Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/26/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired this company in early Nov.of 2024 to help me with two non fault auto accidents to recoup the diminished value of my vehicles for being involved in said accidents. Very proactive until they receive your payment for their services and then nothing but incompetence and frustration because they do not provide the help promised. I am sick of dealing with their boilerplate answers and lack of services promised. Nothing has been resolved on either claim/vehicle and all I receive from them is the run around . I paid $460.00 for their help. I have all the correspondences with autoloss.com and will be glad to share them with you to show the lack of help provided to me.

  Business Response

  Date: 03/02/2025

  We have completed 2 claims for this client:

  1. The first claim the insurance company stated they were not at fault in the claim.  As we told the client initially we cant help on a DV claim if the other insurance company does not take liability. We referred him to small claims court. Per our refund policy on www.autoloss you are not eligible for a refund if liability an issue. 

  2. The second claim we have continuously tried to help the client.  The client refuses to follow directions and continuously is in not appropriate. We have still tried to help him on this claim.  

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22993573
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 03/21/2025

  Please see attached rejection 

  Business Response

  Date: 04/10/2025

  This client was sent the refund policy many times.  He refused to follow the process so he was refused for the refund. Also, we don't charge $450 so I would love to see his paid invoice showing he paid $450.  ****** ****** Owner of Autoloss

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 22993573
  
  

  I Disagree with Ms. ****** and Autoloss again.  As Usual Miss ****** and her team do not look at the emails or responses that are sent to them . The invoice was attached to the last rebuttal with autoloss.com. They simply send you canned responses, will not return your phone calls and will not respond to the emails with any type of logical answer. I will forward the email with their receipt where I paid the amount that she says we don't charge $460.00.....  because she did charge that amount. The whole process on the one claim was so frustrating and so mishandled that the second claim on the ***** CRV I did not want these people Representing me in any shape form or fashion.  

   ****** *.  I will forward you the email (in a separate email) to follow this one with the paid invoice attached. 

  Thanks 

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

  Business Response

  Date: 04/20/2025

  yes, we did 2 reports that is why he was charged $450 plus the processing fee.  We never charge $450 for one claim so yes I was correct.  He is not eligible for a refund and we have emailed him that many times.  ****** Fisher 

  Customer Answer

  Date: 04/20/2025

   
  Complaint: 22993573
  
  I am rejecting this response because: just like every other communication with these morons, they don't go back and review any of the communications, or see which claim that you're responding to. Canned BS answers that have no bearing on what you asked. No, she is not correct about charging 450 dollars. She is the one that said they didn't charge that!!! I didn't ..... remember what I just said about responding or checking the correspondences Wrong again ! If you look back 2 messages ago, I had sent a copy and paste portion of the receipt, and she obviously she did not believe. Just out of the blue she said " We don't charge that". Basically just like now, calling me a liar. That is the reason I sent the original receipt. I'll say it again and again and again all they do is send canned responses. She hasn't done anything to resolve one of the claims and as I said in the one of the past communication I don't want these idiots representing me for anything. They are incompetent and don't do anything that they say they're going to do. They could not do something as simple as keep the claims separate. They would respond with the wrong claim number and as usual she changed her story time and time again. Her statements were.... well they owe you this this amount, no well now you have to take em to small claims court oh no you have to do this, oh well no you have to do this. I have also copied and pasted the response from some true professionals about how she has no merit in her so called claims. ******** reports have no merit. She runs her so called business when it is really nothing but a scam.I would not send or recommend my worst enemy to Idiots. SEND ME MY MONEY BACK per you statement on YOUR RECEIPT !!!!!!!!!!! Nothing has been recovered. The only thing I have received from AutoLoss is a lot of heartburn and frustration when dealing with them. One BIG SCAM!  Anybody reading this please do yourself a favor do not hire these people, please do not waste your time.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:02/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October 2024, I paid ****** ****** (AutoLoss) $360 for a diminished value claim. She had said that it is a refundable amount, and will be refunded in full if the claim does not go through. She had also said that based on the details my case was strong and should expect 90% of the claim value filed in 4-6 weeks. I later on realized that she is a scammer running a completely fraud business. She prepared a lousy report that was rejected by the insurance and the claim was denied. I made several calls and sent numerous emails and received no response or support. Finally i asked for refund. After several attempts she finally agreed to refunding the amount in Dec in email. I never received the payment and after contacting her office several times, she again agreed to refunding the amount in email but there still has been no refund issued. Just as other people have stated she is rude and complete fraud and strict action needs to be taken against the business and it needs to be shut down to prevent more people from being scammed.

