Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:23/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I mailed Apollo CEO **** ****** per May 8, 2025 letter to reduce the May 23, 2025 second insurance payment to $11.00 per the Tenant Insurance for $11.00 only promotional and to debit the difference of $23.78 equaling a $12.78 credit to my (closed mid June) *** checking account. Please refer to the letter. Following the mailing per the *** Account Statement ********************************************* ignored my letter request and 'double' debited my *** checking account $15.00 and $23.78 on May 29, 2025. This is fraud. I request a full May 29, 2025 $38.78 refund by certified check mailed to my residence: ********************************************************************************************. The $11 only promotional was "bait-and-switch." **** ****** failed to respond with a favorable and reasonable reply by mail, email or a phone call. I was mislead. Please investigate. Kindly email a reply following your BBB Review and thank you for your valuable time *** or Madam.

  Business Response

  Date: 24/06/2025

  Thank you for reaching out. We understand your concerns and appreciate the opportunity to assist you.

  Please note that APOLLO serves thousands of customers through our secure service channels, which are designed to protect your personal information. For privacy and security reasons, we are unable to process customer service requests via ********. You can submit service requests or inquiries directly through our contact page at *************************************************************************, which is the appropriate and secure channel for support.
  We have passed the details of your concern to our service team, who will reach out to you by email shortly to provide options regarding the cancellation and/or voiding of your policy, as well as next steps regarding your refund request.
  

  Thank you for bringing this to our attention. We are committed to resolving your concerns through the proper channels.
  

  Warm regards,
  

  ***** **********
  CUO
  APOLLO Insurance

  Customer Answer

  Date: 02/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* *****

  Customer Answer

  Date: 14/07/2025

   
  Complaint: 23503555
  
  I am rejecting this response because:

   

  Please see attached documents.
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 15/07/2025

  Thank you for the feedback.
  

  We understand the complainant's concern regarding the time it took for the payment to arrive. It's important to note that we responded promptly and completed all necessary actions on our end immediately upon receiving the required information. The processing time you experiencedtypically 7 to 10 business daysis standard and was acknowledged during our earlier communications. (see attached)
  

  While we strive to make every part of the process as efficient as possible, the timeframe for funds to be released and processed falls outside of our control. We met all requirements and timelines within our responsibility, and we appreciate your understanding of the limitations once the payment leaves our system.
  We hope this clarifies our role in the process, and we remain committed to supporting you as best we can.
  Best regards,
  

  ***** **********
  CUO

  APOLLO INSURANCE SOLUTIONS

• Initial Complaint

  Date:29/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a tenant insurance with appollo insurance. I did not have sufficient funds in my account to pay for the policy so appollo canceled the policy as of July 21 I got a letter from appollo on July 25 stating the cancelation and I have until the 22 to pay to reverse the cancellation. I had been calling then with no luck of getting anyone to speak to . When I got the letter on July 25 I tried again finally I got someone I asked them to take the policy amount $***** and reinstate the policy they said no it was canceled so I need to start a new one with a rate of ***** I asked if I could think about it and get back to them. Then I look into my account Saturday July 26 and see Apollo took ***** from my account. I just spoke to them via chat and they said it was a cancelation fee . Which they said I was told about thats a lie . No one told me I would have to pay any cancellation fee . What if I never called and told them to take the ***** and I had just left the policy as is. I feel cheated and robed with no explanation . I agreed to pay ***** and nothing more . I just want my money back

  Business Response

  Date: 29/07/2024

  Thank you for reaching out to us regarding the recent cancellation of your tenant insurance policy. We understand your concerns and apologize for any inconvenience this situation has caused.
  

  As per the terms of the premium financing and insurance contract agreement, your policy was canceled on July 21 due to insufficient funds in your account to cover the premium amount. The letter you received on July 25 provided information on the cancellation. We regret any frustration you experienced in trying to contact us during this period. Upon reviewing your account, we understand that you attempted to reinstate the policy by paying the original amount of $24.08. Unfortunately, due to the cancellation, a new policy with a different rate was required. We apologize if this and the cancellation fee was not clearly communicated to you.

  We value your business and would like to resolve this issue to your satisfaction. If you are still interested in continuing your insurance coverage with us, we would be happy to assist you in setting up a new policy and can consider waiving any cancellation fees to do so. Our customer service team will reach out to further assist you and address any remaining concerns.

  We aim to provide a satisfactory resolution and appreciate your patience.
  

  Thank you for bringing this matter to our attention.

  Customer Answer

  Date: 29/07/2024

   
  Complaint: 22059130
  
  I am rejecting this response because:
  The letter stated I have until the 22 knowing fully well the letter may not get to me in time . Then I called  to pay the ***** and without explaining any ringing to me  Apollo took more from my account . I wanted the policy reinstated they say not possible, by July 25 the policy would be a new one at a new rate ***** up from ***** . When I got the insurance the website said $11 and it still says $11 policy yet my policy went up after 1 year. I started at $17 then up to $***** by the 21 July Apollo canceled my policy saying I cant get it back it will now be ***** thats an increase of 2.09 in less than a week. I feel cheated and robbed . 
  Sincerely,
  
  Naudean ***********

  Business Response

  Date: 30/07/2024

  Thank you for your response. We understand your concerns and apologize for any inconvenience you have experienced.

  We have taken note of your detailed feedback regarding the policy changes and the issues you've encountered. We assure you that a colleague will reach out to you shortly to discuss this matter further and find a suitable resolution.
  Your satisfaction is important to us, and we are committed to addressing your concerns promptly.
  

  Thank you for your patience and understanding.

  Sincerely,

  *******************************

  CUO

  *************************************

  Customer Answer

  Date: 30/07/2024

   
  Complaint: 22059130
  
  I am rejecting this response because:
  Someone did reach out but I am not satisfied 
  Sincerely,
  
  Naudean ***********

• Initial Complaint

  Date:20/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was illegally signed up for a insurance policy-- without my knowledge or consent.. I never received a phone call or letter or approved this contract being made in my name.They sent me an email, which I did not have access to, with my policy information, even though I never spoke with them or consented to their services. (I already have a policy for the same thing with another company.)They sent me a robocall with their phone number when I tried getting contact information for a lawyer, but the number didn't work.Found their number online and called them, but their system would tell me I'm waiting for an agent-- then it would tell me "invalid selection" and would kick me back out to the main menu.They did not get my consent for their contract with me.

  Business Response

  Date: 22/12/2023

  Please see attached fully response and supporting documentation.

  In summary, APOLLO works closely with landlords across ****** to ensure that the tenants living within their buildings are fully protected from a variety of different risks that are commonplace in multi-unit residential buildings.  An vital part of this protection is to ensure all tenants are fully insured so in the event of fire, water damage, vandalism etc., no one is left without the funds to replace personal contents or find alternative accommodations.

  ******************** stated that she already has insurance and we commend her for taking the right steps to being a responsible tenant.  We can help her resolve the issue but it does require the verification process as stated by her landlord.

  If ******************** requires further assistance with this process, I'm happy to personally get her in contact with an individual that can provide further guidance.

  Sincerely,

  ******************************* **** ***

  ************************************* 

  **************