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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 # 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 1219 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

1219 complaints closed with BBB in last 3 years | 391 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 76
Billing/Collection Issues 242
Delivery Issues 22
Guarantee/Warranty Issues 25
Problems with Product/Service 854
Total Closed Complaints 1219

Additional Complaint Information

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

Customer Reviews Summary Read customer reviews

179 Customer Reviews on Liberty Mutual Group
Customer Experience Total Customer Reviews
Positive Experience 12
Neutral Experience 5
Negative Experience 162
Total Customer Reviews 179

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:

Maine Department of Professional & Financial Regulation
35 State House Station , Augusta ME 04333
http://www.maine.gov/pfr/index.shtml
Phone Number: (207) 624-8500 or TTY: Maine relay 711
Fax Number: (207) 624-8690

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

Type of Entity

Corporation

Ticker Symbol

LMAC

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
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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 WestOne Liberty Square

    Mishawaka, IN 46544 (574) 258-4400

  • THIS LOCATION IS NOT BBB ACCREDITED

    100 Willowbrook RoadMonmouth 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 AvenueFloors 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 RoadLiberty 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 300Northmark 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 400Delle 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 55Lagrange 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 Turnpike RoadWestborough Executive Park

    Westborough, MA 01581 (508) 836-4195

  • 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 110Eastridge 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 AvenueFloor 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 100Meadowbrook 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 RdFountain 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

    1221 Brickell Ave Ste 1240

    Miami, FL 33131

  • 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 DriveKendall 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 108Christiana 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 9Hark 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 BoulevardWoodchase 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 360Pacific 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

    14050 NW 14th St Ste 110

    Sunrise, FL 33323 (954) 851-1050

  • 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 110Park 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 DriveOmega 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 101Park 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 2070Westlake 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

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    16505 SW 72nd Ave Bldg F

    Portland, OR 97224

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    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 107Southmark 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 # 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 AvenueVillage 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

  • THIS LOCATION IS NOT BBB ACCREDITED

    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 FloorMokena Professional Ce

    Mokena, IL 60448 (708) 429-4530

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    19 Glenridge RoadTowne Center

    Scotia, NY 12302 (518) 399-0328

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    19 West Mckinley WayTown 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 StreetFirst 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

  • THIS LOCATION IS NOT BBB ACCREDITED

    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 RoadDatachem Software, Inc.

    Westborough, MA 01581

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    222 West StreetColony 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 RoadCobblestone 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 124Town 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 260Oak 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

  • THIS LOCATION IS NOT BBB ACCREDITED

    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

  • THIS LOCATION IS NOT BBB ACCREDITED

    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

    Warrenville, IL 60555

  • THIS LOCATION IS NOT BBB ACCREDITED

    27201 Bella Vista Pkwy Ste 210

    Warrenville, IL 60555

  • THIS LOCATION IS NOT BBB ACCREDITED

    27201 Bella Vista Pkwy Ste 400

    Warrenville, IL 60555

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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

  • THIS LOCATION IS NOT BBB ACCREDITED

    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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    2863 W Shore Dr Ste 104

    Holland, MI 49424 (616) 786-3000

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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 1300Three Riverway Building

    Houston, TX 77056 (713) 961-7474

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    30 Airport RoadExecutive 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 BlvdWest Shore Iii

    Glen Allen, VA 23059 (804) 527-3902

  • THIS LOCATION IS NOT BBB ACCREDITED

    301 Plainfield Rd Ste 250

    Syracuse, NY 13212 (315) 453-7006

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    303 N Hurstbourne Pkwy,Suite 200Forum 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

  • THIS LOCATION IS NOT BBB ACCREDITED

    306 Industrial Park Rd Ste 207

    Middletown, CT 06457

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    310 E 96th St

    Indianapolis, IN 46240

  • THIS LOCATION IS NOT BBB ACCREDITED

    310 Town Center Ave Ste A

    Suwanee, GA 30024 (678) 546-0499

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    312 Farmington Ave

    Farmington, CT 06032

  • THIS LOCATION IS NOT BBB ACCREDITED

    3131 Princeton Pike Ste 203

    Lawrenceville, NJ 08648 (609) 882-5001

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    314 Church St

    Decatur, GA 30030

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    3161 Cobb Parkway,Suite 130The 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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    3228 H West Cary StreetCarytown Square

    Richmond, VA 23221 (804) 359-5372

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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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    3288 Eagle View Lane, Suite 190Eagle View Plaza

    Lexington, KY 40509 (859) 223-1313

  • THIS LOCATION IS NOT BBB ACCREDITED

    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

  • THIS LOCATION IS NOT BBB ACCREDITED

    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 StreetSun Plaza

    Kissimmee, FL 34741 (407) 343-9071

  • THIS LOCATION IS NOT BBB ACCREDITED

    350 E 96th St

    Indianapolis, IN 46240 (317) 581-6400

  • THIS LOCATION IS NOT BBB ACCREDITED

    3501 NW 63rd St Ste 403

    Oklahoma City, OK 73116 (405) 842-8900

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    353 Sacramento St Ste 600

    San Francisco, CA 94111 (415) 983-4500

  • THIS LOCATION IS NOT BBB ACCREDITED

    3540 S Boulevard Ste 155

    Edmond, OK 73013 (405) 341-2118

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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

  • THIS LOCATION IS NOT BBB ACCREDITED

    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

  • THIS LOCATION IS NOT BBB ACCREDITED

    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

  • THIS LOCATION IS NOT BBB ACCREDITED

    3775 Roswell Rd Ste 150

    Marietta, GA 30062 (770) 977-2022

  • 38 Pond St

    Franklin, MA 02038 (508) 541-2171

  • THIS LOCATION IS NOT BBB ACCREDITED

    3829 Forest Park Way

    North Tonawanda, NY 14120 (716) 692-6104

  • THIS LOCATION IS NOT BBB ACCREDITED

    388 E Valley Blvd Ste 120

    Alhambra, CA 91801 (626) 289-0658

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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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    4 N Shore Ctr

    Pittsburgh, PA 15212 (412) 321-9211

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    400 Brookstone Centre Pkwy Ste 100

    Columbus, GA 31904 (706) 327-1798

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    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 200Vestal Executive Park

    Vestal, NY 13850 (607) 797-7587

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    412 W. Swedesford RoadSwedesford 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 220Pinnacle 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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    429 Stone Wood Dr

    Broken Arrow, OK 74012

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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 1201Ventura 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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    4501 N Sterling Ave Ste 105

    Peoria, IL 61615 (309) 685-7625

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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 01579Festival 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 BlvdSmithridge 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 350Three 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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    5326 E Skelly Dr

    Tulsa, OK 74135

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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 202Great 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 205Kimbrough Building

    Cordova, TN 38018 (901) 682-2559

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    57 Germantown Court,Suite 207Kimbrough Building

    Cordova, TN 38018 (901) 818-1990

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    580 Village Blvd Ste 340

    West Palm Beach, FL 33409

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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 DriveEast 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 (508) 339-7600

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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 5Pinewood 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 TurnpikeCommack 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 HolladayLiberty 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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    6760 Alexander Bell Dr Ste 250

    Columbia, MD 21046 (410) 872-1291

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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 3505Bank Of America Tower

    Seattle, WA 98104

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    701 Route 73 South, Suite 325Marlton 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 RoadBryan 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

  • THIS LOCATION IS NOT BBB ACCREDITED

    77 Salem Tpke Ste 111

    Norwich, CT 06360 (860) 889-3811

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    771 Southbridge St

    Auburn, MA 01501 (508) 755-6050

  • THIS LOCATION IS NOT BBB ACCREDITED

    775 Spartan Blvd Ste 200

    Spartanburg, SC 29301 (864) 574-8010

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    78 Stony Hill RoadStore 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 StreetI-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

  • THIS LOCATION IS NOT BBB ACCREDITED

    7965 N High St

    Columbus, OH 43235

  • THIS LOCATION IS NOT BBB ACCREDITED

    80 Krif Rd

    Keene, NH 03431

  • THIS LOCATION IS NOT BBB ACCREDITED

    800 Kensington Ave Ste 203

    Missoula, MT 59801

  • THIS LOCATION IS NOT BBB ACCREDITED

    800 N Rainbow Blvd # 169

    Las Vegas, NV 89107 (702) 795-1505

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    8044 Montgomery Road,Suite 150Bank One Towers

    Cincinnati, OH 45236 (513) 984-2222

  • THIS LOCATION IS NOT BBB ACCREDITED

    805 S Wheatley St Ste 310

    Ridgeland, MS 39157

  • THIS LOCATION IS NOT BBB ACCREDITED

    807 Ridge Rd Ste 201

    Webster, NY 14580 (585) 787-0850

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    810 7th Ave Fl 22

    New York, NY 10019 (212) 245-3540

  • THIS LOCATION IS NOT BBB ACCREDITED

    810 Royal Pkwy Ste 200

    Nashville, TN 37214

  • THIS LOCATION IS NOT BBB ACCREDITED

    8130 S Lewis Ave Ste C

    Tulsa, OK 74137 (918) 299-7593

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    818 W 7th St Ste 850

    Los Angeles, CA 90017 (213) 624-1171

  • THIS LOCATION IS NOT BBB ACCREDITED

    828 Central Ave

    Dover, NH 03820 (603) 749-1045

  • THIS LOCATION IS NOT BBB ACCREDITED

    8282 S Memorial Dr

    Tulsa, OK 74133 (918) 459-8141

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    8350 N Central Expy Ste 850

    Dallas, TX 75206 (214) 691-1016

  • THIS LOCATION IS NOT BBB ACCREDITED

    8375 Dix Ellis Trl Ste 400

    Jacksonville, FL 32256 (904) 363-0099

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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

  • THIS LOCATION IS NOT BBB ACCREDITED

    8529 Southpark Cir Ste 160

    Orlando, FL 32819 (407) 245-5012

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    871 Coronado Center Dr Ste 200

    Henderson, NV 89052

  • THIS LOCATION IS NOT BBB ACCREDITED

    8725 NW 18th Ter

    Doral, FL 33172 (305) 593-6533

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    8845 Governors Hill Drive, Suite 205

    Cincinnati, OH 45249

  • THIS LOCATION IS NOT BBB ACCREDITED

    8848 Commons Blvd Ste 202Po Uppr Level

    Twinsburg, OH 44087 (330) 487-5793

  • 9 Riverside Rd

    Weston, MA 02493

  • 9 Riverside Road  Riverside Office Park

    Weston, MA 02493 (781) 891-8900

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    Miamisburg, OH 45342 (937) 438-1966

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    Aiea, HI 96701 (808) 487-0628

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    Huntersville, NC 28078 (704) 596-4045

  • 99 Rosewood Dr Ste 110

    Danvers, MA 01923 (978) 750-1820

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    9901 W Ih 10, Suite 570The Colonnade I

    San Antonio, TX 78230 (210) 697-7100

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    Waukesha, WI 53188 (262) 446-8000

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    W177 N9886 Rivercrest Drive,Suite 101

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    1139 Upper Front St

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    East Syracuse, NY 13057 (315) 431-6100

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    100 Liberty Way

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    110 Court St Ste 3B

    Cromwell, CT 06416 (860) 344-9909

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    35 Corporate Dr

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    Fairfield, OH 45014

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    Indianapolis, IN 46204

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    Lexington, KY 40513

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    Toledo, OH 43606 (419) 578-2438

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    Lawrenceville, GA 30046

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    Duluth, GA 30097

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    Charlotte, NC 28277 (704) 847-8406

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    Chattanooga, TN 37421 (423) 894-1237

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    Cordova, TN 38016 (901) 624-8227

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    Raleigh, NC 27604 (919) 872-4700

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    Cary, NC 27513 (919) 481-9357

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    Chapel Hill, NC 27517 (919) 401-1550

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    Tampa, FL 33618 (813) 264-6588

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    Wausau, WI 54401 (715) 845-5211

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    Minneapolis, MN 55416 (800) 719-3333

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    Heathrow, FL 32746 (407) 829-6622

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    Lake Mary, FL 32746 (800) 313-1947

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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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    Richardson, TX 75080 (972) 231-7175

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    Castle Rock, CO 80109 (720) 733-1443

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    Centennial, CO 80111

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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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    1 Liberty Ctr

    Portland, OR 97232 (503) 239-5800

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    650 NE Holladay St

    Portland, OR 97232 (800) 275-5600

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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)

8/29/2015 Problems with Product/Service
8/28/2015 Billing/Collection Issues
8/28/2015 Problems with Product/Service
8/27/2015 Problems with Product/Service | Complaint Details Unavailable
8/26/2015 Billing/Collection Issues
8/25/2015 Problems with Product/Service
8/25/2015 Guarantee/Warranty Issues
8/24/2015 Billing/Collection Issues
8/22/2015 Advertising/Sales Issues
8/22/2015 Problems with Product/Service
8/18/2015 Billing/Collection Issues
8/17/2015 Problems with Product/Service
8/17/2015 Problems with Product/Service
8/16/2015 Problems with Product/Service
8/16/2015 Problems with Product/Service
8/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am writing in regards to my recent experience with Liberty Mutual Life Insurance Company. On January 22, 2015 I was in a car accident, not my fault. The guy who pulled out in front of me is insured by Liberty Mutual. After a $9k repair bill that Liberty Mutual did take care of, they are now refusing to accept that my vehicle has depreciated in value AT ALL. In fact, they have told me it has decreased $0 in value, according to their report. Here is the chain of events from my attempts to reach out to them regarding this matter:February 25, 2015 called ****** (ext. *****) who said she would have to run a report to see if it came back showing any decrease in value on my vehicle. After one week of hearing nothing back from her, I contacted her again on March 4, 2015. At that time she said the report came back showing $0 in diminished value.At this point I hired a Diminished Value company expert at a fee of $395 to come and appraise my vehicle by a certified appraiser. This company sent a licensed, certified appraiser to come out and assess/appraise my vehicle. They then sent me a 23 page VERY detailed appraisal report, along with instructions on how to proceed with the Liberty Mutual from there. I followed their instructions to the letter.April 17, 2015 I mailed the complete appraisal report via certified mail to Liberty Mutual. The letter stated they had 15 days to respond to my letter and send me the diminished value PLUS the $395 I had to pay to hire this company (I feel they owe me this because I gave them the opportunity first to do the right thing, but they chose not to), based on this licensed, certified appraisers expert opinion and report. To this date, I have still received NO response from them.May 12, 2015 I attempted to call ****** with Liberty Mutual, who was still supposed to be the claims specialist assigned to my case. Her outgoing voicemail said she was no longer working in that department, press 0 to connect to someone else. I did that and got **** on the line. He said he was showing ****** had CLOSED my claim, but he did see where I had submitted the appraisal. He said nothing had been done with it, it had not been sent to the department who handles those, but he would send to them as we were on the phone. He told me my case had now been assigned to **** ******** (ext *****), yet **** had also failed to contact me. He told me to expect to hear back possibly by Friday (May 14th). Of course, I did not.May 14, 2015 I called **** ******** (ext *****) at 2pm EST, left her a voicemail. In fact, her voicemail message stated if you leave me a message before 3pm EST I WILL return your call same day. May 18, 2015 I attempted to call **** again, no answer, left her another voicemail, still no returned call. I called again and waited to get any live voice in this department, spoke with ******. She stated she saw where my claim had been re-opened and that the appraisal report had been sent to one of their appraisers, but that appraiser was currently unavailable and she offered to transfer me to ****s supervisor (since I was getting no returned calls). I took her up on that, left a voicemail for supervisor ******* ***** (ext *****).Finally received a returned phone call from **** ******** on May 19th, said they would have to send out their own appraiser to look at my vehicle. I met their appraiser on May 29th.On June 3rd I received an email from **** at Liberty Mutual with her appraisers report attached. Not only was it not inaccurate, the appraiser never signed the report, never indicated he was a licensed appraiser (no credentials listed on his appraisal report) and I find they are using a 17c formula that is not applicable to my claim. It appears that the formula they have calculated their offer of $0 in diminished value from is the 17C formula or a variation thereof. After researching this on the internet, I have learned that this formula came out of the class action lawsuit against State Farm in 2001 in the State of *******. I am in ***** ********, not *******, therefore it is not applicable to my claim. Additionally, that lawsuit was pertaining to First Party Claims, my claim is a Third Party Claim.I re-sent another letter to **** via email AND certified mail on June 18th, received no response to my email to date and received confirmation they received my certified letter on June 29thto this date, still NO response.On July 15th I sent **** at Liberty Mutual an email to follow up, received an automated response saying she was out of office for an indefinite period of time with no access to email. The email simply directed me to call a 1-800 # with Liberty Mutual. This is the second time this has happened with 2 different employees assigned to my claim. No one from Liberty Mutual ever contacted me to let me know of these changes, no one took my claim over.At this point I have received NO response to my diminished value letter, no returned phone calls, after numerous attempts. I am reaching out to you in hopes you will be able to assist me in getting this company to not only respond to me, but also to do the right thing, as this accident was the fault of THEIR insured driver, not me.

Desired Settlement: I am requesting Liberty Mutual send me a check in the amount of $2770 for my diminished value of my vehicle, which has been certified by a licensed appraiser. They continue to say my vehicle has diminished in value $0 after almost a $9000 repair bill. This makes no sense.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.] Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ***** ****

8/14/2015 Problems with Product/Service
8/11/2015 Problems with Product/Service
8/10/2015 Billing/Collection Issues
8/10/2015 Problems with Product/Service
8/9/2015 Delivery Issues
8/7/2015 Problems with Product/Service
8/4/2015 Billing/Collection Issues
8/4/2015 Advertising/Sales Issues
8/4/2015 Problems with Product/Service
8/3/2015 Problems with Product/Service | Complaint Details Unavailable
8/3/2015 Billing/Collection Issues
8/3/2015 Problems with Product/Service
8/1/2015 Problems with Product/Service
7/31/2015 Billing/Collection Issues | Complaint Details Unavailable
7/31/2015 Problems with Product/Service
7/31/2015 Problems with Product/Service
7/30/2015 Problems with Product/Service | Complaint Details Unavailable
7/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ***** ********* have had a policy with ****** for two years my policy # ******** and I always paid on time but April 1st to April 28th they change my address without any knowledge to which makes no sense. They then asked me to provide proof of my current address which I did! They changed the address back but took a month to do so which then the charged me $1214.00 for that time period just adjusted it for the last 2 days of April. I don't understand why they took so long to changed it and why I had to pay a final bill for $857.65 when I have change my insurance provider on June 19th of 2015.

Desired Settlement: I would like for ****** to admit their mistake and back date my policy back to my address from April 1st to the 28th and reimburse me for those days to my original rate. I would also like ****** to reimburse me from June 20th to the 29th because I already got a new policy which I told them but they did nothing about.

Business Response:

RE: BBB Complainant No.: ********
Automobile Policy
America States Insurance Company: **** **********
To Whom It May Concern:

This is in response to the Better Business Bureau complaint dated July 6, 2015 regarding the additional premium on the complainant’s automobile insurance policy to cover the change in risk and add her daughter as a driver.

We added the daughter to the policy as a result of an accident on January 23, 2014 in which the daughter was operating her mother’s 2013 ********** ***** vehicle. Our investigation revealed that the daughter was a licensed primary operator of the vehicle and the vehicle was garaged and registered to our insured at a Brooklyn, NY address.

Further investigation revealed the address we had listed on the policy for the insured’s primary residence and garaging of the three insured vehicles was a Post Office Box and not a legal address. We notified the insureds agency of the intent to revise the policy address effective April 1, 2015 to the Brooklyn, NY location. On April 28, 2015 the complainant provided the agency with proof of registration for the three vehicles on the policy showing an address location of Loch Sheldrake NY. We amended the policy effective April 28, 2015 with the new address. We did not backdate this amendment to April 1, 2015 as we did not have proof back that the vehicles were registered and garaged at this location effective this date.

Upon receipt of a signed Loss Policy Release or proof of replaced automobile insurance coverage, we will revise the cancellation date of June 29, 2015 to June 19, 2015.

Thank you for the opportunity to address this concern,

***** ****
Compliance Analyst II

Consumer Response:

Better Business Bureau:

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

[My home address is ** ******* ** **** ********* ** ***** and Ive always had a mailing address *** ******** *** **** ********* ** ***** (which is located as you enter my community) . Ive proved that to my insurance company on multiple occasions. My daughter borrowed the car to go see her friends in Staten Island the day of the accident hence didn't drive it frequently! The damages after the accident ****** didn't cover at all I paid out of pocket yet they raised my premium and added my daughter to the policy then renewed my policy for the next full year! Which makes no sense since they didn't give us any financial compensation for the ***** and it had full coverage! I might not understand how insurance  works in detail  but I know when a car has full coverage insurance all physical damage to the property should be covered by insurance! Yet they took no responsibility to do so and then on top of that they change my address without any knowledge to me and charge me a ton of money for something I was unaware of its not fair. I would like ****** to backdate my policy and adjust my policy to what it should be with my address! ****** should have took responsibility to fix my *****! Yet they don't give anything just take from people and its not fair!

Regards,

***** *********    

Business Response: RE: BBB Complainant No.: ********
Automobile Policy
America States Insurance Company: **** **********

To Whom It May Concern:

This is in response to the Better Business Bureau rebuttal complaint dated July 9, 2015 regarding the additional premium on
the complainant’s automobile insurance policy to cover the change in risk, the addition of her daughter as a driver and
portions of the claim that insured states were not paid.

We added the daughter to the policy as a result of an accident on January 23, 2014 in which the daughter was operating her
mother’s 2013 ********** ***** vehicle. Our investigation revealed that the daughter was a licensed primary operator of the
vehicle and the vehicle was garaged and registered to our insured at a Brooklyn, NY address. The rebuttal letter did not
provide any new information that would cause us to reconsider our position.

The complainant’s disagreement with our claims investigation findings and the denial of any coverage for the claim submitted
for her vehicle is noted. Our coverage position is premised upon our investigation, presently known facts and the terms of the
policy. In the absence of any new evidence to the contrary, we maintain our position and we consider this matter closed and
will only respond if new evidence is presented.

Thank you for the opportunity to address this concern,
Compliance Analyst II

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 # 10701060. Please add your rejection comments below. 

[My daughter isn't a primary driver she burrowed the car . I will sent the documents with the attachment. My daughter doesn't reside with me for one and why would safeco change my address a year and a few months after the accident just to see their own mistake and put it back a month later? Just to charge me for their own error?

Regards,

***** *********  

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 isn't correct if I knew that you would do something like this without my consent I would have used a different Insurence carrier. I understand that Insurence companies don't like to pay out but this is just beyond me.  I wasn't notified of the change till after it was made! I would have left the company right there and then!

Regards,

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

 

7/27/2015 Billing/Collection Issues
7/25/2015 Problems with Product/Service
7/24/2015 Billing/Collection Issues
7/24/2015 Billing/Collection Issues
7/20/2015 Problems with Product/Service
7/20/2015 Billing/Collection Issues
7/20/2015 Problems with Product/Service
7/20/2015 Problems with Product/Service
7/20/2015 Problems with Product/Service
7/20/2015 Problems with Product/Service
7/20/2015 Billing/Collection Issues
7/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Bait and switch tactics between the online quoting system as well as telephone licensed agents. I switched carriers from *********** to Liberty Mutual due to the reduced premium amount. I was quoted one premium online ($1308) then a live agent quoted a different amount ($1490). Complained to Liberty Mutual presidential customer service team in regards to the quote. Coincidentally shortly after the issue was resolved via a licensed telephone agent and the policy was set to $1287.00. This was done after numerous phone calls and extended hold times as agents did NOT wish to help me, since they would not make any income on a rewrite. Weeks later presidential customer service rep. ***** ******* reversed everything that was done. I advised that I would not have switched and incurred cancellation fees with my existing company if the quote was not competitive (better). ***** advised the licensed telephone agent incorrectly drew up my policy. He then agreed the time and financial consequences of switching to Liberty Mutual from *********** was that of the customer. The client was to blame, not the company or the due diligence of their licensed telephone agents for writing policies with proper premiums. He also agreed that there would be NO resolution to this matter. The online quoting system is one of the bait and switch mechanisms, as I can input all my exact profile information today and it will give me a lower quote than my current premium. ***** ******* was not able to provide me the same quote as their online system, refuses to rewrite my policy with the proper premium, and will not offer me consequential financial costs due to switching to Liberty Mutual. He has also taken a stance as to making NO attempt to Resolve this matter.

Desired Settlement: I would like my policy to be back at my agreed annual premium amount of $1287.00.

Business Response: Dear Mr. *****,

This is in response to your July 13, 2015 correspondence to the Better Business Bureau regarding your previous policies. I appreciate the opportunity to respond to your concerns. Please accept my apology for any miscommunication that may have occurred regarding your eligibility for the Multi-Policy (Account) discount when initiating an automobile policy.

There is never an acceptable reason for poor customer service. 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 in an effort to improve our service in the future.

On June 25, 2015 we initiated an automobile policy for you effective June 26, 2015 with an annual premium of $1,501. On June 26, 2015 you contacted us to advise you initiated an automobile quote online, which was less than your current policy premium. Your June 26, 2015 policy cancelled effective June 27, 2015 at your request, and a new automobile policy was initiated effective June 27, 2015 with an annual premium of $1,287.

In your correspondence, you mention bait and switch tactics between our online quoting system and our licensed telephone agents. Our internet quoting system allows users to enter their personal information, details regarding their automobiles, and to select their own coverage limits independent of the involvement of a sales representative. The primary reason your online quote was lower than the initial policy quoted was due to the inclusion of a Multi-policy discount.

Although you are eligible for an Account or Multi-policy discount for your active life policies, in order to qualify for this discount on your automobile policy for a homeowner policy you must have an active policy insured with Liberty Mutual for your primary residence with you listed as named insured. Our records do not reflect you have an active policy insured with us under your name for your residence at **** ****** ***** ******; therefore you are not eligible for the Multi-policy discount.

A policy correction was implemented on July 13, 2015 to remove this discount retroactive to the June 27, 2015 inception date. Your annual premium adjusted from $1,287 to $1,475 and a Declarations page reflecting this change was issued to you.

While we appreciate your concern, and regret this error was not caught previously when we reviewed the internet quote with you, we have been consistent with our response that we are unable to include the Multi-policy discount on your automobile policy as we must charge the appropriate premium for the coverage afforded.

Our records reflect the manager of my team, Ms. ****** *******, previously reached out to you by email yesterday and requested that you telephone her directly if you would like to further discuss your concerns. Her telephone number is ###-###-#### and office hours are 8:00 a.m. through 4:00 p.m. Pacific Time.

Mr. *****, you are a valued customer and I regret my response could not be more favorable. If you have further questions or concerns, please also feel free to contact me directly. I will be happy to assist you.

Sincerely,

**** *******
Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Tele: ###-###-#### | Fax: ###-###-####

Consumer Response:

Better Business Bureau:

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

No resolution has been made or attempted by the customer care team of Liberty Mutual.  I have been in correspondence with ****** ******* who, as a manager, has not offered any resolution to:
1.  Bait and switch via online quoting system
2.  Less than diligent service provided by a "licensed" telephone agent, whom wrote up the policy on 6/27/2015.
3. Consequential time and financial damage due to unnecessarily changing carriers--due to the good faith placed on Liberty Mutual and their premium amounts.
4.  Blaming the customer for improper actions by Liberty Mutual, done by ***** *******.

I have not telephoned with ****** yet due to her not offering a resolution, or response to my request for resolution.  She has only mentioned different discount angles that other telephone agents have attempted and advised wouldn't apply.  I have emailed her and yet to receive a response as of 7/16/2015.