  Business Response

  Date: 02/14/2025

  Please see the response from us on this claim.  The client was denied due to not having the correct coverage.  I sent them the refund policy showing we did not have to refund the fee but we wanted to be professional so we stated we would refund them the fee of $200.  Next, the client goes to the BBB stating we are a scam.  We have hundreds of 5 star reviews and we have been in business over ***************************** almost every state.  We were being nice by offering a partial refund.    ****** ****** Owner of Autoloss 

  I paid 350 and the full amount needs to be refunded. 
  
  On Jan 29, 2025, at 11:43?AM, ****** ****** <******@autoloss.com>wrote:
  
  We can send you a check for $200. Thanks, ******
  
  From: Sachin M <***********************************>
  Sent: Wednesday, December 18, 2024 6:46 PM
  To: ****** ****** <*************************************>
  Cc: Autoloss Support <********************************>
  Subject: Re: DV UPDATE 2
  
  **********************************************************************
  
  Please confirm when the check is mailed. 
  
  
  
  On Dec 16, 2024, at 10:19?PM,****** ****** <*************************************>wrote:
  
  Please forward us  your address and our cpa will mail you a check in 30 days Please see our refund policy on ****************.  Also, we dont have to give you back your fee per our policy because your case was denied due to your policy not having the correct coverage. We are making an exception. Thankis, ******
  From: Sachin M <***********************************>
  Sent: Friday, December 13, 2024 10:32 AM
  To: ****** ****** <*************************************>
  Cc: Autoloss Support <********************************>
  Subject: Re: DV UPDATE 2
  
  ****** - as discussed please read the letters first that were in the email from Dec 5 and then advise. If there is nothing you can do to help please issue a refund. 
  
  It is quite astonishing that after 2 emails and 3 calls with your secretary ***** over several days you follow up without even reading the documents.
  
  
  
  On Dec 13, 2024, at 9:45?AM,****** ****** <*************************************>wrote:
  
  I got your message. Please have Farmers document where in your policy under the under insured motorist  DV is excluded.. ******
  
  From: Sachin M <***********************************>
  Sent: Thursday, December 5, 2024 4:53 PM
  To: Autoloss Support <********************************>
  Cc: ****** ****** <*************************************>
  Subject: Re: DV UPDATE 2
  
  Hi ******
  
  Attached are the two denial letters from Bristol West and ****************** Please advise on the next steps. 
  
  ******* is other persons insurance and they have reimbursed 22.8K to my insurance company Farmers for repairs and hence are saying they have reached the coverage limit of their client. 
  
  My insurance Farmers is saying that they wont cover diminished value claim under the policy. 
  
  Let me know how to proceed. Shouldnt my claim on Bristol take precedence over Farmers reimbursement ? 
  
  Sachin
  
  
  
  
  
  
  On Nov 12, 2024, at 8:09?PM,Autoloss Support <********************************>wrote:
  
  Hello,
  
  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, **** 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
  ************  
  Please dont forget to cc ******************* in anything you send to me. This will guarantee a quick response. We will get back to you within 24 to 48 hours
  
  m.   Please see teh below thread between us and this client .  

  Customer Answer

  Date: 02/15/2025

   
  Complaint: 22935101
  
  I am rejecting this response because:

  They did not upload the final message. Attaching the email exchange including the final message. She is a complete fraud and BBB complaint is the only way to get the refund from her. Her business needs to be shut down anyway to save others from being scammed. It is tragic and stressful to be in an accident without any fault and then to deal with insurance. On top of all that vultures like her prey on victims of accident and insurance and try to scam them.

  Note the timeline below - 

  Dec 16 - She agrees to refund, no mention that it would be partial. Also states that check will be mailed in 30 days

  I called her office several times in Jan and told them that i have not received the check and her assistant ***** said after talking to her that it can arrive anytime.

