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:06/18/2025

  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.

  Claim number ********** I got rear ended/ in a 3 car accident caused by a Founders insured driver April 29th 2025. The driver had a revoked license so he shouldnt have been driving to begin with!I filed a claim with Founders 2 days later with the police report attached & had the body shop send an estimate over. I didnt hear anything for 3 weeks. No one returned my or the body shops calls. May 29th 2025, I get a call stating they accepted ************** claim was being forwarded to an adjuster. 2 weeks go by & the BODY SHOP (not founders) calls me saying its totaled what?! So I call the adjuster right away & she confirms & says they still need an estimate from the 2nd party before payment can be sent. June 17th 2025, I contact the 2nd *********** if she has sent over the estimate (mind you the accident was almost 2 months ago) & she said Founders has not called her or sent anything to her address & this is the first she is even hearing anything about the claim! Crazy. I had her contact the adjuster immediately & the adjuster told her that they were 2 weeks away from denying the claim & had her address, ************ number wrong when there was a police report made with her correct info! How do you have her wrong info when there is a police report?!?! Founders never returns calls. They are rude as heck. & they will do EVERYTHING POSSIBLE TO DENY YOUR CLAIM. Ive been without a car for about 2 months & who knows how long it will take to get a payout for my totaled car! & now I am getting subpoenaed to court because THEIR insured driver was sited & jailed at the ********** being dragged around as a witness.This company should be SHUT DOWN!!!! Ive reported them to the Department of Insurance

  

  Business Response

  Date: 06/25/2025

  We appreciate your feedback to the Better Business Bureau a valued consumer resource; however, an investigation is still ongoing regarding this claim as we are pending all demands. If you have any questions, please contact your Claims Adjuster. 

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23490172
  
  I am rejecting this response because: its been 2 months and nothing has been solved 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 06/26/2025

  We appreciate the complainant's concerns and are working diligently to complete our investigation.  As soon as our investigation is complete, the complainant will be contacted and advised accordingly.

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23490172
  
  I am rejecting this response because: still nothing solved!!!!
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:06/17/2025

  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.

  The date was 5/21/25 when the insurance company was able to determine the amount it would cause to fix my vehicle. Prior to that, I was told that an adjuster would be in contact with me about checking my vehicle out. The accident occurred 5/15/25, I file and submitted a claim on 5/19/25. It took them 2 days to quickly determine the amount it would require to fix my vehicle without even speaking to an adjuster or anyone ever coming to check out my vehicle. Under duress, me not being knowledgeable about how everything works the guy ***** ********** sent me a check for the amount of ********. Without exactly knowing everything going on based off of pictures I sent them. I still knew the amount he told me wouldnt fix my vehicle. ***** indicated well send us a new invoice, once I get an estimate of my own. I got an estimate from the shop for the amount of ********, which was over the amount of check that was issued. Since I followed up like the adjustor requested, he refused to call me back or even respond through email. I dont know what else to do. I would like for the difference to be issued which would be ********, or something closer to that amount. I called and left him voicemails a few times I emailed him a few times but no response. Prior to me sending an estimate, ***** was responding. They definitely find the most lowest amount to issue to people like myself who is uninformed about how this process goes. Ive gotten new insight from speaking with a lawyer about how it should goes. I was only able to get a portion of vehicle fixed from what was caused by the accident, because the amount that was issued wouldnt be enough and Ive already expressed that to the insurance company. I even asked how are you able to determine an estimate without even looking to what was wrong from the start. The estimate I received was determined by me physically allowing them to see the issues. The amount was only for the body damages but there was also other issues underneath.

  

  Business Response

  Date: 06/18/2025

  We appreciate your feedback to the Better Business Bureau a valued consumer resource. Our Claims team responded on 05/27/2025 & 06/12/2025 and the claim was resolved on 05/28/2025. If you have any questions,  please don't hesitate to contact your Claims Adjuster.

