Geico Corporation

Review: For several years GEICO charged me $5.00 a month to MAIL me by statement. The $5.00 charge on the bill states it is for "PREMIUM INSTALLMENT CHARGE". This is a flat out lie. It really means they were charging me $5.00 a month to put the statement in an envelope and mail. Out of the countless vehicle changes and coverage I made over the years did anyone at GEICO ever tell me that is what that charge was for. I pay all my bills on line, for GEICO I paid by phone.

They lied a second time by telling me I could not pay ON LINE unless I had automatice deducted payments.Desired Settlement: I would like a refund of the $5.00 per month charge over a 3 year period. And ask that they train their employees.

Business

Response:

Hello **. [redacted],

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

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

Thank you,

Consumer Relations

GEICO Region 10

Phone: ###-###-####

Fax: ###-###-####

Email: [redacted]

January 3, 2014

Dear **. [redacted]:

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

Our records indicate **. [redacted] elected to pay her premium on our four payment plan, with a payment due each of the first four months of her six month policy period. As she indicated in her letter, and as it appeared on her bills, each of these four installments “includes a $5.00 premium installment charge. ” This fee helps to offset the additional costs to track your account balance, provide your billing statements, and process multiple payments when you elect to pay your premium in installments. We apologize if our recent explanation of the fees associated with her payment plan choice was not sufficiently clear. There is no additional fee for payments made online through our website, via telephone with our automated system or an agent, or sent via mail.

**. [redacted]’s policy was enrolled in our Electronic Funds Transfer (EFT) automatic payment program in June of this year and her July 2013 premium installment fee was reduced to $1.00. However, our records show she elected to discontinue enrollment. She can enroll in EFT again at geico.com or by completing the enclosed application and returning it to us by mail or fax. **. [redacted] can also choose to avoid paying any processing fees whatsoever by switching her policy to our one payment plan and paying her premium in full.

Regrettably, we are unable to accommodate **. [redacted]’s request for a refund of the installment fees assessed over the past three years. However, as an acknowledgement of her extraordinary loyalty to our company and the confusion related to our recent explanation, we authorized a onetime exception to refund the installment assessed on her policy since her June 28, 2013 renewal. A refund of $21 will be applied to her policy, comprised of four $5 installments and one $1 installment. It is important to note, if **. [redacted] continues with one of our installment plans, her policy will be assessed the appropriate installment fees for bills generated in the future.

For your review, we have enclosed **. [redacted]’s most recent bill which outlines our payment plan options.

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

Sincerely,

Review: I was inquiring online about auto insurance and was getting quotes but not providing my social security number as this was an optional item and because I was not ready to buy. GEICO had gone through [redacted] to check my credit without my knowledge and without me providing my social security to them which resulted in my credit score dropping 56 points with [redacted] giving me a poor credit rating. My privacy has been violated and I didn't authorize to have a credit check done as I was getting free quotes and hadn't decided to buy a policy from them.Desired Settlement: I want my credit report repaired through [redacted] and GEICO shouldn't be pulling credit reports unless an individual decides to actually buy a policy from them. I will also be looking to file a complaint with my states attorney general's office and will be seeking legal advice.

Business

Response:

August 28, 2013

Dear **. [redacted]:

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

GEICO, like many property/casualty insurers, uses credit information as part of our underwriting process. We use this data because of its very strong statistical correlation with future losses. This information, along with our other underwriting criteria, allows us to keep our rates competitive.

The Fair Credit Reporting Act specifically gives insurers permission to obtain credit data when used for underwriting. [redacted] lists our inquiries in the non-consumer generated section of the credit report where you can also find soft-hits generated from marketing pre-screens. Our inquiry cannot affect **. [redacted]’s credit score. The inquiry is not reported to anyone requesting **. [redacted]’s credit report, including other credit bureaus.

Our online application provides a disclosure statement on the first page of our General Information gathering screen. The disclosure reads as follows: “In connection with this insurance rate quote and any renewal of insurance, we may obtain or use a credit-based insurance score based on the information contained in your credit report. We may use a third party in connection with the development of your insurance score.”

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

Sincerely

Review: I leased an [redacted] from [redacted] on 7/4/2014. On 9/14/14 the car got totaled during an accident. At that time I found out that the lease company had failed to notify Geico as promised during the time of the lease agreement was signed to change the information on my automobile insurance coverage and update it to include this new vehicle. Never-the-less Geico has been receiving policy payments from me for automobile insurance and now they do not want to honor coverage on the car. They should be able to pay for this accident, since they took payments from me on a monthly basis for coverage and they continue to take payments for a car that is no longer in my possession. The other party also has insurance coverage by Geico, Geico should be able to cover this loss using one of these policies. I feel that Geico should cover the loss of this car by either policy under the uninsured motor vehicle coverage.Desired Settlement: Geico should pay for the loss of the car. By taking payments and continue to take payments for automobile insurance from my family they are accepting responsibility for damages as described under my automobile insurance policy. Plus the other party is also a Geico customer and has been paying for insurance coverage too.

Business

Response:

Dear [redacted]:

Review: two weeks ago I called to file a road side assistance claim. They issues me a claim numbet them they tool me that the tow truck would be there in 2 hrs in [redacted]. It was to no avail. I waited for four and a half hours and no body showed up to provide assistance to me. I had a flat tire. I do have road side assistance and I was left stranded by this company for over four hours. This is a total shame and I am looking forward to terminate my polocy with this company and I will fight ffor a full refund for my six months payment that I have paid to them. Left me strandeded in [redacted]Desired Settlement: Refund for my four hours wasted time and the coset to tow and cost on my tire.

