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 # ***Please add your rejection comments belowI do not agree with amount returned to me I paid $but only $was returned to me A difference of $378.00. The amount returned to me was done through an electronic transfer to of many bank accounts I have. No one at Liberty Mutual was knowledgeable about this transaction, nor I, until I read your Revdex.com response letter. It appears that discrepancy is possibly due to Liberty Mutual's "short-rate provision" rule that was only disclosed to me now, on their response letter This short-rate provision rule is new to me and was not explained to me when I spoke to customer service about the discrepancy In addition to this rule, a $cancellation fee applied to my policy and then this was removed. It is very confusing when issuing multiple cancellation fees.The response letter did not state what the $discrepancy was. Is it due to "mid term" cancellation policy that Liberty Mutual has?Also, now I am being billed for more and I don't understand why it the amount was not "rolled over" as everything else was.It seems like the rules are changing as we discuss this further
Regards,
*** ***

Dear Ms***,
This is in response to your September 1, correspondence to the Revdex.com regarding your automobile policyI have been asked to respond to your concerns and appreciate the opportunity
This policy renewed effective February 6, with an annual premium of
$2,
You elected monthly Electronic Funds Transfer (EFT) billing as your preferred payment methodThere were twelve monthly EFT payments scheduled in the amount of $to pay the premium balance in full ($2,divided by twelve, with the final payment adjusted a few cents), with the first EFT payment scheduled for February 20,
We received six EFT payments of $totaling $1,and the balance due adjusted to $1,
On August 12, you contacted our customer service department to remove the *** advising you had sold the vehicleThe annual premium adjusted from $2,to $1,with a pro-rated credit of $
With EFT billing, any changes made to the policy require fifteen days before the EFT payment amount may be adjustedThis allows ample time for us to provide you with the required written EFT withdrawal notification confirming your new payment amountSince the change was processed on August 12, and your next EFT payment was scheduled only eight days later on August 20, 2015, your payment for August 20, remained $187.83, with future payments scheduled to be $($divided by five) beginning September 20,
You indicate in your correspondence that you are paying for a vehicle you no longer own; however, this is not the caseThe pro-rated credit of $applied to your policy balance reflected the credit owed from August 13, when the *** was removed through the February 20, expiration of your policy termThe fact that your payment amount was not immediately adjusted is not an indication that you are overpayingFor example, had your August 20, payment been impacted due to the August 13, endorsement, your payments would have been $going forwardHowever, since your payment remained $for August 20, 2015, your future payments will be reduced to $beginning September 20, In the end, the same premium is paidSix payments of $equal the same amount as one payment of $plus five payments of $(with a $adjustment)
Ms***, you are a valued customer and we thank you for allowing us to provide for your insurance needs since I trust this explanation resolves any outstanding concernsIf you still
have further questions or concerns, please feel free to contact me directlyI will be happy to assist you
Sincerely,
*** *** Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Tele: 1-*** | Fax: 1-***

RE: Personal Automobile Policy: *** LM General Insurance Company/NAIC: ***Dear Mr***,This is in response to your June 28, correspondence to the Revdex.com regarding your automobile policyI appreciate the opportunity to reply and regret the
frustration you have experienced.As a company driven to meet the needs of our customers, we thank you for taking the time to bring this to our attention. I have provided feedback concerning this matter to the appropriate management for reviewYour feedback matters a great deal to us and is helpful in identifying areas we must focus on in the future to ensure our customers are consistently receiving the exceptional service they deserve.In reviewing your concern, the customer service representative you spoke with did apply the Accident Prevent Course discount effective June 28, 2017, causing a $pro-rated creditAlthough the annual difference for the discount to be added was $402, this full amount would only be refunded if the policy was paid in fullSince the policy was not paid in full, the credit does not mean a refundTherefore, when the policy was cancelled effective June 28, 2017, it only generated a small refund, as again the credit is not a refund. In efforts to correct the misinformation and to provide an equitable resolution, I backdated the discount to the policy inception date, January 27, 2017. This will create an additional creditHowever, it still will not be $you were expecting as you were paying the policy in installments and the $was calculated based on payments that would have been collected in the future.Mr***, thank you for reaching out and I regret that my response is unfavorable. If I can be of further assistance, please let me know. I am happy to assist.Sincerely,*** ***Associate Customer Care Specialist Customer Care UnitT: ###-###-#### F: ###-###-####

