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:08/25/2023

  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.

  We currently have auto insurance and homeowners insurance through Plymouth Rock. Our policy is a bundle package allowing us a discount. We just received an email stating our homeowners policy is being cancelled ** of poor payment history and poor roof condition. My payment history is perfect, actually it is paid in full. The roof is a 30 year asphalt shingle roof and is 23 years young. We have no issues, leaks, missing shingles etcThey are basing this cancellation off of a ****** earth image. The image is very unclear and a shadow is cast over the house. The aerial photo they based this cancellation on is attached. I tried calling and the underwriter ***** refused to speak with me or reevaluate our home. We are seeking help from the BBB. We feel we are being cancelled without cause.

  Customer Answer

  Date: 09/04/2023

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 09/14/2023

  September 13, 2023
  
  
  BBB of Eastern MA, ME,RI & VT
  51 ****************,Suite 100
  ***********,************* 07152-1927
  
  Insured:                            *************************
  BBB Complaint #:            20520793
  Line:                                 Homeowner
  
  Dear Sir or Madam:
  
  We are writing in response to your inquiry regarding the above-referenced file.
  
  A property condition report of Ms. ********* home obtained on May 30, 2023, revealed that the roof was in poor condition. The condition rating is derived from a computer vision model that uses geospatial imagery to assess the exterior condition of roofing surfaces.  The aerial imagery is not the only input into the model.
  
  Based upon the findings in the report, it was determined that the policy no longer met our underwriting guidelines.  In addition, while the policy is paid in full now, there have been five late payments in three years. 
  
  Accordingly, on August 24,2023, we emailed ******************** to advise of our intention to non-renew the policy.  On September 6, 2023, a notice of nonrenewal was mailed to ******************** with an effective date of October 28,2023.  The notice advised that the policy was being non-renewed due to the roof condition and untimely premium payments. 
  
  If you have any questions, please call me at **************.
  
  Sincerely,
  
  *************************
  
  *************************
  Plymouth Rock Customer ****************

  Customer Answer

  Date: 09/14/2023

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  After reading the reason for my insurance to be discontinued I am shocked. I am sending a picture of the aerial view that was used by Plymouth Rock to determine my roof was in poor shape. Its substandard at best. I am also sending recent pictures of my roof taken by myself showing no broken or missing shingles. How is the rating poor? Also we have 30 year shingles and the roof was put on 23 years ago. The pictures does not justify the cause.
  As far as having 5 late payments in 3 years, that was my error because I did not have paper statements and only was notified of my payment when it was late. Once I realized my payment was late it was sent immediately. Never was it late more than 1 week.  I fixed that issue by setting up alerts and paying in full.  
  I have been a great customer with ********************** Rock also taking advantage of the auto policy.  We have 6 cars on that policy, and have a discount bc we have auto and homeowners. By dropping our Homeowners it will drastically affect our rate
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  

  Business Response

  Date: 09/22/2023

  September 22, 2023
  
  
  BBB of Eastern MA, ME,RI & VT
  51 ****************,Suite 100
  ***********,************* 07152-1927
  
  Insured:                            *************************
  BBB Complaint #:           20520793
  Line:                                   Homeowner
  
  Dear Sir or Madam:
  
  We are writing in response to your additional inquiry regarding the above-referenced file.
  
  The specific factual basis for the nonrenewal is the poor condition of the roof, which is supported by an approved independent, expert report. While the roof condition rating is derived from a computer vision model using aerial imagery, the aerial imagery is not the only input into the model.  The full property condition report was provided to *********************
  
  Based on the report results,the property no longer meets our underwriting guidelines and is not eligible for renewal. 
  
  If you have any questions, please call me at **************.
  
  Sincerely,
  
  
  *************************
  Plymouth Rock Customer ****************

  Customer Answer

  Date: 09/25/2023

  
  
  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. 
  You state the aerial imagery is not the only input into the model.I have yet to receive the full condition report. Why would you not send a human person out to inspect my roof? Again I am attaching the aerial image you use to support your claim that my roof is in poor condition. The picture is unclear and should not have been accepted. I have 30 year shingles and my home is only 23 years old. I attempted to reach out to the underwriter but she refused my call. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:08/06/2023

  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.