  Jan 29 -After my repeated calls, ****** emails that they can send a check for 200

  Jan 29 - I reply back that i paid 350 and full amount needs to be refunded

  Feb 1 - ****** emails "Done"

  Feb 12 - I file the BBB complaint as no check was received till then

   

   

  
  Sincerely,
  
  Sachin M

  Business Response

  Date: 02/23/2025

  Please see the below.. We stated she would be refunded $200 and per www.autoloss.com the checks go out in 30 days. ****** Fisher 

  I paid 350 and the full amount needs to be refunded. 
  
  On Jan 29, 2025, at 11:43?AM, ****** ****** <*************************************>wrote:
  
  We can send you a check for $200. Thanks, Monica 

   

• Initial Complaint

  Date:01/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Refund Not Issued Dear Better Business Bureau,I am filing a formal complaint against ************ specifically regarding their failure to honor their refund guarantee and their lack of support in handling my claim.I initially engaged ************ to assist with my diminished value claim, under the assurance that they would provide a competent appraisal and offer full support throughout the process. Additionally, they explicitly guaranteed a refund if my claim was denied.However, my claim was denied, and despite repeated follow-ups over the past 15 days, I have received no meaningful support. My attempts to reach them via phone have been ignored, and the email responses I received were vague and unhelpful.Furthermore, their appraisal report failed to mention any condition related to prior loss, and at no point during the claim preparation was I asked to disclose any prior damage to my vehicle. There is no section in their report that even considers this factor, yet this omission led to my claim being rejected. The companys negligence and incompetent report have caused me financial loss and unnecessary frustration.Despite multiple requests for my promised refund, the business has failed to process it. I have clearly communicated my concerns with ****** from the company, but they have refused to take responsibility for their subpar service.I am requesting the Better Business Bureau to intervene and hold AUTOLOSS *** accountable for their lack of integrity and failure to uphold their commitments. I seek a full refund as originally guaranteed, along with an acknowledgment of their poor service.Please find attached my email communications with the company as supporting evidence. I appreciate your prompt attention to this *********** regards,******** ******

  Business Response

  Date: 02/02/2025

  This client was denied his diminished value check because he had a prior loss he did not tell us about.  We sent him the refund policy stating he cant get his money back but we wanted to give him back $150.  In retaliation he completed a BBB complaint even though the claim was denied due to his fault in the process.  Please see below regarding our thread.  ****** ****** Owner of Autoloss 

   

   

  In your claim  guarantee, there was never any mention of conditions such as prior lossneither in our email exchanges nor in any of our conversations.
  
  Furthermore, during the preparation of my diminished value claim, you never requested any disclosure of prior loss regarding my vehicle. There is no checkbox or section in the appraisal report that even addresses this matter.
  
  As a result, it is my greater loss that my claim has been denied due to an incomplete and incompetent report. Additionally, despite your assurances of support throughout the process, I have received zero assistance from you in responding to the insurance company.
  
  Given these circumstances, I request a full refund as promised. 
  This is not only a matter of fairness but also a reflection of your integrity and business values. 
  
  Reneging on your commitment raises serious concerns about your credibility.
  Please refund the full amount and confirm me back once done 
  Best Regards
  Abhishek
   iPhone, iTypo, iApologize 
  ?? ***************
  
  
  On Thu, Jan 30, 2025 at 12:02?PM ****** ****** <******@autoloss.com>wrote:
  Your claim was denied due to a prior loss. 
  
  Please see ***************.   It states if the claim is denied due to a prior loss you are not eligible for a refund.  We are able to offer you $150.  Please send us your address. Monica  

  Customer Answer

  Date: 02/02/2025

   
  Complaint: 22880350
  
  I am rejecting this response because: this is completely a lie. As I have mentioned before no where in the process I was asked about prior loss. As a matter of fact even in the report there is no section that even discuss about prior loss or a click mark to indicate whether  this vehicle incurred a prior loss or not 
  
  Sincerely,
  
  ******** ******

  Customer Answer

  Date: 02/09/2025

  As I previously stated, the claim made by AUTOLOSS that I concealed any prior loss is false. In fact, at no point during the entire process was I asked about any such loss. I demand proof that I was ever required to disclose any prior loss

  Business Response

  Date: 02/18/2025

  We ask every client if the vehicle has been in a prior loss and this client stated the vehicle had never been in a prior loss/ damage.  Please see the below where the client states the vehicle had no prior damage.    Also, the refund policy is on www.autoloss.com.  Monica 

   

  The accident he was referring too was just a minor scuff to my front number.
  
