Business Profile

Insurance Companies

Geico

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 20 complaints handled through our conciliation process.

Complaints

This profile includes complaints for Geico's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

2,711 total complaints in the last 3 years.
927 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/14/2025
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 uploaded/submitted a mileage change form to Geico's website, as instructed, on July 8, 2025. On July 14, 2025, I called ************** and spoke to a Geico insurance agent named ****** who confirmed that my mileage change form was received, but that a system error would not allow her to update my policy to reflect the new amount due to renew my policy. While I was on hold with ******, the phone call was disconnected at 8:24 a.m. and she didn't call me back. I have been a Geico customer for thirty-three years, and I have never experienced such disrespect from an insurance agent/agency. I am requesting that my auto insurance policy be updated prior to renewal to reflect the new amount due, which should be less than $181.73, since my mileage one way to work decreased from thirty-seven miles to thirteen miles. I will not pay to renew my policy until the correct amount due is updated in my account on **********************'s website. My renewal policy period is between 7/18/25 - 1/18/26. Thank you in advance for your assistance.
Customer Answer
Date: 07/18/2025
BBB Case ID #: ******** has been resolved. Geico car insurance adjusted my car insurance policy after they processed my mileage change form on July 16, 2025.
Initial Complaint
Date:07/07/2025
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.
Im writing to express my concern and frustration with the recent attempt to renew my homeowners insurance policy, which I have held continuously since July 2012.Although my renewal was available both via the app and through a mailed package to my home, I contacted customer service to complete the usual annual process of having the policy shared with my co-op and them listed as an interested party. This is something that has been done consistently each year without issue.However, during my call, I was told I would need to complete a new application, including a credit check, and resubmitting property heating information, despite this being an existing, active policy. I spoke with three different representatives, each requiring me to start over. When asked to provide my Social Security Number, I expressed discomfort as I had already verified my identity through other means.After requesting a manager multiple times, I was told someone would call me back. I explained that I would prefer to hold, as I am traveling and need this issue resolved. I was then transferred to a representative who said I was on his cellphone, which I found unprofessional and confusing. He also insisted I complete a new application and have a credit report run.After more than 1 hour & 20 minutes on the call, I was quoted a new rate after sewer services were unexpectedly added to the policy. When I explained that I had already received a renewal quote by email, in the app, with a different rate the representative seemed surprised.This entire process was unnecessarily time-consuming, disorganized, and unprofessional. I simply needed to renew my homeowners insurance and have the co-op listed and emailed as done every year since 2012. To date, no confirmation has been sent to my co-op, and I risk incurring a $100/day fee until proper documentation is received.I urgently need this resolved to ensure my property is covered and the documentation is on file with the co-op.
Customer Answer
Date: 07/08/2025
My policy was mysteriously renewed and emailed to the coop without them being listed which then caused the coop to refuse the policy. Please help.
Business Response
Date: 07/09/2025
BBB serving ******************* and ********************
***************************************************
**************, 20005-3404

July 9, 2025
Re: Complaint ID ********; ***** *****
Dear Dispute Resolution Team,
GEICO Insurance ********** (***) is an agent for Travelers Insurance. As an agent, we must abide by the rates, rules, and guidelines set forth by the carrier. The carrier sets all underwriting guidelines.

***** ***** was offered a renewal for their Travelers policy ********* 6991for the term of July 17, *********. The renewal rates and coverage were offered in the Travelers Legacy platform. Travelers has made changes to the underwriting guidelines for this program and currently do not allow the endorsement of an Additional Party as it had in previous years.

***** ***** has the option of accepting the renewal for policy ********* ****************************************************** she may be rewritten to a new replacement policy that will allow the Additional Party to be listed.

A new replacement policy was quoted to ***** ***** with the current rate, terms and conditions for an available program that will add an Additional party to the coverage.

If ***** ***** wishes to purchase the replacement policy,they may contact *** at ************ to speak with a licensed agent.

Sincerely,

**** ******
GEICO Insurance Agency, LLC
Customer Answer
Date: 07/13/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23564620

I am rejecting this response because:
I *** the plan rewritten with the coop added as soon possible as the policy must be active as of this Tuesday. Please have the policy rewritten.

Regards,

***** *****

Customer Answer
Date: 07/13/2025
Despite receiving written confirmation that my policy was renewed and seeing the associated premium withdrawn from my account, I was later informed that the **** has denied the policy. This is unacceptable and requires immediate resolution.

Additionally, I do not understand why my credit is being re-run or why Im being asked to start a new policy. The logical and reasonable course of action would be to amend the current policy and take any necessary steps to properly list the coop as an additional insured.

