Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
Mr***, According to our records, the late fee and interest were waived for the charges from JanuaryHowever, there was a second quarter payment due in May that you did not pay on time, and the late fees you are referring to are for that late payment, not the fees from January ***
has looked through his records for past communications with you, both by phone and email, and only found one instance of communicationIn it, he clarified that the fees would be waived provided you paid those dues by May 31stHowever, you did not pay the second quarter dues, so you accumulated a new late fee. We take issue with the claim that communication with Wildwood is impossible, as we are always readily available by phoneHomeowners do not need to wait for a homeowner meeting to contact us If at any time you feel the need to contact us for any reason, please do not hesitate to call us at *** with any concerns Unfortunately, we cannot waive your late fee for your May payment unless you can provide evidence you paid it, otherwise you are still responsible for it Best Regards, Wildwood Management Group
Mr***, In your response, you conceded that you did not make the payment of $until May 24th. The second quarter due date, per your Homeowners’ Association’s governing documents, was April 1stAccording to our records, you made a payment of $on May 24th, a full twenty-four days after the final due date of April 30thThe late fees were generated as a result of the missed second quarter due date. That being said, we have decided to waive the late fees as a one-time courtesy to youPlease note that this waiver is strictly a one-time convenience and in the future any late payments will result in further late fees. We strongly encourage you to reach out to us to confirm when your payments are due and, if needed, work out a payment planWe hope that in the future you will make an attempt to contact us at *** *** with any concernsBest Regards, Wildwood Management Group
Initial Business Response /* (1000, 9, [redacted]/09/28)...
*/
[redacted]
As well, to the best of our knowledge, the [redacted] made no attempt to find any resolution to this issue with either our Branch Manager in[redacted] or our Home and Automobile Insurance Manager in [redacted]. We have always been willing and continue to be willing to work with the [redacted] to put such coverage in place immediately upon their request (subject to receiving the necessary payment and underwriting information). I suggest, if they have any interest in getting a quote, they contact [redacted], Manager - Personal Insurance in our [redacted] office at [redacted].
In specific response to the complaint, Steers Insurance Limited is an Insurance Broker and we sold insurance policies to the [redacted] on behalf of [redacted]. The [redacted] were paying the premiums on those policies directly to [redacted] by way of credit card. However, between the [redacted] and [redacted] renewals the [redacted] credit card information changed and they did not inform either Steers or [redacted] of that change. Steers received notification on [redacted] that the [redacted] policies were to be cancelled due to the invalid credit card information. We contacted [redacted] on the [redacted] for the updated information. At that time she was told that to avoid any cancellation of the policies we required the updated information no later than [redacted]. She indicated she would get the information from [redacted]. At the time, had the information been provided there would have been no cancellation and no gap in coverage.
However, the updated credit card information was not provided by the [redacted] (or at any time since) nor has any other attempt been made to pay the policy premium in any other manner. The insurer, [redacted] having received no updated payment information had no other option but to cancel the policies in force for non-payment of premium. All insurance companies would have taken the same action in that situation. In our opinion all necessary steps were taken to try and ensure there was no cancellation of the policies and no lapse in coverage.
As previously mentioned though, we are certainly willing to work with the [redacted] to put such coverage in place if that is something they want to explore.
[redacted]
Initial Consumer Rebuttal /* (3000, 11, [redacted]/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not accept this as a plausible response to the problem. We have contacted the steers office in[redacted] by phone and email numerous times to try to resolve this problem. We have the email string and phone log to attest to this. Still to this day we have not received a quote from them on renewing the policy which was supposed to be done days after we found out that our insurance policy had been cancelled. The last phone conversation that we were engaged in resulted in the agent basically telling us not to call back anymore because she would contact us once she received the updated quote because there were "new markets" and options available to us. We have long since insured all of our policies through another agency but still would like to have the flag removed from our files. Email string and supporting information can be provided upon request.
