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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 1197 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

1197 complaints closed with BBB in last 3 years | 380 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 65
Billing/Collection Issues 247
Delivery Issues 25
Guarantee/Warranty Issues 20
Problems with Product/Service 840
Total Closed Complaints 1197

Additional Complaint Information

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

Customer Reviews Summary Read customer reviews

217 Customer Reviews on Liberty Mutual Group
Customer Experience Total Customer Reviews
Positive Experience 15
Neutral Experience 3
Negative Experience 199
Total Customer Reviews 217

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

    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

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    1685 Valley Center Pkwy

    Bethlehem, PA 18017 (610) 974-8110

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    169 Saxony Rd Ste 201

    Encinitas, CA 92024 (760) 635-1472

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    1700 7th Ave Ste 2100

    Seattle, WA 98101

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    1700 North Highland Road,Suite 107
    Southmark Building

    Pittsburgh, PA 15241 (412) 831-5476

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    1700 NW 49th St Ste 100

    Fort Lauderdale, FL 33309 (954) 771-2155

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    1705 SW State Route 7

    Blue Springs, MO 64014 (816) 228-9997

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    1710 W Lake Houston Pkwy Ste 250

    Kingwood, TX 77339

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    1717 E Grant St Ste 150

    Phoenix, AZ 85034 (602) 229-4400

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    1717 S Rustle St Ste 101

    Spokane, WA 99224

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    1719 N Ocean Ave Ste B

    Medford, NY 11763 (631) 447-8680

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    1725 E Main St

    Mohegan Lake, NY 10547 (914) 528-1260

  • 173 Bedford St

    Lexington, MA 02420 (781) 861-8750

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    1730 Rhode Island Ave NW Ste 406

    Washington, DC 20036 (202) 775-0445

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    1737 N Casaloma Dr

    Appleton, WI 54913 (920) 749-9799

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    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

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    1750 Beaver Ruin Rd Ste 100

    Norcross, GA 30093 (770) 935-5953

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    1750 Howe Ave Ste 450

    Sacramento, CA 95825 (916) 564-1792

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    1750 Howe Ave Ste 520

    Sacramento, CA 95825

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    1750 Howe Ave Ste 550

    Sacramento, CA 95825 (916) 564-1792

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    1770 Central Avenue
    Village Square

    Colonie, NY 12205 (518) 456-8054

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    17700 Northland Park Ct Ste 7

    Southfield, MI 48075 (248) 557-8440

  • 1775 Lisbon St

    Lewiston, ME 04240 (207) 784-4011

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    180 Leaders Heights Rd Ste P

    York, PA 17402 (717) 741-5033

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    1804 N Naper Blvd Ste 400

    Naperville, IL 60563 (630) 505-7785

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    1807 Santa Rita Rd Ste H

    Pleasanton, CA 94566 (925) 846-8384

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    1811 Weir Dr Ste 200

    Woodbury, MN 55125 (651) 578-0221

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    1818 Market St Ste 1730

    Philadelphia, PA 19103 (215) 568-2302

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    18323 Bothell Everett Hwy Ste 345

    Bothell, WA 98012 (425) 485-4484

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    18425 Champion Forest Dr Ste 230

    Spring, TX 77379

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    18450 Crossing Dr Ste C

    Tinley Park, IL 60487 (708) 342-0539

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    1850 Westwood Blvd.

    Wausau, WI 54401 (715) 847-9200

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    1850 William Penn Way

    Lancaster, PA 17601 (717) 291-9755

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    18927 Hickory Creek Drive,First Floor
    Mokena Professional Ce

    Mokena, IL 60448 (708) 429-4530

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    19 Glenridge Road
    Towne Center

    Scotia, NY 12302 (518) 399-0328

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    19 West Mckinley Way
    Town One Square

    Poland, OH 44514 (330) 757-0756

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    1901 S Meyers Rd Ste 180

    Oakbrook Terrace, IL 60181

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    1970 E 17th St Ste 111C

    Idaho Falls, ID 83404 (208) 552-2269

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

    Tallahassee, FL 32308 (850) 521-0085

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    19909 120th Ave NE Ste 201

    Bothell, WA 98011 (425) 806-9100

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    2 Bridgewater Rd Ste 202

    Farmington, CT 06032 (860) 409-9140

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    2 Meridian Blvd Fl 2

    Wyomissing, PA 19610 (610) 375-0192

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    2 S Gold Dr

    Hamilton, NJ 08691 (609) 689-0512

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    20 Brace Rd Ste 350

    Cherry Hill, NJ 08034

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    20 Broad St

    New York, NY 10005

  • 20 Cedar Swamp Road, Suite 20B
    Cedar Plaza

    Smithfield, RI 02917 (401) 232-3268

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    20 Independence Blvd Ste 103

    Warren, NJ 07059 (908) 234-1300

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    20 N Clark St Ste 1250

    Chicago, IL 60602

  • 20 Riverside Rd

    Weston, MA 02493 (781) 891-8900

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    200 Day Hill Rd Ste 120

    Windsor, CT 06095 (860) 298-0730

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    200 Galleria Pkwy SE Ste 1100

    Atlanta, GA 30339 (770) 955-0003

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    200 Galleria Pkwy SE Ste 550

    Atlanta, GA 30339 (770) 916-0402

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    200 Main St

    Salem, NH 03079 (603) 898-1747

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    2000 Center Point Rd Ste 2190

    Columbia, SC 29210 (803) 731-0830

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    201 N Civic Dr Ste 130

    Walnut Creek, CA 94596 (925) 935-8460

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    201 Sand Creek Rd Ste A Bldg 1

    Brentwood, CA 94513 (925) 308-7978

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    2020 S State Road 135 Ste 203

    Greenwood, IN 46143 (317) 882-8612

  • 203 Turnpike St

    North Andover, MA 01845 (978) 687-4150

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    2030 Falling Waters Rd Ste 100

    Knoxville, TN 37922 (865) 539-0039

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    206 Roxbury Street
    First Floor

    Keene, NH 03431 (603) 335-1128

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    207 W Mission St

    Santa Barbara, CA 93101 (805) 898-2637

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    209 Portage Trail Ext W

    Cuyahoga Falls, OH 44223 (330) 922-7824

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    2100 W Walnut Hill Ln Ste 100

    Irving, TX 75038

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    2100 W Walnut Hill Ln Ste 100

    Irving, TX 75038 (877) 389-5492

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    2102 SW 20th Pl Ste 401

    Ocala, FL 34471

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    211 W Fort St Ste 604

    Detroit, MI 48226 (313) 967-9955

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    2120 N Lakewood Dr Ste A

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

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    2120 W Walnut Hill Ln Ste 200

    Irving, TX 75038 (972) 550-7899

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    2129 Mentor Ave

    Painesville, OH 44077 (440) 392-9740

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    214 Glen Cove Ave

    Glen Cove, NY 11542 (516) 671-1157

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    21448 N 75th Ave Ste 2

    Glendale, AZ 85308 (623) 572-4440

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    21515 Hawthorne Blvd Ste 550

    Torrance, CA 90503 (310) 316-9428

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    22 Bridge St Ste 7

    Concord, NH 03301 (603) 225-3524

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    22 Century Blvd Ste 3

    Nashville, TN 37214 (615) 231-7000

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    220 Barfield Crescent Rd Ste K

    Murfreesboro, TN 37128 (615) 896-5339

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    222 S Riverside Plz Ste 1580

    Chicago, IL 60606 (312) 454-9400

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    222 Turnpike Road
    Datachem Software, Inc.

    Westborough, MA 01581

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    222 West Street
    Colony Mill Marketplace

    Keene, NH 03431 (603) 357-1607

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    2237 Douglas Blvd Ste 130

    Roseville, CA 95661 (916) 781-2871

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    22400 Salamo Rd Ste 200

    West Linn, OR 97068 (503) 650-6103

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    22425 E Appleway Ave Fl 1

    Liberty Lake, WA 99019

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    225 Borthwick Ave

    Portsmouth, NH 03801 (603) 431-8400

  • 225 Main St

    Wakefield, RI 02879 (401) 885-1634

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    225 Pictoria Dr Ste 220

    Cincinnati, OH 45246

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    225 Silver St Ste 103

    Elko, NV 89801 (775) 777-3700

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    2280 West Henderson Road
    Cobblestone Center

    Upper Arlington, OH 43220 (614) 459-2008

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    2291 W Broadway St Ste 2

    Missoula, MT 59808 (406) 543-4933

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    230 Commerce Way

    Portsmouth, NH 03801 (603) 431-3350

  • 230 Hanscom Dr

    Bedford, MA 01730 (781) 274-8114

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

    Bothell, WA 98021

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    231 Mount Nebo Pointe Rd

    Pittsburgh, PA 15237

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    2310 Commerce Point Dr

    Lakeland, FL 33801 (863) 665-6060

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    23232 Kingsland Blvd Ste D

    Katy, TX 77494 (281) 392-4333

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    23502 Lyons Ave Ste 101

    Newhall, CA 91321 (661) 259-0576

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    2359 Perimeter Pointe Pkwy Ste 160

    Charlotte, NC 28208

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    2367 Central Pkwy

    Montgomery, AL 36106 (334) 213-0651

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    24 State Street,1 Battery Plaza

    New York, NY 10004

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    240 McLaws Cir Ste 116

    Williamsburg, VA 23185 (757) 258-0338

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    2410 San Ramon Valley Blvd Ste 140

    San Ramon, CA 94583 (925) 838-6310

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    2426 Eastchester Rd Ste 211

    Bronx, NY 10469 (718) 324-2052

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    24402 W. Lockport Street, Suite 124
    Town Square

    Plainfield, IL 60544 (815) 436-6827

  • 245 Waterman St

    Providence, RI 02906 (401) 351-2200

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    2450 44th St SE

    Kentwood, MI 49512 (616) 455-1700

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    24651 Center Ridge Rd Ste 350

    Cleveland, OH 44145 (440) 835-5300

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    24800 Denso Drive, Suite 260
    Oak Hollow Gateway

    Southfield, MI 48033

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    25 Orchard View Dr

    Londonderry, NH 03053 (603) 432-8967

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    251 Salina Meadows Parkway

    Syracuse, NY 13212

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    251 Salina Meadows Pkwy Ste 170

    North Syracuse, NY 13212 (315) 461-0089

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    2510 W Dunlap Ave Ste 300

    Phoenix, AZ 85021 (602) 861-0856

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    2510 W Dunlap Ave Ste CANYON

    Phoenix, AZ 85021 (602) 997-4700

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    2510 W Dunlap Ave Ste CANYON

    Phoenix, AZ 85021 (602) 997-4700

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    2530 Meridian Pkwy Ste 300

    Durham, NC 27713

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    2550 N 1st St Ste 300

    San Jose, CA 95131 (408) 577-1191

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    2601 Westhall Ln

    Maitland, FL 32751 (407) 660-1985

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    26039 Acero Ste 102 Bldg 1

    Mission Viejo, CA 92691 (949) 586-3920

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    2610 Wycliff Rd Ste 305

    Raleigh, NC 27607

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    26100 Northwestern Hwy Ste SQ

    Southfield, MI 48076 (248) 352-1500

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    2680 W Ridge Rd

    Greece, NY 14626 (585) 225-4801

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    2700 Canyon Blvd Ste 210

    Boulder, CO 80302 (303) 938-9221

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    27201 Bella Vista Pkwy Ste 210

    Warrenville, IL 60555

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    27201 Bella Vista Pkwy Ste 400

    Warrenville, IL 60555

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    2725 Town Center Blvd N Ste Q

    Sugar Land, TX 77479

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    273 Corporate Dr

    Portsmouth, NH 03801 (603) 431-7545

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    275 Grandview Ave Ste 300

    Camp Hill, PA 17011 (717) 763-7331

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    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

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    2800 W Higgins Rd Ste 1000

    Hoffman Est, IL 60169

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    2815 Forbs Ave Ste 200

    Hoffman Estates, IL 60192 (847) 413-9090

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    2850 Midwest Dr Ste 103

    Onalaska, WI 54650 (608) 781-9670

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    2854 Highway 55 Ste 250

    Eagan, MN 55121 (651) 365-8053

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    2875 Browns Bridge Rd

    Gainesville, GA 30504 (770) 536-8761

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    2908 Marketplace Dr Ste 120

    Fitchburg, WI 53719 (608) 242-5665

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    295 Molly Ln Ste 150

    Woodstock, GA 30189 (770) 924-6464

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    2950 Express Dr S Ste 100

    Islandia, NY 11749 (631) 232-3500

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    2965 Colonnade Drive, Suite 305

    Roanoke, VA 24018 (540) 989-6179

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    2992 Reidville Rd

    Spartanburg, SC 29301

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    3 Becker Farm Rd

    Roseland, NJ 07068 (973) 533-6509

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    3 Lear Jet Ln

    Latham, NY 12110 (800) 252-5730

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    3 Riverway, Suite 1300
    Three Riverway Building

    Houston, TX 77056 (713) 961-7474

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    30 Airport Road
    Executive Plaza

    West Lebanon, NH 03784 (603) 298-5547

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    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

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    300 Deschutes Way SW Ste 210

    Tumwater, WA 98501 (360) 705-0600

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    300 Galleria Pkwy SE Ste 610

    Atlanta, GA 30339

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    3000 Chapel Hill Rd Ste 204

    Douglasville, GA 30135 (678) 838-9219

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    3000 Research Forest Dr Ste 200

    The Woodlands, TX 77381 (281) 364-1090

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    301 Concourse Blvd
    West Shore Iii

    Glen Allen, VA 23059 (804) 527-3902

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    301 Plainfield Rd Ste 250

    Syracuse, NY 13212 (315) 453-7006

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    303 N Hurstbourne Pkwy,Suite 200
    Forum Office Park

    Louisville, KY 40222 (502) 425-8450

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    3033 Orchard Vista Dr SE Ste 304

    Grand Rapids, MI 49546 (616) 956-3315

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    304 Ave Ponce de Leon Ste CTR

    San Juan, PR 00918

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    306 23rd Ave S Ste 200

    Seattle, WA 98144

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    306 Industrial Park Rd Ste 207

    Middletown, CT 06457

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    310 E 96th St

    Indianapolis, IN 46240

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    310 Town Center Ave Ste A

    Suwanee, GA 30024 (678) 546-0499

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    312 Farmington Ave

    Farmington, CT 06032

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    314 Church St

    Decatur, GA 30030

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    3161 Cobb Parkway,Suite 130
    The Shops At Butler Creek

    Kennesaw, GA 30152 (770) 974-0272

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    3173 Chili Ave Ste 200

    Rochester, NY 14624 (585) 889-1520

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    320 SW 3rd St

    Corvallis, OR 97333 (541) 752-0044

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    3218 W Grant Line Rd

    Tracy, CA 95304 (209) 832-2348

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    3235 Satellite Blvd Ste 400

    Duluth, GA 30096 (770) 814-9002

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    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

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    33 Kendall Way

    Malta, NY 12020 (518) 899-7050

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    33 Trafalgar Sq

    Nashua, NH 03063 (603) 595-0900

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    330 E Kilbourn Ave Ste 2

    Milwaukee, WI 53202 (414) 273-0227

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    330 N Brand Blvd Ste 500

    Glendale, CA 91203 (818) 240-1234

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    3303 S Lindsay Rd Ste 105

    Gilbert, AZ 85297 (480) 857-8662

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    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

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    34 Bridge St Ste 2

    Northampton, MA 01060

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    340 Jesse Jewell Pkwy SE

    Gainesville, GA 30501

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    340 Jesse Jewell Pkwy SE Ste 500

    Gainesville, GA 30501 (770) 534-2705

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    341 Furys Ferry Rd Ste 4

    Martinez, GA 30907 (706) 228-5779

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    34121 N US Highway 45 Ste 7

    Grayslake, IL 60030 (847) 231-5499

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    34225 N 27th Dr Ste 246

    Phoenix, AZ 85085 (480) 575-1631

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    3430 Oakwood Mall Dr Ste 300

    Eau Claire, WI 54701 (715) 835-6174

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    34505 W 12 Mile Rd Ste 100

    Farmington Hills, MI 48331 (248) 489-2800

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    3485 West Vine Street
    Sun Plaza

    Kissimmee, FL 34741 (407) 343-9071

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    350 E 96th St

    Indianapolis, IN 46240 (317) 581-6400

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    3501 NW 63rd St Ste 403

    Oklahoma City, OK 73116 (405) 842-8900

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    353 Sacramento St Ste 600

