Masonry Medic

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

The customer is ignoring their contacts

I am responding to your letter dated February 10,regarding a complaint filed by [redacted] Ms [redacted] is complaining that Bruce L [redacted] from SafeAuto has not responded to her calls oremails, and needs SafeAuto to pay for her rental.This file was assigned to adjuster Zulema F [redacted] for handling Bruce L [redacted] is a customer servicerepresentative and is not able to agree to pay any rental billsI apologize for the lack of responsefrom MrL***, and any correspondence from Ms [redacted] should have been forwarded to theadjuster for handlingMsF [redacted] contacted [redacted] Rental on 2/12/and set up a direct billwith [redacted] SafeAuto is currently awaiting the [redacted] bill for payment.We regret Ms***'s initial dissatisfaction with her claim and apologize for any delaysthroughout the process.If I can answer any other questions, please don't hesitate to call or email me

I am responding to your email regarding a complaint filed by Mr [redacted] Chronology:On 06/02/2015, Mr [redacted] reported that he had been involved in an accident on thisdate with one or our policyholders and a claim file was set up.On 06/03/2015, Mr [redacted] was contacted and a statement was taken concerning thedetails of the accident and his damagesHis injury claim was reassigned to DougR [redacted] o On 06/09/2015, MrR [redacted] contacted Mr [redacted] and obtained informationcocerning his injuries and treatment.On 06/15/2015, the claim file was reviewed and reassigned to a Casualty Adjuster toreview the medical documents and conclude the injury claim with Mr [redacted] .On 06/29/2015, MsJaime S***, [redacted] contacted Mr [redacted] and went overthe information that was in the claim fileIt was determined additional information wasneeded and a Medical Authorization was sent to Mr [redacted] He was asked to list allmedical providers he had seen as a result of the accident so we could order the medicalbills and records.On [redacted] 5, Mr [redacted] sent an email asking if we received his fax and paperworkMs [redacted] replied that we had and we were still waiting on his MedicalAuthorization form so we could order all of his bills and records.As of this date Mr [redacted] has not submitted to us the Medical Authorization form with thenames and addresses of his medical providersOnce Mr [redacted] provides us with thatinformation, we can proceed with the evaluation of his injury claim.If I can answer any other questions, please don't hesitate to call or email me.Sincerely,Diana BG [redacted] Phone: ###-###-####Fax: ###-###-####

I am responding to your letter dated February 3,regarding a complaint filed by [redacted] ***Ms [redacted] stated that she needs her vehicle repaired as soon as possible.On January 20,2016, [redacted] contacted SafeAuto and stated that she had beenin an accident and a claim was filedThe claim was assigned to Dustin S [redacted] forhandling.On January 21,2016, MrS [redacted] contacted Ms [redacted] for a statement and left amessage requesting a return call.On January 29,2016, I personally received a voicemail that Ms [redacted] had left me afterhours on 01/28/forwarded that message to MrS [redacted] and requested he contactMs [redacted] as a statement was still neededMrS [redacted] attempted to contact Ms***and left a message requesting a call back.On February 1,2016, MrS [redacted] spoke with Ms [redacted] and a statement was obtained.At that time, MrS [redacted] set up a field inspection so an estimate could be written on Ms.***'s vehicle.On February 3,2016, MrS [redacted] attempted to reach Ms [redacted] to get her body shopinformation so payment can be issued once the estimate is completeMrS [redacted] left amessage for a return call.On February 4,2016, MrS [redacted] received a call from Ms [redacted] and she provided himwith the body shop's informationHe respectfully told her that he was currently waitingfor the estimate to be completed and will contact her once it is done

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me Regards, Angela T***I am expecting more days to be added to my use of the rental.I was advised to consider taking the additional days added to my rental usage.Why was I transferred to another adjuster and then receive a phone message from Nick S [redacted] , again?How can I receive an estimate of my vehicle *** Caravan? All the questions I have or have asked have NOT been answered! When can I get this ugly unprofessional matter resolved?

