[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. But there are some problems on their information system, I hope they can improve it.On December 8, 2014, my dealer told me that he didn't receive the document, I called Ameriprise againThe representative from Ameriprise first told me that they didn't mail out the document, because of they were waiting the document from my dealerAfter I told my story to the representative, she spent about minutes to confirm whether they had mailed out my documentWhen I asked the tracking number, she spent another minutes to get itI think their information system have some problems and need to be improved.I only received one call from Ameriprise at 15:on December 4, I didn't receive any call or message from Ameriprise after then My wife got some, but I'm not sure when. Most of time, Ameriprise works wellBut this time, they gave too many wrong informationsI really think they should improve their information system.Regards,
*** ***
Thank you for sending the complaint filed by Mr*** **, which we received on March 27, Weunderstand that he disagrees with our decision regarding the claimWe appreciate the opportunity toaddress his concerns.The damage to our insured's Kia Optima that resulted from the February 4,
2015, accident was tothe passenger side fender and front bumperThe damage allegedly caused by *** *** *** is tothe driver side mirror, and likely the result of a loose ground wire connection on the left frame rail locatedunder the battery.*** *** *** verified they did not work on the driver side of Mr**'s vehicle, nor would theyhave reason to do so because the repairs were completed to the passenger side fender and front bumper.We are truly sorry Mr** experienced this unfortunate event, and we understand this is not the outcomehe would likeRegrettably, after reviewing the facts of the loss a second time, we respectfully maintainour positionand can be of no further assistance to Mr** in recouping the expense he incurred for themirror repair
Thank you for sending the follrequest regarding the complaint filed by Mr*** ***, whichwe received on March 20,We appreciate the opportunity to address his additional concerns.First, we would like to apologize for and correct an inadvertent error in renewal dates contained in ourinitial responseMr***'s policy premium increased from $to $1,for his renewaleffective December 5, 2013, not June 5, 2014.Mr*** expressed concern with the timing of when his violations affected his premiumAccording tothe Rule Manual that we filed with and that was approved by the *** Department of Insurance, aviolation shall be chargeable as of the date the company has been made aware of such violationEachcharge shall apply for a period of three years following the first renewal after the conviction date.Mr*** currently has two violations on his driving record.The first violation for failure to obey a traffic signal occurred on February 17,We were first madeaware of this violation on July 29, 2013, so it became chargeable with Mr***'s following renewal onDecember 5,When the policy renewed on December 5, 2014, this violation was still within thethree year period following the conviction and was still chargeable.The second violation for driving too fast for conditions occurred on April 18, We were also madeaware of this violation on July 29, 2013, which became chargeable with the renewal on December 5,2013.Regarding Mr***'s concerns about the specific premium increases, we occasionally make rateadjustments to align the premiums we charge with the risks we insureWe then file these rates with the*** Department of Insurance for their approvalThe increases Mr*** experienced on therenewals dated December 5, 2013, and December 5, 2014, were approved by the *** Departmentof InsuranceWe must legally adhere to these approved rates for all of our *** policyholders andwe are not allowed to deviate from them.We regret that Mr*** chose to cancel his policy with us, but we hope this additional informationexplains the reason for the premium increase
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10550322, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** **
Morning Mr***,
I just wanted to thank you for your time in mediating my complaint against Ameriprise regarding my loss on 3/10/at *** *** *** Collision CenterBelow is my fifth iteration (not fifth complaint) of my complaint against Ameriprise:
I just wanted to reiterate how disappointed I am with Ameriprise and how my complaint against *** *** was handled ever since the beginning on March 10,(the day that I picked up my vehicle from *** ***)*** *** made an argument that did not exempt them from their legal obligation to correct their mistake and Ameriprise only justified *** ***’s excuse by refusing to assist me further in pursuing restitution for correcting *** ***’s mistakeAs a policy holder I have the right to have collision repairs performed on my vehicle without having to concern myself about other parts of my vehicle being disturbed during the collision repairsIt is a known fact that body shops are responsible for vehicles that are in their custodyCustody is defined as the protective care or guardianship of someone/somethingThe alleged grounding cable should not have been disturbed while my vehicle was in *** ***’s protective care and guardianship, but someone had disturbed the grounding cable while my vehicle was in their custody resulting in the unresponsive driver’s side mirrorI provided evidence that the driver’s side mirror was functional prior to releasing my vehicle into *** ***’s custody, but Ameriprise continued to refuse my plea for justiceAs an auto insurance company Ameriprise is obligated to make sure that my vehicle was returned to me in the same working condition that it was in before the collision repairs*** *** refused to honor their warranty (which states that they warrant all workmanship as long as I own my vehicle) and *** *** refused to honor their legal obligation to correct their mistakeAmeriprise had the means to help me recoup what I had lost, but continued to refuse such serviceThis resulted in wasted weeks of my time and energy in tr**ng to recoup the expenses that I had lost as a result of correcting *** ***’s mistake which is very unacceptable
As an automobile owner I can no longer trust Ameriprise as an auto insurance company to take care of my vehicle in the event of future accidents (God forbid) and I have lost all confidence that Ameriprise will represent me during future disputes against body shops that refuse to honor their warranties and legal obligations to correct their mistakes
