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: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 2014 ***** Accord was totaled by an insured of American Freedom Insurance Company on August 14, 2024. To this date, I have not been compensated for my damage to my property. I have has verbal conversation and sent emails to American Freedom concerning this matter. My ***** Accord had a value of $8045.00 My rental fee is $1233.56 The car has been stored at ****** Kustoms body shop. The storage fee as of to date is $3850.

  

  Business Response

  Date: 06/27/2025

  Despite multiple coverage issues warranting a denial, in a good faith effort to settle the matter amicably, the Company made a total loss Owner Retained Salvage settlement offer which included reasonable rental reimbursement. 
  
  This complaint is without merit as the Complainant was kept apprised of the status of the claim throughout the claim process, and a settlement offer was made.
  
  All rights are reserved, and none are waived or invalidated.

  Customer Answer

  Date: 07/08/2025

  Complaint: 23488646
  
  I am rejecting this response because: I received the attached letter, but there was no check with it. I do not feel comfortable releasing the insurance company before receiving the check. Please see attached unsigned copy.
  
  Sincerely,
  
  *** Harris 

  

  Business Response

  Date: 07/15/2025

  TN-603486
  
  
  The Complainant had been informed that the release needed to be signed for payment to be issued. Once the Company received the properly executed release, applicable payment was issued, and the matter was concluded.
  
  This complaint is without merit as the Complainant was kept apprised of the status of the claim throughout the claim process, and payment was issued concluding the claim.
  
  All rights are reserved, and none are waived or invalidated.

• 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.

  On 5/13/2025 I was rear ended by the companies client and pushed my car into the one in front of me. The car in front had no damage and did not stay to file a report. I was told a month later that my car is being totalled but they can withhold payment for upto 2 years waiting for the ghost car that drove off with no information to file a claim. I asked when I can expect to see a payment and they said when they want and can be upto 2 years. I now have a totalled car and have to use MY money to buy a new one. This is insurance fraud, I should not have to beg for what is owed to me. They took on the client and it is their responsibility.

  

  Business Response

  Date: 06/26/2025

  Our investigation disclosed that ******* L ****** had not primarily resided and the loss vehicle, 2003 Mercury Grand ******** was not primarily kept/garaged at the address listed on the application of insurance,and no notice of it was provided, as required. Had this information not been misrepresented, the Company would not have accepted the risk. Due to the foregoing, the claim could not be honored.
  Therefore, the claim was denied, and a denial letter was sent to the Complainant.
  This complaint is without merit as the claim was properly denied.
  All rights are reserved, and none are waived or invalidated.

• Initial Complaint

  Date:06/10/2025

  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.

  October 5th, 2024, someone backed into my car and I filled a claim with their insurance, American Freedom Insurance. The car was repaired and I got it back from the repair shop 2/14/25. About 6 weeks ago I called American Freedom and asked when I'd receive reimbursement from them for the rental car I used during the repairs, which I called for approval before getting or extending and was given it. They said it would take 6 weeks to process. Today I called and was told I needed to contact the body shop for them to submit a request for approval for additional repairs that were required above the original quote. The repair shop was in contact with them while they repaired my car before they did anything. To my knowledge they have been paid. To date they have still not reimbursed me the $741.92 for the rental car, and are trying to avoid doing so. Every time I call I get someone different, I get told something different, and I only get information when I call and ask for it. They have been very difficult to communicate with this whole time and this has dragged on too long.

  

