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:11/02/2022

  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.

  Unsatisfactory settlement offer Accident happened on April 13th ,I got my car towed to The Body Shop on the same day. Monday April 18th a report was taken from my insurance company (Responsive auto insurance) I didnt hear anything from my insurance company for a week.So I reached out to the insurance company Representative who was dealing with my claim *************************** on the 25th of April but I wasnt able to get in contact with her I contact her not through text message or phone calls they never returned my either,I called back on the 26th of April to see what was the status of my claim and the Representative that I talked to said that they had the wrong address for where my car was located I gave her the right address so they sent out an adjuster on the 27th of April. I signed the paperwork on the 29th of April to release the car from The Body Shop after after they said that my car was a total loss because of their error the storage cost for my vehicle was $2669.15 which they took out of my Settlement and the other charges that Im unaware of. I also had GAP Insurance which was supposed to cover the balance on my vehicle which was $4408.73 but they didnt cover it because the insurance company underestimated the value of my car.

  

  Business Response

  Date: 11/04/2022

  Good morning. We appreciate you all sending us the customer's comments. Here are the events that we recorded during this claim.

  Date of loss: 4/13/2022
  This claim was reported to us by a third party, not the claimant (*********************, name as of the time of claim) on 4/14/2022 (this was a Thursday).
  Our agent responded Monday morning, which is within our 72 business hour response timeframe. 1st attempt to call *********************, NI, was on 4/18/2022 at approximately 10AM (3 business days after loss reported). There was no answer, so our agent left a voicemail.
  Our agent's 2nd attempt to call ************ (******) was also 4/18/2022 at approximately 2:30PM. Our agent spoke with the customer, who did not have location of her vehicle (we need the location in order to review the vehicle).
  ********************* (******) called Responsive with her vehicles location on 4/26/2022 at approximately 2:30PM. That 8 day delay is not something we can control.

   Responsive reviewed the vehicle and declared the vehicle a total loss the next day on 4/27/2022. That is as fast as we can review a vehicle.
  Responsive tasked our salvage vendor, the industry's best vendor, to pick-up the IV on 4/28/2022 (this would end the storage charges). However, the customer had not released the vehicle to us. While we understand this portion of the process is frustrating, Responsive has no ability to force the body shop to release a vehicle to us without the customer's written permission.
  Our agent called ********************* (******) that same day (4/28/2022) to advise the customer that she must release the vehicle to Responsive before we are able to pick up the vehicle and close the claim.
  ********************* (******) called our agent on 4/29/2022 to advise vehicle was released.
  The salvage vendor picked up the car the same day that the customer released the vehicle to us (4/29/2022)

  We agree with the customer's frustration regarding storage charges. This is an issue on many, many claims in the Miami area. We have no ability to restrict the money that a body shop charges the customer for storing the vehicle, and this is not a service covered in our policy contract. Responsive does not choose where a customer sends their car for repairs. ******************** does not receive any of this money. Rather, we pay the body shop (which is chosen by the customer) so that the car can be released (and the charges stop), and we are reimbursed by the customer as part of the settlement. As we read the customer's complaint, she implies that the storage charges are unreasonable. While we are not in a position to evaluate the charges in this claim, in many situations we would agree (and on a personal level, we are outraged that these charges are legal). We think the BBB should look into the amounts charged by body shops for storage fees and lots of other spurious fees (environmental fee, COVID cleaning fee, administrative fee, and tons of other seemingly unreasonable fees, etc.). These  charges are a part of many claims we see, and we believe many customers are being taken advantage of by the body shops.

  Lastly, Responsive Auto uses a company called "CCC" to value vehicles. CCC handles a substantial percentage of the industry's valuations. We believe, and many other insurance companies believe, that CCC provides a reasonable valuation of the vehicle based on recent, comparable market pricing. We have attached CCC's valuation of the vehicle in question.

  Please let us know how we can help further.

  Customer Answer

  Date: 11/04/2022

   
  Complaint: 18351504
  
  I am rejecting this response because:They are just thieves and my Gap insurance said that they cant cover the balance because the insurance company underestimated my car
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/12/2022

  Thank you again for your inquiry.

  As we stated, we use the industry standard tool for valuing vehicles. This is a company called CCC. We stand by our settlement. This is the way we value vehicles every day. You agreed to this settlement amount, and you cashed our settlement.

  That said, there are some in our office who think you should ask your gap insurance company some questions about how they generate the valuation of your vehicle as well as questions about why the Excess Storage charges and the deductible are line items which are considered in their assessment of your vehicle's value. Unfortunately, Responsive has absolutely no information about that gap policy. We have nothing to do with that policy, and we did not issue that policy. We are not able to assist you with that matter. It may be worth asking the BBB to help look into those issues with your gap insurer.

   

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18351504
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/11/2022

  Type:Service or Repair 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.

  I was driving on the highway when someone hit my car from behind going. The person at fault has the responsive auto insurance company. After obtaining the police exchange and the guy getting a ticket. I want home and filed a complaint via my insurance and his insurance. Here is where the problem starts when doing the complaint to his insurance at first everything was pretty they said someone would call me back in 3 business days exactly to get a statement and start repairs on my car. More then 3 business days pass and I try to call them no answer I left a voicemail. My insurance company tries to call them to see what is the delay as there already is an appointment to fix the car. They gave the insurance company attitude on the phone and the run around. The person with responsive was at fault however they are ignoring all calls to pay for my car.

  

  Business Response

  Date: 10/14/2022

  Thank you for your message. We believe that, based on conversations with our adjuster which have occurred this week, that the individual filing this complaint has been given information which will satisfy the concern. As soon as the individual's carrier has provided us with the relevant information, we can proceed to complete our end of the claim.

   

  Customer Answer

  Date: 10/14/2022

   
  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. They provided me with a call today. 
  
  Sincerely,
  
  ***************************