Tow": $110 and cost of tire $125 plus compensation for four hours time lost.

Business

Response:

November 26, 2014

Review: Agreed on a set monthly price with accurate information. One month later an increase of 50%. After cancellation, company still attempting to receive funds after I have paid all that was agreed on signing date.Desired Settlement: 43.86 to be deducted from amount supposedly owed.

Business

Response:

Please see attached PDF response.

Review: In January of this year, I needed to switch my homeowner's insurance from a commercial policy to a personal one, since I closed my small business. Since our vehicles were insured through Geico and they advertise good rates for combination home/car policies, we inquired about insurance for my home and were accepted. I was told a person would come out to take photos of my home, which he did. I then received an invoice for the insurance amount and proceeded to pay it. The money was withdrawn from my account and I received an email that my policy was online but if I didn't access it online they would send me a paper copy within one week. I then cancelled my other insurance, since I felt comfortable that everything was accepted. About one week later I received a letter in the mail that my homeowner's insurance had been cancelled due to branches overhanging the house and a rusty roof. My husband cut down the branches and I called Geico to let them know the branches had been cut but that I could not paint the roof since it was still winter in Maine and it was too cold to paint. They informed me that I would have a week after the cancellation date in which to send images of the painted roof and then I could be reinstated. We are experiencing one of the coldest winters on record here in Maine and snow is forecast for this week and next week. I have purchased $ 800 worth of roof paint and will have to get the roof painted this week as the cancellation date is today, March 10th and that gives me until next Monday. Should the weather not allow me to paint, I will have a cancelled policy and it will be difficult to find a company that will insure me, even though there is no problem with my house or roof. My complaint is that Geico led me to believe that I was insured by accepting my money and by sending me my insurance documents. By cancelling my insurance after the fact I am put in an unduly difficult position of trying to find an insurance company that will insure me after I have been cancelled. This will not just be difficult but also more expensive. If the underwriter had a problem with my roof the company should not have accepted my application.Desired Settlement: Insurance coverage without lapse until I am able to paint my roof weather permitting.

Business

Response:

March 21, 2014

Dear [redacted]:I am in receipt of your electronic correspondence dated March 21, 2014 in reference to the abovereferenced complainant. Thank you for the opportunity to respond to **. [redacted]’s concerns as they speak to her cancelled homeowner policy.GEICO Insurance Agency, Inc. is a sales and service agent for [redacted] Insurance Company. As their agent, we are required to adhere to their underwriting guidelines for new and renewal business.As such, [redacted] underwriting determined and enforced the cancellation of her policy based on an inspection performed by Homesite. GIA does not make these underwriting decisions. That said, I have forwarded your email and the complaint to [redacted] directly and requested they respond to you under separate cover as to **. [redacted]’s concerns.If you have additional questions or concerns, please contact me at ###-###-#### extension.

Sincerely,

GEICO Insurance Agency, Inc.

Consumer

Response:

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Thu, Apr 3, 2014 at 1:20 PM

Subject: Identification # [redacted]

To: [redacted],

Review: In March of this year, my payments had been increased almost 12 dollars a month. I decided to get auto insurance through a different company. I did not update geico with my new debit card info. I thought that my policy was due for renewal in march. In June of this year I revived a bill from geico for 99 dollars and change. When I called them to find out why I was getting billed for a policy that had been canceled, I was advised that even though I did not pay, they continued to provide coverage for an additional 48 days. I was told by several employees that policies are canceled for non payment. As I did not pay as of March the 11th of this year, my policy should have been canceled for non payment. In speaking with them they told me that out of courtesy for people that are having hard financial times they continued to cover me, when I did not need or require them to as I had obtained auto insurance through another company.Desired Settlement: I want them to not continue to collect money from me for a service I did not request.

Business

Response:

June 24, 2014Dear [redacted]:We have received your letter requesting assistance on behalf of **. [redacted]. I welcome the opportunity to respond to his concerns.As **. [redacted] stated in his letter, he elected to pay his policy premiums in monthly installments and was enrolled in our Recurring Card Payment (RCP) program. When a policy is enrolled in RCP, payments are automatically extracted from our customer’s account on a specified due date. In this case, **. [redacted] enrolled his [redacted] card ending in [redacted] in this program. At the beginning of each renewal period, we mail a schedule of payment extractions, along with pertinent renewal documents. In addition to these schedules, if our customer provides an email address, we will email courtesy reminders advising of upcoming extraction dates. **. [redacted] provided an email address of [redacted] for his policy.As part of his October 11, 2013 renewal, we mailed an RCP billing schedule on September 6, 2013. This scheduled outlined payments on the 11th of the month, with the last payment being scheduled to be drafted on March 11, 2014. Subsequently, on March 1, 2014 an RCP reminder was emailed to **. [redacted] reminding him that a payment of $90.99 would be collected on March 11, 2014.Shortly after this, **. [redacted]’s April 11, 2014 renewal was prepared and paperwork was mailed to him on March 8, 2014. His renewal packet showed both the renewal date and first RCP draft set for April 11, 2014.On March 11, 2014, we attempted to draft the previously scheduled payment of $90.99; however, the payment was declined by his financial institution. As a convenience, our system submits an electronic payment request a second time before it is considered a returned payment. In this case, we attempted to process this payment again on March 15, 2014, but the payment was declined with the reason “Do Not Honor.” A courtesy email was sent to **. [redacted] alerting him of the declined payment and providing options for making a replacement payment. Our email also explained “If we do not receive updated information, we will unenroll you from our Recurring Card Payments program. This may result in a change to your payment due dates and amounts. ” When we received no replacement payment or contact from **. [redacted] his enrollment in RCP was discontinued and an updated bill was mailed to him on April 1, 2014. This bill also outlined the declined payment.When no payment was received, a cancellation reminder notice was mailed to **. [redacted], on April 16, 2014, to advising that a payment was needed by April 29, 2014 to avoid a lapse of insurance. However, since no payment was received towards his renewal, **. [redacted] s policy was cancelled as of the renewal date of April 11, 2014.**. [redacted] then contacted us on May 30, 2014 and reviewed his policy with a supervisor and manager. Both explained his renewal date of April 11, 2014 and the March 11, 2014 returned payment. **. [redacted] explained he had switched to another carrier as of March 11, 2014 and when his payment was returned, his policy should have cancelled. We explained we must give him notice of cancellation by law and he could provide us confirmation of other coverage for backdating. He provided information showing coverage on March 21, 2014 and we processed backdating the cancellation of this policy. Unfortunately, this left an unpaid policy balance of $36.42. This represents coverage from March 11th through 20th, 2014.For your review, we have enclosed the bills and email sent to **. [redacted].I hope this information is helpful in resolving **. [redacted]’s concerns. If you have any additional questions, please contact my associate, [redacted], at ###-###-####, extension [redacted].

