Masonry Medic

I would like the recorded phone calls that are attached to my account.  It took 2 weeks for me to get a hold of a supervisor to have a issue resolved that should have never happened. Very poor customer service from reps as well as supervisor. Reps refused to give i.d. numbers as well. If I the customer need to file for a court order for these calls please advise me of this as I am getting the run around.
Regards,
[redacted]

I am responding to your letter dated 5/9/2016 regarding a complaint filed by [redacted]. Chronology: On 02/23/2016, this loss was assigned to adjuster Drew C[redacted] and Mr. C[redacted] attempted to contact the involved parties at their listed phone numbers. Mr. C[redacted] reached [redacted] who...

indicated she was a minor. Mr. C[redacted] advised Ms. [redacted] he would need permission from her parent/guardian before taking any statement from her and subsequently attempted to contact her father with no answer.  On 02/23/2016, Mr. C[redacted] obtained the permission to take a statement from Ms. [redacted]. Mr. C[redacted] spoke with Ms. [redacted] and took a statement regarding the facts of loss.  On 03/07/2016, Mr. C[redacted] obtained a statement from [redacted] who was operating [redacted]’s vehicle and obtained a statement regarding the facts of loss.  On 03/08/2016, Mr. C[redacted] reviewed the claim and noted that liability is disputed between the parties involved. Mr. C[redacted] determined that photos of the damage to the vehicles would be necessary to help resolve the pending liability decision.  On 05/03/2016, Mr. C[redacted] noted that all applicable information had been received and that the third party driver [redacted] had not responded to any of his contact attempts for a statement. Mr. C[redacted] made the decision based on the information received that Ms. [redacted] was not liable for the damage to Mr. [redacted]’ vehicle and accepted 20% liability for the damage caused to the vehicle operated by Ms. [redacted] (owned by Ms. [redacted]).  On 05/05/2016, Mr. [redacted] called and provided a statement regarding the facts of loss. Mr. C[redacted] determined that the facts of loss provided did not have any additional effect on the original decision.  Per the information received, Ms. [redacted] established and completed occupied the lane in front of Mr. [redacted] prior to this loss occurring. Ms. [redacted] was the operator of the vehicle in the front of this three vehicle accident. Mr. C[redacted] determination was that Ms. [redacted] was able to establish herself completely in the lane of travel and Ms. [redacted] was also able to stop without striking Ms. [redacted]. Ms. [redacted] indicated that some time passed after the lane change prior to her being struck by Mr. [redacted].  As Ms. [redacted] did indicate that a lane change did occur, Mr. C[redacted] assessed her to be 20% liable for the damages. As Mr. [redacted] failed to stop in time and struck the rear of Ms. [redacted], Mr. Cr[redacted] determined he would hold the majority of the liability at 80%.  An estimate was written for Ms. [redacted]’ vehicle and Mr. C[redacted] issued payment for 20% of the damages ($239.98) on 05/03/2016.  If I can answer any other questions, please don’t hesitate to call or email me.  Sincerely,  Christopher H[redacted]

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. thk you for all your help in this matter I have received a chec  from there corprate office today for the full amount
Regards,
[redacted]

I am responding to your letter dated 3/29/2018 regarding a complaint filed by [redacted]. Ms. [redacted] complained about the handling of her claim. Ms. [redacted] complained that she was provided an estimate for the unrelated damages. Chronology:On 3/24/2018, SafeAuto insured [redacted] reported...

