Geico Corporation

August 15, Dear *** ***:Thank you for your August 9, inquiry.On May 12, 2014, *** *** was involved in an automobile loss with *** *** *** reported the loss to us on May 13, at which time we attempted to contact *** ***We were not successful in
reaching *** *** at the telephone number we had on recordUnfortunately, this number would not allow us to leave a message as his voicemail box was fullAfter several unsuccessful attempts by phone, we sent him an email and letter via US mail.At the time the claim was reported, there was a coverage question with *** ***’s policy*** ***’s policy had cancelled for non-payment of premium on April 19, The policy was then reissued with a lapse on May 12, at 5:p.mwith an effective date of May 13, *** *** responded to our email contact May 13, with an inquiry indicating he had bumped another vehicle and asking if he needed to Submit photoS, and how to determine if the other party was submitting a legitimate claimOnce this contact was received, we contacted *** *** and obtained a recorded statement from him regarding both the accident details and the coverage questionsWe spoke with *** *** again on May 14, 2014, *** *** admitted at that time that he did not have coverage at the time of the accident and wanted to know if he could contact *** *** and pay for her damages out of pocketOn May 31, we sent a formal denial of coverage letter to *** *** at the address we had on fileOn August 7, 2014, we received another internet inquiry from *** *** regarding Status of the claim although he had already admitted that he knew he did not have coverageThe handling adjuster immediately contacted *** ***It was at that time *** *** advised he had logged into GEICO.com and reviewed the denial letter, We then provided *** *** with *** ***'s insurance carrier information at his request So he could contact them to arrange restitutionIf you have any additional questions, please feel free to contact Claims Manager, Ashley M***, at ###-###-####.Sincerely,Carl *T*** Assistant Vice President

June 16, Dear *** ***:Thank you for your letter of June 10, 2014, regarding *** ***s claim.*** ***s vehicle repairs were completed on June 10, Because our process includes our adjuster inspect the vehicle after repairs, this did delay the process one day as our
adjuster was not at the shop where repairs were completedThe very next day our adjuster inspected the vehicle paid for the supplement damage and *** *** was about to pick up his vehicle.If you have any questions, please feel free to contact *** ***, Auto Damage Manager, at ***.Very truly yours,

July 22,
class="InsideAddress">
Revdex.com OF METROPOLITAN WASHINGTON DC
AND EASTERN PENNSYLVANIA
K STNW
, 10TH FLOOR
WASHINGTON DC 20005-
ATTN: *** ***
Re: Policy Number: ***
ID Number: ***
Re: *** ***
Dear *** ***:
This is in response to your email of July 11, 2014, addressed to Tony N*** of GEICO. Your letter has been referred to me for response as the Accounts Receivable Department is my responsibility.
Our records show that *** ***’s GEICO automobile policy has been on the recurring debit/credit card method of payment since the inception of her policy on November 10, 2012. She chose to pay her premiums in six installments per policy period. Her payments are approximately $a month. There is a $service charge for all installment payments. Paying online using her checking account would also have a $service charge attached. The only way to prevent a service charge is to pay the policy in full with one payment each policy period.
*** ***’s policy premiums only increased $over the last year. This was a result of an overall rate increase in the state of Indiana, and not due to any adverse activity. *** *** has maintained an excellent driving history as well as an excellent payment record.
We trust that this information is sufficient in order to allow you to close out this complaint.
If you have any additional questions or concerns regarding this issue, please feel free to give me a call at ###-###-####, ext***
Sincerely,
Barbara C***
Customer Advocate
Centralized Services

