Geico Corporation

Review: I received a bill from Geico for $15 on July 1st regarding a [redacted] homeowners policy [redacted] - a policy that we purchased through Geico and one I canceled back in May.

One July 1, I spoke with [redacted] at [redacted] and April from Geico to dispute this $15 charge. [redacted] referred me back to Geico. April said someone was going to call me regarding waiving the fee. To date, this has not happened. Apparently the charge stems from us allegedly not notifying them of us not renewing our policy before the due date - which is incorrect as we DID notify them.

On May 8, 2013, I contacted The [redacted] about switching to them for home owner's insurance. Within a few days, they sent us a template letter that we sent to [redacted] advising them we were no longer continuing our home owners policy. This was sent on or about May 13th. The policy renewal date was May 29th - PLENTY of notice before the policy renewal date. This was sent first class mail directly to [redacted]. It was not returned to us by the post office, so we assume it was received and someone did not pay attention to it.

In June, we received a notification that [redacted] and Geico were terminating our policy due to non-payment. Clearly, someone at [redacted] sat on our letter or disposed of it so we could be charged $15. I sent another letter in June to both [redacted] and Geico advising about the first letter that was sent with US terminating OUR policy. This was also sent first class mail. We did receive a confirmation letter back from [redacted] as a result of that letter.

The bottom line is, I am not paying $15 when we did everything we were supposed to do. Geico NEVER returns a phone call or we are left on hold for sometimes 15 minutes at a time. I believe that Geico is just irritated that after over 10 years with them, we have not renewed our car or home owners insurance with them.Desired Settlement: Waiver of $15 charge.

Business

Response:

Please see our attached response.

Review: I'm insured with Geico, and I had a car wreck on 12/20/13. I've gotten nothing but a runaround from Geico since that time. It took over an hour on the phone AT THE SCENE for them to ask me enough stupid questions to decide to find a wrecker to honor my roadside assistance policy, and then, they never did locate anyone willing to accept direct bill from Geico. They are supposed to have people contracted to honor that policy, and yet they don't. I had to find someone myself, and unfortunately, the only wrecker I could find was owned and operated by the body shop that contracts with Geico. How convenient. I wanted nothing done except a tow and an estimate. They uploaded their info to Geico, and Geico sent them a check! Without checking with me! When I told them that my body shop was picking up the car, [redacted]’s [redacted] would not release my car until Geico paid the wrecker bill. That took almost 2 weeks. My body shop had an estimate done the day they got the car (1/17/14), and when they provided that information to Geico on 1/17, [redacted] called me and said he would have to have their internal adjuster approve the new estimate. He called back on 1/23 and said yes, they agreed the car was totaled, that he would extend my rental car until this was settled, and he would get back to me with a dollar amount of the claim. I got a call 1/29/14 from the rental car place saying my agreement is expiring, and I have to call [redacted] with Geico to extend it. Of course, [redacted] didn't answer his phone, so I left a message. He calls me back today, 1/30/14, and says my rental car expired 1/25/14, he doesn't have the authority to extend it and neither did [redacted], who, by the way, no longer works there, [redacted] says, and he knows nothing about my claim. I asked [redacted] for his supervisor's name, [redacted], who I was transferred to, and he said he knew nothing about my claim, [redacted] leaving, or my rental car. After placing me on hold, he said this was all my fault because I moved the car from the first shop. He said the delay was my fault, my month was up, so I needed to return my rental car, pay for the days since 1/25/14 when it expired, and he would check on my claim. I asked for his boss’s name, which is [redacted], who also doesn't answer his phone, the CONTACT US email link on Geico’s website doesn’t work, so I'm writing him a letter, and I’m filing a complaint with the Revdex.com and the Missouri State Insurance Commission. Geico has drug their feet for over a month. They have not moved this claim forward. They have not responded to my attempt to reach them. They don’t answer my questions. They haven’t settled the claim. They haven’t paid my car off so I can buy another one, but they’re making me pay for my rental car starting 1/25/14.

As of this moment, Geico has not even sent anyone to look at the vehicle.

They can’t treat people this way. Just because they’re a frigging massively rich corporate entity, does not give them the right to take my money for a service that they are NOT providing.Desired Settlement: To pay off my car, and pay for my rental car until they get the check to the lien holder.

Business

Response:

February 14, 2014

Dear [redacted]:

Thank you for your letter of February 3, 2014.

On December 20, 2014, we learned that a 2011 [redacted] belonging to our policyholder, **. [redacted], had been damaged by [redacted]. We dispatched a tow provider to **. [redacted]’s location to retrieve her vehicle at her request. Upon arriving at the location, the tow provider called to advise that **. [redacted]’s vehicle had already been moved. We contacted **. [redacted] and learned that she had used the services of another tow provider to move her vehicle. **. [redacted] agreed to have her vehicle’s damages estimated by [redacted]’s [redacted].

On December 31, 2013, we received and approved an estimate of repair from [redacted]’s [redacted] and issued payment to **. [redacted] and [redacted]’s for repairs. On January 3, 2014, **. [redacted] contacted us to advise that she did not wish for payment to be made for repairs and disconnected the call. On January 7, 2014, we were able to make contact with **. [redacted] who explained that she

wanted to move her vehicle to another shop, Bell’s [redacted], for a second opinion. We advised [redacted]’s [redacted] of **. [redacted]’s decision and issued payment for their original tow bill so that they could release **. [redacted]’s car for pick up.

On January 21, 2014, we received an estimate from Bell’s [redacted] totaling **. [redacted]’s vehicle. On January 30, 2014 we obtained a market valuation report from [redacted]. and relayed a settlement value of $9,695.50 after deductible. **. [redacted] objected to the vehicle’s value and stated she would forward recent receipts for work done to her vehicle and details for comparable vehicle’s she had located for review.

