First of all, her complaint is directed at actions taken by *** not by my company. She has named us but is referencing things done by ***. We are an independent company and her remarks slander us. We don't take money from customers, it is taken by *** through an
agreed upon practice by direct debit from her account to ***. We never have any funds on deposit for ***. Secondly, *** never gave her the sensitive information that she claims was given to her. This is a complete fabrication. *** has a strict privacy policy and would never give out that information. Thirdly, the problem was created because she didn't change the address on her license so the *** ** *** *** sent *** a notification that both her and the party she is referencing were living at the same address. The "hoops" she was asked to go through was simply to sign an exclusion form. One form. Which she was notified about well in advance of the person being added to her policy. we regret that we could not issue her an immediate refund but we are not in control of that. We continue to pressure *** to act in haste in this manner. We have been in contact with her up to as recently as last week. She was notified that the refund was in process and that we would make sure *** refunded her the money as soon as possible. Since we back-dated the endorsement to accommodate her complaint that she should have received a better rate for living in a single family home rather than an apartment, the process takes longer as it must go through a secondary review. Partially compounding the problem is that *** has a systems problem with Back-Dated endorsements and is working them manually to get them all processed. She is aware of this. We intend to pursue libel and slander charges against her for making statements
I am not sure why this woman keeps calling the 800 number and then trying to hold my office accountable for the information that she receives from them. We are championing her case and we are the ones with the most current and complete information. She has not been denied a refund and if someone at the 800 number told her this they are again mistaken. The endorsement is in process and she will receive her refund for the cost of this person being added to her policy. In full. Once the endorsement works its way through both the refund and the removal of the person will occur at the same time. We escalated the matter again yesterday and were told that in ten business days or less they will have this resolved. As to her assertion that we should have resolved everything during her one visit. Nobody can be expected to resolve a situation in one visit when they are not in control of all the systems needed to implement the changes. This customer is being unfair and unrealistic. We have worked hard on her behalf and to have her publish negative information about us, untrue negative information, is not motivating us to help her. We are doing all that we can and have spent many hours working on this situation. Which could have been avoided had she responded immediately to the notification that the person was going to be added, prior to the occurrence. The notice was send well in advance of the inclusion of the person on her policy. She didn't respond and now takes no responsibility for her inaction. While I appreciate her frustration, she has blown this way out of proportion, and thinks by bludgeoning us with this complaint, we can somehow magically make the process take less time. I expect the Revdex.com to take some responsibility for publishing accurate data. Continuing to post negative and inaccurate information about my company will compel me to pursue action against both the Revdex.com and the customer.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
Mr. Goss is right when he says that it is not his individual office responsible for all this mess. It is the [redacted] company as a whole who is responsible and dragging their feet on the matter. It was also NOT Mr Goss & associates who released the mans sensitive information to me. When this man was added to my policy, my first conclusion was that it was fraudulent. I thought this stranger was trying to get away with adding himself onto my policy and hoping I would never notice. I quickly called the [redacted] 800 number and spoke with a man about what was going on. He too thought this stranger was performing a type of insurance fraud/identity theft. So he offered up that mans personal information to me over the phone. I was preparing to file a police report against the man. Then when I went in person to the office of Goss & Associates, he informed me that the man had nothing to do with it and it was all an honest mistake. Nevertheless, I was given his very sensitive information by the [redacted] company. I'm sure they have strict privacy policies when you don't have a combined policy. But this Stranger was placed on my policy as if he were my son or husband, so I had access to his information. When I was in person with Mr.Goss, I was there to have the stranger removed from my policy, to be sure my address was correct, and to have the adjustment made to get a refund for the additional money that had been drafted from my account. I went IN PERSON to take care of everything I needed to. Then I find out yesterday 9/15/15 that I have beenDENIED my refund, the man is STILL on my policy, and they Still have me listed in an apartment! And to add insult to injury, they will be drafting another payment from my account for this strangers insurance! It's absolutely insane! Except that I have now suspended my account so no money can be drafted out. And now I'm told, I need to go back to the Goss & associates office and do everything I already did all over again because it wasn't done the first time! That's the part I hold Goss & associates responsible for. Everything should have been resolved when I went in person the first time. [redacted] as a whole is responsible for the poor customer service. The blatant refusal to make their wrong, right. The lack of ownership in their mistake and quickly resolving the issue. Instead, they're trying to draft more money from my account! It's so ludicrous! So not only have they not made it right, they continue to do me wrong!
[Provide details of why you are not satisfied with this resolution.]