Review: Cramming; unethical contract procedures and failure to communicate with policy holder in a suitable business manner.

When I signed up with GEICO first and foremost I am being charged a unreasonable, unjustified price. I am being charged a rate for a person with a DWI and in fact I have not been found guilty of such charge. Second, when I signed up for services I gave the rep ALL options that I wanted and those I did not need (e.g. underinsured motorist; uninsured, medical etc). Upon that, the next month they claimed to have sent me an E Mail asking me to update and elect those options. I never received such an EMail. What they did "do" was change the amount of what my payments would be electronically and in policy. I did not authorize. In fact, I called GEICO and inquired about this when I received the next billing statement. Additionally, that is when I learned I "signed" up for auto payment. I DID NOT and I did not authorize Geico to keep my card information on file. At this point, the rep asked me for my E Mail because she realized they had the wrong information. Then she proceeded to tell me that they needed the options on file. I replied, I gave you all that information when I called and signed up verbally over the phone. She told me that the E Mail they had on file for me was entered incorrectly. She would forward to me and correct the payment dispute. I also am suppose to be receiving a Veterans discount. I DO NOT SEE how, when I am being billed $238.00 monthly for full coverage on a 2004 vehicle. Further, they have taken this amount out of my account each month without my permisssion and I have asked several times for them to remit back to me the funds less the amount I originally agreed to. That has not happened. At this point I told the rep to send me via E MAIL whatever documents they "needed" to have since I had originally submitted my options. She said she would send them and I did get an E MAIl I E Mailed the options back and surprisingly they never received them. I called and followed back up. Additionally, I asked for them to review the charges since I do not have a DWI on my record. Nothing. Lastly, the last rep that I spoke with said the same crap, we have nothing on file, we can't change anything until we have those forms. I had that rep send to me via E Mail, and I faxed the forms back to the number given me 3 times the first day, 2 times the following day, and finally on the third time-I tried faxing 4 times. The phone number that was listed to fax to them would not accept the fax. The number is not a good number. It states busy-then it will not go through. I finally copied all that documentation and put the papers in the mail. I also tried calling but could not get throught. I think this is a scam and a rip off. Funds should have never been taken from my account without my knowledge of signing up for auto pay-especially when that was never discussed in the initial sign up call. Further, for them to charge me a rate as if a judge has convicted me of a crime of driving under intoxication is not fair-never-the-less bias.Desired Settlement: First, I would like my funds returned. Second, I would a letter stating why they would give a number to a fax they "know" is not working, therefore use that as an excuse to upcharge a customer. Further, I need a detailed explanation about the so-called veterans discount I am receiving. I do not do business with crooks, and the manner in which GEICO handles its customers is deceptive. I will be seeking damages financially. Law Suit.

Business

Response:

Review: My policy has two vehicles. This claim regards to Honda 2002 which is driven by one of my daughters and a auto damage claim was filed - subsequentially geico ordered a specific day for me to bring vehicle to [redacted] in [redacted]. They sent confirmation via email even the day before. I showed up at the appointment and [redacted] was surprised they never called to cancel. Geico was called and could not assist me. I was told they could not do anything and that to reschedule for monday. I asked specific time and they said sure and would call me withing 24 hrs to confirm. Two days later they never did. Again more apologies but not solution or action. I had to wait the weekend days and cancel work on Monday and wait for a call monday to tell me time because the adjuster did not answer the phone. Monday I get geico calling and the adjuster. He said he could not do monday. I was frustrated because I already waited all this time. He said to schedule tuesday and did not have to go to car repair but he would go to the near by location where car was parked at the pharmacy. I get another call tuesday morning at 11 by a woman saying she was coming from central [redacted] and would come specifically to see the car. I said there is freezin rain and snow. Twice she said she would be at location at 14:00 and no problem at all because she drives thru this weather all the times. I had to cancel work and wait from 11 to 14:00. At 15:00 I did not see this femal GEICO rep so I called GEICO. They transfer me to her and she never called and said she has to re-schedule. I said it was absurd. Her passenger supervisor even sarcastically indicated that if I want the car seen I have to go according to their schedule and it does not matter I have been cancelled and rescheduled four times. I called GEICO and they keep transferring me to him which he is the problem. I am in need to have car repaired and seen and a new team has to be assigned that is true to business scheduling and customer service oriented.Desired Settlement: I would like to share my bad experience and be contacted by GEICO headquarters customer relations and have this issue resolved. The service expected does not match the fee I am paying - billing adjustnment based on my inconvenience

Business

Response:

Please see attached PDF response.

