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Business Profile

Insurance Companies

Legacy Insurance Services, Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Legacy Insurance Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Legacy Insurance Services, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 17 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/29/2025

      Type:Billing Issues
      Status:
      Answered
      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 have a 6 months insurance policy with this business, for $109.47 each month. I just called the customer service line regarding my scheduled payments of $109.47 each month being drafted as other various amounts more than that. The agent on the phone told me that even though I have auto draft set up and the payments were drafted successfully, (with the exception of one which I explain below), with no declines, that I am still responsible for paying a late fee. I signed up for auto draft payments, they drafted those payments, they posted to my bank account. It seems extremely predatory to offer a program for them to auto draft customers payments, and then charge them when it is late, when they are the ones controlling when the payment is drafted. This is extremely frustrating as I have been using their for insurance for over 2 years now, and I can't help but wonder how many hundreds of dollars extra in that time span that I have been charged these fees. I have dozens of bills set to auto pay and this has never happened, because it doesn't make any sense. Please see the following breakdown of this insurance policy cycle.- $132.21 on 02/05 - $124 on 03/11, there was one payment decline here on 03/07, this was due to me getting a new debit card and having to update it, I understand there is a $25 fee associated with the declined payment and this is my mistake.- $139.97 on 04/08

      Business Response

      Date: 04/30/2025

      Thank you contacting Trexis Insurance. Please refer your complaint regarding your insurance experience or concerns to your states Department of Insurance.

    • Initial Complaint

      Date:08/20/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      My insurance does not return my calls. They charged me for a vehicle that has been in an accident. I have called numerous times and if so get ahold of someone they transfer me to a survey for their company about customer service and I never got my problem resolved. EVERYTHING about them is confusing and when I ask specific details they never give me a clear direct answer! I not only havent gotten my insurance claim resolved BUT Im also getting charged monthly for a vehicle I no longer drive since it has been in a accident AND Im trying to get it removed and nothing. Its been over 3 months and still no response or resolution.

      Business Response

      Date: 08/29/2024

      I am unable to locate the policy with the information provided. Did the insured provide the policy number? 

       

       

       

      Business Response

      Date: 08/29/2024

      Thank you for sharing this feedback. We acknowledge your concerns and appreciate you bringing this to our attention. I apologize for any delay you experienced removing a vehicle from your policy. The vehicle has been removed per your request submitted 08/20/24 and the premium credited.

      Customer Answer

      Date: 08/31/2024

      Hello thanks for reaching out to me. My insurance claim number is CAZ-*******

      Business Response

      Date: 09/23/2024

      Thank you for sharing this feedback. We acknowledge your concerns and appreciate you bringing this to our attention. I apologize for any delay you experienced removing a vehicle from your policy. The vehicle has been removed per your request submitted 08/20/24 and the premium credit. Please contact your agent to make any additional changes to your policy. 

    • Initial Complaint

      Date:09/26/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 am duplicating the language used in a previous complaint filed with this insurance company.The same scenario just happened to me too. I had to pay for a rental car for ******************************************* the end they only reimbursed me for 15 days. I was completely manipulated by this company. A total rip off and predatory actions by this company. When I called to discuss with them them. The manager (*****) started laughing at me. I was involved in an accident in which the insured party who was insured through Legacy insurance services **** hit me and was 100% at fault. After going through a very stressful time with getting my vehicle fixed i am being told by the insurance company at fault that they will only cover a portion of the duration of the rental vehicle for the timeframe my vehicle was actively in the shop . They state its due to an excess amount of time the car was in the shop. As if I can control that. Very unprofessional in the manner they are handling what should be their responsibility of liability for the accident in which I was the victim and their insured party is at fault.

    • Initial Complaint

      Date:09/12/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Scam insurance company. Their driver hit my car in April 2023. Todays date is 9/12/23. they have never answered the phones for me or my insurance company in an attempt to repair the damage to my car caused by their insured driver.

