Geico Corporation

Review: This company has accepted a payment for the month of January. After a few days passed, geico cancelled our insurance without even a notice. They said the payment went through but turned around an cancelled it anyways.Desired Settlement: Resolution with payments through the company.

Business

Response:

March 6, 2014

Review: On 11/17/13, I made a payment for my Gieco insurance to ensure I was not automatically withdrawn from my bank account on 11/18/13 as the remainder emailed stated. The payment was processed and I received a confirmation email.

On 11/18/13 Geico withdrew another payment in addition to the one received the previous day, resulting in my bank account over drafting and being charged a fee.Desired Settlement: I would like my funds refunded and the bank charge, for Geicos double with drawl of funds.

Business

Response:

November 29, 2013

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]’ correspondence to your organization she expresses concern that GEICO automatically extracted monies from her account as a duplicate payment. She advises that she made a payment the day prior to the scheduled payment in order to stop the automatic payment from going through.

GEICO’s records show that [redacted] was enrolled in automatic monthly payments and was notified that a payment was scheduled to be extracted on November 18, 2013 in the amount of $858.50. GEICO communicates with policy holders that enroll in automated payments that a minimum number of days notice must be given to stop a scheduled payment.

The online payment that [redacted] made was not done soon enough to stop the automatic payment. The automatic payment was “in flight” prior to the internet payment and could not be stopped. As a matter of good faith, the overpayment was expedited and processed on November 19, 2013.

It is GEICO’s position that all proper procedures were followed in the handling of the policy in question. No GEICO error was made in the processing of either payments and no refund of overdraft fees is due at this time. If you have any questions, or if GEICO can be of any further service in this matter, please contact me at ###-###-####.

Very truly yours,

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

They refuse to refund me for their mistake, I will also close out my account in the weeks to come.

Regards,

Business

Response:

December 3, 2013

Dear [redacted]:

This will acknowledge receipt of your follow up 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]’ rejection to GEICO’s response she is clear that a refund of banking fees would be needed to resolve her complaint against GEICO.

GEICO maintains the position that no error was made and that no refunds or credits are due. [redacted]’s scheduled payment was in “flight” prior to making her payment online at GEICO.com. If you have any questions, or if GEICO can be of any further service in this matter, please contact me at ###-###-####.

Very truly yours,

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Regards,

Review: I had Geico car insurance for two years full coverage before my. The adjuster did not do a full estimate on my car and totaled it out just by looking at th outside of the car. The company lied to the [redacted] Insurance bureu saying my steering wheel was bent and it is not. I put a lot of money into my car and the engine is still in top condition. Most of the parts I have replaced before the accident. Based on the year of the car solely Geico choose not to fix my car. They offered me the minmum amount or value they thought my car was worth. This company is neglegent and I want others to know that if you have an older model car do not get full coverage with this company. I was told by a lawyer later that they should have never agreed to full coverage on my car year 1999 knowing they would never fix it.Desired Settlement: Fix my car like I paid you to do.

Business

Response:

June 13, 2013

Review: I contacted my Homeowners' Insurance CO ([redacted] aka Geico Insurance CO...told them that I had a sewage backup in the basement of my home...an agent showed up a week later, named [redacted]. After a week of wet vacuuming, scrubbing and running 3 dehumidifyier that were still running when he finally arrived he asked me who had been cleaning up the mess. I told him that my wife and I had. While the pungent odor of feces was still assaulting our noses, I showed him photos of what had transpired during the week of his absence. During his investigation, he said that he could see active mold growing on the walls...told me that I should contact a mitigating company to remove the walls and my wall to wall carpet ASAP. I told him that I didn't know who to call, or even how to find such a Company. He told me to call Servpro, which I did as soon as he left. [redacted] came in and destroyed my basement,and sent bill to ME for $4278.47, and [redacted]' company has denied my claim, after [redacted] INSTRUCTED me to call [redacted] ASAP. I feel that if an insurance representative instructs a client (policy holder) to contact an outside entity to help resolve an issue then he must be AUTHORIZED to do so by the insurance company that he/she represents. His visit to my home wasn't a pleasure visit, it was OFFICIAL BUSSINESS. I feel that the company that [redacted] represents should pay $4278.47 to me to pay to Servo.Desired Settlement: [redacted]' company should pay $4278.47 to me to pay to [redacted]

Business

Response:

June 2, 2014Dear [redacted]:I am in receipt of your electronic correspondence dated May 30, 2014, received in my office today, June 2, 2014 in reference to the abovereferenced complainant. Thank you for the opportunity to respond to [redacted] concerns as they speak to the claim filed and handled through [redacted] Insurance Company.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, GIA does not handle or adjust any claims for Travelers.I have forwarded your correspondence to [redacted] directly and requested they respond to you under separate cover to address [redacted] claim handling concerns. Should you need anything additional, please contact me at ###-###-####.Sincerely,

Consumer

Response:

[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.]

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,

I agree that the ball should be dropped in the correct court.

