Are you the Owner of this Business? ×
BBB® Accredited Business Seal

Are you...?

If yes, click here to login.

Are you...?

BBB Accredited Business since

Liberty Mutual Group

Find a Location

Phone: (800) 344-0197 View Additional Phone Numbers 175 Berkley St Unit J091, Boston, MA 02116 View Additional Email Addresses http://www.libertymutualgroup.com View Additional Web Addresses



BBB Business Reviews may not be reproduced for sales or promotional purposes.

Description

Liberty Mutual Insurance offers a wide range of insurance products and services, including personal automobile, homeowners, workers compensation, property, commercial automobile, general liability, global specialty, group disability, reinsurance and surety.  "Helping people live safer, more secure lives" since 1912.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Liberty Mutual Group 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.

Find a Location


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Liberty Mutual Group include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 1200 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Customer Reviews are not used in the calculation of the BBB Rating

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

1200 complaints closed with BBB in last 3 years | 407 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 60
Billing/Collection Issues 252
Delivery Issues 25
Guarantee/Warranty Issues 21
Problems with Product/Service 842
Total Closed Complaints 1200

Additional Complaint Information

Customer Reviews  are not used in the calculation of the BBB Rating.

Customer Reviews Summary Read customer reviews

232 Customer Reviews on Liberty Mutual Group
Customer Experience Total Customer Reviews
Positive Experience 15
Neutral Experience 3
Negative Experience 214
Total Customer Reviews 232

Additional Information

BBB file opened: April 26, 1931 Business started: 01/01/1912 in MA Business incorporated 11/28/2001 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 number is 42404.

Type of Entity

Corporation

Business Management
Mr. David Long, President & CEO Mr. Alan Schlosberg, Executive Vice President & Chief Product Officer
Contact Information
Principal: Mr. David Long, President & CEO
Customer Contact: Ms. Krista A. Young, Senior Consultant
Number of Employees

50,000

Business Category

INSURANCE COMPANIES Insurance Agencies and Brokerages (NAICS: 524210)

Products & Services

Liberty Mutual Group sells the following brand(s): Liberty insurance

Liberty Mutual Group offers the following product(s): Car Insurance, Condominium Insurance, Flood Insurance, Homeowners Insurance, Identity Fraud Expense Coverage, Life insurance, Motorcycle Insurance, Personal Liability Protection, Personal Liability Protection, Renters Insurance

Method(s) of Payment
Liberty Mutual eService
Electronic Funds Transfer
Online Banking
Pay By Phone
By Mail
Service Area
Liberty Mutual Group provides their services in MAINE, MASSACHUSETTS, NEW HAMPSHIRE, RHODE ISLAND, VERMONT.
Alternate Business Names
America First Insurance Colorado Casualty Employers Insurance Company of Wausau Golden Eagle Insurance Helmsman Management Services Indiana Insurance Liberty Agency Underwriters Liberty Insurance Corporation Liberty Insurance Underwriters, Inc. Liberty International Underwriters Liberty Life Assurance Company of Boston Liberty Mutual Liberty Mutual Fire Insurance Company Liberty Mutual Insurance Company Liberty Mutual Insurance Group Liberty Mutual Surety Liberty Northwest LM Insurance Corporation LMG Property Montgomery Insurance Ohio Casualty Peerless Indemnity Insurance Company Peerless Insurance Company Safeco Insurance Company of America Safeco Insurance Company of Illinois Safeco Insurance Company of Indiana Summit Holdings Southeast The First Liberty Insurance Corporation The Netherlands Insurance Company Wausau Business Insurance Company
BBB Program Participation

BBB Community Patrons
BBB Community Patrons are like-minded businesses that see ethics as the key factor in creating a stronger, healthier business community.

BBB Community Patrons' additional financial support enables BBB to pursue distinctive, mission-based programs focused on ethics that would not be possible if not for the generous backing from BBB Community Patron Sponsors.

Licensing

The company states that they are licensed to operate in all 50 states, the District of Columbia, Puerto Rico and all provinces in Canada. The company states that their insurance offerings and services comply with each state’s regulations.

Industry Tips
Finding an Insurance Company - 5 Tips - Video Health Insurance Homeowners Insurance Insurance Companies Life Insurance Tips for Title Insurance Tips for Title Insurance - 5 Tips - Video Tips for Title Insurance Part II - 5 Tips - Video Tips for Title Insurance Part III - 5 Tips - Video

