Last sentence of paragraph 2: Mr. [redacted] DID NOT return to the property to view the damage with Mr. [redacted].First sentence of paragraph 3: I just want to make clear that Steve [redacted] was called by Mr. [redacted], several weeks after the incident. He made no effort to contact us at...
all. In looking at the photos, we can clearly see Mr. [redacted]'s tire path that caused the retaining wall to crumble. The tire path crosses through the green plant just above it. The pressure of the rocks would cause the retaining wall to crumble.
Initial Business Response /* (1000, 5, 2015/04/15) */
This automobile accident occurred on Thursday April 09, 2015 at 8:14 a.m. Our insured's agent notified RAM Mutual of the accident at 5:34 p.m. the same day. The loss notice came in via e-mail and we opened the e-mail on Friday April 10, 2015....
The claim was entered in our system and assigned to adjuster [redacted] G at RAM Mutual that same day. On Friday April 10, 2015 [redacted] G called our insured at 9:47 a.m. and received his version of the accident. He said he rear ended Ms. [redacted] at a stop light when it turned green. He accelerated faster then the claimant did and hit the rear of her car. He said he had no damage to his 2002 Chevrolet Silverado. I also requested the police report from Nisswa Police Department and it confirmed that our insured did hit the claimant's car and only the passenger in the back seat of the claimant's car was complaining of a headache. According to Officer Holmes report both cars were still drivable. After I hung up with our insured I immediately called [redacted] Mia [redacted] at 9:52 a.m. I asked [redacted] what happened and she had the same story as our insured. I asked if anyone was injured in her car and she said her daughter was in the back seat and hit the seat in front of her and hurt her nose. She said the front passenger had a sore shoulder and she did not mention any other injuries. I started explaining how Personal Injury Protection works in the State of MN and told her that in the State of MN if someone is injured in an accident they need to go under their own insurance policy for their injuries. Ms. [redacted] did not like what I told her and I tried to explain that I do not make the laws in MN but it works this way with everyone in the State of MN. She was very upset and told me that I didn't know what the [redacted] I was talking about and hung up on me. I didn't even get to talk to her about how we were going to handle her damages to her car. I figured she would call me back after she calmed down. Later that day the front male passenger called and asked who would be paying his medical bills. He was very pleasant to talk to. I asked him if he had his own automobile insurance and he said he did. I explained the laws in MN and told him he needed to report his injury to his own insurance company. He understood this and was very polite. I explained that Ms. [redacted] hung up on me but told him that I needed to speak with her about her car and when she calmed down to have her contact me. Later that afternoon Ms. [redacted] called RAM Mutual and I answered the call. She said no one had contacted her yet about her car. I reminded her that I had called her earlier and she hung up on me. She said she did not hang up on anyone. I told her according to my investigation our insured was at fault in this accident and we were willing to pay for her damages. I asked her to get me an estimate and photos of the damage and have a repair shop of her choice e-mail them to me. Ms. [redacted] did not want to do this and said this was not her job and we should send an adjuster out to look at her car. I agreed to send an adjuster out. I told her that it was Friday afternoon so she may not hear from the adjuster until Monday but I would do my best. On Monday morning the independent adjuster went out to look at [redacted]'s car. She called later that morning and wanted to know what we were going to do about her car. I told her that I didn't have the report back from the adjuster yet but would call her as soon as I did. I called the independent adjuster and he said her car was a total loss and that he would need to figure a fair value for her car and would send me his report when he has reached an agreed price with Ms. [redacted]. On Tuesday April 14th, the following morning [redacted] called and asked the status of the report. I told her I did not have it back yet but I assumed that I would receive it that day. She started yelling at me stating that she was driving around in a wrecked car and I have been nothing but rude to her. I said that she was being rather rude to me. She asked to speak to my supervisor so I transferred her to my supervisor and according to my supervisor the claimant did not even give her a chance to introduce herself to [redacted] Mia and she automatically started yelling and swearing at her. I could actually hear her yelling at my supervisor from where I was sitting which is several desks away from me. My supervisor