Review: On May 23 or 24, 2013, I called Geico to inquire about the cost of adding the vehicle we were purchasing that day to the policy (Policy number: [redacted])... it was at that time when the female employee informed me that my monthly policy amount (PRIOR to any changes) was over $400/mo instead of the $94/mo I had been paying. This change did NOT have anything to do with driving, accident, etc... It was because someone within Geico had changed my home address from my only home, which is in [redacted] to an address in [redacted] where I do not reside (or have ever stayed at), the address I had inquired about insurance cost in [redacted] (for a move that is not happening until later in the summer). My vehicle is registered in [redacted] and I have a [redacted] Drivers License - as I am a [redacted] Resident. At that time I asked her to correct the error, I told her I did not authorize any such change. She informed me that she could not make that change until I could "prove that I did not move". I asked how Geico could change my address with no authorization, proof, etc... and asked how am I supposed to prove I did not move, but she did not provide a way for that to occur. I asked her why, she said that Geico makes changes to policies that INCREASE the payment WITHOUT DOCUMENTATION/VERIFICATION but they do not DECREASE (or in this case correct an error) UNLESS I PROVIDED PROOF. At that time, before either of us ended the call, I told her I was cancelling my policy to purchase my auto insurance with another company and would no longer use or recommend their company, despite nearly 4 years as a customer. She stated that she was sorry and thanked me for being a customer.

~~~~~~~~

On May 25, 2013, I logged on to my email and saw an email from Geico stating that they had not cancelled my policy AND had drafted $422 from my bank account. I also learned that at the same time that Geico changed my address they had changed my policy effective dates, which previously ended in June 2013 to ending in October 2013. With all of these “acceptable” and “correctly handled changes” I was never received any documents mailed to my home. I proceeded to confirmed this with my bank prior to calling Geico. The male employee that took my call that “the other employee had not provided correct information on how to cancel the policy” and “Geico was correct to take the bank draft of $422”. He provided me with the company email that I was required to email ([redacted]) to cancel my policy as well as the specific verbiage it must include. When I inquired as to how soon after the email was received that Geico would return the money to my account, he informed me that although they electronically take the money, their policy is to mail a paper check after 15 days. I asked to have the check mailed overnight mail and was informed that I would have to pay a fee for my money to be returned in the comperable amount of time as it took for Geico to take it from my account. At this time, I was beyond irritated and [redacted] (also on the policy) took over the call – the same information was provided to him, including when the money would be mailed back in the form of a check. During the call and it took a few minutes after the ended for me to complete the email to cancel my policy and attach proper documentation to “prove I did NOT move”.

~~~~~~~~

On May 25, 2013, the email I sent to [redacted] is as follows (copy can be provided or forwarded if needed: I AM CANCELLING MY POLICY - AS PREVIOUSLY DONE ON MAY 23RD OR 24TH (WHICHEVER DATE I SPOKE WITH YOUR COMPANY! THIS IS EFFECTIVE MAY 24, 2013

I NEVER authorized anyone to change my policy to [redacted], I NEVER MOVED from my home in [redacted]. I NEVER authorized any bank draft of $422.00.

This issue is being reported to the State Attorney General as well as to my bank for FRAUD.

It is severely screwed up that your company changed my address, took 4x the monthly premium from my account without consent... and I have to prove that I DID NOT move, then wait 15+ days for a refund that you fraudulently took in a matter of hours.

IN CASE I WASN'T CLEAR - I CANCELLED MY POLICY ON MAY 23 OR 24. HERE IS ANOTHER CANCELLATION NOTICE!!!

~~~~~~~~

Now today, Monday, May 28, 2013… I see an email in my inbox dated May 27, 2013 at 2:16pm, that states the following:

Policy Number Ending In: [redacted]

Amount Due: $181.00

Cancellation Effective Date: 05/26/2013

Dear [redacted],

Thank you for your previous business. Your policy with us has canceled and your final bill is being mailed today.

Please contact us at [redacted] if you have any questions or concerns.

Sincerely,

GEICO Customer Service

~~~~~~~~

Today, Monday, May 28, 2013…

I replied to the email address ([redacted]) that sent the message on May 27, 2013 copying this exact complaint and sent in response and dispute of the issue. Additionally, I forwarded the same email to the Cancellation Department email ([redacted]), the one provided to me on May 25, 2013.

~~~~~~~~

Issue from February/March 2013… Geico admitted they did NOT update my bank account information when I provided it to them, and attempted to bill my old bank (when it did not go through the first time, they attempted again). When Geico made this error, I spoke with a female employee who acknowledged the error. She stated that Geico would send me reimbursement of the two $25.00 overdraft fees I was charged (for a total of $50.00), during the phone conversation she claimed noted it to my policy/account to ensure the prompt processing on the issue. TO DATE: The $50.00 for Geico’s error with the correct bank account/fees has not been resolved.

~~~~~~~~

MAJOR ISSUES (In addition to the companies billing policy and policy changes without customer consent or knowledge):

1. Geico is demanding additional payments

2. From the demand for payment, one can conclude they are not planning to refund the money that was drafted from my bank without authorization… certainly not $422 within 15 days as I was told would occur.

3. Geico’s “future” attempt to have/claim an outstanding balance on my account when the $181.00 they are claiming is due, is NOT paid.

4. The expedient RETURN of the $422 that was drafted from my account.

• Geico’s practice of SIGNIFICANT delay when returning funds they collected in error.

5. Geico’s failure to follow-through on correcting their $50.00 error from February/March.

6. The unethical practice of changing customer’s address (and possibly other information) to allow/create higher premiums being charged without a customer’s knowledge or consent.

• The ability for premiums to be raised ANY amount without a customer’s consent.

• Yet, an additional policy/practice that prevents customer’s from initiating/changing address/information which decreases the amount of money Geico is charging.

? A practice that does not meet the checks & balances required to prevent the misuse of corporate power against a customer.

? Geico’s practice does not provide safeguards in a good-faith effort to balance corporate greed and/or violation of basic customer protections.

7. An ethical resolution for their conduct in a timely fashion!Desired Settlement: ?* Geico to immediately refund the $422 they took on 5/25/13

?* Geico to immediately refund the $50 they acknowledged fault with from February/March 2013

?* Written acknowledgement that there is a $0 (zero) balance

Business

Response:

May 31, 2013

Review: I have roadside assistance plan with Geico. My car did not start in shopping complex. It was snowing heavily and it got cold also. There was no way to go home back. Most of auto service shops were closing early due to Saturday. I tried calling Geico's roadside assitance, initially when I selected option 1 and then 2 on phone, message said "incorrect selection" or something like that and then later when I dialed again and then selected option1 and again option1, I waited for almost 20-25 minutes but no one picked up the phone.