    San Francisco, CA 94111 (415) 983-4500

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    3540 S Boulevard Ste 155

    Edmond, OK 73013 (405) 341-2118

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    355 Northland Dr NE Ste B

    Rockford, MI 49341 (616) 866-7050

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    3552 Meridian Crossings Ste 560

    Okemos, MI 48864

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    3555 Koger Blvd Ste 100

    Duluth, GA 30096 (678) 380-8734

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    3560 Grand Ave Ste Q

    Chino Hills, CA 91709 (909) 465-5583

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    360 Bloomfield Ave Ste 405

    Windsor, CT 06095 (860) 688-1606

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    36141 Avenue 12

    Madera, CA 93636

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    3633 Inland Empire Blvd Fl 5

    Ontario, CA 91764 (909) 948-9774

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    3666 Harden Blvd

    Lakeland, FL 33803 (863) 644-7798

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    3690 Orange Pl Ste 510

    Beachwood, OH 44122 (216) 292-2188

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    3695 Cascade Rd SW Ste J

    Atlanta, GA 30331 (404) 691-8662

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    3775 Roswell Rd Ste 150

    Marietta, GA 30062 (770) 977-2022

  • 38 Pond St

    Franklin, MA 02038 (508) 541-2171

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    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

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    390 Main St Ste 532

    Worcester, MA 01608 (508) 792-5135

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    3900 N Causeway Blvd Ste 660

    Metairie, LA 70002 (504) 837-7000

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    3939 W Ridge Rd Ste A100

    Erie, PA 16506 (814) 838-1199

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    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

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    400 Laurel Oak Rd

    Voorhees, NJ 08043

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    4000 Legato Rd Ste CENTER

    Fairfax, VA 22033 (703) 385-4444

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    4000 South Sherwood Forest Boulevard, Suite 200

    Baton Rouge, LA 70816 (225) 292-8808

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    4017 Hillsboro Pike Ste 406

    Nashville, TN 37215

  • 405 Cochituate Rd Ste 202

    Framingham, MA 01701 (508) 875-6955

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    407 Manor Rd

    Staten Island, NY 10314 (718) 273-0405

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    407 S 3rd St Ste 250

    Geneva, IL 60134 (630) 232-8100

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    4104 Old Vestal Road Suite 200
    Vestal Executive Park

    Vestal, NY 13850 (607) 797-7587

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    412 W. Swedesford Road
    Swedesford Plaza

    Berwyn, PA 19312 (610) 296-3074

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    4131 N Mulberry Dr Ste 250

    Kansas City, MO 64116

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    4141 N Scottsdale Rd Ste 310

    Scottsdale, AZ 85251 (480) 947-4400

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    41800 W Eleven Mile Rd, Suite 220
    Pinnacle Office Center

    Novi, MI 48375 (248) 349-8360

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    4201 Avenue M

    Brooklyn, NY 11234 (718) 724-1801

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    4202 Meridian St Ste 216

    Bellingham, WA 98226

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    424 S Woods Mill Rd Ste 100

    Chesterfield, MO 63017 (314) 576-9935

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    425 Eagle Rock Ave Ste 103

    Roseland, NJ 07068

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    4259 W Swamp Road,Suite 108

    Doylestown, PA 18901

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    43 01 162Nd Street

    Flushing, NY 11358 (718) 359-2060

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    4300 Roosevelt Way NE

    Seattle, WA 98105

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    4300 Stevens Creek Blvd Ste 175

    San Jose, CA 95129

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    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

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    4401 Westown Pkwy Ste 214

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

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    4435 Valley View Dr Ste 101

    Knoxville, TN 37917 (865) 523-0182

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    444 E College Ave Ste 340

    State College, PA 16801

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    444 Merrick Rd

    Lynbrook, NY 11563 (516) 593-8200

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    4445 Route 309

    Schnecksville, PA 18078 (610) 799-2502

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    448 S Hunt Club Blvd

    Apopka, FL 32703 (407) 862-1608

  • 45 Memorial Cir Ste 100

    Augusta, ME 04330 (207) 622-0518

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    450 Plymouth Road,Suite 400, Interchange Corp Center

    Plymouth Mtng, PA 19462 (610) 832-8240

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    450 SW Powerhouse Dr Ste 422

    Bend, OR 97702 (541) 388-2659

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    4500 E Palm Valley Blvd Ste 104

    Round Rock, TX 78665

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    4500 West Eldorado Parkway,Suite 1400

    Mckinney, TX 75070

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    451 Route 25A

    Miller Place, NY 11764 (631) 331-7196

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    4582 S Ulster St Ste 200

    Denver, CO 80237 (720) 489-8400

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    4601 NE 77th Ave Ste 250

    Vancouver, WA 98662 (800) 234-8011

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    4607 Highway K

    O Fallon, MO 63368 (636) 978-4935

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    4747 Nesconset Hwy Unit 28

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

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    48 Brotherhood Plaza Dr

    Washingtonville, NY 10992 (845) 496-8990

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    4811 Gaillardia Pkwy Ste 100

    Oklahoma City, OK 73142

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    4885 Houston Rd Ste 200

    Florence, KY 41042 (859) 371-0440

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    4888 Loop Central Dr Ste 505

    Houston, TX 77081 (713) 667-4242

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    4902 W Slauson Ave

    Los Angeles, CA 90056 (323) 292-6218

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    4949 Meadows Rd Ste 650

    Lake Oswego, OR 97035 (503) 675-7600

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    5 Belair South Parkway,Suite 01579
    Festival At Bel Air

    Bel Air, MD 21015 (410) 638-1390

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    5 Innovation Ct Ste C

    Appleton, WI 54914 (920) 734-1468

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    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

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    50 Liberty Way

    Dover, NH 03820 (603) 749-2600

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    500 Bi County Blvd Ste 450

    Farmingdale, NY 11735 (800) 304-2896

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    500 Congressional Blvd., Suite 300

    Carmel, IN 46032

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    500 S Service Rd E

    Ruston, LA 71270 (318) 255-2622

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    5000 Ritter Rd Ste 103

    Mechanicsburg, PA 17055 (717) 795-8703

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    5005 W American Prairie Dr Ste 105

    Peoria, IL 61615

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    501 Columbia Tpke Ste 17

    Rensselaer, NY 12144 (518) 479-2060

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    5015 Campuswood Dr

    East Syracuse, NY 13057 (800) 962-5157

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    5015 Campuswood Dr Ste 202

    East Syracuse, NY 13057 (315) 433-1144

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    5050 W Tilghman St Ste 200

    Allentown, PA 18104 (610) 398-9800

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    5081 South Mccarren Blvd
    Smithridge Plaza

    Reno, NV 89502 (775) 827-1000

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    5100 N Brookline Ave Ste 1055

    Oklahoma City, OK 73112

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    512 Township Line Rd Ste 300

    Blue Bell, PA 19422 (215) 641-0400

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    512 Township Line Rd Ste 350
    Three Valley Square

    Blue Bell, PA 19422 (215) 283-6460

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    5126 W Terrace Dr Ste 104

    Madison, WI 53718 (608) 242-5665

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    515 Executive Campus Dr

    Westerville, OH 43082 (614) 794-1206

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    515 Park Place Cir

    Mishawaka, IN 46545

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    520 Hartford Tpke

    Vernon, CT 06066 (860) 871-6294

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    520 White Plains Rd

    Tarrytown, NY 10591 (914) 332-9770

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    525 B St Ste 1050

    San Diego, CA 92101 (619) 744-6000

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    5283 Corporate Dr Ste 302

    Frederick, MD 21703 (301) 695-0091

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    53 S Main St

    New City, NY 10956 (845) 639-4982

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    5301 Virginia Way Ste 200

    Brentwood, TN 37027 (615) 373-9555

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    5320 W Genesee St

    Camillus, NY 13031 (315) 468-4000

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    537 W Highlands Ranch Pkwy

    Highlands Ranch, CO 80129 (303) 346-0028

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    540 Lake Center Pkwy Ste 102

    Cumming, GA 30040 (678) 513-1864

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    5400 Shawnee Rd Ste 303

    Alexandria, VA 22312 (703) 256-0173

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    5407 Basswood Blvd Ste 101

    Fort Worth, TX 76137 (817) 698-8069

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    55 Water St Fl 18

    New York, NY 10041 (212) 208-4100

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

    Helena, MT 59601 (406) 457-5360

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    555 Great Circle Rd

    Nashville, TN 37228 (615) 255-6600

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    555 Saint Charles Dr Ste 106

    Thousand Oaks, CA 91360 (805) 497-2899

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    555 W Pierce Rd Ste 100

    Itasca, IL 60143 (630) 250-7100

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    555 W Pierce Rd Ste 300

    Itasca, IL 60143 (630) 250-7100

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    5585 Pershing Ave Ste 101

    Saint Louis, MO 63112 (314) 361-2344

  • 56 Northport Dr Ste 200

    Portland, ME 04103 (207) 541-5100

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    5600 New King Street,Suite 360

    Troy, MI 48098 (248) 641-0552

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    57 Germantown Court, Suite 205
    Kimbrough Building

    Cordova, TN 38018 (901) 682-2559

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    57 Germantown Court,Suite 207
    Kimbrough Building

    Cordova, TN 38018 (901) 818-1990

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    5802 Bee Ridge Rd Ste 101

    Sarasota, FL 34233 (941) 379-2211

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    5939 Deerfield Village Dr Ste SQ

    Mason, OH 45040 (513) 779-9333

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    5975 S Quebec St Ste 100

    Centennial, CO 80111 (303) 799-0818

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    5975 S Quebec St Ste 100

    Englewood, CO 80111

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    5975 S Quebec St Ste 300

    Centennial, CO 80111 (720) 873-9200

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    6 Campus Dr Ste 2

    Parsippany, NJ 07054

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    6 Desta Dr Ste 1400

    Midland, TX 79705 (432) 683-5341

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    600 Baltimore Drive
    East Mountain Corporate Center

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

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    600 E 96th St Ste 400

    Indianapolis, IN 46240 (317) 566-6800

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    600 E Lyon Rd

    Midland, MI 48640

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    601 S Figueroa St Ste 1400

    Los Angeles, CA 90017

  • 603 West St Fl 3

    Mansfield, MA 02048

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    6100 Uptown Blvd NE Ste 640

    Albuquerque, NM 87110 (505) 881-2007

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    6101 Executive Blvd Ste 100

    Rockville, MD 20852 (301) 881-9300

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    614 Ferguson Street, Suite 5
    Pinewood Professional

    Bozeman, MT 59718 (406) 582-0919

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    615 Bakers Bridge Ave Ste 170

    Franklin, TN 37067 (615) 771-4144

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    62 Maple Ave

    Keene, NH 03431

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    6213 N Cloverdale Rd Ste 150

    Boise, ID 83713 (208) 322-3339

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    6213 N Cloverdale Rd Ste 150

    Boise, ID 83713 (208) 375-4861

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    6213 N Cloverdale Rd Ste 150

    Boise, ID 83713 (208) 322-3339

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    6230 Old Dobbin Ln Ste 200

    Columbia, MD 21045 (410) 953-8120

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    6265 Rte. 31,Bldg #2

    Cicero, NY 13039 (315) 699-3090

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    629 Springfield Ave

    Berkeley Heights, NJ 07922

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    6300 Jericho Turnpike
    Commack Tower Shopping Plaza

    Commack, NY 11725 (631) 858-1162

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    6310 Lyndon B Johnson Fwy Ste 215

    Dallas, TX 75240

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    640 Marlboro St

    Keene, NH 03431 (603) 357-0609

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    6410 Coors Blvd NW Ste 100

    Albuquerque, NM 87120 (505) 899-5171

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    6454 Van Nuys Blvd Ste 150 Ofc 20

    Van Nuys, CA 91401

  • 65 Portland Rd Ste 1

    Kennebunk, ME 04043 (207) 985-7083

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    650 Ne Holladay
    Liberty Northwest Insurance Companies

    Portland, OR 97232 (503) 239-5800

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    6525 West Campus Oval, Suite 100

    New Albany, OH 43054 (614) 855-4334

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    6565 N MacArthur Blvd Ste 100

    Irving, TX 75039 (972) 395-9190

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    6800 College Blvd Ste 700

    Overland Park, KS 66211 (913) 681-1700

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    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

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    690 Lee Rd Ste 200

    Wayne, PA 19087 (610) 644-1056

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    6900 Wedgewood Rd N Ste 302

    Maple Grove, MN 55311 (763) 420-4407

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    6909 W Ray Rd Ste 29

    Chandler, AZ 85226 (480) 732-1491

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

    Philadelphia, PA 19106 (215) 627-3087

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    70 Church St Ste 100

    Flemington, NJ 08822 (908) 237-0040

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    70 E Sunrise Hwy Ste 618

    Valley Stream, NY 11581 (516) 593-8200

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    700 Highlander Blvd Ste 200

    Arlington, TX 76015 (817) 466-9303

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    700 Lavaca St Ste 1412

    Austin, TX 78701 (512) 481-0257

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    700 Taylor Rd Ste 220

    Columbus, OH 43230 (614) 478-8282

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    7000 Stonewood Dr Ste 100

    Wexford, PA 15090 (724) 776-2350

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    701 Fifth Avenue,Suite 3505
    Bank Of America Tower

    Seattle, WA 98104

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    701 Route 73 South, Suite 325
    Marlton Executive Park

    Marlton, NJ 08053

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    701 Route 73 South,Suite 201
    Marlton Executive Park

    Marlton, NJ 08053 (856) 596-2234

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    7029 Rote Rd Ste 105

    Rockford, IL 61107 (815) 633-1070

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    7074 Harrison Ave Ste 11

    Cincinnati, OH 45247 (513) 923-4477

  • 71 Frankland Rd

    Hopkinton, MA 01748 (508) 497-0200

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    71 Stevenson St Ste 600

    San Francisco, CA 94105 (415) 777-1307

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    7101 NW Expressway Ste 615

    Oklahoma City, OK 73132 (405) 720-6083

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    711 Kapiolani Blvd Ste 1100

    Honolulu, HI 96813 (808) 589-8920

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    7110 N Fresno St Ste 200

    Fresno, CA 93720 (559) 435-2144

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    717 Eden Way N Ste 606

    Chesapeake, VA 23320 (757) 436-1436

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    7201 W 129th St Ste 200

    Overland Park, KS 66213

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    722 E Market St Ste 203

    Leesburg, VA 20176 (703) 779-7340

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    7229 W Sahara Ave Ste 100

    Las Vegas, NV 89117 (702) 367-0541

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    7249 Bryan Dairy Road
    Bryan Dairy Business Park

    Largo, FL 33777 (727) 768-0202

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    730 Village Center Dr

    Colorado Springs, CO 80919 (719) 531-9777

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    7321 Heritage Square Dr Ste 2110

    Granger, IN 46530 (574) 273-0866

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    735 Chesterbrook Blvd

    Chesterbrook, PA 19087 (610) 993-0416

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    7355 W 88th Ave Unit T

    Westminster, CO 80021 (303) 420-3222

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    7401 Carmel Executive Park Dr Ste 220

    Charlotte, NC 28226 (704) 544-9789

  • 75 Sylvan St Ste B201

    Danvers, MA 01923 (978) 774-0300

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    7508 Iron Bar Ln

    Gainesville, VA 20155

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    7579 W 103rd Ave Bldg 3

    Westminster, CO 80021

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    760 W Eisenhower Pkwy Ste 100

    Ann Arbor, MI 48103 (734) 222-1742

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    764 E Winchester St Ste 100

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

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    77 Salem Tpke Ste 111

    Norwich, CT 06360 (860) 889-3811

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    771 Southbridge St

    Auburn, MA 01501 (508) 755-6050

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    775 Spartan Blvd Ste 200

    Spartanburg, SC 29301 (864) 574-8010

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    78 Stony Hill Road
    Store 2

    Bethel, CT 06801 (203) 791-2993

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    785 King George Blvd

    Savannah, GA 31419 (912) 920-3967

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    786 Enfield St

    Enfield, CT 06082 (860) 745-2518

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    7881 W Charleston Blvd Ste 190

    Las Vegas, NV 89117 (702) 562-5005

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    7894 Oakland Dr

    Portage, MI 49024 (269) 372-4540

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    7901 NW 112th St

    Kansas City, MO 64153 (816) 880-5300

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    795 Brook St

    Rocky Hill, CT 06067 (860) 571-2240

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    795 Brook Street
    I-91 Tech Center