  Unresolved Reimbursement Issues I am writing to express my extreme frustration and disappointment with the lack of communication, inaction, and failure to reimburse me for car share rides that I have incurred due to an unresolved issue. Despite my efforts to address the matter promptly, it has been left unresolved for an unacceptable amount of time.I initially brought the issue to your attention on 6/14/2023 explaining the situation and requesting assistance to rectify it. However, since then, I have not received any updates, and my attempts to follow up have been met with silence. This lack of communication is not only unprofessional but also leaves me feeling neglected as a valued customer.Furthermore, I would like to emphasize that the issue itself could have been resolved with due diligence on your part. It appears that not enough attention has been given to addressing the root cause of the problem, which has caused unnecessary delays and inconvenience on my end.To make matters worse, I have had to rely on car share rides, incurring out-of-pocket expenses while waiting for the issue to be resolved. Despite being assured of reimbursement, I have not seen any progress in this matter. This has added financial strain and stress, which is entirely avoidable if timely action had been taken In light of the aforementioned issues, I kindly request that you take immediate action to rectify the situation. I expect a prompt response addressing these concerns and outlining the steps you will take to improve your communication practices, demonstrate due diligence, and reimburse me for the expenses incurred

  

  Business Response

  Date: 08/31/2023

  August 31, 2023
  
  
  
                                                                                                                  Policy Issued ********* ******************* Co.
  Better Business Bureau Serving Eastern **,                                        Insured: ***************************
  ME, **, VT                                                                                              Line: Automobile
  ************************************************************************;                                                               BBB Business ID: ********
  ***********,** 01752                                                            
  
  To Whom It May ****************** are writing in response to the August 6, 2023, inquiry we received from your office relative to our handling of the above-noted claim. 
  
  *************************** reported this claim on June 12, 2023. Her vehicle was inspected on June 13, 2023, and payment was issued to her in the amount of the estimate less a $500 deductible.  An additional payment was made to the auto body shop due to a supplemental estimate.  
  
  On June 14, 2023, we contacted the other vehicles insurance carrier, Hartford.  We were advised that their insured had not reported the claim and, therefore, we filed the claim with Hartford.  On June 30, 2023, we contacted Hartford, and were advised that they were still investigating the claim. A follow up call on August 7, 2023, confirmed that they accepted liability, and we refunded Ms.****** $500 deductible.  Confirmation to ************** was made via voicemail and email. As ************** does not have rental coverage on her policy, we also provided her with the Hartford claim information for her rideshare expense reimbursement.
  
  If you have any questions, please call me at ************. 
  
  Sincerely,
  
  *******************************
  Complaint Coordinator

• Initial Complaint

  Date:07/21/2023

  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.

  Homeowners policy from Plymouth rock( Palisades Safety Insurance)They sent renewal to myself and mortgagee with ***** as mortgagee act #. That is not **rrect, have had same # for over 3 yrs. Mortgagee didnt re**gnize it, and it had not been paid at the time. I **ntact Plymouth Rock and gave them **rrect #, they sent it again to mortgagee. Mortgagee paid it 6/20/23 and I have check # to prove, but today 7/21/23 I get a cancellation, even though I received a new policy declaration that states policy in effect from 6/4/23-6/4/24? I called Plymouth rock and a very short tempered man said" yea, you are canceled for non payment, speak to your mortgagee" So I called them, they said its been paid 6/20/23 to ******************* which again is a affiliate of Plymouth rock. We went over the insurance policy # and its **rrect, so why are they canceling for non payment, when its been paid? Im very upset, been dealing with this insurance ** for over a month, and its excuses and blame on me making mistakes when all I am in this case is the middle man! I pay mortgagee, mortgagee pays insurance, but insurance **mpany blames me somehow??? I just want them to apologize for their many mistakes and re-instate the policy since its been paid!

