Geico Corporation

July 22, 2014
Dear [redacted]:Thank you for your July 17, 2014 e-mail regarding [redacted]' complaint. Mr. N[redacted] asked that I respond on his behalf and I welcome the opportunity.I sincerely regret [redacted] is receiving calls from us. Unfortunately, she did not include the...

phone number at which the calls are being received. She can call our twenty-four hour Customer Service Department at ###-###-####, request to speak to a member of management, and provide the phone number. We will be more than happy to provide any assistance we can to alleviate the situation.I hope this information has been helpful. Please contact my associate, Mel D[redacted], at ###-###-####, extension [redacted], if you have further questions regarding this matter.Sincerely,Carole *. C[redacted] Policyholder Relations Supervisor GEICO Insurance Companies

August 6, 2014Dear [redacted]:Thank you for your letter of July 16, 2014 regarding the complaint submitted by our insured, [redacted].The above referenced loss occurred on July 3, 2014 at the...

intersection of [redacted] Avenue and [redacted] Street in [redacted], FL. Both vehicles involved were traveling on [redacted] Avenue which is a four lane road with a posted speed limit of 35 mph. [redacted] was traveling westbound in the curb lane while a vehicle operated by [redacted] was traveling eastbound in the median.Statements from each driver were obtained in order to clarify the details presented. [redacted] advised in his recorded statement he was traveling westbound in the right lane with a speed of approximately 30-35 mph when [redacted] turned left in front of him causing his vehicle to strike her right rear bumper. [redacted] admitted to not seeing [redacted]’s vehicle prior to the impact and confirmed no evasive action was taken. During her statement, [redacted] stated she had been traveling eastbound on [redacted] Avenue, and had almost completed a left turn onto [redacted] Street when [redacted] struck the right rear of her vehicle with his front bumper. There were no independent witnesses to this loss.After obtaining each party’s statements, the photographs of [redacted]’s vehicle, and the police report it was determined that this accident involved comparative negligence on behalf of each party. [redacted] was cited for failure to yield in this accident however a review of her vehicle’s photos confirms the point of impact was the right rear corner. The evidence further suggests that [redacted] failed to maintain a proper lookout and had the last clear chance to avoid the accident. Given this information, we determined that each party held 50% liability for the loss. However, in an effort to resolve the claim, we are adjusting our offer to [redacted] to apportion 30% liability to him, and 70% to [redacted] has been contacted and has accepted our offer of settlement. We await [redacted] to set up an estimate of damages so settlement can be completed.We maintain the company acted in good faith, by conducting a thorough and accurate investigation as well as accurately reporting the findings. We do not feel that any error hasoccurred as result of our investigation or classification of this claim at this time.Should you have any further questions, please contact Ebonie J[redacted], Claims Manager, at [redacted] ext. [redacted].Very truly yours,George R Regional Vice President

Geico is my 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: I was not provided an upfront written estimate of damage or repairs for my vehicle.  Furthermore, the documents were signed with my expressed consent and understanding to first provide me a written estimate and report on the damages and cost of repair to my vehicle, and then an informed decisioin would be made on my behalf.  The State of CT requires a full-written estimate to be provided upfront to all consumers requiring auto repairs-and authorization cannot be obtained prior.   This was not done at any time in my particular case.  Therefore, the actions of both Geico and [redacted] were both decietful and unlawful-as I did not knowingly choose nor authorize repair of my vehicle.  The only authorization made by myself to [redacted] was for diagnostics and to have a written estimate prepaired so that I could make a decision as to what I would like to do with my vehicle.  And, if furher proof of this statement is needed, I would encourage Geico to review its phone records in which I stronly indicated to the customer service rep. that this was my desire-to have an estimate provided on cost and damages.Regards,[redacted]

The worst car insurance company ever. They don't have customer service skills in Georgia. Adjusters are not knowledgeable at all about what they are doing. No communication skills.

