Initial Business Response / [redacted] (1000, 5, 2015/10/02) */ Dear Mr***; My name is [redacted] Administrative assistant at Hammer Insurance Services Inc., I would like to begin by apologizing for all the inconvenience caused and second to explain what my review has shown in this situation Our records indicate your first request of assistance was on 08/advising that your account was still being charged for your prior policy, on the same day our customer service department submitted cancellation of prior policy this resulted in the partial refund you received from Kemper InsOur Service department was able to get you credited for duplicate coverageWe note that full refund is not applicable since the old policy affords coverage(Comprehensive and Collision)extended to a Tahoe that the new policy does not include, if we had been contacted earlier in the year we would been able to help and stopped any further charges made from your prior carrierI acknowledge we could had prevented the problem at the beginning of your replacement of coverage, our team has offered apologies and I once again do the same, I am able to offer full refund of the fees we earned by replacing your coverage which amount to $111.23, and also voiding the balance that you left on 01/28/in the amount of $Unfortunately all premiums kept by your first carrier can't be refunded since Comprehensive and Collision coverage was provided for the Tahoe up until 08/05/15, additionally our Service manager has noted your account and we will not charge any additional fees in your policy whenever payments or changes are requested by youYour refund check in the amount of $is being mailed, and the pending balance is now clearedOur office appreciates your patience and we are doing everything can to correct the errorIt is our intent to keep you as happy as possible given the circumstancesWe hope that the refund and balance credit will correct this oversight, we have already made staff changes and Mrs [redacted] is no longer with us, our agency has full commitment to serving our customers well and we look forward in continuing our relationship with you in years to come Please feel free to call our office to further explain the details on this matterMy direct telephone number is (XXX) XXX-XXXXThank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I feel that Hammer Insurance has handled this issue in a very unprofessional matter and continues to do so by your responseIf your employee Mrs [redacted] had properly canceled the previous policy we would not be in this situation & I as a consumer would not be at a loss for moneyIt does nothing for me to know that Mrs [redacted] is no longer with your companyThe fees accrued due to the change in coverage to the Tahoe was NOT my faultIt was Hammer Insurance agent who neglected to due her job correctly which resulted in a financial loss for meI did not notify anyone sooner because I had no clue nor had I noticed the charges until months laterHow can you expect Kemper InsTo pay for the difference in coverage since this was due to your companies negligence in canceling the prior policy upon opening our new policy?!! I feel that the difference in the refund amount should be paid by HAMMER Insurance and not Kemper Inssince this was your employees mistake and no one else's!! Had she done her job, I would have never been overcharged irregardless of the coverage changes to the TahoeOnce again, and for the millionth time, we just want our full refund since your employees are your responsibility as a business and you should be held accountable for there improper actions! It is not fair for any consumer to have to be at a loss for money due to your employees not properly doing there job! I wil not reccomed this company to anyone! I will be canceling my policy and I will make sure to let people know the type of unprofessional establishment you runOnce again, I feel that the proper thing to do is for Hammer Insurance to assume full responsibility not only by admitting to there employees error but by paying the difference in the refund amount since it was your employee who caused this issue not I as a consumerIt would have NEVER got to this point had your representatives handled this in a proper, professional and timely matter Final Business Response / [redacted] (4000, 9, 2015/10/07) */ Dear Mr***, We are glad to have had a chance to talk to you this afternoon and per our conversation today we have agreed to credit your current policy with an additional refund $277.00, we really appreciate the opportunity to make things right for you You were given a direct contact for one of our Officers here in the company to communicate any further questions or concernsCopies of the credit receipt are being mailed for your records as well Please be assure we are continuously looking for ways to improve our customer satisfaction promise and we look forward in doing business with you for many more years to come [redacted] Admin Assistant
