Hyatt Legal Plans

We are in receipt of your email of September 24, with the complaint information from [redacted] *** Hyatt Legal Plans was formed years ago to provide personal and frequently needed legal services at an affordable price We do appreciate knowing of potential areas of concern and take client satisfaction very seriously We have an internal process to address issues like these [redacted] offers an estate planning benefit to its customers through Hyatt Legal Plans This benefit allows [redacted] customers to have a will, power of attorney and living will prepared at no cost The benefit also allows [redacted] customers to receive an office consultation for certain other uncovered legal matters [redacted] customers are not required to use any particular attorney for this benefitIn fact, they are free to choose one of our network attorneys or retain an out of network attorney and submit a fee reimbursement request to us According to our records, [redacted] contacted Attorney David B [redacted] for an office consultation for a divorce MrB [redacted] is one of 14,participating attorneys in the Hyatt Legal Plans networkWhile the initial office visit was covered by the terms of [redacted] ***’s plan, representation for the actual divorce proceeding is not covered by her [redacted] benefitShe apparently retained Attorney B [redacted] for this matter At some point she became dissatisfied with MrB***’s work on this non-covered matter and contacted us At Hyatt Legal Plans, we continuously work to ensure the quality of our attorney network This includes prohibiting attorneys with disciplinary records from joining our panelWe also recredential our entire network on an annual basis as a way of ensuring quality serviceWhen MrB [redacted] became part of our attorney network, he had no record of any state disciplinary action to his license to practice lawWhen we learned of the discipline imposed by the state of [redacted] , many years after he joined our panel, we promptly removed him from our attorney network We have informed [redacted] ***, both verbally and in writing, that we took this action We certainly apologize for any negative experience [redacted] had with Attorney B*** She had complete freedom of choice in selecting an attorney for her divorce Hyatt Legal Plans never mandated that she use MrB [redacted] or any network attorney for this matter All of our members have completer freedom of choice when it comes to retaining an attorney We have explained the above to [redacted] several times and we believe this matter to be resolved Copies of previous correspondence is attached We would be glad to review any additional information or discuss it further with [redacted] if she chooses Thank you for your courtesy Sincerely, Brian [redacted] C [redacted] General Counsel and Vice President

July 20, [redacted] Dispute Resolution Specialist Revdex.com, IncEuclid Avenue, 4th FloorCleveland, OH 44115- [redacted] In re: Complaint Number [redacted] Dear [redacted] : We are in receipt of your email of July 14, regarding Complaint Number [redacted] By way of background, Hyatt Legal Plans is a legal plan provider which provides personal and frequently needed legal services at an affordable price We appreciate knowing of potential areas of concern with our members and take client satisfaction very seriously We have an internal process to address issues like these The member contacted Hyatt for help in finding an attorney to assist him with a contested divorce matter Contested divorce is a covered service under the member’s legal plan When a member works with a plan attorney, Hyatt pays the plan attorney directly for their services In the event that a plan attorney is unavailable and/or if the member chooses to work with a non-plan attorney, Hyatt will reimburse the member for the cost of attorney’s fees incurred with the non-plan attorney pursuant to our fee reimbursement schedule Although Hyatt strives to have plan attorneys in place to assist members with their legal matters, in some instances, a plan attorney may not be available and the member must use the fee reimbursement option Hyatt does not guarantee that we will be able to find a plan attorney to assist every member When this member contacted us regarding his matter, our special representative reached out to plan attorneys in the area to see if they could assist the member Unfortunately, neither of the two plan attorneys who practice family law in [redacted] area where the member lives were able to assist the member While our representative continued to try and find an attorney who could assist the member, she also explained the fee reimbursement option to the member and sent him the necessary paperwork to obtain reimbursement Through the continuing efforts of our representative to locate counsel to assist this member, we have added a new, experienced attorney to our network in [redacted] who handles contested divorce matters We have referred this member to the plan attorney for assistance with his legal matter and the member thanked us for our assistance We advised the member to contact us if he has any additional issues or concerns We therefore believe this matter to be resolved We would be glad to review any additional information or discuss this matter further with you if you have any further questions Yours very truly, Brian [redacted] C*** General Counsel and Vice President Hyatt Legal Plans [redacted]

[The consumer advised Revdex.com via phone that her matter has been resolved.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] [redacted]

