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:06/18/2024

  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.

  My son was in a car accident April 12 2024, the lady that hit my son was a 100% at fault and her insurance company based in ********, ******* is now refusing payment for a rental car that they accepted to pay for because we could not drive my sons truck. They are refusing to pay 20 days of the rental because they said it took to long to fix the truck so Enterprise rental company is looking for a payment of $1,200 from us. This is not our fault on how long it took due to parts not fitting and so forth. This company has drug their feet the whole time during this process and this should not fall back on us seeing our son was not at fault at all.

  Business Response

  Date: 06/19/2024

  Please request that ************** provide a claim number and we will address her complaint.

  Thanks,

  *******

  Customer Answer

  Date: 06/19/2024

  The claim number is NA400146043002002CPR

   

  this is regarding the refusal to pay for 20 days of a car rental from them because a client of theirs hit my son. 

  Business Response

  Date: 06/25/2024

  Please find our response attached.

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21868212
  
  I am rejecting this response because: a 7 day turnaround time is unreasonable for any body shop. And they did not do anything to lengthen the time of work that needed to be done. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/16/2024

  See attached.

• Initial Complaint

  Date:05/01/2024

  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.

  Southern General was my insurance provider in 2022. They falsely reported an accident on 02/05/2022 my driving record that I had no knowledge of and after being this to there attention in September 2023 when I first became aware of the issue they have done very little to fix there mistake. I have had to do all the work to try to get this of my record to no avail. I personally got it removed from my driving record but it still is on the record for LexisNexus which is where all insurance companies go to report and view reports of potential customers. They never secure a police report for the accident I wasnt in so it make things even harder to prove I was not in the accident. When I reach out to southern General they just tell me I have to run around and go get information and submit information when I did nothing wrong. After jumping through hoops for the last few months Im very displeased with there work and they way they treat there prior customers. I am hoping I report with the BBB will encourage them to treat my case a little more seriously and fix the issue the caused in the first place.

  Business Response

  Date: 05/01/2024

  Please request a policy number and claim number from *************************** for the issue in question, and we will research this issue in order to make any corrections merited.

• Initial Complaint

  Date:04/18/2024

  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.

  FIRST OF ALL I GOT HIT FROM BEHIND JAN 15,2024. I PUT MY *** IN THE **** AT CLASSIC COLLISION AT ******** WHICH WAS NO PROBLEM WITH THEM. THEY WAS HAVING A TIME WITH GETING STUFF APPROVE BUT FINAL DID . THE INSURANCE COMPANY SOUTHERN GENERAL THW WORST EVERY PUT ME IN A RENTAL WHICH I WAS IN FOR OVER THIRTY ***S CAUSE THE *** WASN'T READY WAS TOLD NO PROBLEM. FINALLY THE *** GOT READY MARCH 14,2024 THEY STOP PAYING RENTAL AND SAID THEY PUT THE CHECK IN THE MAILON THE *** THE *** READY WHICH THEY I WASN'T GOING TO GET NO WAY CAUSE THEY PUT THE ***** IN THE MAIL. TO*** IS ***** 18,2024 NO CHECK HAS BEEN RECEIVE AND MY *** IS SITTING THERE AT THE COLLISION ****. I BEEN CALLING THESE PEOPLE FOR **** NEAR EVERY*** ABOUT MY *** AND NO ONE WILL HELP AND I ASK FOR SUPERVISOR FIVE TIMES NO ONE HAS CALL. IT'S BEEN OVER THIRTY ***S AND THEY STILL HAVEN'T RECEIVE PAYMENT WHICH WAS APPROVE TO GET FIX AND I'M STUFF PAYING A RENTAL. PLEASE IF ANYONE CAN ME ONE I NEED MY *** AND REFUND OF RENTAL. I'M TRYING TO DO CIVIL SUIT IF I CAN JUST NEED MY MONEY BACK ON RENTAL ETC. THIS PLACE SHOULD NOT BE OPEN THEY ARE TERRIBLE AND VERY UN PROFESSIONAL.THANK YOU

  Business Response

  Date: 04/22/2024

  Please find our response attached.

  Customer Answer

  Date: 04/23/2024

   
  Complaint: 21592244
  
  I am rejecting this response because: They sent a copy of a check to the auto collision and that was on March 13, 2024 when the car was ready. THEIR POLICY NO CAR GET RELEASE WITH A COPY OF A CHECK WHICH THEY STILL HAVEN'T RECEIVE PAYMENT IT"S NOW ABOUT TO BE THIRTY DAYS AND AGAIN THEY STOP PAYING FOR MY RENTAL AND STILL NO CAR. NO PAYMENT HAS BEEN RECEIVE AND IT'S BEEN 30 DAYS AND I'VE BEEN PAYING RENTAL FOR TWO MONTHS NOW. I NEED ALL MY RENTAL FEE I BEEN PAYING BACK PLUS STRESS AND HUMILIATION. NO MONEY NO CAR. THANK YOU
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/26/2024

  Please find our second response attached.

• Initial Complaint

  Date:06/14/2023

  Type:Product 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 purchased a vehicle from carmax on 4/27/2023 and put a down payment of $5000,In less than two weeks (05/09/2023) of the purchase, I was involved in a no fault accident of which my vehicle was deemed a total loss. My insurance paid off the loan per car ***'s quote, however, carmax declined to refund my down payment ($5000).If there's no outstanding balance on the quoted amount, why are they refusing to refund me. Together with my down payment and the amount paid, carmax has total amount more than the vehicle, which is unfair.Please help me.

  Business Response

  Date: 06/14/2023

  Dear BBB,

  This appears to be a complaint regarding Carmax.  Please confirm you meant to send this to **, Southern General Insurance Company.