Then I had to take help of stranger who was passing by. This is extremely serious issue. what if I was on a remote place or highway or no one to help?? I would have not reached home back and frozen. Please take serious action about this horrible service.Desired Settlement: I want an apology.

I also want their staff to come on Sunday or Monday and tow my car and take it to service station and complete payment for service and tow.

Business

Response:

February 3, 2014

Review: My wife and I have been customers of GEICO for more than 20 years. I currently have 2 policies with them [redacted] is one of the policies. I also insure a truck with them that I keep in Connecticut. A few years ago the mail carrier on our street broke his leg and a substitute filled in. The substitute did a terrible job. All our neighbors on our block had problems and we were getting each other's mail and the mail for people that live on other blocks. As a result I was late with a payment to GEICO for less than a week. Mind you, this is after 20 years of paying early! Anyhow, GEICO is now using this against my wife and I to raise our premiums. I called them about it and they said that they view it as a negative mark against my wife and I and they do not care about the fact that the mailman broke his leg. They also raise our rate because a New York City bus hit the side view mirror of our car while my wife was parked in a legal spot when she was picking up two of my kids from baseball practice. We never filed any claim, and I fixed the window myself, but GEICO still told me that they are using the incident against my wife and I. This clearly wrong and discriminatory. I am sure we would have been treated differently if it was a man in the car when the bus hit it as opposed to a woman. I have been a customer with them for over 20 years and I think they are taking advantage of me because they obviously know I do not want to go through the hassle of changing insurance companies.Desired Settlement: I want GEICO to take these incidents off my record and stop penalizing my wife and I for frivolous things just as an excuse to jack our car insurance rates sky high.

Thank you for helping me.

Business

Response:

October 8, 2013

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 he expresses concern that GEICO has increased his premium for reasons beyond his control. He has requested that GEICO remove “these incidents” from his policy to reduce the premium.

GEICO’s records show that the policy in question was reviewed for renewal on June 7, 2011 to determine risk placement. Per GEICO’s filed and approved underwriting guidelines the policy was no longer eligible for continuance within GEICO General. A renewal offer was sent within GEICO Indemnity Company with a higher premium as a result. Many of GEICO’s underwriting guidelines and actuarial data involved in the risk placement of an individual are proprietary and not to be disclosed to the general public, but all insureds are to be treated in a fair and consistent manner. **. [redacted]’s policy was moved to GEICO Indemnity for reasons beyond what he included in his letter to your organization including two at-fault losses (rear end collisions with payouts totaling over $15,000), cell phone violation, and a seatbelt violation.

While it is understandable that **. [redacted] is upset with an increase in premium, GEICO’s underwriting rules are based upon statistical data and not meant to seem discriminatory in any way. It is GEICO’s position that all proper procedures were followed in the handling of the policy in question. GEICO maintains that the policy placement and premium is accurate. If **. [redacted] would like to contact GEIOCO’s customer service division, he can review any possible discounts that may be available to him at this time. If you have any questions, or if GEICO can be of any further service in this matter, please contact me at ###-###-####.

Very truly yours,

Review: I called geico in regards to a cancelation policy notice. The service that I have received is absolutely horrid. Heather, a phone rep there repeatedly refused to get me a manager and it took me 20 men's of practically begging in order for her to finally comply. I have been w this company for 6 years and I have never been treated with such disregard.Desired Settlement: I demand an apology be issued regarding this kind of treatment and she go through proper call handling training so no other customer has to go through this again.

Business

Response:

July 24, 2014Dear [redacted],We received your correspondence dated July 16, 2014, regarding the above-noted Consumer. We have not included any personal identifying information in our response as you requested.We apologize that we failed to provide the level of service our Insured was accustomed to when he contacted us regarding his cancellation notice. When customers request to speak with a manager, we try our best to accommodate their request immediately. Unfortunately, when our Insured contacted us on July 16, 2014, a manager was not immediately available to take his call.We advised him that we would be happy to have a manager contact him once they were available. However, our Insured declined to have a manager call him back, and he chose to wait on the line until a manager was available. Once a manager was available, our Insured spoke to them regarding his concern.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

Review: On August 7, 2013 @ 10:00am I went to pickup my Saturn Aura XE from [redacted]'s at [redacted]. noticed my car had some new scrubbing or scratch from belt, marks at the side, trunk and hood. Talked to [redacted] (Geico) explained to him. He agreed the car was not cleaned, nor vacuumed and unprofessionally done. There were hand marks on the windshield too. They left their paper mat. He also said " we have some issues with them (repair shop)". While we were talking and going through the process [redacted] yelled inside him cabin. "That's it". He came out and pointed us to go out of the shop and said "Take this out" His behavior was very rude, unprofessional, rude, discriminating. I was highly offended by his behavior. Instead of taking care of the customer, he didn't even look at the car. Neither bothered to check with his employees.

I called Geico several times, talked to [redacted]'s Supervisor - [redacted]. I even left a voice message to [redacted]'s Supervisor [redacted] also. After two days I received a call from [redacted] and he said" he can’t do anything- I have two options either go to small claim court or file a new claim and pay deductible-$500”.

