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:06/26/2023

  Type:Customer Service 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.

  It's an insurance company, but no one ever answers the phone or calls back when you have a question for them! Need to find them are more urgent or have questions **************!

  Business Response

  Date: 08/15/2023

  I hope this message finds you well.  I apologize for the late reply. I wanted to personally reach out to address on the complain from a customer. Your feedback is important to us, and I apologize for any inconvenience this may have caused. Our team has been working diligently to address the matter, and pleased to inform you that the issue has been resolved with the customer. At **********************, we strive to provide excellent customer service and assist customers with needs as effectively as possible.  The call was during the weekend may not have been met with the timely response as expected, and I sincerely apologize for any frustration this may have caused. Although the the client was trying to reach the insurance carrier -Progressive insurance as an agent office we assist call for our customers to try and expedite any claims that need to be reported. While we are closed on weekends we encourage our customers to call directly to the insurance carrier toll free numbers that are listed on their cards or provided when we bind the insurance for any claim related issue. We are actively reviewing our procedures to ensure that calls received during non-business hours are handled more efficiently and that you receive the assistance they need, regardless of the day or time. We have taken all necessary steps to ensure that this problem does not recur in the future. I would like to extend my gratitude for your patience and understanding throughout this process. We have provided customers who cannot reach out to the insurance carrier  directly all means to reach out to us by phone, email or text message. 
  Please know that clients feedback is immensely valuable to us, and we are committed to making the necessary adjustments to enhance customers experience with us. If you have any further concerns or if there's anything else you would like to discuss, please don't hesitate to reach out to us directly at ************.
  Thank you for bringing this matter to our attention. We truly appreciate the business and the opportunity to serve our customers. We are dedicated to continually improving our services and ensuring that your interactions with us are as smooth and seamless as possible.

   

  Business Response

  Date: 08/17/2023

  Hello, We received a letter dated 07-29-2023. The case is closed but I submitted a reply on 08/15/2023. Is there anything else we have to do on our part? I can be contacted at ************. Please let me know. Thank you.