Good Morning - My understanding is that service has been cancelled per the request and a full refund has been issued for the payroll deductions that have taken placeI am uncertain as what additional remedies the customer is seekingPlease provide me with additional information Thank you Brian [redacted] Hyatt Legal Plans

October 14, [redacted] Dispute Resolution Specialist Revdex.com, IncEuclid Avenue, 4th FloorCleveland, OH 44115- In re: [redacted] Inquiry: Your case # [redacted] Dear [redacted] : We are in receipt of your email with the complaint information from *** *** Hyatt Legal Plans was formed years ago to provide personal and frequently needed legal services at an affordable price We do appreciate knowing of potential areas of concern and take client satisfaction very seriously We have an internal process to address issues like these We have over 14,participating law firms in the Hyatt Legal Plans attorney network If a member prefers to use an out of network attorney or is unable to find an attorney for their legal matter, they may use our fee reimbursement option The member selects an out of network attorney, submits their legal bill to us and we reimburse them in accordance with a standard fee reimbursement schedule According to our records, [redacted] contacted us in July for assistance with locating an attorney for his legal matter We diligently searched for an attorney to represent him but were unable to refer him to an attorney near his town Therefore, we recommended that he use an out of network attorney and submit a fee reimbursement request to us We received a fee reimbursement request from him on September 19, and issued a reimbursement check in the amount of $on October 1, In his complaint, [redacted] states that he did not receive legal services and that we kept all the money he paid to the plan [redacted] is paying $a month for the legal plan During 2015, he will have paid a total of $to Hyatt Legal Plans During this same year, he received legal services and was reimbursed $for attorney fees When a member requests a fee reimbursement form, we send them a copy of the fee reimbursement schedule showing the amount of their reimbursementWe reviewed our telephone calls with [redacted] and he acknowledged receiving the fee schedule from us Also, our representatives explained the fee reimbursement process to him during these calls According to our information, [redacted] obtained representation for his legal matter and was properly reimbursed for those services in accordance with his legal plan coverage Therefore, we believe this matter to be resolved Thank you for your courtesy Yours very truly, Brian C [redacted] General Counsel Hyatt Legal Plans

The business gave their response to Revdex.com via phone.The business said they have already assigned a lawyer to the consumer and her matter has been resolved

[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 made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,
*** *** HYATT HAS NOT MADE AN OFFER FOR ME TO EVEN CONSIDER IT IS CLEAR THEY DO NOT WANT TO DEAL WITH THE REAL ISSUE, BECAUSE THREE OR FOUR TIMES NOW THEY HAVE ANSWERED WITH THE SAME OLD TIRED ARGUMENT THE OBVIOUS PROBLEM IS THAT AGUMENT DOES NOT EVEN ADDRESS THE FACTS IN THE COMPLAINT THAT I HAVE FILED I WILL SEND THEM ANOTHER REBUTTAL, BUT THEY ARE CLEARLY BEING EVASIVE WHAT CAN BE DONE ABOUT THAT IF THAT WERE A WAY TO AVOID LIABILITY EVERYONE WOULD DO JUST ACT CLUELESS, SO THERE MUST BE SOMETHING THAT CAN BE DONE THANK YOU FOR YOUR HELP I WILL TRY TO GET THE REBUTTAL OUT TODAY OR TOMORROW

Hyatt Legal Plans agrees to pay $ to Mr*** in resolution of this dispute. Please provide me with a good mailing address for Mr*** or have him send me the same at bc***@legalplans.com
Thank You
Brian C***
General Counsel and VP
Hyatt Legal Plans

---------- Forwarded message ----------From: Brian C*** Date: Tue, Nov 29, at 5:PMSubject: Complaint ID ***To: ***@cleveland.Revdex.com.orgDear Ms***: Thank you for bringing this matter to my attention. Mr*** *** is a Hyatt Legal Plans
member and has been since January of Prior to becoming a legal plans member, Mr*** sought and used the services of an attorney relative to a divorce caseMr*** would like plan coverage for his legal matterThis issue was first brought to our attention in 2013, although we had not heard from Mr*** for several years until his recent complaintWe have offered to review his matter on several different occasions, but Mr*** is evasive in providing case specifics to use that would assist in additional determinations surrounding his claimWe have offered to see if we could provide some kind of reimbursement, but have never received the requested documentationPlease see the email from Paul Gaynor that appears below my signature block. Our exclusions are very clear Matters in which an attorney-client relationship existed for the matter prior to becoming eligible for plan services are clearly excludedFurther, we do not allow members to bring into our network legal matters in which a plan member has been represented by a non-plan attorney prior to seeking services for the same case from a plan attorney These exclusions have been explained on several different occasions It is possible we may be able to provide some Fee Reimbursement to Mr***, but are unable to do so without the appropriate documentation. Thank you for the opportunity to explain this to youPlease let me know if you have any questions or concerns. Sincerely, Brian C***