I am rejecting this response because: Because Before I purchased the insurance I told the agent nothing had changed on my driving record since I last had their insurance and mentioned this so there was no confusion as she ran my record I had asked them to email me the proof of insurance to my email which I gave her more than times twice when I first told her to read it back to me then later to send again during that time if theyre was any change to the agreed amount for service she never mentioned it, so knowing I gave her correct information during the elapsed time and when I made many attempts to talk to her before I personaly went in she always was busy and always said she would call me back but never did so I went in days later and thats where she told me about change if theyre was a change and I was notified earlier I would have canceled service then but she never told me this on times that I called While in theyre they told me of a violation that was on there since I last had their insurance so for them to say there was a new one did not make any sense as they had my profile already in systemI never had coverage or proof of insurance in my possesion due to their lack of customer service and poor professionalismwhen I had wanted to cancel and issue reimbursment I had to state it yes but when I did erika said she would contact me with confirmation of this action and never did even after attempts through text message and email so I called the next day and spoke with a different lady at their hq in rancho and she had me do the same thing to state I wanted to close and issue reimbursment becausr erika had not done it so she went ahead and sent it out for meout of all this they want to charge me for services never recieved or used and the lack of being a professional in their business to carry out the transaction or notifying a customer is absurd and customers who wish to do business with them should know of what happened to me, and I would like a full refund there is nothing on my part that was done incorrectly
HAMMER INSURANCE'S CLOSING REBUTTAL TO MR***'S REJECTION Mr [redacted] states that before he purchased the 2nd policy from us, he advised our agent that nothing had changed in his driving record since the purchase of the last policyBased on that statement our agent generated a quote using the information we had on fileHowever, when the application was submitted the system detected that contrary to Mr***'s assertion, there was in fact another infraction on his recordInfractions will affect the premiumWhen this change was discovered our location manager, Albert Ortega, explained to Mr [redacted] the cause of this higher premiumNonetheless Mr [redacted] having knowledge of the change in premium continued with the purchaseA new policy was then generated, Mr [redacted] signed our Broker Agreement; he signed the Application for the new policy; provided payment in the amount of $of which $were applied as Broker Fees; and the remaining $were paid as premium to Access InsuranceViolations on a person's driving records are checked and updated automatically when processing a policySo, even if Mr***'s profile on our system showed only two infractions, and despite him saying that nothing had changed on his record, a new infraction was found and applied to his profile when the second policy was generatedThere is nothing we can do to modify his driving recordThe change in price originally quoted had nothing to do with anything our agent did wrong; it was Mr***'s new infraction that caused the change in priceAnd, again, this was explained to Mr [redacted] by our location Manager at the time of purchase and still he proceeded with the purchaseMr [redacted] is incorrect when he states that he never had coverageCoverage began immediately after his policy was processed and a payment to Access Insurance was collectedHe had coverage until the time his policy was cancelled on May 11, 2017, per Mr***'s written request with his wet signatureWe have admitted to there being a typo in his e-mail address and that the e-mail debacle was an oversight on our behalfWe again offer our sincerest apologies for any frustration this may have causedOur customer service personnel should have been keener to the exact spelling of his e-mail addressMr [redacted] deserved more attentive support and we regret any shortcomings on our behalfOur agency strives to provide the most effective service possible and that is what he should have received when contacting our customer service departmentRest assured that we are using this experience to prevent any future issues as this.At the point of sale a service was provided to Mr***, he did receive the coverage he purchased, the policy was effective, only the proof of coverage was left pending (thought attempts were made to e-mail this to him)Despite this, our agency has agreed to and has provided a FULL REFUND of ALL the broker fees collected from Mr***We have inclusively waived the balance left pendingThe remainder was paid to Access Insurance and was applied as premium for coverage$was used as earned premium and $was applied as Access Insurance's fees associated with the cancellation request.(See Page of 6, Applicant Statement, paragraph 11).We again apologize for any unpleasant experiences had by Mr***In an effort to right this matter we have waived the $pending balance, we have also provided a FULL REFUND of our Broker Fees for $(collected at the time of the sale).We further maintain our offer to provide Mr [redacted] any new policy in the future with zero broker fees and a guaranteed better experienceRespectfully Submitted,Aggie De La TorreH.R./Upper ManagementHAMMER INSURANCE SERVICES INC