For the record, my complaint against Ameriprise has not been resolvedAs a full-time employee I do not have time to waste on making continued pleas that will only fall on Ameriprise’s deaf earsI can no longer hope that Ameriprise will grant me justice for the injustice that I experienced resulting from releasing my vehicle into *** ***’s custodyI just hope and pray that I will never have to experience such injustice with future insurance companies
Thanks again Mr***,
*** **
[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 meWhile I wish that the advisor I spoke with when I had called in after the charge appeared would have explained this to me, I absolutely appreciate the swift response that *** took, as well as her detailed explanation
Regards,
*** ***
Thank you for sending the complaint filed by Ms*** *** ***, which we received onJanuary 21,We understand that she expressed concerns regarding the addition of her daughter toher policyWe appreciate the opportunity to address this concern.On January 21,2015, Ms***
requested a quote if she added her daughter, ***, to the policy.During the quote process, we confinned that *** resides in the household, had a valid driver's licenseand does not have other insuranceWe informed Ms*** that because her daughter has a validdriver's license, has access to the insured vehicles, and is not insured on another policy, we need to listher as an active driverIn the event of an accident, *** would be afforded coverage under the policy,and we need to collect the appropriate premium for the risk we are insuring.Later that day, Mr*** called to discuss how we can require them to add someone to their policy.We explained that that our policy covers anyone related to them who lives in the household and does nothave other insuranceBecause of this, we require all licensed drivers who do not have coverage withanother company to be added to the policyWe informed Mr*** that if *** obtains coveragewith another insurance company, we can review the removal of her from the policy.For your reference, our " insured person" guideline includes the following:We will pay damages for which an insured person is legally liable because of bodily injury orproperty damage resulting from the ownership, maintenance or use of a car or utility trailerAninsured person means: you or a relative; a person using your insured carA relative is defined asa person living in your household and related to you by blood, marriage or adoption, including award or foster child.If the ***s can submit either of the following items, we can review the removal of their daughterfrom the policy:• Proof of insurance from another company in the form of a declarations page showing that ***has Bodily Injury limits equal to or greater than their policy's Bodily Injury limits.• Proof of residency in the form of a recent mortgage bill, property tax bill or lease agreement.Once we receive and approve that infonnation, we will provide a prorated credit from the date ***obtained other insurance or moved out of the residence.We regret that Mrand Ms*** felt the information related to the addition of their daughter to thepolicy was not conveyed with the appropriate care, because we pride ourselves on the outstanding servicewe provide to our clientsWhile our representatives must occasionally take challenging phone calls anddeliver difficult messages, they receive extensive training that teaches them to do so with the utmostrespect and concernWe will review this case and take the feedback into consideration to possiblyenhance that traitung to improve future conversations.If You have any questions about this information, you may contact me at ###-###-####, Ext####
Thank you for sending the follcomplaint filed by Ms*** **, which we received on January 21,We understand that she disagrees with our decision regarding the claimWe appreciate theopportunity to address her concerns.*** ** stated she was unaware of the dirt hole in the floor that was determined to be the cause of loss, asit was hidden by a wallWhile we understand her position, the fact that the hole was unseen does notafford coverage.The following policy language addresses water damage:ExclusionsWe do not cover loss caused directly or indirectly by any of the followingSuch loss is excluded regardlessof any other cause or event contributing concurrently or in any sequence to the lossThese exclusions applywhether or not the loss event results in widespread damage or affects a substantial area.We do not cover loss to covered property when there are two or more causes of loss to the covered propertyand the prevailing cause of loss is excluded belowWater Damage'Vater damage means:aFlood, surface water, waves, tidal water, overflow of a body of water or spray from any of these, whetheror not driven by wind;bWater or water-borne material which backs up through sewers or drains or which overflows or isdischarged from a sump, sump pump or related equipment;cWater or water-borne material below the surface of the ground, including water which exerts pressure onor seeps or leaks through a building, sidewalk, driveway, foundation, swimming pool or other structure; ordRelease of water held by a dam, levy (sic) or dike or by a water or flood control device;cWater or water-bome material below the surface of the ground, including water which exertspressure on or seeps or leaks through a building, sidewalk, driveway, foundation, swinuning poolor other structure; ordRelease of water held by a dam, levy (sic) or dike or by a water or flood control device;caused by or resulting from human or aIlimal forces or any act of nature.Direct loss by fire, explosion or theft resulting from water damage is covered.If you have 'any questions about this information, you may contact me at #-###-###-####, Ext***.Sincerely,*** ***
Thank you for sending the follcomplaint filed by Ms*** ***, which we received onDecember 16, 2014, We appreciate the opportunity to address her additional concerns.Ms*** states she did not receive our November 12, 2014, Reminder Notice,We mailed the October 16,2014, renewal offer and the November 12,2014, Reminder Notice to the ***
*** *** *** ** *** ** address on file.We recognize and appreciate that Ms*** has been a long-term client, and we understand that this isnot the outcome she would likeHowever, based upon the facts of the situation, we respectfully maintainour decision not to reinstate the policy
*** ***
we have received additional details which resulted in changes to the previous response which was submitted earlier this morning (02/02/15)
