ComplaintsforAutoLoss.com

• Initial Complaint

  04/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paid this company to help me recover the diminished value of my car from the insurance company of the at fault driver from an accident in Nov 2023. They provided me with an appraisal in March 2024 that was not valid by insurance standards. I sent ****** several emails that were not responded to. This company is completely fradulent.

  Business response

  04/15/2024

  Please see the email thread with our client. She was offered $4000 and we have written numerous demand letter including one last week to help her get more money.  Also, our clients don't pay $399. and I don't know how she came up with that number?

    Our client is not eligible for a refund due to the $4000 offer and we emailed her numerous times just last week.  Thanks, ************************; Owner, of ******** 

   

  Please see below. 
  
  ---------- Forwarded message ---------
  From: Self, ***** S <*******************>
  Date: Thu, Apr 11, 2024, 9:23?AM
  Subject: RE: [External] Re: Claim Number FZJ9119 - The Travelers Indemnity Company
  To: ************************* <*************************>
  
  Hello ******,
  
  Thank you for the email.  We are not arguing that you are not *********** damages for the loss in value.  We have hired an unbiased independent appraiser to determine the value and he has determined a value that we feel is reasonable.  At this time, our value is firm.  If you decide to reject this offer and proceed with litigation, please send me a courtesy copy of the filing so we can respond accordingly. 
  
  Respectfully,
  
  
  ***** Self | Claim Professional | Auto
  Travelers
  Mailing Address:  Travelers P.O. Box 430 | *******, ** 14240-0430
  W: ************  F:  ************
  ************** Independent Adjuster License# *******
  *********************, Qualified Manager, CA License #*******
  
  
  From: ************************* <*************************>
  Sent: Tuesday, April 9, 2024 7:17 PM
  To: Self, ***** S <*******************>
  Subject: [External] Re: Claim Number FZJ9119 - The Travelers Indemnity Company
  
  CAUTION: This email came from outside of the company.
  Please exercise caution when opening attachments, clicking links or responding to this email. The original sender of this email is *************************.
  To:Travelers insurance
  Attn:***** Self
  Todays Date: 4/9/24
  
  This correspondence serves the purpose of acknowledging your offer for the diminished value assessment regarding the referenced claim number. The DV appraisal indicated there was a minimum of $10,096.00 in inherent diminished value.
  
  Inherent diminished value is the result of a prospective buyers perception that a damaged and repaired vehicle is not as valuable as another vehicle of the same year, make and model which has never been damaged. This form of diminished value exists even if the vehicle has been completely restored to industry standards and meets all manufacturer specifications. This loss of value results from the perception that the vehicle can never regain its pre-loss value regardless of the quality of repair. We are not claiming for any repair related diminished value which references to non-industry repairs or workmanship that will require corrective action.
  
  All ********* recognize claims for inherent diminished value if the loss was not the persons fault. Even insurance companys own legal witnesses have testified that a potential of diminution in value exists in every automobile accident,and the public perceives a loss of value in any wrecked vehicle and would choose an unwrecked one, assuming the vehicles were otherwise the same. The legal theory behind diminished value claims is based in tort law. Payment of diminished value claims is normally the responsibility of the at-fault partys insurance carrier.
  
  The courts commonsense holding is as follows:
  When a plaintiff proves that repairs to personal property have not restored the property to its pre-injury value, and the plaintiff demonstrates that he or she has been or will be harmed by such loss in value, the plaintiff is *********** damages for the proven lost value.
  
  This holding has not been revised, modified or limited in thirteen years. The insurance company is acting as a fiduciary in this matter since the defendant has purchased car insurance from them. Whether the insurance company has fulfilled its duty to this insured is for the insured (and others like her) to decide. It is true that the defendants insurance companys bottom line may be better off by denying diminished value claims and others like them. Certainly,to resort to litigation under these circumstances is something very, very few claimants will do. Most consumers do not have law degrees so the defendants typically just go away.
  
