Complaints

This profile includes complaints for A-MAX Insurance Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  A-MAX Insurance Services, Inc.

  3030 N Stemmons Fwy Dallas, TX 75247-6105

• 

  A-Max Auto Insurance

  901-A N Valley Mills Dr Waco, TX 76710

• 

  A-Max Auto Insurance

  2311 Culebra Rd San Antonio, TX 78228

• 

  A-MAX Auto Insurance

  11033 Fuqua St Houston, TX 77089

• 

  A-MAX Auto Insurance

  807 E Amarillo Blvd Amarillo, TX 79107

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: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.

  Got a new car March 19 2025 went on there website to get insurance. The website glitched I needed full coverage because I have a lien holder. Contacted someone and was told that they not offer full coverage. I was then told by a lady to go to my local Amax and sign a cancelation form which I did the same day. Waited the standard ***** hours like I was told to. Called Amax Monday morning nothing has been done. Even went back to my local **** still nothing has been did

  Business Response

  Date: 03/27/2025

  A-MAX has reviewed this customer complaint and we have contacted the insurance carrier, American Access. The policy was in fact canceled and there is a refund of $725 being processed, which will come to the consumer directly from the insurance carrier. The refund process can take up to ~30 days. A-MAX has also contacted the consumer to inform them of our research and Mr. ***** is happy with this resolution. 
  

• Initial Complaint

  Date:12/26/2024

  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 12/17/24 at 4:21 pm, I called ************ and spoke to a representative and requested to cancel my policy and she proceeded to tell me I have to go in person to cancel my policy. I then requested to remove my bank account number from the policy she stated I needed to have my account number on the policy to keep my ********************** open. I advised her that I no longer want the insurance and am requesting to remove my bank account information from the policy. She said she would put me on a quick hold and left me on hold for 27 minutes when I requested to close my account and remove my bank account information. Upon returning back to the call she hung up on me. I called back on 12/17/24 at 4:50 pm spoke to a representative named ***** and requested to my bank account from the policy, which she also instantly hung up on me after requesting to remove my account. My daughter then made a call to ************ at 5:15 pm on 12/17/24 which they said we had to be there in person to remove our bank account information off of the account. She said we have to sign a form to send to the insurance company. On 12/18/24 I personally went to the insurance building located at ***************** around 2:45 pm requested to remove my bank account information to which the representative stated it is not on the account. I advised them the account is still connected because they drafted my account in November and I'm requesting to cancel my insurance policy as well. She said to cancel your insurance you have to pay $250 and there was no longer draft on my account. I did advise her that I'm not paying to cancel my insurance, I said I no longer needed the service and for them to stop drafting my bank account. Today on 12/26/24 they drafted my bank account for the ********************** company National General for the amount of $467.15 to which it over drafted the $467.15 and a courtesy pay fee $32.00 which bring the total amount of $499.15

  Business Response

  Date: 03/13/2025

  Ms. ******* had a policy with National General Insurance Company that was renewing. Ms. ******* originally set her policy up with National General Insurance Company on *** auto-pay. **************** auto-drafted her renewal payment in the amount of $467.15 on December 23, 2024. The draft was returned NSF "authorization revoked" to National General on December 30, 2024 therefore, Ms. ********* renewal was voided by National General Insurance Company and ultimately she did not pay anything to renew the policy. 
  
  Part of Ms. ********* complaint with BBB is about the need for her to appear in person and sign a cancellation document. A signed cancellation by the named insured is a legal requirement. In order to ensure that the named insured is the person actually requesting the cancellation, we asked Ms. *************** visit a local ************ location. A-MAX does not have any way to confirm the trouble that Ms. ******* allegedly had when trying to contact A-MAX Insurance, nor do we have any record of charging her, or attempting to charge her, a fee of $250. 
  
  In closing, Ms. ******* is not out of pocket any money since the auto-draft was returned NSF "authorization revoked" to National General Insurance Company. Ms. ******* claims that she incurred $32 in bank fees and as a courtesy to her A-MAX will reimburse her for the $32 bank fee charges if she provides us with copies of the bank statement. An A-MAX Regional Manager has made multiple attempts to reach Ms. ******* by email and by phone, but she is not taking our calls nor is she responding to us. 
  

• Initial Complaint

  Date:10/30/2024

  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.

  A-MAX insurance business practices are to fraudulently charge customers a untold fee to get Auto ********************** or any other insurance service I was told that a Auto Insurance company was charging me $650 down to get insurance But in actuality, it was only 450 and a max kept $200 for themselves. This is a very untrustworthy that is taking hard earned money from customers who are just trying to live every day.. I was lied to and told that I was made aware of the additional $200 fee when that is a blatant lie. Their practices and policies should be investigated and find or even sued for lying to customers by not telling them upfront. There will be an additional costly service fee.