Thank You
Thank you for sending the complaint filed by Mr*** ***, which we received on January 28,We understand that he disagrees with our determination of liabilityWe appreciate the opportunityto address his concerns.On December 28, 2014, Mr*** was involved in an automobile accident with
one of our customers.The accident took place at the *** *** *** parking lot in *** *** ***Our liabilityinvestigation included obtaining recorded statements from both parties along with photos of the vehicledamagesFrom this infonnation we concluded that Mr*** was in the act of backi ng out from hisparking spot when our insured was backing from a parking spot across the aisle.Mr***'s vehicle damage showed scraping from the driver's side rear door to the front door, whileour insured's vehicle had damage to the driver's side rear bumperMr*** said he was stationary atthe time of impact, but we believe the evidence indicates that his vehicle was in motion because there wasscraping damage.We assigned 40% of the comparable negligence to Mr*** for unsafe backingOn January 21, 2015,we contacted Mr*** and offered to pay 60% of his vehicle damageMr*** contested ourposition that his vehicle was in motion at the time of the accident, but he agreed to settle the claim for thisamountWe issued payment to him the same day.Since receiving Mr***'s complaint, we have tried to contact him on numerous occasions in order todiscuss this matter further, but we have been unable to reach him.If you have any questions about this information, you may contact *** *** at * ###-###-####, Ext.***
Thank you for sending the complaint filed by one of our policyholders, which we received on December10, We understand that he would like an explanation of why a licensed contractor must be used tocomplete the needed repairs to his homeWe appreciate the opportunity to address his concerns.On
November 7, 2014, the policyholder reported a claim for damage to his sunroom due to recent rain.*** ***, an independent adjusting company, inspected the loss and confirmed the damage to thesumoom was the result of settling/earth movementSince settling/earth movement is specificallyexcluded from the policy, we are unable to provide coverage for this loss.We sent the client a letter on December 2,2014, requesting that a contractor repair the damage to thecracked floor tiles and that he provides proof the work had been completed.We understand that the policyholder is concerned that he is not being given the opportunity to makerepairs himselfWe asked him to have a contractor complete the work because, as a general practice, wedo not suggest or require our clients to personally make repairsAfter a subsequent review of the damage,we have no reservations if he chooses to make the necessary repairs on his ownIf he does, and heprovides proof of those repairs, his policy may remain in force.If you have any questions about this information, you may contact me at I ###-###-####
Thank you for sending the complaint filed by Ms*** ***, which we received on February 17,We understand that she disagrees with our decision surrounding the increase in premiumWeappreciate the opportunity to address her concems.Based on the information Ms*** provided and our
second review of the matter, we will backdate theaddress change and refund the additional unused premium of $as a courtesy to Ms***.We called Ms*** on February 20, 15, and informed her of our decisionWe also applied the refundof $to her credit card.If you have any questions about this information, you may contact me at * *** *** ** *** ***
Thank you for sending the complaint filed by Mr*** ***, which we received on October 30, 2014.We understand that he would like a more detailed explanation of why the policy was canceledWeappreciate the opportunity to address his concems, and we believe the following tirneline will
helpprovide clarification:• On July 27,2014, Mr*** started his homeowner's insurance coverage with us and agreed to awithdrawal of$from his checking account ending in The payment was retumed to us as adecline.• On August 2, 2014, we mailed Mr*** a notice of pending cancellation explaining that we wouldneed payment by August 17, 2014, or the policy would cancel for non-payment of premium.• We did not receive the payment by August 17,2014; therefore, the policy cancelled for non-paymentof premium.• We mailed notification of the cancellation and the $outstanding balance for the coverage weprovided from July 27, through the August 17, cancellation dateThe outstanding balancenotices were mailed on August 22, September and again on October 17; all notices were mailed tohis Columbus, Ohio address.• On September 2, 2014, Mr*** contacted us to see if we could reinstate his policyThe requestwas declined because there was a lapse in coverage and break in the contract when the policycancelled for nonpayment of premiumMr*** infonmed us he would pay the outstanding balanceonce he received the bill for the $in the mail.In his complaint, Mr*** indicated his banking infonmation was entered incorrectly by ourrepresentative, causing his payment to decline and his policy to cancelWe have reviewed the recordingof our initial conversation Witll Mr***, and the infollnation he provided is the same as what wasentered on the policy
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
Ameriprise is not being truthful On 1-5-2015, they sent me an e-mail offer of $owner retained On 1-9-2015, the offer was $ Clearly lower than the first offer Then on 1-16-2015, they offered $owner retained So, they made three different offer's, all for different amounts I have copied of the e mail's, which contradicts what they claim in their letter
