Masonry Medic

1) According to the chronology provided by Stephanie V***, On 7/17/"Mr*** stated that he was backing out of a parking space and was struck by Mr***." "That same day, MrB*** spoke to Mr***, he stated that was backing out of a parking space and struck Mr***’s vehicle."This indicates that all parties seem to agree that my vehicle was struck by Mr***, thus one would expect for his insurance (Safe Auto) to accept 100% of the liability. 2) Since I finally got a phone call last week and they have only accepted 50% liability, I reached out to my witnesses (which should not be needed per item #1) and received the attached witness statement Thus I would like to keep this complaint open until to ensure a proper response time by SafeAuto, while I continue with negotiations.3)Since opening this complaint, my request was to receive an apology and compensation for wasting my time It appears that by providing the chronology, SafeAuto is somehow trying to justify the time it took to ignore me. 3a) while this may be somewhat justifiable without context, the voicemails of all employees I attempted to contact each said that if the call is received by pm of that day then it will be returned that day, otherwise it will be the next business day Thus a delay of any more than a day would be considered unacceptable to me. 3b) Granted I did not give miss V*** much time to respond, Michael N*** had more than day, in fact it was more than a week before returning my messages When we finally spoke there was no apology I expected that I would not be offered compensation, but at the very least I should have gotten an apology Now I had to spend even more of my time and others (witness) to prove my innocence 4) The estimate the claim is a joke It is based on photos alone They didnt even bother to send someone out and made me do the work for them Again with no compensation In addition I have reason to believe that the information I provide on their ap was sold to a third party (granted it was probably part of the terms) The estimate I got from a real auto body shop was double what SafeAutos Lowball offer was.This entire situation has been extremely annoying I am trying to move on with my life (currently afraid to back out of parking spaces due to fear of other oblivious drivers, so I don't have to deal with this crap again) Then the only way I get a response is to contact the Revdex.com and department of insurance Only to have SafeAuto blame me for 50% of the incident, and try to lowball me into an amount less than the damage caused All of this with any form of compensation or so much as an apology I would be willing to be that everyone else involved in this dispute is being payed for their time, yet here I am at least hours deep with an offer to get my insurance involved (to raise my rates) and offer me next to nothing.The above statements are pretty much the definition of Unacceptable.All I wanted was to be treated fairly Now I would like compensation (for me and my witness) and I feel SafeAuto should receive disciplinary action.I should be respected as much as anybody and I should not have to fight this hard, especially for such a small amount

This letter acknowledges receipt of your correspondence regarding the concerns of *** ***,ID number ***.A policy was started on our website by *** *** on 07/13/at 6:PM ESTThe premiumquoted to her at that time was based on information that she had provided on the application
Atthat time, Ms*** also elected to have her documentation sent to her via emailWhen the MotorVehicle Report was received, there were violations for Ms*** that were not listed on the originalapplicationThese additional violations did result in an increase to the six-month premiumMs.*** received an email notification about the changes to her policyBecause of the changes to thepremium, the amount paid for the down payment on 07/13/was no longer enough to cover thefull 30-day periodA bill notice with the adjusted amount due was sent on 07/17/This wasfollowed up by a notice of cancellation on 07/26/with a cancellation date of 08/07/2017.Ms*** has made her payment in full before the date on the cancellation notice so her policyremains activeMs*** will be sent her next monthly bill and since she made the last payment infull, her billing will be back on its 30-day cycle.We do apologize that the service that Ms*** received when she called to inquire about herbilling was not satisfactoryWe are in the process of reviewing those calls for training purposes andwill address any issues that are observed to ensure that all customers are given sound customerservice.If you have any questions, please feel free to contact me.Sincerely,Karla M***Customer Contact Center SupervisorPhone: ###-###-####, ext***Fax: ###-###-####Email: karla.m***@safeauto.com