**** has mentioned the multi policy discount via the online quoting system.  No where does the online quoting system specifically request for a "primary residence" when prompted for the multi policy discount application; this is just another reason for the bait and switch mechanism online, as **** has explained after the fact it must be a "primary residence" to qualify.  I have fell victim.

?

Regards,

**** *****    

7/20/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Liberty Mutual has advertised for years that they have an accident forgiveness auto policy. I purchased a new ****** ******** in June of 2013. ****** publicly endorses Liberty Mutual as a business partner as did my alma mater the University of Tennessee, Knoxville that offered discounts for being an alum. My first year automobile insurance rate was over $1,100.00. The rate was under a hundred dollars a month, I didn't think it was that outrageous. My second year 2014 to 2015 my auto insurance rate went up to $1,417.00 per year. When I called my agent ***** ******** (Minneapolis) he didn't have much of an explanation except stating my rate went up a little. My proposed 3rd year rate was $1,661.00. I have not had a ticket of any kind in over 10 years. I have not been in an accident in over 10 years. The only claim I have had is a cracked windshield in July of 2013 when a rock cracked my windshield. When is Liberty Mutual going to live up to it's advertising. Isn't there a law that covers "Truth in Advertising"? Liberty Mutual's behavior and honesty are is in serious question. Liberty Mutual should be prosecuted to the fullest extent of the law. Travelers Insurance has provided full coverage with increased coverage rates for $1,008.00 per year.

Desired Settlement: An explanation of why my insurance rates increased. An explanation of why my policy did not have the "New car replacement" active on my account? I was sold the policy I was told the "New car policy" was in effect. I checked my policy online the feature was off. I activated the "New car" feature and ran the recalculation it showed an increase of about $70.00 per year. Liberty Mutual should publicly apologize to the American people for lying. Liberty Mutual should have to pay a huge fine.

Business Response: RE: Personal Automobile Policy: *****************
      LM-General Insurance Company/ NAIC: **********
Dear Mr. ******,

This is in response to your June 25, 2015 correspondence to the Better Business Bureau regarding your automobile policy. I appreciate the opportunity to respond to your concerns.

This policy initiated effective June 14, 2013, subsequently renewing each year, most recently June 14, 2015.

At the policy inception, New Vehicle Replacement Cost Coverage (AS2112 10 99) was applicable to this policy. The enclosed endorsement issued to you at the policy inception explains when this coverage applies as shown below:

Replacement cost for a total loss on a new “your covered auto” applies as follows:

a. Total loss must occur during the first 12 months of insurance coverage, and
b. Within the vehicles first 15,000 miles,

whichever occurs first, we will pay, at our option, the full cost of repair or replacement, less the applicable deductible.

Therefore, this coverage was no longer applicable after the initial 2013 policy term. However, Liberty Mutual Insurance offers Better Car Replacement coverage which may be applied at the policyholder’s request for an additional premium. This endorsement applies to total loss vehicles only (whether At Fault or Not At Fault) and will provide Actual Cash Value of the same make, model, and equipment of a vehicle one year newer than the covered vehicle as well as 15,000 fewer miles from the vehicle that was lost. Better Car Replacement coverage is not currently applicable to this policy; however, you may elect to carry this coverage going forward.

Regarding your premium concerns, at Liberty Mutual Insurance, we are very serious about our obligation to offer our policyholders a competitive premium while remaining financially secure. Maintaining this balance means we must periodically review our rates and make necessary adjustments. Some of the factors that impact overall rates include the increasing costs of repairs, medical expenses and the frequency and severity of claims.

In addition, the percentage amounts of your Early Shopper, New Move and New to Liberty Vehicle discounts were decreased with each year’s renewal. Although you will continue to receive these discounts for several years, the percentage allotted for these discounts decreases each year as your policy ages.

Your premium appropriately reflects your risk profile and your good driving history. Insurance rates are also based upon the company's underlying costs and statistical data. Your policy term is for one year and your premium may subsequently be adjusted at renewal. Your driving record is only one factor in your premium determination. Premium is determined using a sophisticated rating structure with multiple factors considered.

In your correspondence you also expressed concern regarding the premium difference with your automobile premium as compared to other carrier’s quotes. There are many factors that are considered when determining the premium for a policy. I am unable to specifically address why another insurer’s rates are lower than those of Liberty Mutual. Each insurer rates policies according to their own rating practices filed with the state. Our rates are based on our collective loss experience in the state of Minnesota. We review our rate plans continuously and strive to provide quality insurance while providing a high degree of customer satisfaction.

Your policy remains active and your correspondence references that another carrier “has provided full coverage”. If you have secured alternate coverage, please provide the inception date of your new policy and I will cancel this policy effective the same date. If you have not secured alternate coverage, I would be happy to review your policy with you for any savings opportunities.

Regarding your request for an apology, a new business packet issued to you at the policy inception in 2013 outlining the provisions applicable to this policy. While we appreciate your concern, we consider it an unreasonable expectation that the policy provisions would extend beyond what is outlined specifically in your policy contract. The policy documents issued to you included a notification advising you to contact us with your questions. We encourage our customers to contact us to avoid any misunderstandings regarding their policy. Although we regret your unfavorable experience, an apology is not warranted in this instance for the reason you suggested.

Mr. ******, you are a valued customer and we thank you for allowing us to provide for your insurance needs since 2013. If you have further questions or concerns, please also feel free to contact me directly and I will be happy to assist you.

Sincerely,

******* *********
Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Phone: ###-###-#### 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. 

[I find Liberty Mutual's explanation incredibility stupid.  I understand the delicate balance between assets and liabilities and the company needing to make a profit, yes it's called capitalism.  To state that I will be receiving certain discounts for years to come is laughable when they have raised my rates approximately 20% each year for two years in a row.  Liberty Mutual stated that they had sustained considerable losses in Minnesota and that they needed to recoup their losses.  This again is understandable, what I have a problem with is their decision to soak the policyholders that did not file a claim.  Hey, here's a thought, why not just raise those policyholders policy's that cost Liberty Mutual the most.  Why is it that I am paying for other policyholders misfortunes and for Liberty Mutual's mismanagement and over extension of their ability to make a profit.  I will be sure to tell everyone I meet about my experience I had with Liberty Mutual and all the discounts I received.  I will also tell everyone I meet about the insurance company I found that provided better coverage for half the price.   I can only hope that every other Liberty Mutual policyholder  that is in my position feels the same as I do.]

Regards,

****** ******    

7/20/2015 Billing/Collection Issues | Complaint Details Unavailable
7/20/2015 Problems with Product/Service | Complaint Details Unavailable
7/12/2015 Problems with Product/Service
7/11/2015 Problems with Product/Service
7/9/2015 Billing/Collection Issues
7/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had an open claim with Liberty Mutual Insurance on my homeowners policy since February 20, 2015. I have been trying to comply with all of their requests and be timely in sending any information requested as part of this claim. They however have been dragging along slowly this whole time. I am about to have my 3rd field adjuster come out to the house to access the damage. I have been waiting for 3 weeks for this to happen and they still don't have an answer. I'm going on 4 months just trying to get the necessary repairs done and every time I call I do not get an answer or a call back. They constantly put me off and tell me they are working on it. I'm not sure what they are working on because nothing ever gets done. I am just so fed up with having to call all day long and beg everyone to do something to make this happen. I could go on for days telling about the stress and inconveniences I have endured. Just looking for some help to get this situation taken care of.

Desired Settlement: I would just like for all of this to be taken care of and resolved as soon as possible.

Business Response: N/A

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  They have side stepped the issues of rudeness, ignoring my calls and emails, they sent out the adjuster on the 8th and it's now the 15th I have yet to receive a call or anything from my in house adjuster.  They sent him out almost a month after I sent in the required documents they had asked for.  Which the previous adjuster had told me there wouldn't be an issue with.  I want everything done to make this wrap up as soon as possible and everything they have told me up to this point has been a lie.  I don't trust them and I am sure after all this they will probably cancel my policy. I just don't think they are trying nearly as hard as they claim to make this process move faster. Regards, **** *****  

Business Response: Liberty Mutual response.

7/2/2015 Billing/Collection Issues | Complaint Details Unavailable
6/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Tried to trade in my car for a new one, dealership said vehicle history report revealed total loss on my car, gave me a very low value on trade in as a result. Also have been getting unusually high quotes when shopping for auto insurance the past few years. My car has never been in an accident, owned since 2009. My insurance company ( not Liberty Mutual) pulled history report on my car and revealed Liberty Mutual has been reporting claims involving my vehicle's VIN number since 2010, 7 total claims. I have never had auto insurance with Liberty Mutual. Discussed with representative of Liberty Mutual, she said there was a mixup and they somehow accidentally used my VIN number instead of their customer's VIN number to report claims. She said pictures of car associated with total loss was of a different model than mine and their picture of total loss car's VIN number didn't match what they reported. It's been over a week and, per my insurance company, when they ran report, Liberty Mutual have not resolved false claims. I can't sell my car with this false history report, consumer may think I am lying when I declare my car has not been involved in an accident. I continue to put miles on my car while waiting for them to correct, thus devaluing it further. Car I wanted to buy has been sold. I may have been misquoted insurance rates for many years based on false claims on my car. Their followup is poor, not responding to emails in a timely manner.

Desired Settlement: This error needs to be corrected with a sense of urgency. I need to know if I am a victim of fraud or if this is as a result of poor policies and controls, or incompetence. I am owed an apology. The dealership and salesman I went to are owed an apology for their loss of business from me. I would like to know what controls they are to put in place to ensure this doesn't happen to me again.

Business Response: Response to ********

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

6/30/2015 Problems with Product/Service | Complaint Details Unavailable
6/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I saw a promotion from liberty mutual for an auto insurance quote and i would receive a 10$ gift card. I saw a promotion from liberty mutual for an auto insurance quote and i would receive a 10$ gift card. Unfortunately liberty mutual after providing all my information and prerequisites for the auto insurance quote liberty mutual couldnt offer me a rate. The customer service representative said even though they couldnt offer me insurance they would still honor the gift card. All i had to do was email ******************************** i did so and still have not received my gift card. I called their 1-800 number again and the agent was rude enough to tell me the promotion was over and i didnt qualifi. He clearly could see when i applied for the insurance quoute and just didnt want to resolve the problem. I should of never given all my personal information to this company so now its resulting in a bbb complaint.

Desired Settlement: My gift card and now that i have wasted 2 hours on this whole situation i would love to have my gift card be 40$

Business Response: RE: **** Gift Card Promotion Dear *** ******, This is in response to your June 10, 2015 correspondence to the Better Business Bureau regarding our **** gift card promotion. I appreciate the opportunity to respond to your concerns. I attempted to contact you by telephone; however, I was unsuccessful reaching you. Thank you for taking the time to detail your experience. We regret that your initial experience has been less than favorable. Your feedback will be used in our continued efforts to improve our customer experience. An email was issued to you June 15, 2015 containing the $10 *-*** gift code. I trust your concerns have now been resolved. *** ******, we appreciate you thinking of Liberty Mutual Insurance for your insurance needs. If you have further questions or concerns, please contact me directly and I will be happy to assist you. Sincerely, ******* ********* Customer Care Specialist Customer Care Unit Personal Insurance Distribution Operations

6/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ******** ****** work for **** ****, for the last 19 years. Last July i had a health issue.I went to my doctor and was under her treatment due to my back pain I had an x-ray /MRI diagnosis. I am a single mom and the only one to bring bread to the table . due to this problem I cant sit at work. My doctor pulled me out from work in November and referred me to a neurologist. He diagnosed that the problem is in my nerves. He said I cant work and pulled me out for another three weeks . I filed for short term disability and liberty mutual denied my claim. I have proof of every thing. .now I am under more stress and behind on bills .Now I have anxiety, stress & depression. I am still not feeling good and still working. how will i pay my bills.Please help me I want to investigate why they denied my claim.

Desired Settlement: DesiredSettlementID: Refund i want the money that i need and deserve.

Business Response: You submitted a claim with a disability commencing November3, 2015. For the *** plan, a disabilitymeans a sickness or injury (including pregnancy) that:Prevents or limits you fromperforming the material and substantial duties of your regular occupationRequires the regular attendanceof a physicianCausesyou to lose 20% or more of your earningsMedical records on file are summarized as: 11-4-2014: She presents with complaint of lower back pain.States lower back has been bothering her for the past year.  Sitting and walking increases the pain.Patient believes her lower back pain is a result of constants stress at workand poor ergonomics.  Rates pain 7/10.Plan:patient advised to present to clinic 3 times per week for 4 weeks. Should beable to return to work week of December 4, 2015.  To assist in clarifying your functionally and any associatedrestrictions or limitations, we conducted a clinical review. The clinicalreview is summarized as:Based on the evidence reviewed reasonable restrictions ofposition changes as needed when sitting continually is supported due to chroniclow back pain until the symptoms resolve. The evidence notes mild findingsrelated to lower back and neck but is not consistent with serious pathologyresulting in functional impairment.Your *** claim was denied December 31, 2015 on the basisthat our review did not support that you were disabled as defined above. Our December31, 2015 denial letter explains the basis for this determination.  In the December 31, 2015 denial letter, wefully advised you of  your ERISA right torequest a review of the denial determination and to submit any additionalinformation in support of your claim.Additional medical information received is summarized as:1-22-2015: Presents for evaluation of back pain. She notedwith sitting that she has significant exacerbation in pain and has been makingmistakes at work as a result of pain. She emphasizes that back pain is limitingher ability to work. X-ray lumbar spine with facet arthropathyL5-S1. MRIdemonstrates L4-5, L5-S1 disc bulging. She denies arm symptoms, there is no reported radiation intolegs.1-26-2015: She may return to work February 16, 2015.1-27-2015: I sent her to neurologist who recommended restfor 3 weeks and perhaps an EMG.Liberty Life conducted a subsequent clinical summarized as:On11/1/14 you treated with **. ***** reporting lower back pain radiating to yourright lower extremity with muscle aches. **. ***** outlined that you weretaking *********{anti-inflammatory}and ******** {muscle relaxer}. The exam was limited and revealed positivestraight leg raise {used to diagnose lumbar herniated disc} and decreasedsensory of the right greater than the left lower extremity. On 11/15/14 youreported ongoing back pain on and off, with difficulty sitting and walking. **.***** noted you were attending physical therapy {pt}. On11/29/14 **. *****noted that you had been very good, but the pain continued to radiate to yourleg. You reported being able to bend that day. Low back pain, neck andgeneralized anxiety disorder were outlined. There were no medication ortreatment plan changes. On 12/13/14 you reported ongoing symptoms and nottaking your ********** {analgesic to treat nerve pain} secondary to fear ofside effects. Re-starting ********** was advised. On 1/17/15 you reported ongoingpain although feeling better when you take medications. There were no examfindings, medication changes or changes to the treatment plan. An undatedRestriction form outlined sedentary restrictions and a return to work date of12/1/14. On 11/4/14 you treated with **. Alebiosu for ongoing symptoms. Theexam revealed decreased cervical extension and flexion, and tenderness andspasms to the upper and lower back, although normal strength. You reportedfeeling better after treatment. 4 weeks of treatment advised {there are noadditional treatment notes available}. On 1/22/15 you treated with **. **** forongoing symptoms. **. **** endorsed previous treatment to include physicaltherapy {started 10/2014} and an X-ray and subsequent MRI {L4-5, L5-S1 discbulge, with a patent foramina}. You continued to deny taking the ********** todate. You denied arm symptoms, bowel/bladder dysfunction, radiating symptoms toyour legs and anxiety/depression. The physical exam was normal. An EMG {recordselectrical activities of skeletal muscles} was ordered, continue physicaltherapy, gradually start ********** and out of work through 2/16/15 advised.Given the ongoing symptoms, with minimal exam findings and additional treatmentto include referral to neurology and EMG, restrictions and limitations of nolift /carry/push/pull greater than 20 pounds occasionally and positionalchanges as needed while sitting continuously are reasonably supported from11/3/14 through 2/4/15. This allows time for further progression in physicaltherapy, as well as completion of testing and follow up with **. ****. Thereare no mental nervous restrictions and limitations as they relate to thereported anxiety as there is no evidence to show marked functional impairmentrelated to a mood disorder. There are no mental status exams, no medicationsadvised and no further escalation in treatment to include referral to a mentalhealth provider. Liberty Life notified you by our letter dated February 20,2015 that we had completed our review of your request for reconsideration ofthe denial of your *** benefits and determined that you were not disabled asdefined above.  Your claim was denied on the basis that the medicalinformation on file did not support that you were disabled as defined above.

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 # ********. Irejected this response becausei feel that liberty mutual discriminated against me. Whatliberty mutual did is against business ethic. Liberty Mutual misledand misinformed me throughout the claim. In September when iwent to my primary physician, Dr.***** and she diagnosed mewith ***** ****** syndrome. She gave me medication and suggestedphysical therapy. My condition causes severe back pain ,numbness of the groin and inner thighs, bladder and boweldysfunction, and sciatica type pain. Severe back pain and saddleanesthesia are considered red flags and require urgent treatment. AsI reported to Liberty Mutual, i had severe back pain and couldn'tsit in my seat at work. So I took off work on November 1st and fileda claim with Liberty Mutual and advised them to follow up with mydoctor and told them everything about my situation. They nevercontacted my doctor and instead called my therapist and got theinfo from him and made a decision based on that. Then they sentme a letter saying my claim was denied because i did not have aserious condition even though my doctor diagnosed me with *********** syndrome and said i did not have enough documents to prove mycondition. I have X rays and MRI to prove that i have a seriouscondition. I went to a neurologist on February 12th and he tookme off work again for 3 weeks. I called Liberty Mutual and asked themwhat i should do and they said i should open a new claim. I talked to**** and he opened my new claim and i gave him my neurologistinfo and asked him to follow up with him. Then liberty mutual calledagain and said i cant open a new claim and have to appeal. Theynever contacted my neurologist. They left out all the major andimportant info and made the decision without reviewing mycomplete medical record. All this time they misled me and gave mefalse info. Because of Liberty Mutual i have been diagnosed withdepression and am taking the anti depressant Sertraline. Iam sending you guys the proof so you can see for yourself. i do nottrust liberty mutual. if i hadn't contacted my doctor i wouldnot have even found out about what Liberty Mutual did. How canliberty mutual deny my claim and say i do not have a severe conditionwhen I do. Regards, ******** ******  

Business Response: Liberty Life conducted two clinical reviews of the medical and diagnostic records contained on file as outlined in our prior response. Upon our receipt of the BBB review we conducted another clinical review which agreed with the prior clinical assessments. We understand that you disagree with our denial determination, however; our position remains as outlined in our letter dated February 20, 2015. As outlined in our February 20, 2015 letter, your administrative right to review has been exhausted and nofurther review will be conducted by Liberty and your claim will remain closed. You may request to receive, free of charge, copies of all documents relevant to your claim. You have the right to bring a civil action under section 502(a) of ERISA following an adverse benefit determination on review.

6/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A Liberty Mutual rep called me and berated and belittled me regarding my cancellation with LIB insurance. I told him why because LIB does not offer any military to military veterans or disabled vets (like myself). He said to me the following: “I don't care about the military or any disabled veterans. Lib has never nor will ever give anyone in the military a discount.” I told him that I was a disabled veteran with over 20 years of service working overseas disarming IED’s. then I told him that I am telling all my friends, relatives, **** **** ** hospital, Veterans shelters to cancel all contact with Liberty Mutual and go elsewhere. I hung up called customer service and asked for the CEO of Liberty Mutual which is ***** ****.

Desired Settlement: Better training of service reps

Business Response: Dear *** **********, This is in response to your June 12, 2015 correspondence to the Better Business Bureau regarding your recent service experience. I appreciate the opportunity to respond to your concerns. Please accept my apology for your service experience. Liberty Mutual Insurance values our active duty military, veterans and their families who sacrifice and protect our country every day. I regret the service you received was not reflective of our respect and appreciation. Feedback has been provided to the appropriate management to review and address. Recently we started offering a Military discount on the automobile policy to active duty military personnel in selected states. As with all new discounts or programs, we first reviewed the feasibility with respect to the regulatory environment in which we operate prior to implementation. Although we do not currently offer a Military discount for veterans, we appreciate your feedback. Whether we are able to offer a discount in the near future or we save and revisit this idea at a later date, your willingness to share your experience is helpful in our continued efforts to better serve our customers. *** **********, we regret your decision to cancel these policies and are sorry to have lost you as a customer. If you have further questions or concerns, please contact me directly and I will be happy to assist you. Sincerely, ******* ********* Customer Care Specialist Customer Care Unit Personal Insurance Distribution Operations Phone: ###-###-#### Fax: ###-###-####

6/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ********* *** Did not notify us of exclusion of driver charge. I have spoken to 3 customer service reps and I found out that they are charging us $250/yr for a driver exclusion charge that we were never notified of.

Desired Settlement: We would like a refund of the exclusion charge that they have been charging us for almost 9 months

Business Response: June 18, 2015BBB serving Eastern Massachusetts, Maine, Rhode Island and VermontRE:   Complaint #: ********         Automobile Policy         Home State County Mutual: **** **********Dear Better Business Bureau:Thank you for your correspondence of June 17, 2015 regarding Complaint # ********. The inception date of this Automobile policy was May 9, 2011. On August 7, 2014 we contacted the insured’s agent to inquire if the daughter listed on the policy as having a permit should be amended from a non-rated driver to a rated driver as she was 20 years old. On August 15, 2014 the insured advised us that his daughter was away at school and returns to visit during the summer and winter. We advised the insured that his daughter is considered a household member and that we will exclude her on the policy. Our rating rules state that drivers who must be rated or excluded include youthful operators who are resident students at a school, college, or educational institution. On August 15, 2014 we also sent the insured via email anExclusion of Named Driver form which he signed and returned to us.  On August 17, 2014 we amended the policy to exclude the insured’s daughter effective August 15, 2014 and mailed a copy of the endorsed declaration pages to the customer. The endorsed declaration pages list the daughter as a Named Excluded Driver and state “This policy includes a named driver exclusion surcharge for the excluded driver(s) listed.” This statement and listing of the daughter as an excluded driver are also included in the renewal declaration pages sent to the insured on September 7, 2014 and theendorsed declaration pages sent to the insured effective February 2, 2015; March 17, 2015; March 27, 2015; and April 14, 2015. On June 7, 2015 this policy was canceled at the insured’s request effective June 4, 2015. We are unable to refund earned premium for coverage provided.Please feel free to contact me directly if we can provide any additional assistance.Sincerely,***** ******, CPCUCompliance AnalystPhone: ###-###-####Email: ******************************

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  We received the updated policy and it showed an increase on our policy. When I called to question the the increase, the customer service rep told me that the increase was due to higher premiums in Texas, he never once told me that there was a charge for excluding our daughter. Furthermore, my payroll was deducted on June 12, 2015 for an  additional  $108.00 after I cancelled the policy on June 4, 2015. Safeco insurance is not flexible or truthful on their policy practices, that is the reason we cancelled the policy. 3 different reps told us the same thing that our premiums increased because of other insured drivers raising the cost. Please review our account thoroughly to insure we get a proper refund for payments made after our policy cancelled and for not notifying us of extra charges on the policy.  Regards, **** ****  

Business Response: June 26, 2015BBB serving Eastern Massachusetts, Maine, Rhode Island and VermontRE:   Complaint #: ********         Automobile Policy         Home State County Mutual: **** **********Dear Better Business Bureau:Thank you for your follow-up correspondence of June 19, 2015 regarding Complaint # ********. We have reviewed the Automobile policy and validated that the premium amount iscorrect. On June 11, 2015 a payment in the amount of $108.23 was received for this policy via payroll deduction for outstanding premium due. There is no refund due to the insured.As stated in our reply of June 18, 2015, we amended this Automobile policy on August 17, 2014 to exclude the insured’s daughter effective August 15, 2014 and mailed a copy of the endorsed declaration pages to the customer. The endorsed declaration pages list the daughter as a Named Excluded Driver and state “This policy includes a named driver exclusionsurcharge for the excluded driver(s) listed.” This statement and listing of the daughter as an excluded driver are also included in the renewal declaration pages sent to the insured on September 7, 2014 and the endorsed declaration pages sent to the insured effective February 2, 2015; March 17, 2015; March 27, 2015; and April 14, 2015. We are unable to refund earned premium for coverage provided.On October 22, 2014 the insured contacted us regarding the change in premium for this policy. As the excluded driver change had already been endorsed onto the 2013-2014 period and we had sent the insured renewal notice for the 2014-2015 period, our representative advised the insured that the difference in premium between the two periods was the result of astatewide increase. On March 27, 2015 the insured contacted us regarding the annual premium for the policy and our representative reviewed the policy with him. Please feel free to contact me directly if we can provide any additional assistance.Sincerely,***** ******* CPCUCompliance 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 to the customer service rep on June 4, regarding this matter and he did state that my payroll would not be withdrawn for any amount on June 11, 2015. This company  just continues to lie and take advantage of people just because they have access to our accounts.  At no time did I receive or was told about a charge for excluding drivers on our policies, that is a blatant lie. Regards, **** ****  

6/28/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: In the beginning of 2014, I was contacted by a gentleman representing Liberty Mutual in hopes that my husband and I would switch insurance companies covering our vehicles. I was told I would be in a promotion that if I signed up in April (I think), I would make a down payment and get to skip a month payment and resume a lower than we were currently paying,payment. I asked several questions, was very thorough on my questioning. I budget pretty close to down to the dollar per month on our bills so I keep track of all of it. After many questions, and re-assurance, I decided to switch companies. Earlier this year, our insurance was coming up for renewal and the rate went up so I found another company and cancelled. I was told by Liberty Mutual, I had a balance. I argued with the representative for several minutes and even told her to go listen to the "recorded phone call" so they would know what was said. Ultimately I feel I got tricked into switching companies. Had this "promotion" not been promised I would never have switched. I ended up having to pay a bill that I don't feel I owe. Had the first representative told me all the details up front I wouldn't have switched. In essence I was paying back a month, instead of what all other insurance companies do and paying for the upcoming month. I feel trickery was used in this instance. Product_Or_Service: car insurance

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like a refund check and my credit back to what it was.

Business Response: Dear **** *****, This is in response to your June 4, 2015 correspondence to the Better Business Bureau regarding your automobile policy. I appreciate the opportunity to respond to your concerns. This policy initiated effective March 17, 2014 with an annual premium of $2,210. A $184.16 down payment was remitted at the policy inception and you selected monthly ********** ***** ******** ***** as your preferred payment method which includes twelve monthly payments. The policy balance was adjusted to $2,025.84. Eleven additional *** payments of $184.17 were scheduled to pay the policy balance in full (with the final payment reduced by a few cents). As you stated, there was no payment required during the month of April as your first *** withdrawal was not scheduled until May. We received ten $184.17 *** payments from May - February totaling $1,841.70. We also removed the comprehensive and collision coverage from your 2005 ***** effective February 17, 2015 at your request which reduced the annual premium from $2,210 to $1,841. A $29 pro-rata credit was applied adjusting the policy balance to $155.14. There was one final *** payment of $155.14 scheduled March 16, 2015 to pay your premium in full. Prior to this scheduled *** payment, this policy was cancelled effective March 10, 2015 at your request and the *** billing was discontinued. A $34.10 cancellation credit was applied for the unused portion of the policy term and your remaining balance due adjusted to $121.04. A $121.04 bill issued to you March 10, 2015 due March 30, 2015 reflecting premium due for coverage provided through the March 10, 2015 cancellation date. No payment was remitted and the $121.04 balance was referred to collections May 20, 2015. Liberty Mutual Insurance uses a third party vendor, ****** ********** ******** ********, to secure past due premium owed for cancelled policies. Policyholders are referred to *****. when their policy has cancelled and the balance is not paid within 21 days after the final bill due date. A $61 payment was received June 12, 2015 adjusting the balance due to $60.04 which remains outstanding. **** *****, a billing history is enclosed for your review. If you have further questions or concerns, please contact me directly and I will be happy to assist you. Sincerely, ******* ********* Customer Care Specialist Customer Care Unit Personal Insurance Distribution Operations Phone: ###-###-#### Fax: ###-###-#### Enclosure

6/28/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Good Afternoon, In March 2015, I cancelled my Auto Insurance Policy#******************* * with Liberty Mutual, after obtaining Auto Insurance with **********. The Policy with ********** became effective March 15th, 2015. Shortly after I entered the Hospital. I remained there for a very long time. Yesterday, on my release, I noted that despite the cancellation of my Policy with Liberty Mutual Auto Insurance, they continued to debit funds from my Account. This is fraud, and I will call the Police and I will report it . I trusted this Company when I gave them my Debit Card information to make automatic payments. Despite the cancellation of Service they debited the amount of $88.+ in April 2015. and again in May 2015. This money MUST be immediately REFUNDED.