July 3,
class="InsideAddress">
Revdex.com OF METROPOLITAN WASHINGTON DC
AND EASTERN PENNSYLVANIA
K STNW
, 10TH FLOOR
WASHINGTON DC 20005-
ATTN: *** ***
Re: Policy Number: ***
ID Number: ***
Re: *** ***
Dear ***:
This is in response to your recent email, addressed to *** *** of GEICO. Your letter has been referred to me for response as the Accounts Receivable Department is my responsibility. You stated that this is a second request. We have no record of receiving your first request dated June 18,
Our records show that ***’ policy was effective March 17, to September 17, 2011. His policy was cancelled effective September 17, for non-payment of his renewal premium. On the cancellation date he still owed $for the remainder of the policy period prior to the renewal. We sent three letters on October 11, 2011, November 1, 2011, and November 22, in an attempt to secure the earned premium due. When we received no response, we turned the account over to *** our third party collection agency.
On December 30, 2011, *** spoke to a representative at *** and agreed to pay the balance in three installments of $78.30. He paid the first installment that day. The second payment of $was made on March 7, 2012. There was a remaining balance of $left to be paid. No payment was forthcoming. Since this was such a small amount, *** did not actively pursue the balance. However, in June 2014, they conducted a cleof some of the older accounts. This is why *** is just now receiving additional collection correspondence. .
Although this is a legitimate debt, as an exception we have agreed to forgive the amount due of $78.30. We have notified *** to cease any further attempts to collect this balance. Please be assured that this debt was not reported to any data collection service that would use the deb to adversely affect his credit report.
We trust that this information is sufficient to allow you to close out this complaint. If you have any additional questions or concerns regarding this issue, please feel free to give me a call at ###-###-####, ext***
Sincerely,
*** ***
Customer Advocate
Centralized Services

GEICO WAS FAILED TO TREAAT THIS CUSTOMER WITH RESPECT AND HONESTTHERE RESPONSE TO THE COMPLAINT HAD SEVERAL LIES IN THE RESPONSEPLEASE MOVE FORWARD WITH MY COMPLAINT
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because: I still feel that Geico made a big deal out of Like I stated it wasn't 500.00, and instead of working it out
with me, they forwarded this over to that scrappy, tacky, collection companyWell in the mean time I have gotten a lawyers advice in regards to this, and I was advised that I can, and will take this to the next levelSo, in the mean time I will not be accepting there response back to me.................Thank You
Regards,
t of
*** ***

August 25, 2014Dear *** ***:We have received correspondence from the Revdex.com (Revdex.com) requesting assistance on your behalfI am happy to provide you with the following responseOur records reflect that when your policy was issued on 05/29/14, with a policy
effective date of 05/30/14, a credit card payment of $was accepted for full payment using account ending in ***A *** *** was added to the policy at your request effective 06/07/resulting in a $prorated premium increase; an additional credit card payment in that amount was authorized at that time using the same card account ending in ***Your *** was removed from the policy at your request effective 06/25/resulting in an overpayment of premium in the amount of $A refund in this amount was returned to your card account ending in *** on 06/26/14.On 06/24/14, our Underwriting Department sent you a setter requesting completion of enclosed questionnaires, current registrations for all insured vehicles reflecting you as the registered owner, and proof of residenceThis letter advised that failure to provide the requested underwriting information by 07/25/could result in the cancellation of your policyWhen we did not receive the requested underwriting information by the due date, a Post Office Receipt Secured letter advising that your policy would terminate at 12:AM on 08/19/was sent on 07/29/As a result, a refund of $was sent to your card account ending in *** on 07/29/14.*** ***, I hope this information is helpfulIf you have additional questions, please call our analyst, Jennifer V***, at ###-###-####, extension ***,Sincerely,
Derek Z
Underwriting Manager GEICO General Insurance Company

April 22, Dear ***,We have received your letter dated April 14, and have reviewed *** ***’s concernsOn April 1, 2014, *** *** called GEICO to inquire about her towing coverageShe advised that she had driven through a pothole and splashed water onto her
motor and she thought it may be causing engine problemsGEICO offered to tow her vehicle to one of our guaranteed repair shops to see if this might be a covered loss.When the shop inspected her vehicle it appeared that there had been some prior electrical work that was causing her engine issues and our Auto Damage adjuster was able to confirm that there were no damages that would be covered under either the collision or comprehensive portions of *** ***’s policy,We apologize for any confusion regarding the shop’s diagnosis and the poor communication that resultedThe shop was able to reattach the wire, re-charge the battery and also towed the vehicle back to her *** so she can get her mechanical/ electrical problems fixed at the location of her choice.If there are any further questions, please do not hesitate to call the Central Pennsylvania Auto Damage Manager, *** *** directly at ###-###-####

