Geico Corporation

Review: On April 25, 2012 my 2005 Kia Sorento was involved in an accident with [redacted] who was insured under Geico Insurance. My son’s father [redacted] was driving my Sorento and as we were leaving the parking lot [redacted] backed into my vehicle causing considerable damage to the right fender. We immediately called the police but because we were on the property of [redacted] this was considered private property and we were advised to exchange insurance information.

I reported the accident to my insurance company [redacted] and spoke with adjustor [redacted] and was given claim number [redacted]. I also spoke with Geico claims adjustor [redacted] of the Geico Texas office with phone number [redacted] ext. [redacted] and was provided claim number [redacted]. Both [redacted] and I spoke with [redacted] of [redacted] Insurance and gave our recorded statements and I emailed pictures to confirm the damage. On 4/30/12 I was advised that [redacted]’s liability claim was denied by [redacted] Ins. In May I received a letter from Geico denying my claim stating that they believed the driver of my vehicle was at fault.

After hearing the results I was advised by [redacted] that they were going to Arbitrate against Geico Ins to prove that I was not at fault. I took my car to [redacted]’s Collision Center on [redacted] and received an estimate of approximately $1794.96 in damages. I received an arbitration date of October 26, 2012 and approximately 2 weeks later I received a letter and a check for $500 from [redacted] stating “We were successful in proving 100% liability versus Geico in inter-company arbitration. This check represents your deductible incurred in the accident”

On March 18, 2013 I dropped my vehicle off at [redacted] on [redacted] and [redacted] Rental car was there to pick me up. I was advised that the repair should take about one week and the price of the rental car for one week would be approximately $157. On March 20, 2013 I received a call from [redacted] with [redacted] center stating that everything was taken apart but they found inter-structural damage behind everything. There would be a difference of $1600 from the original estimate and an additional 4-5 days for repair time.

On March 28, 2013 I called [redacted] Center and was advised that they had just received the last part needed for repair but this pushed the repair completion until the first week of April 2013. This means that I would be paying for 2+ weeks for the rental car. On March 29, 2013 I called [redacted] insurance and spoke with [redacted] to determine who is responsible for the rental costs and unfortunately, since my [redacted] agent did NOT add rental until after the accident I would need to contact Geico to request reimbursement.

I called Geico and spoke with [redacted] who advised that although [redacted] won the arbitration they still felt like the driver of my vehicle was at fault and they would not reimburse the rental costs. I am filing this complaint because I feel that the arbitration was able to prove that I was not at fault and I am hereby requesting FULL reimbursement or payment of $456.35 for the cost to rent the car from [redacted] for 3 weeks while my vehicle was being repaired.Desired Settlement: I am hereby requesting a FULL refund of $456.35 which I had to pay for the rental car from [redacted] for 3 weeks while my vehicle was being repaired as a result of the damages caused by the insured party with Geico.

Business

Response:

May 8, 2013

Revdex.com of Metropolitan Washington DC and Eastern Pennsylvania

1411 K St. NW, 10th floor

P.O. Box 149104

[redacted]Washington, [redacted]DC [redacted]20005-3404

Attention: Anita Horne

RE: CASE NUMBER: [redacted]

COMPLAINANT: [redacted]

INSURED: [redacted]

CLAIM NUMBER: [redacted]

POLICY NUMBER: [redacted]

DATE OF LOSS: April 25, 2012

COMPANY: GEICO General Insurance Company

Dear [redacted]:

Review: I had made arrangements for my insurance bill to come out of my checking acct on 9/13/2013. I have confirmation of this transaction was acceptable. Geico took the money out today 9/6/13 of my acct.

When I called to have this money put back into my acct. I was unable to talk to any one in acct receivable the manager was rude. "[redacted]". I tried to explain that I needed it back into my acct today

but he was not hearing any of that. He told me to file a complaint with my bank.Desired Settlement: My money back into my acct.

Business

Response:

September 12, 2013

Review: I had Geico homeowners insurance on a home in [redacted] PA. I sold the home and closed on 4/30/13. In May I received a letter from Geico for renewal of the policy and called them on 5/22 to explain that I had sold the home and no longer needed the policy. I was told that I was due a refund of over $700.00 and that a check would be sent to my new address in 2-3 weeks. Two weeks had passed and I had not received the check so I called and asked for an update. I was told that the check was processed on 5/24 and sent so I should have received it and that if I did not receive it by Friday of that wek, to call back. I called back on Friday and spoke to [redacted] and explained that I did not receive the check. He looked and saw that the check had not cleared their account and he advised me that because it was late in the day on Friday, he would have a call back placed to me on Monday and he advised me that he set a reminder for the call back. I did not receive a call back on Monday during business hours so I called on Monday around 7:30 PM. I was told again that the check was sent on 5/24 and explained again that I had not received it. I was asked again for my phone number and provided it. I asked that the check be reissued to me and was told that in order for a check to be reissued, I needed to wait until after 6/24 because they cannot reissue a check unless it has been at least a month. I explained that this was my money that they were holding and that they verified that the funds have not cleared and it was jnot acceptable for me to have to wait longer for them to clear this issue. I asked to speak to a manager and the person that I was speaking with told me that there was no point in that because a manager was going to tell me the same thing that I was already told. I asked again to speak with a manager and explained the situation. The manager told me again that I had to wait for a check to be reissued and I again asked that they do something to fix the problem. I had no faith I was going to receive the new check since I have not received the old one. I asked to speak with this person's manager and was told that there was nobidy available. I asked for the check to be sent to me via FedEx so I can track it or for the funds to be wired into my accout and was told that it was not possible. The manager I was speaking with said that he would have his manager give me a call back the next day. He asked me AGAIN for my phone number and I provided it again. Again, I did not receive a call and to this point, I have not received the funds due to me.Desired Settlement: At this point, I would like a refund check sent to me in a way that I am able to track or would like to have the funds wired to my account.