Desired Settlement: Liberty Mutual Insurance, whose Service Office is located in ** *** **** ********* In-*************************** MUST REFUND my money immediately. Despite the cancellation of Service, they debited money from my Account in April 2015, and May 2015. They also need to pay for March 2015, as my Auto Insurance with ********** Insurance became effective on 15 March 2015. Liberty Mutual was informed of my Insurance with **********. I am at a loss-at the dishonesty of this Corporation. Despite not providing any Service, knowing that the Policy was CANCELLED- they continued to debit funds, month after month, This is simply put-FRAUDULENT- THEFT from a 100% disable Vietnam Veteran, whose only source of income is my Disability Compensation. This is wrong! ** ******

Business Response: Dear *** *******, This is in response to your May 23, 2015 correspondence to the Better Business Bureau regarding your automobile policy. I appreciate the opportunity to respond to your concerns. This policy initiated effective September 5, 2014. You selected monthly Electronic Funds Transfer (EFT) as your preferred payment method. Prior to the receipt of your correspondence to the Better Business Bureau, Liberty Mutual Insurance was not aware of your intent to cancel this policy. You indicated alternate coverage was obtained effective March 15, 2015. Therefore, I cancelled this policy effective March 15, 2015 at your request to correspond with this date. After cancellation, there was a $153.64 credit balance which was scheduled to be refunded to you. However, two $88.33 Electronic Funds Transfer (EFT) payments previously credited to your policy balance April 1, 2015 and May 1, 2015 were returned as unpaid by your financial institution. In addition, your policy balance was debited a $25 returned payment service charge for each returned payment for a revised balance due of $73.02. As a courtesy, I waived the $50 in returned payment fees and the balance due was adjusted to $23.02. Due to the dishonored payments, instead of a refund due, you now have an outstanding balance owed of $23.02 which remains due. A final bill will be issued to you. *** *******, a billing history is enclosed for your review. If you have further questions or concerns, please contact me directly and I will be happy to assist you. Sincerely, ******* ********* Customer Care Specialist Customer Care Unit Personal Insurance Distribution Operations Phone: ###-###-#### 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.  My God, why do you feel the need to lie. This is a disgrace. MY Policy was cancelled, as you indicated, and in order to avoid any lapse in my  auto insurance, I immediately paid Nationwide, and has been paying Nationwide the sum of $107. monthly. I do not need coverage of two automobile insurance PoliciesBecause I was in the hospital, and was unable to check my Accounts, when I found out that you were still debiting Funds from my Account, I immediately informed ****** ****. Now ****** **** has charged me a total of $70- or two $35.00 Fee, to file a dispute to Liberty Mutual.****** **** has never returned payments. I DO NOT OWE liberty mutual ANY MONEY. liberty mutual IS A DISGRACE, AND I STONGLY SUGGEST that INSTEAD OF SPENDING MILLIONS ON ADDS, that YOU WORK ON CUSTOMER Service and try telling the truth. Dishonesty helps absolutely no one.  God is alive, and you can rob me while I am down, but you will suffer the consequences. I CANNOT AFFORD A LAWYER, BUT I WILL INFORM ANY AND EVERYONE THAT I KNOW OF THE DISHONESTY OF Liberty Mutual. I WANT MY MONEY BACK. What YOU HAVE DONE IS FRAUDULENT- you have wickedly taken advantage of my trust. I trusted you and agreed to let you automatically deduct the funds that were due. My God my God- why? I am at a loss, completely dumbfounded as to why Liberty Mutual felt the need to steal from a 100% disable Vietnam Veteran. I drive very little, and my only source of income is my VA disability Compensation. yet you have not wasted anytime in abusing my trust. I WANT my money back. I do not owe Liberty Mutual any money. The Policy was cancelled because Liberty Mutual resulted to be incompetent, and dishonest. The Policy was cancelled- coverage with another insurance immediately started. I do not owe Liberty Mutual any money. I am disable, but thank God, I am not stupid. What a shame, what a disgrace-the need to fraudulently deduct funds from my Account. God is alive- he sees and knows everything. By fraudulently debiting my Account, Liberty Mutual have proven to be nothing but a lowdown, disgraceful corporation- comparable to thieves- criminals. I want my money back! ******* *******    

Business Response: Dear *** ******** This is in response to your June 11, 2015 additional correspondence to the Better Business Bureau regarding your automobile policy. I appreciate the opportunity to further respond. You stated in your correspondence to the Better Business Bureau, that you contacted your bank and filed a dispute on the charges from Liberty Mutual Insurance. Therefore, as a result of the dispute, the April 1, 2015 and May 1, 2015 EFT payments were returned unpaid by your bank on May 29, 2015. A $23.02 final bill was issued to you June 2, 2015 due June 22, 2015 reflecting premium due for coverage provided through the March 15, 2015 cancellation date. The $23.02 balance remains due. The premium balance owed is supported by the policy documents previously issued to you. Your Declarations page confirmed the premium applicable to this policy. The billing history detailed every payment remitted, the credit applied to your policy for the unused portion of the policy term along with your returned payments. While we appreciate your concern, your contention that the balance is fraudulent is unsupported and inconsistent with what occurred. *** *******, if you have further questions or concerns, please contact me directly and I will be happy to assist you. Sincerely, ******* ********* Customer Care Specialist Customer Care Unit Personal Insurance Distribution Operations Phone: ###-###-#### Fax: ###-###-####

6/27/2015 Problems with Product/Service | Complaint Details Unavailable
6/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a large bill from Liberty Mutual for the insurance on our home in *** **** **** around the first week of June, 2015. I called the customer service number to try to get some of the items lowered so that I could lower the cost of the insurance. The girl refused to answer my questions (I don't think she was even listening to me) or tell me prices on the coverage for the dwelling, other structures, personal property or loss of use. This is a second home so we do not need loss of use and everything inside has depreciated in value from 1987 when it was all purchased so the personal property is way over the value. I finally gave up trying to talk to this girl since she kept telling me that I had to pay 60% for personal property and I had to pay loss of use. She never explained anything. I then emailed Liberty Mutual complaining about this and I received an email Tuesday, June 16th saying that my complaint had been forwarded and someone would be contacting me. No one has bothered. I then emailed them back again saying that no one had called me back and I'm still waiting to hear what excuse they will come up with. In the meantime I called an insurance broker to see if I could get insurance with another company and he told me that Liberty Mutual is the only company doing business in Big Bear (a monopoly that I do not understand) and that I now have full homeowners insurance but I could get DP3 which would be less coverage since it's not our primary home and the rates would be lower. No one at Liberty Mutual ever told me this!!! I feel like I have been lied to and scammed and cheated out of my money and there is nothing I can do because they are the only company doing business in *** **** and they can do whatever they like! It is down to paying insurance or selling our place now since we cannot afford these huge insurance bills!

Desired Settlement: I would like to be contacted by a MANAGER - not some customer service employee who is probably texting their friends while ignoring my questions and concerns. I would like to hear all of my options on what coverage I can get and what the costs will be. AND I would really like to know why Liberty Mutual has the monopoly on *** **** and can say that no other company can write homeowner's insurance there!

Business Response: Dear **. ******* This is in response to your June 15, 2015 correspondence to the Better Business Bureau regarding your homeowner policy. After notified of your concern, I attempted to contact you by telephone; however, I was unsuccessful in reaching you. I appreciate the opportunity to respond to your concerns in writing. Our goal is to provide exceptional service. I apologize that we did not follow through in this instance. Your feedback regarding your service experience will be used in our continued efforts to improve our level of service. Renewal documents issued to you June 1, 2015 for the July 21, 2015 renewal date. The annual premium increased from $755 to $911. At Liberty Mutual Insurance, we are very serious about our obligation to offer our policyholders a competitive premium while remaining financially secure. Maintaining this balance means we must periodically review our rates and make necessary adjustments. Some of the factors that impact overall rates include the increasing costs of repairs, medical expenses, the frequency and severity of clai** and our collective loss experience in the state of California. In addition, your dwelling coverage amount (Coverage A) increased from $150,000 to $155,000 at renewal due to your selection of an optional Inflation Protection Endorsement. 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. Insurance rates are also based upon the company's underlying costs and statistical data. Your policy term is for one year and your premium may subsequently be adjusted at renewal. Premium is determined using a sophisticated rating structure with multiple factors considered. Your homeowner policy is a package policy, which means some of the coverage is automatically included as part of the overall package and unable to be removed or lowered below the minimum limit. Coverage for your other structures, or Coverage B, is automatically calculated as 10% of your Coverage A dwelling coverage or $15,500 and this amount is unable to be adjusted lower or removed. Another example of a package policy coverage is your Coverage C personal property which is 50% of your Coverage A, or $77,500. When you spoke with our customer service department June 8, 2015 you requested to lower your Coverage C personal property from $77,500 to $10,000. As we explained, the minimum coverage provided for personal property under your policy package is 40%. If you reduced your coverage from $77,500 to $62,000 (40%), your annual premium would be adjusted from $911 to $884, a $27 savings. In your correspondence to the Better Business Bureau, you stated that you were advised you could obtain a DP3 policy at a lower annual premium. Dwellings that are owned and held for rental purposes may be written as a DP3. However, your home does not meet this criterion. In addition, obtaining a DP3 policy does not guarantee a reduction in the overall annual premium. Your premium appropriately reflects your risk profile and your good claims history. I am unable to adjust your premium unless you are eligible for additional discounts or we implement changes. I would appreciate the opportunity to review your homeowner policy with you by telephone for any additional opportunities for savings. In addition, we have an entire team of customer service representatives ready to assist you well into the evening hours at ###-###-####. We hope to provide you with the excellent service you deserve going forward. **. *******, you are a valued customer and we thank you for allowing us to provide for your insurance needs for twenty-nine years. If you have further questions or concerns, please also feel free to contact me directly and I will be happy to assist you. Sincerely, ******* ********* 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 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.****** contacted me by email and we found a time when we could speak over the phone.  She helped me lower the cost for the insurance and also helped me get set up for monthly payment which was a huge help since I've always had to pay the full amount at one time.  She did an excellent job helping me and I am very grateful that everything has been taken care of and will make it easier for me to keep the insurance at a safe amount. Regards, ***** *******

6/24/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was promised a $10 **** gift card by liberty mutual insurance for getting an auto insurance quote. It's been three weeks approximately, they obviously are trying to not give the gift card as I have contacted them three or four times and all they keep doing is making excuses. It's very crooked what they are doing

Desired Settlement: I only want what I was promised, a $10 gift card to ****, it's very unethical to make a promise to somebody and then intentionally not deliver.

Business Response: RE: **** Gift Card Promotion Dear **. ******, This is in response to your June 22, 2015 correspondence to the Better Business Bureau regarding our **** gift card promotion. I appreciate the opportunity to respond to your concerns. Thank you for taking the time to detail your experience. We regret that your initial experience has been less than favorable. Your feedback will be used in our continued efforts to improve our customer experience. An email was issued to you June 23, 2015 containing the $10 ***** gift code. I trust your concerns have now been resolved. **. ******, we appreciate you thinking of Liberty Mutual Insurance for your insurance needs. If you have further questions or concerns, please contact me directly and I will be happy to assist you. Sincerely, ******* ********* Customer Care Specialist Customer Care Unit Personal Insurance Distribution Operations

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 #********.if liberty mutual seriously thinks that I'm going to trust them with my insurance after they made me waste a lot of time and effort trying to get them to make good on their promises then they are seriously mistaken. Liberty mutual has shown it is completely untrustworthy and therefore they are not a good candidate for taking care of my insurance needs, perhaps if they gave me a $20 gift card as well to make up from my wasted time and energy, I might reconsider Regards, ******* ******

6/24/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Liberty Mutual offered a discount to all employees at the hospital where I work. Through the Federal credit union that I bank at in the hospital. So I switched from allstate to liberty mutual. I started paying liberty mutual in 2013 $800 a year but in 2014 it went up to $1,006 because I put in a claim. Now in 2015 I am paying $1,600 because I put in a claim. Now Im being told I no longer receive a discount because I put in a claim, that was never a stipulation when I switched that jump is ridiculous. I feel like I am being penalized for using the insurance that I am paying for. They are not truthful and now it has made my mortgage higher than normal. They are not a truthful compan. My toilet just bursted and broke in half and flooded out my bathroom and the water poored straight through my dining room ceiling and I dont feel like I can even call them without being penalized. Now I dont know what to do and paying that amount of money and cant use it is ridiculous and they could care less when I called the young lady said well in time it should come down she never encouraged me to put the claim in it was more like let some time pass.

Desired Settlement: My yearly amount to be reduced and some of my money refunded.

Business Response: ************ ******** ****** ******* ********* *********** ***** ********** ********** ****** ***************** *** ********* ** ********To whom it may concern,This is in response to the June 11th, Better Business Bureau Complaint from Ms. ******** ******.  Due to the sensitivity and confidentiality of the response materials we are sending Ms. ****** a separate response via USPS on 06/19/2015 that we believe will address her concerns.  Sincerely,******* ******* *** ********** ******* ********************************* ************* 

Consumer Response: Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below. I have know idea what the letter is going to say so I cant possible agree to something before I read it. Regards, ******** ******    

6/23/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I was contacted by a Credit Collection Services on a Billed from 2008 concerning Liberty Mutual. I wrote to Credit Collections Services in dispute of this attempting to collect bill. I asked Credit Collection Services if Liberty Mutual can provide the information. I asked that Liberty Mutual to provide policy number, phone number and email address that I had on file with them in 2008. I cancelled my Car Insurance with Liberty Mutual and moved on to a different insurance company. I no longer lived on the ********** ***** address. Any car insurance company that I done business with, I have provided my phone number and my email address. Liberty Mutual Group didn't try to contact me by phone or by email if I was a continue customer. I did not renew my car insurance with Liberty Mutual therefore, I don't understand why they have sent this information to Credit Collection Services. This account for car insurance from what I remember was in 2008. This account with Liberty Mutual is like 8 years old. With the time that I had Liberty Mutual, I never filed a claimed.

Desired Settlement: I want this 8 year old account removed from Credit Collection Services, because I did not renew this car insurance account with Liberty Mutual. I am not responsible for the amount owe from 8 years ago.

Business Response: Dear Ms. *********,

This is in response to your June 9, 2015 correspondence to the Better Business Bureau regarding your previous automobile policy. I appreciate the opportunity to respond to your concerns.

This policy initiated effective October 4, 2008 with an annual premium of $1,407. After the down payment of $117.25 was received, your remaining balance due was adjusted to $1,289.75. You elected monthly Electronic Funds Transfer (EFT) billing as your preferred payment method and selected a withdrawal date of the 15th. If the 15th occurs on a weekend or holiday, it delays the processing until the next business day. There were eleven monthly EFT payments scheduled in the amount of $117.25 to pay the premium balance in full ($1,289.75 divided by eleven), with the first EFT payment scheduled for November 17, 2008.

We received three payments of $117.25, totaling $351.75, and your balance due adjusted to $938.

However, the payment of $117.25 originally received January 19, 2009 was later returned unpaid on February 3, 2009. In addition, a $25 returned payment service charge was applied resulting in a revised balance due of $1,080.25.

We received a payment of $259.50 on February 18, 2009, which included the $117.25 past due amount from the prior bill and the $25 service charge, along with February’s payment of $117.25. However, this payment was also returned unpaid on March 4, 2009, and an additional $25 returned payment service charge was applied to your policy. The balance due adjusted to $1,105.25.

Due to the consecutive returned payments, a cancellation notice issued to you March 4, 2009 advising remittance of $284.50 was required prior to March 19, 2009 to avoid cancellation. When payment was not received, this policy cancelled for non-payment of premium effective March 19, 2009. After cancellation, a final bill issued to you for $335.25 reflecting the balance due for coverage afforded through the March 19, 2009 cancellation date.

Liberty Mutual uses a third party vendor, Credit Collection Services (C.C.S.) to secure past due premium owed for cancelled policies. Policyholders are referred to C.C.S. when their policy has cancelled and the final bill remains unpaid within 21 days after the final bill due date. Since payment was not received, the remaining balance was referred to collections on May 4, 2009. The $335.25 balance remains due.

You indicate in your correspondence that you cancelled your policy with Liberty Mutual and moved on to a different insurance company. Our records do not indicate we were contacted with your request to cancel this policy or that your contact information had changed. If you obtained coverage with another carrier prior to March 19, 2009, please send me a copy of your Declarations page by facsimile to ###-###-#### or by mail. My mailing address is:

**** *******
Liberty Mutual Insurance
** *** *****
*******, AZ *****

Upon receipt, I will amend the cancellation date to reflect the inception date of your new policy and the balance due would be adjusted accordingly.

Ms. *********, I enclosed a billing history for your review. If you have further questions or concerns, please feel free to contact me directly. I will be happy to assist you.

Sincerely,

**** *******
Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Tele: ###-###-#### | Fax: ###-###-####

Enclosure

6/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On or about April 29th 2013 I purchased home owners insurance through Liberty Mutual. My auto insurance was with Geico and I switched so that I could get a discount from having all of my insurance in one location. Geico partners with Liberty Mutual which is who they signed me up with. Without checking too much into I realize most insurance companies are relatively competitive with pricing in an area. I signed up for the insurance and started paying. While recently meeting with my bank to refinance my mortgage I discovered I was paying 3-4 times market price for my home owner insurance. Since I signed up they have been charging me insurance premiums which are not current with the market or even close. In 2013 they charged me $1,743 in 2014 it increased to $1,883 and now for 2015 it has increased again to $2,101 /year. In checking with 3 other insurance companies for comparable or better coverage I was quoted between $550-$700/year. Liberty Mutual has been price gouging me with non market insurance rates for the past 2 years. I will be switching all of my insurance to another insurance company as of next week. It is very confusing because when I call Liberty Mutual to speak to a person the person I am speaking with work for Geico. I called on 05/29/15 to speak to someone about my bill and asked for an explanation on why my rates were so high. I explained my situation and that I wanted to check and see if I had been signed up for some unusual coverage. I was advised I had not and that was what they were allowed to charge in Maine by the state. I asked to speak with a supervisor or manager. I spoke with a very pleasant gentleman named ******* ****** MOAT Service MDP from Geico Insurance Agency Inc. I explained the situation to him and he looked at the policy and was unsure why my rate was the price it was at. He was not able to adjust the rate or issue any type of refund. I inquired as to whom my homeowners insurance was through Geico or Liberty Mutual. ******* told me Liberty Mutual for my homeowners. I inquired why the rate would go up $218 this year from last year. I was not able to get a good answer. I told ******* my desire was to resolve this issue with them however if they could not resolve the issue I would be filing a complaint with the BBB. My Liberty Mutual policy number: #**************

Desired Settlement: I am requesting refunds in the amount of: 2013: $1,000 2014: $1,000 Total: $2,000 for being overcharged and price gouging with non market rates.

Business Response: Dear Mr. *******,

This is in response to your May 29, 2015 correspondence to the Better Business Bureau regarding your homeowner policy. I appreciate the opportunity to respond to your concerns.

Liberty Mutual Insurance has a partnership with GEICO for the writing of homeowners, landlord, tenant and condominium insurance policies.

Regarding your premium concerns, at Liberty Mutual Insurance, we are very serious about our obligation to offer our policyholders a competitive premium while remaining financially secure. Maintaining this balance means we must periodically review our rates and make necessary adjustments. Some of the factors that impact overall rates include the increasing costs of repairs, medical expenses and the frequency and severity of claims.

Your dwelling coverage amount (Coverage A) increased from $176,900 to $182,200 upon renewal due to your selection of an optional Inflation Protection Endorsement. 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.

In addition, the percentage amount of your Early Shopper and New Home Credit discounts were decreased with your June 1, 2015 renewal. Although you receive these discounts for several years, the percentage allotted for these discounts decreases each year as your home ages.

I am unable to specifically address why another insurer’s rates are lower than those of Liberty Mutual Insurance. Each insurer rates policies according to their own rating practices filed with the state. Our rates are based on our collective loss experience in the state of Maine. We review our rate plans continuously and strive to provide quality insurance while providing a high degree of customer satisfaction.

Mr. *******, we regret your decision to cancel this policy and are sorry to have lost you as a customer. If you have further questions or concerns, please contact me directly and I will be happy to assist you.

Sincerely,

******* *********
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. I followed up with a phone call to Nichole to again try to resolve the price rate dispute with Liberty Mutual directly.  I asked for information on how my rate was calculated.  Liberty Mutual was not able to provide me with that information stating it was proprietary.  Liberty Mutual was unwilling to work with me to resolve this issue in any way.  Regards, ******* *******  

Business Response: Dear Mr. *******,

This is in response to your June 5, 2015 additional correspondence to the Better Business Bureau regarding your homeowner policy. I appreciate the opportunity to further respond.

This policy initiated effective June 1, 2012, subsequently renewing each year. Upon renewal each year, renewal documents issued to you indicating the annual premium and coverage purchased.

There is no standard premium universally charged by all insurance carriers. Each carrier rates policies in accordance with their own rating practices partially based on their own loss experience. Our records do not reflect you were overcharged and a lower quote obtained with an alternate carrier is not an indication you were overcharged. The premiums we charge are the rates needed to ensure we meet our financial obligations to our policyholders. Your premium appropriately reflected your risk profile and your claims-free history. There is no refund due.

Mr. *******, if you have further questions, please contact me directly and I will be happy to assist you.

Sincerely,

******* *********
Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Phone: ###-###-#### Fax: ###-###-####

6/22/2015 Problems with Product/Service | Read Complaint Details
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Complaint: My husband and I have been dealing with ****** ***** at Liberty Mutual Commercial since 12/2014 on a claim. Our home had soot and smoke damage due to our gas company error in the beginning of December 2014. Their insurance company is Liberty Mutual Insurance Commercial located at **** ***** **** *** **** ************** ** *****. Liberty has paid the painters, and sent me a check for the company that they neg. with on the price to clean our house and $49.99 for leather furniture dye. What happen was the only thing personal such as furniture that was damaged was our leather sofa and recliner. We were lucky that we keep a blanket on our loveseat for our dog because that did not get messed up. The soot and smoke removed and discolored parts of our sofa and recliner. Me trying to be nice and told ****** ***** send me the $49.99 that the furniture store charges to get the dye touch up kit and let me do that so you will not have to replace them. Well when I called the furniture store they informed me that they discontinued that set and that if they send me any dye out that it was not going to match and it will be discolored. I called ****** ***** over and over sent emails and could not get him to call me back. I finally got a hold of a lady name ******* which was very nice and said no problem send me pictures of the furniture and the invoice if I had it and they could not give me full refund but less depreciation which I totally understand (something to that can not remember the whole detail was shocked that I got someone and they were not rude). Never heard back from her after I sent the items to her left messages over and over and emails. Finally today I get a call from ****** ***** that told me he was not going to anything that he was not going to re-place or fix, and he was so ugly and rude to me like I was beneath him and acted like I was some welfare person hungry. I ask him did I need or will I need to get someone for legal advise because this was going on too long and he said do what you want. I ask to speak to his manager because every time I tried to talk he would cut me off. He transfers me to his Managers voicemail and I zero out because I do not want another voicemail. I get a lady that is just as rude as he was and told me that the Manager was busy, I said then to please give me to someone that can help and she would not. I asked her what her name was and she refused to give it to me and hung up on me. Last week when I called another guy there in which he would not give me his name either but had a accent he did not even read my whole claim all he saw was that Liberty paid $1,000 to a cleaning company to clean the walls floors furniture in which they would not touch the sofa or recliner because it was discolored and said to me well maybe instead of paying someone to clean your house maybe you should have used that money to buy yourself furniture. Can someone please help me. ****** *****s number is ************** and by me calling the Liberty Insurance for personal they were able to give me his Managers name which is ******** ******* and her number is **************. I sure wished that your commercial reps take some training from the personal reps.

Desired Settlement: Refund or replacement, they can even come and get the old furniture if they want.

Business Response: Response is completed by:******** ******* | Claims Team ManagerLiberty Mutual Insurance | Helmsman Management Services**** *** **** ******* ** **********  *** ************ 

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.  ******** from Liberty Mutual did contact me and requested the additional information.  I did fax her the additional information that she wanted on June 8th in which that is the day she told me to sent it since she said she was going to be out of the office last week.  I received a message from her today June 9th that now  wanted to know if I had any pictures of the before and after pictures. Liberty had someone come out and take pictures of all of my things including my furniture and a person name ******* had those pictures at Liberty.  This is ridiculous and is stressing me out I complied to what they need and it is never enough they keep wanting more.  This was not my fault that this happened to my furniture it was the company that is insured with Liberty Mutual. As. of 2:04 pm today I have not had a response from Liberty since I left a message this morning with ******** telling her that she should have those pictures.  I feel like they are just trying to dray their feet in hopes that I will just say forget it. Regards, ***** * **** ******    

Business Response: Response added by:******** ******* | Claims Team ManagerLiberty Mutual Insurance | Helmsman Management Services*** ************ 

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

6/22/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I was involved in a car accident on Thursday, May 28th, 2015 at 6:40 am. The accident occurred at ******** gas station located at **** ***** ******** **** (at ****** ****) ******, Tx *****.I was at a complete stop with my left turn signal on indicating that I was waiting for a car to back out so that I could pull into the parking spot. ******** * ****** backed into the driver's side of my 2013 ****** ***** while I was waiting for the another vehicle to pull out of the parking spot. She apologized, and gave me her insurance information and her driver's license. I took a picture of both documents with my cellular phone. We did not call the police, because there was no physical/bodily harm. There are surveillance cameras at ********. Therefore, the incident was recorded by the cameras, and ******** ****** took full responsibility of being the cause of the accident. When I got home, I immediately called her insurance company (Safeco) because I have a dent and paint damage on the driver's side of my vehicle. I gave a recorded statement to the representative, and scheduled an appointment for Friday, May 29th to get an inspection and estimate of the damages at Service King located at **** **** **** ***** ******** *****, Tx *****. I was told by Service King that the next step in the process would be for the repairs to be approved by the insurance adjuster (******** ******) assigned to the claim. I waited a week, and did not receive an email or a phone call from ******** ******. I called ******** ****** several times (left voice messages), and never received a call back. I also tried emailing her, and never received a response. I was finally able to speak with her live when I spoke with another adjuster explaining how ******** never responds to my calls and/or voice messages. I explained how I felt that ******** ****** was being unprofessional and not cooperating. ******** explained to me that she had been trying reach out to ******** ****** via phone and mail to get a statement. I was told that ******** ****** has not called her back to give a statement. I was told that my vehicle could not be repaired until she received a statement from ******** ******. I explained to her the incident was video recorded by the surveillance cameras at ********. Also, it is obvious that her client is at fault due to the location of damage to my 2013 ****** *****. Obviously, if she is not returning the insurance company's phone calls and responding to letters; she is guilty and at fault. ******** ****** has been unprofessional and unhelpful throughout the entire process. She does not take time to update me on the status of the claim. I just want my vehicle to be repaired. Safeco's insurer was at fault in the accident. I should not have to wait until a statement is obtained by ******** ****** in order to get my vehicle repaired if the accident was caught on tape and due to the location of the damage.