  

  Business Response

  Date: 07/27/2023

  Hello,
  
  In response to the complaint for ***********************. The background information is as follows, on June 7th, 2023 we sent a Notice of Intent to Cancel to the insured for nonpayment of their renewal effective dates of 6/4/23-6/4/24. *********************** reached out to us on June 14th and advised us that the loan number on mortgage clause of her policy was incorrect, and due to this, the **************** did not recognize the information and subequently, did not send in the payment for the policy.The information was corrected that day, and an Evidence of Insurance was sent out by fax to the mortgage company. On June 20th, 2023, the mortgage company did mail in a check, but mailed it to an incorrect address, and the payment was not received. We did sent a final Notice of Cancellation July 14th, 2023. We have been in contact with *********************** to get information and have asked for a copy of the check. We are working with her to get a copy of the check from the mortgage company. If this check had not been cashed yet, we will have the mortgage company void it, send in new payment, and reinstate the policy. And if we are able to determined it was cashed, we will be able to locate the funds and apply it to her policy to reinstate. Please let us know if you have any further questions. 

  Customer Answer

  Date: 07/27/2023

  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. 

  Plymouth rock homeowners insurance

  Plymouth rock stated in an email and on the phone to me they would not reinstate my policy, due to " Underwriting" , and would not explain in ****h what that exactly meant.  They made it clear to me my policy was done.  Now they are stating to you that they will look to reinstate????  I cannot wait to have my home covered, as this is very important. A check was sent in time to them, and USDA sent it to their underwriting **** I was told.  If this address was not correct it is out of my control, and they need to talk directly to USDA, as insurance is paid out of escrow.  I am the middleman in this whole situation, and am mandated to have my insurance paid out of escrow.  Ive had cancellation notices sent to me that again, I cannot control.  If they have or had ANY problems with insurance payments they must talk with USDA. If they have any further questions etc... they must talk to USDA.

  Thank you

  *******************************

   

   

  

  Business Response

  Date: 08/04/2023

  Hello,
  We are writing in response to the insureds additional comments, Based on the circumstances and the lost payment mailed by the mortgage company, we are willing to make an exception to reinstatement the policy.
  We emailed the mortgage company at the email address provided by the insured on 7/27 with instructions on where to mail a replacement check. In addition, we attempted to call the mortgage company on 8/2, however was unable to successfully reach a representative due to lack of insureds authentication information. We emailed the mortgage company again on 8/2 with similar instructions on where to mail a replacement payment. We provided the mortgage company with the following address:
  *********************
  C/O CBT Items Processing Center
  ****************************************************************
  We reached out to the insured again on 8/2 with specific instructions in order to reinstate her policy and await a response. Once payment is received we will reinstatement Mrs. ********** policy.
  Thank you

  Customer Answer

  Date: 08/09/2023

  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 **ncerns in reference to **mplaint # ********. Please add your rejection **mments below; if you do not provide any details, your **mplaint will be closed as Answered. 

  I cannot agree or disagree with Plymouth rock statement. They said in email that due to underwriting they would no longer be able to reinstate my policy, I do have the email. The mortgage ** is at fault for sending payment to wrong ** and address, they are not nor am I. I do not want any further billing or **mmunication from Plymouth *************** is a serious thing and I have new insurance. 

  Customer Answer

  Date: 09/06/2023

  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 **ncerns in reference to **mplaint # ********. Please add your rejection **mments below; if you do not provide any details, your **mplaint will be closed as Answered. 

