Geico Corporation

May 12, 2014
Dear [redacted]:Thank you for your May , 2014 inquiry.This inquiry stems from a theft loss to a 1997 [redacted] owned by **. [redacted]. In his complaint to your office, **. [redacted] contends he incurred a rental expense during the first 48 hours after the theft of...

his vehicle for which he would like reimbursement. Our policy contract with **. [redacted] is quite clear in that we cannot provide transportation expense for the first 48 hours after a theft loss is reported to us and to the appropriate police department. However, in an effort to assist **. [redacted], we agreed to waive this 48 hour requirement and reimburse **. [redacted] up to the policy limit of 30.00 per day for the two days in question. Once **. [redacted] submits the rental receipt, a check will be issued to him in the amount of 60.00. In an attempt to obtain the receipt directly from [redacted], we were advised by them they have no record of a rental for **. [redacted] on those dates. Therefore, he will need to submit his receipts directly to us.If you have any additional questions, please contact **. [redacted], Claims Manager, at ###-###-####, extension [redacted].Sincerely,

May 19, 2014

class="InsideAddress"> 
Revdex.com OF METROPOLITAN WASHINGTON DC
         AND EASTERN PENNSYLVANIA                 
1411 K ST. NW
, 10TH FLOOR            
WASHINGTON DC  20005-3404
ATTN: [redacted]
            
Re: Policy Number: [redacted]
            ID Number: [redacted]
        Re: [redacted]
 
 
Dear **. [redacted]:   
 
This is in response to your email of May 7, 2014, addressed to [redacted] of GEICO.  Your letter has been referred to me for response as the Accounts Receivable Department is my responsibility.  
 
Our records show that policy number, [redacted] was effective December 17, 2010 to June 17, 2011.  The policy was cancelled for non-payment of premium effective January 10, 2011 with an earned premium balance due of $244.57.  The policy was in the name of [redacted].  The mailing address on the policy was PO Box [redacted], AR.  The rated location of the vehicles insured was [redacted], AR.  The vehicles insured were a 1997 [redacted], and a 2002 [redacted].   
 
We tried to contact [redacted] at the phone number shown on this complaint.  However, the phone number is not a valid phone number.  There is no area code [redacted] in the United States.  If **. [redacted] was not the owner of this policy or the vehicles shown above, we will need to speak to her to verify her identity through either her date of birth or the last four digits of her social security number.  If there is no match to what we currently have on file, we will contact Credit Collection Services to change the address so that they can continue the collection process on the correct prior policyholder. 
 
We trust that this information is sufficient to allow you to close out the complaint for our Accounts Receivable Department.  If you have any additional questions or concerns regarding this issue, please feel free to give me a call at ###-###-####, ext. [redacted].
 
Sincerely,  
 
[redacted]
Customer Advocate
Centralized Services

I would never recommended that place to anyone – my car is in the shop for almost a month due to the shop mistake and sloppy work ( as they stated that is a human errors). How many human errors can one shop cause to the one car. Over a month ago I was involved in the car accident and to my luck the driver that cause accident had GEICO Insurance. The GEICO give me an options to repair my car at their shop or receive payment, I chose go with GEICO option because I assumed they will direct me to trustful shop. However, that not happen the shop that GEICO direct me, the A[redacted] AUTO BODY& GLASS, mistreat my car, cause additional damage to my car by the shop employees, provide sloppy body paint ( dry paint and air bubbles under the paint), incorrect installation trunk gate, etc.. After third time requesting to fix my car correctly, I noticed that the shop and GEICO’ representors ( Adam B[redacted] and Robert E[redacted]) stop effectively communicate with me on the progress to fix my car. My car should be fixed within a week and my rental is due tomorrow, however I still didn’t received a calls on my car status. Within 3 days I tried reach out to GEICO’ representors ( Adam B[redacted] and Robert E[redacted]) to gain some information- I total left 6 messages. Unfortunately I still didn’t received any information on my car status, as Adam B[redacted] stated " I should expect a update call form the shop" - Over a month my journey to fix my car is frustrating, nerve-wracking and stressful – if you have any option to fix your car by choosing your own shop, DO THAT!!! GEICO Insurance and A[redacted] AUTO BODY& GLASS provide horrible end client service – cheap label work , under qualified service, lack of communication.