  Business Response

  Date: 06/23/2025

  Upon completion of the investigation and receipt of the estimate of damages, a settlement offer and release form was forwarded to the Complainant for the amount of the approved estimate. The Complainant was informed that the repairs were approved, and that settlement payment would be issued upon receipt of the properly executed release, which has not yet been received.
  In reference to rental, the Complainant was advised that reasonable rental was handled on a reimbursement basis, and that payment would be processed for the warranted and approved repair time of the Complainants vehicle, which was estimated for 3 business days, upon receipt of a paid rental receipt. At no time was the Complainant advised that it would take 6 weeks to process. Upon receipt and review of the submitted rental receipt, it was discovered that the vehicle was rented for 19 days, 16 days longer than the approved repair time.
  The Adjuster contacted the Complainants repair shop,********* ***************** to confirm the timeline of repairs to support the additional days of rental.  It was at that time that the shop advised of supplement repairs not previously disclosed or approved.  The Adjuster requested that the shop submit their supplemental estimate and receipts to the Company for review. 
  Follow-up requests were made for the Complainants shop to send in their supplemental damage repair documentation; however, it was not received until 6/13/2025.
  A release and settlement offer was then sent to the Complainant for reasonable rental based on the warranted and approved repair time of five (5) business days.
  This complaint is without merit as the claim was handled properly, approved upon completion of the investigation process and receipt of supporting documents, and offers have been made.
  All rights and defenses are reserved, and none are waived or invalidated.

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23451066
  
  I am rejecting this response because: I called throughout the repair period to get approval for the rental car and it was given. After the fact they are refusing to pay what they approved. They take a week to respond to emails so you have to call, however Customers should request everything in writing from this company. Their customer service is unacceptable, rude and they told me something different every time I called.
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 06/26/2025

  As previously stated, the Complainant had been consistently advised that rental reimbursement would be approved for the warranted and approved repair time. Even though the approved repair time was five (5)business days, the Complainant rented a vehicle for a total of nineteen (19)days, well beyond the warranted repair time.
  A proper release and settlement offer was sent to the Complainant Claimant for reasonable rental reimbursement based on the warranted and approved repair time of five (5) business days plus vehicular tax. The Complainant was advised that payment would be issued upon receipt of the properly executed rental reimbursement release.However, to date the signed release has not been returned to the Company for payment to be issued.
  Please note that every person in this Company treated the Complainant professionally and courteously throughout the entire claim process.
  This complaint is without merit as the claim was handled properly, approved upon completion of the investigation process and receipt of supporting documents, and offers have been made.
  All rights and defenses are reserved, and none are waived or invalidated.

• Initial Complaint

  Date:06/04/2025

  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 12/31/2024 my Son was driving my car when another car hit him. It was the other drivers fault as the cops witnessed the accident. I file a claim with their insurance company American Freedom Insurance. Over a month passes by and they tell me that because the owner of the car was not driving and the driver had no license that they would not pay out for the damages. My car was deemed totaled. This seems to be the case for this company. They always find a way to get out paying for the damages with some loop hole. While they continue to collect money from premiums then refuse to pay when that time comes. This company should not be able to not pay especially when its the fault of their customers.

  

  Business Response

  Date: 06/12/2025

  This complaint was filed by a third-party Claimant who was involved in an accident with our Insureds vehicle.
  
  As confirmed in the complaint, the Complainant had been properly informed and aware that the claim could not be honored because the driver at the time of the loss was not listed on the policy of insurance with this Company, did not have a valid driver's license, and was operating the vehicle without a reasonable belief that he was entitled to do so. This is specifically excluded from the policy of insurance with this Company. In addition, it was disclosed that the Insured and the loss vehicle, 2012 ******* ****** have been in the state of *********, and not at the address stated on the application of insurance, and that the Insured failed to provide any notice of address change to this Company. This Company is not licensed and conducts no business in the state of *********. Had this information been provided, as required, the Company would not have accepted the risk. Due to the Insureds failure to comply with the foregoing policy conditions, the claim could not be honored.
  
  This complaint is without merit as the claim was investigated and concluded properly and promptly, and the Complainant had been informed of the Companys position.
  
  All rights and defenses are reserved, and none are waived or invalidated.
  
  

• Initial Complaint

  Date:05/05/2025

  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.

