Business Profile

Insurance Companies

Nationwide

Complaints

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

Customer Complaints Summary

193 total complaints in the last 3 years.
36 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:07/15/2025
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.
During a rainy day June 3, 2025, we discovered water damage in our basement, water actually running from the ceiling of the basement down the wall. Called Nationwide about this and was immediately told they do not cover foundation issues. This was not a foundation issue. Was unable to contact representative to come out to even look at structure so then notified superior. Representative came to our home June 12, 2025 and viewed damage. Upon leaving our home, case was closed same day 6/12/2025. We have not received a letter, an email, on why this was closed.
Customer Answer
Date: 07/17/2025
Upon filing the claim on the first day, the representative did not even want to come out to our home. We were told, Your policy doesnt cover foundation issues. Explained several times that this is not a foundation issue, we have discovered water coming from the top of the wall when rain occurs. It took at least 10 days for someone to come and look. Upon the representative arriving, he still told us that he did not know how long this had been happening and it is possible this would not be covered. This has never happened prior to this because we have been here years and never had water in our basement.
Customer Answer
Date: 07/17/2025
From: Joint Acct <***********************************************************>
Date: Thu, Jul 17, 2025 at 10:00 AM
Subject: Dispute form
To: <**********************************************************************************************>

Business Response
Date: 07/18/2025
Dear ********* **********,
Thank you for your correspondence. I have attached our response for your review.
Initial Complaint
Date:07/03/2025
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.
Nationwide Insurance charged me a fee after they attempted to debit my expired debit card for an auto-payment. When I first contacted customer service, I was told the fee was imposed by my bank due to insufficient funds. I followed up with a supervisor, who acknowledged that this was incorrect — the fee was actually imposed by Nationwide itself, not my bank.

I requested written confirmation explaining the true nature of the fee and a written acknowledgment that I had been misinformed. The supervisor refused to provide either.
I was also told that my original auto-pay agreement was “archived” and could not be provided. They were only able to give me a newer version dated June 30, 2025 — after the fee had already occurred. That version contains vague language that allows for a fee “if our debit request is declined,” but it doesn’t define whether an expired card qualifies, nor does it disclose the fee amount.

Due to the inability to obtain documentation of the original terms in effect at the time, the vague nature of the fee policy, and the fact that I was given incorrect information initially, I believe this fee should not be enforced. I also believe Nationwide should offer a written record of any fee disputes or customer interactions involving financial penalties.
Business Response
Date: 07/18/2025
*********************

BBB Complaint #: ******** Complainant Name: **** *****
Policy #: *********** Company Name: Nationwide General Insurance Company OCR Ref #: *******

************

Thank you for the opportunity to address the concerns from Mr. ***** regarding his Nationwide Auto policy.

Mr. ***** has been enrolled in automatic payments, either through a bank account or credit card, since the policy was incepted in March 2021.

Enclosed with our response is a copy of the recurring credit card confirmation notice that was issued to Mr. ***** on May 4, 2021, when he first enrolled in automatic credit card payments. On page two, it states “you may be charged a return item fee if your payment is returned by your bank; if the fee isn’t paid, your policy may be cancelled”.

Further, this same information is included in the policy contract, Recurring EFT Authorization, and Recurring Bank Card Authorization. Specifically, in the Bank Card Authorization, it states “If your payment is declined by your bank, an additional fee will automatically be charged to your account; failure to pay this additional fee may result in your policy being cancelled.” This agreement would have been electronically acknowledged by Mr. *****, on February 17, 2025, which was when he enrolled the Visa card ending in **** in automatic payments.

Mr. ***** contacted our company on June 30, 2025 regarding this fee. Within this call, both Mr. ***** and the representative referred to the fee as an insufficient funds fee; however, the $30.00 fee was a returned item fee due to the transaction not being allowed. We regret the miscommunication that occurred during this call; however, we also confirmed that later that day, Mr. ***** was correctly informed of the returned item fee reason.

In summary, Mr. *****’s June 28, 2025 draft attempt was declined by the financial institution due to the transaction not being allowed, and a $30.00 returned item fee was assessed in line with the terms and conditions of enrolling in automatic payments. Respectfully, our company is unable to waive this fee.

If there are attached documents, they may include the redaction of personal and private information that is not relevant to the complaint. If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, ******* ***** at ###-###-#### or by email at ***********************

Sincerely,
****** *****
Specialist, Regulatory Solutions
**************
Customer Answer
Date: 07/18/2025
***************

Nationwide’s submission fails to address the fundamental legal and contractual defects in their assessment of the $30 fee:

Misclassification of an expired-card decline as a “returned item.” An expired debit card triggers an upfront authorization refusal, not an ACH return, and therefore cannot lawfully incur a “return item fee” under their own policy language or card-network rules.
Violation of Regulation E’s fee-disclosure requirements. Their May 4, 2021 confirmation notice warns of a “return item fee” but omits any dollar amount, denying me the clear, upfront disclosure required by 12 C.F.R. § 205.7 and rendering the fee unenforceable.
Failure to produce the governing agreement. Although Nationwide claims I acknowledged a February 17, 2025 plan for the card ending in 9723, they have not provided that agreement, in direct contravention of contract-law principles (contra proferentem).
Breach of UCC 4A-203(b) and industry standards. By attempting to debit an expired card without verifying its validity (ISO 8583 DE14) and then imposing a penalty, Nationwide improperly shifted the risk of the failed transaction onto me.

Because Nationwide has neither justified the fee under its own terms nor complied with federal EFT regulations and UCC requirements—and has refused to supply the documentation necessary to validate their claim—I respectfully reject their response and request that the BBB direct Nationwide to grant the relief outlined in my original complaint.

Regards,

**** *****
Initial Complaint
Date:06/10/2025
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.
Nationwide has failed to provide full coverage for damages to the roof. Attempts to resolve this matter have failed.
Customer Answer
Date: 06/16/2025
From: Navid *** <****************************>
Date: Mon, Jun 16, 2025 at 1:39 PM
Subject: Complaint ID: ********
To: <**********************************************************************************************>
Cc: Navid *** <****************************>

Please see attached PDF file:

To: Nationwide

Complaint ID number: ********

I authorize:

1. The business or professional named above to release to the Better Business Bureau (BBB) any records or information related to the complaint I filed with the BBB so that the BBB, at my request, may assist in the resolution of my complaint;

2. The BBB to use or disclose any records or information related to my complaint to the business or professional named above the extent necessary to assist in the resolution of my complaint; and I understand that:

3. I may revoke this authorization by giving written notice to the BBB;

4. If I revoke this authorization, then the BBB will no longer be able to proceed with its efforts to assist me in resolving my complaint;

5. The authorization to disclose or use my information for non-research purposes expires upon closing of my complaint;

6. A photocopy of facsimile of this authorization will be valid.

***** *********-*** 06/16/2025 .

Signature & Date

***** *********-***_____________________________

Printed Name

_____________________________________________________________Relationship (If the person signing the release is not the complainant, please state the relationship to the complainant.)

PLEASE NOTE: All complainants 18 years or older must sign this authorization, unless they have a guardian, personal representative or are incapacitated. If so, the signer must submit written proof of his/her authority to act for the complainant. A parent or guardian must sign on behalf of a minor, except for an emancipated minor or where law allows a person under 18 to consent to health care treatment without the consent of a parent or guardian.

Business Response
Date: 06/18/2025
Good morning,
Please find attached our response to Mr. ***** complaint.
Thank you,
*********
Initial Complaint
Date:06/03/2025
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 ****** *** learned on May 15, 2025 that my Nationwide Automobile policy was cancelled on May 03, 2025. I agreed for document preferences to be postal and e-mail. Nationwides letter stated they will not renew my policy for the reasons: Nationwide claim# ******-GP-1 on 11/06,2023 and claim# ******-GQ-1 on 11/07/2024, both at fault. I didnt initiate claim# ******-GP 11/06/2023:
I question the thoroughness of the investigations of these accidents and collision estimates. I was straightening and backing my car into a bank's parking lot two way single lane when vehicle 2 bumped my vehicle on the corner of the bumper area. My vehicle beeps loud even when a human is in close proximity while in motion. Nationwide states a $3,777.13 payout for scratches on claim# ******-GP. I was not at fault of this accident. Claim# ******-GQ 11/07/2024: I was into the left turn, vehicle 2 was at a distance then speeded up to pass before I completed the turn. The vehicle was previously damaged at the drivers side and the passengers side.
While I was talking with a Nationwide representative, the driver of vehicle 2 and I acknowledged that we were not injured. ***** E ****** filed USAA claim# *********-805 on 11/07/2024. I expected a Nationwide adjuster to assess the damage to both vehicles and determine who was at fault. A thorough investigation is needed. Numerous pictures of both vehicles were sent. I didnt get the response and updates expected of Nationwide regarding this accident.
Additionally, there is a claim on my record dated 04/10/25 for a tow. I had a tire inflated, not a tow. Collision Estimates claim# ******-GQ: The ******** payout need auditing and corrected. There seems to be an overlap on "unrelated Prior Damages". Inaccurate fault, pay-out and claim information on ***************** Loss Underwriting Exchange (C.L.U.E.) that is being used to crank out auto insurance quotes is affecting my ability to get my 2022 ***** passport insured reasonably.
Customer Answer
Date: 06/09/2025
From: ****** *** <**************************>
Date: Fri, Jun 6, 2025 at 8:20 PM
Subject: Fw: Emailing BBB Nationwide .pdf
To: ******************************************************** <********************************************************>

