GENTERA

January 6, To:Ms*** ***, Revdex.com Southern Ohio From:Lynda M***, Business Manager, Ace Sanitation Service, LLCRe:*** *** *** *** ***
Ms***, On January 6, 2017, our office received a letter from you concerning the state of the septic system located at the above addressIt was reported to me that you received a concern about a service dispute concerning this location.I have reviewed our records; spoke with the Service Technicians involved, and found the following: I do not dispute any of Ms.***’s statement of facts. Our technicians entered her property without proper introduction This vehicle fails to have current technology of tracking to verify its location and time on job The “need of a ladder” is a non-issue Entry into a tank is an *** regulated task, as such, we at Ace do perform this type work with proper equipment, our standard price for such work is our hourly rate plus $for safety equipment ANY added cost to a customer should have been explained prior to service being performed. Safety violations have been discussed with the technicians involvedImagine the catastrophe if upon entry any movement would have caused a collapse without proper retrieval equipment on siteIn conclusion, I ask the homeowner to pay for the material involved, ***, of $plus tax $2.73, a total of $as per the signed Service Agreement.I hope this will bring this dispute to a satisfactory conclusion.If you have any questions, feel free to contact me at our office, phone number ###-###-####Sincerely,Lynda M***Business Manager, Ace Sanitation Services LLC

Dear Mr*** This is in response to your correspondence received through the Revdex.com on September 15, regarding your automobile policyI appreciate the opportunity to respond Our records indicate that you contacted us February 20, and we initiated this
policy at your request effective February 21, You advised us the Buick would be registered in your name along with your daughter’s name and we therefore listed you both as named insuredWe did not speak with your daughterThe request for insurance was received from you We did not bill you in Alabama as you referencedInstead, we billed the Pensacola, Florida address you providedBills issued March 21, 2016, May 10, and June 10, 2016; however, no payments were receivedWe received a telephone call from your daughter on July 1, We provided her with the current amount due and she advised that she would call back on July 5, to make paymentNo further communication was received from her and this policy cancelled for non-payment of premium effective July 19, A final $bill issued July 26, due August 15, 2016. On July 27, you contacted us by telephone to inquire about a policy reinstatement. You were advised there was $balance due after cancellation but before our representative could discuss options with you the line was disconnected. In the state of Florida, the named insured on a policy must match the registrationWhile this policy was active, we were never were advised any changes were needed to the named insuredHowever, you subsequently contacted us July 28, and August 17, 2016, to state that your name should not be listed on the policyWe therefore requested a copy of the registration supporting that your daughter is the sole registered owner Instead we received a copy of the bill of saleThe bill of sale only indicates who purchased the vehicle, the registered owners may be different than the bill of saleIn order to remove your name from the policy we still need a copy of the registration Without proof of registration we are unable to make any changesPlease feel free to submit this information directly to me by fax at (*** *** or you can email it to me at ***I will review your request further once the required document is received In the meantime, since the final bill remained unpaid, it was referred to collections on September 9, Liberty Mutual uses a third party vendor, Credit Collection Services (C.C.S.) to secure past due premium owed for cancelled policiesThe $balance remains due Mr*** if you have additional questions or concerns please also contact me directly, I will be happy to assist Sincerely, *** * *** Associate Customer Care Specialist Customer Care Unit Tele: ###-###-#### Fax: ###-###-####

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. I disagree with their client's conflicting statement and will continue to pursue this matter through my insurance with the evidence I have substantiating my account of what occurredBased on my dealings with *** *** it has become abundantly clear that their client's dishonesty, both to me and to Liberty Mutual, is the root of the communication issues I experiencedI accept and acknowledged *** *** did all she could to handle this situation quickly and fairly, and I understand her obligation is to her clientI withdraw my complaint, as I now believe Liberty Mutual and *** *** personally did their job to the best of their abilityI believe their client is entirely at fault for all issues I've experienced
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 do understand that it is external investigation but when liberty very well knows that I have not cashed this check since they never mailed it to me, why not refund me and liberty wait for the bank to give them their refund Why am I having to be the one who has to wait for the refund for the mistake liberty made In which world does this make sense I bet if I would have told liberty I mailed my premium and if you have not received it now wait 6-months for external investigation but in the meanwhile I have to be covered for my insurance liberty would have kindly waited, nonsense My problem is liberty should put a procedure in place to fix their mistake immediately, not ask customer to wait And I have to pay my escrow and the bank is not waiting, what am I to do in the meanwhile Very very poor customer service from the first representative I talked to the CEO Mr*** who has hired the worst representative Very sad to have done business with liberty
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. No resolution has been made or attempted by the customer care team of Liberty Mutual. I have been in correspondence with *** *** who, as a manager, has not offered any resolution to:1. Bait and switch via online quoting system2. Less than diligent service provided by a "licensed" telephone agent, whom wrote up the policy on 6/27/Consequential time and financial damage due to unnecessarily changing carriers--due to the good faith placed on Liberty Mutual and their premium amounts.4. Blaming the customer for improper actions by Liberty Mutual, done by *** ***.I have not telephoned with *** yet due to her not offering a resolution, or response to my request for resolution. She has only mentioned different discount angles that other telephone agents have attempted and advised wouldn't apply. I have emailed her and yet to receive a response as of 7/16/2015.*** has mentioned the multi policy discount via the online quoting system. No where does the online quoting system specifically request for a "primary residence" when prompted for the multi policy discount application; this is just another reason for the bait and switch mechanism online, as *** has explained after the fact it must be a "primary residence" to qualify. I have fell victim.?
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.
The bottom line is I am out $because Liberty told me I would receive a discount from them if my daughter took driver's training It is not my fault they lied to me They owe me the money or the discount.Do I have to hire an attorney and file a lawsuit?Regards,
*** ***

