ComplaintsforThe Responsive Auto Insurance Company

• Initial Complaint

  03/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 18 2023 I contacted ******** Insurance an agency that works with Responsive Auto Insurance and I sent a cancellation form signed and proof of new insurance as per the request of ******** agent *********************** because I was not feeling at ease I had no good feeling to be ensured by them so I looked up another Insurance company and I got Start Casualty and started working with them immediately on 12/18/23 I asked *********************** for my refund and she ignored my text messages I called her and she told me to send her an email of the declaration page of my new insurance company and I did. Then she text me after I sent her that asking me for the same proof and I responded I already sent her I wanted my money and I already sent her what she requested she called me over the phone and told me the company will process refund in 3 days but they never gave me back my money and never provided me with no service I never received insurance cards or any service from them because I went to Start Casualty Insurance and is being my insurance company since 12/18/2023 so my bank account has been affected negatively I have been charged $102 in OVERDRAW FEES and they refuse to give me back my money when they know I was not in business with them they both DEL TORO AND RESPONSIVE AUTO INSURANCE both of them have been very sneaky and unprofessional they way they have address me even when I ask for a manager they refused to put one or have one call I even asked them to send their insurance company refund protocol in writing and they are saying they cant and they not giving me back my money they have received twice the information they asked me to cancel the policy effective immediately in 12/18/2023 and on 3/13/2024 the got the cancellation form and Declaration Page and they are not giving me back my money $131.19 PLEASE HELP ME GET MY MONEY BACK. It might not be much for others but is a lot for me it means food on my table is money that I need to survive not for luxury. PLEASE HELP.

  

  Business response

  03/18/2024

  Good morning. We hope you are well.

  The customer in question purchased a policy in advance with an inception date of 12/18. We received the customer's complaint from the ******************** on Friday, March 15, 2024. Prior to that point, we were not aware of this issue, nor were we provided any documentation of the matter. 

  All of that said, the policy in question went into effect. While this may seem to be a minor period (one day), it is not minor to Responsive Auto. We incurred costs as a result of activating a policy. Whether for one day or for the full policy term, the customer's policy was active. ******************** Auto provided coverage to this customer. It appears that, notwithstanding the fact that the policy went into effect, the customer disputed the single legitimate payment made to Responsive Auto. The payment provider is continuing their investigation into this matter.

  As a result of the payment in dispute, Responsive Auto is not able to offer a refund or any other outcome at this time. If we were to provide a refund, Responsive Auto would be providing our own funds to the customer. While we are happy to offer a refund if the customer drops their dispute of the charge, we are by no means required to do so. The terms of our policy are very clear, and the customer's acceptance of our policy and its terms entitle Responsive Auto to keep a short-rate cancellation on this policy. Responsive will be happy to forgo those funds. However, until the conclusion of the payment investigation (which we believe we demonstrate that a legitimate charge was made), we are not able to provide a refund. 

  Customer response

  03/18/2024

   
  Complaint: 21439965
  
  I am rejecting this response because:

  Responsive & Del Toro Insurance had the information on perfect timing calling Responsive & ******** has been a pin pon game ******************** first said they didnt have to refund the money that was ******** and viceversa this very disgusting unprofessional definitely their lifestyle of business we had to go tru the bank to try get our money and as you can see this is how the account is. Theres no way they can say they didnt know about this we ask for manager & they refused to have one get on the phone or at least to return the called. We asked them to send their refund policy in writing and they responded they cant do that WHY? Since December 18th, 2023 Im asking them for my refund and for their writing refund policy. I RESEND the same documents I sent to them in December 18th again on March 15th 2024.  Why would they not have supervised customer service or management involved in the situation we are going tru this since December.  I dont wish no evil on nobody & in this case I know Divine Retribution is going to manifest in every single one of the people involved from DEL TORO & RESPONSIVE AUTO INSURANCE. Because they scammers and white-collar crime organizations that abuse the elderly. They might wont give me my $131.19 but they going to pay the Most High even more than that and in every area of their lives they will remember me and this $131.19 So they wont do this garbage to anyone else again in ***** Name. Im not crazy but I know they took my money from me when they KNEW they didnt have to do so. God aint to be mocked theyll reap what they sawed. 