Customer Review Rating plus BBB Rating Summary

Liberty Mutual Group 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

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    1 E Uwchlan Ave Ste 112

    Exton, PA 19341 (610) 363-9390

  • THIS LOCATION IS NOT BBB ACCREDITED

    1 Federal St

    Springfield, MA 01105

  • THIS LOCATION IS NOT BBB ACCREDITED

    1 Gatehall Dr

    Parsippany, NJ 07054 (973) 539-6080

  • 1 Kendall Sq Ste B7101

    Cambridge, MA 02139

  • THIS LOCATION IS NOT BBB ACCREDITED

    1 N Franklin St Ste 2200

    Chicago, IL 60606 (312) 346-3017

  • THIS LOCATION IS NOT BBB ACCREDITED

    1 Ppg Pl Ste 2700

    Pittsburgh, PA 15222 (412) 391-6555

  • THIS LOCATION IS NOT BBB ACCREDITED

    1 Riverway

    Houston, TX 77056

  • THIS LOCATION IS NOT BBB ACCREDITED

    1 S Wacker Dr Ste 2200

    Chicago, IL 60606 (312) 857-9033

  • THIS LOCATION IS NOT BBB ACCREDITED

    10 Business Park Ct

    Utica, NY 13502 (315) 732-6000

  • THIS LOCATION IS NOT BBB ACCREDITED

    10 Corporate Dr Ste 100

    Bedford, NH 03110 (603) 472-7100

  • THIS LOCATION IS NOT BBB ACCREDITED

    10 S Riverside Plz Ste 300

    Chicago, IL 60606 (312) 701-0506

  • 100 Armstrong Rd Ste 205

    Plymouth, MA 02360 (508) 746-8758

  • THIS LOCATION IS NOT BBB ACCREDITED

    100 Bluegrass Commons Blvd Ste 2160

    Hendersonville, TN 37075 (615) 822-7196

  • THIS LOCATION IS NOT BBB ACCREDITED

    100 International Dr Fl 1

    Portsmouth, NH 03801 (603) 431-8400

  • THIS LOCATION IS NOT BBB ACCREDITED

    100 Lincolnway West
    One Liberty Square

    Mishawaka, IN 46544 (574) 258-4400

  • THIS LOCATION IS NOT BBB ACCREDITED

    100 Willowbrook Road
    Monmouth Executive Center

    Freehold, NJ 07728 (732) 308-3868

  • THIS LOCATION IS NOT BBB ACCREDITED

    1000 Heritage Center Cir

    Round Rock, TX 78664

  • THIS LOCATION IS NOT BBB ACCREDITED

    1000 N Plaza Dr Ste 600

    Schaumburg, IL 60173 (800) 811-8175

  • THIS LOCATION IS NOT BBB ACCREDITED

    1000 Pittsford Victor Rd

    Pittsford, NY 14534 (585) 381-0460

  • THIS LOCATION IS NOT BBB ACCREDITED

    1001 4th Ave Fl 9

    Seattle, WA 98154 (206) 443-1060

  • THIS LOCATION IS NOT BBB ACCREDITED

    1001 4Th Avenue
    Floors 8-18, 27-31 & 41

    Seattle, WA 98154

  • THIS LOCATION IS NOT BBB ACCREDITED

    1001 S 24Th Street West,Suite 312 Creekside Iii

    Billings, MT 59102 (406) 652-5345

  • THIS LOCATION IS NOT BBB ACCREDITED

    10010 W Cheyenne Ave Ste 110

    Las Vegas, NV 89129 (702) 256-0762

  • THIS LOCATION IS NOT BBB ACCREDITED

    10045 Red Run Blvd Ste 370

    Owings Mills, MD 21117 (443) 394-0054

  • THIS LOCATION IS NOT BBB ACCREDITED

    101 Barnes Rd

    Wallingford, CT 06492 (203) 294-1505

  • THIS LOCATION IS NOT BBB ACCREDITED

    101 Barnes Road
    Liberty Plaza

    Wallingford, CT 06492

  • THIS LOCATION IS NOT BBB ACCREDITED

    101 Centreport Dr Ste 100

    Greensboro, NC 27409 (336) 668-2389

  • THIS LOCATION IS NOT BBB ACCREDITED

    101 E Park Blvd Ste 451

    Plano, TX 75074 (972) 867-3499

  • THIS LOCATION IS NOT BBB ACCREDITED

    101 Merritt 7

    Norwalk, CT 06851 (203) 840-1933

  • THIS LOCATION IS NOT BBB ACCREDITED

    101 Southhall Ln Ste 160

    Maitland, FL 32751 (407) 389-8200

  • THIS LOCATION IS NOT BBB ACCREDITED

    101 W Elm St Ste 530

    Conshohocken, PA 19428 (610) 260-1000

  • THIS LOCATION IS NOT BBB ACCREDITED

    10101 Alliance Road,Suite 300
    Northmark Business Center

    Blue Ash, OH 45242 (513) 984-0550

  • THIS LOCATION IS NOT BBB ACCREDITED

    1011 Centre Rd Ste 400

    Wilmington, DE 19805

  • THIS LOCATION IS NOT BBB ACCREDITED

    1011 Centre Road, Suite 400
    Delle Donne Corporate Ct

    Wilmington, DE 19805 (302) 993-0500

  • THIS LOCATION IS NOT BBB ACCREDITED

    10150 Mallard Creek Rd Ste 100

    Charlotte, NC 28262 (704) 549-8944

  • THIS LOCATION IS NOT BBB ACCREDITED

    1016 E Cooley Dr Ste E2

    Colton, CA 92324 (909) 370-4500

  • THIS LOCATION IS NOT BBB ACCREDITED

    1018 E New Circle Rd Ste 105

    Lexington, KY 40505

  • THIS LOCATION IS NOT BBB ACCREDITED

    102 E Sunbridge Dr Ste 2

    Fayetteville, AR 72703 (479) 527-6867

  • THIS LOCATION IS NOT BBB ACCREDITED

    1020 Green Acres Rd Ste 6

    Eugene, OR 97408 (541) 344-1836

  • THIS LOCATION IS NOT BBB ACCREDITED

    1025 S Moorland Rd Ste 401

    Brookfield, WI 53005 (262) 641-1050

  • THIS LOCATION IS NOT BBB ACCREDITED

    103 S Country Fair Dr

    Champaign, IL 61821

  • THIS LOCATION IS NOT BBB ACCREDITED

    1030 4th St SE Ste 116

    Saint Cloud, MN 56304 (320) 251-8565

  • THIS LOCATION IS NOT BBB ACCREDITED

    10304 N Hayden Rd Ste 4

    Scottsdale, AZ 85258 (480) 483-8467

  • THIS LOCATION IS NOT BBB ACCREDITED

    1039 W Mason St

    Green Bay, WI 54303 (920) 496-2460

  • THIS LOCATION IS NOT BBB ACCREDITED

    104 Pheasant Run Ste 102

    Newtown, PA 18940 (215) 579-9322

  • THIS LOCATION IS NOT BBB ACCREDITED

    104 Sleepy Hollow Dr Ste 201

    Middletown, DE 19709 (302) 449-3461

  • THIS LOCATION IS NOT BBB ACCREDITED

    104 W Utica St

    Oswego, NY 13126 (315) 343-7961

  • THIS LOCATION IS NOT BBB ACCREDITED

    10420 Little Patuxent Parkway,Suite 201

    Columbia, MD 21044 (410) 740-0824

  • THIS LOCATION IS NOT BBB ACCREDITED

    105 Decker Ct Ste 600

    Irving, TX 75062

  • THIS LOCATION IS NOT BBB ACCREDITED

    1051 Winderley Pl Ste 105

    Maitland, FL 32751 (407) 667-1744

  • THIS LOCATION IS NOT BBB ACCREDITED

    10555 Montgomery Blvd NE Ste 10

    Albuquerque, NM 87111 (505) 323-6200

  • THIS LOCATION IS NOT BBB ACCREDITED

    10800 Financial Centre Pkwy Ste 300

    Little Rock, AR 72211 (501) 224-4300

  • THIS LOCATION IS NOT BBB ACCREDITED

    10800 Pecan Park Blvd Ste 130

    Austin, TX 78750 (512) 258-1267

  • THIS LOCATION IS NOT BBB ACCREDITED

    10883 Pearl Rd

    Strongsville, OH 44136 (440) 572-2922

  • THIS LOCATION IS NOT BBB ACCREDITED

    11 5th St Ste 204

    Petaluma, CA 94952 (707) 776-0962

  • THIS LOCATION IS NOT BBB ACCREDITED

    110 W Johnson St Ste 211

    Staunton, VA 24401

  • THIS LOCATION IS NOT BBB ACCREDITED

    1100 Parker Sq Ste 220

    Flower Mound, TX 75028 (972) 317-9630

  • THIS LOCATION IS NOT BBB ACCREDITED

    1100 Southwestern Blvd Ste 180

    West Seneca, NY 14224 (716) 677-2734

  • THIS LOCATION IS NOT BBB ACCREDITED

    1105 Terminal Way Ste 202

    Reno, NV 89502

  • THIS LOCATION IS NOT BBB ACCREDITED

    111 S Independence Mall E Ste 710

    Philadelphia, PA 19106 (215) 925-7915

  • THIS LOCATION IS NOT BBB ACCREDITED

    1110 Route 55
    Lagrange Town Square

    Lagrangeville, NY 12540 (845) 471-6500

  • THIS LOCATION IS NOT BBB ACCREDITED

    112 Brent Way

    Hurricane, WV 25526 (304) 757-4220

  • THIS LOCATION IS NOT BBB ACCREDITED

    11225 N 28th Dr Ste B210

    Phoenix, AZ 85029

  • THIS LOCATION IS NOT BBB ACCREDITED

    1125 Legacy Dr Ste 300

    Frisco, TX 75034 (214) 618-6880

  • THIS LOCATION IS NOT BBB ACCREDITED

    1131 W 6th St Ste 160B

    Ontario, CA 91762 (909) 983-1633

  • THIS LOCATION IS NOT BBB ACCREDITED

    11350 McCormick Rd Ste 100

    Hunt Valley, MD 21031

  • THIS LOCATION IS NOT BBB ACCREDITED

    11350 McCormick Rd Ste 301

    Hunt Valley, MD 21065 (410) 771-8012

  • THIS LOCATION IS NOT BBB ACCREDITED

    11350 McCormick Rd Ste 902

    Hunt Valley, MD 21065

  • THIS LOCATION IS NOT BBB ACCREDITED

    114 S I St Ste 417

    Aberdeen, WA 98520

  • THIS LOCATION IS NOT BBB ACCREDITED

    114 W 47th St Fl 21

    New York, NY 10036 (212) 398-2480

  • THIS LOCATION IS NOT BBB ACCREDITED

    11465 Johns Creek Pkwy Ste 180

    Duluth, GA 30097

  • THIS LOCATION IS NOT BBB ACCREDITED

    1156 Bowman Rd Unit 200

    Mount Pleasant, SC 29464

  • THIS LOCATION IS NOT BBB ACCREDITED

    11611 N Meridian St Ste 400

    Carmel, IN 46032 (317) 582-1700

  • THIS LOCATION IS NOT BBB ACCREDITED

    11611 N Meridian St Ste 500

    Carmel, IN 46032 (317) 582-1700

  • THIS LOCATION IS NOT BBB ACCREDITED

    11700 Ne 95Th Street,Suite 110
    Eastridge Business Park

    Vancouver, WA 98682 (360) 254-9738

  • THIS LOCATION IS NOT BBB ACCREDITED

    11707 E Sprague Ave Ste 205

    Spokane Valley, WA 99206 (509) 927-4655

  • THIS LOCATION IS NOT BBB ACCREDITED

    11790 Sunrise Drive,Suite #102

    Reston, VA 20191 (703) 742-8485

  • THIS LOCATION IS NOT BBB ACCREDITED

    11800 W Park Pl

    Milwaukee, WI 53224 (414) 577-2100

  • THIS LOCATION IS NOT BBB ACCREDITED

    11840 Kemper Springs Dr

    Cincinnati, OH 45240

  • THIS LOCATION IS NOT BBB ACCREDITED

    119 Liberty Street, S.E.

    Salem, OR 97301 (503) 378-7052

  • THIS LOCATION IS NOT BBB ACCREDITED

    1191 Second Avenue
    Floor 1-9

    Seattle, WA 98101

  • THIS LOCATION IS NOT BBB ACCREDITED

    12 Federal St Ste 1

    Pittsburgh, PA 15212 (412) 231-1331

  • THIS LOCATION IS NOT BBB ACCREDITED

    120 Vantis Ste 130

    Aliso Viejo, CA 92656

  • THIS LOCATION IS NOT BBB ACCREDITED

    1200 Corporate Drive, Suite 100
    Meadowbrook Corporate Pa

    Birmingham, AL 35242 (205) 995-9883

  • THIS LOCATION IS NOT BBB ACCREDITED

    1200 MacArthur Blvd

    Mahwah, NJ 07430

  • THIS LOCATION IS NOT BBB ACCREDITED

    1201 K St

    Sacramento, CA 95814

  • THIS LOCATION IS NOT BBB ACCREDITED

    1210 N Peachtree Pkwy Ste 200

    Peachtree City, GA 30269 (770) 631-9682

  • THIS LOCATION IS NOT BBB ACCREDITED

    1211 Avenue of the Americas Ste 3006

    New York, NY 10036 (212) 221-0199

  • THIS LOCATION IS NOT BBB ACCREDITED

    1212 East Algonquin Rd
    Fountain Square Prof Bldg

    Algonquin, IL 60102 (847) 658-6067

  • THIS LOCATION IS NOT BBB ACCREDITED

    1212 N Washington St Ste 209

    Spokane, WA 99201

  • THIS LOCATION IS NOT BBB ACCREDITED

    12250 Weber Hill Road, Suite 300

    Saint Louis, MO 63127 (314) 843-0600

  • THIS LOCATION IS NOT BBB ACCREDITED

    12276 San Jose Blvd Ste 422

    Jacksonville, FL 32223 (904) 268-0503

  • THIS LOCATION IS NOT BBB ACCREDITED

    123 Egg Harbor Rd Ste 305

    Sewell, NJ 08080 (856) 227-7816

  • THIS LOCATION IS NOT BBB ACCREDITED

    1233 Wantagh Ave

    Wantagh, NY 11793 (516) 785-8500

  • THIS LOCATION IS NOT BBB ACCREDITED

    12447 S Crossing Dr Ste 4

    Herriman, UT 84096

  • THIS LOCATION IS NOT BBB ACCREDITED

    1245 Jordan Creek Pkwy

    West Des Moines, IA 50266 (515) 471-3600

  • THIS LOCATION IS NOT BBB ACCREDITED

    125 N Executive Dr Ste 306

    Brookfield, WI 53005

  • THIS LOCATION IS NOT BBB ACCREDITED

    12530 Fairwood Pkwy Ste 103

    Bowie, MD 20720 (301) 262-5242

  • THIS LOCATION IS NOT BBB ACCREDITED

    1255 Creekshire Way Ste 241

    Winston Salem, NC 27103

  • THIS LOCATION IS NOT BBB ACCREDITED

    1260 A5 Bower Parkway

    Columbia, SC 29212 (803) 749-4064

  • THIS LOCATION IS NOT BBB ACCREDITED

    12657 Alcosta Blvd Ste 200

    San Ramon, CA 94583 (925) 734-9200

  • THIS LOCATION IS NOT BBB ACCREDITED

    12700 Black Forest Ln Ste 203

    Woodbridge, VA 22192 (703) 680-6284

  • THIS LOCATION IS NOT BBB ACCREDITED

    12725 SW Millikan Way

    Beaverton, OR 97005 (503) 626-4100

  • THIS LOCATION IS NOT BBB ACCREDITED

    12750 Merit Dr Ste 710 Fl 7

    Dallas, TX 75251 (972) 233-9588

  • THIS LOCATION IS NOT BBB ACCREDITED

    12780 Waterford Lakes Pkwy Ste 127

    Orlando, FL 32828 (407) 696-9146

  • 128 Weld Rd

    Wilton, ME 04294

  • THIS LOCATION IS NOT BBB ACCREDITED

    12850 Middlebrook Rd Ste 102

    Germantown, MD 20874 (301) 515-2972

  • THIS LOCATION IS NOT BBB ACCREDITED

    13 Main St Ste 5

    Sparta, NJ 07871 (973) 726-4550

  • 13 Riverside Road
    Riverside Office Park

    Weston, MA 02493 (781) 891-8900

  • 1300 Division Rd Ste 204

    West Warwick, RI 02893 (401) 885-1634

  • THIS LOCATION IS NOT BBB ACCREDITED

    1300 S Reserve St Ste D

    Missoula, MT 59801

  • THIS LOCATION IS NOT BBB ACCREDITED

    1301 Lawrence Dr Ste A

    De Pere, WI 54115

  • THIS LOCATION IS NOT BBB ACCREDITED

    13011 North Kendall Drive
    Kendall Corners

    Miami, FL 33186 (305) 385-3449

  • THIS LOCATION IS NOT BBB ACCREDITED

    1305 Executive Blvd Ste 190

    Chesapeake, VA 23320 (757) 549-7499

  • THIS LOCATION IS NOT BBB ACCREDITED

    1306 Hill Rd N

    Pickerington, OH 43147 (614) 367-1850

  • THIS LOCATION IS NOT BBB ACCREDITED

    131 Continental Drive, Suite 108
    Christiana Executive Cam

    Newark, DE 19713 (302) 369-9904

  • THIS LOCATION IS NOT BBB ACCREDITED

    131 W Seneca St Ste A

    Manlius, NY 13104 (315) 682-4705

  • THIS LOCATION IS NOT BBB ACCREDITED

    131-136 North Third Street

    Hamilton, OH 45015

  • THIS LOCATION IS NOT BBB ACCREDITED

    13101 Magisterial Dr Ste 103

    Louisville, KY 40223

  • THIS LOCATION IS NOT BBB ACCREDITED

    13101 Telecom Dr Ste 200

    Temple Terrace, FL 33637 (813) 977-6611

  • THIS LOCATION IS NOT BBB ACCREDITED

    1315 N Highway Dr

    Fenton, MO 63026

  • THIS LOCATION IS NOT BBB ACCREDITED

    1315 Rte 9
    Hark Plaza

    Wappingers Falls, NY 12590 (845) 298-0040

  • 1320 Centre St Ste 301

    Newton, MA 02459

  • THIS LOCATION IS NOT BBB ACCREDITED

    13201 Northwest Fwy Ste 600

    Houston, TX 77040 (713) 460-4650

  • THIS LOCATION IS NOT BBB ACCREDITED

    13201 Northwest Fwy Ste WELLS

    Houston, TX 77040 (713) 460-4650

  • THIS LOCATION IS NOT BBB ACCREDITED

    13321 W Indian School Rd Ste A106

    Litchfield Park, AZ 85340

  • THIS LOCATION IS NOT BBB ACCREDITED

    13345 Olive Boulevard
    Woodchase Plaza

    Chesterfield, MO 63017 (314) 878-9262

  • THIS LOCATION IS NOT BBB ACCREDITED

    1339 Commerce Ave Ste 315B

    Longview, WA 98632

  • THIS LOCATION IS NOT BBB ACCREDITED

    1340 Central Park Blvd Ste 204

    Fredericksburg, VA 22401 (540) 548-8344

  • THIS LOCATION IS NOT BBB ACCREDITED

    1340 Treat Blvd Ste 400

    Walnut Creek, CA 94597 (925) 938-1141

  • THIS LOCATION IS NOT BBB ACCREDITED

    13405 Folsom Blvd Ste 210 Bldg 200

    Folsom, CA 95630 (916) 294-9518

  • THIS LOCATION IS NOT BBB ACCREDITED

    135 Corporate Woods Ste 380

    Rochester, NY 14623 (585) 424-6050

  • THIS LOCATION IS NOT BBB ACCREDITED

    1350 Scenic Hwy N Ste THE

    Snellville, GA 30078 (770) 972-2859

  • THIS LOCATION IS NOT BBB ACCREDITED

    13520 Evening Creek Dr N Ste 350

    San Diego, CA 92128 (858) 486-7917

  • THIS LOCATION IS NOT BBB ACCREDITED

    13555 Se 36Th Street,Suite 360
    Pacific Corporate Plaza

    Bellevue, WA 98006 (425) 373-5600

  • THIS LOCATION IS NOT BBB ACCREDITED

    13830 Ballantyne Corporate Pl Ste 150

    Charlotte, NC 28277

  • THIS LOCATION IS NOT BBB ACCREDITED

    13830 Ballantyne Corporate Pl Ste 400

    Charlotte, NC 28277 (704) 357-1400

  • THIS LOCATION IS NOT BBB ACCREDITED

    13830 Ballantyne Corporate Pl Ste 500

    Charlotte, NC 28277 (704) 759-2580

  • THIS LOCATION IS NOT BBB ACCREDITED

    1400 Executive Pkwy Fl 3

    Eugene, OR 97401 (541) 342-1566

  • THIS LOCATION IS NOT BBB ACCREDITED

    14000 Quail Springs Pkwy Ste 310

    Oklahoma City, OK 73134

  • THIS LOCATION IS NOT BBB ACCREDITED

    1401 Matthews Township Pkwy Ste 300

    Matthews, NC 28105

  • THIS LOCATION IS NOT BBB ACCREDITED

    14045 Ballantyne Corporate Pl Ste 200

    Charlotte, NC 28277

  • THIS LOCATION IS NOT BBB ACCREDITED

    14123 Denver West Pkwy

    Lakewood, CO 80401

  • THIS LOCATION IS NOT BBB ACCREDITED

    14415 S 50th St Ste 150

    Phoenix, AZ 85044 (480) 753-6163

  • THIS LOCATION IS NOT BBB ACCREDITED

    14460 Lakeside Cir Ste 110

    Sterling Heights, MI 48313 (586) 532-7298

  • THIS LOCATION IS NOT BBB ACCREDITED

    14500 S Outer 40 Rd Ste 500

    Chesterfield, MO 63017 (314) 957-4100

  • THIS LOCATION IS NOT BBB ACCREDITED

    149 Plantation Ridge Dr Ste 170

    Mooresville, NC 28117

  • THIS LOCATION IS NOT BBB ACCREDITED

    14900 Interurban Ave S Ste 142

    Tukwila, WA 98168 (206) 277-7838

  • THIS LOCATION IS NOT BBB ACCREDITED

    14985 Glazier Ave Ste 645

    Apple Valley, MN 55124

  • THIS LOCATION IS NOT BBB ACCREDITED

    15 Christopher Way

    Eatontown, NJ 07724 (732) 389-6700

  • THIS LOCATION IS NOT BBB ACCREDITED

    15 Constitution Dr Ste 136

    Bedford, NH 03110 (603) 472-9773

  • 15 Robert Drive
    Highland Plaza

    South Easton, MA 02375 (508) 238-4414

  • THIS LOCATION IS NOT BBB ACCREDITED

    150 Liberty Way

    Dover, NH 03820 (603) 740-1200

  • THIS LOCATION IS NOT BBB ACCREDITED

    1500 Perimeter Pkwy NW Ste 115

    Huntsville, AL 35806 (256) 837-9200

  • THIS LOCATION IS NOT BBB ACCREDITED

    1500 Sycamore Rd

    Montoursville, PA 17754 (570) 323-8761

  • THIS LOCATION IS NOT BBB ACCREDITED

    1530 Layton Hills Parkway, Suite 110
    Park Place Office

    Layton, UT 84041 (801) 825-7776

  • THIS LOCATION IS NOT BBB ACCREDITED

    1530 Layton Hills Pkwy Ste 110

    Layton, UT 84041

  • THIS LOCATION IS NOT BBB ACCREDITED

    15319 NE 45th St

    Redmond, WA 98052

  • THIS LOCATION IS NOT BBB ACCREDITED

    1550 Omega Drive
    Omega Corp Center

    Pittsburgh, PA 15205 (412) 859-6605

  • THIS LOCATION IS NOT BBB ACCREDITED

    15521 Midlothian Tpke

    Midlothian, VA 23113 (804) 379-9246

  • THIS LOCATION IS NOT BBB ACCREDITED

    15543 N Reems Rd Ste 139

    Surprise, AZ 85374

  • THIS LOCATION IS NOT BBB ACCREDITED

    1560 Omega Dr

    Pittsburgh, PA 15205 (412) 505-1500

  • THIS LOCATION IS NOT BBB ACCREDITED

    1570 Old Alabama Rd Ste 106

    Roswell, GA 30076

  • THIS LOCATION IS NOT BBB ACCREDITED

    160 Pehle Avenue, Suite 101
    Park 80 East, First Floor

    Saddle Brook, NJ 07663 (201) 845-4300

  • THIS LOCATION IS NOT BBB ACCREDITED

    1600 N. Collins Blvd.,#2000, 3000, 4000

    Richardson, TX 75080

  • THIS LOCATION IS NOT BBB ACCREDITED

    1601 Fifth Avenue, Suite 2070
    Westlake Center

    Seattle, WA 98101 (206) 515-2160

  • THIS LOCATION IS NOT BBB ACCREDITED

    1608 Sunrise Ave

    Modesto, CA 95350

  • THIS LOCATION IS NOT BBB ACCREDITED

    16100 NW Cornell Rd Ste 140

    Beaverton, OR 97006 (503) 439-8856

  • THIS LOCATION IS NOT BBB ACCREDITED

    1620 L St NW Ste 825

    Washington, DC 20036 (202) 728-1199

  • THIS LOCATION IS NOT BBB ACCREDITED

    16505 SW 72nd Ave Bldg F

    Portland, OR 97224

  • THIS LOCATION IS NOT BBB ACCREDITED

    16505 Sw 72Nd Ave Ste 200 Bldg F

    Portland, OR 97224 (503) 645-3520

  • THIS LOCATION IS NOT BBB ACCREDITED

    1685 Valley Center Pkwy

    Bethlehem, PA 18017 (610) 974-8110

  • THIS LOCATION IS NOT BBB ACCREDITED

    169 Saxony Rd Ste 201

    Encinitas, CA 92024 (760) 635-1472

  • THIS LOCATION IS NOT BBB ACCREDITED

    1700 7th Ave Ste 2100

    Seattle, WA 98101

  • THIS LOCATION IS NOT BBB ACCREDITED

    1700 North Highland Road,Suite 107
    Southmark Building

    Pittsburgh, PA 15241 (412) 831-5476

  • THIS LOCATION IS NOT BBB ACCREDITED

    1700 NW 49th St Ste 100

    Fort Lauderdale, FL 33309 (954) 771-2155

  • THIS LOCATION IS NOT BBB ACCREDITED

    1705 SW State Route 7

    Blue Springs, MO 64014 (816) 228-9997

  • THIS LOCATION IS NOT BBB ACCREDITED

    1710 W Lake Houston Pkwy Ste 250

    Kingwood, TX 77339

  • THIS LOCATION IS NOT BBB ACCREDITED

    1717 E Grant St Ste 150

    Phoenix, AZ 85034 (602) 229-4400

  • THIS LOCATION IS NOT BBB ACCREDITED

    1717 S Rustle St Ste 101

    Spokane, WA 99224

  • THIS LOCATION IS NOT BBB ACCREDITED

    1719 N Ocean Ave Ste B

    Medford, NY 11763 (631) 447-8680

  • THIS LOCATION IS NOT BBB ACCREDITED

    1725 E Main St

    Mohegan Lake, NY 10547 (914) 528-1260

  • 173 Bedford St

    Lexington, MA 02420 (781) 861-8750

  • THIS LOCATION IS NOT BBB ACCREDITED

    1730 Rhode Island Ave NW Ste 406

    Washington, DC 20036 (202) 775-0445

  • THIS LOCATION IS NOT BBB ACCREDITED

    1737 N Casaloma Dr

    Appleton, WI 54913 (920) 749-9799

  • THIS LOCATION IS NOT BBB ACCREDITED

    17375 W Bluemound Rd

    Brookfield, WI 53045 (262) 782-9500

  • 175 Berkeley St

    Boston, MA 02116 (617) 357-9500

  • 175 Berkley St Unit J091

    Boston, MA 02116

  • THIS LOCATION IS NOT BBB ACCREDITED

    1750 Beaver Ruin Rd Ste 100

    Norcross, GA 30093 (770) 935-5953

  • THIS LOCATION IS NOT BBB ACCREDITED

    1750 Howe Ave Ste 450

    Sacramento, CA 95825 (916) 564-1792

  • THIS LOCATION IS NOT BBB ACCREDITED

    1750 Howe Ave Ste 520

    Sacramento, CA 95825

  • THIS LOCATION IS NOT BBB ACCREDITED

    1750 Howe Ave Ste 550

    Sacramento, CA 95825 (916) 564-1792

  • THIS LOCATION IS NOT BBB ACCREDITED

    1770 Central Avenue
    Village Square

    Colonie, NY 12205 (518) 456-8054

  • THIS LOCATION IS NOT BBB ACCREDITED

    17700 Northland Park Ct Ste 7

    Southfield, MI 48075 (248) 557-8440

  • 1775 Lisbon St

    Lewiston, ME 04240 (207) 784-4011

  • THIS LOCATION IS NOT BBB ACCREDITED

    180 Leaders Heights Rd Ste P

    York, PA 17402 (717) 741-5033

  • THIS LOCATION IS NOT BBB ACCREDITED

    1804 N Naper Blvd Ste 400

    Naperville, IL 60563 (630) 505-7785

  • THIS LOCATION IS NOT BBB ACCREDITED

    1807 Santa Rita Rd Ste H

    Pleasanton, CA 94566 (925) 846-8384

  • THIS LOCATION IS NOT BBB ACCREDITED

    1811 Weir Dr Ste 200

    Woodbury, MN 55125 (651) 578-0221

  • THIS LOCATION IS NOT BBB ACCREDITED

    1818 Market St Ste 1730

    Philadelphia, PA 19103 (215) 568-2302

  • THIS LOCATION IS NOT BBB ACCREDITED

    18323 Bothell Everett Hwy Ste 345

    Bothell, WA 98012 (425) 485-4484

  • THIS LOCATION IS NOT BBB ACCREDITED

    18425 Champion Forest Dr Ste 230

    Spring, TX 77379

  • THIS LOCATION IS NOT BBB ACCREDITED

    18450 Crossing Dr Ste C

    Tinley Park, IL 60487 (708) 342-0539

  • THIS LOCATION IS NOT BBB ACCREDITED

    1850 Westwood Blvd.

    Wausau, WI 54401 (715) 847-9200

  • THIS LOCATION IS NOT BBB ACCREDITED

    1850 William Penn Way

    Lancaster, PA 17601 (717) 291-9755

  • THIS LOCATION IS NOT BBB ACCREDITED

    18927 Hickory Creek Drive,First Floor
    Mokena Professional Ce

    Mokena, IL 60448 (708) 429-4530

  • THIS LOCATION IS NOT BBB ACCREDITED

    19 Glenridge Road
    Towne Center

    Scotia, NY 12302 (518) 399-0328

  • THIS LOCATION IS NOT BBB ACCREDITED

    19 West Mckinley Way
    Town One Square

    Poland, OH 44514 (330) 757-0756

  • THIS LOCATION IS NOT BBB ACCREDITED

    1901 S Meyers Rd Ste 180

    Oakbrook Terrace, IL 60181

  • THIS LOCATION IS NOT BBB ACCREDITED

    1970 E 17th St Ste 111C

    Idaho Falls, ID 83404 (208) 552-2269

  • THIS LOCATION IS NOT BBB ACCREDITED

    1989 Capital Circle Ne, Suite 2A
    Royal Oaks Shopping Cente

    Tallahassee, FL 32308 (850) 521-0085

  • THIS LOCATION IS NOT BBB ACCREDITED

    19909 120th Ave NE Ste 201

    Bothell, WA 98011 (425) 806-9100

  • THIS LOCATION IS NOT BBB ACCREDITED

    2 Bridgewater Rd Ste 202

    Farmington, CT 06032 (860) 409-9140

  • THIS LOCATION IS NOT BBB ACCREDITED

    2 Meridian Blvd Fl 2

    Wyomissing, PA 19610 (610) 375-0192

  • THIS LOCATION IS NOT BBB ACCREDITED

    2 S Gold Dr

    Hamilton, NJ 08691 (609) 689-0512

  • THIS LOCATION IS NOT BBB ACCREDITED

    20 Brace Rd Ste 350

    Cherry Hill, NJ 08034

  • THIS LOCATION IS NOT BBB ACCREDITED

    20 Broad St

    New York, NY 10005

  • 20 Cedar Swamp Road, Suite 20B
    Cedar Plaza

    Smithfield, RI 02917 (401) 232-3268

  • THIS LOCATION IS NOT BBB ACCREDITED

    20 Independence Blvd Ste 103

    Warren, NJ 07059 (908) 234-1300

  • THIS LOCATION IS NOT BBB ACCREDITED

    20 N Clark St Ste 1250

    Chicago, IL 60602

  • 20 Riverside Rd

    Weston, MA 02493 (781) 891-8900

  • THIS LOCATION IS NOT BBB ACCREDITED

    200 Day Hill Rd Ste 120

    Windsor, CT 06095 (860) 298-0730

  • THIS LOCATION IS NOT BBB ACCREDITED

    200 Galleria Pkwy SE Ste 1100

    Atlanta, GA 30339 (770) 955-0003

  • THIS LOCATION IS NOT BBB ACCREDITED

    200 Galleria Pkwy SE Ste 550

    Atlanta, GA 30339 (770) 916-0402

  • THIS LOCATION IS NOT BBB ACCREDITED

    200 Main St

    Salem, NH 03079 (603) 898-1747

  • THIS LOCATION IS NOT BBB ACCREDITED

    2000 Center Point Rd Ste 2190

    Columbia, SC 29210 (803) 731-0830

  • THIS LOCATION IS NOT BBB ACCREDITED

    201 N Civic Dr Ste 130

    Walnut Creek, CA 94596 (925) 935-8460

  • THIS LOCATION IS NOT BBB ACCREDITED

    201 Sand Creek Rd Ste A Bldg 1

    Brentwood, CA 94513 (925) 308-7978

  • THIS LOCATION IS NOT BBB ACCREDITED

    2020 S State Road 135 Ste 203

    Greenwood, IN 46143 (317) 882-8612

  • 203 Turnpike St

    North Andover, MA 01845 (978) 687-4150

  • THIS LOCATION IS NOT BBB ACCREDITED

    2030 Falling Waters Rd Ste 100

    Knoxville, TN 37922 (865) 539-0039

  • THIS LOCATION IS NOT BBB ACCREDITED

    206 Roxbury Street
    First Floor

    Keene, NH 03431 (603) 335-1128

  • THIS LOCATION IS NOT BBB ACCREDITED

    207 W Mission St

    Santa Barbara, CA 93101 (805) 898-2637

  • THIS LOCATION IS NOT BBB ACCREDITED

    209 Portage Trail Ext W

    Cuyahoga Falls, OH 44223 (330) 922-7824

  • THIS LOCATION IS NOT BBB ACCREDITED

    2100 W Walnut Hill Ln Ste 100

    Irving, TX 75038

  • THIS LOCATION IS NOT BBB ACCREDITED

    2100 W Walnut Hill Ln Ste 100

    Irving, TX 75038 (877) 389-5492

  • THIS LOCATION IS NOT BBB ACCREDITED

    2102 SW 20th Pl Ste 401

    Ocala, FL 34471

  • THIS LOCATION IS NOT BBB ACCREDITED

    211 W Fort St Ste 604

    Detroit, MI 48226 (313) 967-9955

  • THIS LOCATION IS NOT BBB ACCREDITED

    2120 N Lakewood Dr Ste A

    Coeur D Alene, ID 83814 (208) 233-9015

  • THIS LOCATION IS NOT BBB ACCREDITED

    2120 W Walnut Hill Ln Ste 200

    Irving, TX 75038 (972) 550-7899

  • THIS LOCATION IS NOT BBB ACCREDITED

    2129 Mentor Ave

    Painesville, OH 44077 (440) 392-9740

  • THIS LOCATION IS NOT BBB ACCREDITED

    214 Glen Cove Ave

    Glen Cove, NY 11542 (516) 671-1157

  • THIS LOCATION IS NOT BBB ACCREDITED

    21448 N 75th Ave Ste 2

    Glendale, AZ 85308 (623) 572-4440

  • THIS LOCATION IS NOT BBB ACCREDITED

    21515 Hawthorne Blvd Ste 550

    Torrance, CA 90503 (310) 316-9428

  • THIS LOCATION IS NOT BBB ACCREDITED

    22 Bridge St Ste 7

    Concord, NH 03301 (603) 225-3524

  • THIS LOCATION IS NOT BBB ACCREDITED

    22 Century Blvd Ste 3

    Nashville, TN 37214 (615) 231-7000

  • THIS LOCATION IS NOT BBB ACCREDITED

    220 Barfield Crescent Rd Ste K

    Murfreesboro, TN 37128 (615) 896-5339

  • THIS LOCATION IS NOT BBB ACCREDITED

    222 S Riverside Plz Ste 1580

    Chicago, IL 60606 (312) 454-9400

  • THIS LOCATION IS NOT BBB ACCREDITED

    222 Turnpike Road
    Datachem Software, Inc.

    Westborough, MA 01581

  • THIS LOCATION IS NOT BBB ACCREDITED

    222 West Street
    Colony Mill Marketplace

    Keene, NH 03431 (603) 357-1607

  • THIS LOCATION IS NOT BBB ACCREDITED

    2237 Douglas Blvd Ste 130

    Roseville, CA 95661 (916) 781-2871

  • THIS LOCATION IS NOT BBB ACCREDITED

    22400 Salamo Rd Ste 200

    West Linn, OR 97068 (503) 650-6103

  • THIS LOCATION IS NOT BBB ACCREDITED

    22425 E Appleway Ave Fl 1

    Liberty Lake, WA 99019

  • THIS LOCATION IS NOT BBB ACCREDITED

    225 Borthwick Ave

    Portsmouth, NH 03801 (603) 431-8400

  • 225 Main St

    Wakefield, RI 02879 (401) 885-1634

  • THIS LOCATION IS NOT BBB ACCREDITED

    225 Pictoria Dr Ste 220

    Cincinnati, OH 45246

  • THIS LOCATION IS NOT BBB ACCREDITED

    225 Silver St Ste 103

    Elko, NV 89801 (775) 777-3700

  • THIS LOCATION IS NOT BBB ACCREDITED

    2280 West Henderson Road
    Cobblestone Center

    Upper Arlington, OH 43220 (614) 459-2008

  • THIS LOCATION IS NOT BBB ACCREDITED

    2291 W Broadway St Ste 2

    Missoula, MT 59808 (406) 543-4933

  • THIS LOCATION IS NOT BBB ACCREDITED

    230 Commerce Way

    Portsmouth, NH 03801 (603) 431-3350

  • 230 Hanscom Dr

    Bedford, MA 01730 (781) 274-8114

  • THIS LOCATION IS NOT BBB ACCREDITED

    2300 223Rd Street Se,Canyon Park Commons, Building 3

    Bothell, WA 98021

  • THIS LOCATION IS NOT BBB ACCREDITED

    231 Mount Nebo Pointe Rd

    Pittsburgh, PA 15237

  • THIS LOCATION IS NOT BBB ACCREDITED

    2310 Commerce Point Dr

    Lakeland, FL 33801 (863) 665-6060

  • THIS LOCATION IS NOT BBB ACCREDITED

    23232 Kingsland Blvd Ste D

    Katy, TX 77494 (281) 392-4333

  • THIS LOCATION IS NOT BBB ACCREDITED

    23502 Lyons Ave Ste 101

    Newhall, CA 91321 (661) 259-0576

  • THIS LOCATION IS NOT BBB ACCREDITED

    2359 Perimeter Pointe Pkwy Ste 160

    Charlotte, NC 28208

  • THIS LOCATION IS NOT BBB ACCREDITED

    2367 Central Pkwy

    Montgomery, AL 36106 (334) 213-0651

  • THIS LOCATION IS NOT BBB ACCREDITED

    24 State Street,1 Battery Plaza

    New York, NY 10004

  • THIS LOCATION IS NOT BBB ACCREDITED

    240 McLaws Cir Ste 116

    Williamsburg, VA 23185 (757) 258-0338

  • THIS LOCATION IS NOT BBB ACCREDITED

    2410 San Ramon Valley Blvd Ste 140

    San Ramon, CA 94583 (925) 838-6310

  • THIS LOCATION IS NOT BBB ACCREDITED

    2426 Eastchester Rd Ste 211

    Bronx, NY 10469 (718) 324-2052

  • THIS LOCATION IS NOT BBB ACCREDITED

    24402 W. Lockport Street, Suite 124
    Town Square

    Plainfield, IL 60544 (815) 436-6827

  • 245 Waterman St

    Providence, RI 02906 (401) 351-2200

  • THIS LOCATION IS NOT BBB ACCREDITED

    2450 44th St SE

    Kentwood, MI 49512 (616) 455-1700

  • THIS LOCATION IS NOT BBB ACCREDITED

    24651 Center Ridge Rd Ste 350

    Cleveland, OH 44145 (440) 835-5300

  • THIS LOCATION IS NOT BBB ACCREDITED

    24800 Denso Drive, Suite 260
    Oak Hollow Gateway

    Southfield, MI 48033

  • THIS LOCATION IS NOT BBB ACCREDITED

    25 Orchard View Dr

    Londonderry, NH 03053 (603) 432-8967

  • THIS LOCATION IS NOT BBB ACCREDITED

    251 Salina Meadows Parkway

    Syracuse, NY 13212

  • THIS LOCATION IS NOT BBB ACCREDITED

    251 Salina Meadows Pkwy Ste 170

    North Syracuse, NY 13212 (315) 461-0089

  • THIS LOCATION IS NOT BBB ACCREDITED

    2510 W Dunlap Ave Ste 300

    Phoenix, AZ 85021 (602) 861-0856

  • THIS LOCATION IS NOT BBB ACCREDITED

    2510 W Dunlap Ave Ste CANYON

    Phoenix, AZ 85021 (602) 997-4700

  • THIS LOCATION IS NOT BBB ACCREDITED

    2510 W Dunlap Ave Ste CANYON

    Phoenix, AZ 85021 (602) 997-4700

  • THIS LOCATION IS NOT BBB ACCREDITED

    2530 Meridian Pkwy Ste 300

    Durham, NC 27713

  • THIS LOCATION IS NOT BBB ACCREDITED

    2550 N 1st St Ste 300

    San Jose, CA 95131 (408) 577-1191

  • THIS LOCATION IS NOT BBB ACCREDITED

    2601 Westhall Ln

    Maitland, FL 32751 (407) 660-1985

  • THIS LOCATION IS NOT BBB ACCREDITED

    26039 Acero Ste 102 Bldg 1

    Mission Viejo, CA 92691 (949) 586-3920

  • THIS LOCATION IS NOT BBB ACCREDITED

    2610 Wycliff Rd Ste 305

    Raleigh, NC 27607

  • THIS LOCATION IS NOT BBB ACCREDITED

    26100 Northwestern Hwy Ste SQ

    Southfield, MI 48076 (248) 352-1500

  • THIS LOCATION IS NOT BBB ACCREDITED

    2680 W Ridge Rd

    Greece, NY 14626 (585) 225-4801

  • THIS LOCATION IS NOT BBB ACCREDITED

    2700 Canyon Blvd Ste 210

    Boulder, CO 80302 (303) 938-9221

  • THIS LOCATION IS NOT BBB ACCREDITED

    27201 Bella Vista Pkwy Ste 210

    Warrenville, IL 60555

  • THIS LOCATION IS NOT BBB ACCREDITED

    27201 Bella Vista Pkwy Ste 400

    Warrenville, IL 60555

  • THIS LOCATION IS NOT BBB ACCREDITED

    2725 Town Center Blvd N Ste Q

    Sugar Land, TX 77479

  • THIS LOCATION IS NOT BBB ACCREDITED

    273 Corporate Dr

    Portsmouth, NH 03801 (603) 431-7545

  • THIS LOCATION IS NOT BBB ACCREDITED

    275 Grandview Ave Ste 300

    Camp Hill, PA 17011 (717) 763-7331

  • THIS LOCATION IS NOT BBB ACCREDITED

    275 Springside Dr Ste 220

    Akron, OH 44333 (330) 666-2199

  • 28 Walnut St Ste 110

    Williston, VT 05495 (802) 872-7778

  • 28 Walnut St Ste 210

    Williston, VT 05495 (802) 288-9100

  • THIS LOCATION IS NOT BBB ACCREDITED

    2800 W Higgins Rd Ste 1000

    Hoffman Est, IL 60169

  • THIS LOCATION IS NOT BBB ACCREDITED

    2815 Forbs Ave Ste 200

    Hoffman Estates, IL 60192 (847) 413-9090

  • THIS LOCATION IS NOT BBB ACCREDITED

    2850 Midwest Dr Ste 103

    Onalaska, WI 54650 (608) 781-9670

  • THIS LOCATION IS NOT BBB ACCREDITED

    2854 Highway 55 Ste 250

    Eagan, MN 55121 (651) 365-8053

  • THIS LOCATION IS NOT BBB ACCREDITED

    2875 Browns Bridge Rd

    Gainesville, GA 30504 (770) 536-8761

  • THIS LOCATION IS NOT BBB ACCREDITED

    2908 Marketplace Dr Ste 120

    Fitchburg, WI 53719 (608) 242-5665

  • THIS LOCATION IS NOT BBB ACCREDITED

    295 Molly Ln Ste 150

    Woodstock, GA 30189 (770) 924-6464

  • THIS LOCATION IS NOT BBB ACCREDITED

    2950 Express Dr S Ste 100

    Islandia, NY 11749 (631) 232-3500

  • THIS LOCATION IS NOT BBB ACCREDITED

    2965 Colonnade Drive, Suite 305

    Roanoke, VA 24018 (540) 989-6179

  • THIS LOCATION IS NOT BBB ACCREDITED

    2992 Reidville Rd

    Spartanburg, SC 29301

  • THIS LOCATION IS NOT BBB ACCREDITED

    3 Becker Farm Rd

    Roseland, NJ 07068 (973) 533-6509

  • THIS LOCATION IS NOT BBB ACCREDITED

    3 Lear Jet Ln

    Latham, NY 12110 (800) 252-5730

  • THIS LOCATION IS NOT BBB ACCREDITED

    3 Riverway, Suite 1300
    Three Riverway Building

    Houston, TX 77056 (713) 961-7474

  • THIS LOCATION IS NOT BBB ACCREDITED

    30 Airport Road
    Executive Plaza

    West Lebanon, NH 03784 (603) 298-5547

  • THIS LOCATION IS NOT BBB ACCREDITED

    30 E Crossville Rd Ste 120

    Roswell, GA 30075 (770) 998-2045

  • 30 Nagog Park

    Acton, MA 01720 (978) 264-0234

  • 30 Riverside Road

    Weston, MA 02493

  • THIS LOCATION IS NOT BBB ACCREDITED

    300 Deschutes Way SW Ste 210

    Tumwater, WA 98501 (360) 705-0600

  • THIS LOCATION IS NOT BBB ACCREDITED

    300 Galleria Pkwy SE Ste 610

    Atlanta, GA 30339

  • THIS LOCATION IS NOT BBB ACCREDITED

    3000 Chapel Hill Rd Ste 204

    Douglasville, GA 30135 (678) 838-9219

  • THIS LOCATION IS NOT BBB ACCREDITED

    3000 Research Forest Dr Ste 200

    The Woodlands, TX 77381 (281) 364-1090

  • THIS LOCATION IS NOT BBB ACCREDITED

    301 Concourse Blvd
    West Shore Iii

    Glen Allen, VA 23059 (804) 527-3902

  • THIS LOCATION IS NOT BBB ACCREDITED

    301 Plainfield Rd Ste 250

    Syracuse, NY 13212 (315) 453-7006

  • THIS LOCATION IS NOT BBB ACCREDITED

    303 N Hurstbourne Pkwy,Suite 200
    Forum Office Park

    Louisville, KY 40222 (502) 425-8450

  • THIS LOCATION IS NOT BBB ACCREDITED

    3033 Orchard Vista Dr SE Ste 304

    Grand Rapids, MI 49546 (616) 956-3315

  • THIS LOCATION IS NOT BBB ACCREDITED

    304 Ave Ponce de Leon Ste CTR

    San Juan, PR 00918

  • THIS LOCATION IS NOT BBB ACCREDITED

    306 23rd Ave S Ste 200

    Seattle, WA 98144

  • THIS LOCATION IS NOT BBB ACCREDITED

    306 Industrial Park Rd Ste 207

    Middletown, CT 06457

  • THIS LOCATION IS NOT BBB ACCREDITED

    310 E 96th St

    Indianapolis, IN 46240

  • THIS LOCATION IS NOT BBB ACCREDITED

    310 Town Center Ave Ste A

    Suwanee, GA 30024 (678) 546-0499

  • THIS LOCATION IS NOT BBB ACCREDITED

    312 Farmington Ave

    Farmington, CT 06032

  • THIS LOCATION IS NOT BBB ACCREDITED

    314 Church St

    Decatur, GA 30030

  • THIS LOCATION IS NOT BBB ACCREDITED

