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: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. ************************;

• Initial Complaint

  Date:06/13/2024

  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.

  I hired ******** last October to help me on the diminished value, however, the insurance refused to pay bc my car was not the first time to get accident. So I emailed *************************, she finally asked me to provide my full address so she get fully refund to me. I gave her the info on 04/19/2024, after that I didn't receive any refund check or update from her. I emailed her to follow up but she never responded.

  Business Response

  Date: 06/17/2024

  We had asked the client how much they paid and they just got back to us with that.  The refund check has been mailed out. ************************;

  Customer Answer

  Date: 06/18/2024

   
  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,
  
  Mingjing He

• Initial Complaint

  Date:05/21/2024

  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.

  Feb 16, 2024 I contacted them after having an offer for my car due to an accident my car was brand new and was offered a low ball offer from the ****************** I contacted Autoloss and they told they can get me about 2-3 times the offer due to the car being brand new. They went ahead and offered a refund back guarantee. The original letter they sent to **************** did not really show any true reason for the request for a higher value did not have any support in data to support their assessment. It was for this reason that ***************** did not increase the offer or felt that the document Autoloss sent them justified the diminished value of 9000. I reached out to ****** the owner and she kept on telling me to stick to the plan and do the next step and the next step running around getting trade in offers filing complaints with the Insurance commissioner. All this still did not change the offer from Famer and upon review by the Insurance commissioner the sate did not find any wrong doing from ****************** That is when I reached out and said I wasted enough time and now I want my money back wqas originally to by ******** that I will get it back but this never happened and now they are the ones doing delaying tactics tov ****** their own money back guarantee.

  Business Response

  Date: 05/23/2024

  this client has an offer of $3500 for DV.. He stated he wanted his fee back and that he had the offer before he hired us.  I stated we would give him the fee back he just had to send us a copy of the offer before he hired us.  He refused to do and instead stalked us and was verbally abusive.  ************************;

  Customer Answer

  Date: 05/23/2024

  The attached document shows the response  from FARMERS Insurance to the State of NJ Insurance commsioner which includes the offer we got before we contacted Autoloss

  Highted in Blue is what the insurance company kept on telling us the the Autoloss report never supported their claim just stuck a 30% diminished  value which was not supported by their report or them sending us to get a trade in offer ***************** said repeatedly that the paperwork provided by Auto loss does not support the claim

  InYellow is where it shows the offer they offered of $3500 this was when we spoke to them prior to contacting AutoLoss which claimed that our claim was worth $9500

  I also Attached the orginal paperwork which shows what they felt the claim was offered they went ahead  and told us during our initial call that they will beat the $3500 offer 

  We don't have written copy of the offer from Farmers as this was not provided to just via DocSign in the beginning when we contacted Autoloss and they told repeatedly not to sign and keep following their guidance and will see results which we did not see.

  Business Response

  Date: 05/31/2024

  i have asked the client many times to show the offer from the insurance company before they hired us and he has yet to do so.  ************************;

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21743295
  
  I am rejecting this response because:
  
  As mentioned in our response earlier, which could be verified by reviewing the recordings from all of us as all calls are recorded for quality assurance we called them the first time and I spoke with ******* assistant. I told her I have reached out to farmers have an initial diminished value offer. They told me that farmers was lowballing me and to hire them and they will get us a better offer as stated in their request to farmers requesting a diminished value of 9 1/2 thousand based on the car being new wish in the request there was no supportive figure , besides taking a 30% off of the current resale value of the car. Which was the main factor for farmers rejecting the diminished value claim based on auto losses report. Further farmers told me that they came across many claims from ****** which all are the same language just explaining what the ministry value is with no support basis for the claim justifying the claim , and this was reiterated farmers insurance response to the insurance commissioner that they did not see any support or justification for the request made by auto loss and ******. The only reason I contacted them was because they claimed that they could get us a better deal than we were offered by us directly  to farmers insurance further it is stated in their response that their offer was the 3500 and they rejected the request for the ninth thousand . The initial offer came before we even contacted auto loss.