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

  

  Business response

  03/18/2024

  Thank you again for your input. We have researched the payment which you disputed. Responsive won the dispute, demonstrating that you, our former customer, purchased the policy legitimately. You owed Responsive the payment that was made. 

  While Responsive is under no legal obligation to provide a full refund, we will do so today. 

  Have a pleasant day. 

  Customer response

  03/18/2024

   
  Complaint: 21439965
  
  I am rejecting this response because:d in every area of their lives they will remember me and this $131.19 So they wontResponsive & Del Toro Insurance had the information on perfect timing calling Responsive & ******** has been a pin pon game ******************** first said they didnt have to refund the money that was ******** and viceversa this very disgusting unprofessional definitely their lifestyle of business we had to go tru the bank to try get our money and as you can see this is how the account is. Theres no way they can say they didnt know about this we ask for manager & they refused to have one get on the phone or at least to return the called. We asked them to send their refund policy in writing & they responded they cant do that WHY?  Why would they not have supervised customer service or management involved in the situation we are going tru this since December.  I dont wish no evil on nobody & in this case I know Divine Retribution is going to manifest in every single one of the people involved from DEL TORO & RESPONSIVE AUTO INSURANCE. Because they scammers and white-collar crime organizations that abuse the elderly. They might wont give me my $131.19 but they going to pay the Most High even more than that an do this garbage to anyone else again in ***** Name. Im not crazy but I know they took my money from me when they KNEW they didnt have to do so
  
  Sincerely,
  
  *****************************

  

  Business response

  03/18/2024

  We have completed our review of this matter.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During the time and the with the numerous attempts Ive made to contact and receive answers from this insurance to get this matter resolved, I have been ignored and blown off each time. There has been no attempt from them to ease my frustrations nor any attempts to discuss compensation. Meanwhile my stress has continued to pile up because of the unknown. I've also had to obtain transportation to and from work (rental vehicles and rides from family members) so that this situation wouldnt affect my employment any further.

  

  Business response

  01/23/2024

  ****************** reported the accident to Responsive Auto on Saturday, 1/6/2024. Our representative advised ****************** on 1/6/2024 that the adjuster, ****** ******, would be contacting her the following week. ****************** called the office on 1/11/2024 and spoke directly to her adjuster, ****** ******. ****** advised ****************** on 1/11/2024 we had a coverage issue as the driver of our vehicle, **************************************, is not on our policy. As we believe this is a relative of our insured, we are attempting to determine whether that person is afforded coverage under our policy. ****** also advised ****************** that her vehicle was declared a total loss and he would contact her as soon as he had an update related to the coverage issue. ****** explained he would be attempting to clear coverage. He also advised her that, at that time, it would be fastest for ****************** to proceed with a damage claim through her carrier. ****************** advised ****** ****** she had collision coverage with her carrier. While she would have to pay her deductible, she would be reimbursed that deductible if coverage was afforded under our policy at a later date (once our investigation concluded).
  
  ****************** called back on 1/16/2024. ****** spoke with ****************** on this day and reiterated the same unfortunate circumstances related to the coverage issue. ****************** advised she understood. 
  
  On 1/22/2024, at 6:20 PM, ****************** left a voicemail for her adjuster, ****** ******. She advised she would be seeking attorney representation. 
  
  This morning, our adjuster, ****** ******, called ******************, spoke with her, and reiterated the same unfortunate coverage issue. He asked if he could help with anything more. ****************** thanked him and disconnected the call.
  
  We will continue to contact our insured and properly investigate coverage and keep ******************, or her attorney (assuming we receive the letter of representation), apprised. We also very much understand the frustrations she is facing. We conduct many, many investigations of this nature. Unfortunately, most of these take longer to complete that we would want (and longer than the party whose car is damaged would want). We understand the frustration. We continue to attempt to reach the relevant parties. 

  Customer response

  01/23/2024

   
  Complaint: 21183464
  
  I am rejecting this response because:
  I do not have coverage through my insurance over my vehicle neither did I ever mention that to ****** ****** during the 3 conversations that we had. My original claim was made 1/6/24 per the document I submitted I was not in contact with any representative of responsive until 1/8/24. The call I received from responsive auto today 1/23/24 was the first time that ****** gave slightly helpful information. Still with no update on when to expect to reach a settlement offer for my loss.  
  Sincerely,
  
  *************************

  

  Business response

  01/23/2024

  Thank you for your comment. We do appreciate your frustration. We also understand that this is not what you want to be told.