We are in receipt of your complaint dated May 13, 2016, regarding the above-noted complaint
IDWe have not included any identifying information regarding our customer, as you requestedWe attempted to contact our insured on May 18, 2016, however we were unsuccessfulOn September 24, 2015, our insured's vehicle was hit while parkedOn September 28, 2015, we inspected his vehicle and prepared an estimate for repairOur insured chose to have his vehicle repaired at *** Auto Collision, and we arranged for his vehicle to be towed to that locationDuring the course of repairs, we were contacted by the repair facility and completed four supplemental inspections on October 6, 2015, October 19, 2015, November 6, 2015, and December 10, On January 26, 2016, our insured contacted us and indicated he was having difficulty getting his repair facility to address problems he was experiencing with their workWe spoke to a shop representative, who forwarded us an e-mail they sent to our insured, offering to meet to review his concerns, and to provide a loaner vehicle so that they could make any necessary corrective repairsOur insured subsequently contacted us with continued dissatisfactionWe offered to meet the insured and his shop to arrange a joint inspectionOur insured indicated he would contact us to arrange a meeting when his school schedule allowedOur insured contacted Matt D***, Auto Damage Supervisor, on May 12, 2016, with the intent of arranging a joint inspectionDuring that call, our insured disagreed that he selected *** Auto Collision for the repair of his vehicle, and disconnected the callWe sincerely regret the problems our policyholder has experienced with the facility where his vehicle was repaired*** Auto Collision is not a GEICO Auto Repair Xpress shop for which GEICO can guarantee repairs, and GEICO does not have a relationship or affiliation with *** Auto Collision, but we remain willing to meet our insured and the shop management, with the hope we can assist our insured in resolving his remaining concernsIf you have any further questions you can reach Todd K*** at ###-###-####, via fax at ###-###-#### or at ***Sincerely,
Don R***
Regional Vice President

[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because: My background before I retired included troubleshooting for companies such as *** ***, *** ***, ***, and many more. I put in a complaint because in I found a customer service culture of partial listening, jumping to incorrect conclusions, and no supervisor followup, a software bug in the calendar scheduling software for which there was no followup and only someone to call and tell me it was my problem, and back charging me additional expenses. Then I found out there was an extremely small payment window and very structured payment options. Finally, someone called me and dumped on me while I was trying to cook. As a result, I have canceled my policy
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
*** ***
4:PM (minutes ago)
tome
This complaint has been resolvedReally appreciate your help!
Regards,
*** ***

October 21,
text-align: justify;">
*** ***
Revdex.com
RE: ID Number: ***
Complainant: *** ***
Claim Number: ***
Dear Ms***:
Thank you for your October 18, inquiry
Our insured, Ms*** ***, rented a vehicle from *** Rental car on July 24, while vacationing in the Virgin IslandsShe was then involved in an accident in the rental car on the same day
On August 23, 2016, we issued a payment to *** Rental less the salvage value of the vehicleWe were contacted by *** Rental and advised that the check was short $3,*** was requesting the following:
$3,for salvage value
$75.00 for a tow
$273.00 for one week loss of use
$95.00 for administrative fee
Initially, we did not agree to pay the additional monies due to the issue with the salvageAfter receipt of this complaint we researched further to see what the possibilities were with the salvage
On October 21, 2016, after a review with our Auto Damage Department, we have agreed to waive the salvage value of the rental vehicleOur research indicates that there are no salvage yards or towing companies on this islandTherefore, we have issued a payment of $3,to *** Rental todayWe also called *** Rental and our insured to advise that a check has been issued to *** for the salvage value of the rental vehicleWe have requested from *** Rental a copy of the tow bill to review for consideration of payment the $towWe have also asked *** Rental to send documentation
ID #: ***
Page Two
regarding reimbursement of the one week loss of use and their administrative feeOnce this documentation is received, we will review for consideration of payment
We sincerely regret any inconvenience that our handling has caused *** RentalShould you have any further questions, please feel free to contact Claims Manager, Ashley M***, at ###-###-####
Sincerely,
Carl A T***
Assistant Vice President

