Geico Corporation

We have received your letter requesting assistance on behalf of *** ***I welcome the opportunity to respond to Mrs***’s concerns.We reviewed the claim file documents, images, and part supplier inspection, and have determined that due to the parts used in the repair, GEICO
will pay for the replacement of all components of Mrs***’s air conditioning systemWe will review the necessary parts and labor required to complete this repair and arrange payment to our policyholder and/or her body shop of choice.I hope this information is helpful in resolving *** ***’s concernsIf you have any additional questions, please contact Claims Manager David E*** at ###-###-####.Sincerely,
Joe N*** Assistant Vice President

July 15,
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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: June 21, 2014
COMPANY: Government Employees Insurance Company
Dear ***:
Thank you for your letter regarding ***’s claim. On June 21, 2014, *** called to file a claim at which time he reported, he struck a deer at approximately 2:a.mearlier that day ***’ policy had recently been issued on June 16, As a result, the file was assigned to Claims Adjuster *** *** to verify the date of loss. *** contacted *** to obtain a recorded interview on June 22, in which *** indicated he did not have any documentation to support the day or time the loss occurred. Consequently, a field investigator was assigned to the case to assist *** in supporting his claim by verifying the date of loss Our field investigator conducted an interview with *** on June 26, at which time *** restated the date of loss was June 21,
In an effort to confirm the date of loss, our field investigator contacted ***’ employer to determine if his attendance record could help substantiate the date of lossOn July 1, our field investigator spoke with ***’ supervisor who provided conflicting information regarding the date of lossWhen questioned regarding the discrepancy, *** advised our field investigator he wished to withdraw the claim
If there are any additional questions, please feel free to contact Claims Manager at *** *** at ###-###-####
Sincerely,
*** ***
Assistant Vice President

[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: What Gieco wrote about the mismatch between the new paint and the old paint is accurate....However, this had ABSOLUTELY nothing to do with my initial complaintIt is self evident that any new paint being being applied along side the older paint will show a difference between the new and older paintMy complaint, and I repeat again, was that while the car does have high mileage, the current paint is not a reflection of the mileageI had the entire car repainted a little over two years agoThe paint was still in good shape and was not oxidized or fadded at this pointWhen the car was returned to me, I immediately noticed a substance that was dried over the paintThe substance had dried drip marks and splotches scattered over the hood, top and side doors of the carI took the car to another expert body person who stated that, in his opinion, the paint damage was likely done inside a body shop and appeared to be some type of Laquer thinner In Addition, everyone at my work place noticed the damage when I came to work the next dayMy collegues and I are not suffering from an over active imaginationThis is the testimony of several highly educated witnesses to the condition of the car before and after the work was done.
Regards,
*** ***

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*** ***
10:AM (minutes ago)
tome
Please close this complaint - issue resolved
ID: ***

As this says, this business is NOT Revdex.com Accredited..now that tells you something!
Long story short, I got insurance through Geico, they had my card on file and everything and were supposed to charge my card every monthFor some reason, at the end of the month, the bank did not honor the transaction for the next month and the card was deniedSo Geico in their infinite wisdom, decides to extend insurance to me for another TWO WEEKS instead of just canceling me outrightNow I am getting collection notices for I am not paying itThe rep on the phone, all she did was defend them and say that I got a certified letter, which I NEVER GOTI refuse to pay this and I will dispute itGeico sucks!