I am in south Florida a young male hit & ran my vehicle while it was parked almost taking my daughter's life, yet has to face him every day so you can alone imagine with that the amount of stress and trauma my family has endured. Although they have taken fault and did not get away our world has enter into a 2 week nightmare of disrespect, lack of communication, lack of professionalism by Geico claim adjuster team, I have reached out for over a week daily to have this matter resolve and today from 10am I received an email stating Geico is going to start charging me for storage and yet to resolve my concerns and rental ends in 2 days. Now 430pm Friday whole everyone goes home my family and I are left once again with Noone resolving this matter my car was hit on the driver side when I picked up my belongings my passenger mirror as torn off my tire was flat and the side was all scrapped damages that where NOT there when taken to collision center but yet subtracted from the value of my vehicle deemed a total loss, and a huge discrepancy with the mileage that is on the vehicle currently and what the mileage was at time of purchase compared to some source Geico uses that no one can explain to me directed me to call the Florida Department of Highway Safety and Motor Vehicles in which I did who have confirmed there is no discrepancy the vehicle was in fact inspected and approved by the state and sold to me with the mileage that matches the odometer reading form I filled out at time of purchase as well as the title information from the state. I am beyond dissatisfied and feel that it has been a disgrace that such a large company having a team not just one person but a team to be so negligent and are and have been been able to mistreat anyone with such disrespect and get away with it day after day.
Claim # **SSN**1[redacted]

November 5, 2015
[redacted]
Revdex.com of Metro
Washington DC & Eastern Pennsylvania

1411 K St. NW, 10th floor
Washington DC 20005-3404
VIA FACSIMILE: ###-###-####
RE: [redacted]
Insured: [redacted]

Policy...

Number: [redacted]
NAIC: 41491-GEICO Casualty
Dear Mr. [redacted]:
Thank you for your recent inquiry dated November 2, 2015. I welcome the opportunity to discuss Mr. [redacted]’s automobile policy.
On October 29, 2015 Mr. [redacted] received a quote for $340.35 per six months based on the fact that he reported no activity on his online sales application. GEICO, like most insurance companies, will request a copy of the driving record and claims history prior to binding a policy. We will obtain payment information prior to ordering these reports. If the applicant decides after the reports are obtained not to purchase the policy, the payment is not processed. Mr. [redacted] was advised that he would be notified once the information was reviewed and processed.
After a review of Mr. [redacted]’s Motor Vehicle Report, GEICO found that Mr. [redacted] was involved in an accident on July 31, 2013. This additional activity caused Mr. [redacted]’s premium to change to $390.50. Mr. [redacted] was sent the attached email regarding the premium difference.
Mr. [redacted] is receiving the best rate that we have available to him at this time. Currently, there is a balance of $50.15 for this policy since Mr. [redacted] has already made a payment of $340.35. Our staff strives to fulfill our commitment to provide the best customer service at the lowest possible cost.
I apologize for any inconvenience and frustration this issue has caused Mr. [redacted] and hope this information will assist you in resolving this issue. If additional information is required, please contact Chelsea G[redacted] at ###-###-####. Her office hours are Monday through Friday, 7:00 a.m. to 3:00 p.m. EST.
Sincerely,
John J. L[redacted]
AVP, Underwriting
Enclosure: Email to Policyholder
Cc: file

August 12, 2014
[redacted]Please accept our apology for not responding to your agency in a timely manner to [redacted]’s concerns. This is not indicative of our normal way of doing business.
On February 23, 2014, we issued new business declarations to [redacted] which...

