ComplaintsforA-MAX Insurance Services, Inc.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 19th I purchased insurance through a *** to begin coverage aug 18 however when they submitted the policy they had my wife on BOTH the insured drivers and excluded drivers. When I called to make the correction on July 26 they informed me that it would be another 407 dollars due to their mistakes when writing the policy. When I canceled the policy before the insurance ever took effect they informed me that they would not refund the agency fee of **************************************************************************************************** writing the policy that caused the increase. I called to request a refund of the agency fee where they pit me on hold for 30 min before transferring me to somone who sent my call stright to voicemail I left a message and haven't heard back from them.

  Business response

  07/30/2024

  On 7/25/24 ****************** completed an insurance application insuring himself and his wife (*********************************), for one vehicle. Per ****************** request the effective date of the insurance policy was 8/18/24. ****************** is correct that ************** (with no middle name), came up in the household report, which is run by the insurance company, not A-**** It is not unsually to have a spouse listed as a driver, but also appear as an excluded driver with a different variation of the name. A-*** should have better explained this situation to ****************** and to Commonwealth. 

  There was another problem with this policy application. As part of their normal policy issuance the insurance company (Commonwealth) ran driving records and CLUE reports. These reports determined that ************************* ******* (the listed driver spouse) had an at-fault accident, which generated an increase in the quoted premium. ****************** called A-*** on 7/26/24 inquiring about this increase and utilmately asked that we cancel his policy. A-*** called the insurance company and requested the policy be flat canceled and no coverage was ever put in-force. Since ****************** payment of $1373.00 was made to A-*** on 7/25/24 using his credit card we must refund the credit card instead of issuing a refund check. On 7/29/24 a refund of $1373.00 was processed to ****************** credit card. 

  I believe this matter is now closed. 

  Thank you,
  

  **********

   

   

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was insured by this company (which they do 3rd party business with smaller insurance companies) I called and spoke to their agent about cancelling my policy, got email confirmation about my cancellation, and then went ahead and got a new policy with Progressive. AMAX went out of their way to then double charge me $111 dollars pulled directly from my bank account as an auto payment for the month of July. I have called their ****** office 5 times, 1 of which time the agent hung up on me before she was even willing to assist the order. This company is completely fraudulent in how they treat customers and people who are injured in their accidents. I dont see anyone getting the resolution they deserve.

  Business response

  07/24/2024

  The A-******************** contacted ***************** and completely resolved the issue. ****************** was refunded the $111 by Sea Harbor Insurance MGA and the customer wishes to withdraw this complaint. 

• Initial Complaint

  06/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Location ********************************************************************, Purchased insurance agent never explained what the ****** covered until after I sign the forms read that ****** was agency fee but never said what the ****** covered. I assumed it covered the first month of vehicle insurance like other agencies would. Never told me that even after I paid that amount I would have to pay another ****** on 07/18/24 total would be ****** and only one month of insurance and wouldn't go into affect until 06/30/24. I could have paid almost that amount wit progressive for 6 months. When I asked to cancel today 06/29/24 over the phone the Manager asked me to hold and hung up never called back after I gave her my number. Called back another location answered advised me I did not set up with there location but explained everything to me. Upset that I was not informed I went down there and I cancelled and asked for my money back and the Manager was rude even after I apologized that I was upset and not at them but at the whole deal. No empathy from that Manager awful person. I understood I singed the forms but explained its still not right as if I would have been told I could have decided to wait and look around. The Manager's attitude was horrible. All they would have had to do is explain what each amount covered and did not cover. It's all a scam which is horrible that they take money from people in this economy. Who in there right mind would pay ****** for one month of insurance.

  Business response

  07/13/2024

  On 6/24/24 A-*** gave *************** a quote for the coverage that she requested. A-*** completely disclosed the pricing and coverage and *************** decided to purchase the policy. A-*** then created the policy application and all of the documents, including the agency fee agreement, which **************** signed and returned.