Desired Settlement: I want the damage caused by their insurer (******** * ******) to my 2013 ****** ***** approved by Safeco for repairs.

6/21/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I called the number on my bill and asked to renew my renters insurance policy for six months and paid it in full. Six months later, I find out that my policy is still active and has not been cancelled as promised. I called again to correct the issue, and got handed off to multiple customer service representatives who were only concerned with getting me to pay an additional month after I had already moved out of the rental property. In order to "back date" the policy cancellation date, they asked me to submit multiple forms of paperwork. I pointed out that this was their mistake, that the policy was not cancelled when they originally promised me it would. I was met with limited apologies and more requests for me to do more work in order to correct the issue. And I was being put on hold every minute it seemed.

Desired Settlement: My policy cancellation date should be the one that we originally agreed upon when I paid the policy in full. It should not have been extended and then cancelled for non-payment. I pride myself as someone who pays all of my bills timely. I do not want to be labeled as a "non-paying" customer, nor do I want to be charged for an insurance policy on a property that I have no ties to! And I shouldn't be met with accusatory customer service representatives who waste my afternoon putting me on hold and debating with me on what is proof of my longer living in a residence that they already have proof of in their notes.

Business Response: Dear *** ******, This is in response to your June 1, 2015 correspondence to the Better Business Bureau regarding a previous tenant policy. I have been asked to research and respond to you and appreciate the opportunity. Please accept my apology for the delay in processing your cancellation. I regret any miscommunication that may have occurred. This policy renewed effective November 7, 2014 with an annual premium of $232. You contacted customer service on October 15, 2014 to advise that you would moving mid-term, so you would not need the policy for the full year. Our records indicate we updated your billing from pay in full to semi-annually, but advised you to contact us closer to your moving date to request cancellation. We received a payment of $116 on October 15, 2014 and your balance due adjusted to $116. After consecutive bills issued to you remained unpaid, a cancel notice issued to you on April 30, 2015 advising remittance of $116 was required prior to May 20, 2015 to avoid cancellation. When payment was not received, this policy cancelled for non-payment of premium effective May 20, 2015. A $7 bill issued to you on May 26, 2015 due June 15, 2015 reflecting the balance due for coverage afforded through the May 20, 2015 cancellation date. After receiving your correspondence, I amended the cancellation date to reflect May 7, 2015. Your balance due was adjusted to zero. *** ******, if you have further questions or concerns, please contact me directly. I will be happy to assist you. Sincerely, **** ******* Customer Care Specialist Customer Care Unit Personal Insurance Distribution Operations Tele: ###-###-#### | Fax: ###-###-####

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  The business responded and agreed to do the bare minimum in order to get my account off of their books.  They still owe me ~$7 for for the 7 days of renters insurance that they overcharged after the date that I told them I was planning on vacating the apartment.  The fact of the matter is that they do not have sufficient computer systems in place or quality customer service to overcome their mistakes.  I would never do business again with Liberty Mutual and be subjected to deal with their accusatory, unapologetic, customer service. Regards, ****** ******  

Business Response: Dear *** ******, This is in response to your additional concerns stated to the Better Business Bureau on June 11, 2015. I appreciate the opportunity to further respond and apologize your service experience did not meet your expectations. Our records indicate when you contacted us on October 15, 2014 you advised you were only in need of the November 7, 2014 renewal policy for six months as you were moving. Therefore, I amended the cancellation effective date to May 7, 2015. After cancellation, a $1 refund issued to your credit card reflecting the credit due after the amended cancellation date. While we appreciate your concern, your previous correspondence indicated you remitted the premium in full for the six months of coverage requested. I cancelled this policy after the six months consistent with this timeframe. Although we previously issued a bill to you for $7, you never remitted the additional premium payment. Instead, the balance due was adjusted accordingly when the cancellation date was amended. *** ******* please feel free to contact me with any additional questions or concerns. Sincerely, **** ******* Customer Care Specialist Customer Care Unit Personal Insurance Distribution Operations Tele: ###-###-#### | Fax: ###-###-####

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  The facts are that your insurance company wrongly charged me for insurance on a property that I did not live in for a period of seven days, and you refuse to correct the matter.  This would not fly in any other type of insurance (e.g., health, car, etc.).  Your response is just hiding behind semantics and the fact that your customer service staff incorrectly recorded notes in my file which should have read a cancellation date of 4/30/15, not "six months".Your customer service is atrocious, and your staff are untrained, rude, and accusatory.  Not only have you failed to correct the matter of wrongful billing, but you are still treating me as a number and not a person.  It's unacceptable when you claim to provide a service to customers.  I myself work in the customer service industry, and if I didn't know how to handle a customer's request, I would never simply fumble around with the customer's file and let it ride.  I also would never put a customer on hold 5 times in the course of one conversation while I pretended to research things.  And I certainly wouldn't make anyone jump through hoops for my mistakes!I'm sure this is all going right over your head as this is the third time I'm having to correspond with you in this manner, but if I may attempt to spell it out one more time...  I'm asking for not only my billing to be corrected, but for an apology for my mistreatment at the hands of your customer service, and also yourself, multiple times! Regards, ****** ******

6/21/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a credit collection letter regarding a Liberty Mutual Insurance policy, which was dated 8/4/2008. So my first question is why am I getting notification of this debt 7 years later? I had an auto policy with them until atleast 2010-2011, so that doesn't even make sense. Also, since then I've been asked to come back, stating they have changed their rates (which is why I left because I got a new vehicle in 2010 and found better insurance that was much cheaper). I'm assuming their bookkeeping is off somewhere and this is a desperate attempt to get money. I denied the claim through Credit Collection Services who sent me the letter, however, they responded that I do owe it, with no further information. Unless I receive detailed proof that I owe this, I am disputing this debt and not only want collection notices to stop but want it removed from my credit report as well. Thank you.

Desired Settlement: As stated above, I want this removed from all sources.

Business Response: Dear Ms. ******, This is in response to your June 5, 2015 correspondence to the Better Business Bureau regarding your previous automobile policy. I have been asked to research and respond to you and appreciate the opportunity. Please accept my apology for any miscommunication that occurred regarding the balance due on this policy. I regret the inconvenience this matter has caused. This policy initiated effective August 4, 2005 and subsequently renewed each year, most recently effective August 4, 2007 with an annual premium of $2,806. It was cancelled at your request effective the August 4, 2008 renewal. At the policy inception, you elected monthly Electronic Funds Transfer (EFT) as your preferred billing method which continued for each renewal term. There were twelve monthly payments scheduled in the amount of $233.83 to pay the annual premium in full ($2,806 divided by twelve, with the final payment adjusted a few cents), with the first EFT payment scheduled for August 30, 2007. We received eleven payments of $233.83, totaling $2,572.13, and your balance due adjusted to $233.87. On July 7, 2008 you contacted our customer service department to change your address. Your annual premium adjusted from $2,806 to $3,483 with a pro-rated increase of $51. Your balance due adjusted to $284.87. This policy was removed from EFT billing on July 9, 2008 at your request and placed on a monthly direct bill. On direct bill a $4 monthly installment fee is applicable to the bills issued. We therefore issued a bill for $288.87 on July 30, 2008 due August 19, 2008. Liberty Mutual uses a third party vendor, Credit Collection Services (C.C.S.), to secure past due premium owed for cancelled policies. Policyholders are referred to C.C.S. when their policy has cancelled and the final bill remains unpaid. Since your balance remained unpaid, it was referred to collections on October 7, 2008. We received your payment of $288.87 on October 31, 2008 and your balance due was adjusted to zero. We automatically notify C.C.S. of any adjustments to the policy balance previously referred to collections. I regret there was a miscommunication and this process was unsuccessful. However, after notified of your concern C.C.S. was advised your balance is satisfied. There has been no adverse credit reporting as the result of the prior collection activity. Ms. ******, I have enclosed a billing history which indicates a zero dollar balance. Please feel free to contact me with any unresolved questions or concerns. I will be happy to assist you. Sincerely, **** ******* Customer Care Specialist Customer Care Unit Personal Insurance Distribution Operations ***** ************** * **** ************** Enclosure

6/20/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I called between the dates of April 9-10 to cancel my ins (car). I said you have been paid for the month of April drafted on the 7th please do not draft anything on May 7th. They drafted online 6th of the month.

Desired Settlement: My whole payment amount of $126

Business Response: Dear Mr. ******, This is in response to your June 1, 2015 correspondence to the Better Business Bureau regarding your policies. I appreciate the opportunity to respond to your concerns. Our goal is to provide exceptional service and keep our commitments. I apologize that we did not follow through in this instance and there was a delay in the cancellation of your policies. I have provided feedback concerning this matter to the appropriate management to review and address. ***************** This policy initiated effective June 4, 2014 with an annual premium of $1,360.93. A $113.41 down payment was remitted at the policy inception adjusting the policy balance to $1,247.52. You selected monthly Electronic Funds Transfer (EFT) as your preferred payment method for the remainder of the balance due. Three $113.41 EFT payments were received (August-October) reducing the policy balance to $907.29. You successfully completed the RightTrack program which offers an initial 5% enrollment discount and an additional discount for safe drivers, if applicable, after installation of a device and 90 day review is completed. The final discount was applied to this policy effective September 17, 2014 lowering the annual premium from $1,360.93 to $1,289.74. Seven $107.06 EFT payments were processed (November- May) and $50.85 pro-rata credit applied for the RightTrack discount and the policy balance was lowered to $107.02. Although we had a prior record of your request to cancel this policy, I regret we did not process the cancellation until May 14, 2015. This policy was cancelled effective May 4, 2015 at your request as you indicated alternate coverage was obtained this date. However, with respect to your request for an additional refund, there is no additional refund due. The majority of the EFT payment withdrawn in May reflected premium that was owed. After a cancellation credit of $109.85 was applied to the policy balance for the unused portion of the policy term there was a $2.83 credit balance ($109.85 minus $107.02). A $2.83 refund issued to your bank account May 14, 2015. There is no further refund due. ***************** This policy also initiated effective June 4, 2014. The annual premium was $227.83 and an $18.99 down payment was remitted at the policy inception. Monthly EFT was then setup at your request. Ten $18.99 EFT payments were received (August- May) reducing the policy balance to $18.94. This policy was also cancelled effective May 4, 2015 at your request. A $19.33 cancellation credit was applied for the unused portion of the policy term creating a credit balance of $.39. No refund was issued due to the minimal amount. These polices were in effect for eleven months and as shown on the enclosed billing histories, eleven payments were remitted. The premium charged appropriately reflects the premium due for coverage provided through the May 4, 2015 cancellation date. Mr. ******, we regret your decision to cancel these policies and are sorry to have lost you as a customer. If you have further questions or concerns, please contact me directly and I will be happy to assist you. Sincerely, ******* ********* ******** **** ********** ******** **** **** ******** ********* ************ ********** ****** ************ **** ************ Enclosures

6/19/2015 Billing/Collection Issues | Complaint Details Unavailable
6/19/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: They promised me that a $10 ***** Gift Card Code would be e-mailed to me, upon my completing an online Auto Ins. Quote. But after i finished the quote, they never sent me the gift card / code !

Desired Settlement: I want them to e-mail me, the $10 ***** Gift Card Code, that they owe me.

6/16/2015 Problems with Product/Service | Read Complaint Details
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Complaint: My wife and I became aware of water leaking into our home on February 8th. It is now June 2nd, and we still don't have a check from Liberty Mutual. We don't even have a viable estimate to settle a claim yet. It's almost like an insurance company doesn't want to spend money to honor their agreement! This is exactly the sort of behavior that gives insurance companies a bad reputation, and Liberty Mutual deserves it. My wife and I have had to live for four months in a home ripped apart by water mitigators, with no compensation for our loss of use for almost the entire 2nd floor (including our bedroom), not to mention the stress of living like this for so along from something that happened in winter, as we now enter summer.

Desired Settlement: Liberty Mutual needs to stop playing around with the townhouses they represent at this address and pay out, post-haste. This has already gone on absurdly long. They've even kept my homeowners insurance company, USAA, waiting for weeks, because they cannot write a check until they know how much Liberty (the master insurance) is paying out. Heck, even just getting a final settlement number from them now would slow USAA to release funds so that we could start repairs.

Business Response: Please see attached 

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, **** ********    

6/15/2015 Problems with Product/Service | Complaint Details Unavailable
6/15/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I decided to cancel my home and auto policy with Liberty Mutual. On May 18th 2015. My new agent sent in a notice. The clain was in process so I could see the refund of $36.00 for auto and $111.00 for home. I called liberty and spoke ******* ***** on 5/26/15 at 5:05pm to check the status of the refund for auto and home,and she stated it was $36.00 refund for the auto and $111.00 for the home ,so I believed her. So I called today 5/29/2015 and they stated $6.33. I contacted my new agent and he stated Your policy with Liberty Mutual was set to renew on 5/26 and the one we started with ***** **** has 5/18 as the effective date. They shouldn’t have charged you any money since it is within the last month of the term. I recommend calling Liberty Mutual to make sure they use 5/18 as the cancellation date. They may be using a date after 5/26 which would trigger the short rate fee. Also There is a delay from liberty sending both checks the correct one for $36.00 for auto and home $111.00. I am still wating. My mortgage co wanted the check to be mailed to them. Because of the refunds checks are being processed . My mortgage is at risk for my monthly to increase because of this shortgage amount. e that is what I saw online

Desired Settlement: I would like Liberty to honor what I saw online. Which was $36.00 cancellation refund credit and $111.00 refund credit to be mailed to my home ASAP

Business Response: Dear Ms. *****, This is in response to your May 29, 2015 correspondence to the Better Business Bureau regarding your previous policies. I appreciate the opportunity to respond to your concerns. Please accept my apology for any miscommunication that may have occurred regarding the refund due after cancellation of your policies. ***************** This policy renewed effective May 26, 2014 and cancelled at your request effective May 18, 2015. At the time of cancellation your policy was paid in full through the May 26, 2015 expiration of the policy term. After cancellation, a refund check for $6.33 issued to you on May 29, 2015. This amount reflects the credit owed through the May 18, 2015 cancellation date based on the short-rate provision applicable to this policy. At the policy inception you were issued a new business packet on May 8, 2014 stipulating the applicable cancellation provisions. The cancellation terms indicate: If the named insured or a premium finance company cancels this policy, the premium owed or premium refund due will be calculated according to the short rate provisions contained in our manuals. ***************** This policy renewed effective July 15, 2014 and was cancelled at your request effective May 18, 2015. At the time of cancellation your policy was paid in full through July 15, 2015 when the policy was scheduled to renew. After cancellation, a $111 pro-rated credit was applied to the policy balance for the unused portion of the policy term. A $111 refund check issued to you June 2, 2015 reflecting the credit owed through the May 18, 2015 cancellation date. Please allow up to two weeks for receipt. 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, **** ******* Customer Care Specialist Customer Care Unit Personal Insurance Distribution Operations Tele: ###-###-#### | Fax: ###-###-####

6/15/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Liberty Mutual Insurance is refusing to cover damage to roof due to "faulty construction" that they had previously approved, even though the damage happened during an ice storm. The new roof estimate was for $1950. They was an additional $4805 worth of damage done to the inside of the house. I provided them with the estimate I had received from the contractors. Liberty Mutual said they would cover $1745.12 minus the deductible we received a check for $745.12 Subtracting the covered amount from the $4805 still leaves $3059 worth of damage that they're suppose to cover. I called them and told them that there's still over $3000 worth of damage plus the roof. They claimed that they never received the estimate. I ended up sending it 3 times. They sent me a check for $382 Now they have stopped replying to me completely. So now there is $2672 in damages left, plus the roof.

Desired Settlement: They are an insurance company, I want them to cover what I pay them to cover. My dream desired outcome would be the $2672left in damages, plus the roof cost $1950 What I'll settle for is the $2672

Business Response: N/A

6/15/2015 Billing/Collection Issues | Complaint Details Unavailable
6/15/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I setup my auto car insurance payments to be taken out of my payroll through my employer. I cancelled my policy on 5/9/15 I asked the Liberty Mutual Representative are they going to bill me on my 5/15/15 check the agent said no, i asked again because i wanted to make sure the gentlemen again said no if you owe us any money we will bill you by mail. I called my employer in payroll to confirm my cancellation with Liberty Mutual and they informed me their waiting on the cancellation papers I asked them since I cancelled my policy will I be billed again on 5/15/15 they informed me no if I did it that day. Today I check my payroll check stub and behold on their Liberty Mutual charged me for insurance that was cancelled. I called and ask them why. A agent informed me the agent who did my cancellation did it incorrectly and that's why I was charged. I explained the situation to them telling them I would like a refund and to get the situation corrected. The agent informed it could take 2-3 payroll cycles for them to receive the payment then take 30 days for me to get my refund. I informed that's unacceptable due to their agent giving wrong information. I asked them to stop the pending payment and get it reversed and they didn't I asked for a supervisor or someone higher in management the representative refused to transfer me. I would like my payment to be credited to my account and for it to be closed.

Desired Settlement: 453.76

Business Response: Dear Ms. *****, This is in response to your May 14, 2015 correspondence to the Better Business Bureau regarding your previous automobile policy. I appreciate the opportunity to respond to your concerns. Please accept my apology for any miscommunication that occurred regarding the status of your payroll billing after cancellation. Feedback has been provided to the appropriate management to review and address in an effort to improve our service in the future. This policy initiated effective January 18, 2015 and cancelled at your request effective May 9, 2015. You previously selected payroll deduction as your preferred billing method. Due to the remittance process on some payroll accounts, it is normal to have a delay between our request for payment and the payment being applied to your policy. At the time of cancellation, your policy balance was $8,154. After cancellation, a $7,252.16 pro-rated credit was applied to the policy balance for the unused portion of the policy term and the balance due was adjusted to $901.84. We received two payments of $453 from your employer on May 21, 2015 and June 1, 2015. A refund check will issue to you for $4.16 reflecting the credit owed through the May 9, 2015 cancellation date. Please allow 7-10 business days for receipt. While we appreciate your concern, we are unable to refund you the $453 deducted from your paycheck on May 15, 2015 as only a $4.16 refund is due. Ms. *****, we are sorry to have lost you as a customer. I enclosed a billing history for your review. Please feel free to contact me directly with any additional questions or concerns. I will be happy to assist you. Sincerely, **** ******* Customer Care Specialist Customer Care Unit Personal Insurance Distribution Operations Tele: ###-###-#### | Fax: ###-###-#### Enclosure

6/14/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I am being overcharge the amount of $944 for Auto insurance coverage from February 11,2010 to March 22 ,2010.

Desired Settlement: I don't have to pay for an insurance that I didn't used and at an execs amount charge for a month of insurance

Business Response: Dear Mr. ***************, This is in response to your May 28, 2015 correspondence to the Better Business Bureau regarding a previous automobile policy. I have been asked to research and respond to you and appreciate the opportunity. ***************** This policy initiated effective December 24, 2009 and cancelled for non-payment of premium effective January 20, 2010. After cancellation, a final bill issued to you for $307 reflecting the balance due for coverage afforded through the January 20, 2010 cancellation date. On February 10, 2010 you contacted our customer service to make a payment of $307 and to reinstate coverage. You were advised a new policy would need to be initiated. You made a payment of $307 to satisfy the remaining balance due, and a rewritten policy was implemented (*****************) effective February 11, 2010. However, the $307 payment which credited to policy balance on February 11, 2010, was later returned unpaid by your financial institution. A $15 return payment service charge was applied to the policy balance. You balance due adjusted to $322. ***************** This policy initiated effective February 11, 2010 with an annual premium of $5,572 which included a $50 mandatory Property-Liability Insurance Guaranty Association surcharge to be paid in full with your first installment. We received a payment of $509.98 on February 11, 2010 which was later returned unpaid on February 15, 2015 and a payment of $510.17 which was later returned unpaid on March 2, 2010. A $15 return payment service charge was applied to your policy balance for each returned payment. Your balance due adjusted to $5,602. Due to the two consecutive returned payments, a cancellation notice issued to you March 2, 2010 advising remittance of $1,050.15 was required prior to March 22, 2010 to avoid cancellation. In the meantime, the $322 balance due on your previous policy transferred over to this policy. Your total balance due adjusted from $5,602 to $5,924. When payment of $1,050.15 was not received, this policy also cancelled for non-payment of premium effective March 22, 2010. After cancellation, a final bill issued to you for $944 reflecting the balance due for coverage afforded through the March 22, 2010 cancellation date, which included the $322 residual balance due from the prior policy. Liberty Mutual uses a third party vendor, ****** ********** ******** (******) to secure past due premium owed for cancelled policies. Policyholders are referred to ****** when their policy has cancelled and the final bill remains unpaid within 21 days after the final bill due date. Since your balance was unpaid, it was referred to collections on May 10, 2010. The $944 remains due. Our records do not reflect we received notification from your requesting cancellation of this policy prior to the March 22, 2010 cancellation date. In addition, we contacted you on March 4, 2010 to advise you of the pending non-payment cancellation status, and you advised you would contact us at a later date to make the payment to avoid cancellation. Mr. ***************, I have enclosed billing histories for your review. If you have further questions, please contact me directly. I will be happy to assist you. Sincerely, **** ******* Customer Care Specialist Customer Care Unit Personal Insurance Distribution Operations Tele: ###-###-#### | Fax: ###-###-####

6/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have not had any affliation with the company in over three years. They are now trying to collect on a debt that I know nothing about. On April 21, 2014 I received a notice from a collection agency attempting to collect a debt on behalf of Liberty Mutual Group. I have not had any affiliation with the company for at least three years. When I initially opened my policy with the company I was residing in ********, ** and this is where my car was garaged 95% of the time. In 2011 I signed an apartment lease for a family member and was required to have renter's insurance. Instead of going through my bank I opted to use my car insurance company. My car was still leased in ********, ** 95% of the time and I was still receiving mail at my ******** residence. My car insurance premium also remained the same for about six months; then the premium increased for my policy. I called Liberty Mutual to inquire why and they stated that my address had been changed on the policy. I stated that I did not request the change and asked for it to be changed back to ******** as this is where I resided. The representative that I spoke with stated that this could not be done and that they reserved the right to change the address on the account. This discussion continued for three months and while the account was in question I was paying the premium that had almost doubled on the account. I then asked the account to be closed; am not sure of the exact date but it was prior to October 2011. I asked for the payments that had been over charged to be applied to the account and that my relationship with Liberty Mutual be terminated. Since that day Liberty Mutual has not attempted to contact me at the ******** or ******** residence nor have I been contacted via phone. Needless to say I am a little baffled by the collection efforts as I do not have a balance with Liberty Mutual.

Desired Settlement: The collection agency that they are using is threatening to damage my credit if the account is not settled. I do not want any issues with my credit score so I will make payment if this isn't resolved in a timely manner. Once the issue is resolved then I will need to be reimbursed.

Business Response: Dear Ms. ******, This is in response to your April 24, 2015 correspondence to the Better Business Bureau regarding your previous automobile policy. I appreciate the opportunity to respond to your concerns. You also contacted the ******** Bureau of Insurance with the same concerns. I mailed you a copy of our May 18, 2015 response under separate cover. Below is a summary of what transpired since the April 29, 2011 renewal date: This policy initiated effective April 29, 2010 and renewed effective April 29, 2011. Renewal documents issued to you March 29, 2011 for the April 29, 2011 renewal. The annual premium was $1,791. However, after a review of the automobile policy our sales office determined the address on your automobile policy did not match the primary residential address stated on your tenant policy. The address was therefore changed to reflect the physical and mailing address applicable to your tenant policy (**** ******* ***** *** ** ********, ** *****) effective the April 29, 2011 renewal. The annual premium was adjusted from $1,791 to $2,036. A Declarations page was issued to you confirming the adjustment. In Part F – General Provisions, Section B of our automobile policy reads, in part: 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. You contacted our customer service department May 15, 2011 regarding the address change. We advised you this change was completed in accordance with the above policy provisions. You stated you did not agree with the address change as you were splitting your time between two locations. Liberty Mutual Insurance asked you to provide us with documentation (vehicle registration, driver’s license, utility bill, lease agreement, etc.) confirming you did not reside at the **** ******* ***** *** *. Our records do not reflect this information was provided to us. After you fell two months behind on the premium payments, a cancellation notice was issued September 29, 2011 advising a minimum payment of $382.64 was required prior to October 19, 2011 to prevent cancellation of this policy. You were also verbally advised numerous times by our customer service department between October 11, 2011 and October 18, 2011 of the payment requirement to prevent cancellation. No payment was remitted and this policy therefore cancelled for non-payment of premium effective October 19, 2011. After cancellation, a $245.22 bill issued October 25, 2011 due November 14, 2011 reflecting premium due for coverage provided through the October 19, 2011 cancellation date. An email was issued to you November 15, 2011 advising you to remit the $245.22 payment to avoid collection activity. The $245.22 payment was not received and the balance was referred to collections December 5, 2011. Liberty Mutual Insurance uses a third party vendor, Credit Collection Services (C.C.S.), to secure past due premium owed for cancelled policies. Policyholders are referred to C.C.S. when their policy has cancelled and the balance is not paid within 21 days after the final bill due date. In your correspondence to the ******** Bureau of Insurance, you stated that you asked for the account to be closed. However, our records do not reflect a prior request from you to cancel this policy. In fact, our customer service department spoke with you October 18, 2011 (the day before the October 19, 2011 cancellation date) and you did not request cancellation at that time or advise alternate coverage had been obtained. As reflected by the enclosed billing history, the $245.22 balance due appropriately reflects the premium owed for coverage afforded through the October 19, 2011 cancellation date and is unable to be waived. Ms. ******, if you have further questions or concerns, please contact me directly and I will be happy to assist you. Sincerely, ******* ********* Customer Care Specialist Customer Care Unit Personal Insurance Distribution Operations Enclosure

6/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I paid for a home insurance policy. about 2 week later the inspector call. rudely advised she was going to my house (unwelcomed). she was supposed to set up an appointment to come into my home not just the outside, I tired to set the appt but sure hung up on me. the manager came out 2 week later to do an inspection, everything went fine. then I called to add a car to my policy and the rep advised my home insurance was cancelled. she said they sent a letter on 3/24. the was not post marked until 5/7, a month & a 1/2 later. after callings multiple time I got a member of the customer care team. she asked me to sent pic of my house. she assumed thing noted on the report were correct, which were sent from the 1st inspector who was trespassing. they have correctly 3 month of payment at this point and cost me time away from work, not to mention the numerous phone call I have had to made. In my opinion they have stolen my money & my time.

Desired Settlement: the matter was not resolve. they canceled my policy & kept my money.

