Metro Lift Propane

We are sorry that the customer had a bad experience with our company. When we last spoke to her regarding her claim, which was in January, we were under the impression that she was ultimately satisfied with the adjustment process and the amount paid. As she noted, she had a toilet
overflow, and we paid over $20,for emergency services and repairs to her home. With respect to her comments about the adjuster, a different supervisor has called twice and left messages in an effort to learn what she feels the adjuster did wrong and how it could have cost her money, as well as to learn more about her allegations against the adjuster’s supervisor, but he has not heard back from her yet. As to her allegation that she provided proof that the emergency services contractor tried to do more work than needed and that she tried to save us money by “blowing the whistle,” we did not interpret the documentation she provided to us in the same way that she did. Finally, as she notes, the policy was nonrenewed as the customer had a large water loss in the first two years she was insured with us. Again, we are sorry that she feels that she was mistreated

The supervisor was able to reach the customer by phone on 5/31/2016. He listened to her concerns about the handling of her claim and the personnel involved. He apologized for any ill treatment that she perceived, and the customer thanked him for calling. As far as the policy, the customer advised she had already obtained alternative coverage

We are sorry that the customer feels that our action of not renewing his policy was unfairIt is true that the policy was first issued in We have been trying to resolve the issue concerning the roof since that timeIn fact, we delayed non-renewing the policy twice as we corresponded with the
customerIn March of 2016, we sent a letter to the customer requiring the roof be replaced and the dishwasher lines replacedThe customer provided evidence that the dishwasher lines were replaced, but did not submit evidence that the roof had been replacedInstead, the customer sent in a repair invoice for a roof at a different address than the insured property and with a different customer name.
We are happy to renew this policy provided that the customer provide us with proof that the roof has indeed been replaced at the insured location

No one from Western Mutual has made an effort to co contact me I will be happy to go over any information to resolve this complaintI have no voice messages from themAttached is a copy of the email that I sent to a supervisor with the text that they interpreted in another way

We are sorry that the customer had a bad experience with our company. When we last spoke to her regarding her claim, which was in January, we were under the impression that she was ultimately satisfied with the adjustment process and the amount paid. As she noted, she had a toilet
overflow, and we paid over $20,for emergency services and repairs to her home. With respect to her comments about the adjuster, a different supervisor has called twice and left messages in an effort to learn what she feels the adjuster did wrong and how it could have cost her money, as well as to learn more about her allegations against the adjuster’s supervisor, but he has not heard back from her yet. As to her allegation that she provided proof that the emergency services contractor tried to do more work than needed and that she tried to save us money by “blowing the whistle,” we did not interpret the documentation she provided to us in the same way that she did. Finally, as she notes, the policy was nonrenewed as the customer had a large water loss in the first two years she was insured with us. Again, we are sorry that she feels that she was mistreated

We are sorry that the customer feels that our action of not renewing his policy was unfairIt is true that the policy was first issued in We have been trying to resolve the issue concerning the roof since that timeIn fact, we delayed non-renewing the policy twice as we corresponded with the
customerIn March of 2016, we sent a letter to the customer requiring the roof be replaced and the dishwasher lines replacedThe customer provided evidence that the dishwasher lines were replaced, but did not submit evidence that the roof had been replacedInstead, the customer sent in a repair invoice for a roof at a different address than the insured property and with a different customer name.
We are happy to renew this policy provided that the customer provide us with proof that the roof has indeed been replaced at the insured location.

No one from Western Mutual has made an effort to co contact me I will be happy to go over any information to resolve this complaintI have no voice messages from themAttached is a copy of the email that I sent to a supervisor with the text that they interpreted in another way

The supervisor was able to reach the customer by phone on 5/31/2016.  He listened to her concerns about the handling of her claim and the personnel involved.  He apologized for any ill treatment that she perceived, and the customer thanked him for calling.  As far as the policy, the customer advised she had already obtained alternative coverage.