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:06/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had taken my car into **** auto body ...or my wife's **** I should say who is on the policy in for repairs. The appraiser that came out was great ...other than that ********** M and her supervisor ******* have been of no help. I was told 4 days by the appraiser 1.5 weeks to get it back by the auto body. They literally closed the claim number ************ right after cutting the check to the auto body. No follow up ..nothing ..in fact when I told the adjuster ********** that all I got last week was that it was still in the shop like I didn't know ..he wouldn't elaborate as to why. I asked her to check in and she told me that's my issue and I need to follow up but she's truly incompetent bc what part of I couldn't get answers did she not get. She then tell me this in a message as well on my phone. Then I call who's listed as supervisor on for the claim and my wife lost it on his vm too..no call back. It seems someone there asked **** auto body what the hold up was and it was sitting there when I did a drive by already fixed that they needed another half week to get to cleaning it. They never did so my wife's car was dirty outside and inside including all their dirty hands all over the fabric which is not how it came in..so your charging for a detail inside and out ..none was done she still had a moving blanket where they kept all the parts on the back seat. issue was in the front. Even told my agent I want away from them for the handling or mishandling of this and he can't even get back. You're putting a detail in as part of the claim but yet she didn't get it. I want answers right now before I send this off to the bureau overseeing insurance companies.

  

  Business Response

  Date: 06/23/2025

  We regret that in this instance we failed to meet our own high standards for contact and communication with our customers. We have since confirmed that the vehicle has been properly detailed and resolved the issue to the customers satisfaction. 

  Customer Answer

  Date: 06/23/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 9th, 2024 my vehicle was struck unattended while being park and was hit by a registered client from Plymouth Rock. The young lady left a note on my car stating she apologize for the accident and left her information for vehicle repairs. Ive contacted the other party and she gave me a claim # to follow up with, and Its been two months now since Ive received any contact back about whats going on with my vehicle, and Ive answered and complied with all their questions under oath and documentation they requested. ***** ****** and *** ******* ignored and said belligerent names to me and terminated my call on numerous occasions when asked why is this taken so long. All I ask for is my vehicle be repaired Im a struggling single mom and I have a kid and no longer have transportation to go back and forth from work or to drop and pick my child from school.

  

  Business Response

  Date: 02/12/2025

  I am responding on behalf of Plymouth Rock Assurance Corporation to the complaint filed by this third-party liability claimant. Our position with respect to the claim is based on a full and fair investigation and has been clearly communicated with the claimant.  
  

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 2018 Kia ******** was stolen from my driveway 11/2/24, recovered 11/4/24 , towed to Modern Auto Crafters (***********, **) 11/5/24. All paperwork requested by Plymouth Rock was emailed to appraiser, ******* ********, ***************************************** 11/12/24 - 11/15/24. No further updates ever came from her/Plymouth. I emailed *******/Plymouth 12/4/24 for an update but never received a reply. Modern Auto called me 12/12/24 stating no work has been done to my car because *******/Plymouth stated I had incomplete paperwork. I called *******/Plymouth repeatedly from 12/13 through 12/18, with multiple voicemails, before appraiser ever took my call. *******/Plymouth complained that my claim would be the death of her but never acknowledged any fault in the hold up, told me my paperwork is incomplete. I referred to my emails from 12/12 - 12/15/24 and everything needed in there; she failed to check the email for additional attachments. It is now 1/27/25 and my car has still not been worked on. Modern Auto told me they reached out Dec2024 for *******/Plymouth to come back and re-appraise the interior damage but *******/Plymouth never went back to the shop. All attempts on my end to get a hold of her just end in voicemails again.

  

  Business Response

  Date: 02/03/2025

  I am responding to this complaint on behalf of Plymouth Rock Assurance Corporation.  Our auto insurance policyholder has complained about our handling of a recent claim.  We are sorry that the policyholder was not satisfied with our service.  We are happy to report the claim was paid, and if there are any outstanding matters needing attention, we will work with our customer directly to find resolution. Thank you for allowing us the opportunity to resolve this concern.

  Customer Answer

  Date: 02/03/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:01/23/2025

  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.

  Vehicle was park and unattended when an insured motorist of Plymouth Rock struck my vehicle. Its almost about to be 2 months with this claim and Ive cooperated and gave statements and documentation to Plymouth Rock and havent heard anything back yet about repairs to my vehicle. I followed up with *** ****** and ***** ********* and they both were very rude belligerent and ignorant and said you people do not tell us what to do. who is you people i asked and they both hung up on me and blocked me from calling so im leaving it up to my fianc to handle it cuz i work and cant have my phone with me while work. Ive been extremely patient and respectful and would like my claim processed soon as possible before I have to submit a subjugation to Plymouth Rock with a paid lawyer.

