Business Profile

Auto Insurance

Pearl Holding Group, Inc.

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Complaints

This profile includes complaints for Pearl Holding Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

241 total complaints in the last 3 years.
72 complaints closed in the last 12 months.

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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:03/31/2023
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.
My Vehicle was stolen in December 2022 ( ****** altima ) which i am the owner of the vehicle Claim was reported to the insurance company per policy that was under ex-husband name *********************************** a recorded statement had to happen ex-husband became abusive and i left the relationship and ****** was arrested for Fentanyl i reported this to the insurance company provided arrest record per adjuster *********************** My claim was not going to be processed until recorded statement was done by ****** who is in jail , i told her it was not going to happen because he is in prison and since ****** is abusive i do not have a way to reach him in jail and even if he is bonded out his phone is disconnected i had no way of contacting him, the claim has not been paid to one main financial who hold tite for the vehicle.and its been 3 months . i have emailed and called and left voicemails to supervisors *********** to not have a response, my license has been suspended on a vehicle that i do not own
Business Response
Date: 04/03/2023
Ocean Harbor does not have a police theft report nor a completed Theft Loss Questionnaire regarding this theft. If ************************** can provide us with these documents, we will proceed to process this claim without the requirement of a recorded statement.
Initial Complaint
Date:03/27/2023
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.
November 5, 2022 I got in a car accident and it will now be ***** *** still havent got a call back that *** requested for the last 2 months. I had someone from the company call and ask ME questions on whats going on with my file because it was confusing and didnt make sense. When I called back to get information as to why my medical claim was closed they said Id get a call back. Never did. My adjuster doesnt pick up any calls or reply via text. They sent me an unprofessional message saying they either pay all or none in a rude way when I asked about the collision part of all this mess. Still no call back with any explanation on what is going on and what the reason for me to be paying an insurance that is not providing a proper service! I spoke with my body shop who has experience dealing with them and seems to be just a horrible business that doesnt get the job done ever. I understand the collision part of my claim now so Im moving forward with getting my vehicle fixed thru the other insurance. However I still need MEDICAL ASSISTANCE that I am unable to receive because THE INSURANCE I PAY FOR EVERY MONTH HAS FAILED TO EXPLAIN PROPERLY WHY MY MEDICAL CLAIM WAS CLOSED IN NOVEMBER. The chiropractor would be unable to see me the 2x that I went if nobody submitted anything for a claim. The claim was opened and closed. I am a single mother working several jobs to be on the phone on hold for over 3 houses 5 days a week. I have developed emotional damage on top of my physical damage. I need assistance in what kind of lawyer I need to proceed with filing a law suit for this matter.
Business Response
Date: 03/27/2023
PEARL HOLDING GROUP
P.O. Box 452799
****************************
_________________________________________________________________________________________
Date: March 27, 2023
BETTER BUSINESS BUREAU
SERVING SOUTHEAST *******
****************************************
***************, ******* 33407

RE:      Claim No                     :           S32X0555-01/02-1950/11 COLL/PIP
            Our Insured Name      :           ***********************
            Case No.                      :           19856537
            Your File Name           :           ***********************

Dear Sir/Madam:

I must respectfully submit that, regarding the damages to Ms. ***** vehicle,Ocean Harbor has been informed that ************ has filed a claim with the third-party tortfeasors insurance carrier and was paid for 80% of her estimated damages through them. We are attempting to obtain proof of the amount that   the third-party tortfeasors insurance carrier paid for same, with photos. Upon receipt of same, we will determine the amount to be paid based on the remaining 20% of damages unpaid.

Regarding Ms. ***** medical bills, we only informed ************ that there was a coverage issue that had to be resolved prior to making any payments under her personal injury protection benefits. Coverage was cleared on 01/31/23; however, we have not received any medical invoices from her or her providers to date.

Upon receipt of any bills that have been presented by or on behalf of the claimant to Ocean Harbor, provided all terms and conditions are met, we will process same and apply it to the patients PIP deductible or pay it, accordingly.

Respectfully,

*****************
Claims Vice President
**********************
Customer Answer
Date: 04/10/2023

Complaint: 19856537

I am rejecting this response because: nobody has contacted me as their response said. I was not talked about the 20%. I was calling for over a week, all day to be transferred to a voicemail. I had the hospital contact the insurance for them to even say nobody reached out about my medical bills. The chiropractor contacted them as well because how would I ever receive service 3x if they didnt? They had to reject my services due to them CLOSING THE MEDICAL CLAIM. I have YET received a call from anybody. The only call I received was to ASK ME QUESTIONS about WHY file looked a mess. I need to be reached via phone. I need to speak with a manager, I need to speak to somebody about my claim. I need to know what is the reason for me to pay monthly when I cannot even receive medical services due to the insurance company closing my medical claim. I will move forward with suing for neglecting my medical needs. I need to speak to somebody about this matter as soon as possible, nothing has been resolved through my insurance company. A lot of we can do this and we can do that and yet nothing has been done not even a phone call have I received.

Sincerely,

***********************
Business Response
Date: 04/11/2023
As previously stated, we have not received any medical bills to date. Regarding the damages to **************** vehicle, we have contacted Farmers Insurance and requested that they send us a copy of their estimate, photos, and a copy of the check so that we can determine if ************ is entitled to additional compensation for damage to her automobile.
Initial Complaint
Date:03/16/2023
Type:Product 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.
In late December 2022, a person insured by Pearl Holding Group accidentally collided with my parked car, while attempting to pull out of their yard. My car was not in motion, and I was not present inside of my vehicle at the time of the crash, however my vehicle sustained significant damages, which includes:severe/un-patchable damages to my read bumper, i.e., pieces of my rear bumper completely fell out. disfigured reflective light paint scuffs and scratches small dents and holes in rear bumper As of today, it is March 16th, 2023, since late December 2022 I have contacted the company Pearl Holding Group, by phone, nearly 20 times, and I was only able to speak with an agent twice. Since late December 2022, I have emailed the company and my adjuster (***********************************) at least 6 times, however, I have only received a response twice. With the same excuse We are pending the full police report from FHP. He completely ignores my emails and when I call his office, I am sent straight to voicemail. Therefore, that email, which was sent January 24th 2023, was the last time Id heard from ************************ have not received an estimate, update, or any information regarding the damages done to my vehicle in months. Though, We submitted all supporting documents, the police report number, and car images for the estimate back in early January. I am still in contact with the owner of the other vehicle, who has exclaimed that theyve received the same treatment (ignored calls, emails, with blatant lies/excuses from the adjuster). They've even exclaimed how they were asked to fill out the same document nearly 4 times, because Pearl Holding Group repeatedly lied by stating that they didnt have the document. The other owner has even contacted the police department to verify the accident report. This company is doing everything possible to avoid compensating me for my damages or simply fixing my vehicle!Claim #: S32Y2814-02-7600
Business Response
Date: 03/28/2023
PEARL HOLDING GROUP
P.O. Box 452799
*******,** 33345-9966
_________________________________________________________________________________________
Date: March 28, 2023

BETTER BUSINESS BUREAU
SERVING SOUTHEAST *******
****************************************
***************, ******* 33407

RE:      Claim No                     :           S32Y2814-02-76 PD
            Our Insured Name      :           *******************************
            Case No.                      :           ********
            Your File Name           :           ***********************
            Clamant Name            :           **************************

Dear Sir/Madam:

Ocean ********************** Casualty accepts 100% of the liability and property damage to ************ vehicle regarding this loss.

Enclosed is a copy of our offer and release in the amount of $868.79 sent to ************ today for the damages to his vehicle caused by this loss, based upon the enclosed estimate of same.

Our offer has been delayed as we never received our insureds written statement or a police report to confirm coverage and liability, but we decided to go forth with an offer. We requested a copy of Mr. **************** as proof of ownership on 03/17/23, and upon receipt of same on 03/27/27, our offer was made.

Upon receipt of the signed Property Damage Release, payment will be made.