  As all was well regarding the mess with Plymouth **************, they have now sent me a bill!
  The bill is for $60 earned premium.
  I have asked them to send any questions,bills, etc to USDA, as they pay the insurance ( I do not personally)
  They have said in the letter if I do not pay the bill in 30 days, it will affect my credit!  I DO NOT pay for the insurance directly, it is escrowed, therefore I am not responsible, USDA mortgage is and they need to take this matter up with them.
  It also states, if I had insurance with another ** prior to 7/12/23 to send them the info and they would adjust acct.  I had no idea that USDA didnt pay the insurance to the **rrect **mpany, and did not receive a final cancellation till well after the 12th.
  I am not directly involved, and should not have my credit tainted due to a mishap between **mpanies!
  *******************************
  

  
  

  

  Business Response

  Date: 09/07/2023

  Hello,

  
  We are writing in response to the insureds additional comments. The bill the customer received is an Earned Premium bill for coverage provided from 6/4/23 through 7/12/23. The policy unfortunately cancelled due to a misplaced payment from the mortgagee company. The notice the customer received regarding an impact to her credit was due to the $60 of earned premium due. We will assure that there is no impact to the customers credit due to this matter and will not send her information to our credit collections agency. We have attempted to email the mortgage company with the email given several times with instructions to provide a replacement payment with no response. In addition, we have attempted to call the mortgage company on the insureds behalf on 8/2 as well as 9/7, however have been unsuccessful. We have advised the insured again on 9/7/23 via email, that we do need her to contact her mortgage company to provide the replacement payment. If we are able to receive the replacement payment we would be willing to reinstate with a no loss statement.
  

  Thank you

• Initial Complaint

  Date:05/23/2023

  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.

  We purchased home insurance from Plymouth Rock Assurance *** that provided coverage from Mar. 9th, 2022 to Mar. 9th, 2023. We decided not to renew the insurance policy from Plymouth Rock Assurance. Actually we bought home insurance from another company, which policy covers from Mar. 9th, 2023. Today (May 23th, 2023) we receive a bill from Plymouth Rock Assurance shows the Balance Due $99 and payment due date is Jun 9th, 2023. This bill said: " Although this policy has cancelled and is no longer in effect, there is still an outstanding balance due for the insurance protection we provided from 12:01 am on 03/09/2023 to 12:01 am on 04/19/2023. Please pay the full amount shown by the due date." Last year we purchase $440 and received the policy declarations page which showed the policy effective date is 03/09/2022 to 03/09/2023. The Policy Number is NYH00002066204. Insured Property Location is ****************************************************. We do not want to be forced to pay for these extra 40 days. It is unreasonable.

  

  Business Response

  Date: 06/01/2023

  June 1, 2023
  
  Better Business Bureau
  *******************************************************************************************************
  
  Re: Complaint #: 20097277
  Complainant Name: *********
  Policy Number: NYH00002066204
  Insurance Company: Palisades Property and ****************** Company        
  
  
  To Whom It May ****************** are writing in response to your May 24, 2023,inquiry regarding ********** homeowner policy.
  
  On February 03, 2023, we mailed a copy of a renewal policy that was effective March 09, 2023, to *********. On February 3, we also mailed an invoice in the amount of $457, due on March 09, 2023. The policy automatically renewed and we did not receive payment by the due date or a request to cancel the policy. The policy went into a pending cancellation status due to the non-payment, and a notice was sent on March 15, 2023,advising that the policy would cancel on April 19, 2023, if payment was not received. With no payment or request received by the cancel date, the policy cancelled on April 19, 2023 date, leaving a balance of $99 for earned premium.
  
  We spoke to ********* on May 24, 2023, and confirmed that she intended for the policy to expire on the renewal effective date of March 9, 2023. The insureds request has been processed and the policy expired effective March 9, 2023.  There is no premium due on this policy.
  
