ESIS, Incorporated

From: [redacted] < [redacted] @***.com>Date: Wed, Oct 19, at 1:PMSubject: Claim # [redacted] To: "[email protected]" Good afternoon - When I advised ESIS that I reported them to the Revdex.com, I quickly received a response back and my claim is finally being processedIt is unfortunate I even had to take these measures to ensure my issue was resolvedThank you for your attention to this matterBest, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:ESIS has not yet resolved this claim or even addressed the concerns I had with the organization and my active claimI would like to go through their response and address the inaccurate information that was provided by MsJ***I have kept a record of who I have spoken to throughout this process and have included it as an attachmentFirst of all, I called my adjuster five times and left two messages on March 22nd (as indicated in the attached document)I called again on March 23rd as I had not heard back and left another message for my adjusterMy adjuster did call me back on March 23rd around 3:15pm ESTUnfortunately I was unable to take the call as I was in a training at workWhen she left a message, she said that she had not been able to get in contact with the renter of the [redacted] vehicle and had asked if I had her phone numberI called back the adjuster two times without successThen, I called the main number for ESIS and asked to speak with my adjuster’s supervisor as I had not been able to reach my adjusterThe representative was able to put me through to my adjuster who answeredI explained my frustration with this process to my adjuster and asked how they did not have the renter’s phone number because she had rented a carI told the adjuster that I did not have her phone number, but I did have the address from her license as well as the rental agreementMy adjuster said that she had sent out a letter to the renter (which is inconsistent with the date provided by MsJ***)As I explained to my adjuster in this phone conversation, the renter told me that she did not have her insurance information, but all I would need was her rental agreementI did not have a police report filedMy adjuster did not ask me to provide any other information (such as photos of the damage to my vehicle)During this phone conversation, my adjuster told me that she would talk to [redacted] today (because they should have the renter’s phone number) and then get back to meAt this time, I also let my adjuster know that if I did not hear anything within a week, I intended to file a claim with the Revdex.comShe told me that she would get back to meI had not heard back from my adjuster within the week, so I attempted to call again on March 31stI was not able to reach my adjuster or her supervisorI left a message with the supervisor and followed up with an emailThe letter that was sent on April 3rd was sent to my address, not the renter’s addressMsJ [redacted] indicated that this was the first letter sent out to the renterRegardless, this is a huge oversight by ESIS and a breach of confidentiality for the renterI did receive a voice message from the adjuster’s supervisor, but again I was at work and not available at the time she calledI attempted to call back twice and then I left a messageShe responded minutes later via email again stating that they were awaiting the response of the renterShe asked me to send any information that I had to my adjusterThis was the first time I was asked to provide any information to ESISI attempted to call the supervisor two more times throughout the day and left another message, but I did not hear back On April 4th I did send the information that was requested the day prior to my adjuster and her supervisorThere is no mailing address listed on the rental agreement as MsJ [redacted] suggested, however I also provided a photo of the renter’s license that did include an addressRegardless, this is information that [redacted] and ESIS should have had on file because the renter rented a vehicle through their companyMy adjuster responded to the email that I sentShe said that the renter denied coverage through [redacted] and as a result the coverage “shifts” to her personal auto carrierShe also stated in the email that the rental agreement “clearly states we are secondary for liability”MsJ [redacted] indicated in her response that “the damages sustained were due to liability on the part of the renter”, however she failed to mention that they are secondary for liability, which means that if if they are unable to locate the correct information for the renter, the liability falls on themAs a result, the liability should fall on them because they have secondary liability and then they would have to get the renter’s insurance to provide reimbursementThe supervisor called me on April 6th asking what I needed her to doI explained my frustration regarding the lack of communication between ESIS and myself regardless of my attempts to get in contact with themI also explained my frustration with this slow process and the negligence that was apparent within the organizationFor example, no one had asked the renter to make a statement when she dropped off the vehicle, regardless of the fact that I called [redacted] on the day that the accident occurredThe supervisor also told me that they had attempted to reach out to the renter via phone calls, but were unsuccessfulShe explained that the renter did not have to return her calls and the renter was probably busy, so she hadn’t called backThe supervisor informed me that if they did not hear from the renter, they would resolve my claim with the information they had and would deny any liability because I did not have proof that the accident occurred the way that I said it didHowever, as indicated above, MsJ [redacted] said in her response that the “damages sustained were due to liability on the part of the renter”Again, I am asking ESIS to take secondary liability for the damages to my vehicle (as stated in the rental agreement) and resolve my claim.It is also important to mention, that in the state of Pennsylvania it is a requirement to have, at the very least, minimum liability insuranceTherefore, any business that operates within the state must properly insure any vehicle on the roadWith that being said, MsG [redacted] denied liability under her contract with ***, but the vehicle still belongs to ***, and they are responsible for ensuring that the vehicle is properly insuredIn addition, the [redacted] agreement also states that an individual (renter) must notify [redacted] if any accident occurs, which according to ESIS did not occur after this accidentPlease let me know how you intend to resolve this claim Regards, [redacted]