November 18, 2015
[redacted]
Dispute Resolution Specialist
Revdex.com, Inc.2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408
In re: [redacted] [redacted]
Dear [redacted]:
We are in receipt of your request for additional information related to the above inquiry.  Mr. B[redacted] joined our attorney network on May 1, 2002.  He was in full compliance with our attorney requirements when he joined the panel. Mr. B[redacted] was deleted from our panel on August 5, 2015 due to a public reprimand.  This reprimand is unrelated to the legal services he provided to [redacted].
Also attached is the fact sheet for the [redacted] plan.  Thank you for bringing this matter to our attention. We appreciate having the opportunity to respond this inquiry.  We trust that this information will assist you in resolving this matter.
Yours very truly,
Brian C[redacted]
General Counsel
Hyatt Legal Plans

December 3, 2015[redacted]Dispute Resolution SpecialistRevdex.com, Inc.2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408In re: [redacted] Inquiry: Your case # [redacted]:We are in receipt of your email with the complaint information from [redacted].  Hyatt Legal...

Plans was formed 35 years ago to provide personal and frequently needed legal services at an affordable price.  We thank you for bringing this matter to our attention and want you to know that we take client satisfaction very seriously.  We do in fact have an internal process to address issues like these.  [redacted] submitted two fee reimbursement requests for divorce and custody matters.  He submitted billing statements from his attorney, but did not include proof of payment to the attorney.  Our payment administrator sent a letter to [redacted] on November 6, 2015 requesting this documentation.  Assistant General Counsel Barbara B[redacted] sent a follow up email to [redacted] on November 17, 2015 requesting the same information.  We have now received the documentation we requested and are processing his fee reimbursement.  Attached is a copy of the letter that we are sending to [redacted] with his reimbursement check.We certainly apologize for any misunderstanding or confusion [redacted] experienced.  We appreciate having the opportunity to explain this to you.  We consider this matter to be resolved.Thank you for your courtesy.  Yours very truly,Brian C[redacted]General CounselHyatt Legal Plans

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This service covers the Participant in defense of an arbitration proceeding or civil proceeding before a municipal, county, state or federal administrative board, agency or commission, or in a trial court of general jurisdiction.” I have been told that Hyatt will not provide legal coverage, because this is an “ Employment-related matters, including company or statutory benefits ” however this is not the case, and should not be denied for this reason. Hyatt personnel has informed me that Hyatt will not provide legal coverage, because this is a “business or investment matters, matters involving property held for investment or rental, or issues when the Participant is the landlord”, however neither of us have ever owned the property and neither of us have ever been the landlord.So far, Hyatt is just reiterating their misapplications of their terms and conditions.However, Hyatt's own terms ONLY exclude:  “ Employment-related matters, including company or statutory benefits ” This matter has nothing to do with that and I have no dispute with my employer. If Hyatt is applying the rules in this manner, then Hyatt's terms and conditions should define "employment matter" to be a matter when an employee is sued by a third partyThe Terms do not state that.Hyatt's terms only state: "“ Employment-related matters, including company or statutory benefits ”As a matter of fact, Hyatt's terms do state that the plan "covers the Participant in defense of an arbitration proceeding or civil proceeding before a municipal, county, state or federal administrative board, agency or commission, or in a trial court of general jurisdiction.".  ....This IS the case with me. There is no exclusion after this provision. This dispute is unsatisfied and I am requesting that it remain open and unresolved please. Thank you. Regards,
   [redacted]

October 20, 2015
[redacted]
Dispute Resolution Specialist
Revdex.com, Inc.2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408
In re: [redacted] Your case [redacted]
[redacted]:
We are in receipt of your email with the complaint information from [redacted]...