  
  

  We cannot agree to pay a claim unless there is coverage from a valid policy. In order to determine whether there is coverage, we need to determine whether the customer paid for coverage for each adult who lived in the household and had regular access to drive the car. We are working to make that determination. Sometimes, it is very challenging for us to contact the customer and / or the driver. We are working to determine whether that driver lived in the household. We are not able to conclude the claim until were able to make that determination. While it is not our intent, we very much understand that this causes you frustration. However, that is our obligation under our policy. 
  

  
  If we knew how quickly the customer would respond, we would be happy to share that information. We continue to attempt to investigate this matter.
  

  Customer response

  01/23/2024

  Per a conversation with ****** ****** today 1/23/24 @9:20 am, it has been confirmed that the driver at fault in the accident has been reached and it was confirmed that the driver is a frequent user of the car and also is a resident at the policy holder drivers address. ****** ****** is not providing the most accurate and truthful documentation during this time. Responsive Auto has received all the answers and documentation need to close this claim but is continuing to stall the process. 

  Customer response

  01/24/2024

   
  Complaint: 21183464
  
  I am rejecting this response because: it has already been confirmed that the Driver at fault is a resident at the Policy Holders address. This information was shared with me on 1/23/24 with a call on a recorded line by adjuster ****** ******. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an accident on 11/13/2023, and since then, I have been unable to get in touch with the adjuster. I have called them dozens of times and sent emails, but there's no way they respond, and they seem to be acting in bad faith. I need my vehicle to be repaired, and most of the lawyers I've spoken to don't want to represent me because Responsive Auto Insurance has a very bad reputation. Responsive Auto Insurance Company Claim # C0000022682.

  

  Business response

  12/08/2023

  Thank you for contacting us through the BBB. While I never like to receive a complaint, I do appreciate you reaching out to us. I have read your file personally. We should have been much faster to address this scenario. I appreciate you helping me to understand where we need to be much more responsive.

  This is a 4-vehicle accident that was reported to Responsive Auto on November 14th, 2023 as a not-at-fault loss. Your statement provided to our claims team was that your vehicle was rear-ended, which then caused a chain reaction rear-end loss involving several vehicles. 
  
  Responsive Auto was able to obtain the police report for this loss on November 30th, 2023. The police report details that your vehicle was rear-ended by a vehicle that fled the scene. In turn, your vehicle was part of a "chain reaction" in which two other vehicles were damaged. On our about November 30, the loss was reassigned to the appropriate adjuster.
  
  The Responsive Auto adjuster spoke with you on December 7th. At that time, the adjuster set expectations for next steps in the claim process. I understand that were appreciative of the phone call, provided your statement and allowed for the inspection of his vehicles damages. If any of htis is inaccurate, please let me know. The adjuster explained she will continue to investigate liability, speaking to each of the parties involved, reviewing scene photos and gathering additional evidence in order to determine liability. The claims department has indicated to me that we will follow up with you next week on status. Again, please feel welcome to respond via the BBB should these steps not occur. 

  Lastly, during investigations, we are tasked with understanding all of the facts related to a loss. We look at the entirety of vehicles to understand what the damage associated with each vehicle shows. Our teams are experts at this work. We look forward to understanding all of the facts of this accident.

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

  Chief Operating Officer

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was crashed by their insured on monday August 28,2023. Their insured was at fault for the accident and received the ticket by the police. I was given a claim number from Responsive Auto Claim C0000021680-1. I have told them i have 2 small children that need pickup from preschool and that i needed a rental vechicle. My car was hit on the front right side which exploded my tire and i was fearful driving it would case further damage. They informed me that a rental was not approved and if i rented one that it was have to come out of pocket. They also informed me that the limit for car rental was 30 dollars a day. I emailed them that i could not find a rental for less than 37 a day with insurance and tax included and they said they could not do anything about that. They communicated with us for the first week after the crash and told us that they have not received the police report and that they needed to confirm with the insured to make sure he was at fault. The second week of communication, they confirmed they received the police report and talked to the insured. No communication after that and it has been over a month. I call every other day and have sent emails 2 times a week to both my agent ***************************************** and to the general claims department. They have been a delaying the process and it is unreasonable. Some states require the insurance company to provide writtne explanation in repsonse to why the clamim is taking longer than 30 days. This one has not. I am not asking for any personal injury payments. I only want the damage to my car to be repaired and yet they fail to do so. They are acting in bad faith and it is very frustrating.

