Alarm Financing Services, Inc.

Initial Business Response /* (1000, 5, 2015/10/16) */
*** *** Incassigned Mr***'s account to Alarm Financing Services (AFS)AFS compared Mr***'s signature on his *** *** contract along with his signature on his consumer complaint form and while they do appear to
be similar the signatures are not exactly the sameWe are willing to forgive Mr***'s balance, due to the fact he does not believe he signed the *** *** contract
Mr*** no longer has a balance and he has been removed from collections

I am rejecting this response because:
For two reasons:1. Victor V*** who I had multiple emails regarding this issue told me that everything had been finalized and nothing else was needed. I thought this was a done deal and then started getting more and more bills for a service I have not used in 1/years. 2. I had multiple people in the house during the time that the name was changed on the system and the person from Security Center told me that since I was paying up front for one year he was giving me a discount and that I needed to retain the service for that full year due to the discount. In other words there was a verbal agreement heard by multiple people (mover and friends) that I had a single year agreement.3. As for the hanging up, the call was made when I was in a public place and I was not given any alternative but to talk at that time. The person was argumentative as could be heard by passers-by.According to the contract I do not have any agreement with Alarm Financing Services, Inc

Initial Business Response /* (1000, 5, 2016/02/11) */
Informed customer he currently has a zero balance and confirmed that his account was canceled January
Initial Consumer Rebuttal /* (2000, 7, 2016/02/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I
still believe that the company owes me a refund but am willing to accept their response to resolve this matterI have received a statement reflecting a closed account and a zero balanceI also verified that no collections actions or derogatory remarks were submitted to any of the credit bureausI will check again in days

Initial Business Response /* (1000, 8, 2016/05/10) */
Spoke to the customer regarding her cancellationThe customer received a @increase in her monthly service in OctShe said she wrote a letter in Oct stating this is why she wanted to cancelShe said she did not receive a phone call after
leaving a voice mail & the person who called her back left the wrong return phone numberBased on her contract there is a clause in section #where the customer can notify us within days that they want to opt outSince we didn't act quickly enough the customer had another system installed in DecThe customer was told that her balance would be removed- $The remaining balance has been removed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I maintain that first I was never notified of a renewalI did not receive the letter the company says that they sent and they never notified me and other way and the company itself says they only send one letterHow can someone be sure they receive a letter when only one is sent and I already stated I never got itThe claim was filed at the direction of the company itselfThey are the ones that told me to file a claim because we had a hail storm in MarchIf Arrowhead wants to maintain that it is appropriate practice to only send one letter and not call email or follow up with a customer I personally find this troublingA trampoline being on my property has nothing to do with the initial cancellation of my policyI could easily send them pictures of it removed and of taken care of thisThis is simply them distracting from their terrible practices as a company to cancel customers insuranceI don't know any comps y that does not notify a customer in more than one wayThe company claims they send a letter and that s itI loose my insuranceI was originally told I had up to years to file a claim for damageWhy would I report minimal damage to my roof that isn't causing leaks in the middle of hail season
Regards,
*** ***

August 22, 2017 *** ***Revdex.com of San Diego Viewridge Ave, Suite San Diego, CA 92123 RE: Case #: *** Underwriting Company: Integon Preferred Insurance Company-*** ***
Dear Ms***: Thank you for your inquiry of August 4, 2017, received by the company on August 22, 2017. The company appreciates the opportunity to respond to the complainant’s concerns regarding our handling of his claim for a loss occurring on or about May 7, The complainant, our insured, reported the loss on May 8, 2017, and advised that he was splitting lanes while riding his motorcycle on the freeway when he was stuck by another vehicle as they changed lanes. The company determined the third party who struck our insured was at-fault for this loss. Please be advised the complainant purchased liability coverage only with our company; therefore, there is no first party coverage for damage to his motorcycle resulting from this loss. The company understands that the adverse third party carrier does not agree with our liability decision as it is their position that our insured, the complainant, was at-fault for their insured’s loss. Our records indicate we assisted the complainant in contacting the adverse party’s carrier to discuss liability on multiple occasions, and the complainant advised he was upset with the adverse carrier’s position. We respectfully disagree with the complainant’s allegation to the Bureau that we have not assisted, or have been absent throughout the process While we understand this is not the outcome the complainant hoped for, we maintain our position that first party physical damage coverage was not purchased by the complainant, and assistance with the adverse carrier was provided to him on multiple occasions as stated Thank you again for allowing the company to respondSincerely,** ***Executive Customer RelationsNational General Insurance