outlined the coverage on his policy, We regret [redacted] believes we did not properly add the coverages he requested. Our records do not show that he requested collision coverage for his 2002 [redacted] at the time of the sale or prior to his March 3, 2014 loss.[redacted]’s policy did not include collision coverage that would have allowed GEICO to pay for his March 3, 2014 collision loss. We regret any inconvenience he experienced as a result of this loss. We aim to provide excellent service in a professional manner to all of our customers and apologize if [redacted] received less. If you have any further questions, please contact me at the number below.Sincerely,
Bertha B
Consumer Advocate Division

We received your correspondence dated November 28, 2016. We have not included any personal identifying information in our response, as you requested.
On October 31, 2016, we learned that a vehicle belonging to the complainant Sustained damage during a collision with our policyholder. We...

deemed the vehicle a total loss on November 7, 2016. Based on a market valuation report from CCC Information Services, Inc., we established an actual cash value of $11,502.00, plus sales tax of $805.14, for a net settlement of $12,307, 14. The market valuation report suggested a value based on a search of locally-available, similar vehicles. We relayed the settlement amount to our customer, who declined our offer, and referenced a value from Kelly Blue Book of $13,915.00. Additionally, our customer noted that our valuation did not include consideration for a "Tech Package" that was present on his vehicle.Our adjuster contacted CCC Information Services, Inc. to include the Tech Package. Since the package was a lower-cost package that included several options we had individually considered in our valuation, the updated actual cash value decreased to $11,719.71 including tax, We informed our customer of the updated valuation, Additionally, we explained that his vehicle's high odometer reading of 115,998 negatively impacted his vehicle's value compared to others in the local market. Our Customer continued to disagree with our valuation.
On N[redacted]mber 29, 2016, Matthew D[redacted], Auto Damage Supervisor, spoke with our customer regarding his claim. Mr. D[redacted] consulted Kelly Blue Book, and identified that the value our customer provided did not include his vehicle's correct mileage. Mr. D[redacted] calculated the Kelly Blue Book value to be $11,671.00. Mr. D[redacted] explained that since we had originally offered $12,307.14 as settlement, we would honor our original offer, despite the lower valuations in consideration of the Tech Package and the Kelly Blue Book valuation. After consideration, our customer agreed to accept our settlement offer on N[redacted]mber 30, 2016, and we issued payment for $12,307. 14.
We sincerely regret any inconvenience our customer experienced during the handling of his claim. We believe our settlement offers were accurate, and we are pleased that we reached an agreement. If We can be of any further assistance, piease contact Gail M[redacted] at ###-###-####, via FAX at ###-###-####, or via e-mail at [redacted].
Sincerely,
Don R[redacted] Regional Vice President

November 11, 2014
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Revdex.com
Attn: Anita Horne
1411 K St. NW, 10th Floor
Washington, D.C.  20005-3404
Re:       [redacted]
            Case No. [redacted]
Dear [redacted]:
This is in response to your correspondence received in our Washington, D.C. Executive Offices.  It was referred to the Dallas, TX Regional Office for a reply.
On October 2, 2014, GEICO sent a letter indicating a consumer reporting agency had indicated [redacted] may be a licensed or permitted driver with [redacted]’s address as their primary address (copy enclosed).
The letter indicated if [redacted] had other insurance [redacted] would need to provide a copy so we could update the policy.  The letter stated that [redacted] would be automatically added if no response was received within 15 days.
On October 21, 2014, [redacted] was automatically added as no response had been received.  As indicated on the letter, this was to provide insurance for [redacted], as it appeared [redacted] resided with [redacted], was related to her, and [redacted] did not carry her own insurance.  The change to the policy was an increase of $118.57, effective October 22, 2014 through December 30, 2014.
On October 21, 2014, [redacted] contacted the Customer Service Department and advised [redacted] was no longer a household resident.  The Customer Service Representative advised [redacted] proof of other residency was needed to remove [redacted].
On October 22, 2014, [redacted] provided the necessary documents to remove [redacted] from the policy.  The policy was changed, with a decrease of $118.57, effective October 22, 2014 through December 30, 2014 and the billing was adjusted.
If you need additional information please contact Julie B[redacted] by telephone at ###-###-#### from 8:00 am to 4:30 pm CST or by email at [redacted]@GEICO.com.
Sincerely,
Patti K[redacted]
Underwriting Manager
Enclosures
Cc:       [redacted]
            [redacted]
            [redacted]  [redacted]

