Geico Corporation

*** ***
9:AM (minutes ago)
tome
Thank you for your responseI did in fact speak with a representative on April 28, The representative was very rude and unprofessionalI did allow my daughter to operate my vehiclePeople teach their children to driver every dayAccidents happenChildren steal their parents vehicles and wreck themCars get stolenThese are all reasons to have car insurance in the case of an accidentWe were in a parking lotShe was one month away from turning In the state of Florida you can obtain a permit at I only intended for her to back up a few inches, instead she pressed all the way down on the pedalI received a citationI truly understand what I allowed was wrong but not renewing my policy is a little extreme in my opinionI have never let anyone drive my vehicleI have been with Geico for years without any accidentsI have never been in an myselfThe pole that was hit was concrete, there was no damage to it caused by my vehicleThe police officer even stated that the damage to the sign was already there and the owner is trying to get me to pay for itPlease consider renewing my policy when it expires.
Thank you,
*** ***

*** ***
Revdex.com of Metro
Washington DC & Eastern Pennsylvania
K StNW, 10th floor
Washington DC 20005-
VIA FACSIMILE: ###-###-####
RE: ***
Insured: *** ***
Policy Number: ***
NAIC: ***-GEICO
Indemnity
Dear Ms***:
Thank you for your recent inquiry dated June 17, I welcome the opportunity to discuss Mrs***’ automobile insurance policy concerns
I apologize for Mrs***’s unsatisfactory customer service experienceAt GEICO, we strive for an excellent customer service experience with every policyholderMrs*** was advised in her conversation with Misti S*** on June 30, that we will provide the appropriate feedback to the agent
In her conversation, Ms*** also indicated that she was not aware that when paying her payment after a cancellation notice has been mailed, if the funds are not collected due to insufficient funds, the cancellation notice is reinstatedThis is what caused her policy to lapseThere were two attempts to process her payment on June 17, and both of them returned for insufficient funds
The complaint listed in your letter from Mrs*** concerning timely response from the auto damage adjuster was addressed with the adjusterThe policy holder stated she didn’t hear from the adjuster for several days after she filed the claimIn addition, she stated the adjuster did not return her voice message until a day laterThe field supervisor Willie H*** apologized to Mrs*** for the response and explained that our goal is to be available at all times during the business day and to answer the phone any time it rings (if safe utilizing hands free)However, there will be times when the adjuster cannot answer the phone and the call will go to voice mailAt GEICO, in auto damage, the goal is to return calls left on voice mail within hoursCalls made near the end of the day may be returned the following dayI assured her we have made some process (voice mail) changes in that territory that will make calls going to voice mail the exception not the rule
In regards to the repair quality concern, Mrs*** used the shop of her choice, *** *** of Union City, Ga to conduct repairsThe complaints from customer were based on door glass scratches and roof scratches noticed at repair deliveryWe have talked with Steve and Phillip at the body shop, and they both assure us that they are taking care of the production induced damages with Mrs*** directlyThis is not claim related and shop is well into handling resolutionPhillip also stated that he has explained to Mr*** that this was not something GEICO was responsible for and to please allow them to handle the issueAs of today, this seems to be resolved
We absolutely strive to make sure our communications process and customer satisfaction our top prioritiesWe have reviewed both concerns, and feel that we have addressed them satisfactorily
If Mrs*** has any unresolved concerns at a later date, we welcome the opportunity to address them expeditiously
I hope this information will assist you in resolving this issueIf additional information is required, please contact Misti S*** at ###-###-####Her office hours are Monday through Friday, 8:a.mto 4:p.mEDT
Sincerely,
John JL***
AVP, Underwriting
Enclosure: CCPYMTDEL

The service I received over the last month has been terrible We had an accident, over a month ago; and to date my car still hasn't been fixed It took them weeks to advise us that they were covering the claim, but since then I've been given the run around No one returns calls The adjuster seems to think it's a joke, and is of no help I've left messages for several supervisors, and no response I am left with a car that needs repairing and no assistance from GEICO what so ever

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
This is 100% not what I agreed toI do not want automatic payments but I still was told my payments would be 205.oo and they also said they record thier callsGo back to that call to hear what I was quotedI am disgusted right now at thier lies.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I was never involved in any kind of accidentIt is disappointing GEICO would make up a blatant falsehood.
I always paid my premiums on time or earlyI never paid my premiums late.
Regards,
*** ***

5">
May 12,
*** ***
Revdex.com of Metro
WashingtonDC & Eastern Pennsylvania
K StNW, 10th floor
WashingtonDC20005-
VIA FACSIMILE: ***
RE: ***
Insured: *** *** ***
Policy Number: ***
NAIC: ***-GEICO General
Dear ***:
Thank you for your recent inquiry dated April 28, 2014. I welcome the opportunity to respond to ***’s automobile insurance policy concerns
On April 17, a debit card payment of $was applied to ***’s policy based on payment information provided to GEICO through our Interactive Voice Response (IVR) system. On April 23, 2014, *** informed GEICO this payment was made in error and after deducting the payment due of $a refund of $was returned to ***
Our records also indicate *** was informed by a Supervisor he would be reimbursed for his overdraft fees; therefore, a refund of $will be applied to his policy
I apologize for any frustration this has caused *** and hope this information will assist you in resolving this matter
If additional information is required, please contact *** *** at ###-###-#### or via email at *** Her office hours are Monday through Friday, 8:a.mto 4:p.mEST
Sincerely,
*** ***
Underwriting Vice President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. Although it is literally the LEAST this company can do, it has not resolved my concern as I do not know how GEICO will handle the arbitration or the result of the arbitration. Therefore I will not close this case until such time as GEICO has in fact resolved this claim satisfactorily.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:the person *** did not mention that this was closed and it took collection agencies to recovery my money*** parents knew that their daughter was driving illegal with no insuranceI was told that gieco, will keep pursuant of this issueEvery time I called to talk with ** *** either I got brush off or no return callTry talking to her manager same no response.
Therefore,
Gieco should honor their word that they will resolve this issueSo I want to be reimburse since they didn't do their part and kept lying with broken promise I would like to the person on the letter to contact me at ###-###-#### soon as possible
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: ***I am rejecting this response because:
As the Geico representative stated, I asked for a quote. The website differentiated between asking for a quote and automatically adding someone to your policy. We were shopping for insurance rates for when we could afford it (which was the end of May, when we purchased with ***) and Geico did not offer the most competitive rate. We were not looking to purchase when I asked for the quote. We weren't going to be purchasing from ANYONE at that time. We were gathering information
I had not experienced any customer service problems with Geico until this time and I'm incredibly disappointed in how they have chosen to handle this. It is now no surprise to me that they are not accredited with the Revdex.com. This experience has been an atrocious nightmare, particularly since it could be resolved so easily. I would have kept my Geico policy if they had handled it better and were more open to a resolution that worked for both parties instead of insisting on being unreasonable and offering no compromise. The representatives I spoke with on the phone did not even honour the pro-rated amount of the ~$last payment that they quoted me, which I was willing to pay even though the mistake was made on Geico's part. Perhaps it was my mistake to ever do business with Geico in the first place. The prices keep changing and it's not good business to quote your customers one thing and charge them another, or tell them you're only giving a quote for a product/service and then force them to pay for it when they do not agree to the purchase
I was told "nothing" could be done about this because employees were "just following the guidelines"; it is a shock that a company as large as Geico does not have at least one person employed who has the capacity and decency to provide good customer service and fix the issue they created and repair at least SOME of the damage they have done to this business relationship. "Guidelines," as they have repeatedly been called to me, do not indicate that something is set in stone and cannot be modified Geico loses more money and credibility by refusing to negotiate for resolution than they would by adjusting the sneaky charges for services I did not agree to or request. If you ask the price of an apple at the grocery store, the store does not then force you to purchase the apple. Geico could be getting an additional $a month from me for as long as I drive (ultimately, isn't the money what they're after? It certainly doesn't seem to be customer satisfaction!); instead, they are losing my business, my family and friends' business, and our respect
Regards,*** ***

April 29, Dear *** ***,We received your correspondence dated April 28, 2014, regarding the abovenoted complaintWe have not included any personal identifying information in our response as you requested.On December , 2013, our insured reported to us that she backed into a
cement poleOn December 10, 2014, the claimant owner of the cement pole advised us that our policyholder had allowed her 13-year-old child to drive, who caused the lossOn February 10, 2014, we obtained a police report, which confirmed that our policyholders daughter was the driver at the time of the accident.We were concerned that our insured allowed her underage daughter to operate her vehicle, and at the misrepresentation of the driver during her report of the lossOn April 22, 2014, we mailed our policyholder a notice that we would non-renew her policy effective June 16, 2014, due to the circumstances surrounding this loss.We spoke with our insured on April 28, to discuss the above and advise her we would not be able to continue her policy past the renewal date due to the circumstances surrounding the lossWe trust this information will allow you to close your filePlease call *** ***, Underwriting Manager; at ###-###-####, should you have any further questions.Sincerely

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: ***I am rejecting this response because: When I purchased this vehicle on 10/15/2012, it was a one owner and it was in excellent conditionI have maintained all maintenance requirements, have not had a problem with it until after the accidentAll of a sudden the alignment is off after the repairs were done, there was a screeching sound when I drove it back home after the repairs were done and I advised *** (insurance adjuster) immediatelyI authorized ***'s to do a diagnostic on the vehicle to prove it was all accident related but they informed me that the suspension needs work due to ware and tareThere is no way that all these issues were not accident relatedI spoke with *** and advised the front passenger headlight (which is the one that was repaired) is getting condensation but since it comes and goes the repair shop needs to see it in order to repairMy vehicle has been at ***'s going on weeks and i'm confident they would have noticed at least the condensation on the headlight by now but again everything is being ignored, overlooked and completely denied as part of the accidentI am very frustrated and completely disgusted and I need help. I feel that in order to avoid paying any additional repairs they are all being blamed on ware and tareMy vehicle was in excellent condition before the accident and it's not right for me to pay additional repairs that were caused by an accident that should be covered under my insuranceAfter all that is why everyone is required to have insuranceI need help with this case please, this is not right or fairThey are completely out of line.Regards,*** ***

April 10, Dear *** ***:We have received your letter requesting assistance on behalf of *** ***I welcome the opportunity to respond to his concerns.*** believes he should be reimbursed for a rental vehicle and a motel room from the breakdown of his RV
which occurred on March 28, 2014.We obtained a recorded statement from *** as well as reviewed our policy contractIn this case, ***’s RV experienced a mechanical breakdown and as a result, he incurred some expensesMechanical breakdown is not a covered loss under ***’s policy, and as result we disclaimed coverage for this loss which would include costs for a rental vehicle and lodging.We would like to assure *** it has been our goal to handle his claim in a thorough and fair manner, and we regret any inconvenience this matter may have caused him.I hope this information is helpful in resolving ***’s concernsIf you have any additional questions, please contact my associate, *** ***, at ###-###-####, extension ***.Sincerely,

June 3, Dear *** ***:Thank you for your email, received by GEICO on May 27, 2014, to *** *** regarding *** ***s complaint*** asked that I respond on his behalf and I welcome the opportunity to do soFirst, I would like to express our commitment to honor
and respect the Privacy ActTherefore, we will not release Ms***s policy numbers or any other personal information that would violate her privacy.According to our records, *** had a prior policy in which she owes a past due balance of $Before we can establish a new policy, prior balances need to be paidI regret any misunderstanding on ***s part regarding this requirement*** has since placed a stop payment on her replacement payment of $and GEICO assessed a $penalty chargeWe respectfully request *** remake this payment in order to avoid further collection actionWe regret *** disagrees with the handling of this matter and that she has chosen to no longer insure with GEICOHowever, we cannot expunge premium charges for coverage already provided to a policyholderI hope this information has been helpfulIf you have any additional questions, you may contact my associate, *** *** at ###-###-####, extension ***, and he will be glad to assist ***.Sincerely,

