ComplaintsforLiberty Mutual Group

• Initial Complaint

  07/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date of transaction: 7/26/2024 What they claim I owe: $66.77 Renters Insurance They claim I owe them $66.77 for insurance that I cancelled several months before: I rented a house at ***************************************************************************. I took out a renter's policy during the rental period which ended at the end of April 2024. I cancelled the policy around that time because I didn't need it anymore. The insurance company continued to bill me even though I cancelled and haven't lived in that house since the end of April. They have threatened to send some "balance" to collections. I want to be very clear, I cancelled this policy and haven't lived in that rental since April even though they claim to bill me after that date. T There contact information is:Liberty Mutual ***********************************, 1-?866-?500-?8377 The policy is H41-251-865987-75 I can provide proof that I haven't lived in that home since April including the rental agreement.

  

  Business response

  08/06/2024

  We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on August 6, 2024, by email.

  Sincerely, 
  The ******************** Team, Liberty Mutual Group

• Initial Complaint

  07/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On June 23rd my grandmother, *******************, received a letter from her homeowners insurance company stating her policy would be canceled effective 7/28/24. My grandmother, 88, and father, 67, received this letter that I have attached for reference. When I moved to town on 7/20/24 my father gave me this letter. No where does it mention a resolution, or option to stay insured. On 7/26/24 I called Safeco to discuss. I was told that the letter was sent a month in advance to make any repairs to stay insured. The letter however, does not state this. I asked for a date extension to make the necessary repairs and was told this was not possible. My complaint is that for 40 years, my grandmother has been paying into this policy. To be canceled with no offer for resolve, and to deem her home unfit for replacement value (cash value now deemed fit), is immoral, and in bad faith. The outcome I seek is to have the cancelation date of 7/28/24 revoked, and updated to 9/28/24. This will allow the repairs needed to be made, making the house worthy of adequate insurance. We do not wish to receive any payment, or even an apology. Only an acknowledgement of bad faith practice and the hope that no one else will have to be on the receiving end of such immoral action.

  

  Business response

  08/02/2024

  We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on August 2, 2024, by mail.
  Sincerely, 
  The ******************** Team, Liberty Mutual Group

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** said they would not renew our home owners insurance policy because of serious deferred maintenance plus indications of some mold and algae that was not removed by the cleaning process. We just bought this house last year and have made MANY improvements to the property. Our tile roof was cleaned per Safecos request. Our roof is immaculate, so much so, that even the guys installing our solar panels stated that it was one of the cleanest roofs theyve seen. Not only is the property maintenance of the previous owners being held against us, but they are saying our roof is not clean enough. This has been a serious inconvenience. Id like them to retract their non-renewal notice. Some insurance companies wont even quote me because of Safecos non-renewal notice. A complaint was also filed with the department of insurance.

  

  Business response

  07/29/2024

  We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on July 29, 2024, by email.
  
  Sincerely,
  The Presidential Service Team
  Liberty Mutual Group

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 8, 2024 I hit a dead deer. I files a claim with Liberty Mutual (LM). It was agreed that they would repair my car at a company called ************* (MM), I have a ********* They made a bid of $1300.00 to that shop. I contacted MM to see how repairs were going, and found my car was moved to Caliber Collision (CC). I was then notified by CC and LM that my car has been totalled. After speaking to CC it was revealed that was a mistake. I paid to have my car towed back to MM as they agreed to do the work initially, but LM underbid on labor. It seems to me that LM has cutoff contact and will not respond to my questions regarding paying the original $1300 to MM to offset my out of pocket costs. In the state of NV insurance companies.are required to pay for repairs at any shop that I choose. All repairs that have been done as.a.rwsult of this, are being paid for out of pocket. Honestly I would prefer that LM pay all the repairs, however, as a compromise I as that the original bid be immediately sent to ************* to offset the cost of repairs

  

  Business response

  07/29/2024

  We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry. A detailed response has been communicated directly to the
  consumer on July 29, 2024, by email.
  
  Sincerely, 
  The ******************** Team, Liberty Mutual Group 
  
  

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 3/12/2024 a customer damaged our car wash equipment in *******, on 3/20/2024 their insurance company (Safeco/Liberty Mutual) accepted liability, on 5/15/2024 I submitted final invoices for the damage cost totaling $12,058.69. They sent us a check for $6,291.47 that covered all costs except lost revenue. I have been going back and forth with an insurance adjuster for two months to get the remaining $5,767.16. The last communication I had with him was 7/9/2024 in which he told me he was still waiting on a third party to review the amount and he would give me an update later that week. I never heard from him. I called him and emailed him on 7/25/2024 and have had no reply. I have sent him several emails in the past and get no reply, it takes multiple attempts of calling to get in touch with him. They insurance company accepted liability and has a legal responsibility to pay and close the claim in a timely manner, two months is not timely.

