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:09/28/2022

  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.

  My claim was denied falsely on 9/18 my parked car was hit. I was out of town and I was truthful when reporting the accident. They told me my claim was denied because I didnt get a police report within 24 hours, because I was out of town. It is impossible to talk to someone and when you do the have the worst demeanor in customer service Ive ever experienced. I just want my full coverages vehicle to be repaired by the insurance company I pay every month.

  

  Business Response

  Date: 09/30/2022

  Per the complainant's policy, there are specific guidelines set for this type of loss. At this time, the denial stands.

  Thank you

• Initial Complaint

  Date:09/27/2022

  Type:Customer Service 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 involved in a car accident on the 7th of September and filed an insurance claim on the same day. After one week of not hearing anything, I reached out to my insurance company direct auto insurance ** and was placed on hold for three plus hours even while being third in line, after finally speaking with an employee she informed me that I need a police report and my adjustor ********************* would give me a call. Another day passed and I had not heard anything from **** or direct auto so I called back and was put on hold for 5 hours to finally speak to a representative who then told me something **mpletely different from the first now stating I need to inform the towing company of the pickup, and that I would have to email *************** instead of him calling me as they provide me with an email address that was invalid or was not up as I received an address does not exist reply. During these four to five-hour wait times, I would get users who would pick up the phone and go straight to voicemail, or the call would just plain drop **mpletely as such I ask for help from my immediate family members to try and get a hold of a representative giving them the claim number, and ext numbers I was provided that only goes to voicemail. I was then informed by my family they were yelled at and repeatedly hung up on for not being the insured on the policy, these wait times and different stories have **ntinued to go on for over a week now and I have been hung up on or sent to a voicemail with no help or proper idea of what was going on. Therefore I was left to seek help from my aunt who has been throwing things like this before we sat on a three-way call (which direct auto claimed they do not do) for two hours to speak with an agent name ********, who gave me newer information not told by the first or se**nd agent. I would like to just finish this claim to put this entire accident behind me. I would like this company to be look at for drag along and trying to stall out incidents.

  

  Business Response

  Date: 09/30/2022

  Per the claim notes, our team members did speak with the complainant's grandmother and while we understand she was attempting to represent the complainant, we could not speak with her without permission directly from the complainant. It is our policy, as it is with many companies now, that company representatives cannot provide information to anyone without express permission from the policy holder. 

  At this time, representatives will reach out to the complainant today. It seems he picked up his vehicle without notifying the company.

  Finally, this claim was filed on 9/12/2022, Direct Auto is well within the timing guidelines set by the Department of Insurance.

  Thank you

  Customer Answer

  Date: 10/10/2022

  Hello Direct Auto and Better Business Bureau
  I am rejecting this response because the matter at hand was not addressed and the disrespect towards my family was not kind it is not why I contacted the BBB. My issues fall under the poor communication direct auto has failed to provide, starting with ********'s lack of information and failure to provide me with all the paperwork until one month after. Another example would be, being informed that my adjustor would call me on how to move forward on my claim after 5-7 business days after I placed my claim and I have yet to even speak with the adjustor *********************. Even my most recent interaction with direct auto after filing this BBB claim ******** called me while I was at work on September 30, 2022, and told me they could not move forward with my claim because I had removed my car from the tow lot I informed ******** I did no such thing as I have not a way to get to the tow lot, I dont have a truck bed to pick up the car, nor do I have a place to store said vehicle to which she informed me she would check and I will give you a call back I did not hear back from ******** until Monday, October 03, 2022, when I called direct auto. ******** then proceeded to tell me we will not provide every customer with an update as that would take too long which I agree but informed her last we have spoken you had no idea where my vehicle is and I had no idea where the vehicle was and thus I believe my damaged vehicle was stolen or something does provided me with an update not seem important, she then informed me that they had the vehicle, but their poor communication led to them believing I had the vehicle. The lack of Important communication is why I have asked for the Better Business Bureau to step in while Im not asking for real-time updates important such as who is my adjustor, what are all the forms needed, and not making claims that I removed an unusable vehicle which fully checking your team.

   
  Complaint: 18137877
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/20/2022

  Direct apologizes for the miscommunication with the vehicle location. On 10/4 and again on 10/18, the adjuster spoke with the complainant notifying that we are still pending photos and estimate for review.

  Thank you

  Customer Answer

  Date: 10/24/2022

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/27/2022

  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.

  Car accident on Wednesday 9/7/22, followed up with car insurance about my claim and was not able to get into contact with anyone, phone would ring, I would be 14th caller online go to number 1 caller only to get a voicemail, numerous of times, called everyday, decided to file the claim again through website and was emailed name of claim adjuster *******************************, was given wrong extension number so I could not reach her. Kept calling finally got to someone in a different **** gave me correct ext. ****. Talked to ******** and was extremely rude, gave her my information and discussed accident and where my car was totaled at (************) in sterling ********. She asked to get car released so they could pick up, which I called the towing place that same day and called ******** back the next business day and did not answer both times I called so left voicemails. When I called ******** to state my car had still not be towed she said I never called her to tell her my car was released which I did call her and left voicemails stating to call me back. It took about 5 business days till it got towed away after that last call with her. I called again Monday to follow up on claim 9/26 and ******** said they have not received any of my paperwork she sent me and the police report I got. Which I received 9/19 and mailed it back 9/20. I have felt I have been getting the run around and nothing is being done or they moving very slowly with my case. Its been almost 3 weeks and I need a vehicle. Ill I am asking is to get my claim resolved and not get fined for the additional days it sat at the towing place.