In handling my claim, I've mostly spoken with Courtney My experience thus far has been negative and has led me to consider a competitor company for my insurance needs. My initial conversation with Courtney was very upsetting. Courtney called to take a recorded statement from me regarding the accident. After the recorded portion of the call, she proceeded to tell me that I was at fault for the accident. When I asked for an explanation, she suggested a few times that I read a driver's manual and that no matter who I talked to the decision was the same. Her response was very mater-of-fact and lacked empathy. She stated that she had all of the information that she needed and there was nothing I could provide (e.g., witness statement, police report) that could sway the decision. I also spoke with Courtney this morning. When she answers the phone, she tells me that she just got to work and that she's going to have to place me on hold. I didn't think it was professional to let me wait. I would have left a voice message so that she could call me once she's collected herself. Her tone today was VERY condescending and smug.She tells me that the auto adjuster will let me know if Geico will cover the cost of my car having been stored at the tow yard. I explained to her she should have given me that info during our initial conversation because I could have handled things differently or had the car towed to my home. I've never had a major accident and this experience has left me despondent. In speaking with this young lady, she will not let you speak on your behalf and will suggest to you that you need to calm down even if you have not risen your voice or used inappropriate language. I will be moving my business elsewhere once this experience is over.

March 24, 2014
 
 
[redacted]
Revdex.com
1411 K ST NW 10TH FLOOR
WASHINGTON DC 20005-3404
 
 
Regarding:  [redacted]
Retention No:  [redacted]
ID No:  [redacted]
 
Dear Ms. [redacted]:
 
We received your letter regarding Mr. [redacted]’s automobile insurance quote.
 
Mr. [redacted] obtained a quote for insurance over the internet on March 14, 2014.  The initial quote he was given was based off the information he provided.  His online application shows that Mr. [redacted] only divulged one speeding ticket. 
 
Once his Motor Vehicle Report (MVR) was reviewed, additional activity was notated.  It is our standard procedure to not order and review an MVR until we have a commitment from the consumer to purchase the policy.  With the inclusion of the additional activity, there was a change in surcharge points resulting in an increase in the premium that was originally quoted.  Mr. [redacted] ultimately declined the policy.
 
If you need additional information regarding this matter, please contact Kim G[redacted], a ###-###-####, extension 7701.
 
Sincerely,
 
Joseph R T[redacted]
Virginia Beach Regional Office
GEICO Advantage Insurance Company

[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:When I contacted the support prior to actually being informed about the grace period in place by Geico, I was informed as previously stated in my complain by the agent on the phone of a grace period that does not correspond to July 14th 2014 but to a Day later based I repeat on a "business day" base not "calender day" base and those calls have been monitored and I believe this is a situation where the tape can be pulled out instead of verbal technicalities that once again are in the sole intent to clears Geico or their poor and rude customers service representative of any wtong doing.
Accountability should be the key here not playing hardballs with customers like me that actually believed the whole Geico deal was the actually true.
Once again my request for solution is the same and a positive outcome is expected.
Regards,
[redacted]

July 22, 2014Dear **. [redacted]:Thank you for your July 11,2014 inquiry.Pursuant to your request we reviewed the claim in question. This two vehicle accident occurred on April 19, 2014 on [redacted] in [redacted], Tennessee at approximately 5:30 PM. The loss involved [redacted]...

