Geico Corporation

Review: I have been with Gieco for almost 8 years or more. In November 2013 I leased a 2014 [redacted] and requested to add it to my policy No. [redacted] and have exactly same coverage I had on my [redacted] corolla that I sold. They did. In a renewal of the policy in April , I noticed that there was $35.10 in an option of insurance that I never had before on my old car under Mechanical breakdown !!!!! When I spoke to customer service to [redacted], she mentioned that the charge was there since I added the new car and it is my fault that I did not see it in the 32 pages that they sent me when they added my new car. Who would buy that kind of insurance on a leased car that have any kind of maintenance free provided by [redacted] dealer. She said she would only back date my policy and change that option in April 11 and denied to give me credit for all those charges of 6 month that I was not aware simply because I assumed I had the same coverage and I trust them.Desired Settlement: I should get credit to my policy for all charges of the Mechanical insurance option since my new car was added to my policy.

Business

Response:

May 5, 2014Dear **. [redacted]:We received correspondence from the Revdex.com (Revdex.com) requesting assistance on your behalf. I am happy to provide the following response.I would first like to thank you for choosing to insure your vehicles with the GEICO family. We know you have many options when selecting an insurance company, so we truly value you as a policyholder.I would next like to apologize for any misunderstanding or miscommunication of the coverages included on your 2014 [redacted] at the time this vehicle replaced your 2010 [redacted]. While we believe our Mechanical Breakdown Insurance is a coverage that should be included on all qualifying vehicles, it is certainly not our desire to add this coverage to a vehicle without the knowledge and approval of the policyholder. We take quality of service seriously, so this will be addressed with our management team. Because you stated that the addition of this coverage was not clearly explained åt the time the 2014 [redacted] was added to the policy, Mechanical Breakdown Insurance has been deleted from your policy effective 11/29/13, the date it was added to the policy, resulting in a credit in the amount of 25.66.**. [redacted], I am sorry for the inconvenience this caused. If you have additional questions, please call our Compliance Analyst, [redacted], at [redacted], extension [redacted]. Sincerely,

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: On Wednesday May 29, I called to cancel. The employee I spoke with said he would place a stop on my account to prevent being billed the next day. We proceeded to hang up. I checked my account. Some stop, they took my money anyway.

Business

Response:

June 5, 2013

Review: This is in reference to a prior claim [redacted] that I filed that was closed out as resolved and it has not been resolved. Apparently, there was a mixup in Geico records. They had me insured for a 1995 Toyota 4Runner, but it should have been a 1999 Toyota 4Runner. In the prior complaint, they said they would "reassess" if I proved I didn't own the 1995 Toyota during the time I paid the premiums. I submitted DMV proof that I sold the 1995 Toyota in 2005, even though they had been insured for the 1995 instead of the 1999 for almost 5 years (thru 2011).

My driver's license is suspended for not having insurance on the 1999 Toyota. I sincerely thought that I did, which is why I was paying the premiums to Geico. Why would I pay insurance premiums on a car I do not own? This is a mixup in records and unfortunately I didn't catch it until now. It seems Geico doesn't have much interest in helping me resolve this because I am no longer their customer, but I must get this resolved.

I emailed [redacted] with the proof of ownership information for the 1995 Toyota 4Runner on 9/12/13.Desired Settlement: Time is of extreme importance. I need Geico to fill out the SCDMV form and fax it to the SCDMV stating that I had insurance on the 1999 Toyota so that my license will be unsuspended.

Business

Response:

September 20, 2013

Review: A few months ago my monthly bill with [redacted] (Geico) went up some small amount. Because I was paying my bill through an automated banking system, I was not aware of this small increase and wound up underpaying by a few dollars every month.

Today I received a bill for over 1400.00, the balance for the year on the policy. When I called customer service to explain (which, incidentally, was not affiliated with [redacted]’s but a hub company that fielded calls from many insurance policy holders), they told me there was no way to avoid paying this exorbitant sum that came up due to my minor oversight.

My wife and I have been with [redacted]’s for almost 20 years. It is the height of poor customer service not to overlook a minor mistake like this for a long-standing customer who made an honest and minor mistake.

I went through the process of looking for another place to take out a home insurance policy but none, unfortunately, were available in my area. Customer service refused to help, and required me to pay the full amount or they would cancel my policy, which is legally required. Because I had no other choice of where to take my business, I agreed and paid the balance despite strenuous misgivings.Desired Settlement: 1) That the amount I paid in full for the coming year--1459.19--be refunded.

2) That I be allowed to pay this coming year's premiums monthly, as I have for many years.

Business

Response:

May 7, 2014

Dear [redacted]:Thank you for your correspondence to the Revdex.com. I appreciate the opportunity to respond to same and to advise of the solution to your billing concerns on your [redacted] homeowner policy.I apologize for the miscommunication as it speaks to your installments made on your [redacted] homeowner policy, I have requested and received confirmation that the [redacted] billing department has made an exception to allow you to continue to pay your premiums under the installment plan,If you have any additional questions in reference to your billing, please feel free to contact [redacted] at [redacted] and a service agent will be happy to assist you.GEICO Issurance Agency, Inc.

Review: I got renter's insurance from Geico on 1/13/14. It was $220.00 for the year. I agreed to pay that amount. On 1/13/14 I saw that I was charged $220.00 twice on my online bank site. So they took out a total of $440.00. I called them on 1/14/13 and pointed this out. I was told by the customer service rep that I would have the money back by Friday 1/17/14 at the latest. However, they did not refund it on that date.

So I waited until Monday 1/20/14 and called (giving them a few extra days). On that date I was told that the money wouldn't come out of my account until 1/28/14. The customer service rep said they had to wait until there was proof that the money was actually out of my account (so their inquiry wouldn't be like a bounced check). The customer service rep told me I could expedite this process by giving a copy of a bank statement or a taking a screen shot of my bank account and emailing it to their financial department. She then emailed me their information and I on 1/20/14 I emailed them a screen shot of my online bank account showing that the money had come out. I never received a reply from them (even though I asked for one in the email).