After 4 days I noticed the Bumper was not aligned by them properly. So I called [redacted] to get it fixed. Since [redacted]'s was very rude and they didn't did the job well. I ask for some other repair shop. [redacted] pitman referred it to [redacted]. They took the car in and kept it for a week. When I picked up the car while driving back I noticed the windshield was foggy, blurry. I called in [redacted] and informed him about it. He called me to the shop. Verified and confirmed it is defective. He called in for a replacement of front windshield. After 7 days he gave me the appointment to get it replaced. Even though I informed him I can’t see out of this windshield. It is dangerous for me to drive. I feel dizzy. He didn't consider my request. After 7 days they replaced front windshield. I noticed the same defects, grainy stuff, film kind of stuff on my side glasses too. Though lighter than the front windshield but still good enough to get dizzy if you stare out for long. This time before going to insurance I went to third party [redacted] Auto Glass- to get the professional expert opinion from them. Owner [redacted] confirmed me that their is a industrial spray on my side Original GM glasses which has damaged my original GM glasses due to being out in the sun. It reacts in heat. I called Geico they told me to go to [redacted]- Geico's adjuster. I went to see him, he refused to take the liability. He said the same thing I have to get it through the shop or file a new claim. Called Geico spoke to paul, informed him about the whole incident. Told him it is an hazard. I feel dizzy when see through the glass. It is highly dangerous for me to drive. He told me to contact [redacted]'s Supervisor [redacted]. I left him a message. Never heard from him.

I feel like cheated, harassed and dis respected.Desired Settlement: 1. Scratch should be fixed

2. My original GM side glasses should be cleaned or replaced.

3. Written apology from the responsible person for mis-behavior.

Business

Response:

Dear **. [redacted]:

Thank you for your recent inquiry.

On August 7, 2013, the insured complained about a check engine light, scratches to the paint, and that his vehicle was not completely detailed. Auto Damage Adjuster [redacted] explained to the insured that the check engine light and scratches on the insured’s vehicle were prior damage. Additionally, [redacted] told the insured that [redacted] body shop is only responsible for a basic car wash. After the insured accused the body shop of causing the damages to the vehicle, [redacted] politely asked the insured and GEICO adjuster to step outside to have a private conversation away from the other customers.

On August 8, 2013, Auto Damage Supervisor [redacted] called the insured and said he would assist him in opening a new claim for the damage to the paint. The Auto Damage supervisor informed the insured that the check engine light was from an EVAP sensor which had over 250 start cycles.

On August 16, 2013 the insured reported that his bumper was misaligned. The Auto Damage Supervisor told the insured that GEICO has a lifetime warranty on the parts and labor. The insured agreed to take his vehicle to [redacted] Automotive. The shop realigned the bumper and then the insured reported the windshield was defective. The shop placed an order for a new windshield and scheduled an appointment with the insured to have the windshield installed under the ARX warranty. The vehicle was drivable and did not require the use of a rental vehicle.

On September 10, 2013 the insured reported that [redacted] Automotive damaged the left front glass on his vehicle. Auto Damage Adjuster [redacted] explained to the insured that this is not related to the claim. [redacted] Automotive mailed a denial letter to the insured on September 11, 2013.

At this time, GEICO will not pay to have the vehicle scratches fixed or replacement of the left front glass under claim [redacted]. Members of the GEICO Auto Damage Department request to communicate in written form due to the hostile language the insured used towards our GEICO employee during the last visit to [redacted].

If you have any other questions regarding this claim, please contact our local manager, [redacted]. He can be reached at ###-###-####.

Sincerely,

Regional Auto Damage Director

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Review: I purchased a car from Geico in the amount of $1000, that was connected to claim#[redacted] which was a wreck that my sister [redacted] was involved in and her 1996 [redacted] was deemed totaled. I was originally told repeteadly that they could not give us any information on her claim when we called in to try to get details on the purchase process prior to sending the money in for this purchase. I was then told that I could rest assured that once the payment was sent in for the purchase of the car at that moment Geico cusotmer service representatives would be able to share more informatio with me because I would have purchased the car from Geico and not my sister. Me and my boyfriend [redacted] submitted a payment from the [redacted] on 3/22 and waited for the payment to clear and began calling again to get information on how we could pick the car up and get the necessary paperwork. Once again we were met with they could not talk to us because our names were not on the claim. After several days of this we asked for a refund and were told to send a copy of the cashier check to [redacted] who was identified as a supervisor. We called back a few days later and were still told they could not talk to us. We finally were able to talk to someone and they told us to go pick the car up but they could not give us any kind of paperwork to register the car or anything and that we would have to drive the car in my sister's name and she has already stated that this is not ok with her and also her tags would expire at the end of April and we would have no way to obtain new plates or to get insurance on the vehicle. We told Geico this and they promised someone would get back in touch with us and they still haven't. We have since found out that the check was cashed by Geico and the notated on the back of the check that it was for the purchasw of the car.Desired Settlement: We would like our money returned back to us since we have not received the car

Business

Response:

April 16, 2014

Review: I was involved in a hit and run accident in the summer of 2013. The person who hit me is insured through [redacted] Insurance but GEICO did not charge any damages to that company. Because of this, I was required to pay a $500 deductible in order to get my car repaired. SInce then, GEICO has not done anything to assist me in retrieving my deductible. Whenever I call to get information, no one is able to give me a straight answer. I never get a phone call in return from them, they always forward me onto someone that "may be able to help". As my insurance company, they should be doing more to assist me. It has been over a year since that accident, and yet I have no answers as to what is going on with my deductible. The last I heard, they sent a collection notice to the person who hit me so that I can get my $500 back. This should not be the case. I should have received my $500 back from GEICO and they should go after the person who hit me to retrieve their funds. Otherwise, what is the point of having insurance if I am the one taking the hit??

I should not have to go through this much trouble to get my deductible back especially since the other person has insurance.Desired Settlement: I will not accept anything less than a notice from GEICO that I will be receiving my $500 deductible back.