This letter acknowledges receipt of your correspondence regarding the concerns of *** ***, ID number ***.A policy was started on our website by *** *** on 08/21/at 01:AM ESTMs*** called on 10/12/tomake a check paymentOn 11/6/2017, Ms*** called to
question a notification about her check payment not beingprocessedMs*** requested to speak to a supervisor due to wanting further explanation on the situationMs***was assisted by a supervisor as requestedThe supervisor was able to assist Ms*** with her billing questions andresolve her issue.Ms***’s policy is currently activeAs a show of good faith and to show Ms*** that we appreciate her as acustomer, I have waived the fee that was assessed to her in OctoberI hope that Ms*** feels that her concerns havebeen addressedIt is never our intention to provide less than satisfactory service and we apologize if the service received was less thandesirableWe are using this as a training opportunity to better assist our customers in the future.If you have any questions, please feel free to contact me.Sincerely,Carol Moody

[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.]II received a settlement offer which amounts to nothingAs you can see in the attached file they are claiming dollars in
storage fees which they are supposed to have informed me in writing about the storage of my vehicle but did notThey expect me to sign and accept nothing for my car their client totaled which is ridiculousWhen the adjuster Shelby asked to move my car after they inspected the vehicle I complied and therefore in no way responsible to have my property damage limit of confiscated for towing and storage fees
Revdex.com:
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards,
*** ***

Dear *** ***: I am responding to your letter dated 09/14/regarding a complaint filed by ***
*** regarding policy cancellation due to a missing form. ? On 08/26/2015, a cancellation was set due to a missing driver exclusion formThe cancellation was
to take effect on 09/08/The form was received later that day on 08/26/2015. ? On 08/29/2015, a representative reviewed the form and did not remove the cancellation. This was an error by the representative and will be addressedThis caused the policy to cancel on 09/08/We have removed the cancel that was set back to 09/08/2015, so there are no lapses in coverage. ? I called *** *** on 09/18/and sincerely apologized for the inconveniences we have caused her. If I can answer any other questions, please don’t hesitate to call or email me. Sincerely, Casey M*** Customer Contact Center Manager

I spoke with two representatives prior to purchasing the policy online to verify everything was correct which the representatives told me that everything was good to goThe representatives never explained anything to me about a motor vehicle reportNeither was the information on the websiteTherefore I did not sign anything regarding this matter nor agree to anything that stated that I could possibly be upratedThis company basically took my money and then uprated me and now they are telling me I have a balanced due! If this problem is not solved within the next ten days I will be Persuing other options with my lawyers