************ was provided a copy of the estimate with a complete breakdown of all charges for parts, labor and materials. Our estimate is an accurate depiction of damages and appropriate repairs as can be identified, prior to tear down. We explained to ************ our supplement procedures and encouraged him to take his vehicle to the shop of his choice and present them with a copy of our estimate;and we would deal with the shop on any necessary, additional damage that is related to this loss. We advised him that, if supplemental damage was found upon tear down of the vehicle, the shop should fax or e-mail us a supplement for our review. Upon receipt, we would determine if a re-inspection of the vehicle is necessary.

Respectfully,

*****************
Claims Manager
**********************
Customer Answer
Date: 03/31/2023

Complaint: 19612143

I am rejecting this response because: The owner of the vehicle, ************, and I (the driver) have not received any information in regards to the vehicle estimate, so that is a lie, Pearl Harbor has not contacted us upon the release of this document. Furthermore, many dealerships are relunctant and unwilling to accept vehicle repairs from Pearl Harbor Holding Group because of payment failure. So my questions are, Will the payout be given in the form of a check that can be taken to any dealership? Or do we take the vehicle to the dealership of our choice, assuming they'll take it, and wait for Pearl Harbor to pay for the damages? There is a lack of communication between the owner, driver, and Pearl Harbor Holding Group that is still quite evident, which is only leading to more questions, confusion, and mistrust!

Sincerely,

***********************
Business Response
Date: 04/04/2023
PEARL HOLDING GROUP
P.O. Box 452799
*******,** 33345-9966
_________________________________________________________________________________________
Date: April 4, 2023

BETTER BUSINESS BUREAU
SERVING SOUTHEAST *******
****************************************
***************, ******* 33407

RE:      Claim No                     :           S32Y2814-02-76 PD
            Our Insured Name      :           *******************************
            Case No.                      :           ********
            Your File Name           :           ***********************
            Clamant Name            :           **************************

Dear Sir/Madam:

************ is correct. Upon receipt of this rebuttal, I confirmed that we sent the documents to #***, not #*** house address. I am having new documents sent today.

Regarding payment,once we receive the signed release, payment will be issued in the form of a check to ************ or the shop of his choice, depending on his selection. If we are to make it out directly to the shop, we will need him to go to the shop of his choice and complete a Direction to Pay form and submit it to us.

Again, upon receipt of the signed Property Damage Release, payment will be made.

Respectfully,

*****************
Claims Manager
**********************
Customer Answer
Date: 04/07/2023

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,

***********************
Initial Complaint
Date:03/12/2023
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 involved in a car accident on 04/22/2022. I was declared not at fault, received no citations/traffic violations/tickets as a result of my presentation of video evidence to police officers of the **************************** who were first responders at the scene. My vehicle was declared a total loss by my Personal-Injury Protection Insurance (Ocean Harbor Casualty Insurance Company). As it turns out, the other party involved in this accident was covered under the same insurance as me. Therefore, I proceeded to file a claim through the other parties policy.I notified Ocean Harbor Casualty Insurance Company of the location of my totaled vehicle a mere FOUR days after the accident. The reason for that is because at the scene of the accident I was not given a full report of the crash since the police officer's ******* was not working and could not provide a "Driver Exchange Of Information". Considering this, I was not able to notify Ocean Harbor immediately about the accident without the other party's information. Since then the Ocean Harbor has made untrue statements about negligence on my end (they claim I was negligent at the time of the accident, that it was preventable, this is untrue as described by the police report that states that their insured made an improper U-Turn and caused an accident as a result), as well as that I notified them of the location of my vehicle a month after and I incurred storage charges when the evident truth is that I notified them as soon as I was able to, and have all the evidence to prove so. Furthermore, they have unnecessarily delayed the proceedings of this claim (absolutely no answer to phone calls, no responses to emails etc.), and I am stuck paying the note on a car I am not in possession of anymore.All in all, they were originally offering a sum of $-2,675.05 which I argued for many months was ridiculous and unfair. After these arguments, they are now offering $250 to settle.
Business Response
Date: 03/13/2023
PEARL HOLDING GROUP
P.O. Box 452799
*******,** 33345-9966
_________________________________________________________________________________________
Date: March 13, 2023
BETTER BUSINESS BUREAU
SERVING SOUTHEAST *******
****************************************
***************,******* 33407

RE:      Claim No                     :           S3242255-02-29 PD
            Our Insured Name        :           *****************************
            Case No.                      :           19585814
            Your File Name             :           ***************************

Dear Sir/Madam:

I must respectfully submit that Ocean Harbor has deemed Mr. ********* ******* to be a Total Loss. The Total Loss value of Mr.********* ******* is based upon the enclosed CCC Report of $11,094, less a current condition adjustment for prior, unrelated damage of $570.85, for a net of $10,523.15. Our offer, sent on 06/02/22 and 10//07/22, is for 30% of this amount, which amounts to $3,156.95, less excessive storage charges of $5,622, incurred as a result of Mr. ********* failure to mitigate his damages, which makes the net value less than $0. Nevertheless, we have offered $250 on 06/02/22 in an attempt to settle this claim. Our Offer is based on all parties Statements and the point of impact, as well as the police report. Each party has a different version as to how the loss occurred; thus, we have conflicting versions as to the extent to which our insured was at-fault. From the video ******************** provided to us,it was clear that our insured pulled out a sufficient distance in front of him for a reasonable and prudent driver to be able to react and avoid the accident. There was obvious comparative negligence in this accident. Our Offer is subject to 30%liability due to Mr. ********* 70% negligence in this loss. Enclosed is a copy of the estimate for prior,unrelated damage to Mr. ********* auto of $570.85. The prior damage is to the outer handle of the front, left door. This damage is not related to this loss as the impact was directly in the center front of Mr.********* *******.

Regarding the value of the *******, the CCC report is a report that is standard in the industry and has been recognized by insurance companies as a tool to determine the true market value of the *******. ************** of ********* Services has accepted its use as a tool for insurance companies to determine the market value of a Total ************************************* ******* is a 2015 ******* Genesis ***** with over ****** miles on the odometer and prior, unrelated damage. The CCC report has adjusted their comparables to that of Mr. ********* *******, taking into account all recent sales. The CCC evaluation is a fair representation of the value of Mr. ********* *******.

Regarding the deduction for excessive storage, the $5,622 for excess storage charges is separate from the $10,523.15 valuation of the ******* but is included in our settlement of this loss as the charges were excessive, and we had to incur same to pick up the *******. From the onset of this claim, ******************** was informed of our storage procedures, and we had offered to move the ******* to a storage free facility at no additional expense to him. In addition, on 05/02/22, we sent ******************* our mitigation letter, which explains our insureds responsibility regarding storage and rental reimbursement and Mr. ********* responsibility to mitigate his damages. We explained that if there was excessive storage, the excess may be deducted from settlement. This loss occurred on 04/22/22,but we were not provided the location of the ******* until 05/02/22. We declared the ******* to be a Total Loss on 05/13/22 and picked up the ******* on 05/24/22. As stated in our mitigation letter, we allow 7 days storage for a Total Loss. We have extended our offer an additional 14 days to cover any delay from 05/02/22 through 05/16/22 in determining the ******* to be a Total Loss. In order to settle this claim, we needed to procure the ******* and the keys. Statute ******, as modified on 07/01/14, states the insurer, Ocean Harbor, must apply for a Certificate of Destruction and/or a Salvage Title. Ocean Harbor is unwilling to apply for the Title in its name without having possession of the ******* (as it is a dangerous instrument).   We paid $6,000 of which we will accept our insureds 30% legal responsibility for 21 days of storage at $50 ************** $210 for the tow, totaling $378 ($1,260 x .3). Thus, Mr. ********* responsibility is $5,622.

Case No.                      :           19585814
Your File Name            :           ***************************

Upon receipt of the executed property damage release and a power of attorney, along with a lien-free Title and Total Loss forms, payment will be made, and a copy will be sent to your attention.

As for Mr.********* contention that we did not notify him of IAAs address, enclosed is an email sent to him on 07/08/22, providing him with IAAs address.