I am in the last month of my 6 month policy. If I do not receive my deductible back by then, I will be switching insurance companies.

Business

Response:

July 9, 2014Dear **. [redacted]:Thank you for your letter of July 3, 2014.On June 30, 2013, **. [redacted] reported this accident to us. She advised her 2012 [redacted] was involved in a hit-and-run accident while she was attempting to parallel park on [redacted]. **. [redacted] was able to provide us with the license plate number of the vehicle involved in the loss. We conducted a tag trace and were able to find information for the vehicle owner and the last known insurance policy which was with [redacted]. Unfortunately, when we contacted [redacted] we were advised that the policy was no longer active.On August 8, 2013 the file was assigned to our Payment Recovery Unit where we began efforts to collect what was paid to **. [redacted], along with her $500 deductible. We conducted additional research which did not yield any new insurance information for the responsible party. To the best of our knowledge the vehicle that struck **. [redacted] is uninsured.We made multiple attempts to reach the individual identified as the owner of the vehicle, but we received no response. On January 14, 2014 we turned the matter over to a collection agency. To date they have also been unsuccessful in their recovery efforts.We apologize for any inconvenience this has caused **. [redacted]. At this time it seems unlikely we will be successful in recovering her deductible. If she wishes to take further action against the individual responsible for the accident, she will need to do so before the statute of limitations expires on June 28, 2015. If you have any questions or need additional information, please contact [redacted], Claims Manager, at ###-###-#### X[redacted].Sincerely

Review: Geico is refusing to allow me to cancel an auto policy with them after repeated attempts made.Desired Settlement: I'd like Geico to reimburse me for the full amount of my purchase due to their deceptive business practices and the time taken to deal with their mistake.

Business

Response:

November 5, 2013

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.

**. [redacted] has been insured with GEICO for several years. He requested to add [redacted] and her 2005 [redacted] to his policy on July 1, 2013. **. [redacted] and her vehicle were not added to his policy as she is not a relative and the vehicle is not registered in **. [redacted]’s name.

**. [redacted] purchased a policy for her 2005 [redacted] on July 19, 2013 via our website. He premium payment was made with **. [redacted]’s credit card with his permission.

The policy was issued effective July 20,2013-

The policyholder and spouse have authority to discuss and make changes to the policy.

The policyholder may also give permission for others to discuss the policy or to make changes to their policy. **. [redacted] did not give permission for **. [redacted] to discuss or make changes to her policy.

We received a dispute for the $205.00 payment on September 27, 2013 filed by **. [redacted] with his credit card company. We replied to the credit card company the charge was a down payment authorized online. The cardholder’s name was provided at the time of the transaction indicating the payment was authorized. We received acceptance for the charge from the credit card company on October 26, 2013.

**. [redacted] contacted us on November 1, 2013 to cancel [redacted]’ policy. We advised him we could not cancel the policy without speaking with [redacted].

We attempted to contact her at the telephone number on file, but we were unable to reach her. **. [redacted] may contact our Service Department anytime at ###-###-#### to cancel the policy. In order to backdate the cancellation and refund the payment, we will require proof of other coverage for the 2005 [redacted] effective July 20,2013.

If you need additional information please contact [redacted] by telephone at ###-###-#### or by email at [redacted].

Sincerely,

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Review: It's too bad I can only pick one option for "nature of my complaint."

I contacted Geico back in July to have my car repaired after an accident. For some reason, they had it towed all the way to a shop ([redacted]) in [redacted], when the same shop has a location in [redacted], where I lived at the time. When I talked to the insurance adjuster, he told me that there was "fluid buildup under my car" which meant the transmission was likely leaking fluid, and that the fluid had been overfilled. I smelled something fishy, but since I didn't have any problems with my vehicle leading up to this situation, I said that as long as I got my car back in the condition it was before, I would be happy to look into the "leak" situation myself later. It took [redacted] almost a month to "fix" my car. When they finally called me to tell me it was "ready," they told me they had test driven the car and that everything was good to go. When I came to pick it up (via a cab ride that cost my ~$90 because of how far away the location was), it had obviously not been test driven. The check engine light came on as soon as I turned the car on, the power steering did not work, the odometer did not work, the speedometer did not work, the transmission did not work, and the display on the dashboard displayed a message in large read letters saying "Error." I paid a total of over $1,600 between my deductible and having the front two rims and tires replaced. As I had a spare "donut" on the front right at the time of the accident, my adjuster from Geico told me they would replace the spare but not the actual wheels/tires. They did not replace the spare, which I didn't even think about until later because I went back into the shop to inform the cashier of all the problems still present with my vehicle. As it was Saturday, the cashier was the only person present in the shop, and I had to be at work shortly, so I drove the car with all its problems back up to [redacted].

The following Monday I returned the car to [redacted] in [redacted]. They called to tell me within the next day or two that there was a "transmission control module" in my car located near the suspension that had been damaged or knocked out of place which was causing all the problems. They again took almost a month to "fix" my car. By this time it was September, and I left [redacted] for 8 days on a family vacation that had been planned some time earlier. While I was away, they called me to tell me my car was ready again, so I told them I would pick it up as soon as I got back. I had a friend pick me up from the airport in [redacted] and drop me off at [redacted]. Only when I got there and received the car with all the same problems, minus the power steering being fixed, and asked them about it, did they inform me that the damage was actually due to "a sensor chip in the transmission that was damaged due to wear and tear," that it was not accident-related, that it would require the entire transmission to be replaced to fix, and that Geico would not cover it to be replaced. None of these problems with the transmission, speedometer, or odometer were present in the vehicle before I turned it over to Geico/[redacted].