I am responding to your letter dated July 6th, regarding a complaint filed by *** ***Ms*** has stated that she had issues reaching the adjuster and requested that someone from SafeAuto contact the shop to come to get an agreed price for the repairsIn addition, Ms*** requested
that someone from SafeAuto contact her regarding this issue Chronology: On June 13, 2017, Lakeya *** contacted SafeAuto at approximately 7:20pm EST to report an accident that she was involved in earlier that day with a vehicle that was insured through SafeAuto by *** ***At that time, a claim was filedOn June 14, 2017, the file was assigned to adjuster Bridgit B*** for handlingMsB*** reviewed the file and noted that there were potential coverage issues with the claim as it appears that the driver of the insured vehicle may not be on the policy, and that the SafeAuto policy was re-instated the day of this accidentIn addition to investigating liability, MsB*** also had to confirm that the driver of the insured vehicle would be covered under the SafeAuto policy, and that the accident happened while the policy was in forceMsB*** then attempted to reach MsC***, but a voicemail was not set upMsB*** sent an email and a contact letter to MsC*** requesting a call back to discuss the accidentMsB*** then attempted to contact Ms*** and left a voicemail requesting a call backOn June 15, 2017, MsB*** spoke with Ms*** and obtained a statement from her regarding the accident and set up a photo inspection for Ms***’ vehicleMsB*** respectfully advised Ms*** of the pending coverage issues and that she would need to speak with the insured prior to proceeding with the claimMsB*** then attempted to reach MsC*** again but a voicemail was not set upMsB*** sent another email and contact letter to MsC*** requesting a call backOn June 16, 2017, An estimate was completed for Ms***’ vehicle for $SafeAuto appraiser, Melanie Keller, left Ms*** a voicemail explaining the estimate and that a copy would be mailed to herOn June 19, 2017, Ms B*** received a call from Ms*** requesting a status updateAt that time, MsB*** respectfully told Ms*** that she had not been able to reach the SafeAuto insured for a statement, nor had she received the police reportMsB*** respectfully told Ms*** that if she were to receive the police report and it stated the insured was operating the vehicle, liability could potentially be accepted based on the police reportHowever, if the police report confirmed that the driver of the insured vehicle was not on the SafeAuto policy, then a statement from the insured would be needed prior to affording coverage to that unlisted driverMs*** stated that she understoodMsB*** then attempted to reach MsC*** again but was unable to leave a voicemailMsB*** sent another email and contact letter to MsC***On June 20, 2017, MsB*** received the police report and it confirmed that the accident occurred while the policy was in force, but it also stated that Alexis Thompson was the driver of the insured vehicleMsThompson was not listed on the SafeAuto policy, and a statement would be needed from MsC*** in order to determine if coverage would be afforded to the unlisted driver. On June 21, 2017, MsB*** spoke with Ms***, as well as *** *** regarding status of the claimMsB*** then attempted to reach MsC*** again and was unable to leave a voicemailMsB*** sent another email and contact letter to MsC***MsB*** then attempted to contact MsThompson for a statement as well and left a voicemail requesting a call backI personally spoke with *** *** regarding status of the claim and respectfully explained the coverage issue to herOn June 22, 2017, MsB*** was able to speak with MsC*** and MsThompson and was able to determine that MsThompson would be covered by the SafeAuto policy and that SafeAuto would be taking care of Ms***’ damageMsB*** spoke with Ms*** and respectfully told her that coverage and liability had been finalized and that payment would be issued to her for the amount of the initial estimateMsB*** then issued payment to Ms*** for $On June 23, 2017, MsB*** received a call from Ms*** stating that her vehicle was scheduled for repairs on June 26, and a rental reservation was provided to Ms*** so she would have transportation while her vehicle was in the shopOn June 27, 2017, I personally forwarded a copy of the estimate to Ms***’ body shopOn June 29, 2017, MsB*** received a call from Ms*** in which she stated that the shop needed additional money to do the repairsMsB*** then spoke with the shop and advised the shop that a supplement was not received and requested that it be forwarded to SafeAuto to be reviewedOn June 30, 2017, a supplement was received from the shop and was dispatched to an appraiser for reviewThe appraiser then contacted the shop and requested photos to support their supplementOn July 3, 2017, the SafeAuto appraiser still had not received the requested photos from the shop and contacted the shop again requesting the sameOn July 6, 2017, the SafeAuto appraiser received the additional photosOn July 7, 2017, the supplement was completed and an agreed price was reached with the shop for an additional $However, Ms***’ shops tax information was not listed in the SafeAuto system and a W-was requested by MsB*** in order to issue that paymentOn July 10, 2017, the W-was received from the shop and the supplement payment was issued for $On July 11, 2017, I personally received an email from the shop stating that the vehicle was complete and they requested a screen shot of the supplemental payment to confirm that the money was being sent to them directlyI emailed the requested screen shot as requested and the shop released the vehicle to Ms***On July 12, 2017, another supplement was submitted by the shop, and an additional payment was sent to the shop for $I also contacted *** *** to discuss status per her request for call back in her Revdex.com complaintMs*** stated that everything appears to have been resolved and she did not have any additional questions We regret Ms***’ initial dissatisfaction with her claim and apologize for any issues that Ms*** has had throughout this processAt this time, it appears that an agreed price was reached with the shop and all payments have been issued to dateIn addition, the shop has released the vehicle to Ms*** as the repairs have been completed, and Ms*** was contacted directly to discuss the file If I can answer any other questions, please don’t hesitate to call or email me Sincerely, Ryan W*** Claims Supervisor

I am providing you with an update on Ms***’s claim This will supplement my letter of June 5, SafeAuto, Ms*** and her shop of choice, *** *** Collison have agreed to proceed with resolving the claim as a contract repair Once the contract repair form is returned by *** *** (sent by SafeAuto on 6/22/15), we will be in the position to issue the claim check to resolve Ms***’s claim. Should you have any questions, please do not hesitate to let me know. Thanks