  

  Business response

  07/29/2024

  We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry.  We have provided an acknowledgement to the customer on July 29, 2024, via email.  We are still investigating the concerns and require additional time to address the concerns fully.  We will provide a fully detailed response upon completing the investigation. 
  
  Sincerely, 
  The ******************** Team, Liberty Mutual Group
  
  

  Customer response

  07/29/2024

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had contaminants getting my fuel tank and noticed an issue started with my truck. I took it to the local dealership ***************************, Chevrolet. They had diagnosed my vehicle with contaminants in the fuel and needed a few parts. Not sure of what parts they told me it would be about $7500. I wanted a second opinion so I took it to another dealership in ******, Kentucky Legacy Chevrolet please note that the truck was not driven to the next location, it was picked up by flatbed tow truck from one dealership and tow to the next dealership it was not driven nor ran. I did, however, have to pay to get the truck out of the first shop to take it to the next shop. Legacy Chevrolet in ****** Kentucky also came to the same conclusion that it needed all new parts for the fuel which still added up to $7500 liberty mutual is trying to deny the claim over a technicality. Saying that it is not covered because I had work done to the truck prior to asking them to look at the truck first they are saying that they have already done the work to the truck, Which they have not. I did, however, have to pay to drop the fuel tank and have the fuel tank cleaned and serviced which I paid that but the truck was not driven or ran after that. It was still the same problem with the same issue that I wanted a second opinion dealership. Because I wanted a second opinion, theyre trying to deny the claim. Also, they do cover the entire claim that I had made, but they are just trying to deny it over a technicality.

  

  Business response

  07/31/2024

  We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on July 31, 2024 by email.
  Sincerely,
  The ******************** Team, Liberty Mutual Group

• Initial Complaint

  07/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Wrong information submitted to ***** Nexis for an auto accident. I have been trying to resolve this issue for 4 months now. Countless contacts with Liberty Mutual Insurance and 2 disputes to ***** Nexis. Nobody is taking action to correct this problem. Also just filed a complaint to the Attorney general's office.

  

  Business response

  07/29/2024

  We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry. A detailed response will be communicated directly to the consumer by email.

• Initial Complaint

  07/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Im being ignored by my insurance adjuster, they failed to renew my rental after they told me it was all taken care of multiple times only for me to be charged hundreds of dollars, now when Im asking for my depreciation check they refuse to answer

  

  Business response

  08/01/2024

  We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on 8/1/24 by email. 
  

  Sincerely,
  

  The ******************** Team, Liberty Mutual Group

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have held an auto and renter's insurance policy with Liberty Mutual Insurance since 2021. The insurance company offers a bundling discount for customers that have both an auto and renters policy. I have consistently paid my bill through autopay, but noticed that my bill was increasingly more and more expensive. I called in 2023 to inquire how I could lower my bill and was told by a call center agent that my auto and renters insurance was not accurately bundled and that I would be eligible to receive back-dated refund for the two years that my policies had not been bundled. The agent explained that I would receive a refund check for the policies that had been paid in full and any savings for the current year would be applied as a credit. Since this explanation I have called to follow up on the case 3 other times and each time have spent at least an hour waiting for the agent to follow the audit trail to understand the status, escalate to the billing department. After requesting the refund to be sent to me via check they were still processed as credits. Liberty mutual has very confusing billing practices and limited transparency in how changes to policies are reflected for billing. The customer app is significantly flawed as a I cannot access the billing statement for each cycle, but instead a running list of transactions that don't include any context for the transactions. As a result, I have been overpaying for auto and renter's insurance coverage and the issue was not appropriately remediated by the company. I likely am not the only person affected by the poor billing process of this company and it has taken months to seek any clarity on the status of the refund and explanations for constant increases in my monthly payment. I was also told several times that a representative would reach out to follow up to let me know the outcome of the escalation, but I was never contacted and consistently had to initiate follow-up. I would appreciate help investigating this.

  

  Business response

  07/30/2024

  We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on July 30, 2024, by email.
  Sincerely,
  The ******************** Team
  Liberty Mutual Group

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Liberty Mutual has not given me access to my account online and has not mailed any monthly bills to me in several months but continues to debit my account for monthly charges. I have called and been advised they will review for access later but it is never reviewed and they have not sent me any monthly bills either.

  

  Business response

  07/30/2024

  We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. We are currently working with the customer to resolve their concern directly.
  Sincerely,The ******************** Team, Liberty Mutual Group

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