Sent from AT&T Yahoo Mail on Android

Customer Answer
Date: 06/09/2025
Accident on November 6 , 2023: The above photo shows the scratch on vehicle one, ****** 2022 Passport).
Business Response
Date: 06/12/2025
June 12, 2025
********* **********
Dispute Resolution Team
Better Business Bureau Serving ************
*****************************************************************************

BBB Complaint #: ******** Complainant Name: ****** ***
Policy #: 6139V002615
Coverage Type: Auto Claim #: 199158-GP and 140086-GQ Company Name: Nationwide Mutual Insurance Company OCR Ref #: 3654527

Dear ********* **********:

We are in receipt of your correspondence regarding the above noted file for Ms. **** We appreciate the opportunity to review and address her concerns.
199158-GP Date of loss: 11/6/2023

Nationwide received notification of this claim on November 6, 2023. Following a liability investigation, which included statements from both parties, Ms. *** was found at fault for the loss. Nationwide accepted liability and facilitated repairs of the damage to the third-party vehicle at GP1 Collision of Columbia. Nationwides responsibility is to restore vehicles to their pre-loss condition. Included in the property damage payment was the cost of the rental vehicle, which was provided to the third-party while their vehicle repairs were underway. The total cost of the vehicle repairs and rental combined was $3,777.13. We are not able to adjust or amend the liability decision or payments issued. Additionally, Ms. *** was notified of the liability decision at the time of the claim handling.

140086-GQ Date of loss: 11/7/2024
Nationwide received notification of this claim on November 7, 2024. Following a liability investigation, which included statements from both parties and review of a police report, which indicated Ms. *** failed to yield right of way, Nationwide accepted liability for this loss.

Regarding the unrelated prior damage, Ms. *** was involved in another accident on 10/1/2024, where her vehicle sustained damage to the right front bumper. Ms. *** was not at fault for that accident and Nationwide issued payment for the damage. Regarding the November 2024 loss, the estimate for her vehicle damage totaled $5,165.44. A payment of $938.52 was issued to Enterprise for the rental vehicle Ms. *** utilized while her vehicle was under repairs. *** ****** Collision was aware of both losses and estimated the damage accordingly.

Nationwide underwriting guidelines allow for any driver on an automobile policy to have one paid at-fault accident within a three-year experience period. As Ms. *** has had two paid at-fault accidents within a three-year experience period, November 6, 2023 and November 7, 2024; therefore, she is no longer eligible for coverage under Nationwides automobile policy program. The policy was set to non-renew effective May 3, 2025. As the non-renewal date of the policy has already passed, and Ms. **** loss history is no longer eligible for our program, we are unable to offer to retain her policy.

Claim 428120-GQ from April 10, 2025, was filed under Ms. **** Roadside Assistance (***) coverage and includes coverage for towing and labor services. It is not uncommon for the notice of loss to simply indicate Tow. The *** claim was not a factor of the non-renewal.

We understand this is not the outcome Ms. *** was hoping for. We take customer service very seriously and appreciate having had the opportunity to review her concerns.

If there are attached documents, they may include the redaction of personal and private information that is not relevant to the complaint. If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, ******* ***** at ************ or by email at *************************************************************

Sincerely,
**** ***********
**** ***********
Specialist, ********************
Customer Answer
Date: 06/13/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23413779

I am rejecting this response because:
I was not informed by an adjuster nor claims agent of the any details of accident reports or analysis. I was referred to my account online. Only a progress report, nothing else. I vehemently disagree with the claim that nationwide did any investigation on claim# ******-GP-1. which I did not file the claim. At this point I need copies of Nationwide adjusters reports, photos and estimates for claims ******-GP-1 11/06/2023 and 140086-GQ-1 11/07/ 2024. The errors that Nationwide reported to the database used by insurance agencies is causing me grief at paying $849.00 a month for automobile insurance coverage.
Regards,

****** ***
Business Response
Date: 06/23/2025
June 23, 2025
********* **********
Dispute Resolution Team
Better Business Bureau Serving ************
*****************************************************************************

BBB Complaint #: ******** Complainant Name: ****** ***
Policy #: 6139V002615
Coverage Type: September 25, 2008 Claim #: 199158-GP and 140086-GQ Company Name: Nationwide Mutual Insurance Company OCR Ref #: 3654527

Dear ********* **********:

We are in receipt of the additional correspondence and the rejection received from *** *** on June 16th.

Regarding claim number 199158-GP with a date of loss of November 6, 2023, we respectfully disagree with *** **** allegation that she was not informed by an adjuster nor claims agent any of the details of the accident reports or analysis. The adjuster, ****** *****, spoke with *** *** on November 21, 2023. The two had an 8-minute-long conversation. During the conversation, ****** advised *** *** that the bank did not have a camera on the side of the parking lot where the accident occurred. ****** went on to explain that *** *** was found at fault for the accident after she secured statements from both parties and reviewed the points of impact on both vehicles. *** **** vehicle was damaged at the front, near the headlight, while the other vehicle was damaged on the drivers side door.

*** *** advised that was interesting and went on to state, right exactly, okay, yeah, that makes senseyeah, she didnt realize I wasnt quite finished maneuvering. *** *** went on to thank the adjuster for investigating and commented that our investigation was quick compared to most companies.

The adjuster and *** *** also discussed her repairs. She advised she initially was set up with *** ******, which was formerly D*** *****, but she switched to ***************** because *** ****** had some really bad reviews.

Regarding claim number 140086-GQ with a date of loss November 7, 2024, the adjuster emailed *** *** on November 12, 2024, and advised that Nationwide accepted liability for the accident she was involved in. The adjuster also advised that the other driver received medical treatment, and we would handle their bodily injury claim as well. As previously mentioned, the police report listed *** *** at fault. We have included a copy of the police report with this response, as well as a copy of the email sent to *** *** by the adjuster. Aside from estimates on *** **** vehicle, which she would have received from the body shop, we are not able to provide *** *** with any of the other documents she requested as that is part of our claim file, which is considered Nationwide work product.

If there are attached documents, they may include the redaction of personal and private information that is not relevant to the complaint. If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, ******* ***** at ************ or by email at ************************************************************.

Sincerely,

**** ***********
Specialist, Regulatory Solutions
Enclosures
Customer Answer
Date: 06/27/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23413779

I am rejecting this response because:
Regarding claim number 199158-GP with a date of loss November 6, 2023: I respectfully disagree with Nationwide that ****** ***** did her due diligence in investigating claim number 199158-GP as an auto accident insurance adjuster. I was not informed in conversation with ****** ***** of any evidence nor assessment of damages to my vehicle nor to the other vehicle as it relates to the site and infrastructure of the location. I mentioned first the possibility of getting camera footage from ************* which was the location of the accident and ******************* which is located across the parking lot from the bank. Ms. ***** did state that the bank did not have a camera focused on the parking area of the accident. There is an entry to the bank from that parking area. Im awed. Both cars had scratch damages to front end. My vehicle was scratched at the front as said and the other vehicle was scratched at the front about seven to thirteen inches from the headlights. Not at the drivers door. I was backing in, parking, maneuvering my vehicle. Listen to the recording where I made an attempt to explain both vehicle position at bump.

Regarding repair of claim number 199158-GP with date off loss November 6, 2023: I did not file this claim. I did not ***** the claim for repair. I take responsibility for the poor judgement I made of the other party at the time of the accident. I got out of my vehicle with ID and ********************** information in case it was needed. The other party exited their vehicle with a child we both inspected our vehicles, I handed her my information and waited for hers, she said her husband was in insurance and about that time he called. We both acknowledged that we had scratches. He stated, Im in insurance and that h*** take care of it, that I didnt have to do anything. I took that to mean that the cost of repair would be less than their deductible. I didnt think my vehicle repair would cost more than my five hundred dollars deductible. It is common to not get insurance involved with minor damages. The white paint from the other partys vehicle washed off pearl blue ***** in a car wash and the thin four inch crack filled with what appeared to be wax. The damage was not visible anymore. I read them wrong.
****** ***** was encouraging about repairing my 2022 ***** Passport. Sine the other filed claim number 199158-GP I did get an estimate from Caliber Collision, however, just an estimate. The damage was too minor. I dont see any evidence that Ms. ***** investigated and evaluated this claim on my, your policy holder to the best of what should have been her ability. The $3,777.13 plus the unrelated charges of $2,824.75 added to Claim number 140086-GQ-1 for Claim number 199158-GP Nationwide paid out proves there was no comprehensive investigation, evaluation nor estimate completed in this case.