Final Consumer Response /* (4200, 17, [redacted]/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It appears that Steers is missing the point on this issue. We are no longer seeking a quote from them, we requested a quote back in [redacted] which after many follow up calls and emails was never provided. We were left with no choice but to source another insurance provider as our mortgage lenders were poising to cancel our loans while we waited for Steers to provide us a quote so that we could set up a new policy. In rebuttal to the prior information provided by Steers, the facts of the situation are:
(1) The credit card provided for original premium was never authorized for repeat transactions, written or otherwise.
(2) A bill, amounts owing or letter for upcoming policy renewal was never provided before charges were attempted to be applied to the credit card.
(3) A registered letter or notice of policy cancellation was never provided.
(4) At the time that contact was made with [redacted] regarding the policy the cancellation and flag had already been put on the account. This was around or about [redacted]. The flag had been applied to the account on or about [redacted].
(5)To further emphasize the above points listed, contact was never made to us by Steers, [redacted] or otherwise. The only contact was when [redacted] called the local steers office in[redacted] on [redacted] at which point the policy appears to have been cancelled and the flag already applied to the account. We find it hard to believe that contact could not have been made with us in a more timely and efficient manner as all throughout the construction phase of our new home Steers agents made regular visits to the property to check on progress, take pictures, etc. They were in regular contact at any point in time that they needed information or progress reports to the point of even coming to knock on the door of our home to talk to us. It seems that they have no trouble to make contact when it is convenient for their needs but find it significantly harder when it is not. Once again we are no longer seeking business dealings with Steers, the time for quotes and policy renewals has long past, if they could have gotten back to us 3 months ago we most certainly would have renewed a policy with them. Now we just want the "cancellation for non-payment" flag removed from our file.
Final Business Response /* (4000, 20, [redacted]/10/14) */
Steers Insurance Limited has no further resolution to offer the consumer.
The consumer seems to be under the impression that Steers cancelled the policy - that is not correct. [redacted], the consumer's insurance company, cancelled the policy and [redacted] created the "flag" indicating the consumer was cancelled for non-payment of premium.
The consumer was not paying Steers Insurance by credit card he was paying [redacted] directly. When we (Steers) were informed of the cancellation we contacted the consumer, and spoke directly to [redacted], to get updated payment information for the insurer. The information was not provided to us. Had the information been provided to Steers when we asked, the cancellation would have been rescinded. This was explained in the conversation with [redacted]. The consumer has still not addressed why the updated credit card information was not provided.
If the consumer wants to pursue this issue further we can only suggest that they contact the regional office of his Insurance Company, [redacted] in[redacted], at [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Initial Business Response /* (1000, 9, 2015/01/22) */
Steers takes great pride in the professionalism of our staff and the levels of service we provide to our clients. One of the components of that service is providing financing of insurance policy premiums for those clients who require such...
assistance. We contract a third party for such service and in this case the financing contract was with [redacted] - [redacted]. The client is required to sign a contract with [redacted] outlining the terms and conditions of the financing. The finance company initiates correspondence with the client about all aspects of such financing contracts, charges appropriate NSF charges should payments not be made or cheques not clear the bank and initiates actions to cancel policies if premiums are not paid under the terms of the contract. I believe this complaint may be better directed to [redacted] and not to Steers Insurance Limited.
Initial Consumer Rebuttal /* (3000, 11, 2015/01/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not believe I have to respond to [redacted] concerning my complaint or their policies. I was required to send my three months deposits directly to Steers. And that is the issue and it is whom Steers requirements to cancel the policy in all correspondences, as well. I did not have a NSF check, at any time but I was required to stop payment as I can not insure or be required to pay insurance for a property that I know longer own. I dealt concerning my issue with Steers and them contractors should not be a issue to the clients of steers. And is the reason Steers deals with the clients directly, and we the clients are to make the payments too. And I submitted emails to substantiate that fact. And three months payments rewind down to approx. $55.00 from over $400.00 in services charges, false NSF fees, etc are not the police holders responsibility and it is unacceptable. I did not sign on to have three company's falsely require payments out of my per paid deposits. My account per month was per paid up and I was paid up past Oct 2/2014 a number a of days after the sale. I owned no company anything and I want my full payment in holding return with interest, as I did not pay [redacted] I paid Steers!
