Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I have received no offer of a solution to my complaint, instead I've received a defense in which I am misrepresentedI've attached my response [redacted] Complaint ID #Response to Business Response First of all, the gentleman in the scenario is [redacted] (not [redacted] ) and he is my boyfriend (not my fiancé)If [redacted] ’s memory is fuzzy on these very basic yet significant details, I must call into question the validity of his statements regarding specificsAn organization that cannot be bothered to spell check a professional document, certainly cannot be expected to fact-checkI am appalled by the blatant lies that are outlined in the businesses response, each of which I will respond to now: “I asked him if she was with him and he said yes and he went up to get her and brought her to the back office where I was sittingI obtained the quote for her in which they had liked the price that I had quotedI am not sure what date it was exactly when the quote was done but I did end up writing the auto policy for her because she did like the price compared to what she was paying with [redacted] .” “Both the fiance/boyfriend were both present at the time the policy was written.” I did not step foot into the DeVane office until our interaction in September regarding obtaining a quote for adding my boyfriend, [redacted] ’s, vehicle on the accountWhen we started the policy back in February my boyfriend called the DeVane office to obtain a quoteHe spoke with [redacted] and “handled everything” if you willAll I did was provide my boyfriend with a copy of my driver’s license and sign the documents he picked up from the DeVane officeThe first time I ever spoke to [redacted] was when I called the office to request the excessive e-mails stopI even called under the impression that [redacted] was my agent since his name was on the e-mail – I specifically had to ask my boyfriend who I should ask forMoreover, I recall my boyfriend pointing out the location of the AllState office during an unrelated trip to the shopping center, after we already had the policyIn retrospect I should have been skeptical of a company that was willing to open an account without ever verifying the policy holder’s identity in person, but I was months pregnant, very busy, and needed car insurance“I asked him if he could get the Title and bring it in as well as have [redacted] come into the office to give the okay to add the vehicleHe then went home since they only live literally minutes from the office and he came back with [redacted] .” I was there the entire timeIn fact, I was standing right behind [redacted] while he was having difficulties finding the VINHe is correct that it was late in the evening- they were poised to close and I personally confirmed with him that they would remain open while we ran to the house to get the Title [redacted] had a suspended license at the time (we were working on getting him an insured vehicle so he could apply for re-instatement), so there is no way he would have gone to the house to pick me up – I drove us thereHis previous trips were made either via bicycle or a co-worker stopping before dropping him off at homeP a g e | [redacted] Complaint ID # [redacted] Response to Business Response “She did though state that it was okay to do the endorsement because she was going to put the truck in her nameSo, after making several attempts to add this vehicle and to obtain the quote as to how much it would beI called Mr [redacted] and gave him the numbers to relate to [redacted] and if she wanted me to add the vehicle that she would have to sign the documents to complete the endorsement process.” I left the office that evening with the understanding that [redacted] was “going to do more work” to see if he could find out why he was having trouble with the VIN, even with the TitleI at no time gave my permission to add the vehicle - we couldn’t even get a quote for me to approve [redacted] states that “if she wanted me to add the vehicle that she would have to sign the documents” then he later states “I emailed the documents to her to E-Sign in which she never sent the documents back.” This is a confirmation that he added the documents without my consent“As for the double billing that she is talking about with regards to the Homeowners policy we never double billed herOur Homeowners were to start on 3/8/and they were going to cancel their current carrier's policy directly” [redacted] informed [redacted] at the time the policy was written that he would handle everything, including canceling our Homeowners policy with our previous carrier [redacted] even signed a document with [redacted] saying that he was giving them permission to cancel on our behalfAdditionally, we have even received a refund check from AllState in the amount of $for the double billing of our Homeowners policy“I did reach out to her a number of times when I was mad aware of the cancellation and her dissatisfaction over a month ago [redacted] elected not to call me back.” I elected to deal with the National Office directly, who canceled my policies on the dates requested with no problem“Where she should have been notified at that time if there was any outstanding premium owed a bill would be forth coming).” There was absolutely never a mention regarding any unpaid balance on the account“I explained to [redacted] that she does owe the money, however I would be willing to speak with customer service to see what Allstate would do” I have received zero correspondence for either [redacted] s office or the National AllState office regarding this matterP a g e | [redacted] Complaint ID # [redacted] Response to Business Response It is common when a customer is experiencing Issues with ez pay enrollment that the office will re enroll the customer back if it was error on the agencies partBilling errors are unavoidable when dealing with multiple systems and other components that go into setting up policiesAlthough [redacted] had all the right in the world to be upset about the many billing corrections, the office despite what [redacted] felt,continuously worked to correct the issuesThe billing process sometimes is difficult to understand from the customers eyes and many times leads to frustrationOur office manger worked diligently to try and explain what had happen and the corrections that had been put in place to remedy the billing situationWhat a poor practice to acknowledge that errors are imminent and accept them as “unavoidable” even though they “many times leads to frustration” for