On February 7, 2014, we received **. [redacted]’s paperwork and increased our total loss valuation to $10,761.50 based on the information provided. We requested that **. [redacted] forward the vehicle’s title to us so that we could make payment. **. [redacted] refused to mail her title. On February 14, 2014, **. [redacted] agreed to send her title for payment. We are currently awaiting that document so that we can proceed with settlement.

We sincerely regret any inconvenience **. [redacted] experienced during our handling of her claim. Unfortunately, the claims

process was delayed due to the change in repair facilities. We extended **. [redacted]’s rental vehicle through January 31, 2014.

Should you have any additional questions, please contact our Auto Damage Manager, [redacted], at ###-###-#### or fax ###-###-####.

Sincerely,

Auto Damage Director

Review: okay I made my payment to geico of 270.72 on the 31st of January I could get a discount to have them automatically debited through my account so I set it up on February 1st and they already received their payment for the 270.72 on January 31st for february well when I set that up they should not have debited my account until March 4th because I called and paid February's payment on January 31st but they put it through my account anyways they got a double payment when I called them they said they would give me the refund because that put my account in the negative they are saying they sent it to my bank but my bank does not have it so therefore my bank account is a hundred and twenty four dollars in the negative because they took a double payment and from them sending that payment through when I already paid has overdrafted my account because it put it in the negative and they are saying they will not pay that overdraft fee they took the money out of my account and they're giving me the runaround to get it backI just think that it is unacceptable that they got the money they were owed plus an extra payment and they should give that back to you instantly they got it instantly why can't they give it back right away I have no money I have a four week old daughter and a 4 year old and I'm broke I have called Geico many times they're saying they submitted it the refund back to my bank my bank does not have itDesired Settlement: refund the funds that are not theirs faster and paymy overdraft fee to myBank

and for them to omit this was their mistake they keep telling me it was mine it is theirsso an apology as well as my money back and my bank fee paid

Business

Response:

February 14, 2014

Review: I received a notice that an automatic monthly payment would be withdrawn from my account, which was closed more than 6 months ago. I called in prior to the due date to correct the information. I paid the policy in full at that time. A month later I received a bill for a returned check fee. I called customer service asking why I was charged the fee when I called in advance, made the payment in full, and was told by the representative that everything was satisfied. I called and spoke to a supervisor who told me that the representative should not have assured me that everything was satisfied because they did not have the minimum required notice. I requested a courtesy waiver since the representative did assure me that everything was satisfied, my policy has always been paid in full, I have been a customer for many years - the supervisor said there is nothing they can do, and they do not care to keep a long standing, good paying customer. On a side note, I received the automatic transfer notice on a Friday, and was waiting with the auto-attendant system for more than 20 minutes over the weekend trying to resolve the situation with more advance notice. The supervisor said nothing about my attempt to make it right, or about the delay in sending me the mail with the required notice; essentially there was nothing else that I could have done to avoid being charged this fee, and all the supervisor said was, 'call in sooner next time.' even though I called in before the due date, and it was paid before the due date.Desired Settlement: All I would like is to waive the $20 fee that is being charged to my account, on the principle that their employee was in error assuring me that everything was satisfied AND because my policy was and always has been paid in full and on time. A customer should not be charged fees when they are paying their bill.

Business

Response:

June 05, 2014

Revdex.com

Of Metropolitan Washington, D.C. and Eastern Pennsylvania

1411 K St NW, 10th Floor

Washington, D.C. 20005-3404

ATTN: [redacted]

ID: [redacted]

Re: [redacted]

Dear **. [redacted]:

We received your letter regarding [redacted]’s concern with a scheduled payment being withdrawn from her checking account causing a Non-sufficient Fee on her policy. We thank you so much for giving us the opportunity to address and resolve her concerns. Immediately upon receipt of this correspondence we reached out to [redacted] by phone to apologize and explain why we attempted to extract the scheduled $99.00 from her checking account on April 30, 2014.

[redacted] called GEICO on April 29, 2014 to make a full payment on her motorcycle policy. She was currently enrolled in Electronic Funds Transfer with her checking account and an extraction was scheduled to process on April 30, 2014. At that time we did not explain to [redacted], due to the time between the payment made and the scheduled extraction, we were unable to stop the withdrawal from her account. We spoke with [redacted]’s on June 3, 2014 and explained why the extraction occurred and that we are crediting her account $20.00 for the non-sufficient fee incurred. [redacted] advised that she is appreciative of GEICO’s help and happy to continue insuring her motorcycle with us.

If there are any further questions or concerns we will be more than happy to assist. Please feel free to contact [redacted] at ###-###-#### or send us an email at [redacted] for additional questions or requests.

Sincerely,

Virginia Beach Regional Office

GEICO Indemnity Insurance Company

NAIC #[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 satisfactory to me. Thank you !

Regards,

Review: I have previously filed a complaint against GEICO because I do not wish to receive email reminders to renew my policy. GEICO has previously, in writing, promised to review and revise its policy about contacting customers regarding policy renewals. I have requested GEICO to cease and desist the email and postal reminders to me about policy renewals, only to have those requests fall on deaf ears and blind eyes.

GEICO's response was that they are required in certain states to provide reminders. If so, is there not a way to opt out of the reminders if the customer does not wish to receive them? I am perfectly able and capable of checking when my insurance policy premium id due. As a satisfied (mostly) customer of GEICO, I appreciate their attention to this, but I feel like I am being treated as a child when I am reminded to renew.

