Diamond Residential Mortgage Corporation

I am rejecting this response because: The time frame on some of the sequence of events were incorrectThe check was not received by the auto body shop within days of the appraiser looking at the carI received a call from [redacted] at Fixed Auto and he told me that he had not received any payment information thus he would not be able to begin work on my carI spent countless hours making phone calls to try and find out what the problem was as I was already one week into the rentalI left numerous messages without having one call back [redacted] also informed me that they found more damage then what the adjuster stated because the new damage that he found would have not been seen until the car was taken apartThat is when he also informed me that they refused to fix the bottom part of the grill that was damaged in the accidentNow on the adjusters notes he does state that the bottom part of the bumper was damaged as a result of the accident [redacted] from the auto body shop told me that Nissan does not make just that bottom part as it is part of the whole bumper piece so if I had not shown proof that it was not damaged before they would have just left my car that wayIt is not my fault that the manufacturer builds the parts this way! I feel they were upset that they had to pay to fix it even though I was honest by telling them of the prior damageOnce I provided the proof they had to resend the appraiser out again so that he could add that to the estimate but if they would have wen off of his original notes and done that in the first place my car would have been done in a week an half and not weeksYes I do understand that my policy did not have rental car reimbursement but I did not think that it would take this long so many phone calls and getting the run aroundIt was still more days before they provided the supplemental check and even then they did not send it right away I had to request a copy to be emailed to me so that I could forward it to the auto body shop because they said they never received anything.This company is the worse insurance company I have ever worked with! I don't understand how your customer can leave messages with no call backsWhile I understand that I am not the only customer they are helping it is good customer service to at least acknowledge my call and at least tell me you are working on itI should not have to continue to call and then have to go to a supervisor to get things done.I have made sure to tell anyone that will listen do never get insurance from this companyMy insurance broker and stated that he will never work with this company again and I plan on going on social media and letting people know the horrible experience I receivedI truly believe that good customer service prevails and I did not receive that from this company

? Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

We value our customersCustomer satisfaction is our #goalUnfortunately, we were not able to honor Mr [redacted] 's claim and for privacy reasons we are unable to specify the reason why

Our? records? show,? repairs? to? your? vehicle? have? been? completed? at? the? repair? shop? of? your? choice.? The? repairs? put? your? vehicle? back? to? its? pre­loss? condition.? You? have? been? indemnified? for? damages? pursuant? to? all? applicable? laws? and? regulations.? ? Unfortunately,? we? cannot? discuss? your? medical? issues,? or? injury? claim,? in? a? public? forum.Tell us why here

Originally you presented your claim stating your vehicle had been stolen, involved in an accident and recovered by the policeWe were only able to obtain an accident report, so you then disclosed that no theft report had been filed with the policeTwo weeks later you confessed that the damage caused to your vehicle was actually caused during an accident when you were driving your vehicleYou clearly stated your vehicle was not stolen and you were driving the vehicle at the time the accident occurredYour policy states, “we may void this policy or deny coverage for an accident or loss if you concealed or misrepresented any material fact or circumstance, or engaged in fraudulent conduct”Due to your apparent misrepresentation of the facts and circumstances related to the claim, your claim was denied

Dear Mrs [redacted] , The determination of an electrical breakdown damages found in your vehicle was based on the expert opinions of the repair shop and the appraiser who inspected your vehicleThe shop took the car apart and only found evidence of a short circuit in the electrical systemThis type of damage is not covered by your policy We will gladly review any additional information from an expert explaining how this incident was caused by other than an electrical short circuitTell us why here