May 8, Dear *** ***:This will acknowledge receipt of your request regarding the above named insured’s private passenger automobile policyI have carefully reviewed the matter and my findings are as follows:In *** ***’s correspondence to your organization he expresses
concern regarding the amount of premium he was charged by GEICO versus the renewal premium that he was offered on his billing statementHe has requested that GEICO honor the premium with a billing adjustment.GEICO’s records show that *** *** contacted GEICO on May 3, regarding his concernThe premium offered was $and *** *** had paid $A billing adjustment of $was offered bringing the premium to $Please note that this adjustment amount is greater than what *** *** is asking forIt was explained to him that this was a “one time exception” for this particular customer service concernIt has been explained that is there is a similar error in the future, GEICO would honor the premium offered and credit him again*** *** refused the $policy credit and continued to request that GEICO honor the $renewal premium.Upon review of the complaint letter written to your organization, GEICO will cancel the processing of a $credit and issue a credit for $brining the policy premium to $350.00.It is GEICO’s position that all proper procedures were followed in the handling of *** ***’s policyHis concerns were addressed immediately by offering a policy credit above and beyond what he was asking forIf you have any questions, or if GEICO can be of any further service in this matter, please contact me at ###-###-####.Very truly yours,

April 14,
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Anita ***
Revdex.com
KStreet NW, 10th Floor
Washington, D.C. 20005-
Re: File Number: ***
Policy Number: ***
Complainant: *** D Martin
Dear ***:
*** was previously insured under policy number *** that cancelled for non-payment of premiums effective September 3, 2013. We billed her for $in earned premium for coverage we provided from May 4, to September 3, 2013. Bills were sent on September 9, 2013, September 30, 2013, October 21, and November 11, 2013. If she was covered under another policy prior to September 3, 2013, with proof, we will be happy to adjust the account accordingly
On March 21, 2014, *** purchased another policy (***) via GEICO.Com to become effective March 22, 2014. Our procedure is to take payment for any premium owed on a prior policy before selling a new policy. On the payment page of her quote, we advised that $was due from a previous policy and that payment would be taken prior to issuing the new policy. *** elected to continue with the purchase and as a result both the prior premium and new down payment ($91.32) were collected.
On March 22, 2014, the policy was cancelled per her request. She was advised that the down payment of $for the new policy would be refunded back to her credit card, but the earned premium ($187.25) for policy number *** would not be refunded.
We are sympathetic to the difficulties *** is experiencing however, the payment collected was for coverage already provided and therefore it cannot be refunded. We have included a screenshot of the online page presented to *** advising of the additional premium owed. If other information is needed to close your file, please contact *** *** at ###-###-#### or ***
Sincerely,
*** ***
Assistant Vice President
Enclosure

December 29,
Revdex.com
Attn: *** ***
K StNW, 10th Floor
Washington, D.C20005-
Re: Customer Name: *** ***
Case Number: ***
Company Name: GEICO County Mutual Insurance Company
Policy Number: ***
Dear Ms***:
This is in response to your correspondence received in our Washington, D.CExecutive OfficesIt was referred to the Dallas, TX Regional Office for a reply
We regret Mr*** has had a difficult experience with our companyMr***’s comments have been reviewed by the appropriate management staff for training development purposes
Mr*** discussed the policy several times with our Customer Service and Claims representatives regarding the vehicle coverageA Customer Service Representative reviewed the policy with Mr***, on November 28, 2015, and requested a copy of his prior policy showing the applicable coverageMr*** provided the documentation, which resolved the concern, yet then filed the first Revdex.com complaintMr***’s Revdex.com action then escalated the situation to the attention of the GEICO management staff
Mr***’s policy and the prior coverage documentation he provided were reviewedIt was determined a human error was made; therefore, the policy was corrected and coverage was afforded for the loss date of November 21, Our associate, Marie B***, called Mr***, on December 1, MsB*** apologized for our mistake and advised Mr*** we would honor the claim
MsB*** advised Mr*** a Claims associate would be contacting him to begin the repair processMr*** advised he had already placed his vehicle in a repair facility to begin the repair process, prior to our contacting him advising we would honor the claimMsB*** restated a Claims associate would be reaching out to him to assist with the claim handling
GEICO responded to the Mr***’s complaints to the Texas Department of Insurance and the Revdex.comResponses were dated December 18, 2015, December 16, and December 1,
Our Claims department has adjusted Mr***’s vehicle and authorized the necessary repairsWe are unable to provide any inconvenience or emotional compensation to Mr***
We trust this information will allow you to completely close your file
If you need additional information, please contact Patti K*** by telephone at ###-###-####, from 8:am to 4:pm CST, or by email at ***
Sincerely,
Robert MM***
Senior Vice President
Cc: *** ***
*** *** **
Frisco TX 75035-

