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:04/03/2024

  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 have contacted this company nonstop. I cancelled my policy with this company in February. They renewed my policy without my knowledge & took $602.33 from my bank account in March. I reached out March 4th over the phone to handle this matter. I was told I needed to send an email stating I want my policy cancelled & to send a copy of my new declarations page in order to receive my money back. I emailed the same day on March 4th. I never received a response. I emailed again on March 5th & then again on March 7th. I still received NO response. I then called on March 8th for some type of update regarding my payment. I was told there was a check made for the amount I was owed & would not be sent out until March 20th. This person told me I would then have to wait 7-10 business days for my mail to actually be delivered. This is extremely inconvenient & frustrating. I have other bills! Finally I receive a check on March 29th for the amount of $27.00!? At this point I will be contacting my attorney. I will also be reaching out to local news stations & social media platforms next. I am now convinced that this company is committing acts of fraud.Ive attached screenshots of me reaching out constantly. I sent another email stating what happened on April 1st & again on April 3rd.

  

  Business Response

  Date: 04/05/2024

  Please be advised that it is the goal of Founders Insurance Company to provide the best possible service to our customers.  A member of our staff will be in contact with the complainant shortly to discuss this matter further. 

• Initial Complaint

  Date:03/27/2024

  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.

  My car was hit by Founders company insured person on 2/23/24. The damage was minor. Upon intake of the call ******* was extremely demeaning and rude, to which I reported. Never received a response. I have submitted the same information three times, including photos of my vehicle, via email. I also submitted photos via their phone link. They claimed they could not reach the policy holder, I have talked to the policy holder 3 times and email correspondence, which I have forwarded to these people. It is a minor accident, but why should I pay for something that I did not do? I do not receive any communication from these people. The do not follow-up, and I have to do the leg work, for their insured person. They are rude, disengaged, and could care less. I want my car fixed, whether it is 20 dollars or ****** - their insured caused the accident. This is ridiculous.

  

  Business Response

  Date: 03/27/2024

  Please be advised that the complainant in this matter is not our consumer but rather a third-party claimant pursuing a claim for damages against our insured's policy.  Our records do reflect that this matter was resolved with payment request processed to the complainant and complainant's shop choice on March 27, 2024.  Please feel free to contact us should you require any additional information.

  Customer Answer

  Date: 03/30/2024

  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.

  However,  please note that 40 minutes after I filed the BBB complaint, I received an email acknowledging my issue from the company; not even 10 minutes after that I received a follow-up phone call, asking if I had any questions.  Yet, all my other calls and inquiries went unanswered. There is still an unreasonable wait to have my vehicle repaired, but at least it has started.

  While the ultimate end-game is achieved, and that is repair of my vehicle, the way I was initially treated, went unaddressed, and I received no follow-up.  I absolutely received unsatisfactory service and follow-up from this business.  The only reason they have timely responded, is so that they will have a "resolved" BBB complaint.  I feel sorry for anyone dealing with these people.

  I would like to thank BBB for your assistance, because if this had not happened, I would still be playing the same game, for an accident that was not my fault.

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

• Initial Complaint

  Date:03/25/2024

  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.

  February 29 my son was involved in an accident with a persons insured by Founders Insurance company. A tire fell off the other persons car and collided with my sons car on I65 in ************ *******. The accident left my sons car undriveable because of front end damage (Radiator obviously significantly damaged and no fluid left). A ************ report was filed (Local ID: ************* and my insurance company ************ Insurance) informed me that I would need to contact Founders for the claim. The car was towed back to ********* *******. I filled out the online form and received a claim number (***********). I received a phone call from ******************* which I missed. I have returned his call over a dozen times and left messages about the claim. Meanwhile, the car sits at a Mechanics shop in need of repair for almost ONE MONTH. I can provide ************ Report, and call history. Please advise.

  

  Business Response

  Date: 03/26/2024

  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 staff will be in contact with the complainant shortly to discuss this matter further.  

• Initial Complaint

  Date:02/20/2024

  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.

  on 12/26/20023 an accident occurred police issued report. in that report driver admitted to it being her fault.on 1/03/2024 received letter from insurance company per ***************************** (chief claims adjuster) acknowledging claim. several days later received a form asking for diagram of accident. called and spoke to ********************* she stated I could send actual police report,which I mailed from post office that day nothing happened so I started calling and calling,would get voicemail and would leave messages,No response,Started sending emails that was printed on letter from ********************************, would come back "Could not be delivered..No such address found" ERROR On 1/19/2024 called and spoke to a woman named ***** she assured me ********************* would get back to me. Never happened. Left another voicemail for ********************* again no response...I don,t know who to turn to in order to get this matter resolved..Please help me. I simply want my car fixed. INSURANCE CO. Founders Insurance ADDRESS: P.O.Box 5100 ***********, ******** 60017-5100 EMAIL:scockerill@founders insurance.com. AT THIS POINT I DON'T KNOW IF THIS IS A SCAM INSURANCE or not. Sincerely, ******************************* EMAIL:********************** PHONE:************** Please help me thank you

  

  Business Response

  Date: 02/20/2024

  Please be advised that the complainant in this matter is not our consumer but rather a third-party claimant pursing a claim for damages against our insured's policy.  Founders Insurance Company does apologize to the complainant for any inconvenience that this claim process *** have caused.  A member of our staff will be in contact shortly to discuss the current status of this claim.

• Initial Complaint

  Date:01/19/2024

  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.

