Maggie A. Kleem, DDS

Please accept this as our response to the complainant's most recent objection to our handling of hisclaim.Insurance contracts generally have formal processes for dispute resolutionOur contract specificallymakes available an appraisal processWe've informed the customer of his right to engage in thatprocessAside from that process we consider this matter closed

We had further conversations with the insured directly related to this matterWe wanted to be sureall of the insured's concerns and questions were answered to minimize any additional confusionrelated to the timeline of eventsThe insured and West Bend agree that this matter has beenresolved

Revdex.com:
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
"The Appraisal Process" The agent for West Bend Mutual is referring to in there letter does nothing for the damage to my propertyThey require me to spend money to make them counter me with their own appraisal and have told me that I would then need to take them to court for a judge to ruleThey had an independent report that stated my property had no hail damage before the storm on April 9th or Now there is hail damage and they will only cover the window wraps but not the siding or roof "The Appraisal Process" is there way of making spend money on something that they will reject anyway How is "The Appraisal Process" going to evaluate my property damage before it happened when West Bend Mutual will not accept the evidence that their company already has that states there was not hail damage to the property before the storm"The Appraisal Process" is a scam and a complete waste of money and time when your own report prior to the storm clearly states there was no hail damage before.
Regards,
*** ***

West Bend did issue a policy to the customer on 8/21/effective 8/24/16. The bank closing the loan for the customer required a paid in full homeowners policy and our agent was supposed to initiate an ACH transaction for the payment of the homeowners premium. On 8/22/a payment for a
different account was posted in error to this customer’s account. On 9/22/we discovered this error and informed our agent that we needed to charge the customer at that time. Unfortunately the agent did not contact the customer and the money was withdrawn from the account. On 9/we received the complaint from the Revdex.com. We also received a request from the agent on 9/to remedy this situation as the customer had discussed the situation with the agent. We issued a check to the customer for the amount withdrawn and will bill the amount of the premium over the term of the policyWest Bend has resolved the issue and the customer is satisfied with the outcome

[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. West Bend contacted me by phone an told me that they had mailed out a check to repay the money that they had taken out of my checking account. As of this date I have yet to receive itBut they assured me the check was in the mailThank you so much for all your help. I am so glad that Revdex.com was there .Sincerely
*** ***

Revdex.com:
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
My vehicle had no pre-existing conditions prior to entering the business. The damage occurred while in the possession of *** *** *** ***, and should be covered by West Bend Insurance.
Regards,
*** ***

West Bend (WB) is unable to located this claim in our system so on June we asked the complainant for additional information on this claim. The additional information would help WB look into the complaint, As of today, WB has not heard from the complainant

Revdex.com ID#                11741493 Dear [redacted]This complaint arises out of a claim submitted to West Bend on July 29, 2016 for broken trusses in the attic of the home of Lynda and Wade W[redacted]. As part of West Bend's...

investigation an inspection was completed by a West Bend claims adjuster and an independent structural engineer. The conclusion reached by the engineer states:"The cracked ridge board is a condition that had existed and developed over an extended period of time the ridge board crack because it was improperly supported at elevation changes. As load shifted to the nearby valley rafter, it's weakened condition, due to the presence of the large knot, was exacerbated. A better quality board should’ve been used for the valley rafters. It is our opinion the cracked ridge board and cracked valley rafter are the result of improper construction. Improper construction of the roof rendered it unable to support code required roof loads.”The cause of the damage was not covered by the Homeowners policy. The following policy language applies to the situation:"We do not ensure however for loss due to:wear and tear, marring, deterioration; Settling shrinking bulging or expansion, including resultant cracking, of bulkheads, pavements, patios, footings, foundations, walls, floors, roofs or ceilings;”  The policy also has the following exclusionary language:"We do not insure for loss due to faulty, inadequate or defective: Design, specifications, workmanship, repair, construction, renovation, remodeling, grading, compaction; Materials used in repair, construction, renovation or remodeling." Due to the cause of the damage and the terms of our policy, the claims was not covered under West Bend’s policy.