Business

Response:

June 27, 2013

Dear [redacted],

Thank you for the opportunity to address your billing concerns to GEICO Insurance Agency, Inc. I apologize for any inconvenience you have endured while awaiting a response that speaks to your [redacted]s refund for your homeowner policy.

I have been made aware that you have spoken to a supervisor in our [redacted] office. It has been confirmed that the [redacted]s billing department has put a stop payment on the original refund check sent to you and have issued another check in the amount of $718.00. This check was mailed via Federal Express overnight delivery to you. The tracking number for this delivery is [redacted] and should be delivered tomorrow, June 28, 2013.

Again, we apologize for the delay of the refund check and appreciate your patience. We look forward to assisting you with your insurance needs in the future.

Sincerely,

GEICO Insurance Agency, Inc.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: It is with much disappointment and frustration that I write this letter to your organization regarding my policy and a recent adjuster’s performance. My experience has been one of being “shoved over to the next adjuster. There are several issues that need to be address with my claim process. My vehicle has been in an auto body shop for several weeks. The allotment for a rental was exceeded due to the hold on Geico’s payment to the auto body shop. In addition, when my vehicle was returned to me, the headlights were incorrect – wrong color/different shading. It’s been over five weeks and my claim adjustor has failed to follow up with timely calls on the progress of the adjustments, no resolution to the excessive hold on my vehicle, leading to an UNNECESSARY out of pocket expense for the auto rental.

To follow is my record detailing the sequence of events: I am sure that if you would have experience the level of neglect, unprofessionalism, the lack of response to numerous calls, the neglectful repair and imposing of unnecessary costs for a rental, would certainly raise an eyebrow to the type of service provided by Geico and its vendors.

Event record:

-6/17/2013: Dropped my car at [redacted] / called Geico [redacted] insurance the same day / Obtained a rental from [redacted]

-Geico representative provided me with a direct contact for an adjustor who was supposed to be visiting [redacted] by 6/19/2013 within two days. No one from Geico came to the auto body shop the week of 6/17/2013. A whole week passed and no one showed up. I called the adjuster left voicemails. The second week passed and it’s the same thing. ([redacted]) – This is unprofessional and neglectful by the adjustor. If he was too busy or unable to handle my claim, I should have been notified and reassigned to another adjuster, not left “on hold” indefinitely.

During week #3, I was assigned to a different adjuster - [redacted]. He showed up at the body shop, middle of the third week, approved a partial check to the auto body shop and requested for the shop to take the car apart in order to do a complete assessment of the damages. He promised to be back the next day…that never happened. **. [redacted] finally showed up towards the end of week 4. It appears that there is a disregard for the importance of my vehicle being appropriately assessed and the returned to me within a reasonable amount of time.

The shop started working on my car week 5 and my rental coverage was only for 30 days which was already up. This lead to an unnecessary out of pocket expense for me when I returned the vehicle. I expect a full reimbursement since the decision to delay the repair of my vehicle began in Geico’s adjuster assignment and the delay of repair payments to the auto body garage.

With much disappointment, the supervisor and he said nothing could be done, it’s not geico’s responsibility and I have to pay out of pocket, when in fact, it is Geico’s responsibility to ensure that a claims adjuster addresses repair within a reasonable timeframe, not after five weeks of waiting. My attempts to discuss the matter with a Geico Manager, and I explained everything to him, he told me he would call me back which has never happened till today. No one followed up to make sure everything was going ok with my car. The super visor said it was my duty to make sure that my car gets done on time. If that was the case, why did I place the call to a Geico Adjuster? Every time I reached out, the blame gets shifted back on me, the client, or no one returns my calls... My final attempt was when I called Geico’s main line to eventually reach someone that would address my concern and review my claim situation. .

I picked up my car on July 24th 2013, the total cost for the rental $ 1078.12 Geico paid $828.87 although am suppose to be covered up to a total of $900.00. I expect a refund for any cost beyond the 30 days. It was Geico’s delay that depleted the allotted 30 day rental. Your organization could have extended the “normal” 30 day rental or provided me with a voucher to cover the additional days with [redacted].

In addition to the failed response time, the lack of professionalism, the unnecessary expense and frustration in having my vehicle repaired and returned to it prior condition, I also find out the parts were incorrect, two different shades on head lights. I initially requested for new factory headlights from the beginning which was disregarded by the adjustor. Geico has been made aware of the unsatisfactory work done, and asked to fix it immediately. [redacted] came on 7/29/13 and took some picture and he said he would get back to me. However, there seems to be a problem between Geico and [redacted]. There’s a lot of pointing fingers and blame being done. No one wants to resolve any of my issue even though I am the PAYING customer. Below are the names and contacts of individuals that have failed to do their part as Geico reps.

Geico Claim # [redacted] @ [redacted]- 1st adjuster

[redacted] @ [redacted]- 2nd adjuster

[redacted] @ [redacted]- Supervisor

Justin Silver @ [redacted] ManagerDesired Settlement: I expect the wrong parts on my car to be replaced a full reimbursement on the auto rental, since the decision to delay the repair of my vehicle began in Geico’s adjuster assignment and the delay of repair payments to the auto body garage.

