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:12/12/2025

  Type:Product 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 insurance with this company until today. They took a payment out of my REMOVEDaccount without me authorizing them to do so. I used my REMOVEDaccount as payment when I got the insurance and at no time did I say they could just take my monthly payments out So after messaging an AI that they use online for 45 minutes I finally got to speak to a representative. She kept apologizing and said the only way I could get that money back would be to cancel my policy. I had put the money in my REMOVEDso that I could get Christmas gifts for my kids. So then the representative said it would take 5-7 business days to get my money back. I then asked to speak to a manager and she said I could but it would take 2 to 3 day for someone to contact me. If that isnt customer service then then there aint none. I am seeking for the money to be put back in my account in a timely manner. Thats why I contacted you. Id like to have that money no more then 3 days from now. Thank you

  

  Business Response

  Date: 12/29/2025

  Hi REMOVED, 
  
  Thank you for taking the time to leave us a review. Please know that at the time of purchase, it is stated and agreed upon in our terms and conditions that all payments will be auto-drafted with the form of payment used at the time of purchase. We apologize for the confusion and we understand your frustration in regards to finances. As our team was able to properly explain, we unfortunately could not issue an immediate refund as it takes 5-7 business days for it to appear in your account. We hope that this helped clear any misunderstanding there may have been. If you have any further questions, comments, or concerns, please feel free to email us at REMOVEDor give us a call at REMOVED. We have live agents available Monday-Friday, 8 AM - 5PM CST. We are happy to help in any way we can! 
  
  Sincerely, 
  The NEXT Team
  
  

• Initial Complaint

  Date:12/12/2025

  Type:Product 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 canceled my policy on 12/02/25, and brought my bank account balance back to zero from negative. Then Next began requesting an unexpected service fee from my bank account, and is repeatedly requesting the service fee which is adding $36 return fee and another $36 overdraft fee with each request of the insufficient funds. Neither business can help me by stopping these payments. The bank nor Next.

  

  Business Response

  Date: 12/29/2025

  Hi REMOVED, 
  
  Thank you for taking the time to leave us a review. We looked into this matter for you and can confirm your policy is canceled as of 12/02/2025. However, as stated in our terms and conditions, and agreed upon at the time of purchase, the policyholder is subject to all fees and lapsed payments, if any. We apologize for the inconvenience. If you have any questions, please feel free to send us an email at REMOVEDor give us a call at REMOVED. Our hours of operation are Monday - Friday, 8AM - 5PM CST. We'd be happy to answer any questions you may have!  
  
  Sincerely, 
  The NEXT Team 
  
  

• Initial Complaint

  Date:12/06/2025

  Type:Order Issues
  Status:

  ResolvedMore 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.

  To Whom It May Concern,I am filing a formal complaint against NEXT Insurance for mishandling my liability claim and failing to uphold its contractual obligations under Missouri law and the terms of my Commercial General Liability Policy. The insurer engaged in unauthorized settlement activity, failed to conduct a thorough investigation, did not communicate adequately, and acted contrary to my interests. These actions constitute bad faith and can cause emotional, financial, and reputational harm to me and my business, LocdByRoero.I request a formal investigation into NEXT Insurances conduct and their violation of obligations owed to me as the insured Summary of Policy Violations (With Citations)1. Unauthorized Settlement Activity Settlement activity was initiated without my knowledge or consent. My policy explicitly requires my signature for any settlement.An agreed settlement means a settlement and release of liability signed by us, the insured, and the claimant.2. Failure to Communicate Important updates, legal notices, and strategy decisions were not communicated to me. This violates the policys requirement for coordination and notice.Requirement to exchange notices, summonses, and cooperate with defense.3. Failure to Investigate The insurer did not conduct a complete investigation despite strong evidence of claimant fraud.We may investigate any claim or suit4. Conflict of Interest Defense actions favored minimizing insurer expense rather than protecting my innocence and interests.Policy forbids conflicts between insurer and insured interests.5. Breach of Duty to Defend The insurer did not adequately defend my case, nor utilize key evidence I REMOVEDinsurance was aware the claim was fraudulent.REMOVEDacknowledges receiving evidence but continues toward settlement negotiations.REMOVEDincreased his demands*3. REMOVEDSettlement amounts escalated without basis.REMOVEDDanion demanded $10,000 NEXT Insurance offered $3,000

