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:06/20/2025

  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 was involved in an automobile accident with one of this company's insured drivers on April 30, 2025. I filed a claim the following day. Despite repeated attempts, I was unable to reach anyone for nearly four weeks. Here is a timeline: 4/30: Accident occurred. Police report received. 5/1 Filed the claim and was provided the number: **************. Claim #: *********. 5/12: No contact from adjuster. Called Claim Inquiries **************. Provided with info: ******* ***** Phone: ************** Email: *************************** 5/12: Left a voicemail 5/19: 2 additional calls to ******* and left VMs 5/19: Sent e/ml to *******. 5/20: Sent e/m to *******. 5/29: *********************** again. Was provided contact information for supervisor: ****** ***-*** Phone: ************** 5/29: ****************** and left a voicemail. Eventually, I was given contact information for my claims adjuster's supervisor. After I submitted a detailed timeline of my outreach attempts to both the supervisor and customer relations, I was finally contacted, only to be informed that my assigned adjuster had been "on vacation." The adjuster's supervisor then provided only a cursory review of my case. Now, nearly two months later, I received a call stating that a decision has still not been made because they had just spoken with their insured, who reportedly gave a conflicting account. On that date, 6/17 I was told a review panel would meet and a decision would be made by 6/18. It is now 6/20, and I have not received word. I have followed up by email and voicemail on 6/19 and on 6/20, and I have yet to receive any response. Ive been forced to pay out-of-pocket for a rental car, and my own vehicle remains disassembled and unrepairedall due to this companys delay. The consistent lack of communication, accountability, and urgency is not only unprofessionalit is completely unacceptable. Based on my experience and what Ive seen from others, this appears to be a pattern, not an exception.

  Business Response

  Date: 07/07/2025

  Better Business Bureau
  **************************************************************************

  RE : ***** ********
  BBB COMPLAINT NUMBER: 23497193
  INSUREDS NAME: Genuine Parts Company
  CARRIER: ************ Insurance Company
  ISSUE RESOLVED: Yes
  PAYMENT ISSUED: Pending executed release and lienholder address.
  

  Dear *** or Madam:

  Thank you for the opportunity to respond to the above-referenced complaint matter involving
  ***** ******** and Genuine Parts Company. Broadspire ************** a ******** Company
  (Broadspire) is the third-party administrator handling claims on behalf of ************
  Insurance Company and their insured, Genuine Parts Company. Broadspire is not an insurance
  company. In a good-faith effort to resolve this complaint, Broadspire provides the following
  information for your records.

  It is our understanding that Mrs. ******** has expressed dissatisfaction with the handling of
  this claim. Our records indicate this claim involves property damage arising from an incident on
  April 30, 2025, allegedly caused by improper lane merging by a Genuine Parts Company
  employee involving Mrs. ******************* claim was reported to our office on May 1, 2025. On May 2, 2025, the adjuster confirmed
  the details of the incident with the Genuine Parts Company employee, who stated that Mrs.
  ******** was improperly using the emergency shoulder while he was merging onto the
  highway exit lane, at which time the collision occurred.

  Due to conflicting accounts, the adjuster requested a written statement from the Genuine Parts
  Company employees supervisor and a copy of the police report on May 2, 2025. On May 30,
  2025, Team Manager received a call from Mrs. ********* during which she reiterated that she
  was traveling on the highway exit ramp when the Genuine Parts Company employee attempted
  to merge onto the ramp and struck her vehicle. Consequently, the Team Manager requested a
  field inspection of Mrs. ********* vehicle and instructed the assigned adjuster to obtain
  photographs of both vehicles to assess the points of impact.

  Photographs were received on June 5, 2025. The adjuster was informed by our administrative
  team that the police report would need to be obtained with at least one of the involved drivers.
  Mrs. ********* appraisal was emailed to her on the same day, advising that the police report
  was still pending.

  Mrs. ********* body shop submitted a supplemental estimate on June 12, 2025, which was
  forwarded to our appraiser for review. On June 16, 2025, the appraiser determined that the
  supplemental repairs would result in Mrs. ********* vehicle being deemed a total loss.

  The adjuster discussed the matter with the Team Manager on June 23, 2025. Despite the
  conflicting statements, lack of independent witnesses, and after reviewing highway lane
  configuration photos along with the points of impact, we decided to accept liability for the
  damage to Mrs. ********* vehicle. The assigned adjuster communicated this liability decision,
  total loss determination, and settlement offer to Mrs. ******** and her lienholder, on June 23,
  2025.

  On June 24, 2025, Mrs. ******** declined to retain the salvage vehicle and indicated she would
  authorize her body shop to release the vehicle for salvage. On June 25, 2025, the adjuster
  attempted to obtain the lienholders mailing address, but the call wait time exceeded one hour.
  Consequently, the adjuster emailed the lienholder the total loss evaluation and requested a
  payoff quote and mailing address. A release form was also sent to Mrs. ******** for execution.
  The adjuster advised that she did receive a signed release.