This is in response to your January 29, correspondenceWe apologize to Mr*** for any unprofessional customer service experience he may have received on January 05, Our service goal is to provide assistance to each of our customers in a professional and timely mannerWe have very
high standards of service and the experience Mr*** referenced in his complaint is highly unusual for Our company.On January 05, Mr*** called in to discuss the $increase on his month auto policy and he was advised this increase resulted from our rate filing for renewals on or after November 24, Mr*** also requested his payment due date be changed to the 8" of each month and his request has been promptly processedCurrently Mr*** is receiving our Good Driver Discount, Renters Discount, Anti-Lock Brakes Discount, AntiTheft Device Discount, and our Continuous Insurance Discount, therefore at this time we are unable to offer any other discountsMr*** is a valued customer and we sincerely apologize for any inconvenience he may have experiencedIf additional information is needed to close your file, please contact Bertha B*** at ###-###-#### extor [email protected], Heather McIntyre
Assistant Vice President

July 8,
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*** ***
Revdex.com of Metropolitan WashingtonDC and Eastern Pennsylvania
K StNW, 10th Floor
WashingtonDC20005-3404
Case #: ***
Dear ***,
We have received your order to stop solicitation mailings to *** *** addressWe apologize for any inconvenience this may have caused.
We immediately applied the record to our suppression fileThe address was included in our saturation mail campaignThis particular campaign takes approximately 6-weeks for suppression due to a different execution process that we take to mail these letters
*** *** address will be completely purged from our data files effective August 13thPlease be advised the address will still be sustainable to mail during that period
We apologize for any inconvenience, and if you have further issues with receipt of GEICO marketing mail I would be glad to assist you directly in correcting the issue
Sincerely,
Domonique S***
Database Marketing Coordinator
***
###-###-####, extension ***

March 7,
Dear ***:
This will acknowledge receipt of your March 5, inquiry regarding the above referenced private passenger automobile insurance policy
On May 18, the above policy was established in the name of *** *** to
insure a ***The policy included physical damage coverage (Comprehensive and Collision) for the vehicleOur records indicate that the insured was advised at the time of sale that a mandatory photo inspection was required for the *** within calendar days of the coverage effective date in order to maintain physical damage coverageThe insured was also informed of the consequences (suspension of physical damage coverage) for failing to comply with the mandatory photo inspection requirementAs required by law (Regulation 79), written notification of the mandatory photo inspection requirement was also mailed to the address on file on May 18, Enclosed are copies of the written notice, its proof of mailing, and documentation of the verbal notification that was provided at the time of sale
On May 24, physical damage coverage on the *** was suspended for failure to comply with the mandatory photo inspection requirementA pro-rata credit adjustment in the amount of $was subsequently applied to the policy on June 20, as a result of the coverage suspensionThe insured was also provided with updated policy paperwork, and written notification confirming the suspension of physical damage coverageEnclosed are copies of the confirmation of suspension letter dated June 18, 2012, its proof of mailing, and the updated policy declarations dated June 21,
In addition, renewal policy declarations were sent to the insured every six months from October 15, to the presentAll of which reflected that the policy did not include Comprehensive or Collision coverage for the *** was also made aware of the suspension of his physical damage coverage when he filed a previous claim on November 24, and coverage was deniedAccordingly, physical damage coverage was not in effect for the insured’s current loss occurring on February 23, involving the *** since the mandatory photo inspection was not completed by that date
Since there appears to be no valid complaint against GEICO, we ask that this be removed from our record
If you require further assistance with this matter, please contact the undersigned at ###-###-####
Very truly yours,

