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:08/16/2022

  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.

  Very deceitful practices. ****** was rude over the phone and over charged my credit card.

  Business Response

  Date: 08/18/2022

  We have tried to help this customer at lenght.  I have attached the email thread below.  He contiues to not follow the process and he continually swears at us.  ****** ******

  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.
  
  Thank you,
  
  Support Team
  Autoloss.com
  877-655-1661
  Thank you,
  [email protected]
  
  Please don’t forget to cc ******@autoloss.com in anything you send to me. This will guarantee a quick response. We will get back to you within 24 to 48 hours.
  
  From: **** *. <*****************>
  Sent: Saturday, July 30, 2022 1:04 PM
  To: Autoloss Support <[email protected]>
  Subject: Re: DV Claim
  
  Will you process my refund now. 
  Sent from my iPhone
  
  On Jul 29, 2022, at 1:40 PM,
  Autoloss Support <[email protected]>
  wrote:
  
  This is a required step. Please complete it for us to draft
  you up a demand letter. This was also in the packet we provided to you at the
  very beginning of signing up. Failure to complete necessary steps just prolongs
  the process.
  
  Thank you,
  
  Support Team
  Autoloss.com
  877-655-1661
  Thank you,
  [email protected]
  
  Please don’t forget to cc ******@autoloss.com in anything you send to me. This will guarantee a quick response. We will get back to you within 24 to 48 hours.
  
  From: **** *. <*****************>
  Sent: Friday, July 29, 2022 9:42 AM
  To: Autoloss Support <[email protected]>
  Subject: Re: DV Claim
  
  Do your **** job or give me my
  money back. 
  Sent from my iPhone
  
  On Jul 29, 2022, at 12:25 PM,
  Autoloss Support <[email protected]>
  wrote:
  
  The report we submitted for you is your proof of
  pre-loss value.  Now we need to be able to show proof of post-loss value. We
  will need to incorporate a dealer quote into your demand letter to do
  so. A quote for the value of the vehicle with the accident considered will
  add strength to the claim. The DV manual that ****** sent you originally
  goes over this step.  Send me a quote and we will draft the demand
  letter. The true measure of a damaged vehicle's inherent loss in value can
  be measured as the difference in the value of the vehicle before the loss to
  that after the loss, prior to or after repair.  Just simply state, “My car was in an accident; I’m
  thinking about trading it in and was wondering what you’ll give me for
  it.”.  Sometimes your accident isn’t posted in Carfax or Autocheck
  yet.  To be on the safe side, please bring along a copy of your final
  repair bill. Please make certain that you do NOT
  mention diminished value at all. Remember, if they won’t give you a printout of their appraisal,
  that’s okay. A
  business card from the dealership with the trade-in amount wrote down on it
  will be acceptable. If you are not able to get a quote in person, we
  suggest getting a quote online from places like Carvana, Autotrader, or Vroom.
  Prices online tend to not be as inflated as they are in person, which helps are
  numbers in our report. Please send a copy of the trade in offer you receive,
  and we can draft you up a demand letter.
  

  Customer Answer

  Date: 08/24/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  

  You were hired to do a complete diminished value report with a full appraisal of what my vehicle is worth after the accident. All you did was give me the runaround nonstop and I’m not gonna put up with it
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:08/03/2022

  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 Contact ******** for DV. According to ************************* I qualified, she asked me to pay fee 325 $. I asked if Lease qualified for DV. She told me YES!. After paying the claim was sent to the insurance company, ********************* said that the Lease does not qualify for DV. ****** sent the claim to *************** owners of the lease. *************** replied that I did NOT qualify. ****** sent the claim to LandRover America, which responded the same No caliph! That's when ***************************** tells me that she will give me back only $150 because it was my responsibility to read that Lease does not qualify for DV.

  Business Response

  Date: 08/05/2022

  At no time did we state if your vehicle is leased you will get your appraisal fee back if the claim does not work out successfully.  The refund policy is also clearly stated on our website www.autoloss.com.   The client does not own the vehicle so rarely do lease claims get resolved successfully..  We sent the client a partial refund just because we wanted to help in any way.  We spent months working on this claim with many demand letters, emails etc.. ************************* Owner of ********  Tell us why here...