Initial Business Response / [redacted] (1000, 5, 2015/10/02) */ Dear Mr***; My name is [redacted] Administrative assistant at Hammer Insurance Services Inc., I would like to begin by apologizing for all the inconvenience caused and second to explain what my review has shown in this situation Our records indicate your first request of assistance was on 08/advising that your account was still being charged for your prior policy, on the same day our customer service department submitted cancellation of prior policy this resulted in the partial refund you received from Kemper InsOur Service department was able to get you credited for duplicate coverageWe note that full refund is not applicable since the old policy affords coverage(Comprehensive and Collision)extended to a Tahoe that the new policy does not include, if we had been contacted earlier in the year we would been able to help and stopped any further charges made from your prior carrierI acknowledge we could had prevented the problem at the beginning of your replacement of coverage, our team has offered apologies and I once again do the same, I am able to offer full refund of the fees we earned by replacing your coverage which amount to $111.23, and also voiding the balance that you left on 01/28/in the amount of $Unfortunately all premiums kept by your first carrier can't be refunded since Comprehensive and Collision coverage was provided for the Tahoe up until 08/05/15, additionally our Service manager has noted your account and we will not charge any additional fees in your policy whenever payments or changes are requested by youYour refund check in the amount of $is being mailed, and the pending balance is now clearedOur office appreciates your patience and we are doing everything can to correct the errorIt is our intent to keep you as happy as possible given the circumstancesWe hope that the refund and balance credit will correct this oversight, we have already made staff changes and Mrs [redacted] is no longer with us, our agency has full commitment to serving our customers well and we look forward in continuing our relationship with you in years to come Please feel free to call our office to further explain the details on this matterMy direct telephone number is (XXX) XXX-XXXXThank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I feel that Hammer Insurance has handled this issue in a very unprofessional matter and continues to do so by your responseIf your employee Mrs [redacted] had properly canceled the previous policy we would not be in this situation & I as a consumer would not be at a loss for moneyIt does nothing for me to know that Mrs [redacted] is no longer with your companyThe fees accrued due to the change in coverage to the Tahoe was NOT my faultIt was Hammer Insurance agent who neglected to due her job correctly which resulted in a financial loss for meI did not notify anyone sooner because I had no clue nor had I noticed the charges until months laterHow can you expect Kemper InsTo pay for the difference in coverage since this was due to your companies negligence in canceling the prior policy upon opening our new policy?!! I feel that the difference in the refund amount should be paid by HAMMER Insurance and not Kemper Inssince this was your employees mistake and no one else's!! Had she done her job, I would have never been overcharged irregardless of the coverage changes to the TahoeOnce again, and for the millionth time, we just want our full refund since your employees are your responsibility as a business and you should be held accountable for there improper actions! It is not fair for any consumer to have to be at a loss for money due to your employees not properly doing there job! I wil not reccomed this company to anyone! I will be canceling my policy and I will make sure to let people know the type of unprofessional establishment you runOnce again, I feel that the proper thing to do is for Hammer Insurance to assume full responsibility not only by admitting to there employees error but by paying the difference in the refund amount since it was your employee who caused this issue not I as a consumerIt would have NEVER got to this point had your representatives handled this in a proper, professional and timely matter Final Business Response / [redacted] (4000, 9, 2015/10/07) */ Dear Mr***, We are glad to have had a chance to talk to you this afternoon and per our conversation today we have agreed to credit your current policy with an additional refund $277.00, we really appreciate the opportunity to make things right for you You were given a direct contact for one of our Officers here in the company to communicate any further questions or concernsCopies of the credit receipt are being mailed for your records as well Please be assure we are continuously looking for ways to improve our customer satisfaction promise and we look forward in doing business with you for many more years to come [redacted] Admin Assistant
