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:12/05/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:10/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 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

  Date: 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

  Date:09/28/2023

  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.

  ****** 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 Answer

  Date: 09/28/2023

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

  Business Response

  Date: 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 Answer

  Date: 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,
  
  *************************

• Initial Complaint

  Date:09/23/2023

  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 $350.00 to have autoloss help me file a diminished value claim through progressive for an auto accident I was the claimant on. They advertise money back guarantee if the insurance denies your claim.
  The insurance denied my claim and said because I wasn’t selling the car I wasn’t entitled to diminished value. I reached out to Monica and she said that they won’t refund the $350. I told her I wanted to take advantage of their money back guarantee. She said the only reason they won’t refund that is if the claim was denied for a prior accident. They never stated this in my phone conversation with her when she went over everything before I paid the $350. And I had no known knowledge of any prior accident. This is extremely unfair and they weren’t upfront about this at all.

  Business Response

  Date: 09/25/2023

   

  We are not able to refund the clients fee because the vehicle had $19,000 worth of previous damage.   Per the refund policy on www.autoloss.com if the vehicle has been in a prior loss you are not eligible for a refund..   Monica ****** 

  Customer Answer

  Date: 09/25/2023

   
  Complaint: 20646392
  
  I am rejecting this response because:
  The company had a money back guarantee in which they never said that it would not be honored . They said for any reason if they denied the c claim I would get my money back. I had no knowledge of any prior damage and if this a caviat to their guarantee, they didnt make that clear. 
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/08/2023

  We always refund the clients fee if it is warranted.  This client's vehicle had extensive prior damage that the client did not tell us about.  The best we can do is offer a refund check of $100.  
  The money back guarantee is clearly on our front page. Thanks, ************************;
  

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20646392
  
  I am rejecting this response because: you already agreed to refund $150.00 in a previous email. Please send to *********** 84010
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 10/16/2023

  The client did not tell you about it cause how was I supposed to know? Not only are you running a money mill, youre also shady as ****, now turning this around on me. 

  Customer Answer

  Date: 10/16/2023

  This is shady business practice. Her money back guarantee is actually a fraud. 

  Business Response

  Date: 10/24/2023

  please forward us a copy of that email so we can review that.  Monica ****** 

  Customer Answer

  Date: 11/30/2023

  Heres ******* email where she states she will refund that amount. Seems really misleading to have a money back guarantee, with loopholes that you fail to mention when you quickly describe what it is you do. 

  Business Response

  Date: 12/15/2023

  Sure, this client stated they were filing a credit card dispute to get all of their money back. Once we got that we stopped communicating with the client. She stated she was going to get the refund from the card company..  *************************

• Initial Complaint

  Date:08/28/2023

  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.

  My complaint is the delay in processing a refund from ********. Throughout the process, I had to resubmit paperwork, resend emails to state my case and 34 days ago ****** stated I would get a refund (within 30 days) and I've asked for follow up since I did not recieve the refund yet. To date, no status was provided and I was asked to wait another ***** hours to obtain a status on my refund. It appears these are delay tactics to not issue a refund that was approved.

  Business Response

  Date: 08/30/2023

  The check was mailed out as promised.  If they dont get the check soon we will credit the card of the clients choice.  ************************;

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20531314
  
  I am rejecting this response because: ****** stated I would receive the refund in 30 days. That date has passed and her answer after the date passed was the check is in the mail without any details.

  Im asking for the specifics on when the check was mailed and check number. If those items cannot be provided, I am asking for a refund via card issued. I do not believe this is resolved until I receive my refund. 

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

  Customer Answer

  Date: 09/11/2023

  Hi - 

  I received my refund on Friday 9/8 from ********. Thank you for your work to help me secure my refund!

   

  thanks,

  ****

  Business Response

  Date: 09/11/2023

  Please see the below.  Our client has received the refund check. Thanks, ************************;

   

   

  Hi ****** -
  
  I wanted to confirm I received the refund check on Saturday. 
  