  

  Business Response

  Date: 12/12/2025

  Hi Aurora, 
  
  Thank you for taking the time to leave us a review. Your comment concerns us and we looked into this matter for you. Please know our claims are handled on a claim-by-claim basis and subject to policy terms and conditions. Unfortunately, we cannot publicly disclose any information regarding your claim. However, we can confirm that your claim is currently open and under review. If you have any questions regarding your claim, please reach out to your claim's advocate, Danion, at REMOVEDFor any further questions or concerns, please feel free to send our team an email at REMOVEDor give us a call at REMOVED. Our hours of operation are Monday - Friday, 8AM - 5PM CST. We'd be happy to answer any questions you may have!  
  
  Sincerely, 
  The NEXT Team 

  Customer Answer

  Date: 12/13/2025

   
  Better Business Bureau:

  although this case is open I just want to make people aware that the person named REMOVEDknown as the plaintiff in the case is making high demands for money and I am in touch with the police in regards to false court claims and conspiracy concerns 
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:11/25/2025

  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 have cancelled my insurance in April (using DocuSign as prove) but the insurance company nor their agents are able to cancel and I have been charged every month (its now end of November and it is still not cancelled after numerous emails and phone calls.

  

  Business Response

  Date: 12/12/2025

  Hi, 
  
  Thank you for taking the time to leave us a review. Your comment concerns us and we tried to look into this further for you. Unfortunately, we cannot locate an account based on the contact information provided. However, we are determined on making it right if we have failed to do so! Please, at your earliest convenience, email our team at REMOVEDwith your name, phone number, policy number, and a brief description regarding your request. A member from our team will be in contact REMOVEDonce we receive your email! In the meantime, for any further questions, comments, or concerns, please give us a call at REMOVED. We have live agents available Monday-Friday, 8 AM - 5PM CST. We are happy to help in any way we can! 
  
  Sincerely, 
  The NEXT Team
  

• Initial Complaint

  Date:10/22/2025

  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.

  Signed up for coverage - December 2023, we have an automotive repair shop and signed up as such.We had submitted for a claim for a fire in October 2024, this was units away from our shop and unrelated to us but we sustained damages and customer car damages.Once they reviewed our claim they denied us any coverage stating our ''performance repair work'' was not covered by them and in which led them to believe they did not need to cover anything for us. We believe we are owed some compensation for this insurance company denying us, we had to come out of our pocket to cover all damages and items lost as well as customers cars that were damaged.

  

  Business Response

  Date: 11/27/2025

  Hi REMOVED, 
  
  Thanks for reaching out to NEXT! Your comment concerns us and we looked into this matter for you. Please know our claims are handled on a claim-by-claim basis and subject to policy terms and conditions. Due to legal reasons, we cannot publicly disclose any information regarding claims. However, if you believe this to be incorrect or have any questions regarding your claim, please reach out to your claim's advocate. If you have any other questions, please feel free to send us an email at REMOVEDor give us a call at REMOVED. Our hours of operation are Monday - Friday, 8AM - 5PM CST. We'd be happy to answer any questions you may have!  
  
  Sincerely, 
  
  The NEXT Team

• Initial Complaint

  Date:10/15/2025

  Type:Product 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.

  My policy auto-renewed, and as I no longer needed coverage I went to cancel and get a partial refund. I canceled two days after I was charged for the month, however my refund was only 26.7% of my charge even though I only had the policy for 2/31 days of the month. They then claimed I had to pay the entire service fee of the year old policy, that I only had for 2 months, and the bill they gave me changed the premium and service fee charge. The first month the service fee charge was only $3.99 a month, while on my last bill they claimed it was $47.88 claiming this as the reason I don't get a refund. I attempted to get the correct refund, and they left the chat in the middle of the conversation.

  

  Business Response

  Date: 11/04/2025

  Hi REMOVED, 
  
  Thank you for taking the time to leave us a review. Your review concerns us and we looked into this matter further for you. After reviewing your account, we found the refunded amount for the cancellation to be correct and aligned with the information provided by our team member. We apologize for any miscommunication or misunderstanding there may have been. If you would like to discuss this further, please feel free to send us an email at REMOVEDor give us a call at REMOVED. Our hours of operation are Monday - Friday, 8AM - 5PM CST. We'd be happy to answer any questions you may have!  
  