Review: On February 14th I went to my car and noticed a cracked windshield. I contacted GEICO and put in a claim finding out my deductible was 500 and the price that GEICO could secure was 328.90. The GEICO agent directed me to [redacted]. There were no instructions given besides to schedule an appointment within five days to secure the quote. I called and scheduled an appointment for [redacted] to come out to me. The windshield was fixed today, 2/19, and the price was 378.67. Now, after calling GEICO it is my understanding that tax was not included in the quote. That is fine. What bothers me is I was charged for a $24.99 mobile windshield fix fee along with tax on top of that. At no time did GEICO mention to me that when scheduling the appointment I would have to pay this fee if I chose a mobile fix. If I knew that I would have simply taken it to a location myself. I feel like I was steered the wrong way by GEICO being given the quote and no specific instructions to follow as far as how to receive the price quoted.Desired Settlement: I would like a refund of 24.99 plus the New Jersey sales tax that was added to that amount since the car was fixed near my job.

Business

Response:

March 4, 2014

Review: 1) I received horrible customer service, I was accused of things, yelled at whenever they were questioned, hung up on, and threatened to again be hung up on by adjusters who were said to be the sole body decision makers (namely [redacted] and his supervisor [redacted] 2) Was charged improperly by the shop (pay for work deducted from checking account prior to actual work being completed) 3) Also was charged $541.00 by [redacted] Car Rentals via the check card on file as a deposit, because although I returned my rental car into the Geico Auto Repair Xpress Center ([redacted] Autobody), as directed by my Geico rep, on November 1, 2013 they actually NEVER returned the vehicle to the [redacted] Car Rental location as promised and are contracted to do. It wasn't until November 22, 2013 when I received my first call from [redacted] asking the status of my vehicle that I was made aware the vehicle was missing. I called Geico in confusion, because I had turned the car in as directed on November 1, 2013 and on top of that was given a verbal confirmation that it would be returned. 4) I received no real answers from customer service as to how they could resolve because all approvals came from the auto adjusters. They just kept me on hold and raked up an expensive cell phone [redacted] because of holds and transfers

No one offered me a refund on the horrible service

They are difficult to communicate with They just kept me on hold and raked up an expensive cell phone [redacted] because of holds and transfers

Geico refused to pay the rental car [redacted], although fully aware that the amount was personally charged to me and that I upheld my portion of the agreement via a proper return

Keep in mind claim with Geico on 10-13-2013 because someone broke into and attempted to hotwire/steal my vehicle. I was provided a rental through [redacted] Rent a Car, because of reservation issues with Enterprise (Geico's preferred company) as my policy provides. Geico gave

STEP 1: Drop Off ______(Geico/Towed car from [redacted])

A GEICO claim adjuster will meet with you at the repair facility to: ______(Conversation never had once vehicle was received by Geico)

Evaluate your vehicle's damage.____ (Did not address any of concerns from initial claim. If fact listed Power Steering, Engine Lights, ctr console off, wiring harness visible and hanging as prior damage although listed on claim as reason for claim)

Explain the repair process and answer your questions._______(Never Happened)

Arrange for you to leave your vehicle for repairs and go home in a rental vehicle* (Vehicle arranged in the beginning)

STEP 2: Repair (HORRIBLE-Geico attempted to return my car without it being able to start,

As your car is being repaired, your adjuster will:

Facilitate the repair process directly with the shop to ensure speed and quality.

Keep you informed of your car's repair status.

Perform a quality inspection of the completed repairs before you pick up your car.

repair

STEP 3: Pick Up

When your car is fully repaired, you will:

Return to the repair facility in your rental car.

Receive copies of all repair documents, including your damage estimate.

Leave with the reassurance that GEICO and the repair facility guarantee the repairs for as long as you own your vehicle.Desired Settlement: Full Refrund on services and rental, vehicle abandonment removed from my rental history, and an apology

Business

Response:

December 6, 2013

Review: I ATTEMPTED TO PAY MY BILL AT THE ONLY GEICO OFFICE IN SW [redacted]. I WALKED INTO THE OFFICE AT 5:19PM TO PAY MY BILL IN CASH. I WAS INFORMED BY THE STAFF THAT THE OFFICE DID NOT TAKE CASH AS A PAYMENT. I INFORMED THE STAFF THAT I WOULD GO DIRECTLY ACROSS THE STREET TO THE SUPERMARKET TO OBTAIN A MONEY ORDER. THE STAFF REITERATED THAT THE OFFICE CLOSED AT 5:30. I PLEADED WITH THE STAFF TO ALLOW ME THE OPPORTUNITY TO RUN DIRECTLY ACROSS THE STREET TO OBTAIN A MONEY ORDER. THEY CONTINUED TO STATE THAT THEY CLOSE AT 5:30PM. AS I PULLED UP TO THE DOOR A CLIENT WAS WALKING OUT THE DOOR AND THE STAFF LOOKED DIRECTLY AT ME (KNOWING THAT I WANTED TO PAY MY BILL) AND LOCKED THE DOOR IN FRONT OF MY FACE. I BEGGED AND PLEADED WITH THE STAFF TO PLEASE ACCEPT MY PAYMENT. ALL OF STAFF WATCHED AND REFUSED TO OPEN THE DOOR AND ACCEPT MY PAYMENT. I REQUESTED TO SLIDE MY PAYMENT THROUGH THE DOOR AND THEY STILL REFUSED. I CONTACTED GEICO CUSTOMER SERVICE AT 5:32PM AND INFORMED THE CUSTOMER SERVICE REP OF THE SITUATION AND THIS OFFICE REFUSAL TO ACCEPT MY PAYMENT. THEY APOLOGIZED AND AGREED THAT THE STAFF SHOULD HAVE ACCEPTED MY PAYMENT AND PROVIDED BETTER CUSTOMER SERVICE. IT WAS VERY DISAPPOINTING TO RECEIVE THIS LEVEL OF SERVICE SINCE THE STAFF WAS AWARE OF MY SITUATION AND REFUSED TO EXHIBIT GEICO HIGH STANDARD OF CUSTOMER SERVICE. THIS ACT WAS UNPROFESSIONAL AND INSPIRED ME TO OBTAIN INSURANCE WITH A COMPANY WITH A HIGHER STANDARD OF CUSTOMER SERVICE AND MORE LOCAL OFFICES. THE BEHAVIOR OF THIS OFFICE LEFT ME HURT AND DEVASTATED. THE STAFF WAS IN A HURRY TO LEAVE AND CLOSED THE OFFICE DOOR AT 5:29PM. IT WOULD HAVE ONLY TAKEN A MINUTE TO ACCEPT MY PAYMENT.

Product_Or_Service: CAR INSURANCE

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

THIS STAFF NEED TRAINING IN PROVIDING BETTER CUSTOMER SERVICE TO THE CLIENTS. THEY SHOULD ADDRESS SERVICES ON A CASE BY CASE STANDARDS. IT WOULD NOT HAVE HURT TO OPEN THE DOOR AND ACCEPT MY PAYMENT SINCE I RETURNED TO THE OFFICE AT 5:29PM.

Business

Response:

Review: I [redacted] am filing a complaint against Geico Insurance Claim Adjuster [redacted] @ One Geico Boulevard, [redacted], VA [redacted]. The P.O. Box is [redacted], VA [redacted]. Telephone number: ###-###-#### EXT-[redacted]. This complaint is in violation to my rights as a Geico Customer who has paid into an insurance policy which I am entitled to pull from my own UM Policy. [redacted] is a claims adjuster who is withholding the original declaration page from my attorney and myself. She typed up a declaration page which I knew was not the original after comparing it to my own original declaration page. In addition to withholding the original declaration page, she refuses to send the Limited Release documents to my attorney. [redacted] is trying to force me into signing a General Release which is a Full and Final Release Form which limits me from collecting out of my own personal UM Policy. I never agreed to this and am being denied the right to choose in how I want to settle. There is some illegal activity taking place.Desired Settlement: I would like the Limited Release Forms faxed or e-mailed to my attorney ASAP afar waiting a whole year because of [redacted]'s unprofessional and misuse of her authority towards me as a client. I would also like my UM Claim opened where I am entitled to because of my medical bills exceeding what I was offered from the defense because his policy doesn't have enough to cover my medical bills and pain and suffering, due to five people having to get paid out of a 30,000.00/60,000.00 policy.

Business

Response:

June 6, 2014Dear [redacted]Thank you for your letter of June 2, 2014. It has been referred to me for a response.This loss occurred in [redacted], Maryland, where our insured, [redacted], rearended a vehicle which was driven by [redacted] and carried four (4) passengers. During our investigation of this loss we determined that the total value of the injury claims submitted would be over our policy limits. We entered into settlement discussions with [redacted], the attorney for all claimants, and a letter was sent with a breakdown of the settlements for all of the injured parties. We included a General Release which would release our insured from any further liability. On May 28, 2014 we received a call from [redacted] who requested a Limited Liability Release because his client lives in Georgia with a Georgia rated policy, Per Georgia statute in order to file an Underinsured Motorist Claim a Limited Liability Release would need to be signed and we issued the Limited Liability Release on June 4, 2014.[redacted] noted that the handling adjuster failed to disclose her declaration page to [redacted]. To clarify, we had not received this request from [redacted] nor would we be privy to this information since we are handling the claim under our insureds policy and not [redacted]s policy.If you have any further questions or need further documentation, please contact [redacted] at ###-###-####, extension [redacted].Sincerely,