  

  Business response

  09/29/2023

  Thank you for your complaint and concern. I have read the notes on your claim, including the multiple phone calls you have made to us earlier this month. I understand your concern about a prompt response from us and the concern about the cost of a rental car.

  I also received your BBB complaint today (about 5 minutes ago).

  Let me get in touch with the adjuster, and I'll get back to you as soon as I understand the issues. Again, it's not our intention to slow this process, and I thank you for reaching out.

  I will respond through this channel as soon as I have specifics for you. Thank you for your patience.

  *************
  Chief Operating Officer

  

  Business response

  09/29/2023

  Thank you again for contacting us with your concern. My hope is that we have now addressed the claim fully. Please contact us through the BBB or directly through the **************** line if you have further concerns.

  Frankly, your input has helped us uncover and address some of the challenges that you experienced with this particular matter. As I mentioned previously, our goal is certainly not to delay payment. Nonetheless, I appreciate your patience.

  Thank you again,

  *************
  Chief Operating Officer

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ironic name as this company might be declared deceased based on the actual responsiveness. Like most people dealing with this company I wish I could leave 0 Stars. What an absolute nightmare, scummy business practices riddled with corruption and mismanagement. You cant help but get the feeling youre being scammed when interacting with the employees. Thank god they dont insure me or any one I care about. I just have to deal with them because one of their drivers hit me in a drive thru(8/2/23) Minor damage some paint off the bumper, yet 4 weeks later and nothing has been done to resolve the damages and Im being told to pay for my own rental and wait to be reimbursed? Why would I incur expenses as a result of their liability. Insane, absurd, ridiculous?? My so called adjuster ****** has never reached out to me, his extension goes straight to voicemail and *** never had a call returned. When I called to ask about setting up a rental, ****** was belligerent and rude, he eventually hung up on me. Upon calling back, ****** again did nothing to help, belittled me and said she would have a supervisor callback within 3 business days. I have never heard of a customer escalation being told to wait 3 days for a response. I dont know how to describe what its like interacting with this company other than as a mind numbing experience. *** never left a review for any business ever in my life. This experience is so truly awful I am at my **** end to find a solution so maybe I can get some kind of response this way.

  

  Business response

  09/05/2023

  This claimant posted the same complaint to ******* Here is our response.

  *******, Thank you for your inquiry. I appreciate your frustrations. Having a car accident is never a convenient process, especially as many accidents include needing to leave a car at the body shop for repairs. That said, we are a legitimate car insurance company, even if we are a brand with whom you are not familiar. We do move quickly as noted by us handling your claim within roughly 2 weeks (16 days or so?). Remember: you are only one part of the claims process. It sometimes takes time to get in touch with our policyholder, obtain their version of the facts, and come to an appropriate conclusion. We all want this to happen immediately, but rarely does that happen. In fact, related to your specific complaint, I believe you have called us two times today, and I'm responding in writing immediately. I have read the claims notes associated with this incident, read a transcript of the comments you have made to our team, and am responding accordingly. Our team told you the correct information. Once your car is in the body shop, please rent a vehicle, if you choose. We will pay for the days associated with the necessary repairs. We do limit this to the number of days associated with the repair time. Lastly, we do ask that each claimant treat our associates with the appropriate level of courtesy and civil language. While an accident is a frustrating experience, our team provided you with professional service, and they should be treated courteously. Please do send us the receipt for your car rental. Our adjuster will pick up the claim from there.

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company Client hit my car, Ive called , Ive sent my Estimate Ive called the other insurance companies that stated they have sent over all documents to Responsive still to no avail with my car being Repaired, ***** is the Adjuster working on my Case Claim # *****. They dont Return calls, im getting the same information that they havent received documents its going on 3 months I just want my Car Repaired Please Help me.

