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:08/25/2022

  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 into a car accident with one of their policy holder on 8/22 and tried to file a claim . I been calling for the last 3 days and no answer . I was on hold for 2 hours today and still no answer . I even filed a claim online 3 days ago and still no answer .

  

  Business Response

  Date: 09/06/2022

  If the complainant can provide a claim number, that would be helpful since we cannot use his full name for a search.

  Thank you

• Initial Complaint

  Date:08/24/2022

  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.

  This has to be the most unprofessional insurance company. Their client ( my neighbor) crashed into my parked car on 8/16/22. Today is 8/24/22 a week later and no one reached out to me regarding repairs or rental for my vehicle. Ive been patient waiting on them to reach out to me. And finally around the afternoon of 8/22 I started calling them and reaching out for four hours and no progress. On Tuesday I had gained a little more information about the claim from the tow truck driver that hauled my neighbors car. I continued to reach out to them and being put on hold for hours at a time. I finally got through to her adjuster ********************************* who was extremely rude and brief. Her solution was basically for me to file a new claim, and to continue to put me back on hold for hours till they closed. So I finally reached out to ********************* left him a voice mail and waited on him to call me. I was reaching out to him today on hold for an hour just to get sent to his voicemail. Then **** finally calls. I asked him why havent they reached out to me and what needs to be done so I can move forward in getting my vehicle to the body shop. All he gives me is excuses. I tell him that Ive never had such a bad experience dealing with any insurance company my entire life and he asks oh how many insurance companies have you dealt with? How unprofessional and disgusting of him to even ask me that. Him knowing that his client hit my vehicle that was parked. It went from them not having a copy of police report to them not having my information, and not even bothering to gather my information so we can move forward. He was trying to end the phone conversation with out getting my information and I asked him doesnt he need my information since that was one of his many excuses for incompetence. So I ask for his email so I dont have to have to be put on hold for hours he says he doesnt have one. Then I ask for his supervisor extension he refused to give it to me and hung up on me.

  

  Business Response

  Date: 09/06/2022

  If the complainant can please provide a claim number, we would appreciate it. This will enable us to investigate further.

  Thank you

  Customer Answer

  Date: 09/08/2022

   
  Complaint: 17763914
  
  I am rejecting this response because: Its pathetic you have all of my information and asking me for my claim #*********.

  Its been a month since your insured clearly at fault hit me and not one single phone call from your entire company. After calling you you guys for 2 weeks straight! This is how you treat people that have been inconvenienced. You dont even deserve recognition from the BBB let alone an A rating. I took it upon myself to reach out to my insurance, a real insurance company and theyre handling it from here. I just pray for all of your victims that youve scammed.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/20/2022

  As the complainant is subrogating her claim, we ask the BBB to strike this complaint from our record. Per the claim notes, the adjusting team did speak with the complainant and she was very aggressive to the point where the call needed to be disconnected by our team. Direct Auto is sorry she feels she had a poor experience with our company and we will work her carrier from here.

  Thank you

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 17763914
  
  I am rejecting this response because: With these responses all Im getting is excuses. Its obviously a reoccurring theme where you immediately put the blame on the complainant. I wouldnt have to reach out to my insurance if you were a legitimate company. Its funny how Ive read every single complaint on the BBB and every single person said the exact same thing and your response was to blame that person. Incompetent and a scam. Hope you wont last in business for long scamming and destroying peoples lives. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/24/2022

  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.

  See attached

  Customer Answer

  Date: 08/24/2022

  Hi my name is *********************** and I have a 2018 Kia ******** up until 8-2-2022 someone stole it from in front of my house I reported it to my insurance company then on 8 8 2022 the police called me and said they located my vehicle I then called my insurance company at that time to let them know so they found it they got the car towed to the shop on 8-8-2022 they said they would let me know whats going on I never heard back from them I called them on **** they said they was still waiting on the police report so I went and go the police report and emailed to them they said ok give them 24 hrs to review I then called them back 8-16-2022 they then said they take ***** hrs to review I said ok the lady then called me and said I only been with them 6 day prior to the incident so they said they need my old insurance company policy to continue working on my case they have been giving me the run around every since day one I am now car less and Im trying to get answer to whats going on with my car they are not giving me no answers to whats going on with my car

  

  Business Response

  Date: 09/06/2022

  Per the claim notes, the complainant was contacted on 8/23 and then again on 9/2. A check was ordered for payment on 9/2 in settlement of the claim.

  Thank you

• Initial Complaint

  Date:08/23/2022

  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.

