Geico Corporation

Review: I purchased an insurance policy from GEICO. When I purchased the policy I selected a 15,000 bodily coverage. I posses the copy that I received after the purchase, which shows the coverage I selected. I payed the 6 month coverage as a one time payment. I was surprised when I received an email for a $272.50 payment. I called on 11-17-2013, and spoke to supervisor Patty. She stated that the reason for the charge is due to a change in coverage, made by the company, to a 255,000 bodily injury coverage. She said this was done due to the need of a signed letter. I asked [redacted] if this important letter was sent via certified mail or if it had any type of tracking due to its importance, because I did not receive it, and she said no. While on the phone, they asked me to sign the letter electronically, and lowered my rate back to what I had originally purchased. She explained that there is a problem going back to sign the letter electronically, after one has already purchased the insurance, and she apologized for that.The problem is that I was left with a remaining balance of $32.73 for the days I had a coverage that I never asked for. This change of coverage was arbitrarily done due to their inability to track the letter, and the inability to be able to sign the letter electronically after the purchase was already done (I was unable to sign it during purchase, because I had a technical difficulty during purchase, and had to finalize it via phone).Desired Settlement: All I am asking for is for the insurance to make a bill adjustment, and honor my original purchase.

Business

Response:

December 1, 2013

Dear **. [redacted]:

This will acknowledge receipt of your request regarding the above named insured’s private passenger automobile policy.

I have carefully reviewed the matter and my findings are as follows:

In **. [redacted]’ correspondence to your organization he expresses concern that GEICO increased his policy premium after binding his policy when changing his coverage without his consent. He has requested that GEICO credit his policy in amount of the prorated increase.

GEICO’s records show that **. [redacted] obtained a policy via GEICO.com on October 26, 2013 to be effective October 27, 2013. During the online application process **. [redacted] was advised (when selecting coverage limits) that a coverage selection form would need to be completed if he selected coverage lower than the New Jersey Personal Injury Protection default limit of $250,000.00. This form would need completed and signed via GEICO.com, fax or mail prior to the start date of the policy or the coverage limit would increase to the default of $250,000.00 causing an increase in premium. **. [redacted] proceeded to select a $15,000.00 limit and bound the policy. He failed to complete the form prior to the policy effective date and the limit was defaulted causing an increase of $272.50 in premium.

On November 17, 2013 **. [redacted] completed the form via GEICO.com causing a prorated premium decrease of $239.77. The end result was a balance of $32.73 reflecting the higher coverage provided from policy inception (10/27/2013) through November 17, 2013.

It is GEICO’s position that all proper procedures were followed in the handling of the policy in question. New Jersey insurance regulation requires a signed coverage selection form to be on file prior to an insured carrying a limit lower than the state Personal Injury Protection default of $250,000.00. The balance of $32.73 remaining on the policy is valid and no policy credits are due. If you have any questions, or if GEICO can be of any further service in this matter, please contact me at ###-###-####.

Very truly yours,

Review: I had a renters insurance policy with Geico. I cancelled the policy on June 3, 2014 out of frustration with the siuation explained below. I set up automatic payments for the 28th of every month. It takes approximately 1-2 business days to process the payment and the payments always are deducted from my account on the 2nd of every month. In the particular month of May, Geico tried to deduct the funds on the 5th of the month causing a fee to my account. I called and spoke with [redacted] on 5/7/14 and explained the situation and she advised that since it was their error she would submit paperwork for a refund. On 5/15/14 after not receiving the refund I called and spoke with [redacted] who advised me that it was processed but it takes 7-10 days to appear in my account. I called Geico again on 5/27/14 and spoke with [redacted] who also advised that the paperwork was approved and processed but it takes again the 7-10 day time frame. As of June 3, I still do not have the 30.00 refund promised to me by 3 different Geico representatives. Additionally when I called June 3rd and spoke with a [redacted], he advised that there were no notes in the system regarding my situation and questioned why a refund would be due.Desired Settlement: $30.00 refund due to me as soon as possible.

Business

Response:

June 11, 2014Dear [redacted]:I am writing to you in response to **. [redacted]’s concerns outlined in your June 5, 2014 communication.GEICO Insurance Agency, Inc. (GIAI) is an agent for [redacted] Insurance. As an agent we must abide by the rates, rules and guidelines set forth by the carrier. All EFT payments are processed by the carrier.[redacted] records show that the monthly payment of $29 was processed on May 2, 2014.**. [redacted] spoke directly to the [redacted] billing department about the date the payment was processed. The [redacted] and [redacted] refrenced in his letter are both [redacted] Associates. As the refund discussion was directly with [redacted] not GIAI, I have requested that a representative of [redacted] contact **. [redacted] to discuss their process.**. [redacted] contacted GIAI on June 3rd requesting cancellation of coverage because he had not received the refund from [redacted]. The policy was terminated per his request.If you have additional questions or concerns, please contact me at ###-###-####.Sincerely,

Review: I was shopping for auto insurance online and compared Geico's prices. After going to their website one time I received 3 phone calls a day with messages to call back if I would like to continue with my quote. I also, received mail from them encouraging me to pursue my quote. This afternoon (while I am at work)- I had received my second call for the day and politely told the salesman I would call back if I decided I was interested. He the questioned me about when my breaks were for work so he could call me back. I understand you must be persistent in sales, but I was becoming uncomfortable with the amount of times they "followed up" with me.