About two weeks ago the city of Pickens, SC was hit very hard with a hail storm. Many vehicles were damaged very badly and there has been a minimum of 20 estimates done just for Pickens County employees. Obviously everyone that works here does not have the same insurance company, but with that said almost everybody that I have been in contact with has gotten nothing less than a $3000.00 estimate for their hail damage. A fellow co-worked and myself have Geico and we both took our vehichles to the same adjuster in Anderson, SC at A+ Collisions. Brian J[redacted] license number C150 did my estimate on Tuesday 4/19/2016 at 8:25, my co-worker went to the exact same place with Brian J[redacted] on Thursday 4/21/2016. My estimate was $1,449.40 and after the deductible it came to $1,199.40. My entire mid-sized SUV is covered in hail damage and I feel strongly that this will not be enough to cover the damage. When my co-worked went on Thursday, she witnessed Brian J[redacted] give everybody in that office almost the identical estimate. She witnessed him write several $900.00 checks to those who had their vehicles paid off already and if you had a lien on your vehicle and weren't sure of where you were going to have the repairs done he simply told you to call the claims office back when you decided and they would cut the check, which is what I was told to do. Once you take your vehicle to a body shop of your choice for the repairs if the estimate your cost over the estimate that Geico gave you then you have to pay out of pocket. I firmly believe that Geico is committing insurance fraud on their side by giving low estimates so that they can just pay a low amount.

[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 never intended to include my son in my policy at the first place and I was just trying to get a quote. I do not have time to go through this hassle. 
Their website is very misleading and I am a very dissatisfied customer. I think this type of policy is not a good business practice, it is deceptive and I am in the process of switching company.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:First of all, I never reinstated my renter's insurance policy with Geico. In fact, I was told over the phone that reinstatement WAS NOT EVEN A POSSIBILITY unless I paid the rest of the year in full. As I wanted to deal with the horrible customer service representatives from Geico as little as possible, I certainly did not take that option. After their refusal to take off the late fee, I decided to pay all past and current charges at that time to cancel out my [redacted] policy. On November 18, 2013, I paid all fees and costs related to this insurance policy, thus closing the account. I received an email confirming this cancellation and that my balance was $0 from [redacted], as well as the recorded phone conversation. I have 2 emails from two separate reps at Geico stating my balance was $0, and I didn't owe anything more to the company. I would be happy to send you these emails, as well as a recording of the original phone call (Geico should have it on file as well), as long as I am guaranteed that my personal information will not be released- There is both my address at the time on it and my credit card information in the phone call. Also, how would it make sense that I pay almost $50 in back payments and fees and refuse to pay an additional $4.89 to close out my account and stop working with these people, as **. [redacted] has claimed. Talking to Geico representatives has been not only a painful experience, but a huge tax on my time. I would never draw this experience out.
As to the $12 service fee **. [redacted] mentioned, I was told in a different conversation in December (after I had received a new bill stating that I owed Geico money) that "service fee" was a $6 letter fee. Since they sent me 2 letters AFTER I had closed out my account in November, I owed them an additional $12 to whatever other charges they said I owed. It would be impossible for me to owe a $12 service fee on 11/18 as **. [redacted] stated, as neither of those letters had even been sent out yet- They would be sent in December.
To be perfectly frank, I think it is disgusting that Geico could think to get away with these hidden fees and go back on their word. I think it is horrible that they would call me a liar over the phone and through email, even after showing them my $0 balance emails and playing the recordings I have. I think they believe they can play with customers' lives and money, even going so far as refusing to give me the names of managers, representatives, underwriters or anyone else involved in my billing fiasco and refusing to let me talk to anyone else except the representative who picked up the phone. I have been hung up by them, told that I would receive callbacks that never happened, and generally regarded as dirt. Talking to [redacted] and making an issue of this through social media was the only way I was able to get this handled, and [redacted] even apologized to me for this experience. However, it was not through [redacted] that I was required to pay, it was through Geico. No matter how many times Geico repeats that the policy was [redacted]', all billing, mailings, and customer service experiences had unfortunately needed to be handled through and by Geico. Geico was the one who told me my balance was $0, and Geico was the one who demanded I pay late fees a month after I canceled and zeroed out my account.
Regards,[redacted] Re:
I am writing to you in response to **. [redacted]’s concerns outlined in your March 20, 2014 communication. 
 
GEICO Insurance Agency, Inc. (GIAI) is an agent for [redacted] Insurance. As an agent we must abide by the rates, 
rules and guidelines set forth by the carrier. 
 
**. [redacted]s policy was sold effective July 12, 2014. **. [redacted] made an initial down payment of $59.25. 
The policy was set on a payment plan and the additional bills were mailed to **. [redacted]. 
 
After the policy cancelled for nonpayment, **. [redacted] contacted GIAI and paid the overdue premium to 
reinstate the policy coverage. At this point **. [redacted] refused to pay the billing and late fees. This refusal to 
pay the appropriate fees resulted in a balance being left on the account. 
 
The policy was cancelled per **. [redacted]s request on November 18, 2013. The balance as of that date was 
$16.89, $4.89 in earned premium and $12 in fees. This balance was billed to **. [redacted]. 
 