  

  Business Response

  Date: 01/28/2025

  I am responding on behalf of Plymouth Rock Assurance Corporation to the complaint filed by this third-party liability claimant. Our position with respect to the claim is based on a full and fair investigation and has been clearly communicated with the claimant.  

• Initial Complaint

  Date:01/21/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are my car insurance an my car was totaled on 11/11/2024. Its hard to get them on the phone and I paid my insurance for the year and I havent been paid off for it. Also I had a lien on the car that was totaled out and they told me that paid my lien on or before 12/30 when I called my lien holder they are saying the car was never paid off and I have a outstanding balance. Its fustrating this insurance company has not paid me all of my money or paid off the car that was totaled by them. This is causing me issues moving forward buying another car and *** getting a loan do to the negligence of this insurance company. And Im on the hold for hour no one picking up the phone this is really important and needs to be resolved asap. Its complicating my lovely hood which is t fair I e paid my insurance I pay it off for the year and I cant even recover money owed to me and we are now Im January 21, 2025 this is unacceptable.

  

  Business Response

  Date: 01/28/2025

  I am responding to this complaint on behalf of Plymouth Rock Assurance Corporation.  Our auto insurance policyholder has complained about our handling of a recent claim. We are sorry that the policyholder was not satisfied with our service.  We are happy to report the concerns have been resolved.  Thank you for allowing us the opportunity to resolve this complaint.

• Initial Complaint

  Date:12/31/2024

  Type:Sales and Advertising 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 received a Debt Collection Letter.I called two weeks ago in reference to this notice from Plymouth. The associate I spoke to could NOT explain the $250.00 charge. I cannot either.I had a charge on 4/30 of $28.00. No explanation of charge.I had a charge on 6/21/23 for one year coverage.I would like to understand the charges. Please send or Email Explanation.Thank you in advance for your assistance.

  

  Business Response

  Date: 01/08/2025

  I am responding on behalf of Plymouth Rock Assurance Corporation regarding this consumers complaint about their auto insurance policy. We issued a 12-month auto insurance policy to this consumer effective June 29, 2024.  We cancelled the policy effective July 25, 2024 because the consumer did not pay the premium.  The $250 charge noted in the debt collection letter was the cost of the insurance we provided from June 29, 2024 through July 25, 2024.  The $28 premium resulted from the consumer replacing her 2013 ********** Passat with a 2020 ********** Jetta.  The premium for the Jetta was higher than the premium for the Passat.  

• Initial Complaint

  Date:09/17/2024

  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 hit in a car accident by a plmouth rock customer in April 2024. He admitted fault, and we filed a claim through plymouth rock. We had the claim approved to be repaired at a shop on the approved list. Work was completed and payment authorized.However, the work was not satisfactory. We brought our car to the dealer in June. The dealer identified further damage and recommend repair. It took several weeks to arrange approval from plymouth rock. Eventually, we were given approval, and confirmed by the dealer, for only a portion of the work. We accepted this and paid for the repair (as PA was unable to recieve payment directly through the dealer) and were told we would be reimbursement. Our attempts at receiving repayment have been dodged by the Agent and CLaims adjuster, who are pointing fingers at each other when we do get a hold of them.

  

  Business Response

  Date: 09/24/2024

  I am responding on behalf of Plymouth Rock Assurance Corporation to this complaint about an auto insurance claim.  After the claimant was involved in an accident caused our insured, the claimant took the vehicle to a repair shop of their choice where the initial repairs were completed.  Plymouth Rock paid for those repairs.  Almost two months after initial repairs were completed, the claimant brought the vehicle to a dealership for additional repairs allegedly related to the accident with our insured.  The dealership identified that a left coil spring was possibly related to the accident and we approved payment for that repair.  Review of the invoice from the dealership shows that in addition to the left coil spring, which we agreed to pay for, the claimant also approved repairs to an unrelated right coil spring,bearings, a stabilizer link and a screw, none of which were damaged by our insured.  We can only pay for items related to the accident.  In error, we did issue payment for the left coil spring to the original repair shop, however, payment for this is now being reissued directly to the claimant.  Thank you for the opportunity to respond to this complaint.  