Business Response: Please see attached response. 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.  I am not staisfied with the respond. I have not received any services from Liberty Mutual. They have STOLEN my money. I did not receive any coverage to my home. I received stress & anxiety during the whole process. They have taken months of my personnal time & have also taken many hours away from my work, which has also caused me to lose MORE money. it started on with the rude women they sent to my home, which came onto my property & my neighbors without permission. she never made an appointment as was promised. then it took 2 more weeks to send a manager (more time away from work), who did finally schedule an appointment. They never sent me any information on the cancellation. I found out when i called to add a new car onto my auto policy. To find out that i was not approved after they took my money. And while i was giving them more money. (this is not good customer service). it is not the fault of Reliable report, Liberty mutual took my money & didn't provided a service that was promised. The results of the rude inspector was not accurate. I was never asked about the condition of my property when they took my money, i was advised i would have an appointment. Which never happened until after i took more time away from work to file a complaint with Liberty mutual & reliable reports. (more &  more issues with the service from liberty mutual) The cancellation noticed that was dated for march 24, however it was not posted marked by the post office until may 5th, more a month after the letter was written. Resulting in no notification of the cancellation. This company has cause me great pain & loss.  This is not acceptable & i want my money refunded. Regards, ******** *******  

Business Response: Please see attached

6/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My car was hit while parked. Liberty Mutual has accepted responsibility,but they will not pay to have the paint blended so it will match the rest of my car. They advised me to go through my insurance and if they cover the paint blending, they would reimburse my insurance company for the monies they pay out. If I do this I will be charged as filing a claim even if Liberty Mutual reimbursed my insurance. I have a 250.00 deductible that they may not reimburse me for and a claim against my insurance company. The person I spoke at Liberty Muatual was ********, she was very unprofessional and rude. Product_Or_Service: Vehicle

Desired Settlement: DesiredSettlementID: Refund I want Liberty Mutual to reimburse my insurance company Allstate and I don't want Allstate to hold this accident against me by raising my insurance premium and if they are reimburse. I would like someone to look into this matter to make sure Allstate doesn't get paid twice.

Business Response: Response

6/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Mrs. **** ***** from Liberty Mutual Insurance processed a request for auto insurance without my knowledge nor consent. I become informed of so, by receiving a letter stating that I had requested auto insurance on March 2015, and that if I had any questions to contact Mrs. ****. I never requested a quote for auto insurance When I contacted the office of Mrs. *****, the customer service representative dismiss my complaint as minor error.

Desired Settlement: DesiredSettlementID: Other (requires explanation) That Liberty Mutual Insurance sends me a letter assuring that at no time any of it's employee, representatives and/or commission base salary salesman/woman will every request a quote for any type of insurance under my name again, unless I myself request so.

Business Response: Dear Mr. *********,

This is in response to your May 22, 2015 correspondence to the Better Business Bureau regarding the quote you received. Please accept my apology for the unsolicited quote initiated by our sales office. We value your personal privacy and appreciate your willingness to share your experience as it is helpful in identifying areas where we are not consistently meeting our service standards or our customers' expectations.

You currently have an active tenant policy with us and our sales office initiated a quote on March 31, 2015 to offer you a proposal for an automobile policy. Bundling automobile and homeowner, condominium or tenant policies may result in a favorable premium. As an existing customer, your contact information was already on file.

However, Liberty Mutual Insurance provides training to its sales personnel to provide a full insurance quote only if the request is initiated by the customer and consent is received. Initiating this quote prior to contacting you is not consistent with our implemented procedure. I have notified the appropriate management and taken additional measures to prevent a recurrence of your concern.

Mr. *********, you are a valued customer and we regret your experience was unfavorable. Please feel free to contact me directly if you have any additional questions or concerns. I will be happy to assist you.

Sincerely,

**** *******
Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Tele: ###-###-#### | Fax: ###-###-####

6/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We chose to go with a different insurance company for our car and homeowners insurance. The company we chose did all the paperwork for us and we canceled the insurance approximately 1 wk before our next auto drafts were to be made. The appropriate paperwork was sent to them from our new insurance and they also called the company and told them to cancel the policies. Approximately a month later I received bills which were MORE than we normal payments were and I called again and said the insurance had been dropped the previous month. In April I received letters from Brennan & Clark Ltd that the bill had been turned over to them.I called my new insurance company to confirm that all appropriate measures had been taken to cancel the insurance and they said says and had documentation. When the collection company and Safeco were called and questioned about the bill and the amounts no one could tell me or my othe agency why or even want the bill was for but it was owed. I still have been unable to get Safeco to tell me anything and my agent with them **** ***** will not return calls to me or my new insurance agent. Product_Or_Service: Homeowner/vehicle insurance

Desired Settlement: DesiredSettlementID: Other (requires explanation) That the debt be removed from my credit. And doesn't show anywhere on my credit score as a negetive.

Business Response: Please see the attached

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.  As you will see attached is my original complaint and the response back from Safeco. I has never told that there was a cancelation fee nor was my other agent. Every time we called to asked in regard to the charges all we were ever told is I don’t know why you are being billed that amount. I think Safeco is crooked and I plan on letting everyone know what a snake in the grass they. We chose other insurance because their rates had gotten sky high and could not afford them. They need to accept that there is other insurance out there that offers even better benefits than them and at a reasonable rate. And they need to quit taking advantage of people for dropping their sorry service for a better policy and deal. I have never had to pay a cancelation fee because I chose another insurance. How is anyone supposed to get away from them if they have to pay to drop them? This whole thing is just wrong and I think they are just a money scheme. Regards, **** * *******  

Business Response: Please see the attached response

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below. Not one time was I ever told that I had anything due when we cancelled the policy. And by us changing before the next draft I should not have owed anything. Regards, **** * *******  

6/9/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On June 1, 2015 I responded to a promotion on ebay.com by Liberty Mutual. The promo promised a $10 eBay gift card if I completed a quote with them. I met the promo requirements and filled out a car insurance quote and received a confirmation the quote was complete. I followed up via ebaypromotion@libertymutual.com as I did not receive the gift card. I kept receiving a standardized 'canned' email reply with them stating the promo rules/regulations (which I continuously confirmed I met). After the 5th follow up and continuing to received the same message from Liberty Mutual, I am forced to follow up with the BBB.

Desired Settlement: I would like the $10 eBay gift card as promised.

6/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My vehicle has been almost completely ruined, through nonstop, continuous vandalism in the US. I tried filing a claim with this insurance group in regards to this, and was then immediately humiliated and interrogated by this company. The same thing then happened at car repair shop, that I was sent to by this company for an estimate. Both the car repair shop and the insurance company then attempted to further interrogate, and tried to blame me for the damages myself, it then refused to pay for any repairs.

Desired Settlement: Replacement of my completely vandalized vehicle due to this company, $25,000.

Business Response: I have been unable to locate a policy under Mr. ***'s name.  I did leave a voice mail message asking him to contact us, but have not heard back.  Please provide a policy number and or claim number so that we may review the issues.
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.  There's no excuse for your company to be in business. Do not attempt to contact me. Regards, **** ***  

6/9/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A website offered FREE QUOTE for auto insurance. I filled in several pages of information and AFTER answering every single question, I clicked on tabs saying to click to get quote.. after waiting, I'm connected to Liberty Mutual which is asking for all the same information a second time. I carefully went backwards but unable to get back to the pages previously filled in. Going forward AGAIN, I SEE FOR THE 1`ST TIME, that I had a choice of 4 different insurance companies, but each one is asking for the same info. Every page of answered questions, said in ultra bold print, that quote would be next page. I want to know who received all the personal info provided by me if it was not the insurance companies which were not disclosed until all was finished? WHERE DID MY PERSONAL INFO GO? ONCE INFO FURNISHED, WHY THE NEED FOR RE-ENTRY OF ANSWERS A SECOND TIME, THEN A THIRD, THEN A FOURTH TIME?? THIS ENTIRE PROCESS SEEMS TO BE A SCAM FOR THE INFO FURNISHED. I SEE that Liberty admits to having 168 negative feedbacks about this. and only a couple of positive. it is clear to me, they know what is going on and allowing it to happen, or worse, sharing my private info with undisclosed recipients. I want to know who else received the info which I supplied? and I want more than a name...I want to know where the recipient is located, and a tel. number. AND THEN I WANT LIBERTY TO ACKNOWLEDGE ITS ROLE AND ADMIT TO WHAT IS GOING ON. .

Desired Settlement: see above...

Business Response: RE: Personal Automobile Policy Quotation

Dear Mr. ******,

This is in response to your May 21, 2015 correspondence to the Better Business Bureau regarding your recent experience obtaining an online automobile policy quotation. I appreciate the opportunity to respond to your concerns.

Liberty Mutual Insurance values you as a prospective customer and takes your personal privacy seriously. We are committed to protecting the privacy of any personal information provided to us. Additional information regarding our privacy policy may be found through our website at www.libertymutual.com.

Our records do not reflect a recent automobile policy quotation has been provided to you. Based on the information included in your correspondence to the Better Business Bureau, it appears you utilized a third party’s website. I am unable to determine what occurred with the data you entered.

Mr. ******, if you have further questions or concerns, please contact me directly and I will be happy to assist you.

Sincerely,

******* *********
Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Phone: ###-###-#### Fax: ###-###-####

6/8/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Hi, My name is ****** *******. I live in Morrisville, NC. I recently cancelled my automobile insurance policy with Liberty Mutual on May 18th 2015. My policy began on August 14th 2014 and was supposed to end on August 14th 2015. My insurance policy was $1280.76 an my monthly premiums were $106.73. The payments were drawn around (depending on business days) on the 23rd of each month and covered the period from 14th of the month that the payment was drawn in to the next month. My last payment was on April 27th and was for April 14th until May 14th. Therefore, I would owe the premium from the 15th until the 18th when the policy was cancelled. When I cancelled my policy, they informed that there would be a short rate penalty for canceling my auto policy before the renewal which I understand. The problem I am having is after having spoken to numerous Liberty Mutual agents, no one has been able to tell me the short rate penalty amount or how it is calculated. They informed me that I owe $85 dollars for the few days and the short rate penalty. I am reaching out to you to see if you might help me figure out what the short rate penalty is and what I owe in terms of the policy after canceling. One agent told me $11, another said $15 and then the final agent initially said $33 and then recanted saying she could not tell me what the exact amount is or how it was calculated. According to my calculations, the daily rate is approximately $3.50, so I would owe $15 (or maybe a little more given that there was a $25 increase last week due to a new car being added to the policy) for May 15th to May 18th and then the short-rate policy. I am not trying to get out of paying what I owe, but I do want to know how the amount was calculated and verify it for myself. Any assistance would be appreciated, Thank you, ****** *******

Desired Settlement: I just want a detailed explanation of the charges including the short penalty and how it was calculated

Business Response: Please see attached

6/5/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We have had a Home owners policy with Liberty Mutual for several years now policy with a house in Chadron, NE. Due to job relocation we moved out of the home at the end of September last year. Liberty Mutual sent us a renewal notice for Sept. 2014 to Sept. 2015, however we informed Liberty Mutual that we were no longer occupying the home and that we had put the house on the market for sale. We then inquired whether the company carries insurance for unoccupied houses and the customer service person told she was not quite sure but she would find out and get back to us. We left it at that. Later in October we called back to ask again whether we could get insurance for unoccupied home and liberty Mutual then told us they don't carry such insurance and so we requested to discontinue with the service. Regardless of the communication Liberty Mutual continued sending us the bill for the renewal and we kept on telling them unless they were willing to insure our unoccupied home we were not interested with the policy anymore and that we were looking for a company that did that. Their customer service rep. even suggested several companies that did that. Eventually they sent us a notice that they were cancelling that policy as of 04/16/2015 unless we paid the premium at which we responded that we had already requested the cancellation in October of 2015. This was 7 months after we requested for a cancellation,now they are demanding that we pay for the policy up to when they cancelled the policy and yet they had indicated that the home was not and had not been insured since we moved out due to the fact that it was empty. They are demanding that we pay for premiums up to April of this year which to me does not make any sense.

Desired Settlement: We would like the company to explain why we should make any payments after we had informed them about the vacated home and the fact that they would not cover any loses and yet they insist that the home was insured as usual. We are not willing to pay for their mistake for we have done so many times before and all they do is apologize after mistakes have been made and cost us financially. We are not willing to pay for policy that did not have any coverage.

Business Response: Dear Mr. ******, This is in response to your May 13, 2015 correspondence to the Better Business Bureau regarding your homeowner policy. I appreciate the opportunity to respond to your concerns. This policy initiated effective September 7, 2011, subsequently renewing each year, most recently September 7, 2014. Renewal documents issued to you August 4, 2014 for the September 7, 2014 renewal. The renewal annual premium was $1,355. Since you elected to pay your annual premium in two installments, a $677.50 bill issued to you August 7, 2014 due August 27, 2014. A $4 billing fee is applicable with each bill issued with the exception of the initial bill. You contacted our customer service department August 15, 2014 and amended your homeowner policy effective the September 7, 2014 renewal at your request. We processed a transaction to lower the dwelling coverage, remove Home Protector Plus and discontinue extending liability to an additional location you previously owned in South Carolina at your request. The annual premium was adjusted from $1,355 to $791. We also extended liability from your homeowner policy to your landlord policy for your property located at *** *********** effective the September 7, 2014 renewal. The annual premium was adjusted from $791 to $807. Credits totaling $18 were carried over from your prior policy terms to your renewal policy lowering your policy balance to $789. Consecutive bills for $793 ($789 plus the $4 billing fee) issued to you February 9, 2015 and March 9, 2015 remained unpaid. Therefore, a cancellation notice issued to you April 1, 2015 advising a minimum payment of $793 was required prior to April 16, 2015 to prevent cancellation of this policy. No payment was remitted and this policy therefore cancelled effective April 16, 2015 for non-payment of premium. Ms. Finkenzeller contacted our customer service department April 18, 2015 requesting reinstatement of this policy. However, we advised this policy cancelled effective April 16, 2015 for non-payment of premium and we are unable to reinstate since the home was no longer occupied. After cancellation, a $474 bill issued to you April 20, 2015 due May 10, 2015 reflecting premium due for coverage provided through the April 16, 2015 cancellation date. The $474 balance remains due. In your correspondence to the Better Business Bureau, you stated that you previously requested to discontinue this policy. However, our records do not reflect we received a request from you to cancel this policy prior to your April 27, 2015 telephone call which was after the April 16, 2015 cancellation date. You stated that this policy should have previously been cancelled due to vacancy of the home; however, a policy is not immediately cancelled upon notification of vacancy unless requested by the insured. If a home no longer meets our underwriting criteria for continuation of insurance, written notification of any cancellation would be provided with ample notice given so you may secure alternate coverage. In addition, your statement is not consistent with our policy records which reflect you requested changes to your policy and later when notified of the non-payment cancellation requested reinstatement. The $474 balance appropriately reflects premium due for coverage provided through the April 16, 2015 cancellation date. Mr. ******, a billing history is enclosed for your review. If you have further questions or concerns, please contact me directly and I will be happy to assist you. Sincerely, ******* ********* Customer Care Specialist Customer Care Unit Personal Insurance Distribution Operations Phone: ###-###-#### Fax: ###-###-#### Enclosure

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint. The company denies that we contacted them about discontinuing the policy due to the fact that they could not insure an empty building. We have records of having done that. The company has a tendency of denying what their customer service agents have done or said before and a lot of time all they do is apologize even after the damage has been done. We categorically requested cancellation of the policy IF Liberty Mutual does not insure unoccupied dwellings. It would make no sense on our part to have insurance that would not cover our home if something happens. I wonder why the company is denying that. ***** called to request reinstatement of the policy after another customer service rep. had informed her that the company could insure the empty house and when I insisted on knowing what would be covered, the rep recanted by telling us that the house would not be fully insured and she was very dubious as to what would be covered, and she even suggested to us what other companies out there could insure empty dwellings. And so we still insisted that we were not interested in the policy. All in all I don't understand why the company is insisting on being paid for a policy that did not and would not serve our purpose. The question is does Liberty Mutual service policies of unoccupied dwellings and if so on what conditions. If they answer this question then we would agree with what they are saying, and if not their demand for us to pay an nonexistent policy does not make sense and all they threaten is to taka the bill for collection.

Business Response: Dear Mr. ******,

This is in response to your May 26, 2015 additional correspondence to the Better Business Bureau regarding your homeowner policy. I appreciate the opportunity to further respond.

A vacant home is a property that contains no furnishings or personal belongings within the property and is not resided in. As previously discussed, a policy is not immediately cancelled upon notification of vacancy.

Coverage is provided as stipulated in the policy provisions with the below exclusions applied:

• Freezing of a plumbing, heating, air conditioning or automatic sprinkler system is not covered while the dwelling is vacant, unoccupied or being constructed unless the insured used reasonable care to maintain heat in the building or turned off the water supply and drained water from the system.

• Vandalism and Malicious Mischief are excluded if the dwelling has been vacant for more than 30 consecutive days.

• Breakage of glass or safety glazing material or damage to covered property by glass or safety glazing material are excluded if the dwelling has been vacant for more than 30 consecutive days.

The $474 balance appropriately reflects premium due for coverage provided through the April 16, 2015 cancellation date and remains due.

Mr. ******, if you have further questions or concerns, please contact me directly and I will be happy to assist you.

Sincerely,

******* *********
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. Liberty Mutuals' response is exactly what was communicated to us when we tried to inquire about insurance of an unoccupied homestead. This was back in September 2015 and when we were informed of the conditions we decided our home insurance would not benefit if we continued with the policy and that is why we notified the company that we did not need the insurance but they seem to have continued insuring the property even if they knew that we knew the home would not be covered. All they are doing now is deny the fact that we had discussed the issue several times before the end of October last year. If we had already been informed that our home would not meet the conditions of securing insurance, why would we go ahead and accept a policy that we would not benefit from. liberty Mutual is trying to force a payment down our throats and that is totally unacceptable to us. We have insured our homes and autos with Liberty mutual for many years but this time we cannot accept their claim for its baseless. Regards, *** ******  

6/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I initiated a policy with Passionable Styles Auto Insurance, which is supposes to be a broker for Liberty Mutual Insurance @ *** *** ****. I was issued a certificate from Liberty Mutual for 2000 ********** ********** ***, and this was the ONLY vehicle under this policy. The transmission blew out, and the vehicle was reported to the insurance company immediately @ *** *** ****, I told the representative "Lou" that I should be given a prorated refund since I only had the policy for one week, and he indicated no problem. Well, I was never issued a refund, and with further investigation I found out that 3 other cars were added to my policy (FRAUD) The policy had my address listed as **** ***** ******, *******, MI *****, and I haven't lived in *******, since I was age 15. The agent informed me that the address was changed and the other vehicles were added via email. I told her not by my email address, and I never would email a company that information. I told her to provide my SIGNATURE on the email and on the full policy, and this can not be done because this is a scam. I told the agent that they should be able to follow this crime thru a sign on tag, and she gave me the issuing agent of **** *********** *** *** ****, but when you call this number is says Mr. ****, and it makes no reference to an insurance company. I have lived in the suburbs for over 20 years, and the Secretary of State can verify that I have never had an ********, *****, or ****** in my name or listed as being financed under my name. This is complete fraud, and I could not understand why a company would continue to bill for nonpayment of a policy. The policy for the ********** was for a week, and I should be issued a refund, and now I am receiving a collection notice for $1060.09 that has no affiliation, nor were additional cars/address change authorized under my policy. Everyone knows that ******* has the highest premiums, so why would I change my policy to *******, when I live in the suburbs?????? Account_Number: AOS *** **** **** **

Desired Settlement: DesiredSettlementID: Refund I would like a refund of stated initiated policy of $300.00, and since they have the agent as **** *********** *** *** ****; he should be fired, and prosecuted for fraud. He was not given authority by me with MY SIGNATURE to start, add, or change anything without my approval. He was the agent tagged to this scam. I want to be refunded, and I wanted the $1060.09 removed from my TRW, and a letter of apology for this scam. I want proof of the removal, and refund check o

Business Response: Dear Ms. ******,

This is in response to your May 20, 2015 correspondence to the Better Business Bureau. I appreciate you taking the time to speak with me on May 27, 2015. My research has determined you were a victim of insurance fraud and I regret the inconvenience and frustration this matter has caused.

You mention in your correspondence that you initiated the policy with a company by the name of Passionable Styles, a broker for Liberty Mutual Insurance. However, Passionable Styles has no affiliation with Liberty Mutual Insurance and the person you spoke with to initiate the automobile policy was an unaffiliated third party posing as an agent.

This bogus agent initiated a policy with Liberty Mutual Insurance in your name by remitting a down payment on the policy with a fraudulent bank account, so we never collect any real premium. The agent in turn keeps the payment you remitted and adds additional vehicles to obtain proof of insurance cards for other victims. Eventually, the policy will cancel for non-payment of premium since no premium is collected.

Since the policy was fraudulently obtained, we will be rescinding or cancelling the policy retroactive to the inception date. The balance due will be adjusted to zero and there will be no adverse credit reporting as a result of prior collection activity.

Ms. ******, if you have further questions or concerns, please contact me directly. I will be happy to assist you.

Sincerely,

**** *******
Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Tele: ###-###-#### | Fax: ###-###-####



 

Consumer Response: Better Business Bureau:

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

Regards,

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

6/3/2015 Problems with Product/Service
6/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was hit in my vehicle by a person insured by Liberyt Mutual. I called and opened a claim with ****** ******, claim # ***********. It has been two weeks and she has not contacted me or given me directions on how to get my vehicle repaired even though I have sent her a copy of the accident report showing that the driver inside the card insured by Liberty Mutual was at fault. She simply will not return my calls or emails and will not contact me in any way.

Desired Settlement: I would like to contacted by someone at Liberty Mutual who can tell me if they will or will not repair my vehicle. If they are not going to repair it just tell me so I can then go through my insurance company. My car is a brand new 2015 ****** ****** and now is all crunched up for over two weeks. I am driving it in an unsafe condition and Liberty Mutual will not give me any information about the claim. I was hit from behind and the driver was cited for negligent colliding. She confessed that she was distracted by her child in the back seat. This is a cut and dried, no-brainer issues. Come on people! This is not a hard case. Lets repair the car and move on.

Business Response: Dear Mr. Larsen,

This is in response to your May 29, 2015 correspondence to the Better Business Bureau regarding your recent auto claim filed against ****** ****’s policy. I appreciate the opportunity to respond to your concerns.

The loss to Liberty Mutual on 5/14/15 at 5:05 PM. The loss indicates ******** ******* was operating our insureds vehicle; she was not listed on the policy. We immediately scheduled your vehicle for an estimate which was completed the next day (5/15/15). Our insured ****** **** called on 5/14/15 at 9:11 PM and spoke with our after  hours team. The after hours team collected our insureds message; however we were unable to verify that ******** ******* had permission to operate our insureds vehicle. From 5/14-5/29 we attempted to contact our insured on multiple occasions through various channels including telephone, letters and emails with no success. Our claims system reflects that we interacted with you five times from 5/14-5/29. During these conversations our goal was to keep you informed with the progress, setting clear expectations that we must confirm permissive use and facts of loss prior to assisting with
damages.  

Our claims system reflects that all voicemails were returned on the same day or next day when left after hours. Our standard message includes the option to hit zero for immediate assistance as anyone on the claims team can provide immediate assistance, it appears you took advantage of that option. The auto accident report was received on 5/27/15. The report confirms the operator of our vehicle rear-ended your vehicle. There were no indicators that Mr. **** granted permission for her to drive the vehicle.  It wasn’t until 5/29/15 that we received notification from Mr. **** that Ms. ******* had permission to operate the vehicle. We immediately accepted liability and have issued payment for the damages to your vehicle. Since this complaint was filed we believe we have resolved your concerns. We do apologize for the delay in handling; however we needed to confirm the vehicle was used with permission.

******* ******         
Claims Team Manager
Liberty Mutual Insurance

***** ********* ***
********* ***** ** *** ***
**** ******, MD *****
Phone: ###-###-####, Ext. *****
Fax:###-###-####
Email:**************@LibertyMutual.com

Consumer Response: Better Business Bureau:

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

Regards,

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

6/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On April 17th, 2015 I was rear-ended at a red light. The person driving the vehicle provided insurance information from Liberty Mutual so I can file the claim to have my vehicle repaired. The claim was filed by a Liberty Mutual rep who gave me instructions of where to take my vehicle to have repaired and verbally advised that repairs were approved. I took 4 fours from work to take my vehicle in to be inspected. ******** ********* submitted full report of total repairs needed to be done to my car. An estimate of $1,055 pending any other issues with vehicle once car began to be repaired. In addition, I was provided a rental car reservation to accommodate me while my car is being repaired, this also was provided by Liberty Mutual. On May 11th (three weeks later). I received a call from Liberty Mutual telling me that they cannot pay the repairs because the person that rear-ended does not have her car insured with Liberty Mutual. Her policy expired on Feb 2015. It took three weeks for me to be notified it was a mistake. I'm infuriated by being misled by Liberty Mutual and worst case is that their answer is they cannot pay for the damages despite their mistake. I also called supervisor Michelle Parker and her response was not helpful at all. This boils down to a huge corporation making a mistake and having the consumer swallow the consequences, I can't fathom the concept that Liberty Mutual cannot do right and pay for the damages as a result of their mistake. Should I have known that the driver was not insured with them, I would have had the opportunity to handle this differently right there and then! This is the vehicle I use to drive my 3 year and 1 year to school and activities. This is completely unfair, outrageous and ridiculous.

Desired Settlement: I'm requesting, expecting Liberty Mutual to stand by their word and by the arrangements made to have my vehicle repaired and pay the $1,055 + additional repairs (if need be) plus rental car.

Business Response:

Response

6/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had this company for car and home insurance. I paid the home insurance from a Commerce account and I paid for the car insurance from a different account. I tried to cancel my home insurance in October 2014 and then later I was told I could not cancel over the phone and had to write a letter. They charged a $115 fee and took the money out of the Commerce Bank account which was not authorized and Commerce made Liberty Mutual return the money. Now Liberty Mutual is harassing me for the $115.

Desired Settlement: I would like this company to stop the harassment and collection attempts.

Business Response: Dear Ms. ******,

This is in response to your May 12, 2015 correspondence to the Better Business Bureau regarding your previous automobile policy. I appreciate the opportunity to respond to your concerns.

*****************
This policy initiated effective July 18, 2011 and subsequently renewed each year, most recently effective July 18, 2015 with an annual premium of $1,384.

You elected monthly Electronic Funds Transfer (EFT) billing as your preferred payment method and selected a withdrawal date of the 10th which continued for each renewal. If the 10th occurs on a weekend or holiday, it delays the processing until the next business day. There were twelve monthly EFT payments scheduled in the amount of $115.33 to pay the premium balance in full ($1,384 divided by twelve, with the final payment adjusted a few cents), with the first EFT payment scheduled for August 11, 2014.

On November 18, 2014 you contacted our customer service department to cancel this policy effective November 9, 2014. After cancellation, a $29.32 refund issued to your bank account reflecting the credit owed through the November 9, 2014 cancellation.

However, a payment of $115.33 originally received November 12, 2014 was later returned unpaid on January 9, 2015. In addition, a $25 returned payment service charge was applied resulting in a revised balance due of $140.33. A bill for $140.33 issued to you on January 13, 2015 due February 2, 2015. The $140.33 is not a fee for cancelling the policy, but instead the balance owed due to your dishonored payment. As a courtesy, I removed the $25 returned payment charge. The balance due was revised to $115.33 and this amount remains due.

While we appreciate your concern, your premium payments were not remitted in advance with your EFT billing. Each year, the first withdrawal for the policy term was scheduled August 10th and the final payment for the policy term was scheduled effective July 10th.

*****************
This policy initiated effective October 16, 2013. At the end of your October 16, 2013 through October 16, 2014 policy term, there was a remaining balance due of $197.62. We had previously issued a past due bill for this amount that remained unpaid.