I am following up with a response to your letter dated 09/12/regarding a complaint filed by [redacted] Chronology: On 07/28/2016, the claim was reported by [redacted] that the additional driver in the insured vehicle rear ended the complaintThe claim was assigned to Brendon H*** On 08/08/2016, the adjuster MrH [redacted] spoke to the third party vehicle owner [redacted] Mr[redacted] advised that the claimant damages would be handled through his carrier [redacted] On 08/19/2016, MrH [redacted] spoke to Mr [redacted] regarding diminished value on his vehicleMrH [redacted] advised Mr [redacted] to submit a copy of the diminished value report from a dealership for reviewOn 09/08/2016, I received an email from Mr [redacted] and advised MrH [redacted] to return a callOn 09/13/2016, I spoke to Mr [redacted] regarding diminished valueI advised we have received the diminished value request of $3,and I would review itOn 09/14/2016, I called Mr [redacted] and left a message regarding diminished value on his vehicleMr [redacted] called back and I advised we can offer $for diminished value on his vehicle based on our reviewWe received the documentation which was a survey of vehicles and then a 15% reduction in valueUpon our research, we could not find any statute or case law showing that we owe diminished value in TexasIf this evidence is presented we will review it furtherWhile we felt we do not owe anything additional, in an attempt to settle the claim amicably, we have made a fair offer of $which is based upon claims we have settled n the pastMr [redacted] did not accept this offer and counter offered $1,to settle the diminished value requestI called Mr [redacted] and advised we could offer $for diminished valueMr [redacted] did not accept this offerIf I can answer any other questions, please don’t hesitate to call or email meSincerely, Justin F*

I am responding to your letter dated 10/06/regarding a complaint filed by [redacted] in regards to receiving a non-sufficient funds fee.? On 09/14/2015, Ms [redacted] made a check payment through our websiteUnfortunately, the check was returned from the bank due to an invalid routing or account numberThe account could not be located.? On 09/18/2015, a letter was sent to Ms [redacted] requesting a response within two (2) days from the time the letter is received to provide us with the correct account and/or routing number for this paymentWe do not take action for days to allow the customer time to provide the necessary information.? On 09/29/2015, we had not received any response from Ms [redacted] Therefore, the payment was considered as non-sufficient as we could not obtain the fundsThe policy was then set up for cancellation effective 10/09/and the fee was applied to her policy.We apologize for any inconvenience this may have caused Ms [redacted] The policy is still able to be reinstated if a payment is made within the next daysAs a courtesy, we will remove the fee.If I can answer any other questions, please don’t hesitate to call or email me.Sincerely,Casey M [redacted]

This company is nothing but lies in there complaint Regards, [redacted] ***

I am responding to your letter regarding a complaint filed by [redacted] in regards to an increase and refundOn 03/11/2016, Ms [redacted] started an insurance policy with our company on our websiteShe did not disclose any violations or accidentsThis resulting in a quoted amount of $ for six monthsLater that day, we received the Motor Vehicle ReportWhen the violations and accidents were applied to the policy, the six month premium went to $On 03/14/2016, Ms [redacted] spoke with supervisor, KelleyKelley explained the uprate due to violations/accidents and Ms [redacted] requested to cancel the policyShe was advised to send the cancellation in writing and of the 90% pro rata cancellationThere is a loss payee on the policy, so the policy was cancelled days from the date the cancellation was processedThe policy is set to cancel on 03/30/Due to the days of coverage and pro rata cancellation, this will result in a balance owed of $If I can answer any other questions, please don’t hesitate to call or email meSincerely,Contact Center ManagerPhone: ###-###-####Fax: ###-###-####Email: [email protected]

I am responding to your letter dated 11/16/regarding a complaint filed by [redacted] *[redacted] Mr [redacted] is requesting to be paid additional money to purchase a damagewaiver through Enterprise Rent-A-Car.As previously discussed with Mr [redacted] , unfortunately the damage waiver is an optionalcoverage and therefore would not be coveredThe coverage would include the base rate of arental vehicle for alternate transportation and the applicable taxes which has already beensupplied via a direct bill with Enterprise Rent-A-Car.Please feel free to contact me with any additional questions.Sincerely,Christopher H***Claims SupervisorPhone: ###-###-####Fax: ###-###-####Email: [redacted] SafeAuto Easton Oval I Columbus, Ohio Phone: ###-###-####www.safeauto.com