  No damage to car whatsoever.  There is no repair as there was no damage 
  
  
  Best Regards
  Abhishek
   iPhone, iTypo, iApologize 
  ?? ***************
  
  
  On Fri, Jan 17, 2025 at 3:26?PM ****** ****** <*************************************>wrote:
  Please get information on the prior loss so we can amend the claim for you.. ******
  
  From: abhishek ***** ****** <***************************>
  Sent: Wednesday, January 15, 2025 7:14 AM
  To: ****** ****** <*************************************>
  Subject: Fwd: 1000208164|1000208164|diminished value denial to clmt -******|Claim Folder|LTTRS|MailEmail
  
  Hi Monica 
  
  Response I got from insurance company 
  
  
  Best Regards
  Abhishek
   iPhone, iTypo, iApologize 
  ?? ***************

   

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22880350
  
  I am rejecting this response because: Because is not true in their response. I request the business to show me evidence where they have asked me about disclosing any prior loss. 
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:01/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i paid for a diminished value claim that according to their website comes with a money back guarantee and that statement is false. i sent the report to ************* and it was denied. The company offered me $425.75 not the $3100.00 from this companies report. I asked for a refund since it was supposed to come with a money back guarantee and the owner ****** want's me to jump through hoops to get the refund. I am very busy and only want what is owed to me. I think they should be required to remove the guarantee from their website since they do not honor that obligation.

  Business Response

  Date: 02/02/2025

  Thanks for the email.   This client called us out of blue this week demanding a refund for his fee.. I asked him to send us a copy of the denial so we could write up a letter to get him his money. This DV process is also outlined in the DV manual we have sent this client a few times.  Our client stated he wanted a refund now and he was not going to send me anything.  Next, he stated he received an offer over $400 but was the amount I allegedly guaranteed.  I stated I wanted to help him get more money other than the $400.   He stated, Nope i just want a refund and if you don't give me a refund I will do a BBB compliant and do a chargeback and get my money back then he hung up on me.   I emailed him to document our conversation for the BBB company and the merchant account.  I had stated you will not be getting a refund and we want to help you further.  Please see the below regarding the email correspondence..  He  is stating he will see me in court for the $325.  Thanks, ****** ****** Owner of Autoloss 

   

  I tried however you will be receiving some paper in the mail. I tried but i am now finished and i do not understand why you are taking a stand on $335 but i will prevail in court see you there.
  
  On Thursday, January 30, 2025 at 11:24:09 AM CST, ****** ****** <*************************************> wrote:
  
  
  You just started the process so in no way are you at the end of the process
  You received over the appraisal fee for the DV offer so you would not be able to get your fee back per the invoice/ website.   We are trying to help you get more money. ****** ******
  
  From: ******************** <********************>
  Sent: Thursday, January 30, 2025 9:22 AM
  To: ****** ****** <*************************************>
  Subject: ***** ****** 2020 ********
  
  here is a copy of the invoice that states at the end of the process is i do not get at least my fee paid by company i am guaranteed money back. I did not get that from the company and the process is over they mailed me a check for $425.75 which is their evaluation of the diminished value and nothing more. the receipt does not state whether the end of my process or your process so i want to exercise my option for the money back guarantee. 

• Initial Complaint

  Date:10/26/2024

  Type:Sales and Advertising 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 reached out to Autoloss about 3 weeks ago to help me with a claim and I had spoke to ****** she explained how all I do is pay the fee of I believe $350 (I didnt get anything from this company no reciept and I dont have my statement yet) she will write the report and then if it is turned down or had issues she will contact the insurance company and I didnt have to do anything she would assist .She then tells me she doesnt get me money 100% money back guarantee. Then before she hangs up she tells me it can take 28 or 48 hours for her to respond . My claim was turned down a hour after i submitted her report. I called ******,sent her numerous emails on next step no response now for over a week. I called insurance company to see why they turned it down and I was told **** have to go through my lawyer since its a personal injury case as well so Im not allowed to contact the insurance company myself to try again or see why her report was turned down. I have emailed her a couple times about my refund and emailed numerous times for next steps and no response and her phone just rings and rings . I just want my refund she didnt do the service we agreed apon she voided any business agreement we had and she said she doesnt get me any money with my car deminished value 100% money back. I am reading some reviews where it says to contract the insurance to complain or file a complaint with them before she will refund any money . We didnt agree to that and Im not allowed to communicate with the insurance company so thats out and that was never stated or signed for . I have no receipt or agreement with ********. I need my refund back she didnt do her part and my claim was denied. I attached the emails that she didnt respond to and her last email she sent me .