  I would like to reach a fair settlement in a reasonable amount of time. I will give you the opportunity to settle this matter for a reasonable amount. I am willing to work towards a fair number. I am asking for the amount of $8000.00.
  
  Sincerely,
  *************************
  
  
  
  On Mon, Apr 8, 2024, 11:15?AM <*******************>wrote:
  Hello ******, Attached is the diminished value report from our independent appraiser.At this time, we are able to offer $4000 for the decreased value of your vehicle due to this accident. Please let me know if you have any questions.Sincerely, ***************
  Title: FZJ9119-002 PES DV Report Attach: DAA5647D-A150-47AD-A315-127FA2782F04.pdf
  
  This message (including any attachments) may contain confidential, proprietary, privileged and/or private information. The information is intended to be for the use of the individual or entity designated above. If you are not the intended recipient of this message, please notify the sender immediately, and delete the message and any attachments. Any disclosure, reproduction, distribution or other use of this message or any attachments by an individual or entity other than the intended recipient is prohibited.
  
  TRVDiscDefault::1201

• Initial Complaint

  03/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  ******** was to provide an appraisal report and additional services for steps to resolve a diminished value claim post accident. Report was provided and an estimated value was placed on the vehicle, but there is no context provided as to how the diminished value was determined or the value of the vehicle. I required proof as to where this number came from to provide to the insurance company and requested it in two separate emails. I sent a follow up request stating it had been 72 hours from my initial email and asked for follow up. ******** sent me an email (which seemed to be automated) saying they were waiting for my response. I sent another email stating I have asked the same question 3 times without response and requested the question to be answered or a full refund issued for failure to provide the services agreed upon. Another 72 hours passed without response and this report has now been filed with the BBB and my bank.

  Customer response

  03/26/2024

  ******** is still refusing to provide the only evidence required to proceed with my diminished value claim, even after asking the question four times in separate emails. Instead of answering the question, they are deliberately delaying and withholding the information both State Farm and I need to even begin negotiations. 
  

  State Farm needs to know where the values came from to determine validity of the claim, as stated multiple times in my emails and the emails fwdd to ********. 

  Business response

  03/31/2024

  This client has an offer of $1500 and we are trying to help him get additional money.  He refuses to complete the insurance commissioner complaint for us to help him further and continues to demand a refund even though we have sent him the refund policy. He is not eligible for a refund. We have legally proven DV per the state law and we work for attorneys daily all over the nation.  We have completed over ****** DV Claims Nationally for the last ****************************************** almost every state.  This client continues to document how he knows what is relevant and how we are wasting his time by trying to help him further. 

  ************************* Owner of ********

  The issue is not failing to follow steps on my end. I would submit the complaint if necessary, but that is not relevant. They are offering me $1500 because they know I have a case, but they arent going to issue $8900 because they have no evidence that the vehicle has depreciated that much. 
  
  However,******** has failed to provide any proof of diminished value per the first step, which is generating the report. There is no indication of how you came to the value, which is exactly what you were paid for. 
  
  
  
  On Mar 29, 2024, at 10:22, ************************* <******@autoloss.com> wrote:
  
  We have sent you what is needed for a refund and to help you with the next step. Since you have made the BBB complaint we will correspond with you thru that.  ***********; I will also use this thread with the BBB etc to show how we have tried to help you and you refuse to follow directions.   
  
  From: *********************** <***********************>
  Sent: Tuesday, March 26, 2024 3:23 PM
  To: ********************* <****************************************;
  Cc: ******** Support <********************************>
  Subject: Re: Demand Letter
  
  ******,
  
  You are deliberately wasting my time. I asked you how you came up with the $8,900 diminished value and $50,000 for the vehicle FOUR times without response. Filing a complaint is an unnecessary step! All I need to know is how this value was determined for State Farm to agree or disagree as this is not proven in the report, just your opinion. 
  
  If they agree, I can continue negotiating with them. If they disagree at that point, the next step would be to file a complaint. As stated,please provide where and how you obtained the two values or refund my money. 
  