  If you have any further questions or require any additional information, please contact me via email at **************************************
  
  Sincerely,
  
  *************************
  
  *************************
  Plymouth Rock Customer Solutions Center 

• Initial Complaint

  Date:05/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company was only authorized to pull the remaining balance and I spoke to my agent about that!Amex was the one used for auto withdrawal and this company will not allow you to change that and pull it off once you cancel your own policy ...Amex knew they were only supposed to pull 10 dAys worth of coverage...They got the documents and they have told this to Plymouth rock. Plymouth rock has had 60 days to prove their case with amex ...but they failed...and instead continued to try to pull money. They never once wrote me saying anything until I got an email saying I have to pay ****** which includes 3 supposedly returned checks when in reality and I have the proof if you need it amex was not going to allow them to pull. So I'm not paying for something amex told you about ...Secondly you said you'll pull out of my discover on June 10...They know what's going on and won't allow it.I suggest you send me Bill of the only 10 days not the month and if you keep all those return ck when this was a amex dispute that you didn't win...you will be hearing from an attorney mullroy by the end of the week Policy# PRA00002365157 Send me a letter to my address not an email!!

  

  Business Response

  Date: 06/09/2023

  *************** to this complaint on behalf of Plymouth Rock Assurance Corporation (Plymouth Rock).  The complaint relates to the customers Plymouth Rock auto insurance policy.  When she bought her policy, the customer authorized ********************** Rock to automatically charge her monthly premium payments to her credit card.  The customer cancelled her policy early, effective March 10,2023.  Following the cancellation we received notice that two of the previous monthly premium payments that we charged to the customers credit card had been rejected by the credit card company.  This resulted in the customer owing premium for the time that her policy was active.  As a courtesy to the customer, we waived the late fees that resulted from the two charges being rejected. We issued an invoice to the customer for the unpaid premium and she paid the invoice after we explained that the two credit card charges had been rejected.  The customer requested that we remove her credit card authorization from the account, which required us to temporarily reinstate her policy.  During that brief period of time when the policy was active in our system, the system generated a new invoice, which automatically was mailed to the customer.  Upon learning of the error, we contacted the customer and told her to disregard that invoice.  The customer asked us to send written confirmation that her policy was cancelled and no remaining charges were owed.  We sent the requested letter to the customer on June 8, 2023.  We apologized to the customer for the unnecessary invoice.

• Initial Complaint

  Date:04/24/2023

  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.

  Plymouth rock auto insurance canceled my policy due to them stating that I do not reside in **********. However, I do reside in **********. I have address in ********** and all of my entire life and everything I own resides in **********. I called this company numerous times to prove that I live in **********, and try to send them all documentation stating this and they still refuse to believe that I reside in **********. This is absolutely absurd that I would have to even go through something like this. I recently opened a claim due to visiting a friend in ************ and my car being stolen, and now that I have filed a claim now they want to cancel my policy.

  

  Business Response

  Date: 05/03/2023

  Hello,

  Please find our attached response to this matter.

  Customer Answer

  Date: 05/03/2023

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Rachael

   

   

  

  Business Response

  Date: 05/08/2023

  Ms. ****** vehicle was stolen on April 9, 2023. On April 11, 2023, on a recorded call with our ****************** ************** indicated that she moved one week ago to *****************************************************************  ************** advised that she moved to ************ one week prior to her vehicle being stolen. On April 24, 2023, ************** contacted our Customer **************** and was advised that the policy cancellation was based on the garaging information she had provided to our Claims Department.  There was no contact made by ************* on April 28, 2023.   Additionally, attached please find a copy of the signed and notarized Affidavit of Vehicle Theft dated April 19,2023.  ************** listed her address as *****************************************************************   
  
  Please let me know if you have any additional questions. 

• Initial Complaint

  Date:04/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I surrendered my license plates on 9/27/22, but kept being charged because of auto pay. I called on 12/16/22 to cancel my auto insurance policy with Plymouth Rock Assurance. I received the first check of $143.74 in early January (presumably for December). I emailed customer service on January 10, 2023 to submit my proof of my license plates surrender. The customer service agent responded and mentioned the second refund check amount of $361.00 backdated from 9/27/22. I emailed back that the amount appears to be lower. She reiterated that it is correct. I emailed again on February 21, 2023 and was told on 2/22/23 that I will not be receiving additional refund. I followed up by asking for a breakdown of the refund calculation for the checks. It is April 22, 2023, and I still have not received a follow-up or breakdown from them. The following are paid monthly ACH auto debit payments posted on: 9/20/22 $148.44 10/18/22 $131.44 11/18/22 $141.38 12/20/22 $136.36 policy HPA00002777431

  

  Business Response

  Date: 05/02/2023

  Please see our attached response.