Regards,
First of all, her complaint is directed at actions taken by *** not by my company. She has named us but is referencing things done by ***. We are an independent company and her remarks slander us. We don't take money from customers, it is taken by *** through an
agreed upon practice by direct debit from her account to ***. We never have any funds on deposit for ***. Secondly, *** never gave her the sensitive information that she claims was given to her. This is a complete fabrication. *** has a strict privacy policy and would never give out that information. Thirdly, the problem was created because she didn't change the address on her license so the *** ** *** *** sent *** a notification that both her and the party she is referencing were living at the same address. The "hoops" she was asked to go through was simply to sign an exclusion form. One form. Which she was notified about well in advance of the person being added to her policy. we regret that we could not issue her an immediate refund but we are not in control of that. We continue to pressure *** to act in haste in this manner. We have been in contact with her up to as recently as last week. She was notified that the refund was in process and that we would make sure *** refunded her the money as soon as possible. Since we back-dated the endorsement to accommodate her complaint that she should have received a better rate for living in a single family home rather than an apartment, the process takes longer as it must go through a secondary review. Partially compounding the problem is that *** has a systems problem with Back-Dated endorsements and is working them manually to get them all processed. She is aware of this. We intend to pursue libel and slander charges against her for making statements
I am not sure why this woman keeps calling the 800 number and then trying to hold my office accountable for the information that she receives from them. We are championing her case and we are the ones with the most current and complete information. She has not been denied a refund and if someone at the 800 number told her this they are again mistaken. The endorsement is in process and she will receive her refund for the cost of this person being added to her policy. In full. Once the endorsement works its way through both the refund and the removal of the person will occur at the same time. We escalated the matter again yesterday and were told that in ten business days or less they will have this resolved. As to her assertion that we should have resolved everything during her one visit. Nobody can be expected to resolve a situation in one visit when they are not in control of all the systems needed to implement the changes. This customer is being unfair and unrealistic. We have worked hard on her behalf and to have her publish negative information about us, untrue negative information, is not motivating us to help her. We are doing all that we can and have spent many hours working on this situation. Which could have been avoided had she responded immediately to the notification that the person was going to be added, prior to the occurrence. The notice was send well in advance of the inclusion of the person on her policy. She didn't respond and now takes no responsibility for her inaction. While I appreciate her frustration, she has blown this way out of proportion, and thinks by bludgeoning us with this complaint, we can somehow magically make the process take less time. I expect the Revdex.com to take some responsibility for publishing accurate data. Continuing to post negative and inaccurate information about my company will compel me to pursue action against both the Revdex.com and the customer.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
Mr. Goss is right when he says that it is not his individual office responsible for all this mess. It is the [redacted] company as a whole who is responsible and dragging their feet on the matter. It was also NOT Mr Goss & associates who released the mans sensitive information to me. When this man was added to my policy, my first conclusion was that it was fraudulent. I thought this stranger was trying to get away with adding himself onto my policy and hoping I would never notice. I quickly called the [redacted] 800 number and spoke with a man about what was going on. He too thought this stranger was performing a type of insurance fraud/identity theft. So he offered up that mans personal information to me over the phone. I was preparing to file a police report against the man. Then when I went in person to the office of Goss & Associates, he informed me that the man had nothing to do with it and it was all an honest mistake. Nevertheless, I was given his very sensitive information by the [redacted] company. I'm sure they have strict privacy policies when you don't have a combined policy. But this Stranger was placed on my policy as if he were my son or husband, so I had access to his information. When I was in person with Mr.Goss, I was there to have the stranger removed from my policy, to be sure my address was correct, and to have the adjustment made to get a refund for the additional money that had been drafted from my account. I went IN PERSON to take care of everything I needed to. Then I find out yesterday 9/15/15 that I have beenDENIED my refund, the man is STILL on my policy, and they Still have me listed in an apartment! And to add insult to injury, they will be drafting another payment from my account for this strangers insurance! It's absolutely insane! Except that I have now suspended my account so no money can be drafted out. And now I'm told, I need to go back to the Goss & associates office and do everything I already did all over again because it wasn't done the first time! That's the part I hold Goss & associates responsible for. Everything should have been resolved when I went in person the first time. [redacted] as a whole is responsible for the poor customer service. The blatant refusal to make their wrong, right. The lack of ownership in their mistake and quickly resolving the issue. Instead, they're trying to draft more money from my account! It's so ludicrous! So not only have they not made it right, they continue to do me wrong!
[Provide details of why you are not satisfied with this resolution.]
Regards,