  
  
  
  On Mar 26, 2024, at 16:14,********************* <****************************************;wrote:
  
  We have told you that the next step is the commissioner compliant.. Once you get  a reply from them we can help you further..  also, our refund policy is on www.************ and the BBB backs our policy.. ******
  
  From: *********************** <***********************>
  Sent: Friday, March 22, 2024 12:55 PM
  To: ********************* <****************************************;
  Cc: ******** Support <********************************>
  Subject: Re: Demand Letter
  
  ******,
  
  Please provide a refund for the services that were not provided. The service received were not as promised and I have not received communication  in response to an email sent 72 hours ago. 
  
  Please confirm this is taken care of or I will dispute with the bank and file a BBB complaint 03/25. 
  
  ***********************;
  
  
  
  
  
  On Mar 19, 2024, at 18:45, *********************** wrote:
  
  ******,
  
  Ive asked the same question twice and asked once as a follow up to an email with my question. 
  
  They need to know how the DV of $8900 was determined and how you estimate my vehicle is now worth around $50,000.  That is the evidence that I need. Right now, this is just a guess of a value, which is no better than me telling them my neighbor said my vehicle is worth $40,000. 
  
  Please provide this information, as I have requested it 4 times now. If you cant provide this, please let me know as I will request a full refund from you for failure to provide the promised service. If you will not provide this, I will consult with my bank for fraudulent charges and file a complaint with the BBB against ********. 
  
  Thank you,
  ***********************;
  
  
  
  
  
  On Mar 19, 2024, at 15:06,********************* <****************************************;wrote:
  
  Insurance Commissioner complaint:
  Per the email and position below, the next step is to file a formal complaint to the insurance commissioner regarding their delay tactics and actions in bad faith.Please see the link for filing a formal complaint and attach all correspondence (or lack thereof) with the insurance company along with your report as evidence. I have included a sample complaint for your reference below. We cannot assist you with filing the complaint. If you have any questions regarding the filings, a number should be provided on the commissioners website for assistance.
  
  ***********************************************
  
  
  
  To whom it may concern:
  RE:Complaint against (Insurance CO)
  

  Customer response

  03/31/2024

   
  Complaint: 21488530
  
  I am rejecting this response because:
  

  1) $1500 offer from the insurance company is because they know I have a case against them, but that the ******** report fails to provide any factual evidence of how the value was obtained. The insurance company told me to ******** unless this is proven.

  2) You did not send the refund policy, but instead just sent a link to the company website.

  3) ******** has been nothing but a headache to try and talk to someone. You ask for ***** hours before expecting a response, I had gone over a week at time before hearing from you, even with sending multiple emails. I called several times and whomever answered the phone passed a message to you and said you would call me back, which never happened. I called back 5-6 hours later and they deliberately hung up on me when requesting a manager.

  4) I had to call you 3 times because you never sent the DV report to the insurance company, even when it was stated that it would be sent that day. I even emailed about that and did not receive a response.

  5) Show me in the report where your valuation is proven on facts, not opinions, and we can file the insurance commission complaint. I paid for a report to be based on facts, which has failed to be delivered.

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

  Customer response

  03/31/2024

  All correspondence included with ********.

  ******** assigns an arbitrary value to vehicle loss as they are unwilling to provide any physical proof 

  Customer response

  04/04/2024

  I have every right, and so does the insurance company, to question and receive answers about the service provided and its validity. The fact that the company refuses to provide answers and the BBB fails to recognize a company operating in bad faith is both discouraging and disgraceful. 

• Initial Complaint

  02/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On October 14, 2023, I paid for diminished value report. A preliminary report was issued. I was never given final report to this date, despite being told that one would be sent one week ago. Business does not respond to emails.