Also, it is presumptuous and rude of GEICO to send ID cards and a new policy before it is time to renew. It is GEICO's assumption that the customer will renew if they receive the cards and policy before renewal. A less than honest customer will not pay for the policy renewal and keep the cards and policy and, if stopped by law enforcement, use the new cards and policy to get out of a no insurance violation.

PLEASE...I DEMAND GEICO to stop the relentless email and postal harassment regarding policy renewal. I will NOT renew if this practice continues and will seek another insurance provider.Desired Settlement: I wish for GEICO to stop the email and postal reminders about policy renewal. I also wish for GEICO to provide an opt-out option for customers who do not wish to receive renewal reminders.

Business

Response:

April 2, 2014Dear [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.GEICOs renewal paperwork is generated 45-60 days prior to the policy effective date to allow time for our policyholder to review the policy and contact the Customer Service Department with any questions or concerns, including billing notices and policy changes they may have.[redacted]'s policy is shown to be on the paperless policy option for mail delivery. Paperless Policy is the electronic delivery of the policyholders documents. As [redacted] is enrolled in Paperless Policy, he will not receive paperwork in the mail. An email is sent to [redacted] when there is new paperwork available on www..com. [redacted] will receive identification cards by mail, and the balance of the paperwork can be viewed online.As [redacted] is on a one-payment plan, GEICO is legally required to send a policy renewal expiration reminder to him when the payment has not been received 15 days prior to the renewal bill due date (copy enclosed). GEICO will send a reminder e-mail (when one is on file) or a notice through the mail to advise [redacted] of the upcoming renewal expiration and payment due. We want to send a friendly reminder just to make sure [redacted]'s payment is received on time and the policy does not expire due to nonpayment of premium. We value [redacted]s business and want to make sure that there is no interruption of coverage.[redacted] may contact the Customer Service Department at ###-###-#### to disconnect the paperless policy option and remove his email address from the policy. [redacted] would then receive all GEICO paperwork by regular postal mail. He may also contact the Customer Service Department to discuss other payment plan options that do not require a renewal expiration reminder notice.As stated in GEICO's October 30, 2013 response to [redacted]'s previous complaint regarding the reminders and emails, we certainly do not intend for [redacted] to feel offended or as though he is being treated as a child. The payment reminders are sent to avoid nonpayment cancellations and the possibility of a lapse in coverage. Many of our policyholders appreciate the renewal reminders. Additionally, insurance companies are required to notify customers in advance of a non-payment cancellation.If you need additional information please contact [redacted] by telephone at ###-###-#### from :00 am to :30 pm CST or by email at [redacted].Sincerely,

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because while I applaud GEICO's efforts to inform their policyholders about policy renewals and expiration, I am simply requesting that the renewal notification be made an option in states that will allow such. I am not familiar with the laws of the state of Texas, but I am asking that GEICO make every effort to allow those customers to opt out of receiving notifications of policy expiration and renewal if the customer so desires. To me, the constant barrage of renewal reminders is "nagging" to the point of annoyance, if not harassment. I do not speak for others, but I personally am perfectly well and capable of knowing when my insurance is about to expire and needs to be renewed. I did so this past renewal period well in advance of the due date.

Review: On this evening, July 20th 2014 @ approximately 6:40 p.m. CST I went online and requested a quote via the Geico Online Internet Svc for my teenage daughter is now 17. My husband and I wanted to shop around via the internet on this evening to see which insurance company would provide us with the best rate and since GEICO is the current auto insurance company that we use we decided to do the online quote through them first. At 6:46p.m. CST we received the below listed email from the GEICO Internet CS Dept.:::: GEICO Took it upon themselves to ADD My daughter without asking me as to where or not I wanted the quote or not and or if I agreed with the quote. I suddenly called into the GEICO office and requested that they remove my daughter from my existing policy because she is not driving any of the vehicles as of yet and the customer service representative refused. I explained to him that this was an ONLINE QUOTE THAT I REQUESTED AND SHOULD NOT HAVE BEEN AN OFFICIAL ADDITION WITHOUT MY CONSENT. My husband and I SIMPLY wanted a QUOTE TO TELL US HOW MUCH IT WOULD BE IF WE WERE TO ADD HER TO THE POLICY PRIOR TO PURCHASING HER A VEHICLE. I VERY VERY UPSET THAT GECO TOOK IT UPON THEMSELVES AND TURNED A QUOTE INTO A SALE FOR THEM and furthermore, I've never heard of a company providing a Quote to someone and in turn making them pay for a service that they do not agree with.....I want many people and my community to be aware of this SCAM and will be speaking in the public about this matter and cancelling my policy with GEICO ASAP... The

--------------------------------------------------------------------------------...⇄ see the below email that GEICO ONLINE INTERNET SERVICE SENT ME VIA EMAIL.....

This email refers to the following confirmation number(s): [redacted]

Government Employees Insurance Company

July 20, 2014

Dear [redacted]:

We received your request for a quote to add a driver to your policy.

Since your policy automatically extends coverage to relatives in your household, this person must be added as a covered driver. Your new premium is $1,185.50.Desired Settlement: I would like and apology definitely, this is not the kind of service I want from any insurance company. I want to be asked and for my official consent to change any policy with headaches and underhandedness. Furthermore, if Geico cannot provided current policyholders with "Quotes" without making changes to the insured policy and or noting a subject to change on there website, then they should not give "False" pretenses under the quote option there should clear and accurate verbage stating that a Quote will be change as a Sale. I would also like my policy reverted back to the way it was that is if I haven't cancelled it already.