September 29, 2016Revdex.com of
Central Illinois, IncHarrison St.Peoria, IL 61602Re: Case #1***: *** *** ***To Whom It May Concern:On behalf of Diamond Residential Mortgage Corporation "DRMC", in regards to the complaint brought forth by ***, please note following:Ms*** paid the property taxes on a property that she was selling prior to the taxes being dueThis occurrence had nothing to do with DRMC, nor was it done at the direction of DRMC.Ms*** made the payment directly to the Menard County TreasurerThis payment of taxes was again don at the behest of the property owner and had nothing to with DRMC, not it done at the direction of DRMC, or requirement of DRMC.Ms*** neglected to inform any party of the sales transaction of this payment prior to or at closingIt should be noted, DRMC as the lender, represents and work with the buyer (borrow) and not the seller.Per the purchase contract, all tax proration's were to be paid by the seller (Ms***) at the closing to the buyer of the sellers propertyThis was contractual based upon the negotiated contract by and between the buyer and sellerDRMC was not a party to this contract, nor does DRMC has an interest in the contract.Ms*** reviewed and signed the Closing Disclosure, which was prepared by the title company, and agreed to by Ms***The consummation of the transaction at closing was fully disclosed to all parties, agreed to by all parties, and it was only after closing that this issue was raised.To repeat, Ms*** did not bring this issue to Diamond Residential Mortgage until after the closing had taken placeBy advising of the issue with the Title Company and/or DRMC, either of us would have assist in good faith to help the seller rectify, although neither party, title settlement provider, nor DRMC had an obligation to do soHad this been addressed beforehand, the title company and/or DRMC could have worked with Menard County to verify that the taxes had, in fact, been paid, and the amount of the proration would been reduced accordinglyThis is an unfortunate error on the part of the seller and the expectation that DRMC represents the seller's interest is error contractuallyDRMC's obligation and any fiduciary duties under law do not require advisory or protection of a property seller's interests.Nonetheless, Diamond Residential Mortgage Corporation "DRMC" has done everything in our power to rectify the situation, however, the servicer has no proof of Ms*** having paid the taxes and/or of a purported surplus in escrow funds or otherwise, and will not refund the borrower;s escrow to a sellerSuch an event, wherein the loan servicing company, takes fund that for all intent are now contractually owned by the borrower, and then give or direct the fund back to the seller would be an issue the seller and buyer would need to mutually rectify.The best solution to this issue would be that Menard County issue a refund to Ms*** due to what appears to be the "ultimate" double payment of taxes or an erroneous prepayment of taxesObviously, DRMC has not power, nor authority, to direct the government to do thisAs well, because the owner of record of the subject taxed parcel is the new owner (the, current owner), the county taxing authority may be reluctant to issue a refund to the prior ownerAgain, DRMC, has no control, nor power to direct or to resolve.While we do not expect, nor feel it consistent with law, that the Revdex.com of Central Illinois arbitrate or resolve this complaint, we feel the complaint is beyond the scope of the responsibility of DRMC as the lender representing the interest of its client, the borrower, to resolve on behalf of the property seller.Should you have any further questions regarding this matter, please do not hesitate to reach out to me at 217-726-6864.Thank you,*** ***Operations Manager of Central Illinois

I am rejecting this response because: The time frame on some of the sequence of events were incorrectThe check was not received by the auto body shop within days of the appraiser looking at the carI received a call from *** at Fixed Auto and he told me that he had not received any payment information thus he would not be able to begin work on my carI spent countless hours making phone calls to try and find out what the problem was as I was already one week into the rentalI left numerous messages without having one call back*** also informed me that they found more damage then what the adjuster stated because the new damage that he found would have not been seen until the car was taken apartThat is when he also informed me that they refused to fix the bottom part of the grill that was damaged in the accidentNow on the adjusters notes he does state that the bottom part of the bumper was damaged as a result of the accident*** from the auto body shop told me that Nissan does not make just that bottom part as it is part of the whole bumper piece so if I had not shown proof that it was not damaged before they would have just left my car that wayIt is not my fault that the manufacturer builds the parts this way! I feel they were upset that they had to pay to fix it even though I was honest by telling them of the prior damageOnce I provided the proof they had to resend the appraiser out again so that he could add that to the estimate but if they would have wen off of his original notes and done that in the first place my car would have been done in a week an half and not weeksYes I do understand that my policy did not have rental car reimbursement but I did not think that it would take this long so many phone calls and getting the run aroundIt was still more days before they provided the supplemental check and even then they did not send it right away I had to request a copy to be emailed to me so that I could forward it to the auto body shop because they said they never received anything.This company is the worse insurance company I have ever worked with! I don't understand how your customer can leave messages with no call backsWhile I understand that I am not the only customer they are helping it is good customer service to at least acknowledge my call and at least tell me you are working on itI should not have to continue to call and then have to go to a supervisor to get things done.I have made sure to tell anyone that will listen do never get insurance from this companyMy insurance broker and stated that he will never work with this company again and I plan on going on social media and letting people know the horrible experience I receivedI truly believe that good customer service prevails and I did not receive that from this company

We value our customersCustomer satisfaction is our #goalUnfortunately, we were not able to honor Mr*** ***'s claim and for privacy reasons we are unable to specify the reason why

