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:07/18/2025

  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.

  I moved to Georgia with my son mid-February. We moved again to my current address. I noticed last month that a Root insurance took out money for a payment and I thought it was my company,****. When I found out it wasn’t them, I contacted root to find out why I was being charged. For a **** ******** ********* I have never owned such a car. They told me to cancel the policy I need to go onto their website, even after telling them I am not affiliated with this. They charged me again, so I had to register an account just to stop it and noticed at that time it was for a total of $1040.64 that I have been charged, for a vehicle I have never owned. And they are only reimbursing me from the date of cancellation $142.49, which I haven’t received either.

  

  Business Response

  Date: 07/21/2025

  ************
  BBB File Number: ********
  Complainant: ****** ****
  Root Property & Casualty Insurance Company
  NAIC #: *****

  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 Complainant has also filed a complaint with the state Department of Insurance. The Company will address the Complainant’s concerns in a response to that complaint.

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

• Initial Complaint

  Date:07/17/2025

  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.

  • Date of the transaction: Between October 2024 and April 30, 2025
  

  
  • The amount of money you paid the business:
  $3,817.52

  
  
  • What the business
  committed to provide you:
  Auto Insurance
  

  
  • What the nature of the
  dispute is:
  R00T Auto used egregiously deceptive practice against me by prohibiting me from making one claim and breaking a claim into more than five claims. This created me having to pay an out-of-pocket deductible six times for a claim that should have been one Claim. R00T Auto then increased the insurance premium from $386 to nearly $900 per month.

  
  
  • Whether or not the business has tried to resolve the problem:
  R00T Auto used email communication and it was difficult to communicate by phone. I made a complaint about R00T preventing my Claim from being just one to more than five as a tactic to get an excessive number of deductibles and to irreparably inflate my auto insurance premiums from me.

  Also, R00T has entered my information into the Georgia DMV as an at-fault driver for a claim of auto damage such as a cracked windshield and scratches on my automobile that I submitted a Claim for repair, as well as an anomaly when an uncommon weather pattern created road hazards in central Georgia which rarely has snow, and so in my last claim I made, as I navigated on a hill with invisible black ice, where three disabled vehicles were overturned, my automobile could not brake, sliding down the hill as several other automobiles had done and flipped over the side embankments, and an extended guardrail from a prior vehicle that had contact, scratched my vehicle rear and R00T has created an insurmountable challenge to obtain competitive insurance due to these adverse reporting tactics.

  

  Business Response

  Date: 07/23/2025

  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 July 21, 2025 to address their concerns.
  
  Unfortunately, we have been unable to resolve the issue with the Complainant.
  
  Yours truly,
  **********
  Supervisor, Compliance Regulations
  Email: ***************************

  Customer Answer

  Date: 07/23/2025

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

• Initial Complaint

  Date:07/16/2025

  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 asking me to pay out of pocket for repairs to my vehicle which was involved in an accident which I was not at fault and Root Insurance is the other driver at faults coverage.

  I have been going back and forth with calls regarding the repairs to my 2016 Infinity QX60 because root is telling me that the body shop I chose for my car is charging too much for the repairs.

  The accident occurred on 5/15/2025 and to this day I do not have my vehicle.

  Root is trying to get me to pay out of pocket for the difference in what they are saying they will not overpay the body shop. the claim # is *************

  

  Business Response

  Date: 07/17/2025

  *********************
  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.

  
  The Complainant has also filed a complaint with the state Department of Insurance. The Company will address the Complainant’s concerns in a response to that complaint.

  
  Yours truly,
  

  
  ***** ******  Compliance Analyst - Consumer Complaints
  ***************************
  ###-###-####

  Customer Answer

  Date: 07/19/2025

  I received a call from the car rental that Root wouldn’t not cover past 7/18/25 and j spoke with ***** from Root insurance which he extended it for the weekend. I need my car as I have a child with special needs they had medical appointments throughout the week. 
  
  
  Regards,
  
  
  
  ******* **********

  

  Business Response

  Date: 07/21/2025

  As advised the Company will address the Complainant's concerns in the DOI complaint that they presented. 

