Geico Corporation

Review: I was in a car accident in June 5th 2013. The driver had no insurance or driver's license. I have liability insurance and Uninsured/Underinsured and medical coverage under my policy. The insurance company has paid some bills, but the customer service has been extremely BAD. Geico has a website that users are supposed to upload the documentation and their claims rep will be able to work from the website. This is not so.

My claim representative has been slow and misleading in some cases. It wasn’t until I had to start recording my phone calls with this rep, before I started getting the truth. She had made a statement at one point that she had told me not to upload from the website, but to fax it. I told her, “You mean the website that says, “Upload” is not to be used?” I told at that time, I’m starting to record this conversation, because I can’t believe this. As I told her the recording had started, then the story changed. Knowing I need to do physical therapy on my left hand because of this accident. I was told that is over 1000. My BCBS requires me to pay it up front for each session. I told [redacted] I have paid out over $7000 since this accident for car repairs and rental cars. I’ve told her I have no money to pay this up front, so she comes back and tries to settle my case for 1000 dollars. I told her that you are victimizing me again. I’m sick of try to work with the lack of Customer Service that Geico has displayed toward me a customer 8 years and had no accidents.

In addition, my medical bills are going into collections and destroying my credit while I'm trying to buy a home. I've tried diligently to work with [redacted]. After the phone call regarding the website and uploaded bills, she said she sent the letters requesting the Hifa forms and she never got a response back from the medical offices that I had to visit. This was not correct. I called and confirmed with each of the medical facilities that they not only sent the forms, but an itemize billing to her twice to the address that was given on her letter. I contacted the claims supervisor [redacted] and she calmed me down and she paid two charges that went into collections, but not the additional collection charges and told me that if they were any additional charges for the collections, to let her know.

Well, I received two new bills for collections from [redacted], AL stating there was additional collections due. I "Uploaded" the forms to the website as request on Jun 12th and called and left a message for [redacted]. She had worked with me so she knew [redacted] was not doing her job correctly. So instead of [redacted] calling me back, she has [redacted] (not doing her job) call me back. If the person has not done her job up until now and has lied to her customers; what makes you think the person is going to do her job now. As expected the chargers have still not been paid. My credit is going downhill and Geico has made me a victim again. I haven't been paid for my out of pocket expense for my medical either. I'm sick of Geico false commercials claiming how they easily take care of claims....That's A HUGE Lie.Desired Settlement: Gieco allowed the bills to go into collections, so they need to pay the collections fees and clear my credit.

Business

Response:

July 3,2014Dear **. [redacted]:Thank you for your June 28,2014 inquiry.Pursuant to your request we reviewed the claim in question. During the claim process we received medical bills directly from **. [redacted]. We initially requested the full information for all providers from **. [redacted]; however, she indicated she preferred to provide the billing to us. We have paid all bills as we have received them from the customer. **. [redacted] indicated she recently received collection notices from some of the providers for her treatment. We have contacted the providers and verified the final amounts. We issued payments to the providers June 26,2014.We contacted **. [redacted] to advise a number of these bills were never previously provided for consideration. Therefore, the delay in payment was not a result of our handling. **. [redacted] appeared to understand. We have paid all bills on hand related to the claim. We have also advised **. [redacted] that if she receives any additional bills to contact Claims Supervisor, [redacted], at ###-###-####. We will insure all are handled expeditiously.If you have any additional questions please contact Claims Manager, [redacted], at ###-###-####, extension [redacted].Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am

rejecting this response because: They have resolved the current bills, but now

the collection company will not remove the incident from my credit

reports. I understand they didn't receive the bills via mail,

but the two companies that submitted the bills for collections sent a copy of

the original letters sent in September by the Geico Claims rep

[redacted].

has tried to resolve the issue; I was told that if the letters probably

didn't have the claim number on it that's the reason they didn't receive it

from the mailroom. I could understand that issue, so I asked the companies to send me a copy of what

they sent. The claim number was on it , along with a copy of

the two letters in September.

The companies complied with Geico and sent the forms via mail. I

understand if [redacted] didn't receive it after it made it back to Geico, but

looking at the forms and information that the companies sent me, there was

enough information to get it to the claims department. This means,

the mailroom is slacking. My life is depending on someone in the mailroom

not doing his or her job. The only complete way to resolve this is to

clear my credit reports. Attached are the information that the [redacted] sent to me to prove they sent the information as requested and when requested. It doesn't make since that the medical companies would lie, when they want their money. They don't care who pays, as long as they get their money. [redacted] said they sent the information twice and so did [redacted]. From the information sent (attached) it proves they medical company did what they promise.

There was

another eight pages that can be added, but it had a lot more of my

personal information, however; what's attach is enough to prove that [redacted] did as instructed.

Regards,

Business

Response:

July 11, 2014Dear [redacted]:Thank you for your July 8,2014 follow-up inquiry.Pursuant to your request we have reviewed the claim and the medical billing. We have paid all bills as received. We have recently handled two bills that were turned over to collections for [redacted] along with the late charges.The bills and records that we received from [redacted] were date stamped into our mail room on May 14, 2014. The medical bills were paid on May 18, 2014. It appears once we received the medical billing we acted promptly to resolve the billing and any late fees associated with the charges. The late fees were considered as a matter of customer service to [redacted].We regret any inconvenience to [redacted] during the claim process; however, we believe the process has been handled properly in line with our receipt of the medical billing. If new information is available we would be happy to review it.If additional information is needed you may contact [redacted], Claim Manager, at ###-###-####, extension [redacted].Sincerely,

Review: On Feb 26th, 2014, during a heavy rainstorm, I hydroplaned into a ditch full of water. Geico refuses to settle/admit water damage and is delaying.

My [redacted] has been to multiple shops, no shop wants to touch the vehicle because of flood damage. Geico continues to try to send me to another shop, after being to 3 shops previously. The car was submerged in water, and geico only wants to dry my carpets and clean my interior, making the car unsafe to be on the road. It has been 35 days, with absolutley no results. I had to turn in the rental I was using provided by geico according to my claim, and now currently have no vehicle to get to and from work due to geico delaying the process, and putting me in a hardship.Desired Settlement: I am seeking more then just my carpets being cleaned and dried. Preferably totaled, so I can begin a new search for another vehicle, and if not totalled, fixed properly and SAFE to drive on the roads.