August 27,
Revdex.com OF METROPOLITAN WASHINGTON DC
AND EASTERN PENNSYLVANIA
K STNW
, 10TH FLOOR
WASHINGTON DC 20005-
ATTN: ANITA HORNE
Re: Policy Number: ***
ID Number: ***
Re: *** ***
Dear *** ***:
This is in response to your email of August 25, 2014, addressed to Tony N*** of GEICO. Your letter has been referred to me for response as the Emergency Road Service Department is my responsibility
As stated in our prior response, this entire incident could have been avoided if it had not been reported as a regular automobile claim. Any alleged damage by one of our tow providers should always be handled by our damage analysts in our Emergency Road Service Department
Since this was not the case, and since *** *** stated the adjuster offered to “cut her a check on the spot”, we have agreed to reimburse her $346.89, our estimated cost to repair the damage. The check is being mailed under separate cover and she should receive it within the next seven to ten days based on mail delivery and the upcoming Labor Day holiday. We will not be responsible for the additional $that her chosen repair facility charged her for the repair.
We sincerely apologize for the miscommunication and assure you that we will have the appropriate conversation with the auto damage adjuster that handled this claim. We trust that this information is sufficient to allow you to close out this complaint. If you have any additional questions or concerns regarding this issue, please feel free to give me a call at ###-###-####, ext***
Sincerely,
Barbara C***
Customer Advocate
Centralized Services

October 22, 2014Dear *** ***:Thank you for your October 14, inquiry.Pursuant to your request we reviewed the claim in questionOur records reflect a previous inquiry dated July 8, As indicated in the prior response, we paid all bills pertaining to *** ***’s
treatment for the loss which occurred June 5, We reviewed original bills sent as well as the billing notices presented by *** *** which she received from *** Collections to reconcile all payments*** *** would not sign an authorization to order the medical bills and records, She indicated her preference to provide these bills to us as she received them.Attached is a copy of the payout of all providers we handled for *** ***If there are outstanding medical bills which require our attention, we will be happy to process them once received.If you have any questions please contact Claims Manager, Debra T***, at ***,
Sincerely,
Carl T
Assistant Vice President

May 7, Dear *** ***:We have received your letter requesting assistance on behalf of *** *** ***I apologize for our misinterpretation of the question at hand and any confusion regarding our response dated April 21, 2014.Under no circumstances does GEICO report claims or underwriting information directly to ***, nor do we have any business relationship with themWhile we are unable speculate where *** obtained inaccurate information about *** ***’s ***, the *** website includes the following regarding the sources of the information they report: “*** receives information from more than 34,data sources including every U.Sand Canadian provincial motor vehicle agency plus many auto auctions, fire and police departments, collision repair facilities, fleet management and rental agencies, and more”Rather, when the *** *** was declared a total loss as a result of the July 22, loss, GEICO reported the information to the Washington State Department of Licensing (DOL)This requirement is outlined on the Department’s website which states: “If your vehicle is destroyed or declared a total loss, either you or your insurance company must report that the vehicle has been declared salvage and surrender the title to us” We have enclosed a copy of the TD-report for review.It appears to us that when we filed our total loss report with the Washington DOL, any filing or determination would have been made by themWe recommend *** *** consider contacting the Washington Department of Licensing regarding this possibility.With regard to *** ***’s request for reimbursement, the damages outlined by *** *** are not related to the loss in question; therefore, we are unable to compensate her at this time.Again, we apologize for any confusion regarding this matterIf you have any additional questions, please contact my associate, *** ***, at ###-###-####.Sincerely,