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
Mr***, According to our records, the late fee and interest were waived for the charges from JanuaryHowever, there was a second quarter payment due in May that you did not pay on time, and the late fees you are referring to are for that late payment, not the fees from January ***
has looked through his records for past communications with you, both by phone and email, and only found one instance of communicationIn it, he clarified that the fees would be waived provided you paid those dues by May 31stHowever, you did not pay the second quarter dues, so you accumulated a new late fee. We take issue with the claim that communication with Wildwood is impossible, as we are always readily available by phoneHomeowners do not need to wait for a homeowner meeting to contact us If at any time you feel the need to contact us for any reason, please do not hesitate to call us at *** with any concerns Unfortunately, we cannot waive your late fee for your May payment unless you can provide evidence you paid it, otherwise you are still responsible for it Best Regards, Wildwood Management Group
Mr***, In your response, you conceded that you did not make the payment of $until May 24th. The second quarter due date, per your Homeowners’ Association’s governing documents, was April 1stAccording to our records, you made a payment of $on May 24th, a full twenty-four days after the final due date of April 30thThe late fees were generated as a result of the missed second quarter due date. That being said, we have decided to waive the late fees as a one-time courtesy to youPlease note that this waiver is strictly a one-time convenience and in the future any late payments will result in further late fees. We strongly encourage you to reach out to us to confirm when your payments are due and, if needed, work out a payment planWe hope that in the future you will make an attempt to contact us at *** *** with any concernsBest Regards, Wildwood Management Group
Initial Business Response /* (1000, 9, [redacted]/09/28)...
*/
[redacted]
As well, to the best of our knowledge, the [redacted] made no attempt to find any resolution to this issue with either our Branch Manager in[redacted] or our Home and Automobile Insurance Manager in [redacted]. We have always been willing and continue to be willing to work with the [redacted] to put such coverage in place immediately upon their request (subject to receiving the necessary payment and underwriting information). I suggest, if they have any interest in getting a quote, they contact [redacted], Manager - Personal Insurance in our [redacted] office at [redacted].
In specific response to the complaint, Steers Insurance Limited is an Insurance Broker and we sold insurance policies to the [redacted] on behalf of [redacted]. The [redacted] were paying the premiums on those policies directly to [redacted] by way of credit card. However, between the [redacted] and [redacted] renewals the [redacted] credit card information changed and they did not inform either Steers or [redacted] of that change. Steers received notification on [redacted] that the [redacted] policies were to be cancelled due to the invalid credit card information. We contacted [redacted] on the [redacted] for the updated information. At that time she was told that to avoid any cancellation of the policies we required the updated information no later than [redacted]. She indicated she would get the information from [redacted]. At the time, had the information been provided there would have been no cancellation and no gap in coverage.
However, the updated credit card information was not provided by the [redacted] (or at any time since) nor has any other attempt been made to pay the policy premium in any other manner. The insurer, [redacted] having received no updated payment information had no other option but to cancel the policies in force for non-payment of premium. All insurance companies would have taken the same action in that situation. In our opinion all necessary steps were taken to try and ensure there was no cancellation of the policies and no lapse in coverage.
As previously mentioned though, we are certainly willing to work with the [redacted] to put such coverage in place if that is something they want to explore.
[redacted]
Initial Consumer Rebuttal /* (3000, 11, [redacted]/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not accept this as a plausible response to the problem. We have contacted the steers office in[redacted] by phone and email numerous times to try to resolve this problem. We have the email string and phone log to attest to this. Still to this day we have not received a quote from them on renewing the policy which was supposed to be done days after we found out that our insurance policy had been cancelled. The last phone conversation that we were engaged in resulted in the agent basically telling us not to call back anymore because she would contact us once she received the updated quote because there were "new markets" and options available to us. We have long since insured all of our policies through another agency but still would like to have the flag removed from our files. Email string and supporting information can be provided upon request.