Furthermore, I was offered a renewal at a specific rate in writing. If the underwriting guidelines changed, that should have been transparently disclosed prior to offering or processing a renewal. Issuing documents under the pretense that the policy terms remained consistent with the past ten yearswithout stating otherwiseis misleading and does not reflect good business practice.

The rate provided in the formal renewal documentation should be honored, and I am asking that you please take immediate steps to:

Reinstate or amend the policy as needed to reflect the coops requirements.
Honor the previously issued rate.
Provide clear, written clarification about the policy changes that were not originally disclosed.

Please address this promptly and advise me on next steps.
Initial Complaint
Date:07/01/2025
Type:Billing 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 Geico auto policy is $342. I paid $181.55 down with a second payment of $176.05 which had a $5 installment fee. That totals $357.60 when it should be $347. No explanation why they over billed me $10.60. I am unable to contact anyone at Geico, I've tried callling four different numbers, but every time I call, there are over 200+ people waiting ahead of me so I'm unable to talk to them about the overbilling.
Business Response
Date: 07/15/2025
please let us know if you have any questions.
Customer Answer
Date: 07/16/2025
[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* ******
Initial Complaint
Date:06/30/2025
Type:Product 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.
On today 6/30/2025 Geico charged my Mastercard ending 2010 for $1,624.16 which I didnt authorize. I dont even have a policy with Geico which theyve taken all my money out my account
Customer Answer
Date: 07/01/2025
Unfortunately Ive called Geico numerous times and keep getting informed a supervisor will callback . The funds that was fraudulently deducted from my account was to pay my mortgage now I cant . The transactions were fraudulently unauthorized and despite filing a dispute with my bank Im not able to await for investigation as my mortgage company isnt gonna await . Instead of Geico helping I keep getting the run around about my money that was unauthorized
Business Response
Date: 07/15/2025
July 2, 2025

Dispute Resolution Team
Better Business Bureau of Metro
************* & ********************

RE: Complaint ID: ********

Dear Dispute Resolution Team,

Thank you for your recent inquiry dated June *******. We welcome the opportunity to discuss the complainants concerns. We have not included any personal identifying information in our response as the Better Business Bureau has requested.
According to our records, on June 30, 2025, a new GEICO auto policy was purchased online, and a down payment of $332.23 was collected from the Master card we were provided. Additionally, there was a prior GEICO auto policy with an outstanding balance of $1,291.63. This balance was due prior to being able to establish a new policy; therefore, this amount was also collected on June 30, 2025.
We spoke with the complainant regarding this recent matter, and he indicated he is the account holder of the Master card used to process the payments referenced above, and that he did not authorize the two charges. The complainant advised that a police report was filed, and he was working with a detective regarding the unauthorized charges. We explained to the complainant that in order for GEICO to take action towards resolving this matter, he would have to dispute the charges with his bank and provide us a denial letter from the bank, indicating that they are denying to refund the charges in question,and we would need a copy of the police report that was filed. Upon receiving this information, we may certainly further review this case.
We consider this matter to be resolved. If the complainant is in need of additional assistance, he may contact a member of our customer relations team at ************************************** or ************, Monday through Friday, during the office hours of 8:00 a.m. to 4:30 p.m. EST.

Sincerely,

GEICO *************************
Customer Answer
Date: 07/17/2025
[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******** *******
Initial Complaint
Date:06/29/2025
Type:Product 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 am filing this complaint against GEICO Insurance regarding their unacceptable delay and lack of accountability in issuing a refund of $904 for a canceled umbrella insurance policy.I canceled my GEICO umbrella policy approximately nine months ago. I had prepaid for coverage and was informed that I would receive a refund of $904. GEICO initially claimed that the refund check had been mailedbut I never received it.Since then, I have contacted GEICO numerous times over the past 8+ months, and every single time I have been given a different version of the same empty promise: Please wait a little longer, Its being processed, or Were resending it. Despite these reassurances, I have not received the check nor have I been given any real explanation or resolution.Frankly, this is unacceptable and disgraceful behavior from one of the nations largest insurance providers. Nine months of waiting for a simple refundfor money that I rightfully paid in good faithis not only unprofessional, it borders on fraudulent.GEICOs repeated failure to issue the check, honor its own cancellation policies, or follow through on any of its assurances amounts to a complete breakdown in customer service and accountability. There is no excuse for this level of incompetence or neglect.I am formally demanding that GEICO immediately:Issue and send a replacement check for $100 without further delay (additional $96 for delay and frustration this has caused);Provide written confirmation of the mailing, including check number and date;Offer an apology for the extreme inconvenience and mishandling of this matter.I am requesting the assistance of the Better Business Bureau to hold GEICO accountable and to compel them to resolve this matter without further delay. If GEICO continues to ignore this issue, I will consider pursuing formal legal action or small claims court, as well as report them to my states department of insurance.Sincerely,**** *****
Customer Answer
Date: 07/01/2025
Finally received the check today. Thank you for your help
Initial Complaint
Date:06/27/2025
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.
On April 28, I was charged $175 for uninsured motorist bodily injury, property damage and Personal injury protection.I have made it clear I reject this coverage on 3 separate occasions: February 27th, March 19th, and April 25th.I have contacted GEICO to resolve the problem via chat on April 23rd and 24th.Ive also sent the document where I declined this coverage on April 25th.I want to see this coverage removed from my policy immediately and I want this removal of coverage to be backdated to the beginning of my policy on February 27th. Furthermore I want a refund of $175 for the payment that will post on June 28th. I also want reassurance that no further charges for this coverage will be charged to my account.
Business Response
Date: 07/11/2025
Please find our complaint response attached, 23529079
Customer Answer
Date: 07/14/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23529079