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,
*** ***

Dear Mr***, This is in response to the January 25, correspondence to the Revdex.com regarding your former homeowner policyI have been asked to respond and I appreciate the opportunity. I regret any inconvenience this matter has caused you. I was able to review
the December 16, sales call when you requested quotes for automobile and homeowner policies. We quoted the automobile policy first with an annual premium of $1,527, followed by the homeowner quote with an annual premium of $1,512. Upon receiving the quotes, you provided the routing and account number to initiate the billing for the automobile policy and the contact and account information for *** *** ***. You indicated you wished to accept the homeowner policy and it was implemented with an effective date of January 14, 2016. However, you also stated you wished to contact the sales representative the next day in order to make the down payment on the automobile policy with a credit card. There is no indication you called back; therefore, there is no active automobile policy on file for you.We received a $1,payment from *** *** *** on December 28, to pay the homeowner policy in full. On January 9, this policy cancelled retroactive to the January 14, inception date at your request. A $1,refund check issued to you on January 11, 2016. Our records reflect the check was cashed on January 22, 2016.In addition, you referenced a payment of $However, I have been unable to locate a payment for this amount. If you can provide me with a bank statement by facsimile or email which shows the withdrawal for this amount by Liberty Mutual Insurance, I will be happy to research this further.Mr***, I thank you again for reaching out with your questions and comments. I hope that I have answered all of your questions today. If not, please feel free to contact me directly at *** *** or by email at *** and I will be more than happy to assist you.Sincerely,*** * ***Associate Customer Care SpecialistCustomer Care UnitPersonal Insurance Distributions OperationsTele: ***Fax: ***

Dear Ms***, This is in response to the March 24, correspondence to the Revdex.com regarding your homeowner policyI have been asked to respond and I appreciate the opportunity. I regret any inconvenience this matter has caused you. There is never an acceptable
reason for poor customer service. We have the expectation that all our representatives are courteous and responsive to our customers’ needs. I regret in this instance we fell short of this goal. Your willingness to share your experience is helpful in identifying areas where we are not consistently meeting our service standards or our customers’ expectationsFeedback has been provided to the appropriate management to review and address to improve our service in the future.Regarding your concern with not receiving policy documents, I would like to provide a little backgroundThis policy initiated effective March 6, 2015. At the policy inception, you elected paperless documents as reflected by the consent form you signed on March 2, 2015. You received a Paperless discount as a result of this selection. On February 2, 2016, an email notification issued to you advising your renewal documents were available for viewing which outlined the renewal premium applicable to this policyThank you for taking the time to speak with me March 31, I was glad to hear that you received the refund of $1,This refund was based on a cancellation date of March 18, 2016. I amended the cancellation date to March 17, 2016. You will receive a small refund based on the additional day. Please allow seven to ten days for receipt. We are unable to pro-rate your refund based on the premium as the rate is guaranteed for one year and may change at renewal.Ms***, I thank you again for reaching out with your questions and comments. I hope that I have answered all of your questions today. If not, please feel free to contact me directly at *** *** or by email at *** and I will be more than happy to assist you. Sincerely,*** * ***Associate Customer Care SpecialistCustomer Care UnitTele: ***Fax: ***