Final Consumer Response /* (4200, 17, [redacted]/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It appears that Steers is missing the point on this issue. We are no longer seeking a quote from them, we requested a quote back in [redacted] which after many follow up calls and emails was never provided. We were left with no choice but to source another insurance provider as our mortgage lenders were poising to cancel our loans while we waited for Steers to provide us a quote so that we could set up a new policy. In rebuttal to the prior information provided by Steers, the facts of the situation are:
(1) The credit card provided for original premium was never authorized for repeat transactions, written or otherwise.
(2) A bill, amounts owing or letter for upcoming policy renewal was never provided before charges were attempted to be applied to the credit card.
(3) A registered letter or notice of policy cancellation was never provided.
(4) At the time that contact was made with [redacted] regarding the policy the cancellation and flag had already been put on the account. This was around or about [redacted]. The flag had been applied to the account on or about [redacted].
(5)To further emphasize the above points listed, contact was never made to us by Steers, [redacted] or otherwise. The only contact was when [redacted] called the local steers office in[redacted] on [redacted] at which point the policy appears to have been cancelled and the flag already applied to the account. We find it hard to believe that contact could not have been made with us in a more timely and efficient manner as all throughout the construction phase of our new home Steers agents made regular visits to the property to check on progress, take pictures, etc. They were in regular contact at any point in time that they needed information or progress reports to the point of even coming to knock on the door of our home to talk to us. It seems that they have no trouble to make contact when it is convenient for their needs but find it significantly harder when it is not. Once again we are no longer seeking business dealings with Steers, the time for quotes and policy renewals has long past, if they could have gotten back to us 3 months ago we most certainly would have renewed a policy with them. Now we just want the "cancellation for non-payment" flag removed from our file.
Final Business Response /* (4000, 20, [redacted]/10/14) */
Steers Insurance Limited has no further resolution to offer the consumer.
The consumer seems to be under the impression that Steers cancelled the policy - that is not correct. [redacted], the consumer's insurance company, cancelled the policy and [redacted] created the "flag" indicating the consumer was cancelled for non-payment of premium.
The consumer was not paying Steers Insurance by credit card he was paying [redacted] directly. When we (Steers) were informed of the cancellation we contacted the consumer, and spoke directly to [redacted], to get updated payment information for the insurer. The information was not provided to us. Had the information been provided to Steers when we asked, the cancellation would have been rescinded. This was explained in the conversation with [redacted]. The consumer has still not addressed why the updated credit card information was not provided.
If the consumer wants to pursue this issue further we can only suggest that they contact the regional office of his Insurance Company, [redacted] in[redacted], at [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Initial Business Response /* (1000, 9, 2015/01/22) */
Steers takes great pride in the professionalism of our staff and the levels of service we provide to our clients. One of the components of that service is providing financing of insurance policy premiums for those clients who require such...
assistance. We contract a third party for such service and in this case the financing contract was with [redacted] - [redacted]. The client is required to sign a contract with [redacted] outlining the terms and conditions of the financing. The finance company initiates correspondence with the client about all aspects of such financing contracts, charges appropriate NSF charges should payments not be made or cheques not clear the bank and initiates actions to cancel policies if premiums are not paid under the terms of the contract. I believe this complaint may be better directed to [redacted] and not to Steers Insurance Limited.
Initial Consumer Rebuttal /* (3000, 11, 2015/01/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not believe I have to respond to [redacted] concerning my complaint or their policies. I was required to send my three months deposits directly to Steers. And that is the issue and it is whom Steers requirements to cancel the policy in all correspondences, as well. I did not have a NSF check, at any time but I was required to stop payment as I can not insure or be required to pay insurance for a property that I know longer own. I dealt concerning my issue with Steers and them contractors should not be a issue to the clients of steers. And is the reason Steers deals with the clients directly, and we the clients are to make the payments too. And I submitted emails to substantiate that fact. And three months payments rewind down to approx. $55.00 from over $400.00 in services charges, false NSF fees, etc are not the police holders responsibility and it is unacceptable. I did not sign on to have three company's falsely require payments out of my per paid deposits. My account per month was per paid up and I was paid up past Oct 2/2014 a number a of days after the sale. I owned no company anything and I want my full payment in holding return with interest, as I did not pay [redacted] I paid Steers!