GENTERA

This is in response Complaint # *** was filed on 3/29/by *** ***The complaint was received 3/29/by the Presidential Service TeamI appreciate the opportunity to respond.I have reviewed the billing for the policy *** through CBSA final payment on the Policy
Period 08/22/thru 08/22/was never receivedThis caused a transfer of $to be applied to the renewal on 08/22/17.No payments were received for the term 08/22/to cancel date 03/09/So the previous policy amount $and the coverage for the renewal is $The total outstanding due on the policy is $554.67.I hope this clarifies the outstanding balance and how the balance was calculatedYou may contact the customer service department at *** to make that payment

RE: Personal Automobile Policy: *** LM General Insurance Company/ NAIC: *** Dear Mr***,This is in response to your additional correspondence to the Revdex.com regarding your auto policyI appreciate the opportunity to respond further.The letter I provided is the legal cancellation notice for when a policy is going to cancel for non-payment of premiumIt provides a specific date in which coverage will terminate and specifies the reason for cancellationThe fact that it also provides you a way to prevent cancellation is done as a courtesy. We do not send correspondence by certified mail, we are only obligated to verify that the notice was mailedI provided you that documentationThe notice you received clearly states that it is the cancellation notice, and outlines the terms of the cancellationNo further documentation was warrantedWe do not notify our agents of every change involving a policyWhile they are free to review policies themselves, I cannot guarantee they will be aware of every policy that cancels for non-payment of premium.Regarding refund of premium, we issued you a refund for the overpayment on February 15, 2017, which you cashed on or around May 23, No further refund is warranted.Mr***, if you have further questions or concerns, please feel free to contact me directlyI will be happy to assist you.Sincerely,*** ***Customer Care SpecialistCustomer Care UnitPhone: *** *** ***

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 find it amazing! The records I called and asked for on July 7th, and was told over and over did not exist suddenly appearThe fact it takes this complaint to rectify a simply customer service request is Sad! Your phone system indicates that calls may be recorded for training purposesI mention it because I think the record should show the Truth of what was said, and agreed to. I strongly contend you have greatly misrepresented the factsYour response outlined in previous communications does not even reflect the number of communications between us in the many phone calls and attempts to honor our end of the agreementYou have falsely misquoted meI find the fact you asked me to sign such a statement a disparagement on my nameWhich is exactly why I have asked for this to be discussed with an outside party. If you are now agreeing to bring forth documents, it cements the facts to my point, that your pattern of behavior shows a misrepresentation of the factsPhone records will show I was told on the 8th of July records where not available at all to anyone even them. I have asked from the first moment we noticed an issue for help to make it right, you have refused me. My first call I asked to make a payment over the phone, I was told no! Not what you stated above at all.Simply - I want pay my monthly bill and have my vehicles covered without my name represented in the manner you have responded.We are good customers, customers that your company wastes to much money trying to keep with jingles instead of customer service and compassion
Regards,
*** ***

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 # ***.
I have paid in full what is owed to Liberty Mutual, even though I believe Liberty Mutual owed me moneyI only paid this to not get sent to collectionsMy review still stands trueI find it convenient that Liberty Mutual no longer carries the recordingNo further correspondence is needed.
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 # ***
All of the representatives I spoke with were able to see that we called to remove *** from this policy and to purchase separate insurance for itThey all have confirmed it and were surprised that the representative failed to do what he was supposed to doTherefore, it was a mistake on the company's part and I would like to hear an apologyIt took me hours to get this issue resolved, because nobody gave me any clear explanation about the refund and I am glad I was so persistent to find the removed discountAll in all, Liberty Mutual seems to be very nonchalant about the whole thing, so right now they are very far from providing the exception service Ms*** promised.
Regards,
*** ***

Liberty Life 's position remains as outlined in our prior detailed response to the Revdex.com. The team member was advised to contact *** ***, manager, with any additional questions regarding her claim

