ComplaintsforRoot

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase car insurance for my new vehicle December 15, 2023. I had a car accident that presumably totaled my car on January 12, 2024, my car was towed to metro from the scene of the accident .

  I was informed by the insurance company that my car was going to go to Copart after being at Metro towing for an excessive amount of days 16 to be exact and I was told to drop my spare key off take my license plates off and remove any belongings out of the vehicle. I did that immediately it still took my car along time to be towed to copart salvage yard.

  Then route adjuster decided that it wasn’t gonna be total and I need to tell my car taken to an auto body shop. My car still hasn’t been towed from Copart to performance collision. It’s been about going on two weeks I pay for car insurance and they’re asking for more money but they won’t remove the coverage for the vehicle and just let me have a active policy until I figure out what they’re doing because I’d like to get a new car and then get my insurance switched to the new vehicle but they’re really being shady and this is my only recourse

  Please help. My car is severely damaged and it should be totaled out per the tow truck company metro it being taken to salvage at Copart and now it’s taking so long for them to just get it to the auto body shop so that they can break it down and total it .

  My car was brand new 2023 Nissan rogue SV with 7 miles on it when I purchased it.

  

  Business response

  02/29/2024

  February 29, 2024

  
  Via BBB Online Portal
  Better Business Bureau
  1169 Dublin Rd
  Columbus, OH 43215
  Attn: ********* **********

  
  BBB File Number: 21339961
  Complainant: ***** ******
  Insurance Company: Root Insurance Company
  NAIC #: 10974

  
  Dear Ms. **********:

  
  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 February 27, 2024 to address their concerns.

  
  We have reached a resolution.

  
  Yours truly,
  
  ********* ******
  Senior Compliance analyst
  Email:***************************

  Customer response

  03/04/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21339961
  
  I am rejecting this response because: 
  They are lying they did not respond back to me. No one contacted me regarding the matter is at hand so I don’t know what they talking about Nikolaj you guys all they want but they have not contacted me regarding this issue.
  Regards,
  
  ***** ******

• Initial Complaint

  01/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  These people are stalling me! I want my online account deleted! I already submitted the privacy form and delete removed the app and my account is able to be logged into online! They are lying to me! They also lied about "cheap quotes"! That is false advertising!

  

  Business response

  01/31/2024

  January 31, 2024

  
  Via BBB Online Portal
  Better Business Bureau
  1169 Dublin Rd
  Columbus, OH 43215
  Attn: ********* **********

  
  BBB File Number: ********
  Complainant: ********* *******
  Insurance Company: Root Insurance Company
  NAIC #: *****

  
  Dear Ms. **********:

  
  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 today to address their concerns and again provide
  them with a process to meet their request and how it will be completed.

  
  Yours truly,
  ********* ******
  Senior Compliance analyst
  Email: ***************************

  Customer response

  01/31/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 
  Your customer service team is a failure. I already deleted the app and my account is still active! Delete it! They only responded because I filed this BBB complaint! Disgusting!
  Regards,
  
  ********* *******

  

  Business response

  02/13/2024

  February 13, 2024

  
  Via BBB Online Portal
  Better Business Bureau
  1169 Dublin Rd
  Columbus, OH 43215
  Attn: ********* **********

  
  BBB File Number: ********
  Complainant: ********* *******
  Insurance Company: Root Insurance Company
  NAIC #: *****

  
  Dear Ms. **********:

  
  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 looked into the Complainant’s follow up as it relates to the email he received and
  have corrected the issue on the Company’s end.

  
  As it relates to any other data that the Complainant is requesting to be deleted the Company will
  refer him to the email sent to him directly on January 31, 2024 with a clear explanation of what
  can be deleted and how and the Company’s privacy policy.

  
  Yours truly,
  ********* ******
  Senior Compliance analyst
  Email: ***************************

  Customer response

  02/16/2024

  '****** *******' via Dispute Resolution - Shared Inbox <[email protected]>
  Attachments
  12:41 PM (48 minutes ago)
  to [email protected]
  
  I attached the email. The reason why I do not accept Root's response is because I already deleted the app and my account is still active when I log in! They lied about that!

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/07/2023 I had initially started a policy with Root Insurance. I had got in an accident on 12/13/2023. I then filed a claim on that day #********. Then I went to get out of the way of the I 95 Tunnel. For they said a two hour wait for a tow truck yet I only had my back tire flat so I changed it and drove to the 24/7 tire place 10 minutes away from the tunnel.

  I then was told by my insurance company they cancelled my policy and refunded me two days prior to my accident on 01/22/2024. My printout from my bank shows that it was also done in the day of my last claim. I was told I would have a reply for my first claim# ******** regarding the 2448.00$ I paid to get out the dealership I took it to. I was told by Miss ****** (woman from The Hyundai dealership) that my insurance agent told her to take pictures of the vehicle and that she made a new claim. Yet it was still on the claim I posted prior to my vehicle having to be picked up on 12/17/2023 due to it having issues. Yet the issues were still a related incident to the claim # aforesaid mentioned.

