Insurance Brokers of MN Inc/Daniel Summers

Initial Business Response /* (1000, 5, 2015/07/01) */
The timeline is as follows: On May 29th the insured called our office and left message asking if she had water back up on her policyThat was Friday May 29thOn Monday June 1st, My Asstcalled her backHer voicemail said her mailbox was
full and could not leave a messageShe called also on June 4th and left another messageMy asstcalled her back and was able to leave her a message this time and stated that she could call her back later on that day (since it was getting towards the end of the day) or to call back in the morningWe never heard back from her until June 10thShe then said that no one ever called her backMy Asstthen said that she tried on both occasionsMy Asstgave her the answer she was looking for pertaining to her policy infoShe then said that we wouldn't have to worry about it anymore anyhow because she was going to be getting a different insurance company(something to that point..maybe not exact wordage)My Assttold me about an hour later what was saidI physically called her and left her a voicemail stating that we would hate to see her go and that according to my Asst(has been with me for years or so) that she did in fact try to call her back and she did leave a messageAgain, I called her MYSELF(I see that the complaint never mentions that!) On June 25th, the insured called and wondered why Allied took money out of her account when it should be cancelledMy asstlooked up her account and said it is still activeThe insured said why is it active when it should have been cancelled on June 16thShe told us that we got a cancel letter from FARMERS and it should have been cancelledThe insured told us it was sent on the 17thWe explained to her that we did not get anythingWe also checked the file and again, nothing in thereMy assttold her we would need the cancellation notice from FarmersAgain, the insured told us they sent itShe then hung upFarmers called us a bit laterWe told them we did not get anythingI was standing right there listening to the conversation and told My Asstto have her e-mail it to usWhich she didI also told her that she could drive the ft over to my office if she wanted to and deliver it...Again, telling her we did not get a faxI was in the office myself on the 18th when they said they faxed itAgain, never got itWhen we get accord forms from other insurance carriers we fax and scan them to the companies for cancellations and then put the actual form in the clients fileWe do not have a big office and everything is close (fax, copier, etc)My Assttold both the Farmers Asstand the insured that we could cancel the policy back on the original date she wanted it to cancel - June 16thShe said because Allied pulled out the money from her account for automatic payment her account bouncedMy Assttold her that all we could do was cancel it when we get the form because, again, we did not get itThe Farmers Asst called and said she has "proof" that she faxed it and my Asstagain, told her that is fine but we did not get it...(She sure could have come over to our office and show us where it was in our office)The Farmers Agent then called and asked when we were going to give her the reimbursement back? My Assttold him that Allied will reimburse her the auto pay once they cancel the auto policyHe then explained on how our Agency needs to cancel policies...I took the phone and talked to himHe told me that his Asstwas new and trying to figure out what was going onI proceeded to tell him that we do cancel policies when we get accord formsAgain, back and forthHe asked what we can do to get any additional charges back I told him to have the insured call the billing number and there was nothing else we could do except cancel her policy for her now that My Asstreceived the scanned e-mail which we had already just didI then asked the Farmers Agent if he got MY fax AND my e-mail from the previous week where I sent him over a cancel accord form for a different insuredHe said he didAgain, I told him that he might want to confirm that a fax did go through next time and not just assume that someone got a fax! Again, his office is ft from mine and I told him he sure could have dropped it off or e-mailed it as wellAfter talking to the Biling dept., according to the notes in their system, they told the insured that they would reimburse her for the fees that occurred on the 23rd if she could PROVE that she did occur feesAllied has not received anything to date from the insured
Initial Consumer Rebuttal /* (3000, 7, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, when I finally spoke with his assistant, she had told me she had attempted to contact me on several occasions after I left her multiple voicemails, but was unable to leave me any voicemails, as she said my box was fullMy box was never full as I continued to receive voicemails from others throughout the two weeks I attempted to contact themThey also had my husbands phone number and my email to utilize if they were having a hard time getting a hold of me, as they say they were, but never was an attempt made to contact either oneYes, Dan did call me on June 10thI still have the message he left me saved on my phone, and he specifically said in the voicemail that "Jackie said your voicemail box was full and could never leave you a message, but hopefully your missed calls would reflect that." I never had one missed call from the agency until June 10th when I finally was able to get a hold of Jackie and I notified them I would be leaving due to their lack of returning phone calls promptly when I had important questions regarding my policyYes, Farmers has a fax confirmation that the cancellation was received on June As far as Farmers walking the 500ft to cancel the policy is absurd for Dan to even make as an excuseTheir businesses are on a major highway on the opposite side of the street and much more than 500ft awayAs Dan said, he also had faxed Farmers a cancellation for one of his customers that following week, and Dan did not walk the "500ft" himself to have Farmers cancel his clients policy, so I find that excuse as to why he says he didn't get my cancellation as completely wrongI contacted Allied myself on the 23rd to see when I would get reimbursed because of how Dan responded when both Farmers and myself questioned why my policy was never cancelledYes, they explained to me that I would have to supply them with a bank statement proving that I had the overdraft fee charged to my accountMy statements for my banking account don't process until after the 6th of each month, so this means I would have to wait until then to print a statement and then fax Allied the statement along with the confirmation fax Farmers has, and allow them to process the request for reimbursementI did not feel like I should have to wait over two weeks to get money back that never should have been taken from my accountI did not want our credit tarnished, as we have always had outstanding credit, due to the lack of Dan cancelling my policy as requestedI contacted Wells Fargo and explained my situation and being the wonderful company they are, they credited my account with the overdraft fee the occured, and ensured me they would fix my account so no damages were done to my creditThis is why I never submitted anything to Allied any further regarding the overdraft fee reimbursementAgain, Dan stated to Farmers that "she's not my customer any more, she's not my problem, she's yours" and refused to help me any further in getting the refund of my moneyAs you can see by Dan's typing in his rebuttle statement, he needs to capatalize his words he thinks are important to prove he's correct, add in snarky comments and "...", which is a true testament of his character and how he runs his businessIn the end, all I had wanted was an immediate return of my money, or for Dan's office to contact Allied and explain the situation, and to help get my money returned promptly rather than when I bring the error to their attention, they immediately defend themselves and say they did nothing wrong in this instance and refuse to help meI had been a customer of Dan's agency for a number of years and feel that even though customers come and go, they deserve appropriate treatment up through the very end of their business relationshipI feel that because I brought the lack of prompt phone call returns to thier attention and left their agency because of this, that Dan deliberately did not cancel my policy when the cancellation was faxedAs of July 1st, I still have not received my refund of $from Allied
Final Business Response /* (4000, 10, 2015/07/08) */
I have explained everything as it happened alreadyI am sorry *** did not get our messagesShe did not ask us to call her husbands phone or e-mail herWe simply called her back since she is the one that called usI am sorry we did not receive the faxed cancellation from FarmersWe did not get itBut I will NOT resort to name callingAs for why I knew about the June 23rd fees, it was because my Asstcalled Allied on July 1st, after reading their notes in the systemThey explained about the June 25th phone call they received from ***We would not have known otherwiseI have no ill feeling towards the ***, whom had been our clients for just over yearsIn the insurance business people move to different insurance companies/Agencies for all sorts of reasons (moving, price shopping, death, etc.) It is common in this industryPolicies get cancelled all the time in any agencyWith that note, I am finished responding to this ridiculous complaint
Final Consumer Response /* (2000, 13, 2015/07/09) */