Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/13/2024

  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.

  Many days prior to my insurance renewal I was emailing my agent her name is ***********************************. I was asking her, my renewal price and my monthly prices for this upcoming renewal. My current policy expires on March 18th, 2024. Today is March 13, 2024. The amount of ****** was taken out of my account and my balance is now in the negatives. In the emails we exchanged I clearly asked her what DATE I have to make that payment. She replied March 18th, 2024. When I take a look at my bank account the amount for ****** has been withdrawn from my account TODAY march *******. I call univista to get more clarity as in why I got charged today instead of March 18th when my policy expires. I wanted a refund today march 13,2024 and call on Monday March 18,2024 to make the payment for my renewal since I was not aware a payment was going to be taken out today march 13,2024 since like I stated I asked *********************************** when did I need to make that payment and she replied in email March 18,2024! To start things off, I was told by *********************************** that I need to find another insurance company and that I can no longer be with univista. Mind you I didn't sign anything. She was very rude and was unable to help me in any way not even by correctly explaining to me how I got charged today instead of the day my policy expires. In the beginning of my current policy I specifically told ****************** authorize monthly payments but I do not authorize renewal payments because obviously I need some time to think if I am going to stay with this insurance company or not. I asked to get transferred to a supervisor and her name was ****** *****. She was no help at all as well because when I asked her to please give me the pho[ne number of her supervisor or the main headquarters of the company she said that she does not have that information available and to go to ******* Overall this experience was very horrible and the above mentioned were very unprofessional.

  Business Response

  Date: 03/13/2024

  Good afternoon;

  We are located at **********************************, we do not have any agent by the name of ***********************************. Univista Insurance has 198 offices around the entire ****************. Clearly this person went on ****** and found which ever office was first to set the complain. Please disregard this complain against AAM INSURANCE since we have nothing to do with this client and clearly it has the wrong office.

• Initial Complaint

  Date:09/05/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint against Univista Insurance Services for their refusal to cancel my car insurance policy effective from the date I sold my vehicle. I have provided them with a Bill of Sale (attached) as proof of the transaction, but the company is insisting on additional documentation. Specifically, they are requiring proof of either surrendering my license plate or transferring it to another vehicle.I find this requirement to be unreasonable and burdensome. I intend to keep my license plate for a future vehicle and do not see the necessity of continuing to pay for car insurance in the interim, especially when I no longer own the car. Furthermore, the vehicle has already been insured and registered by the new owner, thereby eliminating any liability on my part.I believe that the Bill of Sale should be sufficient proof for the cancellation of my insurance policy. I am seeking your assistance in resolving this matter promptly and would like Univista Insurance Services to allow for the cancellation of my policy from the date of the vehicle sale.

  Business Response

  Date: 09/06/2023

  Good afternoon,

       We are not trying to refuse to cancel your policy, we need the information requested by the company in order to cancel your policy but you have not provided such information, that bill of sale sent by the customer it does not look like a real bill of sale at all, but we will send it to the company for them to review it, if it is approve the company will go ahead and cancel the policy, and send any refund accordingly. We emailed you which address to send the refund if any by the company, we have not received any response from the client. Also a cancellation was sent via email to be sign and the client has not been cooperative at all. We also asked you for the proof of insurance the currently vehicle has and you refuse to send us any information regarding it, all you sent was a bill of sale made on a Word document, the company receives many bill of sales daily and your unfortunately yours does not look like one. Companies has guidelines that need to be follow in order to be in compliance with them. 

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20560109
  
  I am rejecting this response because:
  

  The response from the business does not adequately address the concerns raised in my initial complaint and includes both irrelevant and incorrect assertions. It is crucial to note that my written cancellation request, accompanied by the Bill of Sale, was submitted subsequent to my complaint to the Better Business Bureau. I have promptly responded to all subsequent communications from the company within a matter of hours, thereby rendering any claims of non-communication on my part demonstrably false.
  
  While it appears that my written cancellation request has been accepted, this was never the crux of my complaint. My primary concern stems from a prior telephonic conversation with a company representative, during which I was informed that the sole acceptable documentation for policy cancellation would be proof of either surrendering my license plate or transferring it to another vehicle. I find this requirement to be not only unfair but potentially exploitative, as it may discourage individuals from canceling their policies, thereby forcing them to continue paying for insurance on a vehicle they no longer own. Regrettably, the representative was not amenable to further discussion on this matter.
  
  I am engaging the Better Business Bureau's services as I believe this practice contravenes fundamental principles of fairness, transparency, and customer service. I respectfully request a comprehensive investigation into this issue and advocate for the implementation of appropriate remedial measures. This may include modifications to the company's cancellation procedures and potential reimbursements for customers adversely affected by this policy.

  Sincerely,
  
  ***********************

  Business Response

  Date: 09/07/2023

  It is very disappointing as an agent to see a client attempting to cheat the system knowing this is illegal and unlawful. The cancellation submitted by the insured is false. The client submitted a document showing a vin number *****************. That vehicle belongs to a **** ****** WHITE not red, and its a **** not a **** ****** red like the client submitted. Clearly the *** could not make such mistake because they have the accurate information, also the *** could not generate that document without the purchaser's signature (attached all supporting documents).

  The cancellation document were submitted in process to be review by the company. If there is any refund, as the client already knows, the company will issue a check directly to the address in the policy, they do not send any premium left back to the card used in the past, no exceptions made. I am glad the customer called the company to find out their rules and guidelines, that proves the agency were doing the legitimate and correct steps.

  Also in the future when another policy needs to be cancelled, the customer can send what needs to be sent in order to cancel a policy not an edited document from ********* Word. Again the companies has guidelines approved by the **************** to follow in any case such as cancellations, renewals etc.  

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20560109
  
  I am rejecting this response because:
  

  The response provided is, once again, completely unrelated to the concerns raised in my initial complaint. I would like to emphasize that the core issue pertains to events that transpired before my written communication with the company.
  

  Additionally, I have reviewed the submitted document and rectified an inadvertent error concerning the car's year. I believe it is essential for our interactions to remain professional, and as such, I will not engage with unfounded accusations or claims.
  

  Sincerely,
  

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