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.
[They have my divorce decree under my home owners policy from those changes in My ex husband called and gave necessary permission then to be removed from my policiesThe only open issue was the lien on the *** *** which has since been sold and removed from the policyThey have everything goes they needThe truck was added after the divorce and my husband was never listed as an owner of that vehicle.
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, this is not true. I paid for months because I pay monthly not yearly. Nobody said anything about the extra charge that was going to be on my account and there is no reason I have to be charged. I did call many times to find out what was going on and they always gave me the same thing, no answer or they didn't know. They took a payment every month on the or 17 and I do have my bank statement to show what I saidAfter days I cancelled my account. If you see their ads on TV they make everyone want to join their business. They charged me more and they did not give me any discount when I switched like what they said on TV. So they do own me money
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the businessThank you for cancelling my policy and hopefully refunding my funds (they have not been received yet, days later).The response is acceptable assuming my refund check has been cut and will be received in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolvedI will open a new compliant if the funds are not 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 belowRegards,
*** *** Liberty mutual is presently Lying and falsifying factsI did not call and institute any policy on a lasabreI was driving a Dodge AvengerAnd I had my own Liberty Mutual policyWhy would I call you and start another policy, when all I had to do was put the La saber on my present policyThey are lying and falsely slandering methey cannot have any recorded conversation or permission from me to place my name on that policyThey simply superimposed my name and information onto this delinquent policy because they saw that Mrs*** was not paying for 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,
*** ***

RE: Personal Automobile Policy: ***
LM-General Insurance Company/ NAIC: ***
Dear Mrs***,
This is in response to your August 24, correspondence to the Revdex.com regarding your previous automobile
policyIt was a pleasure speaking with you August 27, and I appreciate the opportunity to respond to your concerns
This policy initiated effective May 4, with an annual premium of $A $down payment was remitted at the policy inception and was credited to the policy May 6, adjusting the policy balance to $
You selected monthly Recurring Credit Card (RCC) as your preferred payment method (which includes a $billing fee); however, the initial $RCC payment processed June 16, was declinedYour balance was adjusted to $after the billing feeWe later changed your payment method to monthly Electronic Funds Transfer (EFT) effective July 16, at your requestA $payment was received July 18, adjusting the policy balance to $Nine additional EFT payments of $were scheduled for the remainder of the policy term
Three $EFT payments were received August 20, 2014, September 18, and October 20, adjusting the policy balance to $However, this policy was removed from EFT and placed on monthly direct bill (which also includes a $billing fee) October 22, at your request
An $bill issued to you November 17, due December 7, and a $past due bill issued to you December 16, due January 5, Two additional $bill fees adjusted your balance due to $An $payment was received December 17, reducing the policy balance to $249.25; however, the $payment received December 17, was later returned as unpaid by your financial institution December 19, increasing the policy balance back to $
After the December 17, payment of $payment was returned unpaid, a cancellation notice issued to you January 8, advising a payment of $was required to be paid prior to January 23, to prevent cancellation of this policyHowever, no payment was remitted and this policy cancelled effective January 23, for non-payment of premium
After cancellation, your policy balance was credited $for the unused portion of your policy term and balance due adjusted to $A $final bill issued to you January 29, due February 18, reflecting premium due for coverage provided through the January 23, cancellation dateNo payment was received and the $balance was referred to collections March 10,
Liberty Mutual Insurance uses a third party vendor, *** *** *** (***), to secure past due premium owed for cancelled policiesPolicyholders are referred to *** when their policy has cancelled and the balance is not paid within twenty-one days
As we discussed, I will be happy to amend the cancellation date upon receipt of a Declarations page indicating alternate coverage for the *** initiated prior to the January 23, cancellation dateThis documentation may be forwarded to the fax number listed belowThe balance due would be adjusted accordingly
If you are unable to provide the above documentation, the $balance will remain due for coverage provided
Mrs***, a 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: 888-*** Fax: 866-***
Enclosure

Dear Mr***,This is in response to your May 12, correspondence received through the Revdex.com regarding your automobile policyPlease accept my apology for your unfavorable experience. I regret any miscommunication that may have occurred regarding our procedure after a
policy has cancelled for non-payment of premiumI hope my response provides the clarity you are looking forOur records indicate you initially contacted us May 1, to remit a payment on your policy. However, this policy had previously cancelled for non-payment of premium earlier that morning at 12:a.mand was ineligible for reinstatementAt that time our representative advised you a new policy could be written with a down paymentHowever, our records reflect you were unable to wait to speak with a sales agentOur representative indicated that if you contacted us the same day we would write the new policy effective immediately. You next contacted us May 3, At that time the policy had been cancelled for two days and any new policy would include a lapse in coverageThe representative you spoke with confirmed there would be a lapse in coverage and indicated a 100% down payment was requiredWhile accurate information was provided regarding the lapse, in the state of New Jersey we do not require 100% down on a policy written within thirty days of a non-payment cancellationWe attempted to contact you by telephone later that same day to clear up this miscommunication and left a voice mail message confirming we do not require a 100% down paymentA supervisor also reached out to you on May 5, and left a voicemail message confirming that the new policy could be written and we would not require 100% down.In summary, we are unable to provide a new policy that would not include a lapse in coverage; however, if you have not already obtained active insurance you may contact me directly at *** *** between the hours of 12:p.mand 7:p.mMonday through Friday to review other options available.Mr***, I regret my response could not have been more favorable. I attached a billing history for your review. If you have additional questions or concerns please feel free to contact me directly and I will be happy to assist you.Sincerely,*** * ***Associate Customer Care SpecialistCustomer Care UnitPersonal Insurance Distributions OperationsTele: ***Fax: ***

