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Electric Insurance Company

Phone: (800) 227-2757 Fax: (978) 236-5700 75 Sam Fonzo Drive, Beverly, MA 01915 View Additional Email Addresses http://www.electricinsurance.com

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Description

Electric Insurance Company is a an insurance writer for automobile, and homeowners insurance.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Electric Insurance Company meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Electric Insurance Company include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 40 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

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Customer Complaints Summary Read complaint details

40 complaints closed with BBB in last 3 years | 19 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 3
Billing/Collection Issues 5
Delivery Issues 0
Guarantee/Warranty Issues 3
Problems with Product/Service 29
Total Closed Complaints 40

Customer Reviews Summary Read customer reviews

8 Customer Reviews on Electric Insurance Company
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 0
Negative Experience 6
Total Customer Reviews 8

Additional Information

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BBB file opened: June 23, 1993 Business started: 01/01/1966 in MA Business incorporated: 01/01/1966 in MA
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Massachusetts Division of Insurance
1000 Washington Street Suite 810, Boston MA 02118-2208
http://www.mass.gov/ocabr/government/oca-agencies/doi-lp/
Phone Number: (877)-563-4467 or (617) 521-7794 or (617) 521-7490 (TTD/TDD)
Fax Number: 617-753-6830
doicss.mailbox@state.ma.us
The license number is 1781819.

Type of Entity

Corporation

Business Management
Ms. Monica Nason, Marketing Communications Manager
Contact Information
Principal: Ms. Monica Nason, Marketing Communications Manager
Number of Employees

509

Business Category

INSURANCE COMPANIES INSURANCE-PROPERTY & CASUALTY Insurance Agencies and Brokerages (NAICS: 524210)

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Customer Review Rating plus BBB Rating Summary

Electric Insurance Company has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

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Types of Complaints Handled by BBB

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  • Advertising or Sales
  • Billing or Collection
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  • Guarantee or Warranty

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BBB Complaint Process

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  • - eQuote
  • - Communication/Mass Email
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Complaint Detail(s)

8/3/2014 Problems with Product/Service
8/2/2014 Problems with Product/Service
6/8/2014 Guarantee/Warranty Issues | Complaint Details Unavailable
5/29/2014 Problems with Product/Service | Complaint Details Unavailable
4/21/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In November of 2013 I purchased new car insurance with another company after being with electric insurance for over twenty years. I called in December of 2013 to cancel this insurance - I was told I needed to give the company three days to make an offer to me so that I could consider not cancelling. I did not receive that call. In December of 2013 I wrote a letter to electric insurance requesting cancellation but I continued to have monthly withdrawls made from my account to electric insurance. In February 2014 I called electric insurance and was told that I needed to sign a form that indicated why I left the company and document my new insurance. I sent these documents by fax - these apparently were not received either and another withdrawl was made. I called the bank and paid an additional 25.00 to stop any further eft transfers from occurring. In march (24th ) of 2014 I receive another email requesting this documentation again.

Desired Settlement: I want my insurance cancelled as requested and I reimbursement of my January, February insurance payments plus the 25.00 I paid for stopping the charges without any further requests from electric to me for documentation.

Business Response: Better Business Bureau
290 Donald Lynch Boulevard, Suite 102
Marlborough, MA 01752-4705
***          ***** **** **                         *******                 **** **                                *********


Dear Sir or Madam:

We are in receipt of your correspondence, dated March 27, 2014, regarding the above-referenced complaint, and have conducted a thorough review of the customer's account.

On January 15, 2014, the customer advised us that she was moving from SC to NY and wished us to cancel her SC policy, which requires a signed cancellation release form.  

On February 24, 2014, the customer contacted us to check on the status of her policy, which was still active.  At this time, we sent the customer a Cancellation Release Form requesting her signature and the effective date for cancellation. 

The customer completed and returned the form to us, however the cancellation was not processed in a timely manner. 

Upon receipt of this complaint we cancelled the customer's policy, effective February 1, 2014, and we have issued a refund for the unearned premium as well as $7.00 in service charge fees and $25.00 as reimbursement for the stop-payment fee issued by the customer's bank. 

At this time, we consider this issue resolved.  

 

Sincerely, 
 

********* ****** ******** **** **** ****** ** *** ***** ****** ******** ** ***** ****** ************ **** ************ **************************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I initiated the insurance quoting process in 1st week of February when their representative visited our company. Within one week an inspector came and inspected the property. over next couple of weeks the papers were sent to me and I returned them duly signed. These papers had the agreed upon premium mentioned on them. A copy of this policy was sent to my escrow company and the premium was timely paid. The insurance came into effect on March 12th, 2014. On March 18th, I received an email stating my premium is being increased by over 25% due to something they found in the inspector's report - presence of cardinal ceiling. Today they emailed me an amendment (effective March 12th) to my existing policy and this amendment does not require my acceptance. So, they can amend an existing policy without my acceptance. Now, I have two choices - either continue with them and pay over $500 more or get it cancelled and start the process of shopping for insurance all over again. This type of unethical behavior is not expected from a company with GE backing.

Desired Settlement: No change to the existing policy - coverage or premium, until its renewal date which is one year from now

Business Response: After receiving the complaint, our Underwriting Manager contacted Mr. ****** to resolve.  We carefully explained our post bind inspection process and its importance to our ability to offer the uncapped replacement cost endorsement on Mr. ******’s policy.  After discussion, we were able to offer Mr. ****** two potential solution: The first, to leave the policy valuation as is, and to remove the replacement cost endorsement or second, to increase the Coverage A to satisfy the insured to value requirements for uncapped replacement cost.  After explaining the loss implications of both, Mr. ****** felt that the current coverage A was more than sufficient and opted to remove the uncapped replacement cost endorsement.  At the close of the conversation, Mr. ****** was very satisfied with the result and had retained both his auto and homeowners policies with Electronic Insurance. Sincerely, ******* ********* Manager - New Policy Sales

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted the Claims Specialist on my case. This insurance company's insured rear ended me in an accident and has accepted liability for the wreck. The specialist fed-exed me papers stating my car was totaled and gave me 3 days (which included Sat and Sunday) to find a new car. They stated I would have to return the rental on Monday. I asked if he would extend to give me adequate time to find a rental car. He refused. Then, he told me he could not help me until I gave him my bank information. I asked to speak to a supervisor and he stated he did not have a supervisor. I told him he had to have a supervisor. He refused and stated I could speak with no one but him. This is the worst customer service. I can't even deal with this shady person because he is asking me to email bank information to him before he will help me with anything. I am not sure who to reach out to at this point to get assistance. Very frustrated and inconvenienced by this.

Desired Settlement: I would like the rental car extended through March 31st to give me adequate time to apply for financing and find a car to replace the one that was totaled by their insured person.

Business Response: We are in receipt of your correspondence dated March 14, 2014. we have reviewed the claim and provide the following response. Initially Ms ***’s vehicle appeared repairable and a payment was issued to her in the amount of $2965.70 on February 27, 2014. A supplemental appraisal was received on March 4th which deemed the vehicle a total loss. On March 6th Ms *** was informed her vehicle was a total loss and the paperwork, including a settlement offer was overnighted to her via FedEx on March 11th. Ms ***’s rental coverage was also extended through March 17th, providing an additional six calendar day's worth of coverage. On March 14, 2014, Ms *** contacted Electric Insurance to request a rental extension beyond the cutoff date of March 17th. Our adjuster extended her rental coverage an additional two days and indicated he was willing to work with her. We explained to Ms *** we needed her lienholder information so we could make arrangements to satisfy the existing loan, thus allowing her to move forward in obtaining a replacement vehicle. Ms *** refused to provide the requested lienholder information until Electric Insurance extended her rental coverage even further and she requested to speak to a supervisor. While the adjustor attempted to diffuse the call there  was not a supervisor immediately available, so he offered to have one call Ms *** later that day. The claim was escalated to a supervisor, who contacted Ms *** and explained the total loss process again. Ms *** provided her lienholder information and we contacted the bank to obtain the information necessary to pay off her loan. Ms ***’s rental was also extended for an additional week, providing her with continuous rental coverage through March 26th. On March 18th Ms *** accepted our total loss settlement offer and final payment was issued upon receipt of the total loss paperwork on March 20th. All outstanding issues have been resolved. Should you have any questions or concerns regarding thi matter, please do not hesitate to contact me directly

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/12/2014 Problems with Product/Service
3/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a faulty installation of a dish washer purchased by **** ***** that cause extreme water damage to my home. Electric Insurance had my claim since 10/24/13 (almost 4 months now) and NO repairs have been made to my home. Walls down, no dishwasher, kitchen sink gone, most cabinets are gone, instillation out, den & kitchen gutted). Electric Insurance Company has neglected their responsibility to perform responsibly w/a total disregard of my rights. 10/24/13 **** ***** turned it over to Electric Insurance in handling of my claim. I called Electric Insurance Company consistently for 3 MONTHS to see what the status of my claim was and kept getting one excuse after another and a complete disregard of responsibility. (I have 90% of those notes, dates, time, whom I spoke with, etc). 1/2/14 they sent an adjuster. I told him me, both my kids, and even my dog and cat were sick. BUT NO MENTION TO HAVE ANY OF THE BLACK MOLD REMOVED. On 1/3/14 I sent an e-mail to **** ***** (insurance claims rep), conveying my concerns about the black mold that engulfed my home, and that no mention was made from the adjuster NO REPLY FROM ELECTRCI INSURANCE. 1/6/14 Preferred Environmental Solutions, Inc. came to my home and tested for mold at my request. Still NO RESPONSIE FROM ELECTRIC INSURANCE COMPANY. On 1/6/14 I sent another e-mail conveying my concerns about the black mold. I then received an auto reply stating the Mr. ***** would be out of the office till 1/13/14. So I called the office and spoke with another person in claims (*******). I told her my concerns about the mold and that adjust never mentioned anything. She told me the guy that came out was not actually the adjuster but his assistant. I again stated that NO MENTION of removing the black mold in my home has been mentioned.1/7/14 mold test results came in and found unusual amounts of spore colonies of Hyphae, Penicillium/Aspergillus and Stachybotrys. Toxic Black Mold found in both my kitchen and den. 1/09/13 @ 10.34 received their value of cost for repairs $5,000,00 including labor...this is unrealistic.

Desired Settlement: I expect an honest assessment of the damages and replacement cost (value), not the bogus amount they are trying to pass off. I also expect a realistic affirmation of the living conditions they have left my family in and a reasonable plan of action to have this remedy. I expect all damages repaired immediately...without any further delay.

Business Response: Electric Insurance company is the General Liability insurer for General Electric. We received your letter regarding the above referenced claim and provide the following status. On October 25, 2013, Ms. **** submitted a claim for water damage to her home due to faulty installation of a GE dishwasher. The company who delivered and installed the appliance was ****** Delivery & Distribution (******). We do not insure ******. They are part of a delivery network managed by GE and carry their own insurance coverage. Electric Insurance only becomes involved if there is a dispute between the customer and the delivery company on their insurance carrier. We always afford the delivery company the opportunity to resolve the customers claim. If we determine the delivery company caused the damage but is not responding appropriately, we step in on behalf of GE and attempt to resolve the claim directly with their customer. We then seek recovery from the liable delivery company for any money we may pay to the customer. Based On Ms. ****'s concerns about the way ****** was responding to her claim. We agreed to take over the handling of this matter on November 27. On this date it was agreed Ms. **** would provide a repair estimate to the damage to her home. On December 23, Electric Insurance received a repair estimate from Ms. ***** contractor, **** Remodeling, in the total amount of 700.00. On December 27, we issued payment to her in the full amount of the estimate. Once the repair work began, more damage than initially was identified. Electric Insurance therefore assigned an independent adjuster from ***** Adjusting Services to inspect and assess the extent of the damages. In the interim,  a mold remediation company, Preferred Environmental Solutions continued demolition and mold remediation and submitted an invoice for this work. On January 10, payment for this invoice was issued to Ms. **** in the full amount of $5,315.45. After *** Completed their remediation, our independent adjuster returned for another inspection. Following this secondary inspection on January 17, a revised repair estimate was completed. After spea**** with Ms. ****, we sent her the supplemental repair estimate along with a revised offer and release for her review. Upon receipt of the executed release from Ms. ****, an additional payment will be processed accordingly. Pursuant to our discussion with Ms. ****, we have encourage here to contact us with any concerns she or her contractor has with our repair estimate. We feel we have worked proactively with Ms. **** to resolve the unfortunate issues with her home due to delivery company's negligence. Once the delivery company did not respond appropriately, we stepped in and helped Ms. **** by evaluating and paying for her damages. Should you have any questions or concerns in regard to this matter, please do not hesitate to contact me directly. **** ******** ************. 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