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 bought an RV valued at about $for occasional use in August I started the insurance policy for about $1250/yearI use the RV about once a year for a family trip and keep it in storage when not in useWhen I used it, I activated the coverage and upon return, I placed it in storage insuranceI had set up monthly automatic payments for all my cars, RV, home for the insurance coverageIn 2016, I noticed that my premium jumped to over $6000/year and started making phone calls to understand why. (There have been no driving tickets, insurance claims, to cause such changes in my premium.)At first, I was told that this was a "manual" policy handled by a "separate group" within Liberty Mutual and that there needed to be looked into it and I will be contacted with the findingsAfter several weeks/months of waiting, I called back and received the exact same answerEach time I would explain to someone about the premium increasing 5x, I kept receiving the reply, that there have been no premium changes on my auto coverage and the only logical reason the RV coverage changed as such is that there must be a "coding" error when changing the "manual" coverage from storage to activeSince 2016, my premium has been fluctuating $6k, $2k, $4k, ...10. I have placed no less than a dozen calls and had many escalations asking for a reason why this is happening without any followup. Not one.11. I had informed the agents/managers in my last calls starting summer of that I am planning to leave Liberty Mutual if I don't receive some feedback. No feedback.12. As a last resort, I reached out to *** to try one last time to resolve this in October requesting a face to face meeting.13. Around that time, I also starting to receive letters about "non-payment" on the RV policy. Please note, I had been with LM for about years. I always had monthly automatic payment set up. I always had LM withdrawals every month (Auto, RV, Home). I never stopped any of my payments to any of these policies. I never received any notice of "non-payment" from Auto/Home, but only from the RV coverage...14. I met with *** and reviewed all the payments to the RV policy since August until October 2017. Since there were no changes to my driving record, claims, and the auto policy was also always steady, the only logical explanation is that there must have been some coding error in the RV "manual" policy and compared with the steady premium level expected, I was overcharged $916.27. A detailed file with the breakdown was given to *** on Nov 14th.15. I also kept receiving "non-payment" letters at home and on November 2017, I was told by Liberty Mutual (***) to disregard themDuring my years with Liberty Mutual, I had referred numerous family member, friends from church, colleagues to LM. I absolutely did not want to leave LMAfter meeting with *** in November, I was very much expecting some explanation as to what happened with my RV premium going from $1K to $6K to $2K to $4KI waited another months without feedback again...19. And on top of it, I kept getting numerous letters to collect for "non-payment". I never stopped any payments (home, auto, RV). Maybe another "coding" error in the "manual" policy

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,
*** *** ***

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,
*** *** I have rejected this response however I did receive a call from *** *** case manager on Wednesday letting me know that all the days that were not approved at that time has been approved no other contact is needed Thank You for all the hard work

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 # ***
The issue is not with the content of the policy The issue is the total lack of customer service demonstrated by their representative As I mentioned previously, when I asked the representative what the associated fee of cancelling the policy was, she could not provide me with an answer The answer to that question would most certainly have altered my decision to terminate my policy I am shocked that Liberty would rather have an unhappy customer who will communicate this lack of service to his peers than to waive what is a minimal fee to the company I have lost respect for this organization and they have lost any possibility of earning my business again and will miss the opportunity to insure vehicles. Completely ridiculous!
Regards,
*** ***

This is in response complaint # *** was filed on 5/21/by *** *** regarding the unsolicited emails you are receivingThe complaint was received 05/22/by the Presidential Service TeamI appreciate the opportunity to respond.Please accept my apology if you have continued to
receive unwanted communications. The email *** has been submitted to remove your email address from our email list. Email addresses are typically removed within ten business days. In the unlikely event you receive future emails after this timeframe, please contact me directly so I may further determine the source of the emails and ensure they are discontinued as promptly as possible. We regret the inconvenience this matter has caused. If you have additional questions or concerns, please also feel free to contact me directly. I will be happy to assist you.Sincerely,*** *** Customer Advocate I Presidential Service Team *** *** *** *** ** ***

Dear Mr
***,This is in response to your
October 27, correspondence to the Revdex.com regarding the ***
promotion in effect when you obtained a quote from us in June 2015. I appreciate the opportunity to respond to
your concerns.Please accept my apology for
the delay in
delivery of the $*** gift card code we offered. I regret that your concerns were further
compounded when we did not direct your inquiry to the appropriate party for a
quick resolution.We verified that you did
indeed complete a quote during the period of the promotionAs a result you
should have already received an email from us detailing your $*** gift card
codeMr***, we appreciate you
bringing this matter to our attention and thank you for considering us for any
future insurance needs If you have any
further questions or concerns, please contact me directly. I will be happy to assist you.Sincerely,*** ***Associate Customer Care Specialist, Customer Care Unit Personal Insurance Distribution Operations *** *** *** ***