Business

Response:

September 11, 2013

Dear [redacted]:

Thank you for your letter of inquiry dated September 4, 2013.

On July 2, 2013, our appraiser [redacted] performed an inspection of damages on the 2004 Lexus RX330 owned by **. [redacted] at his chosen repair facility, [redacted]. At that time **. [redacted] wrote an appraisal of the damages, obtained an agreed price for the cost of the repairs and a repair length of six days with the shop, and left a copy of that appraisal at with the repair facility. After discussing the inspection with **. [redacted], on the same day **. [redacted] issued payment for the repairs to the repair shop as per **. [redacted]'s request.

GEICO had received no further contact from **. [redacted] or [redacted] after that inspection until July 9th when the repair shop requested a supplement. **. [redacted] responded on July 11th and inspected the vehicle at the shop. He approved the supplemental items and left a copy of the supplement with the shop. The supplemental inspection included labor items which added four days to the total repair time making it a ten day repair overall. At that inspection the vehicle had only been disassembled and very little repair work had been completed. Once again **. [redacted] authorized a supplemental payment which was issued to the shop on July 15th.

On Friday July 12th, **. [redacted] contacted our claims office with concerns about aftermarket parts being written on the estimate. Our claims office put him in touch with **. [redacted] who re-explained our position on aftermarket parts and assured **. [redacted] that the parts would be warrantied for as long as he owns the vehicle. **. [redacted] then requested to speak to a claims supervisor. Supervisor [redacted] contacted **. [redacted] on July 15th, the following Monday to discuss the claim. **. [redacted]'s primary concern at that time was with the replacement of the headlamps. **. [redacted] advised **. [redacted] that the parts written were actually reconditioned OEM lamps rather than aftermarket. The expectation for these parts is that they are identical in appearance and functionality to new OEM and should not be a cause for concern. He assured **. [redacted] however that any issues with any of the parts written would only need to be brought to our attention and we would happily address and correct them.

**. [redacted] conceded on the parts issue and went on to request an extension of his rental coverage. **. [redacted] agreed to extend the rental to the policy max as a courtesy due to the initial delay in inspection. However, based on the total repair time he could see no reason why the repairs could not have been completed within the allotted rental time. He advised **. [redacted] that this is an issue he should bring to his repair shop. **. [redacted] admits in his correspondence to your office that the repair shop did not begin repairs on his vehicle until 5 weeks after the initial drop off date. This is the reason he exceeded his allotted rental. **. [redacted] is correct that we did not pay out the full dollar limit of his rental policy but rather the cumulative daily rate for 30 days which amounted to $828.87. A balance check of $71.13 has been issued to **. [redacted] today to exhaust his policy limit of $900 per claim.

With regard to the headlamp issue; as with all appraisals we perform we advised **. [redacted] and the repair shop to make us aware of any issues that arise and we would address them promptly. We were not advised of an issue with the headlamps until July 26th by **. [redacted] when he contacted our appraiser **. [redacted] to complain about a discoloring of the lens of one of the lamps. **. [redacted] inspected the vehicle on July 29th and took photos (attached) of the lamps used by the repair shop. The parts did not appear to be new and **. [redacted] suspected that at feast one of them had been repaired by the shop rather than replaced. To confirm this **. [redacted] requested copies of the invoices for the lamps from the shop. The shop refused to provide them and has since refused to discuss this matter any further with GEICO. **. [redacted] then contacted [redacted], a popular aftermarket parts vendor in the area, to inquire if the headlamps had been purchased from them by the repair shop. [redacted] did provide **. [redacted] with invoices for lamps purchased by the repair shop shortly after the above inspection date and matching the year make and model of **. [redacted]'s vehicle. The list price according to that invoice was approximately $600 as opposed to the $1021.25 each that we had originally allowed for reconditioned lamps on our estimate. As a result of this we have advised **. [redacted] that it is our opinion his chosen repairer did not follow the estimate we prepared as written resulting in this issue. We gave **. [redacted] the invoices we secured from [redacted] and advised him to address his concern with the shop directly. GEICO is happy to assist with a resolution in any way we can.

We believe that our handling of this claim complies with applicable Connecticut law and the complaint is unjustified. If any additional information is needed, please contact [redacted] Damage Director at ###-###-####.

Sincerely,

Review: 8 June 2013

Geico accepts payment by [redacted] of $389.70 for auto insurance to start on 07/10/2013.

25 June 2013

Geico raises my insurance rate $300/year because I changed my MAILING address. So I CANCELLED THE POLICY.

25 June 2013

[redacted] with Geico confirmed in writing that my policy would be cancelled on 7/10/2013 and I would receive a refund of my advance payment of $378.31 in 7 to 14 days (7/15/2013 at the latest).

14 July 2013

I again contacted Gecio by email about the missing refund check.

15 July 2013

I have another email form [redacted] saying the refund was mailed on 7/12/2013.

24 July 2013

I called Geico and this time they tell me they are going to cancel the old check and resend the refund again. I told them this is ridiculous, they have been holding my money for over a month with NO service provide, and I want it by friday.

31 July 2013

Still no refund received

Policy: [redacted]

ONE GEICO PLAZA

Bethesda, MD 20810-0001Desired Settlement: Full refund of amount paid $389.70. Which was paid in advance for a policy that was cancelled well before the start date.