Business

Response:

May 29, 2014Dear [redacted]:This will acknowledge receipt of your request regarding the above named insured’s private passenger automobile policy. I have carefully reviewed the matter and my findings are as follows:In [redacted]’s correspondence to your organization she expresses concern that GEICO’s sales division has made several attempts to contact her after she completed a GEICO application.GEICO’s records show that [redacted] did complete a GEICO application. It is GEICO’s practice to contact an interested applicant up to six times over a period of seven to ten days after requesting a quote. GEICO cannot determine the exact number of times that [redacted]’s number was solicited by our sales division as no calls were made by an automated outbound dialer, but I can assure you that it is not GEICO’s practice to make three phone calls per day. Since it has been over ten days since the policy application was completed, the calls should have ceased. I have made the office handling the calls aware of this situation and have been assured that no more calls will be made to [redacted] regarding her application.If you have any questions, or if GEICO can be of any further service in this matter, please contact me at [redacted].Very truly yours,

Review: On 7/23/2014 my [redacted] pickup truck was in the repair shop for work on the brakes. An employee of the shop was in the truck moving it to the repair bay from their overflow parking area when another car came in at an odd angle and at a high rate of speed, slamming into the front end of my truck hard enough to push the bumper back into the radiator, puncturing it, and knocking the fiberglass camper top off of the truck altogether. The subsequent police report references a witness statement that the vehicle was traveling at a high rate of speed and the officer concludes that the accident could have been avoided if the other driver had made a right turn correctly instead of going in at a diagonal.

Both I and the other driver have GEICO insurance. Separate claims were initiated with separate adjusters. The initial investigation took perhaps five days during which time I received little information. I was forced to drive the truck because I have no other vehicle. I initially was unaware of the damage to the radiator though this became apparent very soon. I discovered the extent of the damage when I returned to my mechanic on Monday, 7/28. I contacted GEICO to seek an update and ensured that the adjuster was able to speak to the driver of my car, the employee of the shop, as this had been the last remaining piece to be completed. Having reviewed the documentation including the police report and based on input from the driver the adjuster assured me that the other driver would be held responsible and he approved the initiation of repairs and a rental car for me.

Two days later I was contacted again by GEICO, a separate adjuster this time, who informed me that the other driver had contested the conclusion of responsibility, triggering an additional investigation on the part of GEICO. This investigation was to be parallel involving each claim separately, each handled by a different adjuster. I spoke with both and was told by my adjuster that the finding of responsibility by the other driver would very likely be continued. My truck still had not been addressed though it had been sitting at a body shop awaiting repairs. Throughout the process I was having to initiate inquiries rather than receiving promised phone calls. I learned on Thursday the 31st that the finding had been changed to shared responsibility based on the other driver’s assertion that the driver of my car was inching forward prior to impact. The police report indicates that she thought the truck was parked and did not think it was moving; this is a direct contradiction. It also seems to be a conflict for this same company to be handling each claim and that I have no route of appeal as did the other driver. However, the mechanic shop was pledging to complete the repairs so I did not loudly protest at that time other than to express to my adjuster confusion and displeasure with the process. At that time she assured me that my rental car, having been previously approved, would continue to be covered.

The next day, Friday, August 1, I received a call at 3:30 in afternoon from the other driver's adjuster informing me that coverage of the rental car was to expire that day. This call came in late on a Friday afternoon leaving very little time to address the situation. At this time I loudly protested and was given until the next day Saturday to turn the car in. I spoke with my adjuster again and then her supervisor to inquire as to the process and to protest the situation as I was not even driving the car and yet was in a position of having to pay for a rental car out-of-pocket. Despite this appeal I was told there was no other option.

My contention is that this review process is conflicted and open to mistake, particularly if the verbal statement of the other driver is taken as truth even though it contradicts her statement to the police that day.Desired Settlement: Reimbursement for the cost of the rental car until my vehicle repairs are finished.

Business

Response:

August 11, 2014

Revdex.com

1411 K St. NW, 10th FLOOR

WASHINTON DC 20005-3404

Claim Number: [redacted]

Insured: [redacted]

Date of Loss: July 23, 2014

File Number: [redacted]

Dear [redacted]:

We are in receipt of your letter received August 6, 2014.

[redacted] reported the accident to GEICO on July 23, 2014. Both parties involved in the accident are insured with GEICO. Initially after speaking with both parties involved it did not appear that there was a liability dispute and on July 28, 2014, [redacted] was informed he was not at fault for the accident.

When the initial decision was made, the opposing parties disagreed and the claim was assigned for further investigation. We reviewed both driver’s accounts of the accident, a witness account of the accident, and the copy of the accident report.

The opposing driver was found to be responsible for entering a parking lot at a high rate of speed and entering at the wrong area of the parking lot. The driver of [redacted]’s vehicle was found to be responsible for failing to maintain proper lookout, as the witness confirmed he was slowly pulling out of the parking lot at the time the opposing vehicle was entering.

This decision was explained to [redacted] on August 1, 2014. It was decided by the adjuster on the opposing file (Claim # [redacted]) as a customer courtesy that he could stay in rental until August 2, 2014 and GEICO would pay for the rental vehicle up to that date.

Please contact Claims Liability Supervisor, Jeremy D[redacted], at ###-###-####, or email [redacted], if you have any further questions.

Sincerely,

Joseph *. T[redacted]

Virginia Beach Regional Office

Government Employees Insurance

NAIC # [redacted]

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because: The police report quotes the other driver as follows: "Driver 1 said that she thought the truck was parked and did not think it was moving." This directly contradicts her later statement that it was in fact moving.