So on 1/21/14 I called to make sure they received my photo. They checked with their finance department who said they did receive it but still would not refund my money until 1/28/14. They gave me no options. So I waited until 1/28/14.

On 1/28/14 I checked my bank account and had not received that money back.

On 1/29/14 I checked my bank account again and still had not received that money back.

So on 1/29/14 at about 9:30AM I called them to ask where my money was. The customer service rep checked, once again, with finance and said I will have to wait another 3-5 days. I can no longer keep waiting, and keep getting pushed back. And I do not feel that I can trust they will actually refund my money.

$220 isn't much to everyone, but it is to me. And they are being very careless about this issue.Desired Settlement: 1. I want my money back.

2. I want a phone call from someone other than a customer service rep.

3. I want an apology.

Business

Response:

February 3, 2014

Dear **. [redacted]:

I am in receipt of your letter Revdex.com correspondence regarding the above-mentioned complainant.

GEICO Insurance Agency, Inc. is a sales and service agent for [redacted]. As such, we are required to abide by their

underwriting guidelines and processes for new and renewal business.

**. [redacted] contacted GIA on January 22, 2014. At this time, she was advised that the refund would be dispersed to her account on January

28, 2014. **. [redacted] contacted us again on January 29, 2014; we advised that it could take up to 3-5 days to have the funds show in her account. After review of **. [redacted]’s account, it has been determines that the refund she advises of in her complaint was indeed dispersed on January 28, 2014 and should be in her account per our correspondence with [redacted]. The amount that was dispersed was $220.00

If **. [redacted] has additional questions or concerns as it speaks to this billing issue, please call ###-###-#### and our service department will be happy to assist further.

Sincerely,

Review: I got into a car accident on February 2, 2014. Geico is my automobile insurance company. They have done absolutley nothing to help me out through this entire ordeal, nightmare really. They didn't do very much to investigate the accident. They had an answer within 72 hours of the accident without even having the police report or my accident report. They said although she hit me they can't find her at fault. They told me there was no sense in fighting it because it would be thrown out anyway because it's a word against word issue. Well they didn't even try. I had to get the police report myself, get a new carseat that I still haven't been reimbursed for,and even had to speak to a supervisor to get my car towed since they had messed up with that. Mostly, I've dealt with rude and disrespectful people throughout this whole thing. They have not supported me at all and one supervisor who ended up hanging up on me, told me that since the other woman who hit me said she had a yellow light, I must've had a red light. When I tried to explain to him what happened I told him that a [redacted] woman ran the light and hit me so hard that I ended up down the street. As soon as I said that he told me that he wasn't going to listen to any more racial slurs. I would never say anything like that. I'm not a racial person in the least. I'm a teacher who works with all cultures and celebrates all people.I told him my light was green just like I told the police officer that day. I'm their customer and he argued with me about that before hanging up on me. Others I've spoken with have also treated me disrespectfully. The last man I spoke with told me it was fine for me to drop them and that they will not give me any more time on a rental car even though they admitted they were at fault with not towing my car on time. It wasn't even that they can't give me more time, it's the way they spoke to me so rude and uncaring. This had caused an enormous amount of stress on me and my family. All they had to do was try and be kind.Desired Settlement: Although I have money tied up in a rental car, carseat, and will be responsible for a deductible on an accident I didn't cause, I only wish for them to understand how rude and disrespectful they were to me and that they treat others who were in an accident better than they did me. I simply want them to understand that they have created a lot of added stress that was unnecessary, and that they should support their customers and make them feel good. I'd like others to know how Geico treated me.

Business

Response:

March 19,2014Dear [redacted]:Thank you for your letter of inquiry dated March 9,2014.Our insured, [redacted], reported this loss to us on February 2,2014. **. [redacted] reported that she was proceeding through an intersection with a green light when she was struck by another vehicle that failed to stop at the red light. **. [redacted] advised the other driver informed the police that they had a yellow light and that **. [redacted] failed to stop at the red light.Our investigation included **. [redacted]’s recorded statement, a statement from the other insurance carrier and a review of the police report. All items lead to the conclusion that both drivers indicated the other failed to yield to a red light causing the collision. There was no independent evidence obtainable and neither driver was cited by the police. **. [redacted] was advised we have denied liability against the other driver and that the other carrier would likeiy deny her claim also.We are in the process of settling **. [redacted]’s collision claim. It has been deemed a total loss and any payments will be less her $500 deductible. With regard to **. [redacted]'s rental concerns, to date $1,339.33 has been paid to [redacted] for her rental car. If she has other rental expenses they can be considered up to her policy limit of $1350. As far as the matter of **. [redacted]’s car seat, she was provided with the process by which to make a claim for her car seat during her conversation on February 14,2014 with claim supervisor [redacted].Claims Supervisor [redacted] called **. [redacted] on Wednesday February 19 and left a message verifying the liability decision and the fact that no willing payments will be made to the other driver. He also advised her of the amount of rental paid to date as well as her rental limits. He requested a call back to advise if any other out of pocket costs and to answer any further questions she may have.If any additional information is needed, please contact [redacted], Liability Director at ###-###-#### extension: [redacted].Very truly yours,

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:It's not all truthful. **. [redacted] does not have all the correct facts. In the letter sent by him to the Revdex.com he stated that the conclusion that the other driver was not found at fault was due to my statement, the other insurance carrier's statement, and the police report. I was told on February 5, by a Geico representative named [redacted] that they do not have enough evidence to find the other driver at fault. I faxed over the police report at 1:45 p.m. on February 5 because I was told by [redacted] that he still didn't see the report online. So again, they did not even have the police report when they made that determination. Shortly after that I called in to see if they had a statement from the other driver to which they told me she was not calling back so they did not.So **. [redacted] was incorrect when he said they used her statement and the police report to make the conclusion that there was not enough evidence to find her at fault.