Review: I submitted payment 11/12/2013 in the amount of $113.27 with card ending in [redacted]. When I started the policy I selected to participate in auto draft payments which were to come from my [redacted] checking account, since then I predominantly started using an account with a credit union (card ending in [redacted]). Each month before my payment is due I go online or use the over-the-phone payment options and pay using my [redacted] debit card to avoid payment coming from the unused account. Last month I forgot to do this and called in on the due date but was informed nothing could be done because the payment had been processed. I was advised that I would need to change my auto draft information or continue doing as I'd done and submit payment prior to the 13th, fortunately I deposited the funds before any fees were accessed. This month I did as I usually do and made a payment ahead of time on 11/12/2013, one day before the due date. Upon checking my email today, 11/14/2013, I found not only was I double charged, but there is a $35 overdraft fee associated with this payment. As of today I've paid $262.44 with payments and fees in relation to a payment that should have been $113.72 and was paid in advance. What I do not understand is why I wasn't explained the fact that payments actually begin processing a day before their due date when I called last month about this very same issue? Also, why would I be responsible for a $20 returned check fee for something that was paid in-full before it was due? I like Geico, I intend, or did intend, on renewing my policy in 3 months and I just moved and bought a few big ticket ite** that I need coverage on and was interested in renters but don't want multiple policies. But I am feeling discouraged by these customer service and billing issues.Desired Settlement: I am not asking to be reimbursed for the $113.72+$35 for the fee, I am simply asking that the [redacted] auto draft payment be reversed vs the debit card payment. Once this has been reversed, [redacted] automatically reverses any associated fees.

Business

Response:

November 27, 2013

Dear **. [redacted]:

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

We are always sorry to learn a policyholder feels they have received less than world-class service from GEICO. Our company’s primary objective is to provide top quality service and all associates place high regard on meeting our customer’s expectations,

**. [redacted] enrolled in automatic electronic funds transfer payment on August 13, 2013.

A payment schedule and a letter were sent to her the same day thanking her for enrolling and explaining the process. The letter states “you must notify us by phone at least three (3) business days before your next scheduled extraction to prevent payment processing”

(copies enclosed).

A payment was scheduled to be deducted on November 13, 2013. **. [redacted] made a premium payment on our website on November 12, 2013. The automatic electronic funds transfer payment was drafted November 13, 2013 as scheduled.

The payment drafted on November 13, 2013 was returned to us by **, [redacted]’s bank due to insufficient funds on November 21, 2013- A $20,00 penalty fee was added to the balance.

**. [redacted] contacted us the same day and our supervisor waived the $20.00 penalty fee due to any misunderstandings. However, we cannot reverse the November 13, 2013 automatic payment since it was not honored by the bank.

We regret any difficulties **. [redacted] experienced while making premium payments.

The policy is in effect and the next automatic payment is scheduled to be drafted on December 13, 2013.

contact [redacted] by telephone at ###-###-#### or by email at [redacted].

Sincerely,

Where to start,
It is wrong to ask questions Mille times about raising coverage bc they will assume you are doing something against your policy limits. I was inquiring insurance about transporting goods and "trying to get my ducks in a row" and the decided I was already doing such business and cancelled my policy with no attempt for re evaluation.
Two days prior to getting notified about policy cancellation I wrecked my 2007 Dodge Ram, had it towed to dodge house near my hometown and gieco advised an adjuster would contact me to set up a meeting to work over the truck for a claim to repair issues. There was no apparent body damage but squealed when turn wheel, missing like starving for fuel and fluid leak. That all being said the adjuster "Mike P[redacted] stated I called and left no message and was in area so decided to go to dodge house for the claim process. His pictures he submitted were not only blurry but dark and couldn't see. He was just in a hurry. And he only came up with bumper replacement. I questioned him regarding his decision and politely asked to have it re evaluated while I was present bc I have had truck 5 years and know my truck. Mike P[redacted]tated "I've done it once and WILL NOT do it again". He stated "myself and mechanic test drove truck and went over it completely". I contacted dodge house and spoke with service rep I have been dealing with and she stated no one test drove truck other than driving in shop and only a lead tech (not mechanic) was present. The adjuster "Mike P[redacted] took pictures then left. I have since contacted Gieco yet again and waiting call from supervisor for hopefully resolution. You pay insurance to be taken care of in time of accident and instead I'm doing all leg work and missing days from work. Will update more info on how this ended. "Mike P[redacted]" from Katy, TX. needs additional training on customer service as in people skills and needs training on time efficiency instead of rushing a claim.

Review: I was in an accident on May 23rd, 2014. A Semi-Trick rear ended my vehicle on the highway (I-[redacted] Eastbound/[redacted]) in [redacted], TX. The truck basically moved over into my lane and pushed my vehicle out of the lane and into another. Fortunately, there were no other vehicles in that moment when my car was pushed into the lane of oncoming traffic. I lost control of my vehicle for a few seconds but then was able to gain it back. The truck did not stop. I was then able to get the license plate number of the truck. I then got off the highway and called the Police and did a police report and gave the truck's license information. I then called in that night to Geico to report the incident. About a month later I brought my vehicle to the Geico Affiliated shop to be repaired. I told the claim adjuster what I suspected what the damage was to my car. I advised that after the accident, the car has been making sounds in the rear of the vehicle and also when I make turns, I can feel movements within the wheel. This was in addition to the rear driver side damage that the truck caused that was visually apparent. The claims adjuster advised that there likely was not damage to the undercarriage/suspension of my car. THIS IS WHERE THE PROBLEM STARTS FOR ME. How can a claims adjuster say something that has or has not occurred without taking the car apart where there may be suspected damage?? That does not make sense. So I took my car from that Geico Affiliated Collision Shop and took it to another one that I found that was not Geico Affiliated. One of the issues that I need to add is the ongoing of calls that I had to REPEATEDLY call in to the Geico Claims Department. I was given inaccurate and incomplete information more than once. It was repetitive and a horrible, horrible experience. It turned out that when I initally called in on May 23rd to give my accident claim, the representative did not enter in all the information for my claim or the potential damage done to my vehicle. So when the claim adjuster took a look at my claim, they did not see what I was referring to when I mention that there was possible damage to the rear axle/suspension. That caused an even more of a delay. Also, I was not told by your Claims Department until weeks later that since I live in Texas, I needed to provide a "Blue Form" in order to have my deductible $250. In addition to that, when I finally picked up my vehicle after the repair, the collision shop was given the incorrect amount of what I should pay to them for my deductible. They still had my deductible at $500 instead of $250 which caused delay in getting my vehicle. But getting back to the issue that I have right now is that my car has not been repaired correctly. My suspension/rear axle/wheel bearings was damage during the accident and Geico is not taking the responsiblity it has to fixed my car properly and its unfair to me as a customer. I was advised by the second collision shop that my wheel bearings is the problem and that it was not caused by the accident which I know is untrue. Yes, it is true that I had an issue beforehand with my wheel bearing BUT what I am trying to get someone to understand who will listen to me is that, THE ACCIDENT OF THE TRUCK REAR ENDING MY VEHICLE MADE IT WORST. IT CAUSED FURTHER DAMAGE. And I feel that, that damage should be fixed. I have been with Geico I believe since 2011. This is my first claim with Geico and the company as a whole seems unwilling to pay what should be covered. And its not right to me as a consumer.Desired Settlement: I would like for Geico to honor their commitment to exceptional customer service that they say that they do for their customers and repair the further damages to my vehicle.

