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:04/16/2025

  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.

  We were involved in an accident with someone insured with Root. The other driver was ticketed for failure to yield right of way at a roundabout. We were already in the roundabout so when they hit us, they were basically coming from slightly behind us, to our right. They approached us much faster than we were driving so impact was them hitting us with their back, drivers side door.

  We cannot make this company understand that we could have, in no way, known they were going to hit us yet theyre saying were 30% responsible for this accident which totaled our car.

  Because of this, we cant even replace the vehicle without adding quite a bit of our own money. We are seniors on a fixed income who were the innocent victims here, just trying to go home after being out enjoying a birthday dinner.

  All were asking for is that 100% be paid to us, not this 70% bs. We did not hit them, they 100% hit us. We did not receive any citation in this accident. The other driver actually said in the accident report that they saw us but continued on anyway. How is that 30% my fault?

  

  Business Response

  Date: 04/17/2025

  April 17, 2025

  
  Via BBB Online Portal

  
  Better Business Bureau
  **********************************************************

  
  Attn: ********* **********

  
  BBB File Number: 23214880

  
  Complainant: ***** ********
  Insurance Company: Root Property and Casualty Insurance Company
  NAIC #: 24503

  
  Dear Ms. *************************** you for bringing the concerns of Complainant ***** ******** (Complainant) to our attention. Root Insurance Company (Root or the Company) appreciates the opportunity to review this matter.

  
  The Complainant has also filed a complaint with the state Department of Insurance and the Company provided a response on April 15 to the Complainants concerns.

  
  Yours truly,
  
  ********* ******
  Supervisor, Compliance Regulations
  Email: ***************************************************************************

  Customer Answer

  Date: 04/17/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23214880
  
  I am rejecting this response because:  
  No matter how many times they explain why they are not paying us 100% of the claim, it's never fair because we've explained numerous times that this wasn't an accident at a square intersection so the point of impact doesn't prove any liability on our part. We had absolutely no way to know that someone would fail to yield, then hit us even tho we had complete right of way. 
  Regards,
  
  ***** ********

• Initial Complaint

  Date:04/11/2025

  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.

  Through the app i was told i could cancel my policy if i did not like the updated price. I canceled my policy through the app a week before my new payment was due and the next month of insurance was to start. The app allowed me to set a cancelation date and i got charged on the day it was supposed to be canecelled. They stated they would only give me a partial refund.

  

  Business Response

  Date: 04/15/2025

  Thank you for bringing the concerns of Complainant ***** **** (“Complainant”) to our
  attention. Root Insurance Company (“Root” or “the Company”) appreciates the opportunity to
  review this matter.
  
  We cannot share specific details in this public forum, however the Customer Service department
  reached out to the complainant on April 15, 2025 to address their concerns.
  
  We believe we have reached a resolution.
  
  Yours truly,

• Initial Complaint

  Date:04/09/2025

  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.

  I totaled my Truck on January 9th, not my fault. Root called immediately I thought this was going to be great. Ive never made an insurance claim in my life at almost 30 years old. Nope they bring in their 3rd party COPART Title express.

  Both businesses refused to call my bank and created me into a middle man to basically do their jobs for them.

  During this time I missed a truck payment because I had already got a new car. Which in turn affected me credit score and ruined my perfect payment history which I am disputing.

  All in all it took over 3 months for them to complete a simple process of obtaining a payoff for my lender after a settlement had already been accepted. I could not recommend more that if anyone thinks about going to Root they look anywhere else.

  

  Business Response

  Date: 04/11/2025

  see attached

• Initial Complaint

  Date:04/07/2025

  Type:Customer Service 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 March 15, 2025 at approximately 04:00 am, I had a car accident. I filed a claim on 16 March 2025. Fast forward to now. My claim coverage was approved on March 26, 2025. An estimate was the next step that shouldve been initiated on March 27, 2025. Its approaching one month later with no resolve. The insurance adjuster has been very helpful, but its time to get this resolved.

  

  Business Response

  Date: 04/09/2025

  See Attached

  Customer Answer

  Date: 04/09/2025

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:03/30/2025

  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.

  Root insurance is denying the rental coverage after my vehicle was involved in a motor vehicle accident that was not my fault. They also took my truck to a Copart storage facility without my permission. While at the ****** facility my truck was damaged and items were stolen from my vehicle. The issues have not been resolved.

  

  Business Response

  Date: 03/31/2025

  Hello -

  Attached you will find our company response. 

  Thank you,

  ******

  Customer Answer

  Date: 03/31/2025

  The rental coverage should be extended because the policy has no rental limits on it. According to Enterprise rental customer service.

  Customer Answer

  Date: 03/31/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23135117
  
  I am rejecting this response because: The rental coverage should be extended because the policy has no rental limits on it. According to Enterprise rental customer service.
  
  Regards,
  
  ******* **********

• Initial Complaint

  Date:03/29/2025

  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.