Business

Response:

July 28, 2014Dear [redacted],We received your correspondence dated July 22, 2014, regarding the above-noted Consumer. We have not included any personal identifying information in our response as you requested. We attempted to contact our Insured via telephone; however, we were unsuccessful.On July 20, 2014, our Insured submitted an online quote request to add her 17-year old daughter to her policy. In her request, our Insured indicated that her daughter lived at our Insured’s residence and had an active driver’s license. Our Insured’s policy is a family automobile policy that provides coverage for resident relatives. As a result, we consider family members in our underwriting and rating process. Since we are responsible for providing coverage for our Insured’s resident relatives, we added her daughter to the policy effective July 21, 2014. Our policy contract states that we may adjust the policy premiums during a policy term if any of the information on which the premiums are based is incorrect, incomplete, or changed.Our Insured subsequently submitted an online request to remove her daughter from the policy on July 20, 2014. When an insured requests the removal of a youthful resident relative, we request proof of other insurance prior to removing the driver from the policy. On July 21, 2014, our Insured cancelled her policy effective July 23, 2014.We regret that our Insured cancelled her policy, and that we were unable to remove our Insured’s daughter without proof of other insurance. We trust this information is sufficient to allow you to close your file. Please call Jaime B[redacted], Customer Service Director, at ###-###-####, if you have any further questions.Sincerely,George *. R[redacted] Regional Vice President

Review: I had recently purchased a car insurance policy for this company and was billed accordingly. However, when I reviewed the policy (after making a payment) I discovered that their policy was only for 6 months, as opposed to a year-long industry standard policy. Not once was I informed of the duration of the policy, only of the payment option and what I had chosen to include in the policy.Desired Settlement: I would like a full refund from my account of this company due to their failure to inform a paying customer.

Business

Response:

See attachment or check attachment tab.

Review: I called with question regarding my homeowners insurance policy that was written by Geico through [redacted]. I had a small roof leak and I was not sure if it was covered under the policy. I told them the resulting damage was very minimal and that if the roof was not covered it would not be worth filing a claim. They said they were going to have someone come out and determine if it was covered and if it was we would proceed with a claim and if it wasn't we wouldn't. The rep came out and determined the roof was not covered and the total of the interior damage would be less than my deductible so that was it. Now my policy is up for renewal and I wanted to make sure I was paying a good rate so I called a few companies to get rates and was told by one that I was not insurable because I have a claim and by the other company that because I have a claim that the rates would be about $800 more than I am paying with Geico. What I am upset about is that I should not have a claim on my record. The phone calls are recorded for this reason. I called and asked questions and they led me down a path that I feel they knew would keep me insured through them by making me uninsurable to other companies. I have spoken to 5 different people about this and keep getting transferred around about it. They offered to give me a letter saying that no claim was paid out but that is not good enough. There should be nothing on my record.Desired Settlement: Remove the claim from my record. Nothing was paid out. I simply called with questions and this was what they said to do.

Business

Response:

May 28, 2013

Dear [redacted],

Thank you for the oppurtunity to address your concerns as they speak to the claim listed on your [redacted] policy. GEICO Insurance Agency, Inc. is a sales and service agent for [redacted]. As such, we are required to abide by their underwriting guidelines for new and renewal business. Additionally, GIA does not handle or adjust any [redacted] claims.

I have forwarded your complaint directly to [redacted]. They will be responding to this complaint under seperate cover.

Thank you for your patronage. We hope that there will be a favorable resolve.

GEICO Insurance Agency, Inc.

Review: I was involved in a Motor Vehicle accident. At the time I was renting a car and that is what I had my wreck in. Geicos roadside assistance came out and towed me to [redacted]. The rep said this is the place he recommends. So I said ok I will go with what my insurance said. In the meanwhile I got into and accident. And truck city would not release my vehicle to tow back to [redacted]. I was charged a 500 dollar deductible plus rental fees. My lien holder had to go pay a tow truck twice at $220a piece. And finally got it fixed. So because of Geicos recommendation I have to pay out of pocket a lot of money. I feel as though Geico should be paying some of the extra fees such as a tow truck going out twice and being rejected. Because this is where the rep form rsa is the one who told me where to get it towed. And I have sent several statements to the adjuster for my pip. Because my moter had to take off work to keep my kids for me while I was healing. And I have gotten a few charges for prescription meds at the local pharmacy. I documented that as well. I still need to have some one to care for my kids because I have to go to PT. And it is hard to do when I can't pay them. I cant even do my community service because of the accident. I just wasn't Geico to pay for the tows that I was sent to by them. And I also want to collect my pip since I do pay for it and I need it to help cover things like paying someone to watch my kids. and catching a cab because my hands still hurt and I cant drive.Desired Settlement: I would like Geico to cover the two tows for my truck since they recommended me to go there. And I would like to collect my PIP to help pay for the assistance I need from this accident

Business

Response:

January 31, 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: November 19, 2013

COMPANY:

Dear **. [redacted]:

Review: I've been with this company since 2009. They recently did an audit on my account and the price went up higher then ever before. I have not had any accidents/violations ever.Desired Settlement: I want what I used to pay for the past 3 years. I have been a loyal customer and Geico has not fulfilled their guarantee. This has been a horrible experience.