First-of-all, the two insurance companies bounced me back-n-forth from Oct 25th to November 27th 2013 – 37 DAYS.  I called both companies REGULARLY during that time period. I have dates, times and whom I spoke with etc.  I was told over and over again, from Electric Insurance, that someone would call me back to give me a status.  That never happened.  During that time there was NO handling of my claim.    When I was told to find a contractor, by **** ***** at Electric, I asked him if they would send someone to look at the damages and he told me NO I had to do it myself.      It took me several weeks to find a contractor, which I found on *********.com, and to get them scheduled to come to my home.  The estimate was for only what was visible; the contractor stated molded subfloors in the kitchen and den, but also stated in notes, the cabinets were sponged due to water damage.    When the contractor came to replace the flooring he pulled the cabinets out (to replace the subfloor) and found black mold that covered the back of the cabinets, up the walls behind the upper cabinets, soaked walls behind the cabinets, through to the walls in the den, and water soaked insulation.    I called Electric Insurance and spoke with **** *****; he accused me of getting some good ol’ boy from down the road to pull out my cabinets. I follow his instruction step by step.  NO mention of ANY remedies…just insults and MORE wait and run-around.    They finally sent their adjuster out on 1/2/14. NO mention of having any mold removed.  I expressed my concerns to the adjuster; the mold and musky smell in my home was horrendous; he was even chocking after being in my home for a few minutes.   On 1/3/14 I sent **** ***** an e-mail expressing my concerns about the mold.  I told him there was no mention of the proper removal of the black mold that still remains throughout my kitchen and den area.  I also asked if specialists needed to be brought in to remove it.  NO REPLY! On 01/06/14 - I send **** ***** a follow up e-mail and rec'd an auto reply that stated he would be out of the office till 1/13/14.  So I called the office and spoke with *******.  She told me the guy that came out was NOT actually the adjuster; he was just assisting the adjuster.  I told her this has been going on for 3 months now and that mold was consuming my home, we are all sick and we cannot wait another day for something to be done about it. She told me that when they get the “adjusters” report back, and ”if” it shows “it”, they will take care of the claim and the next step will be to get remediation to come out to my home.  But it usually takes 24-48 hrs to get the adjusters report back.  AGAIN…the adjuster came out on 1/3/14; it was NOW 1/06/14 I told her I called someone this weekend and they are at my house now.    The $5,315.45 was for only the mold removal INSIDE my home.  I called ********* ***** and told here there was mold ALL under my house (crawl space).  She told me they were NOT going to do anything about that, AND what they have spent for mold removal was IT.   After ALL months (4 now) my home still has NO water in the kitchen, NO cabinets in the kitchen, NO walls in the kitchen and den, and NO flooring in the kitchen and den.  They have cut the real LF of my cabinets way below actual, to their random numbers…and deprecated them on top of that.  They have stated they will repair part of a ceiling but NOT the entire ceiling (same room), they have stretched this out to an unconceivable period of time.   They have cut every corner possible to their benefit WITHOUT any regard to the living conditions me and my kids have been stuck in for the last 4 months.  They have had me jumping through hoop after hoop just to put me off for yet another month and have shortened me at every possible avenue without ANY regard.    Their best advice to me in regards to all this…is to turn it over to my home owners insurance.  I have been told that by the “adjustor” twice, and ********* *****.  Which will cause my rates to increase and more out of pocket expense for me…in which NONE of this was due to any fault or negligence of mine…I have NOT even mentioned all the time I have had to miss work to be at home for contractors, the tons of calls and e-mails I have had to make to Electric Insurance, finding contractors, getting replacement estimates, both visits from their “adjustor”, remediation – which took an entire week, and on and on and on.  For ********* **** to state that Electric Insurance has “stepped in” is outrageous to say the least.     

Business Response:

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was in an auto accident and police report say it was the electric insurance policy holders fault. It have been almost 2 weeks and an adjuster has demaed my truck totaled and still nothing from the inscuance company and I can not evem get my personal belongs from my truck until electric insurance pays the towing and storage bills which I am being told by Electric insurance in my responabalty and the clames persom is really rude to me and my fenise

Desired Settlement: To have electric insurance pay for the truck apx 6000.00 to get a same year same miles same truck on the market and my medical bills paid and something for the pain and suffering and for themoney I had o pay to get to e\work and back and for the clam to be paid clam number *********** I DO NOT WANT TO HAVE TO HIRE AN ATTORNEY

Business Response: We are in receipt of your Better Business Bureau complaint of December 4, 2014. We have reviewed the referenced claim and provide the following response. Upon notification of the claim on November 22, 2013, we immediately commenced our investigation, which is ongoing as we respond to this complaint. Based on the information obtained to date, there is a dispute as to how the accident occurred and where our insureds vehicle was positioned at the time of impact. We do know the accident occurred on ****** Street in ****,PA. ****** Street consists of two northbound and two southbound lanes of travel.. Our insured driver Mr ******** states he was at a complete stop at a red light in the left northbound lane on ****** Street roughly 5 to 6 car lengths from the intersecting street. Mr ******** advised he did not see Ms ******’s vehicle prior to the impact to the front right corner of his vehicle. He states Ms ******’s vehicle then struck Mr *****’s vehicle that was behind him in the left northbound lane. Mr ***** reports to us he was traveling 25 MPH in the left northbound lane on ****** Street when our insured pulled out of a parking lot from his left, hit Ms ******'s vehicle and then both vehicles impacted his vehicle. Mr ***** could not recall any further details of the loss, as he was taken from the scene by ambulance. We attempted to speak to Ms ****** regarding the accident details but she refused. Accordingly, we contacted her carrier, ***** **** Insurance (**). It was reported to ** that Ms ****** was traveling southbound in the right lane on ****** Street prior to the accident. She claims she was in the process of changing lanes into the left lane when Mr ********* pulled out of a gas station to her right and then stopped. She continued to proceed forward when our insured continued to inch out and he vehicle was hit on the passenger side and forced into oncoming traffic impacting Mr *****’s vehicle. She applied her horn but took no additional actions. It was also unclear if Ms ****** used her left turn signal when she made the lane change. The police did not witness the accident. The police report confirms both Ms ******’s and Mr *****’s loss details and our insured received two contributing factors; making an improper entrance to a highway and other improper driving actions”. There are two identified witnesses to this loss. However, the police report does not include their statements of what they witnessed. There is a local news article, which states a witness confirmed our insured's vehicle was stopped for a red light on ****** Street when Ms ****** traveling southbound on ****** Street crossed the center line and hit our insured and Mr *****. we attempted to contact the witnesses but to date they have not responded. We also assigned an independent adjuster from Claims Bureau to take statements from our insured driver and witnesses, inspect the loss location and to contact the responding officer to obtain further information. At this point our investigation is ongoing and we expect to have a report from Claims Bureau within 10-15 days. At no time did we advise Mr ***** not to remove his personal items from the vehicle. We will provide your office with an update once our investigation is complete. In the complaint filed with your office, Mr ***** also made note of an injury claim. The injury portion of the claim is open and also pending completion of our investigation. Please feel free to contact me at the number listed below should you have any questions or concerns regarding this matter

Consumer Response: Th accident happened almost a month ago I have bills for taxies as well as for rides from people to and from work. I feel this case is dragging on for no fault of my own I do understand there being a new paper article as well as a supposed witness I have asked several time what is happending in this case and the adjuster states we are still not accepting fault  I just wish this would be further along by now.

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.    

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/24/2014 Problems with Product/Service | Complaint Details Unavailable
1/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: the ** ** ** washing machine is depositing oil leak stains on clothing and bedding during wash. We have lost somewhere between 100 to 200 dollars worth of NEW clothing and bedding. A repair person is coming to fix it but a significant amount of damage has been done. I know it is oil leaks because there are numerous online case studies that have proven the cause based upon the exact same description, "a grey splatter or spotting" "due to a transmission oil seal failure" "that leaks into the washing chamber" At first we thought it was dirt or something but then it ruined our brand new bedding. After I did research recently I discovered other have encountered the same damage. Even my landlord has had this happen to her. So I have pictures, numerous case studies, and damaged clothes. I have tried calling various numbers but they all led nowhere. At this point I don't want a number to call, I want someone who will take this complaint and offer resolution for faulty product damage please

Desired Settlement: re-imbursement for damaged clothing and bedding

Business Response: This letter will acknowledge receipt of your correspondence dated January 14 2013. Electric Insurance is dedicated to outstanding customer service to its policyholders and claimants. We take very seriously any complaint regarding our underwriting or claims handling. Your complaint has been assigned to our claims department for investigation. You can expect to receive a full and complete response from us within ten business days. In the meantime, if you have any questions or concerns, please do not hesitate to contact me at ************ ext ****

Consumer Response: the company paid for my losses in fulli thank them for their customer servicei accept the response of payment as closure to this case. thanks bbb for your help

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/30/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: After 25 years of using this company as my insurance carrier for Auto and home and spending approximately over $35000 with them , WITH NO CLAIMS DURING THAT TIME, I finally cut my losses and cancelled my policies with them and asked for a refund. Their prices have not only gone way out of sight in the last three years but their customer service and the attitude of their people had so deteriorated . Now after agreeing a refund amount with a senior manager in writing on my e-mail, they find that they have made a mistake and reduced the refund amount but refused to provide any data to support the new number, I talked to three different customer service people and managers and they refused to provide any itemized billing or data to support their new number. I am supposed to trust them and their math and not question thei calculations I suppose . Funny how the new number is always less than the first one they sent to me in writing , never higher ...........

Desired Settlement: Pay me the corect amount sent tome in writing and verbally agreed by me with their manager specialist who closes accounts. Even though I calculated that this first number was too low , I agreed to it ,to get rid of dealing with these guys . I am not accepting a reduced amount .

Business Response:

I have received your correspondence dated, December 3, 2013 regarding the above-referenced Electric Insurance Company policy. The above referenced policy number is Mr Gray’s prior policy; the most recent policy *********, was in effect from 07.29

.13 - 11.22.13. In response to your letter of inquiry, an audit of this account has been conducted to determine what transpired. -11.21/.13-Mr **** called and requested to cancel policies, *********1 & *********. An agent informed Mr **** of the cancellation process and emailed him cancel release forms for both policies. Cancel release forms for both policies were received and cancellations were processed same day. -11.22.13-Customer Service Agent emailed Mr **** that the refund amount would be $3966.09 versus $3934.09 which was the correct amount. -11.27.13-Refund issued in the amount of $3934.09 -12.03.13-Mr **** called and a Customer Service Agent informed him that the refund amount of $3934.09 was mailed on 11.30.13 -12.04.13-Mr **** called requesting to speak with a manager to discuss the discrepancy. Mr **** spoke with a supervisor who informed him that he would research the account. -12.06.13-Supervisor spoke to Mr **** and inform him that we would issue additional $32 for refund. -12.09.13-Refund check for $32 was mailed via *****. Accordingly, it is Electric Insurance Company’s position that actions taken with respect to the refund of Mr ****’s cancelled policies were properly rectified and the $32 refund was issued. Mr **** was satisfied with this outcome. If you should have further questions, please contact me directly at ###-###-####. Sincerely ***** *********


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company is the insurance carrier for the installers whom **** ***** uses for installing my washer/dryer last May. I already filed a complaint with **** ***** as well. First of all, I bought a new washer/dryer from **** ***** in May 2013, and six months later, I have water damage that is quite substantial due to improper installation. They denied the claim, saying that the damage was prior and that is absolutely false. When the installer man came over to check it out, three weeks after I started the process, the carpet was dried out, but there were remained water stains, baseboard separating from wall. The GE tech noted that the seal was improperly put on and after a few months of use, got lose, and therein damage to flooring. They are giving me major run-around having me hire a contractor to give an estimate and I don't have money to pay for that when it was their issue/their fault! I didn't do anything but wash clothes, only to have tons of water on my floors. It took days to dry out, but prior to that my carpet guy could testify that wasn't there, and my son felt wet behind the washer and I also heard drip sounds but could not see where it was coming from. I thought it was the roof at first, but no, it was not. No stains from roof, and I put a bucket down and no drop in the bucket, and I need help in not getting such a runaround, no delayed responses, and I feel like everyone is shifting responsibility. I spent 1,000.00 on a new washer and dryer six months ago only to end up in this situation. Prior to that, I had a Sears Kenmore for 13 years and never had a seal break nor any water issue. I

Desired Settlement: Please have them fix my carpet and baseboard! Please make sure they also catch any dry-rot if there is any or mold due to it! And have them pay for and hire a contractor to get an estimate. I don't think they are right having me pay money to get a contractor out myself. All they are doing is "giving me the run-around, hoping I go away..." I will take legal action if this method does not work. Thanks.

Business Response: November 27,2013 RE: Dept. File # ******* Claimant: ***** ***** Claim# ************** Date of loss: 5/11/2013 NAIC# ********* Dear Sir or Madam Electric Insurance Company (Electric Insurance) is the General Liability insurer for General Electric(GE). We received your letter regarding the above referenced claim and provide the following status. On November 1,2013, Ms.***** submitted a claim for water damage to her home due to a faulty installation of a GE washing machine. The company who delivered and installed the appliance was JBC Product Management (JBC). We do not insure JBC. They are part of a delivery network managed by GE and carry their own insurance coverage.  Electric Insurance only becomes involved when there is a dispute between the customer and the delivery company of their insurance carrier. If we must get involved and if we determine the delivery company caused the damage, we step in and attempt to resolve the claim with the customer. We then seek recovery from the delivery company for any money we may pay to the customer. On November 18, Ms. ***** informed us that JBC denied her claim. After a thorough review, it was our determination JBC was liable for this loss. On October 30, a GE technician determined the water leak was due to an improperly installed hose by JBC. We contacted Ms. ***** on November 19 and informed her we would be overturning JBC's denial. At that time we asked Ms. ***** to submit an estimate for repairs. Ms. ***** has since informed us she has chosen Paul Davis Restoration to complete the repairs. Pursuant to our discussions with their Project Manager, Mr. ***** ***, he will be compiling an estimate for the repairs the week of December 2nd. Mr. *** has all of our contact information and will be forwarding his estimate to us. Once we receive this we will review and reach and agreed upon figure with Mr. *** so the repairs can begin promptly. After receipt of Ms. *****'s letter to the Better Business Bureau, , I reached out to her to confirm she understands the current status of her claim. Ms. ***** was in agreement and understands we will be obtaining and estimate next week. Please do not hesitate to contact me with any questions.

Sincerely,
***** ******
Associate Property Claims Manager
Phone: ###-###-#### Fax: ###-###-####3
***********************************

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  

I contacted ***** *** yesterday and he called and emailed confirming that everything was complete with estimate and work. So if that part is true, I am satisfied.  The above referenced letter worded it a bit differently than what was said to me, because the work is complete and they have standard protocol for estimates according to what I learned as I placed a call before I responded to BBB.  I also spoke to **** *****, the adjuster for Electric Insurance several times and he assured me everything will taken care of.  So with that said, I am satisfied. Thanks!

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In Oct 2011, I had my home insurance on my property in WI when my storage unit was burgularized. It took me several months to compile a loss statement as due to several issues. I was packing my storage unit for appox 3 years after my husband passed away and the amount of items that were taken and then some items recovered by police. I moved to Florida in 2012 and was contacted by Electric Insurance in October 2012 and was told the claim was signed off and would be settled in a few days. On or about the 27 of November I was contacted and told I needed to provided Statement Under Oath, which I did on Dec 10,2012. Since then Electric Insurance and the attorney **** ****** refuse to communicate with me. Its been over 2 years and I cant get any answers. I spent thousands of dollars in newspaper ads, rewards and I am entitled to the claim of loss.

Desired Settlement: I have a claim for thousands of dollars and just want this to be settled.

Business Response: October 30,2013

RE: Dept. File # ******** (******* ********)

Dear Sir or Madame:  THis letter will acknowledge receipt of your correspondence dated October 30,2013. Electric Insurance is dedicated to outstanding customer service to its policyholders and claimants.  Your complaint has been assigned to our Claims Department for investigation. You can expect a full and complete response from us within ten business days. In the meantime, if you have any questions or concerns, please do not hesitate to contact me at ************, ext ****.

Sincerely,
****** ** ********
Vice President
Personal Lines Underwriting & Pricing

Business Response: Mrs ******** initially reported her loss on October 13, 2011. She reported contents she had in a storage unit were stolen. Following any theft related loss we request the following information, pursuant to language within the Homeowners policy: 1) a police report, 2) a signed property loss report itemizing the stolen items, and 3) documentation of ownership for these items. This information was initially requested of Ms. ******** on October 13, 2011. On December 5, 2011 we received the police report from **** County Sheriff's Office. From October 13, 2011 until January 11, 2012, we attempted multiple times to contact Mrs. ******** to discuss the status of her claim and outstanding requested information. Unfortunately we were only able to leave voice mails and send emails. On January 11, 2012, we attempted multiple times to contact Mrs. ******** to discuss the status of her claim and the outstanding requested information. unfortunately we were only able to leave to leave voice mails and send emails. On January 11, 2012, Mrs ******** informed us via email that she had been working on submitting the information requested. After multiple follow up calls and emails by us, Mrs ******** again informed us on March 7, 2012 and March 30, 2012 that she would be pursuing the claim and was in the process of submitting the request documentation. On June 20, 2012 Mrs. ******** submitted an email outlining items that were stolen, which totaled approx $34,000. After review of this information, we contacted her on June 26 and asked that the information submitted be done so on our property loss report and that proofs of ownership be provided. At that time, we also asked Mrs. ******** to meet with our investigator. From June 2012 until November 2012, Mrs. ******** did  not respond to any of our investigator's voicemails. We therefore requested Mrs. ******** sit for an examination under oath. A Euo took place on December 12, 2012, at which time Mrs. ******** refused to sign a property loss form and did not provide any documentation of ownership. Therefore, it was agreed a 2nd EUO would be set up once she had this information. since that time two EUO's were cancelled due to conflicts. We have responded to all Mrs. ********'s voice mails and emails, as well as those from her attorney. Our attorney, Mr. **** ******, spoke with Ms. ******** on November 5, and she informed him she would be in Minnesota and not available until after Thanksgiving. Therefore, we have scheduled a EUO with Mrs. ******** for December 13, 2013 at 9:00 am. Once this examination takes place we will asses the validity of Mrs. ********'s claim. Please feel free to contact me with any questions. 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This complaint is against General Electric Insurance Company. I called GE the first week in October 2013 because I started noticing little holes in my shirts. At first I wasn't sure where the holes were coming from, but one day I washed a brand new blouse on the hand wash cycle, and when I pulled it out to hang dry it had 3 little holes in it. I was very upset that the entire time it was my washing machine that was ruining my clothes. Like I said I contacted GE to have someone take a look at my drum. The same time I asked about the drum I told them that the plastic gasket around my washer had a tear in it. The GE rep told me the holes could be coming from the tear and that I should get it replaced. I agreed. When the technician changed the rubber gasket I asked him if he would check the drum for anything that may be damaging my clothes. He said he didn't see anything wrong with the drum, but he did say that the gasket was torn from the inside of the washer leading me to believe like the GE rep that was the cause of my clothes being damaged. I decided to file a claim through GE’s Electric insurance and see if they would help me. I spoke with a lady named ******* ********, and she informed me that she would need pictures of the washer and the damaged clothes. She said I would also need something from GE stating the washer was defective. I told her I had everything except that no one can tell me for sure that the washer was indeed defective, but I was told twice that the rubber gasket being torn could be the cause. I sent her the proof from GE that the rubber gasket was ripped and that I had identified that my clothes were getting holes from the washer. In a later email from ******* she informed me that in the GE "notes" it stated the washer wasn't defective. I asked her to provide me with the information she had gotten because earlier in the day when I spoke to a GE rep it took her 30 minutes to pull up anything about that service call. She said it was an incomplete record and they never closed the call. I own 2 homes and all of my appliances are GE. They have given me trouble in the past, but I have always stuck with GE. That will no longer be the case. I'm very frustrated with the lack of customer service and this entire process. It saddens me that consumers that continually purchase from companies get let down. 2 refrigerators, 2 microwaves, 2 stoves, 1 washer, 1 dryer all GE, and they can't provide $300 to cover the damage of what their product ruined.

Desired Settlement: I had originally asked for no more than $300 for 7 shirts (2 never worn) and a brand new blanket. I thought that was more than fair. I would like some sort of compensation for the damage to my clothes.

Business Response: On October 10, 2013 Ms. ***** **** reported that her GE washing machine tore seven shirts and a blanket, Valued at approx 300.00. In order for coverage to apply, there must be a defect with the GE product. We informed GE the unit was inspected by there technicians multiple times, and the on;ly part that was replaced was a gasket. The technicians could not say for certain if this caused the torn clothing. After a thorough review of this claim and my discussion with Ms. **** on Nov 5, we have agreed to pay 150.00 towards the loss, as the gasket could have possibly caused the damage. Pursuant to my discussion with Ms. ****, we now consider this matter closed. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was rear ended by their client, I went to 3 different body shops that recommended my rear bumper be replaced due to the damage, Electric Insurance called one of the body shops and asked them to write a cheaper estimate which the body shop did but told them it would not be fixed perfect as it is a brand new car (almost 5 months old, 3000 miles) Electric insurance then sent me a check for 641.41 and not the amount to get my car in the condition it was in prior to the accident. All the estimate's for replacing the rear bumper are 1100.00. I am not asking for anything unreasonable, I am just asking for my car to be in the condition it was prior to the accident. I have called multiple times and 99% of the time I never get a return call.

Desired Settlement: I would like a check for the replacement of the rear bumper on my 2013 *** ****, they have sent me a 641.41 check which is in a drawer at home and I am not accepting that as it will not put my car back in the condition it was prior to the damage.

Business Response: We are in receipt of your letter dated October 1, 2013. We have reviewed the above referenced claim and provide the following response. On September 17, 2013, we received a repair estimate from ********* ****** ** ******** in the amount of 1162.06. We contacted this shop and spoke to ******* ******, who wrote the estimate, and was advised the rear bumper cover did not need to be replaced, as it could be repaired. Mr. ****** informed us he wrote to replace the rear bumper cover per Mr. *****'s request. Mr. ****** informed us he would send a revised estimate for review. We at no time requested to write " write a cheaper estimate" as referenced in Mr. *****s letter to your office. On September 18, 2013, we received the revised estimate from ********* ****** ** ******** in the amount of 641.41 and payment was issued to Mr. ***** for that amount. Prior to receiving your letter, we spoke to Mr. ***** regarding the estimate amount and that his shop agreed the bumper could be repaired and didn't require replacement. Mr. ***** informed us he was going to send us another estimate from *** ******* Body& Paint Center, a body shop affiliated with his employer *** ******* ******. On October 2, 2013, we contacted *** ******* Body & Paint  Center and spoke to *** *******, who wrote an estimate and confirmed the rear bumper cover could be repaired and does not require replacement. he stated he wrote to replace the bumper cover per Mr. *****'s request. Based on the information obtained from two body shops, it is our determination the rear bumper cover does not need to be replaced and could be repaired to pre loss condition. In response to Mr. *****'s comments regarding lack of communication, our records indicate representatives from our office maintained frequent contact with him throughout the claim process. Please feel free to contact me at the number listed below should you have any questions or concerns regarding this matter. 800-227-2757 ext ****

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I have spoke yo both bodyshops and both appraisers have atated they called and requested cheaper estimates written, also if *** ******* Bodyshop can fix and not replace I would like to see the estimate you recieved from them which I have not seen. If need be I can get a writem statement from both appraisers stating the conversation that took place between them and Electric Insurance. Also *** ******* (*** *.) told Electric Insurance on the phone Yes it was repairable but was not repairable to the pre loss condition since it is a brand new car with 3k miles. All I want is my car in the same condition it was prior to Electric Insurance's client hitting me. Also Electric Insurance called my wife as she needs to see a doctor about back pain and neck pain and stated she needed the paperwork they said they sent 2 weeks ago and still do not have and also wanted her social security number which she would not gove them on the phone and the lady told her "your not going to get paid without it".  Like I stated above all I want is my car in the SAME condition it was prior to YOUR client hitting us.  

Business Response: We are in receipt of Mr. *****'s response to our response of October 4, 2013. As stated in our response of October 4, 2013, when we contacted ********* ****** ** ******** and *** ******* Body and Paint Center, we were informed the rear bumper cover did not need to be replaced, as it could be repaired. In our original response we included a copy of the revised estimate from ********* ****** ** ******** for repair of the rear bumper cover. When we spoke with *** ******* Body & Paint Center, we were advised they would not send us a revised estimate with out speaking to their customer first, as the customer is requesting the replacement of the rear bumper cover. *** ******* Body & Paint estimate makes note that the customer is requesting a new bumper cover. To reiterate, at no time did we request anyone to "write a cheaper estimate" as referenced in Mr. *****s's response to your office. Based on the information In regards to material available to us, our decision remains unchanged. It is our determination the rear bumper cover does not need to be replaced and can be repaired to pre loss condition. In regards to Ms. *****'s injury claim, a second copy of documents has been sent to her for any injuries being claimed as a result of this loss. Please contact me directly if you do not receive our correspondence within one week. Please feel free to contact me at the number listed below should you have any questions or concerns regarding this matter. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Raymer's Express delivered our washer and dryer on 10/5/13 (purchased at Home Depot). The delivery men came. Only one was the primary contact person. He connected everything and told me we were "all set." My husband and I went down and all the plastic was still on both machines. We removed it and the instruction manuals inside. My husband then left. I put a load of laundry in and went upstairs with my daughters. A while later I heard a strange sound and went down to find the washer had drained all over my floor. It was all in the laundry room and and went into the foyer and hit the family room room carpet. (We had just moved into the house two days prior.) In looking for the cause, we found the delivery guy did not put the drain hose in the drain and obviously didn't run the machine before leaving as WE took off the plastic. I called Home Depot and husband immediately. My husband came right away and wet vacuumed it. Home Depot sent an associate to take a look and the manager told me they would file a claim. It wasn't until Thursday, 10/10/13 that I heard anything from Raymer's. They had actually set something up with Home Depot to send someone from their company to look at the damage, but they didn't set it up with us or speak to us about it so we couldn't arrange to be home. Once I talked to the person, *****, we set it up for the person to come on Saturday, 10/12/13. While on the phone with *****, he asked me to get estimates of damage, but with only two days' notice, it was impossible to get someone out that quickly. Someone from Raymer's came and met with my husband and looked at the damage on 10/12/13. I contacted Home Depot in the meantime to get an estimate for the floors. They set it up for 10/18. I advised Raymer's on 10/15 that I would be getting an estimate. On 10/21 I received the estimate from Home Depot. I again contacted *****, this time via email. On 10/22 I emailed him all the pics I had from the damage. I had not heard anything from ***** at Raymer's since 10/10/13. I also left a message with **** *******, actually a couple, who is from General Electric, Raymer's Insurance as he had sent me a letter with my claim number and told me to call with any issues. He has NEVER returned my phone call. I ended up calling General Electric again on 10/22/13, and spoke to ******* who called Raymer's for me and advised that ***** was home with a sick child. He told me to try the next day. I waited until 10/24/13 and was told by **** at Raymer's that ***** was still out and if he was out again on 10/25, that **** would find someone to help me. I called again today, 10/25/13 and ***** was still not in and no ****. I left messages with General Electric and even spoke to Home Depot Hooksett, NH manager, *****, who said he'd look into it and get back to me. As of 7:30 this evening NOT ONE PERSON has contacted me back. Our carpet is starting to smell. We've been unable to unpack and are expecting family and friends in two weeks for a Housewarming. I understand sick children as I'm a mom, but I also have people cover for me if I'm not there. I'll also be losing a day as I'll need to be here when they are doing the floors.

Desired Settlement: Return my communications at the least or get on Raymer's to make us whole. I just want my floors taken care of as soon as possible. We just bought this house and would like to enjoy it. Thank you.

Business Response: October 28,2013

RE: Dept. File # ******* (********* ******)

Dear Sir or Madam: This letter will acknowledge receipt of your correspondence dated October 25,2013. Electric Insurance is dedicated to outstanding customer service to its policyholders and claimants. We take seriously any complaint regarding our underwriting or claims handling. Your complaint has been assigned to our Claims Department for investigation. You can expect to receive a full and complete response from us within ten business days. In the meantime, if you have any questions or concerns, please do not hesitate to contact me at 800-227-2757, ext. ****

Sincerly,
****** ** ********, Vice President Personal Lines Underwriting & Pricing NAIC # *********

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

I would like to add that I've been dealing with **** ****** from Electric Insurance and he has been very helpful, attentive, and determined to get Raymers to make us whole for the damage that was done.  I want to clarify that I believe Electric Insurance to be the lesser culpable of the two parties.  Thank you very much for your attention to this matter.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

9/25/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 2/1/2013 I began my auto insurance policy with electric insurance. With doing so I signed up for Electronic Funds Transfer (EFT). At the time Electic Insurance pulled $135.79 on 2/4/2013 which was the agreed upon ETF. This amount was suppose to be pulled at the beginning of every month. On March 1st the ETF of 135.77 was not pulled. Since that was a Friday I decided to wait thinking it would pull on Monday. I decided to call customer service on 3/5/2013 since I still had not seen the transaction in my bank account activity. I spoke with a lady and she told me that I was enrolled in ETF and she was unsure why it did not pull and could not ask the billing department as they were closed. (The billing department closed at 5pm cst). I told her lets make the payment now to avoid any late fees which we did. She informed me that she would call me back the next day after she speaks with the billing department on why the ETF didn't pull. She called me back on 3/6/2013 and informed me that the billing department said I was not set up on EFT even though she showed I was. She asked that I fax her the EFT authorization which I did fax her the original. She called me back to confirm that she has recieved it and the billing department processed it and that I would see the agreed upon $135 pull on the first of the month. I thought all was well. The last week of March 2013 I received a notification of EFT from Electric Insurance noting that they would be performing the ETF. The problem was it was for $259.61 which was almost double what it was suppose to be. I immediatelly called customer service and they had no reason for this and couldn't speak to the billing department as they were closed. I called back the next day when the billing department would be open and did not recive an resonable answer to why there system wanted to charge me so much. I proceeded to tell the Electric insurance representative that I have had to call 3 time in one month about billing issues and that i want to cancel my policy. The Rep told me that I cannot cancel my own policy. I called back again April 1st to cancel and was again told I cannot cancel my own policy and was told I had to go through my agent. I had since changed to a different insurance company and received in the mail a statement from electric insurance asking for a payment of roughly $108 for the month of April 2013. I refused to pay this since I had called multiple times to cancel and was told I could not cancel my own policy had my agen contact electric insurance to do so and I should never have been charged in the month of April. They then in May sent me to a collection agency where I receive multiple letters and calls. This has truely been the worst experience I have ever had with an insurance company in my life.

Desired Settlement: Credit the account I had showing either no amount was due or payed in full. Call the collection agency that you use and have the close this down. Send a letter to the credit companys having them remove any derrogatory marks against my credit. I also want a letter showing that this was done and validating that I am not responsible for the balance.

Business Response: RE: Dept File # ******* (**** ******)

Dear Sir or Madam:  This letter is to acknowledge receipt of your correspondence dated September 18,2013. Electric Insurance is dedicated to outstanding customer service to its policyholders and claimants. We take very seriously any complaint regarding our underwriting and claims handling.

Your complaint has been assigned to our Billing Department for investigation. You can expect to receive a full and complete response from us within ten business days. In the meantime, if you have any questions or concerns, please do not hesitate to contact me at 800-227-2757, ext. ****

Sincerely,
****** ** ********, Vice President
Personal Lines Underwriting & Pricing


Consumer Response: I have reviewed the response submitted by the business and am awaiting investigation and resolution.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

7/19/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been a long time customer of Elecrtic Insurance and am disgusted in how they failed to notify me of a claim that was made on my policy in January 2013 for $1000. Electric Insurance called me in January right after the accident and asked me if I wanted to file a claim, I replied "No I would not like to file a claim", that was the last I heard from them about this issue. I was never contacted or notified via mail/phone/email when the other driver involved in the accident decided to file a claim, which ended up incurring $1000 in charges. I just found out about this $1000 claim when they called me on Monday, June 24th and told me they were not renewing my policy come August 2013. I have never heard of such terrible Customer Service in notifing a customer. This claim of $1000 not only hurts me financially but now i have to spend time finding another insurance company that will take me. I have never head of a company that doesnt notify its customers of a claim that is being processed on their policy.

Desired Settlement: I I need something that will remedy this issue a letter, an apology....something that will fix this wrong- I feel beyond violated. I now have to scramble to find a car insurance company by August. I am beyond distraught and so angry at this company for not telling a long time customer of what was going on.

Business Response: On January 25, 2012 we were informed by Ms. ******** that she had struck another vehicle from behind and she did not wish to pursue a claim for her vehicle. The vehicle Ms. ******** struck did however sustain minor damage and the owner of the vehicle wished to have her vehicle repaired. We investigated this loss and determined that our insured was solely responsible for this loss and we issued a payment according to contractual obligation of Ms. ********'s personal auto policy. While it is Ms. ********'s right to not make as claim for her vehicle, we are still legally responsible for damages caused by this accident. Futhermore, due to privacy concerns with all parties involved we do not issue notifications to any parties regarding the investigation or settlement unless we are legally required to do so.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/28/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had a car insurance policy with Electric Insurance Company which started on March 27, 2012 and expired on March 27, 2013. I paid the policy in full in early March 2012. I cancelled this policy on March 18, 2013 because I changed to another insurance company. On April 29, 2013 I received a call from Access Receivables collection agency telling me that they are trying to collect a debt that I owe to Electric Insurance Co. for $54.41. I explained to them that the policy was paid in full and that I cancelled the policy 9 days before the policy expired so Electric Insurance Co. owes me money. I also called Electric Insurance Co. and they wouldn't give me any information as to why they think I owed them $54.41 or which the charge was for. I spoke to a number of representatives who either disconnected the call or placed me on hold indefinitely and never came back to the line. I have an excellent credit rating and always pay my bills on time and now my credit and my name is being tarnished because of a bogus claim. I don't owe Electric Insurance company a cent and it is unethical what they are doing.

Desired Settlement: I would like this bogus complaint resolved with the collection agency and I would like them to stop calling me. I would like anything negative that was put in my credit file with Transunion, Experian or Equifax pertaining to this matter removed. Last but not least, I would like Electric Insurance Company to refund me for the 9 days that I paid for but didn't have car insurance with them.

Business Response: April 30, 2013

RE: Dept. File # ******* (****** *******)

To Whom It May Concern:
This letter will acknowledge receipt of your correspondence dated April 29, 2013. Electric Insurance is dedicated to outstanding customer service to its policyholders and claimants. We take very seriously any complaint regarding our underwriting or claims handling.Your complaint has been assigned to our Billing Department for investigation. You can expect to receive a full and complete response from us within ten business days. In the meantime, if you have any questions or concerns, please do not hesitate to contact me at 800-227-2757, ext. ****.Sincerely,****** ********, Vice President Personal Lines Underwriting & Pricing May 9, 2013 Dear Sir or Madam: I have received your correspondence dated April 29, 2013 regarding the above-referenced Electric Insurance Company policy. ln response to your letter of inquiry, an audit of this account has been conducted to determine what transpired. Below, please find a brief summary concerning the complaint issued by Ms. *******. 02.11.13 - A renewal was generated for Ms. *******'s auto for the policy term 03.27.13 to 03.27.14. 03.07.13 - A renewal premium invoice was sent to Ms. ******* for $826 with a due date of 03.27.13. 03.08.13 Notification was sent to Ms. ******* that her renewal policy would be cancelled due to underwriting reasons, effective 04.29.13. 03.14.13 Upon receipt, Ms. ******* requested that her auto policy be cancelled effective 03.18.13. The necessary documentation to cancel the policy was sent via email. 03.20.13 - A cancellation release form was received from Ms. ******* with a requested cancellation date of 03.18.13. At which time we attempted to update the cancellation date to 03.18.13, however the updated cancellation date erred in our system. 04.19.13 - A courtesy automated phone call was sent to Ms. ******* stating an amount was due to prevent the account from going to collections because the cancellation date was not amended to 03.18.13. 04.25.13 The account was sent to Collections for the amount of $54.41. 04.29.13 - Ms. ******* called in response to the earned premium due, at which time the agent realized the cancellation date of 03.18.13 did not process. 05.03.13 -The auto policy was retroactively cancelled to 03.18.13. This removed the $54.41 balance that was sent to collections for the renewal term. A credit of $20.29 remained on the account due to the cancellation date of 03.18.13 occurring in the prior policy term that was paid in full. 05.06.13 A refund for $20.29 was issued and mailed to the address on file: *** ********** St, Apartment ***, ********, NY *****. Electric Insurance Company immediately took corrective actions to adjust the cancellation date as soon as the system generated error was identified. The auto policy was retroactively cancelled to the prior policy term on 03.18.13 and Ms. *******'s account was immediately removed from collections. At this time the customer's account has no outstanding balance and the $20.29 refund has been mailed to Ms. *******. lf you should have further questions, please contact me directly at 1.800.227.2757, extension ****.

Sincerely,
***** *********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/22/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: To whom it may concern :
My wife received a recall notice regarding our dishwasher and she tried to complain several times , with no results . My wood floors are completely destroyed from the defective dishwasher . I spoke to a representative , and was instructed to have a company to check the dishwasher and the service person checked the dishwasher and did nothing , after I paid almost $150 . I am afraid the dishwasher may cause more damage to the house .

Desired Settlement: I want another dishwasher to replace the defective one , and the damaged flooring replaced .

Business Response: This letter will acknowledge receipt of your correspondence dated March 5, 2013. Electric Insurance is dedicated to outstanding customer service to its policyholders and claimants. We take very seriously any complaint regarding our underwriting or claims handling. Your complaint has been assigned to our Claims Department for investigation. You can expect to receive a full and complete response from us within ten business days. In the meantime, if you have any questions or concerns, please do not hesitate to contact me at 800-227-2757, ext. ****.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased the insurance on our refrigerator 5/20/2011 at the price of $379.16. In July 2011 we had to call them for the loud noise which turned out to be ice build up on the fan (which is an on going problem). Then the refrigerator was not keeping food cold so they came and said we needed a new compressor during a service call (mind you this is never done in a timely manner). (time frame 8/2012-9/2012). Another technician came and put in a new thermostat and tweek the controls instead of putting in the new compressor. Seems to me they did not want to be bothered. It seemed slightly better at the time but still not cold enough. So from 2011 till December 2012, we had a compressor in our home with nobody too anxious to install it. On December 29, 2012 Friday) the whole refrigerator and freezer was warm and everything thawed. We had to find room for all of our food since it was still the holiday season where you have much more food than usual. And since it was friday evening no one was at GE to take our call till Monday. On Monday, they made an appointment for us to come out on Thursday January 3, 2013. When the technician came he moved out the fridge to check the compressor, which he denies doing because he is a compulsive liar, having had issues with him previously. He then gathered up all of his tools and bag and went to his truck. He came back in the house and I was wiping up the floor and he said he did not have any freon and he would have to come back tomorrow, which was a Friday. We waited all day Friday for him till 2:30 pm and I called to see when he was coming and I was told that I was rescheduled for the following Thursday January 10th 2013. Needless to say I was furious and complained profusely. So they moved the service call up to Monday January 7, 2013, another weekend without a refrigerator totally screwed us. By Monday the food in the coolers was quite unsafe to eat, about $100 worth of meats and vegetables. The rest of the food was at my daughter’s house so I could not even cook a decent dinner and it’s no fun trying to live out of a cooler for almost 2 weeks, highly incompetent technicians. I must add that on Friday, we found another compressor on our back porch. The second one, the first one was never installed. I just got to move it out of my way and dust it every once in a while. Previously when these technicians would come to service our refrigerator, I told them that I had that compressor. He said it was a big job and it would take two men all day to put it in. Well, the same tech that came Monday and told me that he could put in the compressor by himself in about 2.5 to 3 hours, always passing the buck!. when he pushed the refrigerator back, there were scrape lines and bubble marks on the floor because he didn’t put anything down when he pulled or pushed out the refrigerator. I talked to the electric insurance company and the tech said the fridge was already out, which is not true. I had it out about 6 inches to unplug it but the scratch and bubbled marks are about 1 foot out from the fridge. If he didn’t push it out, then how did he determine that it was the compressor. Nothing but lies and incompetence. So I have an issue with the untimely way this matter was dealt with and also the insurance company that says the flooring issues was not done their tech, plus the loss of food which they said would only be covered if my refrigerator was 5 years old or less. What’s that got to do with our loss? ps. I am not 100% sure of exact dates but my problems with this refrigerator have gone on from July 13 2011 to Jan 7, 2013, about 7 service calls. It’s either a lemon or incompetence. GE appliance insurers should be notified of poor work done by techs. Insurance company informed also about lies and incompetence

Desired Settlement: Replacement of floor. If I continue to have issues with refrigerator, replace the fridge

Business Response: This letter will acknowledge receipt of your correspondence dated February 14, 2013. Electric Insurance is dedicated to outstanding customer service to its policyholders and claimants. We take very seriously any complaint regarding our underwriting or claims handling. Your complaint has been assigned to our Claims Department for investigation. You can expect to receive a full and complete response from us within ten business days. In the meantime, if you have any questions or concerns, please do not hesitate to contact me at 800-227-2757, ext. ****.

Business Response: February 25, 2013

Better Business Bureau
290 Donald Lynch Boulevard, Suite 102
Marlborough, MA 01752-4705

Ms. ***** ****** *** **** *** *** ********, PA ***** RE: Complaint #: *******
Claimant: ***** ****** Claim No: ************** Date of Loss: 1/3/2013 NAIC# *********

Dear Ms. ******:
We have received the above referenced claim and provide the following explanation and status.

On January 4, 2013, you submitted a claim for damage to your linoleum floor following a visit from a General Electric (GE) technician. The technician was at the home to diagnose and repair your refrigerator. During the visit, you claimed he pulled the refrigerator away from the wall to complete the repairs, which caused damage to your floor.

We have contacted the technician, Mr. **** *******, who claims the refrigerator was already pulled away from the wall approximately 2 feet when he arrived. Additionally, he claims he did not move the refrigerator at any point during the visit and left it in the same location when he left your home.

After receiving your Better Business Bureau complaint, | contacted you on February 25. Pursuant to our discussion and based on the circumstances, We have offered 50% of the repair cost to your floors as a concession. You have accepted this offer and advised me that you will have your contractor complete an estimate for the damaged floor. Once this is done, please have them contact me directly so that We can review their estimate. Regarding your food spoilage, regretfully We cannot offer any compensation for this portion of the claim, as the appliance is over 11 years old.

ln your letter, you also expressed that if you have continued issues with the refrigerator, that you will be requesting a replacement. Electric Insurance does not handle the servicing or replacement of GE appliances, and We therefore refer you to contact GE directly.  Please do not hesitate to contact me with any questions.

Sincerely ,
***** ******
Electric Insurance Company Associate Property Claims Manager 75 Sam Fonzo Dr., Beverly, IVIA 01915 phone: 978.524.5232fax: 978.236.5232 *********** @electricinsuranceßom
75 Sam Fonzo Drive, Beverly, MA 01915 800.227.2757 www.e|ectricinsurance.com

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

Consumer Response:

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

2/19/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On Monday January 14, 2013 I called Electric Insurance for a sales quote for home renters and auto Insurance. The sales rep failed to advise me that my credit report will be obtained. On the same date at 12:36 My Experian Credit file was disclosed to Electric insurance. I advised several times I did not want my credit to be inquired as I was getting a house. After several attempts to advise employees of thier actions They claim That I gave concent to run my credit. At no time did I advise anyone to run credit I authorized a investigation of my insurance history. and or claim history only. I have reached out to **** ****** who is listed as the "Chief Compliance Officer" and expressed concern and he has failed to take action and claims that "I heard the credit disclosure" at the begining of my sales call. This is not true nor did the sales rep advise that credit will be run. I was told this was a "Insurance Based Credit Score" I asked for a copy of the audio tape. We will be following up with several Federal agencies and The Attorney General's Office to be sure Electric Insurance is 110% in compliance. I have asked Mr. ****** to delete the quary from credit reports and he advised negative.

Desired Settlement: Remove quary from credit report(s) $1,000 settlement for pulling credit without consent . Refusal to do so We will file a complaint in Springfiled Federal Court. and Palmer District court.

Business Response: January 25, 2913

BBB serving Eastern MA, ME, Rl anol
290 Donald Lynch Boulevard, Sulle lO2
Marlborough, MA 01752-4705

RE: Dept. Fire ******* (****** *******)

Dear Sir or Madam:
This letter will acknowledge receipt of your correspondence dated January 25, 2013. Electric Insurance is dedicated to outstanding customer service to its policyholders and claimants. We take very seriously any complaint regarding our underwriting or claims handling.

Your complaint has been assigned to our Contact Center Department for investigation. You can expect to receive a full and complete response from us within ten business days. In the meantime, if you have any questions or concerns, please do not hesitate to contact me at 800-227-2757, ext. ****.

Sincerely,
****** ** ********, Vice President Personal Lines Underwriting & Pricing

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Business Response: To Whom It May Concern,
Electric Insurance Company has reviewed Mr. *******’s rebuttal.  Mr. ******* has provided no new information for consideration by the Company.  As such, the Company stands by its original response that it acted properly and in full compliance with all applicable laws and regulations.

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

This is not a vaild response to the complaint. Futher avenues of the investigation will continue.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

2/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a new refrigerator and dishwasher from Home Depot in the Southwest Florida back on 11/10/12. Upon arrival of the installers I had to deal with a disgruntled installer to the point I informed him that if his attitude continued I would ask that he leave my property. His issues with my installations were that he was ill equipped and incompetent as he rushed the job. I even called Home Depot and they recommended I call his company direct at Ralph’s Transfer; however, all I got was an answering machine and was never called back about my concerns. Once the installation was complete, everything seemed to be working fine, however, about two weeks later I began hearing a hissing sound, opened up the cabinet door only to find the connection from the dishwasher to the water supply was spraying water all over the inside of the cabinet and about an inch of water lye on at the bottom of the cabinet. I called Home Depot and they directed me to contact Electric Insurance Company, once contacted I was given a claim number and they would contact the installer ******* ********) to come out and assess the damage. Upon arrive several days later, their adjuster concurred that this was a faulty installation he took pictures and departed. I was forced to fix the leak myself as my family required use of the sink and water from the kitchen. Electric Insurance and ****** transfer informed that I should have hired a plumber for proof of a leak and a statement, and that I would be refunded for the service. However, as it stands these organizations are not taking any liability for the damage and it seems ridiculous for me to called a plumber when all the problem was a loose connection that did not begin leaking for an unknown amount of time after installation. After over a month I finally received a letter from ****** Transfer that it was their decision that the damage was from a previous issue and refused to take responsibility for their incompetence. I immediately contacted Electric Insurance Company as to the decision by the installer. They informed me that if that was ****** Transfer decision then I would have to complete an appeal and provide all sorts of ridiculous proof that my damages were ****** Transfer’s fault and not previous damages. It is my assessment that both of these companies simply want this matter to go away and hoped that I would settle for their incompetent customer service. My frustration is also with Home Depot for not getting more involved in this process that they clearly have involvement with, as they sub-contract the delivery and installation to ****** Transfer, and sell products that are covered by the Electric Insurance Company! Home Depot just like the other companies above, have sent me on more wild goose chases, long hold times and answering services that have added up to hours of wasted time! This is why I’m filing complaints with all these organizations and will NOT do business with Home Depot, General Electric, or ****** Transfer ever in the future and will warn as many potential customers as possible to do the same!

Desired Settlement: To take responsibility for the sub-contracted (****** ********) installers and an honest assessment of water damage caused by incompetent installation and then to clean, repair/replace any wood or any other damages i.e. mold caused by their lack of providing competent installers! Also an apology for the rude behavior of their installers and not returning my calls!!

Business Response: Please find our attached response.  Thank you,

Dave Nelson
Associate Property Claims Manager
Electric Insurance Company

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/31/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I will start from the beginning. On Friday, Oct 26 my husband and I started a load of clothes in our GE Washing Machine. When we returned home we had 3 inches of water throughout our entire house. My husband, my neighbor and I worked for the next 3 hours trying to get all of the water up that span across most of my house. I called GE and explained what happened. They sent a service tech out and he stated to me and to the customer service rep on the phone that it was the fault of the washing machine. I then called GE back and they directed me to call Electric Insurance and start a claim. I did so and spoke to the gentleman who first took my info. He directed me to call ******* and have the clean up started. So I did. ******* came out and once they got approval from the agent from Electric Insurance the work began and for the next few days we dealt with having floors removed, furniture being removed, dryers blowing to dry sub floors and humidifiers running. At that time my family shifted to adjust to what was going on. We then and since then have been reduced to using 2 bedrooms and 1 bathroom. We have no kitchen or laundry room. Everything was going smoothly with *******. They were updating us with what was going on. We picked out our carpet and tile selections so that the floors could start being put back in. The next day I received a call from this agent and on VM he left me a message that stated.. The estimate to have my floors replaced was well over $23,000 and that was much more THAN THEY WERE EXPECTING. I could NOT believe the VM. After that the claim was handed over to another agent and I was told that an adjuster would have to be sent out to assess the damages. It has now been 3 weeks with out any more work done to repair my house back to the way it was before I washed a load of clothes. I am now being told by Electric Insurance that the settlement that I receive will be the repair of the floor MINUS the amount they factor in for the depreciation of my floors. The rough estimate of the depreciation that they are speaking of is about $5,000. So here is the problem with ALL of this. Since I have no kitchen at the moment and no way to wash clothes. My family has had to eat out every meal because we have no way to prepare food. My family does not budget for eating out every meal. I have been "told" that I will be paid for the receipts that I have kept since this started. But I have NO faith in anything I am told now considering I was told from day 1 that GE would be 100% and that is FALSE. Electric Insurance states that it is in there policy with GE that they do not pay the value of new floors but they factor in the amount of depreciation. My family is SUFFERING. We are we are having to pay money for a situation that in NO way was our fault. We were unable to have family over for Thanksgiving because I have no where to cook, no where to sit since all of my furniture has been put in a Pod that has been in my driveway since the beginning. (We also have a HUGE dumpster that has been in my driveway for a month now) All my family and I want is to have my house put back the way it was before I did something as simple as wash a load of clothes. Below is a list of things that has been affected. Maybe a price value can be put on my floors along with INCONVENIENCE. 9 rooms of ruined floors 1 month of receipts from where we have had to eat out since we have not kitchen 1 month of not being able to wash clothes and having to use others washing machine 1 month of Gas that I have burned having to drive and get meals 1 month of my oldest daughter having to sleep on the floor because I don't have anywhere else to sleep since we are down to 2 beds in 2 rooms. Not being able to celebrate Thanksgiving in my home Down to 5 people sharing one bathroom because my daughters bathroom was damaged Higher water bill because of all the water that flooded my house Higher power bill because of all the fans and humidifiers that had to run constantly for a week to dry my sub flooring (which was 41% saturated in water) I have plenty of pictures of my floors after the flood and I have plenty of pictures of how my house is now and has been for the last 3 weeks. I am at the end of my patience. I am very very very disappointed in this experience. I work for a company where we LIVE by taking care of our customers and even though I am not a customer of Electric Insurance, however I am a customer who bought a washing machine and had my house damaged by that washing machine. I know that in all fairness my family should not have to pay ANYTHING out of pocket for a malfunction of a GE appliance.

Desired Settlement: I want to my house put back the way it was before I washed a load of clothes in my GE washing machine. I want my money back for all that my family and I have had to pay out during this horrible experience.

Business Response: ******** *** **** ****** ******** ****** *** ****** ***** ********** ***** *** ************ ** ********** *** ********** **** ** ******* ********* ******** ****** ***** *** ************** **** ** ***** ********** ***** *********
Dear Sir or Madam:
We have received the above referenced claim and provide the following explanation and status. Electric Insurance Company (Electric Insurance) is the General Liability insurer for General Electric (GE).
Electric Insurance first received notification of Ms. ******’ loss on October 29, 2012. Ms. ****** reported Water damage to her home allegedly caused by a GE Washing machine. After receiving a diagnosis of the issue from a GE technician on October 31, it was confirmed that a manufacturing defect took place with the Washing machine causing the loss.On November 7, after discussing the extent of damage with the water mitigation company (*******), We assigned Mr. Boyce **** from Eagle Adjusting Services (Eagle) to inspect the loss. Mr. **** inspected the loss on November 12, and based on this inspection We made a settlement offer to Ms. ****** in the amount of $17,173.30. This offer included the repair cost, *******’s dry out costs, and a deduction of $3,147.92 for depreciation. Since this is a liability claim, our obligation is to pay actual cash value (i.e., replacement cost less deduction for depreciation). We also informed Ms. ****** we would consider payment for her loss of use expenses but would need documentation for this portion of her claim for any consideration.
On December 4, Ms. ****** informed us she Would be pursuing her claim through her homeoWner’s carrier, Allstate. Based on this conversation, We have offered to reimburse Ms. ******’ homeowners deductible pending proof of the deductible amount through a copy of her Allstate Policy Declarations Page. Once We received this information We will promptly issue payment.Please do not hesitate to Contact me if you have any further questions.
Sincerely , 
**** ****** ********* ******** ****** ******* ******** ********* ******* ** *** ***** **** ******** ** ***** ****** ************ **** ************ **********************************

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******. The concern I continue to have is “deduction of $3,147.92 for depreciation. Since this is a liability claim, our obligation is to pay actual cash value (i.e., replacement cost less deduction for depreciation)” per GE.  While they say their obligation is to pay actual cash value, the $3,147.92 is not an amount that I should have to cover due to their confirmed manufacture defected washing machine. I should not have to come out of my pocket to cover any portion of depreciation, expenses, replacement or clean up. I also should not have to make a claim on my insurance to cover the repercussions of a defected product.Their follow up and timeliness lacks the urgency needed to handle a situation where I have been unable to live normally in my house, can’t cook meals and my family cannot make use of their rooms since October when this happened. I was unable to have a holiday dinner at home for Thanksgiving and we are near to Christmas.  I have no floors, and my kitchen is still dismantled and unusable. This has been an unacceptable offer to correct their confirmed manufactures defect as well as their timeliness lacks urgency needed to assist my family from returning back to a normal lifestyle in our home.Regards, ******** ******    

Business Response:

Dear Sir or Madam,

Since our last update on this claim, we have confirmed that Ms. ****** has pursued the damage to her home through her Homeowners carrier, AllState.  We have therefore reimbursed her deductible of $500 and paid $1,513.13 towards her food expenses.  This payment is for costs incurred through today, December 20.  I have asked Ms. ****** to inform me of the time frame to have her repairs completed so that we can determine if any additional amount is owed for her food expenses.

Please do not hestiate to contact me with any questions. 

Sincerely,
***** ******
Associate Property Claims Manager
*** *** ****

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.

Regards,
******** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/24/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a Service call on: Nov 2, 2012- **** * **********.. To HAVE MY WASHER REPAIRED... The agitator on my ** ****** defaulted AND BROKE causing the items in the washer that was being washed during the time the washer defaulted to get damaged, The items that got damaged was a new: *************** ******** ******* ******** set that I had and I was washing the mattress protector along with another sheet and when the agitator broke and messed up it tore up my bedding. I just bought this bedding on: ********** *** **** ***** ***********....... These allergy bedding sets are not cheap especially for King size. I paid $84.75 plus $4.99 S& H and taxes of: $6.28 ...... After Customer service set up my service appt. she told me to call Consumer Relations to see if they could assist in replacing the items that got damaged from the washer... Well, I tried to call customer relations at ************** and the representative said "******** ********** handles item damage claims and I got directed to them but got no answer so now I am stuck to square one again... I am really hoping someone will help me with this!

Desired Settlement: REFUND or PRODUCT REPLACEMENT: I'd like this to be settled and hope that ** Will pay to have this bedding replaced being now that I have to replace this bedding since the default of the washer caused it to get messed up. I will be happy to show proof that I just bought this bedding... I'd like a refund or product replacement.... The brand that got damaged by the GE Washer is: "************* and it is King size and I purchased from : **** *** on 10/19/2012 for $84.75 plus $4.99 shipping and $6.28 taxes. Thanks...

Business Response: Dear Sir or Madam,
We have received the above referenced complaint and provide the following explanation and status. ******** ********* ******* (Electric Insurance) is the ******* ********* insurer for General Electric (GE).
Electric Insurance first received notification of *** ****** loss on October 29, 2012. She reported damage to her mattress set caused by an issue with the agitator in her ** ******* *******. On November 2, a ** ********** confirmed the agitator malfunctioned and we immediately issued payment to **** **** in the amount of $90. A supplement payment of $6.02 was issued on November 6 after she notified us of the final cost to replace the item. In total, we have issued $96.02, which is equal to the amount claimed. We feel we acted promptly and fairly throughout the claim process and we consider the matter resolved.
Please do not hesitate to contact me if you have any further questions.
********** **** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/25/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The refrigerator listed above has not worked right since it was installed. The water line keeps freezing up causing the refrigerator not to work right. In Jan 2012 because of the frozen line, water leaked out the back of the refrigerator and I had to replace my kitchen floor, ** refuses to take responsibility or replace the refrigerator

Desired Settlement: I would like ** to replace the refrigerator free of any additional charge

Business Response: August 21, 2012

Better Business Bureau
290 Donald Lynch Boulevard, Suite 102
Marlborough, MA 01752-4705

RE: Dept. File ******* (****** ********)

Dear Sir or Madam:

This letter will acknowledge receipt of your correspondence dated August 18, 2012. Electric Insurance is dedicated to outstanding customer service to its policyholders and claimants. We take very seriously any complaint regarding our underwriting or claims handling.

Your complaint has been assigned to our Claims Department for investigation. You can expect to receive a full and complete response from us within ten business days. In the meantime, if you have any questions or concerns, please do not hesitate to contact me at 800-227-2757, ext. ****.

Sincerely
****** ** ********, Vice President Personal Lines Underwriting & Pricing
75 Sam Fonzo Drive, Beverly, Massachusetts 01915 www.e|ectricinsurance.com / 800-227-2757

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.


BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

8/16/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On April 10, 2012 my son and I were involved in a no fault of our own rear end collision with one of Electric Insurance's customers. My son and I were both having headaches and neck pain so we visited the local ER and gave
them a copy of the police report instead of our insurance cards so the hospital could bill the insurance company for the visit. This is the only visit we had related to the accident. Electric Insurance paid out over $3000.00 and settled the car insurance claim, however, they will not pay out the ER claim. We have called into ***** ******** at 1-800-227-2757 x *** on multiple times and she is giving us the run around wanting us to file this on our insurance and make them pay out the claims and I do not feel that that is correct and neither does my wife's work (for my sons insurance) or Medicare (for my insurance). At this point, we have been billed a total of $422.00 from the hospital
and cannot get any kind of resolution from Electric Insurance and they are just being very rude. We don't know how to get this resolved and do not feel like we should have to pay these bills.

Desired Settlement: Electric Insurance should pay the ER $422.00 for the 2 bills (each were $211.00)

Business Response: Our insured , ****** ******* struck the rear of a car being operated by ***** ******* who was stopped in traffic on ****** Road in **********, SC. Mr. ******'s son, *****( age **) was a passenger in his vehicle and both of these parties sought medical treatment at ******* Hospital on April 10th, 2012. Negligence is not an issue. Our adjuster, ***** ******** initially discussed these injury claims with Mr. ******s on April 11, 2012 and mailed standard Medical Authorizations the same day so that we could obtain the needed bills and records. We subsequently received the completed forms and requested the medical bills and records directly from ******* Hospital on May 7, 2012. We were able to obtain the medical records on July 9, 2012, but we did not receive the bills from the hospital. Our adjuster spoke to Mr. ******s on July 25, 2012, twice on July 27 and again on July 31, 2012 to obtain medical bills that were in his possession. The 2 medical bills for 211.00 from the hospital for ***** and ***** were received by us from Mr. ******s on August 1, 2012. The bills were paid the same day to ******* Hospital, check # ****** for ***** and check # ****** for *****. I feel that we have provided an amicable resolution to this matter. Thank you again and please feel free to contact me at 800-227-2757 ext **** if I can be of Further assistance or if you have any questions or concerns.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

7/28/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had home insurance with this company for three years and I have a ***** *** dog that has been carried on the policy. I recently got a survey in the mail from my insurance company and they asked what breed of dog I have. I checked ***** *** and about 4 weeks after I sent the survey back in, I received a notice from the company that they were canceling my account through my insurance agent whom was also baffled. My dog is ** years old, has *********, and has never bitten anyone and she is a very nice loving dog whom wouldn't hurt anyone but my insurance company says that she is a bite risk. They knew I had this dog whenever I signed this contract and the contract never said anything dog breed restrictions. When my agent contacted them they say that they have paid over $1 Million in dog bite claims so they are dropping anyone with "high risk dogs". Since I have both of my policies with the same company, I now have to move to a different carrier.

Desired Settlement: I just wanted to register a complaint with the company because it is unfair that they cancel my account, or anyone's account for that matter based off of someones dog who has been on their policy the whole time. If your dog is
a mixed breed check mix and don't certify any certain breed. My dog is not a violent and never has been a violent dog and this is completely ridiculous. It is unfair to discriminate people based off of their animals. I also want the public to be aware before doing business

Business Response: July 12, 2012
 
To Whom It May Concern;
 
As part of our new business underwriting we do have select breeds for which we do not offer homeowners coverage due to liability and biting concerns.  Unfortunately we were only first made aware of this dog based recently based on a routine survey returned by the customer.  While we have been unsuccessful in reaching this customer we did reach out to the customer’s agent upon receipt of this complaint to provide further consideration for this situation which was declined.

Business Response: Dear Sir or Madam:

This letter will acknowledge receipt of your correspondence dated June 29,2012.

Electric Insurance is dedicated to outstanding customer service to its policyholders and claimants. We take very seriously any complaint regarding our underwriting or claims handling.  Your complaint has been assigned to our Underwriting Department for investigation. You can expect to receive a full and complete response from us within ten business days. In the meantime, if you have any questions or concerns, please do not hesitate to contact me at 800-227-2757, ext. ****.

Sincerely,
****** ** *********
Vice President Personal Lines Underwriting & Pricing

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/1/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i been with electric insurance for 12 yrs,i had 2 vehicle in the policy then as of 4/18/2012 i purchase a new vehicle i add to my policy on 4/18/12 i spoke to a customer service name ***** she gave me a new quote with the 3 vehicle which was to high i gave her the vin # of the new vehicle,then she said i had to fax her my daughter grade,and driving course certificate and i also send her the copy temporary card for the vin # number to be correct
and also call her to let her know that the vin # was incorrect she call me back and said she got the fax.so am thinking that the vin got corrected.no it did not my renew started in 3/29/2012.that the first compliant.the second i
got a lower insurance rate with another insurance i call 5/5/12 to cancel my insurance spoke to *********** ******* he said he was going to email me a cancelaation form to sign send back.i ask him what my balnce will be
he said it will be the 267.00 owe that month or a refund once they do the adjustment.well i got a final bill of 822.34 on 5/8/12 i cal the billingt dept spoke to ***** from extencion **** he review the bill i explain everything to
him he said oh am sorry but *********** should of mention to u that there a state stipulation from the insurance to charge %10 of cancelation fee i said i ask *********** and he said i might be charge the monthly fee for
that month or get a refund he apolized on electric behafe but said that if i dont pay it will go to collection and my credit report.i feel that electric insurance did not cover my new car being the vin was wrong when i fax them
the right on how about if the vehicle was in a accident my car would not be cover and they billing me for they error .

Desired Settlement: i want electric insurance to cover the charge of 822.34 for not providing me with the correct amount due when i spoke to *********** and he told me a diffrent story. and for there error they commited in the vin number in other words they where charging me a bill for a vehicle that i provided and fax the write number and i read my policy declaration is does not say notheing about 10 % fee they collecting

Business Response: May 22,2012

BBB Of Eastern MA, ME, RI, & VT
290 Donald Lynch Boulevard, Suite 102
Marlborough, MA 01752-4705

Re: Dept. File ******* (******* *******)
Electric Insurance Compong Policg Number: *********

Dear Sir or Madam:
I have received your correspondence dated May 14, 2012, regarding the above-referenced Electric Insurance Company automobile policy. In response to your letter of inquiry, an audit of this account has been conducted to determine what transpired.

On April 18, 2012, Mrs. ******* called Electric Insurance to add a 2006 ****** ****** to the policy. Identification cards were emailed to Mrs. ******* and faxed to the dealership that same dog. In addition, an updated declarations page
and hard copies of the identification cards were mailed. We never received notification from Mrs. ******* that the VIN was incorrect and have confirmed through the recorded phone call that we added the vehicle using the provided by her. Regardless, in the event of a claim the ****** ****** would have been covered.  On Mag ii, 2012 Electric insurance received a call from Mrs. ******* requesting cancellation of her policy. The agent reviewed that earned premium would
be due on the account and a prorated bill would be sent to Mrs. ******* once the policy was cancelled. We received the signed cancellation forms on Mag 7, 2012. The policy was cancelled Mag 5,2012 per Mrs. *******'s request.

Mrs. *******’s return cancellation premium is calculated is follows:

March 29, 2012 — The policy renewed with an annual premium of$3281

April 18,2012 - Endorsement processed resulting in a prorated premium increase of Utilizing the requested cancellation date of Mag 5, 2012, the total policg amount was $537.47 in earned premium The short rate fee from cancelling on this date
is $689.99 $5 in Service charges were assessed to Mrs. ******* throughout the gear, which raised the policg total to $1232.46 Mrs. ******* paid a total of $410.12 into the policg$1232.46 minus the paid amount of $410.12 leaves a remaining balance of $822.34.  $7442.04 minus the unearned premium of $6209.58, and subtracting the amount already paid of $410.12 leaves the remaining balance of $822.34

Electric Insurance Company's action regarding this policg is based on the Insurance Services Office (ISO) guidelines that were filed with and approved bg the State of Delaware. The ISO General Rule #10 (Cancellation), paragraph A2a, states that "ifa policy, vehicle or form of coverage is cancelled by the insured, for one-gear policies, compute return premium at 90% of the pro rota unearned premium for one year." A copy of this rule has been included for reference. Our action of withholding 10% of the unearned premium was, therefore, compliant in the State of Delaware and consistent with our filing.When Mrs. ******* first issued this policy in 2001, 0 copy of the policy provisions was provided. in 2004 we sent additional copies of the policy provisions (enclosed). Please reference the "Other Termination Provisions" section 3.d.2 for o description of the cancellation calculation. In addition, notification of the possible fee is included in every installment.
Accordingly, it is Electric Insurance Company’s position that the cancellation method and subsequent calculation for this account were proper. If you should have further questions, please contact me directly at ************, extension ****.

Enclosures
75 Sam Fonzo Drive, Beverly, Massachusetts 01915 www.electricinsurance.com / 800-227-2757

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.   i will call electric insurance and make pymnet arragement even due i still dont agree but thank you for your help bbb.

 

 

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.   i will call electric insurance and make pymnet arragement even due i still dont agree but thank you for your help bbb.

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/30/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a letter dated April 23, 2012 from my Home and Auto Insurer (i.e., Electric Insurance Company, 75 Sam Fonzo Drive, Beverly, Massachusetts 01915), informing me to contact them within thirty (30) days or they would automatically add my 21 year-old daughter, ***** *******, to my Auto Policy. I immediately phoned them (on Wednesday, April 25, 2012) to carefully explain exactly why neither I nor my daughter wanted or needed them to add her to my policy - and would consider it outright fraud if they did so. First and foremost, *****, who is a Rhodes and Fulbright finalist, attends Columbia University full-time where she resides on campus in the midst of Manhattan and, therefore, does not own, operate nor have any need whatsoever for a car. Additionally, ***** just accepted a position with the Federal Reserve Bank in Washington, D.C., where she will initially reside with my cousin, ***** ** ****** (the former Deputy Director of the Department of Labor), and will be taking the Metro to work. As such, she has no immediate need nor intention of owning and/or operating a car – whereas Electric Insurance Company insisted that made no difference to them whatsoever and they fully intended to place her on my policy anyway. Furthermore, although my daughter does indeed possess a current and valid New York Driver’s License and Passport primarily for the purpose of voting, traveling, and situations where photo ID is required, and she can, in fact, drive an automatic transmission, I also pointed out to Electric Insurance Company that the only car I own, and which is covered by their policy, is my 5-speed manual transmission Kia Rio which my daughter (as brilliant and accomplished as she is academically) is incapable of driving, much to her chagrin. As a result, whenever ***** visits, either I or friends and family members drive her wherever she needs to go. Therefore, the possibility of ***** ever borrowing my car is less likely than a meteorite crushing my house – whereas Electric Insurance Company insisted that made no difference to them whatsoever and they fully intended to place her on my policy anyway. I told Electric Insurance Company that I believed that their intention to force me to pay for a policy I did not want nor need was tantamount to committing insurance fraud and asked them to please cite exactly which local, state, and/or federal law/s gave a private corporation the right to force a consumer to purchase something they did not need, did not want, and which could not possibly benefit them in any possible way, shape or form ever. Is there such a law? And, if so, when was it enacted? If not, would you please be so kind as to inform Electric Insurance Company that they are to cease and desist immediately. To that end, you may contact them toll free at: ###-###-#### regarding my Auto Policy Number 6129557A2, since this is the group who insisted my daughter ***** would be added to my policy against both our express wishes. As a hard-working, single/widowed mother, with ever-escalating property and school taxes and cost-of-living expenses on a long frozen salary, I can barely make ends meet as it is. Consequently, I can ill-afford to pay for a policy I emphatically do not want nor will ever need. I would also like to note for the record, that Electric Insurance Company additionally sent me two (2) notices advising that I no longer had Wind and Water Damage Coverage - THE DAY BEFORE Hurricane Irene(!) last August – while simultaneously increasing my premium costs! How anyone can charge more for less is beyond the pale. To that end, I’m beginning to suspect that a thorough investigation into the outrageously unethical practices of Electric Insurance Company is definitely in order!

Desired Settlement: An apology in writing for attempting to defraud me as outlined above, and written assurance that they will never add anyone to my policy, or alter our agreement now or in the future, unless I request them to do so and grant my express permission.

Business Response: This is to confirm that we have spoken to Ms. ******* and resolved this issue on April 27th.  Ms. ******* was able to provide additional information which successfully led to the resolution of the primary concern noted regarding her daughter.  No change to her policy ever took place, nor was there additional premium ever added to her policy relating to this matter.

The second concern raised in Ms. *******'s complaint was relating to the timing of a notice sent out prior to Hurricane Irene.  This notice was simply her homeowner's renewal package which was sent out automatically on a prescribed schedule prior to her renewal and was strictly a coincidence as it related to the timing of Hurricane Irenet.  All renewal notices include language outlining existing coverage and suggested coverages which could benefit our insureds.  This is done on a proactive basis, typically on renewal, to ensure propert coverage in the event of a loss.

As sthere are no changes being made to Ms. *******'s policies the amount billed is accurate and should be paid as indicated on the billing notice.

Sincerely,


K***** ** ******* ****
Personal Lines Underwriting Manager
Electric Insurance Company
NAIC# ********

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******, because it is a pack of lies.

First and foremost, I provided no new additional information whatsoever, rather I simply re-stated all of the information initially provided. The only difference were the snide comments they injected the second time, which were missing the first time… such as inferring my daughter had been offered an internship rather
than actual position.

Secondly, I kept the original Water Exclusion and Wind Exclusion documents Electric Insurance Company had mailed to me, which were delivered on Saturday, August 28th - the day before Hurricane Irene - as well as the small postmarked envelope they arrived in. I was so outraged at the time, that I showed these two documents, and the postmarked envelope, to several property and liability insurance experts who could not believe anyone in the industry would operate in such an openly unethical manner. This was NOT a periodic review or renewal of my policy by any stretch of the imagination - because the only two (2) items in the envelope were the Water and Wind Exclusions.

However, a review had actually occurred without my knowledge and/or participation, when my automatically debited account showed a much larger withdrawal from Electric Insurance Company than usual. Upon phoning them, to ask about the withdrawal and what - if anything - the policy actually covered now that Wind and Water had been excluded, I discovered someone had greatly increased the amounts of personal property to be insured, etc., without conferring with me.

Last, but certainly not least, when I asked very directly and pointedly the first time I called about their intention to automatically add an  adult to my Auto policy, to please cite exactly which local, state, and/or federal law/s gave a private corporation the right to force a consumer to purchase something they did not need, did not
want, and which could not possibly benefit them in any possible way, shape or form ever, Electric Insurance Company's representative continued to repeat it was policy, as if they were a trained parrot. To which, I replied I did not care what their policy was, I wanted to know which law gave them the right to force me to purchase something they did not need, did not want, and which could not possibly benefit them in any possible way, shape or form ever.

When we spoke again on Friday, after I had notified my local and state representatives, the Attorney General’s Office, and the Better Business Bureau, they finally conceded "it was not the law", but rather "their policy" and "good business".

Sorry, but I do not consider forcefully pushing policies which are not needed and/or wanted "good business", and am still waiting for a real apology in writing, as well as the assurance that Electric Insurance will NEVER alter my policy in any way, shape and/or form again, as they have done in the past, without my express consent in the future.

Furthermore, I also expect an apology for the lies contained within their absurd, slap-in-the-face reply, and an additional assurance in writing that they will operate honestly and ethically in the future.  Hopefully, they taped our phone conversations, to verify all of my conversations with them to-date and, in doing so, confirm
the truth.

I am owed an apology - and assurance.  I'm still waiting.

Sincerely,
****** *******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/23/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 12/16/10 while removing a non-working **(UL approved) 95W floodlight from the fixture, with my left hand, the bulb exploded causing burns and about 35 cuts to my hand. I could not use the hand for well over an hour and I also experienced some discomfort in my left shoulder due to the force of the explosion. on 12/17/10 I called ** Customer Service and they told me to send the item back along with any expenses and doctor's bills relative to the incident. I went to see my GP doctor who treated my hand and scheduled a follow-up appointment. I then received a letter from **'s ****** ***** in Product Service requesting the return of the broken bulb and fixture plus a letter dated 12/21/10 reiterating to include the costs incurred due to this incident. On 1/4/11, I went to my follow-up appointment with the doctor and mentioned that my left shoulder had continued to become more sore. The doctor did some initial tests and thought that there may be some muscle and rotator cuff damage. The doctor wrote a prescription for me to be evaluated by a chiropractor and for 4 to 6 weeks of massage therapy. On 1/7/11 ******* ****** of ** called and asked me to send my initial costs and bulb to ** immediately so that **'s insurance could get in touch with me. I mailed these items back and went to see a chiropractor in *********, IL. on 1/19/11. He concluded that I had a slightly torn rotator cuff with muscle damage and would need therapy 3 times weekly for as long as 6 months. On 2/9/11 **** ******* of Electric Insurance contacted me to discuss the case. Any settlement of costs would be on hold until I finished treatment. This was completed as of 6/15/11 and Electric Insurance is now declining liability and refusing to pay any costs or bills in this case. All along, I was told that my costs would be covered, but now Mr. ******* wants to disagree with **'s promise. I believe that Mr. ******* is trying to wait me out, seeing that I mentally disabled(SSA Award) due to depression and extreme anxiety. I also believe that he feels that my disability will cause me to be overwhelmed (which it has many times) and drop the case. I am the consumer and I was hurt due to a defect in a ** floodlight as was Stated by UL. Now I am being subjected to continuing mental abuse.

Desired Settlement: All costs in this incident to be covered as promised by GE. These include almost $8,000 in doctor's bills, $1000 in copays, medical supplies, etc. and due to the fact that I have had to spend a great deal of time at the doctor plus suffer this mental abuse and anguish, $5000 in payment for a total of $14,000. I have been trying to solve this without litigation, since GE assured me resolution of my costs due to the unfortunate nature of this event, but since Mr. ******* of Electric Insurance has become involved, the claim is now disputed (after 1 year) and no amounts were promised to be paid.

Business Response: This letter will acknowledge receipt of your correspondence dated January 24, 2012. Electric insurance is dedicated to outstanding customer service to its policyholders and claimants. We take very seriously any complaint regarding our underwriting or claims handling. Your complaint has been assigned to our Claims Department for investigation. You can expect to receive a full and complete response from us withen ten business days. In the meantime, if you have any questions or concerns, please do not hesitate to contact me at 800-227-2757, ext ****

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******. I understand that I will receive a full report on the investigation within ten days.

Regards,
*** ******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/27/2012 Guarantee/Warranty Issues | Complaint Details Unavailable
3/26/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up with Electric Insurance approx 2 years ago. I swithed to this insurance carrier following advertising from them. My rate was an improvement over competitiors. After 2 years, my new hom owners insurance rate has increased by 58%, with no claims made against the company. After contacting the company, they have stated they have increased rates for all GE customers in state of Wisconsin. They continue to advertise more attractive rates and savings claims, event though they clearly demonstarted these rates are not correct.

Desired Settlement: change in advertising, correct misleading information

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

3/2/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Chairman **** ***** of GE helped us to resolve our dispute with GE: Case #********. We hope that he could help us again to resolve this one with Electric Insurance. Subject: Claim # ************** GE DISHWASHER DAMAGES, Attn: **********************************. On 12/15/10 GE installed a dishwasher for us. This dishwasher did not wash clean and it damaged our dishes, pots, pans, and other utensils by discoloring, blackening, and leaving streaks on them. We complained for 6 months before GE finally replaced it with a new one. On 6/20/11 GE installed this replacement dishwasher. This 2nd dishwasher caused the same problems as the first dishwasher. We reported to GE. GE said that the problem was caused by an ingredient that the Govt. removed from the dishwasher soap. GE also said that our hot water was not hot enough. But over 6 GE techs told us that our hot water was hot enough. And we have spent too much money and energy doing what GE told us to do, yet none helped. So on 11/1/11, we complained to Better Business Bureau and they mediated. The matter then came to the attention of Mr. **** *****, GE Chairman in **********, and he immediately took care of the matter and refunded us the full amount. With that, we bought a non-GE brand of dishwasher. On 12/3/11, we installed this non-GE brand of dishwasher, and it is the best dishwasher ever. Our dishes and glassware now come out clean! Yet we are still using the same hot water and the same brands of soap that GE condemned. Now, we can drink with sparkling glass and eat with clean spoons and dishes. Our dishes are no longer being damaged. We also bought new cutlery which remain sparkling after washing! We also told Mr. ***** of our damaged dishes, but he said that that was the responsiblity of another company. We still have the dishes damaged by GE dishwashers, and they are stacked in a corner in our house . The cost of the dishes is $449.00. We contacted Electric Insurance Property Claims Specialist, Ms. ****** ***** several times to refund us for the damaged dishes. But she says that the two GE dishwashers had no defect; therefore, she would not pay for our damaged dishes. We told her that GE would not have taken the two dishwashers back if the dishwashers did not damage our dishes. Our complaint is that we want a refund of $449.00 from Electric Insurance to help us to replace our damaged dishes. The list of the damaged dishes includes: T-fal 10 pc set $115.97 + Werever 10 pc set 79.97 + Revere cookwere 8 pc 93.99 + Chefmate 10 pc 59.00 + Other cutlery: 100.00, totalling $449.00. Please help us to resolve this matter. Thank you. ****** ** *** ************* ***********************

Desired Settlement: We want GE/Electric Insurance to refund us a sum of $449.00 for our cutlery that our two previous GE dishwashers damaged. The cost of the damaged dishes is listed above.

Business Response: Dear Sir or Madam,
 
We have received the above referenced claim and provide the following explanation and status.  Electric Insurance Company (Electric Insurance) is the General Liability insurer for General Electric (GE).
 
Electric Insurance first received notification of Ms. ***** loss on October 27, 2011.  Ms. *** reported damage to her dishes from an alleged defective GE dishwasher and advised this has been an ongoing issue for approximately one year.  GE Technicians inspected the dishwasher on multiple dates ranging from December 2010 to October 2011.  After reviewing each technician diagnosis, it was determined no product defect was found within the appliance.  Therefore, on October 27, we advised Ms. *** we could only pay for damage to her property if caused by a defect within a GE product.  Since the GE technicians could not find a defect, we informed Ms. *** we could not cover the claim for damaged dishes.
 
On January 8, 2012, we received a letter from Ms. *** stating two GE dishwashers have been replaced and she has now purchased a non-GE dishwasher and the problems have ceased.  Because GE elected to replace Ms. Iwu’s dishwashers, we agreed to accept liability and cover the damages to her dishes.  On January 17, 2012, Ms. *** agreed to settle her claim in the amount of $250 and a check was issued.
 
Please do not hesitate to contact me if you have any further questions.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

[If you are rejecting the business's response please enter your rejection comments here.] Based on my telephone conversation with the Electric Insurance Agent, I agreed to accept the $250 payment conditionally. The Agent and I agreed that if  I could send her photos or receipts of the damaged dishes, the business could pay more than $250 minus depreciation.

We do not keep receipts of our used dishes because once used, we cannot return them. So, we do not have any receipts to submit. However, we have taken pictures of the damaged dishes and we hope to sumbit the pictures to Electric Insurance for an additional fund.

Please inform Electric Insurance that we expect additional monies on top of the $250, after we submit the pictures of the damaged dishes to them.
Regards.

****** ***

 

 

Business Response: Customer provided additional details and evidence related to this loss.  A new settlement has been reached in the amount of $350.  A check was issued for the remaining $100 today, January 20, 2012.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

[To date, we have received only $100 (one hundred dollars) out of the $350 that Electric Insurance agreed to refund us for the replacement of our dishes.
Please tell them to send the remaining $250 to us. Thank you.]

Regards,

****** ***

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/17/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i had a accident where there insured was at fault. They sent out a adjuster next day who didnt even lift the hood to get a correct price. my fiance called him a few days later saying the hood is open for you to come back and submit a accurate price quote etc. He didnt come back and went ahead and submitted his quote around 3500 . Then there adjuster called me and left a voicemail and said he talked to our bodyshop and that they gave him a price and he is sending a check for roughly 3800.00. we then called our bodyshop who said they had not even talked to him and had to even got there quote done yet. He had lied to us and then said well check is sent processed and was very rude to us. Then when the check showed up then it was for around 3500 and not what he said on his voicemail. we then got a lawyer and showed them the voicemail and told them how he treated us and lied. They have been rude to us each time we call. a lady called me one day and almost had me in tears with how she treated me. They are still not settling properly with us getting the car fixed or totalled. Our body shop said without even a tear down they have a price of over 5000 which is 85% the value etc,,yet electric just wont total it and get us a check so we can get on with this and me get a car etc. they even have said they are gonna take the rental car. this has been a very stressful ordeal for me to go through while im in pain and going to the doctor etc

Desired Settlement: pay the totalled amount of the vehicle (retail value) so i can get a car to drive....they need to use oem parts or parts that pass crash test reports specs...that keep the car safe...

Business Response: We are in receipt of Ms. *****’s complaint received January 3, 2012.  We have reviewed the referenced claim and provide the following response.
 
Upon receipt of this claim we assigned an independent appraiser, *****, to inspect Ms. *****’s vehicle. Based on the initial inspection of her vehicle, it was determined it to be repairable. However, the vehicle required a “tear down” to determine if there would be any supplemental damages, which ultimately may cause the vehicle to be deemed a total loss.
 
On 12/20/11, we contacted Ms. *****’s repair facility, **** ***** *********, and they confirmed receipt of the appraisal for her vehicle. The shop also informed us they needed the vehicle to be towed in for the tear down.
 
A payment in the amount of $3,591.79 was issued to Ms. ***** for the property damages and $249.21 for towing charges totaling $3,841.00. Due to the age and mileage on Ms. *****’s vehicle, aftermarket and like kind quality parts were utilized in writing the appraisal.
 
On 12/21/11, we spoke to Ms. *****’s fiancé, Mr. ******* and explained the repair process. Mr. ******* demanded the vehicle be totaled.  We explained the vehicle was repairable and the shop needs to conduct a tear down to see if there are any non-visible damages that might cause the vehicle to be a total loss.
 
On 1/3/12, **** ***** ********* conducted the tear down.  Additional damages were identified and the vehicle was deemed a total loss.  We immediately advised Ms. ***** and on 1/6/12, came to an agreed settlement of $6,828.39 with Ms. *****’s attorney.  Upon receipt of the required total loss paperwork, a payment of the difference owed of $3,236.60 will be issued. We have also extended Ms. *****’s rental coverage until January 10, 2012.
 
 
 
 
 
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/10/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my Auto policy Oct. 17, 2011 .I was totally unaware that 10% of the unpaid premiums could be charged to me. I've had this policy going on 3 years, and I never knew that. I didn't have a copy of the page that says that, nor was I ever told this. If I was aware of this, I would not have taken insurance with this company. The market should dictate how long you stay with a company; and one should not be forced to pay hidden charges! I suggest that a place to initial by this statement, or ask for a signature on this page. I called in November to find out if I had a credit, and found out I owe $7.92. I always paid this account on line, so I did not receive any paper bill which they claim the" short rate" statement was on. It is not on the paid confirmation page when you make your payment!! Also, customer service agent ****** ********* was rude and said I would be turned over to collections if I didn't pay. I asked him to send a copy of the "short rate " page. I received two attachments, one was two full pages of the electric logo, and the other was two pages with his signature in 2" letters across each page. I talked to ******* ******** about this and she claims he didn't attach them correctly. She sent me a copy! This "short rate" statement says if you terminate prior to end of policy term, we want you to be aware of a possible processing fee, "specifically if cancelled mid-term, 10% of the unarned premium" may be withheld". I did not cancell mid-term, and "may be charged", needs to say "will be charged".

Desired Settlement: I would like a apology and a credit for the entire $7.92 I feel they owe me a refund, but I won't ask for it. I won't do business with them anymore or recommend them!

Business Response: This letter will acknowledge receipt of your correspondence dated December 7, 2011.  Electric Insurance is dedicated to outstanding customer service to its policyholders and claimants.  We take very seriously any complaint regarding our underwriting or claims handling.

Your complaint has been assigned to our Customer Service Department for investigation.  You can expect to receive a full and complete  response form us within ten business days.  In the meantime, if you have any questions or concerns, please do not hesitate to contact me at 800-227-2757, ext 5545.

Sincerely
****** ** ********* **** ********* Personal Lines Underwriting & Pricing

NAIC #*********

Business Response: I have received your correspondence dated December 7, 2011, regarding the above referenced Electric Insurance Company automobile policy.  In response to your letter of inquiry, an audit of this account has been conducted to determine what transpired.

Electric Insurance Company's action regarding this policy is based on the Insurance Services Office (ISO) guidelines that were filed with an approved by the State of Florida.  The ISO General Rule # 10 (Cancellation) paragraph A2a, states that "if a policy, vehicle or form of coverage is cancelled by the insured, for one-year policies, compute return premium at 90% of the pro rata unearned premium therefore, complaint in the State of Florida and consistent with our filing. 

When Mr. ***** first issued this policy in 2009, a copy of the policy provisions was provided (enclosed ).  Please reference the "Other Termination Provisions" section 3.b.2 for a description of the cancellation calculation.

As Mr. ***** states, he often paid his bills online, and because he was enrolled in our e-Documents program, Mr. ***** did not receive "paper" copies of the bill.  He did however, receive an electronic copy of the bill via email every month, which includes the disclaimer, "A cancellation during the policy period may result in a penalty" .  A copy of Mr. *****'s most recent billing statement is included for reference. 

On October 19, 2011 electric Insurance received a cancellation request form form Mr. *****.  We attempted to reach Mr. ***** via telephone on two occasions with no success before cancelling his policy,l per his request, effective October 17, 2011.  On November 14, 2011 Mr. ***** contacted our office to confirm cancellation of his policy and dispute the earned premium being charged to him.

  • February 20, 2011 - The policy renewed with an annual premium of $714.17
  • March 11, 2011 - Endorsement processed resulting in a prorated premium increase of $6.73
  • March 22, 2011 - Endorsement processed resulting in a prorated premium decrease of $121.95
  • Utilizing the requested cancellation date of October 17, 2011, the total policy amount was $598.95
  • $21 in Service charges were assessed to MR. ***** throughout the year, which raised the policy total to $619.95
  • Mr. ***** paid a total of $428.39 into the policy
  • $619.95 minus the paid amount of $428.39 leaves a remaining balance of $191.56
  • 191.56 minus the unearned premium of $181.71 and unearned FL tax of $2.36 results in the remaining amount due of $7.49
Accordingly, it is Electric Insurance Company's position that  the cancellation method and subsequent calculation for this account =were proper.

If you should have further questions, please contact me directly at ###-###-####.

Sincerely

******** *****

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 8837288.

[If you are rejecting the business's response please enter your rejection comments here.]They did not address my concerns for the employee rudeness. The notice I received on line stated my bill was due, the term may result in a penalty fee if policy cancelled early was never stated to me, nor is my signature on this page. I suggested that they put a signature or a place to initial on this page. Why isn't it on the payment confirmation page if they were not trying to be deceptive. As I stated in the previous complaint, the market should be the judge on how long you keep the policy, and not the threat of "may be charged a penaty if cancelled early. I don't feel like I owe them anything anything.  Also, change the term "may be charged, to will be charged." I think I should send them a invoice for all my wasted time over a $7.00 charge. 

Regards,

John Petno

 

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/10/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i was working with ***** **** at this place, per **** i sent her all the information she ask for. she calls me disputing all the items she requested, i over nited **** and for film $7.45, 1 hour photo i think 11.83? she has it on reciept, also over night charges 18.30. the claim it self was for 10 pair of jeans 35.00 each which is 350.00 plus taxes of 8.50%. one jacket 79.00. plus taxs of 8.50 %. she is insurance company for **, i have an bad washer, from **, and they sent me over to *****@ electric insurance , **************, fax **** **** ****, the total is $ 466.58 plus 8.50% taxes which come out to$506.23, she stated all my clothes were old and just as well said i was a lie. as i told here 4 pair were 3 months old and 7 were new people gave me for christmas, she ask me to **t all the reciepts from the people, to make me look like an dog. i state to her i would send her the jeans at her cost for her to send mr label and box, she stated i was an lier. so i got off phone with her at once, and call **** the repairman they sent out would not give me an copy of his service call, i had to call him at his office and ask him to fax an copy of repair to amber west at ************, he said he would on 1-4-12 ar 4:18 pm. you can also contact her at **********@ electricinsurance.com , my unit is under warrtany at this time. by **** electric insurance is to pay all claims- per-**** *************** **** *******.

Desired Settlement: i want my money that electric insurance / ** insurance company owes me in the amount of ($ 506.23 ), ***** is ** insurance company. for all clothes lost- per my washer, by **. she is the payer for ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

11/3/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On or about 9/30/11 I received my updated amended renewal auto policy. I sent a check for $971.00 on sept 30th. I have had this policy for 4 yrs and whenever I sent a payment it usually cleared my bank within 3 to 4 days from when I mailed it. this time however they sent me a cancellation letter dated on the 17th of oct. stating that i did not renew in time because payment was not received. I called my bank and they told me the check cleared the 13th of oct, the same day they sent me out a cancellation letter. Electric Ins. told me that the coveraged lapsed on 10/07/11.so I was driving around for 10 days without coverage because I didnt receive the letter until the 17th of october. By the way if I was evere late in the past I usually got a phone call and a letter stating that coverage will soon expire. When I spoke to a rep. at the insurance company they said that they did cash check and they were refunding it back to me but they wouldnt apply it to my renewal and that I should shop elsewhere. I believ this all happened because my son ryan was in a car accident, not his fault. He wasc hit from behind at a stoplight and was transported to the hospital due to a possible concussion. Electric Insurance is handling and paying all his personal injuries doctors bills. according to them it doesnt matter who is at fault in Nj each carrier pays their own. The wouldnt tell me when they received my check and they were very vague why they wouldnt reinstate my policy even though they cashed my check and as of today I have still not received any refund back from them.. Since they wouldnt let me speak to a supervisor I had to scramble to get coverage and because their was a lapse in coverage the new carrier wanted about $5800. per year and they would not cover my son because of the claim that is outstanding. My premium with Electri was $3100 per yr for everyone in my family including my son. To get coverage onjust my son now is going to cast about $5,000 per yr. I believe what Electric ins. did to me was illegal and still no one can tell me why they wont reinstate me. I believe the held my check till after the expiration of my policy so they wouldnt have to insure me. I need someone to investigate this Thanks **** *********

Desired Settlement: I would like for Electric to reinstate my policy as originally issued. If they wont I would like at least for them to pay the difference between what I was paying with them about $3,100 and The approx. 9,000 it is going to cost me to get a repalcement policy somewhere elswhere. I also strongly believe they cancelled me solely because my son is receiving care due to the accident which was not his fault. I am in the insurance business as well and I know that if a company receives monies and applies it to the policy that that is binding and i should have coverage.

Business Response: November 1, 2011
 
Re: Complaint # ******* (**** *********)
Electric Insurance Company Policy Number: *********
 
To Whom It May Concern:
 
I have received the Better Business Bureau complaint submitted by **** ********* on 10/25/11. In response to the complaint, an audit of this account has been conducted to determine the following:
 
Electric Insurance Company’s action regarding this policy is based on the guidelines that were filed with and approved by the State of *** ******.  Our billing documentation clearly states that “For all renewals: The minimum due must be paid in full by the due date or your coverage will cease on your expiration date at 12:01 a.m.  Partial payments will not be accepted and will be returned.”
 
Electric Insurance is committed to providing our customers with advanced notice of all policy changes. In addition to the verbiage in the billing documentation, a letter is included in the renewal package. If no payment is received, a final letter is mailed confirming that the policy has been cancelled. Copies of these documents have been included for reference.
 
The bulleted points below summarize the recent activity on Mr. *********** account:
 

08.24.11 – Renewal packet mailed with letter explaining payment due by date of renewal at 12:01 a.m. or coverage will expire.
09.17.11 – Billing statement sent with minimum due of $970.09 and due date of 10.07.11. This amount included a remaining balance of $13.09 from the 10.07.10-10.07.11 policy term as well as a $5.00 installment fee. The bill stated payment due by 10.07.11 at 12:01 a.m. or coverage will expire.
09.30.11 – Mr. ********* contacted our office to make a policy change. During the call, which was recorded, Mr. ********* stated he had received his renewal packet. He also stated he knew that there was a payment due. The Electric Insurance Company agent informed Mr. ********* the payment due would remain $970.09 even after the policy change.
10.13.11 – Cancellation of Mr. *********** policy was processed effective 10.07.11 for payment of $970.09 not being received by 10.07.11.
10.13.11 – Letter was mailed to Mr. ********* confirming his policy did not renew due to non-payment.
10.13.11 – Payment of $971.00 was received by the Electric Insurance lockbox service, and posted to Mr. *********** account the following day. Of this $971.00, $13.09 was applied to the remaining balance on the 10.07.10-10.07.11 policy term and $5.00 was applied to the installment fee. The remaining funds of $952.91 were never applied to Mr. *********** renewal policy.
10.18.11 - Mr. ********* contacted our office in response to the letter of cancellation mailed 10.13.11 and was informed his policy cancelled effective 10.07.11.  Mr. ********* requested to speak to an Electric Insurance Supervisor.
10.18.11 – An Electric Insurance Supervisor called Mr. ********* and reiterated that the payment had to be received no later than 10.07.11 to prevent policy cancellation. Mr. ********* expressed his concerns that the cancellation somehow involved his son’s claim and the Supervisor assured Mr. ********* these are two unrelated issues. The Supervisor informed Mr. ********* that the check was cashed and payment was applied to earned premium from the prior term. Mr. ********* requested to speak to a higher level manager.
10.19.11 – A second level Supervisor placed a call out to Mr. *********, per his request, and a message was left.
10.20.11 – The same Electric Insurance Supervisor placed a second call out and again left a message. Mr. ********* did not return either call.
10.27.11 – Electric Insurance issued a refund to Mr. ********* in the amount of $952.91 (Payment of $971.00 - $13.09 (10.07.10 – 10.07.11 premium) - $5.00 (installment fee).
 
Accordingly, it is Electric Insurance Company’s position that actions taken with respect to the cancellation of Mr. *********’s policy were proper. However, in the interest of maintaining customer goodwill, as well as the fact that Mr. *********’s check for $971.00 was dated 10.01.11, indicating his intention of paying prior to 10.07.11, we have agreed to reinstate the policy. Electric Insurance placed two callout attempts to Mr. ********* on 10.31.11 and 11.01.11 to discuss reinstatement of his policy, and left messages on both occasions. We will continue to reach out to Mr. ********* to review the option of reinstatement. The option will be extended until Friday, November 11, 2011.
 
If you should have further questions, please contact me directly at **************, extension ****.
 
 
Sincerely,
 
 
 
******** *****
VP Customer Contact Center Operations
NAIC **********

BBB's Final Determination: Consumer accepted resolution offered by the business.