  Customer Answer

  Date: 05/10/2023

  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. 

  The coverage starting dates for each month needs to be clearly stated. This is something that could have been included in the "breakdown" that I had requested since February 22, 2022, but I never received it or a response back. This has been off the clock insulting, stressful, and time-consuming. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 05/16/2023

                                                                                                      Policy Issued by: ******************* Company
  
  Better Business Bureau Serving Eastern **,                            Insured:  ***************************
  ME, ** and VT                                                                            Complaint ID #: ********                              
  ***************************************************************102                                                     Line:  Automobile                                                          
  ***********, ** 01752                                                                            
  
                                                                                                     May 16, 2023
  
  To Whom It May ****************** are writing in response to your May 11, 2023, correspondence regarding the above-referenced file.  
  
  ***************** request to provide a breakdown of the coverage starting dates for each month cannot be provided due to the varied number of days for each month. Premium calculations are done on a per-day basis; however, Plymouth Rock is able to provide the following information:
  
  Full term premium (6 months May 17, 2022 to November 17, 2022) $879.00
  Full Term Premium / 183 = Daily Factor  ****
  Requested Cancellation Date 09/27/22
  Cancel Date - Effective Date = Earned Days  133
  Earned Days ********* Factor = Earned Premium  $638.84
  Full Term Premium - Earned Premium = Unearned Premium $240.16
  ******** Fee Earned ****** $3.96
  Add Service Fees or State Fees $9.16
  Premium Received on Policy $875.00
  Premium Received - Earned Premium - Fees = Total Credit to Customer $227.00
  
  
  Full term premium (6 months November 17, 2022 to May 17, 2023) $811.00
  Requested Cancellation Date 09/27/22
  Cancel Date - Effective Date = Earned Days  0
  Premium Received on Policy $277.74
  Premium Refund to Customer $277.74
  
  *************** received a total refund of $504.74 as reflected in the December 29,2022, and January 23, 2023, refunds. 
  
  If you have any further questions, please contact me directly at **************.
  
  Sincerely,
  
  *********************
  
  *********************
  Supervisor, Customer ****************** *************

  Customer Answer

  Date: 05/20/2023

  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. 

  [How the company arrived at $361.00 has not been calculated. It does not appear to add up with calculations based off of what I paid, refund received, and total days in each month.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:04/12/2023

  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.

  ** October 2022, I purchased a new auto policy from Plymouth Rock Assurance through an agent. Ever since insuring my vehicle with Plymouth Rock, it has been a headache. I signed up for electronic withdrawals however, my insurance has been cancelled multiple times due to non-payment. The initial payment made covered October and November so my next payment was due in December 1st. A couple of weeks post December 1st, I logged into my account to check in and I noticed the December payment was returned. I immediately called both the agent and Plymouth Rock to follow up on it and I was informed that the account information was inaccurate. I was confused because that was the same account information I had when I first signed up and payment went through then. In January the same thing happened. Just like in December, I called to follow up and once again gave my account information in frustration and payment was made over the phone. In late February or in early March for the third time I logged into my Plymouth Rock account and noticed I had a larger than usual payment scheduled so again I called. When I called the person that I spoke to that day from my opinion lacked customer service skills especially when dealing with someone who is very frustrated in regards to recurrence of the same issue. She instructed me to make a manual payment. I got off the phone with her feeling even more frustrated. A few weeks down the road, I went online to make the payment and noticed the prompt that stated an automated payment had already been scheduled so I paused. I waited for a week or so and checked my bank account for the transaction but to no avail. I again called and I was tossed around so I hung up the phone. A few days later, I logged on online and noticed that my policy had been cancelled and later received a notice again (at this time I lost count on how many times I have been cancelled since the beginning of the policy). I called them again to follow up on the payment and I was informed the scheduled automatic withdrawal never went through and that my policy had been cancelled as of April 2. I made the payment over the phone for the amount and reached out to my agent to initially switch me over to another company because I've had enough with Plymouth Rock but then I decided to stay until the end of my policy term because I don't have the budget to come up with the 25% for another company. Well my insurance agent informed me that they will not be able to reinstate my policy as I will not be able to sign the paperwork that my car had not been involved in an accident since the cancellation (which I was just finding out about and my car was scratched/dented while parked on the street near my job while I was at work). I have been trying to find another insurance company however, I have been denied by a few and the others that will quote an extremely large premium due to what Plymouth Rock documented as non-payment showing in the registry when they caused all this. I signed up for auto pay for a reason. Plymouth Rock has caused me so much stress in the last few months. I would never recommend to anyone, ever.