We have looked into this account and have found that the signed cancellation request was norreceived in our office until 5/ 18/ 15. This account was set up on automatic monthly EFTwithdrawals and since the required documentation to cancel a policy was not received until 5/18/15the automatic EFT...

withdrawal was drafted on 5/15/15. A schedule of future withdrawals wascommunicated to the insured prior to withdrawal.We understand the frustration you have experienced with the changes to your policy that were madeafter the policy was issued. Our policy requires that we insure homes at the full replacement cost sothat you are covered in the event of a loss. After inspection of your home, the results showed thereplacement cost was materially higher than originally submitted by your agent. Thus the reason forthe increase in premium. I have asked our accounting department to compile a detailed breakdownpertaining to your billing questions. This will be in the mail shortly. We appreciate the contact andhope this satisfies your request.

Dear Mr. [redacted].On November I l, 2015, Mr. [redacted] brought his 2010 Chrysler
Town & Country into our insured's store for the purchase and installation
of four new tires. As part of their service, [redacted] checks the
condition of batteries for their customers.[redacted] videos the...

work of their technicians to
verify that they are following the required procedures +e repairing vehicles.
In this instance, the video documents the technician opening the hood on the
vehicle and then setting the support rod located on the passenger side of the
vehicle. The technician then retrieved the battery tester, returns to the
vehicle, and then tests the battery, which is located on the front driver's
side of the vehicle. The technician then picks up the battery tester, returns
it to the and returns the front passenger
side of the vehicle and closes the hood.After the technician completed the tire change, he started
the vehicle to move it to the alignment rack when he noticed there was liquid
coming up on the windshield. Upon inspection, he found that the condenser was
leaking and it appeared to him that there was an ongoing problem with the
hood's safety latch causing damage to the condenser.The video documents that the technician did not do any work
near the damaged condenser, which is located in the front of the engine
compartment in the center of the vehicle. The video also documents that the
technician did not use any hand tools during the period that the hood was open
so the allegation that he left a tool under the hood is unfounded.It is our position of our insured and our company that
the technician did not do improper that have caused the damage to the
condenser and as such, our insured is not responsible for the cost to replace
the condenser.

Attached is West Bend's Response.

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

This will acknowledge receipt of your follow e-mail
regarding Mr. [redacted]'s addition concerns.As we stated
previously, the video documents that the technician did not do any work near
the damaged condenser. In addition, we find nothing to support the allegations
that the employee may have deleted a portion the video or that, our insured's
are covering something up to avoid paying Mr. [redacted].While it is true that the
condenser failed while Mr. [redacted]'s vehicle was in our care, they did not do
anything to cause the failure to occur. It is our insured's position that the
damage to the condenser was pre-existing and that failure just happened to have
occurred while the vehicle was in their shop.

West Bend's response is attached.

Please accept this as our response to the complaint we received on July 9, 2015.THE SILVER LlNING ®On April 29, 2015, we received a claim for hail damage to the complainant's property. Our claimrepresentatives inspected the complainant's camper and home. Hail damage was found on the camper, aswell...

as window wraps and fascia on the home. Subsequently, our payment reflecting the cost of repairsfor the damage covered by the policy, less the deductible, was sent to the complainant.It is our position that additional damage to the roof and siding is not covered by the policy.

The damage to the roof occurred on 7-21-16.  This claim was first reported to West Bend on 8-25-16.  Our insured was hired to prune trees at the claimant’s residence.  The claimant informed the insured that the garage was not in good condition. The insured stated he could do the job...

without going on the roof.    However, the insured stepped on the garage roof and it was in such poor condition his foot went through the decking on the roof. The roof is missing roof covering in several areas on the roof.  Our insured received a bid to repair the hole for $200.   We offered to pay the actual cash value of the replacement of the roof.  The claimant was also given the opportunity to present the claim to his own carrier and they could subrogate us. Unfortunately, the claim value was below his deductible.  Based on the evidence provided, we feel a fair offer has been made and no other offers will be made.

Revdex.com:
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.
Clearly West Bend Mutual is dodging their responsibility to provide the coverage for the premiums they collected from us for 16 years.  Their offer is not fair and they failed to inform us in a timely matter of their opinion (and the coverage they would provide) to mitigate the mold damage.  It was only after I contacted them two weeks after my initial contact did they inform us of their position.  We had an accepted offer to sell the house and had a very limited time frame to correct the mold damage.We seem to be at an impasse with this resolution process through the Revdex.com.  Since it's not economically feasible for us to take legal action, I'll resort to expressing our opinion about how they've treated us on various review sites on the internet.  We may be "sunk" but hopefully many others will read about how we were treated and take their business elsewhere. 
Regards,
Michael [redacted]