Respectfully,

*****************
Claims Vice President
**********************
Customer Answer
Date: 03/13/2023

Complaint: 19585814

I am rejecting this response because:

Firstly, on 04/23/2022 at approximately 1:24 PM EST, I made a phone call to Ocean Harbor Casualty Company where I attempted to notify them of the accident that occurred on 04/22/2022. Considering that the police officer which responded to the accident scene had a printer, I was unable to obtain what is known as a "Driver Exchange of Information". Regardless of the fact, I went ahead and called Ocean Harbor to see what I could get done to speed up the proceedings of this upcoming claim. I was informed by the Ocean Harbor Casualty Company representative that they were unable to process anything until the police report/crash report was released.

On 04/28/2022 at approximately 11:36 AM EST, considering that I had obtained the crash report the day prior (I will be attaching this report for ease of your review as: CRASH REPORT), I made a second phone call to Ocean Harbor Casualty Company where I attempted to notify them of the accident that occurred on 04/22/2022. Some of the details worth noting during this phone call are: Contact information for the adjuster that was to handle my claim was requested and denied. I was informed that the adjuster will contact me by mail/email for further information, upon request, I was denied an approximate date of when the adjuster would contact me. Most important of all is that on this phone call, I provided the location of my vehicle to Ocean Harbor. This is in relation to a false claim they have once again made in their response to my complaint on Better Business Bureau among many other times throughout this claim.

On 05/17/2022, I sent an email reply to Ms. ************************ of Ocean Harbor Casualty Company email received on 05/16/22. In laymans terms, I asked the body shop that was holding my vehicle to remove it from their yard and transfer it to the Ocean Harbor's storage free location which is what **************** requested I do in her previous letter. The body shop informed me that I am responsible for the storage charges ($5832.00), for which I was not. I let the body shop know I was declared not at fault and that Ocean Harbor was to be charged for the any storage fees, they refused to release my vehicle to me without a payment of $6K+. Mind you, this vehicle was in their possession at this point in time for not even a month. Lastly mentioned here is that I informed Ocean Harbor that there was video evidence I was in possession of which displays the accident as well as their insured causing the accident on 04/22/22. In this video it is evident that their insured blocked the road and I was unable to prevent the accident. As per their claims that the accident was preventable, I have mentioned previously and will mention again that in an effort to avoid striking their insured from what looks like a U-Turn, I switched to the right lane (accident occurred on a two-lane road). When their insured completely blocked the road after making an improper U-turn I was unable to avoid their vehicle no matter what I did.

On 05/18/2022, Ms. ********************** of Ocean Harbor Casualty Company contacted me to inform me that there was an excess issue. As will be shown in the file for this date, I was informed that the policy of their insured under which the claim was running through, only carriers a $10,000 policy limit. They informed me that a pickup request had been sent to "A Plus Auto Collision". They asked me to make sure to contact "A Plus Auto Collision" as soon as possible and have the vehicle released to "Ocean Harbor", which I did. Lastly, I was informed on this date that at that point in time the claim was pending a statement from their insured, once received they would be able to move forward with the claim. Please consider the fact that Ocean Harbor Casualty Company had been aware of my vehicle's location since 04/28/2022 and it was on 05/18/2022 that we were discussing pickup. I had advised of the location of the vehicle no more than a few days after the accident.

On 05/25/2022 I sent an email to **************** (adjuster) of Ocean Harbor Casualty Company requesting an update on the claim. Furthermore, I expressed my complaints regarding the unnecessary delays that had so far taken place throughout this claim. I explained that I had been without a vehicle and without work nor income for a month. Lastly, I informed that I had discussed the claim with my lawyer and would have to pursue legal action if the claim was not settled soon, due to the issues mentioned.

On 05/26/2022, I was notified that my vehicle was picked up and moved to *** on 05/24/2022. I am according to Ocean Harbor Casualty Company responsible for $5832.00 worth of storage fees. In other words, they went ahead and unfairly deducted it from the settle offer (they were aware of its location from the onset of the claim, BEFORE I even made contact with the adjuster). To my understanding, I specifically mentioned to **************** (adjuster) of Ocean Harbor Casualty Company on 05/17/2022 that when I spoke to the body shop (************************) that I WAS NOT TO BE MADE RESPONSIBLE for any storage fees. Lastly, I was informed of the following: "Once the claim is finalized will receive an email providing status."

On 06/02/2022, I was provided with the "finalized total loss documents (settlement offer of -$2,675.05, POWER OF ATTORNEY FOR A MOTOR VEHICLE, MOBILE HOME OR VESSEL, SEPARATE ODOMETER DISCLOSURE STATEMENT AND ACKNOWLEDGEMENT, and a CCC ONE Market Valuation Report of my vehicle)." A large portion of the items contained within these "finalized total loss documents" were either incorrect, missing information, or false. As an example: my vehicle was undervalued by the market valuation report Ocean Harbor provided. This is factual considering that after observing Ocean Harbor's Casualty Company's claim which was made in the CCC ONE Market Valuation Report of my vehicle stating the vehicle had prior damage to the accident. There was no recent damage to the vehicle considering that it was newly purchased no less than a month ago before the accident took place. Again, I must reiterate that any and all damage to the vehicle was as a result of the accident on 04/22/2022. I went ahead and retained an alternative appraiser who in the end gave a fair valuation of my vehicle. No prior damage was found. I will attach his valuation of my vehicle as: "******** 2015 ******* ******************* This appraiser is ************************* of South ******* Auto Appraisers (I.A.A.A. CERTIFICATION NO. **********). Contact information for ****************: ******************************* *****************. What is mentioned above is just an ONE example. I can inform you now that if you refer to FILE NAME: 06-02-2022, you will find inconsistencies along the length of the document such as leaving the SEPARATE ODOMETER DISCLOSURE STATEMENT AND ACKNOWLEDGEMENT 90% blank. There are no details, there is no reading on the odometer.

On 06/02/2022, after reviewing the "finalized total loss documents" with my lawyer as well as with my insurance agent for a second opinion; I was advised to not sign any kind of document accepting this settlement because it was outright incorrect. Therefore, I requested a phone call with Ms. ********************** of Ocean Harbor Casualty Company for clarification as well as to argue this settlement offer of -$2,675.05.

On 06/11/2022, after 9 consecutive business days without a response, I finally received an email reply from an unidentified ********************************* who responded to my email from 06/02/2022 requesting a claim number. I inserted my full name at the bottom of the email as one always does when writing an email. The fact that an attempt was not even made to look me up by name is ridiculous. Instead, I was provided with a three-word response from an unidentified ********************************* who up to this point had not presented themselves to take any action in this claim. Further delaying this claim.

On 06/11/2022, the email displayed as "06-11-2022" which I attached to this message was received at 12:05 PM EST. I replied with the claim number at 12:17 PM EST. Please refer to "06-11-2022 #2" where I highlighted the claim number for ease of your review. This demonstrates that I, *************************** am doing my absolute best to speed up the proceedings of this claim. Thereafter, I did not receive any reply from Ocean Harbor Casualty Company for days on end.

On 06/17/2022, after disregarding the fact that I did not receive a any reply after 06/11/2022, I went ahead and sent another email to Ms. ********************** of Ocean Harbor Casualty Company stating that I was not and to this day (03/13/2023) I am still not in agreement with the settlement amount. As such, I informed **************** that I was to retain ************************* of South ******* Auto Appraisers to perform an independent and unbiased evaluation of my vehicle under the Appraisal Clause of my insurance policy. **************** requested that he is provided with the name, address, telephone number and lot/stock number for the facility where my vehicle was at the time and still is currently being stored. In this email **************** was also made aware that the storage facility would require her written authorization for **************** to have access to my vehicle to perform a personal inspection. In addition, it was stated: "timing is of the essence in this matter, your prompt attention to this request will be appreciated."

