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:03/20/2023

  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.

  ****** the owner lies about the service they provide per the fee they collect. If you question, she becomes rude and combative. The agreement states she will assist you in working with the insurance company to get your diminished value claim payout. Unfortunately she only provides a generic one size fits all suite of letters that is not what was disclosed per the agreement.

  Business Response

  Date: 04/02/2023

  Please see the correspondence between us and our client.  He refused to follow the directions and send us what the adjuster sent him.  It appears to us that he may have gotten an offer from the insurance company and still wanted his fee back. Please see the email thread below with us trying to help our client.  ************************* Owner of ********

   

  46-C843-6J1
  
  ML
  
  *********************
  Wed 2/15/2023 10:36 AM
  I am trying to help you.. Please send me the last correspondence from your adjuster so we can set you up with the next step.. thanks so much.. ******
  KP
  K P <*********************>
  ?
  ?
  ?
  ?
  ?
  ?
  To:
  ?
  *********************
  
  Wed 2/15/2023 9:25 AM
  
  
  ******- at this point my dealings with you are getting very unprofessional. You seem combative and as of Im a burden, when in fact I paid you for a service. I think the best recourse would be you giving me a full refund since clearly what was promised in the agreement isnt happening. If you are disorganized or overwhelmed where you dont even know what state this occurred at this point, then clearly you are not interested in assisting me.
  
  
  
  
  
  
  From: ******************* <*******************>
  
  Ok, let me know if I can help in anyway. ******
  
  
  From: K P <*********************>
  
  Thank you.
  
  My attorney is suggesting we stop here and pursue legal action directly against *************************************. He seems to think this route will end better for me.
  
  **********;

   

• Initial Complaint

  Date:01/21/2023

  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.

  In May 2022 my car was in an accident. I was not found to be at fault, the other driver involved in the accident was found to be at fault. My car was repaired at the expense of the other drivers insurance company, State Farm (SF). I contacted ******** (AL) about diminished value, as a result of the accident. I emailed AL the details of repairs made to the car. ** replied: It appears you have a diminished value claim for approximately $7,000-$10,000. We will complete a diminished value report and help you from start to finish. We also offer a money back guarantee. The fee of $350 was paid to AL. AL prepared a diminished value report. I sent the report to SF. SF replied: We are unable to agree that your vehicle sustained the claimed reduction in value. AL then requested a retail trade in quote which was sent to AL. AL prepared a letter with false statements and fabrications that were not communicated to AL. A revised letter was submitted SF. SF replied: Our position is that your vehicle has been fully restored to pre-loss fit and finish condition. Thus, we have no immediate diminished value, or repair related diminished value. The claim is for inherent diminished value of property determined by an allegation of a reductions in actual cash value. The report provided applies a percentage to pre loss actual cash value. It does not use an accepted methodology. We maintain that the report and trade in offer from a dealer does not carry the burden of proof the claimed damages were incurred. Absent any addition documentation, our position remains and we are unable to extend an offer for diminished value. AL created another letter that I submitted to SF as requested. After submitting numerous letters to SF, SF continues to state AL is not using an acceptable methodology for determining diminished value. AL portrays themselves to be experts with diminished value, but obviously they do not utilize an acceptable methodology for determining diminished value. After several requests for the guaranteed refund, I am filing a complaint with the BBB.

  Business Response

  Date: 01/24/2023

   

   

  Again,I dont have a link and the expectation is that you are managing this process and you are not.  
  Sincerely,
  Darlene 
  ************
  ************************
  
  
  
  On Jan 17, 2023, at 12:34 PM, <***********************************************;<***********************************************; wrote:
  
  We sent you the link to click on to complete the process.  We have found these complaints to be very helpful.. ******
  
  From: ************************************** <********************> 
  Sent: Monday, January 16,2023 1:58 PM
  To: <***********************************************; <***********************************************;
  Cc: ************************************** <********************>;******** Support <********************>;Help Desk <*****************>; ***************** <*******************************>
  Subject: Re: 35-33R8-24H
  
  As stated previously Im not familiar w/ a request to file a commissioner complaint and I dont know what this is or how to file it.  The expectation was that you would handle this process.  Please handle the process or refund our money by tomorrow or a complaint will be filed w/ the BBB.    
  Sincerely,
  Darlene 
  ************
  ************************
  
  
  
  
  On Jan 16, 2023, at 4:51 PM, *************************************************;wrote:
  
  We need you to file the commissioner complaint so we can help you further.. ***********;
  
  From: ************************************** <********************> 
  Sent: Monday, January 16,2023 1:50 PM
  To: <***********************************************; <***********************************************;
  Cc: ******** Support <********************>; Help Desk <*****************>; ***************** <*******************************>
  Subject: Re: 35-33R8-24H
  
  ******,
  I have not heard from you.  I will file a claim w/ the Better Business Bureau tomorrow if I have not received a refund.  
  Sincerely,
  Darlene 
  ************
  ************************
  
  
  
  
  
  On Jan 2, 2023, at 10:27 AM, ************************************** <********************> wrote:
  
  ******,
  Im not familiar w/ any request for us to file a report.  You were hired to manage this process.  Please file what ever reports are needed or refund our money. 
  Sincerely,
  Darlene 
  ************
  ************************
  
  
  
  
  
  On Jan 2, 2023, at 10:24 AM, <***********************************************;<***********************************************; wrote:
  
  Did you do the commissioner complaint we have sent you many times?  ****** You are not getting back to us or following directions. 
  
  From: ************************************** <********************> 
  Sent: Monday, December 26,2022 1:51 PM
  To: *******************
  Cc: ******** Support <********************>; Help Desk <*****************>; ***************** <***************************************>
  Subject: Re: 35-33R8-24H
  
  ******,
  The accident occurred in ****.  
  
  The expectation was that this would be completed in a few weeks and that emails would not be ignored.  Why has it taken you 2 months to reply to my email? It seems as though you are the one that is done as you ignored my email of Nov 2.  Again, Please either collet the $ you say is due to us as a result of diminished value or refund our money in 7 days.  
  
  Sincerely,
  Darlene 
  ************
  ************************
  
  
  
  
  
  
  

   

   

   

   

   Please see the email thread between us and this client.  We have asked her numerous times to make an insurance commissioner complaint.  We have also sent her the link so she could click on the link and make the complaint.  We have told her we have found the commissioner complaints to be very helpful.  We have sent her many times at the end of the process if you don't get at least the appraisal fee for your DV claim you get your fee back. She refuses to follow up and make the complaint.  ************************* Owner of ********

   

   

  On Dec 26, 2022, at 9:07 AM, *************************************************;wrote:
  
  Looking we have been trying to help you..  You keep on emailing us that you are done?  It appears the next step is an insurance commissioner complaint which we would love to help you with..  What state did the loss occur in so we can get this for you.  We have found the complaints to be very helpful.. Monica  
  
  From: ************************************** <********************> 
  Sent: Sunday, December 25,2022 9:52 AM
  To: <***********************************************; <***********************************************;
  Cc: ******** Support <********************>; Help Desk <*****************>; ***************** <*******************************>
  Subject: Re: 35-33R8-24H
  
  ******,
  It has been nearly 2 months w/ no communication from you.  We have provided all of the info requested and you have not been able to obtain a settlement for diminished value.  We expect a refund w/in 7 days.  
  Sincerely,
  Darlene 
  ************
  ************************

   

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18869097
  
  I am rejecting this response because: As stated previously and in the the very first line of the communication provided by  AL I do not have a link.  AL was hired to manage this process.  Please manage the process and or refund the fee as agreed.  
  
  Sincerely,
  
  **************************************

  Business Response

  Date: 02/02/2023

  We are diminished value experts.  We write the DV claim and help the client thru the process.  We are not claim managers and clients have the responsibly to follow what we ask them to do.   A client cant ignore what we ask them to do and then want a refund.   ************************* Owner of ********  Tell us why here...

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 18869097
  
  I am rejecting this response because: AL continues to refer to a "link".  I have requested this link multiple times and AL has yet to send or re-send it.  I cannot follow their direction when everything is not provided.  A refund of $350 is the only acceptable solution.  
  
  Sincerely,
  
  **************************************

  Business Response

  Date: 02/16/2023

  Sure, I will send it to you again..  What state did the loss occur in?  Thanks, ************************;

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 18869097
  
  I am rejecting this response because:  This is another delaying tactic by Auto Loss.  The state (OH) the accident occurred in was provided previously.  Stop delaying and refund the $350.  

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

  Business Response

  Date: 03/13/2023

  Looking at the complaint I noted a few items.  We work for State Farm sometimes so our reports are accepted by State Farm. We do not state the insurance company will pay the full amount but as always we guarantee the appraisal fee.  Also, regarding a dealer quote and us giving false information that is not true. We only use information our clients give us to.  We are not able to give this client a refund. 
  Thanks so much,
  
  *************************, Licensed Auto Appraiser
  

  
  

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 18869097
  
  I am rejecting this response because:  I have yet to receive the form any form to fill out.  ******** prepared the attached letter w/ false statements.  I advised them of the false statement and they revised the letter.  I request that the $350 fee for their services that was guaranteed as the minimum t/b collect be refunded.  AL claims to "offer a money back guarantee.".  I am requesting that this money back guarantee be honored and my $350 be refunded. 
  Sincerely,
  
  **************************************

• Initial Complaint

  Date:01/12/2023

  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.

  First reached out to ******** on August 2022.They respond in 2 business days minimum so pretty bad at communication.As stated in their website, if the diminished value case is not closed in my favor I'm guaranteed a refund.I requested a refund on 10/19/2022 and it is already 1/12/2023 and still didn't get my refund back. It seems like they're dragging the situation so that I'll eventually forget about my refund by telling me "it'll take 30 business days for our CPA to send you a physical check" or like "The check should've already arrived" but nothing arrived as of now. If you're looking to get diminished value help, please avoid ******** and *************Short summary:- bad at communication - not acting through their promises as a business - full of lies - big waste of time, mental health, and communication

  Business Response

  Date: 01/15/2023

  We credited this clients credit card as soon as we noted the issue with the refund. ************************* Owner of ******** Tell us why here...

• Initial Complaint

  Date:12/22/2022

  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.

  July 28 2022 Dispute amount $350 According to the the website policy that i get full refund of my appraisal money if the insurance company denied the diminished value claim or paid less than the appraisal money which is exactly what happened and i even appealed with them and they still denied it After that autoloss.com after being presented with the 2 denial proofs they still refused to refund me my $350 appraisal money going against their website policy Please see the attached AAA insurance denial letters and appeal denial and a screen shot of autoloss.com refund policy

  Business Response

  Date: 12/24/2022

  We have been working with this client.  He refuses to follow the process and send anything in writing.  He stated if he did not get his money back he would write many negative reviews. i refuse to be extorted.  He has to send us what he has gotten from the insurance company so we can help him.. I have sent him the refund policy many times and he keeps on saying he is eligible for a refund.. He has just started the process and is not eligible for a refund which he knows.   ************************* Owner of ********..

  Customer Answer

  Date: 12/24/2022

   
  Complaint: 18628142
  
  I am rejecting this response because:
  That is a lie , I already attached with the complaint the same attachments I sent to the ******** and ****** which is the two

  official letters of the insurance company denying the diminished value claim after following the company steps and getting dealer quote and sending them and appeal  and looking at other reviews online autoloss.com have the same exact infamous reputation of denying to refund the money back against their own policy to similar customers.. I m not making things up

  they think they can get away with it

  the good thing is all these replies and screenshots will be publicly available for people to see with the bbb complaint to expose their typicsl scam of refusing to refund their clients routinely and their unprofessional behavior in replying to their customers 

  by the way these are just fee of the  screenshots I have of them refusing to refunf other customers 

  I have lots more from different websites 
  Sincerely,
  
  *********************

  Business Response

  Date: 01/11/2023

  At the end of the process if they don't have at least the appraisal fee they get their fee back. .This client refused to follow the process.  Also, we have been in business over 20 years and have completed over ****** DV Claims.  Yes, in the last 20 years we have had clients such as this that refuses to follow the process.  ************************; 

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18628142
  
  I am rejecting this response because:
  I followed the process thoroughly i even filed a complain with the insurance consumer affair as instructed 

  The fact that autoloss.com is still denying the refund is a breach of contract because everything they asked for has been done
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/18/2022

  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.

  This is a scam company. They promise to guide you through the process. Instead they send n appraisal report that looks like it was prepared by five year old. This is promptly rejected by the insurance company. After that you are on your own. They leave you hanging. And, no way They stand behind thier money back guarantee.. I took the loss of $300 I paid them. Run not walk away from This scam company.

  Business Response

  Date: 10/20/2022

  We posted this on the internet as well.  We asked this client to get a dealer trade in quote so we could write a demand letter to help him further.  Rather, then get a local dealer quote he decided to email us many unprofessional emails.  We even let him know he can get the dealer quotes on the internet.  He refused to get the quote and instead stated he wanted his money back.   We sent him the refund policy as well as it is on www.autoloss.com.   We told him he was in the initial part of the claim and we would refund the fee at the end of the process if need be.   He has not gotten back to us. ************************* Owner of ********