ComplaintsforInfinity Commercial Auto

• Initial Complaint

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had purchased my car insurance through ****** (Infinity ************************ and paid $414 policy in full for 12 months beginning on 1/16/23 - 1/16/24. I had contact them to report a change of address for mailing purposes. I started receiving bills shortly after. I contact them immediately by email and never got a response or an explanation for why was I being billed for a change of address? They never contact me nor was I advised of a fee for that change. I was so confused. This company failed in communicating any fees involved. They lack of costumer service. They kept mailing me the bills every month since then, but never got back to me with an explanation. I had contact them many times to address the situation, never got a hold of nobody. On October they cancelled my policy which I had paid in full for a hole year, leaving me without insurance for a period of 4 months. Not only that, but also reported me to a collection company. Now I'm getting billed by this collection company with the amount of $152. My insurance policy number is ***********.

  Business response

  02/02/2024

  Please see the attached response for file ********.

  Customer response

  02/02/2024

   
  Complaint: 21166371
  
  I am rejecting this response because:
  On my 1st attempt to get an answer to my inquiry, instead of giving me an answer this company just kept on sending emails reminders of a due payment. Still never expressed interest on answering a customer inquiry. If this company would have addressed my concerns when I reached out, I would have cancel the insurance at that time and avoided this unnecessary situation. I hope you can take care of this matter soon. 
  Sincerely,
  
  ***********************

  Business response

  02/16/2024

  Please see the attached follow-up response for file ********.

  Customer response

  02/16/2024

   
  Complaint: 21166371
  
  I am rejecting this response because:lThe statement about  they emailing me back in regards my concerns is a LIE,  my emails were never addressed, I was just being billed over the mail. Show me proof of emails and whom do you sent it to because I never received them. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 6/12 i was involved in a collision with an insured of this company. I have hired a lawyer to handle all claims related to this incident yet ***** at the company has followed-up with my lawyer to remedy the damage to my vehicle. They have failed to accept liability when it was a rear-end collision. This company has not been very attentive to the matter thus leaving me in a difficult predicament.

• Initial Complaint

  05/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My vehicle has been in the shop (royal collision in ******* ) I have been without it for almost 5 months ! Im out in f rental coverage . Everytime I call for an update they tell me my car isnt ready but then give me a day it will be ready and when I call on that day they keep telling me it is not ready and give me another day , on and on and on now for months !! The damage doesnt reflect this amount of time without my car . I had to quit my job because of this Im beyond upset I get nowhere with my adjuster I call their manager and ask for a callback . I never get one . No one seems to care that I still dont have my car !! Im about to get law enforcement involved because my lease is almost up on my car . I will never use infinity again Im so unhappy with the shop and with infinity . Please please help Ive been without my car for almost 5 MONTHS it just had radiator problem and body damage not a lot of damage actually to warrant this amount of time please for Gods sake help me get my car back thank u

• Initial Complaint

  03/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I have been reaching out to a ******************************* . Claims adjuster , ********************* supervisor , and to ************************* . I have left numerous emails and voicemails mails . My claims has about a month now and I have not heard from neither of these gentleman. Infinity has to have a better code of conduct . Most definitely new training for these individuals. As of today 3/31/2023 I am still waiting for my claim approval or denial. Is so sad I have to adjust to public transportation because infinity cant seem help me get my car fixed. My kids have to take public transport as well .

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  An auto insurance policy was contracted with this business, covering the full year from 02/18/2021 to 02/18/2022 for our vehicle, Dodge Ram. This vehicle was involved in an accident on 10/14/2021. A claim was filed and denied. The denial reasons have been vague and have changed throughout the process. First, claiming such coverage did not exist, then that an excluded driver was at fault. None of which are true. Since they have insisted on not paying the suitable charges, this situation has caused me major grief and a huge collection ****. There have been numerous attempts to reach someone for assistance but the company has been completely uncooperative and unresponsive.

• Initial Complaint

  10/08/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My policy number is ***************. I started insurance coverage with Infinity Kemper on 7/6/2021 for my truck business and due to the business not receiving adequate contracts, I had to close my business and cancel the insurance on 8/23/2021. I paid for both July and August dues in the full amount I was quoted, which was $1,623.46. After canceling, I now received various notifications stating I owe the company $922.82. I contacted the company to resolve this, however, each time I was faced with rude customer service representative, who practically yelled at me for inquiring. In my experience, I have not dealt with a company as unprofessional as Infinity. I asked to speak to a manager and a week later, have yet to receive a call. Instead of receiving the credit for unused premium, I am being faced with a bill. I did not file any claims in the one an half months that I had the insurance or misuse the insurance in any way.

  Business response

  11/01/2021

  Business Response /* (1000, 8, 2021/10/19) */ Please see the attached response letter and related document.

• Initial Complaint

  06/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been calling Infinity Auto Insurance since 6/14/2021 to speak to my Claims Adjuster Natasha Hambric & I have not yet received a call back. My vehicle was in accident & is in a storage facility in San Antonio, TX. I have no idea where & I want my vehicle back. I'm paying for a car that Infinity has in there possession. WHERE IS MY VEHICLE AT & WHY DOESN'T ANY ONE CALL ME BACK. THEY HAVE HORRIBLE CUSTOMER SERVICE & THEY DO NOT RETURN YOUR CALLS. WHAT IS THE POINT OF PAYING FULL COVERAGE IF THEY DON'T GET THERE PART DONE!!!

  Business response

  07/15/2021

  Business Response /* (1000, 14, 2021/07/15) */ July 15, 2021 Better Business Bureau, Inc. Re: BBB File #: XXXXXXXX Policyholder: **** ********** Policy #: XXXXXXXXXXXXXXX Issued by: Infinity Country Mutual Insurance Company, NAIC XXXXX Claim #: XXXXXXXXXXX To whom it *** concern, This is in response to the Better Business Bureau inquiry dated July 2, 2021 in which **** ********** has expressed concern regarding the time taken to process the claim. The adjuster spoke to Ms. ********** June 14, 2021. Ms. ********** reported this vehicle as stolen by unknown person. The police report states that Ms. **********' s ex-husband, who is an excluded driver on the policy, took the vehicle with the key - therefore, this would not be considered a theft. This claim was transferred to Auto Liability and is currently being looked into by our Special Investigation Unit (SIU). There have been three recorded statements taken with Ms. **********; she has never revised her statement to the police stating her ex-husband did not take the vehicle. The claim adjuster and the SIU investigator have been in contact with Ms. ********** multiple times. We have not received the theft report that was requested from her on June 14, 2021. Regarding the location of her vehicle, she has been informed several times that her vehicle is at Insurance Auto Auction (IAA) in San Antonio, TX. We trust the information contained in this letter is useful and confirms that the complaint has been thoroughly reviewed. The company is here to assist with any further questions you *** have. Sincerely, Regulatory Administration XXXX Xth Avenue North Birmingham, AL XXXXX 205.588.3420 *********************@kemper.com

*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. ↩