Farm Bureau Insurance

We explained to the customer that the temporary registration sticker that we put in the window of the car is good for daysDMV gives a day window from the date of sale to take care of the DMV paperworkDMV gives us this window so we can gather necessary paperwork needed to process the paperworkWe have explained this to the customer and we even gave the customer a license plate cover so he wouldn't get pulled over againWe also explained to the customer that we were unaware of any armed robbery committed in the vehicleThe vehicle has been in our inventory for over a yearAlso if the car was in a robbery the police would have taken the vehicle because it would be a part of evidenceThe customers car did not get confiscated by police nor did the police give the customer a ticket for registration being invalidWe are well within our day window to get the paperwork processed

[redacted] Dear [redacted] ,Thank you for once again contacting Cathay Pacific Airways on behalf of [redacted] **.Pursuant to your letter I reached out to our Marco Polo Service Centre team and am pleased to let you know that they have since contacted Mr [redacted] and told him that unfortunately passengers cannot withdraw miles from AsiamilesThey can however keep these miles for further useThis case is settled from our endThank you once again for giving us a opportunity to clarify our positionPlease do not hesitate to contact us should you require any further questions.Sincerely,Simran K [redacted] Coordinator Customer Relations Department, AmericasCathay Pacific Airways Limited [redacted]

[redacted] Dear [redacted] , Thank you for contacting Cathay Pacific Airways on behalf of [redacted] I appreciate this opportunity to review his concern and clarify our positionPer our records [redacted] , travelled with us in 'Q' class as follows: [redacted] Ticket number [redacted] As both Cathay Pacific and [redacted] belong to the oneworld alliance, members will be able to earn miles in the host programme on qualifying flights and fares on both airlinesHowever, due to the different agreements amongst partner airlines and the relevant Frequent Flyer Programmes (FFP), some of the subclasses on Cathay Pacific flights may not be eligible for mileage accrual to [redacted] FFPSpecifically, please be advised that in the United States and Canada, only those passengers who travel in certain economy fare classes are eligible to earn AAdvantage milesThese classes generally consist of the Y, B, and H classesOther economy class fares are not eligible for AAdvantage miles because they are either highly discounted fares or promotional fare ticketsThese classes generally consist of the K,M,L,W,S,G,N,Q and V class faresThis information may be found on Cathay Pacific Airways and American AAdvantage's respective websitesRegretfully, based on the above, you did not travel under valid fare classes qualifying for mileage crediting towards your AAdvantage accountAccordingly, I am sorry, but we are unable to credit to your AAdvantage account mileage for the flights flownNext, for the convenience of our passengers who book online, please be advised that our internet booking engine will also advise our passengers upon booking whether the ticket fare is eligible to earn AAdvantage miles when a passenger purchases his ticket onlineIn closing, we apologize for any unintended disappointment to [redacted] Thank you for giving us a opportunity to clarify our positionPlease do not hesitate to contact us should you require any further assistanceSincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] They have said absolutely nothing in response to my original complaint, which is that they post misleading numbers which cannot be ascertained BEFORE making irreversible transfers of points, which is essentially equivalent to paying money A) Their defense rests on two very shaky claims.A1) 'As showing on the screenshots you sent,it shows a note below stating that the “ACTUAL REQUIRED MILES, FEES, TAXES AND SURCHARGED FOR ALL PAX WILL BE DISPLAYED ON THE MILES REQUIRED PAGE” ' Yes, however we customers are not allowed to access that "final page" until AFTER we transfer in our points As I mentioned in my intitial complaint, they use this advertising practice to draw in our money, and then withdraw the actual offerA2) 'The other screenshot shows a reminder in red where website error states that your miles are not enough, where I think the website message is clear and self-explanatory.'Again, they only tell me this AFTER I have sent in my points, where they are trapped Also, no, it is not clear or self-explanatory when you do not even say how many points are ACTUALLY needed For that, I had to call in multiple times.B) Supplemental to my initial complaint, I would like to add the attached screenshot You can see that "before the final page", there are already differing quotes on Asiamiles required for different flights Not only the 60k I originally sent, but also flights for 72k, 115k, etc This shows that they have prce differentiated BEFORE the final screen How can a customer know that those are not real prices?C) Business claims to care about the customer, however, refuses to return my transferred points despite the fact that it is no "cost" to their business I transferred points into their system based on their misleading (and I would call fraudulent) system If they care as much about customer experience as they say, why don't they just let me have my points back? It's not like I am asking for a $refund on a flight I already took I just want the $worth of credits that I put into your system back, what's the reason to give me a hard time about that? In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Revdex.com REF# [redacted] Our Ref: [redacted] Dear [redacted] , Thank you for once again contacting Cathay Pacific Airways on behalf of MsIlka RitterWe greatly regret the delay however have corresponded with [redacted] directly and offered her reimbursement for USD for her damaged baggage Reflected below is our correspondence with herThank you once again for giving us a opportunity to clarify our positionPlease do not hesitate to contact us should you require any further questionsYours sincerely Simran K [redacted] Customer Relations Representative Customer Relations Department ============================================================ Our Ref: [redacted] **/01/Dear [redacted] , We acknowledge the receipt of your complaint via the Revdex.comI would like to begin with a sincere apology for the damage to your baggage on your flight with us from Hong Kong to New York on CX on [redacted] November and for the time taken to get in touch with our New York baggage teamI would like you to know that our baggage team has created a report that is reflected below and have asked me to convey their apologies as wellIt greatly concerns us when our passengers have less than a satisfactory experience with our serviceWe would like to make amends and as a reflection of our appreciation for your patience and kind consideration we would like to offer you USD towards the damage to your luggageAttached please find a Payment Reply form which is be filled by you and returned to me at your earliest convenience with your payment detailsOnce we receive this back payment will be sent directly to your bank with the details you provide by our Finance departmentAs this process takes 2-weeks your patience in the interim will be greatly appreciatedCathay Pacific is devoted to exceeding the expectations of its customers in providing excellent customer serviceFor that reason, we are grateful that you brought this matter to our attention, which has given us another chance to regain your confidenceWe once again offer you our sincere apologies for any inconvenience you experienced; it was never our intentionIf you have any questions or if I can be of further assistance, please feel free to contact meYours sincerely Simran K [redacted] Customer Relations Representative Customer Relations Department [Cathay Pacific Airways Limited / Hong Kong Dragon Airlines Limited] [ [redacted] ] Baggage report [redacted] >

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 For your reference, details of the offer I reviewed appear below I am not satified, I did speak with the Manager from the Maintence team and was told that he would contact me with an appointment date for the contractor I was never contacted which means I didn't know the date he was coming or even my apartment until I looked at the mess in my homeThe issue was never address that I provided a cell phone number where I could be contacted when I originally called the office to speak with the Property Manager, the leasing agent took a message(Josh) with my cell phone number and she kept calling my home number which I never provided them with, leaving messages I get the message after business hours so that's why I always provide my cell number I called the office back after she left messages on my home answering machine and gave the correct phone number on 9/18/to a Leasing Agent The Property Manager called my cell phone today 9/and state to me that she doesn't call back when she receives a complaint, she follows up with her team first and that's the way she runs her operation I expressed that I gave the correct contact number and we did verified that correct phone number Property Manager never addressed the situation about the mess in the apartment, the entry in the apartment without my knowledge, incomplete work order and toilet issues She kept talking over me when I was trying to address the issue, repeatedly expressing how things are done when she addresses situation that come about in the office We didn't come to any agreement or resolution The issue still stands the same I have contact Ellen at the Corporate Office and left a message to speak with her due to the agressive behavior from the Property Manager and no resolution I discussed with Ellen from the Corporate Office on 9/a member from the Maintence Team entered my home previously in March for a work order without my knowledge and the only way I knew they were in my apartment, they broke my blindsI addressed that issue with the office team and they came to replace the broken blinds It seems to be a pattern with the Maintence Team entering apartments without anyones knowledge and the Office Teams makes excuses and covers up for them The issues needs to stop, residents privacy is being invaded and have to adress issues to a hostile Management Team Regards, [redacted]

Thank you for contacting Cathay Pacific Airways once again on behalf of [redacted] Please be advised that since [redacted] wanted a copy of the letter informing of the delay, we sent her a copy of the same directly to her on [redacted] November 2015.(see email below)As we have not heard back from her we consider this case closed on our endIn closing, we thank you for giving us a opportunity to clarify our positionWe once again offer our sincere apologies for any inconvenience [redacted] experiencedKindest regards, Simran K [redacted] Coordinator Customer Relations Department, Americas [redacted] Cathay Pacific Airways Limited [redacted] LETTER SENT TO [redacted] Dear [redacted] , Thank you for your reply sent to us through Revdex.comWe sincerely regret any inconvenience caused to youAs you are aware, flight schedules are not guaranteed and are subject to change for various operational reasons That said, we do make an effort to allow ample time for our passengers to plan their journeys before the departure date and advise our passengers of the changeAttached please find the snap shot of the email sent to you intimating about the schedule change I do hope it helps to clarify our positionWe value your support and thank you for giving us a opportunity once again to address your concernsPlease do not hesitate to contact me should you have any further questionsKindest regards, Simran K [redacted] Coordinator Customer Relations Department, Americas [redacted] Cathay Pacific Airways Limited [redacted]

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*** *** Dear *** ***, Thank you for contacting Cathay Pacific Airways on behalf of *** *** ***I appreciate this opportunity to review her concern and clarify our positionAt Cathay Pacific, we are acutely aware that our travelers
depend on our timely schedules and therefore, on-time performance is a key element of our operations however, unexpected situations may sometimes occur as what happened on this occasionThat said, during any disruption, one of our first priorities is to ensure that customers are kept abreast of all developments Accordingly, an email was sent by Cathay Pacific Airways informing *** *** about the schedule change on ** September15(we can send a copy of this email to you if you so wish)Further, I assure you that we have the utmost respect for all our passengers and apologize if unintentionally any of our ground staff in Hong Kong disappointed *** ***I have shared her feedback with our Airport team to ensure there is no repeat of this incidentIn closing, we thank you for giving us a opportunity to clarify our positionWe offer *** ***, our sincere apologies for any inconvenience she experienced; it was never our intentionPlease do not hesitate to contact us should you require any further assistanceKindest regards, Simran K*** Coordinator Customer Relations Department, Americas *** Cathay Pacific Airways Limited ***

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*** *** *** Dear *** ***, Thank you for contacting Cathay Pacific Airways on behalf of *** *** ***I appreciate this opportunity to review his concern and clarify our positionOur Customer relations team has corresponded with ***
*** directly with an explanation and an apologyHe has been offered reimbursement him for his hotel costsReflected below is our correspondence with himThank you once again for giving us a opportunity to clarify our positionWe offer ** ***, our sincere apologies for any inconvenience experienced as well as for the delay in handling his concernsPlease do not hesitate to contact us should you require any further questionsSincerely, Simran K*** Coordinator Customer Relations Department, Americas *** Cathay Pacific Airways Limited ***

At this time, I have been contacted directly by Cathay Pacific Airlines regarding complaint ID ***, however my complaint has NOT been resolved because:
Jane from Cathay Pacific contacted me 6/** through phone number *** She told me they won't help me transfer
my points back to *** and they won't do anything to solve the issue either My complaint is not resolved for the following reasonIn the end, Cathay didn't do anything to resolve their price error on the website, even they admitted the issue and also fixed their website Cathy even didn't do what they promised. Earlier on, they told me they could help me transfer my points back If they cannot do it, why communicate that information to me? Their communication to costumer is really confusing, and how could their communication be so casual? If what they promised could be denied so easily, how could we trust this company? In summary, I had a really bad experience when talking with Cathay as customerAll what I got is they politely refused to see the problem or to resolve the problemEven I got the solution to transfer points back, they refused to do that eventuallyI am really disappointment about their bad communication and managementThey show little sincere to solve the problem, and constantly provide me misleading information It's quite obvious that Cathay doesn't have any policy to resolve this kind of special issueWhen this kind of issue comes, they just try everything to push it back to customerAs a ordinary customer, I really don't have that time and energy to deal with this forever. Thanks for taking care of my compliant for me.Best,***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** **

This complaint is completely inaccurate The repair bill consisted of repairing several things on the Jeep Grand Cherokee The items repaired on the vehicle included , a battery , a radiator fan assembly due to the vehicle overheating , front wheel
bearings , wheel alignment , and a window regulator We did not repair any of these items to fix a stalling problem ! The customer was told that we needed to START by stopping the overheating so we could drive the vehicle at length We replaced the radiator fan assembly and that fixed the overheating issue We then drove the vehicle and no stalling occured *** *** returned complaining of a stalling condition We drove the vehicle several times and no stalling occured The customer should not get any kind of refund because we never charged her anything to fix a stalling condition The credit card company has already taken our side in this matter and declined Mrs Johnsons request for a refund

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*** *** ***Thank you for contacting Cathay Pacific Airways on behalf of *** *** ***I have replied to *** *** and reflected below is the reply*** *** bought a restricted fare ticket from *** which did not allow him to get a refund nor make
any changes to his bookingWe do understand and sympathize with the circumstances he faces however cannot give him a refund for the ticket he bought.*** **, we thank you for giving us an opportunity to clarify our positionPlease do not hesitate to contact me should you have any further questions.Kindest regards,SimranCoordinatior Customer Relations DepartmentCathay Pacific Airways***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I understand that I have accepted the claim settlement; however I'm more concerned about the treatment I've received from the company, the fact that there was a major delay in resolving the case clearly indicates Cathay Pacific's officers and related departments are not performing their duties and taking responsibilitiesNo clear instruction nor proper explanation were given when the case was first established, when I tried to inquire about the status, I was being pushed between officesIt is evident that Cathay Pacific does not have a comprehensive policy and procedures when it comes to resolving lost luggage cases, resulting in customers have to contact many different offices themselves and wait an extensive amount of time in order to push a little forwardAnd when I tried to escalate the issue to the senior management level to voice my concern, all the officers that I've spoke with has rejected my request and refused to report one level higher, every individual claimed to be the 'highest authority in lost luggage department', yet they can't provide a proper explanationTherefore, I rejected the $USD service voucher from Cathay Pacific as it is nowhere near can compensate for the lost that I've suffer and the mis-treatment I've receivedIt is quite offensive and humiliating that Cathay Pacific would think $service voucher can de-escalate the issue when there obviously a deficiency in policy and employees not performing their duties
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

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*** Dear *** ***,Thank you for contacting Cathay Pacific Airways on behalf of *** *** *** concern(copied) on the Samsung cell phone that was lost on his flight with us on *** from Newark to Hong Kong on **June2016.Please know that Cathay
Pacific Airways takes the safety of its passengers and their belongings seriouslyPursuant to your mail a detailed investigation was done by our baggage team in Hong Kong and unfortunately we havent been able to find the above mentioned item on that flightPer our policy, when all passengers have disembarked,if any item is found to be left behind, it will be handed to our ground baggage staffHowever, if the item is not located, we cannot take any responsibility for the lost itemWe can only apologise in a situation like this as passengers are responsible for their personal belongings on boardWe are not liable for the loss of any item left behindAdditionally, we have no record of *** *** concern been reported by our crew in their reports. Again, we are truly very sorry that *** *** trip ended on this notePlease let us know if we could be of any other assistance. Kindest regards,Simran K***Coordinator Customer Relations Department, Cathay Pacific Airways,Americas

Revdex.com#*** Dear *** ***, Thank you for contacting Cathay Pacific Airways on behalf of *** *** *** We have corresponded with *** ***Reflected below is our correspondence with her letting her know that her account has been reactivated On behalf
of Cathay Pacific Airways we again thank you for giving us an opportunity to clarify our positionPlease do not hesitate to contact me should you require any further questionsKindest regards,*** ***
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Usually in situations like these, we are more than willing to help our customers outHowever, in this particular incident, the customer called and threatened to do damage to other cars on my property if I did not give them what they wantIt makes it hard for us to work with the situation when
this happensAlso, the customer stated when the car started smoking he continued to drive it, rather than pulling over and having it towedThe continued driving of the vehicle could have done further damageOnce again, we tried to explain this to the customer and we received threats of damage to our property

Thank you for contacting Cathay Pacific Airways on behalf of [redacted]. I appreciate this opportunity to review her concern on behalf of her mother [redacted]’s delayed baggage claim and clarify our position. Please be advised that the lost baggage claim has been agreed to be settled...

by our maximum liability for SDR 1131 (CAD 1961) governed by Montreal Convention. [redacted] accepted the final settlement of CAD 1961 which is our maximum liability on ** MAY 2015 .The cheque was sent via [redacted] on **JUN and received on **JUN 2015. Additionally, having taken into consideration [redacted]’s patronage of our airlines and as a gesture of goodwill, we would like to offer a goodwill payment by service voucher at value USD 200 on top of our liability limit. We hope this would offset some of [redacted]’s disappointment for the delay. While we regret we are unable to consider the claim in full ,our manager on duty [redacted] is in direct contact with [redacted] to alleviate any residual dissatisfaction and expedite this case. In closing, we thank you for contacting us and giving us an opportunity to win back both [redacted] and her mother’s confidence in Cathay Pacific Airways. Sincerely, [redacted]
[redacted] Customer Relations Department, Americas [redacted] Cathay Pacific Airways Limited [redacted]

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[redacted] Dear [redacted],Thank you for contacting Cathay Pacific Airways on behalf of [redacted] who flew with us from Hong Kong to Newark on **October2016 on [redacted].I would like to apologize for her...

recent travel experience with us with regards to her bringing in alcohol purchased from duty free into the US.Ms. Kim has previously brought her concerns to our Customer Relations Department and our reply is reflected below. I would like reiterate that the secondary LAG (liquid, aerosol and gel) screening during boarding at Hong Kong for any flights departing for the United States is carried out by the airport security authorities and not by the airline. Hence LAGs which are over 100ml are confiscated and handed over to the Customs and Excise department for disposal. This information is on our website at the link below for information regarding LAGs handling in Hong Kong airport for US bound flights. [redacted]
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[redacted] restrictions on travel with liquids are the same as regular travel (listed above).However, please be aware that there is a secondary security screening of your liquid items at the gate of Hong Kong International airport for all passengers departing for the USA. This is to ensure that no excessive liquid, gas or aerosol items (over 100ml per bottle and 1,000ml in total) are carried on board.Passengers arriving in the USA without further connecting flights can purchase duty free liquid items in-flight on the last sector of their journey. Please note that if travelling between the USA and Canada in the last sector of your journey, you are permitted to carry liquids over 100ml on board. I am sure you would understand that these restrictions are in place to ensure the safety of all our passengers and crew, however I can imagine the disappointment Ms. Kim must have felt and sincerely apologize if we disappointed her in our handling and her interaction with our staff. Her comments will prove very useful to us and we are working with our team involved to determine how we can improve out communication with passengers.For future flights, may I also respectfully suggest checking the individual policies issued by the respective airline carrier to avoid similar reoccurrences.Thank you once again for bringing this matter to our attention. Our apologies once again for any inconvenience caused. It was unintentional. I very much hope Ms. Kim’s next experience with us will be much more enjoyable and problem-free. Yours sincerely, Simran K[redacted] Customer Relations Representative [redacted]
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 Our Ref: [redacted] **/10/2016  Dear [redacted],Thank you for contacting us. Your feedback is extremely important to us as it gives us an opportunity to improve our services. I am sorry that you were disappointed by your recent experience with us. I can understand why you feel this way and hope you will accept my apologies for the inconvenience caused.I regret to learn that your duty free item was confiscated by the security staff at the Hong Kong Airport. As per the USA security requirements, a secondary LAG (Liquids / Gels / Aerosols Restrictions) screening at the boarding gate of Hong Kong international airport is required for passengers departing for USA and Australia. This is to ensure that no excessive LAGs item(s) over 100ml per bottle and 1000ml in total to be carried onboard, which is also mentioned on our website. When passengers make any purchase onboard, our cabin crew are trained to inform them of the restrictions, however, as your point of sale was at the Haneda duty free shop, the sales person might not be aware of these restrictions. Regrettably we have no control over such sales.While special LAG notices to remind Australia and United States bound passengers have been put up at the airport and also on our website, allow us to explain that security at the airport is handled by Hong Kong SAR Civil Aviation Department acting in accordance with international and governmental regulations and confiscation of goods is at their discretion which is beyond our control. Unfortunately, Cathay Pacific is not able to store or forward any items, which are confiscated by Security. Therefore, we would respectfully decline any form of liability towards it and hope for your kind understanding of the matter.We appreciate you taking the time to bring this matter to our attention. Once again, I sincerely apologise for your disappointing experience and hope that the next time you use our services you will have a more positive experience.Yours sincerelyVenesha D[redacted]Customer Relations Executive[redacted]
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Revdex.com REF#[redacted] Our Ref:[redacted] Dear [redacted], Thank you for once again contacting Cathay Pacific Airways on behalf of Ms. Ilka Ritter. We greatly regret the delay however have corresponded with [redacted] directly and offered her reimbursement for USD 300 for her damaged baggage....

Reflected below is our correspondence with her. Thank you once again for giving us a opportunity to clarify our position. Please do not hesitate to contact us should you require any further questions. Yours sincerely Simran K[redacted] Customer Relations Representative Customer Relations Department ============================================================ Our Ref: [redacted]/01/2016 Dear [redacted], We acknowledge the receipt of your complaint via the Revdex.com. I would like to begin with a sincere apology for the damage to your baggage on your flight with us from Hong Kong to New York on CX 846 on ** November 2015 and for the time taken to get in touch with our New York baggage team. I would like you to know that our baggage team has created a report that is reflected below and have asked me to convey their apologies as well. It greatly concerns us when our passengers have less than a satisfactory experience with our service. We would like to make amends and as a reflection of our appreciation for your patience and kind consideration we would like to offer you USD 300 towards the damage to your luggage. Attached please find a Payment Reply form which is be filled by you and returned to me at your earliest convenience with your payment details. Once we receive this back payment will be sent directly to your bank with the details you provide by our Finance department. As this process takes 2-3 weeks your patience in the interim will be greatly appreciated. Cathay Pacific is devoted to exceeding the expectations of its customers in providing excellent customer service. For that reason, we are grateful that you brought this matter to our attention, which has given us another chance to regain your confidence. We once again offer you our sincere apologies for any inconvenience you experienced; it was never our intention. If you have any questions or if I can be of further assistance, please feel free to contact me. Yours sincerely Simran K[redacted] Customer Relations Representative Customer Relations Department [Cathay Pacific Airways Limited / Hong Kong Dragon Airlines Limited] [[redacted]] Baggage report [redacted]
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