Complaints
This profile includes complaints for Florida One Insurance Agency, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 10 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:02/15/2025
Type: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.
Having canceled my insurance policy as of 9/27/2024. and having detected unauthorized charges to my account, for the amount of $1,202. Attached are the supporting documents evidencing my legitimate right.
Business Response
Date: 03/18/2025
Hello, this client ******** ******* was writing to me about having canceled his policy since September 27, 2024 and we charged him. I'm going to put here each email we were talking about and I attached all the information so you can understand.
first email that he sent me : Having canceled my insurance policy as of 9/27/2024. and having detected unauthorized charges to my account, I hereby demand that within one business day of receipt of this email, you proceed with the reimbursement of the amount of $1,202. This constitutes the final communication prior to the initiation of legal action.
Attached are the supporting documents evidencing my legitimate right.
I Answered: Good morning, Geronimo, I was reviewing your file and we don't have any request of cancellation, Please let me know what is the best number to contact you because I contacted you to both number on file and both numbers are not available, Thank you and have a nice day.
2nd email he sent: Hi. Its attached to this email. I Am not living in the *** any more. Si proceed to reimbursement ASAP! I attached the document
I attached here the document that he sent me that is national general policy cancellation notice , company let him know was processed the cancellation because he opened a new policy with ocean harbor with us and not renewed national general, so at this moment his confirmed with me he is talking about his national general policy and that is the reason in the previous email i answered that I can't see any cancellation processed in ************ because was active at that moment because he didn't renew national and opened ************
I answered : I reviewed the document that you sent, is correct that is the cancellation for your national general, but the policy never was renewed and the company never charge you, if you have a charge for this company sent me the bank statement to review with the accounting department, make sure shows National general , maybe you are confused because you have another auto insurance policy with Pearl ******* since the same date.
He never answered back or send me any bank information as I asked , How He sent me the national general cancellation notice ,I reviewed his national general and i attached the proof here that never was charged for national general and the amount that national general supposed to charge him was different amount., If you check my last email I asked him confirm the bank statement shows is National general and not his new insurance with ocean harbor because I know he was confused .
After open this complain and check the imagen that uploaded by the customer I was able to confirm that he was confused and the payments he was seeing were from his new policy and not from his policy with ****************. I'm attaching the Ocean payments so you can see that they are the same amounts reflected in his bank.
But how you can see he never answered me back with the requested information to help him to explain to him and so he could verify that he was confused thinking that the policy he had requested to cancel was not the one that would charge him, it was his new insurance company.Business Response
Date: 03/18/2025
I am sending in different emails the imagine that I explained int the previous email for ******** ********** complaing.Business Response
Date: 03/18/2025
I am sending in different emails the imagine that I explained int the previous email for ******** ********** complaing.Initial Complaint
Date:01/02/2025
Type: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.
I paid for 6 months of car insurance in Sept. 2024. ****** Cancelled in Nov 17, 2024 They said a reimbursement for balance of ****** was being issued in 1 week I still have yet to receive the $400 check and it's been 4 weeks waiting!Business Response
Date: 01/28/2025
Good afternoon thank you for contacting us regarding this matter. After reviewing the account we see that there was a refund check mailed out when the policy was first cancelled. However the refund check was not received by the client because the mailing address was missing the apartment number. Upon being notified that the mailing address was incorrect we contacted the carrier to correct the address and issue a new refund check to the insured on December 27th, 2024. We were informed by the carrier that this process could take about 30 days because they would need to wait to confirm that the check would not be cashed to void it and issue a new check. Once again we have spoken to the insurance carrier and they have notified us that a new refund check has been issued out from their processing facility in ******** the check number provided to us is ********, the client should receive this check at the beginning of the following wee. Please let us know if you have additional concerns, thank you.Customer Answer
Date: 01/31/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** *******Initial Complaint
Date:07/03/2024
Type: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 ********* am writing to seek assistance in resolving an issue with my auto insurance policy. Here are the details of my situation:On 12/28/22, I purchased a Corolla and added an insurance policy for the vehicle. *****************************, the insurance agent, advised me to exclude my husband from the policy because he did not have a Florida driver's license.On 3/20/23, I requested that ****** add my husband to the policy. On 6/24/23, I asked ****** to confirm this addition, as I had not noticed any increase in the policy price. ****** replied that he was unsure and would check. Due to ******'s lack of response, I called him on 6/26/23. He declined my call but responded via WhatsApp, asking for my husband's level of education and stating "got it." On 8/28/23, I sent ****** a voicemail stating that my husband had been added to the insurance and requested him to include the Grand Caravan my husband had just purchased. ****** did not confirm, so I called Progressive and added the car myself.On 6/12/24, my husband's car was damaged due to flooding, and Progressive denied the claim, stating my husband was listed as "excluded" on the policy. They advised that Florida One needs to write a letter to Progressive to correct this. However, Florida One has refused, resulting in Progressive not paying for my claim.The same week, I contacted ******. He was very upset about his mistake and apologized. I asked to speak with his supervisor, who said she would call Progressive. Since then, the supervisor has stopped responding to my calls.This situation arose due to the negligence and lack of communication from *****************************. I am seeking the BBB's assistance in facilitating a resolution to rectify this issue and ensure that my insurance claim is processed.Thank you for your time and assistance.Sincerely,*****************************Business Response
Date: 08/09/2024
All the information was submitted to the insurance company andthe claim is being processed, insured has been contacted by our office.Customer Answer
Date: 08/13/2024
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:11/27/2023
Type: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.