  Business Response

  Date: 10/29/2024

  After we sent in the claim and CC our client I did not receive any emails from this client. I am calling her today to go over the claim and issues with her. We always get back to our customers. It appears maybe this client is texting us? If so our phones are business phones and don't take text. I will resolve this ASAP.. Also, this client paid $335 and we did send her a paid invoice and I resent that to her. ****** ****** Owner of Autoloss 

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22476759
  
  I am rejecting this response because: This business has not emailed me at all or answered my numerous emails as I have sent proof . And I left her voicemail not text . I want my money refunded due to breach of contract today!  She has had a couple weeks to respond by phone or email and she has not did either . This company has this track record . I want my money refunded!
  
  Sincerely,
  
  ********* ******

  Customer Answer

  Date: 10/31/2024

  So ****** with Autoloss replied to all the emails that she claims she never received and keeps replying about not getting the emails(as she responded as a reply to them,not sending a new email) and ignoring that she owes me a refund everytime I email her and ask her to refund me asap. My next step is disputing this matter with my bank .  

  Business Response

  Date: 11/05/2024

  This client was sent a paid invoice and I can send a copy of that email which I sent to her a few times. Also, I did not get any email from the *****, etc. We have emailed her that we would refund the fee of the $155 the amount. Please see the below for correspondence between our client and us. Thanks, ****** ****** Owner of Autoloss 

   

  No it was this one ,you replied to all the emails when you finally responded . Explain that .  Anyway Ill take other measures with my refund . 
  
  On Thu, Oct 31, 2024 at 6:25?AM ****** ****** <*************************************>wrote:
  You are emailing something with an S.. If you are emailing support you have to CC me at ********************* I never got those emails. ******
  
  From: ********* ****** <******************************>
  Sent: Wednesday, October 30, 2024 7:31 AM
  To: ****** ****** <*************************************>
  Subject: Re: DV UPDATE
  
  They have always been sent  to this email . As I just replied to all your emails .  Please advise when you will be sending the 155$ . Ty 
  
  On Tue, Oct 29, 2024 at 9:33?AM ****** ****** <*************************************>wrote:
  Im not seeing where you emailed me the below.. Did you email ***************************************************************, ******
  
  From: ********* ****** <******************************>
  Sent: Tuesday, October 29, 2024 9:31 AM
  To: ****** ****** <*************************************>
  Subject: Re: DV UPDATE
  
  You literally just replied to all my emails . I am at work .  You havent replied to me at all until I put in a complaint against your company with the BBB . You cannot help me further as I was told by the insurance company legally they cannot contact me further on this matter as there is  a case thats against the driver who hit me. So I will pay the 75$ for the report you sent but I want a refund for the remaining money which is  $155. See attached I have been emailing you for two weeks . Let me know when you get that refund check in the mail or return it to my card . 
  

• Initial Complaint

  Date:10/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  False representation on a Diminished Value claim for a vehicle accident. AutoLoss was utterly inattentive to the details of my situation, unaccountable for the inaccurate (boilerplate) advice they gave and failed to refund my fee per their policy. Also, made an extortionary refund offer *if* I would agree to remove a negative ****** review. ****I have previously uploaded a mountain of supporting documents to AutoLoss.

  Business Response

  Date: 10/20/2024

  Sure, this client had a previous loss and she was turned down due to the prior loss for her DV Claim. She was not eligible for a refund due to the prior loss but since it is very important for our clients to be happy we have mailed her out a refund check. she should have a check any day.  We asked her to take down the review since we are going above and beyond to help her.   We are one of the only appraisal companies that offers a money back guarantee. It is very important our clients are happy and that is why we have been in business over 25 years. ****** ****** Owner of Autoloss 

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22438464
  
  I am rejecting this response because: 

  Autoloss had not accepted responsibility for failing to pay proper attention to my situation from the outset (see attached initial outreach email)

  ****** keeps returning to 'prior loss' as the fatal blow to my DV case, but it was the *very first* issue I raised when I reached out to AutoLoss.