    Rocky Hill, CT 06067 (860) 563-2371

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    795 Franklin Ave

    Franklin Lakes, NJ 07417 (201) 848-0580

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    795 Woodlands Pkwy Ste 111

    Ridgeland, MS 39157 (601) 977-0814

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    7965 N High St

    Columbus, OH 43235

  • THIS LOCATION IS NOT BBB ACCREDITED

    80 Krif Rd

    Keene, NH 03431

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    800 Kensington Ave Ste 203

    Missoula, MT 59801

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    800 N Rainbow Blvd # 169

    Las Vegas, NV 89107 (702) 795-1505

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    8044 Montgomery Road,Suite 150
    Bank One Towers

    Cincinnati, OH 45236 (513) 984-2222

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    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

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    810 7th Ave Fl 22

    New York, NY 10019 (212) 245-3540

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    810 Royal Pkwy Ste 200

    Nashville, TN 37214

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    8130 S Lewis Ave Ste C

    Tulsa, OK 74137 (918) 299-7593

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    818 W 7th St Ste 850

    Los Angeles, CA 90017 (213) 624-1171

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    828 Central Ave

    Dover, NH 03820 (603) 749-1045

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    8282 S Memorial Dr

    Tulsa, OK 74133 (918) 459-8141

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    8350 N Central Expy Ste 850

    Dallas, TX 75206 (214) 691-1016

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    8375 Dix Ellis Trl Ste 400

    Jacksonville, FL 32256 (904) 363-0099

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    84 Maple Ave

    Keene, NH 03431

  • THIS LOCATION IS NOT BBB ACCREDITED

    8501 La Salle Rd Ste 305

    Towson, MD 21286 (410) 821-0400

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    8529 Southpark Cir Ste 160

    Orlando, FL 32819 (407) 245-5012

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    871 Coronado Center Dr Ste 200

    Henderson, NV 89052

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    8725 NW 18th Ter

    Doral, FL 33172 (305) 593-6533

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    8845 Governors Hill Drive, Suite 205

    Cincinnati, OH 45249

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    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

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    900 Lane Ave Ste 125

    Chula Vista, CA 91914 (619) 579-3501

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    900 National Pkwy Ste 300

    Schaumburg, IL 60173 (847) 413-9101

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    900 Straits Tpke

    Middlebury, CT 06762 (203) 598-7177

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    9005 S Pecos Rd Ste 2530

    Henderson, NV 89074 (702) 736-8611

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    903 Hanshaw Rd

    Ithaca, NY 14850 (607) 257-1925

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    909 W Main St Ste 204 Fl 2

    Monroe, WA 98272 (360) 794-6200

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    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

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    930 South 336Th Street,Suite C
    Wta Building

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    Fort Myers, FL 33905

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    Huntersville, NC 28078 (704) 596-4045

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    Danvers, MA 01923 (978) 750-1820

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    9901 W Ih 10, Suite 570
    The Colonnade I

    San Antonio, TX 78230 (210) 697-7100

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    San Diego, CA 92121 (858) 558-8311

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    Montoursville, PA 17754 (570) 368-1185

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    Waukesha, WI 53188 (262) 446-8000

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    Tallahassee, FL 32307 (850) 412-7710

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    Penn Center West Four
    Suite 122

    Pittsburgh, PA 15276 (412) 494-3153

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    Phillipsburg, NJ 08865 (908) 454-3062

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    Fairport, NY 14450 (585) 223-8290

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    Indianapolis, IN 46204

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    Carytown Square

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    Miami, FL 33131

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    West Palm Beach, FL 33409

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    Warrenville, IL 60555

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    Wausau, WI 54401 (715) 845-5211

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    Minneapolis, MN 55416 (800) 719-3333

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    Peoria, IL 61615 (309) 685-7625

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    255 Primera Blvd

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    Maitland, FL 32751

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    Fort Collins, CO 80525 (970) 493-8212

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    Fort Collins, CO 80525 (970) 493-8212

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    3400 Waterview Pkwy Ste 200

    Richardson, TX 75080 (972) 231-7175

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    Irving, TX 75062 (972) 650-5446

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    Castle Rock, CO 80109 (720) 733-1443

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    Centennial, CO 80111

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    Tulsa, OK 74135

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    Broken Arrow, OK 74012

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    Boise, ID 83704 (208) 323-7755

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    Sacramento, CA 95825 (916) 564-1792

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    Sacramento, CA 95825 (916) 564-1792

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    Orem, UT 84058 (801) 371-8879

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    Great Falls, MT 59404 (406) 454-1408

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    Tucson, AZ 85711 (520) 745-1661

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    1 Liberty Ctr

    Portland, OR 97232 (503) 239-5800

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    2700 Gambell St Ste 405

    Anchorage, AK 99503 (907) 561-2030

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    Anchorage, AK 99503 (907) 561-2030

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    650 NE Holladay St

    Portland, OR 97232 (800) 275-5600

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    650 NE Holladay St

    Portland, OR 97232 (800) 275-5600

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    1 Liberty Ctr

    Portland, OR 97232 (503) 239-5800

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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)

5/24/2016 Problems with Product/Service
5/23/2016 Problems with Product/Service | Read Complaint Details
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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
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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
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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
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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
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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
5/13/2016 Problems with Product/Service | Complaint Details Unavailable
5/13/2016 Problems with Product/Service | Read Complaint Details
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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
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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
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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
5/6/2016 Problems with Product/Service | Read Complaint Details
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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
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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
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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
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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
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
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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
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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
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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
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
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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
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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 excluded on the policy.  Theft, as you described, is a covered peril.  Intentional loss is excluded if it is committed by or at the direction of an “insured” and with an intent to cause a loss.  Damage during an auto accident would be a covered peril. Earthquake is not a covered peril.  I mailed copies of the policy contact, scheduled property and personal property replacement cost  endorsements under separate cover for your review.Since you do not have a policy in force, please note that the provisions, limitations and exclusions of your insurance policy, including your policy Declarations, will determine whether a claim is covered.Mr. ******, if you have further questions, please feel free to reach out to 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 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, ******* *

4/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have purchased a policy through ******* ***** in the Arlington office last year. This year we never got a notice of price increase and didn't get anything in mail. I logged into my account and noticed an increase on my policy without having a claim last year. I emailed ******* and inquired about the price increase, she didn't respond. I shopped for a cheaper rate and emailed her to cancel my policy based on our negotiated rate. She responded without explaining why the price went up and without an apology. I emailed again and asked her to cancel it as of a different date but she said that she will need to reinstate the policy. We went back and forth over 13 emails and she ended up sending us a check based on the new rate and a wrong date. She didn't even respond to my last email that I requested to get a confirmation that she got my request. She sent us the check and it went to our old address. We got the insurance for the house we purchased last year and not sure why the address of our old place which was a rental, was showing on the checks and the mails. Obviously she always had a wrong address on file! My request was to cancel the policy as of March 17 with the prorated rate based on what we paid last year.

Desired Settlement: I am not happy with the service I received from ******* *****. Very dissatisfied. Please contact me because I can give you additional information if needed. I would also need the company to adjust the rate based on last year rate and cancelling as of March 17 and to send me a check for the difference.

Business Response: Dear Ms. ******, This is in response to the March 24, 2016 correspondence to the Better Business Bureau regarding your homeowner policy. I have been asked to respond and I appreciate the opportunity.  I regret any inconvenience this matter has caused you.  There is never an acceptable reason for poor customer service.  We have the expectation that all our representatives are courteous and responsive to our customers’ needs.  I regret in this instance we fell short of this goal.  Your willingness to share your experience is helpful in identifying areas where we are not consistently meeting our service standards or our customers’ expectations. Feedback has been provided to the appropriate management to review and address to improve our service in the future.Regarding your concern with not receiving policy documents, I would like to provide a little background. This policy initiated effective March 6, 2015.  At the policy inception, you elected paperless documents as reflected by the consent form you signed on March 2, 2015.  You received a Paperless discount as a result of this selection.  On February 2, 2016, an email notification issued to you advising your renewal documents were available for viewing which outlined the renewal premium applicable to this policy. Thank you for taking the time to speak with me March 31, 2016. I was glad to hear that you received the refund of $1,492. This refund was based on a cancellation date of March 18, 2016.  I amended the cancellation date to March 17, 2016.  You will receive a small refund based on the additional day.  Please allow seven to ten days for receipt.  We are unable to pro-rate your refund based on the 2015 premium as the rate is guaranteed for one year and may change at renewal.Ms. ******, I thank you again for reaching out with your questions and comments.  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 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.  When Ms. ***** called me, I mentioned that we are very unhappy about the way we were treated and that ******* never gave us a reason on why our rate was increased by over 15%.  We didn't even get a response from ***** on why we had such a huge price increase without having a claim.  She mentioned that we signed up for paperless option but I don't remember when we did that.  Maybe ******* did it on our behalf.  The reason people sign up for paperless option is to save tree but we are still receiving advertisements personalized to our names from Liberty Mutual.  I am not sure how LM can still send commercials but not the notice for this huge price increase.  Also I would still like to get refunded the difference between the two prices even though it's not much.  It's the matter of integrity!   Regards, ****** ******    

Business Response: Dear Ms. ******,This is in response to your additional correspondence to the Better Business Bureau regarding your homeowner policy. I regret my previous response did not meet your expectations.Regarding your concern with your premium change at renewal, 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.Additionally, there are some discounts that decrease over time on your homeowner policy.  The Early Shopper, New Roof and Recent Home Buyer discounts were applicable to your homeowner policy and gradually decrease at each renewal.  Another factor is the dwelling coverage increased upon renewal.  In 2015, you carried $217,000 in dwelling coverage which was increased to $218,500 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.Regarding the paperless documents, at the policy inception you elected to sign your policy documents electronically.  Included in the policy documents was the Paperless Policy Terms and Conditions (T&C).  I attached a copy of the signed T&C for your review.Since you indicated concern about receiving our promotional offers, I added you to our no contact list. [SJ1] You may receive additional correspondence from us that has been pre-scheduled; however, the offers should cease. As I mentioned in my previous response, we are unable to pro-rate your refund based on the 2015 premium as the rate is guaranteed for one year and may change at renewal.Ms. ******, 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: **************Attachment

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, ****** ******

4/12/2016 Problems with Product/Service | Complaint Details Unavailable
4/12/2016 Problems with Product/Service | Complaint Details Unavailable
4/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been dealing with *** **** of the ********** Office here in Charlotte for several months now regarding my claim she is working. She is notorious for telling me she is going to call me back or follow up with me regarding my case and never does. I haven't heard from her in months regarding my claim. I have left her several messages either on her voicemail, or thru another representative in her department. I have also emailed her. She was supposed to contact my witness in regards to the claim and per my witnesses as of today 3/28/2016 they have not heard from her. I provided her with there contact information and names. This in unacceptable as i have done everything in my power to get this resolved as soon as possible. This has affected my livelihood in so many uncountable ways. I have even tried to contact her supervisor ****** ****, he doesn't return phone calls either.

Desired Settlement: I need to hear from *** ****, as to what she plans to do with this claim. If she is going to work it further or if other things need to be done.

Business Response: The above claim was received into our office on September 15, 2015. Contact attempts were made on 9/17/2015 and 09/24/2015.  A contact letter was mail to the claimant on 09/24/2015. A statement was taken from the claimant on October 06, 2015 wherein the claimant states that she was getting lunch with her coworkers and walked to the restroom.  While exiting the restroom she slipped on a rug and alleged that there was water underneath it.  After attempts to contact the insured to collect documents, an investigator was assigned and claimant was made aware.  The final report came in and claimant was contacted and made aware of the possible denial on 01/21/2016.  At that point the claimant provided additional information.  The last email correspondence with the claimant was on 01/11/2016.  A voicemail was received and responded to on 03/28/2016 and claimant did not answer the phone.  A denial letter was sent the same day.  All contact attempts by the claimant were responded to with a phone call or an email response.  Tell us why here...

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 # ********.  *** has not contacted me.  She has not even followed up with my witnesses as she stated she would.  She didn't do her due diligence in regards to this case to get the complete information.  *** didn't call me, because i have voice mail capabilities on my phone, as well as a call log and she didn't leave a message or contact me via email.  Had she contacted me I could have provided her my new address as i have moved.  So i didn't receive any letter of denial from her either.  Furthermore how can you deny something where she didn't follow up on all aspect of the case. This is extremely frustrating and very unprofessional of liberty mutual.  As *** stated in the letter the last email correspondence was 1/11/2016 which is incorrect.  I emailed *** on 1/13/2016 and still didn't receive any response.  Please provide time stamped information showing the email that she sent me.  Please also provide time stamped information showing she called me on 3/28/2016.  This company is trying to get of paying a claim that they are legitimately liable for. I have provided *** with so much information that she has neglected to mention in the response. Please pull all calls. Regards, ******* ******    

Business Response: To Whom It May Concern: We have reviewed Ms. ******'s rebuttal.  We have spoken to Ms. ****** and have made attempts to speak with her on the following occasions in an attempt to investigate and determine our liability in this matter on 10/6/2015, 11/5/2015, 12/4/16, 1/21/16 and 3/28/2016.  We have denied this claim and denied any liability associated with this claim.  We have made Ms. ****** aware of our position both verbally and via mail revealing our denial of her claim.   This is a 3rd party claim for negligence involving a fall at a mall.  If there is any other independent evidence that we have that we are missing we would be more than happy to take a look at this.  The evidence speaks for itself.  Sincerely,  *** **** and *** **** 

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.  What evidence? You have not fully handled this case. You have not spoke with my witnesses that would reveal the there in fact were no wet floor signs at this location. The evidence would also showed that someone placed a Rubber rug on a puddle of water. Pull the pictures. Again I have not heard from ***. I asked that all phone calls be pulled. Because *** knows she didn't call me on 3/28/16.  If she sent me something in the mail I have not recvd it because I have moved. Please escalate this to ****** **** or his manager. *** obviously doesn't care about have a class action lawsuit filed against Liberty mutual and their client for a lot more than I am asking for this claim.  Regards, ******* ******    

4/11/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received my bill from Liberty Mutual and the premium had went up even though I never filed a claim ever and there is no good reason for it to go up. I contacted them via email on 03/21/2016 and was told I would receive a response in 1 to 2 business days. However, it has been over a week with no response from them which shows me they don't care about their customers and have poor customer service skills. If you want to keep raising my rate instead of valuing customers who don't file claims and keep good security, maintenance, and fire prevention on their homes, then I will be seeking homeowners insurance elsewhere. Please consider showing appreciation for us customers and provide the same rate that I was quoted instead of raising it for no reason at all other then greed. Also consider having the due date the same as the ending date as all other insurance companies do this but not Liberty Mutual, you want your greedy money a week before it should be due. Thank you and I hope Liberty Mutual learns how to respond to their customers as well instead of ignoring them. I was quoted $441 and paid that then it raised to $601 and not $658. This is a scam. My auto insurance always stays the same due to loyalty. Why doesn't Liberty Mutual Homeowners Insurance do the same?

Desired Settlement: Billing adjustment to what I was quoted and paid previously. Also learn how to respond to your customers and not ignore them as this will come back to haunt you. It needs to be $441 like you quoted me and what it was before.