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] Although I appreciate Ameriprise taking the time to respond, my complaint was also confirmed.I stated that I was aware of the notice to pay by January 15, I also stated that there was no "grace" period which is usually given to the insuredThings do tend to happen in life, to everyoneI also stated that there was no notice or phone call to make me aware that my policy was going to be cancelled.Also, as the respondent did state, there was a letter sent out to me dated January 29, 2015. Unfortunately, that was after I called to pay my premium, not beforeLast but not least, I did not originally call in to request that Ameriprise reinstate my policyI called in to PAY my premiumAfter I was informed during that phone call that my policy was (without previous notice) cancelled, I asked that they reinstate my policy.A simple phone call or cancellation notice, which most (excluding Ameriprise) insurance companies do send out to their insured, would have prevented such unnecessary problems. A lapse of insurance, due to the failure of the insurance company to notify the insured, is simply ridiculous...especially if the insured has never encountered "lapse in insurance" before, with any insurance companyI also would like to know how Ameriprise picks and chooses to whom they extend the "grace" period. The same grace period that somehow was not extended to me, without notice.As far as the break in contract that was mentioned, there was no break in contract on my end, but a breach of contract by AmeripriseThe way that Ameriprise has chosen to conduct business with this particular situation is very unprofessional and unfortunately says a lot about the company
Regards,
*** ***
Thank you for sending the complaint filed by Ms*** ***, which we received on February 9,We understand that she would like a more detailed explanation of why the policy was canceledWeappreciate the opportunity to address her concerns.• On December 16,2014, we mailed the January
15,2015, renewal offer to Ms***Included inthe renewal package was a premium notice in the amount of $with a due date of January 15,The premium notice states, "Failure to pay the premium by the due date wi ll result in thecancellation of your policy."• We did not receive payment by January 15,2015; therefore, the policy lapsed because the renewalpremium was not paid on time.• On January 29, 2015, Ms*** contacted our Client Service department and requestedreinstatement of her policyWe declined the request because there was a lapse in coverage and abreak in the contract when the policy cancelled for nonpayment of premiumWe mail ed notice ofcancellation to Ms*** on January 29,2015.We understand that this is not the outcome Ms*** would like; however, after reviewing the mattera second time, we respectfully maintain our decision not to reinstate her policy.If you have any questions about this information, you may contact me at * *** *** *** ***.Sincerely,*** ***
*** *** *** *** ***lOS Properly Casualty Insurance CompanyAmeriprise Auto & Home Insurance
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
I have reviewed their response and I absolutely do NOT agreeThe two violations they are referring to happened way before the renewal (one of them happened close to years prior), therefore had nothing to do with the renewal. I also questioned (and still question) the % of the increase.In regards to the 2nd increase, here as well, I do question their (amount and or %) increase - also, when I called to complain, the lady on the phone told me that "they hare charging me what they have to charge me LEGALLY" - I understand the increase, but she was clearly making it sound like that increase (and the amount) was dictated by lawThe increase might be a must, but here again, I definitely question the specific increase amount or increase %.thank you*** ***
Thank you for sending the additional follcomplaint filed by Ms*** ***, which wereceived on February 18,We understand that she would like a more detailed explanation of why thepolicy was canceledWe appreciate the opportunity to further explain our position on this matter.On December 16, 2014, we mailed the January 15, to July 15, 2015, renewal offer to Ms***.Included in the renewal package was a premium notice in the amount of$with a due date ofJanuary 15, The premium notice states, "Failure to pay the premium by the due date will result inthe cancellation of your policy."Our policy booklet contains an Automatic Termination Clause that reads:If we offer to renew or continue and you or your representative do not accept, this policy willautomatically terminate at the end of the current policy periodFailure to pay the required renewal orcontinuation premium when due shall mean that you have not accepted our renewal offer.We do not extend a grace period, payments must be postmarked prior to the due date or they will beconsidered lateWe will allow five mailing days from the due date prior to cancelling the policy to allowextra time for mail to arrive.Since payment wasn't postmarked or received from Ms*** by January 15,2015, this indicated shewas not accepting our renewal offer and the policy cancelled.If you have any questions about this information, you may contact me at I ###-###-####, Ext***
Just wondering if the remaining balance can be waived if we decide to move our current home insurance to them, if they do not agree, we'll just pay the balance required. If they agree please let them provide contact info with agent that knows this case as well as the settlement, thanks,
Regards,
Thank you for sending the complaint med by Ms. [redacted], which we received on November 6,20 14. We understand that she would like additional explanation about the handling of her claim. Weappreciate the opportunity to address her concerns.On October 21, 2014, we sent Ms. [redacted] an email that...
informed her that we issued a payment on herclaim. We mailed a supplemental payment to her body shop, [redacted], but the emailmessage incorrectly said we were mailing a payment to Ms. [redacted]. We apologize for this inadvertentmiscommunication and the confusion it caused. The email also said that some states require are inspection, and we may schedule one. In Ms. [redacted] ' case, it is not required. Again, we apologize ifthis caused confusion.Ms. [redacted] also expressed concern over tile bumper repair. We spoke with [redacted] at [redacted]Mercury and confirmed that there was prior damage to the center rear bumper of Ms. [redacted]' vehicle thatcaused her bumper to be misaligned. As a customer courtesy, they removed and re-installed her rearbumper during the painting process and corrected the fit to the best of their ability without replacing therear bumper brackets. Please see the enclosed photographs showing the prior damage to her rear bumperand the damage from this loss.We are truly sorry Ms. [redacted] experienced this unfortunate event, and we regret that our inadvertentmiscommunication only added to her frustration. However, after reviewing the facts of the loss a secondtime, we feel we extended appropriate coverage and payment for Ms. [redacted]' damages, and the claim isconcluded.