  I've wasted so much time and energy - my own and insurers - it is just absurd. AutoLoss egged the case on through multiple rejections with boilerplate responses.

  AutoLoss added insult to injury with a heavy-handed requirement for me to take down a negative review in order for them to honor the refund policy they don't care to acknowledge ********************************************************

  In my experience, AutoLoss has been utterly careless and unaccountable.
  
  ***** ****

• Initial Complaint

  Date:08/29/2024

  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 begin the online portion of the quote for diminished value for my brand new 2024 *** M4 competition xdrive (which I was trying to sell prior to the accident) when another person at fault caused the value to my car to go down, the repair shop didnt fix it well and bmw dealer refused to even buy back my $100k car for initial appraisal value of $75k and quoted me $45k which is a $30k value drop and repairs being only cost $7k which wasnt even the full value of the repairs due to the fact that it wasnt properly repaired per *** standards. I called ****** today to discuss my options to receive full compensation for what I lost and before I could finish my request, she started yelling at me so what are you calling me for. I was in complete shock and couldnt believe how someone who wants business is beyond disrespectful and utterly rude especially since she is the CEO. She kept screaming that I have to pay her first before even writing a quote which goes against the online marketing statement of a free guaranteed quote prior to payment. This business is a complete scam and I am glad I realized it. Also her assistant was nicer than she was and its a shame to have business, but not have basic customer service skills.

  Business Response

  Date: 09/02/2024

  When I spoke with this client we went over the free DV quote.  The vehicle only had $7000 worth of damage and the client aggressively pushed me to ***** the DV at $35,000- $45,000.  I explained how and why they are owed much less.  I explained that dealerships want to steal the vehicle and that is why the quote is so low for resale. As you can read from the complaint the client was extremely rude and did not agree with my opinion and wanted a free quote at the amount that they assessed it was. I am not going to write a DV quote I can not legally stand behind.  I was not rude with this client but I was firm with what I felt comfortable with. ************************* Owner of Autoloss . 

• Initial Complaint

  Date:08/18/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  8/18/24 On March 22, 2024 we paid Autoloss $350 to negotiate a diminished value payment for our truck. The Autoloss owner, *************************, prepared a vehicle diminution of value report. It was sent to the Insurance adjuster. The outcome: NOTHING. There was no negotiation. There was no settlement offer. In fact there was no acknowledgement of diminished value at all.To quote the insurance Adjuster It is the vehicle owner's responsibility to prove diminution and **************** did not support her appraisal. There will be no offers forthcoming.. We then followed the Autoloss process. She made a few suggestions. We did all the work. It became clear this process would not yield a diminished value offer. She did not reply to our emails or answer our questions.On July 1 we asked the owner to do the right thing, honor the Autoloss Money back guarantee, and refund our appraisal fee. On July 2 she asked for our address to send the refund check. We immediately provided our address. After 30 days we emailed and called but she has not responded with the refund. We have asked multiple times for an update. She finally asked if the address was correct. That is the last communication we have had with the owner. We have not received a refund check. *Autoloss refund policy: If after submitting the appraisal and a demand letter following our instructions, and pursuing reasonable collection attempts you are offered a settlement that is less than the cost of our Appraisal fees, we will refund to you the full appraisal fee. Typically, the refund checks take 30 days to process.Autoloss Money Back Guarantee- At the end of the Autoloss Process if you dont have at least the appraisal fee for your DV Settlement we will reimburse you the appraisal fee.

  Business Response

  Date: 08/21/2024

  We will refund the fee. The client went thru the process and we already agreed to a refund and we have gotten the clients address. Thanks, ************************;

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22160870
  
  I am rejecting this response because:   We first provided the address on July 3 2024. The Autoloss refund policy states there will be up to a 30 day processing time. It is now August 21 2024 and we have not received a refund check. Thus, we are not satisfied with this effort.  We will accept this as a possible step toward a resolution. However, we have already heard this twice before without any refund.  The best predictor of future behavior is relevant past behavior.   Regrettably, the owner has a history of not doing what she says she will do. Once the check has arrived, been deposited, and the funds are available we will consider the situation resolved.  Please provide a confirmation date that the check is in the mail.