Complaint: ***
I am rejecting this response because:I am still awaiting response to my original questions regarding this matterWhy are these questions being ignored?
Regards,
*** ***

RE: Department file: *** Complainant: *** ***
ESIS file: *** Insured: *** Corporation Insurer: Self-insured NAIC: N/A Date of event: March 3, To Whom It May Concern, We are in receipt of a letter dated April 10, from the Revdex.com of Metro Washington DC and Eastern Pennsylvania regarding the above captured matterESIS, Incis the third party administrator handling claims on behalf of *** Corporation ESIS received the claim March 15th and registered the claim on March 16thThe ESIS adjuster received two messages from the claimant, *** ***, on March 23rd and returned the call leaving a message to request the renter’s information if available ESIS spoke with the claimant, on March 24th and confirmed no photos were taken of the accident scene or damages, no police report was filed, and neither the renter’s personal insurance nor contact information was availableESIS advised the renter needed to be contacted and their personal carrier information obtained as the *** rental agreement showed optional coverage through *** had been waived On April 3rd, ESIS mailed a contact letter to the renter, as a valid phone number could not be locatedESIS also exchanged emails with *** *** on this day and explained while the claim remained under investigation, her duty was to mitigate damages and either pursue the claim through her carrier or remove her vehicle from the storage facility or auto body shop On April 4th, an email was received from *** *** with a damage estimate in the amount of $1700, and photos of rear bumper damage to her vehicleThe email also included a photo of the *** rental agreement which listed a different mailing address for the renter than previously providedA new contact letter was mailed to this address On April 6th, the ESIS adjuster again spoke with *** *** regarding her damagesIt was explained the damages sustained were due to liability on the part of the renter, and because she declined additional coverage at the time of the rental, her personal auto carrier coverage information was necessary to proceed with processing the claim ESIS has placed multiple phone calls to the number provided by the renter and sent contact letters to all known addresses, without successDatabase searches using the renter’s name have not yielded any prior auto losses which would potentially provide ESIS with a means to identify a personal auto carrier for the renter A Reservation of Rights letter was mailed to the renter on April 11th noting the rights of *** to process, negotiate and settle/deny this claim and retain rights of recovery against the renter ESIS is awaiting a response to this letter Sincerely, Abra J*** Abra J***

To Whom It May Concern, We are in receipt of a letter dated May 18, from the Revdex.com of Metro Washington DC and Eastern Pennsylvania regarding the above captured matterESIS, Incis the third party administrator handling claims on behalf of *** Corporation ESIS received notice of the claim on March 24, *** ***’s claim indicated the USB port in a *** rental vehicle caused damage to three of his cell phonesThe USB ports in the vehicle were inspected by *** maintenance days after *** *** returned the rental vehicle, and the ports were found to be in working order ESIS has sent inspection letters to *** *** explaining he has the opportunity to select an engineer of his choice at his cost to complete a vehicle inspection*** *** declined this option*** *** feels the only resolution is to be reimbursed for his cell phonesHowever, the burden of proof is on the renter to prove the defect occurred The position of ESIS remains unchanged Sincerely, Abra J*** Abra J***

To Whom It May Concern:I am in receipt of the Revdex.com complaint against ESIS AGL Claims dated 1/25/2016.ESIS is the entity handling claims on behalf of Elmer's Glue Company, the maker of Elmer's Carpenters wood glue Max. The claimant in this matter purchased and installed 125' x 84” of Woodhaven White...