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,
*** ***

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,
*** ***

This is in response to the complaint received December 18, I am truly sorry for your unfavorable experienceI appreciate the opportunity to respond and hope to provide the clarity you are looking for.The process of changing billing type must be done fifteen days prior to the next
paymentThis allows ample time for us to provide the customer with the confirmation of the changeThe policy had a billing date of the Fourth of the month. The electronic funds transfer request was submitted to the financial institution on December 4, This change was requested with the customer service department on December 6, At the time the billing was converted from automated deductions to direct billing at that time.A fee was charged to the policy for the returned itemI have waived that fee because of the confusion when the billing method changedIf the customer would contact *** *** directly at *** we can discuss refund of bank charges

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.
What evidence? You have not fully handled this caseYou have not spoke with my witnesses that would reveal the there in fact were no wet floor signs at this locationThe evidence would also showed that someone placed a Rubber rug on a puddle of waterPull the picturesAgain I have not heard from ***I asked that all phone calls be pulledBecause *** knows she didn't call me on 3/28/ If she sent me something in the mail I have not recvd it because I have movedPlease escalate this to *** *** or his manager*** obviously doesn't care about have a class action lawsuit filed against Liberty mutual and their client for a lot more than I am asking for this claim.
Regards,
*** ***

I have been unable to locate a claim with the information provided. Please provide the claim number, name of plumbing company and any additional information that would help to identify the claim.Thank you,*** ***

This is in response Complaint # *** was filed on 3/29/by *** ***.Please accept this letter in response to your additional correspondence to the Revdex.com regarding your policyI regret to hear of your continued concern and appreciate the opportunity to respond.At this time, no new information has been presented and all concerns were previously addressed in our response as such our position remains the sameWe respectfully request the Revdex.com close this matter

Dear Ms***,
This is in response to your June 24, correspondence to the Revdex.com regarding a previous automobile policyI have been asked to research and respond to you and appreciate the opportunityPlease accept my apology for the duplicate Liberty Mutual payment which
was withdrawn from your bank account June 15, I regret the inconvenience this matter has caused
On June 12, you contacted our sales office to initiate an automobile policyThe policy was bound effective June 15, You made a down payment of $on June 12, and it credited to your policy balance the same day
You requested cancellation of this policy on June 13, effective the June 15, inception dateAfter cancellation, there was a credit balance of $However, a second payment of $was posted to the policy on June 15, The credit balance due was adjusted to $
Our records indicate the $refund was reversed back to your credit card on June 24,
You indicate in your correspondence that neither payment should have come out of your account; however, this is not the caseYou authorized the June 12, down payment to initiate the policyA down payment is required when the policy is bound, so even though the policy was effective June 15, 2015, the down payment was required on June 12, when you accepted the policy
We are unable to reimburse any overdraft fees you incurred due to the June 12, paymentHowever, we acknowledge there was an error with the second paymentIf you incurred overdraft fees through your financial institution for the June 15, payment, please send me a copy of your bank statement confirming the fees applied due to this paymentOnce received, I will review your request for reimbursementThis information may be sent by facsimile to ***.Ms***, I regret your initial experience was unfavorablePlease also feel free to contact me directly with any additional questions or concernsI will be happy to assist you
Sincerely,
*** ***
Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Tele: *** | Fax: 1***

Dear Ms***,This is in response to your additional correspondence to the Revdex.comI appreciate the opportunity to further respondYour correspondence indicated you forwarded proof of payment directly to my attentionHowever, our records show I contacted you on January 31, and February 6, and left messages that the documents received did not indicate that a $payment to Liberty Mutual was successful in August of In addition, in the correspondence you provided, you indicate that you filed a formal dispute with your financial institution and the funds were returned to your accountThis indicates that the payment was not madeWhen we spoke on February 7, 2017, I advised again that the documentation you provided did not show the payment was made and therefore the $balance remains dueMs***, since we have not received the appropriate documents as requested, we consider this matter closed and will not be responding furtherIf you have further questions unrelated to this matter, I will be happy to assist you.Sincerely,*** * ***Associate Customer Care SpecialistCustomer Care UnitPhone: *** Fax: ***