• Initial Complaint

  Date:07/14/2025

  Type:Order 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.

  Formal Complaint Regarding ROOT Insurance Cancellation Policy Policy #C8TKHN

  To Whom It May Concern,

  I am writing to file a formal complaint against ROOT Insurance regarding their cancellation policy and the resulting negative impact on my insurance coverage history.

  On 07/14/2025, I requested cancellation of my ROOT Insurance policy (#C8TKHN) through the companys mobile app after securing a new policy with another provider. I was unaware that ROOT backdates cancellations to the start of the day the request is made, rather than processing it at the end of the day, as is standard practice with most other insurance companies.

  As a result, I now have a lapse in coverage that will remain on my record for the next 3 to 5 years, potentially affecting my insurance rates and eligibility.

  I immediately contacted ROOTs customer service to request reinstatement of the policy through the end of the day but was told this was not possible and was offered no assistance or resolution.This policy is misleading and unfair to consumers. Nowhere during the cancellation process was I clearly informed that the cancellation would be backdated. This lack of transparency has caused significant and unnecessary harm.

  It appears that ROOTs policy may be designed to penalize customers who choose to leave the **********************.

  I respectfully request the Better Business Bureau to review this matter and consider it in their evaluation of ROOT Insurances business practices.

  Thank you for your attention to this matter.

  I am available to provide any additional documentation or information needed.

  

  Business Response

  Date: 07/15/2025

  Response Attached.

  Customer Answer

  Date: 07/15/2025

  [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:07/09/2025

  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.

  I cancelled my policy prior to auto renewal, the business after multiple requests is still trying to pull a $316.00 payment when I cancelled on time. The he agent I was emailing kept saying theres nothing they can do??? What I cancelled? He had the audacity to big bold letter me in the reply like Im the idiot. Nasty work. Now because they refused to stop trying to pull a fraudulent payment I had to cancel my card, report fraud, and now have to wait up to 15 days for a new card.

  

  Business Response

  Date: 07/15/2025

  July 15, 2025

  
  Via BBB Online Portal
  Better Business Bureau
  **************
  ******************

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

  
  BBB File Number: 23576789
  Complainant: Arissa Quest
  Insurance Company: Root Insurance Company
  NAIC #: 10974

  
  Dear Ms. *************************** you for bringing the concerns of Complainant Arissa Quest (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 *************************** reached out to the complainant on July 9, July 11 and July 14, 2025 to address their concerns.

  
  We are still working with the Complainant to resolve their concerns

  
  Yours truly,
  
  ***** ****** | Compliance Analyst - Consumer Complaints
  ***************************************************************************
  **************

  Customer Answer

  Date: 07/15/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23576789
  
  I am rejecting this response because: the business is still trying to charge me and is not offering assistance. Here advising I need to cancel when I already did, theyre being purposely unhelpful: defiant. Requesting information I no longer have and advising I need to reinstate my policy in order to cancel, another tactic to get money. 
  
  Regards,
  
  Arissa Quest

• Initial Complaint

  Date:07/06/2025

  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 signed up for root before a long vacation. Few days in got to a car accident.Filed the claim and all. I only heard from the company the first day which was the initial conversation. After the initial conversation it took weeks to get any kind of response from anyone. They kept telling me they were waiting on information from other party, but the other party was contacting me directly saying that they sent over everything they asked, but yet we still have absolutely no communication from them. 0/10 I would not recommend root to anyone

  

  Business Response

  Date: 07/11/2025

  see attached

• Initial Complaint

  Date:06/24/2025

  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.

  I was the victim in a car accident. The insurance company Root was handling the claim. However, when the case was left to sit and not moving forward, I requested to speak with a member of the upper management or the staff member in charge of the adjusters.

  Until they write a letter releasing the claim back to my insurance my life is literally in limbo and extremely stressful. However, when I requested to speak with upper management I was denied. Instead, I was transferred to some lady named ***** ****** who claimed to be the adjusters supervisor. Mrs. ****** told me she was going to write a letter and send me back to my insurance company releasing the claim. This woman had not offered me a settlement was not on the case and my claim was being stalled.