  So since I did not see it on my end of the Root insurance app. I posted a claim also in case they were telling lies and getting a made up claim through my vehicle. That claim was made on 12/19/2023 #********. The first agent was ***** *******. The second agent I can’t see. For my app is not allowing me to get in. Thank God I took pictures of the claims.

  Needless to say. I paid to get my vehicle out of the dealership. Under the claim #********. Since this is what was told by me. For the accident that caused the transfer case to be broken was the 12/13/2023 accident.

  I then had another accident on 01/22/2024, #********.

  Which my policy was active due to the agent on the phone telling me it was and He processed the claim and va e me a number that I just now related to you all.

  The bank records show they are lying about my policy. When it was canceled and also never responded in regards to my reimbursement for #********.

  

  Business response

  01/24/2024

  January 24, 2024

  
  Via BBB Online Portal
  Better Business Bureau
  1169 Dublin Rd
  Columbus, OH 43215
  Attn: ********* **********

  
  BBB File Number: ********
  Complainant: ******* ********
  Insurance Company: Root Insurance Company
  NAIC #: *****

  
  Dear Ms. **********:

  
  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 Company has reviewed the
  Complainant’s policy and claims and will not be changing their position on any of them at this
  time.

  
  Yours truly,
  ********* ******
  Senior Compliance analyst
  Email: ***************************

  Customer response

  01/25/2024

  From: ******* ******* <******************>Date: Wed, Jan 24, 2024 at 7:43 PMSubject: Re: ********To: <[email protected]>That was after I couldn’t even get into my application. That’s when I figured they were doing some ******. **** I call it. They got your coordinates locked at all times and know when something is going to happen. Yet we’re going to probably cancel my policy afterwards. I heard it over the phone. Them say to cancel it. Yet since you are not legally allowed to record someone with out there knowledge in the state of Maryland in a court of law wouldn’t stand. So this is the evidence I got. A claim that was processed. Through my agency. When I was on the phone with them for an hour and some minutes. On Wed, Jan 24, 2024 at 7:40 PM ******* ******* <******************> wrote:Also this sorry. On Wed, Jan 24, 2024 at 7:36 PM ******* ******* <******************> wrote:In regarding this incidents, I also will follow for the pain and suffering for my vehicle is not mobile after I processed three claims with my insurance company. Which at the time of calling my policy was active. I will show on the details provided in these screenshots I’ll send. Also my bank statement. I was supposed to be starting my door dashing. I have been missing out on potential money. I also was hurt seen a physical therapist in regards to the first accident I was in. Including this one. For both the accidents I stated to the first physical therapist. I missed today’s wondering how my insurance company. A professional agent that followed my claim for me over the phone from root. If in fact my policy was canceled would have known and stated this to me. Wouldn’t have a tow truck ordered through my policy. I have the call and all I will screen shot. In the next email to you. They would have known my policy was canceled before even putting it in there system and provideding me a claim number. That one being #********.  Actually it will be posted in this email. 

  

  Business response

  01/25/2024

  January 25, 2024

  
  Via BBB Online Portal
  Better Business Bureau
  1169 Dublin Rd
  Columbus, OH 43215
  Attn: ********* **********

  
  BBB File Number: ********
  Complainant: ******* ********
  Insurance Company: Root Insurance Company
  NAIC #: *****

  
  Dear Ms. **********:

  
  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.

  
  As originally stated in our initial reply we cannot share details around the Complainant’s policy
  or Claims in this public forum. The added information provided in this follow-up from the
  Complainant has been shared with the Claims department for review and they will contact the
  Complainant directly once reviewed.

  
  Yours truly,
  ********* Briggs
  Senior Compliance analyst
  Email: ***************************

• Initial Complaint

  01/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I discovered an UNAUTHORIZED CHARGE from this company about 2 weeks ago. I've had no previous relationship with them before this unfortunate event. So far, the interactions I've had with them about this unauthorized charge have only frustrated me more. THIS IS NOT HOW YOU TREAT PEOPLE!

  The representatives that I've dealt with so far don't seem to want to deal with the situation in a prompt, fair, customary, transparent or forthcoming manner which has caused a lot of problems in my life. They send emails and don't respond back. They call from phone numbers where I can return a phone call too. The only phone number availed is a 1-800 number. Everyone I spoke with has only needlessly frustrated the situation more than it needs to be. This is a clear and cut case of fraud.

  According to my records, it happened on 12/26/23. My information was used to create a policy. Whomever (or whatever) completed said transaction and started said policy on a completely different vehicle that I DO NOT OWN. A renters insurance policy was also started. But I don't rent! I am not a "renter"!