On 06/27/2022, after what was then 14 consecutive business days of waiting for a reply from Ocean Harbor Casualty Company, I decided to send yet another email to Ms. ********************** of Ocean Harbor Casualty Company. I stated the following in this email:
"I have not received a reply from you in a very long time. As this process is figured out, I continue to pay a car that I do not even own anymore... I kindly ask that you reply to my emails."

On 06/29/2022, after 16 consecutive business days with no contact whatsoever, at 1:58 PM EST I received a reply to the email I sent on 06/27/2022. **************** was requesting a claim number YET AGAIN. I must reiterate that from the onset of this claim I have had to keep up with the car payments for this vehicle that has not been in my possession since the accident took place. I am losing TIME AND MONEY. By 6:24 PM EST, I had already sent a reply to Ms. ********************** of Ocean Harbor Casualty Company. In this email I went ahead and copied and pasted the information I had previously requested which was left unanswered for and was still unanswered for on 06/29/2022. The information in this email had already once been requested on 06/17/2022. I made sure to include the claim number not once, but twice in this email.

On 07/01/2022, at 11:35 AM EST, Ms. ********************** of Ocean Harbor Casualty Company sent an email offering apologies for a 13-day late response. On 06/17/2022 it was very clearly stated that "timing is of the essence in this matter, your prompt attention to this request will be appreciated." My situation at the time was that I had **************** on hold because access to my vehicle was not provided for 17 business days. Additionally, please take note of the fact that I requested an address to the *** storage facility where my vehicle was being held. I requested this address twice. After 17 business days of waiting for this address and all additional information, a request was sent by ************************* **************** of South ******* Auto Appraisers access to re-inspect my vehicle. BUT an address was not provided.

On 07/06/2022, I was informed by **************** that access to my vehicle had been provided but no address for the vehicle was present. I sent an email to *************** describing the situation and requesting the address for my vehicle a third time. I made sure to request a response as soon as possible and include my claim number in this email so the proceedings of this claim were not delayed ANY FURTHER by Ocean Harbor Casualty Company.

On 07/08/2022 at 10:44 AM EST, after two unsuccessful requests, the first being 06/17/2022, I was finally provided with all requested information pertaining to where my vehicle was in order for **************** to make a fair valuation of my vehicle.

On 08/18/2022, After Mr. ***********;performed an independent evaluation of my vehicle, he had documented that the actual market value is $13,160. I went ahead and sent an email to **************** in hopes of showing that my car truly was undervalued by CCC One's Market Value Report, as well as to further argue the unfair terms of the proposed settlement.

On 12/20/2022 the following occurred. I had continued to send emails stating my complaints of again since August, Ocean Harbor Casualty Company was still at that point in time not answering emails, not sending back responses, not answering the phone. This is the point where I sought help from the ******* ********** of ********* Services. When Ocean Harbor Casualty Company sent me an email stating that their offer was not going to change, I went ahead and stopped conversing with them.

I still have not signed any documentation. To this day, the claim remains open and I need to resolve it. I am very kindly asking for resolution. This feels like a very huge scam. I have been lied to. Until Ocean Harbor/Pearl Harbor is held liable for the issues they have caused me, for the loss of money they have caused me, and most importantly for lost time to this ridiculous claim, I will continue to pursue this claim and acquire compensation for loss of money.
Sincerely,

***************************
Business Response
Date: 03/24/2023
PEARL HOLDING GROUP
P.O. Box 452799
*******, ** 33345-9966
_________________________________________________________________________________________
Date: March 24, 2023
BETTER BUSINESS BUREAU
SERVING SOUTHEAST *******
****************************************
***************, ******* 33407

RE:      Claim No                     :           S3242255-02-29 PD
            Our Insured Name      :           *****************************
            Case No.                      :           19585814
            Your File Name           :           ***************************

Dear Sir/Madam:

I must respectfully reiterate that Ocean Harbor has deemed Mr. ********* vehicle to be a Total Loss. The Total Loss value of Mr. ********* vehicle is based upon the CCC Report of $11,094, less a current condition adjustment for prior, unrelated damage of $570.85, for a net of $10,523.15. Our offer, sent on 06/02/22 and 10//07/22, is for 30% of this amount, which amounts to $3,156.95, less excessive storage charges of $5,622, incurred as a result of Mr. ********* failure to mitigate his damages, which makes the net value less than $0. Nevertheless, we have offered $250 on 06/02/22 in an attempt to settle this claim. Our Offer is based on all parties Statements and the point of impact, as well as the police report. Each party has a different version as to how the loss occurred; thus, we have conflicting versions as to the extent to which our insured was at-fault. From the video ******************** provided to us,it was clear that our insured pulled out a sufficient distance in front of him for a reasonable and prudent driver to be able to react and avoid the accident. There was obvious comparative negligence in this accident. Our Offer is subject to 30%liability due to Mr. ********* 70% negligence in this loss. Enclosed is a copy of the estimate for prior, unrelated damage to Mr. ********* auto of $570.85. The prior damage is to the outer handle of the front, left door. This damage is not related to this loss as the impact was directly in the center front of Mr.********* vehicle.

Regarding the value of the vehicle, the CCC report is a report that is standard in the industry and has been recognized by insurance companies as a tool to determine the true market value of the vehicle. The ********** of ********* Services has accepted its use as a tool for insurance companies to determine the market value of a Total ************************************* vehicle is a 2015 ******* Genesis ***** with over ****** miles on the odometer and prior, unrelated damage. The CCC report has adjusted their comparables to that of Mr. ********* vehicle, taking into account all recent sales. The CCC evaluation is a fair representation of the value of Mr. ********* vehicle. If ******************** can provide us with proof of the actual mileage on his vehicle, we will re-run the CCC Report with the correct mileage.

Regarding the deduction for excessive storage, the $5,622 for excess storage charges is separate from the $10,523.15 valuation of the vehicle but is included in our settlement of this loss as the charges were excessive, and we had to incur same to pick up the vehicle. From the onset of this claim, ******************** was informed of our storage procedures, and we had offered to move the vehicle to a storage free facility at no additional expense to him. In addition, on 05/02/22, we sent ******************** our mitigation letter, which explains our insureds responsibility regarding storage and rental reimbursement and Mr. ********* responsibility to mitigate his damages. We explained that if there was excessive storage, the excess may be deducted from settlement. This loss occurred on 04/22/22, but we were not provided the location of the vehicle until 04/28/22. We declared the vehicle to be a Total Loss on 05/16/22 and ******************** released the vehicle for picked up on 05/18/22. We picked it up on 05/24/22, after we negotiated the shops pickup charges, which were over $7,000. As stated in our mitigation letter, we allow 7 days storage for a Total Loss. We extended our offer an additional 14 days to cover any delay from 05/02/22 through 05/16/22 in determining the vehicle to be a Total Loss.

Case No.                      :           19585814
Your File Name           :           ***************************

In order to settle this claim, we needed to procure the vehicle and the keys. Statute ******, as modified on 07/01/14,states the insurer, Ocean Harbor, must apply for a Certificate of Destruction and/or a Salvage Title. Ocean Harbor is unwilling to apply for the Title in its name without having possession of the vehicle (as it is a dangerous instrument).   We paid $6,000 of which we will accept our insureds 30% legal responsibility for 21 days of storage at $50 ************** $210 for the tow, totaling $378 ($1,260 x .3). Thus, Mr. ********* responsibility is $5,622.

Upon receipt of the executed property damage release and a power of attorney, along with a lien-free Title and Total Loss forms, payment will be made, and a copy will be sent to your attention.

Respectfully,

*****************
Claims Vice President
**********************
Customer Answer
Date: 03/25/2023

Complaint: 19585814

I am rejecting this response because:
Based on the clear incompetence portrayed by Ocean Harbor, I am unable to accept this settlement offer. I am tired of repeating myself and all my statements being ignored.

