Complaints
Customer Complaints Summary
- 18 total complaints in the last 3 years.
- 8 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/14/2025
Type: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 29th, 2025 I had a car accident in which I was found at fault. I also learned that I was placed on suspension 3 days prior.On Monday March 31st, 2025 I immediately called my insurers the following business day where I requested to submit a claim. At that time I explained my entire situation including the suspension, and was told as soon as they get the police report that my vehicle would be appraised for repairs since I have a active full coverage auto insurance premium, but I'd be responsible for the other vehicle repairs. On April 1st, 2025 Stonegate Insurance collected my payment via autopay as usual, but on April 9th, 2025 the processor called back stating that they were responsible for the other vehicle instead of mines due to the suspension. I requested information on where I can confirm this within my policy and was told it's covered under the change section, but it doesn't tell me I'm excluded from my agreed policy services. Stonegate has also refused to send an appraiser to confirm the damage status and estimated cost, so I don't know what amount to request of them. The vehicle isn't drivable, so everyday it is accumulating an additional $25 daily. Stonegate were suppose to pay to have it release and towed to either a shop or my home and they haven't did that as of yet either. Charges are now near $3100. I'd like them to also get my vehicle to stop additional charges. They are aware of those fees and haven't communicated nor answered any of my calls within the last 5 days. The supervisor ***** has also started sending me directly to voicemail. I just want my damages repaired and vehicle released to me. Please help me this process.
Business Response
Date: 04/16/2025
We take each customer concern seriously and apologize for the issues you endured. A member of our claims leadership team will be reaching out to you to discuss your concern.Initial Complaint
Date:02/19/2025
Type: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 son was rear ended last February in my car. Stonegate insurance claimed responsibility as their insured was at fault. The next day someone from their insurance called. Told me they would cover up to $50 per day for a rental. Then I never heard from them again after multiple attempts. I ended up going through my own insurance to get my car fixed and having to spend almost $3,000 out of pocket for a rental. Now trying to get reimbursed for the rental the people at Stonegate keep giving my the run around. They keep changing amounts they will pay. Not sending money after they said they would. They dont return calls or emails. I then have to call and ask for someone higher up and they give me an attitude and still nothing has been resolved. They have paid me $297 of the almost $3000Business Response
Date: 02/20/2025
We take each customer concern seriously and apologize for the issues you endured. A member of our claims leadership team will be reaching out to you to discuss your concern.Customer Answer
Date: 02/21/2025
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:02/03/2025
Type: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.
Stonegate Insurance company is refusing to cover damages caused in an accident by their insured. I have been talked to rudely and disrespectfully by representatives, as well as supervisors.Business Response
Date: 02/03/2025
We take each customer concern seriously and apologize for the issues you endured. A member of our claims leadership team will be reaching out to you to discuss your concern.Initial Complaint
Date:10/22/2024
Type: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.
Stonegate has not sent me my retune check for canceled insurance police AZM0003043 Canceled it on June 6 2024 . Have called and they keep saying they have sent a check.This has been going on since June so far they have said they have sent out checks 5 or 6 time and I have never got one.. I paid $514.00 3/24/2024 and refund should be $376.00.Business Response
Date: 10/24/2024
We take each customer concern seriously and apologize for the issues you endured. A member of our underwriting leadership team will be reaching out to you to discuss your concern.Customer Answer
Date: 10/28/2024
Complaint: 22460094
I am rejecting this response because:
I reject the Respond . The business has not reached out to me. They have my Policy Number,billing address and phone on file.
Sincerely,
***** *****Business Response
Date: 11/04/2024
While it is our goal to resolve all matters amicably, there are occasions when we reach an impasse with the complainant or their representative. The company will contact the complainant again at the last known contact information available. Meanwhile, we encourage the Complainant to contact our company directly to discuss the status/outcome of their request.Customer Answer
Date: 11/05/2024
Complaint: 22460094
I am rejecting this response because: They want me to call them and I well try but every time I talk to them they say they have sent the check but it never comes.That is the reason I filed the complaint in the first place. the Policy Number is AZM0003043 Effective 03/14/2024. Cancelled on o6/10/24. They said my refund
would be around $360.00. The insurance address is *********************************************************************************************. My summer home.