  Business response

  02/18/2024

  Please see the thread between us and this client.  The client had the report and stated he wanted us to wait to turn in the claim.. Once he approved of the report it was sent in.   ************************* Owner of ********

  The report was sent to you. Please see the above.. You stated in writing you did not want to turn in the claim till the repairs were completed.. Let us know how we can help you further. ******
  
  From: *********************** <*********************>
  Sent: Sunday, February 11, **** 7:36 PM
  To: ********************* <******@autoloss.com>
  Subject: Re: Bumper estimate (for *********************** 2014 Porsche 911 50th Anniversary Edition)
  
  ******,
  Did I miss something, or did you forget something?
  Thanks,
  *******
  
  Sent from my iPad
  
  On Feb 5, ****, at 10:08?AM,********************* <****************************************;wrote:
  
  We will review this and get back to you in ***** business hours.
  Thanks for your patience,
  
  *************************, Licensed Auto Appraiser
  President | CEO | Senior Appraiser
  
  ********, Inc.
  The Diminished ******************
  ************** (Toll Free)
  ************ (Local ******** Office)
  ************ ( Toll Free Fax Number)
  ******@************- Email
  www.************ - Website
  A Better Business Bureau Accredited Business
  Celebrating Over 20 years of service
  
  
  From: *********************** <*********************>
  Sent: Saturday, February 3, **** 11:19 AM
  To: ********************* <****************************************;
  Subject: Re: Bumper estimate (for *********************** 2014 Porsche 911 50th Anniversary Edition)
  
  ******, 
  I finally got a DV offer from the insurance company, Progressive.  The claim number is 23-9634301.  The adjuster is *********************, and offered me $6250 for only diminished value.  He can be reached at ******************************** and at ************.
  Do I have a copy of the final report?
  Thanks, 
  ***********************

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was hit by another vehicle while it was parked in July of 2023. The other partys insurance accepted 100% fault and repaired my car for a total of $9,000. I used autoloss.com to make a diminished value claim and paid them upfront. After months of following there directions they have not been able to get me anything even though they market a 100% guarantee. Auto loss keeps asking me to go places, talk to dealerships and do all the leg work I paid them to do. I just want them to either get me my diminished value money or give me my money back for failing to do what I hired them to do.

  Business response

  02/01/2024

  Thanks for contacting us.  As part of the process we ask clients to get us a local dealer quote.  We email the client where to get the online quote KBB, Carguru etc.. This client refuses to follow the process we have outlined for him.  Please see the below thread between us and our client. Thanks, ***********;

   

  I have attempted to get a quote on my cars worth before the accident for months and have been unable to retrieve one. Every place requires my vin on license plate which shows the accident. I can. It obtain a pre accident value 
  
  
  *******************************
  
  CEO
  ***********************
  Email: **************************************************
  Phone: **************
  
  " A man must be big enough to admit his mistakes, smart enough to profit from them, and strong enough to correct them "
  
  
  
  
  
  
  
   
  Confidentiality Statement & Notice: This email is covered by the ********** Communications Privacy Act, 18 U.S.C. 2510-2521 and intended only for the use of the individual or entity to whom it is addressed as it may contain confidential and legally privileged information subject to the attorney/client privilege. E-mail transmission is not intended to waive the attorney-client privilege or any other privilege. Any review, retransmission, dissemination to unauthorized persons or other use of the original message and any attachments is strictly prohibited. If you received this electronic transmission in error,please reply to the above-referenced sender about the error and permanently delete this message. Thank you for your cooperation
  
  
  On Tue, Oct 31, 2023 at 13:45 ********************* <****************************************; wrote:
  Getting a dealer quote:  
  The report we submitted for you is your proof of pre-loss value.  Now we need to be able to show proof of post-loss value. We will need to incorporate a dealer quote into your demand letter to do so. A quote for the value of the vehicle with the accident considered will add strength to the claim. The DV manual that ****** sent you originally goes over this step.  Send me a quote and we will draft the demand letter. The true measure of a damaged vehicle's inherent loss in value can be measured as the difference in the value of the vehicle before the loss to that after the loss, prior to or after repair.  Just simply state, My car was in an accident; Im thinking about trading it in and was wondering what youll give me for it..  Sometimes your accident isnt posted in Carfax or Autocheck yet.  To be on the safe side, please bring along a copy of your final repair bill. Please make certain that you do NOT mention diminished value at all.Remember, if they wont give you a printout of their appraisal, thats okay. A business card from the dealership with the trade-in amount wrote down on it will be acceptable. If you are not able to get a quote in person, we suggest getting a quote online from places like Carvana, Autotrader, or Vroom. Prices online tend to not be as inflated as they are in person, which helps are numbers in our report. Please send a copy of the trade in offer you receive, and we can draft you up a demand letter. 
  