  

  Business Response

  Date: 09/30/2022

  We will request the adjuster reach out to the complainant to answer any questions she may have at this time. There are multiple vehicles involved in this incident and we need to investigate the loss thoroughly. Direct is still pending a police report. A company cannot declare a vehicle a total loss at the behest of an insured, it must review the photos and reports from appraisers.

  At this time, Direct is well within the timeframe outlined by the Department of Insurance to bring the loss to an amicable resolution. 

  Thank you

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 18134287
  
  I am rejecting this response because:
  I have called numerous of times to ask about my case & to ask if they have everything they need from me so we can move forward and close my case. I understand the time frame on my case but I do not receive any communication. I have left voicemails as well and want some communication. 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/20/2022

  Our adjusting team has declared the vehicle a total loss and mailed documentation to the complainant on 10/13/2022. Once the completed documents are received, we can move forward to a resolution on this loss.

  The adjuster info for the Total Loss Adjuster was included on the documents for the complainant to contact her.

  Thank you

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18134287
  
  I am rejecting this response because: I have been ignored every time I call it gets sent to voicemail and I dont receive a call back. This is the second time I have resent paperwork. I want this claim resolved please. 
  
  Sincerely,

  ***********************

• Initial Complaint

  Date:09/27/2022

  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 got rear-ended by one of the drivers My Direct Auto insures on 7/26/22. It was 100% the other driver's fault, they admitted such which is on the official police report, I have photos/video footage of the state police trooper removing the other driver's license plate from my car's bumper. It has been almost two months, and I have heard NOTHING, and unlike legit insurance agencies, this one is only open M-F, 8-4. They sent paperwork for me to fill out and mail back, which I did. They asked me to e-mail photos, which I did. They said I could not speak with the assigned adjuster (*********************) until these things happened. Both of those requests were completed immediately, and I even have a confirmation e-mail from ******************* stating this. She asked me for a copy of the police report, which I paid to receive, even though that should be the job of the insurance agency, and e-mailed the pdf right away and have confirmation, again from ***, that it was received.Yet even after leaving a voicemail message for ********************* himself, when I was finally able to get through, he has never once contacted me nor returned my calls/inquiries. So I called last week and asked if I could be switched to a different adjuster because ********************* is unresponsive. She, in a rude tone of voice, told me they cannot change adjusters once a claim is created and offered to transfer me to his desk. I said, "No, because I know he's not going to answer nor return my call, so I would prefer to talk to a manager." She said she'd transfer to his "Desk Manager" (I don't remember his name). Surprise, surprise, that call went to voicemail as well. I, once again, left a long-winded message going over all the details and asked to be contacted within 24 hours. It's now been over two weeks, and no returned calls from either party.When you check their reviews on ******* they've received a solid 1-star average, so I am submitting this not only for myself but for everyone that is/has been scammed by them!

  

  Business Response

  Date: 09/30/2022

  We apologize for the lack of communications with our company. We have directed the adjuster to reach out to the complainant to move this loss to a resolution.

  Thank you

• Initial Complaint

  Date:09/27/2022

  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.

  On August 28th 2022 I called to report a car accident I was involved in on August 27th 2022. Direct Auto did not give me a claim number instead told me someone will call me back with a claim number. I have not heard from them, when I try to call I get hung up on or there's no way to reach them. It is now a month since the accident I don't do much has a rental car and my car is still in the tow yard un drivable. I need my car repaired or replaced I need a rental car and I seek damages for injuries and emotional stress they are causing.

  

  Business Response

  Date: 09/30/2022

  Direct spoke with the complainant. She says she filed her claim on a weekend but we are closed weekends. The policy number given was incorrect so the claim could not be filed properly. Direct attempted to contact the complainant on 08/31/22 to no avail. The claim is now properly filed and storage fees were not mitigated, as per the policy, so discussions are in process for the vehicle to be released.

  Thank you

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18134140
  
  I am rejecting this response because: ****** said to me before anything that he needed to verify that I was covered.  He would not take any info from me until he verified that. Even if I was a day off I still infact called over a month ago and continued to call . As if today I was told on August 31st I would get  call back in 30 mins and did not receive one. I proceeded to call today Oct 3rd and still no answers to what is going on.

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

  

  Business Response

  Date: 10/17/2022

  Direct has requested the adjuster of record to contact the complainant. We apologize for the delays and issues with her contacting Direct. 

  Consumers can always contact Direct via email as well at **************************************** Please remember to include the claim number in the Subject line.