Needless to say, I went home and immediately contacted my insurance adjuster. He echoed the same things I had been told at [redacted], and that if I wanted to pursue it further I could contact his supervisor. When I asked what besides that could be done, he said I could take the car to another shop, and if they determined the damage was "accident-related," and not due to "wear and tear," that they would cover replacement of the transmission. I looked up a few transmission repair places and took my car to the one with the highest Google-reviews ratings. It was at this time I also looked up [redacted] and saw that they have a 2.5/5 star rating (thanks for picking the worst shop around Geico!). The shop contacted Geico about my vehicle and then told me that Geico had told them they would not cover the cost of inspecting the transmission, that my claim had been resolved, and Geico had washed its hands of dealing with me.

I called Geico customer service about a week or two after this to complain. They told me there was nothing I could do except talk to my insurance adjuster's supervisor, for whom they gave me a number. This set off a series of phone calls by me where I got in touch with someone who was no longer the supervisor of my insurance adjuster, another person who was in Washington DC and had nothing to do with anything, a phone number that just rang and never got answered, and finally the supervisor for my insurance adjuster. When I explained all of my problems/frustration to him, he said he had a meeting coming up with the Vice President of [redacted], with whom he would raise my concerns and get back in touch with me. It has been about a month and I haven't heard anything back from anybody via phone, email, or otherwise.

To bullet point everything that has been awful and wrong about this experience:

- I paid $1,600+ dollars for repairs on a car that is likely not even worth $1,600 given the state of the odometer, speedometer, and transmission.

- It took a month to "fix" my car the first time, which is way too long.

- My car was taken to a shop that was ~45 minutes away from where I live (and where the accident happened) when another shop from the same company existed right now the street.

- My car was supposedly "test-driven" and deemed "fixed," when it obviously was not because [redacted] had no idea that the power steering, speedometer, odometer, and transmission were not working until I brought it to their attention.

- My spare tire, which was supposed to be replaced, never was.

- The second time I took my car in to [redacted], it took a month again, which is again way too long.

- The second time they "fixed" my car, they first told me the problems were caused by damage they had inadvertently done, and only when I came in to pick up the car finally did they tell me the problems were on my end and would not be fixed.

- When I called Geico customer service, I kept getting wrong numbers and had to make several extra phone calls (wasting my time!!!) to actually get in touch with my insurance adjuster's supervisor.

- The "supervisor" told me he would look into my problem and then never got back in touch with me.

I am so angry/frustrated and there has been so much wrong with this experience that I'm not sure I covered it all, but most of it should be in here.Desired Settlement: - Transmission/Odometer/Speedometer in my car need to be fixed, and not by a company that gets 2.5/5 star ratings from its reviewers.

- I deserve a check for the bluebook value of the car as well.

Simply doing one or the other is not enough, given that the car should have been fixed in early August, without me having had to pay $90 for a cab, or make endless phone calls, and endure all the headache and frustration that has gone along with it. In the meantime, I have been having to ride the bus everywhere, other than during the second "repair," during which time Geico provided me with a rental vehicle.

Business

Response:

Review: GEICO is ripping people off; I mean it; one speeding ticket (less than 10 miles over) speed trap and one parking lot accident does NOT qualify for cancellation when I had the same coverage for 7 years. I am so [redacted]. what is going on? how come no can Balance a budget when the top dogs are getting the gravy. I am single working mom that lost my job in 2009. I am trying to catch up and it is stressful. high cost of groceries GAS for lords sake!!!!!! just to get to work and 2 kids. what would you do. and the rates for all those 7 years kept creeping UP and UP and UP for NO reason. I'm paying for all the old people who crash into buildings, young adults driving, drunks, ETC ETC and I AM SICK OF IT. GIVE ME BACK ALL MY MONEY AND TAKE THE PAST DUE BALANCE OF F....GGG 12.78 BACK - I HAVE BEEN GOUGED LONG ENOUGH!!!!! I MEAN IT. who is making the money ....... and WHERE IS IT GOING....Desired Settlement: RETURN ALL MY MONEY AND CREDIT ME BACK 12.78 THAT HAS BEEN TURNED INTO A COLLECTION AAGENCY FOR GODS SAKE!!!! YOU CHEATERS. YOU FRAUDS.

Business

Response:

March 28, 2013

Review: To whom this may concern,

I am sorely disappointed in your customer service. One of your representatives made an agreement with me to accept $75 on my insurance policy on January 3, 2013, then cancelled my policy on January 6th, 2013. I explained that the recession and coming out of bankruptcy was very difficult and that I had just recently secured full time employment so am struggling to catch up with all back bills.

I called Geico approximately 4 days ago to inquire about my account. They said it had expired and that I needed to reinstate. I was surprised because I had not heard from them regarding a cancellation so told them I would pay to get reinstated on Friday, March 15, 2013. Today I called Geico to reinstate my policy but only because I actually believed I was at fault. I could not remember off the back whether I paid in January so while I was on the phone with them, I checked, and yes, I had paid them in January 2013. So, they took my money over the phone and made me pay a back payment of $77.00 included in the present payment, totalling $214.00. They said they had to do autopay in order to keep me on this plan. So I did.

I have been covered by Geico for almost 15 years and have never experienced Geico as I experienced it today. They told me they cancelled me because I did not pay forward and my account was in arrears too long. Albeit, no one ever told me that when I called to make payment arrangements. Moreover, the representatives could not find the notes from the January 3rd payments to even verify that I had spoken to a rep and made arrangements, when if they check my records it is what I had been doing for almost six months. I received no notifications after January 3rd, nor did DMV.