Business

Response:

July 23, 2014Dear [redacted]:Thank you for your July 21, 2014 e-mail regarding [redacted]’s complaint, Mr. N[redacted] asked that I respond on his behalf and I welcome the opportunity.A review of [redacted]’s policy shows he is correct; we increased his premium following a review of his policy. It was explained to [redacted] the policy review revealed that an endorsement error on his policy caused us to undercharge his premium by approximately $150.00 each six month policy period for four policy periods. If the policy review had disclosed we had overcharged [redacted], we would have immediately issued him a premium refund; however, we undercharged him and we will not backdate the correct endorsement and apply the additional premium to his policy that we, by our error, failed to collect. Once we discover an error on a policy has caused an incorrect premium to be applied, we are required by insurance regulation(s) and/or statute(s) to correct the error and charge the correct premium, Therefore, in Summation, for the last two years [redacted] paid approximately $600.00 less in premium than he would have had his policy been rated correctly. We will not bill him for the premium difference.I hope this information has been helpful. Please contact my associate, Mel D[redacted], at [redacted], extension [redacted], if you have further questions regarding this matter.Sincerely,Carole *. C[redacted] Policyholder Relations Supervisor GEICO Insurance Companies

Review: As Geico policy holders (#[redacted]), last year we needed a convenient storage policy for our Mini Cooper where we can still drive short distances before transferring the policy to full storage in the future. So on March 20, 2012 I put it on Geico's storage policy plan 2 under the verbal agreement and assurance of the customer representative that under this storage, I would receive 70% refund of my monthly payments upon transfer to full storage in the future. I paid $114.81 monthly, time and time again on payment due dates I was reassured of the commitment for the last year and a half. Consequently, on August 22, 2013 I finally changed the policy to full storage which cost $54.14 biannually and was told I would receive the 70% from March 20, 2012 payments on my account by means of [redacted] debit refund, my last method of payment, but it would take 3-4 weeks. Hence today Sept 21, 2013, after the fourth week, I inquired about my refund status and was surprised to know that the process has not been finalized and worse suddenly, without prior notice and contrary to previous commitment, I'm only getting $438.08 in refund for the past year and a half. Basically I'm only getting 21% of my monthly payments not 70%, therefore the storage policy they've recommended cost about $95 monthly. Even after complaining to customers service and asking for the supervisor, they still could not properly explain how within the last year and a half of reassurance and verbal commitment I'm now only getting 21% not 70%. Geico simply stated there has been a miscommunication but under my assessment I have been deliberately misled for the past year and a half. Simply because if I was told straightforward that the storage policy cost $95 per month I would have simply gone with the $54 for 6 months to begin with.Desired Settlement: The refund of 70% for the past 18 months amounting to $1447 immediately since; I've already given Geico the 4 weeks for them to figure it out and even then they did not contact me but I had to contact them. I do not need to wait any further for my promised refund and preferably a refund to my [redacted] debit card which I've been using to make payments.

Business

Response:

October 2, 2013

Dear **. [redacted]:

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

Our records indicate on March 19, 2012, **. [redacted], **. [redacted]’s spouse, contacted us to place the 2009 Mini Cooper in storage. Initially, she elected to take advantage of our Suspension Storage Plan. In this case, we removed all coverages except Comprehensive from her vehicle and updated the annual mileage on the policy to reflect non-use. Later that day, **. [redacted] contacted us again and requested to add coverages back to the Mini Cooper and place the vehicle in our 70% Storage Plan. This plan requires a policyholder to continue remitting payments while the vehicle is in storage. Then, upon notice that the vehicle is no longer in storage, we apply a credit for 70% for the cost of all coverage, except Comprehensive, for the days the vehicle is stored. Once calculated, the storage credit is applied to the policy balance and subtracted from any balance due.

Based on the storage plan **. [redacted] selected, she continued making the scheduled payments until the July 2012 bill. On July 3, 2012, a cancellation reminder notice was mailed to advise that a payment was needed by July 14, 2012, in order to avoid a lapse of insurance. Our cancellation notices are sent Post Office Receipt Secured (PORS) which means the postmaster guarantees it was mailed. When no payment was received, the policy cancelled for non-payment of premium effective July 14, 2012.

**. [redacted] contacted us on July 23, 2012 and reissued the policy; however, there is no record of a request to continue either storage option. Subsequently, our records show no mention or a storage request from either **. [redacted] or **. [redacted] until March 4, 2013. At this time, **. [redacted] requested the 70% Storage Plan be started again for the Mini Cooper. He next contacted us on August 22, 2013 and requested we stop the 70% Storage Plan and change the Mini Cooper to the Suspension Storage Plan effective August 23, 2013.

Based on the dates requested, we will honor the 70% storage credit from March 20, 2012 to July 14, 2012 and from March 4, 2013 to August 23, 2013. This will result in a credit of $604.03 being applied to the policy balance. We spoke to **. [redacted] on September 21, 2013 to explain the

timeframes being used to apply the storage credit; however, it appears we were unable to successfully explain our handling. We apologize if our explanations of the storage requirements did not sufficiently clarify the endorsements impacting for the credit amount for **. [redacted]’s 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].

Sincerely,

Review: On May 3, 2013 I went online to purchase car insurance (Geico) a quote was given to me that I was satisfied with. The quote was for 6 months $135 per month, at the time of speaking with the agent who help me with the policy. I told him about my driving record in which I had two accidents one of which I caused and I told him I have been driving over 30 years and caused one accident. I ask him if the quote he was giving me for real, he reply was “he has pull my driving report and the quote is based on that report”. he only seen on report one accident. I asked him should I wait to see if there would be additional searches, he said no. He has pull my driving report, the quote given would be what I would pay every month for 6 months. I received my policy in the mail. Then two weeks later I get another reporting Act Disclosure notice. So I call Geico, their response was that because of change, the quote for my policy will be $895 by June 15th and $400 per month for 6 mos. This is for minimal insurance coverage.Desired Settlement: The reason why I am writing this complaint, Geico should honored the first quote. I would have never agreed to the quote of $2900 for minimal car insurance coverage for 6 mos.. I cannot pay this amount I want to get out of the contact because I agreed to $135 for 6 mos insurance coverage

Business

Response:

August 3, 2013Dear **. [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 her premium was increased due her driving history that she disclosed at the time of application. She has requested that GEICO honor the originally quoted premium.GEICO’s records show that [redacted] contacted GEICO on May 4, 2013 to get an automobile insurance quote. She was quoted a premium based upon the activity she disclosed on her application. **. [redacted] advised of a loss which occurred in 2009. She did not disclose any other accidents, convictions or suspensions for herself or her spouse. The Motor Vehicle Reports (MVRs) were not viewable at the time of the quote.After the policy was bound, the policy was reviewed for completeness and accuracy. Motor Vehicle Reports were reviewed and two convictions and a suspension were found on [redacted]’s MVR. Two convictions and two suspensions were found on **. [redacted]’s MVR. None of this activity was disclosed at the time of application. The discrepancy caused an increase in premium.It is GEICO’s position that all proper procedures were followed in the handling of the policy in question. [redacted] grossly misrepresented her and her spouse’s driving record when she applied for the policy. 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: When getting an estimate, the Geico office state an estimated 1 day before returning my vehicle. I decided to leave the vehicle Thursday morning to be picked up Friday, in time for my move out of my apartment, where the lease ended Monday. I was told the car would not be ready until Monday, and each time I called in there were continual delays. I was told at the end of Tuesday that the car was completed but could jot be returned to me, while I have been unable to complete my move. Their practice has left me stranded without a vehicle for greater than 5 days, due to mismanagement, setting poor expectations, and improper ordering and repair techniques.Desired Settlement: Refund of entire deductible and extended payments of lease due to inability to move totaling $150/ day starting Monday.

Business

Response:

July 21, 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: June 24, 2014

COMPANY: GEICO Casualty Company

Dear: **. [redacted]

Review: My bank charged a fee and in order to get the fee waived by them GEICO has to return back the funds they charged to the account the ACH was pulled from. GEICO representatives stated that they would return the money back to the checking account. I had requested on the 28th no to pull money from the ACH and to charge to [redacted] card. I had also spoke to a rep that the money would have to clear to get returned to the checking account. Now GEICO refused to return back the ACH money they pulled out. the 24.90 was not suppose to be returned back to the card they were suppose to returned back to the ACH account listed.Desired Settlement: I would like GEICO to return the funds back to my checking account the 24.90 and charge the 24.90 to the [redacted]. GEICO should honor service request to the customer as cutesy and being loyal to the customer. If they expect to keep customers than switching to another carrier.

Business

Response:

07-12-13

Dear Policyholder,

Thank you for insuring with GEICO. This letter is to confirm that you have enrolied the above referenced policy in automatic payments.

Below is the authorization agreement you accepted when you enrolled.

You agree to allow GEICO to automatically debit future payments from your account with [redacted]. ending in [redacted]. You also agree to allow your financial institution to debit your account for these payments and you understand changes to your policy or premium may change the amount debited. If at any time you wish to discontinue automatic payments, you may visit us at geico.com or call us at ###-###-####.

We will send you a payment extraction schedule shortly. We recommend that you post the schedule in a visible place to help you remember when your payments will be extracted.

We will continue to extract your payments from the designated account as they become due until you instruct us otherwise. To terminate automatic payments, you must notify us by phone at least three (3) business days before your next scheduled extraction to prevent payment processing.

Please be aware that if you make changes to your policy (or if we are forced to make changes to your policy as a result of information obtained during the underwriting process), it may affect your payment extraction date(s) and/or the amount we extract from your account.

If you need to update your account information in the future, simply log into our secure Policyholder Service Center at geico.com and complete your changes online. Or if you prefer, you may call us at ###-###-#### to update your information.

If you did not authorize us to enroll your policy in automatic payments, or if you have any questions regarding this notice, please call us at ###-###-####.

We appreciate your business and look forward to serving you for years to come.

Sincerely,

GEICO Customer Service

Review: On 27th April 2013 my car got flooded. I called GEICO to send tow service. GEICO agent told me they will, further recommended If I want fast service I can get tow service if any nearby. Tow service from [redacted] was there. First the tow truck driver tired to tow but I resisted cause he told me I have to pay cash if I want tow service. Other option he gave me was get tow service mechanical repair at [redacted] located at [redacted] Avenue and car service from [redacted] car rental. He said they will take insurance GEICO insurance.

After almost a week GEICO send an estimator to car shop. First estimate came out a week long job with oil changes. After that second and third estimate. It’s been a month I am out of car rental. The last estimate shows the engine need to be replaced. The premier [redacted] first told me they will give me a complimentary rental. Later they told me I will have to pay for it.

The engine of car is to be replace, due to second and third estimate the repair cost is going to the value of car.

I have two complains

1) GEICO estimator did not provided with correct estimate at first place. If I knew the engine would be replaced I would have transfer to a dealership or ask to total the car.

2) [redacted] carstar made false promise regarding length of repair and car rental. I don’t have trust in their service [redacted] .Desired Settlement: 1) Total the car and give me full price of my car value. GEICO Estimator made an incorrect estimation.

2) [redacted] kept giving false promises to me about length of repair and car rental. They took almost $5K from GEICO, the last estimate additional $4K. I dont have trust in their service anymore.