Sincerely,

***************************
Initial Complaint
Date:03/03/2023
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 in an accident on Feb 1 2023 in which I was not a driver , I recently purchased a car and had to have comp and collision insurance which is fine however after a month or so I noticed that my husband was on my policy and requested to the agent that I wanted him removed because we didnt live at same address and have been separated for 5 years and I signed what I thought was what ever I needed to sign to have him removed from policy and never thought anything else about it until I was out on Feb 1 2023 and was grabbing lunch and when I left I became nauseated and very dizzy and knew it wouldnt be safe for me to drive so I called my husband to come where I was and gave him keys to drive me home , next thing that happens we were in accident and I filed a claim as I was supposed to a few weeks went by and I got a letter that my claim was denied because he was an excluded driver which I wasnt explained, I have left numerous voice mails and emails to explain my case and No return calls No return emails I need to dispute the decision. It is most unprofessional to not receive a response and I want to be heard please help me to resolve this frustrating matter:
Business Response
Date: 03/06/2023
Pearl Holding Group
P.O. Box 452799
***************************
_________________________________________________________________________________________
Date: ************************;

BETTER BUSINESS BUREAU
SERVING SOUTHEAST *******
4411 ******************************************************************************************; 33407

RE:      Claim No                     :           S3320015-01-14 COLL
            Our Insured Name      :           *************************
            Case No.                      :           19537042
            Your File Name           :           *************************

Dear Sir/Madam:

I must respectfully submit that Ocean Harbor Casualty has denied this claim for physical damage as the driver of the insured vehicle at the time of the loss,*****************************, was specifically excluded as shown on the policy endorsement request, signed by *************** on 01/12/23, and on the Driver Exclusion Endorsement, signed by *************** on 01/11/23, copies enclosed. **************************** was initially listed by **************** as a listed driver on the policy application. Our enclosed letter of denial was sent 02/22/23 to *****************

As stated on the Driver Exclusion Endorsement, the named insured authorized that all persons listed on said endorsement be excluded from her insurance policy.This means that none of the coverage, except Personal Injury Protection, Property Damage Liability, Uninsured Motorist coverage and Bodily Injury Liability coverage in the event the policy is certified as proof of Financial Responsibility,will apply to any damage, losses or claims of any persons or organization caused while any motor vehicle insured by this policy is being operated by the excluded driver(s).

Respectfully,

*****************
Claims Vice President
**********************
Initial Complaint
Date:02/25/2023
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 had a car accident well over a month ago and have yet to receive a single contact from an adjuster. I have called multiple times a week this entire month. They say that they send an email to the adjuster and nothing happens. I call again and repeat the process. I am still paying an insurance and car payment equaling almost ***************************************************************** from getting a new vehicle because I do not have the money to pay a month. I have been paying for a rental car for over a month just to get to work which is effecting me financially.
Business Response
Date: 02/28/2023
PEARL HOLDING GROUP
P.O. Box 452799
***************************
_________________________________________________________________________________________
Date: February 28, 2023
BETTER BUSINESS BUREAU
SERVING SOUTHEAST *******
4411 ******************************************************************************************; 33407

RE:      Claim No                     :           S3311974-01-70 COLL
            Our Insured Name      :           ****** SPRING
            Case No.                      :           19498654
            Your File Name           :           ALEXIS ****************** Sir/Madam:

I must respectfully submit that Ocean Harbor has deemed Ms. ******* vehicle to be a Total Loss. The value of Ms. ******* vehicle is $14,321.85, including sales tax and tag transfer fee, based on the enclosed CCC Report, less a current condition adjustment for prior, unrelated damage of $1,401.49, netting $12,920.36. We sent our offer today for 100% of this amount, less a $1,000 deductible, and less excessive tow and storage charges above the $300 provision for same of $213.35, netting $11,707.01. Under the terms and conditions of Ms. ******* policy, Part IV-Coverage for Damage to Your Covered Auto, Page 15, Limit of Liability, Section D., she is entitled up to $300 reimbursement for towing and storage. Enclosed is a copy of the estimate for prior,unrelated damage to his auto of $1,401.49.

Regarding the value of the vehicle, the CCC report is a report that is standard in the industry and has been recognized by insurance companies as a tool to determine the true market value of the vehicle. The ********** of ********* Services has accepted its use as a tool for insurance companies to determine the market value of a Total Loss. Ms. ******* vehicle is a 2018 ****** Corolla LE, with over ****** miles on the odometer.

As stated above, Ms. ******* policy is subject to a maximum of $300 for storage and towing. From the onset of this claim, which occurred on 01/23/23 and was reported on 01/24/23, Ms. ****** was informed of our storage procedures, and we had offered to move the vehicle to a storage free facility without charging her for the tow. In addition, on 01/25/23, we sent the enclosed Stop Storage letter, which explains our storage procedures and the maximum limit of $300 for storage and towing, as well as offering again to pick up the vehicle and bring it to a storage free facility with no additional cost to our insured.

Once we receive the Total Loss documents, the Title, and the executed Proof of Loss,we will issue payment.

Should Ms. ****** find our assessment to be unacceptable, we are invoking the appraisal clause of the policy. Our appraiser will be ***************************, Ocean Harbor. **************** is an employee of Pearl Holding Group, the managing general agent of Ocean Harbor Casualty. If she chooses to do so, she must select an appraiser and have said appraiser contact *************** at ************* to select an umpire. Ms. ****** received a copy of her policy at inception of her coverage, in which, she will find the Appraisal Clause under Part IV-Coverage For Damages to Your Covered Auto.

Respectfully,

*****************
Claims Vice President
**********************
Initial Complaint
Date:02/22/2023
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.
CLAIM: S32W2915-02-7600** This company needs to investigated ASAP by the ******* Office of Insurance Regulation! On 10/31/2022 their client's friend (friend was driving clients's car while she was passenger in car) made an u-turn in the middle of the road and hit me. He did admitted to the police that he did a u-turn because he was lost. I travel for my job (truck driver) and did not get back in town until 11/4/22 and did claim that day. It took over two weeks for somebody to come see the car. By the time they came I was back out of town. The 3rd party local adjuster appraised the car by eye as he could only see outside of car.Ten days go by and Im back home and I call my adjuster *********************************** and leave a message. No return call. Two days later I call the customer service number to see status of claim and they tell me that they have not received the 3rd party local adjusters paperwork. I text the adjuster because our original communication was through text and he states that he sent the complete appraisal over the day after he appraised the car. I called back to customer service the next morning and I tell them the adjuster sent the appraisal over 11 days ago. The rep says she will put in a message to the adjuster ****** and give it a few days. On that following Monday I call ****** and no answer so I leave a message. He emailed me a quote and it is $1205.**. I don't know anything about car repair cost but knew it seemed too low because the passenger front tire is now wobbling like its bent. The same quote was mailed. But by this time I'm back on the road for work. While on road I call and leave another message on ******'s voicemail. He does not return call.When I get back in town I take the car to four reputable collision centers in my area and ALL 4 said sorry but they do not write quotes for Pearl Holding. Too hard to get them to pay. So a few days later I stop by another reputable collision center and they said yes they would quote and do the repairs. Take car in two days later and car has been there since. Work was completed within one week and they have submit and resubmit the supplemental paperwork several times. On day 100 without a car I started emailing ****** every morning for a week straight. After every email I recevied a confirmed receipt of my email but NO REPLY. Day 108 after sending another email about the status and calling that morning to customer service ****** finally replied and stated if I would like to get paid for my rental cars I would need to submit the correct receipt. I immediately emailed him the corrected receipt.... crickets. Earlier that week I had sent an emailing checking the status of my car being paid and I submitted two rental car receipts for refunds because I realized I paid out of my pocket for rental cars because I had no car and need transportation. One was for$444.53 and the other one was $339.77 totaling $784.30. Today is day 115 and no car paid and NO RESPONSE. It is completely ridiculous that an accident not caused by me has resulting in so much headache and bad faith on the part of Pearl Holding. TERRIBLE COMPANY AND SHOULD NOT BE ALLOWED TO WRITE POLICIES IN *******.!!!!!
Business Response
Date: 02/22/2023
PEARL HOLDING GROUP
P.O. Box 452799
***************************
_________________________________________________________________________________________
Date: February 22, 2023

BETTER BUSINESS BUREAU
SERVING SOUTHEAST *******
****************************************
***************, ******* 33407

RE:      Claim No                     :           S32W2915-02-76 PD
            Our Insured Name      :           **********************
            Case No.                      :           ********
            Your File Name           :           *************************
            Claimant Name           :           *****************************

Dear Sir/Madam:

I must respectfully submit that Ocean Harbor Casualty accepts 100% of the liability and property damage to ****************** vehicle regarding this loss.