I am rejecting this response because:
Unauthorized insurance policy coverage changes are illegal under Texas law. GEICO county mutual insurance company does not have my authorization for the coverages outlined in my complaint. Ive made this clear on three separate occasions. My insurance policy contract does not have these coverages either.
If the company fails to reverse and refund the charges, this would be considered a bad faith action. I reserve the right to forward my complaint to the Texas Attorney General, and the Texas Department of Insurance.
Should GEICO not resolve the problem to my satisfaction, I also reserve the right to recover my damages in a court of law, via arbitration, or any other means I deem appropriate.

Regards,

******* *******
Named Insured
Initial Complaint
Date:06/26/2025
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.
You all illegally refused to apply my bankruptcy so I had to dispute it for months. I call to try and get coverage in ** while enquiring about coverage in another potential state. You all purposely give me a policy in the Wrong state. I call you to confirm i have coverage on a recored call you say I do Not have coverage. Then you send me a bill then saying I do. I call you to tell you I put a STOP payment on the check. On a recorded call you refuse to cancel coverage. Now I owe you money? How this has to be illegal cause it's highly unethical.
Business Response
Date: 07/11/2025
July 11, 2025

Dispute Resolution Team
Better Business Bureau
Consumer Affairs
***********************************
*********** *******;20005-3404

Re:      Complaint ID: ********

Dear ******************** received your correspondence regarding the above-noted complaint number.  Thank you for the opportunity to address the consumers concerns.

On February 10, 2025, Ms. ********* contacted GEICO sales to start a policy that she quoted online.  During this call our sales representative recalled the saved quote and confirmed all the contact information that was on the quote saved, which included address, phone number and email.  During this call Ms. ********* confirmed her address was *********************************************************

The insured made her first payment to start this policy, in the amount of $145.62 with a checking account with THE BANCORP BANK Checking Account ending in 3746.  Unfortunately, ************************ institution returned that payment due to insufficient funds on February 21,2025.  A valid payment is required for GEICO to issue a policy, since the payment requirement was not met the policy was null and void.

On March 14, 2025, Ms. ********* contacted GEICO to get a policy in ***********  On the call we advised we would be able to reissue her policy for her because she had a policy number issued to her within the last six months and that we could update her address for her.  We advised that we could reissue the policy and then update the mailing address.  The reissue associate collected a payment of $149.30 with Ms. ********* ************** Checking Account ending in 1893.  The associate transferred Ms. ********* to be a customer representative to update the address on the policy.  The service representative collected the address from Ms. ************************* advised her address was ********************************************************  The associate advised that the six-month policy rate we could provide in the state of ********** would be $3,064.10. We advised no additional payment was needed to have the policy start March 15, 2025, but the future billing would be prorated to reflect the difference in rate from ******* to ***********

On March 19, 2025, the payment of $149.30 was reversed by ************************ institution due to a stop payment being placed on the payment.  Due to the payment not being honored, a cancellation notice was generated which advised that a payment of $535.48 was due by April 11,2025.
When the payment of $535.48 was not made by April 11, 2025 the automobile policy was cancelled for non-payment.  A notice was mailed on April 14, 2025, to the insured advising the policy was cancelled and there was an outstanding balance of $466.83.

On May 4, 2025, May 25, 2025, and June 15, 2025, GEICO sent Ms. ********* pre-collection notices for the outstanding balance of 466.83.  On the notice it advises Ms. ********** if you obtained other insurance prior to April 11, 2025, to send a copy of the declaration page from her new insurance policy so we may determine if the balance is no longer owed.  We advised to send in the copy of the declarations page by email to ************************************** or fax it to **************.