  

  Business Response

  Date: 05/02/2023

  *************** to this complaint on behalf of Plymouth Rock Assurance Corporation (Plymouth Rock).  The complaint relates to the customers Plymouth Rock auto insurance policy.  The policy was issued effective on 9/30/2022.  When she bought her policy, the customer requested that her monthly premium payments be automatically withdrawn from her bank account under our electronic funds transfer (***) plan and she provided her bank account information.  The first two attempts to withdraw payments from the customers bank account failed, using the account information the customer provided.  Due to those failures we removed this policy from the *** payment plan and began mailing paper bills to the customer on 12/9/2022. When the customer contacted ** multiple times for an explanation, we explained that the attempted electronic withdrawals had been unsuccessful and she would have to make future payments manually to keep her policy active.
  
  On March 7, 2023, because we still had not received payment for the outstanding premium, we sent a Statutory Notice of Cancellation to the customer.  The notice stated that the customers policy would be cancelled on April 2, 2023 unless she paid the outstanding premium before the cancellation date.  We did not receive a payment by that date and the policy cancelled.  The customer contacted ** after the policy cancelled and asked if we would reinstate the policy if she paid the outstanding premium.  We explained that because there had been a loss after the policy cancellation date, we would not reinstate the policy. As a courtesy to this customer we agreed to waive the outstanding unpaid earned premium for the cancelled policy.

  Customer Answer

  Date: 05/02/2023

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

  I reject the response because the same account information that they claimed failed, I provided multiple times and at one point or another the withdrawal was made from that same account. How is it my fault when the error was from Plymouth Rock when multiple time I had to call to question the same thing and provide the same information over and over. 

  Secondly as I stated in my complaint,  I did go online to make a payment as I informed the rep in regards to the stated payment that is being referenced however,  I did not make the payment manually because it stated that the payment was automatically scheduled to be withdrawn. Why would I want to make a second payment of the same amount when I see an *** scheduled? If they claimed the *** was cancelled why was it showing it was scheduled?

  I was having issues from day 1 when I signed this policy due to me calling complaining about the same thing over and over. I should have cancelled and gone with another company but I decided to wait it out till the end of my policy but boy was I wrong because in the end Plymouth Rock screwed me over.

  I did not see the so called noticed they claim they sent until after the fact when it was already a done deal. Waiving the payment did not help me in anyway but rather cost me more money in the end as I had to struggle to find a new company to purchase a new policy which was very high and was rejected by many companies due to what Plymouth Rock sent to the registry.

  So no I do not accept their response. Both the agent I had at the time and Plymouth Rock failed me and that is just what it is and nothing can change my mind.

   

  

  Business Response

  Date: 05/03/2023

  Thank you for the opportunity to respond to the customers rebuttal.  Our original reply summarizes our position on this matter.  We regret that the customer was not satisfied with our service.