  I do not have the initial offer in writing besides it being supported in the response from farmers insurance. I was advised by order to accept the initial offer and it was sent via DocuSign, which has expired since then.

  Please review all the supporting documents clearly showing here delay technique by Autoloss issuing a refund and backing their claim that they will issue refund if they cant get us a better offer especially them seeing the car is new and you should be getting almost $10,000
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/17/2024

  We have told you we need the offers in writing.. Whenever we speak with client we tell all clients initially to get any offer in writing and why and forward that to us and we can help you further.  Also, we help with many demand letters etc.  The DV manual we sent you as well states the first thing to do when you are negotiations a claim to get everything in writing. Also, if the client had the offer initially the commissioner would have noted that in the response from the complaint as well. ************************* Owner of Autoloss 

• Initial Complaint

  Date:05/15/2024

  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 called initially asking about the company and was told that help you to recover diminished value for your auto. I was told they help you every step of the way, so I hired them. They provided a report which they advised me to send to the others persons insurance company come to find out later was the incorrect process. The insurance company that had to be contacted was mine. I sent message and message with no reply then finally I get a response making excuses for their lack of judgement. They are suppose to be advising me not me advising them. I didnt pay for me to advise myself. I sent all my concerns in an email asking for my money back as they advertised a 30 day money back guarantee. I got an email message saying this would be reviewed and Ill have a response within 72 hours. No reply back. Its been a week! I just want my money back. They are not advertising for the service they are providing. There is no advisement beyond the report. If they can even get a hold of the correct insurance company. They have been a help at all. The report they gave me wasnt even valid in my offer from the insurance company.

  Business Response

  Date: 05/17/2024

  Sure, please see the thread between us and this client.  We asked her to send us the claim information on where to send the claim for her.. She sent us the information on where to send the claim then stated we sent it to the wrong area. We asked her to send us the correct information on where to send the claim and she stated that was our duty to find out where to send the claim?   That is impossible for us to get her claim information etc. Next, she stated something about a 30 day money back guarantee that was on our site?  I wrote the site and there is nothing like that on the site. We want to help this client but they must be reasonable and give us the correct claim information so we can help them. ************************* Owner of Autoloss I have a feeling the client got a DV check and decided they want the appraisal fee back too. 

   

  I have filled a complaint with the BBB as you never responded to any of my emails. 
  
  
  
  On May 7, 2024, at 9:22?AM, ************************* <******@autoloss.com>**************** will review this and get back to you in ***** business hours.
  Thanks for your patience,
  
  *************************, Licensed Auto ************************* CEO | Senior Appraiser
  
  Autoloss, Inc.
  The Diminished Value Experts
  ************** (Toll Free)
  ************ (Local Portland Office)
  ************ ( Toll Free Fax Number)
  ******@autoloss.com- Email
  www.autoloss.com -Website
  A Better Business Bureau Accredited Business
  Celebrating Over 20 years of service
  
  
  
  From: *************************************** <*****************>
  Sent: Friday, May 3, 2024 10:30 AM
  To: ************************* <****************************;
  Subject: Re: Claim Number: AU-*********-820827
  
  I did give you the correct information. I was completely honest when I spoke to your customer service representative the first time I called. I asked you who to send it to, as you are the so called experts! Its very unprofessional to not know whom to send the claim to. Im very disappointed in the lack of responses to my emails and phone calls as well. The only prompt reply I have received was the one when payment was due. I did not pay to this amount of money so you could forward an email to a generic insurance department, I thought I was paying for a service. Which i wasnt aware consisting of a report and a forward of some emails. I was mislead on the initial phone call. According to your website its a 30 day guarantee. Today is a month I believe. Well, if do not refund the fee. Ill go ahead and call my credit card company. 
  