  So I need to speak with someone very high in this company. I can't deal with regular customer service people or supervisors who don't seem able to deal with identity theft and fraud.

  

  Business response

  01/23/2024

  January 23, 2024

  
  Via BBB Online Portal
  Better Business Bureau
  1169 Dublin Rd
  Columbus, OH 43215
  Attn: ********* **********

  
  BBB File Number: ********
  Complainant: **** ****
  Insurance Company: Root Insurance Company
  NAIC #: *****

  
  Dear Ms. **********:

  
  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 Complainant’s concern
  surrounds alleged unauthorized credit card usage to pay for an insurance policy. The Company
  recommends the Complainant contact their financial institution to discuss this matter. This is the
  proper method for the Complainant to proceed if they suspect unauthorized usage of their credit
  card.

  
  Yours truly,
  ********* ******
  Senior Compliance analyst
  Email****************************

  Customer response

  01/24/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because:

  i am not your customer. You had the chance to do the right thing. Your customer folks didn't want to deal with me, you're giving the onus to the bank. So they're not taking the situation with any sort of seriousness. How is it my banks responsibility? You want them to intervene but not the Better Business Bureau? This leads me to believe that said company supports fraudulent individuals and not victims. This is very concerning. 

  This should be an open and shut case. You're the ones who are needlessly dragging it out. 

  Additionally, I requested to speak with someone in Root's corporate office. Said company has been non-compliant in every which way you could imagine. 

  
  Regards,
  
  **** ****

  

  Business response

  01/29/2024

  January 29, 2024

  
  Via BBB Online Portal
  Better Business Bureau
  1169 Dublin Rd
  Columbus, OH 43215
  Attn: ********* **********

  
  BBB File Number: ********
  Complainant: **** ****
  Insurance Company: Root Insurance Company
  NAIC #: *****

  
  Dear Ms. **********:

  
  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 amount of refund that the
  Complainant is requesting is in regards to their claim that the initial payment was due to an
  unauthorized credit card usage to pay for an insurance policy. As previously advised the
  Company recommends the Complainant contact their financial institution to discuss this matter.
  This is the proper method for the Complainant to proceed if they suspect unauthorized usage of
  their credit card.

  
  Yours truly,
  ********* ******
  Senior Compliance analyst
  Email:[email protected]

  
  

  Customer response

  01/30/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 

  Root is still failing to acknowledge this situation as fraud and that they're powerless to do something about it. That isn't true. They are most certainly in their preview, means, resources to respond to this in a direct manner. 

  I would like to speak with the president of the company, Mr. **** ****.

  
  Regards,
  
  **** ****

• Initial Complaint

  01/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On December 5, 2023 I was rear ended by a man who was high in Tucson Arizona. His insurance, is Root Insurance. At first, they were super communicative -got me a payout etc. Then, randomly 3 weeks later, I get an email saying they’re going to total my car with 0 explanation. They’re legally obligated to tell me where they’re getting the value of my car and they won’t provide that information. I also pointed out to them that in Arizona, the repair total to meet the threshold for a total loss is 70% of the cars value -which we weren’t at based off their repair estimate. They wouldn’t give an explanation for that either. Ever since they deemed my car a “total loss” they’ve ignored me and my insurance (USAA, I’m an active duty member), and will not provide the information that they’re legally obligated to provide. At this point, I won’t be surprised if this turns into a lawsuit for my insurance since they’re just ignoring the whole thing. This is unacceptable and they need to do what they’re legally obligated to do.

  

  Business response

  01/23/2024

  January 23, 2024

  
  Via BBB Online Portal
  Better Business Bureau
  1169 Dublin Rd
  Columbus, OH 43215
  Attn: ********* **********

  
  BBB File Number: ********
  Complainant: ****** ****
  Insurance Company: Root Insurance Company
  NAIC #: 10974

   

  Dear Ms. **********:

  
  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 Complainant has already filed
  a grievance with the state and the Company will address their concerns in their response to the
  state.

  
  Yours truly,
  ********* ****** Senior Compliance analyst
  Email: ****************************

• Initial Complaint

  01/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  As per usual my payment is due first of the month, autopay kicks in payment is sent, Friday of the same week I checked my account and I see another draft for the same amount! So I quickly call my wife and ask did she make another payment she says no, I call root (who conveniently don’t have their customer service number on the app) and they’re closed. So I call Saturday at 9:04am (because they’re hour are 9am-8pm Mon-Fri and 9am-5pm on the weekends according to the automated message) and the automated message says they’re closed?!? So I called 30 mins later at 9:34am and STILL it says they’re closed!!! now my account is in the negative and I have no one to speak to to resolve this issue.