  

  Business response

  05/02/2023

  Good morning. I hope you are well, and thank you for sharing your experience with **. This is very helpful as we work to provide each claimant with a rapid and successful claims experience. Yes, I understand your experience has not been nearly as fast as you, or we, would prefer. I have read our notes regarding this claim in full. Please allow me to share a bit about this claim.

  My understanding is that **********;called the driver of the 2018 Chevrolet Impala yesterday and left a detailed voicemail explaining that Responsive is waiting for all property damage estimates (2 of the 3 are expected subro demands from Geico) in order to produce pro-rata offers to each of the 3 claimants. This is because the coverage that our customer purchased is likely not sufficient to cover all three claimants in full. Responsive provides financial coverage up to the value of the coverage purchased, and unfortunately, in a complex loss like this one, it is possible that the customer has not purchased sufficient coverage to address all of the damage caused. While this is frustrating for many parties, Responsive can only provide what our customer has purchased.

  Responsive will provide the vehicle owner, **************************************, the pro-rata offer once we obtain the subrogation demands from ***** for both the 2022 ***** Pilot and 2011 **** We understand that both of these vehicles were insured with Geico. We believe that the claimants are using their collision coverage to pay for the repairs on their vehicles. Our adjuster has advised the driver (*********) that the fastest option for repairing the Chevrolet Impala may be to file a claim on the vehicle's collision coverage. At that point, the vehicle's collision carrier would submit a subrogation demand to Responsive. This is your choice.

  As part of our explanation of this process, Responsive sent mitigation and property damage excess letters to all claimant owners on February 8th, 2023. If that has not been received, please notify **.
  
  We understand how frustrating the claims process can be. In this case, because the coverage is below the damages, we have to wait until ***** provides Responsive with their subrogation demands. ******************************* can call Geico to encourage them to work more quickly on this step (just as we have been doing). 

  Again, we understand that this is frustrating. We are ready to move as soon as we can. Finally, I appreciate your patience. I can see that you have made many, many phone calls over more than a month requesting help. 

  *************
  Chief Operating Officer and ******* ***** of *************

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Claim #: **********. Policy#: 220-105454101-00 On March 19th, 2023, your insured negligently crashed her SUV into my house causing extensive property damage.On March 20th, the crash was reported to your claims representative, and your claims adjuster, ***************************************, was assigned. The claims adjuster said he would not be able to attend for 7-days! (Then 3-weeks later he said they dont come to look at property damage!)At your companys request, we emailed numerous detailed photographs of the crash scene, and also texted the same to ************************ on March 27th upon his request.I have provided the ******* Traffic Crash Report prepared by *******************************, which cites your insured with Operating a motor vehicle in a careless/ negligent manner. This is a one-vehicle incident.I have provided all information and documents you have requested but have received absolutely no communication from you regarding settlement of my casualty damage claim.It is now over one month since your insured damaged my property and you have made zero effort to resolve this situation. Henceforth, I now demand immediate settlement, which if not forthcoming, leaves me with little alternative other than to put this matter in the hands of my attorney.I dont know how you have the audacity to call yourself the responsive auto insurance company!

  

  Business response

  04/20/2023

  Dear ****************, 

  Thank you for your complaint. We certainly do strive to be responsive.

  Im traveling for a funeral this evening, but I will have our Claims Manager look into this immediately. 

  *************
  Chief Operating Officer

  Customer response

  04/25/2023

   
  Complaint: 1996177

  Thank you for providing a copy of the Warranty Deed, which was recorded on 3/30/2023.
  I can assure you that I had 100% interest in the property on 3/19/2023.  The scheduled closing date of the property was 3/24/2023. Due to your insured crashing into the property, the actual closing date was delayed until 3/28/2023
  My wife and I were scheduled to depart the ** on 3/18/2023 so we signed the (seller) closing papers on 3/13/2023, hence the date on the document you attach.
  On 4/20/2023, at your request, I emailed you documents including an Addendum to Contract, that clearly shows a $4,000 credit to the buyer at closing, which was in compensation for the damage to the property. The addendum is signed by the buyers and the sellers, and each signature is dated 3/27/2023, one day prior to closing on 3/28/2023.
  Should you require further evidence of the actual closing date, I will be happy to provide closing statements directly upon your request.
  My claim for casualty loss sustained on 3/19/2023 is in the amount of $4,244.03, for which I demand immediate settlement.
  