• Initial Complaint

  Date:04/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The issue took place on Easter, at around 6pm I was driving home from work and realized that I forgot to put gas in my car. I had to pull over on the highway because I wasn't able to make it to the nearest gas station. I called Plymouth Rock road side assistance for help and they didn't help me at all. They left me stranded, they gave me all types of excuses like the driver not being able to come out to toll roads, my milage was to high and wasn't covered, and that they don't come out to construction zones (which I was no where near at all) At one point the representative said that when the guy gets there I would have to put the fuel in my car by myself, I explained to her that I'm handicapped and I need a walking stick to get around so I wouldn't be able to. Then she suggested that I have my car towed and come back for it later. I told her no, because I have already been sitting in my car for 3 hours in the cold trying to get help. Eventually I ended up have to pay out of pocket to call ******************* authorities to have someone deliver gas to me. I shouldn't have had to do that when I paid Plymouth ************** for a service that they should have provided and all they have done is give me grief. They have failed me as a client and I'm not satisfied with my care.

  

  Business Response

  Date: 04/20/2023

  Policy Issued by:
  Palisades Safety and Insurance Association
  
  Better Business Bureau Serving Eastern **,                                   Insured:  ****************************************, RI, and VT                                                                                   Your File #: 19921420
  ************************************************************************;                                                           Policy #:  PAA80002082041
  ***********, ** 01752                                                                    
                                                                                                              April 20, 2023
  
  
  Dear Sir/Madam:
  
  We are writing in response to your inquiry forwarded to Plymouth Rock Assurance Corporation regarding Ms. ******** Roadside Assistance experience.
  
  The company contracts with a third party, Quest, for our roadside services and we have undertaken an investigation with Quest concerning Mr. ******** complaint. We spoke with ******************, who appreciated our follow-up and the fact that we are actively looking into this issue.
  
  Please be advised that on April 14, 2023, we reimbursed ****************** $105.30 for her gas expenses.
  
  Sincerely,
  
  ***********************
  
  ***********************
  Supervisor, Customer Solutions Center
  

  Customer Answer

  Date: 04/20/2023

  [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:

  
  

  You guys are great and I thank you for reaching out to Plymouth Rock regarding my issue. Because of your hard work Plymouth Rock has reimbursed me for the money I spent for getting help on the highway. You can say that I'm satisfied now and this case has been solved

  
  

  Regards,

  
  

  ***************************

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

• Initial Complaint

  Date:04/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife was in an accident so we filed a claim through Plymouth Rock Assurance (our provider). It took Plymouth Rock about a week to get an adjuster out to see the car and tell us it was totaled. This was back in early February. The accident was in late January. I asked them to provide a direct deposit for the funds due my wife and me into our bank account that they already take direct deposits out of for payments. I was informed they could not do so. They told me that a check was mailed to me. I waited several weeks and never recieved the check. I have however since received other documents from Plymouth Rock including one that informs me of an increase in my premium. My wife called again a couple weeks ago and asked for the direct deposit as we had not received the check. She was informed that a direct deposit was not possible but that a check would be overnighted to us. This was about a week ago. I am still waiting on the money from the policy and have paid out of pocket for a replacement vehicle in the meantime back in February thinking that I would be able to replenish the funds in my account shortly after the check arrived. I am insulted that Plymouth Rock feels it should be able to deduct money for a higher premium when they have been withholding my insurance payment. The desired resolution is for Plymouth Rock Assurance to give me the payment owed me and to refund me the money they have been charging me during the period they have refused to give me payment.

  

  Business Response

  Date: 04/12/2023

  Thank you for the opportunity to respond to this customers complaint.  Although we handled the claim within a reasonable time period, there was an unfortunate delay in delivery of the claim payment.  We could not comply with the customers request for direct deposit due to a temporary technical issue and we had to mail a check to him.  There were some delays in the delivery of the check due to an address change and a problem with the courier service.  On April 10, 2023, we spoke with the customer and confirmed that they had received the check.  We apologize for the delay.

  Customer Answer

  Date: 04/15/2023

  [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,
  
  *****************************