Regarding claim number 140086-GQ with a date of loss November 7, 2024: I agree that I was at fault for the left turn technically. I received a letter from ******************************************* on December 02, 2024 regarding Policy holder ***** E ****** for claim number 015825096-805 date of loss November 07, 2024. The letter stated We havent been able to contact you regarding the following accident and need additional information to conclude our investigation. I called Nationwide to confirm that only one person one driver filed for medical treatment. The trooper said I was technically at fault. A pay out of $6,103.96 solely for claim number 140086-GQ is an error.

The Comprehensive Loss Underwriting Exchange (C.L.U.E): The Nationwide has reported in this database need adjusting. I just paid Progressive Automobile Insurance another eight hundred forty two dollars eighty cents ($842.80) for June 20 2025 to July 20, 2025, one month. I paid $849.00 for coverage May 20th 2025 to June 20th. I dont drive in a way to justify paying over $800.00 a month for automobile insurance. I didnt abuse my privilege with Nationwide to deserve unsuitable ending.

Sincerely,
****** ***

Regards,

****** ***
Initial Complaint
Date:05/23/2025
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 been a Nationwide home and auto customer for 20 years.
In March, I needed a new roof due to hail and wind damage. I had 5 roofers out all saying the same thing, hail and wind damage. 2 of the roofers sent photos to the agent, Mr. ****. An engineer came out and made a report, which I have not seen. He sent the report to Mr.**** in claims.
I spoke to 2 agents, **** ****** and ***** ****. I have been told for several weeks by Mr. **** that he is still looking over the engineer's report.
Nationwide issued me a check for $160.59! which I sent to the Insurance Commissioner of Mississippi.
Nationwide keeps dragging this out, not wanting to pay. I have contacted an attorney, hoping that would help my claim. The purpose of insurance is to use it when needed. I am 75 years old and should not have to go through this after being a customer and maybe using Home 1 time.
Business Response
Date: 05/30/2025
*****************
Thank you for your recent inquiry regarding the above-referenced claim filed by Ms. Glenda *******. We appreciate the opportunity to respond to her concerns and provide additional context regarding the handling of her claim. At Nationwide, we value our policyholders and take pride in delivering fair and thorough claims service. We especially recognize and appreciate Ms. *******’s loyalty as a customer of over 20 years and understand the frustration she has expressed throughout this process.

This claim was filed under a Mississippi Homeowners policy underwritten by Nationwide General Insurance Company (Nationwide). The reported date of loss was March 16, 2025, and the claim was initiated the same day under claim number *********. Ms. ******* reported hail and wind damage to her roof following a storm event. She also noted water stains in her bedroom as a result. In response, we promptly initiated an investigation, which included multiple site inspections and ultimately a third-party engineering evaluation by EFI Global. The decision to engage an engineering firm was made due to conflicting assessments from various contractors regarding the extent and cause of the damage.

The initial inspection noted one windstorm-damaged shingle which had caused interior damage to the bedroom ceiling. It was determined that a repair was warranted. No hail damage was identified to the roof itself; however, there was hail damage to the gutters and rain cap. Ms. ******* disagreed with the decision, as she had two roofers inspect the roof, both of whom confirmed hail damage. She requested that the claims associate speak with one of those contractors and asked for a reinspection by a different inspector.

The claims associate spoke with Ms. *******’s contractor, who advised that the roof was damaged by hail, with punctures in the shingles due to impact. He indicated he would submit photos for review. A reinspection was set up with a different inspector. The reinspection identified two additional shingles with wind damage. There was no additional damage identified on the exterior elevation, and no hail-related damage was found. The roof surface exhibited significant granule loss and blistering.

The claims associate contacted Ms. ******* to review the findings of the second inspection. She expressed concern about not receiving approval for a full roof replacement, especially given her long-standing policy and the opinions of multiple contractors. The associate explained that due to inconsistencies in the submitted photos and inspection findings, Nationwide would proceed with an engineering evaluation to ensure a fair and accurate assessment.
The engineering inspection was completed by EFI Global. Their report concluded that the asphalt shingles on Ms. *******’s roof did not sustain functional damage from hail. While minor cosmetic hail impacts were observed on metal components such as gutters, downspouts, and roof vents, these impacts did not impair the functionality of those components. The report further noted that the granule loss observed on the shingles was consistent with natural aging and inadequate attic ventilation, rather than storm-related damage. Based on these findings and the terms and conditions of Ms. *******’s policy, coverage was extended for the cosmetic damage to the metal components. This resulted in a payment of $160.59, which reflected the covered damage after application of the policy’s $2,500 deductible.

We acknowledge that the time taken to resolve this claim exceeded expectations. Much of the delay was due to the need for clarification from the engineering firm to ensure that all potential damage was properly evaluated and that our coverage determination was accurate and complete. We regret any inconvenience this caused Ms. *******.

We are also aware that Ms. ******* has already replaced her roof and that doing so required her to withdraw funds from her retirement savings. We empathize with the financial burden this has placed on her. While we must adhere to the terms of the policy and the findings of our investigation, we remain open to reviewing any new or additional information that Ms. ******* or her representatives may wish to provide.

Nationwide is committed to fair, timely, and compassionate claims handling. We appreciate the opportunity to address this matter and hope this response provides clarity regarding the steps taken and the rationale behind our coverage determination.

If there are any questions or if further assistance is needed, please contact our Team Lead, ****** *******, at ###-###-#### or by email at **********************.

Sincerely,
***** ******
Specialist, Regulatory Solutions
Enclosure(s)

Customer Answer
Date: 06/03/2025
Nationwide said they sent 2 engineers out. NO the first was not an engineer, he advised me he just took pictures, so I requested a reevaluation.
I have contacted an attorney. There is no need for this to continue dragging on because a dishonest company does not honor a customers claim.
Initial Complaint
Date:05/17/2025
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.
Referencing: Claim number ******GQ Policy: 78 42 HR ******
I, **** *****, filed a claim due to hailstorm and wind on March 2, 2025 for my residential address at **********************************************. Contacted Nationwide representative ******* ********* with the claim and issued Nationwide's inspector to come out to work with ****** Roofing Contractor. I requested with Nationwide and Nationwide sent an inspector of their choice.
When the inspector arrived with the contractor and inspected the damages on my property, they found excessive hail and wind damages and a lot of shingles scattered all over the property. When the inspector finished, he concluded that I needed a new roof. The inspector found damages on the 2 sheds located in the backyard and in the patio. He mentioned he does not make the decisions but will provide the information to Nationwide's adjuster. I did not hear from anyone at Nationwide for 15 days.
Nationwide called me that they had the results from the inspector saying that they will be removing 103 repairs on the roof. I do not agree with the results because my whole roof is damaged. I have at least three leaks since my claim. It's not acceptable and need a reevaluation with a new licensed adjuster.
******* from Nationwide was being very aggressive over the phone and disrespectful by hanging up and saying I do not have any right. I felt discriminated because of my language barrier. I spoke to the supervisor and was acting the same way aggressive and disrespectful and not wanting to help on my claim. I felt like they were ignoring the issue for which I am paying monthly for.
They said they were going to send an engineer/architect, but I didn't agree or accept because I asked for the licensed adjuster.
They said they were going to send an adjuster recently after 4 weeks and still have not heard from them.

Customer Answer
Date: 05/22/2025
From: '*********, ********' via Dispute Resolution - Shared Inbox <********************************************************>
Date: Tue, May 20, 2025 at 9:55 AM
Subject: [secure] Re: **** *****
To: ******************************************************** <********************************************************>

Truist Data Risk Classification: [-Private-]

******** *********

Relationship Banker / Truist

**********************************************

Office: ************

NMLSR# *******

********************************************************
Business Response
Date: 05/28/2025
May 28, 2025
Better Business Bureau Of Columbus Ohio ************************************** DOI File #: ******** Complainant Name: **** *****
Insured Name: **** & **** *****
Inception Date: 04/04/2013 Policy #: 7842HR048661 Coverage Type: Dwelling Claim #: 363557-GQ Company: Nationwide Mutual Insurance Company NAIC #: ***** OCR Ref #: *******
Dear ********* **********:
We are in receipt of your correspondence dated May 22, 2025, as it pertains to your file number referenced above, and the complaint submitted by **** ****** We appreciate the opportunity to review and address Mr. ****** concerns.
On March 10, 2025, a claim was filed under Mr. ****** Texas Nationwide Mutual Insurance Company (hereinafter Nationwide) policy for potential windstorm related roof damages occurring to his residence on March 2, 2025. On March 19, 2025, a third-party company completed an inspection of the residence. On April 1, 2025, after reviewing the inspection results, we completed an estimate and released payment to Mr. ****** We also issued a partial coverage denial letter to Mr. ****** due in part to the presence of hail damage which was not associated with the reported date of loss.