Review: I was using their website to check into possible vehicle insurance with them. I put in my information but changed my mind. Their website froze but I never received any confirmation of purchase. Well the next morning I see that my bank account was charged $54.13 and $96.65 for a total of $150.78. I contacted the company on 4/8 with regards to this. The female representative I spoke to apologized and said she would be refunding me $150.78 and that it could take 5-7 business days. So on 4/14 I see they refunded me the $96.65 so I waited the additional day as to give them the 7 business days. On the 15th I see they did not so I called the company. I got a representative that told me I would not be getting it back due to having a previous policy with them that I owed them for. I did not have a previous policy with them as I have been with [redacted] for 3 years. They were saying in 2013. So I said then why did the female I talked to a week prior tell me I was being refunded everything. He says well she was in error and you aren't getting it. He got rather nasty with me about it. I told him then I will go to my bank and get my refund from them. I went to my bank on 4/15 and filled out the paperwork for the investigation. I called my bank today as I was told it would take up to 10 business days which was today. They said Geico told them it was owed for a previous policy but again I have never had a policy. I tried to explain to the bank then why did they refund the one and not the other. That alone makes no sense. The bank said I would have to go to Geico for it. They were no help 2 weeks ago how would they be helpful now. So in talking with an attorney I was told to file a report so that is what I am doing.Desired Settlement: I want a refund of the $54.13 that I have been very patiently waiting for.

Business

Response:

May 9, 2012Dear [redacted]:This will acknowledge receipt of your request regarding the above named insured’s private passenger automobile policy. I have carefully reviewed the matter and my findings are as follows:In [redacted]’ correspondence to your organization she expresses concern that GEICO extracted funds from her account and has refused to refund the full amount. She also alleges that she had no intention to start a new policy with GEICO and that she did not hold a policy prior with GEICO.GEICO’s records show that [redacted] had a prior policy with GEICO with the same address, telephone and vehicle as the most recent application. The prior policy was cancelled for nonpayment of premium after the electronic check she used to pay for the policy with was returned. [redacted] owed an earned premium balance of $54.13 for coverage provided from May 9, 2013 to June 2, 2013.[redacted] most recently applied for a policy with GEICO via GEICO.com on April 7, 2014 to be effective April 8, 2014. She completed the application and acknowledged that she would be required to pay $54.13 prior to making the down payment to bind the new policy. The overdue balance from the prior policy along with a down payment of $96.65 was collected and the policy was bound. [redacted] had identification cards sent to her email.On April 8, 2014, [redacted] contacted GEICO an advised that she had purchased the policy on “accident” and requested a refund. She was refunded for the down payment on the new policy and advised that she would not be refunded the monies paid on the overdue balance of the prior policy.It is GEICO’s position that all proper procedures were followed in the handling of [redacted]’ policy. No further refund is due to [redacted] at this time. If you have any questions, or if GEICO can be of any further service in this matter, please contact me at ###-###-####.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: Again as I stated in the past I never had a policy with Geico in the

past. Secondly their site never told me of any type of outstanding

amount of $54.13 due to them as I would have questioned that. Their site

froze when I was trying to look into a policy with them and

subsequently charged me. The emails that were sent to me I deleted. When

I saw those the next morning I checked my bank account and that is when

I saw that I was charged those two amounts which is why I called them

immediately after finding them. The female representative that I spoke

to told me that both charges would be refunded due to the error. I would

like to see proof of a screen that shows where I agreed to such a

charge of $54.13. They should have to provide proof of this since it is

their website. I also have my bank investigating this through a

regulation E form as I am not responsible for this amount. If I

supposedly had a policy with them in the past that was outstanding how

come not once have I EVER received correspondence or phone calls with regards to an outstanding debt. TO me that seems really strange.

Regards,

My vehicle was involved in an accident on 7/14/15. The driver who was driving my vehicle was Sandra L[redacted]. Sandra was driving my vehicle and the driver of the other vehicle insured by Geico was behind my vehicle. When my vehicle went to make a right turn the driver of the Gecio vehicle failed to slow down and swerved to miss my vehicle causing her to hit the side of my vehicle and a pole. This ticket issued to the Geico driver clearly states the exact accident that happen at the time. Gecio is discrimination because the driver who was driving my car is Hispanic and could not speak English. I have been informed by Gecio that it was at both cars fault and they would not fix my vehicle. I am very upset at the discrimination of this company and that they have took side with there driver. I have attorney working on the case due to the driver at Gecio being at fault and Geico not wanting to repair my vehicle. Geico claims becaue my driver did not see the geico driver because she was behind my vehicle that both cars are at fault. As we all know we don't have control of what the car behind one does. This is very upsetting that I am having to go threw this. After all the evidence it was the Geico driver was at faught. The lady working my case was very rude. I called her to ask for a recorded statement that the person driving my vehicle had made and she said she needed to talk to the driver and I give the phonre her and she asked for some one who spoke Spanish so the geico claim assistant Lelonie told Sandra to give the phone back and she stated that she would sent the info out in the mail. The next day she called Sandra wanted to ask her again if she wanted the stamens sent out. I feel a large amount of discrimination on behalf of Geico

Review: On 18FEB2013 around 0930 in the morning I pulled my car's front bumper cover with the concrete stopper of my parking lot, around 1000 the same day I called Geico to submit my claim, my first question to the Geico representative was if I need to call the police to obtain a police report and the representative said that a police report was not necessary for the type of accident that happened, considering that was no damage to other property of injured people. Based of the representative statement I decide to file a claim to get my car fixed. Now Geico is taking time to file an investigation due to the lack of police report in the claim. First fact: I did ask the company if they need it even before I submit the claim because I have no experience in cases like this one. Second fact: In almost 3 years insuring with the company I never had any accidents with the cars that are under this policy. I believe that Geico is looking for any excuse to not fix my car because they are under the impression that are passing the [redacted] responsibility) of this matter over and over. As an active duty member "Integrity" is more that a word!, it is a life style I won't lie to a company to get my car fixed. I am really frustrated with this issue and I am considering that after this claim if settle I might change insurance company, I being with Geico for all this time and even during a full tour overseas because is an "A" rated insurance company but so far I seen "C" rated companies providing a better service than geico.Desired Settlement: I will like to talk with a over head manager or supervisor that can really provide a solution to this matter ASAP!, it is raining in ** and this bumper is really loose the only thing holding it are a few zip taps that I manage to place to hold it on place.