  My car was hit in the parking lot of my apartment complex by a neighbor. She provided her insurance information for Founders insurance and I filed a claim for repair of the damages. I was put in touch with an appraiser who requested images of the damage which were provided promptly via an app. About two weeks later the appraiser called and said they were ready with an initial estimate and that I need to take the vehicle to a mechanic for additional review so that supplemental documents can be submitted for payment from Founders. I took the car to a mechanic, who provided them with his estimated costs and repairs. Founders did not respond to me for about two weeks. I have emailed them and called in multiple times without response to my voicemails and inquiries regarding the claim. ************************* and ************************* are the adjusters assigned to the claim. I managed to reach ******* on Wednesday for an update and she stated that my mechanic was too overpriced, that Founders does not recommend repair facilities and I am free to go wherever I would like but she does not trust my mechanic. I requested additional information regarding what was submitted to them for the damages and what they would cover so that I can make a decision as to where I can get the car repaired. I also requested that an appraisers from the company reviews the damages thoroughly and makes a final decisionon what will be covered. I am willing to cover the difference and get my car repaired somewhere I trust no matter the cost. ******* has not responded to me or to my emails regarding solutions and what the company has appraised the damage to be after the supplemental documentation was submitted. Founders is unresponsive. It has been over a month and my car is damaged, I have not been able to repair it due to their unresponsiveness.

  

  Business Response

  Date: 02/08/2024

  Please be advised that the complainant in this matter is not our consumer but rather a third-party claimant pursing a claim for damages against our insured's policy.  A member of our staff has been in contact with the complainant, explaining the settlement and repair process.  Should the complainant have any additional questions, we request that they contact their assigned adjuster who will be able to assist.

• Initial Complaint

  Date:01/18/2024

  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.

  I was in a car accident with one of there policy holders. They send me out some forms to fill out, I then call the adjusted ***** to request the forms again I have left several voicemail with them no call back the accident occur on 11/22/2023 in ****** ** with policy holder ******************************* policy number QRFC109957, I would like for someone to contact me so my car can be paid for thank you.

  

  Business Response

  Date: 02/07/2024

  Please be advised that the complainant in this matter is not our consumer but rather a third-party claimant pursuing a claim for damages against our insured's policy.  A member of our staff has been in contact with the complainant and has conveyed our current position and is working with them toward resolution of this matter.  Should you have any further questions, please feel free to contact me.

  Customer Answer

  Date: 02/07/2024

  well can I have your contact information cause the adjuster *****  ******** that Im dealing with is **** right unprofessional on top of that she trying to only pay 70% of the damages to my car telling me I failed to reduce speed and yield on a intersection when I didnt have to yield to the car that hit me
  Complaint: 21163878
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/08/2024

  A member of our staff will be in contact with you shortly to discuss this matter further. 

• Initial Complaint

  Date:01/11/2024

  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 am a solider in ***************** Army. My Truck was vandalized when I was visiting my Aunt in ********* ********. The date of loss was 7/21/23. My issue is still not resolved. The company is leaving off vital damages on my truck due to the vandalism and I have escalated my claim to a manger. I have not heard back from the manager in almost a month. The ************************** Dealership experts has stated in documents the damage for my car was due to the vandalism. They for the most part has not been very responsive or anything. It has been 6 months I do not have my car or a solution. There is more information please contact me.

  

  Business Response

  Date: 02/19/2024

  Please be advised that Founders Insurance Company is currently in contact with both the complainant and his choice of repair facilities.  Further inspections on the vehicle are currently in progress. Once complete, the handling adjuster will be in contact with the complainant to discuss this matter further.

• Initial Complaint

  Date:01/10/2024

  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 11-26-2023 my vehicle was hit from the rear by a ********************************* policy #OAOH ****** ***** Inseera of Founder Insurance contacted me I sent her police report#********** and pictures of the accident three times she said they had to contact her before they close the claim #********** she tried by phone and email she had till 12-27-2023 no contact with ******** so I ask to speak to her supervisor I talked to ***** he would not give his last name I taken it upon my self to get a estimate it is 1-9-2024 no contact from Insurance Company

  

  Business Response

  Date: 02/19/2024

   Please be advised that the complainant in this matter is not our consumer but rather a third-party claimant pursuing a claim for damages against our insureds policy.  Our records do reflect that this matter was resolved with payment processed to the complainant on January 31, 2024.  Please feel free to contact us should you require any additional information.

• Initial Complaint

  Date:01/04/2024

  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.

  My vehicle was totaled by one of their clients in February 2023, I am still waiting for the claim payout. They do not answer the phone for updates and do not return messages. We are almost at the year **** and there is no end in sight.I just want resolution.

  

  Business Response

  Date: 01/12/2024

  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 staff will be in contact with the complainant shortly to discuss this matter further.

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21099350
  
  I am rejecting this response because:

  
  I have been very patient and cooperative in this process. We are nearing the 1 year **** since the claim with no resolution. I call and call and call and do not get a call back in regards to my claim. My vehicle was totaled by your client Feb 28 2023. Please work with me to get this resolved.

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

  

  Business Response

  Date: 02/19/2024

  The complainant in this matter is a third-party claimant pursing a claim against our insureds policy for damages.  Founders has been in contact with the complainant and explained that we are attempting to obtain damages from all involved parties to ensure that there are sufficient funds available under our insureds policy limits.  Our most recent contact was on February 15, 2024. 

• Initial Complaint

  Date:12/18/2023

  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.

  My insurance company Founders insurance which I've paid a policy on since November 22nd, 2019 is refusing to account for an accident on October 14th 2022 in which an accident was involved with my vehicle. The other drivers insurance company (State farm) has since harassed and threatened to file suit towards Me in the amount of $21,000.00. I'm asking that Founders insure be accountable and utilize the thousands of extra dollars out my policy that I have been billed sine this accident. I'm also asking that State farm insurance be contacted to stop harassing me and the distress of this situation