My billing address is ************************************************** My Winter Home
They keeping they have sent the check but it never come, which to means they never really sent it. This has been going on since 06/10/24.
I well call them again and talk to them, I don't think it well do any good. $360.00is a lot of money to me.
I well let you know what they tell me.
Sincerely,
***** *****Initial Complaint
Date:09/06/2024
Type: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 Friday 08/30/24 I purchased a 2018 Jeep Compass from World *** in ******, **. It was after business hours around 7:30pm and I was unable to reach my insurance agent or get help to secure vehicle insurance so the car dealer helped to acquire insurance through **** Insurance Agency in ************ *************. After Labor Day weekend, I was able to reach my agent and get the Jeep covered. I called the agent (JB ins agency) a couple times with no answer so I left a detailed voicemail to call me back to cancel the policy. After 48 hours I still didn't receive a call back so I contacted Stonegate Insurance directly and explained I needed to cancel the policy. I was told that they couldn't cancel it and that I had to request cancelation through the agent and transferred me back to **** Agency! Once again, no answer! I left another voicemail as well as sent an email to *********************************** to request cancelation in writing. I then received a text from someone saying they were ***** from **** Insurance Agency. I responded and was asked for the policy number. After I provided the policy number, I never received another text, email or call! I texted to please confirm cancelation but still haven't received a response! Stonegate should be able to cancel this policy and confirm in writing that my card won't be charged. It is unacceptable that they wash their hands of a customer and blindly transferring to the agent without any help or intervention.Business Response
Date: 09/06/2024
We take each customer concern seriously and apologize for the issues you endured. A member of our underwriting leadership team will be reaching out to you to discuss your concern.Customer Answer
Date: 09/10/2024
Complaint: 22249554
I am rejecting this response because:I received the attached correspondence from Stonegate with a payment schedule! I have been trying to cancel the policy within hours of having it. Why am I getting an automatic debit payment schedule? The fix should be simple and immediate to cancel the policy and confirm that it is completed.
Sincerely,
*******************************Business Response
Date: 09/11/2024
While it is our goal to resolve all matters amicably, there are occasions when we reach an impasse with the complainant or their representative. The company will contact the complainant again at the last known contact information available. Meanwhile, we encourage the complainant to contact our company directly to discuss the status/outcome of their request.Initial Complaint
Date:09/05/2024
Type: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.
After we paid for the coverage on 6/10/2024 of $568.00.On 6/19/2024 notice of future cancellation.On 6/24/2024 $568.00 was withdrawn from our bank account.On 7/10/2024 we called and cancelled and were told the unused amount refund was ******.On 7/12/2024 they sent a continuation of coverage.Then on 7/17/2024 they sent use a cancellation notice for that date with refund due of ******. We called and they said check was sent 7/6/24, never received.Now they say no account and no such name and just hang up.Business Response
Date: 09/06/2024
We take each customer concern seriously and apologize for the issues you endured. A member of our underwriting leadership team will be reaching out to you to discuss your concern.Initial Complaint
Date:08/15/2024
Type: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.