Your claim was denied as we did not receive proof (medical records) of disability
We received your appeal request and medical records on June 1,
We referred your file for a clinical records review with a nurse case manager
Your case manager will contact you within hours to advise
you of the status of your claim

Dear Mrs***,This is in response to the April 19, correspondence to the Revdex.com. I have been asked to respond to your concerns and appreciate the opportunity.This policy was implemented on April 2, 2016, scheduled to be effective April 24, 2016. Your policy
documents automatically produce and issue to you at the policy inception. A signature is not required to bind the policy. The policy is implemented based on the contract issuedIn addition, a copy of your Declarations page will issue to any mortgagee listed on the policy since they have an insurable interest in the home. When you spoke with our service representative on April 4, to advise that you were staying with your current carrier, we cancelled the policy effective the inception date. So the policy never went into effect.Although we never billed your mortgagee, we received a $payment from them on April 12, 2016. Since your policy was cancelled, we issued an $refund check to you on April 14, 2016. Please allow approximately two weeks for receiptMrs***, we regret the inconvenience this matter has caused. If you have any further questions or concerns, please contact me directly. I will be happy to assist you.Sincerely*** * ***Associate Customer Care SpecialistCustomer Care UnitPersonal Insurance Distribution OperationsPhone: *** Fax: ***

[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is acceptable to me. I would like to make some final comments. Their business manager's introduction of *** regulations into the complaint process and her quote of the exorbitant price I would pay certainly served to intimidate meI do know that Ace servicemen do not enter the "tank" but rather the solid cement cylinder where the clarifier is located, and they have done this before so this must be new regulation. Barring an earthquake, I find it difficult to imagine, as the office manager suggests, that the earth would move and the cement structure collapse. However, I cannot speak to the *** regulations, but only wonder what type of "retrieval equipment" would justify a $equipment charge just to have it at the site. And this charge is in addition to the $hourly rate!The underlying issues of Ace Sanitation's business practices, ethics, integrity, and lack of regard for their customer remain.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 fileShould 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 # ***
My complaint: I told my agent prior to signing any documents that I require a hard copy of all documents. Oct15, 2015, I was told that I electronically signed my policy (on April 2017). Oct16, I was sent a hard copy of the Declaration Document along with a cover sheet and a form for additional insurance coverage. That Hard Copy document states that schedule and schedule damages are $2000. Wind and Hail $2000. THAT IS THE ONLY DOCUMENTS sent to me by Liberty Mutual, and the only documents that I had access. Liberty Mutual has failed to provide me with a copy of my home owners policy for 2015-and 2016-until (April 2017). Receiving those documents was my first chance to see the complete policy. After numerous calls to my agent (April 2017) she told me that Liberty Mutual automatically adds the clause to the policy after the roof is years old. I said that when we discussed purchasing the policy, I stated: If I have a claim, I do not want cash out of pocket to exceed by $deductibleI was told that it wouldn't exceed $2000. Because the Declaration Document that was sent out as a hard copy on Oct16, 2015, and the only document that I had access. That document supersedes the Declaration document that was part of the policy package from Oct15, 2015. Liberty Mutual failed to provide their customer with proper documents 2015-and 2016-2017, and that is a critical error/mistake. No customer service. No follto check with customer to see if the customer had access to his home owners policy, or if the customer could access his home owners policy. The only document that I had access, and the only document that I had a hard copy, Liberty Mutual can't just throw out my Declaration Document dated Oct16, 2015. That was the only document that they provided. Therefore, that document becomes the deciding factor regarding my out of pocket expenses for my roof damage. Liberty Mutual with no follow-up, no customer service, these mistakes could have been avoided Please remember, I still do not have access on the internet to my Home Owners Policy as of yesterday 4/20/2017. Liberty Mutual had to send me a copy of the adjusters report that I was told I could access on the internet.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy my issues and/or concerns in reference to complaint #*** however I have no choice but to accept it I will be cancelling my insurance with Liberty Mutual as soon as physically possible
Regards,
*** ***