the claim. The claim was assigned to adjuster Zulema F[redacted].On 3/26/2018, Ms. F[redacted] contacted Ms. [redacted] by phone. Ms. [redacted] explained her vehicle was parked at a ball field and when she returned to the vehicle she discovered the damages. Ms. [redacted] advised it appeared the vehicle was backed into. Ms. F[redacted] setup an assignment for Ms. [redacted] to complete the OnSource Photo Application for an estimate to be written for her vehicle. On 3/27/2018, appraiser Robert B[redacted] wrote an estimate for the damage to Ms. [redacted]’s vehicle. Mr. B[redacted] determined the vehicle had unrelated damage from another accident. Mr. B[redacted] contacted Ms. [redacted] and reviewed the estimate with her in detail. Ms. [redacted] confirmed that the other damage on the vehicle was pre-existing damage. That same day, Mr. B[redacted] issued payment to Ms. [redacted]. On 3/28/2018, adjuster Patricia L** spoke to Ms. [redacted]. She explained her vehicle had unrelated damage to the vehicle and would need to file a separate claim if she wanted this repaired. Ms. L** also explained the supplement process, in case Ms. [redacted]’s vehicle had additional damage that was related to this accident. That same day, Ms. F[redacted] attempted to reach Ms. [redacted] by phone, she left a message for a return call. On 3/29/2018, Ms. F[redacted] spoke to Ms. [redacted]. Ms. [redacted] claimed that the estimate amount was not enough to repair her vehicle. Ms. F[redacted] explained the supplement process to Ms. [redacted]. On 4/2/2018, Ms. [redacted]’s repair shop submitted a supplement request for additional damage to her vehicle. That same day, appraiser Rick M[redacted] wrote a supplemental estimate for Ms. [redacted]’s vehicle. Mr. M[redacted] contacted the shop and reviewed the items that were not approved on the supplement. The shop agreed the damage was not related to the claim. That same day, Ms. [redacted] spoke to adjuster Michael L[redacted] and requested a rental vehicle. Mr. L[redacted] setup a rental reservation for Ms. [redacted]. On 4/3/2018, Ms. F[redacted] spoke to Ms. [redacted]. Ms. [redacted] said she did not want to take her vehicle to the shop for repairs since SafeAuto did not approve all the requested items from the shop. That same day, Mr. M[redacted] spoke to Ms. [redacted] and explained the reasoning for the items not being approved on the supplement. At this time, Ms. F[redacted] is attempting to obtain a W-9 from the repair shop for their tax information. Once received, she will issue the supplement payment to the repair shop. If the shop finds any additional related damage to the vehicle, they can request another supplement and SafeAuto will review it. If I can answer any other questions, please don’t hesitate to call or email me.Sincerely,Stephanie V[redacted]Claims SupervisorPhone: ###-###-####Fax: ###-###-####

This letter acknowledges receipt of your correspondence regarding the concerns of [redacted], ID number [redacted].   A policy was started by [redacted] on 09/21/2017 at 10:44 AM EST. At that time, Ms. [redacted] was quoted a six-month premium and monthly payment based on the information...

available at the time. At the time of pre-issue of the policy, the rating factors that determine the premium applicable to Ms. [redacted] were not operational. Once the policy was issued, the factors were back online and the policy was rated with a slight difference in price. The difference in the rating factors did cause the monthly rate to increase by $8.   This change has been reviewed by our Quality Control and Product Teams. Once the reason for the increase was discovered, a supervisor worked towards a solution for Ms. [redacted]. The difference in the monthly rate currently charged and the rate originally quoted will be waived during the first six months of the policy. Upon renewal, Ms. [redacted] will be responsible for the rate that applies at that time.   We do apologize for any confusion and misgivings that this has caused for Ms. [redacted]. We hope that Ms. [redacted]’s concerns have been addressed and that any further questions she may have be brought to us.   If you have any questions, please feel free to contact me.  Sincerely,  Karla M[redacted] Customer Contact Center Supervisor Phone: ###-###-####, ext. [redacted] Fax: ###-###-#### Email: [email protected]

We have received the request for additional explanation for our offer dated 9/30/1 6 forComplaint No. [redacted]. Every claim is evaluated on an individual basis. In an effort toresolve Mr. [redacted]'s claim, SafeAuto extended a fair and reasonable offer to settle. This offerwas rejected. SafeAuto's position is that Texas law does not require payment of diminishedvalue to third parties. In an effort to resolve this particular claim for Mr. [redacted], however,SafeAuto's offer to settle at $250 remains open.SafeAuto uses various methods of determining diminished value which are used as a guide forthe adjuster during his or her negotiations with third-party claimants. I have reviewed with ourcounsel and those methods used are proprietary in nature and therefore will not be disclosed.If I can answer any other questions, please don't hesitate to call or email me.Sincerely,Justin F[redacted]

Dear Ms. [redacted]:I am responding to your letter dated 1/5/2015 regardig a complaint filed by ** [redacted]regarding to contact and handling of the above referenced claim.Chronology:* On 12/15/2015, this claim was reported to SafeAuto by [redacted] The claim wasassigned to adjuster...