  Thank you, 
  *********; 

• Initial Complaint

  Date:07/25/2023

  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 hire ****** to do a physical evaluation of my car from a accident to get a diminished value for the insurance company she created fake documents didn't contact the body shop for exact damage now they closed the case and I told her that they said her documents were fake and she didn't get a right estimate and so I reached out to her and she yelled at me why im bothering her at ****am that it was early im in the same state the she went on making baby gesture towards me and telling me im crying like a baby because of what I said the insurance company told me so now she's just ignoring me my emails phone calls etc...she won't give me a refund there is other complaints I've seen on yelp and ****** reviews on her ripping people off

  Business Response

  Date: 07/26/2023

  Please see the thread between us and this client.  We get back to all emails in ***** hours. Also, this client emails us almost every day and sometimes many times a day.  We try to help him but he does not follow instructions and calls and yells at us. I have told him and sent him the refund policy a few times. At the end of the process if he does not get the appraisal fee we will refund him the fee.  ************************;

   

  Sir, I have emailed you what you need to do next a few times. ***********; Our refund policy has been approved by the BBB..
  
  From: ***************************** <*********************>
  Sent: Monday, July 24, 2023 11:10 AM
  To: ********************* <*******************************************************;
  Subject: ********** DV Claim Today
  
  Lets get this right 1 min ago you were not in front of your computer but you somehow managed to respond right away and i was not yelling at you till you as a grown women made baby gestures to me as a client thats paid for services from you that have not been fulfilled .Ive reached out through phone calls and emails with there response and finally got a hold of you and thats the response i got ....so i demand a refund i will be filling a complaint with the BBB i have read all the negative reviews you got about how you do false paperwork and rip people off for there money . I came to you for help not problems and all youve done is cost me money and time .
  
  On Mon, Jul 24, 2023 at 10:54?AM ********************* <*******************************************************; *********** think you may have just called and yelled at me and hung up. ***********;
  
  From: ***************************** <*********************>
  Sent: Friday, July 21, 2023 6:10 PM
  To: ********************* <*******************************************************;
  Subject: ********** DV Claim Today
  
  ****** have you got my emails this message will not work due to they shut the case closed and she said all those documents were false and and fake she also said that your report made no sense and they just sent me my money for my rental and that I'm not getting nothing from them 
  
  On Fri, Jul 21, 2023, 9:03 AM ********************* <*******************************************************; ******************** email them the below:
  
  If you dont give me an update on my inherent diminished value claim in ********************************************************************************************************* bad faith. I have been very patient and it is your responsibility to make me whole financially. 
  
  
  
  From: ***************************** <*********************>
  Sent: Wednesday, July 19, 2023 3:47 PM
  To: ********************* <*******************************************************;
  Subject: ********** DV Claim Today
  
  Hi ****** I have reached out to triple A and I haven't heard back from them what's the next step? I emailed her again today and I blind cc you
  
  On Thu, Jul 13, 2023, 5:43 AM ***************************** <*********************>wrote:
  Hi ****** was wondering if I should reach out to tripple A today or do I wait another day to ask if they got the paperwork they needed 
  
  On Tue, Jul 11, 2023, 4:49 PM ********************* <*******************************************************; *************** ******, your name correction was made. Can you get us ********'s email and then we could send this out again.
  

   

  Customer Answer

  Date: 07/26/2023

   
  Complaint: 20375956
  
  I am rejecting this response because:

  I have sent her multiple texts about how they closed the case I've asked her kindly to refund my money because tripe aaa closed the case and now is not responding to any of my messages...and I don't recall calling everyday and yelling or her sending me anything about answering my questions . Now did you explain that you told me why im calling at ****am ********** time and tell me I sound like a crying baby and making baby gestures towards me and that you will not refund me and hung up on me ...at the end I don't care what was said I just want a refund you didn't do anything for me and definitely did not respond within 24 to 48hrs . Also I've followed everything you told me to do but again case is closed so how can I proceed with something when it's closed ?
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/02/2023

  We have told this client he is not eligible for a refund. If the insurance company is not getting back to him we can help you with the next step. We have emailed him this and he sent us the below.  ************************;

   

  Lets get this right 1 min ago you were not in front of your computer but you somehow managed to respond right away and i was not yelling at you till you as a grown women made baby gestures to me as a client thats paid for services from you that have not been fulfilled .Ive reached out through phone calls and emails with there response and finally got a hold of you and thats the response i got ....so i demand a refund i will be filling a complaint with the BBB i have read all the negative reviews you got about how you do false paperwork and rip people off for there money . I came to you for help not problems and all youve done is cost me money and time .
  
  On Mon, Jul 24, 2023 at 10:54?AM ********************* <*******************************************************; *********** think you may have just called and yelled at me and hung up. ***********;
  
  From: ***************************** <*********************>
  Sent: Friday, July 21, 2023 6:10 PM
  To: ********************* <*******************************************************;
  Subject: ********** DV Claim Today
  
  ****** have you got my emails this message will not work due to they shut the case closed and she said all those documents were false and and fake she also said that your report made no sense and they just sent me my money for my rental and that I'm not getting nothing from them 
  
  On Fri, Jul 21, 2023, 9:03 AM ********************* <*******************************************************; ******************** email them the below:
  
  If you dont give me an update on my inherent diminished value claim in ********************************************************************************************************* bad faith. I have been very patient and it is your responsibility to make me whole financially. 
  
  
  
  From: ***************************** <*********************>
  Sent: Wednesday, July 19, 2023 3:47 PM
  To: ********************* <*******************************************************;
  Subject: ********** DV Claim Today
  
  Hi ****** I have reached out to triple A and I haven't heard back from them what's the next step? I emailed her again today and I blind cc you

  Customer Answer

  Date: 08/18/2023

  I was told I had to wait for the company to help me but they just drag it on and keep making me ask the same questions and tripple A just keeps saying that I'm denied I have sent that email to ****** like 3 times already she just sends me more stuff to ask them no resolution I've asked for a refund and she keeps ignoring me

• Initial Complaint

  Date:06/30/2023

  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.

  ****** called me after I filled out an online inquiry for a diminished value appraisal for my car. I was driving at the time but gave her my credit card info to hire her. She told me she would send the receipt within 3 minutes of our conversation ending. When I arrived home about 60 minutes later I checked for the receipt, it was not there. I sent off an email inquiring where it was. I did not receive a reply. I sent more emails no response. I then asked for a refund because if this company could not keep its word on such an easy promise I did not want them representing me in this matter. A couple of hours later she sent a receipt and a copy of what I believe is her appraisal (I did not open attachments), I then demanded a refund three or more times and even authorized her to keep $75.00 as she said I would have to pay. Two days later and I still cant get her to respond if she has refunded the money or not. She has done no work for me that I authorized after asking for the refund any work she may had done before we to try to get me to hire her and any time spent after I requested to cancel she did thinking that I would change my mind. Its not about her work, its about her integrity when she did not fulfill her promise and send the receipt when she said she would send it twice during our conversation within three minutes of disconnecting. It was important to me to have this since this conversation and transaction occurred while I was driving for my own piece of mind. She definitely took the money within three minutes. I do have email chain that I can provide if necessary.

  Business Response

  Date: 07/03/2023

  Please see the below:  We did exactly what we stated we would do and the thread below shows that and his card was credited the fee. ************************; ************

  Yes, we will credit the card and send you the credit slip today.. ******
  
  From: *************************** <**********************>
  Sent: Friday, June 30, 2023 2:44 PM
  To: ********************* <*******************************************************;
  Subject: Re: Diminished Value- Resent
  
  Did you refund the money except for 75.00?
  
  On Jun 29, 2023, at 6:48 AM,*************************** <**********************>wrote:
  
  Yes I thought I said that a couple of days ago.
  
  On Jun 29, 2023, at 6:35 AM,********************* <*******************************************************;wrote:
  
  Do you want us to cancel the claim and just take off the $75?  Please let me know.  Thanks, ******
  
  From: *************************** <**********************>
  Sent: Wednesday, June 28, 2023 4:18 PM
  To: ********************* <*******************************************************;
  Subject: Re: Diminished Value- Resent
  
  What did you decide to do about the refund? I need to know your intentions before going forward.
  
  Thank you 
  
  
  
  On Jun 27, 2023, at 3:46 PM,*************************** <**********************>wrote:
  
  You can however I will be taking you to small claims for whatever I do not get back. You broke the agreement  by not doing what you said, when you said you would do it. You spent 10 minutes on the phone trying to get my business, you did no work for me. Its not the money its the principle and the tone you were setting about how good your work and word  would be. You then tried to sneak c*** to me even after you were informed I wanted a refund of all money with the specific reasons, well before you actually sent the receipt. I think I can win my case. If you feel you need to take $75.00 for nothing then do what you need to as will I.
  
  *****
  
  
  
  On Jun 27, 2023, at 3:21 PM,********************* <*******************************************************;wrote:
  
  Please see the DV draft and email us back any changes. Also, see the DV manual that goes over the process too. Once you email us the approval of the report we will send the report to the insurance company and help you from there.  We look forward to working with you further.  Once we send in the report please contact the adjuster at the insurance company in 48 hours to get an offer in writing so we can help you further.  
  Thanks, 
  
  *************************, Licensed Auto Appraiser 
  
  President | CEO | Senior Appraiser 
  
  
  From: *************************** <**********************>
  Sent: Tuesday, June 27, 2023 6:22 AM
  To: ********************* <*******************************************************;
  Subject: Re: Diminished Value- Resent
  
  I asked you to cancel, sending the receipt after 3 hours is not cutting it. I repeat cancel. 
  
  
  
  
  On Jun 27, 2023, at 5:30 AM,********************* <*******************************************************;wrote:
  
  We will send you the report tomorrow after 7 pm your time. 

• Initial Complaint

  Date:06/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 15th 2023, I reached out to ******** in regards to my vehicle being in an accident and I needed their help with my diminished value claim. I spoke with *********************, who assured me that she would be able to help. I gave her all the information relating to the accident including the type of vehicle, cost of repairs and the company that's covering the repairs. She informed me that I was entitled to over 5k in diminished value loss and that she would work with me to get this resolved. I sent her all the information she requested at about 2pm PST, she informed me that she'd respond via email once she receives everything. I followed up 2hrs later to confirm whether or not she received the requested document, no response. I followed up on 6/16, she finally responded at 11am PST to let me know she's give me a call later. I informed her that I would be available after 3pm to discuss things. She called later to tell me that she would draft a complaint to file against LossCapture and that the cost of her services where $325. I gave her my CC information and that was the last time I heard from the ****** character again. I received a report on 6/19 at about 4pm PST asking me to review the report and confirm details before it can be sent to LossCapture. I responded to this email asking them to file this claim. I finally received a confirmation email on 6/21 stating that they've sent my complaint to LossCapture and asked me to reach out to the adjuster to get an update. I just received an update today 6/26 from Loss Capture denying my claim. ******** is a joke and a scam. Similar to all the other complaints filed again them/******. She's fake, she will not return your call, nor will she help you. What happened to helping your clients with their claim? She tells everyone she'll walk them through the process, then disappears after the collects your money. I want a full refund. The complaint she drafts for you is bogus.

  Business Response

  Date: 06/28/2023

  I received our clients response and that day I responded her with the following.  I also had given her the DV manual going over the steps too.. She is literally in the first steps of the claim.  At the end of the process if she does not have the appraisal fee she gets her fee back.  ************************* Owner of ********

   

  This is the next step-  Get A Dealer quote .. Per our conversation at the end of the process if you dont have atheist the appraisal fee you get your fee back. Also, we are BBB members and they have approved our refund policy. 
  
  Once you get the position of the insurance company in writing, we will need another thing from you.  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.   I will need to incorporate a dealer quote into your demand letter to do so.  I strongly recommend that you obtain a local dealer quote such as CarMax.  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 I 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..  Making that statement causes one of the representatives to do a hands-on appraisal of your vehicle, which is necessary to validate your claim by substantiating our post-loss value. 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.  If you would like to use a dealership other than CarMax, that would be fine.  Remember, if they wont give you a printout of their appraisal, thats ok.   A business card from the dealership with the trade-in amount wrote down on it will be acceptable. Once you have obtained the quote, forward it to me and I will incorporate it into your first demand letter.  Thanks, ******
  
  
  From: Bee S <*********************>
  Sent: Monday, June 26, 2023 12:42 PM
  To: ********************* <*******************************************************;
  Subject: Re: Blessing's Damage estimate for 2023 RX
  
  Hello!
  
  Your claim was denied by Loss Capture as shown below. I would like a full refund of my money. It looks like this is a trend for you company and I will be filing a case with BBB.

   

  Customer Answer

  Date: 06/28/2023

   
  Complaint: 20239281
  
  I am rejecting this response because:
  This information should have been provided before payment was made. Sending generic emails and dodging calls is unprofessional. I would like a full refund. 
  Sincerely,
  
  Blessing *****

  Business Response

  Date: 07/12/2023

  The money back guarantee is on the website and on the paid invoice she received. *************************

  Customer Answer

  Date: 07/21/2023

   
  Complaint: 20239281
  
  I am rejecting this response because: this business provider false claims to many consumers including myself. ****** needs to issue a full refund. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/08/2023

  I have emailed the client many times what the next step is and how to get a refund. She refuses to follow the directions we give her and continues to demand a refund. ************************;

• Initial Complaint

  Date:06/24/2023

  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.

  Its not until you get the report that you receive the instruction manual to inform you of what you will go through with the insurance company. The DV Report placed a pre-accident value on my 2018 ***** *****6 Turbocharged Grand Touring of $33,255.00. My cars MSRP new was 31k four years ago with 0 miles. *** it has ****** miles. ****** made several comments in the report about the condition of the interior, exterior, and dashboard. Shes never seen my car. The report lists features that my car does not have and was missing several features that my car does have. ****** had my vin. According to the report, my car has fog light, Xenon headlights, ventilated seats, dual power front seats, leather seats, four wheel drive, etc, My car does not have these. The report does not my turbocharged engine, sunroof, heated front seats, dual zone climate control, nor the Apple CarPlay, or leatherette seats, I googled my vehicle without the vin and found accurate trim level features. I sent emails noting discrepancies. I questions her valuation exceeding my cars new MSRP. ****** didnt respond to all. She responded can we remove the fog lights and submit?. ******* report has absolved her and her company from accountability for report accuracy and omissions. After bringing these things to her attention, she said she had the correct trim level. I was not happy with the product, I found it inaccurate and unlikely to pass the insurance companys scrutiny. Im not willing to lie and commit fraud. ****** refused to give a refund. This report has not been submitted to the insurance company and will not be. What she is doing is misleading, deceptive, and fraudulent. Some people may appreciate her embellished reports, I do not. The product I received was poorly written and wildly inaccurate. ******* suggestion that I do research on comparable vehicles and give what I wanted her to use was outlandish. Shes the expert, I paid for professional service and preparation.

  Business Response

  Date: 06/28/2023

  Please see the correspondence between us and this client.  Our report has the same trim level as the trim level on the repair order.. I asked him to send us the changes. please see below: He says he doesnt want to write the report and I should not use a computer?  *************************

   

  Just because it says the right make and model because you typed that into your cookie cutter report doesnt mean that your report accurately notates the vehicles features and trim. It also doesnt mean that your valuation of the vehicle isnt incorrect. Your pre-accident valuation is higher than the cars MSRP brand new. Come on ******, you are used to people being happy with your embellished reports, even though they quickly learn how little weight your reports carry with the insurance company because of that very thing.  Your instruction manual makes it clear how little impact your reports have on the insurance companies. Sure, ***** write a report that inaccurately describes the vehicle and get most of the features wrong, and places excess value on the vehicle, knowing the whole time that the consumer will end up jumping through hoops for months and chasing their tail in circles trying to get the money youve told them their owed.  All while absolving yourself and your business of any accountability for accuracy, omissions, or outcomes. Id say Im in the wrong business, but I have no desire to be in the business of deceiving people for a measly $325.00. Not worth the sleep I would lose.  
  
  **************************
  **********************************************************
  Apartment 303<************************************
  **************
  ****************************
  
  Wellness Is a Way of Life 
  
  All correspondence from this email address are to be considered strictly confidential, intended solely for the specific recipient or organization receiving the communication, furthermore, information contained herein cannot be disclosed or re-disclosed, verbally, electronically, or in writing, without the express written permission of ****** *********************. This confidentiality clause includes communication originating from this email address and responses to communications originating from external senders. 
  
  
  
  From: ********************* <***********************************************************;********* Tuesday, June 27, 2023 11:33:10 AM
  To: *********************** <****************************>
  Subject: RE: Re:
  
  The report has the same make and model that your vehicle has per the repair order you sent us. ******
  
  From: ********************* <***********************************************************; ********* Friday, June 16, 2023 3:24 PM
  To: *********************** <***********************************************************;
  Subject: Re: Re:
  
  Please see the DV draft and email us back any changes. Also, see the DV manual that goes over the process too. Once you email us the approval of the report we will send the report to the insurance company and help you from there.  We look forward to working with you further.  Once we send in the report please contact the adjuster at the insurance company in 48 hours to get an offer in writing so we can help you further. 
  Thanks, 
  
  *************************, Licensed Auto Appraiser 
  
  President | CEO | Senior Appraiser 
  
  
  From: *********************** <***********************************************************;********* Thursday, June 15, 2023 5:42 AM
  To: ********************* <***********************************************************;
  Subject: Re:
  
  Hi ******,
  
  After the first collision center Classic Collision finished with my vehicle, it was very clear that they did a terrible job. I have to have my vehicle sent to another collision center to rework the entire job. The initial invoice for repair from Classic Collision is attached in this email chain and I am attaching the final bill for the second collision center to this email. I would like to proceed with demanding the full amount of the appraised loss and the cost of the appraisal. Statefarm was given the opportunity to appraise the loss themselves and they gave me less than $200.00. 
  
  Please let me know what your thoughts are after reviewing both the original and the rework invoices. 
  
  Thank You 
  

  Customer Answer

  Date: 06/28/2023

   
  Complaint: 20231030
  
  I am rejecting this response because: The business is failing to acknowledge that they have a standard 15 page report that they plug in vehicle information to.  They fail to acknowledge that they placed a pre-accident valuation on my vehicle that was higher than the **** brand new five years ago. They fail to acknowledge that the report included many trim level features that my vehicles trim level does not include and omitted many features that my vehicle does have. This is the result of using a cookie cutter report. When a business claims to be a professional licensed vehicle appraiser, I feel that any reasonable person would expect that the appraisal report be written specifically for their vehicle with accurate vehicle features listed.  These are available and accurate with a simple ****** search using the year make and model of the vehicle, which this entity, in the business of appraising vehicles, determining diminished value, and providing credible reports to insurance company claim agents, does not feel its necessary on a $325.00 report. The report also makes statements about the condition of the vehicles dash board, and paint, and the appraiser has not seen pictures of the vehicle or the vehicle itself.  The report is wildly inaccurate, misleading, and lacks any credibility. It would be an embarrassment to submit something so obviously embellished to my insurance company. The businesses response is also lacking in detail and clarity which helps to make my point. I have submitted copies of the report and very detailed accounts of what is wrong with the service I was charged for.  The appraiser is correct in that, I will not provide the information to her to put in the report. The accurate information is available to anyone. I further feel it is reasonable to assume that a business appraising vehicles would have the capability of running the *** and obtaining very specific vehicle information, including accident history, service records, etc. This business is not interested in and does not appear to be capable of providing accurate appraisals or reports, which is what they are collecting money from consumers to do. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/01/2023

  Yes, all company's use computers and yes we add information such as the vin, miles, car type, insurance company information etc. Each report is specific to each car.  The comps etc are all specific to the subject vehicle as well as the location of the vehicle.  We emailed the client to send us the information we needed to correct and he would not send us that information.  We have worked for hundreds of attorneys over the last 25 years and never have we had a problem with using a computer and or our report. Our reports are routinely used in court proceedings. ************************; Owner of ******** 

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20231030
  
  I am rejecting this response because: This business owner has not even taken the time to thoroughly understand the complaint. Nowhere in any of my correspondence did I say computers should not be used. I see the business owner is a till avoiding the pre-accident valuation she placed on my vehicle for more than 33k when the vehicle brand new was under 31k five years ago. The actual pre-accident value was $20,250 as determined by a competent appraiser hired after the botched report by ********.  I have since paid another appraiser to complete an accurate report and have settled my DV claim with the insurance company.  Caveat Emptor! So avoidant of the actual complaint. Read thoroughly and any reasonable person will see that these responses have nothing to do with my well articulated complaint. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/08/2023

  As I stated please send me the issues that need to be addressed and we will make those changes in the report.  We emailed this to the client the next day after stating the report was incorrect. *************************

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20231030
  
  I am rejecting this response because:

  This business owner has lost the opportunity to  take corrective measures. I hired a competent DV Appraiser and have settled my claim with StateFarm. The company I hired composed an accurate DV Report that was acceptable to present to the insurance company. The report furnished by ******** could very easily be considered fraudulent had I submitted it to an insurance company. This business owner is clueless and continues time and time again to avoid an intelligent response to the actual basis of the complaint. She has not directly addressed her pre accident valuation of my vehicle which exceeded the brand new MSRP by more than $2000.00 and the vehicle is not 5 years old with 65k miles on it. As long as you keep responding and negating the fact of the complaint, I will keep responding with the fact and the basis for my complaint and charge back. This business owner is falsifying and embellishing reports and then sitting back while their clients are dragged through the mud by insurance adjusters who know better.  It doesnt take a pro to understand that at 5 years old and 65k, a vehicle is not worth more than its original MSRP brand new. BUYERS BEWARE 

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

  Business Response

  Date: 08/16/2023

  We will make the changes to the clients report. Please send us the needed changes. ************************;

  Customer Answer

  Date: 08/26/2023

   
  Complaint: 20231030
  
  I am rejecting this response because: this service was paid for and rendered by another appraiser. The work performed was acceptable and served the purpose of reaching a fair settlement in my DV claim.  This business services are longer desired or needed. The business failed miserable to carry out the single function of their one and only deliverable. I wish them well in their future embellishments and cookie cutter DV reports.  Again, Caveat Emptor!  A.K.A.: BUYER BEWARE!!!

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

• Initial Complaint

  Date:04/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company offers a money back guarantee if you do not get any money from the insurance company. I have followed every single step they have told me and have done everything as directed for the past few months and have gotten nowhere. Now that I want a refund I do not get a reply from the owner ******. All this company does is send generic letters for you to send to the insurance company and if that doesn't work they send you another generic letter and on and on and on until you just give up apparently. They even had me file a complaint with the insurance commission who told me that they don't fight these type of claims. Worthless

  Business Response

  Date: 05/02/2023

  Please see the thread between us and this client.   They are happy with the refund and will be getting the refund.  We had already approved the refund. *************************

   

  Ok I appreciate it.  I hadn't heard anything in 5 days and I've emailed and called.  I will look up the amount and let you know later today.
  Thx
  *********;Bradshaw 
  
  ?
  
  On Sat, Apr 29, 2023, 1:47 PM ********************* ******************************************************************************* have your address and we will have our CPA mail you a check in 30 days. How much did you pay?  No one is avoiding you . It takes us at least ***** hours to get back to every client. ***********;
  
  
  From: *********;*************;<******************>
  
  ******,
  Why are you avoiding me??  I WANT MY REFUND!!  You know I have done everything to the letter so when I complain, you will not be able to say what you say to everyone else, that I didn't turn something over.  I have all the records.  I'm sure your process works for some but it didn't work for me and you owe me a refund per your guarantee.
  *********;********
  ************
  *********;*************;
  
  
  Thanks so much,
  
  President | CEO | Senior Appraiser
  
  ********, Inc.
  The Diminished Value Experts
  ************** (Toll Free)
  ************ (Local ******** Office)
  ************ ( Toll Free Fax Number) 
  *************************- Email.
  www.********.com - Website 
  A Better Business Bureau Accredited Business
  Celebrating Over 20 years of service 
  
  

  Customer Answer

  Date: 05/02/2023

   
  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.  I had already tried to withdraw this complaint because I heard back from the owner; however, I did not get a response from the BBB.
  
  Sincerely,
  
  *************************