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:05/05/2025

  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 filled out an online form on Ethos web page to get a life insurance quote. I did not have any interest in getting coverage. Last Saturday April 26, 2025 I started getting phone calls from multiple phone numbers saying they were calling because I filled out this form and they wanted to close my file. They started asking for personal information that I will not give. I told them I was uninterested. They became rude and berating. I hung up and they immediately called back. I received 4 phone calls from this male in leas than 3 minutes. He was rude and demanding. That evening I received another round of calls. They would never identify themselves or their company regardless of being asked, just said I had to cooperate or they would keep calling until I did. They said it was because I filled out this form. This is not behavior of legitimate or honest people. They have called me at least once to twice a day every day this week. I want this contact to cease immediately and I want my information deleted. I suspect this company to be fraudulent at this point.I have screenshots of my call log but I will not share them if they may go to the company because I dont trust them.

  

  Business Response

  Date: 05/08/2025

  Dear ******,
  
  Thank you for reaching out and bringing this to our attention. We're truly sorry to hear about your recent experience, and we understand how frustrating and intrusive unwanted calls can be. Please know that your privacy is extremely important to us, and we take your concerns very seriously. 
  
  We wanted to provide you the link to our privacy policy and the option to manage your privacy preferences. By clicking the link below and selecting Make a Privacy Request, you can:
  
  -Request data deletion
  -Opt out of marketing communications
  -Opt out of sales-related contact
  
   ***********************************************
  
  We encourage you to submit your request using the link above so we can take immediate steps to honor your preferences. If need help at any stage, please dont hesitate to reach out to us at **************. We sincerely apologize for the inconvenience you've faced and appreciate you taking the time to notify us.

  Customer Answer

  Date: 05/08/2025

  Complaint: 23280924
  
  I am rejecting this response because:
  I have already used the privacy policy link and requested removal of my personal information. It did not change the issue. I have continued to receive daily calls from people claiming to be the senior policy adjusters. If I block their number, they call from a new one. They have information that I have only provided via your page, and your company is the only entity I have shopped rates with, so it is quite obvious this is coming from your business or affiliates.
  Regards,
  
  ****** ******

  

  Business Response

  Date: 05/20/2025

  Hi ******,
  
  We're very sorry to hear about your unfavorable experience. Please know that your concern has been forwarded to our Privacy team, and appropriate action has been taken on your request.
  
  If you have any further questions or need additional assistance, please dont hesitate to reach out to us directly. Were here to help.
  
  Thank you,
  Ethos Support

• Initial Complaint

  Date:03/26/2025

  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 asked to cancel our 30 free trial about 10 days after subscribed (2/28/25). I realized the free trial did not include what was advertised. I called and was told to email our cancellation request. I emailed several times to the email address they told me to *************************************** and was repeatedly told i had to cancel via the original welcome email. I NEVER RECEIVED the original email so i could not "click" the cancel request inside that email. I asked for them to resend the email - they would not. I emailed several more times requesting to cancel the free trial before the charge occurred on my card 3/28/25.

  

  Business Response

  Date: 03/31/2025

  Dear ******,

  We sincerely apologize for the inconvenience you experienced while trying to cancel your free trial. We understand how frustrating this must have been and regret any confusion regarding the cancellation process.

  Please know that our team has already initiated your refund. The amount should reflect in your account within 5-10 business days, depending on your banks processing time.
  We truly appreciate your patience and understanding. Your feedback is invaluable in helping us improve, and were here to assist if you need anything further. Please dont hesitate to reach out.

  Thanks, 
  Ethos Support

   

• Initial Complaint

  Date:03/25/2025

  Type:Billing 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 have a current policy with ethos life insurance. My bank was hacked in February so I had to open a new account. I have been reaching out to ethos for over a month to update my billing information to avoid my policy lapsing. I get the run around over email and when I call get outsourced to ***** where they tell me I cannot update my billing online nor can I login due to an engineering issue. My policy will lapse in 6 days and they refuse to put in writing that my policy will not lapse due non payment since they cannot update billing info. I have called and emailed almost daily since 2/21

  

  Business Response

  Date: 03/25/2025

  Thank you for reaching out to us. We apologize for the inconvenience you're experiencing with updating your payment method as well as the access to your policy portal. We are aware of the issue and have escalated it to both our leadership team and the engineers working on the member portal. Please rest assured that we are actively working on a solution to the problem users are experiencing. Once the issue is resolved, we will contact you to ensure everything is addressed. Thank you for your patience and understanding.
  

• Initial Complaint

  Date:03/24/2025

  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 to adjust my policy coverage amount. I was informed it was possible within 30 days which is within the timeframe I called. The person said they would open a ticket and no one called me back. I called a second time and no one called me back. I called a third time and that person said they would mark it high priority and I havent gotten a call back for a third time. Each time I called I spoke with a person and explained what I wanted to do.

  

  Business Response

  Date: 03/24/2025

  Thank you for bringing this matter to our attention.
  
  We sincerely apologize for the inconvenience the client experienced due to the delay in Follow-up on their policy change request.
  
  Upon reviewing all call interactions, we found that the client reached out multiple times without receiving a callback as initially assured. We have addressed this internally and provided feedback to our service team to improve follow-up and escalation processes.
  
  To resolve the issue, we have:
  Escalated the request to the relevant team for immediate action.
  
  Provided the client with the direct phone number to our Sales Team for immediate assistance.
  Sent an acknowledgment email to the client, confirming that a representative will be reaching out as soon as possible.
  Escalated the matter to our manager to ensure the Sales Team follows up promptly.
  We appreciate the client flagging this issue and are taking the necessary steps to prevent similar occurrences in the future. Please let us know if you require any further details.

• Initial Complaint

  Date:03/12/2025

  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.

  3/11/25 I went on ethos website for a life insurance coverage quote. I answered a lot of questions and was approved for a term life policy and there was an accidental death policy that was offered but I only wanted the term life policy. I opted to get the policy & thought Id call them immediately to see if I could get the The accidental death policy that was offered on the website says its powered by Mutual of Omaha removed but I ****** voice voicemail which I thought was odd but I left a message anyway. I tried to contact them through another number but that number just has me on hold for hours. I contacted *************** and they said that they have NEVER heard of ethos & that my information doesnt show in their system! So, I contact the number that is on ****** and got to a *** from trustage life insurance who tried to help me get in contact with them and she stayed on the line for 30 minutes then tried another number that worked after a while. The person ***** if thats his real name, answered and was very callous & unprofessional about the situation so I asked to speak with someone else and he hung up. Im currently on hold in the queue for over an hour now trying to get the application for the accidental death policy canceled and not have my bank account charged. Im now concerned that these people are scam artists and they have my bank account information! What company has a ****** voice number for their business?! What customer service ***resentative speaks like he doesnt have time to be bothered?! I have an email confirmation from ethos about my application being approved but no policy number. I need this resolved now! These people have some very questionable business practices! Im not sure theyre legit at all!

  

  Business Response

  Date: 03/13/2025

  Dear Tyrishia,
  
  Thank you for sharing your feedback about your recent experience with Ethos. We sincerely appreciate your time and value your input. We apologize for any inconvenience you may have encountered.
  
  Please know that your concerns have been shared with the manager of the representative you spoke with to ensure we continue improving our service.
  
  We understand that you would like to cancel your Accidental Death Policy. As this must be done directly with your carrier, Mutual of Omaha, please contact them at ************** or visit their website ****************************************************************** .
  
  If you need any further assistance or have additional questions, our support team is always here to help.
  
  Sincerely,
  The Ethos Team
  

• Initial Complaint

  Date:02/13/2025

  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 attempted to use the website to update a simple will. The website is difficult to navigate and was having technical issues that day. I contacted them more than once and finally closed the account. Today $149 was debited from my checking account. The first rep hung up on me. The second rep said I have to wait for an email from some other team. Both **** told me I don't have an account in the system under my email or phone number EVEN THOUGH I RECEIVED AN EMAIL CONFIRMING RECEIPT OF PAYMENT. There is no billing department. He repeatedly said "we are a legit business". Are they??? With overdraft fees I'm out over $300 and I'm at the mercy of an email that I may or may not get. I work in the legal industry. This is a disgrace.

  

  Business Response

  Date: 02/17/2025

  Dear ******,
  
  We sincerely apologize for the frustration and inconvenience you have experienced. We understand your concerns regarding the website issues, account access difficulties, and the unexpected charge. After reviewing your case, we have processed your refund, which should reflect in your account soon. We also regret any miscommunication during your previous interactions and appreciate your feedback as we work to improve our processes. Please rest assured that we take this matter seriously.

  If you have any further questions or need additional assistance, feel free to reach out.

  
  Best Regards
  Ethos Team

• Initial Complaint

  Date:01/31/2025

  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.

  On January 9, 2025, I received documents from Ethos/******** via email, email docs, and regular mail indicating they were voiding my insurance policy (JT02507173) due to previous health conditions. The policy was purchased 12/15/2023. I have no issue with the cancellation of the policy. My premiums I submitted to them through December 2025 totaled over $1900.00, for which they informed me that I am entitled to a full refund of the paid premiums within 7 to 10 business days. On Tuesday, January 28, 2025, I called and the *** informed me that I had to do an address correction over the phone before processing the refund. I was furious! My address has been the same as evidence by the previous correspondence. Besides, I had to call them! He advised me that the refund was processed and mailed to me on Tuesday, January 21, 2025, and to expect to receive it no later than Friday, January 31, ********* forward to Thursday, January 30, 2025. I receive a call from them at 10:51 AM EST. The *** proceeded to ask me for my FULL social security number over the phone, not the last 4 digits as they usually do. I refused. He then became very condescending and sounded as though he was annoyed that I wouldnt obey his command. I kept refusing his demands and then ended the call. I became suspicious and I then immediately called them and requested a manager to voice my concerns. A manager by the name of Raheem or Rakem called back *************). He proceeded to tell me that the *** is not supposed to ask for my full social security. He then proceeded to tell me that they have to do an address correction AGAIN before processing and submitting to me my refund. I was furious at the stall tactic and the attempts made to test my intelligence and follow up! He advised that he would reach out to me by the end of the day on Thursday, January 30, 2025, with an actual mailing date of my refund. I have not heard from him as of the writing of this complaint.

  

  Business Response

  Date: 02/03/2025

  Greetings,

  Thank you for bringing this matter to our attention. We have reviewed the concerns raised by ******* ***** regarding their policy rescission and refund processing. Below are the actions we have taken to address the issue:
  
  Refund Status Confirmation: Our support team manager reached out to the client to confirm that their refund check was dispatched by ******** on January 22, 2025.
  Address Verification: We acknowledged the clients frustration regarding multiple address verifications. We have escalated this concern internally to ensure smoother verification processes moving forward.
  Follow-Up Commitment: We have informed the client that their concerns have been shared with the appropriate teams for review and process improvement. Additionally, our support team remains available should they require further assistance.

  
  We appreciate the opportunity to address this complaint and are committed to improving the customer experience. Please let us know if any additional information is needed.

  ****** *****

  Brand Reputation Specialist

• Initial Complaint

  Date:01/02/2025

  Type:Billing 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 December 5th, 2024 I was notified of a new charge to my checking account in the amount of $237.42. I called my bank to investigate and their investigation showed that this amount was an automatic withdrawal set up from my checking account using a routing number and checking account number for a ********************* policy attached to the name **** Hoti. I have no affiliation with this person or this company. I immediately requested stop payment and blocked them from withdrawing future payments however my bank notified me that due to the timeframe I need to work with the company to be refunded. I contacted ********************* on December 19th. They located the account and I sent over a bank statement through email proving all 13 payments that have gone through my checking account totaling $3086.46. There was never a time where I was asked to approve any transaction or automatic payments. Senior ************** informed me that a sister company of theirs called Ethos owned the account and to contact them. I have called multiple times as listed below and each time I call, I am told they cannot transfer me to any supervisor, nor can I talk to their investigations team. They claim to have escalated my concern and that a supervisor will call within 24 hours with an update- and claim all calls have been recorded. I have NEVER received a call back- but I have continued to call. I called: 12/19/24 7:29pm , 12/20/24 @ 9:22AM, 9:30Am, 1:57pm; 12/23/24 @4:04pm, and 4:23pm; 12/30/24 @11:46am, and 5:35pm. I am asking for the full refund plus any interest at this point and compensation for time to refund as it was promised on 4 occasions I would receive a call back within same day or 24 hours and they have never called.

  

  Business Response

  Date: 01/09/2025

  Hello,
  
  Thank you for sharing your feedback.
  
  Were truly sorry to hear about your experience and appreciate you bringing it to our attention. While were unable to discuss specific customer matters on third-party platforms to protect your privacy, we understand that one of our support managers has already reached out to you. They are actively working to address your concerns and ensure a resolution.
  
  If you have any additional questions or need further assistance, please dont hesitate to contact us at ******************************************************************.
  
  Best regards,
  Ethos Support

  Customer Answer

  Date: 01/10/2025

  Complaint: 22748200
  
  I am rejecting this response. At this time a Manager in customer care has reached to me and is attempting a resolution. However, it has been another week and there is no traction on this resolution and refund. Even though there has been contact, I will keep this BBB complaint open until I can confirm that I have been refunded and the issue has been resolved as requested.  I have not been refunded at this time. 
  
  Regards,
  
  April Carrier

  

  Business Response

  Date: 01/15/2025

  We sincerely apologize for the delay in resolving your concern and for any inconvenience this may have caused. We have confirmed that a full refund has been issued, and the tracking number for the refund has been sent to you via email.
  
  If any additional assistance is needed or you have further questions, please feel free to respond to the email, and our team will be happy to assist you promptly. Thank you for bringing this matter to our attention, and we appreciate your patience while we worked resolve this issue. 

  Customer Answer

  Date: 01/18/2025

  Complaint: 22748200
  
  I am rejecting this response. I received the check today from the *** store- as I had to pick up and sign for the package. The check given was check number  ****** dated 1/14/25 for the amount of $2374.20. 

  As stated in my original complaint, the amount of money taken from my account from your company without my permission was $3086.46. From December 2023 to December 2024, 13 total payments, for $237.42 each month. 

   

  This is not refunded in full, and I need the remained of the money refunded as soon as possible. 

  
  Regards,
  
  April Carrier

  

  Business Response

  Date: 01/28/2025

  We apologize for the inconvenience and that your carrier did not provided the full amount of the refund needed. We understand that Senior Life has reissued a check for the remaining amount that was due and the check is being mailed to your address. If any additional assistance is needed or you have further questions, please feel free to reach out and our team will be happy to assist you promptly.

• Initial Complaint

  Date:12/20/2024

  Type:Customer Service 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 have asked ***** *******, who has been representing Ethos *************** to stop contacting me several times. I have also asked three other agents to cease contacting me as I was not interested. I have received numerous calls, texts, and emails even after expressing I was not interested. This company is exhibiting harassing behaviors by continually contacting individuals who have asked to be removed from their contact list and no longer contacted.

  

  Business Response

  Date: 01/13/2025

  Dear ****-****,

  We take your concerns seriously and sincerely apologize for any inconvenience caused. Upon reviewing our records, we did not find a prior request to be added to our "Do Not Contact" list. However, as a precaution, we have updated your preferences to ensure you will not receive further communications from us.
  Additionally, we have escalated this matter to our internal team for investigation, and we are committed to resolving the issue promptly. If you have any further questions or concerns, please feel free to reach out. We appreciate your feedback and the opportunity to improve.

  Customer Answer

  Date: 01/13/2025

  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.
  
  Regards,
  
  ****-**** *****

• Initial Complaint

  Date:11/22/2024

  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 purchased whole life policy (# ES01964297) in April, 2023 and have made $150 payments since that time. The week of 11/18/24 I called their customer service to notify them of cancellation and the cash surrender value. I have spent the better part of a week attempting to obtain the amount of the cash surrender. I was initially told by their *** there was no cash surrender value even though the policy clearly states there is. On 11/21/24, they told me to call Senior Life in ******* as they handle the cash surrender. On 11/22/24 I spoke to ******** at Senior Life who advised "she did not understand why Ethos keeps sending their customers to them as all they handle are the claims for death benefits." Senior Life connected me to Ethos customer service who again told me I had to go through Senior Life to receive the cash surrender check. If I do not receive a quick resolution to this matter, I am p***ared to file a lawsuit in the appropriate jurisdiction.

  

  Business Response

  Date: 11/25/2024

  We are sorry to hear about your experience. We are always striving to provide all customers with a great experience and help them get exactly what they need.  Cash surrenders are handled directly by the carrier of a policy. We've confirmed with Senior Life that their standard procedure is to mail a check within 30 business days of a completed surrender request, assuming there's a balance due. We apologize if there as been any miscommunication or confusion from the carrier.
  
  We will continue to assist you through our established support channels regarding your situation. For the sake of customer privacy and safety, we are unable to discuss specific customer situations on third party platforms.
  
  Thank you,
  Ethos Support

  Customer Answer

  Date: 11/26/2024

  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.
  

  I would like to add to this that the successful resolution to the issue is the direct result of my complaint with the ***********************************. As fiduciary/agent to my account, ********************** had an ethical duty to resolve this for me instead of my having to go through the State Regulatory Board.  You have a slick website, a CEO with impressive education credentials, but unfortunately you are just another company with little integrity and a complete lack of understanding of your fiduciary obligations to your customers.
  
  Regards,
  
  ******* *******