M&R Framers

Initial Business Response / [redacted] (1000, 9, 2016/01/04) */ I spoke to Mr [redacted] last week and confirmed that he has received the two outstanding payments mentioned aboveMr [redacted] also had some additional questions on a previous claim that we are looking into for him Initial Consumer Rebuttal / [redacted] (2000, 11, 2016/01/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)

We apologize for the delay in processing your refundI checked with our billing department and can confirm that the refund check was mailed yesterday 5/25/from our CO service centerYou should have your refund shortly

Initial Business Response /* (1000, 5, 2015/07/23) */
Contact Name and Title: *** *** TM
Contact Phone: XXXXXXXXXX
Contact Email: ***@calcas.com
Ms***,
Thank you for allowing us an opportunity to review our file handling and respond to Ms***'s inquiry dated 7/22/
California Casualty takes customer complaints very seriously, as we do our relationship with your department
Insurance owes the actual cash value of vehicle that is determined to be an economic total lossA local market study was used to derive the current actual cash value of the loss vehicleThis research takes into account multiple variances such as asking price, mileage and option differencesThe loss vehicle was compared to vehicles all within miles of her locationThese vehicles matched in year, make and modelAdjustments were made for the variances in options and mileageThe method or means in determining the fair market value of the loss vehicle is in accordance with the permitted methods of valuation as required by the State of Ohio as outlined in OH ST s 4505.11; OH ADC XXXX-X-XX
As Ms*** indicated she wanted to retain the vehicle and repair it, a salvage bid was obtained on 4/27/The bid is based on historical auction sales of similar vehicles within days of the loss dateThe Ohio Department of Motor Vehicles requires a salvage title on all retained totals, along with a salvage inspection conducted at a Highway Patrol Inspection StationThis state requirement is in place to protect consumers
If Ms*** believes the market value of the Lexus to be $14,500, she has been instructed to provide us with supporting comparable vehicles and researchThese must meet the same perimeters as the report we presented and meet the Ohio requirements
She was issued a check for the owner retained amount of $We ask that Ms*** provide us with her supporting documentation on valueWhile we cannot waive the Ohio salvage title laws or alter the salvage value, we are certainly willing to review her documentationWe ask that she direct her correspondence to the adjuster *** ***, who has been eager to resolve the claim since 4/27/
Thank you for your time and attention

California Casualty would like to thank you for being a loyal customer for years. As mentioned in our previous response, the letters that we sent were intended as a courtesy to notify you that additional claims could have a detrimental effect on the continuation of your policy. Your requested resolution is for the company to stop sending these claims letters to you and this request will be honored

The attached response is for Revdex.com case # ***
Thank you.
***

Mr*** has filed a complaint with the New Jersey Department of Insurance and we will respond further to his complaint with the Department of Insurance. Unfortunately his rejection to our Revdex.com response did not contain any further evidence for review

Thank you for bringing this to our attention
After reviewing this file in its entirety, here is a recap of the events that have unfolded on this claim.
This claim was initially reported to our company, on line, on October 24, 2016. It was reported by Mr***
that his vehicle was parked and unoccupied and hit by an unknown party that fled the scene without leaving a note or information. The damages reported were to the right rear bumper and a streak of some sort on the passenger side of the car.
From that date forward, we have had on-going contact, either by phone or email with Mr*** as we handled the claim.
We began to get faxes and emails from Mr*** in January advising us that he was having mechanical issues with his radiator and that he needed us to take care of the radiator repair and additional rental time related to the repair of the radiator. Our vehicle appraiser called his body shop to inquire and they explained to him that they were uncertain, but that the customer advised them that the radiator apparently needed to be replaced. Our appraiser advised the shop that based on the type of impact this vehicle sustained, it would not be possible that the radiator damage could have been a result of this accident, and that we were following up with our customer to further discuss it.
We were able to speak to Mr*** on January 25, 2017, and explained to him that with this type of impact to the right rear and right side of his vehicle, the radiator is not related to this impact. We have invited him to have his shop of choice inspect it and if they believe that it is related, to please have them contact our appraiser to further discuss this

Complaint: ***I am rejecting this rejecting this because:
Your lying! You told me that the adjuster was reviewing it and that you were going to let me know How disillusioned to this can you be? You do realize that you replace my FRONT BUMPER correct? So clearly if that entire bumper was replaced then there WAS DAMAGE to the front
This company has NOT responded to me I will send more email and faxes with no responses as proof
Sincerely,*** ***

Initial Business Response /* (1000, 9, 2016/01/04) */
I spoke to Mr. [redacted] last week and confirmed that he has received the two outstanding payments mentioned above. Mr. [redacted] also had some additional questions on a previous claim that we are looking into for him.
Initial Consumer...

Rebuttal /* (2000, 11, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]I am rejecting this response because: The letter should never have been sent . As I previously stated these letters are not informational (I knew about the claims when I filed them), they are threats. I see them as serving no other purpose. This is a practice that needs to be stopped. It would be nice to instead get letters of appreciation for being a long time loyal customer. Sincerely,[redacted]

Please see attachment for response.

California Casualty has been in business for more than 100 years and is committed to providing excellent customer service and acting with integrity.
Your complaint is in reference to letters that have been sent to you regarding the claims history on your policy. The first letter was mailed on...

July 13, 2016 and the most recent letter was mailed to you on July 10, 2017. These letters were sent as a courtesy to advise you that any additional losses could have a detrimental effect on the continuation of your policy as any additional losses could make your home unacceptable for coverage.   
California Casualty provides our customers with broad modern contracts and we are dedicated to fulfilling the intent of our contracts.  We have honored this commitment to our contract and have paid the following claims on your policy.: 
1st Claim, 04/10/14, Water Damage, $705, Pipe leak in bathroom above kitchen.  2nd Claim, 04/11/14, Water Damage, $40,444.00, Pipe leak in exterior wall.   3rd Claim, 09/08/15, Water Damage, $11,149.00, Water heater leak.    
California Casualty looks at a 5-year experience period in determining acceptability for continuation of coverage.  When you policy was reviewed in 2016, we identified a concern regarding the trend of water losses on your policy and mailed the 07/13/16 notice to advise you of our concern.  When your policy was reviewed in 2017, these 3 losses still fell within the 5 year experience period; therefore another notice was mailed to you on 07/10/17 as a courtesy to notify you of our continued concern with the trend of water losses within the experience period.  Your policy is being renewed for the 08/28/17 - 08/28/18 policy term without any changes to deductibles or coverages.

Complaint: [redacted]I am rejecting this response because:I have been a customer for at least 20 years and longer than that considering they took merged with my prior insurance company. They mention the losses (which were unforeseeable) but the don't mention how much I have paid them over the years. Its no problem with paying but once they have to pay it becomes an issue. The letters I got were more of a threat than anything else. I know how many losses I had and the amount, so why would I have to be reminded ? They say they have been in business for over 100 years , I dont see what that has to do with anything. Sending threatening letters cannot prevent unforeseeable events from happening. They are very unprofessional.Sincerely,[redacted]