Business Response: Dear Mr. ********, Thank you for your letter dated March 28, 2016, regarding the premium increase on your homeowner policy. The purpose of this letter is to help you understand why the premium for your policy increased. Your premium increased from $601 in 2015 to $658 at the 2016 renewal due to a 17% rate revision filed with the Ohio Department of Insurance, effective for all homeowner’s policy renewals on or after September 29, 2015.  Note that this is a statewide average increase and policyholders may see a higher or lower increase depending on their individual characteristics. Your premium increased from $526 in 2014 to $601 at the 2015 renewal due to a similar statewide increase. Lastly, our customers are eligible for many discounts associated with their risk profile.   At each renewal, these savings are evaluated and adjusted in accordance with the applicable rating rule.  This means that the amount of the discount decreases every year up until the time that it is no longer applied. I hope this information provides some clarity on the price increase to your policy. Sincerely, **** ******* Sr. Business Analyst

4/10/2016 Problems with Product/Service
4/9/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I canceled my homeowners insurance in May 2015. In February 2016 the insurance company billed me for a period of time after that. I responded to them that I had canceled the policy and did not intend on paying a bill for policy I had canceled. I got no reply. I just received a letter from a collection agency for the amount

Desired Settlement: I do not want this reported to my credit. I should not have to pay bill for something that I canceled. I am willing to pay a small amount if there is no option. I do not want my credit score affected

Business Response: Dear Mr. ******,This is in response to your March 22, 2016 correspondence to the Better Business Bureau.  I appreciated the opportunity to speak with you on March 29, 2016.  After reviewing your policy I am hopeful your concerns have been resolved.As we discussed, our records reflect you spoke with our customer service department on May 21, 2015 and this policy was cancelled effective June 10, 2015 at your request.  However, we were later notified by you on June 2, 2015 that the closing had been postponed and this policy was reinstated. We asked you to contact us again after the closing so we could cancel the policy based on the new closing date.  Since we did not hear back from you, this policy remained active and eventually cancelled for non-payment of premium effective January 26, 2016.  After cancellation, a final $101.50 bill issued to you February 2, 2016 due February 22, 2016 for coverage provided through the cancellation date.As we did not receive your final payment within 21 days of its due date, we forwarded the 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.After our conversation, I amended the cancellation date to November 1, 2015 at your request.  Please disregard the $101.50 bill previously issued.  Instead, a $53.50 refund will issue to your **** card ending in ****.  Please allow three to five business days for receipt. I enclosed a billing history detailing all the transactions on the policy. ****** will also be notified of this adjustment and there has been no adverse credit reporting as a result of the prior collection activity.  Mr. ******, 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: ************

4/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I paid $25,000 up front to have business general liability, workmans comp, vehicle insurance and an umbrella policy for May 2015-May 2016 Liberty Mutual created a fake scam audit for my workers comp 2014-2015, they said it was a physical audit when I have NEVER seen an auditor. They then guesstimated I owed them money (suprise!) and charged me for it, when I didn't pay for it they cancelled my policy even though I paid a whole year up front in good faith. I now have a job that requires insurance and I can't work because Liberty Mutual defrauded me - the best type of customer you can get! I paid up front! $25,000!!!!! Are you kidding me I don't know how they sleep at night with these business practices.

Desired Settlement: Either I want my $25,000 back or I want my policy reinstated and I want a proper audit for every year I have done business with them in order to get my money back.

Business Response: We estimated the final audit due to lack of cooperation from the Insured.  We contacted the Insured on three occasions to schedule the appointment for the audit with the rom the Insured.  On the first attempt on 12/4/15, we spoke with the Insured and he advised that he would have to speak with his bookkeeper and get back to us.  After several follow-up attempts the audit was returned for non-compliance on 1/5/16. We did not purport that an actual audit had been performed.  Subsequent to receiving the policyholder complaint the assignment was reopened and an appointment scheduled for 4/29/16.  The Auditor attempted to get an earlier appointment date and is still pursuing this possibility. The estimated audit will be revised with the actual exposures once the policyholder fully complies with the audit.

4/7/2016 Problems with Product/Service | Complaint Details Unavailable
4/5/2016 Problems with Product/Service | Complaint Details Unavailable
4/5/2016 Problems with Product/Service
4/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I cancelled my insurance policy and they sent me a bill for an additional $75.00. I was paid up in my car insurance.

Desired Settlement: since I am sure others have been charged in similar situations, with the underlying threat of ruining their credit score, I would be happy to file a case against Liberty Mutual.

Business Response: Dear Mrs. ******,This is in response to your March 28, 2016 correspondence to the Better Business Bureau. I am truly sorry we lost you as a customer and appreciate the opportunity to respond to your concerns. Thank you for reaching out regarding the balance due on your automobile policy.  My hope is to provide the clarity you are looking for.First, I would like to provide a little background.  This policy renewed October 1, 2015 with an annual premium of $2,850.  There were twelve monthly Electronic Funds Transfer (EFT) payments of $237.50 ($2,850 divided by twelve) scheduled to pay your premium in full.  With EFT, payment in arrears is permitted.  Although your policy renewed on October 1, 2015, the first payment was not scheduled until October 30, 2015.  Your $237.50 EFT payment was returned unpaid by your financial institution on November 1, 2015 since the account was closed.  In addition, a $25 returned payment fee was applied to the policy.  The balance due adjusted to $2,875.We were unable to continue the EFT due to the account closure and the billing method was changed to direct bill.  With direct bill, a $4 bill fee applies to each bill issued.   In addition, fewer bills issue which results in a higher payment amount.  Instead of eleven remaining payments of $237.50, you now had nine bills remaining of $294.28 (unbilled balance of $2,612.50 divided by nine + $4 bill fee).  Your balance was adjusted to $2,879 with the bill fee added.A $556.78 ($237.50 past due, $25 returned payment fee, $4 bill fee plus $290.28 current month) issued to you November 30, 2015 due December 20, 2015.  A $556.78 payment was received on December 15, 2015 and your balance was adjusted to $2,322.22.Your next $294.28 bill issued to you on December 30, 2015 due January 19, 2016. When this bill was not paid a $588.56 ($294.28 current month + $294.28 past due) bill issued to you February 1, 2016 due February 21, 2016.  Your balance was adjusted to $2,330.22 with the $8 in bill fees.  A $588.56 payment was received on February 5, 2016 and your balance was adjusted to $1,741.66.  Another $294.28 bill issued on February 29, 2016 due March 20, 2016 with $4 bill fee.  Your balance was $1,745.66.  However, no payment was received in response to this bill.This policy was cancelled at your request effective March 1, 2016.  After the cancellation, a $1,670 credit was applied to the policy balance for the unused portion of the policy term.  This adjusted your balance to $75.66.  We issued a final $75.66 bill to you March 4, 2016 due March 24, 2016 reflecting the premium owed for coverage afforded through the cancellation date.  I enclosed a billing history detailing all the transactions.Thank you for your $75.66 payment received March 28, 2016.  This policy currently reflects a zero balance.  Mrs. ******, thank you for contacting us with your billing questions.  Again, I am sorry we lost you as a customer and 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 UnitPersonal Insurance Distribution OperationsPhone: ************  Fax: ************Enclosure

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, ********* ******

4/3/2016 Problems with Product/Service | Complaint Details Unavailable
4/2/2016 Problems with Product/Service | Complaint Details Unavailable
3/30/2016 Problems with Product/Service | Complaint Details Unavailable
3/30/2016 Problems with Product/Service | Complaint Details Unavailable
3/28/2016 Problems with Product/Service
3/28/2016 Problems with Product/Service
3/27/2016 Problems with Product/Service
3/27/2016 Billing/Collection Issues | Complaint Details Unavailable
3/26/2016 Billing/Collection Issues
3/25/2016 Problems with Product/Service | Complaint Details Unavailable
3/24/2016 Problems with Product/Service | Complaint Details Unavailable
3/23/2016 Problems with Product/Service | Complaint Details Unavailable
3/21/2016 Problems with Product/Service | Complaint Details Unavailable
3/21/2016 Delivery Issues | Complaint Details Unavailable
3/21/2016 Problems with Product/Service
3/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We initiated a policy with the aforementioned company in January. At that time, I was told that our first payment would not be due until April. At the end of January, the company drafted roughly $420 from my account without authorization. I immediately contacted the company and a refund was issued. My conversation with the rep included an apology and reassurance that this would not happen again and that the payments would not start until April. She even called back again later than day to confirm. The company has again drafted the same payment from my account without authorization. I called to resolve the matter and was told that the rep placed and automatic payment for 2/25 as a down payment without my knowledge, consent, or authorzation and I will not be refunded. This transaction has caused multiple overdraft fees by my bank.

Desired Settlement: I would like a refund for the full amount drafted on 2/25.

Business Response: RE:   ******** ********** *******  ***************** ** ******* ********* ******* *****  ********** Dear Ms. *****,This is in response to the March 3, 2016 correspondence to the Better Business Bureau. I am sorry to hear you have concerns and appreciate the opportunity to respond.  My hope is to provide the clarity you are looking for.This policy was initiated January 15, 2016 to be effective February 16, 2016. When an auto policy is initiated a down payment is required to secure the quoted premium and bind the coverage. A $421.48 payment was taken when the policy was written.  You selected monthly Electonic Funds Transfer (EFT) withdrawals as your preferred payment method for the remainder of the policy term. A review of the sales call recording indicated that the sales representative was not clear we would process an immediate payment, just that one would be due by your first month. When you contacted us on January 27, 2016, as a courtesy, we refunded the $421.48 payment and rescheduled it for a month later on February 25, 2016. An email notification was sent to you to serve as a reminder of this. On February 25, 2016 we drafted the agreed upon $421.48 payment for your automobile policy. You again contacted us to state that this payment was taken without your knowledge. However, you verified that the email address on file is accurate, and we confirmed that notification was sent to you. Furthermore, you were previously advised that a payment is required by your first month, and then payments would continue starting April 15, 2016. We neither have a record that you were ever advised that there would be no payment until April nor are we able to afford coverage for two months without a single payment remitted. As this payment is required to maintain the policy we are unable to refund this to you. I see that you had the payment returned as unauthorized by your financial institution. As both down payments have been returned, the first by Liberty Mutual as a courtesy and the second by your financial institution, we have issued a notice of cancellation for non-payment of premium.  The cancellation notice stipulates a payment of $446.48 ($421.48 down payment + $25 return payment service charge) must be remitted prior to March 19, 2016 to prevent cancellation.  As a courtesy, I waived the $25 return payment service charge.  However, the $421.48 remains due.In addition, the EFT billing was removed due to the dishonored payment and the billing method was changed to direct bill.  With direct bill, the payments are higher since fewer bills issue and there is a $5 installment fee applicable.  A second step is required to obtain your authorization to resume the EFT so the payments remain as quoted with this preferred billing method.  Please contact our customer service department at ************ if you would like to remit payment or have further questions regarding your billing method.Ms. *****, I thank you for reaching out. If you have any 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 UnitPersonal Insurance Distribution OperationsPhone: ************  **** ************

3/21/2016 Billing/Collection Issues
3/15/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On June 26, 2015 i had switched from one Auto Insurance company to Liberty Mutual. I had paid them the initial start up and requested that they send me a paper bill for the balance for the remainder. they did not send the statement as requested. they sent other items instead. Then on December 29, 2016 i went to another Insurance company and got a policy from them and no problems paying for a 6 month policy off the get go and informed Liberty Mutual of the change, thinking from June to December that Mutual Liberty was charging my C. Card, which they only charged it one time for one month. Come first part of January 2016 Liberty Mutual emailed me that i owed them funds and i responded to them that the policy was canceled in December and they acknowledged that the policy was canceled, then about 2 weeks later they sent a paper billing statement, still in January mind you. (which i will not pay). Now i received a collection notice from ****** ********** ******** on or about March 2, 2016. On March 7, 2016 i went to my new insurance company asking for guidance on this issue. He advised that I write Liberty Mutual another notification for resolution, and if not resolved to contact the Insurance Commissioner.

Desired Settlement: It is probably illegal and makes no sense to have coverage with 2 insurance companies. I am and was displeased that Liberty Mutual has contacted ****** ********** ******** who sent me an invoice for what they think is due. It is and always been my understanding that when a premium goes unpaid or cancelled, the policy is automatically terminated. When I had first signed up for Liberty Mutual I had requested a billing statement for the remaining balance, which was not provided immediately and had my credit card on file. I ask that they take immediate action to remove the alleged billing due from their files. I was initially pleased to be a customer, but this action by them has been a disappointment and would make it difficult to recommend Liberty Mutual to my friends and family. I would appreciate a written reply that this issue has been resolved and they have advised ****** ********** ********.

Business Response: Dear Ms. *****,This is in response to your March 8, 2016 correspondence to the Better Business Bureau.   I have been asked to respond to your concerns. Thank you for reaching out regarding the balance due on your automobile policy.  I apologize for any miscommunication that may have occurred regarding the billing at the policy inception.  I am sorry to hear that your situation was further compounded after you were notified of the outstanding balance still owed after cancellation of this policy.  My hope is that this response will provide you with the clarity you are looking for.First, I would like to provide a little background.  Your automobile policy was created on June 26, 2015 with an annual premium of $606.  After your $50.50 down payment, the balance due adjusted to $555.50.  Effective October 4, 2015 we removed the RightTrack discount as the terms and conditions were not received in order to participate in this program. This resulted in an annual premium revision from $606 to $635 and a prorated charge of $21 applied to the policy for an adjusted balance due of $576.50.  We issued a $576.50 bill to you December 7, 2015 due December 27, 2015.   When this bill was not paid a $576.50 past due bill was issued January 6, 2016 due January 26, 2016. Since we took a down payment when the policy was first initiated, the bill was issued for the remaining balance due on the policy.   Our records reflect that this policy was cancelled effective December 29, 2015 at your request. After cancellation, a $311 prorated credit was applied to the policy leaving a $265.50 balance due.  A $265.50 bill issued to you January 14, 2016 due February 3, 2016 reflecting premium due for coverage provided through the December 29, 2015 cancellation date.   As we did not receive your final payment within 21 days of its due date, we forwarded the $265.50 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 the transactions and confirming the $265.50 balance which remains due.Ms. *****, thank you for contacting us with your concerns. 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 UnitPersonal Insurance Distribution OperationsPhone: ************  Fax: ************Enclosure

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. As for the bill that they claimed to have sent in December was not received.  Regards, ******** *****

3/14/2016 Problems with Product/Service | Complaint Details Unavailable
3/14/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Recently I changed my autos/renters policy to liberty mutual and the agreed amount that was to be withdrawn from my bank account on 18 February 2016 was $238.43. The same exact day Liberty Mutual decided to withdraw an additional $216.74 from my bank account leaving me struggling to pay bills that are now past due with late fees. Upon calling them to try and resolve the issue, I was told I should see the $216.74 refunded to my account within 3 business days (23 FEB 2016). When that day came and went and I saw no such refund, I again contacted Liberty Mutual and was told that they sent an expedited request to my bank (****) so that money could be refunded and that I should see it very soon. Today, 25 FEB 2016, I still have not seen any money refunded to my account and I decided to call my bank to file a fraud claim. When I explained my situation to them, they informed me there has been no attempt on Liberty Mutuals behalf to return that money and a fraud claim was opened. I immediately called Liberty Mutual again to inform them of the fraud claim that has been opened and they now informed me that I should see the money by perhaps the following Monday or Tuesday (29 FEB/1MAR). I am now also considering filing a criminal complaint against this company.

Desired Settlement: My bank (****) has informed me that the process of refunding my money via the fraud claim could be somewhat lengthy due to investigations, anywhere between 10-45 days. They further stated that Liberty Mutual should have been able to refund that unauthorized charge within 3 business days and that if they refund it, it will be a closed case. I simply want my money back that was charged without my authorization.

