Geico Corporation

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
No mechanic can touch my truck before you cancel my policy. 
Regards, 
Due to the fact that my vehicle is in operable . And my insurance is running out in days . With my insurance company cancelling me before I get the 125 dollar check to rpair . the part they found damagewhile possibilty remain that the damage could be much more and the issue needs to be found when the diagnoses alone could take longer than two weeks due to the fact that no mechanic can get to it before than remains unresolved after I take this in to get fixed I will be paying for more insurance than I can afford . An unreasonable choice like paying more for insurance for a vehicle just to keep it on the road long enouph to be repaired and take it off again due to higher rates should not be my expence. If you would like this to be resolved pay those outragious rates until my truck is fixed . I dont want it on the road or to pay for ot while its broke down especially if I have to incure more expence .I pay for insurance .  lets pit it this way . witg my new tates being what they are geico has made certain that my truck that ive aoaked thosands into is now junk .  
[redacted]

May 2, 2014
To Whom It May Concern:Thank you for your correspondence dated April 23, 2014.This claim was reported to us on April 4, 2014 by our insured **. [redacted]. He reported the other party merged into his vehicle causing the accident. Our file notes indicate we...

explained the filing options to **. [redacted] and he indicated he wanted to file with the at-fault party. However, it appears from his letter that there was a misunderstanding in this phone conversation and we sincerely apologize for this.We contacted **. [redacted] after receiving your letter. We apologized for the misunderstanding and offered our assistance. He indicated he had already completed his claim with the other carrier. We sincerely apologize for any miscommunication on our part.Should you have any further questions, please contact [redacted], Claims Supervisor, at ###-###-####.Sincerely,

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: Again as I stated in the past I never had a policy with Geico in the
past. Secondly their site never told me of any type of outstanding
amount of $54.13 due to them as I would have questioned that. Their site
froze when I was trying to look into a policy with them and
subsequently charged me. The emails that were sent to me I deleted. When
I saw those the next morning I checked my bank account and that is when
I saw that I was charged those two amounts which is why I called them
immediately after finding them. The female representative that I spoke
to told me that both charges would be refunded due to the error. I would
like to see proof of a screen that shows where I agreed to such a
charge of $54.13. They should have to provide proof of this since it is
their website. I also have my bank investigating this through a
regulation E form as I am not responsible for this amount. If I
supposedly had a policy with them in the past that was outstanding how
come not once have I EVER received correspondence or phone calls with regards to an outstanding debt. TO me that seems really strange.
Regards,
[redacted]

July 28, 2014
Dear [redacted]:This will acknowledge receipt of your request regarding the above named insured’s private passenger automobile policy. I have carefully reviewed the matter and my findings are as follows:
In [redacted]’s correspondence to your organization she alleges...

that GEICO added her boyfriend to her automobile policy without her consent causing an increase in premium. She has requested that GEICO remove him and reduce the policy premium.GEICO’s records show that [redacted] added her boyfriend, [redacted], via GEICO.com. Furthermore, when adding **. [redacted], she indicated that he was a regular operator of the insured vehicle and was not insured elsewhere. Upon review of his driving record, it was determined that he was a significant risk to the policy and proof that he would not be an exposure would be required to remove him.
It is GEICO’s position that all proper procedures have been followed in the handling of the policy in question. [redacted] has since cancelled the policy. All unearned premium has been refunded. If you have any questions, or if GEICO can be of any further service in this matter, please contact me at ###-###-####.Very truly yours,Michael *. S[redacted] GEICO’s Executive Office

March 21, 2014
Dear [redacted]:I am in receipt of your electronic correspondence dated March 21, 2014 in reference to the abovereferenced complainant. Thank you for the opportunity to respond to **. [redacted]’s concerns as they speak to her...

cancelled homeowner policy.GEICO Insurance Agency, Inc. is a sales and service agent for [redacted] Insurance Company. As their agent, we are required to adhere to their underwriting guidelines for new and renewal business.As such, [redacted] underwriting determined and enforced the cancellation of her policy based on an inspection performed by Homesite. GIA does not make these underwriting decisions. That said, I have forwarded your email and the complaint to [redacted] directly and requested they respond to you under separate cover as to **. [redacted]’s concerns.If you have additional questions or concerns, please contact me at ###-###-#### extension. 
Sincerely,
[redacted]
GEICO Insurance Agency, Inc.