the customerFor the record, here is a detailed summary of my payment history, obtained from my bank statementsPayment History 2/- $– Initial Payment – SiMarch – Automatically skippedFirst payment scheduled for April 1st4/– First payment scheduled, but never came out4/- Called [redacted] to ask why my April payment hasn’t posted, he told me to wait a few days it would probably clear after the weekendA few days later I called [redacted] back because payment still hadn’t posted to my accountHe explained that re-setting my account in in March caused the system to skip April and re-set my payment due to MayThis increased my monthly balance t $125.91, which I did not wish to payHe transferred me to [redacted] (the accounting person) and she told me I could return to my monthly payment of $but I would have to pay Aprils payment that dayI made the payment over the phone with her4/- $– April payment made over the phone with [redacted] clears5/– $– Called [redacted] – Why was $taken out of my account and not the $for May? She said it was the balance due because I made a payment on AprilI told her my April payment was FOR April, not an early payment for MayIt should have been applied to April and not MayShe clearly conveyed that I was wrong here and she was frustrated I couldn’t understand herEventually, she told me she would have to look into it and call me backBy the time I heard back from her and was able to call again I was about due for my next month’s paymentSince I couldn’t afford to pay $in late May and then again on June 1, I had to let it go and my monthly payment increased to $6/– $7/– $8/– $*New Six Month Policy Started in September 9/- $P a g e | [redacted] Complaint ID # [redacted] Response to Business Response If the increase amount did not cover the “debt” owed, as [redacted] implied during my conversation with him earlier this month, that is something that would have been addressed before my renewal in SeptemberMoreover, the number was auto-generated so if there was an error it would have been on his end and I shouldn’t be responsible for itP a g e |
Statement of FactsIn the initial response to [redacted] 's complaint,Ronnie the office sales person working this policy stated the facts as they related to the customer concerns. As the agent Iconcluded that I would be able to escalate the concern of the unpaid balances,and attempt to get this resolved through our customer service team. As stated in my prior explanation,I explained to *** [redacted] that I could not authorize such a decision at my level. When offered the above solution [redacted] stated she would contact the BBB. My offer to contact customer service and proceed with working to see If they can handle this is still open. Even though [redacted] s stated that this process was not acceptable,Ihave moved forward to speak with customer service about removing the balance.Actions that can be taken to resolve concernsAs stated previously Iexplained to [redacted] s that the money is outstanding, however I would be willing to speak with customer service to see what Allstate can do. I definitely understand [redacted] 's frustrations and I am currently moving diligently to resolve . I will contact *** [redacted] directly within 7 business days to update her of this situation.
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I have received no offer of a solution to my complaint, instead I've received a defense in which I am misrepresentedI've attached my response [redacted] Complaint ID #Response to Business Response First of all, the gentleman in the scenario is [redacted] (not [redacted] ) and he is my boyfriend (not my fiancé)If [redacted] ’s memory is fuzzy on these very basic yet significant details, I must call into question the validity of his statements regarding specificsAn organization that cannot be bothered to spell check a professional document, certainly cannot be expected to fact-checkI am appalled by the blatant lies that are outlined in the businesses response, each of which I will respond to now: “I asked him if she was with him and he said yes and he went up to get her and brought her to the back office where I was sittingI obtained the quote for her in which they had liked the price that I had quotedI am not sure what date it was exactly when the quote was done but I did end up writing the auto policy for her because she did like the price compared to what she was paying with [redacted] .” “Both the fiance/boyfriend were both present at the time the policy was written.” I did not step foot into the DeVane office until our interaction in September regarding obtaining a quote for adding my boyfriend, [redacted] ’s, vehicle on the accountWhen we started the policy back in February my boyfriend called the DeVane office to obtain a quoteHe spoke with [redacted] and “handled everything” if you willAll I did was provide my boyfriend with a copy of my driver’s license and sign the documents he picked up from the DeVane officeThe first time I ever spoke to [redacted] was when I called the office to request the excessive e-mails stopI even called under the impression that [redacted] was my agent since his name was on the e-mail – I specifically had to ask my boyfriend who I should ask forMoreover, I recall my boyfriend pointing out the location of the AllState office during an unrelated trip to the shopping center, after we already had the policyIn retrospect I should have been skeptical of a company that was willing to open an account without ever verifying the policy holder’s identity in person, but I was months pregnant, very busy, and needed car insurance“I asked him if he could get the Title and bring it in as well as have [redacted] come into the office to give the okay to add the vehicleHe then went home since they only live literally minutes from the office and he came back with [redacted] .” I was there the entire timeIn fact, I was standing right behind [redacted] while he was having difficulties finding the VINHe is correct that it was late in the evening- they were poised to close and I personally confirmed with him that they would remain open while we ran to the house to get the Title [redacted] had a suspended license at the time (we were working on getting him an insured vehicle so he could apply for re-instatement), so there is no way he would have gone to the house to pick me up – I drove us thereHis previous trips were made either via bicycle or a co-worker stopping before dropping him off at homeP a g e | [redacted] Complaint ID # [redacted] Response to Business Response “She