Due to ongoing concerns about our evaluation, we requested an inspection by an Engineering firm; however, the representative from the Engineering firm was declined access to the property by Mr. ****** On behalf of Nationwide, we regret the service Mr. ***** received to date has not met his expectations. We respectfully request the cooperation of Mr. ***** with our pursuit of this inspection so we may continue to evaluate his claim.
We appreciate your inquiry and the opportunity to address these concerns. We take customer service very seriously and continuously strive to improve our service. If there are attached documents, they may include the redaction of personal and private information that is not relevant to the complaint. If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, ********* ******* at ************** or by email at ***********************************
Sincerely,
**** ******
Specialist, Regulatory Solutions
Personal Lines Operations

Customer Answer
Date: 06/02/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23345212

I am rejecting this response because: They are denying sending a Texas Licensed Adjuster. I do not need an engineer. I need to replace my roof ASAP. My roof is heavily damaged causing 2 leaks that I see. If they keep waiting there will be more damage inside my home.

Regards,

**** *****
Initial Complaint
Date:05/09/2025
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.
I am writing as the Durable Power of Attorney (DPOA) for my father, ***** ****, in regard to a property damage claim filed on February 14, 2025, for an incident that occurred on August 30, 2024.
***** **** has been insured with Nationwide since 1972, and has always maintained his home responsibly.

In January 2023, my father was formally diagnosed with dementia. I submitted the claim solely on behalf of ***** ****, as his wife, **** ****, has not resided at the insured address for some time and had been removed from the policy accordingly.
Despite this, the issued claim check in the amount of $28,000 was made out to “***** and **** ****.”

We are now unable to endorse or deposit the check, as **** **** is no longer in contact with our family, and we have no ability to secure her cooperation.
I have notified Nationwide of this repeatedly, yet have been told that the check cannot be reissued in ***** ****’s name only. This is particularly frustrating as a prior insurance check for roof repairs was correctly issued solely to ***** ****.

Due to this avoidable issue, my father is now living in unsanitary conditions — including a persistent sewage smell — because the funds required for repairs remain inaccessible. As a long-time customer of Nationwide and a vulnerable senior, this situation is unacceptable and potentially dangerous to his health.

I am formally requesting:

Immediate reissuance of the claim check in the name of ***** **** only

A formal explanation as to why **** ****'s name was included despite her removal from the policy

A commitment to prevent such errors in future claim handling
Business Response
Date: 05/20/2025
This letter is in response to the inquiry filed with your office by complainant, *****
***********. We appreciate the opportunity to review the complaint and would like to
address her concerns.

This loss is reported to have occurred as a result of structural damage found to
insureds, **** and ***** ****** property. The damage was assessed, a repair
estimate was written, and settlement payment made payable to both **** and *****
**** was issued.

***** ****** Power of Attorney (POA) has requested that payment be reissued in Mr.
****** name solely. We advised her both parties were listed as named insureds on the
policy at the time of the loss and both would need to be listed on the settlement check.

We take every complaint seriously at Nationwide. After careful review of this claim, our
decision remains unchanged. Nationwide’s issuance of the settlement payment will
remain in the name of both named insureds. We understand this is not the resolution
Mrs. *********** hoped for in this situation. If she submits documentation not
previously shared that she believes may be supportive of her request, it will be reviewed
for consideration.

If there are attached documents, they may include the redaction of personal and private
information that is not relevant to the complaint.
If there are questions or if you requirefuture assistance, please contact our Customer Relations Coordinator, ********* *******
at ###-###-#### or by email at **********************.

Sincerely,
**************
***********
Initial Complaint
Date:05/08/2025
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 bought Wellness Exam and labwork coverage for 3 cats with Nationwide Pet Insurance. I had 3 wellness exams performed for each one. ALL of the paperwork, the invoices, the documentation from the vet office, etc. ALL stated that each one had a WELLNESS exam performed. Only 1 cat's exam and labwork was reimbursed. The first one was NOT because Nationwide decided to change the claim to an ILLNESS related claim which is not in their policies, simply because the first cat was prescribed Gabapentin after discussing the fact that I didn't know IF she had pain or whether she was just old and grumpy. The vet offered the prescription so that we could use it for her as well as the other cats for their future exams and shots and labwork and if the first cat felt less anxious then great. I took it. They did this fraudulently.
I've spoken to SEVERAL customer service people at NW and the first one told me that they needed "clarification" from the doctor on why she prescribed it and that it WAS a wellness exam. The doctor wrote a letter stating exactly that. I sent it to them. THEN, they denied it because she is overweight, but ALL of the cats are and the second cat who's claim WAS reimbursed who is also overweight and her medical records state that. NW picked through the first cat's medical records and FALSLY CHANGED her visit claim to an illness visit based on her medical diagnoses that she has on record *she is 15, so basically she has "pre existing" conditions that we discussed.
The second cat also had things discussed, but yet they paid hers! The ONLY reason they denied the first cat was because a medication was prescribed! NO WHERE in their policy does it state that a wellness visit can be changed to something NOT covered so that they can deny a claim, and NO WHERE in the policy does it state that that is a reason NOT to cover the exam or annual blood work! I'm not asking them to pay for medication even! They are complety fraudulent and their entire CS team IS rude!
Business Response
Date: 06/05/2025
*************
We are in receipt of your follow up email dated May 29,2025 requesting additional information related to the above referenced claim.

The claims for Zoe and Katze differ as Katze’s did not include a prescription for a medical treatment (gabapentin). The records received on March 26,2025 for Zoe indicated that the gabapentin was prescribed for pain. The notes indicate “Medications Prescribed: gabapentin 100mg as needed for pain. Discussed other options for pain control – NSAID and Solensia”. “Gabapentin 100mg” was noted on the invoice and the quantity was listed as “30”.

On April 24, 2025, an additional record was sent in by Ms. ****. It appears that there was a note added on April 18, 2025 that stated “Discussed with the owner that wellness labwork would be done today and that Gabapentin was dispensed, not for illness or injury, but so that she held still while having blood drawn. She is NOT on Gabapentin as a medication long term.”

As a compromise settlement to resolve this for Ms. ****, the claim has been reprocessed providing an additional $140 in wellness benefits.

If there are attached documents, they may include the redaction of personal and private information that is not relevant to the complaint.
If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, ********* ******, at ###-###-#### or by email at ***********************
Sincerely,
******* ******
Claims Director
Initial Complaint
Date:04/30/2025
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.
My agent made errors in adding and deleting coverage on policy. I have emails proving it was done incorrectly. I spoke to a woman at Nationwide who was going to gather all the information, contact me so we could make sure were done accordingly and not one word.
My agent sends information that takes a pro to weed through. I have since cancelled policy. There is a balance due which i have no issue paying but not until I verify things were done correctly.
I have the emails to prove of these changes.
The reason why I have had to go this route for communication, the phone numbers agent provides throws me back to their office. He stated to call after hours. This always responds closed. Not one single number provided or found online allows me to get to a LIVE person at Nationwide.
Business Response
Date: 05/19/2025
*************
Thank you for the opportunity to address the concerns from Ms. ****** regarding her Nationwide Auto policy.
The agency has the first right to service their customers' files. When a customer calls our Service Center, the IVR checks the agency preference and routes the call to either the Service Center or the agency office. If the customer calls back after being routed to the agency, the IVR recognizes the return call and connects them to the Service Center promptly, informing associates to assist. Otherwise, the customer is routed to their agency.
On March 27, 2025, Ms. ****** and her agency contacted our service center about the balance due. The agency inadvertently left Comp, Coll, and Rental coverages on the 2007 Ford. The policy was corrected, effective February 17, 2025, and the balance due adjusted to $344.18. Updated notices were mailed to Ms. ******. Enclosed is a policy breakdown, outlining the changes made to the policy, and the calculation of the balance due for reference.
If there are attached documents, they may include the redaction of personal and private information that is not relevant to the complaint. If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, ********* ******, at ###-###-#### or by email at ***********************
Sincerely,
****** *****
Specialist, Regulatory Solutions Enclosure(s)
Customer Answer
Date: 05/20/2025
**************
I will compare their attachments to my emails. It is not just one vehicle. Might take a day or two to pull and go through them all.