June 18,
Revdex.com OF METROPOLITAN WASHINGTON DC
AND EASTERN PENNSYLVANIA
K STNW
, 10TH FLOOR
WASHINGTON DC 20005-
ATTN: *** ***
Re: Policy Number: ***
ID Number: ***
Re: *** ***
Dear ***:
This is in response to your email of June 4, 2014, addressed to *** *** of GEICO. Your letter has been referred to me for response as the Emergency Road Service Department is my responsibility
As we stated in our prior response to your office, we are not responsible for the mechanical repairs on this vehicle. The items not covered are wear and tear issues that have nothing to do with tire change or, the body damage caused when the tire came off the vehicleWe have fulfilled our obligation by paying for the body damage which was a direct result of the tire coming off. Our prior response to this complaint still stands
We trust that this information is sufficient to allow you to close out the complaint for our Emergency Road Service Department. If you have any additional questions or concerns regarding this issue, please feel free to give me a call at ###-###-####, ext***
Sincerely,
*** ***
Customer Advocate
Centralized Services

July 24,
face="Times New Roman">*** ***
Revdex.com
K StNW, 10th FLOORWashington, DC 20005-
Claim Number: ***-**
Insured: *** ***
Date of Loss: April
Complainant: *** ***
File Number: ***
Dear ***:
Thank you for your letter correspondence of July 21,
In review of the claim, we attempted to work with ***’s repair facility and the certified *** dealership to diagnose the trunk lock issueNeither the repair shop nor the dealership could relate the trunk lock to the collision loss of April 25, 2014. Our contact efforts reflect conversations with ***, or her husband ***, on June 13, June 19, June and June to provide status of the claim
Our manager, *** ***, spoke to *** prior to the receipt of your letter Repairs are currently underway at her shop of choice, *** at *** *** is satisfied with this resolution.
If you have any further questions, please contact *** *** at ###-###-#### or by email at ***
Sincerely,
*** ** ***
Virginia Beach Regional Office
GEICO Indemnity Insurance Company
NAIC# ***

HelloMy name is Mary E***(Policy #***) and well, I used to be a loyal customer of GeicoI am now researching insurance companies because of how Geico treated me! Moreover, when my renewal hits...I am gone!
Well, or days before the Thanksgiving Holiday came...I was short on cash and my account with Geico was already in the cancelation phase but I manage by the grace of God to come up with the moneyHowever, I was cents short; Literally cents!! I had been in contact with Geico a week before this and a week before thatBut on this specific call into Geico was highly unprofessional...rude...disappointing and harsh! So, I called in and asked if I could get an extension until after Thanksgiving...the rep on the other end said I couldn'tNow, I was feeling pressured and in despair...remember I am a loyal customer and I only wanted to pay my billSo, I could drive to see my mom with my son and not get pulled overSo, I told the rep...I have and that was it!! She kept pushing and pushing me as if I were a slot machine to get more money to come out of meThe total was I reiterated this is all I have...there isn't anymore! She had the nerve to tell me to ask a family member or friend for the extra centsShe also added that if they took the 66.38...the account would still be closed and they would take the and without a refund!! I was irate...I asked her to put her boss/sup on the phone and it took her awhile to come to the phoneI explained my situation to her with the heaviest heart and she kept telling me...The system won't take half a paymentI replied...its not half, it is all but centsShe kept saying...I know how you feel...blah...blah! I replied...No, you don't because I m trying to get to my mothers house without being pulled over...having my vehicle towed something or more embarrassing and dangerousI told her that my son is traveling also! She didn't care...she just kept saying I do completely understandI replied once more...You do not!! I m trying to pay here but you will not allow me or that you don't advise me without the cents? cents??? I was out done....heavy heart, so I hung up on both of themNeither one did not want to help and that particular system they were referring to needs to be replacedMy policy was going to be cancelled for a lousy cents....who does this to people during the holidays??? Oh yeah...Geico does!!
Their customer service is atrocious and they could care less about their loyal...paying customers that were having a bit of a hardship at the time; during the Thanksgiving HolidayWe are we all supposed to come together and "give thanks...!" I was in tears!! I don't understand companies such as these and they make millions of dollars but cannot help a less fortunate person such as myself...a single mom with a Autistic son and cannot get a break!! I am enraged with this company!!!