Ciera F[redacted] who determined that there was a coverage issue ofunlisted driver.0 On 12/18/2015, Ms. [redacted] Attempted to call our insured Jennifer [redacted] and the driverof our vehicle [redacted], a message was left for a return call. Ms. [redacted] thenattempted to call [redacted] the driver of the other vehicle and left a message forher. Ms. [redacted] then reviewed the police report which confirmed the date of loss and factsas listed.On 1/5/2016, Ms. [redacted] returned a call to [redacted] at [redacted] who had requested astatus, it was noted that the office was closed.0 On 1/6/2015, Ms. [redacted] left another message for Ms. [redacted] to call her back. It wasnoted that a new number for the unlisted driver [redacted] had been obtained and astatement was obtained from him. Mr. [redacted] confirmed he rear ended the[redacted]'svehicle. It was noted that he was a permissive user of the insured vehicle.0 On 1/7/2015, I spoke with Mr. [redacted], it was noted that we can set up an appraisal ontheir vehicle but we are still investigating the claim. Mr.[redacted] confirmed he hadcollision coverage and would pursue that while the claim was being investigated bySafeAuto.On 111 112015, Ms. [redacted] attempted to call Ms. [redacted] again and left a message for areturn call as well as sending contact letters and an email.Based on a review of the file it does appear that there was not appropriate contact to partiesinvolved in this loss which has created delays. As of this date the V[redacted]s are proceedingthrough their own collision coverage and we are awaiting subrogation fiom their carrier. In theinterim we will be attempting to contact our insured Ms. [redacted] to verify the details of vehicleusage provided by Mr. [redacted] If Ms. [redacted] does not respond, or responds with informationconsistent with what we have, we will be in a position to extend coverage.If I can answer any other questions, please don't hesitate to call or email me.Sincerely,Michael M[redacted]

This letter acknowledges receipt of your correspondence regarding the concerns of [redacted], ID number [redacted].  On March 2, 2015, Ms. [redacted] started an insurance policy with SafeAuto.  The policy cancelled for non-payment on July 2, 2015. The policy covered a 1993 Toyota...

Tercel with liability coverage. Our company offers state minimum limits of liability that keeps you legal to drive. We do go over our limits when a policy is started.  In June, Ms. [redacted] was involved in an accident. She was driving a vehicle that was not covered on her policy.  We regret the situation that Ms. [redacted] has experienced. Unfortunately, we will not be able to accommodate her request for a refund. We have provided insurance coverage on the insured vehicle.  As for her license, we filed a certificate of compliance as requested on July 15, 2015. If there is something more she is needing for the Bureau of Motor Vehicles (BMV), please let us know.   If you have any questions, please feel free to contact me.  Sincerely, Casey M[redacted]

Please see our attached 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 reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards, [redacted]

I'm considering filing a police report on her for a hit and run.

I did responded

I reviewed the response made by the business in reference to complaint ID [redacted] and find the resolution is satisfactory to me.
Regards, [redacted]

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]

Their response to your office was; they were waiting for bank statement.They received my bank statement and still claim they never received. I sentthem proof of sending and them returning payment. I am also in touch with mybank and faxed safe auto their letter of payment and refund.Still no resolution.Thank you in your continuing follow up.[redacted]I FAXED OVER THE PROPER DOCUMENTS TO THE FAX YOU PROVIDED.  THANK YOU

I am responding to your letter dated December 2nd, 2015 regarding a complaint filed by [redacted]. Mr. [redacted] stated that he has been having difficulty getting in contact with the adjuster andrequested a prompt response from the adjuster regarding this matter. In addition, Mr. [redacted] wouldlike to have his...