Their phone system dies not work that way. It's been tried. Their rep was supposed to gather all information and return with a call. Never happened.
Initial Complaint
Date:04/27/2025
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 got into an accident in my vehicle by hitting a deer on the highway on November 4, 2024. I have full coverage insurance and used their preferred collision repair location [***** ****** ****** *********] in Allentown PA.
It has been a horrible experience and had to return my car about 6-7 times because there was electrical problems causing dashboard warning lights to engage. After they couldn’t figure out the problem after 2-3 months of returning the car to the collision center so my car was transported to a *****, and they resolved the check engine light problem. While it was there I mentioned to ***** that there was a bad chemical smell coming into the cabin and ***** discovered that they released the car to me with an engine coolant leak; of which had to be repaired by *****.

Now it is April 27th, 2025 and with the warmer weather I noticed the air conditioning is not working. My car is a 2024 ***** Civic that had zero problems prior to the accident. I emailed the regional manager, original claim agent, the complaint department on 4/24/25, and called the claims department on 4/25/25 and still have not heard back from anyone.
My car is practically new and shouldn’t be dealing with this continuous problem the original damage and cost of repairs and rentals exceeded the 60%-70% value of my car and have returned the car several times for repairs; my insurance company seems to be behaving very shady with my claim and now are refusing to resolve my problem.
I shouldn’t have to be without air conditioning or be responsible for the cost of repairs if the damage is discovered to originate from the accident.
Customer Answer
Date: 05/06/2025

******* ***** <****************************>
Attachments
Mon, May 5, 9:19 PM (11 hours ago)
to disputeresolution

Customer Answer
Date: 05/06/2025

******* ***** <****************************>
1:13 PM (3 hours ago)
to ******, disputeresolution, robrusnak72, nationwide-claims

Ive been very patient since November throughout this whole ordeal. Now Im getting very angry and annoyed. This has to be the most frustrating part about this whole situation. I want to move on with my life with a different car but you all insist on leaving me stuck with this problem since December. It hasnt been just once or twice your collision place dropped the ball, this is the third to fourth time that Im having trouble, and again Nationwide is turning a blind eye to any other underlying issues with my car.

After failing horribly so many times; why is everyone at Nationwide confident that they followed industry standards in rebuilding my vehicle? I lost all confidence in their work, this is just the latest example of how incompetent they have been, how could I trust them with the major repairs if they couldnt get minor repairs completed correctly. If Im forced to stay with this car, I will hold Lehigh Valley Collision and Nationwide accountable if this car is found to have the front end crash reinforcement and/or the impact sensors improperly installed, this is my safety and life at risk if they messed that up too; will Nationwide be guaranteeing they did all other repairs correctly? Nationwide will be just as responsible by being complicit in insisting that everything else was done by industry standards. Nationwide cannot pass the buck by seriously expecting ***** to catch any other mistakes unless they tear down the front end of the car and rebuild it themselves.

Again, Im being forced to go along with this nonsense because they didnt get the job done correctly. My question still stands, what does this mean? Will I be forced to continue reopening the case and taking the car back for repairs in the future? The cost to fix this car is ridiculous, it already exceeded 80% of the *** and shouldve been retroactively totaled months ago. I want out of this car. I am sick and tired of this and no Im longer interested in fixing or driving this car.
This cannot be legal for Nationwide to keep dragging me through this endless cycle of stress of service department visits, I need a new car to get me to work without headaches; Im still making payments on this car I do not want another auto loan.

This is the value of my car (disclosing major crash repairs) and it couldnt have been way more than this 6 months ago: Theres no way that less than $20,000 has already been spent, repairs to date will be 100% of todays ***!
Customer Answer
Date: 05/07/2025
From: ******* ***** <****************************>
Date: Wed, May 7, 2025 at 8:21 AM
Subject: Re: Nationwide claim 131739-GQ
To: ****** A ******** <************************************************************>, <**********************************************************************************************>, <**********************************************************************************>

In response to your voicemail I understand that its straightforward. I hope you reviewed my case, after they have demonstrated their incompetence multiple times:

Ive written 2 emails without a direct response to anything that I said, I will appreciate a response in writing. I dont expect you to respond to everything I said but if you can answer these 2 questions thatll suffice.

1) Will this go on forever, when is it enough to say they screwed up horribly and they should be legally responsible to replace the current car with a new one? And/or Nationwide is responsible for recommending this place to begin with..

2) Who is going to guarantee that they repaired the rest of my car properly?
If they did not repair/install the front end crash reinforcement and/or impact sensors properly, you, Nationwide, nor anyone at ************* Collision will be endangered; its my life and safety at risk!

If there is a way to total the car, Id prefer for that to happen so that I can move on with my life, and drive my car comfortably and confidently knowing that EVERYTHING is up to industry standards.

Thanks,
******* *****
Customer Answer
Date: 05/07/2025
******* ***** <****************************>
10:05 AM (8 minutes ago)
to ******, disputeresolution, nationwide-claims

It actually is not better discussed over the phone because I havent been getting any straight answers from anyone. Im the person going back and forth with the issues after the car was originally released to me on 11/29/24. Lehigh Valley Collision have made so many basic mistakes, am I supposed to naively believe they did all of the major repairs correctly?

There should be a limit to how many mistakes and errors were made on a job. ***** was not the place that did any of the collision assessments and/or repairs. They are not the company responsible for any of the mistakes or failures to correctly repair my car, they were not the company soldering the car back together; so again to pass the **** onto ***** to provide answers about the craftsmanship under the exterior body parts.

This cannot be legal to have me going back and forth for 6 months with further repairs, after the adjuster deemed my car repairable. It certainly hasnt been repaired correctly all of this time.

There are lemon laws against this pertaining to the sale of a vehicle!

I should not be dealing with this when its a 2024 car.

On May 7, 2025, at 9:22 AM, ********, ****** A <************************************************************> wrote:

Good morning *******,

This would be better to discuss over the phone, however I will try to answer some of these questions through email per your request.

I understand there was an issue with the repairs that took place at one of our direct repair facilities. Nationwides guarantee through our repair program is guaranteed parts and repairs. We have stepped in to resolve the issues at hand as part of our guarantee. The shop will be accountable for the workmanship issues.

Your vehicle is at the dealership currently, they have diagnosed the issue and relayed to me there are no other issues. If you need confirmation on this, you may want to reach out to the dealership to see if they can provide more information on any specific questions or concerns you have regarding the vehicle.

The vehicle is not considered a total loss. The vehicle was repairable throughout the claim. The issues we are currently dealing with , fall under warranty.

I understand this has been a frustrating process for you, and I want to apologize for the inconvenience this has caused. We value you as a member and will continue to walk through this process with you. I have communicated with the dealership that the current repairs needed will be covered and as well as your rental.

Please reach out if you have any other questions.

Thank you,

<image001.png>
****** ********

Technical Manager, Auto Claims

Personal Lines Operations

W ************** | F ************

************************************************************

Choose an item.

Any person who knowingly and with intent to defraud any insurance company or other person files an application for insurance or statement of claim containing any materially false information or conceals for the purpose of misleading, information concerning any fact material thereto commits a fraudulent insurance act, which is a crime and subjects such a person to criminal and civil penalties.

From: ******* ***** <****************************>
Sent: Wednesday, May 7, 2025 8:21 AM
To: ********, ****** A <************************************************************>; ********************************************************* Nationwide Claims <**********************************************************************************>
Subject: [EXTERNAL] Re: Nationwide claim 131739-GQ

Nationwide Information Security Warning: This is an EXTERNAL email. Use CAUTION before clicking on links, opening attachments, or responding. (Sender: ****************************)
Customer Answer
Date: 05/07/2025
From: ******* ***** <****************************>
Date: Wed, May 7, 2025 at 12:01 PM
Subject: BBB Complaint ID ********
To: <**********************************************************************************************>

Fwd: Nationwide claim 131739-GQ

Begin forwarded message:

From: ******* ***** <****************************>
Date: May 6, 2025 at 1:13:47 PM EDT
To: ****** A ******** <************************************************************>, **********************************************************************************************
Cc: ********************** **********************************************************************************
Subject: Re: Nationwide claim 131739-GQ

Ive been very patient since November throughout this whole ordeal. Now Im getting very angry and annoyed. This has to be the most frustrating part about this whole situation. I want to move on with my life with a different car but you all insist on leaving me stuck with this problem since December. It hasnt been just once or twice your collision place dropped the ball, this is the third to fourth time that Im having trouble, and again Nationwide is turning a blind eye to any other underlying issues with my car.

