BBB Accredited Business since
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This company offers insurance agent software for work flow automation.
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A BBB Accredited Business since
BBB has determined that Vertafore Inc meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Vertafore Inc include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 8 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||4|
|Total Closed Complaints||8|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Type of Entity
Business ManagementMs. Lynda McDougall, Executive Assistant Mr. Jeff Groh, CFO
Computers Hardware, Software & Services
Alternate Business NamesA M S Services Amsworld.com
11724 NE 195th St
Bothell, WA 98011 (800) 243-6204 (800) 444-4813 Directions
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BBB Complaint Process
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Additional Phone Numbers
- (800) 243-6204(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Problems with Product/Service
Read Complaint Details
Complaint: Vertafore took over a company we were doing business with. The company we were doing business with provided our insurance agency management system. Vertafore announced an update recently and provided a software upgrade. Since that time our system has been rendered useless. We have continued to get billed by vertafore, but have NOT been able to operate as before. We have lost a ton of hours at work, lost productivity, fallen behind on schedules, can't work on new or existing business effectively, etc. Vertafores response and answer: "Do you want a sales guy to call you about buying a new system" Are you kidding me????? a software that we working PERFECTLY for 12 years, until VERTAFORE decided they wanted to provide a patch or upgrade. Now lets really think about this, if they provide a patch that can't be reversed, don't tell anyone that it can't be, then render EVERYONES systems inoperable, then have a sales guy sell a new system. Nice pattern if you are VERTAFORE and your sole intent was to make new clients out of all the clients you purchased from the last vender we were doing business with. They are a scam and should be brought up on federal charges for such. DO NOT DO BUSINESS with this company. ****** ****** applies in total. My problem was I was acquired.
Desired Settlement: I want my money refunded for all charges I have incurred for "customer support" as they have provided NONE. They simply rendered a perfectly good system inoperable. I want money for my lost time and downtime. I want this business shut down for illegal and unethical behavior.
Business Response: Initial Business Response */ ******* ******** contacted our support team on 7/9/2014 to report that his InStar application was running very slowly when a second user logged into the system. As we understand it, Mr. ******** is running our application on a Mac with PC-emulating software, which is not a supported configuration. We have offered Mr. ******** a credit equal to his monthly recurring costs for InStar from July to October. Vertafore has a planned release in October that may or may not address Mr. ********'s issues (he is the only known customer of Vertafore running this configuration). In the event the subsequent release does not alleviate Mr. ********'s problem, Vertafore will release him from his contractual obligations. A sales manager called him August 25th and has not heard back from him to date. Vertafore regrets the experience Mr. ******** has had in the last few months. We hope that he will accept the credit and remain with us on InStar or another of our management systems. Yours sincerely, ***** ******
The response provided by Verftafore, specifically ***** ******* is a FLAT OUT LIE. There is no other way to phrase it.
Business Response: On 12/11/2014 the customer's account was cancelled with an effective date of 11/30/2014 and Vertafore suspended all billing activities. At this point, we consider this issue closed.
(The consumer indicated he/she DID NOT accept the response from the business.)
Unable to reach a final agreement with Mr. ********, I contacted the BBB for a final judgment on 1/26/2015 and have not heard back as of yet. Please have our case manager review the complaint and reach out to me via ***** ********* with a judgment.
Problems with Product/Service
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Complaint: *** ************, who is our account representative was contacted 6/26/14 in regards to cancelling our AMS360 service and migrating the data to another Client Management System. *** was fully aware of our desire to cancel the service as he verbally confirmed multiple times. He said he needed to send us a Docusign document in order to process the cancellation and the migration. We signed and returned and then had several more calls with *** who verified he received everything he need to process the cancellation and the migration. He explained the 60 day cancellation notice requirement and verified again that our last billing would be for August. We should not have had any billings after August. In September we received another bill and I called *** to ask him to correct this billing error. He confirmed that it was an error and wasn't sure why we had been billed again and said he would have the refund processed. After many more calls in which he would verify again that the refund is coming and that we would not be billed again we were never refunded and continued to be billed for October. I again called *** and generally would get a voice mail at this point and no call back. I began insisting to stay on hold sometimes for very long amounts of time and each time *** would come back eventually and say that he had to call me back as his boss was busy or out of the office. There was never a call back and we have been billed now since September incorrectly. *** eventually was able to get approval from his manager to correct the billing error and verified the error was on their end again. I signed the document he sent me with the retroactive billing date and said we would be refunded from September 2014- February 2015. The management approved docuement was sent to ****** ************ in billing who also in writing agreed to the refund for Sep 14-Feb 15 and said it would be processed shortly. I emailed her several times checking on the status of this refund and after several weeks she came back and said there would be no refund and that if there was management would have to approve it. At this point I have written emails and recorded calls from two employees of this company, 1 as the rep and 1 from billing verifying the refund amount and stating that it would be credited to us and 1 manager that has approved the refund. I have spent countless hours on the phone and through email trying to get a resolution to this issue.
Desired Settlement: Immediate stoppage of any future billing and a refund of $3,725.56. This number was given to me by ****** ************ as the amount that would be refunded and the amount that management has already approved in writing.
I have reviewed this case and consulted internally. It seems Mr. ********** request was caught up in an internal misunderstanding that has been addressed. We have obtained the proper approvals and will be mailing Mr. ******** a check in the amount of $3725.56. Considering the upcoming holiday and our accounting deadlines, We expect to be mailing that check no later than 2/27/2015.
|11/10/2014||Problems with Product/Service|
Read Complaint Details
Complaint: High pressure sale, told me that I could cancel anytime(have in writing). Have tried for 3 months to cancel and they just keep billing me. Have spoke to 5 or 6 people who tell me they will get back to me. someone else calls and tries to tell me I signed a contract. Yes that is true but that there is nothing in the contract that says I can't cancel or I will owe you money. They refuse to cancel this service and they keep billing me.