  On 7/1/24 A-*** dicovered that **************** was unhappy with the service she received and was confused about how the money she paid was accounted for. A_*** offered to refund **************** the agency fee, but *************** declined told us she had filed a dispute with her credit card company and didn't want to hear from A-*** ************************* a customer files a credit card dispute it almost always results in the consumer getting a full and complete refund. Therefore, if A-*** refunded anything to *************** now, after she filed a credit card dispute, it would likely result in ****************** getting a double refund. Because of this A-*** is left to wait for ******************** credit card company to send us the dispute that she claims to have filed. Once we receive that we will agree to a full credit card refund.  

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 06-04-2024 I contacted A-*** regarding auto insurance. ****** took my credit card info and said policy would be sent via txt, in 10 to 15 minutes for me to sign. That was at 12:11. At approximately 3:55 I rcvd docs. I did not like the way policy was written. I requested a call back for clarification. At 4:17 I requested return of funds to my account.On 06/05/24, I was told transaction was reversed. I've been told "wait a couple of days, it takes up to a week, it takes two weeks" ALWAYS THE RUN AROUND! It is almost three weeks AND NO MONEY.It is 06/24. I WANT MY MONEY. The next complaint will be TX Insurance Commission and then Consumer Affairs. Worst company I've ever dealt with! ****, wouldn't give names, don't give a chit attitude. Horrible customer service. District manager argued with me saying I accepted policy even tho I wouldn't sign it. Told me insurance company would have to pay me not AMAX. MISINFORMATION OVER AND OVER AGAIN. TRANSACTION REVERSED AND STILL NO MONEY.*********************

  Business response

  06/26/2024

  ************** was contacted by the A-****************** for ***********. ****************** complaint was completely resolved and she has reported to us that she is completely satisfied. 

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was involved in an auto accident on 5/21/24. I immediately reported the claim to my auto insurance, AMAX on 5/22/24. I have been paying auto insurance with this company since 11/2023. This company is the broker for the larger company SeaHarbor Insurance. I have given them all necessary information and documentation, including my leinholders fax and contact information. The car was verbally released into the possession of the insurance company nearly 3 weeks ago. I was given the Claims **********************************, whom has been my point of contact. I have even requested my Vehicle Evaluation Report which I received after numerous times of asking from my claims adjuster, which does state my vehicle is a total loss and how much I am expected to receive. After receiving this, I was told by her that there is nothing else that she can do regarding my case. Last week, I was told that my car was picked up by insurance and deemed a Total Loss. Additionally, I was told that someone from total loss would be contacting me on the next business day. This was not the case, as I have not been contacted and cannot get through to anyone despite continuous calls. I then tried to reach out to the broker, AMAX and spoke with a lady by the name of ********. She also told me there is nothing I can do, I am sure someone will contact you. I then asked to speak with a supervisor that could offer me more clarity and was refused. They were extremely unhelpful, just as SeaHarbor representatives were. I am continuously being told there is nothing I can do to help you, someone will call you by all parties involved. I have also called ************ my leinholder for the car, and was told no one from my insurance company have even contacted them despite me giving their information to them. I am now in limbo, as I am still paying Auto Insurance ($254) and a car note ($272) on a car that has been deemed a total loss and had been the insurance companys possession for weeks now.

  Business response

  06/24/2024

  A-MAX Insurance is an agency and we are not licensed by the state to adjust claims or investigate claims. This is an insurance COMPANY responsibility, not an AGENCY responsibility.   In order to help get the customer some information on this complaint I have reached out to ********** Insurance MGA and I am certain they will contact the customer asap. 

   

   