After failing horribly so many times; why is everyone at Nationwide confident that they followed industry standards in rebuilding my vehicle? I lost all confidence in their work, this is just the latest example of how incompetent they have been, how could I trust them with the major repairs if they couldnt get minor repairs completed correctly. If Im forced to stay with this car, I will hold Lehigh Valley Collision and Nationwide accountable if this car is found to have the front end crash reinforcement and/or the impact sensors improperly installed, this is my safety and life at risk if they messed that up too; will Nationwide be guaranteeing they did all other repairs correctly? Nationwide will be just as responsible by being complicit in insisting that everything else was done by industry standards. Nationwide cannot pass the buck by seriously expecting ***** to catch any other mistakes unless they tear down the front end of the car and rebuild it themselves.

Again, Im being forced to go along with this nonsense because they didnt get the job done correctly. My question still stands, what does this mean? Will I be forced to continue reopening the case and taking the car back for repairs in the future? The cost to fix this car is ridiculous, it already exceeded 80% of the *** and shouldve been retroactively totaled months ago. I want out of this car. I am sick and tired of this and no Im longer interested in fixing or driving this car.
This cannot be legal for Nationwide to keep dragging me through this endless cycle of stress of service department visits, I need a new car to get me to work without headaches; Im still making payments on this car I do not want another auto loan.

This is the value of my car (disclosing major crash repairs) and it couldnt have been way more than this 6 months ago: Theres no way that less than $20,000 has already been spent, repairs to date will be 100% of todays ***!
Customer Answer
Date: 05/07/2025
From: ******* ***** <****************************>
Date: Wed, May 7, 2025 at 12:04 PM
Subject: BBB Complaint ID ********
To: <**********************************************************************************************>

Fwd: Nationwide claim 131739-GQ

Begin forwarded message:

From: ******* ***** <****************************>
Date: May 7, 2025 at 10:05:58 AM EDT
To: ****** A ******** <************************************************************>, ********************************************************* **********************************************************************************
Subject: Re: Nationwide claim 131739-GQ

It actually is not better discussed over the phone because I havent been getting any straight answers from anyone. Im the person going back and forth with the issues after the car was originally released to me on 11/29/24. Lehigh Valley Collision have made so many basic mistakes, am I supposed to naively believe they did all of the major repairs correctly?

There should be a limit to how many mistakes and errors were made on a job. ***** was not the place that did any of the collision assessments and/or repairs. They are not the company responsible for any of the mistakes or failures to correctly repair my car, they were not the company soldering the car back together; so again to pass the **** onto ***** to provide answers about the craftsmanship under the exterior body parts.

This cannot be legal to have me going back and forth for 6 months with further repairs, after the adjuster deemed my car repairable. It certainly hasnt been repaired correctly all of this time.

There are lemon laws against this pertaining to the sale of a vehicle!

I should not be dealing with this when its a 2024 car.

On May 7, 2025, at 9:22 AM, ********, ****** A <************************************************************> wrote:

Good morning *******,

This would be better to discuss over the phone, however I will try to answer some of these questions through email per your request.

I understand there was an issue with the repairs that took place at one of our direct repair facilities. Nationwides guarantee through our repair program is guaranteed parts and repairs. We have stepped in to resolve the issues at hand as part of our guarantee. The shop will be accountable for the workmanship issues.
Your vehicle is at the dealership currently, they have diagnosed the issue and relayed to me there are no other issues. If you need confirmation on this, you may want to reach out to the dealership to see if they can provide more information on any specific questions or concerns you have regarding the vehicle.
The vehicle is not considered a total loss. The vehicle was repairable throughout the claim. The issues we are currently dealing with , fall under warranty.

I understand this has been a frustrating process for you, and I want to apologize for the inconvenience this has caused. We value you as a member and will continue to walk through this process with you. I have communicated with the dealership that the current repairs needed will be covered and as well as your rental.

Please reach out if you have any other questions.

Thank you,

<image001.png>
****** ********

Technical Manager, Auto Claims

Personal Lines Operations

W ************** | F ************

************************************************************

Choose an item.

Any person who knowingly and with intent to defraud any insurance company or other person files an application for insurance or statement of claim containing any materially false information or conceals for the purpose of misleading, information concerning any fact material thereto commits a fraudulent insurance act, which is a crime and subjects such a person to criminal and civil penalties.

From: ******* ***** <****************************>
Sent: Wednesday, May 7, 2025 8:21 AM
To: ********, ****** A <************************************************************>; ********************************************************* Nationwide Claims <**********************************************************************************>
Subject: [EXTERNAL] Re: Nationwide claim 131739-GQ

Nationwide Information Security Warning: This is an EXTERNAL email. Use CAUTION before clicking on links, opening attachments, or responding. (Sender: ****************************)

In response to your voicemail I understand that its straightforward. I hope you reviewed my case, after they have demonstrated their incompetence multiple times:

Ive written 2 emails without a direct response to anything that I said, I will appreciate a response in writing. I dont expect you to respond to everything I said but if you can answer these 2 questions thatll suffice.

1) Will this go on forever, when is it enough to say they screwed up horribly and they should be legally responsible to replace the current car with a new one? And/or Nationwide is responsible for recommending this place to begin with..

2) Who is going to guarantee that they repaired the rest of my car properly?

If they did not repair/install the front end crash reinforcement and/or impact sensors properly, you, Nationwide, nor anyone at ************* Collision will be endangered; its my life and safety at risk!

If there is a way to total the car, Id prefer for that to happen so that I can move on with my life, and drive my car comfortably and confidently knowing that EVERYTHING is up to industry standards.

Thanks,

******* *****

On May 6, 2025, at 1:13 PM, ******* ***** <****************************> wrote:

Ive been very patient since November throughout this whole ordeal. Now Im getting very angry and annoyed. This has to be the most frustrating part about this whole situation. I want to move on with my life with a different car but you all insist on leaving me stuck with this problem since December. It hasnt been just once or twice your collision place dropped the ball, this is the third to fourth time that Im having trouble, and again Nationwide is turning a blind eye to any other underlying issues with my car.

After failing horribly so many times; why is everyone at Nationwide confident that they followed industry standards in rebuilding my vehicle? I lost all confidence in their work, this is just the latest example of how incompetent they have been, how could I trust them with the major repairs if they couldnt get minor repairs completed correctly. If Im forced to stay with this car, I will hold Lehigh Valley Collision and Nationwide accountable if this car is found to have the front end crash reinforcement and/or the impact sensors improperly installed, this is my safety and life at risk if they messed that up too; will Nationwide be guaranteeing they did all other repairs correctly? Nationwide will be just as responsible by being complicit in insisting that everything else was done by industry standards. Nationwide cannot pass the **** by seriously expecting ***** to catch any other mistakes unless they tear down the front end of the car and rebuild it themselves.

Again, Im being forced to go along with this nonsense because they didnt get the job done correctly. My question still stands, what does this mean? Will I be forced to continue reopening the case and taking the car back for repairs in the future? The cost to fix this car is ridiculous, it already exceeded 80% of the *** and shouldve been retroactively totaled months ago. I want out of this car. I am sick and tired of this and no Im longer interested in fixing or driving this car.

This cannot be legal for Nationwide to keep dragging me through this endless cycle of stress of service department visits, I need a new car to get me to work without headaches; Im still making payments on this car I do not want another auto loan.

This is the value of my car (disclosing major crash repairs) and it couldnt have been way more than this 6 months ago: Theres no way that less than $20,000 has already been spent, repairs to date will be 100% of todays ***!

<image002.jpg>
<image003.jpg>

Thanks,

******* *****

On May 5, 2025, at 4:17 PM, ********, ****** A <************************************************************> wrote:

Good afternoon *******,

I reached out to the service department at the dealer, they are going to update me as far as the A/C issues and diagnosis. Once I have this information, I will be back in touch.

Thank you,

<image001.png>

****** ********

Technical Manager, Auto Claims

Personal Lines Operations

W ************** | F ************

************************************************************

Choose an item.

Any person who knowingly and with intent to defraud any insurance company or other person files an application for insurance or statement of claim containing any materially false information or conceals for the purpose of misleading, information concerning any fact material thereto commits a fraudulent insurance act, which is a crime and subjects such a person to criminal and civil penalties.

From: ******* ***** <****************************>
Sent: Monday, May 5, 2025 9:41 AM
To: ********, ****** A <************************************************************>
Cc: ****** ****** <******************************>; Nationwide Claims <**********************************************************************************>; *******, ******* J <************************************************************>; ****, ****** <*****************************************************************>
Subject: [EXTERNAL] Re: Nationwide claim 131739-GQ

Nationwide Information Security Warning: This is an EXTERNAL email. Use CAUTION before clicking on links, opening attachments, or responding. (Sender: ****************************)

Hello ******,

************* ***** emailed me on Saturday. I have to say that Nationwides preferred collision center is horrible, Im not sure if you can review my case from the beginning but Im not convinced that there isnt more undiscovered problems with my car. Your companies slogan nationwide is on your side can be misleading because I do not feel that statement is accurate or true anymore. Ive been back and forth with continuous problems and nationwide seems to be only interested in covering for yourselves or the collision center. That is false advertisement!