October 7,
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Revdex.com of Metropolitan Washington DC and Eastern Pennsylvania
K St. NW, 10th floor
P.OBox
Washington, DC 20005-
Attention: Anita Horne
RE: CASE NUMBER: ***
COMPLAINANT: *** ***
INSURED: *** ***
CLAIM NUMBER: ***
POLICY NUMBER: ***
DATE OF LOSS: September 12, 2014
COMPANY: GEICO Indemnity Company
Dear *** ***:
Thank you for your letter of September 26,
The date of this loss was September 12, 2014. It was assigned to Auto Damage Adjuster Noe G*** on September 16th and due to the severity of the damage the vehicle was deemed a total lossUpon the valuation being presented to *** ***, she claimed there was an issue with the mileage showing on the odometer.
The odometer shows that the vehicle has 316,miles, however, the insured claimed that the *** Truck had approximately129,miles. GEICO Supervisor George M*** advised *** *** that it was highly improbable that the odometer could have been changed in the accident, and that he knew of no instances wherein an accident caused an odometer to add mileage to a vehicle, but that he would review what they considered evidence of their claim
*** *** presented two oil change invoices from the local *** outlining similar mileage to that which was being claimed but they did not have a VIN to confirm the indentity of the vehicle. MrG*** explained these were not sufficient due to the lack of vehicle information on the invoices. GEICO suggested that they move the vehicle to a *** dealership to perform a diagnostic on the vehicle to verify the mileage.
A diagnostic was completed on September 23rd and it was determined that the engine hours on the truck verified the miles showing on the odometer. *** *** disagreed with this so MrM*** allowed another diagnostic from a reputable mechanic in the areaThis diagnosis found the same engine hour data which verified the odometer was correct Upon this finding *** *** agreed to settle the total loss with GEICO and retain the salvaged vehicle. The final agreed settlement was $2,for which the payment was made accordingly.
If there are any additional questions, please feel free to contact Claims Manager Derrell B*** at ###-###-####
Sincerely,
Dan B***
Assistant Vice President

July 28,
windowtext> June 6, 2014, our Insured accessed his policy online at geico.comOur records do not reflect that our Insured scheduled a payment at that timeOn June 9, 2014, we mailed our Insured a bill for $due on June 23, On June 30, 2014, our Insured scheduled his June payment of $to be processed on July 15, 2014, online at geico.com.Since we did not receive payment by June 23, 2014, on July 9, 2014, we mailed our Insured a notice that his policy would cancel if we did not receive payment by July 25, On July 9, 2014, our Insured made a payment of $online at geico.comWe subsequently mailed our Insured a bill for $due on July 24, On July 15, 2014, we processed our Insured’s scheduled payment of $59.38, which resulted in a balance of $1.70.On July 16, 2014, our Insured made a payment of $via telephoneSince our Insured’s balance for his six-month policy was only $1.70, we informed him that he will receive a refund of $60.30, and he would need to make his August payment once his policy renewedOur Insured then asked to speak to a supervisorUnfortunately, a supervisor was not available to take his call at that timeOur records reflect that a supervisor attempted to contact our Insured on July 16, 2014; however, they were unsuccessful in their attemptWe spoke to our Insured on July 24, 2014, regarding his concernsWe trust this information is sufficient to allow you to close your filePlease call Jaime B***, Customer Service Director, at ###-###-####, if you have any further questions.Sincerely,George *R*** Regional Vice President

Dear *** ***,
">
Thank you for your recent inquiry
On September 5, we inspected the *** ***’s *** *** at *** *** *** *** *** contacted our auto damage adjuster regarding his concerns about the miscalculation on the total loss valuation report that was provided to him on September 5, This calculation that he referenced was for illustration purposes only per the valuation report, “The vehicle value is based solely on CCC's recent previous valuation of this vehicle reflecting the current appraisal informationAdjustments may have been made where the current information differs from that provided to CCC regarding the previous valuationThe comparable vehicles are presented for information purposes only.” We had already requested a valuation on September 4, in which the calculations were correct
Upon review, we included additional vehicles beyond nine included in the original report, and removed four vehicles from the original report (which detracted from the value), thus providing the customer with a more accurate valuation of his vehicleThis was not done to undercut the settlement value, but rather to provide the customer with the most accurate value of the vehicle possibleAgain, the report he originally referenced states “the comparable vehicles are presented for information purposes only.” The final report given to the customer increased the vehicles base value by $
We apologize for any confusion that the difference in the valuation causedHowever, we feel that the final offer was a fair oneWe will immediately review any additional information provided by *** *** to ensure that our settlement value is accurate
If you have any further questions, please contact Auto Damage Manager Kyle S*** at ###-###-####
Sincerely,
Phillip G***
Auto Damage Director