Business

Response:

Attached is our response to Complaint ID [redacted]

Review: I purchased Auto insurance from this company and was set into a 5-month plan (I pay for 5 months and the 6 month I did not have to make a payment because the previous 5 months were larger.). I was informed that my policy would continue as it was (sounds normal).

I received a bill for the start of my new month in which they had switched me to a 6 month policy which is NOT what I ordered. I called to figure out why I had a bill for the period of February and they said that they bill a month early, which eliminates the point of requesting the 5 month system. I was told that I could miss that payment and nothing would happen if I made the next payment on time. My next question was why I was switched to a 6 month policy. I was told that it is only available for the first time, and that they offer 1 month, 2 month, 3 month, 4 month or 6 month. The only one of which they do not offer is the 5 month policy plan. Originally when I chose my plan I was under the impression that this would be how I am billed permanently. It is a DECEITFUL practice to bait the consumers with this 5 month plan and then tell them it is unavailable and they can either move to a plan that is most likely out of their payable range or they can move to a plan that makes it harder to budget. I am 100% sure that if the powers that be of [redacted] were to read this they would be in disgust with the company that they own. Also I had to request that the supervisor I was speaking to on the phone remove the attitude from her voice while I was on the phone with her. She immediately changed her tone which was very respectful, but as a customer service supervisor she should never treat a customer with disrespect or attitude. I was deceived and then the customer support has the audacity to begin and speak to me with a demeaning and rude tonality. It is absolutely DISGUSTING, and if [redacted] were to be informed of this I am sure that my problem would be resolved immediately.Desired Settlement: I would like the 5-month payment plan like I originally ordered.

Business

Response:

February 24, 2014

Review: Following an accident on March 7, 2014 my car needed a repair in Geico approved facility. For the duration of the repair I rented a car and paid for the rent out of pocket. Repair took longer than initially estimated however the extension was approved by Geico adjustors based on their calls to me. I returned rental car to the rental facility on April 4, few days before repair of my car was completed, and paid for the rent 1,146.44 USD. According to my policy Geico is supposed to pay for a rental car in case of an accident for up to 50 USD daily for 30 days. In 3 months since then I made multiple attempts to get reimbursed by calling Geico customer service . All these efforts remained unsuccessful without detailed explanations.Desired Settlement: Full reimbursement of the rent amount

Business

Response:

July 28, 2014Dear [redacted]:Thank you for your letter of inquiry dated July 23, 2014.We are in receipt of [redacted]' rental invoices in the amounts of $1079.94 for dates, March 7 through April 4, 2014, and one day of rental on April 04, 2014, in the amount of $66.53.Payment in the amount of $1146.47 has been issued, as reimbursement in full, for the rental [redacted]' used while his vehicle was being repaired.We have attached a screen shot of the check processed as well as the USPS tracking number.If any additional information is needed, please contact Vince H[redacted], Claims Director at [redacted].David H[redacted] Assistant Vice President

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: I had automobile insurance with Geico. My policy included full coverage insurance for a 2005 Volvo XC 90 and liability coverage for a 2004 Ford F250. Before my son acquired his drivers license I called to verify the price of the new policy. I was quoted a price but upon adding my son the insurance was nearly triple the quoted price. At that time I acquired insurance through [redacted]. I called and canceled my policy with Geico at the end of a billing cycle. My insurance with [redacted] was effective 8-8-2013. I have now received a bill from a collections agency for insurance through Geico, AFTER the cancellation. I have called Geico but they claim they are required to "cover me" until I provide "proof" that I have insurance through another company even though I canceled the policy.

I am unaware of any laws that require me to pay for insurance after I have canceled it or any laws that require me to provide personal information to an insurance company after I have canceled that policy.

The collection company mail is addressed "Geico Indemnity Company". I am unsure if this is the collection company. I have also contacted the number provided on the collection mail but they state I must resolve the issue with Gieco directly.Desired Settlement: I wish to have the collection account removed and no negative indicators reported toward my credit.

Business

Response:

January 6, 2014

Review: Debit charge fees that I was unaware about.

After updating my card information for my insurance, I decided to log in my online account to make sure that the update was successful. Once I began to look through my policy I noticed that I was being charged a fee for using my debit card that I was unaware of. When my rate went up I was told that sometimes the insurance rates go up and sometimes they go down depending on your location. I took the representatives word and continued to pay the new rate. Unbeknownst to me I could have been saving money by just going into Geico and paying the lower rate or just linking my checking account instead of my debit card. From my understanding with other companies you usually get a discount for doing auto pay which I know now isn't the case with this company.Desired Settlement: Outline the fees for debit card usage in automatic monthly (payment due)emails so payees know what their total payment is for.