We have received your request for assistance on behalf of [redacted]. A response to Mr. [redacted] has been sent via United States Post Office mail. The following is a summary of that
response.
We recently sent Mr. [redacted] a letter offering him an opportunity to purchase a policy under our GEICO Family Pricing Program. This program allows children to receive a potentially reduced rate and some of the discounts that are offered on their parent's policy.
There was no promise made of providing the exact same rates as Mr. [redacted]'s parents. When rating an automobile policy, we take into consideration driving history, vehicle location, vehicle usage, and other additional factors that directly affect a policy premium. Since Mr. [redacted] resides in a different state, his policy would conform to the regulations and our filed rating plan for the domicile state.
Our records show that Mr. [redacted]’s father has chosen to continue to insure his son's vehicle. In order to provide coverage, we established a separate policy for his location în Oregon.
If you have any additional questions, please contact our analyst, Mary A[redacted], at ###-###-####, extensign 5508,
Sincerely,
Gregory J[redacted]
Assistant Vice President
GEICO General insurance Company

GEICO maintains the posistion as stated in the prior response.  It is the consumer's responsibility to be prepared with complete information when requasting a quote to add a vehicle.  All quotes given are approximate when a vehicle identification number is not provided.  It is also GEICO's practice to advise of such at the time of a quote.

March 12, 2014
Dear **. [redacted]:
Thank you for your March 4, 2014 inquiry.
The above referenced complaint arises from an accident which occurred when [redacted] struck a deer with her 2004 [redacted] Cruiser.
We reviewed the...

policy information for **. [redacted]. Our records do not indicate the vehicle involved in this loss had Comprehensive coverage on the date of loss. We also have no record **. [redacted] ever made a request to have Comprehensive coverage added to her policy. A declarations page was provided to **. [redacted] when she purchased the policy and you will find a copy enclosed for your review. The vehicles insured under the policy and their respective coverages are listed on Page 5 of the attachment.
If you have any additional questions or concerns, please contact **, [redacted], Claims Manager, at ###-###-####.
Sincerely,

June 13, 2014
Dear [redacted]:Thank you for your June 11, 2014 e-mail regarding [redacted]s complaint. [redacted] asked that I respond on his behalf and I welcome the opportunity.**. [redacted] has spoken with our management staff regarding this complaint. It has been explained that...

when she went on line to request an insurance quote she had several disclosures to read and accept. One disclosure was that the original quote was based on the information she entered in the online application and the premium could change if we discovered undisclosed accidents or convictions after pulling motor vehicle and accident reports. We do not pull any reports unless an applicant accepts the original quote. Once we pulled the reports, we discovered an unrevealed conviction which increased **. [redacted]s premium. **. [redacted] decided she would not accept the policy at the higher premium; therefore, we provided her with a refund for the total amount she paid for the new policy.Another disclosure states we must collect any earned premium owed to GEICO from a previous policys) prior to issuing a new policy. We discovered **. [redacted] owed a balance on her prior GEICO policy due to a check she presented to us being returned by her financial institution for insufficient funds. We collected that balance in accordance with our business practice.I hope this information has been helpful. Please contact my associate, [redacted], at [redacted], extension [redacted], if you have further questions regarding this matter.Sincerely,