As far as the rental situation goes. I understand how much rental time I had. What I can't accept is the fact that they told me my car was deemed a toal loss the night before my rental car was due. So I have had no car for weeks now. I was upset because their towin g company admitted that they messed up and didn't tow the car when they were supposed to. I spoke with a Geico representative on February 8 who told me the car would be towed. When it wasn't towed, I then called and spoke to a Geico Towing Supervisor on February 10 who apologized to me and said it would be towed first thing the next day. So although I understand what **. [redacted] was saying about my rental, and how much I was allowed, it was more a matter of timing than money. Again, I was told the night before my rental car was due that it was a total loss and have been without a vehicle. My complaint was never about the money. So again, that was not truthful.

As far as the careseat issue: I bought a car seat on February 9th to be able to transport my daughter around in my husband's car when needed. I was told by [redacted], a Geico appraiser, on February 12th to meet him at his place of work on Friday of that week to return the car seat to him and he would do research in how much he owes me. I then ended up speaking with another appraiser named [redacted] who told me to just send him the picture of the car seat receipt and he would reimburse me. I sent that to him on March 4, and he just finally gave me the reimbursement check for the seat on March 19th after weeks of asking for it. So yes, I was advised how to deal with the car seat issue as **. [redacted]'s states, but after a lot of runarounds on their behalf it took over a month and a half for that check, and more importatnly, a lot of stress. Again, it wasn't about the money. It was my time and all the stress talking with all these people to finally get reimbursed.

Last, I did recieve a phone call from [redacted] advising me of all the things stated in **. [redacted]'s letter, but it was not on February 19th, it was yesterday, March 19th.

Finally, I am not accepting this response because the facts are not correct and Geico is still not understanding what they put me and my family through after the accident, which is hard enough to go through. Regards,[redacted]

Review: Dear Revdex.com Associate, I am writing to request an inquiry into the sales practices at Geico.com.

I have purchased auto insurance through Geico for over 10 years,since 2005 @ beyond. Recently my Insurance Policy through the Government Employees Insurance Company (GEICO) was to expire. So, I visited the website Geico.com to get an updated quote. Under my old policy in order to continue my coverage I was quoted a price of over $300.00 for a 6 month policy. The online agent quoted me a price of under $175.00 for the same policy if I allowed them to access my bank account for payment. I am very cautious so I did not allow them to access my bank account for payment. Instead I sent a money-order immediately to the office in [redacted], GA. I never received a policy after nearly three weeks. I have called Geico several times over the past weeks to find out why. I reported my money-order as lost or stolen and almost immediately after checking my e-mail I was sent an online quote from Geico of over $300.00 which was totally unsolicited. Please explain to me after inquiry, what is going on here. I hardly know how to describe this practice. The online quote that I received for under &175.00 has been totally eliminated, hence my complaint about Geico's practices.Desired Settlement: I would like Geico to honor the rate quote that I was given online with payment being made by money-order.

Business

Response:

November 22, 2013

Review: I reported an incident with my vehicle that occurred while parked on 6/30/2014. When I called customer service to report my claim the young lady on the phone asked me if I felt safe driving my vehicle. I informed the young lady on the phone that I did not and I was told that I can take the vehicle to the location where the vehicle will be repaired and that a rental vehicle will be made available to me until the repairs are completed. During the week of the 6/30/2014 I was contacted by the claims adjuster by the name of [redacted] (###-###-####). I informed him of the incident yet again and he told me that my vehicle was no where to be found at the delearship. When I called the delearship I was informed that **. [redacted] was never at the delearship to inspect my vehicle. By July 3rd, I was given a call from **. [redacted] who informed me of his findings and that he must get his supervisor to review his findings but in the interim I must return the rental and pick up my vehicle that is non-driveable. When I asked the claim adjuster if he test drove the vehicle he informed me that he did not because he was not authorized to test drive the car. I also asked how can he give advise on driving a vehicle in which I already informed that I do not feel safe driving from the start of the claim. **. [redacted] did not have any response for me and that the matter is now out of his hands and moved over to the claims examiner. I have had little no contact with the examiner other than being informed that there is an investigation on the claim being done. This was advised on 7/3/2014. On 7/11/2014 I called to see the status of my claim because now I am being contacted by the car rental company ([redacted]) indicating that Geico has not returned their calls to extend the rental on the vehicle that I currently have while I wait on the repairs to my vehicle to be completed. I called and left messages to my claims examiner ([redacted] ###-###-####) with no return calls. I in turn requested to speak to her supervisor to see the status of my claim as well as get an extension on my rental. I was informed that while I have indicated that my vehicle is non-driveable that there is an investigation being completed and that there will be no extension to my rental. This conversation happened on 7/11/2014. I requested to speak to someone in Sr. Management and was advised by **. [redacted]'s supervisor that I will be given a call on 7/14/2014 by her manager. To date I have not been given a return call from any representatives at Geico and my vehicle remains not being repaired. I am also spending money on a rental due to the negligence of Geico finalizing my claim and having it approved. This is definitely unaccetable. My claim number is [redacted]. My policy number is [redacted]Desired Settlement: Geico needs to complete the repairs as requested by the incident reported that are as follows.

Passenger side fender replaced with no off market parts

Passenger side light replaced with no off market parts

Front Bumper of car replaced with no off market parts

Passenger front and back wheels replaced with no off market parts

Vehicle rental extended beyong 7/3/2014 until all repairs are completed.

Your attention in this matter will be greatly appreciated.

Thank you very much.

Best Regards, [redacted]

Business

Response:

July 23, 2014

Review: My policy was cancelled after being 3 days late, when called to resolve a woman by the name of [redacted] told us if we made the payment we would be reinstated. We made the payment only to be kept on hold for 30 minutes and they tell us that our policy was still cancelled. In other words, geico STOLE 127 dollars from us.Desired Settlement: I would like my money back,

Business

Response:

May 3, 2013

Review: I was staying at [redacted] in [redacted] ohio with my mother then I decided to live in another apartment by myself but still will be half of the week at my mom's and the other half in my new apartment. ..