  Sincerely,
  *******************

  

  Business response

  04/25/2023

  ****************, at this point, you need to contact our claims department. The BBB is not a forum for handling claims, but rather a way to notify **, as an insurance carrier, of your concerns. You have done that. I am happy to provide our claims team the information you have provided to me, and they can continue the claim investigation and handling with you directly.

  Thank you for your help.

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

  Customer response

  04/27/2023

   
  Complaint: 19961777
  
  I am rejecting this response because:
  Dear **********,
  I am very aware of the function of the BBB, and indeed, if you care to reacquaint yourself with my original submission, Im sure you will concur that it is most definitely a complaint against your business and cannot in anyway be construed as using the BBB as a forum to handle my claim. I wrote:It is now over one month since your insured damaged my property and you have made zero effort to resolve this situation. So what does that tell you?
  If you review the message thread, there is little doubt that it was in fact your employee who turned the thread into a claim handling forum!
  Following filing of my BBB complaint on 4/20 and your confirmation of receipt on 4/21, I received no further communications from your claims department until an anonymous employee posted a BBB response on 4/25, effectively dismissing my claim! Subsequently, I received a call from a claims representative later the same day, who promised to email me following our call. I still await that email!
  **********; as a ******* educated business professional and a long tenured insurance industry executive, Im sure you dont need me to alert you that your Responsive Auto Insurance employees are grossly under-performing. I can only speculate that their reticence to communicate may be due in part to their [the personnel I have encountered] struggle to string together a simple sentence devoid of grammatical errors, spelling mistakes, and double negatives.
  Your website states: In 2007, The Responsive Auto Insurance Company was founded with a goal of raising the bar for customer service in our industry. 16 years on; clearly you still have some way to go!
  In retrospect, my wish is that my property could have been damaged by someone insured by *****, Progressive et al. I can only assume that they would have shown more diligence than to insure a driver with a suspended license whose car VIN numbers on the vehicle, registration document, and the insurance certificate do not match. Furthermore, the ** tag on your insured car wasnt even assigned to the vehicles VIN! - Please read the ************* Police report I sent to your claims team.
  This is becoming very tiresome. Im sure you are a very reasonable and intelligent man, and I invite you to fully apprise yourself of the situation, and then respond to me personally using my contact details held by your claims department.
  Sincerely,
  *******************
  Sincerely,
  
  *******************

  

  Business response

  05/05/2023

  ****************:

  Thank you again for your note. 

  Indeed, our team did investigate this claim in a timely fashion. However, as you are well aware, our obligation is to our policy holder, rather than to each person who requests a payment. In this case, the date of sale of your property was filed incorrectly with the County as March 13, prior to the date of loss. As a result, the public documents showed that you were not the owner of the property on the date of loss, March 19. In fact, multiple parties requested reimbursement for the same damages, potentially creating the need for Responsive to request court-appointed assistance to investigate this loss. It was not until this week (40+ days after the loss), that the Data Entry Coordinator at the ************************'s office corrected the settlement date on the sale of your property.

  We insure our policy holder, and we protect their interests. Based on the official records at the time of our investigation, we faithfully fulfilled our obligations to the policy holder. Further, we conducted a thorough investigation that helped resolve the discrepancy in the County's records. We then pursued the claim until the County corrected their records, thereby enabling accurate and timely payment of this claim. This included handling multiple versions of your claimed amount of damages. During this time, the value of items you declared as being paid in the settlement, and thus requested for reimbursement, were increased substantially. In short, there are many unique and interesting aspects to this claim.

  As of this morning, we have received a signed agreement from you indicating a resolution has been reached among the parties. We trust this closes the matter; nonetheless, our entire team wishes you all the best in your new home.