Business

Response:

July 22, 2014

Review: I CURRENTLY HAVE AUTO INSURANCE WITH GEICO. I CONTACTED THEM ON SUNDAY,JULY 20, 2014 ABOUT A QUOTE.I EXPLAINED TO THE CUSTOMER SERVICE REP THAT I ONLY WANTED A "QUOTE" REGARDING POSSIBLY ADDING SOMEONE TO MY POLICY. THE REP ASKED ME WHO THE PERSON WAS I TOLD HIM IT WAS MY 21 YEAR OLD DAUGHTER. HE GOT HER INFORMATION AND STARTED QUOTING OFF AMOUNT FOR THE CURRENT MONTH, THE PRORRATED AMOUNT FOR THE NEXT MONTH & THE NEW AMOUNT THERE AFTER. THE REP, JOSEPH C[redacted], THEN TOLD ME THAT MY DAUGHTER, AS OF THAT MOMENT WAS ON MY POLICY. I EXPLAINED TO HIM THAT I DID NOT ASK HIM TO ADD HER I ONLY WANTED A QUOTE, BECAUSE SHE HADN'T EVEN STARTED DRIVING YET. SHE WAS ONLY ISSUED A "PERMIT" BY THE DMV, WHICH MEANT THAT THEY (DMV) HAD TO "TEST" HER DDRIVING BEFORE RELEASING HER RESTIRCTIONS; DIRVING WITH A LICENSED DRIVER OVER 21. HE STATED THAT GIECO'S POLICY STATES THAT ANY LICENSED DRIVER LIVING AT "MY ADDRESS" HAS TO BE ADDED TO MY POLICY, NO EXCEPTIONS!!! HE SAID THAT THE ONLY WAY SHE COULD BE TAKEN OFF IS IF I SIGN AN "EXCLUSION" FORM. AND IF AT A LATER TIME, I CHOOSE TO ADD HER AS A DRIVER THEY WILL HAVE TO DECIDE. HOW CAN A COMPANY MAKE YOU ADD SOMEONE IN YOUR HOUSEHOLD TO YOUR POLICY WITHOUT YOUR PERMISSION? I SIMPLY ASKED FOR A QUOTE.Desired Settlement: I WOULD LIKE SOMETHING IN WRITING LEGALLY "OUTLINING" THESE POLICIES & PROCEDURES.

Business

Response:

July 23, 2014

Review: Following an accident on 3/8/13, I filed a claim with Geico, whom I hold a poicy with even though the accident was not my fault. Geico totaled my car almost immediately, but did not open the hood of the car to fully visually inspect it until a month had passed. To date, the offers made for settlement have not adequately reflected work that was just done to the vehicle. The damage adjuster assigned to the claim has failed to initiate contact. We have to reach out first, and his responses have been incomplete or evasive when questions have been posed. This behavior leads me to believe that this adjuster, representing Geico, is failing to make a good faith effort to settle this claim in a timely and equitable manner.Desired Settlement: I believe a settlment for the value of the car, plus the cost of repairs made is a reasonable outcome. At this point, the car has been valued by Geico at 7062.50 before deductible. So, 7062.50+3900.00= 10962.50 before deductible.

Business

Response:

May 7, 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 8, 2013

COMPANY:

NAIC $: [redacted]

Dear [redacted]:

Review: In the Month of June, I paid my insurance bill over the automated system. Upon finishing, I waited to hear the amount and date of the next payment. The system told me I would owe nothing. Fearing that my policy was being canceled, I pushed the button to speak to a customer service representative. When I spoke to the rep, I told him what my concern was. At that time, the guy said to me, "no, your policy isn't being canceled, it has in fact ended. You're all paid up, so you will not have to pay anything for the month of July. Accordingly, I didn't pay anything for that month. When August came, I traded in my car at a dealership and purchased a new one, with a note. I only had the vehicle, a 2008 Dodge Avenger for approximately five days, because of issues with the finance company. I put the 98 tauras I had back on the insurance, but two weeks later, purchased another vehicle at a new dealership, with a new finance company. I 1st had added a Dodge Nitro, but thinking about being a full time college student and gas prices being so high, I decided to go with a 2006 mercury montego instead. The policy was changed for literally, 5 minutes. To make a very long story short. I called to pay my bill and all that was due according to the system was the $13 for the full coverage on the Avenger for five days. A few days later, I get a bill for almost $300. I call and get four or five different stories about one billing issue. Finally, a representative(a male), told me he could NOT understand himself, why the bill was so high, and after being told in no uncertain ter** that it was unacceptable and would not be an option, he said the most he could do, was take cut the bill down to $145.96. He said, "if I paid that amount, I'd be good and the next payment would be $136.70 on October 17th. A week or so later, I make the payment he asked for and was told it wasn't enough and I would owe the other $121, plus the upcoming bill. It is unprofessional and unfair practice, for representatives to lie to customers to get what they want. It is also unfair, to make a consumer pay for an employees mistake. If anyone looks over my bill over the last year or so with Geico, they will see that there hasn't been a time, I either just didn't pay or didn't pay what was due or even paid later than I was supposed to. Why would I start now, unless I was told that I didn't have to? This is more about professionalism and principal for me, than anything else. I'm not going to pay for someone's mistake or for someone's lies and misrepresentations and I shouldn't have to. They refused to tell me who I spoke to previously, as I planned to pay the bill and then sue the people who caused this. I'm a full time college student on disability. I can not afford to just come out of my pocket with huge amounts like that, because people can't get their business done properly.Desired Settlement: The only outcome that will be satisfactory, would be where the $87 that was supposedly not due, but then again due for the month of July, be forgiven and I receive an apology from the company for all the stress and financial burden they have caused me, unnecessarily. Otherwise, I'm going to pay what's due and then sue Geico and it's representatives for false practices and go with another insurance company for my vehicle. They will either keep a great and faithful customer by eating the $87 and keep getting my business. Or, they will not see another penny from me and be taken through a court battle, that even if they don't lose, will certainly cost them where it counts. Some money or no money is the option here for them.

Business

Response:

September 18, 2013

Revdex.com

1411 K. Street NW, 10th Floor

Washington, D.C. 20005-3404

Re: File Number: [redacted]

Policy Number: [redacted]

Complainant: [redacted]

Dear **. [redacted],

This is in response to your September 4, 2013 correspondence. I appreciate the opportunity to explain the transactions and billing on **. [redacted]’s policy.