I contacted geico for a quote when I was still in [redacted] and I got a quote for $211 so I accepted it and called them so they told me that I have to fill an application and send it to them and by the time I sent the application I signed the lease for the other apartment so I wrote the address of [redacted]. ..and then I was surprised that they sent me a letter telling that I have to pay $260 so I contacted them for the first time to ask why so they told me because you changed the address so I told them but still I am half of the week in the old address so I want to stick with the $211 quote so they told me that I have to fill another application for that so I agreed and I waited for two weeks and I got nothing in the mail in any addresses. ..so I contacted them again asking why didn't you send me the application and I got a response that implied that they want to stick to $260...so after complaining why they asked me about the address in the driving license so it was [redacted] so they told me that they will send me the application. ..but actually what I got was another paper stating that I have to pay $260...so it has been a month now. .I am suffering with the transportation. .I have to take 2 buses each round to go to work. ..and wake up an hour earlier than usual. ..and the most annoying thing is that due to leaving my car because I cannot drive with no insurance waiting for their response my tires went bad and now I have to buy new tires....so I have the feeling that they want me to pay $260 whatever. ..and I am waiting for a month now. ...my health is deteriorating because of not using my carDesired Settlement: Due to the carelessness and disrespect the company and their employees and due to the money I am going to spend on the car for waiting for them for a month or even more. ..I want this time to be complimentary from them as an apology and so the money that I was going to pay for them I am going to I am going to purchase new tires

Business

Response:

July 11, 2014

Review: My car was broken into and my purse was stollen out of my car. My window was shattered. I called Geico to file the complaint and first they said my old car I had over 2 years ago was on the policy, but I had just started the policy with Geico in March, and the vandalism happened 8/16/2013. I have proven in writing both via fax and in person with the agent that I met with that I had not owned the previous car for over two years. I had traded it in for my Honda Element. When my car was getting registered in June the DMV did not ask for proof of insurance to register which means that the Element was covered under the Geico policy, according to the DMV. After a month of speaking with a different person every time I called to inquire and prove my Element was on the policy, every person was rude, one manager indirectly called me a liar and said "that even if I prove I no longer own the old car then it probably won't help my claim." All the "records" they have for me were from my old email and some of the information they had wasn't even my information. I feel that Geico defaulted my information to my old policy from the late 90s. Originally they were trying to deny the claim "because I have insured the wrong car" which I proved I had not owned for over two years and I know for a fact that when I started the policy with Geico in March online that I personally put in the VIN, make, model, color and year of the car I own now. They will not provide me with all my history with Geico, they keep transferring me to other departments and I still have not received my entire history with Geico. Now that I showed that I no longer own the old car they denied my claim by saying that I did not add the Element to the policy until the date of the Vandalism. Which if you go by DMV records is false because my car is registered and was done so in June which means Geico was covering my Element. Furthermore, my account was paid with automatic bill pay every month so I was in good standing. In addition, when I met face to face with and agent originally he wanted to meet at a Wendy's, I told him that I did not feel comfortable with that and asked why we were not meeting in an office. He said "there are office space constraints" and "i don't know why you don't feel comfortable with that meeting place. All my other clients meet me there and no one has Voicemail and text that I cancelled the meeting, when actually I just changed the meeting place. The entire process has been so frustrating, unprofessional and down right unjustifiable.Desired Settlement: I feel that Geico should pay for the repair of my window and value of my purse and it's content that was stolen. Which is what I said to the agent, [redacted], that I met with in person. Value of $600.

Business

Response:

Dear **. [redacted]:

Review: The insurance adjuster evaluated my car for damages done on private property due to a hit and run accident. When I met with the adjuster for evaluation of damages, it was apparently at one of Geico's repair body shops that they use for their claims....When the car was released, the body shop had ruined the paint on the car and refuses to pay for damages....I had another expert look at the car and he said that in his professional opinion the damages done to the paint looked like some kind of paint thinner that a technician used to wipe down the car. This affirms that the damages to my car was done inside a paint shop. Geico has done nothing to confront the body shop about their unethical practices....When I talked to the insurance adjuster's supervisor he appeared to take the side of the repair shop by asking that we all meet together....Well...I have already talked to the paint shop and they affirmed the same position that the damage was not their problem. There was no point in speaking with the repair shop when they are not willing to negotiate...I could tell that this was a case of the "good ole boy" net work whereby the insurance adjuster was siding with the shop's unethical practices...Geico appears to be supporting and referring to a company with highly unethcal practices. Geico made no apology to me or showed any concern about my being out of money for a paint job that I will now have to pay for....In addition, Geico has made NO attempt to hold this repair shop responsible...Desired Settlement: Since the paint shop will not negotiate a settlement and Geico has made no attempt to hold this repair shop responsible, the I should receive a paint job at Geico's expense.

Business

Response:

April 9, 2014Dear [redacted]:Thank you for your April 7, 2014 inquiry.We inspected **. [redacted]’s vehicle on March 10, 2014, prepared a repair estimate, verified the visible damages related to the loss reported to us, and reviewed the covered repairs listed on the estimate with **. [redacted] at that time. **. [redacted] chose to have his vehicle repaired at Advanced Collision. We also noted at the time of the initial inspection **. [redacted]’s 2002 [redacted] with 275,000+ miles had suffered significant paint fading over time (being over 12 years old and having 275,281 miles, this is understandable). Due to the loss damage being confined to the right rear of the vehicle, we agreed to take care of those damages within the handling of the claim.After the repairs were completed, **. [redacted] made us aware he was not pleased with the final repairs as performed by the shop, specifically the paint mismatch on his vehicle. **. [redacted]’s paint mismatch is not due to improper color but due to the extensive fading of the paint on the rest of the vehicle. Again, we noted the condition of the paint at the time of our estimate preparation before Advanced Collision performed any repairs to **. [redacted]’s vehicle. **. [redacted] has also alleged the shop damaged the remaining panels on his vehicle. There is no evidence to support that theory.We regret **. [redacted] has refinish issues with his car, but we cannot agree to pay for refinish issues not related to the loss reported and caused by wear and tear over a significant period of time.If you have any further questions, please 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: What Gieco wrote about the mismatch between the new paint and the old paint is accurate....However, this had ABSOLUTELY nothing to do with my initial complaint. It is self evident that any new paint being being applied along side the older paint will show a difference between the new and older paint. My complaint, and I repeat again, was that while the car does have high mileage, the current paint is not a reflection of the mileage. I had the entire car repainted a little over two years ago. The paint was still in good shape and was not oxidized or fadded at this point. When the car was returned to me, I immediately noticed a substance that was dried over the paint. The substance had dried drip marks and splotches scattered over the hood, top and side doors of the car. I took the car to another expert body person who stated that, in his opinion, the paint damage was likely done inside a body shop and appeared to be some type of Laquer thinner . In Addition, everyone at my work place noticed the damage when I came to work the next day. My collegues and I are not suffering from an over active imagination. This is the testimony of several highly educated witnesses to the condition of the car before and after the work was done.

Regards,

Business

Response:

April 16, 2014Dear [redacted]:Thank you for your April 11, 2014 follow-up inquiry.We met with [redacted] and again inspected his vehicle to make sure we were openly considering his complaint. Additionally, we met with Advanced Collision (the body shop [redacted] chose to repair the loss related damages) and interviewed them about their refinish processes, reviewed a receipt provided to us by [redacted] from a prior repair at [redacted] which took place in 2011, and also called and spoke with [redacted].Our interview with Advanced Collision found they maintain they never used any thinner on [redacted]’s vehicle, that they would never spray thinner randomly on a customer’s vehicle, and that [redacted]’s vehicle arrived at their location with the paint conditions [redacted] is claiming they caused.Our review of the receipt provided found [redacted] advised [redacted] they would not warranty these types of conditions that could develop after they painted the vehicle several years ago due to prior damage. Our interview of [redacted] found they admit they do sometimes use thinner on vehicles as part of their processes but they did not want to get involved with this matter.We have openly considered the merits of [redacted]’s theory that Advanced Collision would have used thinner on his vehicle and caused damage to his paint. However, there continues to be zero evidence that supports this theory. We have thanked [redacted] for allowing us the time to inspect his vehicle again and apologized there is nothing more we can do to assist him with his paint condition that exists on his vehicle.If you have any further questions, please contact [redacted], Auto Damage Manager, at ###-###-####.Sincerely,

Review: I left GEICO in 2007 after repair of my $25,000.00 was performed for

$28,000.00 & God Save me from coming back to GEICO in the nearest 100 years.Desired Settlement: STOP SENDING ME ANY OFFER INFORMATION!!!!!!

I spoke to [redacted] on 08/25/13, who transferred me to [redacted]. and she refused to give her full last name or ID

number, and hang up. Another reason to AVOID GEICO!!!!!

Business

Response:

September 10, 2013

Review: Geico is my insurance provider. I was struck in the rear by another car and there are open claims that geico refuses to acknowledge or discuss. They paid for part of the claim but not supplemental damages that were unforeseen from the initial adjustment. All adjustment reports were conducted by Geico per their policy agreement.

I have a list of outstanding claims exceeding $5,000. Including a diminished value claim. As soon as I mentioned diminished value they disappeared and have not returned a phone call, email, or internet message for more than 3 weeks.

I have detailed supporting documentation outlining my expenses and claims. These documents were received by Geico more than 1 month ago. this level of service is unacceptable and violates their policy that a representative will respond within the next business day. TDesired Settlement: My desired outcome is they pay the remainder of the damages on the vehicle. I have supporting documentation to prove my claims.

Business

Response:

Please see the attached 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:

Review: I have been with Geico Insurance for car insurance coverage for many years now covering my 2003 Chevy S-10. I have had 1 or 2 claims with Geico previously where they responded quickly to assist when there was an accident. However, my car was recently broken into with the entire driver's side window glass being completely broken and the metal around where the window opens being pried apart which has made the car unfit and mostly unsafe to drive.

I filed a claim regarding this issue with Geico last Saturday 03/23 at 1:00 PM MST and provided the police report number to them later that day. My coverage that would include this theft is comprehensive for which I have a 1,000 deductible and rental reimbursement. I did add this coverage approximately two weeks before this incident happened, but Geico is now saying that they cannot provide coverage for me until they work on the "coverage issue" on my account. This includes even having my car evaluated for damage.

Due to this, I have been stuck without a safe car to drive for the past week even though I have never missed any payments for coverage.

Please assist in helping me having my approved coverage be applied to the damage to my vehicle.

Thanks,

[redacted]Desired Settlement: I would like an evaluation of the damage to my vehicle and an approval of the rental reimbursement coverage while I'm waiting for the evaluation to be completed.

Business

Response:

April 17, 2013

Revdex.com of Metropolitan Washington DC and Eastern Pennsylvania

1411 K St. NW, 10th floor

P.O. Box 149104

Attention: [redacted]

RE: CASE NUMBER: [redacted]

COMPLAINANT: [redacted]

INSURED: [redacted]

CLAIM NUMBER: [redacted]

POLICY NUMBER: [redacted]

DATE OF LOSS: March 23, 2013

COMPANY: GEICO General Insurance Company

NAIC#: [redacted]

Dear **. [redacted]:

Review: My husband and I, were insured by Geico until 3/13/14. I decided to drop Geico as a result of the incident my complaint is based on. On 3/8/14, my husband, [redacted], went hunting on [redacted], Georgia. At approximately 11:00 A.M., he drove through a puddle on the way out of the hunting area. He had gone through the same puddle without issue on the way in to the hunting area. Unfortunately, the truck stalled on the way out. He was able to get the truck started, and drove it [redacted] which was less than a 5 minute drive. It was making a loud clicking noise, and the air filter was soaked with water. I called Geico to inquire on whether towing would be covered. Since we did not have Roadside Assistance, we were informed that it would not be. Then, we had the truck towed to the local [redacted] dealership ([redacted] in [redacted], GA). The service department was not able to examine the vehicle on 3/8/14, as they were not staffed with enough mechanics. The service department was closed Sunday, so we did not get a call regarding the condition of the truck until 3/9/14. [redacted], from [redacted] Service department, informed us that the motor needed to be replaced, and suggested that we call our insurance company. I then placed a call to Geico to inquire on whether the motor replacement would be covered. I talked to [redacted], and described what occurred and the damage to my husband’s truck. I did not misrepresent any information, or falsify any details. [redacted] told me that repairing the motor would be covered under our comprehensive insurance, and we’d have a $500 deductible. He filed the claim under “flood,” and said that an insurance adjuster would be calling me to set up a time to examine the vehicle. [redacted], insurance adjuster, examined the vehicle on 3/11/2014. He called me with an estimate but said he couldn’t authorize repairs, and a Geico representative would be reviewing the information he submitted. I was very surprised when I received a call from [redacted], from the special investigation unit of Geico on 3/12/14. [redacted] immediately caught me off guard by asking about the registration on the truck. He told me that the truck hadn’t been registered in a year, and didn’t have an owner’s name on file. I believe he was fishing for information. The registration is up to date, expiring on April 2, 2014, and registered to my husband, [redacted]. Once [redacted] found out there was no lien holder on file, he immediately began attempting to intimidate me. He explained that he was investigating a fraudulent claim for flood damage, and would be deciding whether to turn the file over to the Attorney General’s Office. I am 9 months pregnant, and was caught very off guard by the nature and tone of the call. Neither my husband nor I, misrepresented any information to the insurance company. We were upfront with the information, and the first Geico representative assured me that the vehicle would be covered under comprehensive insurance. [redacted] was adamant that I needed to sign a form to withdraw my claim immediately, and this would all go away. He claimed that my husband was responsible for the damage to the vehicle – that it was intentional on his part. Furthermore, he said that it was a premeditated act on my husband’s part. [redacted] admitted that he did not think we filed a fraudulent claim intentionally; he just thought we were unaware that it was fraudulent. I brought up the fact that service department had told me to call the insurance company, and that is what I did. I called to inquire about coverage, was told that it would be covered, and subsequently filed a claim via telephone. [redacted]’s excuse was that the customer service representatives take hundreds of calls a day, and can’t really say for sure whether something will be covered without seeing the vehicle. He insisted that he needed the form signed immediately, and that he needed to meet with me that night. I am nine months pregnant, and I was very distraught over the situation. I had my husband sign the withdraw form without considering any alternatives. I feel that we were coerced in to signing the withdraw form, so that Geico could avoid paying for a valid claim. I do not understand the urgency in signing the form, and I don’t appreciate the way **. [redacted] treated me like I was attempting to commit a criminal act. I don’t think I did anything wrong in filing a claim, but **. [redacted] made me feel like I had.Desired Settlement: I would like for Geico to cover the cost of the repairs to the motor, as they said they initially said they would.

Business

Response:

March 25, 2014Dear **. [redacted]:Thank you for your March 21, 2014 inquiry.Due to the circu**tances surrounding this loss, we referred the claim to our Special Investigation Unit. Our associate made phone contact with **. [redacted], explained his position with the company and relevant involvement with the claim, and briefed her on our concerns with the claim as filed.It was agreed we would meet **. [redacted] at [redacted] Dealership in [redacted], Georgia to conduct an in-person interview that same evening. We explained our concern of the insured vehicle having large tires and sitting high off the ground, indications were the truck had to intentionally been driven through a very deep water hole in order to damage the engine of the truck. We further explained additional investigation would be necessary to evaluate the merits of the claim to see if it would be covered under the GEICO policy. At that point **. [redacted] said he was going to withdraw the claim and did not wish to participate with or go through an investigation. Further, the insured stated he was at the dealership that evening to trade the truck in on another vehicle and because of the truck’s value, it would cost more to replace the engine than what the vehicle was worth.We then presented a claim withdrawal form to the insured which was completed and signed by **. [redacted]. **. [redacted] did not satisfy his requirement under the policy contact to cooperate with our investigation. Lastly, the policyholder sold the insurable rights to the vehicle on the same date of the withdrawal by way of trading the vehicle in on a new vehicle.If further information is needed, please contact [redacted], Special Investigation 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:The response given by **. [redacted] is not a truthful account of the exchange that occurred between **. [redacted], my husband, and myself. Yes, **. [redacted] did indicate that he was investigating our claim for insurance fraud. However, he was very aggressive, and adamant that he needed the withdrawal form signed the very evening our first conversation. I was not aware of the concern that the truck had high tires, sat high off the ground, or that he asserted that the truck had been intentionally driven through a mud hole with the intent of ruining the engine. **. [redacted] informed me that the engine damage would not be covered because in order for it to be covered, the truck would have had to be damaged through, "an act of God - such as a flood, hurricane, or tornado." I argued the fact that Geico clai** representatives told me over the phone that it would be something that was covered under our comprehensive insurance, due to the fact that it was an accident. **. [redacted] told my husband that the clai** representatives are mostly college students. and basically don't know what they are doing. I am even more angrier now with Geico now that I know that [redacted] was untruthful about the investigation. He in no way, shape, or form gave us the impression that he was meeting us at the [redacted] Dealership to conduct an investigation. He was overly aggressive in having the withdrawal form signed immediately which I believe was a tactic so that we would not have any time at all to look in to the matter any further. **. [redacted] came to [redacted] for the sole purpose of having the withdrawal form signed. Once again, he did not let us know there was any option of further conducting an investigation to determine whether Geico would cover the truck damage. I felt threatened and coerced in to signing the withdrawal form because **. [redacted] insinuated that he was considering turning my file over to the Attorney General's Office. He did not indicate that there was any other alternative to signing the form. With our little experience in dealing with insurance companies, we had no idea of what our options were. Furthermore, our vehicle was completely paid off, had expensive aftermarket parts added, excellent mileage considering the year, and was in general good condition. I don't understand or appreciate Geico's assumption that a deliberate act was done in order to damage the truck.