  Customer response

  06/26/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband went in to see if he could get insurance for a car I already had coverage for through AAA. He and I didnt communicate correctly and he purchased more insurance through AMAX insurance on ****************** address is: ************************************************ ***************, ***** *****. So I walked in to the office same day as my husband gave me the paperwork for the insurance.. and I told him I already had it covered with my other vehicle. So about 2 hrs later I went into the office and the manager ***************************** manager of the office and district manager in southeast .. she had an attitude and told me that she would be refunding me a partial payment unless I could show her the other active policy.. I provided it to her. Ive been waiting for a refund.. this happened on 5/18/24, Today 6/10/18 I called the insurance company ******** who is insurance company that contracted and covered the vehicle, and issued the refund said they did the refund that same day. I have been waiting. I was not present or in person when the insurance was purchased.. my husband forged my signature from previous dates I was covered, and the address is incorrect on the policy. No one contacted me to ask for permission to sign for me or anything, I feel they allowed fraud to be done. And they continue on I allow it.. the manager told ******************* the agent that wrote the policy for my husband that she shouldnt be doing that for people she doesnt know.. only to people she knows. I know that is wrong, and fraud is being committed through the company allowing this to go on.. I spoke to 2 other insurance company and I should have been present in order to have gotten insurance in my name and again the address is wrong.. Please look into this fraudulent paperwork being done, because who knows how many others are getting done this way.. so literally can get insurance in anyones name. I felt unsafe as all the other agents were aggressively talking and interrupting our conversation and it made me feel unsafe

  Business response

  06/11/2024

  *** and my North TX Sales Director (***************************) already met about this matter and ******** able to resolve it with *** by refunding her credit card. 

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Saturday 4/20/2024, I bought a car and needed insurance to drive the vehicle off of the lot. I called around and was connected to what I thought was National General Insurance. After being quoted a costs for insurance, I was then notified that it was a brokers office. I quickly agreed to the insurance premium and requested confirmation that if I cancelled the policy I would be refunded what was not used of the premium, etc. I later contacted the company to cancel the policy. The phone numbers did not work for the policy and no one contacted me to discuss the policy. I received an email requesting me to sign a document of cancellation. After paying an outrages amount, I have received a very minor amount of my premium back after 3 days of service in addition to believing that this company has purposely misrepresented their fees and over charged me. I have not heard back from the company after continuously attempts to call back their listed phone numbers. I believe that information regarding this policy was inadequately explained in a way to make a profit and take advantage of my situation when I specifically asked about the refund process.

  Business response

  05/23/2024

  ****************** purchased a policy with A-MAX ********************** on 04/20/2024.  Total cost to start the policy was $625, this amount included $294.63 submitted to the carrier, $55 on agency fees and a $275.37 broker fee.  Insured is presented all documents before payment is taken.  Our broker forms state the agency and broker fees are non-refundable.  Insured acknowledged and signed the forms.  
  
  We received the cancellation request from the customer on 04/23.  Our rep received the cancellation form and processed with the carrier, National General.
  
  National General processed a refund of $189.95 and sent to ******************.  Refund is calculated from the $294.63 submit minus a cancel fee ($50) and days of coverage provided prior to cancellation.  
  
  We have followed all procedures and cancelled the the policy as requested.  All refunds owed were sent back to the customer.  As agreed and signed to by the customer, broker and agency fees are non-refundable. 

  Customer response

  06/03/2024

  I don't agree with the decision. The business claims to have record the phone calls and I specifically asked the agent about cancellation fees and the admin fees. The business lacks good faith and misled me in my purchase when I explicitly told the agent I just needed insurance for 3 days until my old policy could renew. If I would have better understood the fees I would not have agreed. I would like for the business to work with me for a better resolution. 

  I also was delayed in response due to focus on a funeral in my family and would appreciate an extension on the response time. 

  Business response

  06/12/2024

  As stated on our broker forms that were agreed by ******************, all fees are non-refundable.  As a gesture of good faith, we are offering a partial refund from the fees for $150.

  Customer response

  06/17/2024

  I have reviewed the business response and accept this resolution. I think the offered resolution is a show to the company's business ethics and working with customers. 