Business

Response:

Attached is our response to Complaint ID [redacted]

Review: I first tried to cancel an automatic payment online @2/20/2014, but was not given the option, at which time I called Geico to postpone the payment a week. I confirmed to make sure all arrangements were settled, and that I was not in fact, cancelling my policy. At 10am this morning (2/21/2014), I received an e-mail from my bank telling me that I was overdrawn. Upon investigation, I found out that Geico took the full amount out despite my cancellation. When I called to see what was going on, I was told that my only options were to cancel my policy, only offering $196 as opposed to a full refund.Desired Settlement: $246.01 was taken out of my bank account without my authorization. I am severely overdraft via my bank as a result. Also add on any and all Bank fees that result due to the faulty actions of Geico.

Business

Response:

March 11, 2014

Review: I had noticed that my insurances had expired but I hadn’t received any information or notice that this was about to accrued I called to talk to someone about it only to be informed that my whole account had been canceled and that I would have to start my account all over again I didn’t understand how that could be when I asked to be informed when it was almost time to pay because I was going to pay month to monthDesired Settlement: I would like to pay the difference to continue my insurance where in left off and not start all over again

Business

Response:

November 5,2013

Dear [redacted]:

This is in response to your correspondence received in our Washington, D.C. Executive Offices. It was referred to the Dallas, TX Regional Office for a reply.

Premium notices were sent to [redacted] on April 29, 2013, May 28, 2013, June 27, 2013 and July 29, 2013 (copies enclosed). A premium payment was not received and a Notice of Cancellation for Non-Payment of premium was sent on July 31, 2013 (copy enclosed). The notice stated the policy would cancel effective August 16, 2013 if a premium payment was not received. A premium payment was not received and the policy canceled effective August 16,2013.

[redacted] contacted us on October 15, 2013. We offered to reissue the policy with a monthly payment plan, however, there will be a lapse in coverage.

If you need additional information please contact [redacted] by telephone at ###-###-#### 5 or by email at [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 all I was given was excuses I called [redacted] and informed him that out of all the letters he had attached to his letter I had only received two of them I had informed him that I am under contract with a car company and that in my contract im not allowed to go without full coverage insurance and that I didnt mind paying the back months but I cant afford to lose my car but he gave me no solution other then restart my insurance which isnt going to help because I dont have a car

Regards,

Business

Response:

November 19,2013

Dear [redacted]:

This is in response to your correspondence received in our Washington, D.C. Executive Offices. It was referred to the Dallas, TX Regional Office for a reply.

We received a premium payment from [redacted] on March 24, 2013. We did aot receive a payment or contact from [redacted] in response to the premium notices sent in April, May, June and July or the Notice of Cancellation for Non-Payment of Premium.

The lienholder of the 2004 Chevrolet was notified of the policy cancellation on August 20,2013.

[redacted] contacted us on October 15, 2013. At that time, the policy had been canceled for two months and we offered to reissue the policy with a monthly payment plan.

If you need additional information please contact [redacted] by telephone at ###-###-#### or by email at [redacted].

Sincerely

Review: Cancellation of insurance

I have been insured by Geico for over 12 years and always pay on time. This one time in 12 years that my credit card was not charged as it should have been under the auto payment plan and my policy is cancelled. I was out of the country and did not realize that the credit card had not been charged. I ask as a one time courtesy to reinstate my insurance without charging me an additional increase to my policy. I request to pay the same as I would have paid before the cancellation.Desired Settlement: I am seeking to have my insurance reinstated without a penalty increase to my policy. I request to be allowed to pay my policy premium before the cancellation.

Business

Response:

Attached is our response to Complaint ID [redacted].

Review: I was promised service with Geico. I pay for roadside assistance. They sent out a company that never showed up called [redacted]. They advertise on the phone that they will be out to your door in "no time" and fast service. They never showed up. they represent Geico as they hired them. I pay for this service on my monthly bill and got no service.Desired Settlement: I would like some follow up. I got nothing. I would like compensation of some sort. They lied by telling me someone would be there. They kept changing the times. First it was 50 minutes. Then it was a half hour, then it was 15 minutes. They never came.

Business

Response:

March 6, 2014

Review: On October 17th, 2013 Geico charged my card an unauthorized amount of $575.50 and applied it to my parents’ policy. I never authorized for my card to be put on file for anyone else's account except mine. I called Geico more than once and was repeatedly told they would refund it to my father ONLY (NOT ME) and I would have to contact him in order to receive a refund. They refused to process the owed amount into my account. They also told me that in order for me to get any type of refund I would need to get my father to provide a replacement payment. Upon asking them to remove my banking info from this account, I asked them what was the reason for my card being charged for someone else's account, when after all these years my account would only charge me and no one else. They could not give me a direct answer and stated that it was not their fault but the fault of another agency. It took over a week for the refund to be sent to my father and even longer for me to receive it myself. I called and asked for some type of compensation because of the inconvenience of not having MY funds available to me. A supervisor name [redacted] told me they could not because it wasn't their fault. I found this to be an extremely inconvenient event and it is unacceptable for a company to not compensate a faithful customer for the mistake they made.Desired Settlement: I would be satisfied with AT LEAST one month's deduction from my remaining policy balance.

Business

Response:

Review: I suffered a stroke in 2013 so I stopped driving and cancelled my insurance with Geico. The company has been taking monthly payments from my checking account and will not refund the money to me. I recently obtained copies of my monthly statements beginning in Sept, 2013. The total amount deducted according to the bank statement is 64.39,61.52,64.35,60.52,61.52,61.52,61.52,64.25,61.50,65.25,64.39= total $690.73. I called ###-###-#### on 7/14/2014 and spoke to Tiffany M[redacted]. She assured me she would need a note from my doctor as to when I stopped driving and to call her for any additional help I might need. I obtained the note from my doctor stating I have been unable to drive since 6/2013 and called again 8/8/2014 and asked to speak to Ms. M[redacted]. The man who answered the call would not transfer me and stated he would help me. He refused to give me his name, but did finally transfer me to a lady named Annette. Anette listened to my problem and said she was making notes. I need your assistance in getting my money refunded to me asap and to make sure no other payments will be deducted. Thank you.Desired Settlement: Refund of entire amount that was withdrawn, $690.73, sent to me by check.

Business

Response:

August 22, 2014Dear [redacted]:We have received your letter requesting assistance on behalf of [redacted]. I welcome the opportunity to respond to her concerns.A review of our policy records indicates [redacted]’s daughter contacted us on April 21, 2014 to explain her mother’s intention of cancelling her policy. Regrettably, due to privacy regulations, we are unable to discuss or confirm any specific information relating to Stansbury’s policy at this time. As outlined in her letter to the Bureau, [redacted] later contacted us to cancel her policy and our supervisor cancelled her policy effective April 21, 2014 based on her daughter’s call to us.We have reviewed the circumstances and handling of [redacted]’s cancellation request upon receipt of her letter to you. As a matter of customer service, we have cancelled her policy as of June 1, 2013, the occurrence date listed on her letter. A total refund of $667.98 will be sent to [redacted] in 10 to 14 days.We sincerely regret the difficulty this matter has caused [redacted], and wish to thank her for allowing us the privilege of being her insurance provider for the past 17 years. I hope this information is helpful in resolving [redacted]'s concerns. If you have any additional questions please contact my associate, Jason R**, at [redacted], extension [redacted].Sincerely,Maria S[redacted] Assistant Vice PresidentGEICO General Insurance Company

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: Geico has contacte me multiple times via email and regular mail with out my consnet. I have opt out from the email list and presently I still get unwanted advertisement. This create a wast of my time/ productivity.Desired Settlement: Punivitve compensation for unwanted harrassment for 5 million US dollars

Business

Response:

Review: I submitted a claim on 6/14/14 for partial theft claim on my vehicle.I was recommended by Geico Insurance to take my vehicle to (there preferred )[redacted] to perform my repairs. I emailed my adjuster the correct color of rims needed for my vehicle. The body shop ( [redacted]) order the wrong color rims. I was advise by my adjuster [redacted] to go the body shop to straightened everything out. I took time off work which cost me $270. I had email my adjust the correct color rims and this was out of my control. My adjuster [redacted] wanted me to go straightened it out with the body shop. In addition the body shop threatened that the tire shop my not take the the wrong colored rims back and I would probably be responsible for tire balancing fees. Also my adjuster said that if the rims did not get to the body shop in time my rental cap will run out and I will be responsible for any money out after that. This was not my fault it was the body shops fault. No customer satisfaction it all has to do with saving Geico money or [redacted] money.Desired Settlement: Desired outcome order the correct rims and compensate my lost time off **$270** work due it not being my fault that Geico's preferred body shop order the wrong rims. I could have just email them the correct color without having to take time off work, but my adjuster [redacted] wanted me to go talk to the body shop.

Business

Response:

July 10th 2014We have received your letter dated July 3rd 2014. Thank you for the opportunity to review your concerns.At GEICO, we desire a quality repair for every customer and always work in good faith to resolve questions about any matters, including lost wages related to a loss.The covered repairs for your vehicle include the replacement of all four aftermarket wheels. Upon ordering said wheels from a vendor, a similar color wheel was sent instead of an exact match to your wheel because the color of the damaged wheels has been discontinued from production. This fact was unknown until after the wheels were installed on your vehicle. It is my understanding that the repair facility was able to locate a suitable set of wheels through an alternate vendor and currently has them on order. Due to this error they have offered to cover your rental car while they correct the mistake.Unfortunately, your policy does not have a provision for the lost wages you have claimed. We spoke to [redacted] and reached an agreement they would compensate you $150,00 for your lost time due to this unfortunate mistake. Our local field supervisor [redacted] has attempted to contact you on the morning of July 10th to discuss this resolution but was unable to reach you.In good faith, GEICO has worked with your body shop to repair your vehicle to pre-loss condition.If you have any questions, please contact our local Auto Damage Manager, [redacted]. He can be reached at ###-###-####.Sincerely,

Consumer

Response:

Review: I am a policy holder and I've just been informed that my online service could be cancelled for up to a year! That is so unacceptable. I have moved payments around in the recent year use to hardships. I have had to move several payments around but I've also tried to make a partial payment. I was never told or warned that I could have my internet access to my policy shut off. I could see blocking my access until I made a payment or called in to talk to a rep but for the representative to tell me 6 months to a year is crazy. When I asked for a more specific reasoning I couldn't get one. I am very unhappy with this service. I more upset because up until this point I have loves geico and my service. I am thinking of leaving this company because of this "policy" about blocking internet access to MY information. I think once I spoke with a rep I should have my access restored. I am very upset about this and people should really know this ahead of time and they should really reconsider this policy.Desired Settlement: I would like my access restored since I've contacted a rep and there was no way I knew this block was coming.

Business

Response:

June 11, 2014Dear [redacted],We received your correspondence dated June , 2014, regarding the abovenoted complaint. We have not included any personal identifying information in our response as you requested.After a lapse of coverage, our insured reissued her policy effective January , 2014. The electronic payment she used to reissue her payment was subsequently returned with an indication that the payment was stopped. Our Insured subsequently changed her payment plan at geico.com nine times through May , 2014. When a customer changes a payment plan, our billing system issues a new payment schedule with futuredated payments. We identified that frequently changing her payment plan without making payments allowed our Insured to continue her policy without making payments that would normally be required to continue coverage.On May 13, 2014, we left our Insured a voicemail message requesting that she contact us, so we could discuss her payment plan options. She did not return our call, and on May 19, 2014, she changed her payment plan at geico.com again. On May 22, 2014, we restricted our Insureds online policy access due to the frequency of payment plan changes she processed online.On June , 2014, we spoke to our Insured regarding her concerns. We regret that we are unable to restore online access to our Insureds policy at this time due to our concern that her policy is severely in arrears, and that her frequent payment plan changes prevent her policy from cancelling for non-payment. If our Insured needs service on her policy, we will be happy to assist her via telephone, or she can visit one of our local agents.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.

Review: My husband, [redacted], and I started a car insurance policy with Geico in July of 2013. We were offered collision coverage as a part of the insurance policy with Geico. We created this policy over the phone with Geico and requested collision coverage. However, collision was never added to the policy. I was in an accident on October 11th and expected collision on my vehicle to be covered, since we had requested collision coverage. However, upon filing the claim we discovered that collision was not added to the coverage, despite the Geico agent explaining the collision was included over the phone. Now Geico is refusing to pay for the damages to the vehicle claiming that we never requested collision. I asked for a record of the phone call conversation my husband and I had with the Geico agent to show that we had requested collision. Geico customer service explained that they could not provide a record of the phone call and that they only randomly record calls. They said there was nothing they could do.Desired Settlement: I would like collision to be covered on the vehicle for the accident that occurred on October 11th as previously requested when the original policy was made.

Business

Response:

October 23, 2013

Review: Have been a client of Geico for at least fifthteen years. Never had any problems with paying what I thought was a good reputal insurance company until ive called in to make a claim or my husband makes a claim.We are tossed back and forth from one representative to another every time we call in about a claim to check on the status. Then if that is not insulting enough We are always getting two different Stories about a claim that has been made .None the less they do not update or properly make the corrective notes in OUR POLICY FILE .Ive been told that in an incident it was not held against US however I was told that they did not note my account with the proper information other words the claim was suppose to be suborgated account was not updated Fore most every We call in to get an insurance quote for a vehicle not only do they raise my rates they then proceed to tell me Owh by the way were holding this this and this against you and your policy When being told something different from the beginning. So much for honesty loyalty and integrity for this insurance co .Next step Insurance Comissioner of WV Sincerely [redacted]Desired Settlement: Will also make a complaint with the West Virginia Insurance Commisioner

Business

Response:

April 7, 2014Dear **. [redacted]:Thank you for your email, received by GEICO on March 31, 2014, to Tony [redacted] regarding [redacted]’s complaint. **. [redacted] asked that I respond on his behalf and I welcome the opportunity to do so.We regret that **. and [redacted] have chosen to no longer insure their vehicles after 15 years with GEICO. We wish them well in their future endeavors and hope that they will consider us as their insurer in the future.As a publicly posted website, and to avoid the risk of releasing personal or private information, we are only able to address **. and [redacted]’s concerns generically through the Revdex.com. If **. or [redacted] would like to address any specific issues, they should call the appropriate member of GEICO management which applies to their complaint for assistance.In regards to the rating of their policy, insurance is a pooling of resources from all policyholders so that funds are available to pay claims when they occur. “Many share the losses of a few” is often how we express this pooling concept. Therefore, their rates and everyone else’s, to a degree, are based on the driving habits of the public at large. Other factors, such as escalating health care costs and automotive repair costs, will also drive insurance premiums higher. We can assure **. and [redacted] that we do everything possible to keep our rates competitive.I hope this information has been helpful. Once again, I would like to offer **. and [redacted] the opportunity to address unresolved claim issues. Should they wish to do so, they may contact their claims representative and request to speak to a member of management. If there are any additional questions, you may contact my associate, [redacted], at ###-###-####, extension [redacted], and he will be glad to assist you.

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]

Complaint

I am rejecting this response because:I called to make a claim with Geico February 16 2014 That I was involed in a hit and run accident .The other vehicle took off when I proceeded to get out of my vehicle to exchange insurance information. Luckily I got the other drivers license plate number .Called the police gave them the info. Then called Geico when talking to a claims representative she was very condesending Made me seem as though it was my fault.[redacted] then told me that there was nothing she could do until they did a trace on the plate number .I called Geico many times after that .It took Geico nearly a month before they sent an adjuster out to look at my vehicle.I now have medical bills that are due and they have yet settled this claim . When [redacted] does call to speak with me about the medical claim she proceeds to tell me that they are only going to offer me a one time settlement the medical bills that are due plus double that . Well I do not believe that is fair. Ihave a constsnt pinch in my shoulder everyday as a result of this accident I will probaly need additional medical attention and test done as a result of the accident.What ever happened to paying into a legitament insurance company for 15 years and expecting your insurance to at least be respectful. As of today Geico has yet settled this claim .