Regards,

Business

Response:

April 8,2014Dear **. [redacted]:Thank you for your March 27, 2014 follow-up inquiry.**. [redacted] reported the engine of his truck flooded because he drove through a large puddle twice while on a hunting trip. Several concerns were raised upon inspection of the vehicle; most noticeable was water was identified in the air intake and passenger compartments. Given the height of the truck, the water would have to have been close to waist height to enter the vehicle. There had been no significant rain to generate a puddle deep enough for the loss to have occurred as claimed. As a result, further investigation was warranted.When our investigator, **. [redacted], met with **. [redacted] at the dealership, [redacted] was not present during the conversation. **. [redacted] refused to provide a recorded statement but agreed to discuss the facts. **. [redacted] stated we were concerned that for the engine to have been damaged, the truck must have been intentionally driven through a deep water hole. **. [redacted] stated he did intend to drive the truck through a deep mud/water hole while hunting but attempted to stay near the shallower edges; however, the water was deeper than he expected and the truck slid deeper. We advised **. [redacted] further investigation would be needed to determine if the loss would be covered. **. [redacted] then stated he did not wish to participate in any further investigation and wanted to withdraw his claim.Following **. [redacted]’s withdrawal, our Auto Damage Director, [redacted], spoke with [redacted]. He apologized for her dissatisfaction with the investigation and explained why the situation is not considered an accidental loss.[redacted] also spoke with me, [redacted]. I apologized if she felt the investigation was aggressive. She expressed that she wanted to make sure we knew her feelings and we would have the right conversations with the associates involved.If further information is needed, please contact [redacted], Special Investigation 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:First of all, there was never any water in the passenger compartments. Yes, the interior was dirty. However, water has never at any point in time entered the passenger compartments. This refutes the claim that the water in the puddle would have to have been waist high. Due to the angle that the front of the truck entered the puddle, the damage occurred. Secondly, **. [redacted] never requested a recorded statement from **. [redacted] at any time. As stated previously, at no point in time did **. [redacted] state anything regarding that in order for the loss to be covered, an investigation would have to occur. Instead, **. [redacted] insisted that the withdrawal form would need to be signed immediately. **. [redacted] never requested to further investigate the claim. He stated that the loss would not be covered, and it would be considered fraudulent if we chose to pursue the claim. It seems that **. [redacted] provided an enormous amount of false information regarding our claim.

Regards,

Review: I have had GEICO auto insurance for 7 years, and have had 5 star service from them until my policy was up on the 25th of Dec, 2013. Due to an accident earlier in the year, my rates went up, which is understandable. I found out on the last day of my policy with Gieco of the higher rates, so I did not renew with them and got an Insurance Police with [redacted] because they had better rates. I called Geico to inform them I was not going to renew the policy with them. Geico told me all I had to do was email them a statement saying I was not going to renew my policy with them, and that they would take care of everything. I emailed them immediately and trusted them to take care of their end. The next day, I received an email from Geico saying I owed them for coverage on the 26th & 27th. I called them again, and explained to them AGAIN, that the policy ended and was cancelled on the 25th, and I already had coverage with another company starting on the 26th. For those two days, Geico wanted to charge me $100. After many phone calls and faxing many documents Geico is still trying to charge me $86.00 for two days of Insurance that I did I NOT authorize or need since I got a better rate with [redacted] starting on Dec 25th.Desired Settlement: I just don't want to be charged for Insurance I did not authorize or even need since I already have a policy with [redacted].

Business

Response:

January 2, 2014

Review: Previously, I was a customer of Geico and I did have about two clai** during the entire time I was with the company. In each of the events that I had to file a claim, they were through no-fault of mine and because I live in a no-fault state, it was my understanding and it was conveyed to me that I was not to be penalized for making a claim for vandalism and the other one was when I initially purchasedthe car, I assume that the suspension failed, which caused me to corralled into a guard rail. In fact, I still did not receive a finding of fact with respect to that investigation because it was not penalized against me; therefore, it did not bother/concern me.

When I left Geico and went to another insurance company, they did provide me with a letter that, that (vandalism 2009) incident was not my fault and I was not responsible that unfortunate event. The company I went to did accept the letter and I was not penalized, but it appears that Geico operates on a system in which the accident is recorded as it was my FAULT, which is not TRUE, and it is giving me sky-rocket prices for insurance and it is not fair to me because both of the clai** were matters that I could control.

I do not know if the Revdex.com has a record of the complaints I have filed, but if you do, then you will be able to see that this matter was settled. However, it is not reflected in the system because when I requested a new quote, the system asked me to give an explanation as to how and why that claim was made.Desired Settlement: I would like for Geico to give me an accurate quote.

If the quote in which the system is reading is accurate, then I would like to know why it is so high because I haven't had any clai** that were at-fault, any tickets, or points on my license.

It is my hope that this matter will be resolved in a very expeditious manner and in a way that speaks the truth.

Business

Response:

Please find enclosed our response for Complaint #[redacted], *. [redacted].

December 26, 2013

Dear **. [redacted],

We received your correspondence dated December 23, 2013, regarding the above-noted Consumer. Our attempts to discuss this matter with **. [redacted] by telephone have been unsuccessful.

On November 3, 2013, **. [redacted] received eight online quotes from GEICO ranging from $1,473.71 to $1,675.50. Those premiums reflected **. [redacted]’s representation that he had not been involved in any accidents, regardless of fault, or convicted of any traffic infractions, within the past five years. When **. [redacted] began to purchase a policy, his Motor Vehicle Report (MVR) indicated he was convicted of two speeding violations that occurred on June 22, 2012, and July 13, 2012. **. [redacted]’s CLUE (Comprehensive Loss Underwriting Exchange) report indicated he was involved in accidents on August 13, 2011, and April 29, 2012. Since **. [redacted] had not reported the accidents, and since payments were made for repairs to his vehicle, we considered the losses to be at-fault accidents. Based on the unreported convictions and accidents, **. [redacted]’s premium quoted increased to $2,751.21.