Mr [redacted] started a policy on the Safe Auto website on 04/20/The application was submitted and rated on the information provided by Mr***On the application, Mr [redacted] had advised of three (3) violationsBased on that information, Mr [redacted] was deemed an acceptable risk per Safe Auto’s underwriting guidelines.When the Motor Vehicle Report and CLUE reports were received on 04/23/2018, there were additional violations/accidents listed on those reports that changed the number of insurance violation points assessed to Mr***Based on the additional information that Mr [redacted] did not disclosed he is no longer eligible for coverage per Safe Auto’s underwriting guidelines.Mr [redacted] contacted Safe Auto after the reports had returned and the policy had been updatedThe policy management system had automatically set a flat cancellation on the policy and the Underwriting team had not had time to review the policy and remove the flat cancellationThe information that Mr [redacted] was given was not complete and could have led to the misunderstandingThe policy for Mr [redacted] was reinstated with no lapse in coverage and set for a future-dated cancellation based on his ineligibilityThe updated information was sent to him by his preferred notification method of email.Given the above, if Mr [redacted] would like to have the policy cancelled as of the inception date as he was previously instructed had already taken place, we would be able to provide him with a full refund of his down payment and application fee as he has requestedIf Mr [redacted] instead would like to maintain the Safe Auto policy until the updated cancellation date of 05/06/2018, he is welcome to do soThis would allow him to maintain coverage during that time while shopping for another carrier.I have attempted to contact Mr [redacted] to answer his questions and reach a resolution via phone as well as by email on how he would like us to proceed with his policy but have not heard back from himOnce we hear from Mr [redacted] we can process the appropriate changes to his policy.Sincerely,Maria B***Customer Contact Center ManagerSafe Auto Insurance Company

src="data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAAFgAAAAnCAMAAAC8P38SAAAAAXNSR...⇄ hspace="12">Dear [redacted] , This letter acknowledges receipt of your correspondence concerning [redacted] , your ID number is [redacted] The claim was initially under investigation due the date of loss being reported within proximity to the policy inceptionThrough our investigation, we determined that the coverage was in force at the time of this incident A rental was afforded to the insured on 9/5/17, immediately upon finishing our investigation On 9/7/2017, SafeAuto received the completed estimate on [redacted] vehicleThat same day, we attempted to contact [redacted] twice to discuss the repair procedure and obtain his shop information, but was not able to contact himWe attempted contact again on 9/9/for the same information and received no answer We reached out again to [redacted] on 9/11/and left a message that we were ending the rental authorization as he had not provided us with the name of a repair shops for the repair process to begin [redacted] called back later that day, but he did not provide any repair shop Additionally, SafeAuto explained the repair process to [redacted] and emailed him a copy of the repair estimate On 9/19/17, we received a supplement from [redacted] center regarding the repairs and dispatched an appraiser to reviewOn 9/21/17, we reached out to [redacted] to discuss the claim status, he did not answerOn 9/22/17, we reached out to [redacted] and confirmed that the shop in use would be [redacted] Center and extended the rental coverage to 9/to make the rental current Sincerely, Brett F [redacted] Claims Supervisor Safe Auto Insurance Company ###-###-#### Email: [redacted]

THERE WAS MORE DAMAGE WHEN WE TOOK IT TO THE BODY SHOP , THE RADIATOR IS BUSTED AND THEY DID NOT PUT THAT ON THE ESTIMATEIT IS STILL IN THE BODY SHOP WAITING FOR SAFE AUTO TO SEND SOMEONE BACK OUT TO INSPECT IT ONE MORE TIME, THEY STILL HAVE NOT DONE THAT I HAVE NOT HAD MY CAR SINCE OCT 12TH , IT'S GETTING HARD TO FIND A RIDE TO WORK EVERYDAY I WANT THIS MATTER RESOLVED QUICKLY DAMAGES PAID FOR ASAP Regards, [redacted] ***

I am writing in response to the letter dated April 30, regarding a follrequest that [redacted] submittedWe are sorry to learn that he was not satisfied with the handling of this claim and appreciate the opportunity to address his concerns.As stated in our previous response SafeAuto was aware of the estimate for $that [redacted] submitted for reviewAn appraiser for SafeAuto wrote an initial estimate for $The estimate that our appraiser wrote is the estimate that we will be using throughout the repair processIf [redacted] body shop of choice believes that a supplement needs to be submitted once they start the repairs then they can follow the supplement process that is listed at the top of the estimateAt this time, Safe Auto Insurance Company has made payment for the damages to [redacted] ***’s vehicle and attempted to resolve his claimIf I can answer any other questions, please don’t hesitate to call or email me.Sincerely,Sean D***Safe Auto Insurance Company

Hello,On the above referenced complaint, I would like to withdraw my complaintThe company called me this morning and told me they would be sending me allof my money backThank you so much for your help! [redacted] ***