said she was ending the call at that point because she was unable to speak with [redacted] Mia because she was in a rage. We did not accept her phone calls the rest of that afternoon as she was being abusive on the phone. At one point she contacted the front desk and said she would be coming to RAM Mutual to speak to us in person at 1:15 but never came. The adjuster's report came in later that afternoon and I reviewed it. It said the car was a total loss but the claimant did not have her title from the State of MN yet. We cannot issue a payment without receiving a clear title. I sent the claimant a letter explaining this. I stated in my letter that we would issue payment once we receive a clear title from her. I did speak with [redacted] at the DMV and she said that there is some pending sales tax charges due from Ms. [redacted] and that is why they cant release the title to her. [redacted] said when the sales tax is paid they will mail her the title. So at this time we are waiting on the title and [redacted] is still driving her vehicle.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
She is a complete lire I do not swear it is not my character. She has only made 1 call to meand the only way I am getting information is threw the tow truck drive who keeps calling to pick up my car this agency has done nothing to help me now they want to slander my character and lie. I will pray for [redacted] and the supervisor. As of today no one has still not made contact with me to tell me ant thing the tow truck driver keeps calling to say he's gonna pick up my car with no idea how am I suppose to get to work and school until I get the check for my car. I am completely disappointed with this whole process. [redacted] has said some disrespectful things about me to Nate the adjuster and to deans tow owner. She is completely slandering me very unprofessional
Final Business Response /* (4000, 9, 2015/04/23) */
As I stated earlier, I sent the claimant a letter dated April 14, 2015 stating that RAM Mutual would pay her for the damages to her car as soon as we receive a clear title from her. We are still waiting on the title. Payment has been ready to go out since 5 days post accident but the title is holding things back. RAM Mutual has not directed the salvage buyer to collect her car until after payment has been made. He must receive permission from the claimant to take her car.
Last sentence of paragraph 2: Mr. [redacted] DID NOT return to the property to view the damage with Mr. [redacted].First sentence of paragraph 3: I just want to make clear that Steve [redacted] was called by Mr. [redacted], several weeks after the incident. He made no effort to contact us at...
all. In looking at the photos, we can clearly see Mr. [redacted]'s tire path that caused the retaining wall to crumble. The tire path crosses through the green plant just above it. The pressure of the rocks would cause the retaining wall to crumble.
Initial Business Response /* (1000, 5, 2015/04/15) */
This automobile accident occurred on Thursday April 09, 2015 at 8:14 a.m. Our insured's agent notified RAM Mutual of the accident at 5:34 p.m. the same day. The loss notice came in via e-mail and we opened the e-mail on Friday April 10, 2015....
The claim was entered in our system and assigned to adjuster [redacted] G at RAM Mutual that same day. On Friday April 10, 2015 [redacted] G called our insured at 9:47 a.m. and received his version of the accident. He said he rear ended Ms. [redacted] at a stop light when it turned green. He accelerated faster then the claimant did and hit the rear of her car. He said he had no damage to his 2002 Chevrolet Silverado. I also requested the police report from Nisswa Police Department and it confirmed that our insured did hit the claimant's car and only the passenger in the back seat of the claimant's car was complaining of a headache. According to Officer Holmes report both cars were still drivable. After I hung up with our insured I immediately called [redacted] Mia [redacted] at 9:52 a.m. I asked [redacted] what happened and she had the same story as our insured. I asked if anyone was injured in her car and she said her daughter was in the back seat and hit the seat in front of her and hurt her nose. She said the front passenger had a sore shoulder and she did not mention any other injuries. I started explaining how Personal Injury Protection works in the State of MN and told her that in the State of MN if someone is injured in an accident they need to go under their own insurance policy for their injuries. Ms. [redacted] did not like what I told her and I tried to explain that I do not make the laws in MN but it works this way with everyone in the State of MN. She was very upset and told me that I didn't know what the [redacted] I was talking about and hung up on me. I didn't even get to talk to her about how we were going to handle her damages to her car. I figured she would call me back after she calmed down. Later that day the front male passenger called and