[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 Administratively Resolved]Complaint: [redacted]
I am rejecting this response because I was informed today,
August 25, 2015, that Geico will not pay the rental car and storage fees
associated with my vehicle’s repair. On Friday, August 21, 2015, Geico did say
they will pay for the replacement of the air-conditioning system, for which I
am grateful. However, I had no control of the time it would take for Geico to
diagnose the problem with my air-conditioning system and authorize the repair,
which was a total of ten (10) weeks. Geico hindered the diagnosis by requesting
opinions from two (2) providers that were not the original repair shop, one (1)
of which does not have verifiable credentials.
The rental car fees accrued over eight (8) weeks while Geico
delayed the decision on repair authorization. Geico has repeatedly said that
they can only pay me based on the original claim that occurred in October,
2013. The accrual of rental car fees is a circumstance outside of the original
claim because the parts failed to work, which makes this a part warranty issue,
not an original claim issue. These after-market parts were not recommended by
the shop; however, Geico only authorized these parts for the repair. In an
effort of good faith, my husband temporarily altered his work schedule to
carpool so that I could drive his car to work starting week nine (9).
Presently, I have not had my car for eleven (11) weeks. I
have documentation proving that I contacted Geico on a regular basis to resolve
this claim and mitigate damages. They were aware of the accumulating storage
fees and continued to prolong the duration that my car sat at the shop. I was
unable to remove it from the shop because it was disassembled to an inoperable
state. Because Geico delayed the decision of work authorization, the payment determination
of storage fees is between Geico and the shop. Today, August 25, 2015, the shop
informed me and Geico that they will not release my vehicle until the full invoice
(repairs & storage fees) is paid.
Furthermore, the notification that my claim was denied
came in the form of the following two (2) sentences, “Ken [third-party inspector, unverified credentials] advised Matt [shop contact] that there was no evidence of a leak in the
condenser which Matt stated there was. Matt placed dye in the system and no
visible leak was detected with the black light provided by the shop at time of
inspection.” This was received via email from the adjuster on
August 6, 2015, leading me to believe that Geico was still pursuing resolution.
It wasn’t until I spoke to a claim representative on Tuesday, August 18, 2015,
that I found out that the adjuster denied and closed the case. The claim
representative said she has “not seen anything like this before” and agreed
that the email on August 6, 2015, from the adjuster was “not clear.”
The acceptable resolution is that: a) Geico pays for the
air-conditioning system replacement and repairs, of which they have already
agreed; b) Geico covers the expenses of the rental car ($1203.32); and c) settles
the storage fees with the shop so that my vehicle is returned to me and this
matter is settled.  
Enclosed:
1.      
[redacted] Supplement 2 - Geico Estimate of
Repairs received August 25, 2015, at 4:45 p.m.
2.      
Repair Invoice and Balance Due - Shop Invoice received
August 25, 2015, at 3:49 p.m. 
Regards,
[redacted]

Dear [redacted]:
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Thank you for your recent inquiry.
 
We do have a video, police report, and information for the person that [redacted] believes caused damage to his vehicle. However, the video does not show a vehicle actually colliding with [redacted]’s vehicle, nor does it show any vehicle that can be definitively identified as one owned by [redacted].  Based on this information, we did not feel that we had a strong case to pursue recovery from [redacted]’s insurance carrier for payments that we made under [redacted]’s collision coverage.
 
In light of [redacted]’s ongoing concerns, we will move forward to file arbitration to attempt recovery from [redacted]’s insurance carrier. We have informed [redacted] that we will proceed with arbitration at this time, but have also informed him that there is no guarantee that we will be successful in recovering our payment or his collision deductible.
 
If you or [redacted] have any further questions, please contact Christina G[redacted], Claims Manager, at ###-###-####.
 
 
Sincerely,
 
 
James S[redacted]
Regional Claims Director

Geico changes their price after you signed - sounds familiar? This time I made them promise it won't change and the rates are locked in... guess what happened.
I have had some issues in the past with Geico raising the price after the policy started (I'm sure not to be the only one), but I have to warn you all about this particular case.
I am moving states, and was looking for home and car insurance as I was currently on a regional policy.
Long story short, I decided to go with Geico for auto, after 1-2 hours discussion with Eric Z. on a recorded line as their rates were lower than what the competition offered.
Because of my past experience with Geico, I made sure we went together through my DMV records so we have a 100% accurate quote. We did it twice. To the point that he said "that will be your locked in rate, it cannot change"... On a recorded line.
He called me almost everyday, urging me to sign up (my move is still 1 month away), and at that point I was tired to shop around so I signed up.
2 days after I sign, the rate goes up. I call Geico and they tell me that they found out there was a speeding ticket they didn't see during the quote - the same phrase I heard when I signed up for auto policy a while back with them.
I told them the situation and that we spent a few hours going through records ( I have 1 speeding ticket and 1 hit and run, really not that hard), and that they should check the recorded line. Supervisor said she will call me back within the hour after checking the recorded line - never did.
4 days later, I call them back and now I get a supervisor (Leslie) telling me "well, it's still the best price you'll get, we have the right to change 60 days after you sign up - so yah, nothing we can do - if you don't have anything else sir, bye."
Ok - maybe she's right. And they're legally operating. But they could obviously come back tomorrow and say "oh we found this other thing and your rate will go up again"...
Ethically, it's wrong in so many levels. Basically they'll under quote you to get rid of the competition and come up with the real price just after you sign - using the same phrase - "we didn't see you had that record when we did the quote".

The points of impact do not indicate Mr. [redacted] had full control of the intersection as the damages were to the right front corner of his vehicle. 
We have no evidence that Ms. [redacted] was traveling at a high rate of speed....

