Hollywood Auto Sales

Complaint: [redacted] I am rejecting this response because: While I understand the process takes time resolve due to the insurance companies investigationMost of their tactics seem intent on stalling the resolution of the claimFor example, they said they were going to presue a court order to get copies of my phone records October the 3rdIn reality I had submitted the same decrements to them that they are requesting from the court months agoNow they acknowledged those documents were sufficient for there investigative purposesThey have done a very poor job of communication with me and I still do not have a day in which the claim will be resolvedThis claim was initiated March of this yearI don't think it is reasonable to take this long to investigate and finalize the claimUpon request I can detail several examples of what I consider to be delaying tactics intended to stall the claims resolution Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/08/15) */ Ms [redacted] first contacted [redacted] National advising that she wished to be compensated for Diminished Value of her Mercedes on March 29, The Claims Representative advised her she would check on what we would needThe Claims Representative re-contacted her on April 4, advising that we would need an appraiser to re-inspect her vehicle after the repairs were completed to complete a Quality of Repair inspectionWe sent an assignment that day to our Appraiser to contact her to arrange for the inspectionOn April 12, we received a status from him that Ms [redacted] was to call him that week to arrange for the inspectionOn April 18, 2016, we received another status from the Appraiser that he has left a message for Ms [redacted] againOn April 21, 2016, the Claims Representative called Ms [redacted] and left another message as she had not re-contacted the AppraiserOn April 25, 2016, a letter was sent to her as well On May 19th, 2016, Ms [redacted] sent an E-mail to the representative sending her a report that Ms [redacted] had requested from Pro Appraisal for their opinion on the Diminished value of her vehicleThe Claims Representative e-mailed her back advising that we needed to have the re-inspection completed on her repaired vehicleA follow up call was made to her on May 23, 2016, and another letter sent June 9, On June 14, 2016, Ms [redacted] e-mailed the Claims Representative that she would contact appraiser to set up an appointment with himOn July 1, 2016, Ms[redacted] e-mailed the Claims Representative advising that the Appraiser had re-inspected her vehicle and she was asking for a status on her claimThe Claims Representative told her she would review the claim with management The information we had in our file was that the re-inspection had not yet been completedWe contacted the Appraiser that we had originally assigned to re-inspect the vehicle and he advised that he had not re-inspected it and had never had a response from Ms [redacted] On August 9, 2016, we were able to find out that, in fact, a different Appraiser had been assigned and re-inspected her vehicleThe report had evidently been misplaced and was never received at our officeThe Claims Representative e-mailed Ms[redacted] on August advising that the report had evidently been misplaced The Claims Representative called and left a message for Ms [redacted] on August 10, to make an offer to settle her claim for Diminished ValueThe Claims Representative did not get a response from Ms [redacted] and left her another message on August 15, We will continue our efforts to contact Ms [redacted] to resolve her claimIf there is anything additional you need from our office please advise

Initial Business Response / [redacted] (1000, 8, 2016/12/14) */ December 14th, Revdex.com of Southwest Missouri S Campbell Ave Springfield, MO XXXXX RE: Ms [redacted] Revdex.com Case# XXXXXX American National policy: #24AXXXXXR To whom it may concern: Thank you for the opportunity to provide a response for the grievance brought to the Revdex.com of Southwest MissouriIn the complaint, Ms [redacted] outlines the difficulty she experienced with her American National agent, [redacted] and the delay that occurred with the cancellation of her personal auto policyThe information below provides a timeline that begins with Ms [redacted] 's contact with American National and concludes with the cancellation of her auto policy As acknowledged by both Ms [redacted] and Mr [redacted] assistant, the first communication occurred in September with an inquiry from Ms [redacted] regarding availability of coverage at her new address in FloridaOn September 28th, 2016, a payment in the amount of $was drafted from Ms [redacted] 's automatic EasyPay accountMr [redacted] office advised Ms [redacted] that no coverage could be offered in the state of FloridaUpon learning that no coverage could be offered, Ms[redacted] requested cancellation of her personal auto policy, effective September 29th, 2016, to Mr [redacted] officeRegrettably, a cancellation request was never submitted to the American National home office On October 28th, 2016, $was withdrawn from Ms [redacted] 's EasyPay accountMs [redacted] then reached out to Mr [redacted] office to again request cancellation of the personal auto policyMr [redacted] provided Ms [redacted] with paperwork to authorize the cancellationWhile the signed cancellation was returned back from Ms [redacted] , unfortunately the cancellation was again not submitted to the American National home office for processing On November 28th, 2016, $was withdrawn from Ms [redacted] 's EasyPay accountAt this point, on November 28th 2016, Ms [redacted] contacted the Client Service Center (CSC) at American National's home office questioning why the policy had not yet been canceledThat same day, the CSC made contact with Mr [redacted] office regarding the cancellation requestOn November 30th, 2016, Mr [redacted] provided the CSC with a copy of the signed cancellation request with an effective date of September 29th, As of December 8th, 2016, Ms [redacted] 's personal auto policy has been canceled effective September 29th, and a refund of $has been generated Again, thank you for allowing the opportunity to respond to Ms [redacted] 's concernsIf you would like any further information on this case, please contact me at X-XXX-XXX-XXXX, extension [redacted] or via email at [redacted] @AmericanNational.com Sincerely, [redacted] CPCU Underwriter, Underwriting Services, West Central Underwriting American National Property and Casualty Company Initial Consumer Rebuttal / [redacted] (2000, 10, 2016/12/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) They have cancelled my account and I have received my refundI appreciate their acknowledgement of the issues that I have had with their company

American National Insurance understands that Mr [redacted] rejected our previous response, however at this time we have no additional information with which to respond We will continue to work with Mr [redacted] in an effort to determine what coverage is available to him