Due to the low outstanding balance, [redacted] has decided not to peruse recovering the fund by Collections method. 
**. [redacted] has been released of the responsibility paying the $16.89. 
 
 If you have additional questions or concerns, please contact me at ###-###-####. 
 
Sincerely, 
 
 
[redacted]
GEICO Insurance Agency, Inc.

July 24, 2014
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[redacted]
Revdex.com
1411 K ST NW 10TH FLOOR
WASHINGTON DC 20005-3404
 
 
Regarding:  [redacted]
Policy No:  [redacted]
ID No:  [redacted]
 
Dear [redacted]:
 
We received your letter regarding [redacted]’ payment for $78.17 which was applied to his previous policy.
 
On July 17, 2014 [redacted] obtained a quote online for a new policy.  He was given a six month rate of $296.87.  A payment of $54.48 was required to begin this policy.   [redacted] accepted this rate and provided his credit card number and continued to purchase.  After [redacted] corrected his driver’s license number our system was able to identify him as a previous policyholder.  An updated premium page was then viewed by [redacted] showing a new six month premium and also indicated that he had a balance of $78.17 due on his previous GEICO policy that cancelled on August 30, 2013.  [redacted] proceeded to select the “continue to purchase” button and the payment was taken. 
 
Based on the fact that [redacted] already provided his credit card information and was informed of the previously owed earned premium before electing to continue with the purchase of the policy, his payment will not be refunded.  We do not believe this payment was taken “against his will” as he was the party that input the payment information online.
 
If you have additional information regarding this matter, please contact Kim G[redacted], at ###-###-####, extension [redacted].
 
Sincerely,
 
Joseph * T[redacted]
Virginia Beach Regional Office
GEICO Indemnity Insurance Company

August 11, 2014
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[redacted]
Revdex.com
1411 K. Street NW, 10th Floor
Washington, D.C.  20005-3404
 
Re:       File Number:               [redacted]
            Policy Number:           [redacted]
            Complainant:               [redacted]
 
 
[redacted],
 
This is in response to the complaint [redacted] filed with your agency on July 29, 2014.
 
On July 31, 2014, we confirmed with the Illinois DMV that [redacted]’s certificate of financial responsibility had been updated.  We are truly sorry for the delay in filing the certificate. 
 
On August 5, 2014, Bertha B[redacted] confirmed with [redacted] that she did not encounter any expenses associated with getting her license reinstated.  We are committed to providing outstanding service to our policyholders and apologize if [redacted]’s expectations were not met.  We appreciate her patronage.  
 
If additional information is needed to close your file, please contact Bertha B[redacted] at ###-###-#### or [redacted].
 
 
Sincerely,
 
 
Heather M[redacted]
Assistant Vice President

June 16, 2014
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Revdex.com
Attn: [redacted]
1411 K St. NW, 10th Floor
Washington, D.C.  20005-3404
 
 
Re:       Dawn Wrasse
            Case No. 10082689
 
 
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 May 23, 2014, [redacted] purchased a GEICO Casualty automobile insurance policy effective May 24, 2014 through November 24, 2014 at a six-month premium of $299.23 (copy enclosed).  The policy was started by an electronic check in the amount of $54.88 for the down-payment. A $5.00 installment fee was applied to the policy.
 
The payment plan was established as the Electronic Funds Transfer method.  On May 27, 2014, the bill notification was sent indicating the payment schedule for the remaining payments.  The “MESSAGES” section of the bill states (copy enclosed):
 
“A service fee of $10.00 to $20.00, depending on your state, will be assessed if your payment is not honored by your bank.”
 
On May 30, 2014, the down-payment of $54.88 was returned by the banking institution as Insufficient Funds.  A $20.00 penalty charge was automatically applied to the policy.
 
One June 3, 2014, a cancellation notice was mailed to [redacted] indicating her policy was declared null and void as of the inception date and no coverage was provided (copy enclosed).
 
However, this left the $5.00 installment fee and the $20.00 penalty charge amounts due.  As a courtesy, GEICO waived the $20.00 penalty fee and the $5.00 installment fee since the policy was null-void and no coverage was provided. 
 
On June 1, 2014, an electronic check payment of $25.00 was received, however it was returned by the banking institution on June 6, 2014 as Insufficient Funds.  A penalty charge of $20.00 was automatically applied to the policy. 
 
On June 16, 2014, as a courtesy, GEICO waived the second $20.00 penalty fee since the policy has been declared null-void and no coverage provided.  There is currently not a policy balance due.
 
Since [redacted]’s original payment of $54.88 was never honored by her banking institution, we are unable to refund her the payment as per her request. 
 