I am rejecting this response because: Because Before I purchased the insurance I told the agent nothing had changed on my driving record since I last had their insurance and mentioned this so there was no confusion as she ran my record I had asked them to email me the proof of insurance to my email which I gave her more than times twice when I first told her to read it back to me then later to send again during that time if theyre was any change to the agreed amount for service she never mentioned it, so knowing I gave her correct information during the elapsed time and when I made many attempts to talk to her before I personaly went in she always was busy and always said she would call me back but never did so I went in days later and thats where she told me about change if theyre was a change and I was notified earlier I would have canceled service then but she never told me this on times that I called While in theyre they told me of a violation that was on there since I last had their insurance so for them to say there was a new one did not make any sense as they had my profile already in systemI never had coverage or proof of insurance in my possesion due to their lack of customer service and poor professionalismwhen I had wanted to cancel and issue reimbursment I had to state it yes but when I did erika said she would contact me with confirmation of this action and never did even after attempts through text message and email so I called the next day and spoke with a different lady at their hq in rancho and she had me do the same thing to state I wanted to close and issue reimbursment becausr erika had not done it so she went ahead and sent it out for meout of all this they want to charge me for services never recieved or used and the lack of being a professional in their business to carry out the transaction or notifying a customer is absurd and customers who wish to do business with them should know of what happened to me, and I would like a full refund there is nothing on my part that was done incorrectly
HAMMER INSURANCE'S CLOSING REBUTTAL TO MR***'S REJECTION Mr [redacted] states that before he purchased the 2nd policy from us, he advised our agent that nothing had changed in his driving record since the purchase of the last policyBased on that statement our agent generated a quote using the information we had on fileHowever, when the application was submitted the system detected that contrary to Mr***'s assertion, there was in fact another infraction on his recordInfractions will affect the premiumWhen this change was discovered our location manager, Albert Ortega, explained to Mr [redacted] the cause of this higher premiumNonetheless Mr [redacted] having knowledge of the change in premium continued with the purchaseA new policy was then generated, Mr [redacted] signed our Broker Agreement; he signed the Application for the new policy; provided payment in the amount of $of which $were applied as Broker Fees; and the remaining $were paid as premium to Access InsuranceViolations on a person's driving records are checked and updated automatically when processing a policySo, even if Mr***'s profile on our system showed only two infractions, and despite him saying that nothing had changed on his record, a new infraction was found and applied to his profile when the second policy was generatedThere is nothing we can do to modify his driving recordThe change in price originally quoted had nothing to do with anything our agent did wrong; it was Mr***'s new infraction that caused the change in priceAnd, again, this was explained to Mr [redacted] by our location Manager at the time of purchase and still he proceeded with the purchaseMr [redacted] is incorrect when he states that he never had coverageCoverage began immediately after his policy was processed and a payment to Access Insurance was collectedHe had coverage until the time his policy was cancelled on May 11, 2017, per Mr***'s written request with his wet signatureWe have admitted to there being a typo in his e-mail address and that the e-mail debacle was an oversight on our behalfWe again offer our sincerest apologies for any frustration this may have causedOur customer service personnel should have been keener to the exact spelling of his e-mail addressMr [redacted] deserved more attentive support and we regret any shortcomings on our behalfOur agency strives to provide the most effective service possible and that is what he should have received when contacting our customer service departmentRest assured that we are using this experience to prevent any future issues as this.At the point of sale a service was provided to Mr***, he did receive the coverage he purchased, the policy was effective, only the proof of coverage was left pending (thought attempts were made to e-mail this to him)Despite this, our agency has agreed to and has provided a FULL REFUND of ALL the broker fees collected from Mr***We have inclusively waived the balance left pendingThe remainder was paid to Access Insurance and was applied as premium for coverage$was used as earned premium and $was applied as Access Insurance's fees associated with the cancellation request.(See Page of 6, Applicant Statement, paragraph 11).We again apologize for any unpleasant experiences had by Mr***In an effort to right this matter we have waived the $pending balance, we have also provided a FULL REFUND of our Broker Fees for $(collected at the time of the sale).We further maintain our offer to provide Mr [redacted] any new policy in the future with zero broker fees and a guaranteed better experienceRespectfully Submitted,Aggie De La TorreH.R./Upper ManagementHAMMER INSURANCE SERVICES INC