asked who would be paying his medical bills. He was very pleasant to talk to. I asked him if he had his own automobile insurance and he said he did. I explained the laws in MN and told him he needed to report his injury to his own insurance company. He understood this and was very polite. I explained that Ms. [redacted] hung up on me but told him that I needed to speak with her about her car and when she calmed down to have her contact me. Later that afternoon Ms. [redacted] called RAM Mutual and I answered the call. She said no one had contacted her yet about her car. I reminded her that I had called her earlier and she hung up on me. She said she did not hang up on anyone. I told her according to my investigation our insured was at fault in this accident and we were willing to pay for her damages. I asked her to get me an estimate and photos of the damage and have a repair shop of her choice e-mail them to me. Ms. [redacted] did not want to do this and said this was not her job and we should send an adjuster out to look at her car. I agreed to send an adjuster out. I told her that it was Friday afternoon so she may not hear from the adjuster until Monday but I would do my best. On Monday morning the independent adjuster went out to look at [redacted]'s car. She called later that morning and wanted to know what we were going to do about her car. I told her that I didn't have the report back from the adjuster yet but would call her as soon as I did. I called the independent adjuster and he said her car was a total loss and that he would need to figure a fair value for her car and would send me his report when he has reached an agreed price with Ms. [redacted]. On Tuesday April 14th, the following morning [redacted] called and asked the status of the report. I told her I did not have it back yet but I assumed that I would receive it that day. She started yelling at me stating that she was driving around in a wrecked car and I have been nothing but rude to her. I said that she was being rather rude to me. She asked to speak to my supervisor so I transferred her to my supervisor and according to my supervisor the claimant did not even give her a chance to introduce herself to [redacted] Mia and she automatically started yelling and swearing at her. I could actually hear her yelling at my supervisor from where I was sitting which is several desks away from me. My supervisor said she was ending the call at that point because she was unable to speak with [redacted] Mia because she was in a rage. We did not accept her phone calls the rest of that afternoon as she was being abusive on the phone. At one point she contacted the front desk and said she would be coming to RAM Mutual to speak to us in person at 1:15 but never came. The adjuster's report came in later that afternoon and I reviewed it. It said the car was a total loss but the claimant did not have her title from the State of MN yet. We cannot issue a payment without receiving a clear title. I sent the claimant a letter explaining this. I stated in my letter that we would issue payment once we receive a clear title from her. I did speak with [redacted] at the DMV and she said that there is some pending sales tax charges due from Ms. [redacted] and that is why they cant release the title to her. [redacted] said when the sales tax is paid they will mail her the title. So at this time we are waiting on the title and [redacted] is still driving her vehicle.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
She is a complete lire I do not swear it is not my character. She has only made 1 call to meand the only way I am getting information is threw the tow truck drive who keeps calling to pick up my car this agency has done nothing to help me now they want to slander my character and lie. I will pray for [redacted] and the supervisor. As of today no one has still not made contact with me to tell me ant thing the tow truck driver keeps calling to say he's gonna pick up my car with no idea how am I suppose to get to work and school until I get the check for my car. I am completely disappointed with this whole process. [redacted] has said some disrespectful things about me to Nate the adjuster and to deans tow owner. She is completely slandering me very unprofessional
Final Business Response /* (4000, 9, 2015/04/23) */
As I stated earlier, I sent the claimant a letter dated April 14, 2015 stating that RAM Mutual would pay her for the damages to her car as soon as we receive a clear title from her. We are still waiting on the title. Payment has been ready to go out since 5 days post accident but the title is holding things back. RAM Mutual has not directed the salvage buyer to collect her car until after payment has been made. He must receive permission from the claimant to take her car.
[redacted] See Attached [redacted] Enclosed please find RAM Mutual Insurance Company's response to the [redacted] complaint. Allen [redacted], AIC, AIS Property Claims Coordinator RAM Mutual Insurance Company ###-###-#### (direct)