I know that you are new to this case, but there is some shady things going on and whoever was the original adjuster should be held responsible for all of these problems that Im facing, not to mention the collision center responsibility in all of these problems; they are the ones that did all of the body - electrical work. It is not right that Im still dealing with this issue from November; and had to return my car about 5-6 times already. What is going to happen? Am I going to have to repeat an endless cycle of returning my car every time I discover a problem that the collision center caused?

***** said that your collision center installed the a/c system backwards and that the parts do not look new (they probably used parts in my car). How long wouldve those parts lasted before breaking down? I would be left alone dealing with the cost of repairs if I didnt reopen the case. Lehigh Valley Collision cut so many corners and messed up so many times that they should be ashamed of themselves. I regret ever using them because now Im facing a bill of almost $3,000!

Thatll be over $20,000 in repairs, and probably not even counting rental costs etc. My car has already been devalued due to the accident, I couldnt even sell this car in good conscience knowing that it probably has more problems that Ill be dumping on somebody else.

I filed a complaint with the BBB. This is not how a customer should be treated, I pay for full coverage and should have a new car that doesnt give me so many problems. If I wanted to deal with these kind of issues I wouldve bought an old used car.

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Thanks,

******* *****

On Apr 29, 2025, at 1:40 PM, ********, ****** A <************************************************************> wrote:

Good afternoon,

Thank you for the update. I will expect to hear something after your appointment Friday.

Thanks,

<image001.png>

****** ********

Technical Manager, Auto Claims

Personal Lines Operations

W ************** | F ************

************************************************************

Choose an item.

Any person who knowingly and with intent to defraud any insurance company or other person files an application for insurance or statement of claim containing any materially false information or conceals for the purpose of misleading, information concerning any fact material thereto commits a fraudulent insurance act, which is a crime and subjects such a person to criminal and civil penalties.

From: ******* ***** <****************************>
Sent: Tuesday, April 29, 2025 1:14 PM
To: ********, ****** A <************************************************************>
Subject: [EXTERNAL] Re: Nationwide claim 131739-GQ

Nationwide Information Security Warning: This is an EXTERNAL email. Use CAUTION before clicking on links, opening attachments, or responding. (Sender: ****************************)

Hi ******,

I wasnt able to make it with my work schedule until Friday in the afternoon.

As a side note, the accident was in the winter so I didnt notice these problems until now. I did notice something off with my car since its now getting hot. Last Thursday (4/24/25) is the day I encountered this problem and it was only 80 degrees. Yesterday it was similar but on the cooler side; I noticed that the outside weather reading was way off; it was reading 115 degrees when I first turned on my car and held steady at 98 degrees; it was only ***** degrees.

I dont know if this is something else Lehigh Valley Collision repaired improperly because it was not like this prior to the accident; thermostats can usually be off by just a few degrees.

Again. I wouldnt be shocked if this is yet another example of their poor quality of work, I regret even taking my car there. I understand what you and ******* * . are saying about ***** picking up on the mistakes post repairs, but starting and completing a job correctly is a lot easier than looking at somebody elses work and trying to figure out what is wrong. The fact that ***** passed whatever visual inspection doesnt excuse the collision place from making me feel unsafe and uncomfortable driving my car after so many careless mistakes.

<image005.jpg>

Thanks,

******* *****

On Apr 28, 2025, at 4:36 PM, ********, ****** A <************************************************************> wrote:

Hello *******,

Thank you for speaking with me today to discuss your claim.

As we discussed, please let me know when you plan to take the vehicle in for a diagnosis.

Thank you,

<image001.png>

****** ********

Technical Manager, Auto Claims

Personal Lines Operations

W ************** | F ************

************************************************************

Choose an item.

Any person who knowingly and with intent to defraud any insurance company or other person files an application for insurance or statement of claim containing any materially false information or conceals for the purpose of misleading, information concerning any fact material thereto commits a fraudulent insurance act, which is a crime and subjects such a person to criminal and civil penalties.

--
********* **********
Senior Dispute Resolution Consultant
Better Business Bureau Serving ************
**************************

*****************************************************
Customer Answer
Date: 05/08/2025
From: ******* ***** <****************************>
Date: Thu, May 8, 2025 at 9:58 AM
Subject: BBB Complaint ID ********
To: ****** A ******** <************************************************************>, <**********************************************************************************************>, <**********************************************************************************>

Nationwide and everyone involved in my case may be legally covered by your decision to not total this car, but after 6 months of problems; you all know this is ethically WRONG. If this happened to you Im sure youd like to be able to move on with your lives with a different vehicle and not be stuck with a problematic car; or being forced to continue to deal with a company that royally screwed up with the repairs. Now I have to continue to pay for a car that Im not sure if its safe in the event of another front end accident.

Just know that Nationwide (as the place thats vouching for all other repairs) and ************* Collision (the place that assessed and rebuilt my car) are the only two places that are responsible for any wrongdoing if they also screwed up with any safety components and/or craftsmanship.

All insurance companies, starting with Nationwide are frauds and that slogan Nationwide is on your side is false advertisement. Im sure all you managers have high salaries and would remedy this problem by changing cars, thats why you anre unable to sympathize and feel justified by your decision, because this corrupt practice backs you up.

There is no difference between the situation of buying a car at a dealership and the consumer being protected by the lemon law, and a insurance company seeing that Ive been forced to return my car multiple times due to poor craftsmanship, and a law that should be on the books thatll protect consumers from insurance companies that refuse to do what is right.

Nationwide and Lehigh Valley Collision are ethically and should be legally responsible to investigate NOW if theres any other issues with my car; I shouldnt have to pay out of my own pocket to get ***** to tear down the front end to ensure everything else is done correctly, this is what should be done after so many examples of incompetence.

If anyone ever gets seriously hurt due to another s**** up with the front end crash reinforcement and/or improperly installed impact sensors; it should and does fall on your company for recommending Lehigh Valley Collision.

Sincerely,
******* *****
Business Response
Date: 05/08/2025
*********************

We are in
receipt of your correspondence dated January 19, 2024, as it pertains to your
file number referenced above, and the complaint submitted by ******* *****. We
appreciate the opportunity to review and address Mr. *****’s concerns
about the repair of his 2024 ***** Civic.

We
have identified the need for additional repairs to be completed on Mr. *****’s
vehicle, related to the above loss. Our On Your Side Auto Repair Network
facility, ****** ****** *********, has been provided with recommendations on
how to proceed with addressing the outstanding repair concerns, and a rental
vehicle will be supplied during this subsequent repair process.

On
behalf of Nationwide, we regret the service Mr. ***** received to date did not
meet his expectations. If he encounters any other issues related to this matter,
we ask him to make us aware of the situation so further assistance can be
provided.

If there are attached
documents, they may include the redaction of personal and private information
that is not relevant to the complaint. If there are questions or if you require
future assistance, please contact our Customer Relations Coordinator, ******* ******** at ###-###-#### or by email at ***********************

Sincerely,
**** ******

Specialist, Regulatory Solutions
Personal Lines Operations
Customer Answer
Date: 05/09/2025
Thank you for your response; but this does not help me with my situation and concerns. ****** ****** ********* failed to repair my car, I question the qualifications of the person that rebuilt my car.
After so many basic mistakes, why is Nationwide dismissing any other potentially major issues that will only be discovered? Unless the exterior body parts are removed and inspected and/or worse I or anyone else that’ll own this car unfortunately gets into another accident and I/they are not adequately protected from a front end collision.
It is not the first instance of poor craftsmanship and I quite frankly don’t think that they were thus far meticulous enough to ensure that they professionally repaired what is not in plain sight. Is there any guarantee that the mechanic that working on my car didn’t make further mistakes when welding and/or attaching replacement parts back on to my car?
***** already previously discovered that there were many items not to industry standard and loose nuts/bolts etc. I do have the video to prove it, something as simple as the ambient temperature outside was messed up! On a 79 degree day my dashboard was reading 115 degrees.
How can Nationwide continue to vouch for major safety repairs after so many examples of failures?

Regards,

******* *****
Business Response
Date: 05/15/2025
************
We are in receipt of your follow up correspondence dated May 9, 2025, as it pertains to your file number referenced above, and the complaint submitted by ******* *****.