July 18, 2014Dear *** ***:We have received your letter requesting assistance on behalf of *** *** ***I welcome the opportunity to respond to his concerns.Local area supervisor Randy H*** met with *** *** at *** Collision on July 8, and re-inspected ***
***’s vehicle and address his repair concerns:Engine Sputtering upon acceleration Fuel filler excepting fuel slowlyAccelerator broken bracketRusty components under dash areaUpon inspection it was agreed to have Dealership *** *** inspect and repair the first 3agreed to have *** *** test drive vehicle to insure all repairs are in lineMrH*** spoke with *** *** about repair authorization and addressed dates and times and they agreed it was miscommunication due to having GEICO representatives from different departments involved.We initially inspect the vehicle at *** Collision Center on April 18, On April the claim was assigned to our Special Investigation unit, their investigation was completed on May It was at this time liability was accepted and the vehicle was deemed repairableWe would like to apologize to **& *** *** for the length of time it took to investigate this loss and process their claim.-The value of the vehicle at the time of the foss including taxes and fees were $10,The totalcost of repairs thus far is $ making the vehicle clearly repairable.I hope this information is helpful in resolving *** ***’s concernsIf you have any additional questions, please contact my associate, Kyle H***, at ***.Sincerely,Joe N***Assistant Vice President Government Employees Insurance Company

August 13, Dear *** ***:We have received your letter requesting further assistance on behalf of *** *** ***I welcome the opportunity to respond to her additional concernsWe certainly recognize *** ***’s frustration regarding her billing; however, the premium she was quoted at the inception of her policy has not changedA six-month premium of $1,divides equally into payments of $A service fee of $is added to each installment and brings those payments to approximately $eachThe division of payments into six equal payments is only available with enrollment in an automatic payment methodSince *** *** did not enroll in an automatic payment method at the time her policy was sold, instead, she was charged a down payment of $and the remaining balance was divided into four additional payments in the amount of $230, due on the 21* of month, for her remaining policy termIf *** *** elected to enroll in automatic payments mid-term, her billing would be adjusted to an August payment of $and then four remaining payments of $with a due date of the 21* of the monthAgain, it is important to note that *** ***’s total six-premium has not changed, only the number of installments being billed to her based on her automatic payment enrollment statusWe certainly recognize *** ***’s frustration regarding her billing; however, the only way to decrease her monthly payments to $is with our automatic payment planAdditionally, we have reviewed our records but did not find a recorded call for her on July 7, For your review, we have enclosed the updated bill sent on *** ***’s policy.I hope this clarifies *** ***’s remaining concerns, but if you have any additional questions, please contact my associate, Jason R**, at ###-###-####, extension ***.Sincerely,
Maria S*** Assistant Vice President GEICO

August 18,
*** ***
Revdex.com
K ST NW 10th Floor
Washington DC 20005-
Claim Number: ***
Insured: *** ***
Date of Loss: 07/23/
File Number: ***
Dear *** ***:
We are in receipt of your response dated August 13,
Initially after speaking with both parties involved it did not appear that there was a liability dispute on July 28, 2014, *** *** was advised he was not at fault for the accident.
After the initial loss report we were provided with and independent witnessThe witness confirmed the driver of *** ***’s vehicle was moving at the time the impact occurred. This independent party’s account of the loss is the information that we used to confirm that the driver of *** ***’s vehicle contributed to the cause of the loss
As a customer courtesy we agreed to the pay for a portion of *** ***’s rental charges. Once it was determined that the driver of his vehicle was partially at fault, the other file was under no obligation to pay for any of the rental charges incurred.
Please contact Claims Liability Supervisor, Jeremy D***, at ###-###-####, or email ***, if you have any further questions
Sincerely,
Joseph *T***
Virginia Beach Regional Office
Government Employees Insurance Company
NAIC # ***