This letter will acknowledge your April 26, correspondence concerning *** ** ***Ms*** expressed concern over the fact her gauges in the dash were not working after the loss and that we did not pay for a wheel alignment and wheel balance.SafeAuto has advised Ms*** that she can
in both cases of the gauges (tachometer and oil gauge) in the instrument panel not working and the wheel alignment and balance issue, authorize a diagnostic procedureIf the concerns were found to be loss related SafeAuto would reimburse her the full amount of the diagnostic and pay for the loss related repair. Below is a brief chronology of events related to the handling of the loss: 12/1/15: Claim was reported to SafeAutoClaims adjuster Julie G*** took a repot from the third party owner *** ** *** that her daughter-in-law was driving her Chevrolet TrailblazerShe was involved in a loss with our insured *** ***. 12/2/15: SafeAuto assigned the appraisal to appraiser Joe H*** to inspect Ms***’ vehicle. Appraiser H*** contacted Ms*** and set up an appointment to inspect her vehicle at her residence on 12/7/15. 12/7/15: Appraiser H*** inspected Ms***’ vehicle at her residenceHe reviewed the estimate with Ms*** and left a copy for her and the shop of her choiceWe had not been able to make initial contact with our insured at that time. 12/11/15: A statement received from our insured and liability was acceptedMs*** was contacted by adjuster G*** and advised liability was accepted. 12/22/15: A supplement was received from *** *** *** *** 12/23/15: *** *** *** *** was contacted by appraiser H***Appraiser H*** advised he would need supporting documentation as to the additional damage. 12/28/15: Appraiser H*** completed the supplement on Ms***’ vehicleThe concern of the tachometer and oil gauge not working was brought upThe vehicle also needed an ignition switch/cylinderThe electronics would be reset after the repairWe would wait to see if the gauge issue would resolve itself then. 1/5/16: Ms*** emailed claim rep G*** and advised that there is still an issue with the tachometer and oil gaugeClaim rep G*** advised Ms*** that she was unaware and would refer to appraiser H***Appraiser H*** emailed Ms*** and advised that we would pay to reset the electronicsIf that didn’t resolve the issue we would have to determine if the tachometer and oil gauge problem was loss related. 1/21/15: Appraiser H*** called Ms*** and advised that at this point the concern with the tachometer and oil gauge was not found to be loss relatedIf Ms*** wanted to diagnose it any further it would be her responsibilityIt would be best for a GM Dealership to do the diagnostic. Claim rep G*** spoke with Ms*** and let her know that she spoke with her supervisor Zachary L***Supervisor L*** agreed with appraiser H*** that Ms*** would have to assume the risk of the diagnostic work and that if it is loss related SafeAuto will reimburse her. 1/26/16: Ms*** email claim rep G*** regarding a wheel alignment and wheel balance that her insurance carrier *** had on their estimate. Appraiser H*** documented that there was not an impact to the wheel or the suspension in this loss therefore a wheel alignment or balance is not warranted. 2/3/16: Appraiser H*** replied to an email from Ms*** stating reason behind not having an alignment or wheel balance on the estimateHe did advise if the repair facility that performs either finds it to be loss related we would reimburse her for the diagnostic and the lsos related repair. 2/4/16: The second supplement was approved by appraiser H***. 2/5/16: Payment was issued for the final supplement by claim rep G***. Should you have any further questions or concerns regarding the handling of this file please feel free to contact me. Darryl G*** ***

I provided proof from the repair center that my car was not ready until the afternoon of 2/19/16. I have attached it again. Why the repair took longer than hours which you estimated, you should take that up with the repair center. It is not my fault that my car was not ready until 2/19/and I should not be out any money because your driver rear-ended me. I wonder if Safe Auto and it's employees feel real good about themselves and sleep well at night knowing they are cheating innocent victims
out of money. I continue to wait for my reimbursement - I am not going away that easy, Mr*** (at least I spelled your name right)

This letter acknowledges receipt of your correspondence regarding the concerns of *** ***, ID number ***. I have spoken with Mr*** today on 07/06/I advised him that his refund will be processed tomorrow on 07/07/due to it being the previously scheduled cancel dateI advised of the amount that will be returned to himMr*** stated that he agreed to the refund amount and had no further questionsI have removed him from the automatic dialer notifications so that he will no longer receive calls to inform him of his policy status. I advised Mr*** that if he has any further questions or concerns that he may call or email me directly since he has my contact information On 07/07/2017, a refund will be available to return to Mr***I have sent a request to the accounting department to expedite the refund to Mr***. If you have any questions, please feel free to contact me Sincerely, Karla M***