  Sincerely, 
  The NEXT Team  
  

• Initial Complaint

  Date:10/14/2025

  Type:Product 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 started a new REMOVEDcomp policy with NEXT by calling in and speaking with one of their representatives. The "plan" was started 09/17/25. I received notification from the state of Idaho on 09/19/2025 stating the business entity name was under my personal name and not the business name. The state does not accept that obviously. I reached out the same day via email for the correction to be made. I've made numerous attempts at reaching out for this to be corrected. The review is being left 10/14/25. No correction has been made. The wait time on the most recent phone call has exceeded 40 min.

  

  Business Response

  Date: 11/20/2025

  Hi REMOVED, 
  
  We apologize for the unusual wait time. To make any changes to your policy, our team will need to be the ones to do so with your authorization. Unfortunately, we cannot locate an account based on the contact information provided. We ask that you please email our team at REMOVEDwith your policy number, email address, zip code, and a brief description of your request. Once our team receives your request, a member will be in contact with you ASAP. If you have any further questions, comments, or concerns, please feel free to give us a call at REMOVED. We have live agents available Monday-Friday, 8 AM - 5PM CST. We are happy to help in any way we can! 
  
  Sincerely, 
  The NEXT Team
  
  

  Customer Answer

  Date: 11/21/2025

   
  Complaint: 24013224
  
  I am rejecting this response because:
  

  The lack of effort I've received from this company in an attempt to correct my business insurance name is astonishing. The time taken to respond with a "I have no idea who you are" response is very lazy. Review your internal documents. The issue is so minor and still after three months.. yes, three months there are still issues that are not accepted by the state of Idaho because of the way you guys created the new policy name. Idaho's REMOVEDfinally reached out to me stating to get in contact with you all directly... through me?!?! I communicated everything via email because after the initial phone call it was evident there was a lack of experience within this company itself. Maybe a lack of processes. 

  I'd be glad to forward my email thread direct to you. I've wasted hours of my personal time on this going through customer support. It's no good.

  DO NOT do business with this company. 

  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 11/27/2025

  Hi Kody, 
  
  Your review concerns us and we looked into this for you. We are happy to know a member from our team was able to connect with you and correctly explain to you why the change could not be made by NEXT. If you need further explanation, we advise you again to reach out to your external agent with AP Intego. At NEXT, we do not have access to yours or any other policy that is through a partner. For any and all requests, please contact your external agent, REMOVED, with AP Intego. Thank you for your understanding. If you have any further questions, comments, or concerns, please feel free to email us at REMOVEDor give us a call at REMOVED. We have live agents available Monday-Friday, 8 AM - 5PM CST. We are happy to help in any way we can! 
  
  Sincerely, 
  The NEXT Team
  
  
  
  

  Customer Answer

  Date: 12/01/2025

   
  Complaint: 24013224
  
  I am rejecting this response because:

  My name is misspelled in your reply... This name correction was made. It took a total of 2 months to resolve.

  THE ONLY REASON it was resolved was because I put the state rep in contact with you guys.

  TERRIBLE customer service.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:10/02/2025

  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.

  The date of the transaction was 10/01/2025. The "company" known as "NEXT" is business that thrives on invoking fear after they victimize people by stealing their credit card information and charging the card for $250.00. I have had no business with this company, I have never even looked them up. This is a group of people who steal information and use that information to do fraud. I saw the post on my banking of a charge of $250.00 and called the number associated with the charge. The man who answered knew my name without me even giving him my information and laughed at me and said "how do you not know what you do with your own card?" REMOVED. REMOVED. I called my bank immediately. This is repulsive and you all should get real jobs and earn your money instead of stealing money from innocent people. I recorded the entire conversation. No services rendered.

  

  Business Response

  Date: 11/04/2025

  Hi REMOVED, 
  
  Thank you for taking the time to leave us a review. We looked into this matter further for you and found that your Social Services policy for your business "REMOVED, LCSW" was purchased and active since 11/01/2024. It was purchased without any assistance from our team. We can disclose that an external agency, REMOVEDInsurance Agency, is attached with your account. We ask that you please contact the REMOVEDInsurance Agency for "Royal Sweet" at REMOVEDor via phone at REMOVED. If you have any further questions, comments, or concerns, please feel free to email us at REMOVEDor give us a call at REMOVED. We have live agents available Monday-Friday, 8 AM - 5PM CST. We are happy to help in any way we can! 
  