[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. But there are some problems on their information system, I hope they can improve it.On December 8, 2014, my dealer told me that he didn't receive the document, I called Ameriprise againThe representative from Ameriprise first told me that they didn't mail out the document, because of they were waiting the document from my dealerAfter I told my story to the representative, she spent about minutes to confirm whether they had mailed out my documentWhen I asked the tracking number, she spent another minutes to get itI think their information system have some problems and need to be improved.I only received one call from Ameriprise at 15:on December 4, I didn't receive any call or message from Ameriprise after then My wife got some, but I'm not sure when. Most of time, Ameriprise works wellBut this time, they gave too many wrong informationsI really think they should improve their information system.Regards,
*** ***
Thank you for sending the complaint filed by Mr*** **, which we received on March 27, Weunderstand that he disagrees with our decision regarding the claimWe appreciate the opportunity toaddress his concerns.The damage to our insured's Kia Optima that resulted from the February 4,
2015, accident was tothe passenger side fender and front bumperThe damage allegedly caused by *** *** *** is tothe driver side mirror, and likely the result of a loose ground wire connection on the left frame rail locatedunder the battery.*** *** *** verified they did not work on the driver side of Mr**'s vehicle, nor would theyhave reason to do so because the repairs were completed to the passenger side fender and front bumper.We are truly sorry Mr** experienced this unfortunate event, and we understand this is not the outcomehe would likeRegrettably, after reviewing the facts of the loss a second time, we respectfully maintainour positionand can be of no further assistance to Mr** in recouping the expense he incurred for themirror repair
Thank you for sending the follrequest regarding the complaint filed by Mr*** ***, whichwe received on March 20,We appreciate the opportunity to address his additional concerns.First, we would like to apologize for and correct an inadvertent error in renewal dates contained in ourinitial responseMr***'s policy premium increased from $to $1,for his renewaleffective December 5, 2013, not June 5, 2014.Mr*** expressed concern with the timing of when his violations affected his premiumAccording tothe Rule Manual that we filed with and that was approved by the *** Department of Insurance, aviolation shall be chargeable as of the date the company has been made aware of such violationEachcharge shall apply for a period of three years following the first renewal after the conviction date.Mr*** currently has two violations on his driving record.The first violation for failure to obey a traffic signal occurred on February 17,We were first madeaware of this violation on July 29, 2013, so it became chargeable with Mr***'s following renewal onDecember 5,When the policy renewed on December 5, 2014, this violation was still within thethree year period following the conviction and was still chargeable.The second violation for driving too fast for conditions occurred on April 18, We were also madeaware of this violation on July 29, 2013, which became chargeable with the renewal on December 5,2013.Regarding Mr***'s concerns about the specific premium increases, we occasionally make rateadjustments to align the premiums we charge with the risks we insureWe then file these rates with the*** Department of Insurance for their approvalThe increases Mr*** experienced on therenewals dated December 5, 2013, and December 5, 2014, were approved by the *** Departmentof InsuranceWe must legally adhere to these approved rates for all of our *** policyholders andwe are not allowed to deviate from them.We regret that Mr*** chose to cancel his policy with us, but we hope this additional informationexplains the reason for the premium increase
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10550322, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** **
Morning Mr***,
I just wanted to thank you for your time in mediating my complaint against Ameriprise regarding my loss on 3/10/at *** *** *** Collision CenterBelow is my fifth iteration (not fifth complaint) of my complaint against Ameriprise:
I just wanted to reiterate how disappointed I am with Ameriprise and how my complaint against *** *** was handled ever since the beginning on March 10,(the day that I picked up my vehicle from *** ***)*** *** made an argument that did not exempt them from their legal obligation to correct their mistake and Ameriprise only justified *** ***’s excuse by refusing to assist me further in pursuing restitution for correcting *** ***’s mistakeAs a policy holder I have the right to have collision repairs performed on my vehicle without having to concern myself about other parts of my vehicle being disturbed during the collision repairsIt is a known fact that body shops are responsible for vehicles that are in their custodyCustody is defined as the protective care or guardianship of someone/somethingThe alleged grounding cable should not have been disturbed while my vehicle was in *** ***’s protective care and guardianship, but someone had disturbed the grounding cable while my vehicle was in their custody resulting in the unresponsive driver’s side mirrorI provided evidence that the driver’s side mirror was functional prior to releasing my vehicle into *** ***’s custody, but Ameriprise continued to refuse my plea for justiceAs an auto insurance company Ameriprise is obligated to make sure that my vehicle was returned to me in the same working condition that it was in before the collision repairs*** *** refused to honor their warranty (which states that they warrant all workmanship as long as I own my vehicle) and *** *** refused to honor their legal obligation to correct their mistakeAmeriprise had the means to help me recoup what I had lost, but continued to refuse such serviceThis resulted in wasted weeks of my time and energy in tr**ng to recoup the expenses that I had lost as a result of correcting *** ***’s mistake which is very unacceptable
As an automobile owner I can no longer trust Ameriprise as an auto insurance company to take care of my vehicle in the event of future accidents (God forbid) and I have lost all confidence that Ameriprise will represent me during future disputes against body shops that refuse to honor their warranties and legal obligations to correct their mistakes