RE: Personal Automobile Policy: ***
Tenant Policy: H42-218-170583-
Liberty Mutual Insurance Company/ NAIC: ***
Dear Mr***,
This is in response to your July 9, correspondence
to the Revdex.com regarding your policiesSince we are committed to providing quality customer service, I appreciate this opportunity to address your concerns
At Liberty Mutual Insurance, we are very serious about our obligation to offer our policyholders a competitive premium while remaining financially secureMaintaining this balance means we must periodically review our rates and make necessary adjustmentsSome of the factors that impact overall rates include the increasing costs of repairs, medical expenses, the frequency and severity of claims and our collective loss experience in the state of ***
These policies initiated effective January 10, 2008, subsequently renewing each year, most recently January 10, You selected monthly Electronic Funds Transfer (EFT) as your preferred payment method which includes twelve monthly payments
However, you contacted our customer service department June 1, and requested removal from the EFT billing methodWe therefore placed your policies on monthly direct bill at your requestWith this payment method you experienced an increase in the monthly payment amountsThis increase was due to a decrease in the number of billing cycles available prior to the expiration of their policy since we must allow for mailing time in addition to a billing feeInstead of eight remaining EFT payments there were only six bills scheduled for the remainder of the policy termsThe annual premium remained the same
Although these policies were removed from the EFT billing method, I regret our representative missed the opportunity to also review that you still had a pending scheduled payment for the tenant policyYou previously contacted our customer service department May 30, and scheduled a $payment to be processed June 9, Therefore, this payment processed as scheduled; however, was later returned as unpaidLiberty Mutual issued a $reimbursement check to you July 2, due to the bank fees you incurred as a result of the $unanticipated withdrawal
These policies were cancelled effective July 13, at your requestAfter cancellation, a $bill for the automobile policy issued to you July 3, due July 23, reflecting premium due for coverage provided through the July 13, cancellation date according to the short rate provision applicable to this policyA $bill for the tenant policy issued to you July 2, due July 22, also reflecting premium due for coverage provided through the July 13, cancellation date; however, the short rate provision is not applicable to the tenant policyBilling histories are enclosed for your review
At the policy inception, you were issued a new business packet on December 6, which included the short rate provision applicable to your automobile policy:
If the policy is cancelled by you or by law, you will get a refund which is less than proportional to the time involvedIt will be based instead on a short rate table which compensates us for our expenses in servicing your policy
Mr***, we regret your decision to cancel these policies and are sorry to have lost you as a customerIf you have further questions or concerns, please contact me directly and I will be happy to assist you
Sincerely,
*** ***
Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Phone: 888-7*** Fax: 866-***
Enclosures

While we understand that the consumer disagrees with our position on this matter, they have not provided any additional/new information in their rebuttal. At this time our position remains the same and we would ask that you close this file Should the consumer submit new information regarding this dispute, we will be happy to review and respondThank You, *** ***