Business

Response:

August 6, 2014

Revdex.com of Metropolitan [redacted] DC and Eastern Pennsylvania

1411 K St. NW, 10th floor

P.O. Box 149104

[redacted], DC 20005-3404

Attention: [redacted]

RE: CASE NUMBER: [redacted]

COMPLAINANT: [redacted]

INSURED: [redacted]

CLAIM NUMBER: [redacted]

POLICY NUMBER: [redacted]

DATE OF LOSS: May 23, 2014

COMPANY: Government Employees Insurance Company

Dear [redacted]:

Review: I spoke with a representative about starting a policy. He sets me up for a auto policy with a premium of 1106.10 within a 6month period. That estimates to about 187 dollars a month. He asks for a credit card and I tell him the only card I have on me is not the one I want to use and asked if I could call him back with the correct card. He said no worries. Give me that card number and you can go online and change it once I set you up. He reassured me that there wouldn't be proble**. I go home I change the card number to the correct one. I have email confirmation as proof of the change. I get a letter weeks later saying my transaction was returned and therefore have no coverage. I call to fix the issue and they had to require me. Turns out the new quote is 500 more than what I originally had. The situation was not my fault. They claim they cannot give me the previous quote. I cancelled my current policy with [redacted] because I trusted the representative when he assured me I was covered and everything was ok. They record our conversations as proof. Someone should review the complaints people have on them. This is bad business.Desired Settlement: To be given the originally policy quoted of $1106.10. I have to say I will never be doing business with Geico again for this act of unprofessionalism. And I will also be encouraging others not to open a policy with geico.

Business

Response:

February 16, 2014

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]’s correspondence to your organization he expresses concern that his policy was cancelled due to a dishonored payment. He alleges that he changed his credit card number via GEICO.com after the purchase of the policy as advised by the selling agent. This lapse in coverage has caused an increase in premium. He has requested that GEICO honor the originally quoted premium.

GEICO’s records show that **. [redacted] did in fact purchase a policy on January 18, 2013 and change his payment information on January 19, 2013 via GEICO.com. When changing the payment source, **. [redacted] only updated the information for future payments and not scheduled payments, thus the down payment extraction was to be from the source given at the time of sale.

GEICO will make an exception as a matter of good faith to reinstate the policy without lapse and/or honor the original premium if **. [redacted] can provide a running account statement showing the money was available in the intended payment source account on January 25, 2014. **. [redacted] can take advantage of this exception by faxing the running statement to ###-###-#### and then contacting customer service at ###-###-####.

It is GEICO’s position that all proper procedures were followed in the handling of the policy in question. The exception being made is being done as a matter of good faith and exceptional customer service. 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: On 7/12/13 I received a letter from Geico dated 7/08/13 stating that my insurance policy was going to be cancelled on 7/19/13 for non payment. I called and listened to the automated information and it stated a payment was not due until 7/31/13. I then contacted customer service were I was informed that the letter was correct and that the policy would be cancelled. I immediately asked for a supervisor and was informed I was not allowed to do so due to one not being available, I instructed I would hold, and was informed he would have one call after 7 pm. After getting angry due to the employee not being able to give accurate information a supervisor came on the line. She then informed me that the previous rep wea current. I proceeded to point out that I was currently looking at the website and the information stated no payment was due until 7/31/13 and that my account was current. The supervisor back pedaled and proceeded to inform me that there had been a mistake. I conformed the mistake at the beginning of the call and was argued with and treated very unprofessional by the customer service rep and the supervisor.Desired Settlement: I would like to see that they train there staff in a professional manner, that the supervisors are taught to correctly handle situations, and that employees do not argue with customers when the customer is clearly correct.

Business

Response:

See attachment or check attachment tab.

Review: Re: Geico auto claim # [redacted]

Dear Sir or Madam,

I am filing a complaint against Geico’s mishandling of my auto claim and Geico employees’ refusal to return my wife’s phone calls because she is a woman.