  My complaint with American Freedom Insurance is their refusal to pay the full amount of my car rental needed from an accident with their client.When my car got repaired, I was told by ** that I would need to submit my car rental receipt separately from the car repairs. When I sent it (a bill of $1677.62), I received a release and settlement form for $117.76. When I emailed them back, refusing that amount for the reasons listed below, they sent a new form for $415.16 stating that the car repairs only took 14 days. I refused that and received a 3rd release of $1373.23 which is still $304.39 off from what they owe me. They told me that was the final amount because they don't allow for car rentals over 50 days, which I had no control over.I could not get my car out of the repair shop for 57 days because I was waiting on AF to send me the check to pay for it. They would not pay the Caliber Collision directly or Enterprise. The repair shop could not send the supplemental (to the original estimated cost of repairs that AF did) until they took the car apart. So, I had to get the rental car the first day I sent it into the shop. I, nor the shop heard back for weeks other than it was 'under evaluation' once that supp. was submitted. During that time, we called in to get updates, concerned with how long it was taking, but I could not get my car until AF approved the supplement and sent me the check. Timeline:12/27 - Car Dropped off at Caliber Collision (CC) and got a rental from Enterprise 12/30 - CC emailed American Freedom (AF) with supplemental 1/9 - CC reached out to AF again because they received no response 1/13- CC called AF for an update and was told it was still under review 1/31 - CC called AF for an update and was told I would be sent a new settlement form I would have to sign 2/10 - Received form in evening to sign 2/11 - Sent signed form back to AF 2/20 - Received a check in the mail that evening 2/21 - I picked up my car from CC and returned the rental. 

  

  Business Response

  Date: 05/19/2025

  On 2/28/2025, the Company received the Complainants rental invoice which showed that the Complainant rented a vehicle for a total of 57 days, well beyond the warranted repair time.
  
  When questioned, the Complainant stated that she was not able to retrieve her vehicle from the shop until the payment was received.  To accommodate the Complainants request and settle the matter amicably, in good faith the Company agreed to cover a total of 53 days of rental plus vehicular tax.  The Complainant was advised that the property damage payment was issued and mailed on 2/12/2025 and that the 53 days allowed would cover the Complainants rental up until 2/17/2025, which provided sufficient time for the payment to be received.  Thus, a new release and settlement offer was sent to the Complainant for $1,373.23.  Once the properly executed release has been received, payment will be issued for the rental portion of the claim.
  
  The complaint is without merit as the claim was handled properly, the Complainant Claimant had been informed and aware of the claim status throughout the claim process, prompt and proper settlement offers were made, the property damage portion of the claim has been settled, and the Company is awaiting the properly executed rental reimbursement release so payment can be issued.  
  
  All rights and defenses are reserved, and none are waived or invalidated.
  
  

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23286986
  
  I am rejecting this response because: I am rejecting the response because while they did up the payment, it is still about $300 short of the total amount that I had to pay. It was their client who hit me and was found at fault, but yet, I feel I am the one being penalized for the delays on me receiving the final check. The majority of that delay was American Freedom evaluating what the garage said the cost would be.
  
  When my car was dropped off at the repair shop on 12/27, it took them 4 days to evaluate the car and send an email to American Freedom of the adjustment that was needed (12/30). It was then 32 days before AF said they would send me a new supplemental/release to sign (1/31) and another 10 days before I received it in the mail. I sent it back the next day, but did not receive the check for another 10 days (2/20). Then I turned it in the next day since it was after hours (2/21). 4+32+10+10+1=57
  
  There was also a 6% tax and $2 PTA fee and $2 Vehicle Rental Tax that I had no control over but yet was still charged. Again I don't feel I should be liable for this since it was their client who hit me, and I returned everything as fast as I could (next day). Since American Freedom refused to pay the garage directly (which a month of 'evaluating' is really where the majority of the delay came from) or overnight anything, I feel I am being penalized for it, and don't think that is good business practice.
  
  I would like to have American Freedom pay the full amount of the rental which was $1677.62
  

  
  

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

  

  Business Response

  Date: 06/04/2025

  As previously stated, the Complainant rented a vehicle for a total of 57 days, well beyond the warranted repair time. However, in good faith, the Company agreed to cover a total of 53 days of rental plus vehicular tax.  The Complainant was advised that the property damage payment was issued and mailed on 2/12/2025 and that the 53 days allowed would cover the Complainants rental up until 2/17/2025, which provided sufficient time for the payment to be received. A proper settlement offer was sent to the Complainant Claimant, who was advised that payment of rental would be issued upon receipt of the properly executed release. However, to date the signed release has not been returned to the Company for payment to be issued. 
  