  My root policy number is DK36H6. Name on the policy is ******* ******** . My policy should have been cancelled effective December 1 ***** however I was billed for the month of December , January and February . I emailed customer service to backdate my ********************** effective date 12/1/2024 and refund me for three months, however I am getting the runaround .

  

  Business Response

  Date: 04/04/2025

  see attached

• Initial Complaint

  Date:03/28/2025

  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 11/16/2024 My husband and my 9 year old daughter were in a car accident. Sadly my daughter did not survive.

  In the beginning the insurance lady from root told me that everything would be taken care of. Halfway through she then decided to tell me that I did not have collision on my car that had switched it to my husband's run down mazda. Which I know (****) well I would never do because my car was financed and worth $32,000 and the mazda is valued at $3,000 and if I wouldn't of had collision then would've come and repo my car.

  So my GAP in.

  Then I was told that because I was the policy holder and she was my daughter that she wasn't covered,, even though I wasn't the driver or at the aaccident.

  My car is completely totaled and there is no hope of fixing it, and now I'm stuck with $30,00 debt and my.car and I'll have to pay the remainder os my car.

  

  Business Response

  Date: 04/01/2025

  **************
  Thank you for bringing the concerns of Complainant ******** ******** (“Complainant”) to our attention. Root Insurance Company (“Root” or “the Company”) appreciates the opportunity to review this matter.
  We cannot share specific details in this public forum, however the Claims department reached out to the complainant on March 31, 2025 to address their concerns. Unfortunately, we will be unable to resolve the issue with the Complainant.

  
  Yours truly,
  
  ********* ******
  Supervisor, Compliance Regulations
  Email: ***************************

  Customer Answer

  Date: 04/11/2025

  For 1 It's completely bullshit. If I never had full coverage then my finance company would've repowed my car from the start. They wouldn't have let me go almost a year without full.coverage. For 2.. When the claim adjuster contacted me she stated that I removed full coverage from my Nissan and transferred it to my Mazda which is also bull shit. They can't get their stories straight. And by reading through the complaints on this company I'm not the only one they've tried to screw over.. They're a fraud and a scam.. 
  
  Regards,
  
  ******** ********

• Initial Complaint

  Date:03/22/2025

  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.

  I have had my ford f150 in the ford dealership for over 3 weeks now with no decision to my claim. I filed a claim at the end of February with Root, and they went through a lengthy process of asking for every detail of my past services, contacts for the dealerships my truck has been in, part estimates, pictures, etc. I did everything they asked for.

  On my end it says I provided everything they need, an appraiser should contact me to verify with the dealership on the damages. I have not received a phone call, it’s about to be a month since I have had my vehicle in the shop and they have proof of everything! I’ve emailed and called and left voicemails, and got nothing answer from my claim expert.

  I had called my claim expert, she did not pick up nor respond to my emails this past Thursday, I then called the customer service number, which he then connected me to her! I was so upset and frustrated that it takes me having to call in that fashion, if you know I’m calling to see what’s going on with my claim! They stated that they were going to call the dealership that my truck is at and they never did!

  The manager at the dealership ship was keeping up with me through text asking me “what’s the word?” And he told me on Wednesday that “Your insurance has not sent anyone to check the damages nor have they even given me a call”. This is what led me to call them on Thursday.

  I have email receipts of me emailing them with no responses and phone calls with no returns. They keep saying, they’re investigating. I have a life, a family, I am a full time student and need my vehicle.

  I pay for insurance! Why am I paying insurance to be covered and feel safe, but when I file a claim, they insurance doesn’t do their job? They have all of the proof, I’m not finessing them, so why am I not taken care of?

  

  Business Response

  Date: 03/25/2025

  Thank you for bringing the concerns of Complainant ********* ******** (“Complainant”) to our
  attention. Root Insurance Company (“Root” or “the Company”) appreciates the opportunity to
  review this matter.
  
  We cannot share specific details in this public forum, however the claims department reached
  out to the complainant on March 24, 2025 to address their concerns.
  
  We are still working with the Complainant to resolve their concerns
  
  Yours truly,
  
  Supervisor, Compliance Regulations
  ***************************

• Initial Complaint

  Date:03/20/2025

  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.

  On December 24th 2024. My vehicle was involved in an accident resulting in the car being deemed a total loss. I have been trying to contact this company for the past month to get an update on my account to no avail. The adjuster does not respond to emails nor answer phone calls, the supervisors/managers are never available and does not return phone calls as reported and the actual adjusters who does answer the phone cannot do anything about my claim.

  I have since had to purchase another vehicle and is now having to make two car note payments and one is for a car I am not able to use. They have taken possession of the car and is not making the payment to the loan company as promised. This is causing significant financial strain due to Roots negligence.

  

  Business Response

  Date: 03/24/2025

  see attached

• Initial Complaint

  Date:03/18/2025

  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.

  Accidentally applied for an ***22 and it made my insurance go up. Send in a request to reverse the ***22 with an ***26 and to get a refund but none of that happened after messaging customer support for weeks.Please take the ***22 off my account and refund me increase I paid due to that.

  

  Business Response

  Date: 03/21/2025

  see attached