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Business Profile

Fidelity Bonds

Lance Surety Bonds
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/31/2025

    Type:Billing Issues
    Status:
    Resolved
    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.
    Our business has renewed our bond with this company since we've been with them in 2022. They have not updated our policy in their system and no one will call us back. We were given names of 2 representatives aligned to our account, ***********************. When calling BOTH representatives, the phone #s are not active and when using the alphabetical directory, it says no one by the names are found. Jaszalyn ******* and *** ****** are their names. We've emailed both of them and called the main ***** #. When calling the main #, you can only leave a voicemail. No one has returned any of our phone calls. Each year, we pay $160 to renew our bond. We have been unable to get our updated bond accessed/downloaded. This needs to be immediately reported and need resolution

    Customer Answer

    Date: 02/04/2025

    Someone finally returned my call and I have been in correspondence. They still need to remove those that do not work there as 2 messages that I sent through their portal were never acknowledged/answered. Seems like they were bought out but hasn't shifted over their portal/phone numbers/representative names, etc which makes for a terrible customer experience 

  • Initial Complaint

    Date:09/25/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    *********************, an agent of Lance Surety, incorrectly wrote the name of my business in the "Principal" filed on my $100,000.00 bond for an immigration consultant. She wrote my business name in both fields, "Principal" and "DBA". This bond is one of the requirements for my application for an immigration consultant license. This license is given to individuals, not to business entities. The agent should have known this. I have been trying to reach ****** since Friday morning. All my calls to her are being sent to her voicemail. I sent her emails as well. I also left a voicemail for one of her managers. I cannot reach this company to ask them to correct their mistake. Meanwhile, I am delayed from sending my application because the bond that I paid for is incorrect and does not ahve my name on it.

    Business Response

    Date: 09/28/2023

    Hello *****,

    I have had the chance to review the incident with ******. She advised the bond was originally executed on 9/12. The error in the principle field was reported to ****** on 9/22, and the revised bond was corrected and issued on 9/25. Our business strives for 5 star best in class. Service, and we apologize for the frustration caused by the clerical error when the bond was issued.

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

    Director of Operations

Lance Surety Bonds is BBB Accredited.

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