did though state that it was okay to do the endorsement because she was going to put the truck in her nameSo, after making several attempts to add this vehicle and to obtain the quote as to how much it would beI called Mr [redacted] and gave him the numbers to relate to [redacted] and if she wanted me to add the vehicle that she would have to sign the documents to complete the endorsement process.” I left the office that evening with the understanding that [redacted] was “going to do more work” to see if he could find out why he was having trouble with the VIN, even with the TitleI at no time gave my permission to add the vehicle - we couldn’t even get a quote for me to approve [redacted] states that “if she wanted me to add the vehicle that she would have to sign the documents” then he later states “I emailed the documents to her to E-Sign in which she never sent the documents back.” This is a confirmation that he added the documents without my consent“As for the double billing that she is talking about with regards to the Homeowners policy we never double billed herOur Homeowners were to start on 3/8/and they were going to cancel their current carrier's policy directly” [redacted] informed [redacted] at the time the policy was written that he would handle everything, including canceling our Homeowners policy with our previous carrier [redacted] even signed a document with [redacted] saying that he was giving them permission to cancel on our behalfAdditionally, we have even received a refund check from AllState in the amount of $for the double billing of our Homeowners policy“I did reach out to her a number of times when I was mad aware of the cancellation and her dissatisfaction over a month ago [redacted] elected not to call me back.” I elected to deal with the National Office directly, who canceled my policies on the dates requested with no problem“Where she should have been notified at that time if there was any outstanding premium owed a bill would be forth coming).” There was absolutely never a mention regarding any unpaid balance on the account“I explained to [redacted] that she does owe the money, however I would be willing to speak with customer service to see what Allstate would do” I have received zero correspondence for either [redacted] s office or the National AllState office regarding this matterP a g e | [redacted] Complaint ID # [redacted] Response to Business Response It is common when a customer is experiencing Issues with ez pay enrollment that the office will re enroll the customer back if it was error on the agencies partBilling errors are unavoidable when dealing with multiple systems and other components that go into setting up policiesAlthough [redacted] had all the right in the world to be upset about the many billing corrections, the office despite what [redacted] felt,continuously worked to correct the issuesThe billing process sometimes is difficult to understand from the customers eyes and many times leads to frustrationOur office manger worked diligently to try and explain what had happen and the corrections that had been put in place to remedy the billing situationWhat a poor practice to acknowledge that errors are imminent and accept them as “unavoidable” even though they “many times leads to frustration” for the customerFor the record, here is a detailed summary of my payment history, obtained from my bank statementsPayment History 2/- $– Initial Payment – SiMarch – Automatically skippedFirst payment scheduled for April 1st4/– First payment scheduled, but never came out4/- Called [redacted] to ask why my April payment hasn’t posted, he told me to wait a few days it would probably clear after the weekendA few days later I called [redacted] back because payment still hadn’t posted to my accountHe explained that re-setting my account in in March caused the system to skip April and re-set my payment due to MayThis increased my monthly balance t $125.91, which I did not wish to payHe transferred me to [redacted] (the accounting person) and she told me I could return to my monthly payment of $but I would have to pay Aprils payment that dayI made the payment over the phone with her4/- $– April payment made over the phone with [redacted] clears5/– $– Called [redacted] – Why was $taken out of my account and not the $for May? She said it was the balance due because I made a payment on AprilI told her my April payment was FOR April, not an early payment for MayIt should have been applied to April and not MayShe clearly conveyed that I was wrong here and she was frustrated I couldn’t understand herEventually, she told me she would have to look into it and call me backBy the time I heard back from her and was able to call again I was about due for my next month’s paymentSince I couldn’t afford to pay $in late May and then again on June 1, I had to let it go and my monthly payment increased to $6/– $7/– $8/– $*New Six Month Policy Started in September 9/- $P a g e | [redacted] Complaint ID # [redacted] Response to Business Response If the increase amount did not cover the “debt” owed, as [redacted] implied during my conversation with him earlier this month, that is something that would have been addressed before my renewal in SeptemberMoreover, the number was auto-generated so if there was an error it would have been on his end and I shouldn’t be responsible for itP a g e |
Statement of FactsIn the initial response to [redacted] 's complaint,Ronnie the office sales person working this policy stated the facts as they related to the customer concerns. As the agent Iconcluded that I would be able to escalate the concern of the unpaid balances,and attempt to get this resolved through our customer service team. As stated in my prior explanation,I explained to *** [redacted] that I could not authorize such a decision at my level. When offered the above solution [redacted] stated she would contact the BBB. My offer to contact customer service and proceed with working to see If they can handle this is still open. Even though [redacted] s stated that this process was not acceptable,Ihave moved forward to speak with customer service about removing the balance.Actions that can be taken to resolve concernsAs stated previously Iexplained to [redacted] s that the money is outstanding, however I would be willing to speak with customer service to see what Allstate can do. I definitely understand [redacted] 's frustrations and I am currently moving diligently to resolve . I will contact *** [redacted] directly within 7 business days to update her of this situation.