    3161 Cobb Parkway,Suite 130
    The Shops At Butler Creek

    Kennesaw, GA 30152 (770) 974-0272

  • THIS LOCATION IS NOT BBB ACCREDITED

    3173 Chili Ave Ste 200

    Rochester, NY 14624 (585) 889-1520

  • THIS LOCATION IS NOT BBB ACCREDITED

    320 SW 3rd St

    Corvallis, OR 97333 (541) 752-0044

  • THIS LOCATION IS NOT BBB ACCREDITED

    3218 W Grant Line Rd

    Tracy, CA 95304 (209) 832-2348

  • THIS LOCATION IS NOT BBB ACCREDITED

    3235 Satellite Blvd Ste 400

    Duluth, GA 30096 (770) 814-9002

  • THIS LOCATION IS NOT BBB ACCREDITED

    3235 Satellite Blvd Ste 600 Bldg 400

    Duluth, GA 30096 (770) 814-8484

  • 324 Cummings Rd Ste 201

    South Portland, ME 04106 (207) 774-2148

  • 324 Cummings Rd Ste 202

    South Portland, ME 04106 (207) 871-9000

  • THIS LOCATION IS NOT BBB ACCREDITED

    33 Kendall Way

    Malta, NY 12020 (518) 899-7050

  • THIS LOCATION IS NOT BBB ACCREDITED

    33 Trafalgar Sq

    Nashua, NH 03063 (603) 595-0900

  • THIS LOCATION IS NOT BBB ACCREDITED

    330 E Kilbourn Ave Ste 2

    Milwaukee, WI 53202 (414) 273-0227

  • THIS LOCATION IS NOT BBB ACCREDITED

    330 N Brand Blvd Ste 500

    Glendale, CA 91203 (818) 240-1234

  • THIS LOCATION IS NOT BBB ACCREDITED

    3303 S Lindsay Rd Ste 105

    Gilbert, AZ 85297 (480) 857-8662

  • THIS LOCATION IS NOT BBB ACCREDITED

    332 W US Highway 30

    Valparaiso, IN 46385

  • THIS LOCATION IS NOT BBB ACCREDITED

    333 City Blvd W Ste 300

    Orange, CA 92868 (714) 937-1400

  • THIS LOCATION IS NOT BBB ACCREDITED

    34 Bridge St Ste 2

    Northampton, MA 01060

  • THIS LOCATION IS NOT BBB ACCREDITED

    340 Jesse Jewell Pkwy SE

    Gainesville, GA 30501

  • THIS LOCATION IS NOT BBB ACCREDITED

    340 Jesse Jewell Pkwy SE Ste 500

    Gainesville, GA 30501 (770) 534-2705

  • THIS LOCATION IS NOT BBB ACCREDITED

    341 Furys Ferry Rd Ste 4

    Martinez, GA 30907 (706) 228-5779

  • THIS LOCATION IS NOT BBB ACCREDITED

    34121 N US Highway 45 Ste 7

    Grayslake, IL 60030 (847) 231-5499

  • THIS LOCATION IS NOT BBB ACCREDITED

    34225 N 27th Dr Ste 246

    Phoenix, AZ 85085 (480) 575-1631

  • THIS LOCATION IS NOT BBB ACCREDITED

    3430 Oakwood Mall Dr Ste 300

    Eau Claire, WI 54701 (715) 835-6174

  • THIS LOCATION IS NOT BBB ACCREDITED

    34505 W 12 Mile Rd Ste 100

    Farmington Hills, MI 48331 (248) 489-2800

  • THIS LOCATION IS NOT BBB ACCREDITED

    3485 West Vine Street
    Sun Plaza

    Kissimmee, FL 34741 (407) 343-9071

  • THIS LOCATION IS NOT BBB ACCREDITED

    350 E 96th St

    Indianapolis, IN 46240 (317) 581-6400

  • THIS LOCATION IS NOT BBB ACCREDITED

    3501 NW 63rd St Ste 403

    Oklahoma City, OK 73116 (405) 842-8900

  • THIS LOCATION IS NOT BBB ACCREDITED

    353 Sacramento St Ste 600

    San Francisco, CA 94111 (415) 983-4500

  • THIS LOCATION IS NOT BBB ACCREDITED

    3540 S Boulevard Ste 155

    Edmond, OK 73013 (405) 341-2118

  • THIS LOCATION IS NOT BBB ACCREDITED

    355 Northland Dr NE Ste B

    Rockford, MI 49341 (616) 866-7050

  • THIS LOCATION IS NOT BBB ACCREDITED

    3552 Meridian Crossings Ste 560

    Okemos, MI 48864

  • THIS LOCATION IS NOT BBB ACCREDITED

    3555 Koger Blvd Ste 100

    Duluth, GA 30096 (678) 380-8734

  • THIS LOCATION IS NOT BBB ACCREDITED

    3560 Grand Ave Ste Q

    Chino Hills, CA 91709 (909) 465-5583

  • THIS LOCATION IS NOT BBB ACCREDITED

    360 Bloomfield Ave Ste 405

    Windsor, CT 06095 (860) 688-1606

  • THIS LOCATION IS NOT BBB ACCREDITED

    36141 Avenue 12

    Madera, CA 93636

  • THIS LOCATION IS NOT BBB ACCREDITED

    3633 Inland Empire Blvd Fl 5

    Ontario, CA 91764 (909) 948-9774

  • THIS LOCATION IS NOT BBB ACCREDITED

    3666 Harden Blvd

    Lakeland, FL 33803 (863) 644-7798

  • THIS LOCATION IS NOT BBB ACCREDITED

    3690 Orange Pl Ste 510

    Beachwood, OH 44122 (216) 292-2188

  • THIS LOCATION IS NOT BBB ACCREDITED

    3695 Cascade Rd SW Ste J

    Atlanta, GA 30331 (404) 691-8662

  • THIS LOCATION IS NOT BBB ACCREDITED

    3775 Roswell Rd Ste 150

    Marietta, GA 30062 (770) 977-2022

  • 38 Pond St

    Franklin, MA 02038 (508) 541-2171

  • THIS LOCATION IS NOT BBB ACCREDITED

    3829 Forest Park Way

    North Tonawanda, NY 14120 (716) 692-6104

  • THIS LOCATION IS NOT BBB ACCREDITED

    388 E Valley Blvd Ste 120

    Alhambra, CA 91801 (626) 289-0658

  • THIS LOCATION IS NOT BBB ACCREDITED

    390 Main St Ste 532

    Worcester, MA 01608 (508) 792-5135

  • THIS LOCATION IS NOT BBB ACCREDITED

    3900 N Causeway Blvd Ste 660

    Metairie, LA 70002 (504) 837-7000

  • THIS LOCATION IS NOT BBB ACCREDITED

    3939 W Ridge Rd Ste A100

    Erie, PA 16506 (814) 838-1199

  • THIS LOCATION IS NOT BBB ACCREDITED

    400 Brookstone Centre Pkwy Ste 100

    Columbus, GA 31904 (706) 327-1798

  • THIS LOCATION IS NOT BBB ACCREDITED

    400 Essjay Rd Ste 300

    Buffalo, NY 14221 (716) 631-9140

  • THIS LOCATION IS NOT BBB ACCREDITED

    400 Laurel Oak Rd

    Voorhees, NJ 08043

  • THIS LOCATION IS NOT BBB ACCREDITED

    4000 Legato Rd Ste CENTER

    Fairfax, VA 22033 (703) 385-4444

  • THIS LOCATION IS NOT BBB ACCREDITED

    4000 South Sherwood Forest Boulevard, Suite 200

    Baton Rouge, LA 70816 (225) 292-8808

  • THIS LOCATION IS NOT BBB ACCREDITED

    4017 Hillsboro Pike Ste 406

    Nashville, TN 37215

  • 405 Cochituate Rd Ste 202

    Framingham, MA 01701 (508) 875-6955

  • THIS LOCATION IS NOT BBB ACCREDITED

    407 Manor Rd

    Staten Island, NY 10314 (718) 273-0405

  • THIS LOCATION IS NOT BBB ACCREDITED

    407 S 3rd St Ste 250

    Geneva, IL 60134 (630) 232-8100

  • THIS LOCATION IS NOT BBB ACCREDITED

    4104 Old Vestal Road Suite 200
    Vestal Executive Park

    Vestal, NY 13850 (607) 797-7587

  • THIS LOCATION IS NOT BBB ACCREDITED

    412 W. Swedesford Road
    Swedesford Plaza

    Berwyn, PA 19312 (610) 296-3074

  • THIS LOCATION IS NOT BBB ACCREDITED

    4131 N Mulberry Dr Ste 250

    Kansas City, MO 64116

  • THIS LOCATION IS NOT BBB ACCREDITED

    4141 N Scottsdale Rd Ste 310

    Scottsdale, AZ 85251 (480) 947-4400

  • THIS LOCATION IS NOT BBB ACCREDITED

    41800 W Eleven Mile Rd, Suite 220
    Pinnacle Office Center

    Novi, MI 48375 (248) 349-8360

  • THIS LOCATION IS NOT BBB ACCREDITED

    4201 Avenue M

    Brooklyn, NY 11234 (718) 724-1801

  • THIS LOCATION IS NOT BBB ACCREDITED

    4202 Meridian St Ste 216

    Bellingham, WA 98226

  • THIS LOCATION IS NOT BBB ACCREDITED

    424 S Woods Mill Rd Ste 100

    Chesterfield, MO 63017 (314) 576-9935

  • THIS LOCATION IS NOT BBB ACCREDITED

    425 Eagle Rock Ave Ste 103

    Roseland, NJ 07068

  • THIS LOCATION IS NOT BBB ACCREDITED

    4259 W Swamp Road,Suite 108

    Doylestown, PA 18901

  • THIS LOCATION IS NOT BBB ACCREDITED

    43 01 162Nd Street

    Flushing, NY 11358 (718) 359-2060

  • THIS LOCATION IS NOT BBB ACCREDITED

    4300 Roosevelt Way NE

    Seattle, WA 98105

  • THIS LOCATION IS NOT BBB ACCREDITED

    4300 Stevens Creek Blvd Ste 175

    San Jose, CA 95129

  • THIS LOCATION IS NOT BBB ACCREDITED

    434 N. Loop 1604 West Suite 1201
    Ventura Plaza

    San Antonio, TX 78232 (210) 496-3611

  • 435 West St

    Rutland, VT 05701 (802) 747-0600

  • THIS LOCATION IS NOT BBB ACCREDITED

    4401 Westown Pkwy Ste 214

    West Des Moines, IA 50266 (515) 223-7739

  • THIS LOCATION IS NOT BBB ACCREDITED

    4435 Valley View Dr Ste 101

    Knoxville, TN 37917 (865) 523-0182

  • THIS LOCATION IS NOT BBB ACCREDITED

    444 E College Ave Ste 340

    State College, PA 16801

  • THIS LOCATION IS NOT BBB ACCREDITED

    444 Merrick Rd

    Lynbrook, NY 11563 (516) 593-8200

  • THIS LOCATION IS NOT BBB ACCREDITED

    4445 Route 309

    Schnecksville, PA 18078 (610) 799-2502

  • THIS LOCATION IS NOT BBB ACCREDITED

    448 S Hunt Club Blvd

    Apopka, FL 32703 (407) 862-1608

  • 45 Memorial Cir Ste 100

    Augusta, ME 04330 (207) 622-0518

  • THIS LOCATION IS NOT BBB ACCREDITED

    450 Plymouth Road,Suite 400, Interchange Corp Center

    Plymouth Mtng, PA 19462 (610) 832-8240

  • THIS LOCATION IS NOT BBB ACCREDITED

    450 SW Powerhouse Dr Ste 422

    Bend, OR 97702 (541) 388-2659

  • THIS LOCATION IS NOT BBB ACCREDITED

    4500 E Palm Valley Blvd Ste 104

    Round Rock, TX 78665

  • THIS LOCATION IS NOT BBB ACCREDITED

    4500 West Eldorado Parkway,Suite 1400

    Mckinney, TX 75070

  • THIS LOCATION IS NOT BBB ACCREDITED

    451 Route 25A

    Miller Place, NY 11764 (631) 331-7196

  • THIS LOCATION IS NOT BBB ACCREDITED

    4582 S Ulster St Ste 200

    Denver, CO 80237 (720) 489-8400

  • THIS LOCATION IS NOT BBB ACCREDITED

    4601 NE 77th Ave Ste 250

    Vancouver, WA 98662 (800) 234-8011

  • THIS LOCATION IS NOT BBB ACCREDITED

    4607 Highway K

    O Fallon, MO 63368 (636) 978-4935

  • THIS LOCATION IS NOT BBB ACCREDITED

    4747 Nesconset Hwy Unit 28

    Port Jefferson Station, NY 11776 (631) 928-8591

  • THIS LOCATION IS NOT BBB ACCREDITED

    48 Brotherhood Plaza Dr

    Washingtonville, NY 10992 (845) 496-8990

  • THIS LOCATION IS NOT BBB ACCREDITED

    4811 Gaillardia Pkwy Ste 100

    Oklahoma City, OK 73142

  • THIS LOCATION IS NOT BBB ACCREDITED

    4885 Houston Rd Ste 200

    Florence, KY 41042 (859) 371-0440

  • THIS LOCATION IS NOT BBB ACCREDITED

    4888 Loop Central Dr Ste 505

    Houston, TX 77081 (713) 667-4242

  • THIS LOCATION IS NOT BBB ACCREDITED

    4902 W Slauson Ave

    Los Angeles, CA 90056 (323) 292-6218

  • THIS LOCATION IS NOT BBB ACCREDITED

    4949 Meadows Rd Ste 650

    Lake Oswego, OR 97035 (503) 675-7600

  • THIS LOCATION IS NOT BBB ACCREDITED

    5 Belair South Parkway,Suite 01579
    Festival At Bel Air

    Bel Air, MD 21015 (410) 638-1390

  • THIS LOCATION IS NOT BBB ACCREDITED

    5 Innovation Ct Ste C

    Appleton, WI 54914 (920) 734-1468

  • THIS LOCATION IS NOT BBB ACCREDITED

    50 Charles Lindbergh Blvd

    Uniondale, NY 11553 (516) 222-6060

  • 50 Derby St

    Hingham, MA 02043 (617) 740-1920

  • 50 Derby Street
    Bare Cove Executive Park

    Hingham, MA 02043 (781) 740-1920

  • THIS LOCATION IS NOT BBB ACCREDITED

    50 Liberty Way

    Dover, NH 03820 (603) 749-2600

  • THIS LOCATION IS NOT BBB ACCREDITED

    500 Bi County Blvd Ste 450

    Farmingdale, NY 11735 (800) 304-2896

  • THIS LOCATION IS NOT BBB ACCREDITED

    500 Congressional Blvd., Suite 300

    Carmel, IN 46032

  • THIS LOCATION IS NOT BBB ACCREDITED

    500 S Service Rd E

    Ruston, LA 71270 (318) 255-2622

  • THIS LOCATION IS NOT BBB ACCREDITED

    5000 Ritter Rd Ste 103

    Mechanicsburg, PA 17055 (717) 795-8703

  • THIS LOCATION IS NOT BBB ACCREDITED

    5005 W American Prairie Dr Ste 105

    Peoria, IL 61615

  • THIS LOCATION IS NOT BBB ACCREDITED

    501 Columbia Tpke Ste 17

    Rensselaer, NY 12144 (518) 479-2060

  • THIS LOCATION IS NOT BBB ACCREDITED

    5015 Campuswood Dr

    East Syracuse, NY 13057 (800) 962-5157

  • THIS LOCATION IS NOT BBB ACCREDITED

    5015 Campuswood Dr Ste 202

    East Syracuse, NY 13057 (315) 433-1144

  • THIS LOCATION IS NOT BBB ACCREDITED

    5050 W Tilghman St Ste 200

    Allentown, PA 18104 (610) 398-9800

  • THIS LOCATION IS NOT BBB ACCREDITED

    5081 South Mccarren Blvd
    Smithridge Plaza

    Reno, NV 89502 (775) 827-1000

  • THIS LOCATION IS NOT BBB ACCREDITED

    5100 N Brookline Ave Ste 1055

    Oklahoma City, OK 73112

  • THIS LOCATION IS NOT BBB ACCREDITED

    512 Township Line Rd Ste 300

    Blue Bell, PA 19422 (215) 641-0400

  • THIS LOCATION IS NOT BBB ACCREDITED

    512 Township Line Rd Ste 350
    Three Valley Square

    Blue Bell, PA 19422 (215) 283-6460

  • THIS LOCATION IS NOT BBB ACCREDITED

    5126 W Terrace Dr Ste 104

    Madison, WI 53718 (608) 242-5665

  • THIS LOCATION IS NOT BBB ACCREDITED

    515 Executive Campus Dr

    Westerville, OH 43082 (614) 794-1206

  • THIS LOCATION IS NOT BBB ACCREDITED

    515 Park Place Cir

    Mishawaka, IN 46545

  • THIS LOCATION IS NOT BBB ACCREDITED

    520 Hartford Tpke

    Vernon, CT 06066 (860) 871-6294

  • THIS LOCATION IS NOT BBB ACCREDITED

    520 White Plains Rd

    Tarrytown, NY 10591 (914) 332-9770

  • THIS LOCATION IS NOT BBB ACCREDITED

    525 B St Ste 1050

    San Diego, CA 92101 (619) 744-6000

  • THIS LOCATION IS NOT BBB ACCREDITED

    5283 Corporate Dr Ste 302

    Frederick, MD 21703 (301) 695-0091

  • THIS LOCATION IS NOT BBB ACCREDITED

    53 S Main St

    New City, NY 10956 (845) 639-4982

  • THIS LOCATION IS NOT BBB ACCREDITED

    5301 Virginia Way Ste 200

    Brentwood, TN 37027 (615) 373-9555

  • THIS LOCATION IS NOT BBB ACCREDITED

    5320 W Genesee St

    Camillus, NY 13031 (315) 468-4000

  • THIS LOCATION IS NOT BBB ACCREDITED

    537 W Highlands Ranch Pkwy

    Highlands Ranch, CO 80129 (303) 346-0028

  • THIS LOCATION IS NOT BBB ACCREDITED

    540 Lake Center Pkwy Ste 102

    Cumming, GA 30040 (678) 513-1864

  • THIS LOCATION IS NOT BBB ACCREDITED

    5400 Shawnee Rd Ste 303

    Alexandria, VA 22312 (703) 256-0173

  • THIS LOCATION IS NOT BBB ACCREDITED

    5407 Basswood Blvd Ste 101

    Fort Worth, TX 76137 (817) 698-8069

  • THIS LOCATION IS NOT BBB ACCREDITED

    55 Water St Fl 18

    New York, NY 10041 (212) 208-4100

  • THIS LOCATION IS NOT BBB ACCREDITED

    55 West 14Th Street, Suite 202
    Great Northern Town Cent

    Helena, MT 59601 (406) 457-5360

  • THIS LOCATION IS NOT BBB ACCREDITED

    555 Great Circle Rd

    Nashville, TN 37228 (615) 255-6600

  • THIS LOCATION IS NOT BBB ACCREDITED

    555 Saint Charles Dr Ste 106

    Thousand Oaks, CA 91360 (805) 497-2899

  • THIS LOCATION IS NOT BBB ACCREDITED

    555 W Pierce Rd #100

    Itasca, IL 60143

  • THIS LOCATION IS NOT BBB ACCREDITED

    555 W Pierce Rd Ste 100

    Itasca, IL 60143 (630) 250-7100

  • THIS LOCATION IS NOT BBB ACCREDITED

    555 W Pierce Rd Ste 300

    Itasca, IL 60143 (630) 250-7100

  • THIS LOCATION IS NOT BBB ACCREDITED

    5585 Pershing Ave Ste 101

    Saint Louis, MO 63112 (314) 361-2344

  • 56 Northport Dr Ste 200

    Portland, ME 04103 (207) 541-5100

  • THIS LOCATION IS NOT BBB ACCREDITED

    5600 New King Street,Suite 360

    Troy, MI 48098 (248) 641-0552

  • THIS LOCATION IS NOT BBB ACCREDITED

    57 Germantown Court, Suite 205
    Kimbrough Building

    Cordova, TN 38018 (901) 682-2559

  • THIS LOCATION IS NOT BBB ACCREDITED

    57 Germantown Court,Suite 207
    Kimbrough Building

    Cordova, TN 38018 (901) 818-1990

  • THIS LOCATION IS NOT BBB ACCREDITED

    5802 Bee Ridge Rd Ste 101

    Sarasota, FL 34233 (941) 379-2211

  • THIS LOCATION IS NOT BBB ACCREDITED

    5939 Deerfield Village Dr Ste SQ

    Mason, OH 45040 (513) 779-9333

  • THIS LOCATION IS NOT BBB ACCREDITED

    5975 S Quebec St Ste 100

    Centennial, CO 80111 (303) 799-0818

  • THIS LOCATION IS NOT BBB ACCREDITED

    5975 S Quebec St Ste 100

    Englewood, CO 80111

  • THIS LOCATION IS NOT BBB ACCREDITED

    5975 S Quebec St Ste 300

    Centennial, CO 80111 (720) 873-9200

  • THIS LOCATION IS NOT BBB ACCREDITED

    6 Campus Dr Ste 2

    Parsippany, NJ 07054

  • THIS LOCATION IS NOT BBB ACCREDITED

    6 Desta Dr Ste 1400

    Midland, TX 79705 (432) 683-5341

  • THIS LOCATION IS NOT BBB ACCREDITED

    600 Baltimore Drive
    East Mountain Corporate Center

    Wilkes-Barre, PA 18702 (570) 825-3528

  • THIS LOCATION IS NOT BBB ACCREDITED

    600 E 96th St Ste 400

    Indianapolis, IN 46240 (317) 566-6800

  • THIS LOCATION IS NOT BBB ACCREDITED

    600 E Lyon Rd

    Midland, MI 48640

  • THIS LOCATION IS NOT BBB ACCREDITED

    601 S Figueroa St Ste 1400

    Los Angeles, CA 90017

  • 603 West St Fl 3

    Mansfield, MA 02048

  • THIS LOCATION IS NOT BBB ACCREDITED

    6100 Uptown Blvd NE Ste 640

    Albuquerque, NM 87110 (505) 881-2007

  • THIS LOCATION IS NOT BBB ACCREDITED

    6101 Executive Blvd Ste 100

    Rockville, MD 20852 (301) 881-9300

  • THIS LOCATION IS NOT BBB ACCREDITED

    614 Ferguson Street, Suite 5
    Pinewood Professional

    Bozeman, MT 59718 (406) 582-0919

  • THIS LOCATION IS NOT BBB ACCREDITED

    615 Bakers Bridge Ave Ste 170

    Franklin, TN 37067 (615) 771-4144

  • THIS LOCATION IS NOT BBB ACCREDITED

    62 Maple Ave

    Keene, NH 03431

  • THIS LOCATION IS NOT BBB ACCREDITED

    6213 N Cloverdale Rd Ste 150

    Boise, ID 83713 (208) 322-3339

  • THIS LOCATION IS NOT BBB ACCREDITED

    6213 N Cloverdale Rd Ste 150

    Boise, ID 83713 (208) 375-4861

  • THIS LOCATION IS NOT BBB ACCREDITED

    6213 N Cloverdale Rd Ste 150

    Boise, ID 83713 (208) 322-3339

  • THIS LOCATION IS NOT BBB ACCREDITED

    6230 Old Dobbin Ln Ste 200

    Columbia, MD 21045 (410) 953-8120

  • THIS LOCATION IS NOT BBB ACCREDITED

    6265 Rte. 31,Bldg #2

    Cicero, NY 13039 (315) 699-3090

  • THIS LOCATION IS NOT BBB ACCREDITED

    629 Springfield Ave

    Berkeley Heights, NJ 07922

  • THIS LOCATION IS NOT BBB ACCREDITED

    6300 Jericho Turnpike
    Commack Tower Shopping Plaza

    Commack, NY 11725 (631) 858-1162

  • THIS LOCATION IS NOT BBB ACCREDITED

    6310 Lyndon B Johnson Fwy Ste 215

    Dallas, TX 75240

  • THIS LOCATION IS NOT BBB ACCREDITED

    640 Marlboro St

    Keene, NH 03431 (603) 357-0609

  • THIS LOCATION IS NOT BBB ACCREDITED

    6410 Coors Blvd NW Ste 100

    Albuquerque, NM 87120 (505) 899-5171

  • THIS LOCATION IS NOT BBB ACCREDITED

    6454 Van Nuys Blvd Ste 150 Ofc 20

    Van Nuys, CA 91401

  • 65 Portland Rd Ste 1

    Kennebunk, ME 04043 (207) 985-7083

  • THIS LOCATION IS NOT BBB ACCREDITED

    650 Ne Holladay
    Liberty Northwest Insurance Companies

    Portland, OR 97232 (503) 239-5800

  • THIS LOCATION IS NOT BBB ACCREDITED

    6525 West Campus Oval, Suite 100

    New Albany, OH 43054 (614) 855-4334

  • THIS LOCATION IS NOT BBB ACCREDITED

    6565 N MacArthur Blvd Ste 100

    Irving, TX 75039 (972) 395-9190

  • THIS LOCATION IS NOT BBB ACCREDITED

    6800 College Blvd Ste 700

    Overland Park, KS 66211 (913) 681-1700

  • THIS LOCATION IS NOT BBB ACCREDITED

    688 Berkmar Cir Unit 2E

    Charlottesville, VA 22901 (434) 973-0225

  • 690 Canton Street, Suite 300
    Westwood Business Center

    Westwood, MA 02090 (781) 251-0963

  • THIS LOCATION IS NOT BBB ACCREDITED

    690 Lee Rd Ste 200

    Wayne, PA 19087 (610) 644-1056

  • THIS LOCATION IS NOT BBB ACCREDITED

    6900 Wedgewood Rd N Ste 302

    Maple Grove, MN 55311 (763) 420-4407

  • THIS LOCATION IS NOT BBB ACCREDITED

    6909 W Ray Rd Ste 29

    Chandler, AZ 85226 (480) 732-1491

  • THIS LOCATION IS NOT BBB ACCREDITED

    6Th & Chestnut Streets - 150 S. I,Suite 554

    Philadelphia, PA 19106 (215) 627-3087

  • THIS LOCATION IS NOT BBB ACCREDITED

    70 Church St Ste 100

    Flemington, NJ 08822 (908) 237-0040

  • THIS LOCATION IS NOT BBB ACCREDITED

    70 E Sunrise Hwy Ste 618

    Valley Stream, NY 11581 (516) 593-8200

  • THIS LOCATION IS NOT BBB ACCREDITED

    700 Highlander Blvd Ste 200

    Arlington, TX 76015 (817) 466-9303

  • THIS LOCATION IS NOT BBB ACCREDITED

    700 Lavaca St Ste 1412

    Austin, TX 78701 (512) 481-0257

  • THIS LOCATION IS NOT BBB ACCREDITED

    700 Taylor Rd Ste 220

    Columbus, OH 43230 (614) 478-8282

  • THIS LOCATION IS NOT BBB ACCREDITED

    7000 Stonewood Dr Ste 100

    Wexford, PA 15090 (724) 776-2350

  • THIS LOCATION IS NOT BBB ACCREDITED

    701 Fifth Avenue,Suite 3505
    Bank Of America Tower

    Seattle, WA 98104

  • THIS LOCATION IS NOT BBB ACCREDITED

    701 Route 73 South, Suite 325
    Marlton Executive Park

    Marlton, NJ 08053

  • THIS LOCATION IS NOT BBB ACCREDITED

    701 Route 73 South,Suite 201
    Marlton Executive Park

    Marlton, NJ 08053 (856) 596-2234

  • THIS LOCATION IS NOT BBB ACCREDITED

    7029 Rote Rd Ste 105

    Rockford, IL 61107 (815) 633-1070

  • THIS LOCATION IS NOT BBB ACCREDITED

    7074 Harrison Ave Ste 11

    Cincinnati, OH 45247 (513) 923-4477

  • 71 Frankland Rd

    Hopkinton, MA 01748 (508) 497-0200

  • THIS LOCATION IS NOT BBB ACCREDITED

    71 Stevenson St Ste 600

    San Francisco, CA 94105 (415) 777-1307

  • THIS LOCATION IS NOT BBB ACCREDITED

    7101 NW Expressway Ste 615

    Oklahoma City, OK 73132 (405) 720-6083

  • THIS LOCATION IS NOT BBB ACCREDITED

    711 Kapiolani Blvd Ste 1100

    Honolulu, HI 96813 (808) 589-8920

  • THIS LOCATION IS NOT BBB ACCREDITED

    7110 N Fresno St Ste 200

    Fresno, CA 93720 (559) 435-2144

  • THIS LOCATION IS NOT BBB ACCREDITED

    717 Eden Way N Ste 606

    Chesapeake, VA 23320 (757) 436-1436

  • THIS LOCATION IS NOT BBB ACCREDITED

    7201 W 129th St Ste 200

    Overland Park, KS 66213

  • THIS LOCATION IS NOT BBB ACCREDITED

    722 E Market St Ste 203

    Leesburg, VA 20176 (703) 779-7340

  • THIS LOCATION IS NOT BBB ACCREDITED

    7229 W Sahara Ave Ste 100

    Las Vegas, NV 89117 (702) 367-0541

  • THIS LOCATION IS NOT BBB ACCREDITED

    7249 Bryan Dairy Road
    Bryan Dairy Business Park

    Largo, FL 33777 (727) 768-0202

  • THIS LOCATION IS NOT BBB ACCREDITED

    730 Village Center Dr

    Colorado Springs, CO 80919 (719) 531-9777

  • THIS LOCATION IS NOT BBB ACCREDITED

    7321 Heritage Square Dr Ste 2110

    Granger, IN 46530 (574) 273-0866

  • THIS LOCATION IS NOT BBB ACCREDITED

    735 Chesterbrook Blvd

    Chesterbrook, PA 19087 (610) 993-0416

  • THIS LOCATION IS NOT BBB ACCREDITED

    7355 W 88th Ave Unit T

    Westminster, CO 80021 (303) 420-3222

  • THIS LOCATION IS NOT BBB ACCREDITED

    7401 Carmel Executive Park Dr Ste 220

    Charlotte, NC 28226 (704) 544-9789

  • 75 Sylvan St Ste B201

    Danvers, MA 01923 (978) 774-0300

  • THIS LOCATION IS NOT BBB ACCREDITED

    7508 Iron Bar Ln

    Gainesville, VA 20155

  • THIS LOCATION IS NOT BBB ACCREDITED

    7579 W 103rd Ave Bldg 3

    Westminster, CO 80021

  • THIS LOCATION IS NOT BBB ACCREDITED

    760 W Eisenhower Pkwy Ste 100

    Ann Arbor, MI 48103 (734) 222-1742

  • THIS LOCATION IS NOT BBB ACCREDITED

    764 E Winchester St Ste 100

    Salt Lake City, UT 84107 (801) 685-0515

  • THIS LOCATION IS NOT BBB ACCREDITED

    77 Salem Tpke Ste 111

    Norwich, CT 06360 (860) 889-3811

  • THIS LOCATION IS NOT BBB ACCREDITED

    771 Southbridge St

    Auburn, MA 01501 (508) 755-6050

  • THIS LOCATION IS NOT BBB ACCREDITED

    775 Spartan Blvd Ste 200

    Spartanburg, SC 29301 (864) 574-8010

  • THIS LOCATION IS NOT BBB ACCREDITED

    78 Stony Hill Road
    Store 2

    Bethel, CT 06801 (203) 791-2993

  • THIS LOCATION IS NOT BBB ACCREDITED

    785 King George Blvd

    Savannah, GA 31419 (912) 920-3967

  • THIS LOCATION IS NOT BBB ACCREDITED

    786 Enfield St

    Enfield, CT 06082 (860) 745-2518

  • THIS LOCATION IS NOT BBB ACCREDITED

    7881 W Charleston Blvd Ste 190

    Las Vegas, NV 89117 (702) 562-5005

  • THIS LOCATION IS NOT BBB ACCREDITED

    7894 Oakland Dr

    Portage, MI 49024 (269) 372-4540

  • THIS LOCATION IS NOT BBB ACCREDITED

    7901 NW 112th St

    Kansas City, MO 64153 (816) 880-5300

  • THIS LOCATION IS NOT BBB ACCREDITED

    795 Brook St

    Rocky Hill, CT 06067 (860) 571-2240

  • THIS LOCATION IS NOT BBB ACCREDITED

    795 Brook Street
    I-91 Tech Center

    Rocky Hill, CT 06067 (860) 563-2371

  • THIS LOCATION IS NOT BBB ACCREDITED

    795 Franklin Ave

    Franklin Lakes, NJ 07417 (201) 848-0580

  • THIS LOCATION IS NOT BBB ACCREDITED

    795 Woodlands Pkwy Ste 111

    Ridgeland, MS 39157 (601) 977-0814

  • THIS LOCATION IS NOT BBB ACCREDITED

    7965 N High St

    Columbus, OH 43235

  • THIS LOCATION IS NOT BBB ACCREDITED

    80 Krif Rd

    Keene, NH 03431

  • THIS LOCATION IS NOT BBB ACCREDITED

    800 Kensington Ave Ste 203

    Missoula, MT 59801

  • THIS LOCATION IS NOT BBB ACCREDITED

    800 N Rainbow Blvd # 169

    Las Vegas, NV 89107 (702) 795-1505

  • THIS LOCATION IS NOT BBB ACCREDITED

    8044 Montgomery Road,Suite 150
    Bank One Towers

    Cincinnati, OH 45236 (513) 984-2222

  • THIS LOCATION IS NOT BBB ACCREDITED

    805 S Wheatley St Ste 310

    Ridgeland, MS 39157

  • THIS LOCATION IS NOT BBB ACCREDITED

    807 Ridge Rd Ste 201

    Webster, NY 14580 (585) 787-0850

  • THIS LOCATION IS NOT BBB ACCREDITED

    810 7th Ave Fl 22

    New York, NY 10019 (212) 245-3540

  • THIS LOCATION IS NOT BBB ACCREDITED

    810 Royal Pkwy Ste 200

    Nashville, TN 37214

  • THIS LOCATION IS NOT BBB ACCREDITED

    8130 S Lewis Ave Ste C

    Tulsa, OK 74137 (918) 299-7593

  • THIS LOCATION IS NOT BBB ACCREDITED

    818 W 7th St Ste 850

    Los Angeles, CA 90017 (213) 624-1171

  • THIS LOCATION IS NOT BBB ACCREDITED

    828 Central Ave

    Dover, NH 03820 (603) 749-1045

  • THIS LOCATION IS NOT BBB ACCREDITED

    8282 S Memorial Dr

    Tulsa, OK 74133 (918) 459-8141

  • THIS LOCATION IS NOT BBB ACCREDITED

    8350 N Central Expy Ste 850

    Dallas, TX 75206 (214) 691-1016

  • THIS LOCATION IS NOT BBB ACCREDITED

    8375 Dix Ellis Trl Ste 400

    Jacksonville, FL 32256 (904) 363-0099

  • THIS LOCATION IS NOT BBB ACCREDITED

    84 Maple Ave

    Keene, NH 03431

  • THIS LOCATION IS NOT BBB ACCREDITED

    8501 La Salle Rd Ste 305

    Towson, MD 21286 (410) 821-0400

  • THIS LOCATION IS NOT BBB ACCREDITED

    8529 Southpark Cir Ste 160

    Orlando, FL 32819 (407) 245-5012

  • THIS LOCATION IS NOT BBB ACCREDITED

    871 Coronado Center Dr Ste 200

    Henderson, NV 89052

  • THIS LOCATION IS NOT BBB ACCREDITED

    8725 NW 18th Ter

    Doral, FL 33172 (305) 593-6533

  • THIS LOCATION IS NOT BBB ACCREDITED

    8845 Governors Hill Drive, Suite 205

    Cincinnati, OH 45249

  • THIS LOCATION IS NOT BBB ACCREDITED

    8848 Commons Blvd Ste 202Po Uppr Level

    Twinsburg, OH 44087 (330) 487-5793

  • 9 Riverside Rd

    Weston, MA 02493

  • 9 Riverside Road
    Riverside Office Park

    Weston, MA 02493 (781) 891-8900

  • THIS LOCATION IS NOT BBB ACCREDITED

    900 Lane Ave Ste 125

    Chula Vista, CA 91914 (619) 579-3501

  • THIS LOCATION IS NOT BBB ACCREDITED

    900 National Pkwy Ste 300

    Schaumburg, IL 60173 (847) 413-9101

  • THIS LOCATION IS NOT BBB ACCREDITED

    900 Straits Tpke

    Middlebury, CT 06762 (203) 598-7177

  • THIS LOCATION IS NOT BBB ACCREDITED

    9005 S Pecos Rd Ste 2530

    Henderson, NV 89074 (702) 736-8611

  • THIS LOCATION IS NOT BBB ACCREDITED

    903 Hanshaw Rd

    Ithaca, NY 14850 (607) 257-1925

  • THIS LOCATION IS NOT BBB ACCREDITED

    909 W Main St Ste 204 Fl 2

    Monroe, WA 98272 (360) 794-6200

  • THIS LOCATION IS NOT BBB ACCREDITED

    9130 South Dadeland Blvd., Suite 1705
    Two Datran Center

    Miami, FL 33156 (305) 670-0149

  • THIS LOCATION IS NOT BBB ACCREDITED

    92 Portsmouth Ave Ste 5

    Exeter, NH 03833 (603) 772-1027

  • THIS LOCATION IS NOT BBB ACCREDITED

    9200 Shelbyville Rd Ste 601

    Louisville, KY 40222 (502) 426-6060

  • THIS LOCATION IS NOT BBB ACCREDITED

    9200 Ward Pkwy Ste 600

    Kansas City, MO 64114 (816) 444-7634

  • THIS LOCATION IS NOT BBB ACCREDITED

    925 North Point Pkwy Ste 300

    Alpharetta, GA 30005 (770) 569-4889

  • THIS LOCATION IS NOT BBB ACCREDITED

    925 W Washington St Ste 106

    Marquette, MI 49855 (906) 228-3550

  • THIS LOCATION IS NOT BBB ACCREDITED

    9290 W Dodge Rd Ste 206

    Omaha, NE 68114 (402) 393-4041

  • THIS LOCATION IS NOT BBB ACCREDITED

    930 South 336Th Street,Suite C
    Wta Building

    Federal Way, WA 98003 (253) 927-6555

  • 930 Stillwater Ave

    Bangor, ME 04401 (207) 947-7326

  • THIS LOCATION IS NOT BBB ACCREDITED

    9381 E Stockton Blvd Ste 212

    Elk Grove, CA 95624 (916) 681-3300

  • THIS LOCATION IS NOT BBB ACCREDITED

    9390 Dynasty Dr Ste 105

    Fort Myers, FL 33905

  • THIS LOCATION IS NOT BBB ACCREDITED

    9456 Springboro Pike Suite 741
    The Exchange At Spring Valley

    Miamisburg, OH 45342 (937) 438-1966

  • THIS LOCATION IS NOT BBB ACCREDITED

    9460 S Union Sq Ste 232

    Sandy, UT 84070 (801) 553-9810

  • THIS LOCATION IS NOT BBB ACCREDITED

    9489 Interline Ave

    Baton Rouge, LA 70809 (225) 926-3264

  • THIS LOCATION IS NOT BBB ACCREDITED

    95 Glastonbury Blvd

    Glastonbury, CT 06033 (860) 659-4111

  • THIS LOCATION IS NOT BBB ACCREDITED

    950 Breckenridge Ln Ste 110

    Louisville, KY 40207

  • THIS LOCATION IS NOT BBB ACCREDITED

    950 Pier View Dr Ste A

    Idaho Falls, ID 83402 (208) 528-8023

  • THIS LOCATION IS NOT BBB ACCREDITED

    9603 White Rock Trl Ste 318

    Dallas, TX 75238 (972) 392-3315

  • THIS LOCATION IS NOT BBB ACCREDITED

    9618 Gravelly Lake Dr SW Ste 201

    Lakewood, WA 98499

  • THIS LOCATION IS NOT BBB ACCREDITED

    9623 32nd St SE Ste D105

    Lake Stevens, WA 98258

  • THIS LOCATION IS NOT BBB ACCREDITED

    974 Eagles Landing Pkwy

    Stockbridge, GA 30281 (770) 957-2557

  • THIS LOCATION IS NOT BBB ACCREDITED

    9801 Kincey Ave Ste 100

    Huntersville, NC 28078 (704) 596-4045

  • 99 Rosewood Dr Ste 110

    Danvers, MA 01923 (978) 750-1820

  • THIS LOCATION IS NOT BBB ACCREDITED

    9901 W Ih 10, Suite 570
    The Colonnade I

    San Antonio, TX 78230 (210) 697-7100

  • THIS LOCATION IS NOT BBB ACCREDITED

    9920 Pacific Heights Blvd Ste 425

    San Diego, CA 92121 (858) 558-8311

  • THIS LOCATION IS NOT BBB ACCREDITED

    999 N Loyalsock Ave Ste C

    Montoursville, PA 17754 (570) 368-1185

  • THIS LOCATION IS NOT BBB ACCREDITED

    N19W24130 Riverwood Dr Ste 200

    Waukesha, WI 53188 (262) 446-8000

  • THIS LOCATION IS NOT BBB ACCREDITED

    One Sbi,Plaza West 102

    Tallahassee, FL 32307 (850) 412-7710

  • THIS LOCATION IS NOT BBB ACCREDITED

    Penn Center West Four
    Suite 122

    Pittsburgh, PA 15276 (412) 494-3153

  • THIS LOCATION IS NOT BBB ACCREDITED

    Rt. 22, 764 Memorial Parkway,Suite 5

    Phillipsburg, NJ 08865 (908) 454-3062

  • THIS LOCATION IS NOT BBB ACCREDITED

    Village Landing,Suite 126

    Fairport, NY 14450 (585) 223-8290

  • THIS LOCATION IS NOT BBB ACCREDITED

    W177 N9886 Rivercrest Drive,Suite 101

    Germantown, WI 53022 (262) 255-3854

  • THIS LOCATION IS NOT BBB ACCREDITED

    6760 Alexander Bell Dr Ste 250

    Columbia, MD 21046 (410) 872-1291

  • THIS LOCATION IS NOT BBB ACCREDITED

    1139 Upper Front St

    Binghamton, NY 13905 (607) 724-7252

  • THIS LOCATION IS NOT BBB ACCREDITED

    133 E Fairmount Ave

    Lakewood, NY 14750 (716) 763-3686

  • THIS LOCATION IS NOT BBB ACCREDITED

    5062 Brittonfield Pkwy

    East Syracuse, NY 13057 (315) 431-6100

  • THIS LOCATION IS NOT BBB ACCREDITED

    100 Liberty Way

    Dover, NH 03820 (603) 749-2600

  • THIS LOCATION IS NOT BBB ACCREDITED

    62 Maple Ave

    Keene, NH 03431 (603) 352-3221

  • THIS LOCATION IS NOT BBB ACCREDITED

    110 Court St Ste 3B

    Cromwell, CT 06416 (860) 344-9909

  • THIS LOCATION IS NOT BBB ACCREDITED

    110 Court St Ste 3B

    Cromwell, CT 06416 (860) 344-9909

  • THIS LOCATION IS NOT BBB ACCREDITED

    35 Corporate Dr

    Trumbull, CT 06611 (203) 268-8844

  • THIS LOCATION IS NOT BBB ACCREDITED

    35 Corporate Dr

    Trumbull, CT 06611 (203) 268-8844

  • THIS LOCATION IS NOT BBB ACCREDITED

    80 Grasslands Rd

    Elmsford, NY 10523 (914) 785-0180

  • THIS LOCATION IS NOT BBB ACCREDITED

    2501 Wilmington Rd

    New Castle, PA 16105 (724) 658-3771

  • THIS LOCATION IS NOT BBB ACCREDITED

    2501 Wilmington Rd

    New Castle, PA 16105 (724) 658-3771

  • THIS LOCATION IS NOT BBB ACCREDITED

    4 N Shore Ctr

    Pittsburgh, PA 15212 (412) 321-9211

  • THIS LOCATION IS NOT BBB ACCREDITED

    4472 William Penn Hwy

    Murrysville, PA 15668 (724) 325-2535

  • THIS LOCATION IS NOT BBB ACCREDITED

    3131 Princeton Pike Ste 203

    Lawrenceville, NJ 08648 (609) 882-5001

  • THIS LOCATION IS NOT BBB ACCREDITED

    399 Campus Dr

    Somerset, NJ 08873 (732) 563-6800

  • THIS LOCATION IS NOT BBB ACCREDITED

    15 Kings Grant Dr

    Bala Cynwyd, PA 19004 (610) 664-6380

  • THIS LOCATION IS NOT BBB ACCREDITED

    114 Turnpike Road
    Westborough Executive Park

    Westborough, MA 01581 (508) 836-4195

  • THIS LOCATION IS NOT BBB ACCREDITED

    175 Dwight Rd

    Longmeadow, MA 01106 (413) 567-2000

  • THIS LOCATION IS NOT BBB ACCREDITED

    6281 Tri-Ridge Blvd

    Loveland, OH 45140 (513) 576-3200

  • THIS LOCATION IS NOT BBB ACCREDITED

    9450 Seward Rd

    Fairfield, OH 45014

  • THIS LOCATION IS NOT BBB ACCREDITED

    2863 W Shore Dr Ste 104

    Holland, MI 49424 (616) 786-3000

  • THIS LOCATION IS NOT BBB ACCREDITED

    500 N Meridian St

    Indianapolis, IN 46204

  • THIS LOCATION IS NOT BBB ACCREDITED

    3288 Eagle View Lane, Suite 190
    Eagle View Plaza

    Lexington, KY 40509 (859) 223-1313

  • THIS LOCATION IS NOT BBB ACCREDITED

    3101 Beaumont Centre Cir

    Lexington, KY 40513

  • THIS LOCATION IS NOT BBB ACCREDITED

    3425 Executive Pkwy Ste 108

    Toledo, OH 43606 (419) 578-2438

  • THIS LOCATION IS NOT BBB ACCREDITED

    175 Langley Dr Ste E3

    Lawrenceville, GA 30046

  • THIS LOCATION IS NOT BBB ACCREDITED

    2055 Sugarloaf Cir

    Duluth, GA 30097

  • THIS LOCATION IS NOT BBB ACCREDITED

    10720 Sikes Pl Ste 150

    Charlotte, NC 28277 (704) 847-8406

  • THIS LOCATION IS NOT BBB ACCREDITED

    7446 Shallowford Rd Ste 203

    Chattanooga, TN 37421 (423) 894-1237

  • THIS LOCATION IS NOT BBB ACCREDITED

    8110 Cordova Rd Ste 117

    Cordova, TN 38016 (901) 624-8227

  • THIS LOCATION IS NOT BBB ACCREDITED

    3120 Highwoods Blvd Ste 310

    Raleigh, NC 27604 (919) 872-4700

  • THIS LOCATION IS NOT BBB ACCREDITED

    3600 NW Cary Pkwy Ste 102

    Cary, NC 27513 (919) 481-9357

  • THIS LOCATION IS NOT BBB ACCREDITED

    6320 Quadrangle Dr Ste 110

    Chapel Hill, NC 27517 (919) 401-1550

  • THIS LOCATION IS NOT BBB ACCREDITED

    3228 H West Cary Street
    Carytown Square

    Richmond, VA 23221 (804) 359-5372

  • THIS LOCATION IS NOT BBB ACCREDITED

    1221 Brickell Ave Ste 1240

    Miami, FL 33131

  • THIS LOCATION IS NOT BBB ACCREDITED

    14050 NW 14th St Ste 110

    Sunrise, FL 33323 (954) 851-1050

  • THIS LOCATION IS NOT BBB ACCREDITED

    580 Village Blvd Ste 340

    West Palm Beach, FL 33409

  • THIS LOCATION IS NOT BBB ACCREDITED

    3901 Premier North Dr

    Tampa, FL 33618 (813) 264-6588

  • THIS LOCATION IS NOT BBB ACCREDITED

    27201 Bella Vista Pkwy

    Warrenville, IL 60555

  • THIS LOCATION IS NOT BBB ACCREDITED

    2000 Westwood Dr

    Wausau, WI 54401 (715) 845-5211

  • THIS LOCATION IS NOT BBB ACCREDITED

    701 Xenia Ave S Ste 400

    Minneapolis, MN 55416 (800) 719-3333

  • THIS LOCATION IS NOT BBB ACCREDITED

    4501 N Sterling Ave Ste 105

    Peoria, IL 61615 (309) 685-7625

  • THIS LOCATION IS NOT BBB ACCREDITED

    1000 Aaa Dr Ste 150

    Heathrow, FL 32746 (407) 829-6622

  • THIS LOCATION IS NOT BBB ACCREDITED

    255 Primera Blvd

    Lake Mary, FL 32746 (800) 313-1947

  • THIS LOCATION IS NOT BBB ACCREDITED

    500 Winderley Pl Ste 200

    Maitland, FL 32751

  • THIS LOCATION IS NOT BBB ACCREDITED

    3556 S Culpepper Cir Ste 1

    Springfield, MO 65804 (417) 882-4222

  • THIS LOCATION IS NOT BBB ACCREDITED

    712 Whalers Way Ste A200

    Fort Collins, CO 80525 (970) 493-8212

  • THIS LOCATION IS NOT BBB ACCREDITED

    712 Whalers Way Ste A200