  On 12/23/21 One of the company's insured hit my vehicle. I filed a claim. Never received any information after completing the claim. In March of 2022 I called and spoke to someone that told me my claim was approved and a settlement offer was sent. I did not approve the settlement because it was less than my Damages. The agent told me to send my estimated in again. I did and he spoke to me and told me they were approved. Now we are in August of 2022 I have been calling for months still no payment and still no response. I spoke with the operator who reviewed my claim info on August 15, 2022 and she advised me that my adjuster no longer worked for the company and that was the reason my check has not been sent, She gave me info for my new adjusters ***********************, *************************** and the Manager ***************************. I've called and left several messages for the last few weeks and no one has contacted me back. I received an answer from *************************** on 8/17/22 and quickly looked at my claim number and told me that he sees that it is an old claim that should have been paid out and advised me that he was on the phone and he would have to call me back . I have yet to receive a call even after calling and leaving several more voicemails.

  

  Business Response

  Date: 08/25/2022

  If this complainant can provide a claim number, we would appreciate it. Or if the claim is under another person's name, please provide it.

  Thank you

  Customer Answer

  Date: 08/29/2022

   
  Complaint: 17756458
  
  I am rejecting this response because there has yet to be a resolution and I had previously provided contact information. I am providing my claim number which is ***** phone number ************, email : *************************
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/06/2022

  On behalf of Direct Auto Insurance, we ask the complainant to accept our sincerest apologies. Plain and simple, we dropped the ball; rest assured, we will have someone take care of this issue and bring it to a swift resolve.

  Thank you

  Customer Answer

  Date: 09/12/2022

   
  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:08/19/2022

  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 a car crash in April. It is currently August and I have never received a phone call regarding my claim. I am insured with direct auto and I have called them almost every weekday since my accident. It took them 2 month just to approve the claim and now they cant be contacted by myself or the auto shop. When we call we are on hold for hours sometimes just for the voicemail to come up. I am at my **** end.

  

  Business Response

  Date: 08/21/2022

  Per the claim notes, I see Direct has been in contact with the complainant multiple times as the claim as moved forward and as recently as 08/15/2022; we are moving forward with repairs to the vehicle.

  Thank you

• Initial Complaint

  Date:08/15/2022

  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.

  My car was hit on ******** 355, mile marker 7 by an insured of Direct Auto on July 3, 2022. Their insured was issued a ticket for improper lane usage. I contacted Direct Auto on July 5 and was assigned claim #**********. I completed all information requested by Direct Auto by July 14 but have received no response to my continuing phone calls which go directly to voice mail. On **** when I last got a representative I was told I would be called when they received the ********************* accident report which my insurance states is usually available within 2 weeks of the accident. No response to voice messages left on 8-1, **** or ****.

  

  Business Response

  Date: 08/21/2022

  We will notify the Direct adjusting team to contact the complainant with an update. A quick review of the file reflects we have not received any information from the insured as of yet. If we do not receive information from the insured, this may cause a coverage issue.

  Thank you

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17719750
  
  I am rejecting this response because:  the information received is the same as I received over one month ago.    Their insured not responding should not be my problem.    State Police website indicates a response on the accident report is available.   Their insured was ticketed for improper lane usage.    We are not making any progress.   Claim adjuster refused to give me locations of the repair shops they use is my area so I could have the car repaired using my insurance but minimize the risk of overpaying (in their eyes).
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/08/2022

  Our adjusting team contacted the complainant on 08/22/2022 explaining we were waiting on additional information and would contact her when received. We will ask the adjuster to contact her again with an update. The complainant has said she may decide to go through her carrier, which she is free to do obviously, her carrier will then subrogate the claim. 

  Thank you

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 17719750
  
  I am rejecting this response because:
  I received a call last Thursday indicating Direct Auto was assuming liability for visible damage and a letter and release was being mailed.    Nothing received so far.   Will update complaint when car is repaired.
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/08/2022

  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.

  It is impossible to file a claim with this company or speak to anyone. No one responds the phone, voicemails or messages. Supervisors are never available. Its a constant game of calling and hoping someone will answer the phone, but it never happens . It has been an exhausting experience. It has been since 7/19 since an insure from Direct Auto hit my vehicle and until this day no one has responded to my claim. I have submitted forms, called tons of times and until this day no one has answered the phone . Not sure how they have a claims department but the adjusters never respond, call back , or help their clients. This place needs to be investigated. The amount of awful reviews they have everywhere is absurd. I am not sure how theyre still in business . They are still taking money from clients, claiming they are insured, but never pay for claims or assist their clients.