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

  Business Response

  Date: 08/29/2024

  The check has been mailed out. ************************* Owner of Autoloss

  Customer Answer

  Date: 09/03/2024

   
  Better Business Bureau:
  
  We received and deposited the check. This is a resolution to our situation. 
  

  However, it has been a lengthy, arduous process that required filing a complaint with the Better Business Bureau in order to get the refund.. 
  

   We are not the only ones. There have been 47 other complaints against Autoloss filed with the BBB. They vary only slightly in detail. This is 4 complaints every month for 3 years. Clearly our situation was not an anomaly. This is a pattern of behavior.. The owner merchandises a service she is not able to provide, and then will not refund the money without an exhausting campaign. Adding insult to injury, there is only one chance to get a diminished value payout. When she cant get the job done that opportunity is gone.. 
  Where is the resolution for the other innocent victims that have fallen prey to her trap?.
  
  
  
  Best regards.
  
  *********************************

• Initial Complaint

  Date:08/05/2024

  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.

  When we had our initial conversation via phone call, I told ************** was thinking about filing a Diminished Value claim. She was told that I was about to file a DV claim under my own insurance because the at-fault party was uninsured. I was unsure about a 1st party claim due to typical policy limitations. She told me thats okay, you can still file, Ive worked with your insurance with great results. Then I tell her my vehicle hasnt begun repairs yet - do I need to wait till it is repaired because there may be additional damage? She then tells me no, you dont have to wait, you can submit right now since youre already exceeded the maximum in repair value. Then after this, she told me about the money-back guarantee, which stated if you dont at least get the amount of the appraisal fee, you get your money back. I said why not, seems like little risk, even if I dont get back anything from the DV claim.I reach out to my Adjuster about opening a DV Claim to see if my DV claim is possible. First, my claims adjuster told me I had to wait to get the repairs done. Sure, no problem. I ***************** that we have to wait. Then a few days later, I received another correspondence from another adjuster telling me I cannot pursue a DV claim due to my insurance's Limitations of Liability stated explicitly in their Auto Policy Contract for my state. After receiving this response, I emailed ****** telling her about this new information and attached the DV denial letter and policy contract from my DV adjuster. She responded asking to show where DV is excluded, I sent her the Policy Contract and reiterated the policy language.Unfortunately, because of this limitation for all claims, I cannot get compensated for diminished value, which means I can't pursue it with my insurance. Because I can't receive any money from my DV claim, my case complies with ********'s money-back guarantee. I've requested my money back 3 times, all ignored by ******, who only responds to old emails.

  Business Response

  Date: 08/11/2024

  sure, please forward us your address and we will mail you a refund check per our policy on www.autoloss.com.  Monica 

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22093159
  
  I am rejecting this response because:

  I responded to ****** via our email chain with my address so her team can mail out my refund check. When I receive it, I will close this case.

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

  Business Response

  Date: 08/18/2024

  yes, we will mail out the check per our policy on www.autoloss.com

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22093159
  
  I am rejecting this response because:

  I will close this complaint once I receive the refund check (in 30 days), for the time being this will be left open.

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

• Initial Complaint

  Date:06/27/2024

  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 hired autoloss.com to file diminished value claims for me on three different vehicles. I initially spoke with ****** and told her the circumstances around the damage and she assured me that our claims should be a slam dunk. After over a year, and following all instructions given by ****** all 3 claims have been rejected. ****** offered no other advice. Every time i reach out to her she acts as though she has no idea who i am and responds with the same "i will get back to you in 24/48 hours". she has told me on a few occasions that their CPA was looking into the money and would be sending a check. on march 12th she said that they would mail a check in 30-days. i have received nothing and now she is not responding to email. per their website they offer a money back guarantee.

  Business Response

  Date: 07/05/2024

  Please send us the paid invoice showing you paid $750.. Thanks, ***********;

  Customer Answer

  Date: 07/05/2024

   
  Complaint: 21913163
  
  I am rejecting this response because:

  Sorry ******, $750 was a typo, it was $650, you knew that.

  ****** is still playing her delay tactics. She finally responded to one of my dozens of emails to her last week acting surprised that we have not received a refund. This has been going on for almost a year. Autoloss.com is a complete scam. Attached is the billing statement where we paid them. 

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

  Business Response

  Date: 08/02/2024

  The check has been mailed out for the $650. ************************;