[redacted] Beaded Planks on his ceiling in July 2015. It was recommended by the [redacted] dealer to use Elmer's Carpenter glue on the project. The claimant alleges to have read the directions, but did not use the glue on a sample piece prior to using it on his complete project per the instructions. The claimant alleges that the wood planks started to separate at the seams during humid weather and when the weather cooled they move back into place. The claimant did not provide a receipt for the glue, but a photo of the alleged bottle instead. There is no evidence that the glue did not perform according to its specifications. An offer of $100 was made to the claimant as a customer service gesture since he did not prove that the glue product was defective. As a customer service, we settled this matter with the claimant on 3/1/2016 for $300.00.Thank you for your anticipated cooperation.Krista C[redacted], AIC Sr. Claims Representative

To Whom It May Concern,   We are in receipt of a letter dated May 18, 2017 from the Revdex.com of Metro Washington DC and Eastern Pennsylvania regarding the above captured matter. ESIS, Inc. is the third party administrator handling claims on behalf of [redacted] Corporation.  ...

ESIS received notice of the claim on March 24, 2017. [redacted]’s claim indicated the USB port in a [redacted] rental vehicle caused damage to three of his cell phones. The USB ports in the vehicle were inspected by [redacted] maintenance 13 days after [redacted] returned the rental vehicle, and the ports were found to be in working order.   ESIS has sent inspection letters to [redacted] explaining he has the opportunity to select an engineer of his choice at his cost to complete a vehicle inspection. [redacted] declined this option. [redacted] feels the only resolution is to be reimbursed for his cell phones. However, the burden of proof is on the renter to prove the defect occurred.   The position of ESIS remains unchanged.   Sincerely,   Abra J[redacted]   Abra J[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:ESIS has not yet resolved this claim or even addressed the concerns I had with the organization and my active claim. I would like to go through their response and address the inaccurate information that was provided by Ms. J[redacted]. I have kept a record of who I have spoken to throughout this process and have included it as an attachment. First of all, I called my adjuster five times and left two messages on March 22nd (as indicated in the attached document). I called again on March 23rd as I had not heard back and left another message for my adjuster. My adjuster did call me back on March 23rd around 3:15pm EST. Unfortunately I was unable to take the call as I was in a training at work. When she left a message, she said that she had not been able to get in contact with the renter of the [redacted] vehicle and had asked if I had her phone number. I called back the adjuster two times without success. Then, I called the main number for ESIS and asked to speak with my adjuster’s supervisor as I had not been able to reach my adjuster. The representative was able to put me through to my adjuster who answered. I explained my frustration with this process to my adjuster and asked how they did not have the renter’s phone number because she had rented a car. I told the adjuster that I did not have her phone number, but I did have the address from her license as well as the rental agreement. My adjuster said that she had sent out a letter to the renter (which is inconsistent with the date provided by Ms. J[redacted]). As I explained to my adjuster in this phone conversation, the renter told me that she did not have her insurance information, but all I would need was her rental agreement. I did not have a police report filed. My adjuster did not ask me to provide any other information (such as photos of the damage to my vehicle). During this phone conversation, my adjuster told me that she would talk to [redacted] today (because they should have the renter’s phone number) and then get back to me. At this time, I also let my adjuster know that if I did not hear anything within a week, I intended to file a claim with the Revdex.com. She told me that she would get back to me. I had not heard back from my adjuster within the week, so I attempted to call again on March 31st. I was not able to reach my adjuster or her supervisor. I left a message with the supervisor and followed up with an email. The letter that was sent on April 3rd was sent to my address, not the renter’s address. Ms. J[redacted] indicated that this was the first letter sent out to the renter. Regardless, this is a huge oversight by ESIS and a breach of confidentiality for the renter. I did receive a voice message from the adjuster’s supervisor, but again I was at work and not available at the time she called. I attempted to call back twice and then I left a message. She responded minutes later via email again stating that they were awaiting the response of the renter. She asked me to send any information that I had to my adjuster. This was the first time I was asked to provide any information to ESIS. I attempted to call the supervisor two more times throughout the day and left another message, but I did not hear back.  