  Thank you

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18134140
  
  I am rejecting this response because: As you see in the attachment someone just called and she provided me with a phone number that does not work. In all this time I have only received the one phone call with the incorrect contact info unacceptable. Bad faith
  
  Sincerely,
  
  ****************************************

• Initial Complaint

  Date:09/22/2022

  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.

  Hello, I am a lienholder for multiple mutual clients. My company is Superior Auto Mall. My employee, ***, called Direct Auto on 9/21/22 to verify if our clients insurance was active, the dates that they are insured, and the comp and collision amounts. She spoke with ******** who advised her that if she was not the insured, she cannot give her any information. We deal with all major insurance companies and have never experienced this issue before. So I called back and ******** answered the phone and she was very rude, unprofessional, very argumentative and hung up in my face. Not once but multiple times. We called back multiple times and three times ******** answered, she hung up on me each time when I asked to speak with her supervisor. I kept calling back and eventually ********* answered the phone and advised that she can definitely assist my employee with the information. ********* was very professional and apologized for ********** behavior. I advised ******** that we would have our customers cancel their insurance with Direct and we will stop all business with your company and tell our friends and business partners at other car lots to stop doing business with your company as well and she did not seem to care. She is someone that makes your company look very bad. Something needs to be done about the way she treated myself and my employee. you should not have someone like ******** representing your company when and treating lienholder's the way we were treated. ********* really saved your company from losing a lot of business. ********* is an asset, ******** is a liability. Do something about her. Thank you.

  

  Business Response

  Date: 09/22/2022

  This is the wrong company. Please strike from our record.

  Thank you

• Initial Complaint

  Date:09/19/2022

  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.

  Upset that I can get a response to my claim I have been waiting for 3 weeks for someone to contact and no one has responded!

  

  Business Response

  Date: 09/22/2022

  We have asked the adjuster to reach out to the complainant today. Direct apologizes for the delay.

  Thank you

• Initial Complaint

  Date:09/19/2022

  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.

  Hello. In Feb of 2021., a female insured fell asleep at the wheel at 4AM in the morning and came driving through my fence and landed in my yard. I've called her insurance 'Direct Auto' and filed a claim as to which their insured did not report the accident. The agent said they could still take care of me. They sent me a form to fill out and I faxed everything back to them the next day. Well, it takes them forever to reply for anything. Anyway, they came back with an offer 10 months later and I declined due to it being so little. Months went by and as I kept trying to email the person that was supposed to be helping me. Then all of a sudden, my emails were being rejected from that email. I finally spoke to someone over the phone and accepted the offer because I was fed up. They emailed me the paper to sigh to release the check, I emailed it right back in minutes. A month goes by, and I had to email the gentleman that sent me the form. He then told me the person's name that is handling it from there. I called him and left a message. The second time I called him, he called me right back and said he would have the check sent out and I should receive it in **** business days and for me to call him back in 7 days. I did just that and left him a message to which I received a call back. Anyway, now when I call his extension, I am put into a call que as the 11th caller in the que and hold time is 945 minutes. I cannot get through to the persons extension at all. I am just tossed into this call que. I am going to their corporate office in the morning because this is ridiculous. My fence looks so bad and needs to be repaired. It's been 1 year and 7 months. UNNACCEPTABLE

  

  Business Response

  Date: 09/19/2022

  On behalf of Direct Auto, please accept our sincerest apologies for the length of time this claim took for resolution. Per the claim notes, the settlement check was issued today, 09/19/2022.

  Thank you

  Customer Answer

  Date: 09/26/2022

   
  Complaint: 18043610
  
  I am rejecting this response because: they told me in August that Id get the check in **** days and they didnt send it then. Its now September 26th and they said they issued a check on the 19th. I have yet to receive the check. I believe they lie to get the persons hopes up and still delay to the point where they give up. I am not giving up. Next step is to call my lawyer and file a small in small claims court. Enough is enough. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/30/2022

  Check number ****** was issued for settlement payment on 09/19/2022, which means it probably went in the mail on 09/20 or 09/21. Direct is not responsible for the actions of the **** but if the complainant does not receive the check by 10/05/2022, she can contact Direct to stop payment and re-issue. The office close to her address and may be easier to pick the check up directly.

  Thank you

  Customer Answer

  Date: 10/04/2022

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/18/2022

  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 had a minor fender ****** I have yet to hear from them I keep being place o. Hold all day to file a claim never heard from the adjuster yet that happen August 31 2022

  

  Business Response

  Date: 09/19/2022

  Per the claim notes, I see we have spoken with the complainant on 9/1, 9/9 and 9/16. His claim is being processed and once we have completed our investigation, and received all information, we should be able to resolve in a timely manner. As of right now we are well within the timing  guideline set by the Department of Insurance.

  Thank you

• Initial Complaint

  Date:09/16/2022

  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 AM TRYING TO ADD THEFT COVERAGE ON BOTH CARS, POLICY NO.**********, PLEASE HELP

  

  Business Response

  Date: 09/30/2022

  This is the wrong company. Please reassign and stroke from our record.