  All rights and defenses are reserved, and none are waived or invalidated..

• Initial Complaint

  Date:04/24/2025

  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.

  I was in a hit and run car accident.. on 12/21/24 l have full coverage with American Freedom Insurance Co... l was informed on 4/25/25 that will not be compensated because I didn't tell them that I was taking medication prescribed by my *** and the fact that I was hit and left for dead was my fault. 

  

  Business Response

  Date: 05/05/2025

  Upon completion of the investigation, it was disclosed that the Complainant Insured misrepresented information provided on the application of insurance. Specifically, the Insured had been diagnosed with a medical condition and had used medications which may affect their driving ability, however, on the signed application of insurance, a question: Do any listed drivers have a medical, nervous, mental, or physical condition, or use any medication which may affect their ability to safely operate a vehicle?  If yes, you are required to have a Physicians Statement completed was answered No.  Due to the foregoing misrepresentation, the claim could not be honored.
  
  Therefore, the claim was denied, and a denial letter was sent to the Complainant.
  
  This complaint is without merit as the claim was denied properly.
  
  All rights are reserved, and none are waived or invalidated.
  
  

• Initial Complaint

  Date:04/18/2025

  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.

  I was hit by one of their non-licensed insured drivers. The company has failed to respond to emails in a timely manner and when they do it is repetitive and does not offer an help. When I call, the do not answer the phone or will hang up and wait til the business close. They say they are not receiving any of my emails when I send it to a claims representative personal email even though I am cc and getting them. I am having to borrow a family members car while mine is getting repaired because they are not offering any help with getting me a rental.

  

  Business Response

  Date: 05/02/2025

  Upon completion of the investigation and receipt of the estimate of damages, a settlement offer based on the approved repair estimate was promptly forwarded to the Complainant.
  The Complainant was informed that the repairs were approved, and that payment would be issued upon receipt of the properly executed release.
  As to the Complainants allegations relative to communication, please note that in addition to the Company representatives having multiple phone conversations with the Complainant, our call log records show that the Complainant placed multiple calls to the Company but disconnected the calls prior to the call being routed to a representative and that the Complainant placed at least two calls to the Company after normal business hours.  In regard to the Complainants email correspondences, all emails were responded to timely.    
  As to rental, the Complainant was advised that reasonable rental was handled on a reimbursement basis, and that payment could be processed for the warranted repair time of the Complainants vehicle, upon receipt of a paid rental receipt.
  To date, the Company has not received a rental invoice, or a signed release for payment to be issued.
  This complaint is without merit as the claim was handled properly, promptly and the Complainant had been informed of the claims progress and approval.
  All rights and defenses are reserved, and none are waived or invalidated.
  
  

• Initial Complaint

  Date:04/15/2025

  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.

  I was in a car accident driving a friends jeep and American freedom Insurance has had this claim for 5 months and keep telling me me the same. Was trying to to find out if there is anything that could be done to get this resolved. 

  

  Business Response

  Date: 04/29/2025

  Upon completion of the investigation and receipt of the estimate of damages, a settlement offer and release form was forwarded to the Complainant for the amount of the approved estimate. The Complainant was informed that the vehicle could be repaired at one of our preferred body shops, and a settlement payment would be issued upon receipt of the properly executed release.
  Subsequently, the Complainant chose to use our preferred shop, Maaco Collision, where the work was completed.
  This complaint is without merit as the claim was properly investigated, approved, and paid upon receipt of the properly executed release. 
  All rights and defenses are reserved, and none are waived or invalidated.
  
  

• Initial Complaint

  Date:04/15/2025

  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.

