GENTERA

RE: Personal Automobile Policy: AOS-288-100469-
LM-*** *** ***/ NAIC: ***
Dear Ms***,
This is in response to your July 6, correspondence to the Revdex.com regarding the cancellation of your automobile
policyI appreciate the opportunity to respond to your concerns
On behalf of Liberty Mutual Insurance, please accept my apology for the delay in cancellation of your automobile policyI regret the inconvenience and frustration this matter has caused
This policy initiated effective November 22, You selected monthly Electronic Funds Transfer (EFT) as your preferred payment method
You contacted our customer service department June 1, and requested cancellation of this policy effective June 1, A notification was issued to your sales agent to contact you
Prior to processing the cancellation, our agents will reach out to our customers as a courtesy to discuss the cancellation and ensure their insurance needs are met with their new insurance coverageHowever, I regret we did not follow throughAs a result your policy remained active and the $EFT payment was processed June 22,
After you notified us of your concern June 24, 2015, the cancellation was processed retroactive to June 1, and a $refund issued directly to your bank account July 6,
In addition, two checks for $and $were issued to you June 26, and July 7, for reimbursement of bank fees you incurred as a result of the unanticipated EFT withdrawal
Ms***, we regret your decision to cancel this policy and are sorry to have lost you as a customerA billing history is enclosed for your reviewIf 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: *** *** ***
Enclosure

[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,
*** ***

Dear Mr***, This is in response to your December 13, correspondence to the Revdex.comI appreciate the opportunity to respond and hope to provide the clarity you are looking for.Our sales representatives may follow up with prospective customers after an online quote is
initiated to see if they may assist further with completing the quotesI regret that you were unable to unsubscribe to the emailsHowever, after receiving your correspondence, I removed your name, address, phone number and email from our contact listIn the unlikely event any promotional mailings were pre-scheduled prior to today, there may be a final communication from us in the next 6-weeksWe regret any inconvenience this matter has caused.Mr***, I appreciate you thinking of us for your insurance needs and wish you the best in your future endeavors.Sincerely,*** * *** Associate Customer Care SpecialistCustomer Care UnitPhone: *** Fax: ***

I did receive a declaration page stating the amount of my annual premium $However it did NOT AT ALL mention anything about the rate being higher and that the Multi-Policy discount was taken awayIt did NOT mention there was an ERRORIt was up to me as the customer to notice the change and up to me to inquire about the changeIf I didn’t pay close attention to detail, I probably would have paid the higher rateThis business practice is deception and fraudThe proper business etiquette would have been a direct call to my phone to properly inform me of the errorThis did NOT happenLiberty Mutual was probably betting that I didn’t catch the deceptionI’m also aware that in the car insurance industry that there is a very specific margin that ALL can insurance companies work off ofI find it highly suspicious that I went to another well-known carrier to get a very similar quote of $for the exact coverage line by lineAnd yes that quote is with-out getting a Multi-Policy discountWith that being said, I do NOT accept an apology from Liberty MutualThat apology is merely back tracking and covering the mistake of being exposed with this highly immoral and unethical bait/switch business practice of deception and fraud

Please let this correspondence serve as acknowledgement of your letter dated June 6, 2016, and to also serve as a formal response to your request The majority of the complainant’s dissatisfaction is with *** *** who Mr*** states is a Liberty Mutual employeeIn fact, Ms
*** is not an employee of Liberty Mutual and is employed with *** ***. As such, Liberty Mutual cannot answer any allegations against Ms***Liberty Mutual is the automobile insurance carrier for *** *** *** and is handling the claim presented by Mr***Below is a timeline for your review: The loss occurred on 12/4/and is reported to liberty Mutual on 12/5/Messages are left with the complainant on 12/7, 12/8, 12/12/22/the claimant leave a voice mail for the liberty Mutual adjuster *** ***12/22/at approximately 3:PM *** speaks with Ms*** and advises that liability had not yet been determined01/12/*** exchanges e-mails with the claimant advising that the liability determination is pending further investigation01/21/2016, Mr*** advises that he is making a claim through his insurance carrier The state of AZ, is a pure comparative negligence state. Liberty Mutual has determined liability of 70% against their insured, ***To date, Liberty Mutual is not in receipt of subrogation papers from Mr***’s carrierOnce received, settlement negotiations will begin Mr***’s complaint is also Liberty Mutual’s first notice of any injuryThe complainant’s girlfriend will be contacted shortly concerning the alleged injury

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 # ***
[No response was ever received from Liberty Mutual Insurance or from NY InsuranceNo one did contact me, no email/phone call/letter in the mail was received.]
Regards,
*** ***