On April 4th I did send the information that was requested the day prior to my adjuster and her supervisor. There is no mailing address listed on the rental agreement as Ms. J[redacted] suggested, however I also provided a photo of the renter’s license that did include an address. Regardless, this is information that [redacted] and ESIS should have had on file because the renter rented a vehicle through their company. My adjuster responded to the email that I sent. She said that the renter denied coverage through [redacted] and as a result the coverage “shifts” to her personal auto carrier. She also stated in the email that the rental agreement “clearly states we are secondary for liability”. Ms. J[redacted] indicated in her response that “the damages sustained were due to liability on the part of the renter”, however she failed to mention that they are secondary for liability, which means that if if they are unable to locate the correct information for the renter, the liability falls on them. As a result, the liability should fall on them because they have secondary liability and then they would have to get the renter’s insurance to provide reimbursement. The supervisor called me on April 6th asking what I needed her to do. I explained my frustration regarding the lack of communication between ESIS and myself regardless of my attempts to get in contact with them. I also explained my frustration with this slow process and the negligence that was apparent within the organization. For example, no one had asked the renter to make a statement when she dropped off the vehicle, regardless of the fact that I called [redacted] on the day that the accident occurred. The supervisor also told me that they had attempted to reach out to the renter via phone calls, but were unsuccessful. She explained that the renter did not have to return her calls and the renter was probably busy, so she hadn’t called back. The supervisor informed me that if they did not hear from the renter, they would resolve my claim with the information they had and would deny any liability because I did not have proof that the accident occurred the way that I said it did. However, as indicated above, Ms. J[redacted] said in her response that the “damages sustained were due to liability on the part of the renter”. Again, I am asking ESIS to take secondary liability for the damages to my vehicle (as stated in the rental agreement) and resolve my claim.It is also important to mention, that in the state of Pennsylvania it is a requirement to have, at the very least, minimum liability insurance. Therefore, any business that operates within the state must properly insure any vehicle on the road. With that being said, Ms. G[redacted] denied liability under her contract with [redacted], but the vehicle still belongs to [redacted], and they are responsible for ensuring that the vehicle is properly insured. In addition, the [redacted] agreement also states that an individual (renter) must notify [redacted] if any accident occurs, which according to ESIS did not occur after this accident. Please let me know how you intend to resolve this claim.
Regards,
[redacted]

From: [redacted]<[redacted]@[redacted].com>Date: Wed, Oct 19, 2016 at 1:52 PMSubject: Claim # [redacted]To: "[email protected]" <[email protected]>Good afternoon - When I advised ESIS that I reported them to the Revdex.com, I quickly received a response back and my claim is finally being...

processed. It is unfortunate I even had to take these measures to ensure my issue was resolved. Thank you for your attention to this matter. Best, [redacted]

ESIS has reviewed this matter following receipt of the Better Business Buerau complaint. The decision has been made to reverse the previous decision and pay the claim. The claimant has been contacted by phone advising of the decision. A settlement release was sent to the claimant and payment in the...

amount of $1,564.00 was mailed on May 9, 2017. The claim is now resolved.

Upon inspection 13 days after the vehicle was returned by [redacted], the USB ports were found to be in working order. No repairs were made to the USB ports. The vehicle had been used by other renters and [redacted] received no reports of issues with the USB ports. It is [redacted]'s responsibility to prove his claim, by having the vehicle inspected and verifying the inspection report with the [redacted] maintenance department.