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[My complaint of Integon Preferred Insurance/Arrowhead General Insurance has nothing to do with my current policy payment or if I was reported responsible for the accident that occurred Moreover, I feel it is irrelevant and condescending that AGIA is even mentioning the fact of the decrease in my annual premiumI have not received any correspondence from Integon Preferred Insurance and still have the liability claim pending from the incident that took placeI am moving forward along in this process alone while a pay for insurance that does not care to represent meAfter this incident is complete I will be discontinuing my policy with this fraudulent company that does not care for the well-being of its loyal customers
Regards,
*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Based on the response from the insurance company, it seems that the auditor fabricated quite a few statements in the audit. When [redacted] was at our office, she reviewed the payroll. When she asked questions about the employees' job descriptions, we asked her to present the question via email so we can make sure to document that. These questions never came. And looking deeper into the response from the insurance company, it seems that these job descriptions are a copy/paste from years past. They made assumptions from years old info in that the employees are doing the same thing as before. There was a reason this was disputed this year and that is the fact that due to growth/advancement, the jobs are different.
Regards,
[redacted]

I have sent the attachment of how I send my payments to this corporation. Listed, are several names this company apparently uses as reference. I have tried to communicate with them but they seem to pass me on to a different department without any conclusion. Please help. Thank you

Initial Business Response /* (1000, 8, 2016/01/14) */
Spoke to customer briefly. I apologized for the length of time it took to cancel their account as we were under the impression one of our vendors was taking care of this. I let her know they had a zero balance, their account was cancelled and...

they would no longer receive any invoices.
Initial Consumer Rebuttal /* (2000, 10, 2016/01/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)

In reply to your message of November 16, 2017; please consider the following:We are sorry our consumer does not feel he was notified of his pending renewal.Please note our consumer was also sent a courtesy Lapse Notice on October 06, 2017 to notify him that his homeowner’s policy had lapsed on October 01, 2017.The renewal notice was generated and sent to the consumer’s mailing address on August 29, 2017. The renewal notice required a payment by October 01, 2017.As no payment was received by the payment due date the policy lapsed for non-payment of premium effective October 01, 2017.Sincerely,[redacted] R. [redacted] Underwriting Analyst Personal Lines Arrowhead General Insurance Agency 2548 Campbell Pl Carlsbad, CA 92009

I spoke with the customer yesterday on 2/6/17 to explain why he received a final bill from AFS regarding his alarm monitoring. The balance consisted of the remaining months left on the terms of his alarm monitoring contract. I informed the customer I would submit a credit on his...

account therefore it would reflect a zero balance.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Dear Ms. [redacted],
 
Serif","sans-serif";
mso-bidi-font-family:"Courier New"">This letter is in response to your inquire of
January 21, 2016. As Arrowhead® General Insurance Agency, Inc.
(Arrowhead) is the general agent for Everest National Insurance Company we are
responding on their behalf.
 
I have reviewed the request for assistance
and policy; please consider the following:
 
Please note the insured’s automobile
insurance application reads in part:
 
I
further understand that a NSF Fee of $25 will be charged when applicable.
 
The insured’s was sent a Premium Billing
Notice on December 17, 2015. The Notice required a minimum payment of $45.20
due by December 27, 2015.
 
Arrowhead received an online check in the
amount of $45.20 on January 01, 2016.
 
The online payment in the amount of $45.20
was not honored and returned to Arrowhead by the insured’s financial
institution on January 08, 2016.
 
Arrowhead spoke to the insured on January
14, 2016 and advised him we would waive the $25.00 fee.
 
In conclusion, the insured submitted an
online payment that was not honored by his financial institution. The policy
was charged a $25.00 fee. The fee was waived per the insured’s telephone request.
 Sincerely,
 
[redacted]
Underwriting Analyst Personal Lines
Arrowhead General Insurance Agency
[redacted]
[redacted]
[redacted]         [redacted]
[redacted]        [redacted]
[redacted]            [redacted]

Arrowhead General received your electronic application for auto insurance on August 1, 2016 through your agent Insurance Answer center. As part of the normal application process, your agent was supposed to email the application to you and have you electronically sign it and return it to them. When...

we did not receive your signed application, in accordance with Georgia law, we issued a cancellation notice giving you 10 days to get the information to us. When this information was not received, your policy was cancelled. We received a call from you on September 6, 2016 inquiring about reinstatement but by that time a refund check had already been mailed to you and your policy was not eligible for reinstatement. After receiving the complaint, I checked with the agency and spoke with their customer care manager [redacted] and he advised us that they made a mistake and failed to send the application to you. I have left you 2 messages at [redacted] with no call backs to date. You can either contact me at [redacted] or the agency manager, [redacted] at [redacted] to see what can be done at this point.

August 07,...