November 30,
Revdex.com of Metropolitan Washington DC and Eastern Pennsylvania
K StNW, 10th floor
P.OBox
Washington, DC 20005-
Attention: *** ***
RE: CASE NUMBER: ***
COMPLAINANT: ***
***
CLAIM NUMBER: ***
DATE OF LOSS: July 2,
COMPANY: GEICO Choice Insurance Company
Dear Ms***:
We are in receipt of your correspondence dated November 23,
Our insured, *** ***, has expressed concerns about seeking reimbursement for repairs paid out of pocket for damages to her *** *** on July 2,
We received notification of this claim on July 7, No inspection was scheduled as Ms*** already had the vehicle repairedUnfortunately, on July 20, 2016, Ms*** was involved in another lossClaim coverage had to be determined, and an inspection arranged for the subsequent loss
The vehicle damages from the original claim were repaired by the owner’s shop of choice and paid out of pocket prior to GEICO being afforded the opportunity to verify the damagesAn appointment was scheduled for the vehicle to be inspected on August 15, On August 19, 2016, the owner met with Claims Adjuster Ian L***, who took photos of the vehicleAt this time, GEICO still required a detailed breakdown of what was paid to review and confirm if the items where related to the original accidentGEICO received documentation from Ms*** on October 27, showing what repairs had been completed to the vehicle by *** *** ***The receipt showed repairs in the amount of $1,had been completed on July 6, On November 25, 2016, payment for the repairs, less her $deductible, was issued for $1,as reimbursement to Ms*** for the repairs in questionOn November 29, 2016, Auto Damage Manager Ajay V*** called Ms*** and left a voicemail to confirm she had received the draft and to confirm the issue had been resolved to her satisfaction
If there are any additional questions, please feel free to contact Claims Manager Ajay V*** at ###-###-####
Sincerely,
Paul M***
Assistant Vice President

August 12, 2014Dear *** ***:We have received correspondence from the Revdex.com (Revdex.com) requesting assistance on your behalfI am happy to provide the following response.Our records reflect that on 07/22/14, you called to advise that you were separated and no longer
residing with your spouseWhen a separation occurs, a new policy is issued to the spouse that advises us of the separation and the prior policy continues with the remaining spouse to ensure continuous coverage for both partiesA transfer of funds from the prior policy to the new policy must be agreed to by both parties regardless of who made the payment on the prior policyOn 08/01/14, permission was received to transfer $from the prior policy to your new policy.Unfortunately, it is not our procedure to transfer funds from one policy to another if the transfer causes that amount to be immediately owed on the prior policy; therefore, this transfer was not processed when it was originally requested as the amount would have been immediately due on the prior policyHowever, we transferred $to your policy on 08/11/as previously authorized.*** ***, I am sorry for any inconvenience this may have caused, if you have any additional questions, please call our Compliance Analyst, Randy *M***, at ***, extension ***.Sincerely,Derek Z***Underwriting ManagerGEICO Casualty Company

August 21, Dear *** ***:
Thank you for your recent letter regarding *** and *** ***’ policy**N*** asked that I respond on his behalf, and I welcome the opportunity.I apologize that **and *** had to contact us on more than one occasion regarding
this matterOn June 9, 2014, we received proof of insurance showing that **and ***’ policy with their new company was effective March 30, 2014, and we adjusted the cancellation date on their policy with us to that dateAt this time there is a $balance on the policy.In compliance with Maryland insurance law, we advised the Maryland Motor Vehicle Administration of this adjustment in cancellation dateIf the Maryland Motor Vehicle Administration is sending **and *** notices of vehicle suspension, they will need to get their new insurance company to submit a FR-on their behalfThe phone number to the FR-department at the Maryland Motor Vehicle Administration is ###-###-####; the *** may need to contact them for the appropriate case number before contacting their new insurance company for the FR-19, although this information should be on the written requests that they have received from the Maryland Motor Vehicle Administration.If they have any questions, they can contact our hour customer service department at ***).Sincerely,Carole CUnderwriting Supervisor GEICO