If you need additional information please contact [redacted] by telephone at ###-###-#### from 8:00 am to 4:30 pm CST or by email at [redacted].
 
Sincerely,
 
 
 
[redacted]
Assistant Vice President
 
Enclosures
 
Cc:       [redacted]
            [redacted] [redacted]
            [redacted]  [redacted]

June 2, 2014
We have received your letter requesting assistance on behalf of **. [redacted]. I welcome the opportunity to respond to her concerns.**. [redacted]s concerns are related to her husbands policy which began with us on August 2, 2013 and was enrolled in our Recurring Card...

Payments (RCP) automatic payment program. When a policy is enrolled in RCP, payments are automatically extracted from our customers credit card on a specified due date. While a [redacted] credit card ending in 8081 was provided when the policy was first sold, payment information related to the RCP program has been updated on several occasions since that time. Changes in information have taken place on October , 2013, December , 2013, March 15, 2014, May 12, 2014 and May 23, 2014.As for the date referenced by **. [redacted], a review of our policy records for April 26, 2014 shows a request to postpone the upcoming May 2, 2014 RCP draft to be collected on May 11, 2014. In addition to the draft date, we received a request to delete coverages from the policy and an updated bill was sent to reflect the upcoming May 11, 2014 RCP draft. Regrettably, we have no record of a request to update the automatic payment information on April 26, 2014.We recognize her opinion differs; however, our records do not indicate an RCP update request in April 2014 and we would not be able to refund any overdraft fees associated with the May 11, 2014 payment. We regret any frustration this matter may have caused **. [redacted] and [redacted].I hope this information is helpful in resolving **. [redacted]s concerns, but if you have any additional questions, please contact my associate, [redacted], at ###-###-####, extension [redacted].

September 11, 2014
Dear [redacted]:I am writing to you in response to [redacted]’ rejection of our September 3, 2014 responseUnfortunately [redacted] is confused about what is considered filing a claim in the insurance industry. Filing a claim with an insurance carrier does not require a police report only that the customer to contact the claim department for review of potential coverage.
[redacted] contacted GEICO Insurance Agency, Inc. at 12:57pm EST and 1:09pm EST on September 28, 2012 requesting a letter stating that the stolen items are not covered to provide to Child Protective Services. On both phone calls [redacted] was transferred to the Liberty Mutual Claim Department. The only way to state that an incident is not covered is to have a claim opened and reviewed for potential coverage.
If, as [redacted] states, she did not intend to ask for reimbursement there would not be a reason for her to contact [redacted] or GEICO Insurance Agency, Inc. about the incident.
As [redacted] contacted both companies to report the loss, the claim was handled and reported correctly. As stated in our previous writing, no additional funds can be provided to [redacted] and the claim history report cannot be altered.If you have additional questions or concerns, please contact me at ###-###-####.
Sincerely,Jeff B
GEICO Insurance Agency, Inc.

May 21, 2014
 
Revdex.com OF METROPOLITAN WASHINGTON DC
         AND EASTERN PENNSYLVANIA                 
1411 K ST. NW
, 10TH FLOOR            
WASHINGTON DC  20005-3404
ATTN: [redacted]
            
Re: ID Number: [redacted]
        Re: [redacted]
 
 
Dear **. [redacted]:   
 
This is in response to your email of May 21, 2014, addressed to [redacted] of GEICO.  Your letter has been referred to me for response as the Accounts Receivable Department is my responsibility.  
 
Our original response of May 20, 2014 remains the same.  This is a legal issue and needs to be handled as outlined in our prior response to your office.  The payment in question is less than 30 days old, and **. [redacted] should have no problem disputing the payment with her financial institution.  At any rate, we cannot credit her account without a copy of her [redacted] statement showing that she has not already disputed the payment, and that she will not attempt to do so if we agree to credit her account. 
 
Again, we urge her to file the proper charges with law enforcement for credit card fraud.   
 
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. [redacted].
 