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23481128
  
  I am rejecting this response because: my vehicle had no issues until the accident. How can my brakes be disregarded. I was at a stop, holding my brakes. Brakes and rotors scraped once being hit from the rear. But disregarding the brakes the estimated I received from the shop for my body work was well above the amount I received of *****, without including brakes but my brakes was definitely damaged due to the accident. My front brakes have no damages or anything. My rear does in which I got fixed because I wouldnt be able to drive. I been got inspections Every time I go get an oil change or etc I was never told I need to pay attention to any brake issues. The accident occur and now brake issues, I been driving my vehicle with no issues until I was hit from the rear. Why issue me a check for an amount without knowing everything? Why disregard everything I told you guys and determine that ***** would cover everything. I wish you guys would just do whats right and fair. Now ***** the person I been in contact with decides to respond to me only because a compliant been file which I find very weird. I called twice and left voicemail both times. I sent emails over and over and no response. They responded 6/12 requesting for estimate and photos in which was provided, but thats when the conversation ended. Today is 6/18/25 If I didnt file a complaint they wouldve continue to ignore me. Now you guys feel entitled to respond only because of a complaint. My muffler messed up and brakes which all is in the rear. My lift gate is damaged, my rear bumper is damage and slanted/crooked. Like Ive mentioned several times my vehicle was operating perfectly fine, its my way of working and making ends meet. That was disrupted after the accident I wasnt able to drive my vehicle anymore not due to body damage but because of brakes. I was at a stop holding on my brakes, got reared ended by founders insured driver. Theyre vehicle was damage pretty bad. The hood was shaped like a triangle the smacked to my rear had caused my brakes to scrub against my rotors or whatever, my vehicle was then unsafe to drive, but before no issues. Every time I get oil change they let me know what else I need to be done and never not once mentioned brake work. My last inspection was 4/29/25 no issues. Accident occurred 5/15/25 issues now arise Im not making this up. But besides from the brakes if we was to only include body work ***** wouldnt still cover the expenses for my body work and muffler work so I find it hard to imagine how was that amount issue to me in a check form under duress? Now you guys are hesitant to pay the difference Ive submitted photos twice. Ive attached photos of email that was sent to me today due to the complaint and thats the only reason why they responded. You can see no communication occurred I sent emails over and over left voice mails as well. 
  
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 06/23/2025

  We appreciate your feedback to the Better Business Bureau a valued consumer resource. Our Claims team shared our final position regarding this claim on 06/18/2025. If you have any questions, please contact your Claims Adjuster.

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23481128
  
  I am rejecting this response because: The adjuster emailed the same message as before. Its the same response prior to ignoring my emails and calls. I havent got a response to what I inquired about. 
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:05/29/2025

  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.

  On March 31st, 2025 I bought a six month insurance policy from Founders Insurance company and paid $801. I cancelled that policy on April 28th, 2025 due to being told I had sr22 insurance, then later finding out sr22 insurance was not covered. No big deal. I was told I was issued a refund of $671 on May 14th, I received the closing papers in the mail about a week later but no refund check. Now on May 28th I am calling for the third time about my check and being told to just wait and see and that it should be coming with no other details besides that my check was NOT mailed on the 14th, but instead the 19th. It is May 28th today and I still havent gotten a refund. I called about the refund and **** ****** the supervisor proceeded to argue with me and yell over the phone. Im still out of my $671 with no explanation besides to wait for the check in the mail! The company refuses to help or provide any real answers to questions besides to wait. In this economy nobody has the time to wait around a month to receive their own money back!

  

  Business Response

  Date: 06/05/2025

  We appreciate your feedback to the Better Business Bureau a valued consumer resource. Our Claims team shared our final position regarding this claim on 05/28/2025 as payment was issued on 05/19/2025. If you have any questions, please contact the billing department.

• Initial Complaint

  Date:05/29/2025

  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 bought insurance with this company on 8/2/2024 to be in effect til 2/2/2025. January i paid my premium after I realized the card on file was no longer good and I missed a payment. I fully expected I would receive notice in the mail of premium renewal or cancellation but didnt receive anything. Like most busy adults we depend on these notices and they are actually the law in ****. I received nothing and didnt know my insurance was expired I called the company payed my premium within the 30 ***** period it says Founders gives only to be told I had a lapse in coverage. I didnt have a wreck so I assumed my coverage would be reinstated without lapse or issue but I was wrong . The two individuals I spoke to at founders was the rudest females I have ever spoke to. I have requested proof that I was given written notice that my insurance was expiring but I have yet to receive anything

  

  Business Response

  Date: 06/05/2025

  We appreciate your feedback to the Better Business Bureau a valued consumer resource. Our Claims team responded on 06/02/2025, and the claim was resolved on 06/05/2025. If you have any questions,  please don't hesitate to contact the representative from Founders that you have been speaking with.  
  

• Initial Complaint

  Date:05/22/2025

  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.

  This insurance company failed to get my vehicle repaired after one of their Insurer rear ended me. I contacted them multiple times and they continued to give me the run around. It's been 2 months and only thing they sent me was a letter stating my claim was still under investigation.

  

  Business Response

  Date: 05/28/2025

  We appreciate your feedback to the Better Business Bureau a valued consumer resource. Our Claims team responded on May 28, 2025, and the claim was resolved on May 28, 2025. If you have any questions, please don't hesitate to contact your Claims Adjuster.