Enclosed is a copy of our offer and release in the amount of $1,260.25 sent to **************** on 12/05/22 for the damages to her vehicle caused by this loss, based upon the enclosed estimate of same.

Upon receipt of the signed Property Damage Release, payment will be made.

**************** was provided a copy of the estimate with a complete breakdown of all charges for parts, labor and materials. Our estimate is an accurate depiction of damages and appropriate repairs as can be identified, prior to tear down. We explained to **************** our supplement procedures and encouraged her to take her vehicle to the shop of her choice and present them with a copy of our estimate;and we would deal with the shop on any necessary, additional damage that is related to this loss. We advised her that, if supplemental damage was found upon tear down of the vehicle, the shop should fax or e-mail us a supplement for our review. Upon receipt, we would determine if a re-inspection of the vehicle is necessary. We received a supplement from his shop of choice on 01/27/23; however, it appears the vehicle was repaired prior to allowing us the opportunity to re-inspect the vehicle.

We advised *************** that we pay to repair or replace all damage to her vehicle related to the loss with certified replacement parts, which includes the reasonable and customary labor cost associated with the repair and/or replacement of same. Under the terms and conditions of our insureds policy with Ocean Harbor, we indemnify her for the amount that she is legally responsible for under tort law. By ******* tort law, our insured is liable for the cost of certified replacement parts only, not OEM parts, unless certified replacement parts are not available. If she chose to have her vehicle repaired using OEM parts, then she must pay the difference. Regarding the labor rates, the labor rates shown in our estimate are the usual and customary charged in ****************** area for the repairs needed to her vehicle. If her shop of choice used labor rates that are higher than the usual and customary rates in her area; then she could have chosen a different shop that would have adhered to our rates, but she had her shop repair her vehicle and she is responsible for paying the difference.

Regarding rental reimbursement, from the onset of this claim,, we explained to **************** that we pay for rental reimbursement at the rate per diem of a vehicle in her area,which is of comparable size, plus tax and surcharge, if she wished to rent a car during the repair time of the vehicle. We advised that, under ******* Tort Law, rental reimbursement/loss of use is only reimbursable for the time period while ****************** vehicle is being repaired and only at reasonable and customary costs. We pay for repair time only. In addition, on 11/09/22, we sent the enclosed mitigation letter, describing our insureds responsibility to reimburse rental / loss of use expenses.

Case No.                      :           ********
Your File Name           :           *************************

Under the terms and conditions of our insureds policy with Ocean Harbor, we indemnify her for the amount that she is legally responsible for under tort law. Our insured is legally responsible for the damages incurred to a third party, resulting from an unintentional act by our insured, and said damages are subject to the claimants mitigation of his or her losses.

**************** provided us with a rental invoice for 2 days. If she has additional invoices, she may submit same for our review.

Our offer for Rental Reimbursement and Release will be sent to **************** shortly for $78.57,which represents 2 days at the rate **************** would have paid for a rental in her area, which is of comparable size, plus tax and surcharge. **************** rented a full size vehicle and her vehicle is a midsize vehicle. Additionally, **************** purchased insurance and paid private fees that are not our insureds legal liability; therefore, they will not be covered.

Upon receipt of the signed Rental Reimbursement Release, payment will be made.

Respectfully,

*****************
Claims Manager
***********************
Customer Answer
Date: 02/23/2023

Complaint: 19447128

I am rejecting this response because: Pearl Holding is aware from numerous phone calls and emails that the offer for $1205.** is NOT enough to cover the repairs. The adjuster has been sent numerous emails from me and the repair shop . My car is in the shop BECAUSE OF THEIR CLIENTS FAULT so why would I pay the difference in what they are offering and cost to repairs. Up into I file this complaint I only received one reply email (as seen in attached email confirmed log) now yesterday the adjuster sent email saying it is basically the shops fault that car has not been paid. Which is a lie because I saw where repair shop has emailed adjuster with the supplement and photos requested several times.
This response is basically a stall tactic to continue not to pay the claim. I spoke with shop rep this morning and he said he resent the photos again this morning for second time.
As far as rental cars. I had rental car two different times and rent for three days each. So Im confused how $78.** can be sufficient for rental reimbursement. Even if we used rates compact car that reimbursement amount would not equal as rental cars for compact is not $13 a day. Rental car rates are based on need and different at all times. Also I add insurance because I should have to use my insurance on a rental car. Legally I could of had a rental car the whole time I was without my car but I'm asking to be reimbursed for 6 days compared to 117 days I have not had a car. I will NOT BE ACCEPTING $78.** for 6 days of rental car.
Pearl Holding definitely DOES NOT operate in good faith because they know that the cost of repairs and rental car is only fair ESPECIALLY since I have been without transportation for 117 days.
Their game play is ignore calls and emails and when forced offer the bare minimum. Which is disgusting and I'm glad I don't have them as an insurance company. I look forward to the day they are not allowed to write policies in *******.

Sincerely,

*************************
Business Response
Date: 02/23/2023
PEARL HOLDING GROUP
P.O. Box 452799
***************************
_________________________________________________________________________________________
Date: February 23, 2023

BETTER BUSINESS BUREAU
SERVING SOUTHEAST *******
****************************************
***************, ******* 33407

RE:      Claim No                     :           S32W2915-02-76 PD
            Our Insured Name      :           **********************
            Case No.                      :           ********
            Your File Name           :           *************************
            Claimant Name           :           *****************************

Dear Sir/Madam:

I must respectfully submit reiterate that Ocean Harbor is entitled to a re-inspection of the vehicle, prior to any repairs being done, if supplemental damage is found upon tear down of the vehicle. The shop did send us an estimate; however, they did not provide us with photos of the supplemental damage prior to and after the damage was repaired. Upon receipt of the photos, we will write a supplement estimate based upon our determination that same is related to this loss.

Regarding rental reimbursement, **************** has provided us with only one rental invoice for 2 days. As previously stated, if she has additional invoices, she may submit same for our review.

Our offer for Rental Reimbursement and Release will be sent to **************** shortly for $78.57,which represents 2 days at the rate **************** would have paid for a rental in her area, which is of comparable size, plus tax and surcharge. **************** rented a full size vehicle and her vehicle is a midsize vehicle. Additionally, **************** purchased insurance and paid private fees that are not our insureds legal liability; therefore, they will not be covered.

Upon receipt of the signed Rental Reimbursement Release, payment will be made.

Respectfully,

*****************
Claims Manager
***********************
Customer Answer
Date: 02/23/2023

Complaint: 19447128

I am rejecting this response because:If you look at the attached log of email I have sent to adjuster you will see both rental receipts and confirmation from your system that emails was received. Stop spending time jacking me around and ask the original adjuster for the receipts. If you spend just as much time lying on your responses as doing your job then you would see that the receipts are there. And the one rental receipt that you only claim to see has 3 days of rental on it. Not two.

This is respectfully ridiculous that I have to fight to get my car paid for and rental reimbursement. Look at the screenshot of email logs and stop jacking me around with bull replies. The collision center has sent all photos to you over and over. You might want to ask the original adjuster for the shop's email also.
If your job is to fix what your adjuster has felled to do then not doing a good job.
You want a NON-client that is the viticim to do your adjuster's job.