Business

Response:

April 16, 2014

Revdex.com of Metropolitan

Washington DC and Eastern Pennsylvania

1411 K St. NW, 10th floor

P.O. Box 149104

Washington, DC 20005-3404

Attention: [redacted]

RE: CASE

NUMBER: [redacted]

COMPLAINANT:

[redacted]

INSURED:

[redacted]

CLAIM

NUMBER: [redacted]

POLICY

NUMBER: [redacted]

DATE OF LOSS: February 26, 2014

COMPANY:

Dear **. [redacted]:

Review: I was in the process of purchasing a 2nd vehicle and made a phone call to Geico to get a quote on adding full coverage on the specific vehicle. Received the quote. Continuing the process, the finance company required a change to the quoted policy. Called back again to get a 2nd quote with the change, still asking for full coverage. I received the quote. Further continuing the process, I had to make another call to Geico to activate the quote and get them to fax over the fact that they had done so. Everything seemed happy until an accident happened. I wound up going to the hospital to get checked out, thinking I'm fully covered. Sent all related bills to Geico. Somewhere in the neighborhood of 2-3 months go by without a word about the bills I've sent them. Come to find out, what I had actually bought(being a dumb consumer who can't read lawyer gibberish), was full coverage less the personal injury protection(the part that covers my own medical bills). Also unknown to me, was the fact that the personal injury protection was optional in the state of Ohio. The previous phone calls should have uncovered the optional part of the coverage, however, not a word was mentioned about that fact. The medical bills had gone to collections by this time, and now it's hurting my credit rating. Furthermore, I made a phone call inquiring about a 'new' policy, laying out the situation that happened to me to the Geico representative, followed by the question of: "Are my medical bills covered under full coverage?" Her answer was: "Yes."Desired Settlement: I am willing to pay the extra money(and was in the first place) to receive full coverage(which isn't an acceptable insurance term by itself) WITH the personal injury protection, as long as my medical bills(which aren't such any more) get taken care of.

Business

Response:

January 21, 2014

Revdex.com

1411 K. Street NW, 10th Floor

Washington, D.C. 20005-3404

Re: File Number: [redacted]

Policy Number: [redacted]

Insured: [redacted]

Dear **. [redacted]:

This is in response to your January 11, 2014 correspondence.

**. [redacted] began insuring with GEICO in the State of Alaska on January 22, 2008. When a customer purchases insurance from GEICO, our agents conduct a thorough review and discussion of coverages with the policyholder to insure that they are aware of the coverages that are available, and what coverages they purchased. **. [redacted] did not choose to carry medical payments coverages on his Alaska rated policy. Upon moving to Ohio in 2010, **. [redacted]’s policy was changed to comply with Ohio mandated coverages. **. [redacted] opted not to select medical payments at that time, which is an option in the State of Ohio.

On October 13, 2012, **. [redacted] added a 2010 Mazda with [redacted] Credit Union as the lienholder to his policy. When a customer requests “full coverage” they are usually referring to comprehensive and collision coverage that are normally carried on newer vehicles or vehicles that are financed or leased. Because liability coverage, such as medical payments, is typically not impacted by the age of a car, there would be no reason for our agent to advise **. [redacted] of his lack of medical payments coverage at that time.

On August 26, 2013, **. [redacted] was involved in a collision loss and incurred medical bills. Upon receiving these bills from his health care providers on September 23, 2013 and October 11, 2013, letters were sent on September 25, 2013 and October 14, 2013 advising them **. [redacted] did not carry medical payment coverage on his policy and we could not consider any claim for medical benefits resulting from the August 26, 2013 accident. On December 5, 2013, **. [redacted] called us regarding his medical bills and the adjuster explained to him that medical payments coverage (optional) was not included in his policy. We regret the misunderstanding **. [redacted] had regarding the meaning of “full coverage”. However, medical coverage was not available for his August 26, 2013 loss. If he desires medical coverage on his policy for any future losses, he may contact our customer service department at ###-###-#### or [redacted] at ###-###-#### or [redacted]

We appreciate his patronage and regret any inconvenience he may experience as a result of his unfortunate accident.

Sincerely,

Regional Vice President

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Review: I received mail from Geico stating "There are times when a lucky break comes in handy:" So I called Geico Rep "[redacted]" on Thursday 3/21/13. He informed me of a past due balance of $330.88 from an old account. But not to worry because it can be factored into the new quote. He offered to set me up that day 3/21/13 for a STARTING PAYMENT OF: $147.29 and a continuing monthly payment of $142.29. I told him Sounds Great but I didnt have my bank information ready to set up. He was EXTREMELY PASSIONATE AND WOULD NOT LET ME OFF THE PHONE EASY--stating "I can set you up today if you give your checking account info. I didnt have time. [redacted] said he'd call back on Thrs 3/28/13 to set up a payment to be taken from my checking account on FRI 3/29/13. [redacted] NEVER CALLED.

So I called back on Fri 3/29/13 @ about 5:15p spoke with a Rep who would not honor the ORIGINAL DEAL [redacted] OFFERED. Stating the Reason as their Policy does not permit the associates to do so. I have to pay the old balance first. So the NEW START UP QUOTE IS $500 and change just to Start A New Policy. Ok. Thats great but I already told my old Insurance Company Im going with GEICO. I AM NOW IN LIMBO WITH NO INSURANCE COMPANY TO RELY ON.Desired Settlement: IF GEICO DOES NOT HONOR [redacted]'S ORIGINAL QUOTE AND START UP PRICE AND PROCEDURE, THEN I WANT THEM TO STOP CONTACTING ME VIA MAIL EMAIL PHONE ETC.. NO CONTACT AT ALL WITH FALSE DEALS. AND EXPECT NO PAYMENT WHAT SO EVER

Business

Response:

Please see the attached response.

Review: We have Geico as our insurance carrier, have been with them for many years and have fortunately, never needed to file a claim with them, until October 2, 2012. We were involved in an automobile accident, long story short, the vehicle was totalled and after a very long process, it was paid off (for MUCH less than we paid), we had only purchased the car, 4 days prior.

Everyone was fine, but I had my Daughter transported to a near by hospital as she was complaining of pain. The vehicle that struck us was an unlicensed, unisured motorist. We have uninsured motorist coverage. It has been SIX months since the accident and Geico has still not paid the ambulance bill of $803.90. Luckily, we have medical insurace which covered all of the medical expenses. Now, this ambulance bill has been sent to collections and is impacting my credit because Geico can't get it together to pay one bill. The invoice has been provided to them on 11/26/2012 (it was faxed per Geico's representative's instructions - twice) and it once more on 3/15/2013. We were not provided with the proper forms until February 2012.

There has been ZERO follow up from this company.Desired Settlement: For them to immediately pay all of the monies they owe and settle the claim so we can move on from this and more importantly, so this does not further affect my credit.

Business

Response:

Hello [redacted],

The attached pdf is our response to [redacted]’s complaint.

Please contact me by email or at the number below if you have any problems accessing the file.

Thank you,

Consumer Relations

GEICO Region 10

Phone[redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me becuase their appears to be a difference in how things truly occurred. However, I do not seek anything from the company and wish to have this matter closed.

Thank you for your assistance.

Regards,

Review: geico charged me for an accident TWICE! they owe me.

in sept 2012 geice informed me I was getting a lower rate. when I questioned it, geico said an Accisent fell off your drivers license. a recent trip to DMV revealed no such thing. it is my belief that Geico knowingly falsified and collected money from me for the same accident 2 times!Desired Settlement: I am asking for a full refund of overdue payments already collected.

Business

Response:

Review: My car was parked in a parking lot with permission. I was at my house with my daughter having a barbecue. The car was vandalized or stolen. I have requested new agent,s and a new investigation. I have received no results.Desired Settlement: I want my car repaired and want to know why my rates increased so much and who is the elderly woman [redacted] reported like the cashier at [redacted],a reported

Business

Response:

**. [redacted], attached is GEICO's response to complaint #[redacted].

September 9, 2013

Dear **. [redacted]

Thank you for referring the follow up complaint from [redacted]. GEICO has disclaimed coverage for this loss as reported and claimed by **. [redacted]. **. [redacted]’s complaint states that her car was vandalized or stolen. However, the damage or problems with her vehicle did not seem consistent with a vehicle that was stolen or vandalized and so GEICO investigated further. We took a recorded statement from [redacted] who is **. [redacted]’s adult Daughter and who had custody of the vehicle during the time of the reported loss. **. [redacted] advised GEICO that she had parked it in a store lot and left it there for a couple days. She further advised that the vehicle was in the same condition as she left it when she went to retrieve it. The owner of the Store and parking lot also confirmed this. GEICO has issued a complete disclaimer for the claim as the evidence refutes that any damage occurred,

Please let me know if you need anything further.

Sincerely,

Review: On Sunday July 7th I called Geico to report that my 2003 Honda S2000 was vandalized. One of the reps from Geico entered my statement on their computer. She explained to me that if I go to one of their approved body shops, they would honor their estimate without any issues. I was online while I was talking to her, and I told her that I would be going to [redacted] in [redacted], Arizona. She told me I could go there at any time. On Monday July 8th I went to [redacted] to get an estimate of the damages to my car. I talked to a guy name [redacted] who works for [redacted]. I explained to him that my car was vandalized. He looked at my car and explained to me that the damages from my car being vandalized would be around $8500. He told me in detail what they had to do to fix the problem. [redacted], who works for Geico as a claims adjustor, was present when [redacted] told me the price to fix my car. He also explained to her in detail what the shop had to do to fix the car. We went back inside of the shop, and [redacted] asked me did I make an appointment. I told her no because the rep from Geico said to me I could come in at any time. She told me that I had to make an appointment. Then she told [redacted] to take some pictures of my car with the damages. I left the shop and I made an appointment for Tuesday July 9th at 10am by phone.

I came back to the shop on Tuesday at 10am. I talked to [redacted], and she asked for my keys of my car. I gave her my keys to inspect my car. After 10 minutes, she hands me her estimate. It was for $3,285.10. I asked her why there was so much of a discrepancy of price. The only thing she stated to me was "That was the estimate I came up with". I asked her if I can see [redacted]. She talked to [redacted] for 10 minutes before I was able to talk with him. We sat down to discuss the two different estimates I received. [redacted] only explained to me that he agreed with the estimate that [redacted] wrote. Then he continued to tell me "It does not matter what shop you will go to Geico will only give you a check for that amount". I kept quiet until he was finished. Then it was my turned. I stated to the both of them that was not the estimate I received yesterday, and I went to other shops for an estimate. I continue to say that the other estimates I received was close to what [redacted] gave me yesterday. Every time I tried to talk, both of them interrupted me. I stopped the meeting and talked to [redacted]’s supervisor.

He told me that [redacted] made a mistake because he thought I just wanted the whole car painted. I explained to the supervisor that I did not ask to get the whole car painted, the only thing I told [redacted] was my car was vandalized, I have Geico Insurance, and I wanted to get an estimate on how much would it cost to fix the damages. The supervisor told me that he was sorry on the behalf of [redacted], and himself for the mix up. I told him that the soft top alone would cost almost $1,500, a similar price that [redacted] had of $1800. I showed him a written Estimate from [redacted]. He told me “I had worked with them in the past, and they do very good work. Then I showed him the estimate of $576 from Geico. Then he said to me “I wish I could do something more for you, but Geico has the last say”. I said to him can we have a meeting with [redacted], you, and myself, and he said yes.

[redacted] started the meeting. While she was talking, everyone in the supervisor’s office kept quiet. After she spoke, I started to speak. While I was speaking, [redacted] kept on interrupting me. I calmly said to her that I let you speak without any interruptions please let me speak. So I started to speak again. While I was trying to speak she interrupted me again. I looked at the supervisor, and I told him that they were interrupting while I tried to speak to them earlier. The supervisor at the shop looked at her, and she stated “NO!! I’m not going to let you talk to us like that, everything that comes out of your mouth are lies”. I told her I’m not lying and I have the right to speak, and she said no you don’t when you are lying!!, while [redacted] was laughing about the whole situation. It got to a point that the supervisor stated “We are not getting anywhere, and we need to stop now”. The meeting stop and we left his office. I left his office not knowing the true reason of why there was a discrepancy in the estimates. When I got home, I called and talked to [redacted]’s supervisor, [redacted]. He asked me to meet him later that day at [redacted] at 4:15pm.

We meet at the shop at 4:15pm. While he was looking at my car, he told me that he agreed with the estimate that [redacted] wrote. Then he told me why. He stated “Some of the damages I see on the car were preexisting and not of being vandalized”. I explained to him it was from my car being vandalized. He said no because I no oxidation. I told him I know about oxidation and about my own car, and I said to him that was my car being vandalized. Then he said to me “We can agree to disagree”. Then I tried to give him estimates from other body shops. He told me “No I do not need to see you estimate, and I’m going with the one [redacted] has”. I said to him okay I will have to take legal action, and I proceeded to my car. He said to me “You do not want to settle this”. I explained to him the estimate you gave me that other body shops cannot do at that price. He got mad and left the conversation and proceeded to the building. While he was heading to the building he stated “You need to find your own way of fixing your car, because Geico is not going to fix the car now. I caught up to him asking him that Geico has to do something with my car. He yelled at me to move. I told him please tell me what you’re going to my car. That was when he used his right hand to hit my left and I moved to the side. I asked him not to hit me again. He stated that he was sorry for hitting me. Then I asked for his supervisor’s phone number, and [redacted] gave it to me.

I called his supervisor [redacted] three times and left a detail message and a call back number. He never returned my call. Then I talked to [redacted], she is in charge of looking over and completing the paper work. I filed my complaint with her. Then I explained to her that $3,285.10 is not enough to cover my car. Other auto body shops required more money to only do the listed things that is on Geico’s estimate. [redacted] called and left a voice message saying “I have talked to the other adjustors and they approved the amount of $3,285.10 minus the $500 deductible. Then she goes on to say here do I want this check sent, your house or your auto body shop?” I emailed her that day explaining the reasons of why I cannot accept her offer. She called and left a voice message saying “I’m not going to get any more money, and I’m going to send this check to your house anyways. She ended calling me back three other times with the same threatening message. I sent her another email saying I have the right to refuse the money, and I have the right to take legal action against Geico.

Here is an email that I sent to [redacted]:

Earlier today I received your call for an insurance claim payout to my 2003 Honda S2000. As I have stated last week I will not accept the amount of $3,285.10. That still stands as of today. I have been to different body shops, and they quoted me between $4500 to 5500. That amount is not for the whole car only the damages that are indicated from the written estimate by Geico. Also this does not cover for the cost of the soft top, where I received an estimate of $1,435.27 from [redacted] in [redacted] and a rental car.

The damages I have indicated was not preexisting but do to being vandalized. I made a claim on July 7, 2013. When I made the claim the lady I spoke to stated that if I took my car to their approved Geico body shop, that they would honor the estimate and fix my car to my satisfaction. When I talked to [redacted], who works for [redacted], had an estimate of $8500 to repair the damages he saw on the car. [redacted], who works for Geico, was present when [redacted] wrote and stated the estimate. [redacted] even told him to take pictures of the car, acknowledging what [redacted] had said, and that was on Monday, July 8, 2013. On Tuesday July 9, 2013, [redacted]’s supervisor acknowledged that he made the estimate of $8500. I never asked [redacted] of how much it would cost to get the whole car painted; I only asked for an estimate of the damages he saw from my car being vandalized.

If I cannot receive a fair settlement on this claim, I have no other choice but to take legal action against Geico. Also I will file a complaint to the Revdex.com (Revdex.com), tell people how I was treated, and go to different websites and blogs explaining in detail (Names involved, Phone Numbers, emails, and location of the shop) about the trickery and treatment I received from Geico and [redacted]. I believe this is not the image that the two businesses want to portray to the public, especially how fast news travels from social media.

Please contact me in a timely matter, so we can come to a mutual agreement of the Honda S2000.

[redacted]Desired Settlement: I went to other body shops, and I got estimates of how much it will cost to fix the repairs from the vandalism and color match the paint. It ranged from $6,800 to 8,500, and they did not add the cost of the soft top because they do not repair or replace the soft top. That was the high end. I have been to other body shops where the low end was between $4,500 to 5,500. They would only do the estimate that Geico had and send my car to upholstery shop to have the soft top fixed or replaced. They also told me another 600 to 800 to completely have the car color match with the new paint. I would like to have $5,500. That would cover the paint, repairs, and rental car expense for eight to 10 days at $35.00 a day

Business

Response:

July 26, 2013

Dear **. [redacted]:

We have received your letter requesting assistance on behalf of **. [redacted]. I welcome the opportunity to respond to **. [redacted]’s concerns*

GEICO inspected **. [redacted]’s vehicle on July 9 ,2013, wrote an estimate and determined that the **. [redacted]’s vehicle could be properly repaired based on the written estimate. It accounted for damage that existed prior to his vandalism claim based upon our knowledge of normal wear and our judgment of appropriate repair times and adjustments needed where applicable.

The basis of **. [redacted]’s complaint is that GEICO’s estimate is a different dollar amount than the estimated repair costs quoted by another body shop or shops. **. [redacted] has not shown us the estimates he says he obtained, but we would be happy to arrange a time to review them with him and explain the differences line-by-line. GEICO would also be happy to review our adjuster’s estimate in detail with **. [redacted] and discuss it with him or with the repair facility of his choice before the repair work begins.

Although we understand **. [redacted]’s recollection differs, our claims staff would not have advised him to have an estimate written by a GEICO-affiliated shop or that it would be honored for payment of the claim. There was apparently a misunderstanding of the message that was conveyed to him.

As we noted above, **. [redacted] was not happy with the estimate prepared by our auto damage adjuster and he did in fact meet with both the adjuster and the body shop staff to review the differences. When **. [redacted] indicated he felt that his concerns were not addressed, our auto damage supervisor, **. [redacted], attempted to resolve and address his concerns that same day. Regrettable, **. [redacted] was unable to fully resolve **. [redacted]’s concerns; however, the description provided by **. [redacted] in his complaint of the statements made and actions taken by **. [redacted] are not accurate.

We would like to assure **. [redacted] it has been and continues to be our goal to handle his claim in a thorough and fair manner, and we apologize for any service issues that arose. We also look forward to addressing any and all of **. [redacted]’s future concerns that may arise.

I hope this information is helpful in resolving **. [redacted]’s concerns. If you have any additional questions, please contact my associate, [redacted], at ###-###-####.

Sincerely,

Consumer

Response:

From: [redacted] <[redacted]>

Date: Sat, Aug 17, 2013 at 1:24 AM

Subject: #[redacted]

To: "[email protected]" <[email protected]>

Hello my name is [redacted], and I filed a complaint against Geico Auto Insurance just over a month ago. After I filed my complaint, I talked to [redacted] from Geico over the phone. He wanted to talk to one of the body shops that I received an estimate to repair my Honda S2000. I told him about [redacted] of [redacted] in [redacted], Arizona. He stated that he will give him a call, and he will call me back in a few days. It has been close to a month, and I have not received a call, email, or letter from him or Geico.

Thanks for taking the time to read this letter,

[redacted]

Business

Response:

Hello **. [redacted],

We have spoken to **. [redacted] regarding his concerns. As indicated by the attached notes from his claim, he spoke to Claims Manager [redacted] yesterday. In this case, **. [redacted] has emailed us directly and we will address his remaining concerns with him directly. I also left a voicemail message regarding this as well. Please contact me by email or at the number below if you have any problems accessing the file.

Thank you,

[redacted] Consumer Relations

GEICO Region 10Phone: ###-###-####Fax: ###-###-####Email: [redacted]

Review: My boyfriend and I were shopping for car insurance for him and his vehicle and I requested a quote from Geico to see how much it would be if I added him to my policy. The quote told me that the 6-month premium would be over $2000 and the monthly payments over $400. We decided to continue shopping and found that [redacted] would cover him for approximately $400 for a 6-months and approximately $80 per month. After receiving this quote, Geico forcibly added him to my policy and would not allow me to remove him from my policy until I provided proof that he had other insurance. His insurance is his responsibility, not mine, and I should not be held responsible for obtaining that coverage for him. He was not able to afford purchasing insurance until he got paid a couple weeks later, at which time we provided Geico with the appropriate documentation and had him removed from my policy. I voiced my concern with multiple Geico representatives and their supervisors over the course of several days about the illegitimacy of how my monthly payment had gone from ~$80/month to ~$140/month even after removing him. They said I was being charged because they had covered him for that time, which I told them I did not authorize and it was not a valid charge. The Geico representatives refused to adjust the charges fairly and told me that "no one can do anything about it." I find it ridiculously hard to believe that no one in that entire company can adjust charges to be fair to the customer, not to mention the one supervisor got rude, so I cancelled the policy. When I cancelled my policy, I inquired as to what would happen to the remaining 3 monthly payments of ~$140 and I was told that the last 2 would disappear and I would be charged a pro-rated amount of the current month's ~$140 payment. Then I received a bill in the mail for ~$240, which is not a pro-rated amount of ~$140. When I called to inquire about this, I was told I was responsible for the entire amount of the services I did not authorize or consent to. I was again told that "no one could do anything" to correct their gross error and negligence and I "would just have to pay it."Desired Settlement: I would like Geico to rescind the charges for adding my boyfriend to my policy as this was not something I authorized or agreed to; I only asked for a quote, not to add him or his vehicle to my policy. I would happily agree to paying the pro-rated amount of my ~$80 month payment for my final month with Geico.

Business

Response:

June 16, 2014

Review: I was involved in an accident where the other party was ticketed for failure to yield. Geico has arbitrarily determined that I was 30% responsible for the accident and as such reduced my claim by the same percentage. I might add that BOTH cars were insured with Geico. I have spent a lot of time on the phone with their "customer service" rep to no avail. I want them to pay the full claim as I was not at fault according to the police.Desired Settlement: Just pay the full claim, I paid the full insurance bill.

Business

Response:

Please see the attached response.

Review: This is the second complaint I have to submit about the crappy Customer Service that I have received from Geico's claims. It has been a roller coaster ride of lies from your reps and the effective devastation of my credit rating.

Previously, the complaint about the rep that lied to me and allowed the medical billings to go into Collections, had lapsed, because my elder father was in a car accident and I needed to help him instead of continue to fight a lying company. I had to continue with real life. Now we are back to the same issue with the bills not being paid. This time I took snap shots of the claims page, so you can't lie and remove the files. I learn from before to record EVERYTHING, while dealing with the company.

Again, a bill is now in collections, I have collection agencies calling me day and night after I had sent another copy of the bill, sent a note from the site and spoke with Tabitha. Now, again this is going to my credit bureau and [redacted] credit is refusing to remove it. I did what I was suppose to do. I've had the medical facilities send the information, I uploaded and faxed copies, and spoke to your reps. Put in complaints with the Revdex.com.... What else can I do? Other than hand deliver the documents. I can't keep stopping my life for the lack of service that this company provides.

After this is settled, I leaving this insurance company after being with them for almost 10 years. The first accident ever and this is how I'm being treated. My credit is shot, I haven't been reimbursed for the bills I paid out of pocket and MY CREDIT is TANKED. When I do go to another insurance company, I'll have to pay more, because my credit is now shot. I should have expected this from a company that has to use a fat Pig, a Dirty Camel and Lying lizard (sorry Gecko)? To say, I'm upset would be such an under statement.Desired Settlement: At this point, I just want to settle the claim and never deal with Geico ever again. I had been a loyal customer for almost 10 years even after they continued to raise my rates year after year, with no tickets or accidents. This is the first time I had to put in a claim with them and this is how I'm treated. I still need to do physical therapy, but I don't want to continue to fight with Geico, for a service that they commercially advertise as EASY. It has been everything opposite to what they advertise. I'm sick of dealing with a non-compliant company that only wants your money and don't want to deliver the service.

At this point, my credit has dropped. I'm upset, depressed, infuriated, traversed, and literally sick to my stomach. Each time [redacted] credit has sent me a bill, I've thrown up and been depressed. I've cried over this, because each time it goes into collections, that's more of my credit going in the drain. In this electronic world, it shouldn't take Geico staff months or weeks to pay a bill.

If this company is being paid to "Insure" then shouldn't I; as a paying customer, have gotten some "Assurance" from my "Insurance"? This seems to be too complex for the staff at Geico.

Business

Response:

October 22, 2014Dear [redacted]:Thank you for your October 14, 2014 inquiry.Pursuant to your request we reviewed the claim in question. Our records reflect a previous inquiry dated July 8, 2014. As indicated in the prior response, we paid all bills pertaining to [redacted]’s treatment for the loss which occurred June 5, 2013. We reviewed original bills sent as well as the billing notices presented by [redacted] which she received from [redacted] Collections to reconcile all payments. [redacted] 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 [redacted]. 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[redacted], at [redacted],Sincerely,Carl T Assistant Vice President

Review: WHILE I WAS INSURED WITH GIECO I HAD A ACCIDENT INVOLVING A DEER WHEN I CALLED GIECO THEY TOLD ME TO TAKE IT TO [redacted] PAINT AND BODY,THE CLAIMS ADJUSTER WOULD BE THERE THEY GAVE ME AN APPOITMENT. I TOOK IT THERE BECAUSE THEY RECOMMEND THAT SHOP, THAT WAS ONE OF THEIR AUTHORIZED PAINT AND BODY SHOP. EVERYTIME I PASS BY THE SHOP I SEE GIECO VECHILE CLAIMS CAR AT THAT SHOP. THIS IS A AUTHOURIZE DEALER. THEY TELL ME I COULD HAVE TAKEN IT ANYWHERE , BUT THEY RECOMMEND THIS PARTICULAR SHOP SO WHY NOT TAKE THE TRUCK THERE. THIS SHOP DID A SHADY JOB AND NOW THEY WANT STAND BY THIS WORK , I HAD TO TAKE THE TRUCK BACK TWO TIMES TO GET THE PAINT RIGHT AND IT IS STILL PEELING AND CHIPPING OFF, ONLY ON THE RIGHT SIDE PASSANGER DOOR WHERE THEY WORKED ON IT. GIECO SUGGESTED THAT I HAVE IT PAINTED AND PAY FOR IT MYSELF I HAD INSURANCE, I SHOULDNT HAVE TO PAID FOR A SORRY JOB AGAIN. [redacted]Desired Settlement: DesiredSettlementID: Replacement

TO HAVE MY DOOR PAINTED BY ANOTHER BODY SHOP AT THEIR EXPENSE. I'AM A SENIOR CITIZEN I CANT AFFORD TO PAY FOR ANOTHER PAINT JOB THAT WAS NOT MY FAULT, AND WAS NOT DONE RIGHT IN THE FIRST PLACE.I'AM ON FIXED INCOME.

Business

Response:

March 14, 2014Dear [redacted]:Thank you for your March 10, 2014 inquiry.At the time this claim was first reported [redacted] was given the choice to have her vehicle repairs completed at any repair facility of her choosing. She ultimately decided to use [redacted]’s Paint & Body which is a repair facility in our guaranteed repair program. [redacted]'s Paint & Body repaired [redacted]' 2002 [redacted] in November of 2005.[redacted]’s completed the necessary repairs to the passenger side and also replaced the pinstripes on that same side. Approximately one year later [redacted] brought her vehicle back to [redacted]’s for some minor paint chipping of the passenger-side fender and the passenger-side front door. [redacted]’s repaired the paint chips for those two areas free of charge. Recently, in January 2014, [redacted] brought her vehicle back to [redacted]’s Paint & Body due to the paint peeling in a few areas on the passenger-side front door only. The vehicle was reinspected by our adjuster and the shop manager.When the original vehicle repairs were completed in 2005 the passenger-side front door was replaced with a brand new door. However, when the vehicle was reinspected in January the door was found to have been repaired since the original repairs in 2005. The passenger-side front door has newer paint over body-filler and there are also newer pinstripes present. The remainder of the passenger side still has the older stripes and older paint used in the 2005 repair.At this time neither we nor [redacted]’s Paint & Body feel anything is owed towards the refinishing of this passenger-side front door. It is evident in the past six years since the vehicle was brought back to [redacted]’s, some additional paint and body work has been performed on the passenger-side front door, and it is this repair which is causing the concern.We trust this information is sufficient for you to close out this complaint accordingly. However, if you have any additional questions or concerns regarding this issue, please feel free to contact [redacted], Auto Damage Manager, at ###-###-####.Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: [redacted] is the only company I have ever taken my truck to, why would I take my truck anywhere else to be painted when I have insurance. I' am sure this is not the first complaint you have received against This company. I had a stripe put on the left side because [redacted] had put a stripe on the right side," no" I 'am not satisfied the paint on the right side continue to flake and peel off. it look terrible this is cruelty to a senior citizen the only thing I did wrong was taking my truck to [redacted] paint and body.

Regards,

Review: I was a customer of Geico for auto insurance for several months and I used auto-recurring billing - they would take the amount of the next 6 months of insurance payments out of my credit card automatically every six months, with an email reminder about a month before and then about a week before. In December of 2013, my very old car finally died and as I was trying to decide whether to fix it or junk it, I got the reminder from Geico that it was about to take out the payment for the next cycle - on Jan 11th. I looked around for other quotes, tried to find out what it would take to fix my car, and finally decided to let it go (I had only bought it for $500, then put about $1200 into it over the 2 years I owned it to keep it minimally running). I got another reminder email from Geico around Jan 1 and later that week, I went online to my Geico account and cancelled the automatic billing so they could not take out the next cycle of payments. I then let my vehicle registration expire and moved the car off the street into my private parking spot so it would be legal. As far as I knew, my insurance policy would lapse and I would junk the car when I figured out the best way to take care of it, but there was no rush because it was off the street.

Just this week, I got an email from Geico that it was time for my next billing, July 11th - I went onto my account online and saw that not only was the auto-billing still active, but they had apparently billed me January 11th even AFTER I had cancelled the auto billing and should not have had access to my credit card. I also looked through my old emails and they had NOT emailed me to confirm or notify me of the billing transaction on January 11th, which is why I had no idea it had happened. I called Geico customer service immediately this morning after seeing that they had charged me January 11th and my auto-billing was mysteriously active again, and they told me they could not help me because I didn't have a junk receipt or a receipt that I had turned in my tags - although I did mention that I could prove that my registration lapsed in January and my tags were expired, but they said it didn't count if I didn't turn them in. But if I had driven the car after the tags were expired, I would have a pile of tickets to show for it, because this is Chicago and they don't have any mercy on expired tags. I can also prove a series of conversations I've had since then with my fiancé and others, that I had let the insurance lapse and I was trying to find the most profitable way to junk it but I was putting it off because I didn't have time to deal with it yet. Geico told me that the best they could do was back-date my insurance cancellation by 30 days, but that is not enough - I'm out $310 and it is in no way my fault that their online system failed to complete my auto-billing cancellation. It was definitely not an error on my end, because I am an intelligent, functional adult and I know the difference between completing a transaction online and not completing it, and I had no way of knowing it had not gone through. I have not used ANY services from Geico, and further, I can prove that I never went on their website and printed or retrieved any insurance ID cards for this cycle, which I also did every other cycle I was buying insurance from them, and which I could not drive without. There is no good reason I would suddenly stop going online to check my account, stop printing my ID cards so I could be at risk if I were driving - except that I was under the impression that my policy was lapsed and cancelled. Please help me get resolution from this, as I cannot afford to just lose $310, and Geico did not perform any services to deserve taking my $310. I believe their website or website admin failed to complete the transaction of canceling my auto-billing, and now I'm the one paying for it.Desired Settlement: I would like simply to be refunded my $310. I did not intend to purchase this 6 months of auto insurance, I can prove my registration was lapsed and I never printed the ID cards, and I did not use any services from Geico to warrant any argument on their part to their keeping it. If they want any hope of honest business relationships, they owe it to their customers to take responsibility for website errors and refund money when it is very clear there is no misleading activity on my part - I'm clearly not trying to steal from them or defraud them, I never knew they had billed me for this cycle in the first place. If their intentions are not to steal people's money but rather to conduct business, there should be no reason for them not to refund this charge.

Business

Response:

[redacted]

Review: I filed a complaint on 02/04/14 and have yet to be contacted by the adjustor or provided any form of service. I have left multiple messages and spoke to the customer service representatives on multiple occasions and they continue to ignore my claim.Desired Settlement: I would like for them as my insurance company to pay for my claim. I would like have a phone call from the adjustor with when my car will be moved and when they will pay for it. Not having a car for a month is not acceptable considering they haven't done a single thing.

Business

Response:

March 20, 2014

Dear [redacted]:

T[redacted] you for your inquiry of March 6, 2014.

On February 4, 2014, our policyholder, **. [redacted], reported that her 2010 [redacted] had been damaged by collision. Because **. [redacted]’s vehicle was located in an area where we have no staff adjusters, we requested that she obtain an estimate of repair from the shop of her choice and forward the estimate for review. After receiving a repair estimate, we determined **. [redacted]’s vehicle to be a total loss and obtained permission to move it to a local salvage facility for a physical inspection.

On March 8, 2014, our Auto Damage Adjuster, [redacted], inspected **. [redacted]'s vehicle and confirmed that it was a total loss. In order to ascertain the vehicle’s actual cash value, **. [redacted] obtained a market valuation report from [redacted]. The market valuation report, which is based on locally available, comparable vehicles adjusted for mileage, options and condition, provided an actual cash value of $13,244.38 less **. [redacted]’s $500.00 collision deductible for a net settlement of $12,744.38. **. [redacted] has accepted settlement value.

We sincerely apologize for any inconvenience or delays **. [redacted] experienced during our handling of her claim. We are prepared to make settlement as referenced above as soon as the title of the vehicle is received. Should you have any additional questions, please contact our Auto Damage Manger, [redacted] at ###-###-####.

Sincerely,

Review: I am been billed for a insurance for a vichle that is not in my name. They are requesting that I provide documents for a car that is not mine. I have explain that I cannot get 3rd party information and provide to them. It is against the law for me to get information from someone else's business.Desired Settlement: My desired outcome is to have this removed from my credit

Business

Response:

March 14, 2014

Dear [redacted]

We received your correspondence dated February 19, 2014, regarding the above-noted complaint. We have not included any personal identifying information in our response as you requested. We attempted to contact our insured to discuss her concerns; however we were unable to reach her.

On March 24, 2009, our insured’s spouse contacted us, stated that he and our insured were separated, and requested his own policy for one of the insured vehicles in his possession. We removed his vehicle from the policy, and his spouse maintained the original policy with the remaining vehicle.

On March 25, 2009, and April 7, 2009, we attempted to contact our insured to update her policy, but we were unsuccessful. The policy non-renewed effective June 4, 2009, for non-payment of premium, with a balance of $ 191.53 for coverage provided through June 4, 2009. We have no record that our insured attempted to contact us prior to June 4, 2009, to cancel her policy.

Our insured called us on July 14, 2009, and advised us that that the vehicle insured on her policy had been repossessed, and requested that we backdate the cancellation of her policy. We requested documentation that the vehicle was repossessed, which she agreed to provide. Our insured contacted us again on October 22, 2009, and stated that she never had possession of the vehicle listed on the policy prior to its repossession, and requested that we contact her estranged spouse to obtain the documentation. We attempted to contact her estranged spouse to obtain this information, but we were unsuccessful.

Since our insured was a named insured on the policy, she remains responsible for the balance of $191.53. We remain willing to backdate the cancellation of her policy if she provides us with documentation that the vehicle was repossessed prior to June 4, 2009. We trust this information is sufficient to allow you to close your file. Please call [redacted], Customer Service Director, at ###-###-####, if you have any further questions.

Sincerely,

Review: I have never had to do this before so I’m not quiet sure how to go about it. Basically I wanted to let you know the horrible experience I’ve had with GEICO. I have been a customer with them for over a year. I’m a young, single mother and just recently had a new baby and fell on hard times from being out of work with my new child. I missed my last payment with GEICO in Dec. and they canceled my policy, although I had never missed or had a late payment before that. I just got back to work not that long ago and of course with tax season I was able to get myself caught back up on some of my bills. I had not driven the car since it was uninsured but on Feb. 24th, I had to go out and get my youngest baby a prescription because he's been very sick. I could not wait for someone to take me, so I made the bad decision of driving. I completely understand that's my fault. The roads on 93 were bad, and I got into an accident with me and all my children in the car. Thankfully no one was hurt and there were no other vehicles involved. Now I called GEICO as soon as I returned home & explained what had happened to a man named [redacted]. He was very nice and understanding to my situation, he took my past due payment, and also reinstated my current policy. Never once did he tell me I was not insured same day. He also told me and I quote “GEICO will take responsibility for this accident” I was ecstatic! Seeing how I could never afford to fix it on my own. He then transferred me to the claims department where I spoke with a female, she told me the same exact thing with the exception that I might not be covered for a rental vehicle but that was something I could speak with my adjuster about in the morning. Also, while I was speaking to her the state trooper from the scene of the accident asked me where I wanted to have the car towed to. Originally I was going to have it towed to my apartment seeing how I didn't think it would be covered, but the lady reassured me they were going to cover it so I had it towed to an auto body shop. Now this was Sunday, Monday comes and I didn't hear from my adjuster who was named [redacted]. So I decide to give her a call, both [redacted] and the other female failed to mention to me that [redacted] was going to be out of the office all week. So I spoke with a women named [redacted]. She told me she didn't know much about the claim only that the under writers were going to review it and call me back. Tuesday, Wednesday nothing didn't hear from anyone. I call and email them to only get back a response that says the under writers are reviewing it. Thursday and Friday still no call. Now Friday night I’m pretty frustrated since the car is at a shop getting charged by the day and I have no rental to get to and from. Finally Friday night I get and Email saying they were not going to cover the accident because my insurance was reinstated on the 25th. Now I paid the 24th, and they took the money the 24th, so I was confused. I call and speak with [redacted], who then tells me that GEICO does not insure same day, now this was news to me since no one I spoke with before this told me this. So I'm upset and I ask him “If I were to cancel coverage with your company do I get reimbursed the money I’ve paid” he tells me yes I would get a refund. Never did I say to cancel, it was only a question. After speaking with him I asked him to transfer me to a supervisor, he transfers me to [redacted] a supervisor of his department. She was very helpful and understanding, she told me she would do her research to figure out exactly what was said and how it could be resolved because if someone did in fact tell me it would be covered, well then it absolutely should be. She tells me [redacted] will call with all the details Sunday since she would be out of the office until Monday. Sunday comes around and no phone call. I think maybe she made a mistake and meant Monday so I brush it off. Now yesterday witch is Monday, still no call so I decide to call. I speak with first [redacted] and she tells me [redacted] is supposed to call me at 3:30. Great! So I decide to wait around for the call, but I also need a rental because I have a meeting for my job that night, so I was going to pay the rental out of pocket. When I call Enterprise they need my insurance information to make sure I have full coverage. When I go to sign on to the GEICO website, it says I don't have access. So I then call back and speak with [redacted] who tells me my policy was canceled on Friday the 1st. I'm thrown off guard since I never asked for it to be canceled, so I think its a misunderstanding and asked to reinstate the policy as was, she then quotes me a premium of twenty one hundred and some change, four hundred dollars more then my original policy. I ask her why and she says because of lapse of insurance from the 1st to the 4th. I said never mind I want a supervisor. I speak with [redacted] a supervisor who was great. He reinstates my policy as if there was no lapse in coverage because he looked in the notes and NOWHERE in them did it say I requested a cancelation. He also says he agrees 100% with me that I should be covered due to all that I've gone through and the fact that I was told by 2 employees. He told me he was going to investigate on his own, and contact the claims department. Finally in the afternoon I get a call from [redacted], first time I’ve spoke with her during all this. She just says that there's nothing she can do, the claim will not be covered, plain and simple. I tell her about [redacted] and she tells me “[redacted] is not the one who makes that call” but she advises me to wait for [redacted] phone call and get back to her. Now if you couldn’t already tell, [redacted] never got back to me. I call this morning and try to get in touch with [redacted] and now she too is out of the office until March 10th. So basically my complaint is they haven't honored what they told me with the first official phone call, they haven't been consistent in keeping in touch with me, or having the people contact me who are supposed to. They have basically made me feel as if my situation is not important. I guess I’m just hoping that you can help me in some way fix this. Thank you very much for taking time to read this, and I hope to hear back from someone soon.Desired Settlement: I would like them to honor there guarantee of fixing my car, also I want them to pay for my rental car and the time its been sitting in a repair shop waiting for them to come out and look at it.

Business

Response:

Please see attached PDF response.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

They CLEARLY told me on the 24th of February that they would cover this claim. I would not go through all this trouble if I was making it up. I think there employees made a mistake in telling me this, and they are trying to cover it up for them.

Regards,

Business

Response:

GEICO has responded to the allegation in the rejection in the origional response.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

They set up a policy for me and said a payment would be drafted from my account and that the next payment would be 2 weeks from that date, the next day they pulled a second payment and then between the many different ppl I talked with daily over a 2 week span, about half the time they said I would be refunded the money they took plus the over draft charge, the other half the time they said they would not refund the money they took or the over draft charge and then said that because the next payment was almost due they would just keep my money.......
They will not even refund my money even though they admitted to me on the phone that it was their mistake. I am now in the hole over $75 because of their mistake.
I have talked with several friends about my problem with GEICO and almost everyone of them had similar problems and just walked away with out trying to get their money because they couldn't get their problems resolved either. Other friends said that the GEICO had almost doubled their policies, because they switched cars.
I have not once heard anything good about GEICO.
On a personal Note, they claim to support the Service Men and Women, and Vet's, they keep telling you Thank You for the service, but they do not care how much you sacrificed for their freedom, when it comes to basically stealing your money. Do your self a Favor and stay clean away from GEICO.
And for those who don't know (I just found out) GEICO is an Acronym for Government Employee Insurance CO. I just thought it was a spin off of the Gecko Lizard name.

Review: HORRIBLE EXPERIENCE!

I am a customer (insured) of Geico insurance. My car was in a accident (hit and run). I reported my damage to geico, and instead of being taken care of with excellent customer care, I was given pure HELL. I was initially told that my vehicle would be repaired.. then I was told DAYS later, that they have to complete an investigation. After about 3 additional days, I was told that the investigation has been concluded and I need to provide a police report. I provided the company with the police report, to only be told that I DIDNT need to police report, and my damages will be paid for. All of these conversations are from myself calling into GEICO. No one had ever called me to keep be abreast of my situation. The following day, I called to check on the repairs and payment, to only be told that they are still investigating. This has been the most frustrating experience of my life. I have NEVER filed a claim before. I have never been treated with such disconnect and disrespect. I am in another state on business, with no way and getting back home to my family, and GEICO has shown me no empathy. IS this the way to handle business? Is this the way to retain customers?Desired Settlement: I would like to have my vehicle repaired.. AS MY POLICY STATES.

Business

Response:

Attached is our response to complaint ID [redacted]

Review: GEICO WITH OUT MY PERMISSION DELETED ONE OF MY VEHICLES,WHEN RECIEVING MY NEW INS CARD I NOTICED THE VEHICLE WAS NOT ON THE NEW CARD.

GEICO ADMITTED DELETING ONE OF MY VEHICLES WITH OUT MY PERMISSION. I NOTICED THE VEHICLE WAS NOT ON MY NEW INS CARDS SO I CONTACTED CUSTOMER SERVICE AND THEY EXPLAINED TO ME THAT THEY MISTAKENLY DELETED MY FORD TAURES IN NOVEMBER WHICH IS 1 MONTH AFTER I PURCHASED THE VEHICLE. IT WAS IN MARCH THAT I RECIEVED THE NEW CARDS SO I CALLED THEM AND WAS TOLD THAT I OWE A BALANCE OF $394.33 BECAUSE THEY NEEDED TO CHARGE ME FOR THAT VEHICLE FROM NOVEMBER TO PRESENT TIME EVEN THOUGH THE VEHICLE WAS TAKEN OFF THE POLICY AND NOT COVERED! NO DAMAGE WAS DONE TO THE VEHICLE IN THAT TIME. BUT I WAS TOLD I STILL NEEDED TO COVER THE INSURENCE FOR THAT TIME PERIOD. I THEN GOT A NOTICE THAT THEY WERE DEBITING $618 FROM MY ACCOUNT FOR THE MONTH OF APRIL, WHICH I STOPPPED AND CANCELLED MY POLICY. I EXPLAINED WHAT HAPPENED TO ANOTHER CUSTOMER SERVICE REP AND TOLD HIM I DID NOT FEEL I WAS RESPONSIBLE TO PAY FOR A MISTAKE THEY MADE BECAUSE MY VEHICLE WAS NOT COVERED DURING THAT TIME. THEY DID NOT AGREE AND I KEEP RECIEVING BILLS IN THE MAIL FOR THE AMOUNT OF $394.33 MY POLICY NUMBER IS [redacted]Desired Settlement: THE SETTLEMENT I AM SEEKING IS FOR THIS BILL TO BE DISSOLVED AND TAKEN OFF MY CREDIT!

Business

Response:

July 23, 2013

Review: On 11/16 2012 I Bought other Auto insurance from [redacted] insurance company because GEIGO Auto Insurance was Too expensive. so Gieco cancels my auto insurance 12-06-2013 sends me a bill for 60.96 dollars l for coverage.

I sent the proof of insurance twice instead of canceling the bill turned it over to collection services [redacted] ,,MA [redacted]. I consider this harassment especially when I sent the proof twice That I had other Insurance.Desired Settlement: Remove My name from the credit collection agencyand stop the harrassment and cancel the 60.96 debt I do not owe.

Business

Response:

February 21, 2014

Dear **. [redacted]:

We have received your letter requesting assistance on behalf of **. [redacted]. I welcome the opportunity to respond to his concerns.

On October 2, 2013, **. [redacted]’s policy renewal was prepared for his upcoming term, November 16, 2013 to May 16, 2014. Paperwork was mailed the following day containing a monthly installment bill in the amount of $83.84, due October 17, 2013. Prior to this due date, **. [redacted] contacted us on October 11, 2013 to add a 2002 [redacted] to his policy and a pro-rated increase of $332.26 was applied to his policy balance. The $332.26 is made up of $53.86 for the changes to the current term of October 12, 2013 to November 16, 2013. The remaining $278.40 is for the changes for upcoming November 16, 2013 through May 16, 2014 term. **. [redacted] then paid the $83.84 installment at our website on October 14, 2013.

Based on the addition of his [redacted], an updated installment bill was sent to **. [redacted] on November 2, 2013 in the amount of $235.50 due November 16, 2013. When no payment was received a cancellation notice was mailed Post Office Receipt Secured (PORS) on November 20, 2013, advising that coverage would cease on December 6, 2013, if a payment was not received. As he indicated in his letter, no payment was received so **. [redacted]’s policy cancelled for nonpayment of premium as of December 6, 2013. This left an unpaid balance of $60.96 on his policy to provide coverage for the 1999 [redacted] and 2002 [redacted] from November 16, 2013 to December 6, 2013.

On January 6, 2014, we received a letter from **. [redacted] which indicated he had obtained insurance with another carrier and did not owe the unpaid balance of $60.96. Unfortunately, since his policy had cancelled for non-payment, we needed to confirm coverage for his vehicles prior to backdating his policy cancellation. We contacted **. [redacted] on January 10, 2014 and left a message explaining we would need additional information to address the unpaid balance on his policy. We did not hear from **. [redacted] until February 7, 2014 when we received a letter with an [redacted] Insurance Company identification card. The enclosed card only indicated coverage for the 2002 [redacted] effective November 16, 2013. Based on this, **. [redacted]’s policy was then adjusted to remove coverage for the [redacted] as of November 16, 2013. This change left an unpaid balance of $39.50 on his policy since we were still maintaining coverage for his 1999 [redacted] from November 16, 2013 through December 6, 2013.

We sincerely regret the difficulty this matter has caused **. [redacted]. If he obtained coverage for the 1999 [redacted] prior to December 6, 2013, he can fax confirmation of coverage to ###-###-#### or email it to [redacted] and we will review the documentation upon receipt.

For your review, we have enclosed the documentation **. [redacted] sent to us. I hope this information is helpful in resolving **. [redacted]’s concerns. If you have any additional questions, please contact my associate, [redacted], at ###-###-####, extension [redacted].

Sincerely,