Business Response: Dear Mr. *******,This is in response to the February 25, 2016 correspondence to the Better Business Bureau. I have been asked to respond to your concerns.  I appreciate the opportunity to respond and hope to provide the clarity you are looking for. I am truly sorry for any miscommunication which resulted in two payments withdrawn from your account on the same day. I regret the inconvenience this matter has caused.First, I would like to provide a little background.  Your automobile policy was created on December 6, 2015 with an annual premium of $2,601. After your $216.74 down payment, the balance due adjusted to $2,384.26.You elected monthly Electronic Funds Transfer (EFT) as your preferred method of payment.   There were eleven monthly payments of $216.75 scheduled over the remainder of the policy term ($2,384.26 divided by eleven). On January 20, 2016 you called to change the withdrawal date from February 5, 2016 to February 16, 2016.  This withdrawal date change resulted in one less payment scheduled for the policy term.  There were ten EFT payments remaining of $238.43.  However, at the same time, the representative you spoke with scheduled a separate payment to be processed on February 16, 2016 for $216.74.  A $238.43 payment was received on February 16, 2016.  In addition, the $216.74 payment was received.  We refunded the $216.74 back to your account on February 25, 2016.  Processing time is typically 3-5 business days before your account balance is credited. There will be a further adjustment to your EFT payment since we removed the 2014 **** ***** from this policy effective February 19, 2016.  This resulted in a annual premium revision from $2,601 to $1, 320 and a pro-rated credit of $1,018 applied to the policy. Your EFT payment will be $125.31 starting March 16, 2016.  I have attached a billing history that shows the payments received along with the changes made to the policy for your review.  While we understand your frustration and regret the inconvenience, there was no fraud committed.  The payment was credited to a policy belonging to you.  We acknowledged our oversight and refunded the payment back to your account.  In addition, we have addressed this matter with the service representative involved. Mr. *******, you are a valued customer.  Again, we are truly sorry and hope we may consider this matter resolved.  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 UnitPersonal Insurance Distribution Operations

3/14/2016 Problems with Product/Service | Complaint Details Unavailable
3/10/2016 Problems with Product/Service
3/8/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: receiving mail at our address addressed to an unknown person

Desired Settlement: to have our address removed from this company's mailing list

Business Response: Ms. *********,We will remove your name and address from our mailing lists.  If the mailing was addressed to a different name we would also need that persons name to remove from them from the list as well.  You may contact us with this information at **************.Thank you,********* *****

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, ******* *********

3/7/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: Since 2004 we have had Liberty Mutual insure our home & our vehicles(2). In order to save a bit they told us we should have automatic payments deducted from our checking account. Since 2004 we have had 2 deductions withdrawn from our accounts, one for home and one for autos.When we sold our home(Sept 2015) we called in Sept to cancel our home insurance, (this was 2 days after closing date. ) When I called today to ask why we were still being charged for house when I had canceled, they told me I never called to cancel home but auto insurances on my vehicles. I told them I never would have canceled our Auto poilicies and that these amts were being deducted from my bank account still and on Feb 10 I received an email stating this :Dear ****** ************, This is a courtesy email to inform you there is a balance of $111.80 owed on your Auto insurance policy. We realize the outstanding balance may be the result of a misplaced bill or simple oversight, and we appreciate your attention to this matter.) I paid 232.22 via a new bank account on January 8. I have proof it cleared via bank statement But they say my auto policies were canceled for failure to pay. They will not reinstate auto policies unless we pay the new price of 3000.00 a year now,reason stated our auto policies were canceled for lack of payments. The ********* RI office tonight said the only way to insure us was to pay 1400.00 ,stated" he was giving us a break ,he would apply 500.00 from the over pay on house insurance(that we thought we had canceled back in Sept) toward 1400.00 total now due 948.00

Desired Settlement: I want to continue our auto policies as we have since 2004 w same rate, our driving records are very clean. My husband is a police officer , I am a nurse we work so hard we do not need this stress or to be treated w lack of respect from a company we have been dedicated to for past 12 years.

Business Response: Dear Mrs. ************,This is in response to your February 18, 2016 correspondence to the Better Business Bureau.  I appreciate the opportunity to respond. After reviewing your policies I am hopeful your concerns may already be resolved.I regret we did not have a prior record of receiving a cancellation request for your homeowner policy.  However, after speaking with you on February 17, 2016, your homeowner policy was cancelled effective September 15, 2015 since you indicated the home was sold. Your automobile policy previously cancelled for non-payment of premium effective January 12, 2016.  We reviewed the extenuating circumstances which resulted in the cancellation of your policy and agreed to reinstate your policy on February 23, 2016.  Your premium therefore remained the same.  Mrs. ************, you have been a valued customer for over eleven years.  We appreciate your loyalty and regret you had an unfavorable experience. 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 UnitPersonal Insurance Distribution OperationsPhone: ************  Fax: ************

3/6/2016 Billing/Collection Issues | Complaint Details Unavailable
3/6/2016 Problems with Product/Service | Complaint Details Unavailable
3/1/2016 Problems with Product/Service | Complaint Details Unavailable
3/1/2016 Problems with Product/Service | Read Complaint Details
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Complaint: We have done a new policy with Liberty, ******* ******** policyholder. (Construction has taken longer than expected due to reasons outside of our control - this is and was accepted by Liberty Mutual that they would and did issue a new policy) At that time we asked for the following customary clause to be present in the policy. **** ******, representative promised that it would be added at issuance of policy. However when the policy was issued the OPPOSITE was stated, that construction materials were not covered. Begin forwarded message: From ***** ******** The policy must include see 2. SECTION I - PROPERTY COVERAGES COVERAGE A - Dwelling We cover: 1. The dwelling on the "residence premises" shown in the Declarations, including structures attached to the dwelling; and 2. Materials and supplies located on or next to the "residence premises" used to construct, alter or repair the dwelling or other structures on the "residence premises." ________ This is their standard policy wording is NOT in the policy The opposite is in the policy Section 1 2 c states that MATERIALS USED IN CONSTRUCTION are part of the exclusions, specifically I cannot go back and forth on this. Please update and issue. Thanks *****

Desired Settlement: We need Liberty Mutual to cancel the current policy which does not cover construction materials on site, and issue a new policy with their standard wording:-- Why cancel - because one of the options in issuing a policy is to have this selected below at issuance, by someone in Liberty who knows how to do it. See below:- SECTION I - PROPERTY COVERAGES COVERAGE A - Dwelling We cover: 1. The dwelling on the "residence premises" shown in the Declarations, including structures attached to the dwelling; and 2. Materials and supplies located on or next to the "residence premises" used to construct, alter or repair the dwelling or other structures on the "residence premises." ________ This is their standard policy wording This is one of their standard policy wordings

2/29/2016 Problems with Product/Service | Complaint Details Unavailable
2/28/2016 Problems with Product/Service | Complaint Details Unavailable
2/28/2016 Problems with Product/Service
2/28/2016 Delivery Issues | Complaint Details Unavailable
2/28/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: I canceled my insurance policy with Liberty Mutual on 01/18/2016. My last bill cycle was from the 7th of December 2015 to the 6th of January 2016. I made my last payment of $90.25 on the 01/07/2016. I received an email from Liberty Mutual stating I owe them $144.78. I called the customer service number (**************) for more information. I was informed by the customer service department that I still owe for the month of December and up till the 18th of January. I have records on my bank statement stating they took money out of my account for payment. I was charged for the first month payment on 09/09/2010. I have made a payment every month since. I was advised that the payment is due on 02/22/2016 or they were going to turn it over to collections.

Desired Settlement: I want by more information on why I owe $144.78. I understand that I owe from 01/07/2016 to 01/18/2016 but not for the whole month of December and January up till the 18th.

Business Response: Dear Mr. ****, This is in response to your February 10, 2016 correspondence to the Better Business Bureau.   I am truly sorry we have lost you as a customer, but am happy to answer your questions in the hopes of providing you with the clarity you are looking for.First, I would like to provide a little background.  Your auto policy was created on August 9, 2010 and renewed each following year, most recently on August 9, 2015.  $1,082.95 was your annual price for the renewal policy, which we cancelled at your request on January 18, 2016.When you first set up the policy, you elected monthly Electronic Funds Transfer (EFT) billing as your preferred payment method, which continued for the renewal term.  There were twelve EFT payments of $90.25 scheduled to pay your premium ($1,082.95 divided by twelve).  We received five payments of $90.25 and your balance due adjusted to $631.70.This policy was cancelled at your request effective January 18, 2016.  After the $486.92 cancellation credit was applied to the policy balance, there was a remaining balance due of $144.78.  A $144.78 bill issued to you January 18, 2015 due February 7, 2016.  This amount reflects the premium owed through the January 18, 2016 cancellation date based on the short-rate provisions applicable to this policy.  When your policy was first established, you may recall receiving a new business packet, which outlined some information on policy cancellations, including money owed after cancellation. This information was also included with your August 9, 2014 renewal packet. It states that if a customer cancels a policy mid-term, there is a “short-rate provision,” or penalty, applied to the balance owed. The $144.78 balance remains due. Mr. ****, 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 have answered all 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 Specialist, Customer Care UnitPersonal Insurance Distribution OperationsPhone: ************  Fax: ************

2/27/2016 Problems with Product/Service
2/25/2016 Problems with Product/Service | Complaint Details Unavailable
2/23/2016 Problems with Product/Service | Complaint Details Unavailable
2/23/2016 Problems with Product/Service | Complaint Details Unavailable
2/22/2016 Problems with Product/Service | Read Complaint Details
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Complaint: My wife went online to liberty mutual to obtain a quote for home owners insurance. Once we received the quote we had no further contact with liberty mutual and did not pursue a policy with them. A week later we had a representative from liberty mutual call and say he was coming to photograph our home. We told him that we did not have liberty mutual insurance and he wasn't to come to our house. Several days after that we received a letter from our mortgage company, ***** ****** stating that Liberty Mutual took $1,800.00 out of our escrow account. Liberty Mutual opened a policy without our authorization, knowledge, or signature. When my wife called to figure out what was going on the representative said she couldn't speak with her but that she probably took out an online policy. My wife stated that she had been receiving emails which said if you choose to turn your quote into a policy we need to sign the documents-which we never did. I then called and spoke to a representative that said the policy should never have been created and they would return the money and it would not affect our current insurance. We are still dealing with this mess two months later. Liberty mutual drained our escrow account so that our current insurance company couldn't be paid and our mortgage company believes we are without insurance and they took out a new policy believing we had no insurance. Meanwhile we have had the same insurance coverage for over 5 years through ***** ****.

Desired Settlement: We want an explanation as to how this company can take an insurance policy out without my permission or signature. This has created a huge mess for my wife and I and all we wanted was a quote. We feel this company committed fraud and we want answers.

Business Response: Dear Mr. *********, This is in response to your February 8, 2016 correspondence to the Better Business Bureau.  I regret any miscommunication regarding your intent to initiate this policy.  I am happy to respond in the hopes of providing you with the clarity you are looking for.Our records reflect this policy initiated online December 28, 2015 to be effective December 30, 2015 using our internet quoting system which allows users to enter their personal information, details regarding their home and select their own coverage limits.  This policy was implemented online by the internet user independent of the involvement of any of our sales representatives. Internet policies are distinguishable from our other policies bound by sales agents by the policy suffix -**.The policy documents, including the application package, were emailed to the email address entered by the internet user. Your mortgagee was billed for the annual premium on January 4, 2016 based on the billing method selected online.After we spoke with you on January 17, 2016 this policy was cancelled at your request retroactive to the effective date of December 30, 2015. Since we received a $1,896 payment from your mortgagee on January 20, 2016 and this policy was no longer in effect, a $1,896 refund check issued to you on January 20, 2016.  This check was cashed on February 1, 2016.  Mortgage companies typically accumulate a portion of your loan payment in an escrow account to pay two bills when they come due: the property tax and insurance bills.  To keep money in this fund, homeowners pay extra with each mortgage payment.  If a mortgagee remits an insurance premium payment that was not previously factored into your monthly loan payment, there will be an escrow adjustment that will later result in an increase in your monthly payment.   If you haven’t already done so, you may consider remitting the $1,896 directly to your mortgagee to be applied to your escrow account to avoid any increase to your loan payment.  Please contact your mortgagee directly if you have any questions regarding this process. Mr. *********, we appreciate you reaching out.  I hope that I have answered all of your questions today. However, 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 UnitPersonal Insurance Distribution OperationsPhone: ************  Fax: ************

2/22/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Received a phone call October 29, 2015 from a representative of Liberty Mutual questioning me about my 15 and 16 yr old sons. I refused to give them information on my 15 yr old as he doesn't even have a permit yet. I asked them why they were asking for this information? They told me they were gathering data received from DMV. Later, I than received a bill "notice of premium increase" of more than double my current premium amount. I called and spoke with ******* on 11/28/15. He said it was because my son was added to the policy. I told him I never added him. He said there must have been some DMV changes in my state for them to add him without my permission to the policy. I than called my agent on 12/2/15 ***** ******. Who told me it was their policy to add all licensed operators to the policy and that I was notified when I signed the contract. My son who is 16 is my oldest (this is my first go around with a teenage driver). I made him get his license this summer. He hated to drive and wouldn't drive. I checked with the DMV and they did not require him to have auto insurance. Because he was not driving I didn't not add him to the policy thinking I was following the DMV regulations. I explained to *****, I have been a customer with Liberty Mutual for 5-6 years and at that time my son was 10 years old at most. I explained why wouldn't the Liberty Mutual rep who called me in October tell me of this policy. I could have received a rate quote that fit into my budget to cover him if that was their policy. ***** told me I would have to get "re-rated" and I wasn't not eligible for that but to give it a try. But that SHE COULDN'T HELP ME UNTIL JANUARY 2016 BECAUSE SHE WAS WORKING ON GETTING AN AWARD to call her than. I was very frustrated that Liberty Mutual was not honest in their dealings and up front with me as I have been a customer with no claims for over 5 years. And now I was being required to pay for my son being added without my knowledge and my agent was "too busy working on getting an award" to help me. I was left with no choice but to cancel my insurance with Liberty Mutual I could not afford auto insurance for 3 of us of $531/month for 2 old cars. I than received a bill from Liberty Mutual for $371.25. I called and spoke to ****** on 12/15/15 asking about the bill I received. Same song and dance from her that I had signed the contract and it was being billed because my son was added. I than spoke with ****** and than ***** from the resolution team (they offered no resolution) ***** was very rude. I was accused of trying to evade paying for my son.....sorry but I think if my son were driving paying for a monthly premium is a whole lot cheaper than getting sued for an accident he caused. There may be stupid people out there doing this but that was NOT my intention. I was furious that NO ONE at Liberty would accept responsibility for not notifying me when they called to question me in October. I would have handled this the right way back than. And now I am getting a collection letter because NO ONE at Liberty will accept their wrong doing for 1) withholding information when they called in October, 2) refusing to help me because they were working on getting an award, 3) offering NO resolution but to pay the $371.25 as per ******* from their "presidential team". In other words there are NO OPTIONS FOR ME and I HAVE TO PAY THE PRICE OF LIBERTY MUTUAL'S LACK OF HONESTY AND PROFESSIONALISM. COMPLETELY WRONG! I have made every effort since November to resolve with and spoke with numerous people and NOT ONE will take responsibility. Companies who offer no resolution but to pay or get their credit dinged should NOT be in business. If there is no resolution than, ***** ******, who did receive a commission from my policy should be the one to pay this bill as she was TOO busy getting an award to help on 12/2.

Desired Settlement: My bill adjusted!!!! I should not have to pay for him because Liberty was not honest in their dealings to tell me they were adding him. If they were honest in October when they called ME I could have added him, got the premium that could fit into my budget and this would have been resolved. Instead I get billed for over double and now a collection notice because I can't get anyone at Liberty to offer a resolution.