[redacted], our insured, and [redacted], who was insured with [redacted]. The loss was reported to us by a representative from **. [redacted]’s insurance company.Our investigation determined **. [redacted] was travelling behind **. [redacted] on [redacted] and attempted to pass her as she attempted a left turn. It was reported to us **. [redacted] was delivering pizza at the time of the loss. We spoke with **. [redacted] on April 28, 2014 and obtained a coverage statement from him. In that statement, **. [redacted] admitted he had been working as a pizza delivery person for 1.5 weeks, 8-9 hours per day prior to the loss and he was returning to the store after completing a delivery when the loss occurred. We further verified with his employer he was on the clock at the time of the loss.**. [redacted]’s GEICO policy has the following language regarding food delivery:Section I, Liability Coverage Exclusions2. Section I does not apply to bodily injury or property damage arising out of the ownership, maintenance, or use of an owned or non-owned auto while being used to carry persons or property for compensation or fee, including but not limited to the delivery of food or any other products. However, this exclusion will not apply to shared-expense car pools.AndSection III, Physical Damage Coverages ExclusionsWhen The Physical Damage Coverages Do Not Apply1. An auto used to carry persons or property for compensation or a fee, including but not limited to the delivery of food or any other products is not covered.Eased on the facts regarding the use of **. [redacted]’s vehicle at the time of the loss and his policy language, it was determined this loss did not meet the qualifications of a covered loss under his policy. A letter outlining this decision was communicated to **. [redacted] on June 6, 2014.We regret any inconvenience our investigation may have caused **. [redacted]. However, the decision appears to be appropriate in view of the facts of the claim. If you have any further questions, please contact [redacted], Liability Claims Manager, 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:Mr. L[redacted]'s description of the events he is reading/recalling from notes is clearly one sided and factually incorrect. Despite my numerous calls to Geico, it took them 6 days to have someone inspect the damages to my vehicle.No amount of "sorry for the inconvenience" will make me whole my lost time, mileage, wear and tear to my vehicle, cancelling of a client appointment and loss of business from that appointment. No NYS law inhibits or prohibits Geico from waiving the deductible. The claim, as first filed, states exactly why the complaint was filed. Should no agreement be reached, as told to Geico on numerous occasions, a claim is awaiting being filed with the local small claims court in my jurisdiction. Should Mr. L[redacted] wish avoid litigation, I would hope he would take this complaint more seriously rather than read notes, state inaccurate timelines and never follow up with the wronged party to get the correct/full version of the events.P.S.Geico is also refusing to provide me with a "Letter of Experience" which is a standard industry term and document. Another complaint will be filed accordingly.
Regards,
[redacted]

July 17, 2014
Dear [redacted]:We have received your letter requesting additional assistance on behalf of **. [redacted]. I welcome the opportunity to respond to his concerns.Per **. [redacted]s response, he explained he spoke to the auto damage adjuster with [redacted] Insurance who advised him that his story made sense. We have since contacted the [redacted] adjuster who is responsible for the liability investigation and it appears **. [redacted]s conversation was with the person responsible for completing the property damage estimate on his vehicle.We have reviewed the damages on both vehicles again, and in this case, the damages could support either versions of the loss. As the damages were inconclusive in determining liability alone, we considered other aspects of the claim including the statements of both drivers as well as the police report which determined **. [redacted] as responsible for the loss.We recognize **. [redacted]s opinion differs regarding fault for this loss; however, we have reviewed all available information and documentation in our file and maintain our determination he is at fault for this loss.I hope this information is helpful in resolving **. [redacted]s concerns; however, if there are any additional questions, please contact my associate, [redacted], at ###-###-####, extension [redacted].Sincerely,

June 22, 2015
Dear [redacted],
We received your correspondence dated June 16, 2015, regarding the above-noted Consumer. We have not included any personal identifying information in our response as you requested. We have attempted to contact the policyholder; however, we were...