  
  
  
  On May 3, 2024, at 11:40?AM, ************************* <****************************; **************** sent the claim to where you told us to send it.. If you want us to send the claim to your insurance company we can do that asap.. It is your responsibility to give us the correct claim information so we can implement the claim ASAP for you.  Please see the refund policy on www.autoloss.com 
  

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21715204
  
  I am rejecting this response because: when I hired this company to help me, I was mislead to believe that they would be helping me. I didnt realize that meant I would be providing all the information for them to just CC me in on an email. I can do that myself. Why would anyone pay for a service that they can do themselves?! I was asking them for advisement, part of that advisement should have included the correct information, I dont think that is unreasonable at all. I have not received any DV quotes at all. I was advised by the new company I have hired, to wait until the repairs are done and to contact my own insurance provider because they are responsible for the DV claim. I do not need Auto loss to forward any documents for me. If that was needed as stated I could do that myself. I thought I was hiring a company to help, not just forward an email. From the initial call I was mislead to believe there would be help beyond a forwarding email. 
  
  Sincerely,
  
  ***************************************

  Customer Answer

  Date: 05/17/2024

  This was the last email I received from ******. As you can see it says they will review my email asking for my money to be returned. I wrote all my issues in the email and she wrote she would get back to me within 72 hours and never did. Thats when I decided to open up a claim 

  Business Response

  Date: 05/23/2024

  yes, every client has to send us the correspondence from the insurance company so we can help them with emails/ demand letters.  When clients sign up with us I tell every client the process and their part in the process.  We also send every client a DV manual that goes over the process and our clients can call us for any help too. Thanks,  ************************;

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21715204
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************************

  All this business is doing is going back and forth with me. Offering no resolution at all. Im aware of the situation and reiterating the same thing back and forth does nothing. Im aware of the terms. If this company is advertising expertise, why didnt they send it to the correct insurance company or provide me with the correct information? 
  I had to call outside paying another 3rd party to advise me further! 

• Initial Complaint

  Date:04/30/2024

  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.

  I purchased appraisal services with 100%money back guarantee if they were unable to collect at least $300 onto my settlement negotiations with the ***************** ,I followed all the steps request by company and sent multiple letters and emails to the insurance company including filing a complaint with the ** insurance commissioners office in which their reply was to file suit However the insurance company refused to offer anything more than the $200 additional. I requested a refund from Autoloss on multiple occasions including contacting the office in which im told ****** is not available and they will relay a message .I am requesting that an immediate refund for the full amount be issued and returned to my card as promised .

  Customer Answer

  Date: 04/30/2024

  PLEASE GIVE THEM MY PHYSICAL ADDRESS IF NEEDED*

  Business Response

  Date: 05/03/2024

  At the end of process if the client does not have at least the appraisal fee the client gets back the appraisal fee.  This client is in the initial stages of the claim and we sent her the below email.   Once she gets a response from the insurance company she needs to forward that to us so we can help her further. We have sent her the refund policy many times as well.  A client cant stop working on the claim and get a refund from Autoloss arbitrarily.  The client needs to wait till the end of the process and then we can refund the fee if needed..  The client started the process a month ago and we tell all clients on average the claims take ***** days to settle.  Thanks, *************************

   

  Good Afternoon,
  
  I have drafted a demand letter that is aimed specifically at reminding the insurance company of their legal obligation as the insurer of a negligent driver claims being liable for the accident.  
  
  Please review, edit, if necessary, forward to the adjuster and send us their reply so we may assist you accordingly.
  Please add your counter offer.
  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.
  

   

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21645226
  
  I am rejecting this response because:

  As stated To ****** in the email to Her & Autoloss. The ***************** has stated THIS IS THEIR FINAL SETTLEMENT OFFER.I have followed all instructions and have yet to receive a response back from ****** since my last communication with her company on April 24,2024 and my multiple phone calls to her office have yet to be returned ,I have read the requirements for a refund from her website which state :

  AUTOLOSSREQUIREMENTS FOR A REFUND :

  1.)The client must have made all needed documents available to Autoloss.
  2.)Evidence of filing with the **** of ********* and their written response.