On October 2023 I made a phone call to Florida One Insurance ************ (******* branch) asking for add an additional driver (my son) to the car policy with Nationwide. They told me it was an additional monthly payment for around $200 and I agreed on add my son as a driver. The next month I received an email from Nationwide and the additional payment was no for $200 but $700 a month! Florida One don't want to fix this matter and I asked for the recorder conversation made at the time of my confirmation but they told me there is not a recorder conversation and it is a lie because they let the customer know about the recording conversation on every call. If I would know that it was cost an additional $700 I would not take that option.Customer Answer
Date: 11/28/2023
The issue was already fixed.
Thanks, no more actions needed
Business Response
Date: 11/28/2023
Customer already aware why the company charge extra $691 for add his son , he call us on 10/11/2023 to add his son. The extra pro rated cost is calculated extra $230 monthly, but he paid the complete amount in his November payment because his payment for oct was already due and the company Nationwide can't change the amount due in that month and in December is his renewal payment , so the company add the extra amount in his November payment because is the only next amount for that policy period, customer already knows and he understood.Initial Complaint
Date:08/21/2023
Type: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.
Florida One Insurance informed us our policy with United was being canceled as of 8/31/23. We were informed we were not being charged an additional month. On 8/21/23 we were charged by United via autopay. On 8/21/23 we called Florida One and spoke with ******** and we were told cancelling the autopay was something they forgot to do. They are now unwilling to help us get our money back.Business Response
Date: 09/06/2023
Cancellation was already processed on august 31 , United Auto Insurance Company is processing her refund.Customer Answer
Date: 09/07/2023
Complaint: 20501940
I am rejecting this response because:united Is not processing a refund.
Theure claiming I cancelled the policy so there is now a fee. This would not be the case if Florida One had done their job right in the first place.
Sincerely,
*******************************Business Response
Date: 09/12/2023
The company is charging some fee because UAIC process cancellation with the pro-rate method, like others insurance company, we processed the cancellation with the effective date 08/31/2023 because is the new insurance is effective in that date , which is the right way to process a cancellation, I uploaded the cancellation form signed for the customer accepting 08/31/2023 as the cancellation effective date and the proof of new insurance that she sent to us showing the same day that the new insurance was effective. Even if the customer does not agree with the charged fees and the refund, Is the correct way to process a cancellation in the state of Florida, and insurance companies in Florida have different ways of calculating reimbursement which is mentioned above.Initial Complaint
Date:01/23/2023
Type: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.
Paid $419.43 Refunded $106.07 No disclosure or help from any customer reps.Was told I would receive a full refund. Now that I call, they tell me they cant and wont and theyre not the party responsible as theyre a middleman for the business they conduct.Business Response
Date: 02/22/2023
Page number 4 on the application was signed which mentions the insured understands he may only received back a portion of the premium. One again we are truly sorry for any inconvenience.Initial Complaint
Date:11/07/2022
Type: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 been paying my car insurance on time every month. A month and a half my rims and tires were stolen off of my car. I filed a claim with them and they continue to put me off. Every time I call I can't get any answers.Business Response
Date: 12/06/2022
Claim was paid and closed 12/01/2022Initial Complaint
Date:10/03/2022
Type: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.
Florida ONE Insurance Agency owes my deceased mother a refund, every time I speak with someone they either say the checks in the mail, or they need more info? By Law they have to refund. Attached are copies of all information that I have sent them. This is the phone numbers I have called and spoke with representatives ************ (underwriting) and ************ main number. I have tried to resolve this on my own, but it's not working.Business Response
Date: 10/18/2022
United auto issued a refund on 09/29/2022 for $113.86.Customer Answer
Date: 10/18/2022
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,
***********************
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