Business Response: Dear Mrs. ********,This is in response to your February 9, 2016 correspondence to the Better Business Bureau.   Our records reflect one of my team members spoke with you on February 8, 2016 regarding this same concern.  I am truly sorry we have lost you as a customer.  I am happy to further respond and hope to provide you with the clarity you are looking for.Please accept my apology for your unfavorable experience.  I regret you were not anticipating any changes to your policy after we spoke with you regarding the licensed operators in the household. First, I would like to provide a little background.  This policy initiated effective August 25, 2011.  At the policy inception, the application Mr. ******** signed August 24, 2011 listed the drivers insured under this policy, both you and Mr. ********.  The application also stated the following:Please review drivers listed above to ensure all members of the household age 16+ are listed on the application.  To ensure proper coverage, contact us to add drivers not listed. In addition, the policy provisions issued to you stipulated the following:B.  If there is a change to the information used to develop the policy premium, we may adjust your premium.  Changes during the policy term that may result in a premium increase or decrease include, but are not limited  to, changes in:  1. The number, type or use classification of insured vehicles;  2. Operators using insured vehicles;  3. The place of principal garaging of insured vehicles;  4. Coverage, deductible or limits.Periodically, we may contact our customers to verify policy information for rating purposes.  Liberty Mutual Insurance has partnered with ******* ******** (***) to confirm your policy information is up to date. *** is a subsidiary of the Insurance Service Office that specializes in rating accuracy tools for personal insurers.  Mailings are issued and customers also may be contacted by telephone by *** to verify certain policy information for rating purposes.Prior to *** calling you, a letter was issued to you which stated the following:  At Liberty Mutual Insurance, we periodically review policy information to ensure that we have the most accurate information on our customers. Keeping policy information up to date will help us provide you with coverage when you need it most. Our trusted partner, ******* ******** (***), will be assisting us by collecting this information on Liberty Mutual’s behalf.To ensure that your policy information is current and complete, please call a *** representative, toll-free, at 1- ************ Monday through Friday from 8:00 a.m. to 11:00 p.m. and Saturday from 8:00 a.m. to 5:00 p.m. Eastern Standard Time or you may may visit Liberty.AutoPolicyUpdate.comOur records reflect after *** spoke with you, we added your son, ************** ********, to the policy as a listed operator effective October 30, 2015.  The annual premium adjusted from $2,679 to $4,732, with a pro-rated increase of $1,681.  A Declaration’s page issued to you confirming this change. After this change was made, you spoke with a service representative on November 28, 2015.  At that time we further explained that if your son is a licensed operator in the household, then he should be listed on your policy as an operator.  On January 7, 2016 you informed us that your son actually received his license in February 2015.  The operator addition was not made retroactive to February.  As stated earlier the change was made effective October 30, 2015, after your conversation with ***.With respect to your billing concerns, this policy was cancelled effective December 12, 2015 at your request.  After cancellation, a $3,319 pro-rated credit was applied to the policy balance for the unused portion of the policy term.  A $371.25 final bill issued to you December 14, 2015 due January 3, 2016 reflecting the balance owed for coverage provided through the December 12, 2015 cancellation date.  When payment was not received, this balance was referred to collections January 25, 2016.  We forwarded the $371.25 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 the transactions and confirming the $371.25 balance due.Mrs. ********, thank you for contacting us.  Again, I am truly sorry we have lost you as a customer and regret our relationship did not end on a positive note.  However, please understand that there is no flexibility with the premium.  The premium was appropriate and the balance remains due.  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 UnitPersonal Insurance Distribution OperationsPhone: ************  Fax: ************Enclosure

2/21/2016 Problems with Product/Service
2/20/2016 Problems with Product/Service
2/19/2016 Problems with Product/Service | Complaint Details Unavailable
2/19/2016 Problems with Product/Service | Complaint Details Unavailable
2/17/2016 Problems with Product/Service | Complaint Details Unavailable
2/16/2016 Problems with Product/Service | Complaint Details Unavailable
2/16/2016 Problems with Product/Service | Read Complaint Details
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Complaint: ****** **********, employee of ***** **** ran in the back of a Rental I was driving and was ticketed. Adjuster ***** ********* has not paid the claim as of 1-28-2016. This accident happened on August 28, 2015. The bill was faxed to ***** months ago. I faxed it myself. I received a phone call from ********** Recovery-******* ***** on 1-26-2016 saying they tried contacting ***** *********-Adjuster for Liberty Mutual and was told he had not returned a phone call. This is for the Property Damages. *** *******-Adjuster for Bodily Injuries called on January 27, 2016 stating it would take another 30 days for her to settle this claim. There is a local office located on ********** ******. I feel that these 2 adjusters have been playing games. As I telephoned for ***** on 01-27-2016, he answers and asks to hold. As soon as I was put on hold *** beeps in on my other phone line. These adjusters have represented very poorly in representing the insurance oompany just to see if I would put an attorney on this matter. ***** promised to pay the bill as soon as he received it, which is why I faxed it to him.

Desired Settlement: A phone call from upper management Corporate Office.

Business Response: RE:Complainant’s Name:                                                        **** ******Policy Number:                                                              ******************Claim Number (if relevant):                                          ************Policyholder Name:                                                        ***** **** LlcFull Underwriting Company Name:                             Liberty Insurance CorporationNAIC #:                                                                             **********BBB Complaint Number:                                               ********Dear Ms. ******:Thank you for your correspondence submitted electronically to the Better Business Bureau dated January 29, 2016.As discussed this date, payment has been issued in satisfaction of ********** **********’s subrogation demand, dated October 19, 2015. Payment was issued on January 27, 2016, made payable to Damage Recovery Unit, mailed to ****** ******** ***** ** *** ******* ****** ***** ** ***** in the amount of $3493.77. The check number for this payment is ********.As you may be aware, this amount was slightly less than the requested amount. The difference of $45.60 reflects an adjustment in what was considered reasonable labor rates. This difference was agreed and accepted by ********** **********, as evidenced below in an Email chain between the Liberty Mutual Claim’s Representative, ***** ********** and ***** *******, ********** ********** Recovery Specialist:From: *******, ***** * ******************************** Sent: Saturday, December 19, 2015 10:37 AM To: **********, ***** Subject: CLM#************/ ********** #*************, I received the offer letter from ********* for this claim.  It requested to send support for the taxes paid.  I have attached the original offer letter and supporting documents for the taxes paid. I will accept the reduction in Body Labor for $45.60.  Please consider a revised offer to submit payment for $3493.77.Thank you ***** ******* Recovery Specialist Damage Recovery Unit ************ office ************direct ************ fax *********************** ********** ********* **** ** *** ****** ****** ***** ** *****   Payment Website: ******************   Payment Line **************   If you have any feedback regarding the handling of this claim please send an email to: ********************* As of the filing of this response, Liberty Mutual has received no further inquiry or request for additional compensation related to this claim, and for this reason, believe the claim for ********** ********** has concluded.At your request today verbally, I have also requested a copy of the check and will submit to you.If you have any further questions concerning this accident, please do not hesitate to contact me. My work hours are between 8:30 AM and 4:30 PM, Monday through Friday. Respectfully,   ******* ****** Claims Team ManagerCommercial Auto Centralized ServicesLiberty Mutual InsuranceDirect Dial: ***** ********

2/15/2016 Problems with Product/Service | Read Complaint Details
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Complaint: December 29, 2015 – transferred 2 homeowners and 3 auto policies from ***** **** to Liberty Mutual with agent *** ******. Had never made a claim with ***** **** in the 8 years we lived in the homes, and *** said we sounded “squeaky clean”. Was told there may be a routine inspection done on the homes to be sure they were in good shape. January 5, 2016 – received letters stating both homes would have inspections performed for the roof and exterior in the next few weeks and I need not be present. January 11, 2016 – inspections performed by ******** *******. January 13, 2016 – received call from Liberty Mutual rep who said I hadn’t e-filed all my forms, and she assisted me with completing that task. I asked her about the inspections, as to whether I would be able to address any problems found. She said, yes, there was no way I’d be dropped without being given a chance to remedy any adverse findings from the inspections. January 26, 2016 – received notice of cancellation of the policy on one of the 2 homes, stating “The roof has wear and deterioration including granule loss and less than five years life expectancy remaining” and “Increased hazard due to lack of protective handrail/railing on rear porch/deck”. The supposed porch/deck is actually a flat roof on a fallout shelter built in the sixties, and is never used as a porch or deck. Called *** ****** at 12:15 pm, whose voicemail said he was out Monday and Tuesday, but would return on January 27. Called Liberty Mutual general number and spoke with someone who told me there was no way I could get the policies reinstated, and I had no chance to remediate the problems. Left voicemail with *** ****** voicing my dissatisfaction and asking that he call me. January 27, 2016 – called *** ****** at 8 am, whose updated voicemail said he was out Wednesday, but would be back on January 28. Left another request for him to call me. January 28, 2016 – called *** ****** at 9 am and left another request for him to call me. He called back at 9:05 and reiterated that there was no way to reinstate the policy, but that if I could fix the problems, I could apply for a new policy with no guarantee of acceptance. I explained to him that the 2 problems cited were easily fixed, and that I had already ordered a new roof to be installed next week. He said he’d investigate further and called me back at 9:15 to say there were actually 15 problems with the home, even though the cancellation letter only listed 2. To get the entire list, I’d need to order it from ******** *******. ******** emailed me the report which listed ONLY the roof as problematic. I emailed the report to *** ****** at 12:53 pm, asking what the other 14 problems were. After receiving no reply, I called him at 6:30 pm, only to hear the appalling voice message that he was off until Sunday January 31. I did at least manage to contact him briefly on the one day he worked this week.

Desired Settlement: Reinstatement of policy ***-xxx-******-** which was cancelled without due cause.

Business Response: Liberty Insurance Corporation NAIC **********                         Thank you for sending your inquiry regarding the above referenced policy. This confirms that the policy will be cancelled effective February 26, 2016. The following addresses the concerns regarding this decision. 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: roof has wear and deterioration including granular loss and less than five years life expectancy remaining; increased hazard due to lack of protective handrail/railing on rear porch/deck. These were the only two issues identified during the inspection.  The reference to “15” was the year the policy was first placed with us.  We apologize for the confusion.  Due to the condition of the property, we are not willing to continue coverage even if you attempt to remedy these conditions. I hope this information provides clarity regarding our decision. 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.  I spoke with ****** in Liberty Mutual underwriting this morning.  She agreed to drop the requirement on the railing on the flat roof on the fallout shelter which was mistakenly identified as a deck.  She also said that as soon as my new roof is completed I may reapply for a new policy, so once that new policy is approved I will accept your response.   Regards, **** *********    

Business Response: Thank you for your call on February 4, 2016.  As you have noted in your follow-up, our Service Representative advised you that you may contact us for the consideration of a new policy once the necessary repairs have been completed to your home. ***** ****** Senior Compliance Analyst

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.  Per the response's statement, I have a new policy that replaces the original cancelled policy.  If for any reason that policy is similarly cancelled without opportunity forremediation, I will open a new BBB complaint. Regards, **** *********

2/13/2016 Problems with Product/Service
2/13/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I have a claim in with Liberty Mutual. They are the insurance company of a Plumber that flooded my home. They are non responsive and have made very little effort to resolve my claim. They have given me the run around from the start. I need someone at Liberty Mutual to be attentive to my claim. We have done everything asked of us in an expedient and professional manner. We have not been treated the same way. This claim was initiated on 9/26/2015. It has been 4 months and we are not close to resolution. They have made it painful. It seems to me they are trying to wait us out.

Desired Settlement: Settle claim quickly and be fair about it. So far we have not been treated with either thus far. I didn't want it to come to this but feel I have no other option.

Business Response: I have been unable to locate a claim with the information provided.  Please provide the claim number, name of plumbing company and any additional information that would help to identify the claim.Thank you,********* *****

2/12/2016 Problems with Product/Service | Complaint Details Unavailable
2/10/2016 Problems with Product/Service | Complaint Details Unavailable
2/9/2016 Problems with Product/Service | Complaint Details Unavailable
2/9/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Attempted to cancel my policy January 14th and get a refund of the amount that was paid past the 14th. They haven't canceled my policy or refunded the money back to me.

Desired Settlement: To have my policy canceled effective January 14th and the rest of the money refunded to me.

Business Response: Dear Mrs. *******,This is in response to your January 25, 2016 correspondence to the Better Business Bureau.   I have been asked to respond to your concerns.  I attempted to contact you by telephone on January 27, 2016; however my attempt was unsuccessful. I regret any miscommunication regarding your intent to have your policies cancelled.   Our records reflect you contacted our customer service department on January 14, 2016 and January 25, 2016 to request to have both of your policies cancelled.  However, you were advised that in the state of Georgia, we require a written request in order to process the cancellation. After receiving your email, I cancelled your automobile and condominium policies effective January 14, 2016 at your request.  On January 28, 2016 refunds in the amount of $99.82 for the automobile policy and $21.32 for the condominium policy issued to your checking account.   Please allow approximately 3-5 business days for receipt.  Mrs. *******, I thank you for reaching out and we are truly sorry you decided to cancel your policies.  Please feel free to contact me directly if you have additional questions or concerns.  I will be happy to assist you.Sincerely,******** * ****** Associate Customer Care SpecialistCustomer Care UnitPersonal Insurance Distribution OperationsPhone: ************  Fax: ************

2/8/2016 Problems with Product/Service | Read Complaint Details
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Complaint: The property known as **** ******* ** ****** ***** * ** ***** was recently sold to a new owner ( myself). While the property was under contract pending sale, there was a water pipe break which flooded the basement and damaged the 1st floor of the residence. A claim was submitted by the previous owner and Liberty Mutual began repairs. The repair process was extensive but most of the work was completed within 6 month. We continued with the sale and upon inspection notice the appliances were damaged due to the water. Liberty mutual was contacted and the appliances were replaced. After completing the sale, we noticed that all we get is hot water. We spoke with the contractor that did most of the work and he advised me that Liberty Mutual was made aware that the water heater needed to be replaced as well as a few doors in the basement that were damaged by water. Liberty Mutual refused to replace the items because they did not look damaged. Even though the basement was flooded they allowed the items to remain in place. I contacted Liberty Mutual on 1-16-16 at 8:12am and spoke with a rep name *****. I advised her of the situation and informed her the contractor gave me the info as well as the need to replace the items he previously stated. Her response was I need to file a claim with my own insurance company. After advising her this was damage done from an existing claim with Liberty Mutual and work had not been completed, she advised they would not address it. Liberty Mutual was aware of the damage and ignored the contractor and allowed the damage items to remain in place knowingly. I was not made aware of the refusal to complete work until 1-26-16. If I had know about this I would have held off on settlement and closing when purchasing the property.

Desired Settlement: I am requesting the Liberty Mutual replace the items described due to the fact they were made aware of the situation and chose to ignore it and allow the damage items to remain. If I had not talked to the contractor I would not have know about the business practices of this insurance company. My family is subjected to only receiving hot water which is a hazard especially to my kids. This is upsetting knowing Liberty Mutual was aware of the issue and chose to ignore it. This is my attempt to resolve this matter at the lowest level prior to taking more extensive action. If the work is not complete all I am requesting is they honor the claim in place and replace the items.

Business Response: I am not able to find a policy or claim number for ****** *******. We would need the name of our insured and a claim number in order to locate the claim on this property.Thank you, ********* *****

2/7/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: Dear Sir/Madam; I set up an automatic monthly redraw of my car insurance premium for Liberty Mutual Insurance company through my bank (**** ** *******). I always made sure that the money was available at the time the payment is supposed to go through. That went on without a problem for years now, except on one or two occasions when I was running short on cash. I called in advance to extend the date of the payment. recently, for my past three payments I saw payment returned on my online bank statement after it had cleared. I called Liberty each time, but they assured me that the payment did go through and my account was up to date. I called all three times when that happened, and the response was the same each time. Then I received a letter about a week ago from Liberty Mutual Insurance stating that my policy would be cancelled today, January 20, 2016, if I did not pay in full the total amount of $936.80 by yesterday, January 19, 2016. I had several deaths in my family that I had to deal with, so I couldn't file the complaint earlier. I called Liberty Mutual Insurance about resolving this issue, then after speaking to an account supervisor, he explained to me that the banks usually pay the premiums when they are sent. After 20 days, if there is not sufficient funds in the account, the banks return the payments. My question to him was why wasn't that explained to me after the first occurrence. My purpose for calling each time was to resolve the payment issue, so I was going to make an arrangement with Liberty Mutual Insurance if they had explained it to me like he did. I asked him for us to agree on a form of payment arrange for me, since I cannot make that payment by January 19, 2016. They refused no matter how much I pleaded with them. I come to you, BBB, like I did previously with ********, because I thrust the great job that you do in protecting us against bad business practices. Please let them find me a better way to solve make this payment arrangement and restore my policy. Thanks so much for your tireless and great work. My Regards to you all at BBB.

Desired Settlement: Set up a payment arrangement for the balance I owe, and restore my policy. Thanks a bunch.