    Fort Collins, CO 80525 (970) 493-8212

  • THIS LOCATION IS NOT BBB ACCREDITED

    3400 Waterview Pkwy Ste 200

    Richardson, TX 75080 (972) 231-7175

  • THIS LOCATION IS NOT BBB ACCREDITED

    105 Decker Ct Ste 500

    Irving, TX 75062 (972) 650-5446

  • THIS LOCATION IS NOT BBB ACCREDITED

    900 Castleton Rd Ste 118

    Castle Rock, CO 80109 (720) 733-1443

  • THIS LOCATION IS NOT BBB ACCREDITED

    5975 S Quebec St Ste 250

    Centennial, CO 80111

  • THIS LOCATION IS NOT BBB ACCREDITED

    5326 E Skelly Dr

    Tulsa, OK 74135

  • THIS LOCATION IS NOT BBB ACCREDITED

    429 Stone Wood Dr

    Broken Arrow, OK 74012

  • THIS LOCATION IS NOT BBB ACCREDITED

    9196 W Emerald St Ste 150

    Boise, ID 83704 (208) 323-7755

  • THIS LOCATION IS NOT BBB ACCREDITED

    98-211 Pali Momi St Ste 520

    Aiea, HI 96701 (808) 487-0628

  • THIS LOCATION IS NOT BBB ACCREDITED

    1750 Howe Ave Ste 400

    Sacramento, CA 95825 (916) 564-1792

  • THIS LOCATION IS NOT BBB ACCREDITED

    1750 Howe Ave Ste 400

    Sacramento, CA 95825 (916) 564-1792

  • THIS LOCATION IS NOT BBB ACCREDITED

    51 W University Pkwy

    Orem, UT 84058 (801) 371-8879

  • THIS LOCATION IS NOT BBB ACCREDITED

    900 3rd St NW Ste 110

    Great Falls, MT 59404 (406) 454-1408

  • THIS LOCATION IS NOT BBB ACCREDITED

    333 N Wilmot Rd Ste 220

    Tucson, AZ 85711 (520) 745-1661

  • THIS LOCATION IS NOT BBB ACCREDITED

    1 Liberty Ctr

    Portland, OR 97232 (503) 239-5800

  • THIS LOCATION IS NOT BBB ACCREDITED

    2700 Gambell St Ste 405

    Anchorage, AK 99503 (907) 561-2030

  • THIS LOCATION IS NOT BBB ACCREDITED

    2700 Gambell St Ste 405

    Anchorage, AK 99503 (907) 561-2030

  • THIS LOCATION IS NOT BBB ACCREDITED

    650 NE Holladay St

    Portland, OR 97232 (800) 275-5600

  • THIS LOCATION IS NOT BBB ACCREDITED

    650 NE Holladay St

    Portland, OR 97232 (800) 275-5600

  • THIS LOCATION IS NOT BBB ACCREDITED

    1 Liberty Ctr

    Portland, OR 97232 (503) 239-5800

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/26/2016 Problems with Product/Service
7/26/2016 Problems with Product/Service
7/25/2016 Billing/Collection Issues
7/25/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have comprehensive insurance through Liberty mutual. I had someone break into my car on 6/28. I filed the claim, **** not heard from my adjuster(******* ******: ************ ext *****) at all, and on 7/7 I find out they are not covering the claim because they cancelled my comprehensive on 6/9 without charge contacting me. Even though I called and had the comprehensive issue resolved, Liberty mutual still fails to help me. Every time I call I get transferred from one person to another and that's it and a different story every time.

Desired Settlement: I want Liberty mutual to take care of the claim, I just need my car fixed.

Business Response: Dear Mr. *****,This is in response to your July 7, 2016 correspondence to the Better Business Bureau.  I am sorry to hear of damage to your vehicle.  I understand how valuable your time is and I regret the frustration you must be feeling dealing with the inconvenience caused by this loss. I appreciate the opportunity to respond to your concerns.I forwarded your feedback regarding your claim to our claims department and the appropriate management will address your experience.  Liberty Mutual was founded on the promise of delivering expertise, showing care and compassion and making things easier for everyone who chooses to do business with us. We apologize if we failed to deliver on this promise and hope the service you receive going forward exceeds your expectations.Our claims department has been in contact with you on several occasions to discuss your claim, and spoke with you again yesterday.  They will make the final determination if coverage will be afforded for this loss once their investigation is complete. Mr. *****, we appreciate you as a valued customer.  If you have any other questions or feedback to share, please do not hesitate to contact me. I will be more than happy to assist you.Sincerely,******** * ****** Associate Customer Care SpecialistCustomer Care UnitPhone: ************  Fax: ************

7/24/2016 Advertising/Sales Issues | Complaint Details Unavailable
7/22/2016 Problems with Product/Service
7/22/2016 Billing/Collection Issues
7/22/2016 Billing/Collection Issues
7/22/2016 Problems with Product/Service
7/21/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I havent heard back from this companies investigation unit in over two weeks. I have provided everything they need as far as police records, personal phone records and location of purchase but still no answer

Desired Settlement: Resolve the issue at hand

Consumer Response:  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 by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ****** ******

7/19/2016 Problems with Product/Service
7/19/2016 Problems with Product/Service | Complaint Details Unavailable
7/18/2016 Guarantee/Warranty Issues
7/18/2016 Problems with Product/Service
7/17/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I filed a claim on 30 January regarding the destruction of my sister's hearing aids by my dog. I have had numerous conversations with Ms ******, have sent claim documents / supporting photos no less than three times and my sister also forwarded the info on to her after providing her statement. She has verbally approved the claim after receiving all statements and documentation; however, claims to be too busy to follow up with payment. I reached out again last Monday, June 20 via email and she claims that she is backlogged but should get to it by the end of the week. The claim is showing CLOSED in their system/online portal but payment has not yet been made. All receipts, documentation and supporting information has had to be sent to her on multiple occasions. She does not return calls nor does she respond to email in a timely fashion (4-10 days isn't timely at this point) I have reached out via the website to ask that a supervisor call me and have never received a response. I've emailed via the website for action as well and nothing. This has gone on far too long and needs to be resolved.

Desired Settlement: Full payment of the claim within 48 hours

Business Response:

7/16/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was a victim of a car accident. The insurer was insured by their company. When I called to discuss the claim the agent (*****) was very rude and could not answer some of my questions so I asked to speak with her supervisor. ***** then told me that her supervisor was not available but she would leave a message for her to contact me by the end of the day. She did give me her supervisor name (******** ******). I never received a call from the supervisor at all. Liberty Mutual has horrible customer service, and are not reliable. I wouldn't recommend anyone to use this insurance company.

Desired Settlement: I wanted the company to hold to their promise and contact me when they say they will. I want the company to quit dragging their feet and handle my claim.

Business Response: n/a

7/14/2016 Problems with Product/Service
7/14/2016 Problems with Product/Service
7/12/2016 Problems with Product/Service
7/12/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had called them to get a quote about house insurance never said I wanted it. They sent a man out to inspect house I receive a letter saying they could not insure me due to roof damage. I have received a bill for $618 which I have tried to tell them I will not pay for something I did not want and never said I did. so please help me as now it is on my credit record

Desired Settlement: to get them to take this off my record and do not say I owe them money when I don't

Business Response: Dear Ms. ******,   This is in response to your June 17, 2016 correspondence to the Better Business Bureau regarding your homeowner policy.  I appreciate the opportunity to respond.   Your correspondence indicates you never intended to implement this policy and only wanted a quote.  However, our records reflect we initiated this policy May 9, 2015 at your request as confirmed by the application electronically signed by you on May 9, 2015.   As part of our new business process, we may order an inspection to verify that the condition of the home meets our underwriting guidelines.  An inspection was ordered on your home as part of this process. As outlined by the June 11, 2015 letter issued to you, the inspection identified repairs needed to be completed in order for us to continue your insurance coverage.    Since we did not receive documentation from you confirming the repairs had been completed, this policy cancelled effective August 20, 2015 as your home did not meet our underwriting guidelines for continuation of insurance.  At that time the policy had been in effect for a little over three months and a balance of $618 remained for coverage afforded through the cancellation date.   Liberty Mutual uses a third party vendor, ****** ********** ******** (******) to secure past due premium owed for cancelled policies.  Policyholders are referred to ****** when their policy has cancelled and the final bill remains unpaid.  Since this balance remained unpaid, it was referred to collections on September 29, 2015.   If you obtained alternate coverage prior to August 20, 2015, please submit a copy of your new carrier’s Declarations page by fax to ************ or by email attachment to *****************************  Upon receipt, I will be happy to review amending the cancellation date of the policy to reflect the date alternate coverage was secured.  ****** will be notified in any change to the balance remaining if any adjustments are made.    As long as the balance owed is paid or resolved with us directly or with ****** on our behalf, your credit will not be affected.   Ms. ******, if you have further questions or concerns, please also feel free to contact me directly.  I will be happy to assist you.   Sincerely,   ***** * **** Associate Customer Care Specialist Customer Care Unit Tele: ************** Fax: **************

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 # ********. Please add your rejection comments below.  Regards, ***** ******  

Business Response: While we understand that the consumer disagrees with our position on this matter, they have not provided any additional/new information in their rebuttal.  At this time our position remains the same and we would ask that you close this file. Should the consumer submit new information regarding this dispute, we will be happy to review and respond. Thank You,********* *****

7/12/2016 Problems with Product/Service
7/11/2016 Problems with Product/Service | Complaint Details Unavailable
7/11/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
7/10/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was a customer of Liberty Mutual for about 12 years but, due to so many rate increases, I decided to switch to another insurance company for my home owners and car insurance. I paid the monthly March bill of $177.17 on March 2, 2016 for the car insurance. Then on March 26, 2016, I called to cancel the car insurance and home owners insurance effective immediately. The woman on the phone said I would receive a refund for my home owners insurance and it would be sent in a few weeks. (I received that refund.) She also said I would receive a refund of about $115 for the car insurance and should receive that in a few weeks. I never received that check. About a month later, I called Liberty Mutual to ask about the refund and they say I owed them $119.30. The man said that when I paid for my insurance each month, I was actually paying for the previous month, not the future month of coverage so I owed the additional amount. This doesn’t make sense. Then I received a bill from a collection agency for the $119.30. I called them about the misunderstanding and they said I owed the money because of some discounts I received and by canceling early, I lost those discounts. This is strange since it didn’t happen with the home owner’s insurance refund. I called Liberty Mutual general number (************) and spoke with ******* on June 1, 2016. I asked about the insurance and payment process for a car insurance policy. I asked if the amount I pay is for the future month or the previous month. He said the amount I pay when I start the plan pays for the future month and then continues on from there. While the $119 or $115 are small amounts of money, I feel the insurance company is taking advantage of me. I paid my insurance on time for 12 years and now they want to do this. Is there anything you can do to help me?

Desired Settlement: Refund of $115 and correction to my credit report for sending it to the *********** *******

Business Response: Dear Ms. *******,   This is in response to your correspondence received through the Better Business Bureau on June 20, 2016 regarding your automobile policy.  I am truly sorry we have lost you as a customer and appreciate the opportunity to respond.  Please accept my apology for any miscommunication that occurred concerning the amount due after cancellation.   This policy initiated May 5, 2004 and subsequently renewed each year, most recently May 5, 2015 with an annual premium of $2,126.   You had selected our Electronic Funds Transfer (EFT) option as your preferred payment method, which you kept in place throughout the life of the policy. There are twelve EFT payments (one per month) for each policy term. You elected to make payments on the 30th of each month. If the 30th falls on a weekend or holiday, the payment is processed the following business day.  Your payments were scheduled in the amount of $177.17 ($2,126 divided by twelve, with the final payment reduced by a few cents) to pay the annual premium in full with the first payment scheduled June 1, 2015.   Based on your May 5, 2015 renewal date, we received ten payments of $177.17 ($1,771.70).  However, you elected to cancel this policy on March 25, 2016, twenty-one days later than the ten month period.  Since you only made ten monthly payments, this means you still owe $119.30 on the policy for the additional twenty-one days, which includes a $4 bill fee. (Note that we calculate the premium based on each day your policy was in effect, some months are longer than others and there is rounding involved to arrive at the final calculation.)   Liberty Mutual uses a third party vendor, ****** ********** Services (******) to secure past due premium owed for cancelled policies.  Policyholders are referred to ****** when their policy has cancelled and the final bill remains unpaid.  Since this balance remained unpaid, it was referred to collections on September 29, 2015.  For your reference, I am enclosing a copy of the billing history for your review. This $119.30 balance remains due.   As long as the balance owed is paid or resolved with us directly or with ****** on our behalf, your credit will not be affected.   Regarding your homeowner policy, this policy was paid in full on May 20, 2015; therefore, there was a refund of all unearned premium. Ms. *******, thank you for contacting us with your billing questions. Again, I am truly sorry that we have lost you as a customer, but I hope that I able to provide the clarity you were looking for. If you have any further questions or feedback to share, please do not hesitate to reach out to me directly at any time. I will be more than happy to assist you. Sincerely,   ***** * **** Associate Customer Care Specialist Customer Care Unit Personal Insurance Distributions Operations Tele: ************** Fax: **************  Enclosure

7/10/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been on health disability. and via my ex employer been insured by Liberty Mutual. They have dragged the process and denied payment since I am no longer with company(due to my disability).

Desired Settlement: I was insured and quliafied to get short term disability. They need to pay up.

Business Response: Your claim was denied as we did not receive proof (medical records) of disability. We received your appeal request and medical records on June 1, 2016. We referred your file for a clinical records review with a nurse case manager. Your case manager will contact you within 24 hours to advise you of the status of your claim.

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 # ********. Please add your rejection comments below.  I have provided all supporting Doc. from my physician staff. I am not working for the previous employer,   and therefore the treatment I get. Regards, **** ****  

Business Response: "Disability" or "Disabled" means you, as a result of Injury or Sickness, are unable to perform the Material and Substantial Duties of your Own Job.   Your STD claim was denied on the basis that our review did not support that your condition was of a degree and severity to support disability as defined above. Our review included a review of the medical records by a nurse case manager The June 28, 2016 denial letter explains the basis for this determination.  In the June 28, 2016 denial letter, we fully advised you of your ERISA right to request a review of the denial determination and to submit any additional information in support of your claim. You may submit an appeal as outlined in our letter dated June 28, 2016. Any questions you have regarding your claim may be directed to ******** **** or her manager, *********** ******** at *************

7/10/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I filed a claim with my insurance company. Liberty mutual are trying not to pay my claim. I've sent police report, receipts, manuals. Every time I provide information, more is requested. No one will return my phone calls. My policy is paid and full for the year. I do have coverage. I never seen this before, an insurance company as big as Liberty Mutual not trying to pay

Desired Settlement: I would like for my claim to be settled and within a timely matter. I would like to be treated with dignity and respect.

Business Response: .

7/10/2016 Problems with Product/Service | Complaint Details Unavailable
7/10/2016 Problems with Product/Service | Complaint Details Unavailable
7/10/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had canceled my **** ********* ****** through Liberty Mutual, my policy # was ***************** * *, it was suppose to be canceled with a $0 balance, today I received a collection letter that they are now trying to collect after I was told it would be canceled with a $0 balance and I would receive no more bills

Desired Settlement: I want the balance of the account fixed and I want the collections to stop, I want written proof from Liberty Mutual that this has been done

Business Response: Dear Ms. ******, This is in response to your correspondence received through the Better Business Bureau on June 21, 2016 regarding your automobile policy.  I attempted to contact you by telephone and email and I appreciate the opportunity to respond. This policy initiated online February 19, 2016 with an effective date of February 20, 2016.  The application was signed February 19, 2016.  Our records indicate you printed documentation February 26, 2016 and emailed us a request to ********************************* in order to have Identification Cards emailed to you on March 20, 2016. This policy cancelled effective April 28, 2016 for non-payment of premium following unpaid bills issued February 22, 2016 and March 21, 2016 and an unpaid cancellation notice issued April 13, 2016 due prior to April 28, 2016.  After cancellation, a final $659.90 bill issued to you on May 4, 2016 due May 24, 2016.   Liberty Mutual uses a third party vendor, ****** ********** ******** ******** to secure past due premium owed for cancelled policies.  Policyholders are referred to *****. when their policy has cancelled and the final bill remains unpaid.  Since this balance remained unpaid, it was referred to collections on June 13, 2016.   You indicated that you had requested your policy be cancelled. I regret we have no record of receiving a request to cancel this policy prior to this correspondence.  I attempted to contact you by telephone but was unsuccessful.  In addition, I emailed you June 23, 2016 requesting the effective date you wished to cancel this policy, but did not receive a response that included a date. Once I receive information regarding the date your new policy started, I will be happy to amend the cancellation of our policy to reflect the effective date of your new policy and the balance due would be adjusted accordingly.  You may contact me directly at ************ between the hours of 11:30 a.m. and 7:00 p.m. Monday through Friday or by email at *****************************   Ms. ******, thank you again for reaching out with your request.  If you have further questions or concerns, please contact me directly.  I will be happy to assist you. Sincerely, ***** * ****Associate Customer Care SpecialistCustomer Care UnitPersonal Insurance Distributions OperationsTele: **************Fax: **************

7/9/2016 Problems with Product/Service
7/8/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I let these people I moved with my new address, did not hear anything from them, now they are trying to pile up a bill and not sending me any paper work to my new address.

Desired Settlement: Get your business in order, and pay some of your 16 billion bill. And this is your notice IF I DO NOT RECEIVE ANY PAPER WORK AT MY NEW ADDRESS WHICH I GAVE TO YOU AND THAT'S IN THIS COMPLAINT, I WILL CONSIDERED THAT THIS MATTER, BILL, PAPER WORK OR ANY COMMUTATION FINISHED, ENDED PERIOD. THAT MEANS NO MORE COMMUNICATION (ANY COMMUNICATION) NO BILLS (VOID).

Business Response: Dear Mr. ********,   This is in response to your correspondence received through the Better Business Bureau on June 17, 2016 regarding your tenant policy.  Please accept my apology for any miscommunication regarding your mailing address. I appreciate the opportunity to respond.  My attempt to contact you by telephone was unsuccessful.    I added the PO Box address you provided in your correspondence as your preferred mailing and billing address.    While researching your concerns, I noticed we received a request from you on March 17, 2016 to cancel this policy.   Our records reflect we responded by email to contact us by telephone so we may process your request.    If a customer has moved and no longer needs insurance for their personal property at their prior residence, we will typically update the mailing address while processing the cancellation to ensure you receive any final bill or refund at your new location.  However, policy records do not reflect we received further contact from you regarding your intentions.   If you have permanently relocated to the state of Georgia a new policy must be written if you are interested in continuation of coverage.   Please contact me directly at ************ between the hours of 12:00 p.m. and 7:30 p.m. Eastern time (9:00 a.m. and 4:30 pm Pacific) to discuss your options further.  Alternatively, you may contact our customer service department at ************, this team works extended hours seven days a week.   Mr. ********, you are a valued customer. If you have further questions or concerns, please also feel free to contact me directly.  I will be happy to assist you.   Sincerely,   ***** * **** Associate Customer Care Specialist Customer Care Unit Personal Insurance Distributions Operations Tele: ************** Fax: **************

7/6/2016 Problems with Product/Service
7/6/2016 Problems with Product/Service
7/5/2016 Delivery Issues | Complaint Details Unavailable
7/5/2016 Problems with Product/Service
7/5/2016 Problems with Product/Service
7/4/2016 Problems with Product/Service | Complaint Details Unavailable
7/4/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was in a fender bender more than a month ago. Liberty Mutuals client admitted responsibility and my insurance company declared her at fault. Liberty mutual is still determining fault more than a month later while I'm driving around in a damaged vehicle. There is no date when this will be completed so I'm at their mercy and timeline to get my car fixed.

Desired Settlement: I'd like my car fixed! And soon....l

7/4/2016 Problems with Product/Service | Complaint Details Unavailable
7/4/2016 Problems with Product/Service | Complaint Details Unavailable
7/4/2016 Problems with Product/Service | Complaint Details Unavailable
7/4/2016 Problems with Product/Service | Complaint Details Unavailable
7/2/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: American States Insurance Company d/b/a ****** Insurance has been charging me for stacked coverage since 2013. I am the owner of one vehicle as of February 2013 and the stacked coverage should have been taken off the policy as of that date. I received a letter that it would be taken off the policy effective May 23, 2016. This is incorrect my agent and ****** should have caught this error in 2013. I respectfully request a refund of cost for the stacked coverage to date back to 2013. When I purchase a second vehicle I will decide to change to stacked coverage at that time.

Desired Settlement: I respectfully request a refund for the costs of stacked coverage dated back to 2013.

Business Response: Re: Complaint #: ******** ******** ****** ********* ******** **********         To Whom It May Concern:   Thank you for sending your inquiry regarding the above customer complaint.   Our records show the automobile policy was issued with two vehicles effective September 21, 2012.  On March 5, 2013, the insured requested the second vehicle be deleted and we processed the change as requested.  Upon review, we agree to amend the ** and *** coverages to non-stacked limits per the 2013 endorsement and offer a refund. The refund will be mailed to the insured shortly.  If the customer needs any further information, please contact our customer service team at *************** Thank you for your time in this matter. Sincerely, **** ****** Senior Compliance Analyst  

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 # ********. Please add your rejection comments below.   The business has not determine what the reimbursement will be from 2013 to the present. Regards, ********* ******  

Business Response: Re:Complaint #: ******** ********* ****** ********* ******** **** **********         To Whom It May Concern:  This is in response to the June 15, 2016, Better Business Bureau Complaint from Ms. ********* ******.  Due to the sensitivity and confidentiality of the response materials, we are sending Ms. ****** a separate response that we believe will address her concerns regarding the forthcoming refund.  Thank you for the opportunity to address this concern.  Sincerely, **** ****** Senior Compliance Analyst  

7/2/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am having a hard time getting a claim processed from an auto accident. The accident happened on may 13, 2016. I can never get the claim representative on the phone. This has been dragging on and I have been without the use of my vehicle for over a month now. This is out rageous to wait this long for a claim.

Desired Settlement: Get this claim processed and get my car fixed and reimbursement for the downtime of my car being out of service.

Business Response: .

7/1/2016 Problems with Product/Service
7/1/2016 Problems with Product/Service | Complaint Details Unavailable
6/28/2016 Problems with Product/Service
6/28/2016 Problems with Product/Service
6/27/2016 Problems with Product/Service | Complaint Details Unavailable
6/27/2016 Problems with Product/Service | Complaint Details Unavailable
6/27/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Liberty mutual claims department has no policy in their agreement with items recently taken from me. And they cannot explain specifics in their policy. Management refuses to call or email me back

Desired Settlement: Cover what was taken from my home.

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 # ********. Please add your rejection comments below.  Regards, ****** ****** I have stated over and over again. I do not have a Bank Account Period!!!I have been a Sole Proprietor for the last 6 years and most forms of my work or service comes in  the form of Cash.I have stated this and it has been documented (recorded) to my claims adjuster and the investigator.Show me where 100% of the people living and working in America have a Bank Account?? Liberty Mutual is basically using stall tatics and I would never ever or even recommend anyone to use Liberty Mutual's insurance.  

6/27/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had applied for information about an insurance policy online with Liberty Mutual. At the time, the website said that I did not qualify with a program from Liberty Mutual. I was surprised when shortly after I received a call with no voicemail left from them later that day. I called to inform them that I was no longer interested and to take my name off their list. They said that they would remove my name. However, the next day I received another three calls from them. I called them back to ask that they needed to put me on their do not call list.. They said that they would. The following day I received three more calls and proceeded to do the same. One day later, I am still receiving calls and wanted to report the issue so they might actually address it. I have called three times to have my name removed from the call list, and am still receiving calls.

Desired Settlement: Please take my name off your call list. As stated three times, I am not interested in a policy from you anymore.

Business Response: Dear Ms. ******, This is in response to your June 10, 2016 correspondence to the Better Business Bureau.  I appreciate the opportunity to respond. Our sales representatives may follow up with prospective customers after an online quote is initiated to see if they may assist further with completing the quotes.   However, after receiving your correspondence, I added you to our do not contact list to prevent further telephone calls.  We regret any inconvenience this matter has caused.Ms. ******, I appreciate you thinking of us for your insurance needs and wish you the best in your future endeavors.Sincerely,******** * ****** Associate Customer Care SpecialistCustomer Care UnitPhone: ************  Fax: ************

6/26/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: All insurance policies cancelled on 3/28/16 via letter to Agent ***** ******* office and on Liberty Mutual website. Renewal date for policies was 4/17/16. Received a notice of non payment around 5/11/16. I called ***** ******* office and Liberty Mutual around 5/12/16 about my letter of cancellation and Mr. ******* office indicated they had not received the letter. I spoke with a Liberty Mutual employee, Dana, on 5/16/16 at 4:40pm and they said they would resolve the problem. I received another non payment letter around 5/22/16 and called ***** ******* office on 5/23/16 @11:00am about the continued letters I was getting from Liberty Mutual for nonpayment. Mr. ******* office employee said they would handle the problem. I received another letter on 6/13/16 indicating $20 was still due which reflects the premium for coverage provided up to the cancellation date of 4/17/16. My policies were paid in full on a yearly basis with a renewal date of 4/17/16, so how can money be due on a cancellation date of 4/17/16. ABSURD. The current letter indicates the matter will be turned over to a collection agency on 6/25/16.

Desired Settlement: Liberty Mutual needs to send me written correspondence correcting their billing and indicate this will not be sent to a collection agency for a problem they have been unable to resolve after multiple attempts by me to correct this matter early in the process. An apology would not hurt either.

Business Response: Dear Mr. *****, This is in response to your June 15, 2016 correspondence to the Better Business Bureau.  I am truly sorry we have lost you as a customer but am happy to respond in the hope of providing you with the clarity you are looking for.Please accept my apology for your unfavorable service experience.  I regret any misunderstanding regarding your intent to cancel these policies.  I have provided feedback to the appropriate management to ensure your service experience is reviewed and addressed.  First, I would like to provide a little background. Renewal packets for both your automobile and homeowner policies issued to you March 15, 2016, over one month prior to the renewal date.  Your policies renewed, as scheduled, on April 17, 2016.  Your automobile policy renewed with an annual premium of $951 and the homeowner policy with an annual premium of $1,626. Although you typically paid your premium annually, this policy was scheduled for our monthly billing payment method which includes a $5 billing fee.  Consecutive bills issued to you March 17, 2016 and April 18, 2016 remained unpaid and a $5 billing fee was applicable to each bill issued.  Therefore, cancellation notices issued to you on May 11, 2016 advising a minimum payment of $182.91 for the automobile and $343.28 for the homeowner policies was required prior to May 26, 2016 to avoid cancellation.   When no payment was remitted, both policies cancelled retroactive to the April 17, 2016 renewal date since the renewal term was considered not accepted.  After the cancellation, the balance due was adjusted to $10 for both the automobile and homeowner policies which reflected the balance due for billing fees. Upon receiving your correspondence, we waived the $20 in bill fees ($10 for each policy) applied to the policy and your balance due adjusted to zero. As we discussed when we spoke on June 17, 2016, this has not been reported to a collection agency; therefore, there will be no adverse credit reporting as a result of the balance due.  Mr. *****, again, we are truly sorry to have lost you as a customer.  I hope that I have answered all of your questions today.  If you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely,******** * ****** Associate Customer Care SpecialistCustomer Care UnitPhone: ************  Fax: ***********

Consumer Response: 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 by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ***** *****

6/26/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have home owner's insurance with Liberty Mutual for several years. Liberty Mutual has been hiking premium abnormally every year. Liberty Mutual arbitrarily changed roof coverage from replacement value to Actual Cost Value during 2014 which went unnoticed. During later part of 2015 Liberty Mutual approved Roof replacement due to storm damages. Liberty Mutual took out huge amount as depreciation and making me responsible to pay a more than 1/3rd of roof replacement cost. This is very unfair on part of Liberty Mutual. Please note that this is the first claim I have ever made since I bought the house.

Desired Settlement: I would appreciate Liberty Mutual to cover for reasonable roof replacement costs or get the roof replacement completed with one of the approved vendors. I am ready to pay deductible and if any reasonable charges.