On June 1, 2013, **. [redacted] paid the final installment for the policy term of February 17, 2013 to August 17, 2013. On June 22, 2013, she replaced her 1998 Ford with a 2008 Dodge and added comprehensive, collision, emergency road service and rental reimbursement coverages to the 2008 Dodge. This resulted in an increase of $103.90 for coverage from June 23, 2013 to August 17, 2013. Policy declarations and a bill were issued indicating a payment was due on July 7, 2013. On June 29, 2013, **. [redacted] replaced the 2008 Dodge with the 1998 Ford and removed comprehensive, collision, and emergency road service and rental reimbursement coverages from the 1998 Ford. This resulted in a decrease of $90.58. The account balance was reduced to $13.32 which was the coverage for the 2008 Dodge from June 22, 2013 to June 29, 2013.

On July 3, 2013, the policy was renewed for August 17, 2013 to February 17, 2014 for $495.20 for the 1998 Ford. On July 3, 2013 at 4:52 PM, **. [redacted] paid the prior term balance of $13.32 leaving an account balance of $495.20. On July 5, 2013 a renewal bill was sent for $87.54 and was due on July 23, 2013.

On July 11, 2013, **. [redacted] replaced the 98 Ford with a 2007 Dodge and deleted rental reimbursement and emergency road service. The changes were processed effective both July 12, 2013, the current policy term, and on her renewal effective August 17, 2013. We have no record that she requested these changes to be processed only on her renewal term. Unless otherwise requested, all policy changes are processed date of notification. Policy declarations reflecting the date of each change were issued to **. [redacted].

The scheduled payment for July 23, 2013 ($87.54) was not received. On August 2, 2013 a notice of cancellation was sent for $74.19 and **. [redacted] promptly paid it on August 3, 2013 which voided the cancellation notice.

On August 3, 2013, an installment bill was sent for $258.36 and was due on August 18, 2013. **. [redacted] called on August 3, 2013 and spoke with one of our Customer Service Supervisors regarding the new bill. After explaining how the changes she made on July 11, 2013 affected her billing and rates for the current and prior policy term, **. [redacted] stated that she would seek other insurance. Payment was not received on August 18, 2013 and a notice of cancellation was issued on August 19, 2013 to be effective September 4, 2013. On August 28, 2013, **. [redacted] called and spoke with an agent that explained to keep her policy active a minimum payment of $145.96 would be accepted on September 4, 2013 and the remaining balance ($112.40) would be added to the next scheduled payment of $136.72 ($249.12) that would be due on September 19, 2013. We received this payment on September 14, 2013. **. [redacted]’s next payment of $136.72 will be due on October 17, 2013.

Our service agents aim to provide our customers with excellent and professional service. The changes endorsed on the policy were per **. [redacted]’ request and were in accordance with our processing guidelines. We are mailing **. [redacted] a statement of her account. We appreciate her patronage and apologize for any misunderstanding regarding the recent changes on her policy.

If additional information is needed to close your file, please contact [redacted] at ###-###-#### or [redacted].

Sincerely,

Assistant Vice President

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

Regards,

My 1st issue is being referred to as '[redacted].' I was didn't make that payment because I was told by the system and an employee that I owed nothing. If you look at my payment history, I've never not made a payment. The only reason I made payments, is because I am legally forced to have car insurance. How can I cancel those ite** on the renewel, but not on the policy? And how would I even know that I would need to make the distinction when I no longer own that particuar vehicle? I have all of the bills and it doesnt add up. Its a bunch of jargon and made up conversations. But, [redacted] will handle the rest.

Review: There was not category that fit so chose the best option.

In April 2011 our vehicle was involved in an accident during a snow storm. We filed a police report and reported the accident to Geico our insurance company at the time it occurred. Issues with the car starting began immediately after the accident and were not there before and we had the alternator replaced a few weeks after the accident after it was determined that was the cause. At that time we called geico talked to the claim person and after talking to the repair person at the garage who said the impact likely knocked some of the " brushes" loose in the alternator and was the cause we were told that repair would be covered if we included it in our estimates/ claim when we submitted that. The rest of the damage was mostly cosmetic and so could wait and we were waiting for geico to let us know where we had to take the car to be inspected or photographed etc by one of their representatives.

Months went by and finally it was determined we lived in an area where there was no place or person close enough to do this and that we could go get estimates from anywhere , send the pictures in ourselves and have it repaired at a location of our choosing etc..

We sent in pictures and paperwork in regular mail , had not heard back from them , we are now going into about 8 months of going back and forth getting different people when we call etc.. We finally talk to someone and find out they do not have the paperwork we sent in. We also find out they still need to accident report from the Sheriffs dept

We gather that information and copies of the bills and fax them over to the Geico office... The Sherrifs information was received and the rest was not but of course it is weeks and weeks before we know this. . Meanwhile the person handling the claim has changed 2 times and we have no idea who to call now to find to what is going on. We put things on hold and went back to address this again about 4 months or so ago.

During those conversations we went over the bills and things we had fixed since the accident and what was left to do. We sent in copies of what we had done and what was left to do with 2 estimates for the remaining work. We were told that the diagnostic for the A/C for approx 189.00 would be covered because that could have been damaged in the accident but that they would not cover any additional diagnostics unless something was found and determined the impact caused it. We were told they would cover the rental as well and at one point were going to issue that check but we decided to wait to have it done all at once. While the new person handling the claim has not changed and can be gotten a hold on most occasions, there is still a break down in communication.

Once we got to the claims adjuster he said they would not cover the A/C now unless the garage said it was the fault of the impact, keep in mind this is now well over a year later .. HE did say they would cover the car rental but when it went back to the other person now I have to get a statement from the dealer we rented the car from over 2 years ago saying we do not owe them any money for that rental.. again over 2 years ago. THEN they will release those funds.