Dear Ms***, This is in response to your additional correspondence received through the Revdex.com on July 14, regarding your automobile policy. I am truly sorry you continue to have unresolved concerns. I also regret the previous correspondence was misaddressed. Thank you for taking the time to speak with me July 19, 2016. After further review of your policy, I determined that *** *** *** qualified for additional discounts that were not factored into the premium prior to the cancellation of your original policy. As a result, I adjusted your policy to include the Good Student, Driver Training and Parent-Teen Driving discounts retroactive to May 10, 2016. This was the date *** was added to the policy following your conversation with our partner, Quality Planning (QPC)The annual premium was adjusted from $5,to $3,My review also determined it would have been better to leave your original policy in place until you decided to end coverage with us on June 30, since the premium is lower after the amendmentsI therefore adjusted the cancellation date of the original policy to June 30, and cancelled the new policy retroactive to the June 21, start date. After these adjustments, a $refund will issue directly to your bank account. Please allow approximately ten days for receipt. You may disregard the $bill issued July 5, 2016. Ms***, we thank you for the time you allowed us to insure your automobiles and I hope all your concerns have now been addressed. Please feel free to contact me directly if you have any further questions. I will be happy to assist you. Sincerely,
*** * ***Associate Customer Care SpecialistCustomer Care UnitPersonal Insurance Distributions OperationsTele: ###-###-####Fax: ###-###-####

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:
The action and response submitted by the business satisfies 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. Thank you very much for your invaluable assistance in resolving my issue with the business
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.
Thank you for your responsePlease understand I'm female, it is Ms *** ***, clearly you did not read the notes in the file regarding my complaintYes, my policy does go back to My son *** should have been added to the policy not long after he had gotten his license at end of NovemberJust prior to that we added an additional vehicle (the mustang) in anticipation of him being added as discussed, I did speak with your office after he had gotten his licenseI called and spoke with a woman to discuss the policy options for younger drivers and explained that initially he was going to be an "occasional" driverI told her that he would only be allowed to drive once maybe twice a week to school and backYour agent explained that was fine, that until he became a full time driver, he would be on the policy as an occasional driverWe discussed the hands on behind the wheel driving classes that he had taken, as well as the online required classes(he actually took additional than required) I provided all requested information and at that timethere was no reason for me to believe anything differentIn May I was contacted by your the outside company, saying they were missing informationI called to confirm who this company was, then provided a DL# number *** since they indicated it was missingI called shortly after that to discuss the policy again and the company who contacted me and what was provided to themI was told no changes which have any impact on my policyAfter the missing information was received someone updated or made changes to the policy which impacted it greatlyMy payment went from $to $pulled directly out of my accountI was not aware any email had been sentMy complaint is there was NO ATTEMPT made to pick up the phone and call me, the policy holder, to discuss any changes which impacted my policy and account in the amount of $higherSo who made these changes? That same someone should have picked up the phone and called meI called you several timesI SHOULD have gotten a courtesy call!!! Not just an email, not in this situationThat is just good customer serviceI pay you to check these things and keep me in the loopI trusted all was fine, I have been honest and forthcoming from the get goIf I got incorrect information that pull the telephone calls, check notes! I expected a bit of common courtesy from your company when a change affects the policy (by $addl dollars a month)There was no attempt made to resolve this on the many calls I made to your office before I cancelled my policyJust told "there is nothing we can do" it's already come outWhen I was transferred to another agent he attempted to reduce/re-write the policy and apparently cancelled a prior oneI explained my frustrations, said this could have been resolved with just a callOne of the agents through it back on my saying..you do not received paper, or we would have called your are on email for your policy and we don't callI said that's fine when they are minor changes this was not minorAfter the fact your office made several attempts to modify my policies and reduce them back down to a manageable amountI was already very frustrated and upset, the fact that you were willing to reduce my policy after the fact, but a simple call was not something you considered importantThis would have saved me $had you called, maybe my policy would have still gone up a bitBut I would have been aware and preparedI was never transferred to a Supervisor/Leader to assist in resolving this issueI was never contacted by my own agent, I was just told it was my fault!! This has wasted a great deal of my timeduring work hoursI'm a single Mother with two teens and take care of a disabled adultA call would have likely changed this entire outcomeI feel, I should be refunded the $in the very least which was taken from my accountEspecially, since you were willing to reduce my policy so easily due to my great credit, time with your company and driving record*** was willing to provide me rates below yours with my son includedAs I thought you had doneThis was your error, not mine. My apologies, in response to my complaint the Liberty Mutual Group indicated they sent notification via email to me about the change in withdraw to my accountAs I am the policy holderHowever, they did not notify meI believe they sent it to the incorrect emailIn fact not sure why they have the email they do on fileI provided my email to them on many occasionsUnfortunately, this was not indicated in my response How can I provide this information to Liberty ?
Regards,
*** ***