  Business Response

  Date: 11/05/2024

  Mr. **** requested a quote for liability w/ comprehensive and collision for two cars. A-MAX gave Mr. **** the quote for $665.09 down, which was $465.09 to toward the insurance company and a $200 A-MAX Insurance agency fee. The amount we quoted Mr. *************** style="text-decoration: underline;">included the $200 agency fee! Mr. **** completed and signed all of the policy documents including the fully disclosed agency fee agreement for $200. After the A-MAX agent wrote the policy they realized that they had made a gender mistake when rating Mr. ***** spouse (**** E *******) so A-MAX did an endorsement to correct the gender for the second driver. Mr. **** was contacted by the A-MAX Regional Manager and an agreement was made to refund Mr. **** the $200 agency fee since Mr. **** apparently didn't understand he was being charged this agency fee when we disclosed his documents and had him sign those.    We believe this matter is now fully resolved to Mr. ***** satisfaction.  

• Initial Complaint

  Date:10/18/2024

  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.

  Went to apply for car insurance, which they told me that was going to be ***** a month , told them ok but at the end they charged $133.88 They never told me it was a fee , so they ripping people off they can keep the 47. 00 for the first month but they need to return the other amount. The girl ***** ******* couldnt explained what was that other fee

  Business Response

  Date: 10/22/2024

  Mr. ******** visited an A-MAX Insurance location and after getting a quote for his 2007 ****** he ageed to purchase the insurance policy with Progressive Insurance. A-MAX wrote Mr ********** policy with the coverage limits that he requested, which resulted in a down payment of $133.88 and monthly payments of $47.33 starting 11/18/2024. The down payment of $133.88 included a fully disclosed agency fee of $65 and Mr. ******** paid the $133.88 with cash. I've attached all of the signed and fully executed policy documents, as well as the signed agency fee acknowledgement form, which also serves as Mr. ********** signed receipt.   In closing, this policy was completed according to established procedures and insurance regulations. Mr. ******** was given a quote for insurance. He agreed to the pricing, ********* the $65 agency fee and he signed all of the required policy documents and disclosures.  I believe this matter is closed. 

  Customer Answer

  Date: 10/22/2024

  I am rejecting this response because:    They told me about the  $65.00 fee  plus $47 monthly fee then why they are charging $133.88. This is the problem. What they are doing is scamming people there is ***** more they are charging me why??

  Business Response

  Date: 10/22/2024

  Please read the policy documents that I attached, which you signed. The "initial payment required" by *********** was $68.88 plus the $65 agency fee, which you also signed and agreed to.      $68.88 + $65.00 = $133.88 

• Initial Complaint

  Date:10/17/2024

  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.

  My husband reached out to this company for an insurance quote, after speaking to the agent for a few days, my husband reached out to me with the quote for insuring out cars. The quote seemed fair and good. So we decided to go ahead with the policy. We were originally dealing with the agent named ***, when we called back, she was unavailable so we were bumped up to her manager, *** ******. He went over the information with us, I asked him personally if this was a full coverage policy to which he responded yes. Everything at this time over the phone, we proceeded to submit payment, Lic info, photos of the vehicle the whole gambit. With that complete we were told the documents would be sent to the email to docusign. Upon receiving the documents, and reviewing them, this was not a full coverage policy but instead a PL/PD policy for near $200 a month. This is insane, So we immediately called back, this time speaking to ***, we let her know we have not and will not sign the policy and we need a refund. She proceeded to give us a quote for the actual full coverage policy, which was now over $300 a month, I told her no thank you, please issue the refund, I will stay with my AAA policy. She says of *** is over $400 a month, I said no its not, I have a current policy through AAA, and I don't need this one, which is zero coverage for more than I am paying for actual full coverage, she then asks me, Well why are you looking for a policy then, I said we often like to shop for a better deal. She responds oh. I again asked her for the refund to be processed, she says Uh I cant do that right now, I said I hope you arent planning on charging me a cancellation fee, at first she says no, then she says Im not sure... then she says oh Ill have to call you back tomorrow to let you know what the refund will be and how long it will take. She hangs up. Its been 3 days, I have been calling, emailing, texting you name it I have received no call backs, no refund. I need my refund! Yesterday.

  Business Response

  Date: 10/23/2024

  We have reviewed the information provided by Ms. ****** and can confirm the insurance producer had requested for the policy to voided from the carrier.  This process can take about a week or so to complete and for us to confirm the funds submitted will be returned to the agency account.  

  Our accounting team has confirmed the funds will be returned and a full refund has been issued out to the customer's card.  This can take up to 5-7 business days, please see attached confirmation for the refund. 