    • Initial Complaint

      Date:07/19/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 involved in an accident in which the insured party who was insured through Legacy insurance services **** hit me and was 100% at fault. After going through a very stressful time with getting my vehicle fixed i am being told by the insurance company at fault that they will only cover a portion of the duration of the rental vehicle for the timeframe my vehicle was actively in the shop . They state its due to an excess amount of time the car was in the shop. As if I can control that. Very unprofessional in the manner they are handling what should be their responsibility of liability for the accident in which I was the victim and their insured party is at fault.

    • Initial Complaint

      Date:07/03/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      This is a car insurance company, Ive been trying to get ahold of someone to talk to about a claim I have filed through them and they are unresponsive. Ive called everyday to get an update but it goes to a personal voicemail and says theyre closed everyday. Ive read multiple ****** reviews on this insurance and people are calling them a complete scam dealing with the same issues.

    • Initial Complaint

      Date:06/25/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Accident with insured policy holder with Legacy insurance services June 12,2023 filed claim same day representative advised will receive call from processor within 24/48hrs. No call within 2 days. That following Thursday I called to follow up stayed on the automated hold for 10 minutes then transferred to a VIP voicemail which advises you will receive a call back. I have been doing this now every other day and still no response as of today June 25 2023 from anyone at Legacy. Yet here I am without a vehicle and not knowing how long it will even be since absolutely no one is available on the claim customer service # ************. This needs to be remedied as soon as possible.

    • Initial Complaint

      Date:06/20/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Claim #Caz0267885 date of accident was 1/29/2023. I have been trying to work with this company as my car was side swiped by their insured. I understood in the beginning that we needed to wait until the other party responded to the claim in order for repairs to get started. I received the go from legacy insurance on 3/3/2023 to start repairs on my vehicle and an estimate was provided to me. Since then it has been a nightmare getting a hold of anyone at legacy. The original adjuster never responds to my voicemails or emails. Legacy keeps giving the auto shop the run around when it comes to payment/supplements. On 6/8/2023 I received a phone call from another adjuster at legacy asking me for proof/pictures of the accident that were provided to them several months ago. I resent all the pictures and police reports and have yet to hear back from anyone there. Ive called several times and no response. I keep on having to adjust the car rental return dates and the bill for that just keeps increasing. Such an unprofessional company that lacks customer service. I just want to be able to pick up my car and have nothing to do with this company again!

    • Initial Complaint

      Date:06/13/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 have been attempting to reach someone at Legacy Insurance in regards to my claim. I was involved in a rear end accident on 5/18 by one of your insured and have been trying to get the repair handled for weeks, but have not been able to get through to anyone. On the one occasion I was able to connect, I've been met with extreme verbal resistance to a resolution. There is a police report provided to both Legacy, and attached to this BBB claim, stating that the Legacy insured driver is at fault and they received a traffic ticket for such. There is nothing left to investigate, and certainly not anything that should necessitate weeks of non-answers from this company. The supervisor I did finally speak with, *****, implied that the fault for non-answers fell onto me for "not trying hard enough to contact them". This is absurd. I have been trying daily for weeks to contact your team, and just as in the plethora of similar negative reviews, no one answers the phones; he then proceeded to hang up on me.Dragging the process out until people move on through their own insurance is fraudulent business practice.Based on the scale of similar experiences to mine that I see shared online, this company should no longer be operational, but unfortunately their driver struck my car. I will be seeking a resolution at any cost and I hope that the BBB is able to help me, and to inform others, to stay far away from Legacy Insurance.

    • Initial Complaint

      Date:06/08/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      This company doesnt return calls, every number leads to either a hang up or voicemail that never gets returned. Hours and hours spent on the phone. Multiple people attempting to make contact on my behalf and no one is receiving any help. Claim filed online, claim number is bogus. *** contacted several brokers that sell this insurance and not one can provide a number that reaches a human. I believe this company which goes by Legacy Insurance and Trexis are fraudulent.

    Legacy Insurance Services, Inc. is NOT a BBB Accredited Business.

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