 The police report indicates "no" under speeding related for Ms. [redacted], however, indicates "racing" under speeding related for Mr. [redacted].If you have any further questions, you can contact our Claims Manager, Kristen S[redacted],, at ###-###-#### ext [redacted]
Sincerely,
Angela R[redacted]
Assistance Vice President

April 14, 2014
 
[redacted]
Revdex.com
1411 K. Street NW, 10th Floor
Washington, D.C.  20005-3404
 
Re:       File Number:               [redacted]
            Policy Number:           [redacted]
            Complainant:               [redacted]
 
 
Dear **. [redacted],
 
This is in response to your April 10, 2014 correspondence.
 
We have provided **. [redacted] with a copy of the screen shot showing the new rate presented to him online.  He elected to continue on this page which resulted in the processing of the down payment shown.  Our position has not changed and we feel we have adequately addressed the concerns that were raised.  
 
 Sincerely,
 
 
[redacted]
Assistant Vice President

July 11, 2014
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Revdex.com
1411 K. Street NW, 10th Floor
Washington, D.C.  20005-3404
 
Re:       File Number:              [redacted]
            Retention Number:     [redacted]
            Complainant:              [redacted]
 
 Dear **. [redacted],
 
This is in response to your July 3, 2014 correspondence.  **. [redacted] obtained several quotes online for two different addresses ([redacted] [redacted] Oh [redacted] and [redacted] [redacted] Ohio [redacted]) prior to contacting us to purchase a policy.  Our rating system is designed to assign rates based on the zip code of the primary location of the vehicle.  When **. [redacted] called to purchase her policy, the rates were changed to reflect those of her new address ([redacted] [redacted] Apt 34, [redacted], OH [redacted]).  While we understand she did not anticipate an increase in rates, we must assign rates based on the correct address.   
 
We received **. [redacted]’s written application and our underwriting department spoke with her on June 9, 2014 regarding the information she reported.  It was our understanding that she would call to place the policy in force.  We regret the inconvenience **. [redacted] may be experiencing, but we are unable to provide the complimentary coverage she is requesting.    
 
If additional information is needed to close your file, please contact [redacted] at ###-###-#### or [redacted].
  
Sincerely,
 
 
[redacted]
Assistant Vice President

April 17,2014Dear [redacted]:I am in receipt of the request for assistance you submitted to the Revdex.com. I am happy to provide you with the following response.I would first like to thank you for choosing the GEICO family for your insurance needs. We know you have...

many options when selecting an insurance company, so we truly value you as a policyholder.I would next like to apologize for any inconvenience caused by the difference between the premium quoted prior to the cancellation of your policy and the premium quoted at the time you requested a reissue of the policy; we should have done a better job of explaining what may happen if you allowed the policy to experience a lapse in coverage. I take quality of service very seriously, so this will be addressed with our management team.I am pleased that you have accepted the offer of insurance we extended to you on 04/15/14. Our records reflect that the policy was reissued at your request with a policy effective date of 04/16/14. It is my hope that you will allow us to provide your insurance needs for many years to come.[redacted], I apologize again for any inconvenience this matter caused. If you have any additional questions, please feel free to contact me at ###-###-####, extension **.Respectfully,

December 8, 2016
[redacted]
Revdex.com
1411 K ST. NW, 10TH FLOOR
WASHINGTON DC 20005-3404
ID Number: [redacted]
Re: [redacted]
Dear Ms. [redacted]:
This is in response to your email of December...

1, 2016
Our records show that on November 5, 2016, Mr. [redacted] was involved in an automobile accident with one of our insureds. We accepted liability for the damages to Mr. [redacted]’ vehicle. Our total loss settlement offer was $4,507.83. On November 8, 2016, we contacted [redacted] National Bank, Mr. [redacted]’ lienholder. They provided a letter of guarantee for $3,233.36. We issued payment to them immediately and requested a copy of the title. Since Mr. [redacted] had positive equity in the vehicle we sent him a power of attorney to complete and return.
We received Mr. [redacted]’ completed power of attorney on November 22, 2016. At this time, we had still not received the title from [redacted] National Bank. Upon further discussion with [redacted] National Bank, they confirmed that they do not have the title. They advised the titles are electronic and are stored by the state.
On December 2, 2016, we spoke to Mr. [redacted] and apologized for the miscommunication and advised him that if he would furnish us with a copy of his bill of sale, we would issue his equity payment immediately upon receipt.
On December 5, 2016, the bill of sale was received. We spoke to Mr. [redacted] to advise him that his equity check in the amount of $1,274.57 was being issued. He should have his check within the next seven to ten working days.
We trust that this information is sufficient to allow you to close out the complaint. If you have any additional questions or concerns regarding this issue, please feel free to call my associate, Barbara C[redacted], at ###-###-####, ext. 1271.
Sincerely,
Matthew L. M[redacted]
Assistant Vice President
Virginia Beach Regional Office