  Customer Answer

  Date: 05/28/2025

   
  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:05/02/2025

  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 4/24/25 I was struck head on by a driver insured by Founders. The driver was cited at the scene, both vehicles were totaled and had to be towed from the scene. On 4/25/25 I filed a claim via Founders website and received a claim number ********** followed by a email stating that someone would be in contact within 24 hours regarding my claim. On 4/28/25 after not hearing anything from anyone I decided to call the claims department to check the status of my claim. I was greeted by a automated system which attempted to reach out to the adjuster by the name of **** M but was sent directly to voicemail. Later that afternoon I received a call from **** who informed that she would need to ask me a serious of questions regarding the accident and she also advised me that it would be recorded and I agreed. So after she gathered all the information needed and stop recording she asked me if had any questions and I ask her how do they go about getting a rental car and she explained that if they did cover a rental that I would have to pay out of pocket and later be reimbursed but advised me to just go through my own insurance company and then proceeds to tell me that they may not liable for damages because the claim is under investigation because the policy holder had Non Owners insurance but the vehicle that the driver hit me in was registered in her name. At that moment I told her I would have to get legal advice regarding the matter and she me told well make sure you have them send a demand letter to her contact information and that someone from the personal injury department would be contacting me and that was the last communication we had. As of today 5/2/25 I hadn't received any calls, emails, or letters from anyone so I decided to call the claims department only to find out that the claim has been closed. I have reason to believe that this company is operating in bad faith.

  

  Business Response

  Date: 05/08/2025

  We appreciate your feedback to the Better Business Bureau a valued consumer resource. Our Claims team shared our final position regarding this claim on May 7, 2025 . If you have any questions, please contact your Claims Adjuster.

• Initial Complaint

  Date:04/28/2025

  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 4/3/2025 I was in a car accident. I carried full coverage through Founders and now they dont want to pay my claim. Theyre saying because I live with my girlfriend they dont have to pay. Theyre saying I answered a question wrong. They are saying that I didnt say she had a suspended license. Shes wasnt driving that night nor did she ever. Shes not on the policy. Ive paid into this policy every month in the amount of $164.00 and on time. Theyre saying because said that it would look like I didnt even have insurance the whole time.

  

  Business Response

  Date: 05/06/2025

  We appreciate your feedback to the Better Business Bureau a valued consumer resource. Our Claims team shared our final position regarding this claim on April 25, 2025. If you have any questions, please contact your Claims Adjuster.

• Initial Complaint

  Date:04/14/2025

  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.

  Insurance company is attempting to not reimburse me for the full amount of the rental car after an accident.

  

  Business Response

  Date: 04/14/2025

  We appreciate your feedback to the Better Business Bureau a valued consumer resource. Our Claims team shared our final position regarding this claim on 04/14/2025. If you have any questions, please contact your Claims Adjuster.

• Initial Complaint

  Date:02/26/2025

  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.

  We had a power surge December 11, 2024 and all of our appliances were burnt out including our furnace. We lived through a whole ******* winter without a furnace. I have sent pictures, receipts, and estimates and I was only sent a check for the furnace. I have requested my policy and coverages and never received that. The check they sent out was not cashable due to being made out to the wrong loan company along with myself. They don't communicate effectively at all and I have no idea where my claim is and what they are going to pay for. The insurance company expected me to relocate my family of 6 to a hotel for now 12 weeks with no guarantee of reimbursement of the hotel and now they don't want to pay a 3000$ bill for cracking of the walls and condensation from trying to heat the house. And due to not receiving my policy and coverages I have no idea what is covered.

  

  Business Response

  Date: 02/27/2025

  Founders Insurance Company strives to provide the best possible service to our customers.  A member of our claims team will be in contact with the complainant by the next business day to discuss their concerns.

• Initial Complaint

  Date:02/21/2025

  Type:Order 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 struck parked in front of my driveway. The driver was insured by Founders. I filed a claim and then got an estimate for the damage. The remaining damage estimate was completed by a shop they chose. They determined there was additional damage that needed to be covered. Founders refuses to send me a check for the difference in the damage cost and states they will only send it to a repair shop. I informed them that I will be getting different quotes to get the car fixed and just want the check to have payment for whatever shop I choose. They refuse to send the payment directly to me.

  

  Business Response

  Date: 02/25/2025

  Please be advised that the complainant in this matter is not our consumer but rather a third-party claimant pursuing a claim against our insured's policy for damages.  A member of our team spoke with the complainant today and the issue is resolved.