This policy renewed effective October 16, 2014 with an annual premium of $2,655. We received on payment of $100 on October 16, 2014 and the balance due adjusted to $2,555. The $197.62 balance owed for the prior policy term was transferred to the October 16, 2014 renewal term and your premium balance due for the renewal adjusted to $2,752.62.  

On October 20, 2014 we received a payment of $100 and a payment of $97.62 and your balance due adjusted to $2,555.

You contacted our customer service department on November 18, 2014 and requested cancellation of this policy effective November 17, 2014. After cancellation, a final bill issued to you for $134 reflecting the balance due for coverage afforded through the November 17, 2014.

We received two payments of $25, one on December 9, 2014 and one on January 7, 2015. The final balance due adjusted to $84. However, the payment of $25 originally received December 9, 2014 was later returned unpaid on January 13, 2015. In addition, a $25 returned payment service charge was applied resulting in a revised balance due of $134. I waived the $25 returned payment service charge and the balance due was adjusted to $109.

Liberty Mutual uses a third party vendor, Credit Collection Services (C.C.S.), to secure past due premium owed for cancelled policies. Policyholders are referred to C.C.S. when their policy has cancelled and the final bill remains unpaid. Since your balance on the automobile and homeowner policies remained unpaid, the $140.33 balance was referred to collections on February 25, 2015 and the $134 balance was referred to collections on January 14, 2015. After the $50 in returned payment fees were waived, the total balance due was adjusted to $224.33 and this amount remains due.

Ms. ******, I have enclosed billing histories for your review. If you have further questions or concerns, please contact me directly. I will be happy to assist you.

Sincerely,

**** *******
Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Tele: ###-###-#### | Fax: ###-###-####

Enclosure

5/29/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called this company on 04/10/15 to cancel my homeowners and auto insurance policy ad was advised by the agent I spoke with by the name of ***** that my homeowners and my auto policy would be cancelled and do to their " computer system " that payments for my auto insurance would still be deducted from my account on 04/17/15 and 04/24/15 and after that no more deductions would be made and the money would be reimbursed to me through a check in the mail. After waiting the required time I called back on 05/08/15 and spoke with ***** again only to be advised that now I owed this money to Liberty Mutual and that a deduction would be taken from my check on 05/15/15. I do not authorize this deduction and dont understand how I can owe additional money more than a month after my policy was cancelled and without receiving any type of billing statment.

Desired Settlement: I just want my money back and for this company to forget that they ever knew me.

Business Response: Dear Mr. *******,

This is in response to your May 12, 2015 correspondence to the Better Business Bureau regarding your previous automobile policy. I appreciate the opportunity to respond to your concerns.

This policy was cancelled at your request effective April 9, 2015. Prior to the policy cancellation, a bill for $74.29 was sent to your employer on April 6, 2015 for a payment to be taken from your paycheck on April 17, 2015.

Due to the remittance process on some payroll accounts, it is normal to have a delay between our request for payment and the payment being applied to your policy.

When you contacted our sales office on May 8, 2015, your policy balance was $82.67. However, on May 12, 2015 we received three payments from your employer of $74.29, totaling $222.87. This resulted in an overpayment of $140.20. A refund check issued to you for $140.20 on May 12, 2015. Please allow 7-10 business days for receipt.

Mr. *******, we are sorry to have lost you as a customer. Please feel free to contact me with any unresolved questions or concerns. I will be happy to assist you.




5/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I decided to switch our auto and home insurance companies due to the price going up. We received a letter in the mail within the week letting us know that the new policy rate would be taken out of the bank by the 20th. We signed up with a different company on the 19th and I had let my insurance agent know that we would be canceling. I had tried to call him but he was on lunch and told the receptionist to have him call us back so we could cancel. She said she would tell him we were canceling that day. A few hours later I called back again due to not receiving a call yet and he told me that he had been looking for cheaper rates. He did cancel the policy and I told him that because I was canceling my policy a few hours before closing that I wanted to make sure the money would not be taken out of our account. He wasn't sure if he could make that happen. I did call the main headquarters on the 20th after my money was taken out and they told me I had to talk to the bank and there was nothing they could do for me. Once I called the bank, they told me the insurance company was the one to reimburse me. I had the bank stop the payment while it was in the limbo stage but it cost me $30.00. This should have never happened and I had never received bad service up until we switched. They were almost angry/really disappointed because of us stopping our service with them.

Desired Settlement: I would like them to pay for the $30.00 and the amount of our policy if it doesn't get stopped due to them not giving me a straight answer and pretty much lying to me. We did cancel before closing the day before the due date so this should never have happened.

Business Response: Please see the attached response to complaint #********

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, ******* ****** ****I don't agree with it but I want this to be over with.  We never received any e-mails with monthly statements and the only thing we have with any kind of information about canceling on all paperwork is that is says to contact our agent which we did do.****

5/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I quit liberty mutual in December 2014 and got new insurance January 2015 liberty mutual continued charging after I notified them that I had changed insurance providers.I even had to close my bank account because they ignored my wishes to cancel and contined charging me anyway. They continued to charge me through march 2015 without my knowledge then they turned me over to a collection agent who just started calling me. I called back liberty mutual and they where very rude to me then when I pointed out their mistake they offered to charge me only one month dec-jan like they where doing me a favor. When I said that was not acceptable they got real rude with me again.When I called back after I was hung up on ******** ******* said they flat out won't fix my credit score or do anything. She said her manager ***** ******** may or may not call me back if he worked Saturday, whatever that means.

Desired Settlement: I want them to repair any damage to my credit score they caused, I want the collection agent to immediately stop calling me, and I want the CLUE reports fixed so I can get insurance in the future. I also want the BBB report to reflect the true negative reports about liberty mutual. The initial page about liberty mutual says they have a 4.6/5 rating but when you scroll down they have 151 negative reports vs. 12 positive which are probably fake anyway. The top page should reflect this.

Business Response: Dear Ms. *********, 

This is in response to your May 7, 2015 correspondence to the Better Business Bureau regarding your homeowner policy.  I regret your service experience did not meet your expectations and appreciate the opportunity to respond to your concerns.  

This policy initiated effective June 10, 2014.  You selected monthly Electronic Funds Transfer (EFT) as your preferred payment method at the policy inception.  

You contacted our customer service department December 23, 2014 and we removed you from EFT and placed you on monthly direct bill at your request.  Our customer service department spoke with you again on December 30, 2014 and January 9, 2015 to discuss the billing on your homeowner policy.  Our records do not reflect a request to cancel the policy at this time.    

After consecutive bills issued to you December 29, 2014 and January 29, 2015 remained unpaid, a cancellation notice issued to you February 23, 2015 advising a minimum payment of $296.74 was required prior to March 10, 2015 to prevent cancellation of this policy.  No payment was remitted and this policy cancelled effective March 10, 2015 for non-payment of premium.  

After cancellation, a $293.49 bill issued to you March 17, 2015 due April 6, 2015 reflecting premium due for coverage provided through the March 10, 2015 cancellation date. The $293.49 payment was not received and the balance was referred to collection April 27, 2015.  

Liberty Mutual Insurance uses a third party vendor, ****** ********** ******** (******), to secure past due premium owed for cancelled policies.  Policyholders are referred to ****** when their policy has cancelled and the balance is not paid within 21 days after the final bill due date.  

You stated in your correspondence to the Better Business Bureau that you obtained new coverage in January 2015.  Please forward a Declarations page indicating the date alternate coverage was obtained and I will amend the cancellation date to correspond with this date.  The balance due will be adjusted accordingly.  Since our records do not reflect a prior request to cancel this policy, we are unable to waive this requirement.  

Ms. *********, a billing history is enclosed for your review.  If you have further questions or concerns, please contact me directly and I will be happy to assist you.


Enclosure

5/22/2015 Problems with Product/Service | Complaint Details Unavailable
5/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: One month ago, our family got injury because of **** bed crash damage bought 1 year ago (2013) during midnight when my wife and I slept on a king bed which is one of beds bought from **** **** **** store, the bed was suddenly crashed and felt down on the floor in midnight because of bed bad quality; what's worse, I felt down and my foot stuck into the cracked gap; what's important, we both were really shock and no sleep whole night. The worst things happened is, we have our new baby and have no more energy to take care of him in daylight because of midnight the bed crash damage. Now, my back and foot in hurt and pain. The biggest issue is, my wife does not have produced breast milk any more for my baby (4 month old) because she is still in shock. And yesterday, we got feedback from **** insurance company, liberty mutual insurance, they only gave us hundreds dollars for me and my wife injury; however, nothing compensation for my baby. Who will pay for my baby formula rather than his mom’s breast milk, everybody knows the mom breast milk will provide new born baby with health and resistance, and now who will take responsibility for those, they only pay hundreds for adult injury, who cares about the poor baby

Desired Settlement: we want 50K for my baby future health issue.

Business Response: Dear Mr. and Mrs. ****,  I am the Team Manager over ******** *********.  I have reviewed your BBB complaint and your claims file.  It is my understanding, our customer, **** has replaced the broken bed in question. In addition, it is confirmed you have not sought any medical treatment or documentation to confirm that any injury or failure to produce breast milk was caused by this incident.  However, the adjuster assigned to your claim has offered $1000 to resolve your claim as a customer courtesy.  This offer is reasonable and fair to resolve this matter.  Unfortunately, we are not able to justify a settlement of $50,000 based on the facts currently presented.  Please feel free to contact me as your convenience to discuss your claim further.

5/20/2015 Problems with Product/Service | Complaint Details Unavailable
5/19/2015 Problems with Product/Service | Complaint Details Unavailable
5/18/2015 Problems with Product/Service | Complaint Details Unavailable
5/17/2015 Delivery Issues | Complaint Details Unavailable
5/16/2015 Problems with Product/Service | Complaint Details Unavailable
5/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Safeco has failed to thoroughly investigate an automobile accident that I was involved in. The vehicle involved is insured by Safeco, however, the insured person was not the individual that was driving. Safeco indicated to me that they had not reached out to the driver however, was not taking liability based off of the statement received by there insured party. I expressed how inappropriate this sounded in knowing that basically they were basing there report off of witness responses only. At this point it is not about where I am liable or not, it is about them doing there job and investigating the accident thoroughly as expected. So currently Safeco is putting me at fault without speaking to all parties involved in the accident.

Desired Settlement: n/a

Business Response:

The customer is concerned with the liability decision. However,
liability has not been finalized due to additional information pending.

5/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Liberty Mutual Insurance refuses to pay for ALL the damages that were caused by one of their customers. We (my daughter is helping due to language barrier) have provided 3 different quotes and pictures to show them that the amount they are offering will not cover all the damages and still no help. We've called and emailed the Eagle Adjusting (the company they use for adjustments) to see if they could recommend contractors for the amount they suggested but they will not return our call or email. I've spoken with ****** **** which was very rude. My daughter spoke with ***** ********* and all he did was give her the run around. This has been going on for over a month. I've done everything I possibly can to prove that it will take more that the $692.74 to get my property fixed. Product_Or_Service: Brick mailbox and drive way Order_Number: Claim #: ********* Account_Number: ****** **** ********

Desired Settlement: DesiredSettlementID: Replacement Liberty must cover ALL the expenses. I have provided 3 quotes --- multiple times: ****** ************ $1225********* ********* $2086.90********* ******* $1060.99. The check they mailed me for $692.74 will NOT cover all the damages.

Business Response: Good afternoon, The complaint was resolved on this date (5/14/15). After review of the quotes Mr. **** submitted to Liberty Mutual, we have authorized two additional payments to satisfy the Traveler's Insurance estimate total of $2086.90. The payments are as follows below:4/7/15 - $692.745/12/15 - $342.73 5/13/15 - $1,051.43This has been communicated verbally to Mr. **** and to Ms. ***** ******* (Mr. ****'s daughter) via telephone conversation and email (attached) on this date. If you have any questions or need any additional information, please feel free to contact me. Regards,**** **** ****Claims Team Manager - ***I-CAR Platinum Individual™Liberty Mutual InsurancePhone: ###-###-#### Ext: *****Fax: ************Email:  ******************************* 

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, ****** ****

5/11/2015 Problems with Product/Service | Complaint Details Unavailable
5/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I cancelled my renters insurance with Liberty Mutual on Jan. 30th of 2015; I had my payments automatically deducted from my paycheck. After checking my paystub in February I noticed that my payment was still being deducted; I promptly called the branch (****) I was insured through. After getting a reasonable explanation and assurance that the deductions would be stopped in March and any over payment will be refunded; I felt assured. Upon checking my next paystub in March, I noticed that the payments where still being deducted from my check. I called on the 15th of March once again and spoke with the branch manager, who assured me this time the problem would be fixed and a refund would be sent to me. After checking my most recent paystub from the 15th of April, the payments are still being deducted and I am yet to receive a refund for my over payments. Product_Or_Service: Renters Insurance policy Account_Number: *****************

Desired Settlement: DesiredSettlementID: Refund I would like the payments for a renters insurance policy I no longer have to be stopped and any over payment refunded.

Business Response: Dear Mr. *******,

This is in response to your April 18, 2015 correspondence to the Better Business Bureau regarding your tenant policy.  It was a pleasure speaking with you April 29, 2015 and I appreciate the opportunity to respond to your concerns. 
 
This policy initiated effective October 4, 2012, subsequently renewing each year, most recently October 4, 2014.  You selected payroll deduction as your preferred payment method which continued on renewal.  

You requested cancellation of this policy effective January 30, 2015.  After cancellation, a $41.11 balance remained on the policy reflecting premium due for coverage provided through the January 30, 2015 cancellation date.  Therefore, a final bill issued to your employer reflecting the updated $41.11 balance due.  

However, you contacted our sales office March 17, 2015 and requested to discontinue payroll deduction.  Therefore, a request was submitted to your employer requesting they terminate payroll deduction for this policy. 

As shown on the enclosed billing history, multiple payments totaling $72.12 have been received since February 5, 2015 creating a credit balance of $31.01.  A $6.97 refund check was issued to you March 17, 2015 and two $12.02 refund checks were issued to you April 1, 2015 and April 17, 2015 respectively totaling $31.01.  

As we discussed, our records did not reflect the new mailing address included on your correspondence to the Better Business Bureau.  I therefore issued a stop payment on the previous refund checks and requested a $31.01 check re-issued to you at the updated mailing address.  The approximate timeframe for delivery is seven to ten business days.   

Mr. *******, we are sorry to have lost you as a customer.  If you have further questions or concerns, please contact me directly and I will be happy to assist you.

Sincerely,

******* *********
Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Phone: ###-###-#### Fax: ###-###-####

Enclosure

5/11/2015 Problems with Product/Service | Complaint Details Unavailable
5/5/2015 Problems with Product/Service | Complaint Details Unavailable
5/5/2015 Problems with Product/Service | Complaint Details Unavailable
5/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After blowing a tire at approximately 9:40pm eastern time, a call was made to liberty Mutual seeking the roadside assistance that comes with full coverage on the vehicle that needed assistance. Spoke with customer service, provided location was told assistance would arrive in approximately an hour. One hour past, no roadside assistance. 20 mins after the hour, someone from liberty Mutual calls, states that the tow company that was in route had to cancel. They would try to find someone ASAP. 3 hours later, after placing numerous calls to liberty Mutual, staying on hold for a lengthy time, was told someone would be there in 20 mins, 20 mins past still no roadside assistance. After placing one more call, only to find out customer service provided the wrong location was told they would send someone out. After sitting on the side of a major highway, for over 4 hours for the lack of care, quality customer service is unacceptable. To find out It's only covered up to 50$ when a service call alone is more.

Desired Settlement: Should be more specific on what roadside assistance covers, more concern of the well-being off paying customers needs.

Business Response: Upon reviewing our insured's concerns with our third party tow provider, we agree that the level of service provided fell below our expectations.  The first tow provider that was conctated canceled due to being called out for a police tow.  At that point, the ETA we provided to our insured had been met.  After dispatching a second tow provider, it was found that the tow truck had the incorrect location.  
       
*****, our third party tow provider, has attempted to contact the insured in hopes of being able to verbally apologize for the poor experience.  A letter of apology was also mailed to the insured regarding this situation. 

In addition, a Liberty Mutual representative attempted to contact the insured for an apology and to confirm if there were any out of pocket expenses.  We will continue to follow up with the policyholder. 

Thank you.

*** *********
Team Manager
Customer Care Team



5/5/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Trying to get ahold of someone to get what is owed to me and you can never get a return call. This place is a scam.

Desired Settlement: I would like to be contacted and get these issues resolved asap.

Business Response: Please see attached.

5/5/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This Company has outstanding bill for 537.01 for insurance that I did not ask for it.

Desired Settlement: remove from collection and remove from credit credit report. if not I will file lawsuit to sue for damages . these companies only learn with the have to pay damages.

Business Response: Dear Mr. *********,

This is in response to your April 20, 2015 correspondence to the Better Business Bureau regarding your automobile policy.  I appreciate the opportunity to respond to your concerns.  

This policy initiated effective September 1, 2013.  A $175.99 down payment was remitted September 3, 2013.  You selected monthly Electronic Funds Transfer (EFT) as your preferred payment method.  

However, your November 1, 2013 and December 4, 2013 EFT payments were returned unpaid.  Due to the dishonored payments, a cancellation notice issued to you December 17, 2013 advising a $398 payment was required prior to January 1, 2014 to prevent cancellation of this policy.  No payment was remitted and this policy cancelled effective January 1, 2014 for non-payment of premium.  

After cancellation, a $571.01 bill issued to you January 7, 2014 due January 27, 2014 reflecting premium due for coverage provided through the January 1, 2014 cancellation date.  An email reminder issued to you January 28, 2014 reminding you to remit payment to avoid collection activity.  No payment was received and the $571.01 balance was referred to collections February 17, 2014.  

Liberty Mutual Insurance uses a third party vendor, Credit Collection Services (C.C.S.), to secure past due premium owed for cancelled policies.  Policyholders are referred to C.C.S. when their policy has cancelled and the balance is not paid within 21 days after the final bill due date.  The $571.01 balance remains due.

Our records reflect you spoke with our customer service department April 20, 2015 and indicated alternate coverage was secured prior to the January 1, 2014 cancellation date.  If you fax a copy of your Declarations page to ###-###-#### confirming the date you obtained alternate coverage, I will amend the cancellation date and the balance due will be adjusted accordingly.  

Mr. *********, a billing history is enclosed for your review.  If you have further questions or concerns, please contact me directly and I will be happy to assist you.

Sincerely,

******* *********
Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Phone: ###-###-#### Fax: ###-###-####

Enclosure

5/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have been a customer of Safeco insurance for over ten years in Februaury 2015 we added a new vehicle 1999 **** ******* ***** to current policy and dropped one vehicle 1993 *** ***** from policy. In 02/15 received a letterfrom SAFECO indicating my premium increased $200.00 for the month of February, a total of $591.25 My husband ***** ******* called Safco company and spoke to a representative, didn't write down name of represntive. Representative indicated the premium was increased because Safeco was adding Heather Aragon to our policy. Frank infromed representative that Heather Aragon was not a family member and did not live with us, she had no assoication with my family. Representative informed Frank that they would correct the error and our premium would remain the $371.60. On Februaruy 20, 2015 $591.25 was automatic withdrawn from bank account for monthly premium. That causes an overdraft on bank account and overdraft charges. My husband ***** ******** called a spoke to another representative and he informed us that the increase was due to adding the vehicle from February 2014. Frank infromed the representative that the vehicle was added in Febraury 2015. 1999 **** ******* was purchaed in 02/15. After further review it was an error from the local agent Hub International. Safeco informed my husband that SAFECO owed us a credit of $591.25 for the error of adding the car from Februaruy 2014 and that the credit was broken down over the next 6 months to the premium amount. We cancelled the auto policy with Safeco and Safeco owes us a credit of $591.25. Have not received our credit from the over charges of February 2015. Safeco customer service was horrible and owes us money from the Februaruy 2015 error made to the auto policy. We were a loyal customer for years and was treated horrible and have not been given the credit due to use. Product_Or_Service: Automobile Insurance Account_Number: ********

Desired Settlement: DesiredSettlementID: Refund The 591.25 owed to us from the error of adding the 1999 **** ******* ***** by the agent at HUB International INS Services, ** *** ***** ***********, NM *****. error was made by entering the wrong date of February 2014 instead of February 2015 that cause the overpayment and any other fees that we are entitled to as well as any reimbursements.

Business Response: Please see the attached response to complaint # ********

5/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our Liberty mutual Claim #: ********* We had a sewer back up 6/01/14. We contacted liberty mutual about the incident. I found that everyone I had the pleasure of dealing with did an outstanding job. The repair process took several months. The first adjuster was inpatient but professional. Then a week or so latter we had a new adjuster. His name was **** ********, we worked with **** for over six months. The basement was repaired. Along the way we had an agent of liberty mutual Servpro damage a French door mold remediation. We had water coming in along the sides of the door, when it rained we contacted **** ********. He said go get prices and estimates we discovered the door would not lock contacted **** ******** no response. 3x or more times by my wife and I no response. I purchased the door had it installed informed him along the way about costs, etc. Then last month we received calls and emails about finishing up claim settlement. I was told on more than one occasion that Liberty mutual was going to send us the recoverable deprecation, and the cost we already paid for the door, carpet for the stairs, and labor for repair of the bathroom. . After many phone calls and emails **** ******** calls and tells me the claim is done... the door invoice, the carpet and bathroom labor were all accepted. Less than a week latter the new adjuster ******* ****** calls the claim is done he said the door stairs bathroom were all accepted, but the recovered deprecation was gone I fell that what one employee has been telling us for months, and months was not honored. (In customer service it’s called dong the right thing) I have to pay the bills that would have been covered by the recoverable deprecation

Desired Settlement: I would like to have the total settlement that **** ******** has promised to us for many months. I fell like there was a bait and switch at the end of the claim processes one adjuster promises one thing then he is temporally assigned then the new guy does not honor the prior commitment Liberty mutual ad says their policy is Responsibility I would like them to honor that ad tagline

Business Response: Liberty Mutual Response ********.

***************@Libertymutual.com
###-###-####, Ext

5/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: For the past 2 weeks I've been dealing with a party off this company from new jersey I believe. I filled a claim for vandalism on my vehicle (vandalism happened on multiple occasions). I was told by a customer service rep when this first started happening that I can file ONE claim for everything and pay only ONE deductible. Since filing my claim it has been split into multiple claims subjecting me to multiple deductibles. While on the phone with some of the employees I've been called a liar and told that no one at safeco/liberty mutual ever told me that because it's not in my file, that everyone at this company does their job perfectly 100% of the time, that it was a conflict of interest to get my car fixed at my uncle's shop even tho he's one of your preferred shops, and now my claim(s) are in your investigations department where I was accused of doing the damage myself for an insurance payout. This is so upsetting to me and I have never been treated so horribly before in my life. This saddens me because I've never had a bad experience with this company till now and it makes me honestly want to switch company's and when I told someone that all they could say is that they are sorry I fell that way.

Desired Settlement: I feel like since I was told that I could file everything under one claim that that should be what happens here. I fought when they split it into two claims now they are looking to split it into more than that and at that point I'd just being paying the whole bill anyway so what would be the point?

Business Response: Attached please find our response to the complaint.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below. 
I am arguing the fact that someone from your company told me I can file the vandalism all under ONE claim regardless if it occurred on more than one occasion. To top it off the way I've been talked to by safeco/liberty mutual staff is unacceptable. The fact I was called a liar and was accused of vandalizing my vehicle myself and looking for an issuance payout (even though I have asked repeatedly for the check to be sent to the body shop) wasn't even addressed.
Regards,

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

 

 

Business Response: Rebuttal response attached

5/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a work related injury and my claim has not been handled accordingly. My adjuster is never available and I can't get any help. I have to contact his supervisor for things to get going. I call for him and his colleagues tell me he is not in the office when I'm told by receptionist that he is actually at work. He is always in a meeting and never returns calls. Today I was offended by him trying to take advantage of my current situation. Also with an cocky attitude telling me that my claim was being denied and he or anyone was going to approve it.I was crushed by a cabinet and I'm only being treated for what they feel like it. I would much rather get a call and go over the specific details of my complaint.

Desired Settlement: To get the medical treatment needed based on my injury.

Business Response: see attached

5/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: When I called around to check auto insurance prices I found that for better coverage another carrier was charging less than half what Liberty Mutual was charging. I switched policies and was charged a penalty of $166 for cancelling 38 days into the policy. I had been with the company for over 30 years. When I called to discuss the excessive penalty, I was told that it was a Massachusetts law and that the money did not go to the company but to the state. I believe that this is incorrect and that the penalties are decided by the companies and go to the companies, not the state. The other complaint that I have is that there is no formula stating how the penalty is determined so there is no way for the consumer to determine what the penalty will be until they get the bill. All it says is that there will be a penalty with no explanation.

Desired Settlement: The formula used by the company to determine the penalty should be clearly shown in the policy.The company needs to be forthright with customers and say that it is the one determining that there is a penalty and how much that penalty will be and that the money goes the the company and not the state. They should not be badmouthing the State when they are the guilty party. After paying top dollar for 30 years to a company, they should not be charging an excessive $166 penalty to cover the expenses of a computer generated policy and bill. Consumers should be warned that this company is exercising deceptive policies and is overcharging consumers. I believe they should reduce or eliminate the penalty they charge consumers.

Business Response: Please see attached

5/1/2015 Problems with Product/Service | Complaint Details Unavailable
4/29/2015 Problems with Product/Service | Complaint Details Unavailable
4/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was in an accident about almost 2 months ago. Liberty mutuals client hit my care. The company took 100% responsibility in the accident. They told me that it was 100% their clients fault who hit me and that they were going to pay for the damages done on my vehicle from the accident and give me a rental car during which my car would need to be repaired. Once the adjuster came to took at my which was dirty during the time he saw it he write up he review of the car then sent it in. Once all was said in done was able to bring the car to the body shop of my choice and receive a rental car. I was told by the rental company and liberty mutual that I would have the rental car until my car was fixed by the body shop. I then dropped my car off and received my rental. I went to Adrain Auto Body for my repairs. Once the body shop got my car and started to do work. They told me that they found additional damages on my car. Then then called up to adjuster to have them look at the additional damages. The adjuster told me that he would only pay for some of the additional damages on the car. That some of the other damages were not related to the accident. The body shop and I both disagree with the adjuster. Those damages were not there before the accident and were caused during the accident but liberty mutual disagrees. They told me that if the body doesn't start continuing work on my car that they would take away my rental in which I was told that I would have during the full time that my car was in service for. I am very annoyed at this point because Liberty Mutual is not paying for some of the damages caused by the accident.

Desired Settlement: I want Liberty Mutual to pay for the full repair on my car. The damages on around $700 that they are not paying for because they believe that those damages did not happen during the accident. Myself and the body shop 100% disagree with that. I know those damages were done from the accident. They were not there prior to the accident. I also want Liberty Mutual to own up and pay for the rental while my car is in the shop. They told me that they would pay for my car in the shop while it is being worked on and they are not owning up to their word.

Business Response: Liberty Mutual Response.