  Thank you, 
  
  Support Team 
  Autoloss.com 
  ************ 
  
  
  From: ************************* <**************************************************>
  Sent: Monday, October 2, 2023 4:24 AM
  To: ********************* <****************************************;
  
  Subject: Re: ************************* Diminished Value-********
  
  Yes, please proceed.
  
  
  On Sun, Oct 1, 2023 at 11:48 ********************* <****************************************;wrote:
  Can we send in the updated claim for you? Monica 

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Went with ******** as Ive seen mainly good reviews. As soon as I paid I was told Id get instructions the next day which I did, then they went on a week vacation for the holidays (Understandable). During that time I figured Id try and haggle the insurance company myself up from their original offer of $1000. I did so successfully with no help from ********. When they returned from vacation they sent me documents to send to the insurance adjuster showing the $2250 I was at currently in the negotiations wasnt enough. At that point the adjuster messaged me back rescinding their offer back to $1000. At this point I was furious and just wanted to be done with ******** as they had caused me to lose money, I asked ****** for a refund but was denied one so here we are. Dont give these people your money this is a situation you can easily take care of yourself if you have some patience.

  Business response

  01/22/2024

  This client has been approved for a refund.  We did not cause him to lose money.  While we were on vacation for the holidays this client emailed the adjuster numerous times which we did not facilitate for him.  Once the adjuster received our report our client received thousands of dollars more than the initial offer then it appears the offer was withdrawn but the client never let us help him.. ************************;

• Initial Complaint

  12/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Spoke with ************************* of Autoloss.com on Dec 11 2023. Hired her to get State Farm to pay for diminished value of my car that was hit and run on Oct 11 2023. Paid her $325. Money back guarantee is specified on there website. On Dec 13th 2023 she sent info to State farm to prove of diminished value. State farm denied claim. Claiming she did not prove adequately the diminished value. Sent multiple emails asking for help to resolve the denial by State farm. I also left a phone message. No return call or follow up email was sent back to me. On Dec 21 2023 I emailed and asked for a refund because her company failed to answer emails or phone calls. Or to find any resolution to my claim. I stated clearly that I am on Disability and could not afford to lose $325 if I wasn't sure they would follow through on the commitment to there customer. I can only conclude that this must be a ****************** I also filed a complaint with Capitol One to get charges reversed. Once again no response has been heard from them. They clearly say to look for emails from them to assist further. No contacts have ever made after Dec 13 2023.

  Business response

  01/10/2024

  It appears this client emailed ** on 12/18/23 and we missed the email.  We were gone for the holidays and now that we received the complaint from the BBB we just emailed the client to help them further. ************************;

  Customer response

  01/17/2024

  ******** finally responded with this. Said it would follow up but has not as of 1 17 ****

  Business response

  02/26/2024

  We have responded to our client. They stated they completed a dispute with the credit card and we have waited to respond to that. Also, we did provide the pre loss value and we have sent them the refund policy.  We want this client to be happy.. ************************* Owner of ******** 

• Initial Complaint

  12/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was I would get a refund if the diminished value claim for my car was rejected which it was but I keep getting the run around for the refund I been emailing ****** for months with no resolution. I had to wait till the commissioner responded and now they want the last email from my insurance which they already have. This was my last option to try to get a refund from them.