On June 30, 2025, we sent Ms. ********* an email to upload proof of her new insurance so we could adjust the cancellation date of her GEICO policy if she obtained coverage prior to April 11, 2025.  On July 1, 2025, GEICO received a mailed copy of an insurance application for Special Automobile Insurance.  This is not valid proof of insurance,so we were unable to use this document to update the cancellation date of the policy.

On July 3, 2025, a GEICO representative attempted to contact the producer on the Special Automobile Insurance Application to see if they could provide a copy of the declaration page from your new insurance policy.  There was no one available to take our call so a voicemail was left asking to send in the documentation to our email address **************************************.

In reference to her bankruptcy, we have no record of this balance being something that was addressed in her bankruptcy.  Ms.********* can send in bankruptcy papers to our ****************************** team at ****************************************************** attention to her policy number for review.

To date we have not received the documentation requested from Ms. ************************** received, we would be happy to assist Ms.*********.

We trust this information is sufficient to allow you to close your file.  Please call ************** if you have any further questions.

Sincerely,

GEICO *************************
Customer Answer
Date: 07/14/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23525488

I am rejecting this response because: THEY DECIDED TO LEAVE OUT THE MANY CALLS I'VE MADE. THEY DECIDED TO LEAVE OUT THE DAY I WAS TOLD I DID NOT HAVE INSURANCE WITH GEICO. THEY DECIDED TO LEAVE OUT THE GIRL JUST FRIDAY WHO CALLED ME A LIAR ON A RECORDED CALL BECAUSE SHE FORGOT TO PRESS THE MUTE BUTTON. MY INSURANCE WITH NJ IS STILL INSURANCE. OR PROVIDE TO ME LEGAL DOCUMENTS STATING THE INSURANCE I PROVIDED IS LEGALLY NOT ALLOWED. GEICO IS VERY DISHONEST AND I CAN CLEARLY TELL THIS WILL GO PASS THE BBB BECAUSE SOMEONE DECIDED TO LISTEN TO CERTAIN CALLS BUT NOT MENTION OTHERS. I HAVE PHONE RECORDS GEICO NOBODY FROM GEICO CAN SHOW PROOF THEY CALLED AND I DID NOT PICK UP. HOWEVER I CAN PROVE THE DISRESPECT CALL I RECIEVED FROM "MANAGEMENT" AND WAS HUNG UP FROM. WHERE IS THE CALL FROM THE GIRL I TOLD IM NOT PAYING 3K FOR A POLICY BUT SHE TOLD ME FORFULLY I HAVE NO CHOICE WHICH IS BOTH ILLEGAL AND UNETHICAL. THIS COMPANY IS DEPLORABLE. RESPONDING BUT LEAVING OUT INFORMATION AND OTHER CORRESPONDENCES IS DISGUSTING. I REJECT THE LIES.

Regards,

Kareba *********
Initial Complaint
Date:06/26/2025
Type:Billing 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.
Hello All,Hope all is well.I am Miheui *** who has an issue with ************************* new auto insurance plan started on 5/05/25 and found out they charged $1,449.23 at the wrong card (citi card) so I called and chatted to change the payment on 5/05/25.He told me to dispute the amount at my card company (Citi) so I did it but there was no payment with my new card ****** or amex).so I chatted several times to pay the amount with my new card but the results were the same like it's still under the review by accounting **************** I got a letter from ********* if the dispute was the right or not as Geico kept asking money to Citi card so i chatted 2 times with Geico but they still have the same answer. Accounting team is still reviewing that means they kept asking money to Citi.What can I do to pay the insurance with my new card?Please help me out.Thanks,Miheui ***
Business Response
Date: 07/09/2025
July 9, 2025

Dispute Resolution Team
Better Business Bureau
Consumer Affairs
***********************************
**********,*******; 20005-3404

Re:      Complaint ID: ********

Dear ******************** received your correspondence regarding the above-noted complaint number.  Thank you for the opportunity to address the consumers concerns. We have carefully reviewed our insured's complaint regarding the payment processed with his Master Card ending in 4584.

On April 27, 2025, our insured logged into ************************** and scheduled a one-time payment to process on May 5, 2025, in the amount of $1,449.23 with the Master Card ending in 4584.  On that same day, she also enrolled her **************** Card ending in 1005 in automatic payments for the future.