RE: Personal Automobile Policy: *** LM General Insurance Company NAIC: *** Dear Ms***, This is in response to your April 12, correspondence to the Revdex.comSince I respond to our customers on behalf of
our corporate office and executives, I have been asked to respond to your concerns and I appreciate the opportunityPlease accept my apology the process did not go smoothly for you when attempting to apply the Accident Prevent Course (APC) discountIt is our intent that all documents that are received in any of our offices be afforded the appropriate attention and handled accordinglyI regret this is not consistent with what you describedLiberty Mutual Insurance offers an APC discount in accordance with the Point & Insurance Reduction Program (PIRP) in the state of New YorkIn order for us to apply the discount to the policy, we require that we receive a copy of the completion certificate for the courseAs long as a copy of the certificate is legible, we do accept email and facsimile copies of the certificate in addition to the option to mail it to usWhile we regret that the certificate has not been received, we are unable to provide the discount without receiving a copy of the certificateOur records reflect we spoke with the course provider on April 12, and they agreed to mail us a copy of the certificateUpon receipt of the certificate, we are happy to apply the discount and adjust the premium accordingly In regard to your request for a complete refund, we do not desire to see a valued customer leave Liberty MutualHowever, upon cancellation of the policy, a pro-rata refund for any unearned premium collected will be issued to youAt this point, your policy remains active and no refund is warrantedMs***, we regret your experience has not met your expectationsWe hope that you choose to remain with Liberty Mutual going forward and will strive to provide you with the excellent customer service you deserveIf you have any further questions, please feel free to contact me directlyI will be happy to assist youSincerely, *** ***Associate Customer Care Specialist Customer Care Unit ** *** *** *** ** *** *** *** *** *** ***

RE:Complainant’s
Name: *** ***Policy Number: ***Claim Number (if relevant): ***Policyholder Name: *** *** LlcFull Underwriting Company Name: Liberty Insurance CorporationNAIC #: ***Revdex.com Complaint Number: ***Dear Ms***:Thank you for your correspondence submitted electronically to the Revdex.com dated January 29, 2016.As discussed this date, payment has been issued in satisfaction of *** ***’s subrogation demand, dated October 19, Payment was issued on January 27, 2016, made payable to Damage Recovery Unit, mailed to *** *** *** ** *** *** *** *** ** *** in the amount of $The check number for this payment is ***.As you may be aware, this amount was slightly less than the requested amountThe difference of $reflects an adjustment in what was considered reasonable labor ratesThis difference was agreed and accepted by *** ***, as evidenced below in an Email chain between the Liberty Mutual Claim’s Representative, *** *** and *** ***, *** *** Recovery Specialist:From: ***, *** * *** Sent: Saturday, December 19, 10:AM To: ***, *** Subject: CLM#***/ *** #***, I received the offer letter from *** for this claim It requested to send support for the taxes paid. I have attached the original offer letter and supporting documents for the taxes paidI will accept the reduction in Body Labor for $45.60. Please consider a revised offer to submit payment for $3493.77.Thank you *** *** Recovery Specialist Damage Recovery Unit *** office ***direct *** fax *** *** *** *** ** *** *** *** *** ** *** Payment Website: *** Payment Line *** If you have any feedback regarding the handling of this claim please send an email to: *** As of the filing of this response, Liberty Mutual has received no further inquiry or request for additional compensation related to this claim, and for this reason, believe the claim for *** *** has concluded.At your request today verbally, I have also requested a copy of the check and will submit to you.If you have any further questions concerning this accident, please do not hesitate to contact meMy work hours are between 8:AM and 4:PM, Monday through FridayRespectfully, *** *** Claims Team ManagerCommercial Auto Centralized ServicesLiberty Mutual InsuranceDirect Dial: *** ***

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 called in today with a unique complaintI have had other unrelated complaints in the past, but this one is truly unique and should be filed as such by the Revdex.comIt is a complaint against the handling of services on today's customer service phone call relating to my automobile insuranceMy complaint this time, for the first time ever is again *** *** hanging up on me todayThe issue remains unresolvedI requested a callback and email response, she is refusingThis happened just a little while agoI called from phone: ***Please I am requesting her supervisor and/or supervisors to callback to discuss the policyI think she may have just now made unique changes that require explanation and are inaccurateI want to discuss this and she refusesI need someone to call me to discuss and disclose my new policy detailsAgain, to be clear, this is a unique complaint, separate from the rest and should be treated as suchThank youThe issue remains unresolvedI requested a callback and email response, she is refusingThis happened just a little while agoI called from phone: ***Please I am requesting her supervisor and/or supervisors to callback to discuss the policyI think she may have just now made unique changes that require explanation and are inaccurateI want to discuss this and she refusesI need someone to call me to discuss and disclose my new policy detailsAgain, to be clear, this is a unique complaint, separate from the rest and should be treated as suchThank you
Regards,
*** ***