December 24, 2017 *** *** *** *** *** *** *** *** *** *** *** Dear *** ***, This letter acknowledges receipt of your correspondence regarding the concerns of *** ***, ID
number ***. *** *** called SafeAuto on 12/15/to advise that she had mistakenly processed two payments on her policyOne payment was made on the mobile application, the other on the SafeAuto website*** *** stated that she thought the first payment had not processed, hence she made the second paymentShe requested that the second payment be refunded back to her credit cardThe request for refund was sent to the Accounting department and has been approvedThe refund was processed back to the credit card by the Accounting department on 12/21/The funds for the refund should be available 3-business days from the time it was processed. If you have any questions, please feel free to contact me. Sincerely, Carol M*** Contact Center Manager Safe Auto Insurance Company * *** *** *** *** *** Phone: ###-###-#### Email: ***

I am responding to your letter dated 12/21/regarding a complaint filed by ***
*** regarding an installment fee.Ms*** was sent a renewal notice in the amount of $for the six month policyThenotice states that the amount includes a $installment feeI have noticed
over the past tworenewals, Ms*** has spoken with a supervisorAs a courtesy, the supervisors waived theinstallment feeUnfortunately, the installment fee is part of the renewal amount and can nolonger be waived.As of August, we have recently changed our payment processor and if a customer elects to paywith a debitlcredit card there is a convenience fee of $Customers are made aware of the feeat the time of payment and we also have notifications on our automated payment system andwebsite.We apologize for any inconveniences that Ms*** may have experienced while using ourwebsite to make a paymentOur website does offer an option to pay in full and if that option wasnot available, then we will certainly look into her concerns.If I can answer any other questions, please don't hesitate to call or email me.Sincerely,Casey M***

We are responding to your letter regarding a complaint filed by *** *** in regards to a policy cancellation and refund
Ms*** *** started a policy with Safe Auto Insurance Company on 03/31/at 8:11AMAt that
time, she elected to have an SRon the policy
Ms
*** called to cancel her policy the same day around 4:45PMShe was advised that we would need proof of other insurance and that we cancel days in the future due to the SRIn order to avoid the days, we would need proof the filing was done by her new insurance company
On 04/03/2017, we received proof of insurance from *** ***However, nothing on the paperwork indicated there was an SRfilingMs*** was again advised we could not cancel the policy back to inception without proof of SR
On 04/07/2017, we called and spoke with *** at the *** *** agency and confirmed coverageAt that time, she advised that Ms*** no longer needed an SR
We cancelled Ms***’s policy effective 03/31/at 1:36PM, when her insurance took affect with *** ***Ms*** will receive a refund of $
If I can answer any other questions, please don’t hesitate to call or email me
Sincerely,

I am writing in response to the letter dated May 25, regarding a complaint that *** *** submittedWe are sorry to learn that *** *** was not satisfied with the handling of this claim and appreciate the opportunity to address *** concernsClaim chronology: The incident occurred on March 24,2017, and the claim was reported to our office on Friday April 7, after business hours by MsC*** insurance company, then assigned to our adjuster MsRyan G*** the following Monday, April 10, On April 10, MsG*** called and obtained a statement from MsC*** regarding the accident and set up to have the damages to MsC*** vehicle appraisedAt this time MsG*** informed MsC*** that we had not accepted liability as we had not confirmed the facts of loss with our insured On April 12, 2017, our appraiser MrS*** completed the estimate of the damages to MsC*** vehicle, and called MsC*** and went over said estimateMs.C*** was again informed that we were not able to move forward until liability acceptedThis same day, MsG*** 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, MsG*** again called our insured, and was able to take a statement regarding the lossMsG*** determined our insured was liable for the loss On April 21,2017, MsG*** issued payment to MsC*** and her shop of choice for her damages On May 31,In response to this complaint, requested that the current check be stop paid for Ms.C*** and that new check be requested to her directly for her damages per her requestAs soon as the stop pay is complete, the new check will be issued to MsC*** We regret the dissatisfaction with this claim and apologize for any delays throughout the processAt this time, Safe Auto Insurance Company has taken all steps to indemnify the MsC***Should there be any additional supplemental damages or new information regarding this claim, it would be handled in a timely manner Sincerely, Brett F* Safe Auto Insurance Company Phone: ###-###-#### Fax: ###-###-#### Email: ***