Desired Settlement: I want them to cancel the service flat. I made the request to cancel one week after starting training. Requested cancel 2/24/2014 and since we only began the process and there was no company downloads or customer downloads that ever took place as well as training only began and more than 2/3 of it not completed, that they cancel the service flat without anything due. They keep citing I signed a contract that entitles them to collect for services even though those services have not been accepted due to my request to cancel because the product is not right for me. They refuse to cancel and every month bill me for another month. Now I am being told I am over 60 days outstanding and I can see where this is going. They refuse to cancel and to continue billing me. I have the original sales rep email that tells me I can cancel anytime. Contract says either they or I can cancel and there is no stipulation about any early cancellation.
Business Response: Initial Business Response /* (1000, 19, 2014/07/15) */ Based on emails provided by our very important customer, it appears a former employee provided inaccurate information regarding our cancellation policy. Based on this information we are willing to let the customer out of their contract moving forward. Per the contract we have a 60 day cancellation but we are willing to waive this considering the circumstances. Cancellation will be effective the date of the original cancellation request and all fees charged after this date will be refunded or credited remove outstanding balance. We will also contact the customer to articulate the resolution, and obviously will take measures to ensure that our Sales staff clearly articulate T's & C's properly to our customers in order to avoid unpleasant experiences with Vertafore. Initial Consumer Rebuttal /* (2000, 21, 2014/07/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I except their resolution providing that their is no further financial obligation on my part. My only concern is the language that states they will waive all fees as of the cancellation date.
Read Complaint Details
Complaint: I am writing this email to you and need your help. I started a small business in insurance here in Palm Beach county FL last year after finding myself out of a job and even finding it harder to gain another employment. I have a lot of expenses including daycare for my son I am a single father of an active 5 year old and living expenses to say the least, I was able to scrape together the little savings I had after my 10 years of employment ended to rent an executive office suite, purchase office supplies and business tax receipt and upon doing this I started my business. One year later barely making enough to pay my business and personal expense I was looking at possible hiring someone or have a management system that can help me with time management and servicing my clients and running the business. I found a company on the internet Vertafore headquartered in Washington that claimed to provide that type of service that would help me manage the insurance agency, I contacted them and spoke to a man named ******* ***** in the sales department that assured me they would be able to provide the service I needed which would be able to have all my insurance companies I am appointed to work for within one system that I would be able to seamlessly access and help my customers with their insurance needs as a Florida licensed insurance agent . They told me how much it would cost which is $240 a month then they sent me out a contract that I had to sign the same day and get it back to them immediately to secure this great deal I was told from my salesman which was lower than their regular price. When attempting to sign the document the site was experiencing technical difficulties that the sales guy had to send it back to me repeatedly. I finally got the electronic document and signed the document and they called me and told me they received it the problem no arise where I had no time to read all the information, 1. The supposed software does not put all my insurance carriers together in one system as assured by ******* 2. The amount of $240 is no longer the case it is now $240 + $100+$219 =$559 (which in no way I can afford monthly) I called into Vertafore billing department and talk with an agent ********** ****** and her supervisor ********* ******** ask them to please cancel the contract for the above reason they then told me they cannot cancel I would need to speak with my sales rep ******* and after many attempts to get a hold of my sales rep and leaving messages I finally got a hold of him and was told the same thing that I cannot cancel because it's a one year agreement he also went as far as telling me repeatedly this contract is like a car lease and cannot be broken. This company has my checking account information and continues to charge me for the service I am not using.
Desired Settlement: BBB can you please help me get my money back and cancel this agreement I will even settle for just a flat out cancel as I tried reaching to their director of sales who had me speak to a sales manager who said they may consider canceling however they will charge me $3,000. This is unfair and they will not listen to me can you please help?
Business Response: Initial Business Response /* (1000, 11, 2013/09/06) */ This request is under further evaluation, we will provide more details soon. Thanks Final Consumer Response /* (2000, 13, 2013/09/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Read Complaint Details
Complaint: I have signed a contract for the Vertafore PL Rating solution for my insurance Agency. I have been working since the signing of the contract to get the system to work properly. The firm is arguing that the linked "terms" have content (not in the contract itself) about the issue. Solutions at quote is not working but was the largest selling feature. Also, I have been led to believe that this functionality is called "MSB" for months which is an add on for homeowners quotes. PL Rating does not support our carriers for homeowners! Why would I need that? However, no one has corrected me since the first of June 2013 as I try to get the issue resolved. I have been sent to another firm ***** ***** and my own carriers to get the solution to work. This is crazy! No support! Not good support! And, sales people who lie! If it was a mistake they have had 3 months to help explain and correct. Nothing! I need assistance to get resolution as this continues to be emails with no resolution to the sales person. No one in leadership will call me back.
Desired Settlement: I want to be allowed to cancel the contract with no penalty at any time as soon as we can replace the rating solution, hopefully in just a few months. I would also like the MSB refunded as it was never used by my team. It was incorrectly explained via the support confusion that MSB equates to "solutions at quote" and was never corrected. I cannot look for another solution until we have a commitment to release with no penalty from this contract.
Business Response: Initial Business Response /* (1000, 5, 2013/09/05) */ This complaint has been resolved with the customer per their request Final Consumer Response /* (2000, 7, 2013/09/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) The firm agreed to allow us to be out of the contract, which was the desired result. The MSB was not refunded by at this point it is fine. I will not work with this firm again. I will not recommend them as well.
|6/3/2013||Problems with Product/Service|