[redacted].  Hyatt Legal Plans was formed 35 years ago to provide personal and frequently needed legal services at an affordable price.  We do appreciate knowing of potential areas of concern and take client satisfaction very seriously.  We have an internal process to address issues like these.
Hyatt Legal Plans provides members with a wide variety of personal legal services such as will preparation and traffic tickets representation.  Plan coverage excludes matters outside of this realm such as business or employment issues.  The plan states: 
            No services, not even a consultation, can be provided for the following matters . . .
            [e]mployment-related matters. . . .
According to our records, [redacted] and his employer, an apartment management company, are being sued by a former tenant.  The lawsuit is based upon alleged actions [redacted] took as an employee of, and acting on behalf of, the company.  Therefore, this matter is employment-related and is not covered under the legal plan.
We reviewed [redacted]’ request for plan coverage twice. A panel department representative made the initial determination that this matter was not covered and advised [redacted] to this effect.  [redacted] appealed the decision. Hyatt’s assistant general counsel reviewed the complaint, [redacted]’ appeal letter and plan coverage and affirmed that the matter is excluded from coverage. We sent a letter to [redacted] on October 16, 2015 explaining, as above, why the matter is excluded from coverage.
           
In addition, [redacted] states that the matter should be covered by the legal plan because he was not acting as the landlord or owner of the building. It is not necessary for [redacted] to be the owner of the business to be acting in an employment related matter
We have explained the above to [redacted] and we believe this matter to be resolved.  We would be glad to review any additional information or discuss this matter further with [redacted] if he chooses.  We are sending a copy of this letter to [redacted].
Thank you for your courtesy. 
Yours very truly,
Brian C[redacted]
General Counsel
Hyatt Legal Plans

[The consumer advised Revdex.com via phone that her matter has been resolved.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

October 14, 2015
[redacted]
Dispute Resolution Specialist
Revdex.com, Inc.2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408
In re: [redacted] Inquiry: Your case # [redacted].
Dear [redacted]:
We are in receipt of your email with the complaint information from [redacted]...

[redacted].  Hyatt Legal Plans was formed 35 years ago to provide personal and frequently needed legal services at an affordable price.  We do appreciate knowing of potential areas of concern and take client satisfaction very seriously.  We have an internal process to address issues like these.
We have over 14,000 participating law firms in the Hyatt Legal Plans attorney network.  If a member prefers to use an out of network attorney or is unable to find an attorney for their legal matter, they may use our fee reimbursement option.  The member selects an out of network attorney, submits their legal bill to us and we reimburse them in accordance with a standard fee reimbursement schedule.
According to our records, [redacted] contacted us in July 2015 for assistance with locating an attorney for his legal matter.  We diligently searched for an attorney to represent him but were unable to refer him to an attorney near his town.  Therefore, we recommended that he use an out of network attorney and submit a fee reimbursement request to us.  We received a fee reimbursement request from him on September 19, 2015 and issued a reimbursement check in the amount of $800 on October 1, 2015.
In his complaint, [redacted] states that he did not receive legal services and that we kept all the money he paid to the plan.  [redacted] is paying $17.50 a month for the legal plan.  During 2015, he will have paid a total of $210 to Hyatt Legal Plans.  During this same year, he received legal services and was reimbursed $800 for attorney fees. 
When a member requests a fee reimbursement form, we send them a copy of the fee reimbursement schedule showing the amount of their reimbursement. We reviewed our telephone calls with [redacted] and he acknowledged receiving the fee schedule from us.  Also, our representatives explained the fee reimbursement process to him during these calls.   According to our information, [redacted] obtained representation for his legal matter and was properly reimbursed for those services in accordance with his legal plan coverage.  Therefore, we believe this matter to be resolved. 
Thank you for your courtesy. 
Yours very truly,
Brian C[redacted]
General Counsel
Hyatt Legal Plans

[redacted]
Thank you for brining this to our attention.  This issue has been resolved. 
[redacted] has our voluntary benefit as a result of her employment with [redacted]n. We have been receiving a FTP transmission from [redacted]n with 13-15 lives from...