  *************, Chief Operating Officer

  Customer response

  05/08/2023

   
  Complaint: 19961777
  
  I am rejecting this response because:

  **********,
  On April 26th, you advised (on BBB) ****************, at this point, you need to contact our claims department. The BBB is not a forum for handling claims
  In fact, both myself, and my Realtor had both been in contact with your claims department since March 20th!Thank you for your message which surely is using the BBB as a forum for handling claims? I did email your claims department last Thursday: Signed release attached. Please confirm receipt of the same. A simple return email confirming receipt (which I still have not received from UnResponsive Auto Insurance)would have sufficed. Nevertheless, I will post a response here as it is the only means I have to contact you.
  Clearly you have been misled by your claims team. While by error of the title agency and the county, the recorded date was the date I pre-signed the deed, and not the date of closing, this was only brought to light on April 25th, after over 4-weeks of trying to elicit a response from your claims agent. The title agent requested the county to correct the closing date on county records, which was completed on April 26th,and I sent the county records information to your claims agent on April 27th.To my surprise, on April 28th I received an email stating At this time, the Warranty Deed still reflects as March 13, 2023. I have attached said copy.
  I had already informed your agent on April 25th that the recorded closing date would be changed to 28th March, but the ******* *************** points out that the lack of a date or a wrong date does not invalidate a deed according to ******* ********************** 3.6. In fact, they recommend against correcting deeds that are valid in spite of an error. i.e. the Deed is legal as it stands and will not be corrected.
  So, then I had to ask the realtor to call your claims agent and re-send her the closing statement (which I had previously sent).
  With regards to the claim amount;my claim has never been anything other than or in excess of my direct losses.An amount was negotiated as a credit at closing to the buyer, which in fact is a significantly lower Dollar amount than the repair estimates obtained by the buyer (You can thank me for this in your response, ***). This amount is documented in, and supported by, an amendment to the contract for sale, both of which were in the possession of your claims agent throughout. Please read *********************** email of May 3rd,which I think you will find illuminating.
  Regarding your entire team wishing ** all the best in our new home; we dont have a new home. This yet again demonstrates the lack of understanding,diligence, and intellect by your team. I am the executor of the estate of a close relative; the property was part of the estate. Needless to say, the whole debacle of dealing with your company has only served to make the process of settling the estate more painful and emotionally draining.
  Ive left the most important point until the last. You stated multiple parties requested reimbursement for the same damages. Im surprised that 7-weeks on from the loss, this is the first I am hearing of this! I request qualification of this statement (by email please- not BBB), including the party names, and the nature of their claims, so I may act accordingly. 
  
  Sincerely,
  
  *******************

  

  Business response

  05/09/2023

  As noted in my prior email to *****, we have concluded our obligation to address Mr. ******* claim, which has been, even by his standards, fully paid.

  
  

  We have no business with this individual at this point.

  
  

  ***

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I dont know if the adjusters at this company actually work because they dont contact you no matter how many times you call and ask about your claim. My car is on hold at a collision shop because they dont want to communicate and its getting frustrating especially when the at fault drivers insurance limit couldnt cover for the entire cost of the damage and rental so my insurance responsive has to assist but they never even tried to reach out to me after representatives claiming that I had two different adjusters for the claim but I havent heard from either one.

  

  Business response

  04/15/2023

  Good morning, ****************. I'm surprised to receive this complaint. While being in an automobile accident can be frustrating, especially when you are not-at-fault, the process of handling a claim is almost never immediate. In this case, we are working as fast as we can to adjust your claim.

  The claim reported to us on Friday, April 7, 2023 at 4:30 PM. We received notice from Progressive, the other driver's carrier. While Progressive is an excellent carrier, they are only able to provide us very basic information about the accident. Had we heard about the loss directly from you, we would be several days faster in handling the claim as we would have started last Friday with the photo estimate. It is very possible we would have completed our work by this point.
  
  Our adjusters work weekdays, as they do at most carriers. Our team spoke with you on April 11th. At that time, we opened a collision claim and assigned that claim to an adjuster. We also requested pictures of the vehicle. We received a completed estimate from our team on April 12th (1 day). We have your claim scheduled to be worked on Monday, April 17. If our staff is available today (Saturday), we will contact you.