  

  Business Response

  Date: 08/21/2022

  Direct Auto has multiple ways to file a claim. Not only by phone, you can go to our website and file online. A representative will contact the person who filed the claim within two business days.

  Thank you

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17688886
  
  I am rejecting this response because:

   

  I have e-mailed direct Auto Insurance, called, left voice messages, gone on line and left messages.

   

  It has been over 1 month since my accident and they still have not reached out to me or responded.
  
  Sincerely,
  
  ******************

  

  Business Response

  Date: 09/08/2022

  Our First Notice of Loss Supervisor attempted to contact the complainant but no response. And she could not leave a message because this person's voicemail is not set up. She will send an email asking for a response.

  Direct Auto has increased the number of staff on our First Notice of Loss Team and now offer online Claims Submissions on our website at mydirectauto.com to expedite wait times.

  Thank you!

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17688886
  
  I am rejecting this response because:

   

  My accident happened on 7/19 almost 2 months ago. 

   

  On 9/8/22 for the first time since I filed a claim  I received a response from ***************************** because of my complaint through the Better Business Bureau. Prior to her call there was no communication or acknowledgment of my claim from either *************************** ( the Manger) or ********************* ( the adjuster).

   

  Unfortunately, due to the lack of response  and unprofessionalism (as you can see on my attachments) I have filed a claim through my insurance.

   

  However Direct Auto is still responsible for the medical claims bills of 4 people  that were on the vehicle at the time of the accident as well as the rental cost (which I will be sending again for the third time)

   

  Furthermore I seek for Direct Auto to pay my insurance  Progressive (as the law dictates) for damages over $8,000 dollars caused by their client as well as my deductible and loss of wages. 

   

  Lastly I  would like to encourage the BBB or whoever might be reviewing this complaint to take a moment and do further research on this company. The reviews on ****** pretty much summarize the lack of response, commitment and poor customer service the ********************** provides to paying customers.

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

• Initial Complaint

  Date:08/08/2022

  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.

  someone sideswiped me at the start of July. Direct Auto had my auto towed on July 10th and I haven't seen it since. I call every single day. I've been hung up on daily, on hold for hours daily, given attitude daily, when all I'm trying to figure out is where is my car, when or if it is getting fixed, and when I can get it back. These people are terrible and I still have no idea what is going on. My next step is to file a police report and report my car stolen. Last week, they said they were waiting on a police report. I called the police station, the police station said they have not heard from my insurance company and are not sending any reports. I paid for the report and sent it to them myself last Monday. They said it takes 4 to 5 days for it to go through. I haven't heard anything else. I will call again today but if nothing is done, I'm calling my car in as stolen. They have had my car for a month and have told me nothing. I am done with this company but I have no idea what else to do. This is the worst experience I have had. Being an elderly person, this is terrible and they have not been nice or helpful at all. I can't believe the run around I've been given and the disrespect is not okay. the claim number I was given is **********.

  

  Business Response

  Date: 08/21/2022

  Thank you for the opportunity to reply to this complaint.

  Per the claim notes, I see a settlement offer was made to ***** on August 9, 2022. Did our team hang up on her when she called? Yes, they did. When a caller is extremely aggressive and uses profanity to our team members, our protocol is to notify the caller they are disconnecting the call then do so. Unfortunately, the complainant called Direct on a few occasions using harsh words and profanity and the protocol was enacted.

  No one in any professional capacity should be harangued and belittled on a phone call when the representative is attempting to assist them. While we understand frustrations are in play, nobody should be abused in their workplace.

  Thank you

  Customer Answer

  Date: 08/24/2022

   
  Complaint: 17687569
  
  I am rejecting this response because what they stated is not truth. I've called several times and been hung up on several times. I have been given the run around since July12th and I still don't have my car back. This business is not a good place of business due to the lies and the level disrespect they showed to there paying customer. If anything with the level of disrespect they showed me and still are showing me I should have reported them sooner. I the paying customer should not have had to deal with such mess from such a dishonest company. In fact the few times I did speak with someone I was told for 3 weeks they are waiting for the police report that they ordered come to find out they can't order a report and I had to get and pay for it. This business will never get my business ever again and I will make sure to spread the word to get real insurance so that they don't have to endure everything I did.
  
  ********************************************

  

  Business Response

  Date: 09/08/2022

  We are very sorry the complainant feels she had a sour experience with our company. Her claim was completed in a very expedited manner and well within the guidelines set by the ******** Department of Insurance. Payment was issued in a timely manner in our efforts to bring the claim to an amicable resolution.

  Thank you