Sincerely,

*************************
Initial Complaint
Date:02/17/2023
Type:Sales and Advertising 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.
Hello, I files a claim with my insurance company when my car got stolen in January. I think January 27th to be exact. I purchased my car from carmax on December 10th 2022. The car was later found by ************************* on feb 3th. The car was damaged when it was retrieved, I was able to go to the towing yard provided to me by the policy department and took photos of the damages for record keep. I have photos if needed they insurance company emailed me the settlement on Feb 16th that the car is now deemed a total lost. and then are only pay ********. The car was purchased for *********. I have not had the car not even a full 60 days they are attempting to say that the car had prior damages, that is not true. the car was in perfect condition as the day I purchased it. I do not want a payout for this car I would like them fix the car.Also the car is being finance for the amount I purchased it for they will not be able to get the title I dont know why they won't repair it
Business Response
Date: 02/24/2023
PEARL HOLDING GROUP
P.O. Box 452799
***************************
_________________________________________________________________________________________
Date: February 24, 2023
BETTER BUSINESS BUREAU
SERVING SOUTHEAST *******
4411 ******************************************************************************************; 33407

RE:      Claim No                     :           S3312521-01-81 COLL
            Our Insured Name      :           PETA ***************************
            Case No.                      :           19422724
            Your File Name           :           PETA ***************************

Dear Sir/Madam:

I must respectfully submit that Ocean Harbor has deemed Ms. ********* vehicle to be a Total Loss. The value of Ms. ********* vehicle is $12,036.83, including sales tax and tag transfer fee, based on the enclosed CCC Report. We sent our revised offer, upon obtainging additional information on Ms. ********* vehicle, on 02/23/23 for 100% of this amount, less a $1,000 deductible, and less excessive tow and storage charges above the $300 provision for same of $200.35, netting $10,836.48. Under the terms and conditions of Ms. *************** Part IV-Coverage for Damage to Your Covered Auto, Page 15, Limit of Liability, Section D., she is entitled up to $300 reimbursement for towing and storage.

Regarding the value of the vehicle, the CCC report is a report that is standard in the industry and has been recognized by insurance companies as a tool to determine the true market value of the vehicle. The ********** of ********* Services has accepted its use as a tool for insurance companies to determine the market value of a Total Loss. ******************** vehicle is a 2016 ******* **************** with over ******* miles on the odometer.

As stated above, Ms. ********* policy is subject to a maximum of $300 for storage and towing. From the onset of this claim, which occurred on 01/27/23 and was reported on 01/28/23, ******************** was informed of our storage procedures, and we had offered to move the vehicle to a storage free facility without charging her for the tow. In addition, on 02/01/23, we sent the enclosed Stop Storage letter, which explains our storage procedures and the maximum limit of $300 for storage and towing, as well as offering again to pick up the vehicle and bring it to a storage free facility with no additional cost to our insured.

Once we receive the Total Loss documents, the Title, and the executed Proof of Loss,we will issue payment.

Should ******************** find our assessment to be unacceptable, we are invoking the appraisal clause of the policy. Our appraiser will be **************************** Ocean Harbor. **************** is an employee of Pearl Holding Group, the managing general agent of Ocean Harbor Casualty. If she chooses to do so, she must select an appraiser and have said appraiser contact *************** at ************* to select an umpire. ******************** received a copy of her policy at inception of her coverage, in which, she will find the Appraisal Clause under Part IV-Coverage For Damages to Your Covered Auto.

Respectfully,

*****************
Claims Vice President
**********************
Customer Answer
Date: 02/24/2023

Better Business Bureau:

I have attach the Buyers Order to show the total amount financed at the time of purchase. In order to released the titled held by the financing bank the full amount would have To be paid. The paperwork shows no gap insurance purchased therefore the amount the car is being valued is not sufficient to close the debt owed.

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is dissatisfactory to me.

Sincerely,

Peta-*************************
Business Response
Date: 02/27/2023
PEARL HOLDING GROUP
P.O. Box 452799
***************************
_________________________________________________________________________________________
Date: February 27, 2023
BETTER BUSINESS BUREAU
SERVING SOUTHEAST *******
4411 ******************************************************************************************; 33407

RE:      Claim No                     :           S3312521-01-81 COMP
            Our Insured Name      :           PETA ***************************
            Case No.                      :           19422724
            Your File Name           :           PETA ***************************

Dear Sir/Madam:

I must respectfully submit that the value of Ms. ********* vehicle has been revised by the additional information she provided to us to be $13,563.23,including sales tax and tag transfer fee, based on the enclosed CCC Report. We sent our revised offer today for 100% of this amount, less a $1,000 deductible, and less excessive tow and storage charges above the $300 provision for same of $200.35, netting $12,362.88. Under the terms and conditions of Ms. *************** Part IV-Coverage for Damage to Your Covered Auto, Page 15, Limit of Liability, Section D., she is entitled up to $300 reimbursement for towing and storage.

Regarding the value of the vehicle, the CCC report is a report that is standard in the industry and has been recognized by insurance companies as a tool to determine the true market value of the vehicle. The ********** of ********* Services has accepted its use as a tool for insurance companies to determine the market value of a Total Loss. ******************** vehicle is a 2016 ******* **************** with over ******* miles on the odometer.

As stated above, Ms. ********* policy is subject to a maximum of $300 for storage and towing. From the onset of this claim, which occurred on 01/27/23 and was reported on 01/28/23, ******************** was informed of our storage procedures, and we had offered to move the vehicle to a storage free facility without charging her for the tow. In addition, on 02/01/23, we sent the enclosed Stop Storage letter, which explains our storage procedures and the maximum limit of $300 for storage and towing, as well as offering again to pick up the vehicle and bring it to a storage free facility with no additional cost to our insured.

Once we receive the Total Loss documents, the Title, and the executed Proof of Loss,we will issue payment.

Should ******************** find our assessment to be unacceptable, we are invoking the appraisal clause of the policy. Our appraiser will be **************************** Ocean Harbor. **************** is an employee of Pearl Holding Group, the managing general agent of Ocean Harbor Casualty. If she chooses to do so, she must select an appraiser and have said appraiser contact *************** at ************* to select an umpire. ******************** received a copy of her policy at inception of her coverage, in which, she will find the Appraisal Clause under Part IV-Coverage For Damages to Your Covered Auto.

Respectfully,

*****************
Claims Vice President
**********************
Initial Complaint
Date:02/16/2023
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.
Filed a claim 5 days ago still no adjuster not at fault and with out a vehicle.No calls or updates just sorry you havent been assigned and adjuster yet.*************************** Claim Number S3320947
Business Response
Date: 02/17/2023
PEARL HOLDING GROUP
P.O. Box 452799
***************************
_________________________________________________________________________________________
Date: February 17, 2023
BETTER BUSINESS BUREAU
SERVING SOUTHEAST *******
4411 ******************************************************************************************; 33407

RE:      Claim No                     :           S3320947-01-81 COLL
            Our Insured Name      :           ***************************
            Case No.                      :           19416703
            Your File Name           :           ***************************

Dear Sir/Madam:

I must respectfully submit that Ocean Harbor has not completed its investigation of this loss. This loss occurred on 02/13/23 and was reported to us the same day. Today, we sent our insured a drivers statement request to be completed and returned to us. We need to obtain a copy of our insureds statement and/or long form police report in order to help determine coverage.

Today,we also sent our Stop Storage letter that explains alternatives to having Ms.******** ******* inspected and our storage procedures that includes an explanation of the $300 maximum for storage and towing. We informed her that we could send her a link to snapsheet to send us photos of the damage, bring her ******* into one of the shops on the list of shops in the Stop Storage letter to have the ******* inspected, or she could request an appraiser to come out and inspect her *******.

As of today, we have not received the necessary information to make a valuation of damages or to determine coverage. At such time that additional facts are received which enable us to evaluate the damages and confirm coverage, we will attempt to resolve all claims.