Business Response: Dear Mr. *******,This is in response to your January 20, 2016 correspondence to the Better Business Bureau.  I am sorry to hear of the recent loss in your family.   I have been asked to respond to your concerns. First, I would like to provide a little background.  You elected monthly Electronic Funds Transfer (EFT) as your preferred method of payment.  The September 14, 2015 and October 23, 2015 EFT payments were returned unpaid by your financial institution September 30, 2015 and November 10, 2015.  Two $25 returned payment fees were applied to your policy as a result.  A $379.64 balance remained due for the 2014 policy term which was transferred to your 2015 renewal policy term.  Your automobile policy renewed on November 13, 2015 with an annual premium of $3,193. After the $379.64 remaining balance was applied to the 2015 policy term, the balance was adjusted to $3,572.64.   The first $266.08 EFT payment ($3,193 divided by twelve) was processed November 16, 2015.  However, the November 16, 2015 EFT payment was returned unpaid by your financial institution December 3, 2015 and a $25 returned payment fee was applied to the policy balance.  A return item notice issued to you December 3, 2015 advising your December 14, 2015 EFT payment would be $936.80 ($379.64 prior balance, $266.08 November payment, $25 returned payment fee and $266.08 December payment).  On December 14, 2015, the $936.80 EFT payment was processed.  However, this payment was also returned unpaid by your financial institution December 31, 2015.   Another $25 returned payment fee was applied to the policy.  Your balance due was adjusted to $3,622.64.Due to the returned payments, your policy was removed from EFT and placed on direct bill.  A cancellation notice issued to you December 31, 2015 advising a minimum payment of $961.80 was required prior to January 20, 2016 to avoid cancellation.   When we did not receive this payment the policy cancelled effective January 20, 2016 for non-payment of premium. I attached the billing histories for the 2014 and 2015 policy term for your review.Our records reflect you contacted our customer service department January 15, 2016 regarding the cancellation notice you received and requested payment arrangements.  However, the cancellation notice issued to you stipulates, “A partial payment will not prevent cancellation.”  Therefore, we were unable to make payment arrangements and advised you of the $961.80 due to prevent the January 20, 2016 cancellation.  After the $2,611 cancellation credit applied to the policy balance, a $1,011.64 bill issued to you January 26, 2016 due February 15, 2016 reflecting premium due for coverage provided through the January 20, 2016 cancellation date.  This amount remains due.  You stated in your correspondence to the Better Business Bureau that you contacted us after each payment was returned.  However, this information is not consistent with our records.  In addition, a bill is submitted electronically to your financial institution.  If the requested funds are not available, a second attempt will automatically be processed within a ten day period.  If the second attempt is unsuccessful, the payment will be returned as unpaid by your financial institution and your next scheduled EFT payment will be adjusted to include any past due billing.  Therefore, Liberty Mutual may be unaware initially of any issues with the payment processing.  I would appreciate the opportunity to review your eligibility for reinstatement by telephone.  Please contact me directly to discuss.  Mr. *******, thank you for contacting us with your billing questions.  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 UnitPersonal Insurance Distribution OperationsPhone: ************  Fax: ************Enclosures

2/5/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: Upon relocating to the State of Michigan, I changed over insurance carriers. After which, I registered both personal vehicles in Michigan State. I continued to receive bills from Liberty Mutual then a cancellation notice due to non-payment. I was in communication with Liberty Mutual during this time, who informed me they had not received verification for the registration being cancelled for NYS and if I cancelled coverage (though I had full coverage on vehicles through another carrier) NYS DMV would fine me up to $12 per day. I was assured explicitly that this charge for services past the cancellation would be taken care of and not effect my credit in any way. I was in communication with NYS DMV and eventually they received my form for lost/stolen/damaged registration and plates. I received in the mail a letter of collection for the amount "outstanding" with Liberty Mutual and was misled concerning the emminant fine from NYS. The "fine" is a civil penalty assessed if one wishes to re-register their vehicle in NYS within 90 days. This was deceptively portrayed as an ultimatum for which I either pay the premium for services declined or the NYS "fine".

Desired Settlement: In addition to no further communication from Liberty Mutual after this is resolved, I also would like the billing adjustment as well as correction to credit report if necessary.

Business Response: Dear Mr. *******, This is in response to the January 26, 2016 correspondence to the Better Business Bureau regarding your previous automobile policy. I have been asked to respond and I appreciate the opportunity.  I regret any inconvenience this matter has caused you.  Our records indicate you initially contacted us May 13, 2015 and June 18, 2015 in order to obtain quotes for transferring your insurance from New York to Michigan.  At that time, you declined to initiate a Michigan policy with Liberty Mutual Insurance.  Our representative advised you of the plate return requirements and ensured you were advised that there may be possible fines if the license plates are not returned prior to the policy cancellation.  Any fee or fine assessed by the New York Department of Motor Vehicles (NY DMV) is entirely at their discretion.  I am pleased they did not assess a fine in this case.Since we were not notified you obtained alternate coverage, this policy remained active and the billing continued.  After consecutive bills issued to you May 18, 2015 and June 18, 2015 remained unpaid, a cancellation notice issued to you July 13, 2015 advising a minimum payment of $678 was required prior to August 2, 2015 to prevent cancellation of this policy.  No payment was remitted and this policy cancelled effective August 2, 2015 for non-payment of premium.  After cancellation, a $138 bill issued to you August 10, 2015 due August 30, 2015 reflecting premium due for coverage provided through the August 2, 2015 cancellation date.  You contacted our sales office August 18, 2015 when you advised that you obtained other insurance effective July 1, 2015.  This policy was reinstated and you were again advised about the plate return requirements for the state of New York and that the plates must be turned in prior to the cancellation of the policy.  In addition, physical damage coverage was removed from the vehicles and the annual premium was adjusted from $1,426 to $766.  When we did not hear from you regarding the plate return, our service representative contacted you September 29, 2015 to inquire if the plates had been returned.  You advised they had and together we initiated a conference call with the NY DMV to confirm the date the plates were returned.  They confirmed the plates for the 2009 Honda were surrendered September 8, 2015.  Our representative offered to backdate the cancellation to July 1, 2015 and issue a PS-613, which describes the impact of cancelling a policy in NY without returning the plates first.  You declined to make any changes at that time and the policy remained in force and billing continued.As the bills issued to you remained unpaid, another cancellation notice issued to you November 11, 2015 advising a minimum payment of $372 was required prior to December 1, 2015 to prevent cancellation.  However, you contacted our sales office November 17, 2015 and advised you were going to contact the NY DMV and request a copy of the FS-6 showing the date the license plates for both vehicles were surrendered.  This information would allow us to backdate the cancellation appropriately.Neither the prior information was received nor was a payment remitted; therefore, this policy cancelled for non-payment effective December 1, 2015.  A $331 bill issued to you December 8, 2015 due December 28, 2015 for the residual balance owed for coverage afforded through the cancellation date.  As we did not receive your final payment within 21 days of its due date, we forwarded the balance to a third-party collections vendor, ****** ********** ******** (******), which is how all unpaid balances on cancelled policies are managed at Liberty Mutual.  On January 25, 2016, we received notification from you that the license plates for both vehicles had been returned and our representative initiated the process to cancel.  We agreed to cancel retroactive to July 1, 2015 as you obtained alternate coverage effective that date and understood the repercussions of cancelling insurance on a vehicle registered in New York State.  The cancellation date for this policy has been adjusted to July 1, 2015 and the balance remaining has been adjusted to $25 which reflects the premium owed to pay the policy through the July 1, 2015 cancellation date.  A final bill issued to you January 29, 2015 due February 18, 2016 and I mailed a copy to your Michigan address under separate cover.  ****** has been updated and Liberty Mutual did not report to any credit bureau.  A billing history is enclosed for your review.  Mr. *******, I thank you again for reaching out with your questions and comments.  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: **************Enclosure

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, ********* *******

2/5/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: I had received auto insurance through Liberty Mutual for over 3 years. In August 2012 I moved from *********, MA to *********, MA. My address was changed with Liberty Mutual by September 2012. I received mail from Liberty Mutual to my address in *********, MA. I corresponded with Liberty Mutual employees for needs pertaining to my vehicle insurance policy and billing on multiple occasions in which I confirmed my address in *********, MA. In March 2013 I was the victim in a minor car accident and I filed a claim regarding the vehicle damage. When confirming my address, I received word from the employee that they still had my address as listed in *********, MA. I confirmed my address in *********, MA and asked how it was possible to receive mail at my address if it had not been updated in the claims department. I was then informed that my monthly insurance rate would decrease because I was deemed to be living in a safer area. I asked how I could receive retroactive payments for the amount of months I had been overcharged and I was informed I could submit proof of address to Liberty Mutual. I asked if they could use their records to see they had been sending mail to my current address for 8 months but this would not suffice. Over the next 1 1/2 months I attempted to mail my proof of address twice and both times I was informed they had not received it. In March 2015 I registered my vehicle in the state of Louisiana as I had moved there. I called Liberty Mutual to receive a new quote and was informed my insurance would triple in price. I paid my vehicle insurance bill as an automated payment as I always did monthly. That seem day I purchased car insurance through another agency as the price was much more affordable. I paid this premium and informed Liberty Mutual I would be canceling my auto insurance for a more affordable rate, providing the correct documentation. My auto insurance was cancelled and at the end of the month I received a new bill from Liberty informing me that I owed additional money from the new policy, despite having cancelled it. At this time I'm disheartened by the business practices of Liberty Mutual, especially after being a loyal customer for a number of years. I believe the agency had little concern for the money they owed me for 8 months of overcharged insurance, had little apology, and made it difficult to receive the money owed to me. Now, I believe they have overcharged me at attempt to squeeze more money out of me that I don't owe. It is an unfortunate way to treat customers.

Desired Settlement: I would like Liberty Mutual to make amendments to the way the collect, keep and organize customer policies and information, in order to avoid future issues with their customers.

Business Response: Dear Ms. ******,This is in response to your January 19, 2016 correspondence to the Better Business Bureau.   I have been asked to respond to your concerns. Thank you for reaching out regarding the balance due on your automobile policy.  I regret your service experience did not meet your expectations.  I am sorry to hear that your situation was further compounded after you were notified of the outstanding balance still owed.  My hope is that this response will provide the clarity you are looking for.First, I would like to provide a little background.  Your automobile policy was created on August 23, 2012 and was written with the *********, Massachusetts address. The application signed by you on August 23, 2012 indicated:I declare that all the statements contained in this application are complete and true to the best of my knowledgeas of this date. I understand that the company may exchange payment of premium information and accident orclaim information with my previous automobile insurance company.We issued a New Business packet to the ********** address after the policy was written.  When your policy renewed on August 23, 2013 the renewal packet was also sent to the ********** address.  Our records reflect you contacted our customer service department March 26, 2014 and updated the policy address to *********, Massachusetts effective March 27, 2014.  Our records do not reflect we were previously notified you had moved.  After this change was completed, we received an email from you March 28, 2014 stating that you had moved in 2012.  An email reply was sent to you that same day asking for confirmation as to when the address was changed with the Massachusetts registry; however, we also updated the address change retroactive to February 27, 2014 as a courtesy.  Documentation indicating the date your address was updated with the registry was still required to review further amendment to the policy.  The annual premium adjusted from $1,269 to $977 with a pro-rated credit of $144 applied to the policy balance. On April 29, 2014 we received an email from you stating that your license was changed to the ********* address on October 30, 2012. However, that same day, we advised that proof was still needed indicating the date the address was updated with the registry.  As of May 29, 2014, documentation was not received and we therefore contacted you by telephone May 29, 2014 and June 5, 2014 advising documentation was still required in order to review further amendment to the policy.  As this documentation was not received, we were unable to review a retroactive adjustment.  Since you advised that you relocated to Louisiana, a Louisiana policy was initiated effective March 10, 2015 and the Massachusetts policy was also cancelled effective March 10, 2015 after confirmation the license plates were cancelled with the Massachusetts Registry.  A credit of $38.69 remained on this policy after cancellation which was transferred to the Louisiana policy.  The Louisiana policy was cancelled effective April 1, 2015 at your request as you stated you obtained coverage with another carrier. After cancellation, a $188 bill issued to you April 1, 2015 due April 21, 2015 reflecting premium due for coverage provided through the April 1, 2015 cancellation date.  After the $38.69 credit from the Massachusetts policy was applied, the balance was reduced to $149.31.  When payment was not received, this balance was referred to collections on May 11, 2015.  We forwarded the $149.31 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 a billing history for the Massachusetts and Louisiana policies detailing the transactions and confirming the $149.31 balance which remains due.Since the cancellation date of the Louisiana policy is a concern for you, we can review amending the cancellation date of this policy if you are able to provide a Declaration’s page indicating alternate coverage was obtained prior to the April 1, 2015 cancellation date of this policy. Documentation may be forwarded by facsimile to ************, email to ********************************* or mail to ** *** **** ********** ** *****. Ms. ******, thank you for contacting us with your concerns. 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 Unit Personal Insurance Distribution Operations Phone: ************  Fax: ************Enclosures

2/5/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: I had a renter's coverage policy with Liberty Mutual and later cancelled it. I cancelled via e-mail on Tuesday, August 25th 2015. Liberty Mutual continued to charge me so my bank reversed the charges and blocked them from stealing my funds. Now, months later, I received a notice from a COLLECTION'S AGENCY for $63.67 for a Liberty Mutual Policy. I cancelled my policy. I have documentation to prove it. Liberty Mutual had NO RIGHT to forward my information to a collections agency for a service that was cancelled. In fact, Liberty Mutual OWES ME a pro-rated refund for the month of August!

Desired Settlement: I need this to be reversed immediately. I need Liberty Mutual to update their records and the records they sent to the collections agency. I need Liberty Mutual to provide me with a refund for the month of August I also want a written apology from Liberty Mutual for attempting to withdraw funds from my account after receiving a cancellation notice and for sending my information to a collections agent when no balance was due.

Business Response: Dear Mr. ******, This is in response to your January 20, 2016 correspondence to the Better Business Bureau.   Please accept my apology your service experience has been unfavorable.  I regret any miscommunication that occurred regarding the cancellation of your policy, but am happy to answer your questions in the hopes of providing you with the clarity you are looking for.First, I would like to provide a little background regarding your concern with the balance due after cancellation.  Your tenant policy initiated on August 16, 2015 with an annual premium of $244.  You elected Electronic Funds Transfer (EFT) as your preferred billing method, with your first payment scheduled September 16, 2015. Our records reflect that we received an email from you on August 26, 2015 stating that you wanted to cancel this policy.  However, we responded to your email and asked that you contact Liberty Mutual via telephone to request cancellation.  On August 27, 2015, we received another email from you which indicated that you preferred not to speak to anyone and just wanted to have the policy cancelled.  Since this email did not stipulate an effective date of cancellation, we emailed you requesting the effective date of cancellation, along with your updated mailing address if applicable.  I regret at this time your policy was not removed from EFT billing.Since we did not receive a reply to the emails, the policy remained active.  After consecutive payments were returned by your financial institution unpaid, a cancellation notice issued to you on October 22, 2015 advising payment of $40.66 was required prior to November 26, 2015 to prevent cancellation.  Since no payment was received, the policy cancelled effective November 26, 2015 for non-payment of premium.  After cancellation, a $63.67 bill issued to you December 2, 2015 due December 22, 2015.As we did not receive your final payment within 21 days of its due date, we forwarded the 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.Upon receipt of your correspondence, a member of my team reached out to you on January 21, 2016 and confirmed that the policy should have been cancelled effective August 25, 2015.   As you requested, the cancellation date was amended and your mailing address was updated.  After the amended cancellation date, a $7.67 final bill issued to you January 21, 2016 due February 10, 2016.  ****** was notified of this adjustment and there was no adverse credit reporting as a result of the prior collection activity.  This policy included Identity Fraud Expense coverage.  The premium for this coverage was a flat charge of $23 which is not refundable if the policy is cancelled midterm.  The amount owed would include $5 for coverage provided from August 16, 2015 through August 25, 2015 plus the $23 for Identity Fraud.   We received a payment of $20.33 on August 15, 2015; therefore, the remaining balance due after cancellation is $7.67. Mr. ******, we are truly sorry to have lost you as a customer, but we thank you for contacting us with your billing concerns. I hope that I have answered all of your questions today. However, 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 UnitPersonal Insurance Distribution OperationsPhone: ************  Fax: ************

2/5/2016 Problems with Product/Service
2/3/2016 Problems with Product/Service | Read Complaint Details
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Complaint: On 1/7/16 I called around to get insurance quotes (especially wind and hail). Talked to (****** at Liberty Mutual). I told him I wanted a quote, but would call back if I was going to accept his quote. ****** went ahead and pushed it through with my mortgage provider, *****. I was charged $1,521.00 through *****. After sorting this out, I received a check for $1,521.00. I deposited the check and have to wait 2 days for it to clear. In the meantime, I over drafted on my account. On 1/14/16, they took $152.07 out of my checking account after I told them I would no longer use their policy (I told them on 1/7/16). This caused payments for my house and cars to be withdrawn from two different companies, causing an overdraw.

Desired Settlement: I want them to acknowledge to ***** that I did not set up this policy with Liberty Mutual. I also canceled the payment with Safeco for my house and cars, who I did not renew a policy with.