Business

Response:

June 6, 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: April 27, 2013

COMPANY:

Dear [redacted]:

Review: I contacted Geico on 5-6-2013 and let them know the person that I was invovled in a car accident agreed to meet with me to pay my $500.00 on friday when she picked up her paycheck around 2:00pm. The rep said that was great when I meet with her on friday to call Grico back and let them know she meet me and paid the $500.00 I said ok we hung up maybe 20min after that I recieve a text message from the other partied stating she just got off the phone with Geico and was informed not to pay until after my car was fixed and when they send her the final bill then she can pay. I contacted Geico I was very upset $500.00 is a large amount and was going to put me in a finiancal bind I explained this to the rep and why would they call her and say other wise. The rep did not help me at all I was so upset because now I am going to be left stuck let the rep know I am paying Gieco each month and this is the customer serivce that I get now here it is a month later I had to not pay my car note to pay the $500.00 deductible so I could get my car back and I still have no money back and is still in the whole from last month I have gotton no where no one seems to know what is going on and I am still paying geico for horrible service.Desired Settlement: I would like for someone from upper management to call me back ASAP and give me my money back the other person at Geico that has tried to help me and have been nice is [redacted] but there is only so much she can do she has been really nice to me and continues to give me hope but at this point I am in the whole I do not see a light at the end of the tunnel and I jsut want my $500.00 back.

Business

Response:

Dear [redacted]:

Review: GEICO is not returning my calls about an accident claim. They cancelled my policy with out any notification, when I met with an accident, I called to report the accident at that time they told me that my policy is cancelled. I paid the premium on the same phone call, they never informed me about policy cancellation. I have premier vehicle so I can not afford to drive them with out insurance. I am a loyal customer to GEICO, was with them 5+ years, still they are not ready to help me with my situation. I tried calling GEICO, they routed me to different people with absolutely NO help. So decided to reach Revdex.com.Desired Settlement: GEICO should cover my 2002 [redacted] and process the claim.

Business

Response:

January 8, 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: December 20, 2013

COMPANY: GEICO Choice Insurance Company

Dear **. [redacted]:

Review: This company debited my account on August 25 for $282. A have had automatics payments for years and there has never been a debit for this amount on that day. My complaint is that when I called to find out what was going on, the person told me that they couldn't tell me do to privacy reasons. At this point I suspect that it was due to something going on with my sons accout so I asked for the automatic debit of my account be canled for that account. I had to call back several times before I talked to someone who would end the automatic debit.

My comlaint is that $282.11 was taken out of my acount and I don't know why and I want my money back. Number two, when a person authorizes their account to be debited; GEICO should allow the person to unauthorize just as easy and not rob people against their will.Desired Settlement: Refund my $282.11

Allow people to unauthorize debit of their account when they are paying for someone elses policy.

Make it policy to explain to people, when they ask why, when you take money out of their accounts.

Business

Response:

September 5, 2013

Review: My car was repaired by [redacted] collision center in [redacted] md [redacted]. It was covered by geico insurance in 2008 with a life time warrant on repair. Parts have fallen off my car and cause damage. The insurance company is accusing me of hitting something which I complete deny.

Product_Or_Service: car repair

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like my car repaired and I want Geico to honor the warranty

Business

Response:

March 18,2014Dear [redacted],Thank you for your letter received on March 10th regarding [redacted] claim with GEICO.In December of 2008 [redacted]’ vehicle was involved in an accident, and the damages were limited to the right rear door area. The repairs were completed in December of 2008 by [redacted] Collision Center under the GEICO Auto Repair Xpress program. After receiving your letter one of our GEICO Auto Damage Field Supervisors inspected [redacted] vehicle on March 12, 2014 at [redacted]’s Collision Center where the damages were being repaired through a claim filed with [redacted] Insurance.Our inspection showed that the passenger rear tire tread had tom away from the rest of the tire causing the tire to blow, which in turn caused damages to the passenger rear outer wheelhouse panel, passenger rear quarter panel, cladding and the fuel door. This is clearly a result of the blown tire and has nothing to do with the quality of repairs from the loss that occurred in 2008.Our inspection did show that the paint on the passenger rear door cladding is peeling. This part was replaced and painted as part of the repairs performed by [redacted] in 2008, and we would warranty this part of the repair. The cost to remove, refinish, and reinstall the cladding would total $177.05, and we are mailing [redacted] a supplemental estimate and payment for this amount. Should [redacted] decide to have the repair done she can take the vehicle to the shop of her choice and present our supplemental estimate.This issue would not have caused the tire failure and the resulting damages that [redacted] is claiming now, and GEICO will not be involved in repairing those damages.Should you have any questions, please contact our Auto Damage Manager, [redacted], at ###-###-####.Sincerely

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

I feel that my car was not properly inspected in 2008. The door they installed did peel paint some years later but they also didn't hook up the power lock system. I do believe my account of the incident is completely plausible do to the poor workmanship that was not detected upon completion of the vehicle in 2008. I feel the accident being describe in 2014 was actually caused by the loosing of the under panel in the tire well causing the tire to shred! The tire never blew. I drove my car for 2 miles to finally park my car in a safe spot. (PS if my tire had blow why doesn't the rim need replaced.)This problem has caused me great distress. In order to get my car repaired my insurance company called this a collision and has recorded this on my personal driving record and cost me 500$ deductible. It will be difficult to have [redacted] to admit blame because the same person who inspected it in 2008 is the same person saying it is my tires fault. I am sure he doesn't want to take responsibility for a poor inspection because it may affect his employment. However, as a trusting customer I feel it is Frankel's responsibility to see my position and my dissatisfaction with their response.Thank you for your help in this matter. If necessary I can send you the completed details of my car repair from [redacted]'s [redacted].