I called Geico in early March to check on my account and they told me it had been cancelled since January 6th, right after I had made a payment. Im more hurt than angry because theres no record of the representatives conversation and now I am being penalized for having no insurance since January. DMV normally contacts individuals immediately when they learn they are without insurance (at least in [redacted]), but DMV did not contact me in January or February....why...because they had not been informed as well. DMV did not contact me until after I contacted Geico. So, that goes to show, that neither of us knew.

This is deceitful practice. Now, after all these years I feel bad that I have to cancel with Geico. I believe in establishing myself with a tried and true company, but when they practice business in this fashion I have to cancel my policy because I never know when they will make arrangements and decide on their own, without notifying me, tht they are changing the arrangements.

I know I'm just one little drop in the bucket and my dollar will mean nothing to them. I am a school administrator, working with children and working to make our society a better place - not a place where big business practices deceit. Throughout the recession Geico has been a company that I have seen managed to stay out of the greed chaos, but no longer. I am so disappointed.Desired Settlement: Geico should not have ended my policy in the month of January. They also should have notified me of a cancellation pending as was their usual practice. If they were going to change that usual practice they should have notified the client (me). Geico should have also notified DMV if in fact there was a cancellation but they did not. That way I would have known earlier as well. I could have been injured during that time not knowing I was uninsured. Geico went against the agreement we made by telling me that the minimum of $75.00 would keep my policy open when in fact three days after receiving my $75 they cancelled my insurance without telling me on the day we made the agreement. Their argument was that they told me in November, but they did not tell me then either. I am just out of bankruptcy so was on a payment plan and monthly they were telling me the minimum I could pay. The desired outcome would be to not show cancellation for the month of January. I will agree to pay the premium due for February (which I already have) and then they should notify DMV that it was a mistake on their part and I should not show a lapse in insurance, so that I am not penalized "again" by DMV because of Geico's neglect, lack of communication, followup, and deceitful practice.

Business

Response:

Please see attached response to this complaint.

My complaint is against Geico and their service provided during my auto claim process. After an auto accident, Geico recommended an Auto Collision shop. I agreed with their recommendation. My was in care of the autoshop for over 6 weeks. At four weeks, I reached out to the Collison shop to find out the process of the repair and get an date that my car would be ready. This is something that I should not have had to follow-up on, this is the job of the claims adjuster John M[redacted] in Macon, GA. The adjuster never reached out to me besides the initial greeting and to explain the estimate. According to Geico ARX Customer Promise, I was supposed to receive 1) calls from Geico Adjuster to keep me informed of my vehicle repair 2)Confidence knowing that my vehicle will be checked for repair quality, 3) Satisfaction with a timely, quality repair. Those were never provided. I was also, given several dates that my vehicle would be completely repaired and neither date and time were accurate. Geico did not initially pay for my 30 day rental, the rental company contacted me for additional payments on the 30th day. Geico had only approved 24 days, but the adjuster stated that 30 days were approved. I then called the adjuster to requested that he approve payment for the additional 6 days. I should have been notified that my vehicle would need longer to repair. I could have prepared better for the additional costs of the rental that I needed for an additional 2 weeks. This was an headache with the calling back and forth to collision shop and Geico. Lastly, the collison shop treated me as if they were doing me a favor in repairing my vehicle. After expressing the urgency of repairing my vehicle and the untimely repair, the collison shop Absoulute Autobody in McDonough, GA showed no concern and basically stated that they would get to it when they could.

Review: On August 17th, 2013, I locked myself out of my vehicle. I called Geico Insurance because I have roadside assistance service with my policy to have a locksmith come out. Well, I spoke with the customer service representative and told her the truth, the whole truth and nothing but the truth and her response was I understand you are locked out but since your key will not open the door we can not send anyone out to unlock the vehicle. She further stated that it sounds like a mechanical problem. I explained that the keyless entry that was on my key ring was locked inside and I could not get in to get it to unlock the door. Again, she said we can have someone come out and tow your vehicle to a repair shop so they can open the door for you. I asked to speak with the supervisor and she said the exact same thing. This was very confusing to me because I told the truth they would not help me and I ended up paying a lot of money just to get into my vehicle. The even told me that if you would have said that your key was broken, lost, or locked in the car we could send someone out. That was insane because the part of my key that would have opened the door was inside of the locked car. For all I know the key may be broken or chipped which could possibly be the reason why the door would not open.Desired Settlement: I pay for emergency roadside service and tonight I had a problem which my policy states that that if I am locked out of my car Geico is suppose to send someone out to unlock my vehicle. That was not done and I don't know why I had to pay for a service that they should have covered. I would like a refund in cash the same way that I paid for the service.

Business

Response:

August 20, 2013

Having my vehicles insured with Geico I thought I was very happy until I had to recently sell one vehicle and cancel the insurance policy. After watching my bank account to verify their refunding my monthly payment of $42.00 the refund never arrived which should have been an almost instantaneous transaction the same as it is when it is collected from my bank to Geico to make payment. After several calls to them to see why refund was not made they informed me that they keep the money for 5 to 10 business days then schedule a refund date. To make a long story with lots of disappointing information from Geico as well as being laughed at from an employee proudly giving and spelling her name "Crystal V[redacted]" as to her ability to withhold money at will from a customer I have decided to remove my second vehicle from their insurance coverage also. I had the 2nd vehicle scheduled for cancellation due to Geico's strange practice of withholding refunds that should be done instantly and called them today as I was reconsidering my cancelling the policy with Geico as I have been happy with them and never had issues. Crystal definitely made up my mind for me and I will cancel my policies with Geico indefinitely. I also feel Geico owes me my refund of the $42.00 and $500.00 for my troubles of several calls to them wondering why my money was not transferred to my bank only to find out they keep it for whatever reason as well as being ridiculed and laughed at by Crystal. An employee that has control over customer funds and is very proud of it can usually be a very costly employee to a company. She did say "have a nice day" while she was laughing right after saying she MIGHT schedule a refund for the 22nd of October. My being a DOT Specialist "DOT ID [redacted]" also with Safety "MC-242464" I have sent a few thousand customers to this company over the years. I may have made a mistake.

