Fiesta Auto Insurance

Initial Business Response / [redacted] (1000, 11, 2015/12/30) */ According to our records, the customer came in to our officeHe left with an understanding of his coverage'sHe also understood that not every case is the same and you have to qualify for the $a day policyIn Mr***'s cover ages, his rate was higher based on his driving history and the type of auto mobile that he drivesRegarding the suspension of his license, Mr [redacted] never notified us or reached out to our officeIf he would have came to our office, we would have been able to help him or at least provide him with out customer service/ headquarters number, which is (XXX)-XXX-XXXXWe would have been able to open up a complaint and done an internal investigationWe would have found a resolution for our customer, and keep our customer happy.If you have any further questions, please don't hesitate to call our headquarters office at (XXX)XXX-XXXX Thank you, [redacted]

Initial Business Response /* (1000, 9, 2016/05/20) */
On April 29th, I had two women I have never met come in to my officeThey came in asking for me specificallyThey handed me a letter in regards to a policyThis policy was cancelled almost a year ago and apparently the client Mr***,
had never received a refundI couldn't understand what was going on, other than this was an apparent complaint against myselfAlso, the women proceeded to demand private information on my clientDue to our confidentiality guidelines, I was unable to release muchI have been a manager for Fiesta Auto Insurance for a couple of years now and I have always handled all complaints promptly and accordinglyThere has never been any complaints of this nature in any of our locations and I pride myself with thatAs I looked into the policy, I realized I would have to do some investigation to see what happened to the clients refundWe are an agency and it's not uncommon for a company such as Mexi-Pass to deliver a refund to an incorrect address or in this case, back to our corporate office in Las Vegas; as I later came to find outTill this day, I don't understand why this complaint has my name on it since I was never made aware of this situationWe have multiple managers and they could have possibly mistaken medays later, we called Mr*** to pick up a check for his full refundOur investigation was a dead end, we could not trace his check due to the fact that they waited almost a year to realize they never received anythingNonetheless, Mr*** was called to pick up a full refundWhen he came in, he refused to sign our form acknowledging the refundHe stated he wanted a lawyer presentHe left without signing anything and without any moneyTill this day, he has not returned to our office or has called us back
Initial Consumer Rebuttal /* (3000, 12, 2016/05/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The first contract we signed stated cancellation fee was Why did they make us sign a second agreement which was not full explained to meI was under the impression that we would get all money except for the cancellation of the $And now why are they giving me 71.69? I don't understand what Fista is doingAs to the respond that we did not contact them in close to a yearThey know we were leaving to Mexico by the time we got back nothing had been sent and if they did they said they sent the check to VagasThey did have our correct addressFista is the one that stalled on sending us our money, I'm not asking for any more then what we payedIf *** was not the person we had first made contact with why did they never offer to help us talk to the person we did talk to if there are multipleMangers?Also one of the ladies that went in to take the letter of complaint was my wifeThe other lady was just the interpreterThey were cordial and never disrespected anyoneWe want the dollarsWe have all doc to proof what we handed them on the time of signing the first contractWe expect a check for our $from Fiesta or will continue to peruse the issue with Mediation
Final Business Response /* (4000, 16, 2016/06/08) */
He is getting refunded all of the unused premium of $He cancelled a couple of days later but as stated on the cancellation form of which he signed, Mexi pass is only refunding $He knew that when he came to sign the cancellationThe calculation was made immediatelyPlease see the signed cancellation request

Please let me know what I need to do to after this point because this issue wasn't resolved

I’m not going to be going back and forward with this, I will not change my decision, I will not refund the broker fee that it was earned until he was not ok with something that came up in their recordThe new company may not have that info so I don’t think I have to refund the broker fee that it was already earn. So this will be the last that you hear from me, I will have to go by the notes in my policy manager because I was not in the office and the rule is to write notes about what was said and what end up happening on any issues with a clientWe have never had a problem like this one, we have always go the extend to keep clients happy sadly some times that will not happened no matter what we do. Thank you *** ***

