Complaints
This profile includes complaints for Falcon Insurance Group, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 145 total complaints in the last 3 years.
- 26 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:07/15/2025
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.
May 21 I had an accident that involved another vehicle. The other party admitted she was at fault and Ive reached out to her insurance and gave them all the information that was needed and even submitted my dash camera. The beginning of July I received a letter stated they were going to cancel the claim due to lack of interest. Ive been calling and emailing the company with photos of my vehicle and submitted my dash camera video. The other party reached out to the insurance as well and admitted she was at fault. At this point Im just getting the run around. Time is passing and my vehicle is still in its damaged condition since the accident.
Business Response
Date: 07/18/2025
Complaint Response.Initial Complaint
Date:07/14/2025
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 the 6/26/2025 I had a policy with them someone from the main office decided that because I have some felony convictions Im not allowed to have insurance although no case that I have is dealing with a car so on the 12 they told me that policy with not be good because of my felony then I ask for my money back they refused but he did tell me that its no limit on how long my case is.Business Response
Date: 07/17/2025
complaint response.Business Response
Date: 07/17/2025
Company response.Customer Answer
Date: 07/22/2025
Complaint: 23598545
I am rejecting this response because: this is the only thing that I signed when I went into the office, plus the money is a third of what I paid, so really, they can just talk to my lawyer, and we let the court be the judge.
Sincerely,
***** ******Business Response
Date: 07/25/2025
Rejection Response.Initial Complaint
Date:07/08/2025
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.
We have been waiting for help from Falcon Insurance Company since March. We were contacted quickly to send them pictures of the damage, but we knew that an estimate based only on pictures would not be accurate. I did not hear from the adjuster, ***** *****, until 04/03/2025, and she would call when I was at work and could not answer. On 04/16/2025, we finally spoke. Instead of simply providing the list of body shops that would work with Falcon, she told us that we could use any shop. We needed the car and it was drivable, so we waited to take it in. They did issue us a check, but we did not cash it or give it to the shop until we took the car in on 05/30/2025. The shop we chose refused to work with Falcon because of their bad ***utation. Once this was confirmed, I called ***** and did not hear back. I called the main line for Falcon, and they let me know how to send the check back and provided me with a list of approved shops who would work with them. We sent the check back, gave them the name of the new shop, and when we took the car to the new shop, they deemed it a total loss. ***** finally called me back on 06/26/25 to let me know that it was a total loss and the claim would be transferred to a new adjuster who I should be hearing from. I have yet to hear from her. The only information I have is from calling the main line at Falcon and waiting for a customer service *** to let me know. The lady I spoke with even sent the new adjuster a message saying to call me to let me know the status of the claim, I have left four messages of my own, and I have heard nothing. This has taken entirely too long, and this is due to their adjusters' lack of prompt communication. We are extremely frustrated.Business Response
Date: 07/15/2025
Company response.Business Response
Date: 07/17/2025
Company response.Initial Complaint
Date:07/01/2025
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.
Someone is using my address fraudulently for some reason. I contacted falcon and they told me they felt like possibly an agent of theirs was using my address in possibly more than one instance. They promised to check into it. I spoke with a supervisor and he said they are taking steps to get it resolved but they could only do so much. Fast forward almost a year later and I receive a letter where someone has filled an insurance claim against a gentleman named ***** M ***** who has not ever lived at this address. They are doing nothing and don't seem to care. This is troublesome and I want my address disassociated with this fraud and whatever is going on.Business Response
Date: 07/08/2025
Complaint Response.Initial Complaint
Date:06/24/2025
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.
I paid my policy in school and I had individual insurance called ** 22 insurance and then I also had insurance on my vehicle while my got totaled. I didnt have comp and collision, but I would do a rebate for the amount that I paid to the insure to pay my policy in full. They told me that after calculating me keeping the ** 22 insurance. I was gonna get a check for $1065. Ive called them for weeks. They said that I shouldve gotten the check. The accident happened April 21st 2025. They were supposed to send me the rebate check within 30 days. They let me know that they sent it out May 2 Ive been calling The insurance company that helped me get the policy through falcon and they were acting as a middleman contacting them. I let them know.I hadnt got the check yet on June 19 AALL insurance, which is the middleman. Called falcon Insurance and let them know I didnt get the check and they said they checked and it wasnt cashed yet but then when Icalled yesterday June 23 and spoke to their finance department specifically they told me that the check was cashed on June 9. I asked what bank itwas cashed at and if I could get a copy of the check, a lady said that they already Closed that department for the day but she could get me a copy of the check the next day, so I called back on the 4th. She tells me that she cant tell me what bank the check was cashed at and that they have to send me a affidavit to fill before they can find out that information. Under Arizona law insurers must provide proof of payment. They are being really noncooperative. In my opinion. I need to file a police report and theyre not giving me the information that I need to do so the check has a scribble on it that you cant read theyve blocked off the routing number and some other information on the check. My next step is to contact the Arizona. department of insurance and financial institutions and theyre not even giving me the proper information to do so which is bad faith practices.Business Response
Date: 07/02/2025
Company responseCustomer Answer
Date: 07/02/2025
Complaint: 23513331
I am rejecting this response because:This is the first time I've gotten a response about the bank it was cashed at and I don't feel Falcon insurance has been transparent in this matter. I don't bank with *************** and still don't know who cashed the check because that signature doesn't even look like my name at all so who cashed it?they aren't very forthcoming and it is super frustrating.