RE: Personal Automobile Policy: *** LM General Insurance Company/NAIC: ***Dear Ms***,This is in response to your November 30, letter to the Revdex.com regarding your automobile policyWhile I regret you
had an unfavorable experience, please understand insurance coverage cannot be provided if no payments are remitted.To provide a little background, this policy renewed on February 4, A $bill issued to you on January 5, due January 25, On February 5, a second bill of $1,381.40, which included an unpaid balance of $from the previous year, issued to you due February 25, When payment was not received, a cancellation notice issued to you February 29, requiring payment of $1,prior to March 15, to prevent cancellation. On March 14, 2016, you contacted us asking if a partial payment would be accepted with intent to pay the remaining balance in two weeks’ timeYou were advised that to prevent cancellation the full amount had to be paidWhen payment was not received, this policy was cancelled retroactively to the renewal date of February 4, as the renewal term was considered not acceptedAs outlined by the provisions issued to you at the inception of this policy:If we offer to renew or continue and you or your representative do not accept, this policy will automatically terminate at the end of the current policy periodFailure to pay the required renewal or continuation premium when due shall mean that you have not accepted our offer.Since there was a balance due from the previous term, the final $bill after cancellation, reflecting the $balance from the prior year-including a $billing fee, issued to you March 22, due April 11, Although you state you were unaware of the cancellation date, this bill outlined: “Your policy cancelled effective 02/04/2016.” Additionally, a follow up letter issued to you April 13, again confirming the cancellation dateFor your reference, I attached a copy of these documentsAs we did not receive your final payment within days of its 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 policiesFor your review, I issued policy statements to you by mail under separate cover.In summary, the last valid payment received was on October 5, The policy was appropriately cancelled as of the February 4, renewal date and the $balance from the prior year remains due.Ms***, thank you for reaching outIf you have any further questions or concerns, please contact me directly. I will be happy to assist you.Sincerely,*** ***Associate Customer Care SpecialistCustomer Care Unitphone: *** *** *** Enclosure

Dear Mr***,This is in response to your November 10, correspondence to the Revdex.comI am truly sorry we have lost you as a customer, but am happy to answer your questions in the hopes of providing you with the clarity you are looking for regarding the previous balance
due.First, I would like to provide a little backgroundYour auto policy was created on September 1, and renewed on September 1, $was your annual price for the renewal policy, which we initially cancelled effective October 21, for non-payment of premiumUpon receipt of the 2A form indicating you obtained alternate coverage, the cancellation date was amended to October 8, 2016.After the initial cancellation, a $bill issued October 27, due November 16, This amount reflected the premium owed from the September 1, renewal date through the October 21, cancellation date (including a $cancellation notice fee)However, when the cancellation date was amended to October 8, 2016, the balance due adjusted to $based on the short-rate provisions applicable to this policy. At the policy inception, you were issued a new business packet stipulating the applicable cancellation provisions which states:If the policy is cancelled by you or by law, you will get a refund which is less than proportional to the time involved. It will be based instead on a “short rate” table which compensates us for our expenses in servicing your policy.We spoke with you on November 10, to review the balance dueAlthough the premium remained due, we waived the $billing fee and the $cancellation notice feeThe $remaining premium balance was paid by you on November 10, 2016. The policy is paid in full. Mr***, thank you for contacting us with your billing questionsI regret any misunderstanding of the short-rate provision applicable to this policyIf you have further questions, please contact me directly. I will be happy to assist you.Sincerely, *** ***Associate Customer Care SpecialistCustomer Care Unit** ***
** ***

The short-term disability (“STD”) plan under which you claim coverage is a self-insured plan sponsored by your employer, USAA, for which Liberty Life Assurance Company of Boston (“Liberty Life”) provides administrative services only. The plan states:“Disability” or “Disabled” means that the
Participant, as a result of Injury or Illness, is unable to perform the Material and Substantial Duties of his or her Own Job.” We received notice of your STD claim on July 10, 2015.You submitted a claim with a disability commencing June 15, 2015.We notified you by our letter dated July 16, that we had requested medical records from your physician, Dr***, to determine your eligibility for STD benefits.We requested medical records from Dr*** on July 23, 2015.We requested medical records from *** *** *** on August 17, and asked that the records be returned by September 1, 2015To assist in clarifying your medial functionality and any associated restrictions and or limitations, we conducted a peer review with a physician Board Certified in psychiatry and neurologyThe peer review is summarized as:It is my medical opinion that the information provided does not support a finding of significant psychiatric impairment from 6/15/15-7/23/15, as symptoms that precluded the capacity to perform her usual life activities, including her work-related Activities have not been documented during this period.Your STD claim was denied September 3, on the basis that our review did not support that you were disabled as defined aboveOur September 3, denial letter explains the basis for this determination. In the September 3, denial letter, we fully advised you of your ERISA right to request a review of the denial determination and to submit any additional information in support of your claim.We received additional medical information summarized as:9-20-(Dr***) - *** ***’s absence from work during June and July was based on medical issues, not psychiatricShe was seen on *** *** *** on two occasions.*** *** Clinic notes are summarized as:6-16-2015: Headache for daysRTW June 18, 2015.6-19-2015: Migraines since 1999, has had headache for days nowRTW June 20, 2015.7-9-2015: Depression affected by menstrual cycleCar broke downTearfulReturn to work July 13, 2015.We received your September 30, request for reconsideration of the denial of your STD benefitsYour appeal has been assigned to *** ***Liberty Life will conduct an independent, full and fair review of your file.Any questions regarding your appeal may be directed to *** *** at 1-***, Extension ***