Horrible company!!I blew a tire while driving on freeway while cause me the wheels to lock driving in U-shape in front of East bound traffic thank God no other car involved. The vehicle rolled had 6 different witnesses stop and even help spoke to police Stone gate they don't cover single vehicle accidents! I have spoken to adjuster once can't get ahold anymore or information on vehicle There is a report on this site showing a complaint for similar situation where they did but it was a tree branch... The company who sold policy acceptance changed policy to cover tracks of it don't use acceptance -freeway insurance I have digital records of my policy will be getting a lawyerBusiness Response
Date: 08/15/2024
We take each customer concern seriously and apologize for the issues you endured. A member of our claims leadership team will be reaching out to you to discuss your concern.Initial Complaint
Date:08/05/2024
Type: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 fender ******. The other car had Stonegate insurance. I contacted Stonegate to file a claim since it was the other guys fault. It has been one month and they are still giving me the runaround. I am now having to go through my own insurance company, I highly highly recommend that people do not use Stonegate insurance. I am looking to be reimbursed my deductible.Business Response
Date: 08/07/2024
We take each customer concern seriously and apologize for the issues you endured. A member of our claims leadership team will be reaching out to you to discuss your concern.Initial Complaint
Date:06/24/2024
Type: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 daughter was driving our car and was struck by a driver who ran a stop sign and has Stonegate Insurance. The claims adjuster totaled our vehicle and has back charged us ($715.00) for towing/storage fees that she felt were excessive. Our vehicle was not drivable after the crash and had to be towed. We notified Stonegate the next day and they were unable to contact their driver for several days. In addition, there was a delay on their end to transfer our vehicle to one of their holding facilities. In determining the value of our vehicle, the adjuster used two (2) vehicles in much poorer condition and were lower grade models than ours to establish a value, in addition to using some online vehicle appraisal service I've never heard of. I countered with ***** Blue Book value and she claims this is unreliable. In all, she has lowered the value of our vehicle by $1,400.00 and in addition she is trying to charge us $715.00 in towing/storage fees that she feels are excessive by the original towing agency. Our vehicle was in excellent condition with no body damage.Business Response
Date: 06/25/2024
We take each customer concern seriously and apologize for the issues you endured. A member of our claims leadership team will be reaching out to you to discuss your concern.Customer Answer
Date: 07/02/2024
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.
Sincerely,
*********************Customer Answer
Date: 07/03/2024
Complaint: 21896277
I am rejecting this response because:I dont have a reply. My last notification was that someone from the company would be reaching out to me but I have not heard from anyone yet.Thank you
Sincerely,
*********************Business Response
Date: 07/08/2024
While it is our goal to resolve all matters amicably, there are occasions when we reach an impasse with the claimant or their representative. The company will contact the complainant again at the last known contact information available. Meanwhile, we encourage the Complainant to contact our company directly to discuss the status/outcome of their claim.Customer Answer
Date: 07/09/2024
Complaint: 21896277
I am rejecting this response because:
only one (1) attempt to contact me regarding this complaint has been made and it was made after I received this message from BBB. A message was left for me to contact a representative today 07-09-34 after 0900 hours. I will attempt to make contact at that time.
Sincerely,
*********************Initial Complaint
Date:06/10/2024
Type: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.
When we had some really bizarre weather, a tree fell on my car in my apartment complexes parking lot. I have full coverage insurance and have been with this company for over 5 years. I took my car to the body shop and the body shop estimated the damage at over $5,000. Insurance had their adjuster come out to assess the damage and they are only paying $3,100 which will not even cover the labor to fix my car to be back to the way it was before the tree fell on it. They told me that they will not even pay for the windshield that they can only pay for the whole repair which they are not doing! They didn't tell me that i could take it to one of their shops until 3 weeks after the damage has been done. Oh and they also only reimburse for the rental for 30 days. I am a single mom working on one income and they have been fighting with me for 3 weeks now and expect me to pay upfront for a rental car. I am at a loss, I do not have expendable cash flow. I highly suggest if you have Stonegate or are thinking about using them to not! I also had issues with them in the past when I had a hit in run in my driveway when i was sleeping and the body shop they had me bring my car didn't even fix everything that was damaged in that hit and run-then they dinged me and raised my insurance rates. So after the hit in run, i had to replace the air conditioner condenser and radiator. Why am I paying for full coverage when they are not even covering me? Unbelievable!! ****** learned!Business Response
Date: 06/10/2024
We take each customer concern seriously and apologize for the issues you endured. A member of our claims leadership team will be reaching out to you to discuss your concern.
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