  Customer Answer

  Date: 09/25/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  In your reply, you claim we brought our car to the dealer after waiting two months. This is entirely inaccurate. We made repeated attempts to discuss this continued issue noticed immediately after the shop, (which failed to fix initial issues not once, but twice) returned our vehicle. Once the vehicle was examined by the Dealer technicians and was still found to have suspension damage caused from an accident. This coil spring was not examined by World Auto Body, who I have discussed this issue with, and will validate this claim. You are either lying or ignorant of the work performed at World Auto Body. After repeated email and calls to PRA, we eventually were able to get an appraiser to the dealer (only after I initiated a 3-way call). That appraiser, ******* ******, confirmed with the dealer technician, Will *****, to proceed with the work and they will issue payment to me for reimbursement. This occurred in July. It took two months to even get this issue escalated. Meanwhile, PRA appraisers and adjusters were pointing fingers at each other internally.

   

  Now I am being told they will not reimburse me for the full cost of suspension damage. The dealer technician explained the need to replace both sides prior to approval to *******, who informed him to proceed. PRA made no mention to me at the time that they will only cover a fraction of the costs of suspension replacement.
  
  FAQ
  
  Regards,

  ****

   

   

  

  Business Response

  Date: 09/26/2024

  The appraisers role is to estimate the repair costs for any visible damage resulting from the accident.  Appraisers are not authorized to approve or disapprove repairs;only the vehicles owner can approve or disapprove repairs.  After an initial appraisal is completed, the claimants chosen repair shop is responsible for identifying any additional related damages that were not visible to the appraiser when the initial appraisal was written.  The shop is then required to request a supplemental appraisal.  In this case, after the dealership suggested that a coil spring required replacement, the appraiser inspected the vehicle and agreed that the coil spring needed to be replaced as a result of the accident and approved payment for the cost of that replacement. The appraiser did not approve payment for the suspension on the opposite side, which did not sustain any damage from this accident.  Ultimately, it was up to the claimant to choose whether to repair or replace any parts and to approve the scope of the repairs.  It appears in this case that the claimant approved additional repairs that were not needed due to the accident,and for which Plymouth Rock is not responsible.      

• Initial Complaint

  Date:09/16/2024

  Type:Billing 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 stop automatic EFT & put a stop payment through the bank for my september 10th bill on september 6th because plymouth rock stated automatic EFT processes in the bank 5 days prior to the pull, after i stopped EFT the new date and amount was set for 9/28 of $479. i manually paid $50 on the 6th later in the night after stopping automatic EFT even after stopping automatic EFT they tried to charge me a random bill of $88 on 9/11 and because i put the stop payment it rejected that pull and they couldnt tell me why i was being charge the $88 and Plymouth rock then skipped my september payment entirely and put my insurance into cancellation stating i owed $504 by 10/11 when i have photo documentation that they never got a september payment on the new date for september along with the **** ***** drastically changing within a weeks span and i have called multiple times before to communicate to stop certain things and theyll go and charge my account on a different day then charge me a handful of fees because the money wasnt in the account after calling to put stop payments due to financial hardship. there has been a few times where i have called plymouth rock to cancel my automatic withdraw before the 5 days they tell me they cancel it the payment doesnt come out on the 10th but will come out automatic randomly a week later even though they told me when i stop the payment ill have to manually call to make the payment.

  

  Business Response

  Date: 09/23/2024

  I am responding to this complaint on behalf of Plymouth Rock Assurance Corporation (Plymouth Rock). The complaint relates to the customers billing on her ********************** Rock auto insurance policy. When she purchased the policy, the customer elected to pay through our ****** EFT plan, authorizing Plymouth Rock to automatically withdraw 12 monthly payments from her bank account. However, we have not been able to successfully withdraw all payments as scheduled due to insufficient funds, resulting in the customer incurring additional fees.  In addition, the customer has made multiple changes to her policy and her payment plan on her own through her online account, and she has made some payments manually even though she is signed up for automatic payments.  These changes initiated by the customer are the cause of the issues she described in her complaint.  A **************** Supervisor reached out to the customer after we received this complaint and explained how the changes she has been making on her own have caused the billing issues.  The supervisor asked the customer to call him directly if she needs to make any changes in the future so as to avoid these types of issues.  In addition, as a courtesy to the customer, we have waived all of the fees she incurred to date due to the billing issues.  Thank you for the opportunity to respond to this complaint.  We believe the customer is now satisfied.

• Initial Complaint

  Date:05/24/2024

  Type:Billing 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.