August 6, 2014

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Revdex.com of Metropolitan [redacted] DC and Eastern Pennsylvania
1411 K St.  NW, 10th floor
P.O. Box 149104
[redacted], DC  20005-3404
 
Attention: [redacted]
 
RE:     CASE NUMBER:                 [redacted]                                                                   
                        COMPLAINANT:                [redacted]            
                        INSURED:                            [redacted]                        
CLAIM NUMBER:             [redacted]                                   ...⇄
POLICY NUMBER:            [redacted]               
DATE OF LOSS:                  May 23, 2014            
COMPANY:                          Government Employees Insurance Company       
 
Dear [redacted]:
 
Thank you for your letter of July 29, 2014.
 
Auto Damage adjuster Ashanti G[redacted] inspected **. [redacted]’s 2005 [redacted] on June 24, 2014 and wrote an estimate for repairs in the amount of $1,089.64, which included damage to the rear bumper cover, left tail lamp and left quarter panel.  Ms. G[redacted] found no damage to the vehicle’s suspension or any indications that the this loss would have damaged the vehicle’s suspension or wheel bearings. 
 
On July 2, 2014, Auto Damage adjuster Matt H[redacted] inspected **. [redacted]’s vehicle at [redacted] Collision Center because of supplemental damage being requested by the repair facility.  Mr. H[redacted] added some refinish operations to the repair estimate bringing the net repair cost to $1,305.51.  However, Mr. H[redacted] found no damage to the suspension or wheel bearings that were related to this loss.  As per **. [redacted]’s complaint, the repair facility indicated that the vehicle’s wheel bearings may be damaged, however the damage was not related to this loss. 
 
If there are any additional questions, please feel free to contact Claims Manager Justin K[redacted] at ###-###-####.
 
Sincerely,
 
 
Dan B[redacted]
Assistant Vice President

August 6, 2014
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[redacted]
Revdex.com
1411 K St. NW, 10th FLOORWashington, DC  20005-3404
 
Claim Number:            [redacted]          
Insured:                       [redacted]                                
Date of Loss:              07/27/2014     
Complainant:               [redacted]                         
Complaint Case:          [redacted]
 
Dear [redacted]:
 
We are in receipt of your correspondence of August 4, 2014.  
 
Our original inspection of [redacted]’s vehicle took place July 30, 2014.  At the time of inspection, our adjuster found damage to the right front wheel hub and prepared an estimate.  The vehicle was being driven at the time of the accident and the damage occurred after swerving to avoid an animal and running off the road. The estimate amount was $443.53.   
 
The repairs were completed at [redacted] in [redacted].  At the time of inspection there was a fuel warning light on the dash of the vehicle which [redacted] advised was related to the claim.  There was no impact damage to the fuel tank so our adjuster advised that the shop would diagnose the service light with a scan tool.
 
The OBDII scan of the vehicle registered the fault with the Fuel Level Sensor Circuit and that 8,416 miles had been driven since the issue with the sensor was recorded in the vehicle’s on board memory.  The file was documented with the information and we informed [redacted] that it would not be covered under the current claim as the damages were pre-existing.  The adjuster’s supervisor, Matthew W[redacted], reviewed the file with [redacted] and reaffirmed the fuel sensor was not related the accident.
 
If you need any further assistance with this matter, please contact Auto Damage Manager, Stuart R[redacted], at ###-###-#### or email [redacted].
 
Sincerely,
 
Joseph *. T[redacted]
Virginia Beach Regional Office
GEICO Casualty Insurance Company
NAIC # [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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because of the following lines in the business response: "[redacted], as well as any other glass shop that handle mobile repairs/replacements, is entitled to charge a mobile fee from private individuals.  They do not normally charge insurance carriers this fee due to the volume of business generated and the guarantee of payment."  I understand that [redacted] is the one who charged me the mobile fee.  However, why should my insurance company be able to assume that the cost of the mobile fee is simply added into the quote.  I went through my insurance company in order to get an actual quote before taxes.  I submitted my claim and was told a quote.  If my insurance company who gave me the quote misquoted me then they should be the ones dealing with [redacted] in order to recoup the $26.75.  I did not receive the quote through [redacted].  They simply told me that they have all of my information from Geico.   
Regards,
[redacted]