  Thanks,

  *******

  Customer Answer

  Date: 06/14/2023

  My apologies, the suit is for right recipient, however, I missed the names.

   

  The complaint is for southern General insurance as stated earlier. 

  Their client was in the fault according to the police report, and after my insurance paid of the quoted value of the vehicle, I'm left with a balance of the aforementioned amount ($5000). So I'm seeking to be refunded. 

  Please reference already submitted files .

  Business Response

  Date: 06/14/2023

  Mr. **,

  I reviewed your concern as copied below, and we can't comment on why Carmax declined to refund your $5000 down payment.  Do you have a different question or concern?

  Your concern:

  I purchased a vehicle from carmax on 4/27/2023 and put a down payment of $5000, In less than two weeks (05/09/2023) of the purchase, I was involved in a no fault accident of which my vehicle was deemed a total loss. My insurance paid off the loan per car ***'s quote, however, carmax declined to refund my down payment ($5000). If there's no outstanding balance on the quoted amount, why are they refusing to refund me. Together with my down payment and the amount paid, carmax has total amount more than the vehicle, which is unfair. Please help me.
  
  

  Customer Answer

  Date: 06/14/2023

  Your customer hit my car and is liable for any damage caused. As stated, my vehicle is declared a total loss and her insurance is required to cover my expenses. 

  The payout amount is $38000 and change from my insurance which didn't cover the cost of the vehicle, hence why I'm asking for the difference ($5000).

  As to why carmax declined to refund, is not the issue.

   

  Business Response

  Date: 06/20/2023

  Please find our response attached.

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 20184502
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************

  Yes I filed a total loss claim under my insurance because Southern General declined to pay for my total loss amount.

  As previously stated, my insurance has since taken care of majority of the loss, however, the payout amount didn't cover the total amount. Hence why  I'm at a loss of $5000 of which I have attached a receipt from carmax. 

  Business Response

  Date: 06/20/2023

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

  The policy limit is $25,000, and that is the maximum amount available from the policy's liability coverage.  I understand that is not what you want to hear, but we can only pay to the policy's coverage limit.

• Initial Complaint

  Date:06/12/2023

  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.

  One of this insurance company's insured hit our company vehicle on 4/26/23. We filed a claim #********** with them and the adjuster came out a couple of days later. Then everyone was absolutely unreachable. Over 7 weeks later we have been unable to get so much as a return phone call. When we call the main number all we get is it is under investigation yet provide no details. Our driver was not ticketed...their driver went to jail. Police report clearly states it is their drivers fault. Calling the adjuster gets you nowhere. She will not answer and will not return phone calls. I have left messages for supervisors...no return call.

  Business Response

  Date: 06/13/2023

  Please find our response letter attached.

• Initial Complaint

  Date:12/14/2022

  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.

  I was in an accident with one of their drivers who was at fault. But since the police didnt state on the police report that she was the at fault driver. They dont want to pay fir the total loss of my vehicle. This lady told me that I would need to make a recorded statement to her and I told her that I wasnt going to make any statement about anything and that my attorney will be contacting her to make any statements. After reading all these reviews Im definitely not surprised that they dont want to pay up. I want my total losses for my vehicle and my medical bills paid and for them to accept responsibility for their many negligent drivers. I will be filing a formal complaint with the offices of commissioners of insurance

  Business Response

  Date: 12/21/2022

  Please find our response attached.

  Thanks,

  *******

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18572038
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 12/21/2022

  Please find attached our response to ************************ rejection.

• Initial Complaint

  Date:10/12/2022

  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.

  Have anyone took legal action out on this company??? Cause Im getting the run around as well

  Business Response

  Date: 10/13/2022

  Dear ******,
  Please provide a little more information regarding your concern, and we will do out best to resolve the issue.  Please provide your claim number, date of loss and a little more information regarding your dissatisfaction.
  
  Sincerely,
  *******

• Initial Complaint

  Date:10/10/2022

  Type:Customer Service 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.

  My spouse was involved in 2 vehicle accident on October 6th, 2022 (other person at fault). Filed claim on other parties insurance, Southern General October 7th, 2022, claim # *******. Rep. stated within ***** hours an adjuster would be in contact with us. October 10th, 2022, I attempted to speak with any representative for a status update because we did not receive a phone call within ***** hours. When I called the business I was only able to speak with the operator who was only able to transfer my call to an adjusters voicemail. On callback, I told the operator said the adjuster was on the phone. I told the operator I would wait on the line, however the operator said she couldn't do that. On several attempts I called back but the adjuster never answered the phone. I asked the operator to speak with a supervisor, however she said one was not available. Operator took my name, however they have not returned my call. Throughout today I have called the business numerous times but to only be able to speak with the operator who would either transfer me to a voicemail or hang up on me (x2) when i made a request to speak with a supervisor or any representative available to find out a status update. I feel the business is purposefully neglecting my phone calls in order to delay the claim and not pay out. I just simply have a few routine questions and want a status update and not the "run around". I feel like this is a poor way to operate a professional business.

  Business Response

  Date: 10/17/2022

  This loss occurred on Thursday October 6, 2022, and was reported to Southern General on Friday October 7, 2022, by ******************** with our office being closed on the weekends.
  
  There was a coverage issue that was being investigated due to the driver of our insured vehicle being an unlisted driver.
  Southern General Company has since accepted coverage and 100% liability for this loss. We have notified the complainant of our decision. We do apologize for any delays that *** have occurred during the course of our investigation.
  
  
  If additional information is required, please do not hesitate to contact us.

  Thank you,

  *******