2017
[redacted]
Revdex.com of San Diego
4747 Viewridge Ave Ste 200
San Diego, CA 92123
RE: ID # [redacted]
Dear Ms. [redacted],
Thank you for the opportunity to review our policyholder’s recent concerns. As
Arrowhead® General Insurance Agency, Inc. (AGIA) is the general agent for Integon
Preferred Insurance Company (Integon/NAIC [redacted]) their input is included in this
response.
This letter will review the underwriting issues of the complaint. There will be a separate
letter from Integon Preferred Insurance Company to review the claims issues.
I have reviewed the request for assistance and policy; please consider the following:
Our investigation shows that this policy was last renewed effective February 07, 2017. The
annual renewal premium was $691.00 (excluding fees).
The policy is not currently being charged for any accidents or moving violations.
The policy is not receiving the Good Driver Discount because of the September 28, 2010
moving violation (please note the policy has not received this discount since its inception
date February 07, 2015).
Please note the policy is set to lapse for non-payment of premium effective August 17,
2017.
In conclusion, our policyholder’s premium has not been increased due to an accident, but
in fact his premium has decreased from $827.76 (2016) to $760.76 (2017) a $67.00
decrease.
As AGIA does not handle the Integon Preferred Insurance Company claims we have
forwarded a copy of these concerns to Integon and asked them to submit a separate
reply.
ArrowheadGrp.com
ArrowheadGrp.com
[redacted] [redacted] **

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I called prior to  the date my policy expired to terminate my insurance.  I was told over the phone that my policy was cancelled.  Upon cancellation per my policy,  i was not obligated  to pay, nor did I authorize a deduction.  They deducted 219.80, and only returned 183.51. They still owe me $36.21, plus I incurred overages in my checking account as a result of the unauthorized deduction that resulted in $70 of charges. Thank you,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Attached please find the letter and policy form for Mr. [redacted].  A refund is being processed. 5/24/2017Mr. [redacted]
[redacted]  [redacted]Re: B&B ID [redacted] Policy [redacted]Dear Mr. [redacted],I apologize for any miscommunication on cancelling your policy.  On...

page 12 and 13 under section “R. CANCELLATION” on the policy form #U-ARW-101-A-CW (06-12), the policy form states that the insured may cancel the policy at any time by either returning it to us or notifying us in writing.  We do not have a required form, we only need your signature and the request to cancel.  However, we will make an exception and use your B&B Complaint as documentation of a cancellation request.   We will process this cancellation  effective 5/17/2017.  Your refund will be mailed to you within 20 business days.  Please feel free to contact me with any questions at 877-233-9722.[redacted]Vice President, Residential Earthquake Arrowhead General Insurance Agency, Inc.701 B Street, Suite 2100San Diego,  CA 92101

Dear Ms. [redacted],Thank you for the opportunity to review the consumer’s recent concerns.I have reviewed the request for assistance and policy; please consider the following:Our investigation shows that the consumer’s electronic application for property insurance was received on September 21, 2015....

The requested effective date is shown as October 01, 2015.Pages 2 and 3 of the application reads in part:APPLICANT QUESTIONNAIREYES NOTrampoline on Premises [ ] [X]A Renewal Offer was generated on August 29, 2017. The Offer reads in part:Your HOMEOWNER Policy is issued to cover the insured and location indicated above. You are shown on our records as the premium payor. If payment is not received by 12:01 a.m. on 10/01/17 you will have no coverage as of this date.The Offer required a minimum payment of $201.40 due by October 01, 2017.The policy lapsed for non-payment of premium effective October 01, 2017.A Lapse Notice was generated on October 06, 2017. The Notice reads in part:THIS IS TO INFORM YOU THAT YOUR HOMEOWNER POLICY HAS LAPSED AS OF 10/01/17. YOU ARE WITHOUT INSURANCE COVERAGE. IF PAYMENT HAS BEEN SENT OR IF YOU HAVE REPLACED COVERAGE ELSEWHERE, NO FURTHER ACTION IS REQUIRED.On October 11, 2017 the consumer reported a Hail loss that occurred on March 26, 2017. Upon reviewing the loss, we noted that a trampoline was located on the property. Because our underwriting guidelines do not allow trampolines, a letter was generated on October 24, 2017. The letter reads in part:A recent review of the policy revealed a trampoline on the premises which is unacceptable. Please provide photos as proof of the trampoline removal and a signed statement confirming it will not be replaced on the premises by 11/22/2017.We had additional concerns because the loss was not reported in a timely manner so that it could be properly adjusted.In conclusion, our policyholder was sent a Renewal Offer on August 29, 2017 and a Lapse Notice on October 06, 2017. As no payment was received by the payment due date, and because of our concern noted above, AGIA declined to reinstate the lapsed policy.We hope this has addressed the concerns presented and are sorry that we are unable to accommodate this consumer’s insurance needs going forward.Sincerely,[redacted] R. [redacted] Underwriting Analyst Personal Lines Arrowhead General Insurance Agency 2548 Campbell Pl Carlsbad, CA 92009Email: a[redacted]@arrowheadgrp.com [redacted]