  Providing great customer service is a top priority at A-MAX Insurance and we apologize we were not able to meet Ms. ******** expectations. 

   

• Initial Complaint

  Date:10/07/2024

  Type:Order 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 called A-Max to renew my vehicle insurance policy on 09/06/2024. I informed A Max I needed to update my drivers license details and I provided updated details. My policy was set to renew on 09/16/2024. I paid $415.50 upfront. I called A-Max on 09/16/2024 to confirm my driver's license information was accurate and it was not. They had renewed my policy incorrectly. I went into the A Max on Nacogdoches, ***********, ** to have my license information updated. They were not able to update it and it was recommended I keep my policy "as is" with my incorrect drivers license. I explained that I surrendered my ************* when I got my Texas DL. It was then recommended to cancel the policy, receive a full refund and start a new policy with my new TX license details. I received a refund of $369, which is $82.50 short. I was told A-Max is not the car insurance provider, but Sea Harbor Insurance Agency is. My Policy is SH748793. I called A Max and Sea Harbor multiple times on 10/01/2024 and no one was going to take accountability. I went in person to A Max on Nacogdoches on 10/07/24. They admitted it was their clerical error, but could not issue a refund since my auto policy was not directly with them, even though indirectly - they caused this entire situation. I called Sea Harbor and their policy is they do not refund insurancy policy fees. I confirmed the auto policy had the inccorect license details. A policy was in effect -incorrectly- from 09/16 - 09/17/24.

  Business Response

  Date: 10/08/2024

  Mr. ***** was contacted by *******, the Regional Manager for this area. There was a mistake made by our agent when the policy cancellation was processed, which should have easily been resolved without Mr. ***** having to go through all of these hoops. ******* has fixed this issue and also processed a refund for the remaining $82.50 that Mr. ****** is short. ******* has coached the A-MAX insurance agent so that they are better equiped to handle something like this, including better responses to customer dissatisfation. I believe this matter is now fully resolved. 

  Customer Answer

  Date: 10/08/2024

  I have reviewed the business response and accept this resolution. ******* ******, Regional Sales Manager reached me via phone on 10/08/2024 and has refunded the $82.50. She acknowledged the clerical error, listened attentively and provided support. resources and resolution. I am appreciative that this issue has been resolved. I hope this area of service, to include all parties involved, serves as an opportunity to revisit integrity, accountability and service. Thank you ******* for all that you do!

• Initial Complaint

  Date:10/03/2024

  Type:Order 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.

  purchased a policy with A-MAX on 09/12/2024. Total cost to start the policy was $350.00 for the deposit and each month was going to be $250.00 each month i gave him all the information he requested since the beginning i told him i didnt have a driver license that I had only a Texas state ID and after I paid my deposit, he told me to send him a picture of my Texas ID and pictures of my car and thats what I did the same day today 10/03/2024 I received a call from one of the agents to take my payment for $355 because they update the information and the insurance didnt covered people with the Texas ID only driver license so they did an update of $355 which is not my problem thats why I provided the information he request when he ask me about the driver license I told him I didnt have one, i need to keep my policy for the same amount for the 6 months i agreed by signing the policy forms or i will request my deposit back because that was a mistake on yall end thank you .

  Business Response

  Date: 10/16/2024

  This complaint has been completely resolved to the customers satisfaction. 

• Initial Complaint

  Date:07/26/2024

  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 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

  Date: 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

  Date:07/24/2024

  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 obtained a quote from A-max insurance. I called in on the quote and provided additional information including billing information and the agent advised me that i would receive documents to review and if i accept the policy, i needed to sign and return the documents, and at the time they would bill me to begin coverage. I was told that coverage and billing would not happen until I signed and returned the documents. I continued shopping insurance and found a better policy (coverage/price) and I purchased it. A-Max called me and asked me to sign the documents and I advised them that I had purchased another policy for better price and I decline their quote. The agent then told me that "it may be a problem because we already billed you", even though I had not signed any documents. I asked for refund and he asked me to provide proof of the policy I purchased which i provided (see attached email communication). After sending proof, they have stopped responding to me and are basically refusing to refund me, even though their own system sent me another email stating the policy documents have been cancelled/expired because i did not sign and return them - see attached. They initially told me i would get a refund after I provided proof of the policy i purchased from the other company, which i did, but It seems they have stopped responding to me after I provided proof and are now ignoring my requests.

  Business Response

  Date: 07/31/2024

  Hi Mr. *****, 

  After further review, we have requested a refund from our accounting department for the payment drafter on 07/18 (please see attached refund receipt).  It will be returned back to the same card within 5-7 business days. 

  We apologize for the delay on this matter.  

• Initial Complaint

  Date:07/10/2024

  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 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

  Date: 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.