Review: Called GEICO about an accident I was then I was informed by [redacted] a supervisor for the claims department if they could wave my deductible all I had to do was call the adjusting supervisor on my side of the insurance and they could take care of they have gave me the run around for almost two weeks on this the accident happened the 6 MayI did everything I was told by [redacted]

I called my I just seen department got the runaround talk to five different people finally the manager called me back and pretty much told me I was a liar that no one in their company would ever say thatDesired Settlement: Waive my deductible as offered to me by [redacted] honor what a supervising employees offered me

Business

Response:

June 11, 2014Dear [redacted]:We have received your letter requesting assistance on behalf of **. [redacted]. I welcome the opportunity to respond to his concerns.In this situation, **. [redacted] is insured with GEICO under his own policy; however, he was initially looking for coverage under the GEICO policy issued to another driver.On May , 2014, **. [redacted] reported an accident in which he stated that he was rear ended by another GEICO policyholder. It appeared that the policy issued to the other driver was not active at the time of the accident; however, we needed to finalize our coverage investigation. **. [redacted] was immediately advised that he should use his own coverage to repair his vehicle since it was likely that there will be no coverage under the other policy. We reiterated this to him again on May , 2014 when he spoke with a supervisor.We then completed our coverage investigation under the atfault drivers policy on May 13, 2014 and concluded that his policy cancelled prior to the date of the accident. We called **. [redacted] this same date to relay this information and followed up by sending him a letter as well. **. [redacted]s option at this point was to use his own policy to repair his vehicle and any deductible under his policy would be applicable in this case. **. [redacted] questioned several times why he should pay his deductible and we explained it was the applicable coverage on his policy for the state of Arizona.**. [redacted] alleges that on May , 2014 when he spoke with Claims Supervisor **. [redacted], he was promised that his deductible would be waived. We have verified that this may have been a misunderstanding on the part of **. [redacted] as **. [redacted] did not at any time communicate to **. [redacted] that his deductible would be waived. **. [redacted] recalls the conversation, and when **. [redacted] called he had asked that we back date our coverage to be able to cover his damages. We explained that we could not do that, but would continue with our coverage investigation to see if coverage could be afforded. He then asked for his deductible to be waived. At that time, **. [redacted] advised **. [redacted] that he had no authority over the claim filed under his policy as he was the supervisor for the claim filed under the other drivers policy.**. [redacted] was informed that he would need to relay his request to the adjuster handling the claim filed under his own policy. **. [redacted] reports that at no time did he tell **. [redacted] his deductible would be waived, only that he would need to speak with the proper person to make his request. There are no records that **. [redacted] was ever told that his deductible would be waived.When **. [redacted] was contacted on May 13, 2014 by the adjuster handling the claim filed under the other persons policy; **. [redacted] again asked for his deductible to be waived and he was advised by this adjuster that it was not possible. As the state of Arizona does not offer Uninsured Motorist Property Damage Coverage, **. [redacted] would need to utilize his Collision coverage to repair to his vehicle. When **. [redacted] purchased his policy, he selected the deductible amount for this coverage and entered into a contract with GEICO that he would need to pay his share of the loss should he choose to use this coverage.We apologize for any confusion; however, we are unable to waive **. [redacted]s deductible at this time based on all of the above noted facts. If you have any additional questions, please contact my associate, [redacted], at ###-###-####, extension [redacted].Sincerely,

Review: I am very displeased with the service I received from GEICO Staff, especially [redacted] and his immediate supervisor. [redacted] speaks too FAST the only reason I was able to return his call was because he called me and I was able to retrieve the telephone number from the caller ID. A full effective investigation was NOT done. The accident took place 02/24/2013 noon, I received a decision mid-morning from [redacted]. I asked him if the photos were viewed his reply no, no photos were submitted. I informed [redacted] (the person who recorded the statement) that I had photos. [redacted] (the first person I spoke with when transferred to claims) was also informed I had photos of the vehicle(s). [redacted] point of contact @ the [redacted] location did not return my call after contacting her several time. I called [redacted] for assistance because it was an hour before [redacted] closing and I still did not receive a return call from [redacted] immediately assisted me. GEICO receives monthly payment(s) from me for vehicle insurance and the service I received was very poorly with the exception of [redacted]. He was the only person who was and has provide quality customer service. GEICO Staff tried to rush and closed this accident without following protocol. When I asked [redacted] immediate supervisor if she spoke with the GEICO adjustor her response was no, so casual as if she didnt need to the decision was up to her. I will contact GEICO CEO and report this matter to the Revdex.com!Desired Settlement: Quality customer service, effective investigation to include all aspects: photos, following up with the adjustor of the damages, enforce police reports (GECICO responsible if the state cannot) etc.

Business

Response:

Your file No. [redacted]

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

As I stated in my written complaint and verbally communicated to several GEICO Staff an efficient investigation was NEVER done. GEICO is very lazy and too quick to close claims. The decision was made less than 24 hours, what time or effect was provided??? However, without hesitation GEICO accepts my monthly payments but provided very poor customer service. I did their job for them. I had to ask if the claims person spoke with the adjustor to obtain the adjustor view of the damages, GEICO response “NO”. I do not think they ever viewed the photos of the damages because the decision was made before I uploaded the photos. I informed the claims person [redacted] and [redacted] the person who took the verbal statement I had photos, therefore why weren’t the photos apart of the initial investigation???