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,*** ***

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 am very amused by your patronizing disingenuous placation attempt Save it Just stop sending me bills *** has faxed the document once again and I have attached the proof to this response as well so the Revdex.com can see how long this has been going on
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 # ***
Regards,
*** ***

RE: Personal Automobile Policy: *** Liberty Mutual Insurance Company/NAIC: *** Dear Ms***,This is in response to your April 30,
correspondence to the Revdex.com regarding your automobile policyI appreciate the opportunity to reply and regret the frustration this has caused.This policy was initiated effective February 1, and renewed on February 1, with an annual premium of $2,After receiving the required documentation from your new carrier, the policy was cancelled at your request effective January 15, to correspond with the effective date of your new policy. At the policy inception, you chose payroll deduction as your payment method. Payroll deductions were taken consistently throughout most of the policy; however, the final payment received from payroll posted on November 21, Attached are the billing histories for the policy year and the renewal for your review.After cancellation, a $bill issued to your ** *** *** *** *** address on March 8, due March 28, This amount reflects the premium owed through the January 15, cancellation date. When payment was not received, a balance due reminder was issued by mail and email on March 29, 2017. As we did not receive your final payment within days of its due date, we forwarded the balance to a third-party collections vendor, *** *** ***, on April 17, 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.Regarding your concern around the addresses on the policy, we reflect the ** *** *** *** *** as the residential and mailing address since December 4, 2012.Ms***, we are sorry to have lost you as a customerPlease review the billing histories attached which best explains the premium due. If you have further questions, please contact me directly. I will be happy to assist you.Sincerely,*** ***Associate Customer Care SpecialistCustomer Care Unit** *** ** ***

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.
How ever it should have never took that long to resolve it.
Regards,
*** ***

Dear Mr***, This is in response to your additional correspondence to the Revdex.comI regret you continue to have concerns and I appreciate the opportunity to further respond. Policy records reflect that you contacted us February 20, to advise that the Buick LeSabre recently added to your Alabama policy would be registered in the state of Florida insteadTherefore, we removed the vehicle from the Alabama policy and you were transferred to our relocation departmentA Florida policy was written for this vehicle. As I mentioned in my previous response, if you can provide documentation that the Buick LeSabre’s registration did not include your name, I can have the policy amendedWithout this information I am unable to make any changesAs I previously indicated, a bill of sale does not prove registration and in the state of Florida the named insured on a policy must match the registration. Mr***, we appreciate the time you allowed us to insure your vehiclesHowever, please understand you have not provided any new information that would cause us to reconsider our positionWe consider this matter closed unless we receive the required documentation Sincerely, *** * ***Associate Customer Care SpecialistCustomer Care UnitTele: ***Fax: ***

Ace Sanitation Service has been in business for over years and I have had the opportunity to head this company for years I value all of our customers and try to provide our services at reasonable prices Its true that this customer has called on Ace to provide service for her
septic system for over years Over the last few years this customer thinks she should be given special lower pricing and for what ever reason I can't explain We normally do not quote our service prices unless the customer wants to know She generally doesn't asked for pricing Because I did not discount this last service call invoice she turned against Ace By the way, she was given time to pay but hasn't paid yet. *** ***, ownerAce Sanitation Service, LLcCleves, OH

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,
*** ***

Liberty Insurance Corporation NAIC *** Thank you for sending your inquiry regarding the above referenced policyThis confirms that the policy will be
cancelled effective February 26, The following addresses the concerns regarding this decisionA recent inspection of the property noted concerns with the lack of ongoing preventative maintenance that could lead to future losses and which does not meet our underwriting guidelines. Specifically, the following items were noted: roof has wear and deterioration including granular loss and less than five years life expectancy remaining; increased hazard due to lack of protective handrail/railing on rear porch/deckThese were the only two issues identified during the inspection. The reference to “15” was the year the policy was first placed with us. We apologize for the confusion. Due to the condition of the property, we are not willing to continue coverage even if you attempt to remedy these conditionsI hope this information provides clarity regarding our decisionSincerely, *** *** Senior Compliance Analyst

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.
[My daughter isn't a primary driver she burrowed the car I will sent the documents with the attachmentMy daughter doesn't reside with me for one and why would safeco change my address a year and a few months after the accident just to see their own mistake and put it back a month later? Just to charge me for their own error?
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,
*** ***