For the record, my complaint against Ameriprise has not been resolvedAs a full-time employee I do not have time to waste on making continued pleas that will only fall on Ameriprise’s deaf earsI can no longer hope that Ameriprise will grant me justice for the injustice that I experienced resulting from releasing my vehicle into *** ***’s custodyI just hope and pray that I will never have to experience such injustice with future insurance companies
Thanks again Mr***,
*** **
[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 meWhile I wish that the advisor I spoke with when I had called in after the charge appeared would have explained this to me, I absolutely appreciate the swift response that *** took, as well as her detailed explanation
Regards,
*** ***
Thank you for sending the complaint filed by Ms*** *** ***, which we received onJanuary 21,We understand that she expressed concerns regarding the addition of her daughter toher policyWe appreciate the opportunity to address this concern.On January 21,2015, Ms***
requested a quote if she added her daughter, ***, to the policy.During the quote process, we confinned that *** resides in the household, had a valid driver's licenseand does not have other insuranceWe informed Ms*** that because her daughter has a validdriver's license, has access to the insured vehicles, and is not insured on another policy, we need to listher as an active driverIn the event of an accident, *** would be afforded coverage under the policy,and we need to collect the appropriate premium for the risk we are insuring.Later that day, Mr*** called to discuss how we can require them to add someone to their policy.We explained that that our policy covers anyone related to them who lives in the household and does nothave other insuranceBecause of this, we require all licensed drivers who do not have coverage withanother company to be added to the policyWe informed Mr*** that if *** obtains coveragewith another insurance company, we can review the removal of her from the policy.For your reference, our " insured person" guideline includes the following:We will pay damages for which an insured person is legally liable because of bodily injury orproperty damage resulting from the ownership, maintenance or use of a car or utility trailerAninsured person means: you or a relative; a person using your insured carA relative is defined asa person living in your household and related to you by blood, marriage or adoption, including award or foster child.If the ***s can submit either of the following items, we can review the removal of their daughterfrom the policy:• Proof of insurance from another company in the form of a declarations page showing that ***has Bodily Injury limits equal to or greater than their policy's Bodily Injury limits.• Proof of residency in the form of a recent mortgage bill, property tax bill or lease agreement.Once we receive and approve that infonnation, we will provide a prorated credit from the date ***obtained other insurance or moved out of the residence.We regret that Mrand Ms*** felt the information related to the addition of their daughter to thepolicy was not conveyed with the appropriate care, because we pride ourselves on the outstanding servicewe provide to our clientsWhile our representatives must occasionally take challenging phone calls anddeliver difficult messages, they receive extensive training that teaches them to do so with the utmostrespect and concernWe will review this case and take the feedback into consideration to possiblyenhance that traitung to improve future conversations.If You have any questions about this information, you may contact me at ###-###-####, Ext####
Thank you for sending the follcomplaint filed by Ms*** **, which we received on January 21,We understand that she disagrees with our decision regarding the claimWe appreciate theopportunity to address her concerns.*** ** stated she was unaware of the dirt hole in the floor that was determined to be the cause of loss, asit was hidden by a wallWhile we understand her position, the fact that the hole was unseen does notafford coverage.The following policy language addresses water damage:ExclusionsWe do not cover loss caused directly or indirectly by any of the followingSuch loss is excluded regardlessof any other cause or event contributing concurrently or in any sequence to the lossThese exclusions applywhether or not the loss event results in widespread damage or affects a substantial area.We do not cover loss to covered property when there are two or more causes of loss to the covered propertyand the prevailing cause of loss is excluded belowWater Damage'Vater damage means:aFlood, surface water, waves, tidal water, overflow of a body of water or spray from any of these, whetheror not driven by wind;bWater or water-borne material which backs up through sewers or drains or which overflows or isdischarged from a sump, sump pump or related equipment;cWater or water-borne material below the surface of the ground, including water which exerts pressure onor seeps or leaks through a building, sidewalk, driveway, foundation, swimming pool or other structure; ordRelease of water held by a dam, levy (sic) or dike or by a water or flood control device;cWater or water-bome material below the surface of the ground, including water which exertspressure on or seeps or leaks through a building, sidewalk, driveway, foundation, swinuning poolor other structure; ordRelease of water held by a dam, levy (sic) or dike or by a water or flood control device;caused by or resulting from human or aIlimal forces or any act of nature.Direct loss by fire, explosion or theft resulting from water damage is covered.If you have 'any questions about this information, you may contact me at #-###-###-####, Ext***.Sincerely,*** ***
Thank you for sending the follcomplaint filed by Ms*** ***, which we received onDecember 16, 2014, We appreciate the opportunity to address her additional concerns.Ms*** states she did not receive our November 12, 2014, Reminder Notice,We mailed the October 16,2014, renewal offer and the November 12,2014, Reminder Notice to the ***
*** *** *** ** *** ** address on file.We recognize and appreciate that Ms*** has been a long-term client, and we understand that this isnot the outcome she would likeHowever, based upon the facts of the situation, we respectfully maintainour decision not to reinstate the policy
*** ***
we have received additional details which resulted in changes to the previous response which was submitted earlier this morning (02/02/15)