Sincerely,  
 
[redacted]
Customer Advocate
Centralized Services

December 22, 2014Dear [redacted]:
Thank you for your December 12, 2014 inquiry,
We researched [redacted]’s concerns and regret she had difficulty settling her claim, our records indicate we handled a claim on her 2010 [redacted] for a June 27, 2014 loss.
In...

reviewing the complaint fully, we learned there were circumstances out of our policyholder’s control which led to an extended period of time prior to the repairs beginning on her vehicle. We agree the rental for this time period should not be at her expense and we will gladly assume responsibilities for those rental charges which were incurred. We will process the payment as quickly as possible and forward a reimbursement payment of $433.35.If you have any additional questions, please contact our South Carolina Field Manager, Doug P[redacted], at ###-###-####.
Sincerely,Carl T
Assistant Vice President

[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:
 The June 2, 2014 payment was not rejected.  I asked to have the payment date changed, due to lack of funds.  If Geico tried to process the funds on June 2nd, they should not have done that.  Secondly, Geico has not sent a contract to my son's (I am currently on the contract as a non-driver due to health reasons) address, nor have they sent actual cards.  Thirdly, when I spoke to the representative on June 2, 2014, he said the June 6th payment had not been processed in Geico's office at that time and nothing had been sent to my financial institution.  He also said that I was removed from the autopay.  When I asked why the payment was so high, the representative did not offer any explanation, other than the payment of $534.  would only take me to the end of [redacted].  If the payment was already processed (as they are now claiming), then I should have never been told that it was not processed yet.  
I am very saddened that Geico representatives would intentionally lie, rather than admit they are in the wrong. Apparently, they would rather treat me (while accessing my bank account) as an outsider, otherwise, they would have given me the information they so freely gave to the you (Revdex.com).   I am currently pursuing other actions with the Ohio Department of Insurance also, to hopefully rectify Geico's inability to operate fairly and ethically.  As I understand there is no Federal regulation for insurance companies, I hope to educate myself and others regarding Geico's unethical practices.  
Regards,
[redacted]

July 24, 2014Dear [redacted]:Thank you for your letter of July 10, 2014, regarding [redacted]s claim.We have reviewed this matter further and based upon our investigation, [redacted]s policy was set up to be effective May 19, 2012 for the 2007 [redacted] and there is no record to...

indicate she requested comprehensive or collision coverage. [redacted] has not been charged a premium for comprehensive or collision coverage since the inception of the policy. Policy documents were sent to [redacted] in six month intervals confirming available coverage and there was never a request to add comprehensive or collision coverage to her policy. We spoke to [redacted] on July 17, 2014 to advise her of our findings.However since this vehicle did have comprehensive and collision coverage while on GEICO policy number [redacted], we are willing to offer those coverages to her in exchange for the amount of the premium which would have been owed dating back to the inception of policy number [redacted].We spoke with [redacted] on July 21, 2014 and advised her of the same, she requested that we email her the information and she will get back with us with her decision. We emailed the letter to her on July 22, 2014 and we are awaiting a response from her.If you have any questions, please feel free to contact Ebonie J[redacted], Claims Manager, at ([redacted] extension [redacted].Very truly yours,George *. RRegional Vice President

This company raised my rate by $1000 after 10 years of excellent driving records and 3 minor accidents over the last 3 years of my being a customer for 13 years. None of those accidents were my fault and GEICO paid out on only two occasions once to fix a bumper and another time to fix a scratch caused by an object that hit my car on a highway.

Roman"> 
July 17, 2014
 
[redacted]
Revdex.com of Metropolitan WashingtonDC and Eastern Pennsylvania
1411 K St. NW, 10th Floor
WashingtonDC20005-3404     
 
Case #: [redacted]
 
 
Dear [redacted],
 
We have received your order to stop solicitation mailings to [redacted] property.
 
The rental address is on our Do Not Mail opt out file, and as per our standard practices we have suppress your information from mail marketing campaigns. We continuously monitor the integrity of our mail opt outs and their application to mail marketing campaigns, including USPS’s National Change of Address data for up-to-date addresses, to ensure opt outs are not mailed for marketing purposes in the future.
 
We apologize for any inconvenience, and if you have further issues with receipt of GEICO marketing mail I would be glad to assist you directly in correcting the issue.
 
 
Sincerely,
 
[redacted]
Database Marketing
[redacted]
###-###-####, extension [redacted]

May 21, 2014Dear [redacted]:This will acknowledge receipt of your May 20, 2014 follow up inquiry regarding the above referenced private passenger automobile insurance policy.Please be advised that GEICOs position on the matter remains unchanged. As stated in our prior response, there is no indication in the policy records that the insured previously requested to cancel the policy effective January , 2014. Therefore, we are unable to comply with [redacted] request to waive the outstanding balance reflected on the policy.As per the recording of phone calls, please be aware that telephone calls to our Customer Service Department are randomly recorded for quality purposes, and these recordings are only kept in our system for a maximum of thirty days. Accordingly, if the telephone call made by the complainant was recorded it would no longer be available.Since there appears to be no valid complaint against GEICO, we ask that this be removed from our record.If you require further assistance with this matter, please contact the undersigned at ###-###-####.Very truly yours,