Dear Mr***,This is in response to your additional correspondence to the Revdex.comI appreciate the opportunity to respond further.While we are always happy to review your policy with you for any opportunities for savings, a re-evaluation requires your approval, as we retrieve consumer reporting information and need your permission to do so. When we determine premium, we look at multiple factors, not only your insurance scoreAs mentioned in our previous response, a re-evaluation quote is not always favorable. If the quote is favorable, we cancel the existing policy and implement a new policy based on the up-to-date rating informationI reviewed the prior years’ records as you requestedOur records reflect we completed a re-evaluation in which resulted in a higher premium quotedWe advised you on October 2, that the results were unfavorable and therefore this option was not pursued.Regarding your concern with ebilling, I regret if our previous explanation was misconstrued. You remitted payments online through your financial institution, not through your online account with us. I reviewed your prior payment history since for the auto policy referenced above along with your previous auto policy since the policy term and our online payment system was not used to remit payments. Our records reflect bills issued to you regarding the premium due for your more recent auto policy on September 30, 2015, October 30, and November 30, We received one payment in response to the first bill issued. However, after two months elapsed with no payment, the cancellation notice issued to you on December 23, and your policy subsequently cancelled effective January 12, 2016. The cancellation notice is mailed to you and the mail was logged with the post office. Although a recipient signature is not required, we receive confirmation from the post office the mail was sent. We appreciate your feedback on how you would have preferred a telephone call in addition to the notification we sent by mail. Our customers’ feedback is important to us and we are always looking for ways to improve our service in the futureMr***, it was not our intention to disappoint a valued customer. While we regret we were unable to offer the resolution you had hoped for, we are grateful for the time you allowed us to provide your insurance and wish you the best in your future endeavors.Sincerely,*** ***Customer Care Case ManagerCustomer Care Unitphone: *** 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 # ***
Your cancellation fees are hidden quite well and after being a customer for over years and doing as you had instructed me with regard to a rate reduction.....I am glad we have partedYour commercials are misleading to the publicI now understand why your ratings are so poor. Word travelsBy the way, your employee *** has a horrible way with your customers!
Regards,
*** ***

Dear Mr***, This is in response to your additional correspondence to the Revdex.com regarding your homeowner policy I regret to hear of your continued concern and appreciate the opportunity to respond. I wish that my previous response could have been more favorable; however, there was no rating error on your prior homeowner policy. The reduction in the rate following the renewal was entirely due to the rating factors we reviewed during the re-evaluation and which I indicated in my previous response. There is no correction warranted or additional refund due. Mr***, we are sorry to have lost you as a customer. If you have further questions or concerns, please contact me directly. I will be happy to assist you. Sincerely, *** * ***Associate Customer Care SpecialistCustomer Care UnitPersonal Insurance Distributions Operations

[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.]
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,
*** ***

We have reviewed you inquiry to the Revdex.comIssue 1: To date, we have not received a response from your financial institutionAs advised by Mr***, a response may take 90-daysPlease be advised that we will reissue this check, however, in the event we determine that
these funds were deposited in your account, we will expect full reimbursementIssue 2: Our records indicate that you notified Liberty Life by telephone on August 26, that you had been released to return to workWe received your November 25, letter in which you advised that you stopped workingOur records indicate that you were advised that we would review your claim for additional benefits under the successive disability provision if you ceased work within months from your return to work date. Benefits are not automatically reinstated when you cease work as the policy requires proof of continued disabilityMs*** advised you that she would evaluate your claim for additional LTD benefits and that this review would include a medical reviewMs*** advised you of the status of your claim by our letter dated December 1, We are currently conducting our review of your eligibility for benefits beyond November 25, Thank you for your inquiry, if you have any additional questions regarding your claim or service issues you may contact *** ***, Manager, at: ***