  Furthermore, the letter that was written was strange and served no purpose. I have been spending hours on the phone trying to resolve this matter to no avail. The Root adjuster team seems to be utilizing unfair business practices and deception. I would simply like a phone call from the Root, ******************** team to discuss my issues of concern as the victim.

  Root has not been very forthcoming or transparent regarding their process.

  I have not received fair treatment as the victim in a case I did not cause and my life is being disrupted and filled with unnecessary hardship.

  Respectfully,

  

  Business Response

  Date: 06/30/2025

  see attached

  Customer Answer

  Date: 07/01/2025

  [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,
  
  Nine Washington

• Initial Complaint

  Date:06/18/2025

  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 May 13th, I experienced significant issues with my vehicle that made it not able to be driven.

  Later on that day, I noticed that someone had broken into my car, and it looked as if it had tried to be stolen. With that, I filed a claim with ROOT Insurance, for vandalism, assuming the damage had been done from attempt of theft.

  It took nearly two weeks before they followed through with the claim, but said that the mechanical damage would not have resulted from vandalism, and the dealership said that it appeared that my car may have struck a pothole underneath that caused thousands of dollars in damages.

  ROOT made me file another claim in order to even get the repairs considered, so unfortunately I had to. It took nearly another two weeks, as they were trying to avoid paying out the claim at all costs. Finally, they approved the claim an entire month later. Once approved, the dealership located more damage underneath my vehicle and informed ROOT of the necessary parts to fix it. ROOT only approved half of the parts, because one part was a new clutch, and they say the wont replace it due to it being a wear and tear item.

  However, the dealership informed them that nothing is actually wrong with the current clutch in my vehicle, but let them know that replacing the transmission without replacing the clutch could cause significant problems for my vehicle in the future. ROOT heard that and still declined to cover the clutch replacement.

  I am a U.S Army Officer PCSing from ******** to ******* in 5 weeks, and still dont have my car back, and am being told that my car may face significant problems due to ROOTs lack of will to cover my repairs to the fullest.

  I was without a car for weeks, and now I have a rental and it is costing me hundreds of dollars per week. What am I to do if my car isnt fixed in time? What am I to do if my car is fixed without the clutch replacement and it breaks down as I am traveling to *******? It is truly inconsiderate and disheartening.

  

  Business Response

  Date: 06/23/2025

  see attached

• Initial Complaint

  Date:06/18/2025

  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.

  My car was vandalized over a month ago. From day 1, root has requested an unreasonable amount of documentation proving new damage vs preexisting damage. I have been more then willing to provide what i can provide, timestamped photos of condition of vehicle at the time it was added to policy. Root has requested that I submit all phone records, txts, and data logs dating back 2 months prior to vandalism. I have provided phone logs to root, however, they accused me of altering them. I have requested what root has asked me to submit and my cell carrier doesn't have the records they have asked for.

  Furthermore, it is an unreasonable request that violates my right to privacy .I have submitted statements that have all coincided with the claim, yet evereytime i ask for an update i am treated as a criminal rather then a client. I pay 800 a month in insurance and the last thing i expected is to be further victimized by my insurance company. The investigator is determined to catch me in a lie rather then prove me telling the truth. Everything that i provided to root regarding condition of vehicle was confirmed by the tow yard, i happened to be there when they called taking photos to substantiate my claim

  

  Business Response

  Date: 06/23/2025

  see attached

• Initial Complaint

  Date:06/09/2025

  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.

  I signed up for auto insurance and cancelled it before it was needed. This horrible agency charged me $50.00 for a product I didn't use or want. Nowhere did they communicate that cancellation would result in a $50.00 charge. I need to see a refund from these thieves.

  

  Business Response

  Date: 06/10/2025

  Thank you for bringing the concerns of Complainant Christopher Davenport (“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 June 10th to address their concerns.
  
  We have reached a resolution.
  
  Yours truly,
  ********* ******