  Far from not contacting customers when they have a claim, our staff works diligently and quickly. Our ****** results reflect the excellent service we provide. While having a claim can be frustrating, I would very strongly encourage you to contact us directly in the future if you have a claim so that we can start helping you as quickly as possible.

  Thank you for your business.

  *************, Chief Operating Officer

  Customer response

  04/17/2023

   
  Complaint: 19938673
  
  I am rejecting this response because:

  Good Afternoon, no one from responsive has reached out to me on April 11th no phone or email about pictures either. I was constantly calling to reach an adjuster all I got was that a message will be left to whoever was on my claim but no call back after many tries. I just got a call from an adjuster on Sunday April 16th ,************, thats literally the first time I was really able to speak to someone. No email or calls was made to me before so I  always check my emails and voicemails all the time a call from responsive or email never showed.
  
  Sincerely,
  
  *************************

  

  Business response

  04/17/2023

  ****************,

  We do not understand what you are "rejecting."

   I have read each day's claim notes in our system. The description we provided in the prior BBB message is consistent with the claim notes. We did speak with **************** on the 11th (a manager answered his call and told him who the claims adjuster was on his claim). **************** is correct that the person was not available. Nonetheless, our representative performed the relevant assigned tasks. We did obtain pictures of the vehicle damage by the next day, our appraiser reviewed those pictures, and our appraiser provided an appraisal. This is standard practice for a claim of this type. I personally reviewed the claim with the manager of the department on Saturday the 15th approximately 4 hours after the BBB notified us of ******************** complaint. Finally, our adjuster spoke with **************** on the 16th (a Sunday). 

  **************** has indicated to us that he does not have the personal funds required for the deductible. This is a matter for **************** to discuss with the body shop in order to have his car repaired and returned to him. Our understanding is that **************** is working with the at-fault carrier (Progressive) on this matter.

  We are happy to help, where possible, and I believe we have made a determination to pay ******************** claim, excluding the deductible, which is consistent with the coverage that **************** purchased.

  Customer response

  04/17/2023

   
  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

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Its ridiculous how I am still waiting for an estimate for my cars value, accident took place on the 5th of march and still pending on any updates. Kept calling and kept getting the same response that they will get back to me but never do. I was forced to buy another car because of this since I have to go to school far away. Heres why I say this, the ************* gave the homeowner of my property a violation/fine for having a crashed and no license plate car parked in my driveway. The ************* contacted me that I need to settle the problem and have the car removed and in my response I told them that the insurance still has not given me a response and that I dont know when it will get resolved. If I have to take legal action I will. Im not getting evicted because of the companys lack of responsibility.

  

  Business response

  03/25/2023

  Good afternoon. 

  Thank you for your complaint. We very much appreciate you bringing this issue to our attention. 

  The Claims team has informed me that the claimant has spoken with one of our team leaders. The car has been declared a total loss, and it has been picked up by our salvage vendor. I believe that a valuation will be presented early this coming week, perhaps as soon as Monday. We hope the remaining steps move quickly.

  If there are any further issues, please do not hesitate to contact us. We look forward to a more smooth experience from here on out!

   

   

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mother was in accident on December 13th with an insured from this company. They were at fault and received a moving violation. I called and filed a claim with them. They send an appraiser out quickly to give an estimate of the repairs and then we never heard back. I called every day for a week and always received the same message on the phone when I called adjuster Belzu,leave me a message and Ill get back to you in two days. I never received a call back. I called and spoke to customer service they said there was nothing they could do. I had to wait for adjuster Belzu to call me back. At first I thought it was because of the holidays. Maybe she was on vacation but its been another 11 days now if calling every single day and getting the same message. Ive looked them up on BBB as well as ****** reviews and it seems this is not the first complaint of its kind. They have countless complaints from people when theyre insured have hit and are at fault waiting to get their cars fixed. It seems they try to wait people out in the hopes that they will give up and go through their own insurance companies. This is shameful. They respond with excuses and never take accountability. People are left to deal with the repercussions of their lack of professionalism, humanity, and honesty.

  

  Business response

  01/12/2023

  Good morning. Thank you for your note. I am one of the owners of the business, and I will ensure that this is reviewed today.

  It would help if you can share one item: please send your mother's name or other policy information. Thank you.

  
  

*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. ↩