GENTERA

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
I still reject your answers. That's fine if you changed the date of motorcycle to cancel but why are you charging me $to do itThis is according to one of the many people we spoke with on the phone that the motorcycle has a balance of $80. How if I don't have coverage and why when I never cancelled. It got cancelled when I called on Sept20th to find out about a letter I received from Liberty dated Sept 6th. I received letter on the 20th. It was sent to some address in GA. where did that come from? Every month my bank statement showed the same deductions for payments of all policiesIt did not change until Sept's statement which more than doubled. I get that it would change when we bought the new truck but not to the extent that it went to. I also have proof of the cancellation date from Liberty of Nov 16th and the bank statement to prove that on the 22nd more money was deducted from my account. Liberty Mutual needs to dismiss the last bill totally. I have been screwed and robbed.
Regards,
*** ***

We've received complaint number ***, after reviewing this complaint it seems as if a duplicate may have been filed. Please feel free to reach out if you have further questions. *** *** *** ***
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Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
The person with whom I last spoke stated that previous discussions were deleted Liberty should not be allowed to take advantage of their own deletion of evidence tending to prove my claim.They could at the very least maintain the discounts they offer until ***'s 20th birthday as compensation They have offered nothing more than what they offered before I filed my complaint: they offered for her to take the course at our expense and at the expense of her time which we both have already done at much greater expense of monies and time based solely on their recommendation
Regards,
*** ***

This is in response Complaint # *** that was filed on 3/22/by *** ***The complaint was received 3/23/by the Presidential Service Team.I would like to cover some background for your policy balanceThe policy was set up on Electronic Funds Transfer from your checking account.The
last payment for the previous policy period request was sent to your financial institution on December 05, The payment was returned on December 21, There is a $returned payment charge that was appliedCreating an amount due of $42.50.This balance of $was transferred to the renewal policyThe first payment for the policy period 01/05/18-01/05/would have been $60.92.On January 27, a cancellation was processed, per your request, ending coverage as of January 27, The coverage for your Tenant's policy was provided to January 27, This left an balance of $for the coverage provided.An email reminder issued January 29, requesting payment remittance to avoid collection activity by February 18, 2018. As we did not receive your final payment by the due date, we forwarded the balance to a third-party collections vendor, *** *** ***, which is how all unpaid balances on cancelled policies are managed at Liberty MutualI apologize if you were surprised by this course of action, but it is one we must take when we do not receive final payments on cancelled policies.In summary, we appreciate you notifying us of your concern as we want you to be happy with the service we provideWhile we have measures in place to prevent a referral to collections such as the final bill and email reminder issued, we also expect our representatives to set the appropriate expectations regarding the final balance due when a policy is cancelledWe regret we did not offer to take a payment at the time of the cancellationThis will be addressed with the representative involved.We are sorry to have lost you as a customer

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below. The business has said that a check has been mailed on occasions I have never received a check Please do not close this complaint until a check has been received.]
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***..
[I don't agree with the company's response because I informed the representative that I wanted all $1,deductiblesIn addition, I received several quotes for the replacement/repairs to my roof and was told that it's not at the end of it's lifeI've been quoted to repair the roof with a promise that my roof would last a few years longer But, Liberty Mutual suggested replacing the roofWith that said, I don't believe this insurance company has it's customer's best interest at heartNow, my decision stands.]
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Even with what you said (higher cost for everything), there is no justification to increase at such a high rate (15%-20%) for a custom with only one not-at-fault claims in the last five yearsWill shop around
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I received a letter from the collection agency and they informed me that I owed for January and February I told them those payments came directly from my bank account. They asked me to send them copies of bank statements proving that I didI was told that info would be sent to Liberty Mutual. I did not hear back, so I called them the last week of July and they informed me that Liberty Mutual had them to close out the account I took this as I did not owe them any thing else. Then all of a sudden I am getting phone calls from another collection agency now say I owe for March and April. I cancelled in April and Liberty took a payment on April 4, now Liberty Mutual is talking about the payments they are asking for has to do with being part of a cancellation policy. I still say they are lying and we spoke to one of their representatives in April and told them we plan to change carriers and they said we had the right to do that and did not mention ay of the bull they put in their response. I want further investigation done on this company, because they had a class action suit against them last year for writing claims
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments belowRegards,
*** *

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Due to the sensitive nature of financial information and policy documents needed for our response, we will respond directly to the customer in writing