  Business response

  01/10/2024

  Sure, we were gone for the holidays and our last correspondence was asking if the client wanted to *** the person that hit them.  We have no problems sending them a refund. Please send us your address. Thanks so much,  ************************;

• Initial Complaint

  12/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  No explained details No, call back Hangs up in your face when trying to get information about your claim!.****** will take your money and then fake the claim knowing that the documents that she sent does not work

  Business response

  12/08/2023

  Please see the email thread between us and this client.. We sent her the directions in writing a few times, we emailed her the directions a few times, and spent 20 minutes explaining the easy process to her on the phone.  She called back later and I put her on hold to pull up the file and she stated I hung up on her.  Please see the email thread below.  ************************* .  

   

  I put you on hold after telling you I was putting you on hold.Once I came back you were gone and I emailed you.. you need to call the adjuster later this week and get an offer in writing so we can help you further. We have also emailed you the directions as well as ******** spending over 20 minutes with you today. We can help you once you get the offer in writing.  Thanks,  ******
  
  From: A-List Artist <************************>
  Sent: Tuesday, December 5, 2023 3:33 PM
  To: ********************* <****************************************;
  Subject: Re: Claim #: 43-46V9-66C
  
  NO I WAS THERE YOU SAID WHAT HAD TO SAY AND HUNG UP. 
  THIS IS VERY UNPROFESSIONAL AND I THINK TIS IS A FRUSTRATED BUSINESS!
  I WAS I HAVE READ THE REVIEWS FIRST !
  
  
  Sent from A-LIST iPhone
  
  On Dec 5, 2023, at 5:01 PM,********************* <****************************************;wrote:
  
  
  Hi ******,
  
  Attached is a signed copy of the report for your records that was sent out successfully. We recommend calling the adjuster to request an update if you are not contacted in the next 2-3 business days. Please have the adjuster reassert their position in writing for us to assist you accordingly. It is common for the adjuster to state they have not received our report, it is a delay tactic we experience frequently. If that is the case, please let us know and we can resend it out for you. The Support desk will also be corresponding with you during the process and assisting you, so look out for emails from them.
  The attached manual ****** had sent previously helps guide you throughout this process as well. Please feel free to contact us with any questions or concerns.
  
  Thank you,
  
  Support Team
  Autoloss.com

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 28th 2023, I provided ********************* from ******** with a denial from the **** of ***** Vehicles for my diminished value claim in order to get a refund from ******** for their service. I previously provided ******** with multiple forms of proof of denial from the insurance company as well. They claimed a money back guarantee when I paid for the service over the phone and gave no info on exceptions to the refund there or in the email they sent with fee info. I requested a refund and was simply told to look at their policy online and then given no further replies.

  Business response

  10/17/2023

  sure, see what is needed for a refund on www.autoloss.com..  Once we get that information we can review your file for a possible refund. Thanks, ***********;

• Initial Complaint

  09/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ****** and her team failed to secure me a diminished value check larger than the one my insurance originally offered and getting a refund from her has been like pulling teeth.I was under the presumption that ****** initiated a refund to be sent back to me but instead continued to contact my insurance to drop my initial request of $4000 down to $500 in order to dodge cutting me a refund. This is an insane breach of trust as why would she try to do everything in her power just drop the loss value so significantly. Considering my initial check was for $273, this wouldve been a smaller refund anyways.At this point I accepted the original check from my insurance and gained nothing. I notified her of this and that I needed a refund sent back to me. More and more days go by of being ignored over email and I initiate a chargeback with my credit card company because I was nearing almost 180 days since I paid for ******* services (an insane amount of time, right?)****** finally responds that she will tell the bank to accept the chargeback as a valid form of receiving my refund. Fast forward today, my bank emails me telling me that ******** fought my chargeback and would recredit my account, meaning ****** has YET to give me a refund.I am requesting an immediate refund of $325 before I take legal action.

  Customer response

  09/28/2023

  Hello, you may close this complaint as the merchant got back to me and issued a refund.

  Business response

  10/01/2023

  As soon as I got this complaint we credited the clients credit card. We never fought the chargeback but somehow the bank did not credit the card so we  did.  We want our clients to be happy.. ************************;

  Customer response

  10/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

*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. ↩