Respectfully,

*****************
Claims Vice President
**********************
Customer Answer
Date: 02/23/2023

Complaint: 19416703

I am rejecting this response because:
I was not asked to submit a drivers statement or police report until Friday 2/17/23 96 hours (4 days) after the accident was reported (mind you I had to keep calling and bugging the phone line just for them to tell me that I was never sent a drivers statement or police report). I have never been in an accident before this should have been explained to the person I made the claim with. I have made several attempts to submit my drivers statement and police report to chbanks@pearlholding with little to no response one of the emails I received from this individual was literally "?" a question mark. A completely unprofessional response to some one who has been insured by you guys for 4 years. These attempts were 2/17/23 @ 2:32pm, 2/17/23 @ 2:34pm, Saturday morning I replied to the same email 2/18/23 @ 8:40 am please let me know what else you need that is when I got the "?" response. Then Tuesday 2/21/23 @ 7:25am ***************************** replies to the same email thread I sent drivers statement please fill out and return after I had already sent it to her so I sent it again 2/21/23 @11:53am. Then I was sent the same thing on Wednesday 2/22/23 to send the drivers statement and police report a 3rd time? for what reason I don't know this email stated that I needed to send my drivers statement and police report to *************************************************************** why was I NOT told to send it there in the first place). So again I send my drivers statement and police report for the 3rd time!! to ************************************************************* & ****************************************************** this again 6 days after I initially sent it. I was never sent a snapshot to send photos of the vehicle at all that is completely false and if so why didn't you asked me 3X for photos like you did for the drivers statement and police report? How can I bring my vehicle into a shop if the person that rear ended me completely totaled my vehicle and it is non operational?
I called and I was told someone was going to pick my vehicle up @ Harrys towing and that I would take another business week to assess the damages.
As of today I have sent my drivers statement and police report 3 times to pearl holding and as of 2/23/23 I am going to email pictures of my vehicles damage to ************************************************************* & ****************************************************** because this is the first time I am hearing about sending in pictures of my vehicles damage. Poor communication & unprofessionalism
Sincerely,

***************************
Business Response
Date: 02/28/2023
PEARL HOLDING GROUP
P.O. Box 452799
***************************
_________________________________________________________________________________________
Date: February 28, 2023
DISPUTE RESOLUTION SUPERVISOR
BETTER BUSINESS BUREAU
SERVING SOUTHEAST *******
4411 *************, SUITE 4
***************, ******* 33407

RE:      Claim No                     :           S3320947-01-81 COLL
            Our Insured Name      :           ***************************
            Case No.                      :           19416703
            Your File Name           :           ***************************

Dear Sir/Madam:

I must respectfully submit that Ocean Harbor has deemed Mr. ******** vehicle to be a Total Loss. The Total Loss value of his vehicle, based on the enclosed CCC Report, is $9,009.63, which includes sales tax and tag transfer fees, less a current condition adjustment for prior,unrelated damage of $1,077.80 and less $361 for major wear and tear to the interior of the motor vehicle, for a net of $7,570.83. Our offer sent today is for 100% of this amount,less a $500 deductible, and less excessive tow and storage charges above the $300 provision for same of $430.34, netting $6,640.49. Under the terms and conditions of Mr. ******** policy, Part IV-Coverage for Damage to Your Covered Auto, Page 15, Limit of Liability, Section D., he is entitled up to $300 reimbursement for towing and storage. Enclosed is a copy of the estimate for prior, unrelated damage to Mr. ******** auto of $1,077.80.

Regarding the value of the vehicle, the CCC report is a report that is standard in the industry and has been recognized by insurance companies as a tool to determine the true market value of the vehicle. The ********** of ********* Services has accepted its use as a tool for insurance companies to determine the market value of a Total Loss. The Totaled vehicle is a **** Chevrolet Silverado **** LS Extended Cab, with over ******* miles on the odometer and prior,unrelated damage.

As stated above, Mr. ******** policy is subject to a maximum of $300 for storage and towing. From the onset of this claim, which was reported on 02/13/23, he was informed of our storage procedures, and we had offered to move the vehicle to a storage free facility without charging him for the tow. In addition, on 02/17/23, we sent the enclosed Stop Storage letter, which explains our storage procedures and the maximum limit of $300 for storage and towing, as well as offering again to pick up the vehicle and bring it to a storage free facility without additional cost to *******************

Once we are in possession of the vehicle, with keys, the Total Loss documents, a lien-free Title, and the executed Proof of Loss, we will issue payment.

Should ****************** find our assessment to be unacceptable, we are invoking the appraisal clause of the policy. Our appraiser will be ***************************, Ocean Harbor. **************** is an employee of Pearl Holding Group, the managing general agent of Ocean Harbor. If he chooses to do so, he must select an appraiser and have said appraiser contact **************** at ************** in order to select an umpire. He received a copy of his policy at inception of his coverage, in which,he will find the Appraisal clause under Part IV Coverage For Damage to Your Covered Auto.

Respectfully,

*****************
Claims Vice President
**********************
Customer Answer
Date: 03/09/2023

Complaint: 19416703

I am rejecting this response because:

How is your company still in business completely unprofessional staff. I have been with out a Vehicle for almost a Month now. You guys lie and say you contacted my *********** and they they never called you back it took me to call my finance company to call my finance company mind you someone answer the phone within 2 minutes and to call ocean harbor and put them on 3 way just to expedite the process because had i not i would have taken even longer because you guys are worthless. Now i ask for an update on my claim they say they are waiting on the LOG my Bank sent that to you guys on Tuesday you guys say you never got it? What is going on this not supposed to be this difficult i have been with out a vehicle for almost a month and i demand this gets resolved now and i demand i get full value of my vehicle and you guys waive my deductible for taking this extremely long time. You guys havent even send my bank the money yet to get my title for this card what is taking so long why are you guys so unprofessional why have i been with out a vehicle for almost a month now.

Sincerely,

***************************
Initial Complaint
Date:02/08/2023
Type:Sales and Advertising 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.
On September 22, 2022 my car broke down on I4 I had to get AAA to bring my car home. Then since that date hadn't gotten it fixed until January 2023. I had attempted multiple times to get in contact with pearl holding but got bounced around to windhaven then back to them or even just hung up on. Finally on around December 22nd 2022 I was able to finally get in contact with someone to stop the payment but they refused to return my money. That same day I got in contact with ***** and they reversed the charges. When I got my car back in working order they refused to even cover me again stating I had to pay them so I went with another company and I thought that was the end of that. ***** then reversed their credit and took money I don't have out even adding a late fee despite it being their fault its overdraft. This is February 8th 2023, I didn't even know their was this issue still on going. I contacted chase and they said that pearl holding had the money this whole time and that they just reversed their credit and directed me to you.
Business Response
Date: 02/09/2023
The fact that ************************ vehicle broke down does not void payment on her insurance policy. At no time did she contact us in writing, requesting cancellation. The policy expired on 01/21/23. We are entitled to her October and November installment payments, even though she attempted to have them charged back by her bank. Insurance would have carried over to a temporary substitute vehicle if she had wished to obtain one. Nevertheless, she cannot arbitrarily and retroactively cancel her policy, nor can the policy be cancelled without a written request to do so.
Customer Answer
Date: 02/10/2023

Complaint: 19370032

I am rejecting this response because:
I did contact them by telephone multiple times. If they look into the policy it was officially canceled when I finally got a hold of them after months of trying. They never once told me I had to write in anything.
They aren't even acknowledging the fact that I finally got to speak to someone and they kept trying to bounce me to windhaven.
I Even got hung up on attempting to speak with them. I tried resolving the issue with just them.

Sincerely,

***************************
Business Response
Date: 02/14/2023
We always explain to the insured that we cannot act upon a phone call to cancel a policy. Her policy even states she needs to request cancellation in writing. ************************ policy, P0200386500-06, never cancelled, it expired when it came to full term.
Additionally, we have nothing to do with Windhaven. Perhaps she was speaking about her agent, but definitely not Ocean Harbor.

Customer Answer
Date: 02/14/2023

Complaint: 19370032

I am rejecting this response because:
They have recordings of phone calls that proves i spoke to someone and they advised me the policy was canceled. Also would prove they aren't being truthful. It says before the start of speaking to someone calls are recorded.

Sincerely,

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

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Pearl Holding Group, Inc. is NOT a BBB Accredited Business.