I am rejecting this response because: Some of the information is incorrect I paid a broker fee in not The broker fee that I paid for in to receive a service that wasn't met is what I'm requesting to get refunded Another thing is that I'm not married On my paperwork it says that we aren't married Also I called and left messages for *** before I reported this to the Revdex.com to resolve the issues that I'm having and I didn't get a response I don't understand how *** knows exactly what happened when he didn't speak to me He went based off one person and didn't even bother to speak to me about it I didn't get a call until today, 6/10/at 11:a.m I called back and the individual that answered mentioned that he wasn't in at all today When I had went in to get another policy because the one that I had was getting cancelled because the company was going under, I was told certain things that weren't mentioned on here There was a policy that was found for me, but the information on the paperwork was wrong The information that was wrong was my girlfriend's birth date The individual that was helping me didn't even make an effort to point out the mistake We were the ones that pointed out the wrong birth date on the paperwork The individual that was helping me just kept telling me to, "Sign the paperwork"The individual that was helping me assumed that we were falsifying information The individual that was helping us asked us numerous times in different ways if we used a different birth date or other information on any paperwork that would cause this to happen There is a fine line between asking questions and accusing someone of falsifying information At this point I already felt uncomfortable with the whole situation Next the individual that was helping us called the new insurance company that we were going to get insured through and had me talk to someone through the company The individual that I spoke to with the new insurance company that we were going to get insured through had informed me that there, "Shouldn't be a problem" There is a big difference between shouldn't and won't be a problem Also the form that is being implied that should've been signed to exclude the wrong birth date wasn't a form It was an email from Fiesta Auto Insurance to the new company that we were going to get insured with, but the email didn't even have who it was being sent to How is that possible? When an email is printed up, it usually has both parties information Fiesta Auto Insurance took no initiative to fix the problem, but just cover it up The new insurance company that we went through had no problem with my girlfriend's birth date at all Fiesta Auto Insurance had a copy of my girlfriend's license The birth date on her license and previous paperwork that we have done through Fiesta Auto Insurance is the same Also we weren't told that we were getting charged another broker fee to switch insurance companies It wasn't until I looked at the information that I noticed that we were getting charged another broker fee Why shouldn't I get refunded back? I didn't get the service I paid for and it's not my fault the insurance company we were insured with went under

Mr. [redacted] has been a client of us since 08/07/2013, we as his broker find the best deal for him as requested by the client. At the time the best deal was with SCJ/affirmative insurance co. which recently filed for bankruptcy, client received a cancellation notice and he contacted the...

office to get rewrite with a different company. When he came in an Agent explained that this will be a different company and told him what the down and total price will be which he agree to that. We brokers charge every time we help clients find the best deal, Agent submitted the application to the new company but the problem was that his wife came back with a different date of birth due to a claim records mistake(not our mistake), he then did not agree to sign the paperwork with wife’s wrong information, agent explained to him that it is it was a problem originated by the adjuster from last claim. Trying to giving him the security that he and his wife will be covered in case of an accident, the agent then contacted the new company’s customer service  for verification, the new company talk to [redacted] and explained to him that his wife will be cover but the different name with different date of birth had to be excluded because that could be another person and that is what the agent told him already. Mr. [redacted] then decided not to sign the form and left the office and the agent had to cancel the app for the new policy and NO CHARGE, NO MONEY was ever taken for [redacted] for the new quote/policy. I don’t understand why Mr. [redacted] is stating that he feels that he needs to have his money back when he was never charged for it. We give our clients the service they deserve but we cannot force them to sign documents they don’t want to sign. That, is the real reason why he is not insured with us any longer. Hope he is not referring to the broker fee from 2013. in regards to the  broker fee is earned once policy is signed, quotes are free and all copies of receipts, notes and cancellations are in our policy manager system for his review. He should understand that no company works for free as he may not work for free at his place of work. If you have any further questions do not hesitate to contact me  [redacted]Insurance & Tax Specialist

Initial Business Response /* (1000, 11, 2015/12/30) */
According to our records, the customer came in to our office. He left with an understanding of his coverage's. He also understood that not every case is the same and you have to qualify for the $1 a day policy. In Mr. [redacted]'s cover ages, his...

rate was higher based on his driving history and the type of auto mobile that he drives. Regarding the suspension of his license, Mr [redacted] never notified us or reached out to our office. If he would have came to our office, we would have been able to help him or at least provide him with out customer service/ headquarters number, which is (XXX)-XXX-XXXX. We would have been able to open up a complaint and done an internal investigation. We would have found a resolution for our customer, and keep our customer happy.If you have any further questions, please don't hesitate to call our headquarters office at (XXX)XXX-XXXX.
Thank you,
[redacted]