FIRST OFF IT'S MR *** NOT MS *** IM NOT A WOMAN AND SECONDLY A CUSTOMER SERVICE REP REACHED OUT TO ME AND EXPLAINED THAT RATES WENT UP IN ** HE LEFT A VOICEMAIL ON MY PHONE SHORTLY AFTER JUNE 24TH AFTER I COMPLAINED TO SAFE AUTO ON ON FACEBOOK
I USE TO PAY NOW IM AT IM PAYING ALMOST DOLLARS MORE AND NOT ONCE DID SAFE AUTO EVEN EXPLAIN THE AZ RATE INCREASE IN THEIR RESPONSE AND WHY IT WASENT STATED IN MY RENEWAL
*** ***

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meI accept this response from safe autoUnfortunately, I had to go through several people to speak to the person in charge of my problem to speed the process, but eventually it was resolvedLuckily my account was not overdrawn, and the credit was in my account in the of the business daysI felt like the company did not realize the severity of a simple error and the stress it caused me during an already stressful time of yearAs the customer all I needed was assurance that this issued was in the process of getting resolved in a timely matter, and not just thrown on a desk and forgotten aboutThe $gift card was a decent gesture to help matters, I even sent *** a courtesy, thank you letter to show my gratitudeI thought is was something sent as an honest sincere apology and now after seeing this letter in the attachment, I now feel it was only sent because of my complaint with the Revdex.comAs a loyal customer of years I will still will not recommend Safe Auto to any of my family or friends, not because of the issue,I understand that we as humans make mistakes and there is a process that sometimes we cannot controlI will not because I felt like my problem was not their problem, I felt like the person in control of handling issues like mine did not own up to the position and resolve it accordingly, and lastly I felt like in order to get this problem resolved in a timely matter I had to use threats (like suing or filing a complaint with Revdex.com) in order for someone to take me seriousI am in the business of servicing customers and they are the reason I come into work, I show compassion, appreciation, honesty, and assurance that I am there doing all I can do to let that them know I care about what they care about. Regards, *** *** ***

I am responding to your letter dated 3/15/regarding a complaint filed by *** ***Ms*** complained that SafeAuto had damaged her vehicle during a tow.Chronology:*On 2/14/2016, Ms*** reported the above referenced claim to SafeAutoMs.*** indicated her vehicle had caught
fire.*On 2/15/2016, adjuster Chelsea H*** obtained a statement from Ms*** about thefacts of lossMs*** had left her vehicle in a Walmart parking lotMsH***requested *** our salvage company, piMs***'s vehicle fiom the Walmartparking lot.* On 2/18/2016, *** pickMs***'s vehicle.*On 2/24/2016, an estimate was written by ** * ***The estimate was reviewed andupdated by SafeAutoThe final estimate indicated there was no damage related to the fire.*On 2/29/2016, MsH*** received the fire report and the fire affidavit from Ms.***.*On 3/1/2016, MsH*** called Ms*** to advise there was no damages related tothe fireMsH*** also explained that if there was additional damage due to the fire hershop should contact SafeAutoMs*** advised there was no damage to her vehicleprior to this loss, and that she believed the body damage was caused by-***H*** confirmed that *** received the vehicle with damageMsH*** explainedthe damage could have occurred in the Walmart parking lot during the time it had satunoccupied*** has issued payment for the missing key fob.*On 3/8/2016, Ms*** reported a claim to SafeAuto for the body damagesSafeAutohas not received permission from Ms*** to issue payment.In conclusion, SafeAuto has moved Ms***'s vehicle to her body shop of choiceTo date,SafeAuto has received no supplemental damage related to this lossIf I can answer any otherquestions, please do not hesitate to call or email me.Sincerely,Allison N***

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me I am extremely pleased with how quickly this was resolved and so relieved to have this behind me
Regards, *** ***