  I afforded  ****** And Autoloss with the complaint i Filed with the insurance commissioners office, along with the responses from the ***************** and the ************* of ********* Office ,

  Therefore I am entitled to a refund
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 05/03/2024

  documents

  Customer Answer

  Date: 05/03/2024

  documents

  Customer Answer

  Date: 05/19/2024

  This company continues to ignore my emails or honor their "money back guarantee".I have completed all of the steps and sent every letter to the insurance company as requested to do so by Autoloss and I have given them every response including the Insurance companies refusal to change the the previous offer given .After submitting this information to Autoloss they still have not given me a refund.They are in possession of the Insurance Commissioner's complaint filed on April 19th 2024 and the response and rebuttal from the ***************** .Therefore there is no reason why my refund has not been Issued.

  Business Response

  Date: 05/21/2024

  Please send us the information showing you had the offer of the $1600 before you hired us. Thanks so much, ************************;

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21645226
  
  I am rejecting this response because: on the receipt your company gave me it states the following : "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."

  I paid $300 00 to Autoloss. The insurance company went from the $1400 they were offering me (back in March before)I hired AUTOLOSS  to  only $1600 which is only $200 difference .Therefore I am entitled to my 100% Money back guarantee that your company Autoloss states on the receipt as well as the website. (See ATTACHED PROOF)
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/31/2024

  Please send us the initial offer from the insurance company and the final offer from the insurance company so we can review them. ************************;

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21645226
  
  I am rejecting this response because:

  The information was sent in my prior response and also emailed to you .Allstate states in their last email dated MAY8,2024 "Allstates position remains at $1,600.00 and respectfully advise no further offers will be
  forthcoming and stand ready to issue payment without prejudice."As seen in prior email their original offer was $1400

  Please review SC insurance commissioners documents thoroughly as they were already afforded to you and are attached again 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 06/13/2024

    It appears they client went from $1400- $1600 after hiring us.  Typically, we have our  client complete an insurance commissioner complaint to the commissioner after we have helped them with the claim.  Our report documents the diminished value loss as well as the dealer letters etc.  it appears this client submitted a complaint before they even hired us.  Filing a complaint without the evidence we give the client is useless but rather then worry about semantic we will refund the client the fee.  Please have them send us their address and our cpa will mail them a check within 30 days of us getting the address per our refund policy on www.autoloss.com.  Thanks, ***********;

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21645226
  
  I am rejecting this response because:

  To Whom it May *************** style="-webkit-tap-highlight-color: rgba(0, 0, 0, 0);">
  To respond to your BBB claim that " I filed the complaint before I hired you" ,this is UNTRUE.

  I hired you(AUTOLOSS) on April 1,2024 (please see attached email)And I filed the complaint  with The ** insurance ******************** ****** on April 19,2024  "AFTER" I hired your company and "AFTER"  I followed all of your instructions. 
  

  Nevertheless The address to send the check for my $300.00 is as follows:
  
  
  *******************
  ***********************;
  Indian Land ** 29707

  Or it can be immediately returned to the card on file.I also sent an email to ******************** and ********************

  Thank You .

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

  Business Response

  Date: 06/19/2024

  Great, as stated our cpa will mail you a check in 30 days per our website www.autoloss.com  ******

  Customer Answer

  Date: 06/19/2024

   
  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.IWill await the 14th of July to see if the check has been received or not .If not I will contact the Better Business Bureau again.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 07/24/2024

  Filed a complaint with BBB a couple of months ago in which the company stated on June 14,2023 that their cpa would mail out my refund of$300 in 30 days (It has been 40 days and still ,That check has NOT been received and when I emailed the company to inquire ,I have gotten no response .

  Business Response

  Date: 07/28/2024

  the check has been mailed out. thanks, ************************;