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:09/18/2024

  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.

  Pure has been our home insurance provider since 2015 and we never filed a claim until May of this year.On April 1st, there was a lengthy hail storm in our area that caused damage to our house as well as surrounding homes. After noticing some damage, I contacted four roofing contractors including ****** preferred provider for roof inspection. All four contractors noticed the hail damage on our roof shingles as well as other exterior components such as copper roof bay window, gutters and downspouts. I called Pure to file a claim. The insurance adjuster they assigned to our claim was located in another state and she said a third party inspector from Seek Now will come by and perform an inspection. The adjuster assured me that "the damage will speak for itself" and Seek Now will provide her with the necessary information to make an informed decision on our claim. The Seek Now inspector came to our house on June 20th. Our roof contractor was also present during the inspection and he marked the damages to our roof shingles and other exterior parts and showed them to the inspector. Seek Now provided the insurance adjuster with their report that excluded some of the exterior damage, specifically the copper roof. They also included some shingle photos that were marked "provided by the roof contractor". The inspector did not comment on what he thought about them in his report. The adjuster said those spots were "blemishes" and concluded that we have no roof damage. She said she will send an engineer to see if some of the photos included in Seek Now report were caused by hail.The engineer from **** came on August 1st and based on the report he provided, we have no hail damage to any parts of our house and he claimed there was no hail storm in our area. I challenged that report by providing Pure with photos of the damage and hailstones that were on our balcony on April 1st. There are five insurance claims in our subdivision and only two got denied are Pure customers.

  Business Response

  Date: 09/30/2024

  Thank you very much.  Please see PURE's attached response as well as the coverage letter sent to the complainant on 8.29.24 outlining PURE's investigation and the outcome of same.  

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22303356
  
  I am rejecting this response because: The company representative did not provide anything other than a summary of what happened. I already mentioned those in my description of the issue. They also say they are waiting on the engineer to provide an explanation for not including the obvious damage in his report. I made that request for explanation on September 4th, more than a month ago. 

  The explanation by the engineer is irrelevant as the report can no longer be considered accurate and can not be relied upon to make such an important decision. The engineer claimed that there was no hail storm that produced an inch size hail as well as no damage to our roof or other exterior components. I attached the files that prove that there was hail storm on April 1st that produced inch plus size hail and there is damage to our shingles and other exterior components.

  Pure would not rely on such an inaccurate report to approve our claim so they should be fair and not use it to deny it. I am requesting Pure to assign another adjuster to our claim and have it properly and objectively inspected. There are at least five Pure members that I know of in our area who filed a claim and all of them initially got denied. All of the roofs are more than 15 yrs old. After the homeowners appealed Pure's decision, three of them got assigned new adjuster/inspector and the claims got approved. I would like to have the same opportunity. 

  Thank you so much BBB for your help with this.
  
  Sincerely,
  
  ***** Sezen

  Business Response

  Date: 10/22/2024

  Thank you very much.  

  Business Response

  Date: 11/01/2024

  See attached

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22303356
  
  I am rejecting this response because: Unfortunately, Pure is still trying to use the inaccurate/irrelevant engineers report as an excuse to deny our claim. After we submitted the photos of the damage the engineer missed during his inspection, they now claim there is damage to the copper bay roof, but it is not big enough. They also say the damage on the downspout(s) is due to something other than hail.

  As I mentioned in my previous response, the engineer and the seek now reports both failed to give the Pure adjuster the necessary information to make an informed decision and because of this they should not be used. I am certain they would not use inaccurate report to pay our claim so I expect they do not use it to deny our claim just because it benefits Pure.

  I am very disappointed the way Pure has been handling our claim and we again are rejecting their response.

  
  Sincerely,
  
  ***** Sezen

• Initial Complaint

  Date:03/11/2024

  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 was in a non fault accident on 2/13/2024 and Pure insurance has given me the run around. Their client caused a 3 car accident and they have paid out the other vehicle but refuse to accept liability for my car. My claim adjuster will not pick up the phone. I have had one conversation with her and she was rude and condescending. I have asked to speak with a supervisor and have been ignored. This company is truly unprofessional and lack ethic or morale.

  Business Response

  Date: 04/04/2024

  To Whom It May ********************* you for your letters dated March 11th and 18th 2024.  We did not receive these letters until March 28, 2024, and therefore we were unable to respond timely. We have reviewed Ms. ******* concerns regarding PUREs handling of claim number AL-******* and take this opportunity to respond.

  PURE member, *************************, indicated that she did not make contact with the rear of Ms. ******* car. Based on this statement, we obtained measured photos of both the front end of ****************** vehicle and the rear end of the claimants vehicle.  We reviewed these measured photos with our auto appraisers, and they advised that the damage does not match up, which confirms our members statement.  We also received photos from Ms. ******* repair shop, which show significant damage to the rear bumper, liftgate, rebar and floor. **************** has no damage to the front end, and as such, there is no possible way that the damage to Ms. ******* car could have been caused by this loss.
  For your review we have included the following: 1) photos of Ms. ******* vehicle; 2) photos of ****************** vehicle; and 3) copy of the Denial Letter.
  Please do not hesitate to contact me with any questions or concerns. If we can provide any additional information or documentation, please let us know.
  
  Sincerely,
  
  *************************
  AVP, Compliance
  ***********************************
  **************
  

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21416836
  
  I am rejecting this response because:
   According to the police report and the other insurance companies ***************** is at fault. I have spoken with two lawyers who also stated that it doesnt matter if her car never came in contact with my car if she did an improper lane change that caused a three car accident she is at fault. They also stated that if Mr. ******* vehicle was proven to be damaged because of your client then it should be the same. She cant be liable for part of an accident she caused. As for speaking with you. I have asked time in and time out to speak with someone to file a complaint and I never got up to you. Customer service is horrible and no care for other individuals. I am ready to resolve this issue in some way.

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

  Business Response

  Date: 04/24/2024

  Good morning, 

  Attached please find our response to the rejection for the above-referenced complaint.

  Please do not hesitate to contact us if you have any questions.

  Kind regards,

  *************************, MCM AVP, Compliance
  Tel: ************ Fax: ************ Cell: ************
  ****************************************************
  
  

• Initial Complaint

  Date:02/09/2023

  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.

  On November 5, 2022 I purchased a car and 12 hours later was in a car accident unfortunately the car was towed pure insurance waited five weeks to distinguish coverage and over the last three months has tried to negotiate under value of the purchase of the vehicle and then refused to pay the tow yard in which the towing company *** sold a vehicle in auction. Due to the lack of of claims management that now revokes my option to invoke appraisal they are not only trying to lowball me on the value of this truck but not giving me any appraisal value for items that are clearly visible on the vehicle.

  Business Response

  Date: 02/28/2023

  Good morning:

  I am writing in regards to complaint ID ******** regarding PURE insured ****************************  The letters I received this morning via email are dated February 9th and February 17th; my apologies that we are just now receiving these pieces of mail and were unable to respond timely.

   

  As of today, we have settled ******************** claim and a check was issued and sent to him via ***** on February 21, 2023.  We are happy to provide additional information on this claim, but would respectfully request another week (7 days) to compile our reply as today is the first we have seen this complaint.  Please confirm if a response by March 3, 2023 is acceptable.

   

  *****************, copied on this email, will be your contact for this complaint going forward.

   

  Kind regards,

  Allie