We since confirmed that **. [redacted]’s accident of August 13, 2011, occurred while he was insured with GEICO, and was considered a not-at-fault accident. Upon receipt of your complaint, we contacted [redacted] Insurance Company, who **. [redacted] was insured with at the time of his April 29, 2012, loss. [redacted] confirmed **.

[redacted]’s accident was considered an at-fault loss. In consideration of the not-at-fault accident with GEICO, but with the addition of **. [redacted]’s undisclosed at-fault accident with [redacted] Insurance Company, and his undisclosed speeding violations, we are able to offer **. [redacted] a six-month premium of $2,335.17.

We trust this information is sufficient to allow you to close your file. Please call [redacted], Customer Service Director, at ([redacted], if you have any further questions.

Sincerely,

Review: 1.[redacted], agent :[redacted]

2.[redacted] manager Customer service : [redacted]

3.[redacted]

I called on Feb 15th( 3. [redacted]) and spoke to an extremely rude customer service agent who had a hour long discussion about why he would not add defensive driver certificate to my policy.

called march 10th Spoke to first (1. [redacted]) she did the same thing agent 3. after an Hour long wait and was extremely hostile, requested to be transfered to a manager (2.) she went over the same thing and did not apply the discount. in the process I sent 10 faxes to to no [redacted], around 10-20 emails to various email address.

A lot of people in my company have the same Certificate and they got it added to their account in one phone call, some did not even have to call, the fax was sufficient ,Since I cant reveal information other than mine I am not writing thier names and policy no. which they have obliged to provide but would be happy to if contacted. Why this discrimination with me? I can only think of 2 reasons.

1. The customer service executes there policys on the basis of their MOOD

2. My accent reveal that I am a foreign national and they hold a bias.

why are there different policys for different people. And if this is a mistake why should my colleagues suffer and why am I not being honored with the same discount?.

I am now switiching and moving to [redacted] I have had it enough, and THEY ARE ACCEPTING THE CERTIFICATE with out any hassel. MARCH is the last month with you guys hope the agents and manager learns from this.Desired Settlement: Apologies, apply the defensive driver certificate. Train your employee for god sake!

Business

Response:

Please see attached PDF response

Review: I pay my insurance monthly via their automatic payment program. They stated that my bank disputed a payment which caused them to reverse all my payments and make me over pay. They stated that they sent the payment back to my bank who has confirmed on several conference calls has yet to be received. I have done my due diligence. My bank and I have requested for the Director to contact us and this has yet to happen. I have also went on social media as a plea to fix this issue so I can remain a customer and no communication. I spoke with a manager (he was about my 6 or 7th one) and he stated well pay us and we will figure it out. I am not giving one red penny!Desired Settlement: I would like an apology for the countless hours and multiple unaccountable representatives I spoke with. But more than anything I need this corrected ASAP!

Business

Response:

March7, 2014

Dear **. [redacted]:

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

[redacted]had a GEICO Indemnity policy number [redacted] effective July 11, 2013 through January 11, 2014 (copy enclosed). The billing method selected was the Recurring Card Payment plan using a [redacted] credit card (copy enclosed).

A Recurring Card Payment Notification was mailed to [redacted] on July 31, 2013 to advise the next automatic charge to her [redacted] card amount would be in the amount of $334.54 on August 11, 2013 (copy enclosed). The [redacted] recurring card payment was applied to [redacted]’s policy on August 11, 2013.

On September 5, 2013, GEICO received a [redacted] credit card dispute in the amount of $334.54 indicating the charge was fraudulent. The cardholder’s name was not listed on the dispute paperwork. The dispute was contested by GEICO since the credit card had been used multiple times for payments on [redacted]’s policy.

On November 22, 2013 the [redacted] pre-arbitration was settled and the amount of $334.54 was removed from [redacted]’s policy and returned to the recurring credit card. A letter was mailed to [redacted] to advise the payment was removed from her policy (copy enclosed). As a result of the payment being reversed, the policy was only paid for until November 24, 2013.

On November 30, 2013, a Recurring Card Payment Notification was mailed to [redacted] to advise the automatic charge to her credit card would be $553.94 due on December 11, 2013. The $553.94 represents the $334.54 reversed payment plus the current installment amount of $219.40 for the December 11, 2013 payment (copy enclosed).

On December 5, 2013, the Internet Unit received an e-mail from [redacted] indicating she wanted to postpone the payment and did not want her credit card charged until the matter was resolved (copy enclosed). Therefore, the policy was changed from Recurring Credit Card to the Direct Invoice billing method.

On December 12, 2013, a Notice of Cancellation for Nonpayment of Premium was mailed to [redacted] in the amount of $334.94 indicating if a payment was not received by 12:01 a.m. on December 23, 2013 the policy would cancel (copy enclosed).

The payment was not received and on December 27, 2013, a Balance due on Canceled Policy was mailed for the earned amount due of $209.32 (copy enclosed). The policy was only paid for until November 24, 2013, however coverage was provided until December 23, 2013.

On December 30, 2013, [redacted] contacted a GEICO representative and requested the disputed funds of $334.54 be reapplied to the policy. GEICO advised [redacted] the funds had been removed from her policy and were returned to the recurring credit card on file. [redacted] stated the funds were not on her credit card. We then advised [redacted] she would need to contact the banking institution for investigation. [redacted] then advised since the time the payment was to be returned to her credit card that she had closed the credit card account.

On December 31, 2013, GEICO confirmed with Wells Fargo the payment was released to the cardholder’s bank.

We regret any inconvenience that [redacted] has experienced; however, she will need to contact her bank for the investigation.

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,