  I had a car accident back on December 18, 2024 with a driver who was insured by this company. A lot of times these days you can get a claim take care of in day to weeks with any good insurance company. First I would like to say, I had to call and call for about two months before payment was issued for my claim. No one is very knowledgeable of what is going on around this office/company. There is a lot of guessing, and very long hold times to get little to no information any time you call. I finally got the check around 3/14/25 (the second mailing of this check after sent back to company for unknown reason) and it had my husbands name as well, and he was not even involved in the accident. We do not have a joint bank account so we went to a check cashing company. They tried to verify the check with the company and someone told them there was another check issued and there was a stop payment on this one, so they said they would not cash it. There was a lot of run around to finally find out that was untrue, but after another week or so trying to get this answer the check company would not cash it because they could not determine if the check was actually ok. Finally I asked them to cancel this check and reissue this check so I could get the check cashed elsewhere. That took some time, and a lot of work/waiting. When the check arrived we went directly to ********** where the check was drawn, and they will not cash it either. They said that the insurance company has drawn this check from an account that will not allow a person to cash checks ****** said thats unusual for an insurance and that most will allow a cash OR deposit on checks). I called over and over trying to get someone to fix this issue, and they keep reassuring me that it is fixed and I should be ok, and I have made lots of trips to the bank to keep getting turned away for the same reason. No one will let me talk to anyone in charge or fix this issue and now is 5 months, and no money.

  

  Business Response

  Date: 04/29/2025

  The Complainant delayed the claim processing by not submitting requested documentation until 1/30/25, more than 1.5 months after the loss.  Upon receipt of the requested documentation a settlement offer and release form was forwarded to the Complainant for the amount of the approved estimate.  
  
  Once the properly executed release was returned on 2/21/25, a two-party check was promptly issued and mailed on 2/25/25 to the Complainant and her spouse. However, for reasons unknown it was returned by the post office to the Company on 3/10/25 with the following notice: RETURN TO SENDER NOT DELIVERABLE AS ADDRESSED UNABLE TO FORWARD.  The mailing address was verified, it was confirmed that the correct address was used, and the check was re-mailed to the same address.
  
  On 3/25/2025, the Complainant contacted the Company to advise that the check cashing company refused to cash the check for reasons outside of this Companys control. Subsequently, the Company voided the original check and reissued a new two-party check. Its been confirmed that the check was cashed, and the funds have been released. 
  
  In reference to communication, the Company had more than twenty (20) documented calls with the Complainant, who had been kept apprised of the claim progress.
  
  This complaint is without merit as it was the Complainant who delayed submission of the requested documentation for payment to be issued and the check delivery issues were not caused by this Company and were outside of this Companys control. 
  
  All rights and defenses are reserved, and none are waived or invalidated.
  
  

• 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.

  On March 7th, 2025 a current policy holder of American Freedom Insurance crashed into my vehicle and was completely at fault as stated in my documents and supporting police report. I have called American Freedom Insurance on a daily basis for over a month with no resolution on timeline to fix my vehicle and information on the the claim itself. I provided all of the necessary information within 3 days of the incident for them and have received nothing in return in regards to taking care of the claim. On Friday April 11, 2025 one of the employees of American Freedom insurance explained that the claim is now "under investigation" due to possible "policy holder breach of contract" and there is a possibility that they will be denying the claim all together. Nothing but disrespect from this company. No timeliness, no effort to assist me, no effort in helping me figure out how to get the rental car I reimbursement approved. I have had to pay out of pocket for a rental car since my vehicle that was hit by THEIR policy holder is unable to be driven after the incident. They continue to tell me to talk to my own insurance about what they can do for me which is inappropriate when the police report clearly documents their policy holder at fault.

  

  Business Response

  Date: 04/28/2025

  Please be advised that, as confirmed within the complaint, this claim required an additional investigation, of which the Complainant had been informed on a daily basis throughout the claim process. 
  Upon completion of the investigation and receipt of the estimate of damages, a settlement offer and release form was forwarded to the Complainant for the amount of the approved estimate. The Complainant was informed that a settlement payment would be issued upon receipt of the properly executed release, which has not yet been received.
  In reference to rental, to date, the Company has not received a paid rental receipt or an invoice from the Complainant.  The Complainant had been advised that the rental is handled on a reimbursement basis, and that payment would be processed for the approved repair time of the Complainants vehicle, upon receipt of a paid rental receipt.
  This complaint is without merit as there was no delay caused by the Company, the claim was approved upon completion of the investigation process and the Complainant has yet to submit the rental receipts and the properly executed releases for payment to be issued. 
  All rights and defenses are reserved, and none are waived or invalidated.