This letter will acknowledge your May 30, correspondence concerning [redacted] Mr [redacted] has two insured vehicles with Safe Auto Insurance that were both damaged by hail on 3/22/ Both vehicles are [redacted] Journeys We had an independent appraisal firm inspect these vehicles The first vehicle, [redacted] Journey, has been repaired The second vehicle, [redacted] Journey is at the repair facility There was an initial repair estimate written on 3/23/for $ There was also a supplement written on this vehicle on 5/15/for $dollars that brought the repair figure up to $ I was made aware of an issue with this vehicle’s repair when we received the complaint I contacted the shop, [redacted] , [redacted] ***, [redacted] *** They provided me additional photos of this vehicle and also a supplement for $ I reviewed the photos and their estimate This shop specializes in Paintless Dent Repair There were panels with hail damage that were not on our estimate There was also a request for additional time to repair the roof of the vehicle above what was previously appraised After my review of the information provided I again contacted the shop I made them an offer to add the missed panels repairs and increase the amount originally allowed for roof repairs so we can resolve the repair issues with this shop The shop agreed to my offer The new repair figure for this vehicle is $ I contacted the claim handler for this loss and asked that we send [redacted] a check for the supplemental amount agreed to by [redacted] and Safe Auto Insurance That check has been issued for $ The shop said they were going to contact the insured and move forward with the repairs I contacted the shop again today and confirmed that the check has been issued Three checks have now been issued for the repair of this vehicle totaling $ The insured carries a $comprehensive deductible This adds up to the $repair cost I also called the insured’s home number I was not able to reach them but I did leave a voice mail message detailing the agreement reached with [redacted] I also advised them to contact their claim representative should there be any additional issues regarding the repair of this vehicle [redacted] Safe Auto Insurance Physical Damage Supervisor [redacted] ***

Dear ** [redacted] : I am responding to your letter dated 09/18/regarding a complaint filed by [redacted] *** in regards to the payment amount and the poor service she received from our company? On 06/14/2015, ** [redacted] policy cancelled for non-paymentA payment was mailed in and received on 06/15/It was post-marked on 06/11/and applied effective 06/12/Therefore, there was no lapse in coverageOnce the payment was applied, our system generated a credit of $? On 06/16/2015, a notice of payment due went out in the amount of $The system caught the credit and added the $back to the policyThe renewal offer was sent with an amount due of $? ** [redacted] made several calls into our service department and was given incorrect information regarding her billingShe was told she could pay $Therefore, we have honored the information she was given and applied the $payment as of 08/20/** [redacted] has had no lapse in coverage and her SRis current with the stateWe sincerely apologize for the service that she received when speaking with our service departmentWe are taking necessary actions with each individual that she spoke with to ensure that this doesn’t happen againUnfortunately, we are not able to refund the $payment that ** [redacted] sent in as she has an active policy and it’s gone towards her premiumOn 09/23/2015, I called and left a voicemail for ** [redacted] to personally apologize for the service she received and advice of the outcomeIf I can answer any other questions, please don’t hesitate to call or email meSafeAuto | [redacted] , Ohio *** | Phone: ###-###-#### www.safeauto.com Page Sincerely, Casey M*** Customer Contact Center Manager

I am responding to your letter dated 10/29/regarding a complaint filed by [redacted] in regards to her policy.*On 02/24/2015, Ms [redacted] started a policy with SafeAutoAt that time, she was setup on a two pay planTherefore, she paid for three months at a time.*Ms [redacted] called on 05/08/to get her payment information and at that time sheasked to change her pay plan to monthlyThe representative advised the payment wasdue no later than 05/23/and advised Ms [redacted] to call back on Monday.*On 05/21/2015, Ms [redacted] called to change her pay planShe was advised that wecannot change a pay plan in the middle of a six month termThe representativeapologized that Ms [redacted] was given incorrect information on the prior call aboutchanging the pay planAgain, Ms [redacted] was advised that her policy would cancel on05/24/Ms [redacted] acknowledged the cancel date and stated that she was going togo elsewhere, as she didn't like being told wrong information.*On 06/05/at 10:20PM, Ms [redacted] called and started a new policy after she wasinvolved in an accident.In further review, Ms [redacted] 's license were suspended due to being uninsured during thetime of an accidentWe were not able to complete an Indiana Certificate of Compliance tovalidate insurance for the time of the accident as she was not insured with our company at thattimeThis resulted in a fine and suspensionTherefore, we will not be able to honor her requestfor reimbursement.If I can answer any other questions, please don't hesitate to call or email me.Sincerely,Casey M [redacted] Phone: ###-###-####Fax: ###-###-####

I am responding to your letter dated 12/28/regarding a complaint filed by [redacted] ***.Ms [redacted] requested Safe Auto Insurance Company pay the above referenced loss in full.On 12/28/2015, Ms***'s concerns were addressed and full payment was madeIf I cananswer any other questions, please do not hesitate to call or email me.\Sincerely,