• Initial Complaint

  05/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dateline:5/10/2024;12:34p.m.Transaction for nonowner auto liability. Debit card.Ref#********* Policy # *********** I need to rent a car Gave info including DL#. An agent,*************************** phoned with a quote. Now mind you conversation was recorded and I'm going off top of head but the first quote for minimum liability was $150 including down for a 6 month policy. I said I'll think it over and she countered with another quote but had to do transaction NOW. So thinking I would use car for one day and maybe in future would rent again policy would be convenient as not to have to purchase at rental company. Sent electronic docs thru email to sign and print out.Oh and a key point is I asked if the nonowner liability could be used on a rental. Agent said no then backpedaled and said yes. Then after hung up she called almost immediately. Said so you rent. Yes i said. Then she as it turns out was 'upselling' with an offer and I paraphrase ,'could bundle renters insurance with liability at no charge and after month would "drop off" or could call to terminate.' Well I said didn't need but thinking I could terminate with no obligation ok'd it. So when I looked at docs charge for 110- car insurance and 9 something for renters. So I call. Spent maybe 2 hours on phone. ***** never called back. Got put on hold and passed around numerous times including disconnects. Wish I had taken names but some lady I spoke with said couldn't use liability for rental. Last conversation went back and forth with I think a supervisor and 'Candy'listening in. Said liability good for rental. I said keep nonowner and refund renter . Said prorate applied.Never sent form to sign for refund so texted cancel liability too.Have receipt on liability but not renter-link expired.They texted would cancel liability, nothing on renter. Agent not knowledgeable about product or misled me. I kept making the point weren't transparent. Never submitted documents but gave ok verbally.

  Business response

  05/23/2024

  There was some coverage confusion when ******************** purchased his policy. This happened because A-*** was given conflicting information from the insurance company (Dairyland) when we called them inquiring about coverage for rental vehicles. A-*** acknowledged that confusion, we voided the entire policy, and we also voided the $110 credit card charge, which was paid by ********************.  We believe this entire matter was resolved immedaitely without any need to involve the BBB.  

  Customer response

  05/23/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/20 I was contacted about a payment for my insurance. I told them that a note should have been on my account since my car was totaled. They asked for my name and I said it twice but they said they couldnt hear. So I was trying to see whats the best way to handle this and she said Boy Bye. I swear Now I was confused because what?!?So I called back trying to see why she would say that. She said I said that because you were being rude but I wasnt. And even if thats the case you shouldnt sayBoy Bye. I was telling her I felt disrespected and she started to argue with me so I hung up She proceeded to call my phone twice and harass me. Their number is ********** and you can see them calling me on the log. It was extremely disrespectful and rude and I feel harassed. I asked for her name but she wouldnt give it to me. The calls were made on 4/20 at 12:00-12:05pm

  Business response

  04/24/2024

  As part of our customer service process our agents call customers about monthly payments to ensure they don't have a gap in their insurance coverage. In this case there was not a note in our system when the agent made the monthly payment reminder call on 4/20/2024 and we were unware the car was not in service. On 4/20/24 the agent made a note about the car not being in service and also noted not to make payment reminder calls. Today, I also made a DO NOT CALL note on the customers file.

  I cannot really comment on the allegations that the agent made a comment, or a referecne to "Boy Bye." I have no idea where that comment would come from, or why it would be made. I'm sorry that the customer heard this comment.
  

  Customer response

  04/24/2024

  I am rejecting this response because:   I dont have a recording of the conversation because my earphones were in so the audio was off. They said Ill need to wait 15 days until I get a response to the case. They also stated that the agent may have not recorded the conversation intentionally to avoid consequences. 

  Business response

  05/07/2024

  A-*** has no further comment or response to for this issue. We have explained the situation as best that we can and unfortaunately that hasn't satified the consumer. 

• Initial Complaint

  04/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A-MAX Auto Insurance | ************************************************************************************************************ P: ************** | E: ******************************************* *************************** - Office Manager - added the wrong vehicle to my auto policy. I have provided documentation on 3/22 - 4/3 - 4/8 and 4/15 by email of the correct vehicle. As of today 4/17, my coverage expires. Them knowing that my coverage expires, they just updated the correct vehicle to the policy which is now increased in price. They dropped the ball but wont assist with pushing the payment out or refunding me the money due to the error on their end. As of today I do not have the funds to pay for the updated amount and my coverage is going to cancel. I provided correct documentation, I reached out weeks before my coverage expired, I've emailed called and spoke to them in person and I get no assistance.

  Business response

  05/01/2024

  The A-MAX District Manager and Regional Manager contacted ****************** and we have resolved his customer service issue. We have also offered ****************** a refund of $150 for the inconvenience and he is completely satisfied with the service he has recevied from AMAX now. 

   

   

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