  Plymouth Rock keeps trying to collect money from me I have no job and they still trying to collect I don't recall owing this amount and request them to stop calling me and texting me and trying to charge accounts that are not mineYour Plymouth Rock payment of ****** for the policy ending in 7936 is due by 06/14/2024. Click ******************************* to make a payment. Need help paying your bill? Give us a call *****************************************************

  

  Business Response

  Date: 05/30/2024

  May 30, 2024
  
  BBB of **********, **, ** & VT
  ************************************************************************************************-1927
  
  Policy Issued by: ******************* Company
  Insured:  *************************
  File #:  21755537
  
  To Whom It May ********
  
  We are writing in response to the May 24, 2024, inquiry, regarding the above-referenced file.
  
  We provided automobile insurance coverage for ****************** from November 14, 2023,to April 10, 2024. 
  
  On April 10, 2024, the policy cancelled because we did not receive the payment for $104.95.  For coverage provided, there is an outstanding balance of $97.95.  On May 14, we attempted to withdraw $97.95 and were notified that the payment was not honored so a $15 return payment fee was added to the balance.  On May 24, we issued an invoice for the outstanding balance of $112.95 with a due date of June 14.
  
  If you have any further questions, please contact me at ************.
  
  
  Sincerely,
  
  *********************
  
  *********************
  Plymouth Rock Customer ****************

• Initial Complaint

  Date:05/22/2024

  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.

  They stated they needed to come out and take photos for the homeowners insurance. After a few weeks I get a call and email from my Insurance broker with a list of items and was informed I only had 3 weeks to complete or they could cancel the policy. My broker I feel is not much of a help on this also. Going to also send to PA ********************* I have had them for 5 years with no issues all of a sudden they want things that were there when they 1st had the policy corrected. I can agree on some issue and will do what I can 1st: 3 weeks is no where near enough time. 2nd: how do change things that you had no issues with when I got the policy before. Part of issue: Missing railings all around front porch (was never there when we bough the house will need to time to complete, yet still to low to be a danger)Cracked steps (one area if I am understand the broker correctly that this is a minor break in the concrete )

  

  Business Response

  Date: 05/31/2024

  May 31, 2024
  
  
  BBB of Eastern MA, ME,RI, & VT  
  5 Mt. *********, Suite 100
  ***********, ** 01752-1927
  
  
  Insurance Company:                      Palisades Property and ****************** Company
  Complaint ID:                                   21747136
  Insured Name:                                  *****************************
  
  To Whom It May **************
  
  We are writing in response to your May 22, 2023, inquiry regarding *********************** homeowner policy. 
  
  We have insured Mr. ******** property since October 5, 2018.  A 2024 property condition report revealed multiple conditions that need to be addressed.  
  
  On May 7, 2024, an email was sent to Mr. ******* and his agency outlining the conditions found in the inspection report that the insured needs to resolve or take reasonable steps toward addressing within the next 30 days or the policy will be subject to cancellation.  The email also described reasonable steps toward remediation as securing a signed contract with a licensed contractor and evidence of deposit, or otherwise confirming in writing that the work will be completed within a reasonable time.    
  
  In his inquiry, Mr. ******* indicated that he is willing to address the issues outlined in the report.  We are happy to work with him to review the steps he has taken, or plans to take within a reasonable timeframe, to address the issues; however, to date, we have not heard from Mr. ****************** you have any further questions or require any additional information, please contact ************************* at ************** or via email at ****************************************
  
  Sincerely,
  
  
  *************************
  Plymouth Rock Customer Solutions Center
  

  Customer Answer

  Date: 06/03/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am rejecting the business response and my written reply is in a word document (labeled BBB) and photos Zip file and loose photo, and email chain attached (labeled 8th email chain) to support the reply.    
    

  

  Business Response

  Date: 06/07/2024

  June 7, 2024
  
  
  BBB of **********, ME,RI, & VT  
  5 Mt. *********, Suite 100
  ***********, ** 01752-1927
  
  
  Insurance Company:                     Palisades Property and ****************** Company
  Complaint ID:                                  21747136
  Complainant Name:                      *****************************
  
  To Whom It May **************
  
  We are writing in response to your June 3, 2023, follow-up inquiry regarding *********************** homeowner policy. 
  
  Mr. ******** agent contacted us on May 16, to clarify the conditions found during inspection.  We addressed with Mr. ******** agent the areas of concern and offered examples of how to remediate.  We have received photos showing Mr. ******** progress based on our recommendations and will continue to work with him. 
  
  All conditions noted need to be addressed by August 1 to avoid a non-renewal of the policy effective October 5, 2024.  As ****************** continues to make progress, he should submit photos and direct questions to his agent. 
  
  If you have any further questions or require any additional information, please contact ************************* at ************** or via email at ****************************************
  
  Sincerely,
  
  *************************
  
  *************************
  Plymouth Rock Customer ****************