July 22,
0in 0in 0pt" class="MsoNoSpacing">
Revdex.com
Attn: Anita Horne
K StNW, 10th Floor
Washington, D.C. 20005-
Re: *** * *** ***
Case No***
Dear *** ***:
This is in response to your correspondence received in our Washington, D.CExecutive Offices. It was referred to the ***, TX Regional Office for a reply
On March 26, 2014, *** *** purchased a GEICO Casualty Insurance Company policy, effective April 23, through October 23, 2014. The down payment was made by electronic check in the amount of $371.79. The policy was placed on the Electronic Funds Transfer payment method and confirmation was mailed March 27, (copies enclosed)
Later in the day of March 26, 2014, *** *** spoke with a Customer Service Representative and cancelled the down-payment electronic check
On March 28, 2014, an Electronic Funds Transfer Bill Notification was sent to *** *** reflecting a payment of $would be due April 23, (copy enclosed)
On April 3, 2014, GEICO sent *** *** a letter indicating the Electronic Funds Transfer bank account number was invalid, therefore, we deactivated the Electronic Funds Transfer enrollmentThe policy was changed to a Direct Invoice (copy enclosed).
On April 9, 2014, a billing notice was mailed to *** *** in the amount of $to be due April 23, (copy enclosed)
On April 11, 2014, *** *** spoke with a Customer Service Representative and made an electronic check payment in the amount of $
On April 15, 2014, *** *** spoke with a Customer Service Representative and made a credit card payment in the amount of $and changed the billing plan from the Direct Invoice to the Recurring Card Payment method
On April 16, 2014, a Recurring Card Payment Notification was sent to *** *** indicating a payment would be charged to his card in the amount of $on June 23, (copy enclosed).
Also on April 16, 2014, the payment of $was returned by the bank as Invalid Account Number.
On May 5, 2014, a Recurring Card Payment Notification was sent showing the payment of $was returned on April 16, 2014, therefore, a payment of $was due May 23, (copy enclosed)
On May 13, 2014, a Recurring Card Payment Notification was sent indicating a payment of $was due on May 23, (copy enclosed)
On May 23, 2014, a Recurring Card Payment in the amount of $was received and was declined the same day. The payment was resubmitted on May 27, and was declined the same day for Non-Sufficient Funds
On May 29, 2014, a Notice of Cancellation for Nonpayment of Premium was mailed in the amount of $to be due before June 9, or the policy would cancel (copy enclosed). A payment was received June 8, in the amount of $and the policy continued in force
On June 23, 2014, a Recurring Card Payment in the amount of $was received and returned by the bank on the same day. The payment was resubmitted on June 27, and was returned the same day due to Non-Sufficient Funds
On June 30, 2014, a Notice of Cancellation for Nonpayment of Premium was mailed in the amount of $due before July 11, or the policy would cancel (copy enclosed). A payment was not received and the policy cancelled
GEICO extends a grace period on monthly installments whereby payments can be accepted within three calendar days of the Cancellation Notice effective date without a lapse in coverage. The first counted day is the Cancellation Notice effective date. In this case, a payment would be needed prior to 12:a.mJuly 14, in order to continue without a lapse.
On July 14, 2014, at 6:p.mCentral Standard Time, *** *** contacted the Customer Service Department to make a payment. As coverage was only paid for until May 23, 2014, the premium balance of $was for coverage provided from May 23, until July 11, 2014. This amount needed to be collected prior to quoting a reissue policy
*** *** paid the policy balance and was transferred to a Customer Service Representative and was given a quote to reissue his policy. *** *** declined the reissue policy offer.
We regret *** *** received conflicting information from the Customer Service Department, however, all Corporate reissue procedures were followed. The lapse in coverage will not be rescinded nor will the previous rate be restored
*** *** may contact the 24-Hour Customer Service Department at his convenience for a quote to reissue his policy.
A Statement of Account is enclosed.
If you need additional information please contact Jerry M*** by telephone at ###-###-#### from 8:am to 4:pm CST or by email at ***
Sincerely,
Greg J***
Assistant Vice President
Enclosures
Cc: *** * *** ***
*** *** **
*** *** ** ***