My issues is how long this has taken and the stories changing so many times . IN addition our insurance rates we are paying through them are at least 30.00 per mo than any other company and double in some cases for the same coverage and despite asking to have them redone or re quoted the rates dont change.

The Bottom line is we were lead to believe the alternator would be covered along with the A/C and now being told those items must just be coincidence that they went bad immediately after the accident and sorry it happens etc... We were also told by the adjuster when I told him that the lady we were working with Literally said the one time diagnostic for the A/c would be covered that she must have gotten that information wrong and so sorry.. But I made that call to her from my work line and it was was recorded and I played it back and she in no uncertain terms says they will cover the A/C

I feel we have been patient and I feel misled and undervalued as customers. This has been passed off and mishandled from the beginning.Desired Settlement: We have waited over 2 years and have spent an enormous amount of time trying to deal with this and been passed along and given mis information etc.. We have spent countless hours getting copies of things and resending them because they were lost or misplaced on Geico's end or allegedly not received or partially received etc...

We trusted them to handle this and it was not done and unless we call them or unless we got on this and kept on it it wold still not be handled.

We want the reimbursement for the car rental as well as the A/C as promised, I can provide the recording of the call stating we would be reimbursed for the A/C if need be.. I do not know if someone got that wrong or stories changed later but that is what we were told and I want it honored! I am not going to sort out the issues that may be going on on the side of the business, I just expect if I am told something it will be honored. The same goes for the Alternator . The person we had spoken to back 2 years ago is lord knows where now , but she had indicated that would be covered based on what the garage had said... so we had the work done and paid for it ourselves. We expected to be reimbursed eventually and now are being told oh sorry ...

If the repair for the alternator is not to be covered , then I would ask that the deductible for this claim be covered in place of that repair . The repair was over 800.00 and the deductible is 500.00.

Given the fact we have been sitting with this work and the damaged car for over 2 years due to the issues dealing with Geico and have been misled and told numerous things even in this most recent attempt to get things fixed , I think that is not an unreasonable request.

We have paid our premiums on time and in full during the entire period and despite finding lower cost options with other reputable companies have remained loyal Geico customers, this was not our fault that this became such a mess and I think the least that can and should be done is that Deductible being covered for the accident that is over 2 years old and for what we already invested over 1000 in repairs ourselves under the impression we would see those monies back.

Business

Response:

Attached is our response to the above-mentioned complaint.

Thanks. [redacted]

September 19, 2013

Macon, GA

VIA EMAIL

Revdex.com of Metro Washington DC & Eastern Pennsylvania 1411 K. St. NW, 10,h Floor Washington, DC 20005-3404

RE: File Number: [redacted]

Complainant: [redacted]

Claim Number; [redacted]

Thank you for your inquiry of August 31, 2013.

On May 13, 2011, our policyholder, **. [redacted], reported that her 2007 Dodge Caliber had been damaged while being operated by her husband when a snow plow slid into her vehicle approximately 6 weeks earlier. **. [redacted] reported that she had already paid for replacement of her vehicle’s tie rod ends and alternator and believed both parts were damaged as a result of this loss. She also explained that she had paid for a rental vehicle during repairs and still had damages to the vehicle’s bumper that she would consider at a later date.

Following the initial call, we made numerous attempts to resolve this claim with **. [redacted] from June 2011 to January 12,2013. We attempted to obtain recorded interviews, a police report and copies of the repair estimates for damages she had paid. On September 2,2011, we received a copy of the police report from **. [redacted], along with a message that it would be difficult to contact her husband to obtain a recorded interview due to his schedule, Additional contact attempts were made on September 20,2011, and September 26, 2011 to try and gather the necessary information to complete our investigation.

On October 14, 2011, after receiving the information necessary to complete our investigation, we left a message for **. [redacted] advising that her loss would be covered subject to her policy’s $500.00 collision deductible. On October 26, 2011 we attempted to contact **. [redacted] again to inquire about her intentions to pursue her claim.

On November 4, 2011, we made contact with **. [redacted] and learned that she had paid for repairs to her vehicle in the amount of $1,500.00. We reminded **. [redacted] that we needed an estimate along with photographs of the damages to her vehicle to consider payment. On November 9, 2011 and November 11, 2011 we made unsuccessful attempts to contact **. or **. [redacted] to follow-up on their claim. On November 16, 2011 and November 23,2011, we forwarded a letter to **. and **. [redacted] requesting contact. On December 6, 2011, we forwarded a letter to **. and **. [redacted] informing them that we were closing their claim due to lack of interest since we had received no response to our attempts to contact them.

On January 12, 2013, **. [redacted] informed us she was forwarding the necessary estimate, photographs, and receipts for reimbursement of repairs to the outer tie rods and alternator to settle her claim. On February 20, 2012 we contacted **. [redacted] to determine when the estimate and the photographs were going to be sent to us. She advised us again that she would forward the estimate and the photographs.

On June 26, 2013, we received a call from **. [redacted], wanting immediate payment for the damages to her vehicle. We informed her that we were still awaiting the estimate and the photographs of the damages for review. During that call, **. [redacted] forwarded two photographs to us and stated that she would forward the requested additional information as soon as possible. On June 28, 2013 we received another call from **. [redacted] stating an appointment had been made with the repair facility, [redacted]’s Chrysler to have them write an estimate on the damages to her vehicle.

On July 9, 2013, we received a repair estimate from [redacted]’s Chrysler along with photographs of the damages to the Ayer’s vehicle. Our Auto Damage evaluator reviewed and approved the estimate in the amount of $2,915.47. Our review of the receipts forwarded for repairs to the vehicle’s air conditioner, alternator and outer tie rods indicated that these parts were not damaged by collision. We advised **. [redacted] of our decision.