Sincerely,
******* *****Business Response
Date: 07/08/2025
complaint responseInitial Complaint
Date:06/18/2025
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.
I was in an auto accident with a driver insured by Falcon Insurance Group. The driver backed up into my vehicle, which was parked, and caused damages to my vehicle. After exchanging information and filing a claim with Falcon Insurance Group, I went weeks without hearing anything from the claims adjuster, *****. After a month, I had to reach out to ***** just for her to tell me that their driver (whose policy was set to expire 3 days after the accident), had not answered her calls and that they would close the claim if they were unable to reach him. This is beyond ridiculous and unprofessional. Not to mention, I have never dealt with anyone as unprofessional and rude as *****. After reading other complaints on the BBB, it seems Falcon Insurance is a complete scam and will not pay out on any claims, even when they are as clear as their driver backing up into my parked vehicle.Business Response
Date: 06/23/2025
Company responseCustomer Answer
Date: 06/24/2025
Complaint: *****************************************************************************************************************************************************
I am rejecting this response because: this wasnt even my claim. So now you shared someone elses claim information with me. My adjuster ***** called me on 6/23 to let me know Falcon was closing my claim. She stated that while she spoke to their driver she somehow did not get a statement and he failed to provide a proof of residency. How you speak to your driver and not get a statement as well as fail to already have a proof of residency is beyond a joke. I suggest you contact me directly before I pursue legal action.
Sincerely,
******* *********Business Response
Date: 07/01/2025
Corrected response.Customer Answer
Date: 07/01/2025
Complaint: *****************************************************************************************************************************************************
I am rejecting this response because: you insured a driver. Your driver hit my vehicle. You and your driver are responsible for the damages to my vehicle. Your driver being outside of his normal state does not eliminate the coverage he had with you.I suggest you make this right or I will pursue legal action.
Sincerely,
******* *********Initial Complaint
Date:05/20/2025
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.
I have filed a car insurance claim with this company after their insured driver rear ended me. I have received very poor information and communication with them, varying answers about the process and timeline and they have repeatedly not obtained updated information that I have submitted thus making me submit again, and not having the updated police report. They have poor online reviews, limited service hours and representatives and I wonder if these practices are on purposes to encourage others to lose hope in the claims process or instead claim with their insurance and thus take on the personal financial burden until Falcon will comply.Business Response
Date: 05/27/2025
Company response.Initial Complaint
Date:04/19/2025
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.
This is such a crooked company all they do is steal from people overcharge people *** people making millions and millions of dollars off of dirtiness they're so dirty and deceit charging three times the amount oh in one month overcharged $109 supposed to have been $85 they charge twice a month every month and this these are wicked people I do not recommend this company if you hear about falcon insurance run please don't spend your money with them these are crooks who work for SatanBusiness Response
Date: 04/21/2025
Company response.Initial Complaint
Date:02/21/2025
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.
I was involved in an accident on 1/7/25 with a Falcon Insurance customer. As of today 2/21/25, my claim ************ has not been settled. The police report shows their insured at fault and issued a ticket for failing to yield ROW and suspended license. They picked up my wrecked auto on 1/9/25. I've called the company every week for updates and am told the claim is pending and in review. I've complied promptly with all of their requests for pictures, medical bills, etc. This is unacceptable. How can it take that long for a determination of a claim for payment?Business Response
Date: 03/07/2025
Company response.Initial Complaint
Date:02/18/2025
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 November 5th, 2024, one of their clients rear-ended my vehicle and crushed my car. I sustained a minimal injury that progressively got worse and required treatment. I had loss of my vehicle, ended up losing my job, no ability to get a new job without the vehicle, an injury that prevented my ability to get new work, medical treatment and bills, and I am at the point of my account being overdrawn, penalties and insufficient fund charges, and late fees all continuing to accrue because I have not seen dollar one from this company yet. They have admitted and it is obvious from the police report, that it is 100% fault of the other driver. So they continue to try to get me to accept offers that are less than what the amount should be. I provided proof and facts in support of these claims, and they say they don't care and that the offers are final and what I like to accept them. So since they know that they have made errors in their mathematics towards the settlement offer, I have provided proof showing that those errors have occurred, they refused to change and adjust for those errors, and continue to try to pressure me to accept these lower offers. Even with indisputable proof of their mistakes, and providing documentation of the devastation financially that this is causing to me, they won't change. They are specifically trying to prey upon the desperation of my situation. Desperation that has been caused by their continued fraudulent execution of their settlements. This is a criminal organization, who has conspired to commit fraud, conspired to essentially steal money from people they are obligated and liable to pay, people who are victims of their clients, and this company systematically and with malice of forethought, intentionally provide false information, and intentionally provide lower offers then what they are legally required to pay. I wish I had seen these negative comments by people earlier. I recommend dealing with your own insurance company directlyBusiness Response
Date: 02/25/2025
Company response.
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