unsuccessful.Our Insured’s original policy canceled effective June 8, 2015, due to non-payment of premium. On June 13, 2015, our Insured reissued her policy with a down payment of $245.54. We apologize but our calls are recorded for training purposes only and record at random. We do not have the call from when our Insured contacted us.We have, however, made an exception to refund our Insured $100 if she enrolled in our monthly automatic payment plan. We advised our Insured of the refund and she enrolled into automatic payments. Our Insured has received her refund back to the card on file.
We trust this information is sufficient to allow you to close your file. Please call Russell W[redacted], Customer Service Director, at [redacted] x[redacted], if you have any further questions.
Very Truly Yours,
George R.
Regional Vice President

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Regards, [redacted]

August 4, 2014Dear [redacted],We received your correspondence dated July 28, 2014, regarding the above-noted Consumer. We have not included any personal identifying information in our response as you requested.
On June 23, 2014, we sent our Insured a bill for $142.37 due on July...

6, 2014. We did not receive payment, and on July 7, 2014, we sent our Insured a notice via Post Office Receipt Secured mail that her policy would cancel if we did not receive payment by July 18, 2014. Please note that the certificate of mailing is provided to GEICO by the United States Post Office, to confirm our mailing of cancellation notices. As a courtesy, we generally provide a 3-day grace period, which would have allowed our Insured until 11:59 pm on July 20, 2014, to make her payment. We did not receive payment, and our Insured’s policy cancelled for non-payment of premium effective July 18, 2014.In regards to our Insured’s statement that we removed a vehicle from her policy without her permission, our records reflect that on March 15, 2014, our Insured requested we remove her 2005 Audi from her policy. We removed her vehicle effective March 16, 2014. On April 26, 2014, our Insured requested we backdate the removal of her 2005 Audi to February 28, 2014, since she no longer had possession of the vehicle as of that date. As an exception, we agreed to remove the vehicle effective February 28, 2014.On May 30, 2014, our Insured requested we mail her a statement confirming we credited her account for the removal of her vehicle. On May 31, 2014, we e-mailed her a statement which showed her policy was credited accordingly.
On July 27, 2014, we reissued our Insured’s policy at a higher premium due to the lapse in coverage. Our Insured opted to lower her coverage limits to compensate for the higher premium. At that time, we removed our Insured from our paperless billing option and confirmed the e-mail address on file was correct.
We spoke to our Insured on July 29, 2014, regarding her concerns. Although she claims we were in violation of Florida state statutes and laws, our records do not reflect any such violations. We mailed the required cancellation notice, and we did not make any unauthorized changes that were in violation of her contract. We trust this information is sufficient to allow you to close your file. Please call Jaime B[redacted], Customer Service Director, at [redacted], if you have any further questions.Sincerely,George *. R[redacted] Regional Vice President

June 3, 2014Dear [redacted]:Thank you for your May 24, 2014 inquiry,We researched [redacted]s concerns and regret he had difficulty settling his claim. Our records indicate we handled a claim on his 2011 [redacted] for a loss Suffered on April 22, 2014.Our [redacted] supervisor,...

[redacted], spoke with [redacted] on May 26, 2014 and addressed each concern [redacted] presented on the aforementioned email in his complaint. Our position was clearly stated on each item and it is our understanding [redacted] understands and accepts our position.If further information is needed, please contact [redacted], Auto Damage Manager, at ###-###-####.Sincerely,

They gave me wrong information and I lost money because of that. I had an issue with my car. Called the agent and described the situation and my insurance policy. He told me GIECO will reimburse the repair. I repaired it and sent them the receipt. They denied the reimbursement. I called them back and they simply told me "we apologize, our agent gave you WRONG information"! They approves their mistake but it costs me a lot.

[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 have choices!
Regards,
[redacted]