vehicle repaired in a quick and hassle free manner.On October 14,2015, SafeAuto received a call from Mr. [redacted] in which he stated that theinsured, [redacted], had struck his parked and unoccupied vehicle. At that time a claimwas created and Dustin S[redacted] was assigned to the claim for handling.On October 26,2015, Mr. S[redacted] attempted to contact Ms. [redacted] for a statement. Mr.S[redacted] noted that it was very difficult to hear the insured and that he would call Ms.[redacted] back the foiiowing day.On October 27,2015, Mr. S[redacted] spoke with Mr. [redacted] and obtained a statementregarding the facts of loss.On October 30,2015, Mr. S[redacted] attempted contact with the insured and left a messagerequesting a cal! back.On November 5, 2015, I personally received a voicemail from Mr. [redacted] requesting a callback regarding status. At that time I forwarded the message to Mr. S[redacted] for followup. Mr. S[redacted] attempted contact with the insured and left a message requesting a cailback. Mr. S[redacted] also attempted to return Mr. [redacted]'s call and left him a messagerespectfully telling Mr. [redacted] that he was still needing a statement from the insured inorder to finalize liability. Mr. S[redacted] also requested Mr. [redacted] forward him a copy ofthe police report to assist him with the liability investigation.On November 9, 2015, Mr. S[redacted] attempted to contact the insured and left a messagerequesting a return call.OnNovember 12, 2015, Mr. S[redacted] attempted to contact the insured and left a messagerequesting a return call.On November 17,2015, Mr. S[redacted] attempted to contact the insured and left a messagerequesting a return call. I personally received a voicemail fiom Mr. [redacted] in which hestated that he was having difficulty getting in contact with Mr. S[redacted]. I forwarded thatmessage to Mr. S[redacted] and requested the he contact Mr. [redacted] to update him regardingthe status of the claim.On November 20, 2015, Mr. S[redacted] attempted to contact the insured and left a messagerequesting a return call.On November 24, 2015, Mr. S[redacted] sent an email to the insured requesting that shecontact him for a statement.On December 3, 2015, Mr. S[redacted] attempted to contact the insured and left a messagerequesting a return call. Mr. S[redacted] also spoke with Mr. [redacted] and requested a copy ofthe police report. At that time, Mr. [redacted] stated that he would be emailing and faxing acopy of the police report to Mr. S[redacted].On December 4, 2015, Mr. S[redacted] received a copy of the police report. I personallyreviewed the police report with Mr. S[redacted] and we noted the file that liability appearedto be adverse to our insured based on that police report. Mr. S[redacted] then contacted Mr.[redacted] and respectfully told him that liability had been finalized and that he would betaking care of the damage to Mr. [redacted]'s vehicle. Mr. [redacted] stated that he already had anestimate completed by [redacted] Body Shop. Mr. S[redacted] then contacted [redacted] Body Shopto have them submit the estimate with photos to SafeAuto for review.On December 7,2015, Mr. S[redacted] followed up with the body shop and confirmed thatan estimate and photos were taken and sent to SafeAuto for review. I personallyconfirmed that an appraiser bas been assigned to review that estimate and a review willbe completed shortly.At this time Mr. S[redacted] is awaiting the review of the estimate. Mr. S[redacted] will be able toissue payment to Mr. [redacted] once that review is complete. We regret Mr. [redacted]'s initialdissatisfaction with his claim and apologize for any delays throughout the process.If I can assist with any other questions, please don't hesitate to call or email me.Sincerely,

I am responding to your letter dated 3/3/2017 regarding a complaint filed by [redacted] regarding the handling/delays in his claim.   In regards to this incident SafeAuto determined that our driver was 80% liable for the damages sustained.  Ms. [redacted] agreed to this...

settlement on 1/26/2017.  On 2/16/2017 all appropriate total loss paperwork was returned and a check for the settlement of the claim in the amount of $5784 was issued.  As of this date it does appear that Ms. [redacted] has received this check as it is showing it has cleared her account.   Sincerely,   Michael M[redacted]

I would like the full refund. I cancelled the same day, nowhere in the paperwork or when I signed up disclosed that I would be assessed a cancellation fee, it will be 2 weeks before I receive my money back from this company. I am not satisfied with nothing about this.

I am writing in response to the letter dated May 25, 2017 regarding a complaint that [redacted] submitted. We are sorry to learn that [redacted] was not satisfied with the handling of this claim and appreciate the opportunity to address [redacted] concerns. Claim chronology:   The...

incident occurred on March 24,2017, and the claim was reported to our office on Friday April 7, 2017 after business hours by Ms. C[redacted] insurance company, then assigned to our adjuster Ms. Ryan G[redacted] the following Monday, April 10, 2017.             On April 10, 2017 Ms. G[redacted] called and obtained a statement from Ms. C[redacted] regarding the accident and set up to have the damages to Ms. C[redacted] vehicle appraised. At this time Ms. G[redacted] informed Ms. C[redacted] that we had not accepted liability as we had not confirmed the facts of loss with our insured.   On April 12, 2017, our appraiser Mr. S[redacted] completed the estimate of the damages to Ms. C[redacted] vehicle, and called Ms. C[redacted] and went over said estimate. Ms.C[redacted] was again informed that we were not able to move forward until liability accepted. This same day, Ms. G[redacted] attempted a second contact attempt with our insured and left a message and sent a letter and email to our insured.   On April 20, 2017, Ms. G[redacted] again called our insured, and was able to take a statement regarding the loss. Ms. G[redacted] determined our insured was liable for the loss.   On April 21,2017, Ms. G[redacted] issued payment to Ms. C[redacted] and her shop of choice for her damages.   On May 31,2017. In response to this complaint, requested that the current check be stop paid for Ms.C[redacted] and that  new check be requested to her directly for her damages per her request. As soon as the stop pay is complete, the new check will be issued to Ms. C[redacted].     We regret the dissatisfaction with this claim and apologize for any delays throughout the process. At this time, Safe Auto Insurance Company has taken all steps to indemnify the Ms. C[redacted]. Should there be any additional supplemental damages or new information regarding this claim, it would be handled in a timely manner.   Sincerely,   Brett F[redacted] Safe Auto Insurance Company Phone: ###-###-#### Fax: ###-###-####    Email: [redacted]