  Sincerely, 
  The NEXT Team
  
  
  
  
  
  
  
   
  
  
  
  

• Initial Complaint

  Date:09/30/2025

  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.

  Next just renewed my policy, I had a 1 million dollar policy for $86 a month. They altered and renewed it without consulting me and starting charging me about $250/month for a REMOVEDpolicy. At first i thought it was just one charge of $250 for the premium so ignored it. But then the charges kept coming. I called progressive immediately and got a 1 million dollar policy for $41.22 a month. Next couldnt tell me why they did this and Blamed it on a consumer reports credit score report or something. Never had an accident or claim in over 16 years and my credit score is the same as it was when i originally applied. Thats over a 335% increase in fees and a 66% reduction in coverage! This is mostly a warning to others.

  

  Business Response

  Date: 10/06/2025

  Hi REMOVED, 
  
  Thank you for taking the time to leave us a review. Your review concerned us and we looked into this matter further. We are sorry to hear that our Landscaping and REMOVEDpolicy is no longer an affordable option for you. If you would like to discuss your policy options further, please feel free to send us an email at REMOVEDor give us a call at REMOVED. Our hours of operation are Monday - Friday, 8AM - 5PM CST. We'd be happy to answer any questions you may have!  
  
  Sincerely, 
  The NEXT Team  
  

  Customer Answer

  Date: 10/11/2025

   
  Complaint: 23952531
  
  I am rejecting this response because:
  

  I have already tried contacting customer support. I was given the runaround and could not get my concerns addressed. There's no good reason in my mind to increase fees by over $335% and reduce coverage by $66% and then refusing to explain yourselves. I'm not going to continue trying to call and email since I already have. I'm here at the BBB because those first steps didn't work. Next has all my information and at any point in time can feel free to call me and explain the situation. Otherwise your generic reply offends me. 

  
  Sincerely,
  
  REMOVED

   

   

  

  Business Response

  Date: 11/04/2025

  Hi REMOVED, 
  
  As a member from our team was properly able to explain via chat on 09/30/2025, your quoted policy price was based in whole or in part on information obtained in a report from a consumer-reporting agency. For your privacy, we do not keep a copy of this report and are not able to provide more information. You are welcome to contact LexisNexis to request a free copy of this report at REMOVED. If you have any further questions, comments, or concerns, please feel free to email us or give us a call. We're available Monday-Friday, 8 AM - 5PM CST. We are happy to help in any way we can! 
  
  Sincerely, 
  The NEXT Team
  

• Initial Complaint

  Date:09/22/2025

  Type:Order 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 am filing this complaint due to an unprofessional and unacceptable experience with Next Insurance. I had a scheduled call with the assigned claims adjuster, which was confirmed via REMOVED. The adjuster failed to attend the meeting and did not provide any notice of cancellation or rescheduling. Furthermore, I did not receive any follow-up communication after the missed appointment.This conduct is highly unprofessional and demonstrates a lack of regard for my time and the urgency of the claim process. I relied on this scheduled appointment to move forward with an insurance matter, and the lack of communication and accountability has caused unnecessary delay and frustration.I am requesting that Next Insurance assign a new, professional adjuster to promptly review and resolve my claim. I also expect a written explanation and apology regarding this lapse in service.I hope the company takes this matter seriously and improves the professionalism of its claims handling process.Claim No: NXTC-TXCP-QJDWWJ I can be reached at REMOVED

  

  Business Response

  Date: 10/06/2025

  Hi REMOVED, 
  
  Thank you for taking the time to leave us a review. Your review concerned us and we looked into this matter for you. Upon further review of the claim number that your provided, we were able to locate the claim and account. Unfortunately, you are neither the policyholder or the claimant. Due to our legal laws, we cannot disclose or discuss any information regarding a policy without either party adding you as an authorized user. Furthermore, due to legal reasons, we cannot disclose any information regarding claims. If you would like to discuss the claim further, please contact the adjuster. For any other questions, comments, or concerns, please feel free to email us at REMOVEDor give us a call at REMOVED. We have live agents available Monday-Friday, 8 AM - 5PM CST. We are happy to help in any way we can! 
  
  Sincerely, 
  The NEXT Team