6/25/2016 Problems with Product/Service
6/24/2016 Problems with Product/Service | Complaint Details Unavailable
6/21/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This submission pertains to a car accident that resulted in the totaling of my car, and 6 months of endless headaches due to the complete disrespect, and unprofessionalism displayed by Liberty Mutual claims adjuster ******* ***** (**************). She has showcased her complete lack of care & an unparalleled level of laziness after completely ignoring numerous calls & messages by my ******* adjuster, my ******* agent, and myself. We have been reaching out for months to no avail. She has not even responded with so much as a single email, callback, or text message acknowledging this issue. She works for Liberty Mutual Insurance which is the insurance provider of the *** driver who side swiped my girlfriend when she was driving my car on December 4, 2015 (It has not been 6 months post-accident). The driver got ticketed, and the police officer put that the accident was 100% the fault of said *** driver as he chose to make an illegal lane change that resulted in the utter destruction of he front half of my car rendering it completely unfixable. I cannot believe the utter disrespect, unethical treatment, and unprofessionalism put forth by ******* ***** (**************). For her not to respond to any of the 3 different people, all of which reached out multiple times, is inexcusable and speaks loudly as to how Liberty Mutual handles issues. Beyond that I feel as though her manager should share some of this blame as she has obviously been able to disregard issues laid on her lap. I feel as though this points to a lack of managerial control over issues such as this and the adjusters who are tasked with handling them.

Desired Settlement: Being that the driver at fault is being represented by Liberty Mutual Insurance Group I would like the insurance company to have my deductible covered, my lost wages while trying to get a rental car paid out, the numerous restorative massages my girlfriend had to pay for trying to manage the pain from the accident taken care of, and the cost of the rental car I needed to have while trying to get this issue handled also covered. This nightmare of a situation should have been signed, sealed, and closed in 1 month or less, but here we stand 6 months after the fact waiting for ******* ***** & Liberty Mutual to take action and hold up their end of the bargain by taking care of the losses i have sustained at the hands of their driver and the ineffectiveness they have displayed thus far.

Business Response:   Please let this correspondence serve as acknowledgement of your letter dated June 6, 2016, and to also serve as a formal response to your request.   The majority of the complainant’s dissatisfaction is with ******* ***** who Mr. ****** states is a Liberty Mutual employee. In fact, Ms. ***** is not an employee of Liberty Mutual and is employed with ******** *****.  As such, Liberty Mutual cannot answer any allegations against Ms. *****. Liberty Mutual is the automobile insurance carrier for ****** ****** ******* and is handling the claim presented by Mr. ******. Below is a timeline for your review:   The loss occurred on 12/4/15 and is reported to liberty Mutual on 12/5/15. Messages are left with the complainant on 12/7, 12/8, 12/15. 12/22/15 the claimant leave a voice mail for the liberty Mutual adjuster ****** ******. 12/22/15 at approximately 3:30 PM ****** speaks with Ms. ****** and advises that liability had not yet been determined. 01/12/2016 ****** exchanges e-mails with the claimant advising that the liability determination is pending further investigation. 01/21/2016, Mr. ****** advises that he is making a claim through his insurance carrier.   The state of AZ, is a pure comparative negligence state.  Liberty Mutual has determined liability of 70% against their insured, ***. To date, Liberty Mutual is not in receipt of subrogation papers from Mr. ******’s carrier. Once received, settlement negotiations will begin.   Mr. ******’s complaint is also Liberty Mutual’s first notice of any injury. The complainant’s girlfriend will be contacted shortly concerning the alleged injury.  

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 # ********. Please add your rejection comments below.  I would very much like to resolve this issue but as it stands Liberty Mutual has not agreed to reimburse me for any of my out of pocket costs despite the fact that their driver was at fault. They have not asked how much I spent on this matter or even given me a call or direct email trying to agree to a fair monetary agreement regarding the damages caused by their driver. I would like someone to reach out to me directly & I would like to be paid back for the losses I have sustained regarding this case.I would like whomever is handling this matter to call or email me so we can get this taken care of quickly, efficiently, and fairly. I do not feel as though I am asking anything unfair or out of line as their driver was at fault, 100% at fault according to the police officer on the scene, and 70% at fault according to them - WHICH SEEMS ODD THAT THEY ARE CLAIMING ONLY 70% OF THE FAULT BEING THAT THEIR DRIVER MADE AN ILLEGAL LANE CHANGE IN A ***** SIZED DELIVERY TRUCK. WHEN SOMEONE IS INCA 7500 LB DEATH MACHINE THEY SHOULD BE 100x AS CAREFUL AS ALL OF THR OTHER DRIVERS IN THE ROAD. My car was absolutely managed from top to bottom where he smashed into it. Again, please call me or email me directly so we can handle this issue and finally put it to bed after almost 7 months. Regards, ***** *********** *** * ************************    

6/21/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hi, I had a Liberty Mutual Insurance that I don't use any more because a switch my insurance to another insurance carrier. Now Liberty Mutual Insurance is charging me $12.00 for cancellation fees.

Desired Settlement: Remove cancellation fees.

Business Response: Dear Mr. *****, This is in response to your June 7, 2016 correspondence to the Better Business Bureau.  I am truly sorry we have lost you as a customer but am happy to respond in the hope of providing you with the clarity you are looking for.First, I would like to provide a little background. Your renewal packet issued to you on March 8, 2016, over one month prior to the renewal date.  We were not advised you did not intend to renew.  Your condominium policy therefore renewed, as scheduled, on April 9, 2016 with an annual premium of $425. You previously selected monthly billing and this billing method continued for the renewal term.  We billed you for consecutive months and a $6 billing fee was applicable to each bill issued.  No payment was received.  Therefore, a cancellation notice issued to you on May 4, 2016 advising a minimum payment of $92.54 was required prior to May 24, 2016 to avoid cancellation.   When no payment was remitted, this policy cancelled retroactive to the April 9, 2016 renewal date since the renewal term was considered not accepted.  After the cancellation, the balance due was adjusted to $12 which reflecting only billing fees.  There was no cancellation fee as you referenced.Upon receiving your correspondence, we waived the $12 in bill fees applied to the policy and your balance due adjusted to zero.Mr. *****, again, we are truly sorry to have lost you as a customer.  I hope that I have answered all of your questions today.  If you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely,******** * ****** Associate Customer Care SpecialistCustomer Care UnitPhone: ************  Fax: ***********

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy my issues and/or concerns in reference to complaint #********. I paid a full year with a single payment for the last year billing period.I never selected monthly billing and for that reason I switch to other insurance provider at the end of the year period. Thank you for waived the $12 in bill fees applied to the policy and I will close this complaint soon.Sincerely**** *****   

6/21/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: denied insurance claim.

Desired Settlement: pay my claim.

Business Response: I have been unable to locate a policy or claim with the information provided.  Please provide a claim or policy number or any additional information.Thank You,********* *****

6/19/2016 Problems with Product/Service | Complaint Details Unavailable
6/19/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Illegal business practice. Hi - I had insurance through Liberty Mutual for 15 years. I never made a single claim. The average yearly rate for my location is $1200 annualy. In 2007, we were paying Liberty Mutual $1506 a year. This was on the high side, however the rate was not criminal. Starting in 2011, Liberty Mutual for whatever reason decided to start adding extreme overcharges to my policy. Not sure if they did this to others, but they definitely raised my costs. Here is a breakdown of the charge updates applied by Liberty Mutual, again to a 15 year member with Zero Claims, living in an area with a going rate of $1200. 2010 - $1913 2011 - $1982 2012 - $2382 2013 - $2915 2014 - $3007 2015 - $4008 - Almost 400% the average rate for my area. I called Liberty mutual once I discovered our rate was raised and realized they were basically stealing money from me. My thought was this must be a computer mistake. I was told on the phone by a Liberty Mutual representative that they would drop my rate to $1200 starting immediately. I was furious, I asked for my money back, how could they overcharge in the manner they did. I was told sorry, but we do appreciate your business. I have since cancelled my policy with Liberty Mutual but I want them to pay me back for the gross overcharges they applied to my account.

Desired Settlement: By my estimation, they stole over $5000 from me via their illegal process of raising fees 400% above the going rate. Please help me stand up to a large company that is obviously taking advantage of folks. I am also filing consumer complaints against Liberty Mutual with other organizations. I want my money back. I want them to send me a check and admit that either their system malfunctioned or they purposely tried to grossly overcharge a customer with a 15 year history of Zero claims.

Business Response: Dear Mr. *******, This is in response to your correspondence received through the Better Business Bureau on May 19, 2016 regarding your homeowner policy.  I am truly sorry we have lost you as a customer and appreciate the opportunity to respond to your concerns. At Liberty Mutual, we always strive to give our customers the best price possible—but sometimes factors like increasing costs of repairs, medical expenses, and extreme weather call for a review of our prices.  With that said, customers are advised they may request a re-evaluation of their policy each year if they choose. This information was included with your renewal packet every year since 2011. Current customers are not automatically required to have their policies re-evaluated each year, since there is a possibility they could end up paying a higher premium as a result.  Please note that a re-evaluation of your policy requires your approval, as it entails obtaining a new insurance score for a complete view of your most current information. At your request, we re-evaluated your policy after you contacted us about your price.  The re-evaluation resulted in a lower price and we offered to cancel your existing policy and implement a new policy for you effective May 14, 2016.  However, I regret you elected to discontinue your insurance with us. Since the re-evaluation was based on your most current information, the price quoted does not apply to your previous policy terms. For this reason, we are unable to backdate any changes. Mr. *******, I thank you again for reaching out with your questions and comments about your new policy price. I hope that I have answered all of your questions today. If not, please feel free to contact me directly at ***** ******** or by email at **************************** and I will be more than happy to assist you. Sincerely, ***** * ****Associate Customer Care SpecialistCustomer Care UnitPersonal Insurance Distributions Operations

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 # ********. Please add your rejection comments below.  [Hi - I appreciate the response.  However, after 15 years of loyalty to Liberty Mutual, I feel I deserve a better response than it was my responsibility to make sure I was not overcharged.  It is true that the inflated charge slipped past our household without being caught until this year, however that does not excuse companies from taking advantage of folks.  I have family, friends and neighbors all within the same area where I live, it did not take me long to get numbers for their past 5 years of home insurance for comparison.  Per my internet research, the rate increases Liberty Mutual applied to my account were not consistent with increases taking place in Michigan.  Here are the rate increases broken down again:  20% - 201228% - 20133%  - 201433% - 2015Looking at the rates above, I am convinced that a clerical or electronic mistake occurred.  I am asking for an explanation and a correction.]  Regards, ***** *******  

Business Response: Dear Mr. *******, This is in response to your additional correspondence to the Better Business Bureau regarding your homeowner policy.  I regret to hear of your continued concern and appreciate the opportunity to respond. I wish that my previous response could have been more favorable; however, there was no rating error on your prior homeowner policy.  The reduction in the rate following the renewal was entirely due to the rating factors we reviewed during the re-evaluation and which I indicated in my previous response. There is no correction warranted or additional refund due. Mr. *******, we are sorry to have lost you as a customer.  If you have further questions or concerns, please contact me directly.  I will be happy to assist you. Sincerely, ***** * ****Associate Customer Care SpecialistCustomer Care UnitPersonal Insurance Distributions Operations

6/19/2016 Problems with Product/Service
6/19/2016 Billing/Collection Issues
6/18/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Filed a complaint regarding Liberty Mutual Insurance company. The company raised my premium over one hundred dollars after not approving a claim. Although based on their reasons, they were not questioned by the BBB mediator assigned why they I was approved for coverage 3 years ago, if they believe my home had defects as stated. I am filing to persue any possibility of my complaint to be assigned to a mediator that will be more affective in assisting me. The previous person did nothing to help resolve my complaint.

Desired Settlement: To have the company actually answer questions, rather than settle for obscure rhetoric that the business offers in order to avoid the main issues of the complaint.

Business Response: Dear Ms. *********, This is in response to your additional correspondence to the Better Business Bureau regarding your homeowner policy. I regret you continue to have concerns and I appreciate the opportunity to further respond. As I mentioned on my previous response, the November 13, 2015 claim had no impact on your renewal premium increase. You indicated concern that your claim was not covered.  At the policy inception, we issued a new business packet to you on January 21, 2014 which included the policy provisions outlining the coverage afforded under this policy. Liberty Mutual Insurance’s policy contract with our policyholders obligates us to investigate and pay all covered losses under the policy. While we agreed to bind this policy, the provisions, limitations and exclusions of your insurance policy including your policy Declarations, determines whether or not a claim is covered.  Our claims department may be unable to anticipate at the initial reporting of a loss if there will be any payment issued until an investigation is completed. An onsite inspection of your home after the loss was reported determined your damage was not the result of any storm but rather improper installation and lack of flashing where the roof meets the siding. We had previously notified you in writing at the policy inception that faulty design, improper installation and wear and tear is specifically excluded under the policy.  Our decision not to afford coverage for this loss is consistent with what you were previously advised in writing, in accordance with the terms of your policy. Ms. *********, I hope I was able to provide the clarity you were looking for.  If you have further questions or concerns, please contact me directly.  I will be happy to assist you. Sincerely, ***** * **** Associate Customer Care Specialist Customer Care Unit Personal Insurance Distributions Operations ***** ************** **** **************

6/17/2016 Billing/Collection Issues
6/17/2016 Problems with Product/Service | Complaint Details Unavailable
6/16/2016 Problems with Product/Service | Complaint Details Unavailable
6/15/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently purchased home and auto insurance with Liberty Mutual. After I did so I received an email about their "Right Track" program which tracks your car information (speed, braking, miles and time you drive) and the email said it was voluntary. After I received the devices which I did not choose to participate in I received a second email saying I had 30 days to install or the discount applied to my policy would be taken off and my premium would increase. Now the agent never mentioned anything about this program or that voluntarily denying it could result in a premium increase. Also there's a section in my paperwork under "Form D" that mentions data collection they never mention what data, how it is collected or that voluntarily not participating changes your policy. The practice seems shady and dishonest. The agent happened to forget, the paperwork is vague and then once your signed on they force you to accept or pay a higher premium. All agents should be obligated to disclose that information, the policy information should have a section in "Form D" that includes all the information they sent in the email that way the buyer is aware beforehand and can make an accurate decision on whether or proceed with the policy or not.

Desired Settlement: I would like Liberty Mutual to acknowledge that they failed to properly inform me as a consumer and honor my original policy premium of $2,209. Since this is here mistake I should not pay the $80 insurance premium increase which now puts my policy premium at $2,289. Had they been honest from the beginning I would have no problem with the increase but I feels shady, scam like and is bad business. At my job if I make a mistake it on me not the consumer. I do not see how they think it fit for the consumer to pay for their lack of information and dishonest policy.

Business Response: Dear Mr. ********,This is in response to your May 31, 2016 correspondence to the Better Business Bureau regarding your concerns with our ********** program.  I am truly sorry your service experience did not meet your expectations.  My hope is to provide the clarity you are looking for.First of all, we expect all our agents to clearly communicate to our customers regarding the ********** discount requirements.  I asked the appropriate management to address your service experience in an effort to improve our communication in the future.Secondly, we notify our customers in writing of the requirements to ensure you may make an informed decision whether or not to participate in this program at the policy inception. The cover letter issued to you on May 9, 2016 with your new business packet indicated a 5% discount was applied for enrollment in the ********** program and the final discount amount would be calculated after completion of the ninety day review period.  The ********** Terms and Conditions form was electronically signed on May 11, 2016.  By signing this form you agreed to participate in the ********** program.In reference to your concerns regarding the parameters of the program, the ********** device communicates directly with the vehicles’ on-board computer and uses second-by-second data from the ********* ***** ****** *** to determine rapid acceleration and braking events.  This is the same sensor and data used by the vehicles’ speedometers, making the ********** data as accurate as the speed displayed in the vehicle.********** measures the following four characteristics:• Miles driven• Night-time driving• Rapid acceleration• Hard brakingAll drivers in the program are expected to have some occurrences of rapid acceleration and hard braking.  We know there are times when the safe driving response is to accelerate or decelerate rapidly to avoid an accident.  Therefore, the ********** device uses sensitive thresholds for measuring rapid acceleration and hard braking to produce a more individualized pattern and evaluation of driving style.  It is the overall pattern of driving that is evaluated at the end of the review period to determine the discount, not the individual events.  Since you requested not to participate in the program, you were opted out.  Effective June 23, 2016 an endorsement was processed to remove the ********** discount and an $80 prorated charge was applied to the policy balance.  This adjusted your premium from $2,209 to $2,289 and your remaining balance was adjusted to $2,086.59.While we are unable to comply with your request to honor the premium quoted with the ********** discount, you still have the option of enrolling in the program again to take advantage of a 5% or greater discount based on your safe driving habits.  Please reach out to our ********** team at ************ or **********@LibertyMutual.com if you are interested.  Mr. ********, we thank you for your feedback and we will strive to provide you with exceptional service going forward. If you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely,******** * ****** Associate Customer Care SpecialistCustomer Care UnitPhone: ************  Fax: ************

Consumer Response: First, your expectation and what actually occurred are two different things. The agent that handled my case did not communicate any about this "**********" program and that participation or lack of participation would affect the price they offered to attract my business. Improving your communication in the future does little to repair our consumer relation. Secondly, your notifications are vague and do not clearly address the reality of your policy requirements. The only time anything was mentioned about the "**********" program was in a letter issued to me after I purchased your insurance and a week before the actual trackers were emailed. And even then the notification that my premium would go up by not participating was not clearly stated until the tracker was received. Third, the "**********" Terms and Conditions form is under Section D and make no actual reference to the "**********" program or how its enacted. I have no concerns with the parameters, I strictly find them invasive and do not wish to subject myself to that. My issues is with Liberty Mutual shady business tactics, vague contract wording and presumption that I should pay more money as a result of your business mistakes. Your lack of acknowledgment that your practices are wrong and your continued ignorance that I should accept this price change or enroll in this "**********" program are quite frankly tasteless and disrespectful. It seem the BBB will not do anything as nor will Liberty Mutual. For the time beginning I am aware that my premium will go up $80 and I guarantee that next year I will change home and auto insurance providers and will never do business with Liberty Mutual. That means nothing to a mutli-billion dollar company like yourself but it is the principal in business which you and your company seem to lack.    

Business Response: Dear Mr. ********,This is in response to your additional correspondence to the Better Business Bureau.  I appreciate the opportunity to further respond.We are truly sorry about your unfavorable experience with the ********** program and assure you that we have asked the appropriate management to address what occurred.  However, we provided advance notification prior to the June 23, 2016 scheduled effective date of this policy of the premium impact if you did not elect to participate in this program and your premium was adjusted accordingly.As a valued customer, we appreciate you choosing us as your insurer and we want you to have the lowest premium possible.  However, please understand that we are unable to apply a discount if you are not eligible. Our customers may qualify for additional discounts over time.  For example, you and Ms. ****** are eligible for a discount if you both complete a state-approved Defensive Driving Course (online courses are accepted if approved by the state) which would result in an $80 annual premium savings once we are verbally notified of the completion.  The pro-rated credit would depend on the completion date.  This discount is valid for three policy terms with your continued incident-free driving record.  The savings amount may vary each year since it is calculated as a percentage of premium. Mr. ********, I am sorry that your experience has caused you to consider looking for another insurance carrier.  I hope you reconsider.  If you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you. Sincerely,******** * ****** Associate Customer Care SpecialistCustomer Care UnitPhone: ************  Fax: ************

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 # ********. Please add your rejection comments below.  Already stated. Regards, ******* ********    

6/14/2016 Problems with Product/Service | Complaint Details Unavailable
6/13/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Liberty Mutual's at-fault driver hit us and the bodily injury claims adjuster promised to handle the collection and payment of bills to medical providers. Otherwise, we would have had our auto our health insurance companies take care of the bills and subrogate. Now, months out, the providers have given up on calling the claims adjuster, given up calling myself and spouse, have referred the bills to collections agencies, and the collections agencies have now posted these bills to our credit reports to our detriment (over a 100 point drop in the credit score in the last two days alone with just two of the collections agencies weighing in).

Desired Settlement: My spouse and I simply desire that the claims for medical expenses be processed or that collections agencies be assured that these will be taken care of such that our nearly perfect credit ratings are restored and that those collections agencies who have not already filed against our credit records are held at peace.

Business Response:

6/12/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: During the first week of May I contacted our agent from Liberty mutual , **** ***** from ******, New York, a question regarding our very High car insurance for the year 2016-17 which is automatically withdrawn from my account every month. I immediately noticed that clearly no possible way was the savings under "accident prevention course discount" correct. It seemed very low considering Both me And my husband have received these certificates from broome county national council defensive driving course classes! Liberty mutual has copies of both certificates issued in each of our names and we both each are a separate primary driver on 2 different vehicles listed under our car insurance . When researching the law regarding this approved nys course, it clearly states that each certificate will save the primary Driver of each separate vehicle being insured a 10% savings on LIABILITY,NOFAULT AND COLLISION! AND CLEARLY STATES THE REDUCTION APPLIES TO ALL MOTOR VEHICLES PRINCIPALLY OPERATED BY EACH MOTORIST WHO COMPLETED THE COURSE! Three (3) weeks later I never received the explanation to the simple question I had about my policy and how they figured such a extremely high figure for the whole year!! My agent **** ***** stated to me "I have to refer this to my manager *** ******* who can explain it to you. (Mind you this was at least 3 weeks later after **** wasting my time with this simple question ). So The manager *** calls and explains to my husband that he noticed it appears that the figure stated under the ACCIDENT PREVENTION COURSE DISCOUNT on our policy appears low and it must be an "IT" issue and he will call the department and get get back to him in a couple days to explain. It's been going 2 weeks now and we never heard back from ****s manager,***! Me and my husband deserve an explanation of how our policy is calculated and why it is so high! I believe we are being cheated and want explanation of this matter!

Desired Settlement: I want a DETAILED description of EVERY section of our policy and an explanation of how they calculate our yearly Figure we pay on all our insurances including homeowners !!! I want a manager from the department who handles figuring policies for their customers !! Someone who is patient and professional and excels with explaining and questions I have regarding any portion of the policy we received ! I don't want someone calling us who cannot handle all of the information I just mentioned above ! Three weeks of my time and being patient is long enough and we deserve legit answers now! I also want to be credited and retroactive monies that we have lost due to any "IT" issues or any other department problems that may have contributed to our misleading policy! Im not sure if anyone can fix the "trust" issue me and my husband are fighting with at this time !! Hopefully that will be resolved with some answers in our favor ! We truly feel we are being taken advantage of with Liberty mutual at this time and we deserve legit explanations directly from the managers involved with our issues!

Business Response: RE: Personal Automobile Policy:  ***************** ** ******* Insurance Company/ NAIC: ********** Dear Mrs. *****,This is in response to your May 22, 2016 correspondence to the Better Business Bureau regarding your auto policy. I appreciate the opportunity to respond to your concerns.Please accept my apology for the difficulty you encountered receiving an explanation regarding your automobile policy. We expect our representatives to provide complete and accurate information and be responsive to our customer’s needs. I regret this is not consistent with what occurred. Feedback has been provided to the appropriate management to address accordingly.At Liberty Mutual, we always strive to give our customers the best price possible—but sometimes factors like increasing costs of repairs, medical expenses, and extreme weather call for a review of our prices.  Other factors such as fraud, attorney fees and litigation costs may also contribute to the cost of your policy.  With that being said, your automobile policy does not specify a principal operator for each vehicle. Instead the factor for each operator, their associated discounts, and or surcharges, are applied to all of the vehicles. So while you and Mr. ******* Accident Prevention Course discount is accurately applied to each of the three vehicles, the charges for your daughter, including the incident charge and youthful operator status, are also applied to the policy as well.The current annual premium of $2,373 appropriately reflects your risk profile and driving history. There is no error in the calculation of the Accident Prevention Course discount on your policy.  Therefore, no refund or credit will be issued.  With regard to your desired settlement, I would appreciate the opportunity to review your policies with you and address any unanswered questions. I can be reached from 8 A.M. to 4 P.M. Eastern time at the phone number or email address below.  However, please be advised, I am unable to release our rating calculations contained in our manuals as this information is proprietary. Mrs. *****, you are a valued customer and we appreciate that you have allowed us to provide for your insurance needs since 2009. If you have any further questions or concerns, please feel free to contact me directly. I will be happy to assist you.Sincerely, ***** *******Customer Care SpecialistCustomer Care UnitPhone: ************  **** ************Clint**************************

6/11/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On December 7, 2015 I was involved in an automobile accident. On December 10, an adjuster assessed the damage. The adjuster stated the vehicle was repairable. The car was then taken to ****** **** ****. The employees at ****** **** **** began working on the car. After realizing the damage was massive, they called the insurance company (Liberty Mutual) to explain the severity of damage. No one responded to the call and they continued repaired the body work until it was completed. The car was then taken to ******* **** to be rewired. After discovering the wiring was too expensive for repairing another adjuster was called. They negotiated for about 2 weeks. On February 9, 2016 I was told my vehicle was a total loss. While Waiting on my vehicle, I continued paying my auto loan with **** *******. I paid: January-353.00, February-353.00, Total 706.00. Liberty Mutual paid for a rental vehicle on December 9, 2015 from ********** and on January 12, 2015, I was told by an ********** associated that Liberty mutual would no longer pay. They stated that in order for me to continue driving the rental car, it would be at my expense. The vehicle was my transportation to and from work. I needed transportation. This is a what I paid out of pocket for Auto rental. 1/13/16-74.47, 1/14/16-106.00, 1/25/16-88.04, 2/2/16, Total-442.51

Desired Settlement: . Due the negligence of Liberty Mutual, I feel as if I deserve to receive reimbursement funds from them and **** **** ******* who received a payment when the vehicle should have been totaled on the adjuster's first visit. If the adjuster had examined the vehicle thoroughly a better decision could have been made and in a timely manner. Not to mention, the company failed to respond to or return the call to ****** **** **** after they discovered the severity of damage. I look forward to your reply and a resolution to my problem. All receipts can be provided per request. I may be contacted at the above address/phone number

6/11/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have had an extreme difficulty getting my reps to contact me back. I say reps because I have had my rep changed 3 times during my claim. Below is my attempts to resolve my issues with my rep: 4/17/16 – Submitted claim – Start waiting for a response from Liberty Mutual. Try to find a rental car but no available cars at **********. 4/18/16 – Left Voicemail unable to schedule appraisal online. None of the locations have availability and it says I need to contact my rep to schedule elsewhere. 4/18/16 - Sent email to my rep stating I can’t schedule an appraisal again. 4/19/16 – Called to leave a voicemail and box is full. 4/20/16 – First response from insurance via email stating I need to call the number and email my rep for help. The info I am given is the same info I had been calling. 4/20/16 - I call the main numbers and continue to request an operator. I eventually get to a member of my reps team. They schedule picking up the car for appraisal. I schedule a car using the liberty mutual website for 4/21/16. 4/21/16 – Rental car doesn’t arrive. I am late for work and call the ********** number and they say they have no cars. I am put on a waiting list for the next car that is available. 4/25/16 – Appraisal is completed the car is a Total Loss. This is the first anyone at Liberty Mutual has contacted me stating that the car is a Total Loss and someone will call about the vehicles value. 4/27/16 – I call my rep to see when I should know the value and get a full mailbox message. 4/27/16 – I email my rep asking for when I should know the value of the car. 4/30/16 - I receive a call from a new rep on my account. The amount they offer is $2,000+ below its value. I try to explain this to the rep and she says they cannot do anything about the value because that is done through a third party. 5/2/16 – 9:17am I miss a call from my rep. 5/2/16 - 12:50pm I try to call back and leave a voicemail 5/2/16 - 2:47pm I leave another voicemail 5/3/16 - 9:48am – Straight to voivemail 5/3/16 – 11:31am – Straight to voicemail 5/3/16 – 3:29pm – Straight to voicemail 5/4/16 – 12:11pm – Straight to voicemail 5/4/16 – 1:06pm – Now have a different rep ****** ******** 5/4/16 – 1:12pm I emailed them telling them I was submitting a bbb complaint if I did not receive a call by noon 5/5/16 5/4/16 – 5:45pm Called ****** and left a voicemail 5/5/16 – 8:20 am Called ****** my call went straight to voicemail and left another message. 5/5/16 – 9.25am ****** returned my call said he would email me all of the cars used in both comps for my 2012 and better buy up 2013 van. He promised to call me on Friday after reviewing. 5/6/16 – Friday no call from ****** 5/7/16 – I email ****** my results from reviewing the information. 5/9/16 – 4:45pm I call ****** and leave another voicemail after not receiving a call. 5/10/16 – 4:01pm I called ****** and left another voicemail. 5/11/16 – 12:53 Left another voicemail message for ****** After reviewing the information I find that the average price as stated in the document of the cars pulled is actually decreased 6% for typical negotiation. You can’t lower my car value based on a possible future discount. San Antonio has been hit by a large amount of hail damage and auto dealers are not giving the usual discounts as cars are few and prices are at a premium. On both of the 2012 and 2013 mileages you deduct from an average mileage, but this is not based on the cars you used to calculate my value. I am fine with doing this based on the average mileage of the cars actually used to calculate the value. You can’t double dip by saying it is lower and pricing it lower using higher mileage cars. The fair market value is included below based on the cars you compared using the actual average values and average mileage. Car Value: 2012 Car Data • My Car Data o Miles: 83,258 • Comparable Vehicle Data o Qty: 31 o Average Price: $13,504 o Average Miles: 79,410 • Market Driven Value o $13,504 San Antonio Market o $75 Luggage Rack o -$211.66 Mileage .055 per mile o -$100.00 Minor Damage o -$1,655 Serious Damage o -$230.00 Needs Replaced o $11,382.34 Market Driven Price • $13,658.81 Better Buy Up 120% max 2013 Car Data • My Car Data o Miles: 68,250 • Comparable Vehicle Data o Qty: 36 o Average Price: $15,342.72 o Average Miles: 62,314 • Market Driven Value • $15,342.72 San Antonio Market • -$326.46 Mileage .055 per mile • -175.00 Power Seat • -$1,257.45 Autosource Adjustment • $13,658.81 Market Driven Price • $853.68 Sales Tax 6.25% • -$500 Deductible • ---------------------------------- • $14,012.49

Desired Settlement: I want to be contacted my Liberty Mutual and paid a fair value for my total loss.

Business Response: .

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 # ********. Please add your rejection comments below.   My issue is not in the actual cars utilized in the calculation of my car value. It is in the automatic deductions of 6% based on what someone may or may not be able to negotiate on a purchase. I was not supplied any proof of how this 6% is averaged after requesting it from my rep. The second issue is that you double dipped on the mileage of my vehicle based on using cars that are of higher average mileage than the average used to calculate another a $795 of my price. I understand you cant compare my car to exact matches in mileage, but you can't use an average not based on the same cars used calculate my cars starting price. Does that sound fare to you? The final thing is the lack of communication I had to call for 4 days leaving voicemails with no response. I had multiple times I left voicemails and emails for 7 days till I could get someone to call me back. I was without a car for over a month because of no rental cars available and left not knowing when this was going to be finished. I have been a loyal customer for several years and my response to my issues with the quote is "that's what we always do". I feel Liberty Mutual has shown a extreme lack of caring for its customers this is even shown in your last response to me even here on the BBB where your form letter calls me Mr. ******. I hope Mr.****** resolves his issues also.  Regards, ***** ******  

Business Response: .

6/11/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I have previously filed a claim and still have no resulting settlement. I was in an accident and my vehicle was hit by a Liberty Mutual policy holder on November 30, 2015. Liability was finally accepted Feb 2016 and I have yet to receive the check to repair my vehicle along with the financial payment of the rental car that will be necessary while my vehicle is fixed. We are 10 day away from a SIX MONTH PERIOD. This is unacceptable. I was informed that a check was mailed. However no one verified an address and "sent it to the wrong location", according to my Bodily injury rep from LM. An accurate address was updated and i was told that a new check would be sent upon acknowledgemet that no check had been cashed. I was informed of stop payment and now over month later, I am still waiting for a check. I find it most unproffessional that a com[amn KNOWINGLY at fault, Cannot timely deliver what they owe me as a result of THEIR policy holder. Not one of you would wait that long and find it acceptable.

Desired Settlement: I want my check for the repairs as well as rental car fees

Business Response: Please let this correspondence serve as acknowledgement of your e-mail dated May 21, 2016, and to also serve as a formal response to your request.   Be advised that check number ******** in the amount of $2322.11 was mailed to the new address on May 25, 2016. We apologize for any delays.   This should bring an end to this matter.   **** ****  Team Manager ************    

6/11/2016 Problems with Product/Service | Complaint Details Unavailable
6/6/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have auto insurance and home insurance with liberty mutual. My two cars' annual premium form 2014-2015 is $1425 From 2015-2016 increased by 15% to $1641 Then recently subjected to renewal, they are going to increase premium by 20% to $1961. Within the last 5 years, we only had one accident which was not our fault and the other party's insurance company cover it. Moreover, they also claim that I had the accident forgiveness coverage as well. It is immoral to increase the premium at such high percentage 15-20% year by year. When I called them today to complain, the customer service representative is not kind. She asked me to increase my deductible from 500 to 750, then annual premium will be decreased by $48. $48! This is her only explanation as to why they increase my premium. How can this country allow an insurance company to sell their products and increase the premium well above the currency inflation rate? I think a class-action law suit should be filed for such a predatory practice.

Desired Settlement: -Explain to me why increase premium yearly at such high percentages despite the customer did not cost any loss from Liberty mutual (only one accident and the cost was covered by the other party). - Reduce the premium price to acceptable and reasonable level.

Business Response: Dear Mr. *****, This is in response to the May 18, 2016 correspondence to the Better Business Bureau.  I have been asked to respond and I appreciate the opportunity.At Liberty Mutual, we always strive to give our customers the best price possible—but sometimes factors like increasing costs of repairs, medical expenses, and extreme weather call for a review of our prices.In addition there are discounts on your auto policy that decrease slightly each year such as the Early Shopper, New Move and New to Liberty discounts. Although your policy may be eligible for these discounts for several years, the amount of the discounts decreases each year as the policy ages.As a result of your great driving record, your policy currently qualifies for Accident Forgiveness if you remain incident-free. If you have an accident, we take your excellent history into account and the accident would not impact your policy price as accidents typically do.While we appreciate you as a responsible customer, your driving history is only a portion of the information used to calculate your policy price. Even though you have had no claims that impacted your premium, all policyholders’ premiums are used to pay for the claims of others. Other factors I referenced earlier may impact the overall premiums we charge.  When we calculate the price for your collision coverage, for example, we have to factor in what repairs shops are currently charging.   Like your auto policy, there are some discounts that decrease over time on your homeowner policy.   The Early Shopper, New Roof, New Home and Recent Home Buyer discounts are applicable to your homeowner policy and gradually decrease at each renewal.  You are also receiving a Claims Free discount due to your excellent claims history.In addition, the dwelling coverage increased upon renewal. In 2014, you carried $205,600 in dwelling coverage which was increased to $205,800 due to the optional Inflation Protection endorsement included on your policy. This endorsement automatically adjusts your dwelling amount, if needed, at each renewal in anticipation of any expected changes in the cost to repair your house as construction and labor costs increase. However, you also receive a credit on your policy with this endorsement.Mr. *****, I thank you again for reaching out with your questions and comments about your policy price. As a valued customer, I hope that I have answered all of your questions today. If not, please also feel free to contact me directly. I will be more than happy to assist you.Thank you for being a Liberty Mutual customer! Sincerely,***** * ****Associate Customer Care SpecialistCustomer Care UnitTele: **************Fax: **************

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 # ********. Please add your rejection comments below.  [Liberty mutual did not explain how they can increase year by year at 15% and 20% rate in Auto Insurance consecutively for two years. If some discounts mentioned were lost, they will be lost last year, not this year. I think they just want to increase the price on customer.  The mentioned drwelling coverage increase on home  is so minimal and this does not justify the 20% increase in my Auto Insurance. The acceptable resolution would be properly decrease my renewal price on Auto since only 1 Accident in the last year which was not our fault. Also they should not increase significantly the renewal price on my home insurance as well in the future. ] Regards, ******* *****    

Business Response: Dear Mr. *****,   This is in response to your additional correspondence to the Better Business Bureau regarding your homeowner policy.  I regret to hear of your continued concern and appreciate the opportunity to respond.   As I indicated in my previous response, there were multiple factors that impacted your renewal premiums since 2014.  Increasing costs of repairs, medical expenses, and extreme weather called for a review of our prices.  Other factors such as fraud, attorney fees and litigation costs may also contribute to the cost of your policy.    Regarding the amount of the increases, it is never our intention to disappoint a valued customer.  However, we are unable to commit to keeping the premium the same each year.  The premiums we charge are the rates needed to ensure we meet our financial obligations to our customers.   Mr. *****, if you have further questions or concerns, please feel free to contact me.  I will be happy to assist you.   Sincerely,   ***** * **** Associate Customer Care Specialist Customer Care Unit Personal Insurance Distributions Operations Tele: ************** Fax: **************

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 # ********. Please add your rejection comments below.  Even with what you said (higher cost for everything), there is no justification to increase at such a high rate (15%-20%) for a custom with only one not-at-fault claims in the last five years. Will shop around.    Regards, ******* *****    

6/6/2016 Problems with Product/Service
6/4/2016 Problems with Product/Service | Complaint Details Unavailable
6/3/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I changed insurance companies and I canceled prior to the next coverage cycle, at first Liberty Mutual billed me claiming I did not cancel in time and must pay because I could not be with auto insurance coverage, but after I sent a copy of the new insurance information with installation date they recanted the claim. I asked for a statement indicating final balance and received one indicating balance of zero. Now months after that conversation they have sent this to a collection company, and when I call liberty mutual now they claim the charges are for previous month of coverage prior to cancellation.

Desired Settlement: correction to credit report and billing

Business Response: Dear Mrs. ******, This is in response to your May 16, 2016 correspondence to the Better Business Bureau.  I am truly sorry we have lost you as a customer but am happy to provide a response in the hope of providing you with the clarity you are looking for.First, I would like to provide a little background.  Your automobile policy renewed on October 24, 2015 with annual premium of $2,412; this amount included the $22 New Jersey Property-Liability Insurance Guaranty Association Surcharge. You selected monthly Recurring Credit Card (RCC) as your preferred method of payment.   There were twelve payments over the policy term scheduled to pay your policy in full.  We received a $227.16 payment ($2,390 divided by twelve + $22 surcharge + $6 bill fee) October 29, 2014.  After this payment, your balance was adjusted to $2,190.84 and there were eleven payments of $205.17 ($2,190.84 divided by eleven + $6 bill fee) remaining. We received two $205.17 payments (November and December) and your balance was adjusted to $1,792.50.  After the renewal, we identified you had inadvertently been charged for towing coverage although you did not select this coverage. We applied a $7 credit to the policy to correct the premium, leaving a balance of $1,785.50.  We received seven $204.39 ($1,785.50 divided by nine + $6 bill fee) and your balance adjusted to $396.77. We billed your credit card a $204.39 payment on August 25, 2015.  However, this payment was declined. As a result, your policy was removed from RCC and placed on monthly direct bill. With this payment method customers will experience an increase in the monthly payment amount. This increase is due to a decrease in the number of billing cycles available prior to the expiration of their policy since we must allow for mailing time.  Instead of two remaining RCC payments there was only one bill remaining to pay the policy term in full.  A $408.77 bill ($204.39 past due + $6 bill fee + $198.38 current due) issued to you on September 25, 2015 due October 15, 2015. On October 1, 2015 this policy was cancelled at your request effective September 25, 2015. After the $199 cancellation credit was applied to the policy the balance was adjusted to $209.77.  In addition, a $6 bill fee was waived adjusting the balance due to $203.77.  A $203.77 bill issued to you October 1, 2015 due October 21, 2015.  When we did not receive payment another bill issued to you October 23, 2015 due November 12, 2015. As we did not receive your final payment, we forwarded the $203.77 balance to a third-party collections vendor, Credit Collection Services, which is how all unpaid balances on cancelled policies are managed at Liberty Mutual. I apologize if you were surprised by this course of action, but it is one we must take when we do not receive final payments on cancelled policies.  I enclosed billing histories detailing all the transactions. In summary, your policy term was active a little over eleven months (October 24, 2014 through September 25, 2015).  Yet, we only received ten monthly payments.  Therefore a final balance of $203.77 remains due.Mrs. ******, again, we are truly sorry to have lost you as a customer.  I hope that I have answered all of your questions today.  If you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely,******** * ****** Associate Customer Care SpecialistCustomer Care UnitPhone: ************  Fax: ************Enclosure

6/1/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have tried to unsubscribe but keep receiving Spam from Liberty Mutual

Desired Settlement: My email address removed from company's contact list.

Business Response: Dear Mr. ********, This is in response to your correspondence received through the Better Business Bureau on May 24, 2016 regarding the unsolicited emails you are receiving.  Please accept my apology you have continued to receive communications following your request to unsubscribe.  I appreciate the opportunity to respond. I have requested your information be removed from our mailing and email lists.  In the unlikely event you receive further emails, please contact me directly so I may further determine the source of the emails and ensure they are discontinued as promptly as possible. Mr. ********, we regret the inconvenience this matter has caused. If you have additional questions or concerns, please also feel free to contact me directly.  I will be happy to assist you. Sincerely, ***** * **** Associate Customer Care Specialist Customer Care Unit Personal Insurance Distributions Operations Tele: ************** Fax: **************

Consumer Response: 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 by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ******* ********

6/1/2016 Problems with Product/Service | Complaint Details Unavailable
6/1/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The problem I am having is that when I signed up for insurance through liberty mutual I was told by the agent that my MONTHLY cost would be approximately 210 dollars a month and that's after a discount for my car type and a discount for being a comcast employee with direct pay from my paycheck. Well when my first payment came out the company took 237 and some change. When I called into liberty mutual they could not see the payment yet (5/14/16). Now a week later (5/21/16) I am being told that my payment are 237 dollars every two weeks. i called and talked to a female supervisor who was not able to assist me with any of my problem and refused to try and look into it. I want this to go higher up because there is no reason why I would switch my insurance provider to pay more than double every single month. I am very dissatisfied and I feel I was deceived from beginning to end with this company.

Desired Settlement: I want to know why I was sold insurance for 210 a month and then find out it's almost 500 a month. I want the difference in price refunded back to me

Business Response: Dear Mr. ********,This is in response to your correspondence received through the Better Business Bureau on May 23, 2016 regarding your automobile policy.  We apologize for the unanticipated payroll deductions that occurred and regret the inconvenience and frustration this matter caused.  I appreciate the opportunity to respond.This policy initiated effective April 16, 2016 with an annual premium of $5,472.  Due to the remittance process on some payroll accounts, it is normal to have a delay between our request for payment and the payment being applied to your policy.***** is a subsidiary of the ***** * ******** Companies who quotes and binds Liberty Mutual Insurance auto and property products to their customers.  A single bill for the policy balance was issued to ***** April 15, 2016. The amount withdrawn from your payroll would depend on the number of pay cycles remaining for the policy term at the time ***** received our bill.For example, for an employee on a bi-weekly cycle this would be twenty-six pay cycles ($5,472 divided by 26 = $210.46); however, if twenty-six cycles are not available the annual premium will be divided by a lesser number of cycles.  Based on the amount you indicated was withdrawn from your check it appears there were only twenty-three cycles remaining ($5,472 divided by 23 = $237.91).Per your request, this policy was cancelled effective May 20, 2016 and your balance remaining was reduced to $510.  A notice was issued to ***** to remove the policy from payroll deduction.  At this time Liberty Mutual has not received any payroll payments from your employer.  Again it is normal to have a delay between our request for payment and the payment being applied to your policy.  Once any payments have been received your balance remaining will be adjusted accordingly.Please note that the annual premium of $5,472 did not change, rather it is the number of payroll cycles used to determine the per paycheck deduction that resulted in a higher deduction than anticipated. In addition, our records do not reflect we quoted a monthly payment of $210 as you referenced.  The application you signed on April 16, 2016 confirmed the annual premium was $5,472.  Based on this annual premium, the monthly payment calculation would not be $210, rather this is the bi-weekly amount based on the annual premium divided by twenty-six weeks.I sincerely apologize for any confusion this may have caused and feedback has been provided to the appropriate management for review.Mr. ********, we are sorry to have lost you as a customer. If you have further questions or concerns, please contact me directly.  I will be happy to assist you.Sincerely,***** * ****Associate Customer Care SpecialistCustomer Care UnitPersonal Insurance Distributions OperationsTele: **************Fax: **************

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 # ********. Please add your rejection comments below.  For over the phone customer service, calls are monitored for quality assurance. If the call is pulled from my transaction with the sales representative you will hear the gentleman say my quote. My phone number is ************. Please give me a call at your convenience. Regards, ********* ********    

5/31/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Customer Service Representative made a guarantee about the service being able to be restored without interruption and through a payment schedule, but that they needed a payment before processing. Payment was made at that time. Once attempted to get the service restored, was told that the entire premium needed to be paid in order to move forward. I explained what the customer service representative promised and was told that could not happen. I requested to speak with a supervisor and to the best of my knowledge was escalated up the proper channels with notes recorded to the account. Asked to speak with a manager but was told that they were busy at the time. Was told that a manager would call on Thursday, May 5th 2016 at 6pm. No contact ever received from a Liberty representative after Tuesday May 3rd 2016. Initial contact made on Sunday May 1st 2016.

Desired Settlement: honor what the customer service representative stated

Business Response: Dear Mr. ****,This is in response to your May 12, 2016 correspondence received through the Better Business Bureau regarding your automobile policy. Please accept my apology for your unfavorable experience.  I regret any miscommunication that may have occurred regarding our procedure after a policy has cancelled for non-payment of premium. I hope my response provides the clarity you are looking for. Our records indicate you initially contacted us May 1, 2016 to remit a payment on your policy.  However, this policy had previously cancelled for non-payment of premium earlier that morning at 12:01 a.m. and was ineligible for reinstatement. At that time our representative advised you a new policy could be written with a down payment. However, our records reflect you were unable to wait to speak with a sales agent. Our representative indicated that if you contacted us the same day we would write the new policy effective immediately.  You next contacted us May 3, 2016. At that time the policy had been cancelled for two days and any new policy would include a lapse in coverage. The representative you spoke with confirmed there would be a lapse in coverage and indicated a 100% down payment was required. While accurate information was provided regarding the lapse, in the state of New Jersey we do not require 100% down on a policy written within thirty days of a non-payment cancellation. We attempted to contact you by telephone later that same day to clear up this miscommunication and left a voice mail message confirming we do not require a 100% down payment. A supervisor also reached out to you on May 5, 2016 and left a voicemail message confirming that the new policy could be written and we would not require 100% down.In summary, we are unable to provide a new policy that would not include a lapse in coverage; however, if you have not already obtained active insurance you may contact me directly at ***** ******** between the hours of 12:00 p.m. and 7:30 p.m. Monday through Friday to review other options available.Mr. ****, I regret my response could not have been more favorable.  I attached a billing history for your review.  If you have additional questions or concerns please feel free to contact me directly and I will be happy to assist you.Sincerely,***** * ****Associate Customer Care SpecialistCustomer Care UnitPersonal Insurance Distributions OperationsTele: **************Fax: **************<Attachment>

5/31/2016 Problems with Product/Service | Complaint Details Unavailable
5/27/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been emailing ****** ****** at ************************ for 2 months now. I have sent a copy of my roof /invoice / receipt for out claim. I have not heard anything back and I have not received a check for the amount the Liberty Mutual still owes us for our claim. Our claim number is *********-**

Desired Settlement: I want the rest of the money that Liberty Mutual held out for the "depreciation value"

Business Response:

Consumer Response: 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 by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ******* *******

5/27/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Title: Liberty Mutual Insurance Company Re: Claim number ***************** Issue: Phone calls to Liberty Mutual company have gone unanswered Details: Three phone calls to Liberty Mutual Claims Department have been ignored. November 2015, a Liberty Mutual Ins Company client was liable for damage to my vehicle. Claim number ***************** was created; efforts to seek reimbursement for car rental expenses have gone unanswered. Calls to the designated Claims Representative were made April 19, April 27, 2015 and May 9, 2015.

Desired Settlement: That Liberty Mutual Ins Company immediately provide full reimbursement for car rental expenses incurred while my car was under repair. Thank you for your time and effort.

Business Response: See attached response 

Business Response: Response

Consumer Response: 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 by choosing to accept the business response that my complaint will be closed as resolved. The issue has been resolved to my satisfaction.    Thank you for your assistance. Regards, ******** *****

5/27/2016 Billing/Collection Issues
5/27/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A week ago our refrigerator pipe came off and we flooded the neighbors below our apartment unit. There was damage to our neighbor's ceiling that required repairs. The estimate we got was more than 4 thousand dollars, therefore we decided to go through our insurance. We contacted Liberty Mutual , who is our insurance carrier for the apartment, and we were told that since this was an accident and not negligence, they will not cover the expenses for the damage. If this would have been negligence, then they would cover the expenses. However, this makes no sense. We are covered for liability, so regardless whether we accidentally flooded somebody, or we did that on purpose, it should be a covered service. Our insurance broker read through the whole Liberty Mutual manual book and nowhere in the book does it say that this is not a covered service because it was an accident.

Desired Settlement: The desired outcome is that Liberty Mutual covers the repairs for the neighbors below us, regardless of whether it was an accident or not. We have a policy with liability, therefore this should be a covered service.

Business Response:

5/24/2016 Problems with Product/Service | Complaint Details Unavailable
5/24/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: my husband and i left our former insurance carrier for their putting fraudulent information on my driving record; this company is doing the same thing; in 2012 my car was damaged when the shelving gave way in our garage; it sustained superficial damage and we took it to be repaired; the company our insurance carrier suggested, repaired the damage but would damage other parts of the car in the process doing so each time we took it back in; tiring of this we took my car to a dealership and the car was repaired with no further damage; unknown to us the insurance carrier put it on my driving record as two car wrecks and told us that the payments went up because my car had increased in value; we did not find out the truth until we decided to switch to the insurance carrier we now have of which this complaint is about; after contacting your agency and the state insurance board, the wrecks were taken off my record and replaced by two incidents; this expired three years afterward just this past year, 2015; when we contacted the above insurance carrier, we were told that this carrier added two more years of higher rates onto our coverage because this was their policy; keep in mind that this insurance carrier has not paid out one red cent to us; in fact, this insurance carrier told us that the claim would expire in three years; now they're adding two more years in order to get more money from us, the reason(s) why we do not know; this is neither fair nor just, as their advertising commercials blast other insurance carriers for doing the same thing; had we known this was on my driving record in the first place and that we only had to wait a few more months for it to be permanently cleared, we would not have switched when we did, and we would have definitely done more research before selecting a replacement insurance carrier Product_Or_Service: vehicle and home insurance Account_Number: ***************** *

Desired Settlement: DesiredSettlementID: Billing Adjustment we would like this taken off my driving history permanently from here on out since the original claim expired in November of 2015 and this insurance carrier has not paid out anything to us for anything, as we have not made any claims with this insurance carrier; and we need to be reimbursed for the extra funds that were fraudulently taken from us because once this is cleared we plan to get insurance from a reputable agency, if that is possible in the insu

Business Response: Dear Mrs. ********,This is in response to your May 16, 2016 correspondence to the Better Business Bureau.  I am truly sorry your experience has been unfavorable.  Earlier this week, one of my team members emailed a response to you addressing the same concerns.  I appreciate the opportunity to further respond. As part of our new business process when a policy is written, we review the five year driving and claims history of the operators.  The information retrieved is considered when determining eligibility for a policy.  When we determine premium we consider many factors including your credit history, claims history and automobile characteristics.  After we obtained this information, we provided a quote to you which you accepted and this policy was bound effective June 8, 2015.Your policy is scheduled to renew effective June 8, 2016.  Any new incidents may be considered chargeable at each renewal if they occur within a 36 month period ending 4 months prior to your renewal date.  You referenced that two more years of higher rates were added due to a previous incident.  However, this is not consistent with what occurred as there were no new incidents retrieved. Instead, your policy is scheduled to renew at a higher price due to other factors.  As explained in our May 19, 2016 email response, factors like increasing costs of repairs, medical expenses, and extreme weather call may result in a revision to the prices we charge. Other factors such as fraud, attorney fees and litigation costs may also contribute to the cost of your policy.While we appreciate your concerns, please understand the premium change at renewal was necessary to ensure we fulfill our long-standing commitment to our Texas customers and provide our customers with the peace-of-mind knowing we have the financial backing to protect them in the event of a covered loss.We are unable to amend your loss history that occurred prior to the implementation of this policy with Liberty Mutual Insurance.  Insurance companies use a shared database to access and use prior loss information in the underwriting process.  We suggest that you contact your prior carrier if you continue to have concerns regarding the information we retrieved when this policy initiated. Mrs. ********, you are valued customer.  I am sorry that you are considering leaving us and hope you will reconsider.  If you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely,******** * ****** Associate Customer Care SpecialistCustomer Care UnitPhone: ************  Fax: ************

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 # ********. Please add your rejection comments below.  [Someone from this office contacted me earlier via email and responded as follows:your words attempt to sound noble, but as it is your agent lied to us when he said that it would be off my record in three years; if we had known the lie was on my record in the first place, it would have been dealt with before we left our previous insurer; for your agent to say one thing to get customers and then reveal something else afterwards is a lie and is fraudulent, and what you say here does not change that; we are in the process of dealing with this latest lie with the proper authorities and we will be dropping you as soon as possible; you need to change your commercials to reflect what you truly are and how you really treat your customers because i can't stand to watch them anymore; how would you feel if you didn't know that something was on your driving record for almost three years, you found out after switching to another insurance carrier who lied to you and told you it was there and that it would be removed after three years, then that same person told you after everything was said and done that it would be two more years before a false claim would be removed from your driving record when the company he represents is constantly flashing what amounts to false advertising on tv? i don't like your company, and i will not be recommending you to anyone else; i don't hate anyone that much. My beliefs have not changed. This company and its representatives lied in their advertising and when my family and I were seeking a new insurance carrier. If we had been told the truth, we NEVER would have selected this company as an insurance carrier. I feel that the agent knew this, which is why he did not mention it at all period! Your company is guilty of deceptive advertising and fraud. You should be disciplined by the insurance industry and the public needs to be informed about your deception and fraud before anyone else is lied to. If you are so honorable as you pretend to be before the BBB, you will be transparent to the public, who relies on truth in coverage and full disclosure, that is , if you are capable of such. If you are rejecting the business's response please enter your rejection comments here.]  

5/24/2016 Problems with Product/Service | Complaint Details Unavailable
5/24/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: January 18, 2015 - I was on my motorcycle and was rear ended and pushed into the truck in front of me by a Liberty Mutual Customer. A police report was made and determined it was Liberty Mutual's customers fault. A claim was filed and I was asked to send in photos which I did and was sent a check for approx. $1400 and told to take the motorcycle to a dealership of my choice to get repaired. I took the motorcycle to ******** ****** ** ********, TX. They examined the motorcycle and I was told the damages were for over $4,000.00. ****** and I both continuously called Liberty Mutual and only get the run around. First they did not send the correct paper for us to file for supplement payment. ****** and I finally received the information in an email. ****** has sent the required supplemental paperwork more than once. Finally the adjuster emailed back and asked where the pictures were. ****** told them I had sent the pictures in as they had requested and he already has them. Liberty Mutual has not one time called me to ask for information or to tell me additional information is needed to have my motorcycle repaired. Now I call to be told there is no manager available to speak to, that the adjuster is always out of the office and I need to leave a message again which no one ever returns the call from the messages left. I have been hung up on and never called back. I have left messages and have emailed and no one returns my calls or emails. It has been three months and my motorcycle is not repaired.

Desired Settlement: I want Liberty Mutual to pay to repair my motorcycle.

Business Response: n/a

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 # ********. Please add your rejection comments below. I am rejecting the response.  Today I have contacted Liberty Mutual again to try to resolve getting the motorcycle repairs paid for.  I spoke to ****** ******* for the first time today (I called him) and he told me that he had paid ****** a check (directly to ******) in the amount of $883.53 and I received a check for $116.01 (which I will forward this money to ******) and still they are over $700.00 short for paying for the damages.  I spoke to ****** and they have emails that show they have sent Mr. ******* the information showing money is stilled owed for damages.  My bike is repaired now but I am unable to pick it up because Liberty Mutual will not pay for the damages that their insured customer incurred to my bike.  This claim is almost four months old and I spend more time on the phone and emailing missing work to try to get my new bike repaired.  There is no reason that Liberty Mutual should not have picked up the phone and make this claim right.  What is it going to take to have this claim settled?  I can send emails from myself and ****** as proof if needed.  ****** says that it seems like Liberty Mutual is trying to repair bike with used parts or to have bike repaired with the parts that were on the bike when damaged.  This is a NEW bike it needs to be repaired correctly with NEW parts.  This is wrong and there has been no good communication from Liberty Mutual to make this claim right.  We are very frustrated and very unsatisfied.   Regards, ***** *******    

Business Response: n/a

5/23/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Contacted liberty mutual during 2015, to file a claim for a roof repair. The company sent an investigator out who incorrectly assessed the cost and repairs of the claim in order to deny the claim. I did not agree with his report which seemed unreasonable, and was not based on correct analysis. So, I called the company and spoke to one of the managers, who was even more different to speak to. She was rude and argumentive. On April 6 2016, I called again to cancel the policy because my premium had been increased over one hundred dollars. The only explanation was that the value of my property increased which wasn't accurate. Because I had attempted to file a claim, Liberty Mutual had increased my premium and placed my policy in a category that indicated I had filed a claim to ultimately affect my status to cancel or change insurance companies. When trying to discuss this with their customer service person by the name of "**** ", he hung up on me and never returned the call. Afterwards, I called back to speak to a manager. Another representative told me that they weren't available, but someone would call me back. No one called back. When I previously asked to cancel, they told me no other company would accept application for a policy from me, until I paid for the repair myself by an independent contractor. I explained that it was a contridiction of the policy, and the purpose of having homeowners insurance. The company seem to have bate and switch practices in order to avoid approving claims of it's customers, who pay thousands of dollars into the insurance. They also make inaccurate reports to support unethical practices toward consumers. Your Help is appreciated.

Desired Settlement: To modify diverse, derogatory information placed on my policy. And adjust premium payment to original status. To refrain from retaliation in preventing my choice of policy cancellation with their company.

Business Response: Dear Ms. *********,This is in response to your May 6, 2016 correspondence to the Better Business Bureau regarding your homeowner policy. I am truly sorry you had an unfavorable experience and I appreciate the opportunity to respond.   Liberty Mutual has a partnership with ***** for the writing of homeowner, landlord, renters and condominium policies. This policy initiated February 1, 2014 through ***** and subsequently renewed each year, most recently on February 1, 2016 with an annual premium of $724.At Liberty Mutual, we always strive to give our customers the best price possible—but sometimes factors like increasing costs of repairs, medical expenses, and extreme weather call for a review of our prices.In addition there are some discounts that decrease over time on your homeowner policy. The Early Shopper, New Home, New Roof and Recent Home Buyer discounts are applicable to your homeowner policy and gradually decrease at each renewal.  Finally, the dwelling coverage increased upon renewal. In 2015, you carried $290,900 in dwelling coverage which was increased to $296,400 due to the optional Inflation Protection endorsement included on your policy. This endorsement automatically adjusts your dwelling amount, if needed, at each renewal in anticipation of any expected changes in the cost to repair your house as construction and labor costs increase. However, you also receive a credit on your policy with this endorsement.As you indicated in your correspondence, there was a claim started on November 13, 2015; however, nothing was paid out the claim and it therefore had no impact on the renewal premium.A review of the claim file reveals that during the onsite inspection of your home, the adjuster found no storm-related damage to shingles on the roof, but rather improper installation and lack of flashing where the roof meets the siding, thus, allowing water to enter the interior of the home. Unfortunately, damage resulting from faulty design, improper installation and wear and tear is specifically excluded under the policy. Our policy contract obligates us to investigate and pay all covered losses under the policy; however, we are unable to extend coverage beyond the covered perils specifically outlined in the policy packet.We regret that we are unable to provide a more favorable outcome; however, we maintain the claim was settled appropriately in accordance with the policy provisions and no coverage will be afforded for the roof as it does not display evidence of storm-related damage.Ms. *********, I thank you again for reaching out with your questions and comments about your policy. As a valued customer, I hope that I have answered all of your questions today. If not, please also feel free to contact me at (**** ******** or by email at **************************** and I will be more than happy to assist you.Sincerely,***** * ****Associate Customer Care SpecialistCustomer Care UnitPersonal Insurance Distributions OperationsTele: **************Fax: **************

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 # ********. Please add your rejection comments below. Regards, ********* *********    

Business Response: While we understand that the consumer disagrees with our position on this matter, they have not provided any additional/new information in their rebuttal.  At this time our position remains the same and we would ask that you close this file. Should the consumer submit new information regarding this dispute, we will be happy to review and respond. Thank You,********* *****

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 # ********. Please add your rejection comments below.   Ref: Liberty Mutual Group         *** ******* **** **** ****         ****** ** *****To whom it may concern :I am sending this reply in response to Liberty Mutual Insurance group. If  the initial inspection of the policy offered by Liberty Mutual had in fact, identified the list of defects, mentioned in it's reponse to my complaint, the area of the home in question  would have previously  been declared  structurally unsound. But to the contrary, the policy was accepted by the insurance company. The company is clearly in contradiction of it's own declarations. This is obviously done to avoid claims by it's customers.  I do not submit to any of the insurance company's  rhetoric inwhich they've addressed this complaint. Sincerely, ********* ********* *********d90@*****.com  Regards, ********* *********    

5/23/2016 Problems with Product/Service
5/22/2016 Problems with Product/Service | Complaint Details Unavailable
5/22/2016 Billing/Collection Issues | Complaint Details Unavailable
5/22/2016 Problems with Product/Service
5/22/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been trying to get information from Liberty Mutual for years on numerous policies and they refuse to give me information that is rightfully mine on Plan #************** and Policy ********* which is a Extra Value Life policy. I have talked to ******* ********* who could help me but he refused to do that. I talked to the Dept of Labor with **** **** and he will assist on the Plan # which is what they work on but the Policy is not his area. **** said to wait for the paperwork that they said they would send on my annuity for to see if you get them.

Desired Settlement: I would like what is rightfully mine, and need clarification on the plan and policy. I would like to reinstate the policy that they said is lapsed and pay for it.

Business Response: May 11, 2016 BBB of Eastern MA, ME, RI, & VT *** ****** ***** ***** *** *** ************ ** ********** Re:       Insured:  ***** ** ****             BBB Complaint Number:  ********             Complainant:  ***** ****             Policy Number:  **********             Type of Coverage:  Individual Extra Value Whole Life Insurance             Underwriting Company Name:  Liberty Life Assurance Company of Boston             NAIC#:  ********** Dear Sir or Madam: I am writing in response to the complaint filed with the Better Business Bureau on April 29, 2016 by ***** ** ****.  In your letter, you requested that Liberty Life Assurance Company of Boston (“Liberty Life”) respond to all of Ms. ****’s concerns.  Ms. **** states that Liberty Mutual has refused to provide her with information regarding numerous policies. Ms. **** previously complained to Liberty Life and the California Department of Insurance.  Liberty Life responded to those concerns on April 11, 2016 and our position has not changed.  I have attached a copy of the letter sent to Ms. **** in response to her concerns.  Should you have any questions, please do not hesitate to contact us at the address below.  Sincerely, ******* ** ****** **. Manager, Regulatory Compliance Liberty Life Assurance Company of Boston *** ******* *** ****** ** *****

5/22/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I after 5yrs of being a member was unknowingly taken off auto pay and placed on mailed billing. Then charged a different amount and sent to an old address which i never got the bills. Once dropped Liberty mutual refused to admit fault and want to charge me a full yr only after paying the wrong amount billed. Now they have the nerved to send me to credit collection which leads to bad report on my credit for something that was clearly there fault. To top things off I have two claims that are still open and one of them haven't properly been investigated by my own ins co. to say the least

Desired Settlement: Written apology from tactics taken, dismissal of funds trying to collect, Prompt closure to my cases and retract from any and all collection agency on this matter not affect to my credit.

Business Response: Dear Mr. ******, This is in response to your May 6, 2016 correspondence to the Better Business Bureau. I am truly sorry your experience has been unfavorable and appreciate the opportunity to respond.  My hope is to provide the clarity you are looking for.First, I would like to provide a little background.  This policy was created on July 11, 2015 with an annual premium of $1,391.50 which included the $3.50 California Fraud Assessment Recoupment Surcharge.  There were twelve monthly Electronic Funds Transfer (EFT) payments of $115.67 ($1,391.50 divided by twelve) scheduled to pay your premium in full. With EFT, payment in arrears is permitted. Although your policy was effective on July 11, 2015, the first payment was not scheduled until August 3, 2015.  In addition, there were several changes to your policy that impacted your payment amount due.We received a $119.17 ($115.67 payment + $3.50 surcharge) EFT payment on August 3, 2015.   A $115.67 payment was received on September 1, 2015 and your balance was adjusted to $1,156.66. Effective September 10, 2015 we removed the 2007 ***** *** and added a 2007 *******.  This resulted in an annual premium revision from $1,391.50 to $1,346.50 and a credit of $37.49 applied to the policy balance for an adjusted balance due of $ $1,119.17.  Effective September 18, 2015 a 2004 ***** *** was added to the policy.  Your annual premium was revised from $1,346.50 to $1,828.25 and a prorated charge of $390.70 applied to the policy balance for an adjusted balance due of $1,509.87. We received three EFT payments; $111.92 in October, $156.59 in November and $155.17 in December.  You balance was adjusted to $1,086.19.Effective December 3, 2015, comprehensive and collision coverage was removed from the 2007 ******* and 2004 ***** ***. This resulted in an annual premium revision from $1,828.25 to $1,452.25 and a prorated credit of $226.72 applied to the policy. Your balance was adjusted to $859.47. On December 17, 2015, the $155.17 EFT payment from December 1, 2015 was returned unpaid. The policy balance was debited $155.17 for the returned payment and $25 returned payment fee was applied.  Your balance was adjusted to $1,039.64. Our records reflect that on December 2, 2015 a change was completed online through your eService account to stop EFT payments and start Recurring Credit Card (RCC) payments.  With RCC a $4 bill fee applies for each bill issued. We billed your credit card a $306.95 payment ($155.17 past due + $25 returned payment fee + $4 bill fee + $122.78 current month) on January 1, 2016.  However, this payment was declined. As a result, your policy was removed from RCC and placed on monthly direct bill. With this payment method customers will experience an increase in the monthly payment amount. This increase is due fewer billing cycles available prior to the expiration of their policy since we must allow for mailing time.  Instead of six remaining RCC payments there were only four bills ($785.52 divided by four) scheduled for the remainder of the policy term.  The annual premium remained the same.  As a one-time courtesy, the $25 returned payment fees was waived.  The balance was adjusted to $1,018.64.  In addition we received a $155.17 payment on January 11, 2016 and your balance due was adjusted to $863.47.  With the $25 waived fee and $155.17 payment, $180.17 of the $306.95 payment due was satisfied, leaving a balance due of $126.78.Effective February 2, 2016 the 2004 ***** *** was removed and a 2002 **** F-350 was added.  Your annual premium was adjusted from $1,452.25 to $1,564.25 and a $48.83 charge applied to the policy. Your balance was adjusted to $912.30. A $327.16 bill ($126.78 past due from January + $4 bill fee + $196.38 current month) issued to you on February 1, 2016 due February 21, 2016. No payment was received.  Therefore, a cancellation notice issued to you on February 24, 2016 advising that $327.16 was due prior to March 10, 2016 to avoid cancellation.  Since the $327.16 payment was not received, the policy cancelled effective March 10, 2016 for non-payment of premium.  After the cancellation, a $525.38 credit was applied to the policy balance for the unused portion of the policy term and the balance due was adjusted to $389.15.A $393.15 bill ($389.15 policy balance + $4 bill fee) was issued on March 17, 2016 due April 6, 2016. After the cancellation, three $4 bill fees were credited toward the policy balance and the amount due was adjusted to $381.15.When we did not receive payment, we forwarded the $381.15 balance to a third-party collections vendor, ****** ********** ********, on April 26, 2016 which is how all unpaid balances on cancelled policies are managed at Liberty Mutual.  I apologize if you were surprised by this course of action, but it is one we must take when we do not receive final payments on cancelled policies.I enclosed a billing history detailing all the transactions and confirming the balance due.Regarding your concerns with the billing method change to direct bill, this occurred only after we were unable to process the payment using the credit card account you provided.  With respect to bills issued to an old address, we issued the bills to the address you provided as listed on the Declarations and have no record of a request to change this address.  We have the expectation you would notify us if any changes are necessary.  I forwarded your feedback regarding your September 25, 2015 and February 12, 2016 claims to our claims department and the appropriate management will respond separately.  In the meantime, if you have any questions, please contact our claims department directly at ************.Regarding the resolution you requested, while I am truly sorry your experience has been unfavorable, I am unable to remove you from collections until the balance due is satisfied.  As long as the balance owed is resolved with us directly or with ****** ********** ******** on our behalf, your credit will not be affected.Mr. ******, I hope that I have addressed all of your concerns. If you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely,******** * ******Associate Customer Care SpecialistCustomer Care UnitPhone: ************  Fax: ************Enclosure

5/20/2016 Problems with Product/Service | Complaint Details Unavailable
5/18/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had an auto insurance policy with Liberty Mutual and the policy was a yearly policy. when they sent a letter stating it was time to renew for another year and the cost. I chose to go with another insurance company offering a better rate, therefore I did not renew my policy, the policy expired in December 2015. I spoke with a representative who called me about the policy, I informed this person that I was not renewing, This person called me twice and I told her both times I was not renewing my auto insurance with them and that I had already purchased another policy with another company. I received a bill in the mail for $230.00 for a new policy. I did not request or purchase a new policy with this company. I am not paying for services I did not request, and already had. they have forwarded this bill to a collection agency who are now harassing me for payment. I sent them a letter informing them I did not owe this. I do not believe an insurance company can force me to use there specific business. I do not owe them for any insurance after the policy expired. they were paid in full for the year that I was covered under them. Therefore they need to withdraw this bill they generated and sent to me and to the collection agency. Thank you for your assistance in this matter.

Desired Settlement: Withdraw the Bill from the collection agency and to void this bill as I do not owe them anything as i did not request or use there services.

Business Response: Dear Mrs. *******, This is in response to your May 9, 2016 correspondence to the Better Business Bureau.  I am truly sorry we have lost you as a customer but am happy to provide a response in the hope of providing you with the clarity you are looking for.First, I would like to provide a little background. Your renewal packet issued to you on October 30, 2015, over one month prior to the renewal date.  We were not advised you did not intend to renew.  Your automobile policy therefore renewed, as scheduled, on December 4, 2015 with an annual premium of $1,325 which included the $20 New York Motor Vehicle Law Enforcement fee due with the first installment.  You previously selected semi-annual billing and this billing method continued for the renewal term.  The first $672.50 bill for the renewal term issued to you November 23, 2015 due December 13, 2015.  When we did not receive payment, a $672.50 past due bill issued December 21, 2015 due January 10, 2016.  No payment was received.  Therefore, a cancellation notice issued to you on January 13, 2016 advising a minimum payment of $672.50 was required prior to February 2, 2016 to avoid cancellation.   When no payment was remitted, this policy cancelled effective February 2, 2016 for non-payment of premium. After the cancellation, a $1,100 credit was applied to the policy balance for the unused portion of the policy term and the balance due was adjusted to $225.  On February 29, 2016 we issued a $230 ($225 + $5 bill fee) bill due March 20, 2016.As we did not receive your final payment within 21 days of its due date, we forwarded the $230 balance to a third-party collections vendor, ****** ********** ********, which is how all unpaid balances on cancelled policies are managed at Liberty Mutual. I apologize if you were surprised by this course of action, but it is one we must take when we do not receive final payments on cancelled policies.  I enclosed a billing history detailing all the transactions. We spoke with you when the policy was pending cancellation and you indicated your new carrier would send us a cancellation notification; however, this document was never received.  Thank you for providing a copy of your new carrier’s Declarations page after we spoke on May 10, 2016.  The cancellation date will be amended to the December 4, 2015 renewal date and balance due adjusted to zero. *****. will be notified of this adjustment and there was no adverse credit reporting as a result of the prior collection activity.   Mrs. *******, again, we are truly sorry to have lost you as a customer.  I hope that I have answered all of your questions today.  If you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely,******** * ****** Associate Customer Care SpecialistCustomer Care UnitPhone: ************  Fax: ************

Consumer Response: 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 by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ***** *******

5/17/2016 Problems with Product/Service | Complaint Details Unavailable
5/16/2016 Problems with Product/Service | Complaint Details Unavailable
5/16/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 4/8/16 i was hit by a car. The driver had Liberty Mutual Insurance. Liberty called me on 4/12/16 stating they would cover the cost of the damage and provide a rental car which was under claim ********. I went to ***** ********* which was on their list of workshops and told them they had to start on a Monday per instructions from Liberty Mutual. The collision center said no worries and scheduled repairs for 4/15/16. On 4/15/16 as I was dropping off the car, ***** **** who is the adjustor called saying my rental car was not available because it wasnt a Monday. I told ***** **** that I specifically told the collision center this, but she said there must have been communication issues. I rescheduled repairs at another shop for a Monday as instructed on 4/25/16. When dropping the car off I was told the rental car would cost me at least $117.00 for insurance. Not once or at any time did ***** **** or anyone with Liberty Mutual insurance tell me I would have to pay out of pocket. The lack of clear communication is staggeringly bad. Now two weeks after I was hot my car has still jot been fixed.

Desired Settlement: Desired resolution is the cost of the car to be covered as was explained to me by Liberty Mutual.

Business Response: Thank you for giving me the opportunity to respond to the complaint regarding Mr. *******’s claim. It is my understanding the complaint is regarding American Fire and Casualty’s handling of the claim. This claim was reported to us on Friday, April 8th at 5:26pm.  The adjuster assigned, ****** ****, spoke with our insured at 11:17am on Monday, April 11th and confirmed that our insured driver had rear-ended Mr. *******.  She then contacted Mr. ******* via telephone at 11:32am.  She discussed the claims and rental process at that time.  That conversation included a discussion regarding when repairs were to begin (on a Monday or Tuesday) to mitigate rental costs.  Mr. ******* agreed to have his vehicle repaired at a network shop, ****** *********. Unfortunately, there was a miscommunication between Liberty and ******.  ****** informed Mr. ******* that he could drop his car off on a Thursday.  Since repairs would not be completed by Friday (requiring two days down-time over the weekend), Ms. **** declined to pay for the rental.  Mr. ******* confirmed he was aware of the Monday/Tuesday drop-off requirement, but was understandably confused when our network shop told him he could drop off on Thursday. Mr. ******* decided to repair through a different shop.  Ms. **** had previously set up a rental reservation through **********.  Typically, we do not pay for insurance on the rental car, unless the renter does not have physical damage insurance on their own vehicle, which transfers to the rental when their own car is in a shop for repairs.  Again, it appears there was a miscommunication between Mr. ******* and Ms. ****.  When Ms. **** understood that Mr. ******* did not have his own physical damage coverage, and once he’d provided her proof of this, she approved the additional insurance on the rental car. Ms. **** spoke with Mr. ******* on 5/2/16 and confirmed that the rental was in order and he was scheduled to drop his car off at ******* at 1pm that day.  We spoke with ******* today and confirmed vehicle repairs are ongoing.  Supplemental damage was found and the estimated completion date is 5/13/16.  Liberty will continue to pay for Mr. *******’s rental until repairs are completed.

5/16/2016 Problems with Product/Service
5/13/2016 Problems with Product/Service | Complaint Details Unavailable
5/13/2016 Problems with Product/Service | Complaint Details Unavailable
5/13/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I paid for LIBERTY MUTUAL GROUP to cover my two vehicles for almost 15 months and in the beginning I paid $141 for the first month, but then they took $152.75 from my account every month without calling me or letting me know. I called them about it, but they didn't have good customer service to solve the problem or a nice answer. Plus I had no problem with my driving record within the whole 15 months. Most people get a discount when they switch policies. So they owe me $176.25 + the discount. I am asking for a full refund of $2280.

Desired Settlement: A full refund of $2280.

Business Response: Dear Mr. ********, This is in response to your April 26, 2016 correspondence to the Better Business Bureau. We are sorry to have lost you as a customer.  I appreciate the opportunity to respond and hope to provide you with the clarity you are looking for.First, I would like to provide a little background.  Your automobile policy was created on December 20, 2014.  The policy term is one year so the initial policy term expired on December 20, 2015.  We do not have fifteen month contracts. While we always strive to give our customers the best price possible, sometimes factors like increasing costs of repairs, medical expenses, and extreme weather call for a review of our prices and your premium may change at renewal.We distribute the costs of automobile insurance fairly among policyholders by rewarding drivers with accident-free and conviction-free records with the lowest possible rates.  However, your own driving record and loss history are not the only factors that are considered when we determine your policy price. Regarding your concern that you were not contacted regarding the premium change, our records reflect you were notified.  Since you elected paperless documents, an email notification issued to you November 16, 2016, over one month prior to the renewal date confirming your renewal documents were available for viewing online through your eService account.  Included with the renewal packet was a Declarations page outlining the $1,833 annual premium along with an Electronic Funds Transfer (EFT) withdrawal notice advising the new monthly payment amount would be $152.75 ($1,833 divided by twelve) starting with the January 19,. 2016 EFT payment. We received three $152.75 EFT payments (January – March) and your balance was adjusted to $1,374.75. This policy was cancelled at your request effective April 1, 2016.  After the cancellation, a $1,322 credit was applied to the policy balance for the unused portion of the policy term.  This adjusted your balance to $52.75.  A final $56.75 bill ($52.75 balance + $4 bill fee) issued to you April 1, 2016 due April 21, 2016 reflecting the premium owed for coverage afforded through the cancellation date.  I enclosed a billing history detailing all the transactions and payments received.  The premium charged was appropriate based on the coverage provided.  There is no refund owed to you.  The $56.75 balance remains due.  Mr. ********, we are sorry you decided to cancel your automobile policy.  I hope that I have answered all of your questions today.  If you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely,******** * ******Associate Customer Care SpecialistCustomer Care UnitPhone: ************  Fax: ************Enclosure

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 # ********. Please add your rejection comments below.  No, this is not true.  I paid for 15 months because I pay monthly not yearly.  Nobody said anything about the extra charge that was going to be on my account and there is no reason I have to be charged.  I did call many times to find out what was going on and they always gave me the same thing, no answer or they didn't know.  They took a payment every month on the 18 or 17 and I do have my bank statement to show what I said. After 13 days I cancelled my account.  If you see their ads on TV they make everyone want to join their business.  They charged me more and they did not give me any discount when I switched like what they said on TV.  So they do own me money. Regards, ***** ********    

Business Response: Dear Mr. ********, This is in response to your additional correspondence to the Better Business Bureau.  I appreciate the opportunity to further respond.First, I would like to clarify my previous response.  I advised the policy term is one year so the initial policy term expired on December 20, 2015.  I explained that we do not have fifteen month contracts.  You had a twelve month contract and your premium may change at the expiration of the contract.  This policy renewed on December 20, 2015 and the renewal term was active three months and twelve days.  So while I understand your reference to fifteen months, we refer to each annual contract separately and I regret if this caused any confusion.  Secondly, your coverage for the renewal term was effective from December 20, 2015 – April 1, 2016.  This was more than three months.  If your renewal policy had been in effect exactly three months, coverage would have ended on March 20, 2016.  Instead, your policy was active almost two weeks longer.  Since the renewal policy was active for more than three months and we only received three monthly payments, the balance of $56.75 reflects the premium due for the additional time we provided coverage through April 1, 2016.  You also indicated concern with discounts received.  As itemized on the Declarations page, you received multiple discounts while your policy was active.   We appreciate your feedback regarding our commercials.  However, there are many factors that may impact the premium charged and we are unable to commit to the same premium year over year.  The premiums we charge are the rates needed to ensure we meet our financial obligations to our customers.  With respect to your concern that you did not receive prior notification of the premium change, I enclosed a copy of the email notification issued to you November 16, 2015, over one month prior to the renewal date, advising your renewal documents were available for viewing online. The premium charged was appropriate for the time we provided coverage.  There is no refund owed to you. The $56.75 balance remains due.  Mr. ********, while we regret we were unable to offer the resolution you had hoped for, we are grateful for the time you allowed us to provide your insurance and wish you the best in your future endeavors.Sincerely,******** * ******Associate Customer Care SpecialistCustomer Care UnitPhone: ************  Fax: ************ 

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 # ********. Please add your rejection comments below.  This is the same response when I call them for the problem it's always a game . Nothing new.  They took their payment on Mar 23 and I cancelled on April 1st,  so how do I owe money?  If they said they do not owe me money for the whole year, but they have to for the month that they took. So from 3/23/16 to 4/1/16, they took $152.75 so how do I owe them $56?  Usually they take the money ahead of each month, so I pay to be insured.  So they owe for the 20 days plus the price for me switching to their company.  They cannot take the whole month for just 10 days. Regards, ***** ********    

5/12/2016 Problems with Product/Service | Complaint Details Unavailable
5/9/2016 Problems with Product/Service
5/8/2016 Problems with Product/Service | Complaint Details Unavailable
5/7/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I received a letter from Liberty Mutual on/30/2015 asking me if I wanted to receive "Right Track". A plug-in device that is plugged in under the stirring wheel to measure how you drive. The paragraph in question states: If you choose to participate in Right Track, Liberty Mutual will base your discount on four key characteristics of you driving - hard braking, rapid acceleration, time of day and miles driven. YOUR PREMIUM CAN NEVER INCREASE BASED ON YOUR PARTICIPATION IN RIGHT TRACK. I used the plug-in and my premium was lowered by approx. $200. However, when I received my car insurance renewal papers, my yearly bill went from $922 to $993. I called the company and they gave me some lame excuse about cost of living, etc. When a company puts something in writing, they should live up to their promise.

Desired Settlement: I would like my premiums to go back to $922 and a rebate of what they have already overcharged me. Thank you.

Business Response: Dear Ms. ***********, This is in response to your April 29, 2016 correspondence to the Better Business Bureau.  I appreciate the opportunity to respond and hope to provide you with the clarity you are looking for.First of all, congratulations on your safe driving which resulted in a savings due to your enrollment in the RightTrack program!  When enrolled in RightTrack, our customers receive an initial enrollment discount of 5%.  After a 90-day review period our customers are eligible for a final RightTrack premium discount based on the usage data as recorded by the RightTrack device.  Effective July 5, 2015, the final RightTrack discount was applied to the policy and you received a 22% discount for the 2013 **** ******. You are correct that you premium will never increase due to enrollment in the RightTrack program.  However, your policy contract is for one year and there are other factors that may affect your premium at renewal.The initial policy term expired on March 27, 2016. Since you elected paperless documents, an email notification issued to you February 23, 2016, one month prior to the renewal date confirming your renewal documents were available for viewing online through your eService account.  The Declarations page and Electronic Funds Transfer (EFT) withdrawal notice included in your renewal packet confirmed the adjustment to your policy price and revised payment amount. While we always strive to give our customers the best price possible, sometimes factors like increasing costs of repairs, medical expenses, and extreme weather call for a review of our prices.Another factor in your renewal price change was the percentage amounts of your Early Shopper, New-to-Liberty Vehicle and New Move discounts decreased upon renewal.  These discounts gradually decrease each year as your policy ages. However, the RightTrack discount is valid for the life of the policy.  While we appreciate your concern, your policy term is for one year and your premium may subsequently be adjusted at renewal.  Liberty Mutual Insurance has been committed to providing quality insurance for over 100 years.  The premiums we charge are the rates needed to ensure we meet our financial obligations to all our Maine automobile customers.Ms. ***********, you are a valued customer, we thank you for allowing us to provide for your insurance needs.  I hope that I have addressed all of your concerns.  If you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you. Sincerely,******** * ******Associate Customer Care SpecialistCustomer Care UnitPhone: ************  Fax: ************

Consumer Response: 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 by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ******* ***********

5/7/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I received a letter stating that I was overpaid by $26.93 for short term disability benefits. There is no proof of this. The letter had grammatical errors and stated to mail the check in the enclosed envelope, which there was not one. The letter stated I was previously aware of the overpayment which I was not. I didn't receive a breakdown showing where this overpayment was made and do not believe there was actual overpayment on Liberty mutuals behalf. The letter also mentioned that I have 30 days to pay or will be sent to a collection agency in which it states I must pay by May 14th but just received the letter April 23rd.

Desired Settlement: Complete breakdown of payments and where overpayment was made and how income was calculated or for the amount overpaid to be dropped.

Business Response: Please be advised that your inquiry has been directed to a manager to contact you by telephone today to explain the overpayment on your claim. In addition, a revised letter will be sent to you explaining the overpayment in detail. Thank you for contacting us in order to allow us to address your service issue.

5/6/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I pay for insurance coverage through my employer. Liberty mutual is to be the provider. However I have called 10 times in the past 7 days. No alls back. They have not refunded me money that I have paid out of pocket for medical expenses that I have submitted. They have not approved (have not called back the clinics to authorize) medical appointments which were submitted to them WEEKS ago. They have no authorized purchase of medication although they have already received doctor's letter explaining why the medications were prescribed. I have kept record of all phone calls and attempts to reach them. They say they are overloaded with paperwork and will get back to me. My treatment is limited to 90 days and 30 day have already passed, yet no real attempt to communicate with me has been made from Liberty Mutual.

Desired Settlement: I expect proper communication from them and that they cover the expenses that they are required to by state law. I expect that they also communicate with my medical providers and approve the needed medications.

Business Response: February 18, 2016To:                   BBB Complaint ResponseRe:                   ******* ***********Date of Injury:  01/03/2016eStar Case#:    *************Attn:  To Whom it May ConcernMs. ***********’s claim was assigned to a new adjustor on February 10, 2016.  The new adjustor has since been in contact with Ms. *********** and has resolved all outstanding issues regarding her indemnity and medical benefits.  If you would like to discuss further, please feel free to call me at ************.Thank You,**** ******* | Claims Team Manager Liberty Mutual Insurance/Helmsman Management ServicesCommercial Insurance Claims Workers’ Compensation – ******* *******, IL(P) ************ (P) ************ Ext *****  (F) ******************************************Mailing address: ** *** ***** ******* ** *****

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 # ********

Liberty Mutual reached out to me, however they did not resolve the issue. I have tried to contact them multiple times- to no avail. I am left with unpaid medical bills, medical expenses that have yet to be refunded and have continued to miss doctor appointments due to their inability to contact the doctor office to confirm that I have coverage.

Liberty Mutual’s inability to contact me, my case manager, or my clinics for appointments has been frustrating and endlessly burdensome. I have since decided to hire a lawyer with the hope that Liberty Mutual will begin to complete their expected tasks.

I hope that this case is reopened for further investigation into Liberty Mutual's horrendous business practices. 

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


 

 

Regards,

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

 

 

Business Response:

I have reviewed Ms. ***********'s file in detail.  There are no unpaid medical bills on her claim.  I have confirmed with the Qualified Rehab Consultant on the file that there is possibly one outstanding request, which is approval for an Exam at Bright Eyes.  We have since reached out to Bright Eyes whom indicated they do not have any outstanding requests in their system.  We have left a message for the office manager to confirm this is the case.  Ms. *********** has since retained an attorney, so moving forward we will work directly with her attorney.

 

Thank You,

**** ******* | Claims Team Manager
Liberty Mutual Insurance/Helmsman Management Services

Commercial Insurance Claims

Workers’ Compensation – ******* ******** **

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

(** ************

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

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 # ********

[There are still outstanding issues to be resolved with my attorney.]

Regards,

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

 

 

Business Response:

To Whom it May Concern:

 

Ms. ***********'s claim is going through the Workers' Compensation Process.  She is represented by an attorney of whom we are working with to resolve outstanding issues.  We currently have Ms. ************* scheduled for an Independent Medical Exam for May 11, 2016 with Dr. ******* ********.  All of the outstanding issues will not be resolved until we have our opinion from our IME physician, Dr. ********.  Once this opinion is obtained, we will make a determination as to whether we will or won't approve ongoing treatment.  Either way, this will be addressed and handled directly with her attorney.

 

Thank you,

**** ******* | Claims Team Manager
Liberty Mutual Insurance/Helmsman Management Services

Commercial Insurance Claims

Workers’ Compensation – ******* ******** **

(** ************ *** ************ *** *****  *** ************ ******************************

Mailing address: ** *** ***** ******* ** *****

5/6/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have an Auto and Home insurance policy with Liberty Mutual and I have been a great customer with them so far. I received a letter from them on January 20, 2016 stating that there was an inspection done since they do that periodically and they noted some risks and issues with the home and requested me to fix it and be completed by February 20, 2016. Once it was done they wanted me to send them pictures of the areas where they wanted me to fix to them so that they can see it was fixed and no longer an issue and my policy would remain in effect. They instructed in the letter and I quote "However, failure to make these changes or repairs may constitute substantial or material increase in risk that may result in the cancellation or non-renewal of your policy. I have receipts dated that I purchased the necessary parts to fix the issues they requested I also took pictures and went ahead and sent it to them before the 20th. They for the longest time denied that they had received any pictures from me when I kept sending it to them, the local representative that they have here for me sucks so bad that I can't even get a hold of him at all and they should have that noted on my account with the fact that I call the 1-800 number to complain about my agent and request a new one and nothing has ever been done about it. I even sent an email 3 times and the last time I sent the email I received an automatic email from liberty mutual themselves saying this is an automatic reply confirming that I they have received my documents and once the correct department had received it I would get a call back from them and that it would take them 24-48hrs. I never did, in fact I received another email from them stating that they never received anything. Now I get my policy cancelled because I failed to do so and that to them the underwriters have decided that I am a "liability risk" for them and that they cannot and decline to insure us. Only because I supposeably failed to show them the issues they were concerned were fixed. I called an agent yesterday 4-5-16 and she was the most rudest supervisor ever. She kept stating that I was a risk for them and I kept asking her why and she couldn't tell me, it's so sad that after being an owner of that house for such a long time I have never had to claim anything with my previous home insurance and for that matter with any of my other homes that I own. She told me that they never sent out a letter stating that if I fix the issues they would not cancel my policy basically calling me a liar, and I said well if I didn't receive a letter like that then why would I fix those issues quickly to avoid getting a cancellation? I did my part and did what I was asked to do and they still declined and cancelled my policy.

Desired Settlement: I would like them to reinstate my policy to the way it was with my existing rate. I even paid my policy in full to avoid any monthly payments. That's how great of a customer I was, and for them to treat me like this? If this is how they want to treat me, especially that so called "Supervisor" that spoke with me yesterday with such a horrible attitude then I would want to take my auto insurance somewhere else that's not Liberty Mutual and you to loose a full customer only because of this incident. I want an apology for being called a "high liability risk" when I'm not and I cooperated with them when they needed me to fix stuff at my home for their benefit and mine as well to keep my policy. Reinstate my policy and a apology.

Business Response: Dear Mr. ****, Thank you for sending your inquiry regarding your homeowners policy, policy #*****************. This confirms that the policy was non-renewed on April 6, 2016.  A recent inspection of the property noted concerns with the lack of ongoing preventative maintenance that could lead to future losses and which does not meet our underwriting guidelines.  Specifically, the following items were noted: Front side exterior siding has peeling paint. Rear side exterior needs painted around window and door. Rear side window is broken. Front and rear side has discarded appliances. Left, right and rear side has debris/trash. On January 20, 2016, we requested that the repairs for the items above be completed by February 20, 2016. We also asked for confirmation of the completion of the repairs be provided by that date and included a return envelope for you to return the confirmation in. In your complaint, you stated that you submitted the proof of the repairs before February 20, 2016. Our records do not show that we received confirmation of the repairs by that date. Accordingly, we non-renewed your policy on April 6, 2016.  If you have proof that you sent in the documentation before February 20, 2016, please submit that information to us for review. We will review any information sent to us to determine whether or not a reinstatement of your policy is possible. We thank you for your understanding in this matter. Sincerely, **** ******* **. Business Analyst

5/6/2016 Problems with Product/Service
5/3/2016 Billing/Collection Issues | Complaint Details Unavailable
5/2/2016 Problems with Product/Service | Complaint Details Unavailable
5/2/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I dispute the validity of this debt, I do not owe this debt in the amount of 1115.25 I was not covered by Lliberty mutual for my new car I purchased I do not owe 1115.25. I have sent complaints to the following government agency, Insurance commissioner for the state of tennessee, consumer financial protection bureau, tennessee office of the attorney general, federal trade commissioner and governor of tennessee. I reiterate I dispute the validity of this debt.

Desired Settlement: I dispute the validity of this debt, I do not owe this I did not have car insurance with liberty mutual from december 2015 thru april 2016, I need a letter from liberty mutual stating the fact that liberty mutual has ceased collecting this debt 1115.25, because Ii do not owe this debt, I prefer a hard copy letter sent to me in the mail, please Ii will also be waiting for responses from the government agencies that I have sent a complaint to, office of the attorney general tennessee, governor of tennessee, consumer financial protection bureau, state of tennessee insurance commissioner, federal trade commissioner and of course the better business bureau.

Business Response: Dear Ms. ******,This is in response to your correspondence received through the Better Business Bureau on April 22, 2016 regarding your automobile and tenant policies.  I am truly sorry we have lost you as a customer and appreciate the opportunity to respond.  I will provide a little background on how we arrived at the balance due.Personal Automobile PolicyThis policy initiated effective October 24, 2013 and subsequently renewed each year, most recently October 24, 2015 with an annual premium of $3,621.  Following the October 24, 2015 renewal you added an operator to this policy effective October 28, 2015 which resulted in a pro-rated premium of $53 and the policy balance was adjusted to $3,674.  We received one EFT payment totaling $306.17 ($3,674 divided by 12 with the final payment adjusted a few cents), this reduced the balance remaining to $3,367.83.We added the 2011 **** **** effective November 5, 2015 which resulted in a prorated debit of $1,287 and adjusted balance due of $4,654.83. Since we did not receive notification of your intent to cancel and no additional payments were applied, this policy eventually cancelled for non-payment of premium effective February 5, 2016.  After cancellation, a $3,591 pro-rated credit was applied to the policy balance for an adjusted balance due of $1,063.83. A final $1,063.83 bill issued to you February 11, 2016 due March 2, 2016. Tenant PolicyThis policy also initiated October 24, 2013 and like the automobile policy renewed each year, most recently October 24, 2015 with an annual premium of $259.  The payment schedule was the same as for the automobile policy. We received one $21.58 EFT payment and the balance adjusted to $237.42. Since no additional payments were applied, this policy also cancelled for non-payment of premium effective February 5, 2016.  After the cancellation credit of $186 for the unused portion of the policy term the balance due adjusted to $51.42.  We billed you for this amount on February 11, 2016 with a due date of March 2, 2016. SummaryAs we did not receive your final payments within 21 days of the due date, we forwarded the balances totaling $1,115.25 to a third-party collections vendor, ****** ********** ********, which is how all unpaid balances on cancelled policies are managed at Liberty Mutual. I apologize if you were surprised by this course of action, but it is one we must take when we do not receive final payments on cancelled policies.Thank you for taking the time to speak with me April 25, 2016 so I could obtain information regarding the effective date of your new insurance policies.  I have amended the cancellation dates to December 4, 2015 to reflect the date you secured alternate coverage.  The balances due have been adjusted accordingly.  Since your policies were active approximately 1 ½ months (6 weeks); yet, only one monthly payment was received, there will be a residual balance due for each policy.  However, your policies will be removed from collections and additional time will be allowed for payment remittance as revised bills will issue to you with a due date of twenty days after issuance. I also mailed a copy of this correspondence to the address on file in response to your request for a letter.  Ms. ******, we are sorry to have lost you as a customer. I hope my response provides the clarity you are looking for. I included billing histories for your review. If you have further questions or concerns, please contact me directly.  I will be happy to assist you.Sincerely,***** * ****Associate Customer Care SpecialistCustomer Care UnitTele: **************Fax: **************<Attachment>

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 # ********. Please add your rejection comments below.  I will file a official complaint with the department of insurance and let the department of insurance settle this dispute its not possible to have two car insurance companies at once Regards, ***** ******    

5/2/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have had my auto policy with Liberty Mutual for over 5 year and **** ****** is my agent. Over the years, **** has called me multiple times and I have referred over 10 clients that switched their insurance to him. I have always used online banking to make auto payments and pay for 6 months in advance. In April of 2015, I connected with **** as I was buying a new house. We agreed on a policy to get my home owners insurance through him as well. Of course, this was done and warranted an address change as we moved to the new house. Moving forward to April of 2016. I got a letter from the MVA saying that I don't have auto insurance and due to the lapse in coverage for almost 3 months, I would need to provide proof and pay heavy fines and also get this on my insurance record. I called Liberty Mutual 6 times including connecting with ****. I found out that my auto payment did not go through in January and since my address wasn't changed by **** either, no notifications were sent to me directly. **** and the company did not bother to call me after being such a loyal and great customer. They cancelled my insurance. Now, they made me sign up for a new insurance policy costing 1,000 more than before due to the lapse in coverage and also making me pay over 1,000 in fines with the MVA. I find this to be an abuse of customers. I was used when needed and now due to the company's error, I am being penalized by almost 2k dollars and a bad record on my credit. I have escalated this with the company and even though the promised a call from a supervisor, I have not received anything. Abuse of customers at its best

Desired Settlement: I need a senior person to contact me and either backdate my insurance or pay the MVA fines. I also don't want the lapse of insurance reported on my insurance records. Thank you

Business Response: Dear Mr. ******, This is in response to the April 13, 2016 correspondence to the Better Business Bureau regarding your automobile policy.  I appreciate the opportunity to respond to your concerns.  Thank you for taking the time to speak with me on April 21, 2016.We are truly sorry for your unfavorable experience.  It is our expectation that all our representatives are responsive to our customers and your service experience will be addressed with the appropriate management.While we acknowledge your concern with your address, our records reflect we also emailed the bills to your email address on file.  I regret this did not prevent the issue you encountered.As we discussed, we appreciate your loyalty as well as your prior good payment history. We have elected to make a one-time exception and reinstate your policy effective the January 3, 2016 renewal date.  A payment of $760.76 was processed in order to bring the policy current.  The address was updated to reflect your current residence which resulted in a pro-rated premium charge of $62.  Your next bill is scheduled to issue June 3, 2016 for $836.24 due June 23, 2016.Please contact the Maryland Motor Vehicle Association to confirm they no longer reflect a lapse in coverage and I anticipate this will resolve any fees previously assessed.Ms. ******, thank you again for reaching out with your questions and comments about your policy.  As a valued customer, I hope that I have answered all of your questions today. If not, please feel free to contact me directly at ***** ******** or by email at **************************** and I will be more than happy to assist you.Sincerely,***** * ****Associate Customer Care SpecialistCustomer Care UnitPersonal Insurance Distributions OperationsTele: **************Fax: **************

5/2/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased the insurance by phone from a ***** ****** in the Phoenix Direct Response Center in October of 2015. I was told that if I signed up for defensive driving course I would get a discount. I did it immediately and sent in a copy of my proof of taking the class to Liberty Mutual. I was told by customer service I had to send it by mail. After sending it I never heard from Liberty Mutual so I complained and got another address to send it to Liberty Mutual Insurance at this address: Liberty Mutual Insurance Attn: Internet Team/*** ** *** *** ********* ** ***** I sent a second one to that address and never heard back. When I called that location, they did not have a copy. I then spoke to ***** who said send it directly to him at Liberty Mutual. I did and he never got it. I included in that also the plastic thing I had in my car to get even more money off. I am outraged at this company. I am 62 years of age, a retired lawyer and have never in my life been through this. I am going to shop for a different insurance carrier. This is outrageous. I want to hear from an executive at Liberty Mutual. I want my money back!