Dear Ms***, This is in response to your correspondence received through the Revdex.com on June 20, regarding your automobile policy. I am truly sorry we have lost you as a customer and appreciate the opportunity to respond. Please accept my apology for any
miscommunication that occurred concerning the amount due after cancellation This policy initiated May 5, and subsequently renewed each year, most recently May 5, with an annual premium of $2, You had selected our Electronic Funds Transfer (EFT) option as your preferred payment method, which you kept in place throughout the life of the policyThere are twelve EFT payments (one per month) for each policy termYou elected to make payments on the 30th of each monthIf the 30th falls on a weekend or holiday, the payment is processed the following business day. Your payments were scheduled in the amount of $($2,divided by twelve, with the final payment reduced by a few cents) to pay the annual premium in full with the first payment scheduled June 1, Based on your May 5, renewal date, we received ten payments of $($1,771.70). However, you elected to cancel this policy on March 25, 2016, twenty-one days later than the ten month period. Since you only made ten monthly payments, this means you still owe $on the policy for the additional twenty-one days, which includes a $bill fee(Note that we calculate the premium based on each day your policy was in effect, some months are longer than others and there is rounding involved to arrive at the final calculation.) Liberty Mutual uses a third party vendor, *** *** Services (***) to secure past due premium owed for cancelled policies. Policyholders are referred to *** when their policy has cancelled and the final bill remains unpaid. Since this balance remained unpaid, it was referred to collections on September 29, 2015. For your reference, I am enclosing a copy of the billing history for your reviewThis $balance remains due As long as the balance owed is paid or resolved with us directly or with *** on our behalf, your credit will not be affected Regarding your homeowner policy, this policy was paid in full on May 20, 2015; therefore, there was a refund of all unearned premiumMs***, thank you for contacting us with your billing questionsAgain, I am truly sorry that we have lost you as a customer, but I hope that I able to provide the clarity you were looking forIf you have any further questions or feedback to share, please do not hesitate to reach out to me directly at any timeI will be more than happy to assist youSincerely, *** * ***
Associate Customer Care Specialist Customer Care Unit Personal Insurance Distributions Operations Tele: *** Fax: *** Enclosure

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Of all the years that I have been a customer of Liberty Mutual, this is the first time I am hearing about a penalty I have never been told by an agent or aware of a short rate fee With the amount of money that is being billed that is something that Liberty Mutual should make sure the customer is aware of For about days of coverage, I am being charged over 22% of the premium
Regards,
*** ***

Ms***,We will remove your name and address from our mailing lists. If the mailing was addressed to a different name we would also need that persons name to remove from them from the list as well. You may contact us with this information at ***.Thank you,*** ***

My major complaint is that your Sales Rep told me that the OEM parts would be used, I specifically asked this question at the time of the last revision, and was assured that if I wanted OEM parts that they would be used, since is comment is that we as a company do the right thing I have also never been offered the Rental Rider, but in my opinion it was removed to meet a price from another company, just as the OEM issue. Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
Regards,
*** ***

This is in response to your November 27, correspondence to the Revdex.comI am truly sorry for your unfavorable experienceI appreciate the opportunity to respond and hope to provide the clarity you are looking for The Motorcycle policy was reinstated in order to cancel
back to the policy effective date of 06/06/17. This completely negated any balance you may have received a bill forThat policy was for a *** *** *** *** The Motorhome policy was paid ahead and a credit was sent back to the same account the Electronic Funds Transfer was taken from The outstanding balance of occurred when you changed the vehicles on the policy from a *** *** to the *** ***That increased the premium for policy in effect at that timeThe premium for that coverage would have been calculated over the rest of the policy periodThe policy was subsequently rewritten to a newer rating platform which lowered you total annual premiumThis caused a rollover amount from the previous policy to the new policyYou cancelled the new policy effective 11/16/So the outstanding balance is from 11/8/to 11/16/in addition to the previous balance for coverage

*** Case # *** Policy Number: *** Policyholder Name: *** *** *** *** Underwriting Company: *** *** *** *** (***) NAIC #: *** Insured stated that this account was bound in error and should have never been
issued. Per email sent to us by our agent (*** ***), it appears that *** *** requested for this account to be bound on September 17, for a premium of $*** ***Underwriting Manager

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
Tried to upload bank statement twice showing payment clearedI will send directly to *** ***.
Regards,
*** ***

Dear Mr***, This is in response to your correspondence received through the Revdex.com on May 24, regarding the unsolicited emails you are receiving. Please accept my apology you have continued to receive communications following your request to unsubscribe. I
appreciate the opportunity to respondI have requested your information be removed from our mailing and email lists. In the unlikely event you receive further emails, please contact me directly so I may further determine the source of the emails and ensure they are discontinued as promptly as possibleMr***, we regret the inconvenience this matter has causedIf you have additional questions or concerns, please also feel free to contact me directly. I will be happy to assist youSincerely, *** * *** Associate Customer Care Specialist Customer Care Unit Personal Insurance Distributions Operations Tele: *** Fax: ***