  

  Business response

  01/11/2024

  January 11, 2024
  Via BBB Online Portal
  Better Business Bureau
  1169 Dublin Rd
  Columbus, OH 43215
  Attn: ********* **********
  BBB File Number: ********
  Complainant: ******* *******
  Insurance Company: Root Insurance Company
  NAIC #: *****
  Dear Ms. **********:
  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 made a phone call attempting to reach out to the complainant on January 10th
  however ended up leaving a voicemail with a follow up email addressing the Company’s position
  on the matter and requesting further clarification and call back.
  Yours truly,
  ********* ******
  Senior Compliance analyst
  Email:***************************

• Initial Complaint

  01/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I got into a car accident on 12/23/23. I provided all the information to the adjuster. Here it is 1/4/24 and I haven’t received a response to my emails or a callback. I have kids to take to school and a job. Why is it so hard to reach back out and advise of the status? It shouldn’t take this long. I will be going back to USAA. Had my car fixed within a week when I was with them. The lack of sympathy from this company is ridiculous. No follow ups nothing. But want us to pay on time. What exactly are we paying for? Why does a claim take this long? Horrible company! I need an answer asap!

  

  Business response

  01/04/2024

  January 4, 2024

  
  Via BBB Online Portal
  Better Business Bureau
  1169 Dublin Rd
  Columbus, OH 43215
  Attn: ********* **********

  
  BBB File Number: ********
  Complainant: ******* *****
  Insurance Company: Root Insurance Company
  NAIC #: *****

  
  Dear Ms. **********:

  
  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.

  
  The Company cannot share specific details in this public forum, however the Claims adjuster
  spoke with the Complainant on December 27th and advised of the process. The Complainant
  just sent a follow up email to the adjuster today, January 4, 2024 a half hour before filing this
  complaint. The adjuster has not had an opportunity to respond however, has been made aware
  of the Complainant’s concern presented.

  
  Yours truly,
  ********* ******
  Senior Compliance analyst
  Email: ***************************
  phone:

• Initial Complaint

  12/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Unprofessional business. Call several times to reach someone in claims no callback. Request policy to be canceled and never canceled. Unable to see any discounts and unable to access account online or on app. Not happy with company.

  

  Business response

  01/02/2024

  January 2, 2024

  
  Via BBB Online Portal
  Better Business Bureau
  1169 Dublin Rd
  Columbus, OH 43215

  
  Attn: ********* **********
  BBB File Number: ********

  
  Complainant: ******* ********
  Redpoint County Mutual Insurance Company
  NAIC #: *****

  
  Dear Ms. **********:

  
  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 has made
  several attempts to reach the complainant however, it does appear that the contact information
  on file, specifically the email address, with the Company is different than provided in the
  complaint. This has been updated in the claim file and will continue attempts to reach the
  complainant via the updated contact information.

  
  This may be what is leading the Complainant to having issues with the app as well.

  
  Yours truly,
  ********* ******
  Senior Compliance Analyst
  Email: ***************************

  Customer response

  01/09/2024

  ******* ******** ** <***********************>
  Sat, Jan 6, 1:50 PM (3 days ago)
  to Better
  
  Requested refund but no response from Root or Elephant insurance company. 
  

  
  

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased SR 22 insurance from this company and they said that they would same day notify the state and file it immediately. I had to call them multiple times and managed to get them to get them to finally get it done after 11 days. Then a couple days later I received a letter of cancellation because of “my drivers test”. I wasnt able to get my license the entire time so I wasn’t able to drive. I had only been passenger in cars. I paid them 417.00 for them to cover me for less than a month. It was only supposed to be 219. This company is the worst company I’ve ever dealt with.

  

  Business response

  12/29/2023

  December 29, 2023

  
  Via BBB Online Portal
  Better Business Bureau
  1169 Dublin Rd
  Columbus, OH 43215

  
  Attn: ********* **********
  BBB File Number: ********
  Complainant: ***** *********
  Insurance Company: Root Insurance Company
  NAIC #: *****

  
  Dear Ms. **********:

  
  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 addressed the Complainant’s concerns in their conversations with her on December
  13th and December 19th.

  
  Yours truly,
  Senior Compliance analyst
  Email: [email protected]

  Customer response

  12/29/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 
  They never gave us a logical response and we never got our money back. We gave them almost 500$ and they only insured us for 2 weeks 
  Regards,
  
  ***** *********

• Initial Complaint

  12/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I got into a accident on November 20 2023 , I have yet to hear anything from any root insurance adjuster, there driver ran a red light and totaled my car and now I can even get a rental car 1 month later I’m jobless, fixing to be homeless because I have no way to get back and forth to work and they think this is acceptable!!! They think this is a good insurance company ? I got injured in this wreck, lost my job , lost my car ,fixing to lose my home and can’t even get a conversation with a actual person!! What else do I have to lose because of there responsible driver ?

*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. ↩