Thank You
Thank you for sending the complaint filed by Mr*** ***, which we received on January 28,We understand that he disagrees with our determination of liabilityWe appreciate the opportunityto address his concerns.On December 28, 2014, Mr*** was involved in an automobile accident with
one of our customers.The accident took place at the *** *** *** parking lot in *** *** ***Our liabilityinvestigation included obtaining recorded statements from both parties along with photos of the vehicledamagesFrom this infonnation we concluded that Mr*** was in the act of backi ng out from hisparking spot when our insured was backing from a parking spot across the aisle.Mr***'s vehicle damage showed scraping from the driver's side rear door to the front door, whileour insured's vehicle had damage to the driver's side rear bumperMr*** said he was stationary atthe time of impact, but we believe the evidence indicates that his vehicle was in motion because there wasscraping damage.We assigned 40% of the comparable negligence to Mr*** for unsafe backingOn January 21, 2015,we contacted Mr*** and offered to pay 60% of his vehicle damageMr*** contested ourposition that his vehicle was in motion at the time of the accident, but he agreed to settle the claim for thisamountWe issued payment to him the same day.Since receiving Mr***'s complaint, we have tried to contact him on numerous occasions in order todiscuss this matter further, but we have been unable to reach him.If you have any questions about this information, you may contact *** *** at * ###-###-####, Ext.***
Thank you for sending the complaint filed by one of our policyholders, which we received on December10, We understand that he would like an explanation of why a licensed contractor must be used tocomplete the needed repairs to his homeWe appreciate the opportunity to address his concerns.On
November 7, 2014, the policyholder reported a claim for damage to his sunroom due to recent rain.*** ***, an independent adjusting company, inspected the loss and confirmed the damage to thesumoom was the result of settling/earth movementSince settling/earth movement is specificallyexcluded from the policy, we are unable to provide coverage for this loss.We sent the client a letter on December 2,2014, requesting that a contractor repair the damage to thecracked floor tiles and that he provides proof the work had been completed.We understand that the policyholder is concerned that he is not being given the opportunity to makerepairs himselfWe asked him to have a contractor complete the work because, as a general practice, wedo not suggest or require our clients to personally make repairsAfter a subsequent review of the damage,we have no reservations if he chooses to make the necessary repairs on his ownIf he does, and heprovides proof of those repairs, his policy may remain in force.If you have any questions about this information, you may contact me at I ###-###-####
Thank you for sending the complaint filed by Ms*** ***, which we received on February 17,We understand that she disagrees with our decision surrounding the increase in premiumWeappreciate the opportunity to address her concems.Based on the information Ms*** provided and our
second review of the matter, we will backdate theaddress change and refund the additional unused premium of $as a courtesy to Ms***.We called Ms*** on February 20, 15, and informed her of our decisionWe also applied the refundof $to her credit card.If you have any questions about this information, you may contact me at * *** *** ** *** ***
Thank you for sending the complaint filed by Mr*** ***, which we received on October 30, 2014.We understand that he would like a more detailed explanation of why the policy was canceledWeappreciate the opportunity to address his concems, and we believe the following tirneline will
helpprovide clarification:• On July 27,2014, Mr*** started his homeowner's insurance coverage with us and agreed to awithdrawal of$from his checking account ending in The payment was retumed to us as adecline.• On August 2, 2014, we mailed Mr*** a notice of pending cancellation explaining that we wouldneed payment by August 17, 2014, or the policy would cancel for non-payment of premium.• We did not receive the payment by August 17,2014; therefore, the policy cancelled for non-paymentof premium.• We mailed notification of the cancellation and the $outstanding balance for the coverage weprovided from July 27, through the August 17, cancellation dateThe outstanding balancenotices were mailed on August 22, September and again on October 17; all notices were mailed tohis Columbus, Ohio address.• On September 2, 2014, Mr*** contacted us to see if we could reinstate his policyThe requestwas declined because there was a lapse in coverage and break in the contract when the policycancelled for nonpayment of premiumMr*** infonmed us he would pay the outstanding balanceonce he received the bill for the $in the mail.In his complaint, Mr*** indicated his banking infonmation was entered incorrectly by ourrepresentative, causing his payment to decline and his policy to cancelWe have reviewed the recordingof our initial conversation Witll Mr***, and the infollnation he provided is the same as what wasentered on the policy
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
Ameriprise is not being truthful On 1-5-2015, they sent me an e-mail offer of $owner retained On 1-9-2015, the offer was $ Clearly lower than the first offer Then on 1-16-2015, they offered $owner retained So, they made three different offer's, all for different amounts I have copied of the e mail's, which contradicts what they claim in their letter