class="MsoNormal">Dear *** ***:
Thank you for your recent inquiry. Claims Manager Scott R*** spoke with *** *** on August 21, and addressed his concerns
We understand that *** *** is upset that the payment for his vehicle repairs was made payable to and was mailed to his body shop of choice, * *** * *** ***. *** *** had requested that a check be mailed directly to him, co-payable to him and the body shop. Our obligation as an insurance carrier is to ensure that payment is issued for the damages incurred as a result of this loss. Payment directly to the shop that *** *** chose would satisfy this obligationBecause *** *** has a lienholder on his vehicle, either his lienholder or his body shop of choice would need to be included as a payee on the check for his vehicle repairs to protect the lienholder’s interest.
As *** *** requested in his conversation with Scott, we have contacted * *** * *** *** to ask that they refund the payment that was issued, or that they provide *** *** with the funds to have his vehicle repaired properly. Scott was unable to reach anyone at the shop but did leave a voicemail message with this request
We understand that *** *** is unhappy with the repairs completed by the body shop that he chose, but we are unable to honor his request to issue payment for repairs that we have already paid for
If you or *** *** have any further questions, please contact Scott R***, Claims Manager, at ###-###-####
Sincerely,
James S***
Regional Claims Director

June 27, Dear ***:This will acknowledge receipt of your request regarding the above named insured’s private passenger automobile policyI have carefully reviewed the matter and my findings are as follows:In ***’ correspondence to your organization she
expresses concern that GEICO added her son to her automobile policy without her consent causing an increase in premiumShe has requested that GEICO remove her son and reduce the policy premium.GEICO’s records show that *** *** obtained an operator’s license in the state of Massachusetts while residing at the rated location of the insured vehicle(s) on May 1, GEICO’s Automobile Insurance Policy includes coverage for Household MembersHousehold Members are defined in the contract as follows:Household Member - means anyone living in your household who is related to you by blood, marriage or adoptionThis includes wards, step-children or foster children.*** was added to the policy due to the fact that he is a household resident and does not have coverage of his ownSo long as *** resides within the household, has a license and does not have coverage elsewhere he will remain on ***’ policyGEICO has spoken with *** about her concerns and explained her options regarding the increase in premiumPlease note that the contract referred to is the only contract offered by GEICO in the state of MassachusettsThe contract is offered in six or twelve month durations.It is GEICO’s position that all proper procedures have been followed in the handling of ***’ policyIf you have any questions, or if GEICO can be of any further service in this matter, please contact me at ###-###-####.Very truly yours,

April 24, Dear *** ***:Thank you for your follow up letter of April 23, 2014.We completed our liability investigation through recorded statements from all drivers involved, a copy of the police report and verbal confirmation from *** and *** of where their vehicles were damaged.We concluded *** contributed 50% of the damages to the front of his vehicle and 100% of his rear damageThe estimate of damage for the *** vehicle is as follows: Front- 1,and Rear- 363.82A check was issued to *** on April 25, in the amount of 1,for the damages to the front of his vehicleThe damage caused in the second occurrence to the rear of the vehicle was less than *** collision deductible,Should you have any further questions please contact Claims Manager, *** *** at ###-###-####.Sincerely,

Car insurance is very expensive in Massachusetts and particularly in certain parts of BostonI've had my current car insured under the same competitor for the last five years and despite a decent driving record, my rates have never gone downBecause of this, I started researching Geico which I heard was the cheapest around and now I understand whyEvery couple of days I would go on their website, put in my information, adjust the coverage (for collision, comp, etc.) and request a quoteThe quote that I chose to purchase was supposedly $for six monthsWhen I clicked to "purchase" that quote, it jumped to about $for six monthsI already reported a speeding ticket during my quote and Geico pulled up an accident that I was not at fault forMy current insurance company doesn't even hold me responsible for it and I filed it with them four and a half years agoSo after that re-evaluation when Geico took my credit card information and actually used my license number and VIN, my rate was $more than what I'm paying nowNow I'm just waiting to see if I get charged for their very deceptive business practices