Desired Settlement: I want a complete refund. This is outrageous.

Business Response: RE: Personal Automobile Policy:  ***************** LM General Insurance Company NAIC:  **********            Dear Ms. ****, This is in response to your April 12, 2016 correspondence to the Better Business Bureau. Since I respond to our customers on behalf of our corporate office and executives, I have been asked to respond to your concerns and I appreciate the opportunity. Please accept my apology the process did not go smoothly for you when attempting to apply the Accident Prevent Course (APC) discount. It is our intent that all documents that are received in any of our offices be afforded the appropriate attention and handled accordingly. I regret this is not consistent with what you described. Liberty Mutual Insurance offers an APC discount in accordance with the Point & Insurance Reduction Program (PIRP) in the state of New York. In order for us to apply the discount to the policy, we require that we receive a copy of the completion certificate for the course. As long as a copy of the certificate is legible, we do accept email and facsimile copies of the certificate in addition to the option to mail it to us. While we regret that the certificate has not been received, we are unable to provide the discount without receiving a copy of the certificate. Our records reflect we spoke with the course provider on April 12, 2016 and they agreed to mail us a copy of the certificate. Upon receipt of the certificate, we are happy to apply the discount and adjust the premium accordingly.    In regard to your request for a complete refund, we do not desire to see a valued customer leave Liberty Mutual. However, upon cancellation of the policy, a pro-rata refund for any unearned premium collected will be issued to you. At this point, your policy remains active and no refund is warranted. Ms. ****, we regret your experience has not met your expectations. We hope that you choose to remain with Liberty Mutual going forward and will strive to provide you with the excellent customer service you deserve. If you have any further questions, please feel free to contact me directly. I will be happy to assist you. Sincerely, ***** *******Associate Customer Care Specialist Customer Care Unit ** *** *** ********** ** ***** ******************************* ****** ************  **** ************

4/30/2016 Problems with Product/Service | Complaint Details Unavailable
4/30/2016 Problems with Product/Service | Complaint Details Unavailable
4/29/2016 Problems with Product/Service | Complaint Details Unavailable
4/29/2016 Problems with Product/Service | Complaint Details Unavailable
4/27/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am a victim of identity theft beginning Oct 2015. I was contacted via mail March 2016 by Credit Collection Services for a debt incurred Oct 26, 2015 to Jan 5, 2016 for a location on ******* ** in ******** GA according to the customer service representative. During this conversation I explained I just retired from the Army and was a victim of identity theft and currently have a security freeze on my credit. I was told to send in a Letter of Dispute and the police report validating the information. The documents requested were submitted to the required office to include a letter from the credit agency confirming I was a victim of identity theft. I received an updated letter from Credit Collection Services stating that the information they received was verified, but was not sufficient, therefore I am still responsible for the debt. A fraud alert was put on my credit report on 6 Oct 2015 and a security freeze initiated 13 Oct 2015, all of this was prior to ******* ****** issuing an account to the individuals. If ******* ****** would have ran the proper credit checks they would have seen the fraud alert or as the other companies, (all of which were online), were able to identify that the information received did not match so they contacted me or did not issue credit for that reason. ******* ****** being a reputable company should have taken the required steps to verify identity. I should not be held liable for this debt when all the information provided verifies my address to include the police report that clearly shows the dates 10/6/15 to 11/3/15. On 18 Apr 16, I spoke with Credit Collection Services again and was told ******* ****** currently requires additional documents to include sending a copy of my social security card, which is absurd considering I am a victim of identity theft.

Desired Settlement: I want to be released from any association with this debt and not be placed on my credit report.

Business Response:  Dear Ms. *******,This is in response to the April 19, 2016 correspondence to the Better Business Bureau.  We value our members of the military who dedicate their lives to serving our country and I am sorry to hear of the difficult circumstances you encountered.  I was asked to review and respond to your concerns.  My attempt to contact you by telephone was unsuccessful.  I appreciate the opportunity to respond in writing and hope to provide you with the clarity you are looking for.Our records reflect that a tenant quote was initiated online on October 25, 2015 using our internet quoting system which allows users to enter their personal information, details regarding their personal property and select their own coverage limits. This quote was initiated online independent of the involvement of any of our sales representatives.  Based on the information you provided, along with your assertion that you did not have any intention to set up this policy, we cancelled the policy back to the inception date.  Since the cancellation date was retroactive to October 26, 2015, there is no outstanding balance. Credit Collection Services (C.C.S.) will be notified of the adjustment and this policy was removed from collections.  There will be no adverse credit reporting as a result of the prior collection activity.  Ms. *******, we regret the inconvenience this matter has caused and hope you enjoy your retirement.  If you have any further questions or concerns, please contact me directly.  I will be happy to assist you.Sincerely,******** * ******Associate Customer Care Specialist, Customer Care UnitPhone: ************  Fax: ************

Consumer Response: 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 by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ****** *******

4/27/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
4/26/2016 Problems with Product/Service
4/25/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On April 2nd I talked with a Liberty Mutual agent about switching my car and homeowners insurance. I originally switched my car insurance over. (i cancelled the next day because my agent of 30 years provided a much better rate). I have no problem with this part. The homeowners portion was never electronically signed and I did not get a policy. On April 13th I received a letter from my mortgage holder stating that Liberty Mutual sent them an invoice and they paid it - leaving me with my original insurance policy and a Liberty Mutual policy that I never authorized. I called Liberty Mutual and was told that they have not been paid so they cant refund me. BUT - I have the group payment check number and cleared date from my mortgage holder. This has made my mortgage escrow 838.00 short. I need this addressed immediately - I did not sign for this policy and should not have been billed for it.

Desired Settlement: I need this refund processed right away and sent overnight to me so that I may pay back my escrow account.

Business Response: Dear Mrs. ******,This is in response to the April 19, 2016 correspondence to the Better Business Bureau.  I have been asked to respond to your concerns and appreciate the opportunity.This policy was implemented on April 2, 2016, scheduled to be effective April 24, 2016.  Your policy documents automatically produce and issue to you at the policy inception.  A signature is not required to bind the policy.  The policy is implemented based on the contract issued. In addition, a copy of your Declarations page will issue to any mortgagee listed on the policy since they have an insurable interest in the home.  When you spoke with our service representative on April 4, 2016 to advise that you were staying with your current carrier, we cancelled the policy effective the inception date.  So the policy never went into effect.Although we never billed your mortgagee, we received a $838 payment from them on April 12, 2016.  Since your policy was cancelled, we issued an $838 refund check to you on April 14, 2016.   Please allow approximately two weeks for receipt. Mrs. ******, we regret the inconvenience this matter has caused.  If you have any further questions or concerns, please contact me directly.  I will be happy to assist you.Sincerely********* * ******Associate Customer Care SpecialistCustomer Care UnitPersonal Insurance Distribution OperationsPhone: ************  Fax: ************

Consumer Response: I have received the refund today and am satisfied. 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 by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ******** ******

4/25/2016 Billing/Collection Issues
4/23/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My rate increased to $3200 due to a claim that was submitted for a break in. I have a police report. I cannot understand why my rate would increase this only being my first claim. Also my credit has suffered due to circumstances of my divorce. I do not feel like I am being charge a fair rate. I've called and asked if the rate can be lowered and they are unable to do this.

Desired Settlement: I would like Liberty Mutual to lower my rate and refund the amount paid using the current rate adjusted. I do not feel my rate should increase due to my credit score. I pay my bill regularly and it is never late. Also my rate should not increase due to a claim. I cannot help that my house was robbed. This was the only claim I have ever claimed. The rate increase made my house payment go up $300 per month.

Business Response: Dear Mr. ******, This is in response to the April 4, 2016 correspondence to the Better Business Bureau. I have been asked to respond and I appreciate the opportunity.   I see that you have some questions about your most current policy price, which I am happy to address for you. At Liberty Mutual, we always strive to give our customers the best price possible—but sometimes factors like increasing costs of repairs, medical expenses, and extreme weather call for a review of our prices.In addition there are some discounts that decrease over time on your homeowner policy.   The Early Shopper, New Roof and Recent Home Buyer discounts are applicable to your homeowner policy and gradually decrease at each renewal.  In addition, the dwelling coverage increased upon renewal. In 2014, you carried $211,200 in dwelling coverage which was increased to $215,400 due to the optional Inflation Protection endorsement included on your policy. This endorsement automatically adjusts your dwelling amount, if needed, at each renewal in anticipation of any expected changes in the cost to repair your house as construction and labor costs increase. However, you also receive a credit on your policy with this endorsement.As you indicated in your correspondence, the January 22, 2015 claim is also impacting your premium.  On your 2014 policy year you were receiving a Claims Free discount which was removed effective the 2015 renewal due to this loss.  A claim or prior loss which results in a paid loss of $500 in excess of the applicable policy deductible may be considered when determining your policy price. The first qualified claim is forgiven for policyholders who have had uninterrupted homeowner coverage with Liberty Mutual Insurance for the past five years, with no qualified claims in that five year period; however, this policy initiated June 15, 2011 and had not yet met the five year period requirement.  When determining your premium, we consider multiple factors in addition to your claims history.  We also consider your credit history and property characteristics among other factors. With that said, customers are advised they may request a re-evaluation of their policy if they choose. This information was included with your renewal packet, which issued to you on May 11, 2015. Current customers are not automatically required to have their policies re-evaluated each year, since there is a possibility you could end up paying a higher premium as a result. A re-evaluation of your policy requires your approval, as it entails retrieving up-to-date rating factors and obtaining a new insurance score for a complete view of your most current information. Changes to your credit following the policy initiation (June 15, 2012) would likely not have a favorable impact to your policy premium if a re-evaluation was completed.  However, if you have further questions about this process, please contact me directly.  Mr. ******, I thank you again for reaching out with your questions and comments about your new policy price.  As a valued customer, I hope that I have answered all of your questions today. If not, please also feel free to contact me at (**** ******** or by email at **************************** and I will be more than happy to assist you.Sincerely,***** * ****Associate Customer Care SpecialistCustomer Care UnitPersonal Insurance Distributions OperationsTele: **************Fax: **************

4/22/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am liberty mutual insurance customer since July 2001. I insured 2 autos, 2 drivers and a my house all covered by liberty mutual insurance. I signed up ebilling for both auto and home insurance and paid all premiums on-time last 15 years. My insurance prices constantly gone up despite clean driving record and no claims over 15 years, and they reached peak of $5200 for auto insurance in 2015. I decided to change shift my auto insurance to state farm in October 2015 then liberty came back and reduced my auto insurance to $2700 from $5200 with same coverage. I was happy to continue the insurance and accepted new quote. But after changing insurance premium, the ebills stopped arriving and also no paper bills arrived to my home or bank. As a result of this I am not aware of the cancellation of my auto policy.. By the time I realized the policy is cancelled for 2 months. When I requested for reinstatement the policy - now liberty wants me to pay $9500 for the auto insurance. This is really bad and they forgotten my good standing with the company for a fault that is not totally is my own. They never agreed to reduce my quote until I brought a competitive quote from state farm. They increased my insurance at a ridiculous levels without giving proper reasons. They have become greedy and lost my business permanently.

Desired Settlement: I want liberty to review last 15 years of my policies and let me know if they have quoted high premiums and return all the excess premiums they charged

Business Response: Dear Mr. ***********,This is in response to your March 21, 2016 correspondence to the Better Business Bureau. We are truly sorry your experience was unfavorable.  I appreciate the opportunity to respond and hope to provide you with the clarity you are looking for.At Liberty Mutual, we always strive to give our customers the best price possible—but sometimes factors like increasing costs of repairs, medical expenses, and extreme weather call for a review of our prices. When determining your policy price, we consider many factors such as your credit history, claims history and auto characteristics.  With that said, customers are advised they may request a re-evaluation of their policy using these same factors each year if they choose. This information was included with your renewal packet, which was issued to you on August 21, 2015.  Current customers are not automatically required to have their policies re-evaluated each year, since there is a possibility you could end up paying a higher premium as a result. Please note that a re-evaluation of your policy requires your approval, as it entails obtaining a new insurance score for a complete view of your most current information. At your request, we re-evaluated your policy after you contacted us about your price. Our re-evaluation resulted in a lower price, and a new policy was written for you effective September 30, 2015 with a premium of $3,204; this amount included a $29 New Jersey Property-Liability Insurance Guaranty Association surcharge.We transferred a $435.73 credit from your previous policy to your new policy once it was rewritten and your balance was adjusted to $2,768.27.You indicated that you had been set up for ebilling; however our records do not reflect that you were using our eService or that payments were being made online through our website.  The payments were received through your financial institution.Your policy was set up on direct bill, after the first bill a $6 bill fee applies to each bill issued.   A $276.83 ($2,768.27 divided by ten) bill issued to you on September 30, 2015 due October 20, 2015. A $276.83 payment was received on October 15, 2015 and your balance was adjusted to $2,491.44. We issued a $282.83 bill October 30, 2015 due November 19, 2015. When this bill was not paid, a $565.66 past due bill issued to you November 30, 2015 due December 20, 2015 ($282.83 current amount, plus past due $282.83 amount).  No payment was received.  Therefore, a cancellation notice issued to you on December 23, 2015 advising that $565.66 was due prior to January 12, 2016 to avoid cancellation.   When we did not receive this payment the policy cancelled effective January 12, 2016 for non-payment of premium.  After the cancellation, a $2,299 credit was applied to the policy balance for the unused portion of the policy term and the balance due was adjusted to $204.44.  On January 19, 2016 we issued a $204.44 bill due February 8, 2016. We received a $204.44 payment on February 11, 2016.In addition, we received a $500 payment on March 9, 2016.  However, your policy was already cancelled.  A $500 refund check issued to you on March 11, 2016.   Please allow two weeks for receipt.  I enclosed a billing history detailing all the transactions.When you contacted us on March 18, 2016 your automobile policy had already been cancelled for over two months so we were no longer able to reinstate the policy.  At this time, we offered to quote a new policy.  As you referenced, the quote was higher.  If there is lapse is insurance coverage, it may be a factor in the price quoted.  Regarding our prices as compared to alternate carriers, each insurer rates policies according to their own rating practices.  The rating practices and collective loss experience differ.  Liberty Mutual Insurance has been committed to providing quality insurance for over one hundred years.  We strive to provide the lowest price possible while also ensuring we will be there when our customers need us most. Mr. ***********, again, I am sorry your experience has been unfavorable.  We appreciate the time you allowed us to provide for your insurance needs. I hope that I have answered all of your questions today.  If you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely,******** * ****** Associate Customer Care SpecialistCustomer Care UnitPhone: ************  Fax: ************Enclosures

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 # ********. Please add your rejection comments below. i requested reevaluation of my policy and premium every year. You may want to go back and review the call history on my policy for last 15 years. From my available phone records of last 18 months, I placed 2 calls for policy review ion 2nd October 2014 and 30th September 2015. The October 2nd call review came out no change but because I threatened to move policy to state farm, liberty now carefully reviewed and reduced the premium on September 2015. Basically your policy review is very subjective and deceiving. You guys only do proper review only if the customer has a competitive rate from other providers. By the way my credit history is always excellent.secondly I am not sure whether you review is correct and through. I think you just picked last 2 transactions and framed your response. This shows gross negligence on your part in addressing my grievance. Understand I am the victim of your insurance company for having my policies with liberty for 15 years. Here is why I think you did a lousy review. I have signed up ebills for long ago and I receive the ebills each month to my personal email address and also to my financial institute. But you say your system doesn't show that ebills were setup. So this makes me think either it is a bug in your system or you don't know extracting the proper information out of the system. It is clear indication to me is that your response lacks credibility to trust and close the issue. I also believe the front people who perform the policies review the system doesn't take all information to give proper value to the policy holders and that is the reason why I was told the premiums are properly valued but the story changed after I have a competitive bid.  I once gain please check my phone calls and respond me back with credible details. Lastly it is a common sense when the customer pay his premiums the on on-time each month for last 15 years irrespective of premium value and payments suddenly stopped after reduction in premiums. A company that values their customer would attempt to give a phone call to the customer before canceling the policy. Your company failed to upheld highest standards in providing satisfactory customer service. You choose to cause pain to me by canceling the premium with a intention to charge higher premiums. It is shameful act. Regards, ******* ***********    

Business Response: Dear Mr. ***********,This is in response to your additional correspondence to the Better Business Bureau. I appreciate the opportunity to respond further.While we are always happy to review your policy with you for any opportunities for savings, a re-evaluation requires your approval, as we retrieve consumer reporting information and need your permission to do so.  When we determine premium, we look at multiple factors, not only your insurance score. As mentioned in our previous response, a re-evaluation quote is not always favorable.  If the quote is favorable, we cancel the existing policy and implement a new policy based on the up-to-date rating information. I reviewed the prior years’ records as you requested. Our records reflect we completed a re-evaluation in 2014 which resulted in a higher premium quoted. We advised you on October 2, 2014 that the results were unfavorable and therefore this option was not pursued.Regarding your concern with ebilling, I regret if our previous explanation was misconstrued.  You remitted payments online through your financial institution, not through your online account with us.  I reviewed your prior payment history since for the auto policy referenced above along with your previous auto policy since the 2013 policy term and our online payment system was not used to remit payments.  Our records reflect bills issued to you regarding the premium due for your more recent auto policy on September 30, 2015, October 30, 2015 and November 30, 2015. We received one payment in response to the first bill issued.  However, after two months elapsed with no payment, the cancellation notice issued to you on December 23, 2015 and your policy subsequently cancelled effective January 12, 2016.  The cancellation notice is mailed to you and the mail was logged with the post office.  Although a recipient signature is not required, we receive confirmation from the post office the mail was sent.  We appreciate your feedback on how you would have preferred a telephone call in addition to the notification we sent by mail.  Our customers’ feedback is important to us and we are always looking for ways to improve our service in the future. Mr. ***********, it was not our intention to disappoint a valued customer.  While we regret we were unable to offer the resolution you had hoped for, we are grateful for the time you allowed us to provide your insurance and wish you the best in your future endeavors.Sincerely,****** *******Customer Care Case ManagerCustomer Care Unitphone: ************ fax: ************

4/19/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Liberty Mutual wrote a Homeowners Policy for a house that we were renovating. The policy was written in 8/2015 for one year. We received an email notice that the company was processing a refund to our credit card on 4/2/16. I called the agent who said he was not aware of any change in the policy. After checking he noted that the policy was cancelled because the renovation was not complete. We received one notice a few months ago that indicated that they would inspect the property. We did not receive any other notice from the company regarding the policy.

Desired Settlement: Refund of the entire policy.

Business Response: April 12, 2016 BBB serving Eastern Massachusetts, Maine, Rhode Island and Vermont RE: Complaint #: ******** Homeowner’s Policy Liberty Insurance Corporation: NAIC ********** Dear Better Business Bureau: Thank you for sending your inquiry regarding the above referenced policy. This confirms that the policy was cancelled effective April 1, 2016. A cancellation notice was sent on February 11, 2016. The customer asks for a full premium refund of $1,085. However, this was the premium for the full one-year term. As the policy was in effect from August 21, 2015 to April 1, 2016, we refunded the unearned premium (April 2, 2016 to August 21, 2016). The customer only paid for the number of days (out of the full policy year) that the policy was in effect. I hope this information provides clarity regarding our decision and the premium refund. Sincerely, ****** **** **. Compliance Analyst

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 # ********. Please add your rejection comments below.   Liberty Mutual did not notify me of cancelation of the policy.  We had to emergently get another homeowners policy which cost us double the premium. Regards, ***** ******    

Business Response: April 15, 2016 BBB serving Eastern Massachusetts, Maine, Rhode Island and Vermont RE: Complaint #: ******** Homeowner’s Policy Liberty Insurance Corporation: NAIC ********** To Whom It May Concern: Thank you for sending your inquiry regarding the above referenced policy. Our records (proof of mailing) shows that the cancellation notice was sent to the insureds’ listed address on February 11, 2016. I hope this information provides clarity regarding our decision and the premium refund. Sincerely, ****** **** **. Compliance Analyst

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 # ********. Please add your rejection comments below.  We did not receive notice of termination from Liberty Mutual. Regards, ***** ******    

4/19/2016 Problems with Product/Service | Complaint Details Unavailable
4/16/2016 Problems with Product/Service | Complaint Details Unavailable
4/16/2016 Problems with Product/Service | Complaint Details Unavailable
4/16/2016 Problems with Product/Service
4/15/2016 Problems with Product/Service
4/15/2016 Problems with Product/Service
4/14/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had prepaid $362.50 for 6 months of automobile insurance coverage on my vehicle. The coverage period was 12/18/16 – 6/18/16. Because I got married and moved to another state, I had to cancel my policy with Liberty Mutual. I contacted my agent to notify them of the cancellation, effective 1/29/16, which meant needing a refund for the unused days. Liberty Mutual only refunded me $222 when in fact they owed me $277.09 by my calculations (and $298 by theirs). They are claiming that $76 was charged back to the account because a multi-car discount, which was previously applied, was no longer applicable. I was simply going by the math. I used 43 days of coverage so on a per day basis it came to slightly less than $2 a day. The multi-car discount is factored into that total. So I'm not seeking more than I paid for the 6 months. I'm looking for a pro-rated refund that subtracts what I in fact used, 43 days of coverage.

Desired Settlement: I expect a refund of $76 sent to my new address (and not the one when I had the policy as I no longer reside at that address).

Business Response: RE:      Personal Automobile Policy:  *****************            LM General Insurance Company NAIC:  **********            Dear Mr. *****, This is in response to your April 5, 2016 correspondence to the Better Business Bureau regarding your automobile policy. I appreciate the opportunity to respond to your concerns. This policy was written jointly for you and your father to insure both of your vehicles on the same policy effective June 18, 2015 for a term of one year. While a separate premium is listed for each vehicle for your reference, the policy is billed as a whole for both vehicles at the same time. Payments received and refunds due are not differentiated between operators or vehicles. You contacted us and requested that we remove your 2014 ***** from the policy effective January 29, 2016. The removal of the 2014 ***** also resulted in the loss of the Multi-Car discount. The annual premium was revised from $1,500 to $924 and a prorated credit applied to the policy balance for $222. Because the policy had been paid in full, the $222 credit resulted in a credit balance. The subsequent $222 refund issued to the same account from which the most recent payment was received. This is done in accordance with our refund provision outlined in the new business packet issued to you at the policy inception. In regard to your request to be refunded an additional $76, as we discussed on the phone, neither your payments nor your father’s payments were applied to a specific vehicle. As such, any refund is for the total policy’s credit balance, not an individual vehicle. As the policy balance is now zero, there is no further refund warranted. Mr. *****, I hope my response has provided the clarity you are looking for. If you have any further questions or concerns, please feel free to reach out to me directly. I will be happy to assist you. Sincerely, ***** ******* Associate Customer Care Specialist Customer Care Unit Phone: ************  Fax: ************

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 # ********. Please add your rejection comments below.  ***** ******* already tried to justify my shorted refund with this response. I don't accept this for several reasons. Number one, this was NOT explained to me or my father when we signed up for coverage. This information should have been disclosed from the very beginning. Second, my father and I both made it clear to Liberty Mutual that we were two separate customers, each paying for our coverage individually. We asked for a breakdown of the individual costs, which we received. My portion was $362.50 for 6 months of coverage. That breaks down to a cost of a little less than $2 per day. I only used 43 days of coverage during that period. So using simple math, I was owed a refund of $277.09, leaving a $55.09 discrepancy. According to *****, the amount was $298.The multi-car discount differential does not apply to me as there were in fact 2 vehicles on the policy for the entire duration of my time with Liberty Mutual. It was only after I removed my vehicle from the policy that the multi-car discount was no longer valid. Therefore that cost needs to be passed along to my father, ****** *****, who is now the only policyholder with Liberty Mutual. The differential amount should be added to his next premium payment. I am no longer a customer of Liberty Mutual's. I have since married and moved from the address on file. Therefore I need my $76 sent to me directly. That was my money that I personally paid. Regards, ******* *****    

4/14/2016 Problems with Product/Service | Complaint Details Unavailable
4/13/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Dealing with Liberty Mutual I experienced refusal to answer questions about the contract and refusal to show me the contract before signing it; repeatedly ignoring my request to speak with a supervisor, and no follow up to some of my emails. I contacted Liberty regarding an attempt to insure my videographer equipment. • On 2/29 I was in contact with **, ***** and also *********, ******* of the Ontario, CA by email. ***** requested personal info. I sent it, never heard back. I never received a reply from *******. • On 3/18 I made contact with ****, **** by email. I had asked for the CA license number for Liberty Mutual. He failed to provide it. On 3/21 he instructed me to call regarding some of my questions. I called and got voicemail. We continued by email. I asked about specific scenarios pertaining to contract coverage exclusions. He replied "I am not a licensed claim adjuster and I do not make the judgment call on claims. Each and every claim is reviewed on an individual basis. When I say that your items are covered everywhere in the world, that does indeed mean everywhere in the world. That includes your car, as well as a friend’s car, as well as a non-friend’s car, a family member’s car, anybody’s car. Anywhere on this planet really means anywhere on this planet. Your home. A hotel room. An undiscovered part of the world. These are all included. Everything that is not excluded in the exhaustive list of exclusions that I sent you is covered. I’m not sure how much clearer this can be?" I replied: "Really? You then send me a list of exclusions that includes flood and vaguely defined "Neglect" so i would not agree that's "Anywhere on this planet." I then ask for clarity regarding specific scenarios and you make excuses for why you can't answer my questions clearly. If you're not a claims adjuster then ask for their help or a supervisor's help. In asking you questions about various scenarios I suggested you simply answer Yes or No (even likely or unlikely would be tolerable) or to point out any of the scenarios that would not likely be a situation where my property would be covered for replacement generally speaking. Please put me in touch with your supervisor to move forward." He did not put me in touch with a supervisor as requested. • On 3/21 I revived an email from BusinessInsurance@libertymutual.com that read "At this time, we offer commercial insurance coverages through our network of independent agents... If you don’t have an independent agent, use our agent locator tool to find one close by you." Yet on the same day ****, **** told me by email "The name of the actual company that underwrites the policy is Liberty Mutual Insurance Company. I am an employee of Liberty Mutual… I am not an independent broker/agent." That seems like a contradiction. • On 3/25 I called the phone number listed on the website. I asked for a supervisor and was told no supervisor was avialble but I note would be made to be requested by one within 1-2 days. That never happened. I instead got an email from "Team 41 ****** (*****) ********" asking me to email receipts of my equipment. He did not identify himself as a supervisor or acknowledged that I had requested one. 4 days later I never got a reply. • On 3/29 I once again called the phone number listed on the website. I once again asked for a supervisor and was once again told no supervisor was avialble but I note would be made to be requested by one within 1-2 days. Someone later called me (I forgot the person's name) and he gave me a quote by phone - there was no acknowledgement of my request to speak to a superior. I asked for a copy of the contract and was told "you have to send payment first." Seriously? I will never pay for a service without seeing the contract first. • On 3/29 ******** * ******* (Customer Svc Spec-Rewrite) emailed me a quote. Again, there was no acknowledgement of my request to speak to a superior. I emailed asking for a copy of the contact. As of the time I am writing this I have not received a reply. I simply will not trust Liberty Mutual at this point.

Desired Settlement: I wish to be contacted by a supervisor to explain to review my concerns regarding this experience.

Business Response: Dear Mr. ******,    This is in response to your March 30, 2016 correspondence to the Better Business Bureau.  I appreciate the opportunity to respond.  Please accept my apology your service experience did not meet your expectations.  I also regret any miscommunication which resulted in you not receiving the call you anticipated from a supervisor.  However, please understand that we are unable to respond to your request for answers to your hypothetical claims scenarios.  I reviewed the multiple scenarios you presented to our sales representative.  We do not recommend that our sales representatives respond to the types of questions you asked.  Coverage for any particular claim is dependent on the facts of the particular loss and the insurance policy in effect at the time of that loss, including terms, exclusions, limitations and conditions listed on your Declarations page.   We are concerned that providing advice about the availability of coverage in response to hypotheticals may give rise to a misunderstanding as to how coverage may ultimately be determined in the event of a future specific loss.Since you did not elect to purchase a policy with us to date, we do not have a policy contract to issue to you.  If you would like me to send you a copy of the basic tenant policy form plus any endorsements you may be interested in, I would be happy to do so.  I will send this information by email or mail at your direction. Mr. ******, I regret your initial experience was unfavorable.  If you have further questions or concerns, please contact me directly.  I will be happy to assist. Sincerely,******** * ******Associate Customer Care SpecialistCustomer Care UnitPhone: ************ Fax: ************ 

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 # ********. Please add your rejection comments below.  [The business continues to offer a nonsensical reply to why it will not answer questions about their insurance policies and contract. The representative wrote "We do not recommend that our sales representatives respond to the types of questions you asked.  Coverage for any particular claim is dependent on the facts of the particular loss and the insurance policy in effect at the time of that loss, including terms, exclusions, limitations and conditions listed on your Declarations page."  This is nonsensical. All insurance policies outline what is "covered" or not. Most insurance policies have listed exclusions in the details o the policy and/or contract. Without information about the policy exclusions I cannot make an informed decision to buy the policy or not. Perhaps I need to ask the question in a different way that more clearly asks what the policy is: I am seeking insurance that provides payment repair or payment for replacement following an incident damage of theft - particularly in the following circumstances: theft (in my apartment, in my or any auto and anywhere else in the USA) accidental damage by people passing by or animals by when I film outsideintentional damage by someone robbing me or otherwise attacking me or my property destruction of equipment if inside my auto if an accident occurs loss of equipment while located inside my vehicle if the vehicle is towed and items are stolen while in tow company's possession or un-recoverable. earthquake since I'm in CADoes your policy have an exclusions which would likely or certainly result in claim denial in any of those instances? ] Regards, ******* *    

Business Response: Dear Mr. ******,    This is in response to your additional correspondence to the Better Business Bureau. I regret you have been unable to receive the clarity you are looking for and appreciate the opportunity to further respond.Prior to answering your specific questions, please note that the tenant policy provides a limit of $2,500 coverage for business property on the residence premises and $250 away from the premises.  Occasional professional use is allowed; however, any income received should not constitute the principle nor sole means of livelihood for this coverage to apply. You could potentially increase this coverage by endorsement if not the principle (or sole) means of income.  However, the maximum coverage available for off-premises coverage is 10% of the total of the business property insured under the endorsement.  So if the policy is endorsed to cover $10,000 in business property, the off premises coverage is $1,000.As an alternative if the cameras and video equipment does not constitute the sole or principle means of livelihood, they may be scheduled under the scheduled personal property endorsement.  All scheduled property is covered worldwide and is covered for all perils unless specifically exclud