Regards,

Review: No return phone call...for almost a month after my car accident

I was involved in a car accident on 11/19/2013. I was assigned a medical clai** adjuster, [redacted]. I spoke to her once, the day after the accident. Since then, I have called almost 10 times and left a voicemail each time. I've even left her direct supervisor, [redacted], a message. I have not received a call back from either of them. I'm really frustrated with Geico at this point because I thought I was supposed to be taken care of when involved in an accident - not caused by me. I spoke to a representative, after hours, and we discussed my medical claim. We decided to settle for $600. I thought about it after and decided that I want to settle for $1000. Again, I've called my adjuster, left a message; however, she has not returned my call. It's been almost 1 month since my accident. I want a $1000 settlement for my medical claim. I expect [redacted] to return my call to further discuss this matter. I find it hard to believe that she's had no time, for the past month, to return a client's phone call. It's upsetting that she represents Geico and is not doing a very good job. I'm so close to canceling my policy and seeking insurance coverage elsewhere.Desired Settlement: I want a $1000 settlement for my medical claim. I expect [redacted] to return my call to further discuss this matter. I find it hard to believe that she's had no time, for the past month, to return a client's phone call. It's upsetting that she represents Geico and is not doing a very good job. I'm so close to canceling my policy and seeking insurance coverage elsewhere.

Business

Response:

December 24, 2013

Dear **. [redacted]:

Thank you for your letter of December 16, 2013, regarding **. [redacted]’s claim.

We regret any inconvenience to **. [redacted] regarding the handling of her claim. **. [redacted] was involved in an automobile accident with our insured [redacted]. We have reviewed her bodily injury claim and on December 18, 2013 our claims supervisor [redacted] spoke with **. [redacted]. Based on the additional information **. [redacted] provided, her bodily injury claim was settled for $1,000. On this same day, a release for settlement was emailed to **. [redacted]. To date, we are pending the signed release. Once the release is received we will issue payment to **. [redacted] in the amount of $1000.00 to settle her bodily injury claim.

If you have any questions, please feel free to contact [redacted], Regional Liability Director, at ###-###-####.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: My family and I were in a motor vehicle accident December 19,2013. My 2013 [redacted] sustained $15,000 worth of damage. I'm being told by adjuster and supervisor that it is a $30,000 truck and they're going to fix it. That's 50% of the worth of this truck, and its not even worth $30,000. It wasn't worth that when we drove it off the lot the day we bought it. It took three weeks for them to get back with us about our claim. The supervisor had an attitude when I expressed my concerns to him. Damages at 50% are not safe and the truck won't be the same as it was before. I'm very unhappy with this service. I feel like its all about the money, not the customer. The night of the accident my son had to go to the hospital for abdominal pain due to the seat belt and my husband has suffered back pain since then. He also went to the hospital. Four weeks after the accident and he still has back pain.Desired Settlement: I want the truck totaled. At that much damage its not safe and will never be the same.

Business

Response:

January 24, 2014

Dear **. [redacted]:

Thank you for your January 16, 2014 inquiry.

We reviewed **. [redacted]’s concerns and regret he experienced difficulty. Our review indicates **. [redacted] suffered a loss to his 2013 [redacted]. The vehicle sustained front end damage and our agreed estimate of repairs with **. [redacted]’s shop of choice, [redacted] Automotive, was $14,098.40. We reviewed the actual cash value of the vehicle to see if the damages to the vehicle met the state requirement of 75% to total loss the vehicle. In this case, the initial damages were only approximately 47% of the actual cash value. Regarding **. [redacted]’s position his vehicle is not worth as much due to the accident, we explained to him we must use the pre-loss value of his vehicle when taking the 75% total loss threshold into account. We also explained to **. [redacted] South Carolina does not recognize compensation for any inherent loss of value on a vehicle for first party claims.

At this time necessary parts have been ordered and repairs have begun as the **. [redacted] has given written permission to [redacted] Automotive to begin repairs. We reviewed the adjuster’s decision process throughout this claim and feel he handled the claim appropriately. We are empathetic to the fact the vehicle sustained damage, but our decisions are based solely on the requirements of the state of South Carolina and encompass all adherent facts of the loss itself. We will expedite any supplemental request presented by the repairing shop in an effort to mitigate the repair time for **. [redacted]. Should additional repairs be presented, we will contact **. [redacted] and keep him informed of any changes to the original estimate.

If additional information is needed, please contact [redacted], Auto Damage Manager, at ###-###-####.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I understand in South Carolina the damage must be 75% of damage, according to the vehicle's pre-loss value. I do not agree with that. I understand that I can not make your company total my vehicle. However, I feel thru this whole process we have been treated unfairly by the adjuster and his supervisor. We have had to call for updates on the vehicle and been left in the dark. When I myself voiced my concerns to the adjuster's supervisor he spoke to me in a disrespectful tone. I deserve an apology from him in the very least. I am not happy with the decision to fix the truck because I believe the safety of the truck has been comprised due to air bags and seat belts being replaced. I do not feel safe putting my children in this vehicle. My husband is still in pain from this accident. The way your business does business is completely unprofessional. I will be pursuing a diminished value claim after the repairs are done to the truck.

Regards,

Business

Response:

February 3, 2014

Dear **. [redacted]:

Thank you for your January 30, 2014 follow-up inquiry.

We reviewed **. [redacted]’s concerns and regret he experienced difficulty. We value **. [redacted] as a customer and apologize for any inconvenience or dissatisfaction our settlement may have caused. We want to reiterate the 75% total loss threshold is by South Carolina law and is not a GEICO policy. We understand the concerns over safety but all repairs being done are industry accepted and are being performed by qualified technicians. As for diminished value, we will consider any claim presented to us filed under a third party GEICO policy as it is not recognized under first party losses in the state of South Carolina.

If additional information is needed, please contact [redacted], Auto Damage Manager, at ###-###-####.