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] Although I appreciate Ameriprise taking the time to respond, my complaint was also confirmed.I stated that I was aware of the notice to pay by January 15, I also stated that there was no "grace" period which is usually given to the insuredThings do tend to happen in life, to everyoneI also stated that there was no notice or phone call to make me aware that my policy was going to be cancelled.Also, as the respondent did state, there was a letter sent out to me dated January 29, 2015. Unfortunately, that was after I called to pay my premium, not beforeLast but not least, I did not originally call in to request that Ameriprise reinstate my policyI called in to PAY my premiumAfter I was informed during that phone call that my policy was (without previous notice) cancelled, I asked that they reinstate my policy.A simple phone call or cancellation notice, which most (excluding Ameriprise) insurance companies do send out to their insured, would have prevented such unnecessary problems. A lapse of insurance, due to the failure of the insurance company to notify the insured, is simply ridiculous...especially if the insured has never encountered "lapse in insurance" before, with any insurance companyI also would like to know how Ameriprise picks and chooses to whom they extend the "grace" period. The same grace period that somehow was not extended to me, without notice.As far as the break in contract that was mentioned, there was no break in contract on my end, but a breach of contract by AmeripriseThe way that Ameriprise has chosen to conduct business with this particular situation is very unprofessional and unfortunately says a lot about the company
Regards,
*** ***
Thank you for sending the complaint filed by Ms*** ***, which we received on February 9,We understand that she would like a more detailed explanation of why the policy was canceledWeappreciate the opportunity to address her concerns.• On December 16,2014, we mailed the January
15,2015, renewal offer to Ms***Included inthe renewal package was a premium notice in the amount of $with a due date of January 15,The premium notice states, "Failure to pay the premium by the due date wi ll result in thecancellation of your policy."• We did not receive payment by January 15,2015; therefore, the policy lapsed because the renewalpremium was not paid on time.• On January 29, 2015, Ms*** contacted our Client Service department and requestedreinstatement of her policyWe declined the request because there was a lapse in coverage and abreak in the contract when the policy cancelled for nonpayment of premiumWe mail ed notice ofcancellation to Ms*** on January 29,2015.We understand that this is not the outcome Ms*** would like; however, after reviewing the mattera second time, we respectfully maintain our decision not to reinstate her policy.If you have any questions about this information, you may contact me at * *** *** *** ***.Sincerely,*** ***
*** *** *** *** ***lOS Properly Casualty Insurance CompanyAmeriprise Auto & Home Insurance
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
I have reviewed their response and I absolutely do NOT agreeThe two violations they are referring to happened way before the renewal (one of them happened close to years prior), therefore had nothing to do with the renewal. I also questioned (and still question) the % of the increase.In regards to the 2nd increase, here as well, I do question their (amount and or %) increase - also, when I called to complain, the lady on the phone told me that "they hare charging me what they have to charge me LEGALLY" - I understand the increase, but she was clearly making it sound like that increase (and the amount) was dictated by lawThe increase might be a must, but here again, I definitely question the specific increase amount or increase %.thank you*** ***
Thank you for sending the additional follcomplaint filed by Ms*** ***, which wereceived on February 18,We understand that she would like a more detailed explanation of why thepolicy was canceledWe appreciate the opportunity to further explain our position on this matter.On December 16, 2014, we mailed the January 15, to July 15, 2015, renewal offer to Ms***.Included in the renewal package was a premium notice in the amount of$with a due date ofJanuary 15, The premium notice states, "Failure to pay the premium by the due date will result inthe cancellation of your policy."Our policy booklet contains an Automatic Termination Clause that reads:If we offer to renew or continue and you or your representative do not accept, this policy willautomatically terminate at the end of the current policy periodFailure to pay the required renewal orcontinuation premium when due shall mean that you have not accepted our renewal offer.We do not extend a grace period, payments must be postmarked prior to the due date or they will beconsidered lateWe will allow five mailing days from the due date prior to cancelling the policy to allowextra time for mail to arrive.Since payment wasn't postmarked or received from Ms*** by January 15,2015, this indicated shewas not accepting our renewal offer and the policy cancelled.If you have any questions about this information, you may contact me at I ###-###-####, Ext***
Just wondering if the remaining balance can be waived if we decide to move our current home insurance to them, if they do not agree, we'll just pay the balance required. If they agree please let them provide contact info with agent that knows this case as well as the settlement, thanks,
Regards,
[redacted]
Thank you for sending the complaint med by Ms. [redacted], which we received on November 6,20 14. We understand that she would like additional explanation about the handling of her claim. Weappreciate the opportunity to address her concerns.On October 21, 2014, we sent Ms. [redacted] an email that...
informed her that we issued a payment on herclaim. We mailed a supplemental payment to her body shop, [redacted], but the emailmessage incorrectly said we were mailing a payment to Ms. [redacted]. We apologize for this inadvertentmiscommunication and the confusion it caused. The email also said that some states require are inspection, and we may schedule one. In Ms. [redacted] ' case, it is not required. Again, we apologize ifthis caused confusion.Ms. [redacted] also expressed concern over tile bumper repair. We spoke with [redacted] at [redacted]Mercury and confirmed that there was prior damage to the center rear bumper of Ms. [redacted]' vehicle thatcaused her bumper to be misaligned. As a customer courtesy, they removed and re-installed her rearbumper during the painting process and corrected the fit to the best of their ability without replacing therear bumper brackets. Please see the enclosed photographs showing the prior damage to her rear bumperand the damage from this loss.We are truly sorry Ms. [redacted] experienced this unfortunate event, and we regret that our inadvertentmiscommunication only added to her frustration. However, after reviewing the facts of the loss a secondtime, we feel we extended appropriate coverage and payment for Ms. [redacted]' damages, and the claim isconcluded.