Business Response: Dear Mr. ******, This is in response to the January 25, 2016 correspondence to the Better Business Bureau regarding your former homeowner policy. I have been asked to respond and I appreciate the opportunity.  I regret any inconvenience this matter has caused you.  I was able to review the December 16, 2015 sales call when you requested quotes for automobile and homeowner policies.  We quoted the automobile policy first with an annual premium of $1,527, followed by the homeowner quote with an annual premium of $1,512.  Upon receiving the quotes, you provided the routing and account number to initiate the billing for the automobile policy and the contact and account information for ***** **** *********.  You indicated you wished to accept the homeowner policy and it was implemented with an effective date of January 14, 2016.  However, you also stated you wished to contact the sales representative the next day in order to make the down payment on the automobile policy with a credit card.  There is no indication you called back; therefore, there is no active automobile policy on file for you.We received a $1,512 payment from ***** **** ********* on December 28, 2015 to pay the homeowner policy in full.  On January 9, 2016 this policy cancelled retroactive to the January 14, 2016 inception date at your request.  A $1,512 refund check issued to you on January 11, 2016.  Our records reflect the check was cashed on January 22, 2016.In addition, you referenced a payment of $152.07. However, I have been unable to locate a payment for this amount.  If you can provide me with a bank statement by facsimile or email which shows the withdrawal for this amount by Liberty Mutual Insurance, I will be happy to research this further.Mr. ******, I thank you again for reaching out with your questions and comments.  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: **************

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, ***** ******    

2/2/2016 Problems with Product/Service | Complaint Details Unavailable
1/30/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: In 2015 I held vehicle insurance policies with Liberty Mutual Insurance ("LMI"). One policy covered 2 automobiles, another policy covered 2 motorcycles. I contacted LMI in early December of 2015 requesting cancellation of both policies effective 2015-12-08 as I would be obtaining coverage from other carriers; with regard to the motorcycles, I was cancelling coverage during the winter during which neither machine would be in service, and would obtain coverage from an alternate carrier in the spring. I was advised at that time there would be a remaining balance of $40.12. I subsequently received a bill for that amount due 2015-12-24. Using LMI's online portal (whose automatic payment feature I had been using for monthly payments during the entire time I held the policies) I confirmed a scheduled payment for that bill effective 2015-12-23. That amount WAS withdrawn from my checking account on 2015-12-23 via ACH transaction, and that transaction is documented on my checking account monthly statement. I have no issue or complaint about this. However, in January, while reviewing my checking account statement, I discovered that on the same date (2015-12-23), a separate ACH transaction by LMI withdrew an additional $95.75. On 2016-01-11 I contacted LMI asking why that withdrawal had been made, since all policies should have been cancelled effective 2015-12-08 and the $40.12 balance due had been paid. I was informed that the motorcycle policy had NOT been cancelled per my request in December. I was also informed that I would NOT be granted a refund for $95.75 charged against the motorcycle policy, despite the fact that I had explicitly requested it to be cancelled effective 2015-12-08. I expressed my extreme dissatisfaction with the situation at that time, and made myself absolutely clear that the policy was to be cancelled immediately. The agent claimed that the policy was now cancelled, but then further informed me I would be billed an additional $90.43 against the policy to cover the period ending on 2016-01-11. Thus, I have been billed a total of $186.18 for coverage which I did not want, cannot use, and explicitly declined to purchase. To make matters even worse, and more insulting, on 2016-01-22 I received a collection notice instigated by LMI for the amount of $40.12, even though that payment had been withdrawn from my checking account by LMI's own electronic systems not only before the due date, but a full month prior to my receipt of the collection notice. This action may have negative implications for my credit history and credit score, yet is entirely due to negligence and incompetence on the part of LMI. I am pursuing this matter with LMI's customer service, who continue to act as though I am at fault. I am very angry about this situation and I want this experience on record as evidence of the extremely poor service and outright theft of funds to which I have been subjected by LMI.

Desired Settlement: 1. Refund in the amount of $95.75 for coverage which was not discontinued per my instructions, and has essentially been stolen from me. 2. The bill for $90.43 (due 2016-01-31) to be cancelled, or a credit issued in advance of my payment. I HAVE NOT YET PAID THIS BILL AND DO NOT WISH TO, as it is illegitimate and I have no confidence that I will obtain satisfaction in this matter. 3. Immediate, full, and unambiguous documentation from LMI that that all collection actions have been fully rescinded, that my account is fully and completely settled, and that no negative reports against my credit history exist.

Business Response: Dear Mr. ******,This is in response to your January 25, 2016 correspondence to the Better Business Bureau.   I have been asked to respond to your concerns. Thank you for reaching out regarding the balance due on your automobile and motorcycle policies.  I am sorry to hear of the difficult circumstances you faced when trying to cancel both policies.  My hope is that this response will provide the clarity you are looking for.Personal Automobile PolicyFirst, I would like to provide a little background regarding your billing. Your automobile policy renewed on May 31, 2015 with an annual premium of $2,744. Effective the May 31, 2015 renewal, we removed your son and the 2003 ***** ****** from the policy. This resulted in an annual premium revision from $2,747 to $1,687, a credit of $1,060.  You had elected monthly Electronic Funds Transfer (EFT) as your preferred method of payment.   There were six monthly payments of $140.58 received between June and November and your balance was adjusted to $843.52. On December 4, 2015 you contacted us to cancel this policy effective December 8, 2015.  After the cancellation, we issued a final $40.12 bill to you December 4, 2015 due December 24, 2015 reflecting the premium owed for coverage afforded through the cancellation date.As we did not receive your final payment within 21 days of its due date, on January 13, 2015 we forwarded the $40.12 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.You indicate that you made the $40.12 payment using our online portal to satisfy this balance.  However, once the automobile policy was cancelled, the online access to the policy was removed. Therefore, you no longer had access to make a payment using your eservice account.  Upon further review, I confirmed the $40.12 payment was made to your motorcycle policy since it remained active.  Therefore, I have had this payment transferred from the motorcycle policy to this policy to satisfy the remaining balance due.  ****** will be notified of this adjustment and there will be no adverse credit reporting as a result of the prior collections activity.  Motorcycle PolicyThis policy renewed on June 6, 2015 with an annual premium of $1,137 and cancelled effective December 8, 2015.Motorcycle policies cancelled have any returned premium or charges calculated on a "seasonal pro-rata" basis using the chart below:Month Earned Premium Month Earned PremiumJanuary 2%          July 16%February 2%        August 16%March 4%            September 12%April 8%              October 8%May 12%             November 2%June 16%            December 2%The charges or credits determined from this chart are based on the earned premium monthly schedule.  This means that we charge policyholders based on the usage of the motorcycle throughout the year.  In most states, motorcycles are ridden more during the summer months so we charge a higher premium in those months.  Therefore, you will see that the percentage is higher in summer months.At the policy inception, you also selected monthly Electronic Funds Transfer (EFT) payments as your billing method for this policy.  However, the monthly payment is not a reflection of the premium owed to date since the premium for the peak season is higher.  Our EFT monthly billing option is simply an installment plan to pay the annual premium by the end of the policy term.  There were three payments of $94.75 received in June, July, and August. Effective September 2, 2015 towing and labor coverage was added to the 2012 *** ******. This resulted in an annual premium revision from $1,137 to $1,149, a pro-rated charge of $9.00. We then received four payments of $95.75 in September, October, November, and December.  In addition, we also received the $40.12 payment in December intended for your automobile policy.  Your balance due adjusted to $438.63.On January 11, 2015, you contacted us to cancel this policy and it was cancelled effective January 12, 2016. After cancellation, a final bill for $90.43 issued to you January 11, 2015 due January 31, 2015.  However, upon receiving your correspondence, I amended the cancellation date to reflect December 8, 2015 as you previously requested to have the policy cancelled on this date as you were not going to be using the motorcycle.  The balance due adjusted to $64.07. After the amended cancellation, we issued an updated final $64.07 bill to you January 27, 2016 due February 16, 2016 reflecting the premium owed for coverage afforded through the cancellation date.  However, as previously mentioned, I have had the $40.12 payment intended for the automobile policy transferred to satisfy the remaining balance due on that policy.  Therefore, the final balance due on this policy has been amended to $104.19.  While we regret the inconvenience and any miscommunication regarding the seasonal pro-rata charges, please understand that there is no flexibility with the premium.  We must charge the appropriate premium for your policy as it accurately reflects the balance due for coverage afforded through the cancellation date.  Mr. ******, thank you for contacting us with your billing questions.  I have enclosed billing histories for your review and 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 UnitPersonal Insurance Distribution OperationsPhone: ************  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, **** ******

1/29/2016 Problems with Product/Service | Complaint Details Unavailable
1/29/2016 Problems with Product/Service | Complaint Details Unavailable
1/26/2016 Problems with Product/Service | Complaint Details Unavailable
1/26/2016 Problems with Product/Service
1/25/2016 Problems with Product/Service | Complaint Details Unavailable
1/24/2016 Problems with Product/Service | Complaint Details Unavailable
1/23/2016 Billing/Collection Issues
1/23/2016 Billing/Collection Issues
1/23/2016 Billing/Collection Issues | Read Complaint Details
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Complaint: I called the 800# ***** ******** to cancel services with this company in May 2015 because I found a cheaper company that provided the same benefits. I thought this was all taken care of until i received a collection notice in the mail saying that I did not pay my premiums. I cancelled the insurance, why would I owe more premiums.

Desired Settlement: I would like the refund for the time I was with this company, not only did they not provide adequate services, but, they are also incompetent in following through with a cancellation request.

Business Response: Dear Mr. *****, This is in response to the January 5, 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 prior tenant policy. I will be happy to assist you. This policy initiated on January 14, 2015 and was quoted and bound online. I regret there are no records to support we received a cancellation request and this policy eventually cancelled for non-payment of premium effective July 4, 2015.  After cancellation, a $46 bill issued to you July 10, 2015 due July 30, 2015 reflecting the premium due for coverage afforded through the cancellation date. As we did not receive your final payment within 21 days of the due date, we forwarded the balance to a third-party collections vendor, ****** ********** 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 policiesWe appreciate your $46 payment received January 8, 2016 and your balance due was adjusted to zero.  There was no adverse credit reporting as a result of the prior collection activity.If you obtained alternate coverage prior to July 4, 2015, please contact me directly at ***** ******** or by email at ****************************, I will be happy to assist you with amending the cancellation date of the policy to reflect the date coverage was secured from your new carrier.  We would issue any applicable refund. Mr. *****, I thank you again for reaching out with your questions about your policy. I hope that I have answered all of your questions today.  If not, please feel free to contact me.  Sincerely,***** * ****Associate Customer Care SpecialistCustomer Care UnitPersonal Insurance Distributions OperationsTele: **************Fax: **************

1/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is in reference to HOMEOWERNER INSURANCE POLICY. I contacted Liberty Mutual to cancel the above policy on 12/22/2015. I was promised that the credit of $971.00 would be credited to my account via credit card info on file by next day. I have contacted the company on multiple times and each time I am given some excuse or the other. Last time I talked to **** on 01/05/ 2016 and he told me the same thing that credit would be there in my account next day. I am being penalized. THEY ARE LYING AND PURPOSELY GIVING WRONG INFO. I checked my account today and no credit is issued. This is cheating and unnecessary harassment to senior citizen. Product_Or_Service: HOME OWNER INSURANCE Account_Number: ******************

Desired Settlement: DesiredSettlementID: Refund refund and penality

Business Response: Dear Mr. *******,This is in response to the January 13, 2016 correspondence to the Better Business Bureau.   I have been asked to respond to your concerns and appreciate the opportunity.This policy cancelled effective December 23, 2015 at your request.  After cancellation, a $971 refund check issued to you by mail the same day. When you spoke with our service representative on December 28, 2015, you requested the $971 refund be disbursed back to your credit card.  Therefore, we issued a stop payment on the check.  Once the stop payment was completed, a $971 electronic reversal back to your credit card was processed on January 8, 2016.  Once processed, you should allow approximately 3-5 business days for receipt.  Once the refund has been processed, it is out of our control. If you still have not received the refund, you would need to contact the credit card company regarding your refund posting. Mr. *******, we regret the inconvenience this matter has caused and appreciate you taking the time to discuss your concerns.  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 Unit Personal Insurance Distribution Operations 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.    Regards, ** *******    

Business Response: Although we understand that the consumer may not be satisfied with our response, there are no additional issues within the rebuttal to be reviewed.  If there is additional information to be considered, please forward that to us.  At this time Liberty Mutual's position remains unchanged.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.    Regards, ** *******    

1/19/2016 Problems with Product/Service
1/18/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I traded my 00 ***** Suburban for a 99 ***** Accord with **** an employee of "the Tire Hunter" on 9/25/15. **** recommended I bring it in to have the transmission fluid replaced. I took it home and it was leaking oil. It was leaving spots where ever I parked it. Even though **** told me he had just replaced the oil, it had a striped plug he had not replaced, I took it in to have it redone so they could replace the plug that was stripped out. I had the transmission serviced at the same time. This was after the first of November. I got it back and it was still leaking, I checked under the hood for a burnt out light bulb and when I had the hood up I found a drain plug on the fender. I had no idea why it was there, I thought it was the one they replaced in the oil pan. Next, I dropped it by the West Jordan *** * on Saturday the 31th of Oct. They said it was a transmission problem and they do not do transmissions. So, Wednesday Nov 4, I took it back to ****. He told me to take it to **** at ***** in South Jordan. He told me he had had a transmission replaced there and that he trusted ****. He did not look at the Transmission at all, He did not check the fluid. He just referred me to ****. So I took into ***** the following Monday. When I learned from **** that it was out of fluid and the plug had not been put in I contacted ****** the Owner of "The Tire Hunter." He told me **** was a friend and he trusted ****, He was glad that I had not taken it to *******. He did not trust them. ****** told both me and **** that he would take care of this. ****** also told me that he had called his insurance and that they would contact ****, but that did not happen. ****** never asked to have the car transferred back to him to do the work. He promised to contact the insurance multiple times. He texted me that he had pasted on my info and they would call me but they have not. I was not able to explain my side or give my statement to the insurance company. I asked multiple times for the insurance companies info and he refused to give it to me. He had stated that he was injured and on medications so that made it sound like he could not do the work. On the 18th of Nov once we knew the trans needed to be rebuilt ****** cut off all contact with me would not reply to text or anything. It wasn't until I contacted an attorney that he finally said he would not cover it nor would he provide the info on his insurance company. ****** stated that he had a couple of problems with other people saying they would not bring the car back to him because of the guys at the shop. He stated he was firing all of the crew at his shop and that he would be doing all work himself at night. He told me he would be letting them go Friday the 20th of Nov. This was reported to the insurance company around 11/1 and nothing has been done. They do not return calls promptly and have been dragging their feet in paying us. My Claim number is ********

Desired Settlement: Pay the Claim

Business Response: Claim was turned in on November 16 by the agent for our insured. Mr. ******'s name, phone number and address were not provided to us when the claim was turned in. The adjuster attempted to contact our insured multiple times by phone to get Mr. ******'s information and our insured's version of the incident. We were able to speak with our insured on December 8. A message was left for Mr. ****** on December 8 and again on December 10. We did not speak with Mr. ****** until January 6.  Mr. ******'s version of the loss is different than our insured's version. Investigation is ongoing into coverage and liability. We hope to have coverage and liability resolved in the next few weeks as our insured provides us more details around the loss. 

1/16/2016 Billing/Collection Issues
1/16/2016 Problems with Product/Service
1/15/2016 Problems with Product/Service | Complaint Details Unavailable
1/14/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I had cancelled my liberty insurance home policy and the co. was going to send me my refund of $1724 back in oct. When I saw I did not receive it, I called and found out they mailed the check to the wrong address and the check was cashed not by me. I filed the affidavit like the company requested but after almost 3 months now they still ask me to wait until another 3-6 months. I do not see why I have wait at all for a mistake that they made. Point being I did not receive my refund and I have to pay my mortgage escrow from this refund check. I even wrote to ***** **** the company CEO but his representative called and said, it is their policy that I have to wait and there is nothing else they can do.

Desired Settlement: They can directly credit my checking account instead of mailing me a check. That is the request I originally made and requested they do not mail me a check.

Business Response: Dear Mrs. ******, This is in response to the January 5, 2016 correspondence to the Better Business Bureau.   I have been asked to respond to your concerns. Please accept my apology for any miscommunication regarding your mailing address.  If a check issues to an incorrect address, this is typically resolved by reissuing the check to an alternate address.  It is disappointing to hear that an unauthorized party cashed your check.  I received confirmation from our accounting department that the forgery affidavit was received on November 24, 2015.  We opened up the bank investigation on November 25, 2015.  As confirmed by the November 12, 2015 letter we issued to you, forgery investigations may take anywhere from 6-9 months to resolve while the bank investigates the fraud.  This is an investigation completed externally and Liberty Mutual Insurance is not involved. Mrs. ******, we value you as a customer and appreciate you taking the time to discuss your concerns.  We are truly sorry for the inconvenience and will provide an update as soon as the bank concludes their investigation. If you have any further questions or feedback to share, please contact me directly.  I will be happy to assist you. Sincerely, ******** * ****** Associate Customer Care Specialist Customer Care Unit Personal Insurance Distribution Operations 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.