Based on the scope of the damage, Mr. *****’s 2024 ***** Civic has been deemed repairable. The recent repair concerns associated with the air conditioning system have been addressed. We understand Mr. ***** has concerns regarding potential future repair-related issues; however, it is not reasonable to complete a teardown of the vehicle to verify the validity of the repairs. Additionally, the dealership has communicated their sign off that they see no outstanding issues with the vehicle at this time. If an additional issue associated with this loss arises, we will address the issue via the On Your Side Auto Repair Network warranty.

If there are attached documents, they may include the redaction of personal and private information that is not relevant to the complaint. If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, ******* *******, at ###-###-#### or by email at ***********************

Sincerely,

**** ******
Specialist, Regulatory Solutions
Personal Lines Operations
Customer Answer
Date: 05/21/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23255743

I am rejecting this response because:

I understand the car was deemed repairable since the accident in November 2024, I do not understand why everyone at Nationwide continues to repeat this line to me as if I didnt get it the first time. That obviously was the decision made by the adjuster and prior to any repairs made by Lehigh Valley Collision. That is not the issue!
I clearly did not dispute the decision to repair the car in November, and went along with waiting until my car was repaired.
Again! ***** was not the company that repaired any collision damage and ***** was not the company that rebuilt my car, so they have no knowledge whatsoever about the level of craftsmanship to guarantee all critical repairs were done correctly and to industry standards.
Again my issue is, after Lehigh Valley Collision demonstrated their inability to get it right the first time, Ive had to return the car 5-6 times so far. ***** had to figure out what they did wrong that was causing the check engine light, then ***** was the place that discovered where the strong chemical was coming from after my claims were dismissed, and ***** was the company that figured out what they did wrong with the air conditioning.
Why do I have to go along with all other repairs completed by Lehigh Valley Collision based on faith or hopes? The correct answer to this pathetic incompetence and situation is verifying all other repairs were done correctly; because I wouldnt know if they properly installed the impact bar unless the car is in another accident. By then it would be too late to fix. ***** wouldnt have inspected that for free, and that is NOT part of their general complimentary inspection of the vehicle. Im the one thats been dealing with this while all of you are nice and comfortable in your offices. I can say it would be sad for me or any other owner of this car if any safety component fails due to another careless repair.
After six months of headaches and discovering rookie mistakes made by Lehigh Valley Collision. I asked two different managers (******* ******* and ****** ********) this question and it was left unanswered both times. Who is going to take responsibility if they failed to repair critical equipment on my car? It was not checked by *****, they will not tear down the car for free, nor is ***** responsible because they werent the place I used as your preferred collision center.
Nationwide is still standing behind the work Lehigh Valley Collision performed without questioning how else did they mess up, I clearly have a right to reasonably doubt that everything else was done to industry standards.
There should be a law protecting consumers like me from situations like these. I would be protected by the lemon law if a dealership sold me a car with this many issues, I would be protected against a house developer if they improperly built my home, and that is true in any other purchase -Id be entitled to a refund or exchange. Somehow with insurance companies and ************* Collision you all get a pass. This is ethically wrong and should be investigated by a civil claims court, you all have spent well over 100% of the *** trying to get it right and I still dont have a guarantee that Im safe driving this car.

Regards,

******* *****
Customer Answer
Date: 07/14/2025
On 7/1/25 I took my car for an oil change at the ***** dealership and was notified by an advisor that the mechanic found a crack on the washer fluid reservoir and its continuously leaking. The only explanation is that it was not replaced from a previous car accident that I filed with Nationwide (November 2024).
I took my car to their preferred collision center (Lehigh Valley Collision, ************) and they failed horribly time and time again to properly repair my vehicle. Maybe this 4th time proves that ***** is not clearing the overall repairs done by a different repair facility.
1) In November, Lehigh Valley Collision took my car to ***** theirselves, they couldnt figure out what they did wrong causing the check engine light.
2) I paid for a diagnostic test because the collision center dismissed my concerns of a strong chemical smell causing illness. ****** mechanic found the problem and said things were not to industry standards; including they used improper coolant fluid. Which is what continues to concern me about hidden problems.
3) On hidden problems and further investigation. ***** discovered that the collision center installed a coolant component backwards causing a malfunction and failing air conditioning system; who knows what damage that mightve caused to the engine already or especially longterm.
4) Now you all assumed everything was fine, closed my complaint and dismissed my request to investigate any other issues, especially to the proper installation of collision safety equipment. I go for an oil change and they tell me about this minor but new problem. That part wouldnt have cracked for no apparent reason and Id bet to cut corners it wasnt replaced by Nationwides facility.
5) This is all after I took my car directly back to Lehigh Valley collision two times in November because they released the car to me with major leaks and electrical problems! Is this going to go on forever? I emailed their manager ****** ******** and no response.
Business Response
Date: 07/22/2025
July 22, 2025
********* **********
Dispute Resolution Team
Better Business Bureau Serving ************
*****************************************************************************

BBB Complaint #: 23255743
Complainant Name: ******* *****
Policyholder Name: ******* *****
Policy #: 5837J419875
Claim #: 131739-GQ
Company Name: Nationwide General Insurance Company
NAIC #: 23760
OCR Ref #: 3635795

Dear ********* **********:

We are in receipt of your correspondence dated July 14, 2025, as it pertains to your file number referenced above, and the complaint submitted by ******* *****.

We regret that Mr. ***** continues to encounter concerns with the repair of his vehicle. We have reviewed the documentation he recently supplied; however, additional documentation is needed to properly evaluate these new concerns. We have communicated with Mr. ***** on the matter and requested he provides the On Your Side Auto Repair facility with the opportunity to reinspect the vehicle. We are now awaiting his approval to move forward with the reinspection.

If there are attached documents, they may include the redaction of personal and private information that is not relevant to the complaint. If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, ******* *******, at ************ or by email at ************************************************************.

Sincerely,

**** ******
Specialist, Regulatory Solutions
Personal Lines Operations
Customer Answer
Date: 07/22/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23255743

I am rejecting this response because:
Ive already sent a pdf of *****s recommendation to ****** ********, and that is to replace it with a new part. I do not wish to ever return to any of Nationwides preferred facilities especially ************* Collision. That part would not have cracked except for the this accident. I requested for my car to be inspected for any damage or issues, they refused to comply with my request and BBB closed my case without any opportunity to disagree.
As, I told ****** ******** the front bumper does not look right and it now looks like its starting to detach from the fender. I asked for my vehicle to be inspected for any safety issues and the proper installation of crash equipment to be sure that it meets industry regulations and standards. That was also dismissed by Nationwide after Ive had 2 returning visits to ************* Collision to correct check engine light problems, then I had to return to ***** 4 times for separate issues. This is not right and should be ethically wrong to keep me in a car that Im not entirely certain that its safe in the event of another accident. ************* Collision cut corners, installed used parts parts, installed a/c equipment backwards leading to failure. Now this minor but new problem, you all just want to deal with the current problem and pass off the rest of the car without any reassurances .

Regards,

******* *****
Customer Answer
Date: 07/30/2025
From: ******* ***** <****************************>
Date: Tue, Jul 29, 2025 at 5:21 PM
Subject: BBB Complaint ID ******** Attn: ********* **********
To: <**********************************************************************************************>

This is unacceptable! How many more times different problems are going to be discovered before Nationwide takes my side with this ongoing case since November 2024?

My car has needed 6 additional repairs because their collision center failed horribly!
1) Lehigh Valley Collision took the car to ***** theirselves because they couldnt figure out what they did wrong causing the check engine light.
2) I had to take my car back because it needed the state inspection done. So I paid for a diagnostic test because their collision center dismissed my concerns of a chemical smell that caused my wife to feel sick. Which is when ****** mechanic said that many things were not to industry standards; including they used improper coolant fluid. Which is what continues to concern me about hidden problems.
3) Speaking on the hidden problems and further investigation, ***** discovered that their collision center installed a coolant component backwards causing a malfunction and failing air conditioning system; who knows what damage that mightve caused to the engine already or especially longterm.
4) Now you all assumed everything was fine, dismissing my request to investigate any other issues, especially to the proper installation of collision safety equipment. I go for an oil change and they tell me about this minor but new problem. That part wouldnt have cracked for no apparent reason other than the accident and it wasnt replaced by your preferred facility.
5) This is all after I took my car directly back to ************* collision two times in November because they released the car to me with major problems!!!!

Ive shared the video and all of the photos with Nationwide and the BBB! When will enough be enough?

I shouldnt have to continue with this endless cycle of returning for further repairs. This is a 2024 car and Nationwide has spent well over my cars value in repairs and I continue to have problems.

I still do not have a guarantee that my car will pass safety/industry standards, because nobody has verified that your collision center properly put my reinforcement bar or sensors correctly.

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