You reported a theft claim to our company on July 3rd, and stated that your tires and wheels had been stolen and your car was left on the ground. Our representative spoke with you on July 5th, and obtained your statement describing the damages to your vehicleAt that time, we
explained that before payment can be made, your policy requires that you choose and inform us of the shop you will use to repair your carAn inspection was scheduled and completed for your vehicle for the tires, wheels and other related damagesUnrelated damages were also noted on the estimate and explained to youYou were provided a copy of the estimate and asked for the name of your body shop of choice for repairs During the claim you informed us of different shops that intended to use to repair your carThis caused some delay as we had to follow up with each shop to obtain the required documents necessary to allow us to issue paymentsBecause you changed your mind about shop, we even incurred ‘stop payment’ fees to allow us to reissue payments after you changed your mindAs soon as we were informed that additional damages were discovered, we inspected and agreed to pay those related damagesAt present, we believe that we have paid for all loss related damagesHowever, if you believe that there are any additional damages that we should consider, please contact us. Aspire General Claims Department

The date of this incident was 9/4/The claim was reported to us on 9/6/On 9/7/a voice message was left for Mr*** requesting a return callOn the same date correspondence was mailed to him explaining his coverages and requesting he contact usOn 9/8/Mr*** was
contacted by his adjuster and a statement regarding the facts of loss was obtainedAn appraisal of Mr***’s vehicle was set up and the appraisal appointment was madeThe appraiser meet Mr*** at his residence on 9/12/for the inspectionMr*** pointed out that there was damage to the front bumper and the grille prior to this lossTherefore, the appraiser did not include the prior damage in the estimate of repair for the current lossOn 9/13/we received the estimate from the appraiser and a call was made to Mr***He provided the information for his shop of choiceA copy of the estimate was mailed to Mr*** as was a letter explaining the repairs would not include the preexisting damages to the front bumper and grillePayment for the repairs was issued on 9/14/2016.On 9/15/Mr*** called and discussed his claim with a supervisorHe offered to provide a photograph to support the preexisting damageThe photograph was received and it showed the damage to the grille was 100% preexistingIt also showed there was damage relating to the current lossThe replacement of the front bumper was added to the estimate of repairBetterment was applied to the cost of the part due to the preexisting conditionBetterment was not applied to the cost of labor to replace the bumper coverOnce the estimate was revised to include the front bumper, a copy was forwarded to Mr*** and the repair shopA supplemental payment was issued and mailed to the shop on 9/19/2016.In summary, there were several conversations between Mr*** and *** InsuranceA payment for repairs was issued days after the inspection of his vehicleA supplement payment was issued as soon as the revised estimate was receivedBetterment was applied to the new front bumper cover because it replaced the one with prior damageThe obligation is to restore a vehicle to its pre-accident condition, not a better conditionTherefore, we are not in a position to consider Mr***’s request for reimbursement of the cost of bettermentUnfortunately, Mr*** does not have rental reimbursement on his policyTherefore, his request for payment cannot be considered

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

We have received your complaint regarding your claimAt this time we have discussed this claim with our insured and we are concluding our liability investigationThe handling adjuster will be contacting you soon to discuss the claimPlease be advised, we do not have an employee named ***

I have not heard from the companyThe people who had bought my house told me the mortgage company wanted proof of what I had paid for the taxesI emailed them that paper on August 26thI have not heard anything moreThe mortgage company is *** ***

Originally you presented your claim stating your vehicle had been stolen, involved in an accident and recovered by the policeWe were only able to obtain an accident report, so you then disclosed that no theft report had been filed with the policeTwo weeks later you confessed that the damage
caused to your vehicle was actually caused during an accident when you were driving your vehicleYou clearly stated your vehicle was not stolen and you were driving the vehicle at the time the accident occurredYour policy states, “we may void this policy or deny coverage for an accident or loss if you concealed or misrepresented any material fact or circumstance, or engaged in fraudulent conduct”Due to your apparent misrepresentation of the facts and circumstances related to the claim, your claim was denied

We have investigated and determined that your company waived your deductibleFurther, we have instructed you where to submit your medical billings, records and proof of any rental expense incurredUpon receipt of those, we will review for reimbursement of reasonable and customary rental expenses
and will evaluate your medical records to determine a proper settlement for your injury.? Thank you,Aspire General

Dear Mrs***, The determination of an electrical breakdown damages found in your vehicle was based on the expert opinions of the repair shop and the appraiser who inspected your vehicleThe shop took the car apart and only found evidence of a short circuit in the electrical systemThis type
of damage is not covered by your policy We will gladly review any additional information from an expert explaining how this incident was caused by other than an electrical short circuitTell us why here