On May 5, 2025, the payment processed as scheduled in the amount of $1,449.23 with the Master Card ending in 4584. Our insured contacted GEICO via chat and requested for a refund to be processed so she could use a different payment method.  The GEICO representative put in a request for the payment to be refunded to ********************* Services. However, when the request was reviewed, it was denied as it would have put the policy in negative equity.

On June 19, 2025, we received notification that the insured disputed the payment of $1,449.23; however, due to our insured using self-service option to make the payment, the dispute was denied.

It is disconcerting to know that we have caused such concern to a valued member of our GEICO family. Please be assured that this is not indicative of the usual quality service we provide, and the processing delay and failure to process your request will be addressed.

We trust this information is sufficient to allow you to close your file.  Please call ************** if you have any further questions.

Sincerely,

GEICO *************************
Customer Answer
Date: 07/11/2025
[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

Miheui ***
Initial Complaint
Date:06/24/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 6/11 I was charged twice for my car insurance. This is the second time this has happened. They make you auto enroll, and then take two charges. Ive been on the phone with them every day for the past week, they keep giving me the run around and tell me someone will contact me. NO ONE HAS. They keep telling me my second payment was an Echeck or paid on their website and it was not my bank said it was a RETRY. It put me in a financial situation where I could get any food for myself OR my elderly father. Their supervisor ****** tried erasing notes and stuff out of my file after she made things even worse. What they are doing is illegal and I want my money back. Im tired of being nice about it. I also want to end my insurance stuff with them at no charge since they refuse to look into it or give me my money back. They broke our contract and I want out.
Business Response
Date: 07/07/2025
Please find our complaint response attached, 23511008
Initial Complaint
Date:06/23/2025
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.
On 6/14/25, I was out driving during the evening when an engine symbol started to blink nonstop. Because (1) it was about 7-7:30pm, (2) the dealership is over 80 miles away and its service department was already closed at the time & (3) I live in a small city, I decided to slowly drive the car back home as it was 5-10 minutes away. That next morning, I decided to add Roadside Coverage (via the app) to my policy because even though the car is in running condition, it is deemed unsafe to drive. I was told during the chat that coverage could be used after 24 hours, and I could use the service to get the car to Kia.On 6/16/25, I called the roadside phone line to use the service and was told that I couldn't use the coverage because changes in policies now take 7 days before going into effect. Frustrated, I was forwarded to a customer *** who confirmed the ***** wait. So, I waited until the coverage began to try again with getting the car towed. On 6/23/25, I was informed the request to tow the vehicle would not be covered because it is considered a "preexisting issue" with my vehicle. Getting different messages from different individuals and being told to wait (only to not have the ability to tow a disabled vehicle) has been terrible.I was not offered to pay partially for the cost to tow the vehicle, and I don't recall an offer to be reimbursed to do so out of pocket. I cannot take the car to a mechanic because it is a recall-related issue, and having roadside assistance come on that Saturday night only to bring it to my home (because the service center was closed) would have been a complete waste of usage. I decided to cancel the coverage today because I was upset with the entire situation. Too many employees have given me conflicting information. The issue with the vehicle cannot be fixed without being taken to the dealer, and I refuse to drive the car for almost two hours. Through research, it would be dangerous since it is an engine/knock sensor-related problem.
Business Response
Date: 07/08/2025

BBB OF **************************
         AND EASTERN *****************;
********** NW, 10TH FLOOR
******************; 20005-3404
ATTN: DISPUTE RESOLUTION TEAM

ID Number: ********
Re: ***** *****- *****

Dear *** or Madam:

This is in response to your letter dated June 24, 2025, addressed to **** ***** of GEICO.

Our records show that on June 16, 2025, our insured requested a tow for her 2017 Kia ******* through our self-service mobile application. We offered to coordinate the tow at her expense since she had recently added the emergency road service coverage, and any updates will take seven days to be effective.

On June 23, 2025, we received a second request from our insured to tow her 2017 Kia *******. We advised her that this disablement will not be covered since her *** coverage was not in effect at the time of the disablement. We explained that the repairs must be completed, and any future disablements will be covered if the coverage remains on the policy.

After further review, we were able to determine that our insured was advised by our auto service department that she would be allowed to add the *** coverage and have her vehicle towed the following day. Due to the circumstances, we will extend coverage for this disablement. We have provided coaching and follow-up within our departments.
Claims Manager ********* ***** made attempts to contact our insured by phone but received her voicemail. We will continue our efforts to reach her and bring this matter to closure.

If you have any further questions or concerns regarding this issue, please feel free to contact claims manager, ********* *****, at **************.

Sincerely,
Mayssour Assemmar
Senior Director
Customer Answer
Date: 07/08/2025
[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** *****-*****

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