Sincerely

Review: I received a cancellation notice for $64.92, I was told Geico made a mistake and credited my wives [redacted] account for $64.92 that I purchased my first months coverage for Dec. 6, 2013 in November with. I was then told later that they would get the money back from [redacted] and not cancel my policy. When I called on December 24th 2013 to add my [redacted], I agreed to an automated debit to my [redacted] Checking account of $231.18 to be taken out on the 6th of January 2014.As far as I knew the $64.92 had been taking care of,well without my consent they drafted it from my [redacted] account directly after adding my [redacted] to my Policy. I paid my first month's premium in full and renewed my wife [redacted]'s [redacted] on December the 2nd prior to the activation of new policy on December 6th 2013. I switched from [redacted] to save 6 dollars a month, instead I have been taking advantage of for $64.92 and left with $6 in my checking account until next friday. I have called and was told that they would try to get it back in 30 days call back monday,but they will not credit my account back my [redacted] Checking the $64.92.Desired Settlement: I want my Insurance account or my bank account,credited back the $64.92. [redacted] prepaid cards do not accept refunds or credits. I am extremely dissapointed as I have been punished because of mistake made by a huge corporation who can't spare the $64.92 until they correct their mistake.

Business

Response:

January 7, 2014

Dear **. [redacted]:

This is in response to your correspondence received in our Washington, D.C. Executive Offices. It was referred to the Dallas, TX Regional Office for a reply.

On November 25, 2013, **. [redacted] used a [redacted] prepaid credit card to make a down payment for a GEICO automobile policy effective December 6, 2013. A copy of the policy declaration page is enclosed.

On December 10, 2013, GEICO mailed a cancellation notice to **. [redacted] indicating we needed proof of **. [redacted]’s license renewal prior to December 22, 2013 to continue the policy and that a refund would follow (copy enclosed). A refund of $64.92 was made on December 11, 2013 to the [redacted] credit card.

On December 18, 2013, we received proof of the license renewal for **. [redacted] and reinstated the policy without a lapse (copy enclosed). A Notice of Cancellation notice for the $64.92 was mailed to **. [redacted] (copy enclosed). **. [redacted] paid $64.92 by electronic check on December 24, 2013 which cleared the Notice of Cancellation.

On December 19, 2013, **. [redacted] requested for the [redacted] refund to be applied to the policy. We advised **. [redacted] at that time, as well as on December 27, 2013 and December 31, 2013, since the refund had already been processed back to the [redacted] credit card, that it could take approximately 30 to 45 days to retrieve the funds back from the vendor. The refund request was sent to GEICO’s vendor on December 31, 2013.

We were able to apply the $64.92 refund to **. [redacted]’s policy on January 13, 2014.

If you need additional information please contact [redacted] by telephone at ###-###-#### from 8:00 am to 4:30 pm CST or by email at [redacted].

Sincerely,

Review: On June 10, 2013, Geico took $489.75 via unauthorized electronic withdrawl from my checking account after stating to me through written correspondence in April that my policy had expired on April 6, 2013. Due to this correspondence, and keeping in mind the laws regarding vehicular insurance, I subsequently purchased insure through [redacted] in the amount of $167, this policy covered my insurance. In June, 2013, Geico took the aforementioned amount of $489.75 to cover the insurance the written correspondence said was cancelled. The took the money to cover, as they stated, April, May and June.; the same months I had already purchased insure through [redacted].

Even more, I spoke with Geico about this balance. I faxed the proof of [redacted] Insurance in June, 2013, and was assured an expediate refund to my account. I filed a dispute of charges with my bank on June 10, 2013, the funds were reissued to my account. My bank confirmed through Geico that the funds should not have been taken from my account via conference call with myself, my bank and a Geico rep, we were told this would be resolved.

Geico sent a check to me in the amount of $167. Also, a check for $189, then cancelled the $189 check. The final finding of the dispute filed with my bank came about 45 days after the investigation stating the dispute was unfounded causing them to reverse the initial refund of $489.75. This action caused my account to be overdrawn.

Before I was aware that the claim would be denied, and the $489.75 would be reversed, I paid Geico a policy renewal fee in the amount of $167 to begin a new policy. This was paid on June 12, 2013. Because they said they were refunding my money, AND that my policy had NOT been cancelled, in good faith I paid AN ADDITIONAL $167 to begin the policy for an additional 6 months (June, July, August, September, October, November) and that would be a monthly payment in the amount of $167.

As it stands, Geico has disputed charges with my bank causing me to incur $489.75, overdraft fees, an ADDITIONAL $167, and has refused to come to any resolve. They have taken it upon themselves to apply the unauthorized withdrawl from my account in the amount of $489.75 to a NEW POLICY THAT AGAIN I HAVE NOT AUTHORIZED.

At no point have I ever authorized Geico to take any money out of my account exceeding the $167 monthly premium. That agreement stood BEFORE I was informed that my policy had been cancelled. So in essence, two months after cancellation of my initial agreement for a automatic withdrawl, Geico took it upon it upon themselves to illegally access the funds in my personal account, doing so electronically.Desired Settlement: It my desire to get my hard earned money back by automatic deposit or cash. I am apprehensive about accepting a check from them due to the $189 check that they voided in the past. I do not do business with companies that operate like this. I have been railroaded, and they have pulled a bait and switch. I have spoken with numerous service reps, I asked to speak with mangers and supervisors at Geico and all they could finally tell me was that they were owned by [redacted].

Business

Response:

August 30, 2013