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:09/10/2024

  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.

  I filed a roof claim and it was denied. I filed an appeal, which is my right in GA, and hired a public adjuster. It was at this and ONLY THIS POINT that Southern Trust decided to cancel my policy. We have come to no official resolution and now my home is uninsured, shows lapsed, and my cost for new insurance will be considerably higher due to Southern Trust's predatory and unethical business practices.

  Business Response

  Date: 10/01/2024

  Please see below an explanation of cancellation:

  The insured (Mr. *******) filed a roof claim
  for wind damage from 04/22/2022 but the damage was under the deductible. Also on 06/06/2024 there was another roof claim for wind damage which damages were
  under the deductible.  The named Insured (Mr. *******) advised that he
  never made the repairs necessary to prevent further damage from the 2022 loss.
  We issued notice for citing code 33-24-46(2)(D) which is within our authority. 

  Per the Homeowners policy: 
  It is the duty of the "insured" to protect the property from further damage. If repairs to the property are required you must make reasonable and necessary repairs to protect the property.
  As often as we reasonably require, you must provide us with records and documents we request. 

  Reason(s) for cancellation:
  Failure to make reasonable or necessary repairs

  We apologize for any inconvenience this has caused. 

  Customer Answer

  Date: 10/31/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
    They only went the route of canceling my insurance AFTER I appealed their decision. The appeal process was not finished and the claim was still open. Southern Trust did not contact me concerning the cancelation until after they had canceled my insurance. 

  
  
  Sincerely,
  *****

  
  

  ** *******

• Initial Complaint

  Date:09/11/2023

  Type:Delivery 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 had an auto accident in July and have full coverage. My car is repaired but I can not pick it up until the mechanic gets payment from my insurance company, and I keep hearing the checks in the mail

  Business Response

  Date: 09/14/2023

  Ms. *******,
  We apologize for the delay in processing your claim in a timely
  manner. This situation has occurred due to a transition in our claims department. The body shop has confirmed receipt of the
  repair check, and the vehicle was picked up. Again, we apologize for any inconvenience
  this may have caused. 

  Southern Trust Insurance