4/25/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Liberty Mutual was great until I lost my job last year. I have been digging myself out a a financial whole since I lost my job. On October 6th, 2015 I called liberty mutual and requested my policy be cancelled when I could no longer afford the payments. In addition to that the representatives were extremely rude, and refused to seek management when requested. The insurance company I was going with had a ridiculous deposit amount and I could not come up with in prior to November 6th, 2014. I called Liberty mutual again and explained why I cancelled and advised the representative I can make a 200.00 that day and will continue making payments. My bill was 749.00 (rounded) I could not pay the past due balance before January 6th, 2015 so the Representative advised me my balance would be rolled over and If possible I should make additional payments to lower the balance. From December 2014 to February 18th, 2015 I was unemployed and waited for my unemployment check to kick in. I didn't receive all my back wages until March 6th, 2015. The last bit of savings I had I made a payment of $272.00 to liberty mutual. I went to my financial aide counselor to see if there was anything they could do. My financial aide counselor managed to issued me a check for $1'017.49 which $1'008.00 went to ally financial to avoid repossession. In February I received a tax return which I made a payment of $500.00 towards liberty mutual. Once I received my back wages I made another payment to liberty mutual in the amount of $272.00 On March 27th, 2015 I received a letter from liberty mutual stating I would be cancelled if 1062.00 wasn't received by the 17th of April. No letters of cancellation warning etc. How am I suppose to get to work if you yank my insurance? That doesn't help you get paid any faster! I called Saturday and requested to speak with a manager. I asked that they call me when I was out of class. They called me while in class. I called back Sunday and asked for another call back no one got back to me. I called Tuesday asked for another call back no one got back to me. I asked for another call back on Thursday no one got back to me. Now we're on Friday. I am frustrated, angry, and when I call they conveniently are having system issues which prevented a manager from coming on the line. I called back again requesting a manager after the representative rudely hung-up in my face. The man refused to get a manager and continued to talk over me to the point I asked his name and location to write a comment on twitter hoping someone would get back to me. Nothing! Luckily for me another insurance agency is worked with me so that I could get set-up to receive in insurance. I want this documented because no one should have to experience this. I am getting ready to loose my house this coming may. I have tried to apply for emergency housing in most places I don't qualify and have been told my numerous of state agencies they take woman and children first. Despite all of that I still made sure liberty mutual was paid. Regardless of what I am going through outside of my insurance company. They are rude, and have no empathy unless it happens to them. While I would never wish this kind of burden upon anyone I hope and pray someone else will extend them mercy versus beating them in addition to what's already happening. I take full responsibility for all of my bills and regardless I do what I have to do. I getting ready to work two full time jobs and continue taking a full ride of course loads in addition to my medical assisting course. I do what I have to do at least see that I am out here busting my behind and not sitting around waiting for a hand-out. All I asked of them was to continue working with me for regardless they will get paid. It may not be on the due date but it will be paid!

Desired Settlement: I would either like a billing adjustment or a refund for my last payment of $500.00! Since I will no longer be a liberty mutual customer. It is very clear agents say whatever whenever and don't look at the long-term affects. I'd rather an agent offer a solution that benefited the company and the customer vs. a short-term solution that screwed either parties i the long run.

Business Response: Dear Ms. *********,

This is in response to your April 3, 2015 correspondence to the Better Business Bureau regarding your automobile policy. I appreciate the opportunity to respond and regret your service experience has not met your expectations.

This policy renewed effective January 6, 2015 with an annual premium of $2,990.

You elected to pay the policy premium on a monthly direct bill. With direct bill, although the policy term is twelve months, only eleven bills are issued to pay the policy premium in full. In addition, a $6 monthly installment fee is applicable to every bill issued except the initial bill. We therefore issued a $271.82 ($2,990 divided by eleven, with the final bill adjusted a few cents) bill to you on December 29, 2014 due January 18, 2015.

At the end of your January 6, 2014 through January 6, 2015 policy term, there was a remaining balance due of $734.75. We had previously issued a past due bill for this amount that remained unpaid. After your policy term expired, this balance owed was transferred to the January 6, 2015 renewal term and your premium balance due for the renewal was adjusted to $3,724.75 to reflect the carryover amount from the prior term.

Any residual balance due is billed to you in full. We therefore issued you a $1,284.39 past due bill due on January 27, 2015 due February 16, 2015. This amount included the previous billed January payment of $271.82 and the $734.75 balance carried over from your prior term, along with February’s $277.82 payment which includes the $6 bill fee. A payment of $500 was received on February 10, 2015 and the balance due adjusted to $3,230.75.

Since $784.39 remained unpaid from your prior bill, a past due bill issued to you on February 27, 2015 due March 19, 2015 for $1,062.21 ($784.39 plus $277.82).

When payment was not received, a cancellation notice issued to you advising remittance of $1,062.21 was required prior to April 17, 2015 to avoid cancellation. In addition a $25 fee was applied to the policy balance. This fee is applicable if a non-payment cancellation notice is issued.

Our records indicate you spoke with our customer service department on April 8, 2015 and made a payment arrangement. Rather than having to satisfy the full $1,062.21 prior to April 17, 2015, the balance due to avoid cancellation is $407.72. After the $407.72 is satisfied, you will have seven remaining payments due of $413.72 ($2,854.03 divided by seven, plus a $6 bill fee, with the final payment adjusted a few cents).

You indicate in your correspondence to the Better Business Bureau that you made a payment of $272 in March; however, this is not consistent with our records. The only payment we received for the January 6, 2015 renewal policy was the $500 payment received February 10, 2015.

You indicate your request for escalation was not accommodated and we were not responsive to your concerns. However, our records reflect you have spoken with our escalation team on several occasions. Due to the extenuating circumstances you described, we made exceptions to the premium due. We allowed you to defer the $784.39 owed from the prior year to the renewal term. In addition, rather than requiring the $1,062.21 payment in full, we most recently offered to spread the balance owed over your remaining bills.

Our payment arrangements have been equitable and we are unable to make additional payment arrangements with you. If the $407.72 is not satisfied by the end of the day on April 16, 2015, this policy will cancel for non-payment of premium effective 12:01 a.m. April 17, 2015.

Ms. *********, please feel free to contact me with any unresolved questions or concerns. I will be happy to assist you.

Sincerely,

**** *******
Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Tele: ###-###-#### | Fax: ###-###-####







Consumer Response:

Better Business Bureau:

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

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.

Thank you,
********* *****

4/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Claim # 4-12-13 : **** **** ***** open this Claim in the month of April 2013. I had decided to close this claim in less than one month without any payout for this claim.Until today I didn't know that ****** placed out to the public records in DMV as well as for other insurance companies (clue reports) as $3000 paid towards the claim with 3 points.Upon furthur inquiry with the Clue report it was proved to me that they ****** stated I was at fault.The claim is related to exiting the parking lot from the public library, as there as deep slope upon existing, and the nature of the car that I was driving ***** CRZ which is coupe and front bumper are very low towards the ground, upon exist from this slope at zero speed caused small scratches underneath the front bumper. So it is no bodys fault, it is design of the car and the slope. But ****** accused me that I am at fault in this claim.I want ****** to correct this issue that I was not at all at fault.I have made about 5-10 calls to resolve this matter, but it is not getting resolved.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want ****** to correct in this Claim that I am not at fault which is true. Secondly remove this Claim from History. Also remove other old Claims from History as well.Claims to remove from history with zero payouts are:4-4-13 : **** **** **** ******* * **** **** **** ****** * **** **** *********** * **** **** **** ****** provide incorrect amounts to all reporting companies including DMV with dollar amounts and points. This is totally fraud by S

Business Response: Response

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  Claim #**** **** ****: I decided not to collect diminished value because it will be report to the **** even though the other party was 100% at fault and holding Liberty Mutual insurance.Claim #**** **** ****: *** ******* Motors didn't buffed out any scratches. If you think they did it let me know, this is fraud practice from *** *******. I decided not to pursue on this claim.Claim #**** **** **** : I called back upon receipt of the check to cancel and check and do the stop payment. ****** was ignorant and didn't do until I called back again in Mar 25, 2015. I decided not to pursue on this claim.Claim#**** **** ****: It was not repeated hits or wear & tear, *** ******* said it can happened again with any road that has slope or if I take the car to **** library again. I decided not to pursue on this claim. This was not ****** but ***** car.****** report incorrect dollars amounts and points to the *** and **** which I have to find out on Mar 25, 2015 namely report $3000 with 3 points on Claim#**** **** ****, reporting I have inform ****** to provide me the contact of Customer Relationship board to resolve this prior to taking action in the justice system, but it was never resolved.Yes I will not tolerate ****** putting these claims above in **** report except claim #**** **** **** because there was a police report file by me. Failure to remove claim #**** **** ****,    claim #**** **** **** and  claim#**** **** **** will end up in the justice system.  Regards, **** ********    

Business Response: Response

4/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Had a auto policy with this company, hit deer car was totaled, did not get replacement vehicle they depreciated my vehicle, expecting gap ins to cover what they did not pay. But they didn't I was unable to pay off loan amount or get a new vehicle this is false advertisement, what they state below... Buying a brand new car is a big investment. So what happens if you total it? Many insurance policies will give you the money to replace it – but usually less than what you paid for it because of depreciation. With Liberty Mutual's New Car Replacement, you don't have to worry about replacing it because you'll get the money for a brand new car - not just the depreciated value . It's a standard feature on all Liberty Mutual auto insurance policies.

Desired Settlement: The 2,905.88 I would like refunded to me so I can pay off the rest of my loan, for them falsifying statements in there advertising

Business Response: Response to complaint.

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, ***** ******    

4/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Re: Liberty Mutual InsuranceLiberty Mutual increased my payment without expressly notifying me. It appears that beginning in 2015 my insurance cost increased 66.67 to 81.92 without expressly and clearly notifying me. As it turns out, Liberty Mutual has been over-charging me for insurance for the duration of my coverage with them.

Desired Settlement: For the same coverage dollar for dollar for auto insurance, I am now paying less than $40.00 for the very same coverage from another provider, so a just refund is over $1200 from the beginning of coverage. If Liberty Mutual can refund me $800, I will accept it, and not pursue litigation.

Business Response:
This is in response to your March 16, 2015 correspondence to the Better Business Bureau regarding your policies.  I appreciate the opportunity to respond to your concerns.  

*****************
This policy initiated effective January 6, 2012, subsequently renewing each year, most recently January 6, 2015.  You selected paperless documents and monthly Electronic Funds Transfer (EFT) as your preferred payment method at the policy inception.  

*****************
This policy initiated effective January 1, 2013, subsequently renewing each year, most recently January 1, 2015.  You also selected paperless documents and EFT for this policy.   

Renewal documents issued to you approximately thirty days prior to the renewal dates of your policies each year.  Since you selected paperless documents, an email notification issued to you advising that your renewal documents were available for viewing.  An EFT withdrawal notification was also included to notify you of any adjustments to your monthly payment amount.  

Regarding your premium concerns, at Liberty Mutual Insurance, we are very serious about our obligation to offer our policyholders a competitive premium while remaining financially secure.  Maintaining this balance means we must periodically review our rates and make necessary adjustments.  Some of the factors that impact overall rates include the increasing costs of repairs, medical expenses and the frequency and severity of claims.  

Insurance rates are also based upon the company's underlying costs and statistical data.  Your policy term is for one year and your premium may subsequently be adjusted at renewal.  

There are many factors that are considered when determining the premium for a policy.  I am unable to specifically address why another insurer’s rates are lower than those of Liberty Mutual Insurance.  Each insurer rates policies according to their own rating practices as filed with the state.  Our rates are based on our collective loss experience in the state of Washington.  We review our rate plans continuously and strive to provide quality insurance at the lowest premium possible.

These policies were cancelled effective March 14, 2015 at your request.  The rates we charged were appropriate and there are no refunds due.

Mr. *********, we regret your decision to cancel these policies and are sorry to have lost you as a customer.  If you have further questions or concerns, please contact me directly and I will be happy to assist 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.  Re: ****************It is a highly questionable business practice to increase the rates of your customers in a state without very transparently and expressly informing them.What I mean is that the subject line of a communication involving increasing rates should say:  Please note; your insurancerates are going to be increased.  The number of customers that are unaware that their rates have increased because they have their payments automatically deducted must be very big.  Many of those customers are no doubt elderly customers who are having their fixed incomes reduced even more by Liberty Mutual’s shameful practice.Even though my driving record is clean, I discovered that my rates were increased twice while with Liberty Mutual – both without my knowledge, but rather the increases are buried in their sizable paperless document updates. Istill demand a refund for Liberty Mutual’s overcharging and their hidden rateincreases.   Regards, *** *********  

Business Response: Dear Mr. *********,

This is in response to your April 1, 2015 additional correspondence to the Better Business Bureau regarding your policies.  I appreciate the opportunity to further respond.  

When this policy initiated in 2012, you agreed to conduct business electronically by signing the enclosed eSignature and paperless policy terms and conditions which states:

“Moreover, you also understand and agree that Liberty Mutual may provide to you in electronic format only, either by email or by posting information on the website where you access your policy information or claim information, including but not limited to notices, billing documents, endorsements, changes to your policy(s) and any other information relating to your insurance policy(s) that would otherwise be mailed to you.”

As previously discussed, your policy term is for one year and your premium may subsequently be adjusted at renewal.  The appropriate notification issued to you prior to the renewal date ensuring you received advance notice of any changes to the policy premium.  

The rating practices and collective loss experience differ for each carrier. Premiums are partially based on the amount that is predicted to be paid out in claims that year in your area which may vary for each company.  

The premiums paid appropriately reflect the coverage afforded through the cancellation date and we are unable to refund any prior year’s premium.  

Mr. *********, if you have further questions or concerns, please contact me directly and I will be happy to assist you.



4/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a policy from libertymutual.com to insure my vehicle, three days later they raise the annual rate by $117, I pay it, then a couple weeks later, they rewrote it, and more than doubled my premium. I live in a state that requires new insurance to cancel old insurance, but I had spent my entire insurance budget on the liberty mutual policy. As soon as I could (a week before the remainder of the bill to LM was due), I purchased a policy from another company. The new company and I have sent the required paperwork to Liberty Mutual half a dozen times. They still don't acknowledge receiving it. They won't refund my money, and are now saying that even if they do refund, they will be keeping a cancellation fee for cancelling after 30 days of starting the policy. They didn't increase my rate to an insane rate until I had the policy 20 days, and I still had to scrape together momey for a new policy. That scraped money was supposed to be for other bills, and I need the first $1500 back from Liberty Mutual to avoid penalties on all my other bills.

Desired Settlement: I want my money back. I understand them keeping a pro-rated amount for the time they "insured" me, but I want the rest back.

Business Response:
This is in response to your April 1, 2015 correspondence to the Better Business Bureau regarding your automobile policy.  I attempted to contact you by telephone; however, I was unsuccessful reaching you.  I appreciate the opportunity to respond to your concerns.  

Our records reflect you obtained an online automobile insurance quotation February 8, 2015 through our internet quoting system which allows users to enter their personal information, details regarding their automobile and select their own coverage limits.  The down payment may be remitted and the policy bound by the internet user.  This policy was implemented by you online effective February 9, 2015 and you remitted a $1,540 payment at inception.    

After this policy was implemented, a review of the Massachusetts Registry of Motor Vehicles revealed inconsistencies with the information you entered online including a previously undisclosed lapse in insurance coverage which affected the premium.  

On February 10, 2015 the annual premium was subsequently adjusted to $2,844 effective February 9, 2015.  An attempt was made to contact you by telephone to confirm this adjustment; however, we were unsuccessful reaching you. 

A new business packet issued to you on February 10, 2015 including the enclosed Coverage Selections page confirming the $2,844 annual premium applicable to this policy. 

On February 16, 2015, you completed an online policy change to increase the collision and comprehensive deductibles from $1,000 to $2,000 effective February 16, 2015.  The annual premium was adjusted from $2,844 to $2,735.  A pro-rated credit of $107 was applied to the policy balance.  An updated Coverage Selections page issued to you confirming the change.  

A $1,197 bill issued to you March 9, 2015 due March 29, 2015 reflecting the additional premium due for the 2015 policy term.  

You contacted our customer service department March 11, 2015 and requested cancellation of this policy.  However, since you indicated your vehicle registration remained active, we advised you that you must maintain active insurance on the vehicle.

In the state of Massachusetts, the new insurer must notify the prior carrier in order to cancel the policy.  The most common form of verification is a 2A form bearing the registry stamp of the new insurer and on company letterhead issued by the new insurer or signed by the producer for the new policy.  

This policy was cancelled effective March 23, 2015 upon receipt of the required 2A form indicating the date alternate coverage was obtained.  

The new business packet previously issued to you also included the applicable short rate cancellation provision:

If the policy is cancelled by you or by law, you will get a refund which is less than proportional to the time involved.  It will be based instead on a short rate table which compensates us for our expenses in servicing your policy.
 
A $1,073 refund check issued to you April 1, 2015.  A billing history is also enclosed for your review.  

Ms. *******, if you have further questions or concerns, please contact me directly and I will be happy to assist you.



4/18/2015 Problems with Product/Service
4/15/2015 Problems with Product/Service | Complaint Details Unavailable
4/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Liberty Mutual has repeatedly added an unknown person named ******* onto my insurance policy for the last 6 months. I have had to call in and ask them numerous times to take this person off my cars and they cannot seem to get it right. They have even mailed ******* a check for an insurance claim that I had no idea about. Both my cars belong to me and are registered to only me ********** *****. Every time that I asked them how is this happening they blame other parts of the company or say they do not know. It is very dangerous to put someones name on another persons property and it is a mistake that shouldn't be made. Product_Or_Service: insurance Account_Number: ******************

Desired Settlement: DesiredSettlementID: Refund Refund for the months michaels name was on my policy

Business Response: Dear Ms. *****,This is in response to your April 3, 2015 correspondence to the Better Business Bureau regarding your automobile policy.  Please accept my apology for the inadvertent change implemented to your policy.  I regret the inconvenience this matter has caused.When we updated your residential address effective October 11, 2014 we inadvertently updated the operator and named insured at the same time.  However, we have amended your policy to reflect the correct named insured and operator. While we appreciate your concern and regret the error, there has been no lapse in coverage.  Coverage has been afforded in accordance with your policy contract and payment issued for your losses under this policy.  There is subsequently no refund due.  Ms. *****, you are a valued customer and we thank you for allowing us to provide for your insurance needs since 2012.  If you have further questions or concerns, please contact me directly and I will be happy to assist you.

Consumer Response:   I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ********** ***** ***** I understand your response but I have gone through several frustrating situations while trying to get my car fixed for a claim and Liberty Mutual even issuing a check to the Michael person this should not have happen. I do not want other people's names on my property unauthorized.

4/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am complaining about the customer service that Safeco Insurance ***** ** ******** offered. First of all, they were supposed to match my previous *********** insurance rate with a new Safeco rate, which they had agreed to when I walked in their office. Everything was seemed right, but when the bill came they charged me $20 extra more per month. I also discovered that when I received credit card bill, they billed for an extra $50 with out my consent. That is considered theft in my book. They reversed one transaction and bill for two instead under two different names. I had problems with them the past about charging $50 just to pay your bill with them. I feel that company should be punished to extent that law should allow, since they are trying to prey on the Hispanic population and taking advantage of them simply because their language barrier. I not just speaking for but for the rest us who feel defrauded. They are using tricks and gimmicks to lower to Hispanic customers with faulty information and manipulating paper work and faulty charging them without consent. They have changed their company three times, AABC afforble, ******** Insurance and ***** ** ******** Insurance as far as I know.

Desired Settlement: I need my $50 plus $10,000 for faulty misleading and theft.

Business Response: I have contacted ***** ******** regarding the BBB complaint and
the $50.00 charge.

 

Ms. ******** states that the insured came into her office on
1-8-15 and stated that he had obtained a $164.00 quote from ***********. They
could not locate the quote and attempted to verify with *********** directly,
which was negative. They ran quotes and the best they could do was $340.00
which was with ***********. The insured was not happy with the quote and they
used their rating system and obtained a favorable quote with Safeco. The
insured signed the application which clearly referenced the premium, the
insured selected the monthly pay option of $194.13 a month.  Ms. ********
states that the insured was watching videos on his phone during the application
process and did not appear to be paying attention.  On 1-29-15 the inured
contacted the agency claiming he had been quoted $164.00, not $194.13. The
following day the insured cancelled the policy.

 

Ms. ******** states that the $50.00 charge was for DMV reports
and that she will refund the insured the fee. She states that the agency does
not charge fees for Safeco policies.

 

I have attached the signed application and a narrative provided
by Ms. ********.

 

At this time it does not appear that there was any wrongdoing on
the part of the agency as the insured signed the application which stated the
premium (see page 6 of the attachment)

 

Please advise if you have any questions.

 

 

 

4/13/2015 Billing/Collection Issues | Complaint Details Unavailable
4/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a ****** ****** 2014 in September of 2014 from ******** ******. I subsequently bought car insurance from Liberty Mutual within the same timeframe, however, Liberty Mutual did not offer or even mention GAP INSURANCE as part of my policy. Gap Insurance is a detail in the policy which, in the event of a total loss, covers the difference between what an insurance company deems the car worth during appraisal and the remainder of what is owed in the financing if there is a difference between the two. For example, if I owe the financier $18,000 on my car, but the insurance claims person decides to appraise the car at $13,500 upon deeming it a total loss in the accident, the gap insurance is supposed to cover the remainder of the difference between the two. According to Liberty Mutual, ****** Finance Corporation / ******** ****** should have offered this to me upon purchase - However, neither Liberty Mutual nor ****** Finance nor ******** ****** even mentioned Gap Insurance exists upon the purchase of my vehicle. In fact, when I called the representatives from Liberty Mutual in January of 2015 to discuss why this did not happen, I was told that Gap Insurance WAS actually being offered by Liberty Mutual in General - However, I, as a consumer, never said no to Gap Insurance and did not even know anything like it exists until after the accident. On December 4, 2014, the ****** ****** was deemed a total loss, and Liberty Mutual informed me, after about a month, that Liberty Mutual never gave me Gap Insurance even though they were offering it at the time. I, ******** *****, never said no to gap insurance, and did not know such an option exists until the accident happened. It is the responsibility of Liberty Mutual to ensure proper coverage.

Desired Settlement: I would like Liberty Mutual to reimburse me for the $5,000 difference between what is owed to my ****** Financier at ****** Finance Motor Acceptance Corporation in addition to the interest and credit damage that was caused as a result of the nonpayment of this claim.

Business Response: Dear Mr. *****,

This is in response to your March 26, 2015 correspondence to the Better Business Bureau regarding your automobile policy. I appreciate the opportunity to respond to your concerns. Please accept my apology your service experience did not meet your expectations. Your willingness to share your experience is helpful in identifying areas where we are not consistently meeting our service standards or our customers’ expectations. Our objective is to be responsive to our customers’ needs and to provide courteous and knowledgeable service. I regret that we did not follow through.

Feedback has been provided to the appropriate management to review and address in an effort to improve our service in the future.

Our records indicate that gap coverage was added to your 2014 ****** ****** with Vehicle Identification Number (VIN) ***************** effective the October 1, 2014 inception date. This coverage was afforded for your December 4, 2014 claim.

This vehicle is no longer listed on the policy and has been replaced with a 2014 ****** ****** with VIN *****************. This replacement vehicle does not carry gap coverage. However , our records reflect you instead elected to carry Better Car Replacement coverage for your new vehicle. I mailed a copy of your Coverage Selections page to you under separate cover. Please review it and ensure your coverage meets your needs. If you require any amendments to your policy, please notify me and I will be happy to assist you with any changes.

Mr. *****, you are a valued customer and we thank you for allowing us to provide for your insurance needs. If you have further questions or concerns, please also feel free to contact me.




4/13/2015 Billing/Collection Issues | Complaint Details Unavailable
4/13/2015 Advertising/Sales Issues | Complaint Details Unavailable
4/11/2015 Problems with Product/Service | Complaint Details Unavailable
4/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I canceled my policy on 2/17/15. I waited a month, had followed up with the company on numerous occasions and was offered little to no explanation nor resolution for returning my refund to me. After over a month of waiting, I requested a stop payment and for the company to resubmit the check for My refund to me. I was told about a week. It was a week today. I called and spoke with the resolution department and requested my refund be sent to my account. I provided my account information and felt better having that resolution. However, I get home and find a message on my home phone indicating whatever account they had on record FROM 5 YEARS AGO when I became a customer doesn't match my current one and I'd have to wait for the company to figure out how to actually mail the check to me again. I asked why I would have to keep an old bank account open just because I started with that one with the company? No response. The suggestion was made to just send it to the old account and the bank should just know to forward it on to me. I just want me refund sent to me via a traceable method or sent directly to my account.

Desired Settlement: I just want me refund sent to me via a traceable method or sent directly to my account.

Business Response:
This is in response to your March 24, 2015 correspondence to the Better Business Bureau. I appreciate you taking the time to speak with me on March 25, 2015 regarding your previous homeowner policy. Please accept my apology for the delay in your refund. I regret the inconvenience this matter has caused.

This policy renewed effective May 27, 2014 and cancelled at your request effective February 20, 2015. A $358 refund check issued to your residential address on February 17, 2015 reflecting the credit balance after the cancellation.

On March 14, 2015 you contacted our customer service department to inquire about the status of the refund check as you had not yet received the check. A stop payment was placed on the February 17, 2015 refund check and the check was re-issued to the same address on March 17, 2015.

After speaking with you on March 25, 2015, I placed a stop payment on the March 17, 2015 refund check as you advised you still had not received the check. At your request, a $358 Automated Clearing House (ACH) refund was issued to your bank account on March 30, 2015. Please allow 3-5 business for receipt.

Ms. ********, we are sorry to have lost you as a customer. Please feel free to contact me with any additional questions or concerns. I will be happy to assist you.





4/10/2015 Problems with Product/Service | Complaint Details Unavailable
4/10/2015 Problems with Product/Service | Complaint Details Unavailable
4/10/2015 Problems with Product/Service
4/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Waiting for a quote for adding a new driver to my auto policy, the amount of $443.74 was billed without my approval to change from $262.58. Consequently I cancelled the auto policy on 2/11/2015 to take effect on 2/21/15. Product_Or_Service: Auto Inasurance Account_Number: ********

Desired Settlement: DesiredSettlementID: Other (requires explanation) Since the auto policy was still in force for only 2 more weeks from 2/6/15 to 2/21/15 the amount due was $131.29 mailed 2 weeks ago, based on the monthly payment of $262.58, and not $443.74 the new quote.The settlement would be to have Safeco Insurance contact their collection agency to stop its action immediately.