Regards,

Business

Response:

March 26,2014Dear [redacted],Thank you for your follow up letter received March 21st regarding **. [redacted]’ claim with GEICO.As stated in our previous letter regarding **. [redacted]’ claim, GEICO physically inspected **, [redacted] vehicle while it was at [redacted]’s [redacted] and that inspection showed that the passenger rear tire tread had tom away from the rest of the tire which in turn caused damages to the passenger rear outer wheelhouse panel, passenger rear quarter panel cladding and the fuel door. The tire tread separating from the tire itself appeared to be caused by wear and tear or a defective tire. There was no evidence of the tire coming in contact with any part of the body of the vehicle thus causing damage to the tire. There also was no evidence to substantiate the customer’s claim of this new damage being caused by the quality of repairs or the damage from the loss that occurred in 2008.GEICO will not be able to provide coverage for the damages **. [redacted]’ is claiming as part of the GEICO guaranteed repair program for her claim back in 2008.Should you have any questions, please contact our Auto Damage Manager, [redacted] at ###-###-####.Sincerely

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because: When the car arrived at [redacted]'s [redacted] it had been taken apart at [redacted] Collision and therefore did not see the very heavy rear mud flap embedded in the tire. I feel the damage to the tire was caused by a faulty repair that caused the mud flap to break free and cause the damage. My car was not properly inspected (proof the rear door lock was not hooked up to the key pad and paint now chips off the door). I believe if you offer a warranty for the life of the car it should be honored as such. I am very dissatisfied with the lack of concern when I contacted Geico about this issue. There seems to be no one their to advocate for the customer. It is false advertisement to offer a warranty that you will not honor. If a proper inspection had been done in 2008 we would not be corresponding today. I would like a full refund that I paid for car repairs. Sincerely, [redacted]

Regards,

Review: My car was vandalized on Jan 4th. My window had been smashed along with some other minor damages. I contacted GEICO and filed a claim that same day. One week and many phone calls later I was told I needed to do a recorded statement to process my claim. I did the statement. I was told it will be processed the next day. A few days later I got a voicemail from [redacted]. He stated I have to do another recorded statement. I did the recorded statement. [redacted] sent me to a claims representative to take pictures and assess damages. There is at least one GEICO Auto Repair Xpress in [redacted]. I asked if I can make an appointment there since it’s close to my house. He told me I had to go all the way to [redacted] to get it done. I explained to him it’s a hassle to go to [redacted] when I can just go down the street. He made it clear that if I didn’t see this specific claim adjuster in [redacted] he will not process my claim. I’m sure if sending a client to a “special” adjuster is standard protocol but I took the trek to [redacted] anyway. The adjuster said he’s going to authorize payment of $800+ in damages.

After not hearing from anyone for a few days I called [redacted] to make sure he received the adjusters information. He confirmed. He then told me, even though I went through the hassle, he will not process my claim until I send him cell phone records. I sent him cell phone records from Jan 1 to Jan 10. After receiving them he me he demanded records starting Dec. 1 2012. I explained to him the irrelevance of phone records a month before the incident but he insisted it was necessary to his investigation. He reminded me that he will not process my claim until he receives them. I sent him those records.

He wanted my girlfriends address and phone number. I gave him those. He has spoken with her twice, once recorded and once off the record.

He also has a copy of the Police Report.

At this point we are over two months into the process and [redacted] has yet to do anything with the information he has gathered except request more information.

[redacted] called me two weeks ago requesting another recorded statement. We did the recorded statement. He told me he has all the information he needs.

[redacted] called me again, later that afternoon, and said he now needs my bank statements. I asked him why and he explained it’s because he read a Facebook post of mine from Jan 18th, “money is tight, hitting the Coinstar.” I asked him what that has to do with my GEICO claim and he said he wants to “verify the truth” of my Facebook statements. TWO MONTHS after the claim he decides he needs bank records from November to present because he was spying on my Facebook page? He didn’t need my bank statements until he read a silly Facebook post?

I have finally reached my breaking point. I hope you can understand my frustration. I apologize if at any point of this claims process if I came off as irritated. I had no window in the middle of winter.

I hope this is not standard procedure for GEICO employees. I hope this is one rogue employee flexing his muscles. I have been harassed from day one. Every time I provide [redacted] with personal records he threatens to not process my claim if I don’t acquiesce to even more demands. He has ordered me to do many things that are extraneous and irrelevant to the claims process. He has more than enough information to process my claim. I have recorded conversations, voicemails, and emails verifying the veracity of every detail in this letter.

[redacted] continues to insinuate that I am lying because I changed my policy soon before the vandalism. I realize that some things in life are unlikely but that doesn’t mean they don’t happen. My car was also vandalized on my Birthday. That’s even more unlikely, but it DID happen.

I am requesting for my claim to be processed as soon as possible. I would also like for GEICO to take a serious look into the conduct of this employee. I would not like anyone else to have to go through this experience.

I have cancelled my policy. I will also be writing to the Revdex.com. I apologize, once again, for having to take it this far but I had never missed a payment and I have not been treated respectfully.Desired Settlement: I would like to get the amount of money the claim adjuster verified as the correct price. Or a refund of all the money I have paid to the insurance company to date.

Business

Response:

March 26, 2013

Revdex.com

Your ID #: [redacted]

Regarding: [redacted]

Our Claim #: [redacted]

Our Insured: [redacted]

Date of Loss: January 4, 2013

Company: GEICO General Insurance Company

Thank you for your recent inquiry dated March 21, 2013.

Supervisor, [redacted] spoke with [redacted] on March 26, 2013 in regard to this matter. [redacted] explained the reasons for our investigation and why additional information was needed. [redacted] understood why we are requesting his recent bank records and agreed to send them to us for review. Once the additional documentation is received, we will be able to properly evaluate his claim.

If you have any additional questions, please contact me at [redacted]

Sincerely,

Claims Manager

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

[redacted] failed to give me a logical explanation for the way the way the numerous requests of personal information was handled. There were no answers to the concerns outlined in my previous letter.

In regards to what he wanted from me, all he told me was: