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            ComplaintsforAuto Club County Mutual Insurance Company

            Auto Insurance
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            Complaint Details

            Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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            Complaint Type
            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              Auto Club County Mutual Insurance Company denied my claim after I was slammed in the side of my 2 month old ***************************************************************** other complaints. Cant get ahold of insured,waiting on police report and such. Then I get a letter in the mail.. claimed denied .. insured said wasnt at fault. Hmmm big surprise.. I was straight up slammed in the side of my truck and police officer put their insured at fault 100% ********** report reflects as such,but insured says she wasnt at fault ,that s good enough for the very shady company. My truck gets messed up and I have to deal with such ***** nonsense on top of it ..

              Business response

              01/11/2024

              The claim was reported to AAA on December 7, 2023, shortly after the claim was reported, we attempted to contact the insured driver on multiple occasions to confirm the loss facts as reported. While we were unable to reach the insured, at that time, we informed you of our need to speak with the insured and verify the facts of loss before we could determine liability.In regard to the police report, it is noted on the report that you turned into the wrong lane that is meant for vehicles in the turnaround. It is noted the Claims Adjuster contacted our driver through phone and secured their statement on December 11, 2023. It was determined during that conversation that the facts of loss were disputed. Additionally, it is noted that the Claims Manager, ***********************, contacted you to discuss the loss and requested any additional documentation that you had to support the facts of loss. To date, *********************** has not received any documentation from you to support your liability claim and you informed you will be pursuing your damages through your insurance carrier. If you have any additional questions or require further information, please contact ***********************, at **************.

              Customer response

              01/11/2024

              I am rejecting this response because:   It is noted as they say their insured was turning in the same lane as me and was initially behind me and some how managed to collide into me . Into the side of my *********** never Spole to that ***** person . Police report clearly puts their insured at fault. 

              Business response

              01/11/2024

              Our initial response explains our claim handling in detail. If you have any further questions, we encourage you to speak with *********************** at ************.

              Customer response

              01/11/2024

              I wanted to add to my response that she /their insured did not want to allow me time to get going ,tried to go past me ,which is nuts and slammed into me. ****** officer told her she was at fault. She tried to change her story slightly and his response to her was..even if that was true You Would Still Be ********* ****** report unmistakably put her at fault. As well as she received a citation for an expired sticker 

              Customer response

              01/13/2024

              This is straight from the police report. I am unit 2 and that can not be desputed as he refers to unit one as she ( I am he ) clearly states I was in front,she was trying to take the lane and hit me. As well as she got a citation for no registration. The vehicle wasnt even legal to be on the road. State Farm is handling things for me at this point,but I want the facts on here. As her insurer/ whoever responded was not being truthful/ was attempting to be deceptive 

              Customer response

              01/13/2024

              Attached from police report 

              Customer response

              01/22/2024

              I am rejecting this response because:   

              I wanted to add to my response that she /their insured did not want to allow me time to get going ,tried to go past me ,which is nuts and slammed into me. ****** officer told her she was at fault. She tried to change her story slightly and his response to her was..even if that was true You Would Still Be ********* ****** report unmistakably put her at fault. As well as she received a citation for an expired sticker

              This is straight from the police report. I am unit 2 and that can not be desputed as he refers to unit one as she ( I am he ) clearly states I was in front,she was trying to take the lane and hit me. As well as she got a citation for no registration. The vehicle wasnt even legal to be on the road. State Farm is handling things for me at this point,but I want the facts on here. As her insurer/ whoever responded was not being truthful/ was attempting to be deceptive 

              Attached from police report 

               

              Customer response

              01/22/2024

              BBB I proved my case with what I submitted. Thanks,*********;
            • Complaint Type:
              Problems with Product/Service
              Status:
              Resolved
              Dear Better Business Bureau,I am writing to file a formal complaint against Auto Club County Mutual Insurance Company due to their lack of communication and action regarding a hit-and-run incident involving one of their policyholders, *********************, who damaged my vehicle on October 17, 2023.The accident, clearly captured on camera, shows ******************** vehicle colliding with mine and then leaving the scene. Despite this clear evidence and it being over a month and a half since the incident, I have not received any updates or information regarding the repairs from the insurance company.I trust the BBB's intervention will prompt Auto Club County Mutual Insurance Company to expedite the resolution process.Thank you for your assistance in this matter.

              Business response

              12/14/2023

              On December 5, 2023, Claims Team Manager, *********************** spoke with you and discussed the current status of your claim and the reason why coverage has yet to be enforced. We are in receipt of the documentation you have provided to support your claim. The video evidence indicates that our insureds vehicle was involved in this loss and clearly struck your parked an unoccupied vehicle. We also are in receipt of the police report you filed that also documented the loss. We were able to speak with our insured, **************** on December 7, 2023,and verify that he was the driver at the time of the loss and was at fault for the loss. We have since been in contact with you to accept liability and schedule your vehicle for repairs. Should you have any questions, please contact *********************** **************.

              Customer response

              12/14/2023

              I have reviewed the business response and accept this resolution. 

              Business response

              02/20/2024

              You noted concerns with signing the property damage release form to settle the diminished value claim that you submitted. Upon review, normally AAA secures a release form for the agreed diminished value and any prior payments issued for property damage. We are happy to report we have settled your claim and issued payment. If you have any questions or require further information, please feel free to contact Claims Team Manager, ***********************, at **************.

              Customer response

              02/20/2024

              I have reviewed the business response and accept this resolution. 
            • Complaint Type:
              Billing/Collection Issues
              Status:
              Resolved
              Quoted $1625-auto annual premium. Added my dad-driver.The rep ************************* listed my dad as Married-accurate and me-single accurate but then listed I was Married. 4/13/23 rep ****************************** I was listed as Married to my Dad.We got him on the phone to exclude him from the policy since ********** added him to my Homeowners policy without my knowledge.My father was listed as the primary policy holder with me and not just a Driver on the policy.once he was removed and I was listed as single I was quoted that policy would increase around $54 a month.I agreed.Then I got a letter in the mail on 4/19/23 that my original quote of $1625 was incorrect and my premium would be raised to $3,683. I called they said it was because I removed my father and I was listed as single now so Im more of a risk. I added him back but even with doing that the policy only decreased the premium by a small amount. Its because they know Im not married now. I couldnt get back to the rate I was quoted. I chose to cancel the policy because I could not afford to go from paying $139.41 to now $423.85/month.I was told I would get a cancellation fee and I could speak to a supervisor to discuss. I got the cancellation fee of $888. I left voicemails for ************************* (Kessingtons supervisor) on:6/1/23 10:51am 6/9/23 2:42pm 6/23/23 10:29am None returned. Then called ***** (******* supervisor) 6/23/23 10:40am. Also not returned.8/8/23-Spoke to ************************* to higher supervisor and I will get a call in 24 hrs.No call.8/28/23- 3:27pm. Told Supervisor will call,No call.9/6/23-***** to ****** and *********. Told supervisor will call,No call.9/14/23 spoke to ****** and he spoke to ****** but she was on a call and will call. No call. Its unfair to quote$1625 in contract when I never represented myself as Married and then increase-$3683 and NOT waive the fee. I would have NEVER agreed to $3683 if I was quoted properly. Error on AAA part.UNPROFESSIONAL to NOT call back 8 requests.

              Business response

              10/12/2023

              Our response explains all policy handling and transactions in detail. Regrettably,when processing your request for cancellation, we missed an opportunity to enter the appropriate cancellation reason of misquote at new business thus, you were assessed a short-rate cancellation fee. On September 25, 2023, after being advised that your policy had been assessed a cancellation fee, *******************,submitted a request for the fee to be waived due to our agents oversight designating the appropriate named insureds. This request was approved resulting in a revised amount outstanding of $573.66 for earned premium. As a courtesy,we have also waived the remaining balance. As of today, October 11, 2023, your policy is cancelled effective June 1, 2023, with no outstanding balance. We apologize for the service issues you experienced. Should you have any questions, please contact Mr. ************ at **************.

              Customer response

              10/12/2023

              I have reviewed the business response and accept this resolution. 

              Thank you for the attention to this matter and prompt resolution. 

            • Complaint Type:
              Billing/Collection Issues
              Status:
              Resolved
              On May 10, 2023, I purchased home and auto insurance from the Auto Club County Mutual Insurance Company. (AAA) Within 2 months of paying premiums, AAA informs me in a letter that they would be canceling my home insurance, on July 25th, due to my home is in a high risk for brush fire. (I live in a wetland.) I feel this is something AAA should have been upfront with before I paid premiums. My auto insurance was combined with this, even though paid separately, to receive the bundle discounts that all insurance companies provide. With AAA canceling my home insurance, this would lose my discounts. To get discounts with another insurance company, I would need to bundle home and auto. I contacted AAA insurance to cancel my remaining auto insurance and they told me to contact my agent or they would have to charge cancelation fees. So I did contact my agent, *************************, and he said to email him and he would cancel it and wave any fees. I emailed ***** twice and received no response. I emailed his manager, *************************************** and still received no response. I contacted AAA again, via phone, and talked with many service reps who seemed very uninterested to help me. Finally talking to one that listened to my situation and agreed that I should not have to pay anything extra for canceling. He said he would put notes in my records and this should be the end of it. Then, one month later I receive a collection letter from AAA saying I owe them for another month's premium. No one in customer service will help. I've talked to 5 people today, and they pass me on hold and hang up. AAA is trying to charge me another month's premium or they will report it to my credit. I had insurance with AAA for two months and paid two months of premiums. I refused to pay any canceling fees because they canceled my home insurance that would have changed my auto policy. The bill sent to me says "for premium". Please help.AAA act# TPA ********* Canceled July 7, 2023.

              Business response

              09/05/2023

              Response offers apology. We made a business decision and waived the short rate fee and a refund is being sent. If you have any questions, please contact **************' ******* at ************.

              Customer response

              09/05/2023

              I have reviewed the business response and accept this resolution. 
            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              Quoted me a given amount for car insurance, then changed the price without notice. Would not listen to call recordings. Then charged me an invalid cancellation fee despite the fact that they had breached the contract. Explained to them repeatedly but they threaten collections instead of correcting the obvious error. Not sure if they are merely incompetent or intentionally criminal.

              Customer response

              05/10/2023

              Thank you. I realized my complaint was ****** brief. I'm upset that I have to spend even more time, but you also need details. This was for car insurance and RV insurance through AAA. The company name isn't the same as AAA but it is presented as AAA brand insurance. I'm truly baffled why they are digging in on this instead of just fixing it. They charged me the correct amount for the first month, which would seem to indicate they agreed with the amount at at that time. I also obtained competitor insurance (with better coverages) from a combination of State Farm and AmFam at almost exactly the original price they quoted. So it seems like the exorbitant price they tried to change it to later may have been the error, but if so they' couldn't get to that point in the many contacts I made to try and resolve it. Had they corrected the price it all would have made sense. But insisting that it was supposed to be double what I was quoted AND what they had already billed me just never made sense. They wanted to blame me somehow, and wanted me to show all sorts of proof about my insurance I got to replace it in order to stop harassing me. I did get insurance before cancelling with them, and have never had a gap in insurance on either vehicle since they were obtained in 2019 and 2022. But, I am not willing to be further harassed by them after already having lost massive amounts of my time to the switching of insurance twice so rapidly and trying to get them to correct the problem via phone and email. At this point my last email and phone call to them both ended with profanity on my end. Not my best moment but appropriate given their treatment of me. 

              Business response

              05/30/2023

              We provided a quoted annual premium of $2,214, which included a Longevity discount for having twelve months or more of continuous insurance history. Based on this rate, you elected to move forward with the policy. Our agent was unable to verify proof of your continuous insurance history, we reached you by phone and text message prior to the removal of the Longevity discount. Regrettably, since proof could not be verified or obtained,the Longevity discount was removed from your policy which resulted in a revised annual premium of $3,542. Following this change, you received a billing notice with your new monthly payment amount. Since the bill plan selected was our 10-payment Installment plan, the amount due reflected $309.21. Although the bill plan was later corrected to reflect a 12-payment Installment plan,attempts to verify your insurance history were unsuccessful. As a result, you elected to cancel your policy effective 3-23-2023. After your cancellation was processed, a balance of $322.36 remained on your policy including a $234 short-rate cancellation fee. We elected to waive the short-rate fee of $234 and the remaining earned premium of $88.36 due to incorrectly providing a non-qualifying discount. However, during the time we spent working on the noted resolution, we received a request for a payment reversal from your financial institution and your initial payment of $184.64 provided on 2-16-2023, was returned to the card used at the time of your payment. Since the amount returned to you was earned premium for coverage provided from 2-24-2023,through 3-23-2023, a revised earned premium notice will be issued. If you have any questions, please contact ***************************** at **************.

              Customer response

              05/30/2023

              I am rejecting this response because: I have been continuously insured since ****. No request for proof of this was ever sent, they just made that up. No texts, no conversation about it. And when I called to ask why the rate doubled it was not mentioned then either, they instead lied and claimed that was the rate I was quoted. Through all the many calls and escalations, not one mention of this until now. I still cannot say if the initial incident was fraud or incompetence, but they lie by default and will say anything to avoid the truth. Proving continuous coverage is easy, but this was never requested. Again, I have all calls recorded. Those and my text mesaage records will also prove me right in court. 
            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              The client of AAA rear ended to my vehicle on 7/24/2022 while I was stopping at the traffic light. I have in car videos to show the traffic condition (red light, all other cars stopped) and how the other party ran into my car, plus on the spot photos and videos as well. The other party admitted that it was her fault and provided me her driver's license and insurance's policy. I also took picture of her car's VIN # to make sure it matches the policy as well. Filed the claim the same day and AAA provided me a case number. Then for the past 3 weeks, the claim adjuster from AAA keep telling me she couldn't get a hold of their client in an attempt to not to accept liability. I waited and contacted them numerous times, even contact the so called manager, but same excuse was being used, "can't reach the AAA insured", "no process time frame", "be patient" etc. Then on 8/16/22, the adjuster called and left a voice message saying that AAA will not cover the claim, no reason was given despite all evidences showed it was the AAA insured's liability. She also asked me to claim my own insurance instead. How ridiculous?

              Business response

              12/05/2022

              Business Response /* (1000, 7, 2022/09/01) */ A review of our claim file indicates that the loss was reported to AAA on 7-24-2022. On 7-26-2022, we provided an update to you advising that we are investigating the claim. Our coverage investigation was concluded on August 12th and it was determined that coverage did not apply at the time of the loss. We also attempted contact with you by phone and left a voicemail to confirm that our policy did not provide coverage for this loss. A formal denial letter was also mailed to your attention. If you have any questions, please contact Claims Manager ***** ******* at (XXX) XXX-XXXX. Consumer Response /* (3000, 15, 2022/09/25) */ AAA's response didn't address the two most important questions. 1. the AAA insured had AAA insurance card & policy number at the theme and when I called AAA on 7/24/2022, the adjuster was able to verify the policy number and related it to the insured, thus, I don't know why AAA said "it was determined that coverage did not apply at the time of the loss". It shouldn't be that hard to figure out if the AAA insured didn't have valid insurance with AAA at beginning. Why it took a month before denying my claim? That makes no sense. 2. I need to know what was the reason why "coverage did not apply at the time of the loss", AAA lacks transparency to the customers and there wasn't a valid reason in documentation to prove what the resolution was based on. If the AAA insured didn't have AAA insurance, why AAA was able to verify their client and took the claim initially? To me, it appearance that the AAA simply tried to get away from its due liability, period. Business Response /* (4000, 17, 2022/10/04) */ Again, our coverage investigation was concluded on August 12th and it was determined that coverage did not apply at the time of the loss. We also attempted contact with you by phone and left a voicemail to confirm that our policy did not provide coverage for this loss. A formal denial letter was also mailed to your attention. If you have any questions, we encourage you to please contact Claims Manager ***** ******* at (XXX) XXX-XXXX.
            • Complaint Type:
              Billing/Collection Issues
              Status:
              Resolved
              My wife and I had AAA as our auto insurance provider for the last 6+ years. Earlier this year (February 2022), we were looking for a better auto insurance rate as we had purchased a new car and had a young driver added to the policy so I reached out to our licensed agent, ****** *******. He told us we could get a better rate if we split the policies between my wife and I and the 4 vehicles we had. The savings was not great but it was substantial enough to make the switch. So on 3/1/22, we split our policies into 2 new ones. Several months later not happy with the amount we were saving, I shopped around again and found a better deal with another provider. I called AAA to cancel my policy on 4/29/22 and thanked them for the service. Two weeks later (6/15/22), I received a cancelation notice for $298.75. I called ****** right away and he told me that was the standard practice if you cancel a new policy within 1 year, you get charged a cancellation fee. ****** never mentioned that to me in our discussions. I called his Branch Manager, ***** ******* on 6/27/22 and pleaded my case that I was never given any verbal notice of this policy. I spoke with her again on 7/6/22 after speaking with ***** a 2nd time, she stated that she would speak with her Regional Manager to see if they could waive the fee. I've left 3 message since, no response. The only reason we made the change was due to the Insurance Agent's recommendation. I disagree with the cancelation fee as I was never verbal told this during the process and would like this fee waived.

              Business response

              10/26/2022

              Business Response /* (1000, 9, 2022/09/06) */ We received a similar complaint from the Texas Department of Insurance. Our response explained the policy handling in detail and confirms we agreed to waive the short rate fee and the member expressed satisfaction with our response. if you have any questions, please contact Terri Stanworth at XXX-XXX-XXXX. Consumer Response /* (2000, 11, 2022/09/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was glad that AAA agreed to waive the cancellation fee. I'm just disappointed it took almost 2 months to resolve this simple issue.
            • Complaint Type:
              Problems with Product/Service
              Status:
              Resolved
              This is regarding a homeowners policy - KYHXXXXXXXXX - that I never authorized to be underwritten. My old AAA insurance policy was underwritten through another AAA agency in Michigan I believe and I got a letter stating that the policy was going to be cancelled in May so I went out and got insurance through Allstate and notified AAA in early June that I did NOT want to renew insurance set to expire on 7/27/21 with them. AAA went ahead and billed my mortgage company anyway for the renewal and they somehow accidently paid it on 6/16/21. I then begin a 8+ week fight of AAA claiming they didn't get the check and couldn't refund it back to either the mortgage company or me. Finally in mid-August, I get a senior manager who confirms it was a bulk check and was received in early July and had been cashed and applied to my account. She therefore would authorize a refund check to me so I could return it to my mortgage company. I got that check back at the end of August. BBB got involved to help get that resolved - per the attached claim. I hear NOTHING from AAA until November and they start emailing/calling me saying I need to provide proof of alternative insurance or make a payment for the premium again. I start calling and get confirmation from Zack van Brocklin that it's not the case and the balance is zero. Then again, I get a letter so I send a cease and desist certified letter to this company. 2 days later, they threaten me with collections on a balance that they already refunded me. Today when I called at 10:20 am, the representative hung up on me and refused to get a manager on the phone. It has been an absolute nightmare. A California insurance Supervisor, Melanie Morris has been the only person I've been able to get on the phone and she has no access to the policy, however, even she can't get anyone to answer or respond. It's just typical of the experience I have with this organization. They issued a refund and the case is closed.

              Business response

              02/16/2022

              Business Response /* (1000, 7, 2022/01/19) */ According to our records the insured was sent a non-renewal notice from Auto Club Group (ACG) notice on May 8, 2021. On May 17, Auto Club Indemnity Company (Indemnity) issued a policy effective July 27, 2021, forwarded policy documents to the insured and mailed an invoice to the mortgagee. On June 21, 2021 at insured's request Indemnity cancelled the policy effective July 27, 2021. Cancellation documents were mailed to mortgagee. On August 16, Indemnity received a bulk check from the mortgagee and the amount due ($2,518.81) was applied to the cancelled policy. Indemnity issued a refund check to Mr. ******* on August 19. On August 27, 2021, the mortgagee issued a stop payment request for the amount paid ($2,518.81) for Mr. *******'s policy. Mr. ******* received the refund check and sent it to the mortgagee. After discussions with AAA East Central executive management a decision was made to free Mr. ******* of any financial obligation. We believe he acted in good faith and returned the refund check to his mortgagee. Consumer Response /* (2000, 9, 2022/01/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response as long as I am released from financial obligation per their commitment.
            • Complaint Type:
              Problems with Product/Service
              Status:
              Resolved
              Claim XXXXXXXXX Policy# TPAXXXXXXXXX The client of AAA caused an accident on 4/26/21 by making an illegal pass. The police were called and their client received a ticket for making an illegal pass. Their client was confused and this is confirmed in the police report. AAA has been provided a copy of the police report, pictures of the accident, and a statement of what happened. They have yet to accept liability. I feel AAA is using a loop hole of saying they cant reach their client in an attempt to not to accept liability. There has to be some legal recourse for consumers not to be taken advantage of by big insurance companies using this excuse not to stand up to their responsibilities.

              Business response

              07/02/2021

              Consumer Response /* (2000, 6, 2021/05/26) */ Claim handled. Liability accepted. Please close
            • Complaint Type:
              Problems with Product/Service
              Status:
              Resolved
              I am following up with your company regarding my recent request for an auto insurance quote for myself and my wife, in addition to our two vehicles. Recently, your company notified me that the quote provided was at a higher-than-usual rate due to "records in my consumer report". The disclosure goes on to state that this information was obtained from a third-party company, known as '******'. Based on this disclosure, I requested a copy of my consumer report from ******. A copy of said report is enclosed. I have reviewed my ****** consumer report, and have found absolutely no derogatory information. It shows a consistent history of coverage for as long as I have been a Texas resident, with no gaps in coverage. Needless to say, this raises questions about why your company opted to exclude us from a preferred rate. At this time, I am requesting an explanation as to specifically what information was used to make this decision.

              Business response

              05/17/2021

              Business Response /* (1000, 7, 2021/04/19) */ According to our records, Ms. Melanie ****** assisted with your auto insurance quote. She reviewed the information you provided during the qualification process. During the process, reports were ordered from ****** as well as ***********. They are both very different reports. ****** is used to verify Insurance Coverage/Longevity, whereas *********** verifies the Consumer Insurance Score, as well as your CLUE Report and Motor Vehicle Report. During the quote, the *********** report returned a Consumer Insurance Score which was lower than average. AAA Texas uses the Consumer Insurance Score to rate and/or exclude per our underwriting guidelines. Although your ****** report, as stated in your inquiry, brought back 3 years of prior coverage with no lapses in coverage, your CLUE report with *********** brought back 2 Non-Fault claims within the last 3 years and 3 months which also increased the amount of the quote. Our records indicate Mr. Sohn ****** Regional Call Center Supervisor, reviewed your information and attempted to contact you on 4-09-2021. Although his attempt failed to speak with you directly, he did leave a voicemail requesting a call back to explain the issue. If you have additional questions, please do not hesitate to contact Mr. Darrell ******* Regional Manager at (XXX) XXX-XXXX. Consumer Response /* (2000, 9, 2021/04/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for this clarification. I will research my *********** report, as I suspect there is probably wrong information in that report.

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