5/4/15-present. [redacted] was not certain which part of their organization was sending the file. This file was overwriting any manual adds we do to our Call Center. It became evident that their 2016 file counts were off based on overpayments, so we began working with them in March of 2016 to correct the file issue. We did not receive a good file until 4/5/2017 (45 lives).
[redacted] called into the CSC on 3/6 and an eligibility record was opened. We heard back from the Sponsor on 3/7, [redacted] was made eligible in our system, and a voice mail was left for her. She then called back on 4/3 and an eligibility record was reopened, eligibility verified, and we communicated this to [redacted]. Her eligibility was likely overwritten by 5 bad files that we had received between her calls to us. On 4/3, Pat Varricchio received an escalated call from [redacted] who was very angry at Hyatt for taking her money, not getting our files straight, requested a refund, and stated she went to the Revdex.com. On 4/4, Ms. Minor obtained one case number, 11259820. The matter has since been rectified and we apologize for the confusion. We can only process the information that is sent to us. Unfortunaely, we were getting files that were not complete and had no control over the same. It now appears that we are getting accurate files.  We have since identified where the "good" files should be coming from so we will only be accepting files from this souce and are not accepting files from any other source for this group. [redacted],and everyone else in the group should be able to access the benefit without an issue.
Please let me know if you have any questions or if you need anything further.
Thank You,
Brian C[redacted]
Brian C[redacted] | General Counsel & VPHyatt Legal Plans | MetLife Group Voluntary & Worksite Productsoffice: 216.694.4356 | cell: 216.849.4923 | bc[redacted]@legalplans.com1111 Superior Avenue | Cleveland, OH 44114legalplans.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Please have check to my order, and mail to my home address below:[redacted]
Regards,
[redacted]

Brian [redacted]9:37 PM (18 hours ago)to me Dear Ms. M[redacted] We are in receipt of your email with the complaint information from Mr. Y[redacted]e.  Hyatt Legal Plans was formed 35 years ago to provide personal and frequently needed legal services at an affordable price....

 We do appreciate knowing of potential areas of concern and take client satisfaction very seriously.  We have an internal process to address issues like these.   We contacted Mr. Y[redacted] to get more facts regarding his issue. It does not appear that a payroll deduction for our services has commenced. Mr. Y[redacted] was hoping to use the legal plans for a matter which is not covered. Accordingly, we have agreed to not commence any payroll deductions from Mr. Y[redacted]. Based upon the foregoing, we believe this matter to be resolved.   I thank you for your courtesy in this matter. Should you have any questions or concerns, please do not hesitate to contact me. Sincerely, Brian [redacted]

We are in receipt of your email of September 24, 2015 with the complaint information from [redacted].  Hyatt Legal Plans was formed 35 years ago to provide personal and frequently needed legal services at an affordable price.  We do appreciate knowing of potential areas of concern and take...

client satisfaction very seriously.  We have an internal process to address issues like these.
[redacted] offers an estate planning benefit to its customers through Hyatt Legal Plans.  This benefit allows [redacted] customers to have a will, power of attorney and living will prepared at no cost.  The benefit also allows [redacted] customers to receive an office consultation for certain other uncovered legal matters.  [redacted] customers are not required to use any particular attorney for this benefit. In fact, they are free to choose one of our network attorneys or retain an out of network attorney and submit a fee reimbursement request to us.
According to our records, [redacted] contacted Attorney David B[redacted] for an office consultation for a divorce.  Mr. B[redacted] is one of 14,000 participating attorneys in the Hyatt Legal Plans network. While the initial office visit was covered by the terms of [redacted]’s plan, representation for the actual divorce proceeding is not covered by her [redacted] benefit. She apparently retained Attorney B[redacted] for this matter.  At some point she became dissatisfied with Mr. B[redacted]’s work on this non-covered matter and contacted us.
At Hyatt Legal Plans, we continuously work to ensure the quality of our attorney network.  This includes prohibiting attorneys with disciplinary records from joining our panel. We also recredential our entire network on an annual basis as a way of ensuring quality service. When Mr. B[redacted] became part of our attorney network, he had no record of any state disciplinary action to his license to practice law. When we learned of the discipline imposed by the state of [redacted], many years after he joined our panel, we promptly removed him from our attorney network.  We have informed [redacted], both verbally and in writing, that we took this action.
We certainly apologize for any negative experience [redacted] had with Attorney B[redacted].  She had complete freedom of choice in selecting an attorney for her divorce.  Hyatt Legal Plans never mandated that she use Mr. B[redacted] or any network attorney for this matter.  All of our members have completer freedom of choice when it comes to retaining an attorney.
We have explained the above to [redacted] several times and we believe this matter to be resolved.  Copies of previous correspondence is attached.  We would be glad to review any additional information or discuss it further with [redacted] if she chooses. 
Thank you for your courtesy. 
Sincerely,
Brian ** C[redacted]
General Counsel and Vice President