On August 14,2013, we received an additional estimate of damages from **. [redacted] in the amount of $3,718.53. We conducted a review of the estimate and approved the following dollar amounts for repairs to her vehicle; $3,718.53 less $746.80 for unrelated repairs less **. [redacted]’ $500.00 collision deductible for a net payment of $2,471.73, We also informed **. [redacted] that we would pay for five days of rental coverage for the estimated time of repair.

We sincerely regret any problems **. [redacted] experienced during our handling of her claim. We believe we have issued payment for all related damages. Unfortunately, as mentioned above, we are unable to pay for repairs to parts that were not damaged as a result of this collision. We are also unable to reimburse **. [redacted] for her deductible. Should you have additional questions, please contact our Auto Damage Manager, [redacted], at ###-###-####.

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: My car was totaled by another GEICO policy holder that ran a red light in march 2013. [redacted] valued my 2011 Toyota

Camry at $15,559.00. He gave me a check for that amount in exchange for a signed title and Bill of sale with Power of Attorney

on it. I asked him if it should only be for the difference of was owed to Toyota and the retail value and He said no and gave me

the check. I deposited the check in [redacted]. When the amount became available in my [redacted] account I called a

gentleman named [redacted] at [redacted] to verify that the check had cleared, he said yes. My boyfriend [redacted] who was

co-owner of car, called Toyota and made three payments to pay off the car. The payments were $5001.00 trace #

[redacted], $3176.11 trace # [redacted], and $5000.00 trace # [redacted]. Four days later GEICO

stopped payment on the check. We provided the above trace#'s and [redacted] receipts to GEICO on 4-5-13.

GEICO has confirmed that Toyota has been paid and is sending the title to them in their name but the refuse to reimburse the

account which they payments came from. So they have tricked us into signing the bill of sale by presenting us with a bad check.

They also have stolen money from [redacted] to pay off he Toyota camry. They essentially have stolen this car and issued a bad

check and stolen the equity money from us. If I had done this to them I would have criminal charges. What makes their actions

any different?Desired Settlement: I would like the funds that were used to payoff Toyota and the rest taken from my [redacted] account be immediately replaced and all fees incurred paid immediately.

Business

Response:

Your file [redacted]

Review: My car was vandalized and I submitted a claim to have it fixed. While in the shop I was informed that the bumper that had been installed in a previous claim was not OEM. During the vandalism of the car the bumper was kicked several times causing it to pop out on the sides. Geico is saying that they will not do anything to fix it because they don't see any damage to the bumper. The damage is the fact that it is not lined up anymore and it was lining up previous to the vandalism. I have spoke with our adjuster, [redacted], that did the adjustment on the previous claim and he stated that the bumper fit and lined up when he came out to do the supplement claim. He has relayed this to his boss, [redacted] and she is still saying that they will not pay to have a new bumper installed. Everyone keeps saying that since the bumper is not an OEM part that is the reason that it isn't going into place. The problem is that it was fine until my car was vandalized.Desired Settlement: I would like an OEM bumper installed with little cost to me since the bumper was fine until it was vandalized.

Business

Response:

May 8, 2013

Review: On March 22nd 2013 and April 1 2013, Geico without my authorization, debited money from my bank account. On both dates about 56.50 was deducted from my account. I have contacted the local police and they informed me that the problem is with Geico. Geico alledges I went online both times, but I only pay my monthly bill on the phone. Geico's unauthorized debits have cause me financial loss amounting to nearly 500.00 dollars in overdraft debits and overdraft fees. They refuse to rectify the problem. I have been a customer for 11yrs and now they refuse to take responsibilty for this problem. Since it is their unauthorized debits that have caused a chain reaction of overdrafts and overdraft fees, they are responsible for these fees and they should pay them and take all needed action to prevent such a problem in the future.Desired Settlement: pay all overdrafts and over draft fees amounting to 450.00 dollars.

Business

Response:

May 7, 2013

Review: On 6/28/2013 Geico setup a payment on my account that I did not authorize in the amount of $351.24 usd. My wife called on 6/27/2013 to setup a promise to pay on her bank account. They apparently have my account saved in their system from a one time payment I setup. I never advised that they were authorized to save my bank account information. The payment was never authorized to come out of either account as my wife was just advising she would make payment online using her bank account on 6/28/2013. there has since been two attempts to deduct the unauthorized payment from my account even though my wife successfully made a payment on 6/28/2013 online using hr bank account information. The unauthorized deductions have resulted in a double payment and also caused my bank account to go negative. I have been fighting with Geico to get my money back since. I have spoken to multiple customer service agents who have repeatedly lied about returning my calls or refunding the money. There was even a manager who refused to take my call even though my wife and I asked repeatedly on the call. The issue is still unresolved and my bank account has accrued multiple insufficient funds fees because the unauthorized payments were processed by my bank.Desired Settlement: I need my money back asap. I was in the middle of moving and had to put my move on hold because of Geico's

Business

Response:

Please see the attached response.

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]. I am not happy with the final results, but I have no choice but to find that this resolution is satisfactory to me. This has however damaged my views of being a customer of your company. This could have been easily avoided simple by reprimanding the employee who made the unauthorized payment and then returned the payment to the correct bank account. I have no access to my wife's bank account and am now out the money in question. I will make sure to tell my story on every website and outlet possible to advise future potential customers of your employee's actions and how they handled it. Everything from the unauthorized payment from my account, the lies I was told and undocumented conversation with this [redacted] who lied to me, and also the managers who refused to take my calls.

Regards,

Review: I cancelled my policy with this company and they continue to take withdrawls out of my checking account. This policy has been cancelledDesired Settlement: Need a refund

Business

Response:

January 15, 2014