July 24, 2014Dear *** ***:We have received your letter requesting assistance on behalf of *** *** ***.On May 20, 2014, *** *** reported the theft of his vehicleWe attempted assertive efforts to contact *** *** by phone, email and mail without successUpon contact with the
*** *** ***, Utah Police Department, we confirmed that the vehicle was impounded for unpaid parking tickets*** *** attempted to file a theft report with the *** *** *** Utah Police Department; however, his report was rejected because the vehicle was not a theft rather impounded for a civil cause.On June 19, 2014, we were notified that *** *** filed a lawsuit against GEICO for his theft claimWe have referred this to Counsel for handling who is in the process of discovery for the alleged theftBased on our investigation, the vehicle was not stolen and we are seeking to have the case dismissed.*** ***, we hope that this clarifies our position in this matterIf you need any further clarification, please contact my associate, Jose C***, at ###-###-####, extension ***.Sincerely,Joe N***Assistant Vice President GEICO Advantage Insurance Company

May 16, Dear *** ***:We have received your letter requesting assistance on behalf of *** ***, I welcome the opportunity to respond to her concerns.As mentioned in her letter, *** visited our website on May , to obtain a quote for a new GEICO policyA
review of our records shows that she obtained three separate quotes with different coveragesAs she mention in her letter, *** then provided her *** *** *** in order to purchase a policyBased on the vehicle registration information provided in her application, a Sales agent needed to review the application prior to binding the policyOnce reviewed, our Internet Sales team sent an email to *** confirming the purchase of her policyOur email provided her new policy number and our contact informationWhile *** responded to this confirmation email, she indicated she was unaware a payment was processed to start a policy effective May , 2014.*** contacted our Internet Service team via email to clarify her confusion and request cancellationWe requested that she contact us via telephone to cancel the policyThis is done in order to verify the person requesting policy cancellation is our named insuredUnfortunately, ***s email responses to our explanation became inappropriate and abusiveA Supervisor attempted to contact her via telephone and handle her cancellation request but was only able to leave a voicemail.We regret any frustration this matter may have caused ***, While she points out in her letter that she provided her payment information to our website; based on her letter to the Bureau, we have cancelled her policy effective May , Additionally, we have added her information to our Do Not Maillist,For your review, we have enclosed our email correspondence with ***Please bear in mind we have edited portions of these messages for appropriateness.I hope this information is helpful in resolving ***s concernsIf you have any additional questions, please contact my associate, *** *** at ###-###-####, extension ***.Sincerely,

May 20,
*** ***
Revdex.com
K ST NW 10TH FLOOR
WASHINGTON DC
Regarding: *** ***
Policy No: ***
ID No: ***
Dear *** ***:
We received ***’s rejection of our May 9, response
As our previous response indicated, we are required to apply a short rate fee when a policyholder chooses to cancel their auto policy prior to their renewal date. Due to this requirement we are not able to reduce the earned premium *** owesWe regret we do not have a more favorable response at this time, but we must adhere to the policies set forth by the North Carolina Personal Auto Manual
If you have additional questions regarding this matter, please contact *** *** at ###-###-####
Sincerely,
*** * ***
Virginia Beach Regional Office
GEICO Indemnity Insurance Company

April 24,
Revdex.com of Metropolitan Washington DC and Eastern Pennsylvania
K St. NW, 10th
floor
P.OBox
Washington, DC
20005-
Attention: *** ***
RE: CASE NUMBER: ***
COMPLAINANT: *** *** ***
INSURED: *** *** ***
CLAIM NUMBER: ***
POLICY NUMBER: ***
DATE OF LOSS: April
3,
COMPANY: Government Employees
Insurance Company
Dear *** ***:
Thank you for your letter of April 12,
On April 12, 2014, Auto Damage Adjuster *** ***
inspected *** *** ***’s *** ***. He completed the estimate for hail damage in
the amount of $3,The estimate was for the April 3, date of
loss.
***, along with Auto Damage Supervisor *** ***,
noticed a prior hail claim on May 30, for the *** ***It was
determined the prior damages totaling $were not repaired. Since the new claim includes overlapping
damage previously paid for, we have deducted the amount of the prior claim from
the settlement. The new damage totaled $2,333.48. *** has a $deductible, resulting
in a payment for $1,issued on April 17, If there are any additional questions, please feel free to
contact Claims Manager *** *** at
###-###-####
Sincerely,
*** ***
Assistant Vice President