Business Response: Please see attached

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

4/9/2015 Delivery Issues
4/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Let me start off by saying I have been more than patient in regards to my situation. I was in an accident back on August 11, 2014. Immediately after the accident, I took pictures of the scene, with a panoramic view and the damage done to my car. The police showed up and both myself and the other driver explained our situation. I called Liberty Mutual Immediately to submit my claim. All I received was an email that same day stating who would be helping me. It was suppose to be a customer claims representative by the name of ***** ****** with a contact phone number and extension, and the claim number I was given was *********. It was very hard to reach her because I believe there are so many associates working for this company. A few days passed, and I was questioning why nobody was following up with me. The other insurance company even called me and explained I had to make a statement over the phone. I had to call Liberty Mutual because of the lack of followup after the accident. After I called Liberty Mutual, they asked me to make a phone statement, so I did and told them exactly what happened, and the representative even agreed I was not at fault after looking at the pictures so he did not charge me the $500 deductable. I was given no information whatsoever after that in regards to what I had to do, and at that point I believed everything was in the clear and Liberty Mutual would handle it from there. I figured they would let me know what to do to make sure I was not found at fault. WRONG. I had never been in an accident where fault was in question, so I had no idea what I was in for, and the fact that the process was not explained to me was disheartening. A couple months went by, and again, I was unclear as to why I did not hear from Liberty Mutual, so AGAIN I call them to see what was going on. When I spoke with another representative over the phone, they told me that I was found at fault! This could not have been right, since when I called/emailed them several times within 14 days after the accident all I did was explain what happened at the accident and asked what I was to do next. I called/emailed ***** and did not receive any response, which was a common theme with all representatives I spoke with to this day. I also tried sending her and the representative for the other driver an email August 14th. The other representative responded, Liberty Mutual did not. When I found out I was at fault I immediately emailed the Allstate representative, and he only responded to me saying the case was closed. The case was closed?! I wasn't even aware a decision had been made. It all happened without me knowing! I was livid, knowing that I was willing to do anything to help my cause after the accident, especially since I had pictures to prove I was not at fault. It cost me almost $600 out of pocket to pay for my rental car, because I did not have a rental car as part of my insurance. I then called and spoke with ****** *******. He was helpful at first, and told me how to file for an appeal. Liberty Mutual then sent me an email to ask how my customer experience was. I filled it out and explained how nobody helped me and I felt alone in the whole process. I then received a call from ***** ****, and I nearly cried after trying to explain to her everything that happened and that it was like nobody cared. She understood and made me feel a lot better about the situation. She said to go through with the appeal, and if I was found to not be at fault, to let her know and they would reach out to the other insurance company to try and get me my money back for my car rental (which totaled to almost $600). Well that appeal finally happened on January 9th 2015, 5 months after the accident. I received the decision a week or so later, and the board of appeal found me to be not more than 50% at fault, which was great! So at that point I realized my insurance would not go up. Now I figured I would call Liberty Mutual and finally get my $500+ back. I called ***** ****, and she was not in the office, so I left a message. I then called ****** *******. I explained to him the situation, and the response I got was that nothing could be done about my car rental cost. I was furious, and I did not understand. He explained that even though the DIVISION OF INSURANCE BOARD OF APPEALS found I was not at fault, Liberty Mutual did not have to abide by that ruling, saying all they went by was the report submitted by the police department. WHY WAS I JUST HEARING ABOUT THIS NOW. I had no idea I had to fill out a form or report saying what happened. Why was this not explained to me back in August right after the accident? I mean I reached out to Liberty Mutual enough. And after I called the police department, they said their report was based solely on the report submitted by the other driver!! I was sent the email of the picture of the diagram and it was completely wrong from my pictures AND what I said happened. ****** told me there was nothing I could do, so I asked to speak to his manager. He basically refused and said there was nothing that could be done. When I got off the phone with him I was fuming. I called customer service and after being on the phone for 20 min I finally got a hold of the right department. They gave me the information of the manager of ******. Her name was ***** *******, so I called and left her a message. I called and left ***** another message. I received a call the following Monday from ******** ******, who works with ***** ****, and I guess ***** asked ******** to call me. ******** then calmly explained to me that the manager at Liberty Mutual could re-open the case (this is after ****** said it was not possible) and ******** re-enforced what ***** said, that Liberty Mutual would contact the other insurance company to try and retrieve my rental car money. I got off the phone feeling good about the situation again. Then right after, ***** and I were finally able to connect. I began to explain my situation, and she came back with exactly what ****** said to me. Then she started arguing with me about how my pictures did not show that the accident was my fault. IF ANYONE LOOKED AT THESE PICTURES THEY CAN CLEARLY SEE WHERE THE ACCIDENT HAPPENED AND HOW IT HAPPENED. She spent a good 30 min with me on the phone combatting me and finding any way possible to justify me being at fault. When I made a good point, she reverted to the fact that "the police report said you were at fault, so you are at fault" and then continued to try and defend the Liberty Mutual ruling. I asked then to be transferred to ***** ****. She said sure thing....but she never transferred me. I purposely stayed on the phone to see if she actually transferred me. I have the call log on my phone for 45 MINUTES with no voicemail or answering machine coming up on the line. It just kept playing music. This is not how you treat a customer. I've been in customer service my whole life and I would never imagine the way she treated me over the phone. I can't believe she is a manager. At this point I was beyond confused/annoyed/upset with this rollercoaster of emotions I've been through... I'm hearing 2 different stories. I called and left both ******** and ***** voicemails with no luck in getting a return phone call to date. Its been 7 months since my accident and I am still taking time from work to resolve this situation with no resolution in sight. This is the first time I have ever complained to this extent. I would not have taken the time to write this novel if I was not extremely upset and knowing I was not at fault. This is all over not even $600 for my rental car. To a company like Liberty Mutual, $600 is nothing, but to me it's a lot. The only resolution I'm looking for is the reimbursement of my rental car and proper follow up...that is it!!!! I'm not asking for thousands of dollars. By reimbursing me for my car rental and treating me with respect in regards to calling me back and being available to help me, this all goes away. I can't believe it got to this point. I haven't written something this long since college. Please help. I'm begging at this point.

Desired Settlement: I would like a check for $553.32 for my car rental for an accident that was not my fault. I would also like proper follow up from people I leave messages for.

Business Response: Liberty Mutual

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. To whom it may concern,The reason for rejecting the response is simple. I received a check from Liberty Mutual 2 days ago for about $603 (receipt attached). I spoke with **** from Liberty Mutual on the phone, and she said that information was missed/mis-handled and that I should not have been found at fault. She was extremely sincere and apologetic, and I could tell in her voice. Your response through the BBB actually offends me, because you clearly did not take the time to investigate my case. All you did was address my concerns with a blanket response that was not helpful in any way. If you really cared, you would have taken the time to look at my case and determine what had happened. **** actually took the time to look at my case and find where Liberty Mutual messed up. Although Liberty Mutual did resolve my issue, it was not through this avenue. I have written responses on the BBB at my old job and my responses were sincere. I reached out to the people who were having issues and spoke with them on the phone, along with typing up the resolution. This is no resolution because you just stated your facts without questioning what else happened during the 8 month process. You have failed, and me receiving a check for the rental expense AND hearing fee proves this ( I didn't even ask for the hearing fee). Thank god there are people like ****. As a company, Liberty Mutual needs to connect with there customers and actually help them, not just cover their asses by typing up these bogus "solutions." I hope the BBB understands this and does not agree with your solution. Regards, ******** ********    

Business Response: Liberty Mutual

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

4/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My auto insurance claim was assigned to ***** *****. Myself and my attorney's office on my behalf, have tried several times to get in contact with Ms. ***** to fully resolve my auto insurance claim. She has been unresponsive the majority of the time, not answering calls, and not returning calls. I was involved in a rear-end collision with one of their customers (commercial), in which Liberty Mutual accepted liability for repairs to my vehicle. I've had my vehicle fixed according to an initial estimate that was done by ******* ****, but have since witnessed additional damages to my vehicle. I had damages to my exhaust system that were not seen initially on the estimate. In contrast to this, my truck was not completely finished upon me going to the auto body shop to pick up my vehicle, and I have been charged for a rental car. There was also a substantial amount of inclement weather here in the *** area of Texas, which also hindered me from picking up my vehicle and dropping off the rental car at Enterprise (which was also closed in lieu of the weather). I have since picked up my truck from the auto body shop, but on my way home, my vehicle broke down in the middle of an intersection, and I had to have my vehicle towed the rest of the way home. Myself, and the auto body shop believe that there was additional damages done to my vehicle's transmission in lieu of the accident. I am the one suffering the inconvenience of not having my vehicle, yet I'm having to pay for a rental car because of their customer's negligence. I am having to tow my vehicle to a transmission shop near my home to assess the damage, in which I am also having to pay for towing fees incurred.

Desired Settlement: I would like to be reimbursed for the total amount of $695.36 in rental car fees and any additional fees incurred for rental car. In addition, if the mechanic at the transmission shop finds that the transmission was damaged due to the auto accident, then I would like Liberty Mutual to cover cost of necessary repairs to the transmission in my vehicle, and I would like to be reimbursed for the towing fee that I was charged.

Business Response:

RE:                   Policy Number:                         *******

                        Our Claim Number:                  *********

                        Date of Loss:                            11/04/2014

                        Underwriting Company:             ******* ***** ****** ********* *******

                        NAIC Number:                         **********

 
 Iam in receipt of complaint number ******** dated March 17, 2015. Thecomplaint arises as a result of Mr. ****** dissatisfaction on the level ofrepairs performed on his vehicle and position we have taken on his rentalexpenses. Asreported by Mr. ******, the accident occurred on November 4, 2014. It wasdetermined that a vehicle owned by ********SIGNS LP LLP,Inc struck his vehicle, causing property damage. Afterinitial reports that Mr. ****** was pursuing a collision claim under hispolicy, it was identified that he in fact wished for Liberty Mutual to resolvehis claim. For this reason, we scheduled an inspection of his 2008 ***** *** ata ******* **** *acility. The ******* **** *acility Mr. ****** presented too wasnot in our network, so we reviewed their written estimate of $2,876.76 anddetermined that $2,731.70 was the actual reasonable cost of repair, and that itwould take 4 business days to complete.  Atthe request of Mr. ******, via his attorney, we were informed that Mr. ******’vehicle would be repaired by ****** **** ****, a shop chosen by Mr. ******. Acheck for $2,731.70 was mailed to ****** **** **** at the request of Mr.******. OnFebruary 11, Mr. ****** obtained a rental vehicle. On February 18, 2014, ****** **** **** * indicated to us that the vehicle would be completed on Friday,February 20, 2014. They also indicated they had found additional damage to thevehicle, and this was the reason they took 4 additional days to the original 4day repair. Based on this verbal notification, we continued to provide Mr.****** a rental, setting a last day for rental at February 20, 2014. Despite******** verbal notice to us that they found additional damage (the reason ittook longer to repair the vehicle)  wenever received documentation to validate this. Furthermore ****** has neverpursued Liberty Mutual for additional compensation on any additional workcompleted outside of the original estimate. For this reason, we continue to believethat the rental provided to Mr. ******, February 11 through February 20, isreasonable for his vehicle repairs. Withrespect to his most recent complaint about transmission damage to his vehiclefollowing the accident, it appears Mr. ****** picked up his vehicle from hisshop of choice, after repairs were completed, only for transmission damage to beidentified. I defer to the fact that his body shop of choice never informed usduring the repairs that they identified transmission damage, nor did theyadvise us that they would complete repairs on the transmission. For thisreason, we continue to investigate Mr. ******’ claim that his transmission wasdamaged from the loss, especially considering neither the original shop;******* ****, our appraisal firm, or his own shop of choice, identified thisdamage, before, or during the repairs to his vehicle. Notwithstanding the above, we have scheduled a visual inspection of Mr. ******’vehicle to investigate his most recent claim. Should it be determined that thetransmission was damaged from the accident, and seemingly overlooked by hisbody shop of choice during repairs, then we would pay for reasonable repair ofthe transmission, and reasonable rental for the time period he was without thevehicle for the transmission repair to be completed. If you have any further questions concerning this accident, please donot hesitate to contact me. My work hours are between 8:30 AM and 4:30 PM,Monday through Friday.
 
Respectfully,


         ******* ****** 

Claims
Team Manager

Commercial
Auto Centralized Services

Liberty
Mutual Insurance

Direct
Dial: ###-###-####

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 main issue I have with Liberty Mutual is the fact that both my attorney and I, have had issues that could've been resolved a lot quicker if ***** ***** would've been available to answer her phone or at least returned our calls in a timely manner. Why am I being punished because there was additional damage done to my vehicle by paying for the remaining time I've had the rental car during the repairs? I've contacted the body shop about sending a supplemental report for the remainder of the damages, and they are reluctant to do so because they believe they will not be paid for repairing of the supplemental damages, because both my attorney and I were unable to get in contact with ***** ***** to get approval for the repairs. Then after the repairs were done, I still was unable to return the rental vehicle due to inclement weather (even if I wanted to return the vehicle during that time, Enterprise was closed as well), why should I then be punished by paying for the additional time I had the rental for something I cannot control like mother nature?

Everyday that we are unable to get in contact with the adjuster is an additional day I have to pay for (because of bad business between a consumer and Liberty Mutual's ability to process claims), when I have no idea of what the status is of the claim is because we are unable to get in contact with the adjuster.

As of 03/25/2015, I was told that the burden of proof lied in my hands, that I needed to prove that my transmission was damaged as a result of the accident.

Then on 03/26/2015, I received a call saying that Liberty Mutual will be sending an appraiser out to look at the damages done to my transmission.

So as of today, 03/27/15, I've paid for an additional rental car day, and now it's going into the weekend, and now I have to pay for those days as well. I'm having to pay for each and everyday that Liberty Mutual drags their feet to make a decision.

Why can't we just get answers in a timely manner, instead of making a consumer pay for rental car fees, for each day they are reluctant to make contact with those involved in a claim? A reasonable amount of time, I would say would be 24-48 hours, not weeks. We've gone above and beyond to receive answers by calling and demanding to speak to supervisors and leaving messages. I've also talked to another adjuster in the office, who literally said, "***** ***** sucks at doing her job.", he then said he would've been handling the claim a whole lot differently.

I do not agree with having to pay for the rental car, during the time that Liberty Mutual is dragging their feet to make contact with me/my attorney to let us know what their decision is. Something must be done about Liberty Mutual's policy and making contact in a timely manner with consumers involved in their claims.]

Regards,

**** ******    

4/4/2015 Problems with Product/Service | Complaint Details Unavailable
4/4/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
4/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was in a car accident caused by a negligent driver who hit me twice in a delivery van. Liberty Mutual accepted responsibility for the accident but has refused to return my phone calls or emails to settle the claim. I have over $13,000 in medical bills and excruciating headaches I am dealing with still. I have even tried to contact a supervisor and have not had my calls returned. I mailed over 140 pages of documentation and doctor's notes and have yet to even have a discussion about a settlement. I am so frustrated that I cannot get any communication from this insurance company when their client is at fault.

Desired Settlement: DesiredSettlementID: No settlement requested - for I am entitled to compensation for my medical bills, lost wages and pain and suffering. I now have to hire a lawyer because there is no communication from Liberty Mutual and I have to pay my health insurance almost $2,000 in subrogation plus all of the expenses they owe me. I will determine the final amount with my attorney since no discussion was started with Liberty Mutual.

Business Response:  

Please
allow this correspondence to serve as our response to complaint #********.

 

The
complainant has advised that she cannot get a response from us and she is entitled
to compensation for her injuries sustained in this loss. 

 

We
have been in contact with the complainant and liability has been accepted.  We are currently in the process of obtaining all
of her medical documentation related to the loss, which,   unfortunately, has taken some time to obtain from
the providers.  Upon receipt of all the
medical documentation, we will evaluate the complainants claim and proceed with
negotiations in an attempt to amicably resolve this loss. 

 

If
you have any questions or require additional information, please do not
hesitate to contact me. 

 

 



4/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My landlord leaves the vacant unit back door open and the theft went in and dig the hole through the wall and came to my business . The police came make two report one for landlord and one for my business . My business insurance not cover for personal items. I contact the landlord and he gave me the claim number from the Liberty Insurance Company. I contact Liberty Insurance and the adjuster sent the investigated to review the case . After 90 days and I received an email from Liberty Insurance with different adjuster denial my claim . I called the adjuster and he said the back door of vacant unit was lock . I haven't no communication with this new adjuster and asked him to give me time to explains or he can review the case and two police report , all pictures and receipts that I sent to other adjuster. I also tell him that the landlord gave me the claim and other adjuster to discuss my claim against ******** ******. The adjuster said that he don't have time for it and hung up . He is so rude and don't even give me chance to said anything .

Desired Settlement: DesiredSettlementID: Refund I want Liberty Mutual Insurance Manager to contact me to settlement of this claim . I don't want to be attacked by another Liberty Mutual Insurance adjuster.

Business Response: The claimant in this case, ******* **** d** * **** *** ***, submitted a claim to our insured *******s ****** and Company.  The claimant rents a space from our insured to operate a nail salon.  On the date of loss, the claimant alleges that someone from our insured left a door unlocked at the adjacent space.  This allowed an unknown perpetrator to enter his space illegally.  The claimant has made different statements regarding whether he was leaving for a trip or just returning from a trip.  In both cases, he contends that he had two suitcases that were stolen.  In the suitcases, Mr. **** alleges there was about $60,000 in clothing per the attachment.  Ironically, when the police department arrived to complete a report for the incident, Mr. **** did not mention the suitcases or the clothing.  It was not until days after the incident that he called the local police department and asked for an addendum to add the additional items.  There have been several inconsistencies in Mr. ****'s story to include reasons that he did not advise the local authorities right away.  Most important in this case is that Mr. **** appears to have only had a minimum limits personal insurance policy for his belongings - in the amount of $20,000.  This, of course, caused him to seek to have the personal items covered under alternate coverage.  However, as part of the lease agreement signed by Mr. **** with our insured, he is required to carry appropriate coverage for his equipment and personal belongings as outlined in Section 18. Tenant's Insurance: At all times during the Term, Tenant shall keep in force at its own expense, with insurance carrier(s) having an A.M. Best rating or its equivalent of A-VIII or better, the following: 
- Special Form Cause of Loss Policy insuring an amount equal to at least the 100% full replacement cost of Tenant's betterments, improvements, fixtures, furniture, equipment, (including HVAC systems servicing the demised premises) and all other items of personal property of tenant whether or not located on or within demised premises.  The deductible shall not exceed, $1,000.
The lease agreement also reads as follows in Section 19 - Indemnification:
-  Tenant covenants and agrees that it will protect and save and keep Landlord forever harmless and indemnified against and from (i) any penalty or damage or charges imposed for any violation of any law or ordinance, whether occasioned by Tenant  or those holding under Tenant; (ii) against and from all claims, loss, cost, damage or expense arising out of or from any act, omission or negligence of Tenant, or Tenant's contractors, licensees, agents, servants, invitees, concessionaries or employees, or arising from any accident or other occurrence on or about the demised premises...

In this case, due to the discrepancies in the claimant's account of what happened, his delay in reporting the stolen personal items to the local police department and the clear language in the lease the claim was denied.  The claimant has spoken with numerous adjusters and managers at Liberty Mutual appealing the decision that was made and mentioned that he would continue until he received a different response.  There are numerous notes in his claim file that confirm countless lengthy conversations with Mr. ****.  At no time during the investigation was an adjuster or manager rude to Mr. **** or delay giving him a response regarding the current status of his case.  Mr. **** expressed that he did not agree with our decision and this seems to have prompted his desire to pursue this further.  As an insurance company, we have an obligation to each claimant who pursues a claim to fully investigate and make the right decision based on the case facts.  In this case, there was not an obvious obligation on the part of our insured to resolve this claim based on the aforementioned.

Attached are copies of the police reports, the list of stolen property and the lease agreement.

Please feel free to contact me directly should you have any further questions.
******* ** ******
Claims Manager
###-###-####



 

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. 

[If you are rejecting the business's response please enter your rejection comments here.]

Regards,

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

 

Business Response: We have completed our investigation and understand that the consumer in this case is not satisfied.  However, the incident involves a written agreement signed by the consumer and our response for this matter has not changed and is final.

Consumer Response:

  My landlord gave me the claim number and want me to file the claims against their insurance company which is Liberty Mutual Insurance. I did not sign any agreement with Liberty Mutual Insurance adjuster regarding to my loss . I turn in my loss items list on October 11, 2014 and it on Saturday morning . The police department day is the 14 maybe because the weekend . 

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. 

[If you are rejecting the business's response please enter your rejection comments here.]

Regards,

******* *** ****  

4/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Payments to Liberty Mutual insurance ****** ***** *** Liberty life Assurance Co. of Boston**** *********** ** *** ******* *** *****, NH *****Mobile Al, *****March 2, 201502/04/2015LL TRADITIONAL ONLINE PMT CO REF- $-50.0001/09/2015LL TRADITIONAL ONLINE PMT CO REF- $-50.0012/04/2014LL TRADITIONAL ONLINE PMT CO REF- $-50.0011/07/2014LL TRADITIONAL ONLINE PMT CO REF- $-50.0010/10/2014LL TRADITIONAL ONLINE PMT CO REF- $-50.0010/09/2014LIBERTY MUTUAL INS. PREM. CO REF- $-47.3709/05/2014LL TRADITIONAL ONLINE PMT CO REF- $-50.0008/07/2014LL TRADITIONAL ONLINE PMT CO REF- $-40.0008/05/2014LL TRADITIONAL ONLINE PMT CO REF- $-50.0007/11/2014LL TRADITIONAL ONLINE PMT CO REF- $-10.0007/09/2014LIBERTY MUTUAL INS. PREM. CO REF-$-47.3706/11/2014LIBERTY MUTUAL INS. PREM. CO REF- $-47.371.The online payment used this reference number to show the loan payments made to liberty Mutual each month a.) LL TRADITIONAL ONLINE b.)$400 in payments are un-accounted for on this loan2.The life insurance payments are represented in this manor each month to Liberty Life insurance Co. of Boston. a.) LIBERTY MUTUAL INS. PREM. CO REF- $400.00 in Loan payments un-counted for in last six months; I like To know what Liberty Mutual has done with my money. 12 Payments totaling $542.11 are un-accounted for by this insurance Company. After making these payments the loan balance is higher than the day the loan what open, which was on June 14, 20014. There is no Mathematical equation for accrued interest that is willcause a loan balance to go up after making payments every month. Liberty Mutual had to be charging a 1000 per cent interest on this loan or someone is Product_Or_Service: LOAN Order_Number: N/A Account_Number: ***********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I like to know where the payments made sent to Liberty Mutual life Assurance June 2014 and a refund on Accrued interest from this date

Business Response:


I am writing in response to a complaint filed by ****** ***** with the Better Business Bureau
on March 2, 2015 regarding the life insurance policy listed above.  In his letter, he expresses his concerns that
his policy loan has not been properly accounted and that he has not received a satisfactory answer from our service center. 
 
The policy at issue is a joint extra value whole life insurance policy owned by ****** *****
and insuring both he and his spouse, ****** *****.  The initial death benefit was $30,000 and the
policy premium is paid by monthly electronic funds transfer in the amount of$47.37.  The policy was issued effective
April 24, 2002.  The policy is currently active.    

Our records reflect that Mr. ***** took a loan against the policy value on June 10, 2014 in the amount of $3,105.76. 
There were no outstanding loans prior to his taking this most recent loan.  One of our service center managers
has attempted to explain the loan balance to Mr. ***** by phone and email.  

Shortly after Mr. ***** took the loan from the policy, he instructed his bank to wire $50.00 to Liberty Life each month as loan repayment,
which began in August 2014.  Wires received at Liberty Life are automatically applied to the life insurance policy first as
the premium payment due and any remaining is applied as loan repayment, if a loan is outstanding.  In Mr. *****’s case,
his policy was also setup for automatic electronic funds transfer (EFT) to pay his planned monthly premium payments ($47.37). 
Because his policy was paid ahead by one month and these $50.00 wire payments were received just prior to the planned EFT,
our system did not draft the planned premium payment from his bank account; instead it pushed the EFT date another month ahead. 
Apparently, this is where the confusion lies.  Mr. ***** believes that he has wired the $50.00 each month in addition to the EFT
of $47.37.  Our service center manager has asked him to review his bank records and to contact us if his records differ from ours.  

As a concession to Mr. *****, Liberty Life changed the last two wires to reflect $50.00 loan repayments instead of $47.37 premium payments
and $2.63 loan repayments.  In addition, we waived the loan interest due ($135.65) since the date of the loan and credited that to
his loan balance.  The current loan interest rate is 4.76%.

It is Liberty Life’s position that the loan was given in accordance with Section 27-15-8 of the ******* Insurance Code and that his payments were
properly accounted.  For your reference, I have enclosed a loan history as well as a payment history beginning with the date of the loan. 

If you have any questions or concerns, please contact me at the address listed below.



 

           

Consumer Response:

I have unfairly charged interest on this account, which had been paying on time each month. It would be greatly appreciated if this company put all payment on the loan and take off the interest charged sent June 2014. ###-###-#### 

Regards,

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

 

 

Business Response: March 20, 2015

BBB o

Dear Sir or Madam:

I am writing in response to the March 10, 2015 follow-up to the complaint filed by ****** ***** with the Better Business Bureau (“BBB”) on March 2, 2015 regarding the life insurance policy listed above.  In his follow-up complaint to the BBB, he asked Liberty Life Assurance Company of Boston (“Liberty Life”) to apply all payments to the outstanding loan and waive the loan interest.   

Our service center management has been in contact with Mr. ***** several times since this follow-up complaint was received.  They provided him with further explanation of the payments that were received and Mr. ***** verbally conveyed to Liberty Life the debits from his bank account.  In comparing Liberty Life’s records with Mr. *****’s records, both loan payments and premium payments were not made during all of the months in question. 

Management has informed Mr. ***** that we cannot apply all of the payments we received directly to the loan because that would cause his policy to lapse for non-payment of the premiums due.  Mr. ***** has agreed to pay the premium amount that is needed so that Liberty Life is able to apply all of his previous payments as loan repayments.  Upon receipt of that premium payment, Liberty Life will promptly make those adjustments.  In addition, as a courtesy to Mr. *****, Liberty Life has agreed to waive a total of $271.30 in loan interest.

If you have any questions or concerns, please contact me at the address listed below. 



4/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In November 2010 I purchased homeowners insurance with Safeco via *** ******** via phone and internet. I cancelled the insurance November 2013 with Mr. ******** because I felt the rate was too high. I started a policy with Travelers insurance where they required I close an entry to my back porch for safety. After completion the insurance with Travelers started. I was sent a letter from GREEN Tree Services stating I had two insurance policies since 2013. I canceled the policy with Mr. ******** personally in November 2013 .When I found out from Green TREE in January 2015, I called *** and asked why did he not cancelled the insurance that I did not renew with him he stated "You don't have to renew because you started this policy in 2010" I told him I cancelled with him personally after he gave me the new quote. He denied it and told me he was not giving any money back. A Rep from Travelers talked with him and he sent me 1049.00 where had been paid for 2015 but told me he was not going to give me the money from November 2014 totaling 1049.00. I did not file a claim during that period and did not know he did not cancel. I asked to send the forms where I signed a renewal. He said I did not have to renew. The SAFECO POLICY ********* .Would you please assist me in getting my money back from Mr. ********. He is not being honest. I do not know any one with two homeowners insurances and would never agree to it. I for some reason trusted *** and I have learned that some people will do anything for money. I stand in truth today and am telling you the whole truth. *** does not know but I was so hurt by this because I truly believed he had my best interest at heart. I actually broke down in tears while talking to the my insurance rep. I realize it was just business and I will forever not trust seemingly nice, trusting, kind people who want only money. I do know that GOD is still in charge. Thank you for all you do,--- ****** ** ***** Product_Or_Service: Homeowners insurance Order_Number: ******** Account_Number: *********

Desired Settlement: DesiredSettlementID: Refund I am requesting my $1049.00 be returned to me. I live on a fixed income and would never agree to having two homeowners insurances.

Business Response: Safeco Insurance Company of *******-**** **********I am responding to your March 19, 2015 inquiry. We reviewed our records associated with the customer’s complaint.  Although we have no record of the customer’srequest to cancel the policy, we were able to confirm that the customer had alternative coverage effective November 5, 2013.  Asa result, we are currently processing a refund of the premium paid by the customer’s mortgage company for coverage from November 5, 2013 to December 1, 2014.Thank you for the opportunity to address the customer’s complaint.  Sincerely,******** ***Lead 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.  Regards, ****** ******* *****

3/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my auto insurance policy prior to the next months billing date. after several attempts and three days of misinformation from customer service representatives my policy was cancelled. I received a 51 dollar bill with no explanation on the bill why I was charged this fee. My insurance was paid to date and my policy was cancelled prior to the next cycle billing. After several calls I was informed I was pre-rated on my policy but I never received any documents nor bills stating this nor when I requested su