Our 2012 [redacted] was damaged by water/flood on May 26, 2014. And the car was towed to a local [redacted] dealership ([redacted], TX) for repair the next day. Geico did not inspect our car until June 6, 2014, and Geico did not come up with any estimate until June 11, 2014. The adjustor Thomas P[redacted] (###-###-####) only authorized the replacement of the engine even though the carpet was soaked in dirty water for more than 2 weeks. Then [redacted] faxed Geico a supplemental request to replace the carpet, then Thomas P[redacted] inspected the car once again and unilaterally decided to total the car for financial reason.

However, the estimate for the car value is misleading because it hand-picked low-priced cars in [redacted] and compared them with lower-priced cars in [redacted], TX areas. And the estimate does not include the cost for any registration/ title/license fees, or the aluminum alloy wheels we upgraded and the tinted glass we paid for. Our car was in perfect condition before the water damage and has only 29,020 miles, and it is insufficient to take the estimate money to buy a similar car in similar perfect conditions in local Houston car market. And Geico stopped paying for my rental car on June 18, 2014, even though Geico has neither repaired my car nor reach an agreement with us about the cost to total the car.

Even worse, my wife has been trying to contact Thomas P[redacted] and Paul T[redacted] (###-###-####) in the last few days by leaving many voice messages and emails, and neither one of them ever returned her phone calls. Does this mean that Geico does not like negotiating with a woman about settling a claim? This is not acceptable service behavior.Desired Settlement: 1. Geico must apologize to my wife about Geico's refusal to return her phone calls.

2. Geico must reimburse us an inconvenience fee of $30 per day for not providing us with any rental car since June 18, 2014.

3. Geico must offer us a reasonable amount of money (at least $17,000 pretax) so that we can buy a similar car in similar conditions in local [redacted] car market.

Business

Response:

July 7, 2014

Revdex.com of Metropolitan

Washington DC and Eastern Pennsylvania

1411 K St. NW, 10th floor

P.O. Box 149104

Washington, DC 20005-3404

Attention: [redacted]

RE: CASE

NUMBER: [redacted]

COMPLAINANT:

[redacted]

INSURED:

[redacted]

CLAIM

NUMBER: [redacted] POLICY

NUMBER: [redacted]

DATE OF LOSS: May 26, 2014

COMPANY: GEICO Advantage

Insurance Company

NAIC #: [redacted]

Dear **. [redacted]:

Review: Just switched my auto insurance to Geico. Was quoted a price of $1,100 over the phone for 3 cars, and $1,386 for 4 cars. After <24 hours of service, removed 1 car, policy only decreased by $40. Geico is a dishonest corporation that sells and quotes advertised prices that they do not honor. Their unethical practices are predatory in nature as they made me lose my previous insurance policy due to a lapse in coverage.Desired Settlement: $200 refund. All I want is my original quoted price, otherwise why would I have ever switched?

Business

Response:

July 15, 2014Dear **. [redacted]:We have received your letter requesting assistance on behalf of **. [redacted]. I welcome the opportunity to respond to his concerns. Please note his concerns are related to a policy shared with his spouse, **. [redacted] who is the Named Insured on the policy.A review of our records indicates **. [redacted] visited our website on June 24, 2014 and obtained quotations for a GEICO policy. All three quotations generated at this time were for four vehicles with varying coverages and differing limits. It is important to note in each quote request **. [redacted] indicated neither she nor **. [redacted] had any theft or vandalism claims, accidents, or other convictions in the last five years. Of the three quotations obtained on June 24th, the highest premium quoted was $1001.77.Subsequently, **. [redacted] telephoned us on June 28, 2014 to purchase a policy for her and **. [redacted] and their four vehicles. At this time, we discovered two undeclared convictions for **. [redacted]; a Stop Sign violation on January 1, 2014 and a Traffic Device violation on August 8, 2011. Since these new convictions would increase their premium, **. [redacted] initially requested that the policy begin effective on August 8, 2014. She purchased the policy and paid in full with a premium of $1386.60. Please note the coverages purchased at this time were slightly different than those quoted online on June 24, 2014. In this case, the primary difference was Non-Deductible Glass for all four vehicles.The following day, **. [redacted] contacted us to begin her coverage effective June 30, 2014. The premium for her, **. [redacted], and all four vehicles was $1672.67. **. [redacted] also adjusted the policy coverage at this time and added Comprehensive, Collision, and Emergency Road Service from the 2008 [redacted]. This change in effective date and additional coverage resulted in a pro-rated increase of $286.07 being added to the policy balance.On July 1, 2014, **. [redacted] contacted us and requested to delete the 2008 [redacted] from the policy and this endorsement resulted in a decrease of $326.30. However, based on the recent increase by adjusting the inception date of the policy, a refund of $40.23 was then sent to **. [redacted] and **. [redacted].We apologize if **. [redacted] was unclear that his policy with **. [redacted] was originally written for $1386.60 and regret any difficulty this matter has caused him. In reviewing his policy we are unable to locate or verify a quoted premium of $1100 as he notes in his letter to the Bureau. For your review, we have enclosed the Declarations Pages and a statement of account for the policy.I hope this information is helpful in resolving **. [redacted]’s concerns. If you have any additional questions, please contact my associate, [redacted], at ###-###-####, extension [redacted].

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 fair with one inaccuracy. I never authorized a start date of August 8th. I would have had no insurance coverage for more than a week if that would have happened, and I made sure the salesmen over the phone understood that. Your salesman quoted me rates over dates I was not interested in. Had I not paid attention to the inaccuracies of your sales department, I could have wound up in jail had I been pulled over by police for not having insurance. Very bad first impression. Plan on changing insurance again after these 6 month.