  Upon receipt of the lienholder's Letter of Guarantee (payoff quote) and mailing address, the
  adjuster will issue the settlement check to the lienholder.

  Thank you again for the opportunity to address the issues between ***** ******** and Genuine
  Parts Company. We trust that the provided information satisfies your inquiry. Should you have
  any further questions, please do not hesitate to contact the undersigned.

  Sincerely

  ****** ***-***, CPCU, AIC
  Liability Team Manager
  Broadspire
  P.O. Box 14344
  ****************************
  phone: ************
  fax: ************
  email: **********************************************************************************
  web: ************************************

• Initial Complaint

  Date:06/05/2025

  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.

  On May 29, 2025, I filed a claim for an accident caused by the insured's driver. Since then, I have not received any communication from the assigned adjuster, ******* **********, or her supervisor, ****** *****.Over the past week, I have made three separate phone calls to both individuals, leaving detailed voicemails each time. Despite these efforts, I have received no response or follow-up regarding the status of my claim.The vehicle involved in the accident has broken tail lights, making it unsafe and potentially illegal to drive. Additionally, I have not been provided with access to a rental vehicle or any information about repairs or compensation owed to me.This lack of communication and support has caused significant inconvenience and safety concerns. I am requesting immediate assistance in moving this claim forward and ensuring that I receive the services and support I am entitled to.

  Business Response

  Date: 06/25/2025

  Dear Examiner:
  Please accept this response to the above referenced complaint that was filed by the
  Complainant with the Better Business Bureau.
  We have completed our investigation of the concerns that were expressed by
  the Complainant in the complaint, and our response was sent directly to
  the Complainant on June 18, 2025, via email.
  Thank you for the opportunity to respond to the complaint. Please contact me with any
  additional questions regarding the above.
  Sincerely,
  Dorothy A. Amoamah
  

• Initial Complaint

  Date:05/16/2025

  Type:Customer Service 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 am filing a formal complaint regarding the mishandling of my auto claim by Broadspire Services, specifically in regard to the behavior and communication of the assigned claims adjuster, ****** ***** vehicle was struck while parked in front of my SHOP by a driver insured through Broadspire. I expected a fair, professional, and transparent process. Unfortunately, ****** has been extremely unhelpful , I Left About 20 Messages in The Last 2 Weeks And No Response , Very Unprofessional

  Business Response

  Date: 05/21/2025

  Tell us why May 21, 2025                                                                                                                                                                                                   
  
  
  Better Business Bureau
  ***************************
  ****************
  
  ATTN:  Dispute Resolution Department
  RE:  **** *****
  
  DOI COMPLAINT/FILE NUMBER:                          23338373
  INSURED'S NAME:                                                          SIXT Rent A Car
  CARRIER:                                                                          Empire Fire and Marine
  POLICY #:                                                                         RSF518538505
  CLAIM #:                                                                         190600632-001
  DATE OF LOSS:                                                            5/02/2025
  NAIC #:                                                                             21326                                       
  
  
  Dear Dispute Resolution:
  
  Thank you for the opportunity to respond to the above-referenced complaint matter involving **** ***** and Broadspire. Broadspire is the third-party administrator handling claims on behalf of ********************** and their insured, SIXT Rent a Car. Broadspire is not an insurance company. In a good-faith effort to resolve this complaint, Broadspire provides the following information for your records.
  
  This claim was filed with Broadspire on May 6, 2025.  The facts of loss involve multiple parties and an unidentified tortfeasor. Coverage is in question for this loss and has been under investigation. On May 7, 2025, the adjuster attempted contact with **** ***** and left a voicemail. On May 8, 2025, a second attempt was made to Mr. ***** and the adjuster spoke with someone by the name of ****.  Broadspire has been working to investigate and identify the correct coverage for this loss,including a potential primary coverage available through Farmers ****************************** Insurance has been contacted and a claim opened for investigation under their claim number 7008996437-1. On May 20, 2025, we updated Mr. ***** on the status.
  
  We apologize for any perceived delay in the handling of Mr. ****** claim.  We will continue to update Mr. ***** on the status of our investigation.
  
  Thank you again for the opportunity to address the issues between **** ***** and Broadspire.  We trust that the information provided satisfies your inquiry.  Should you have any further questions, please do not hesitate to contact the undersigned.
  
  
  Regards,
  
  ******* ******
  Team Manager
  Broadspire ************, a ******** Company
  Broadspire *************, ** ***************
  **** *******, Qualified Manager, CA License *******
  Southern ************** ***********
  FL License #: *******, Non-Resident Adjuster All Lines
  
  
  P ************  F ************
  E *******************************************************************************************
  W ************************************
  A *******************************; 40512-4875
  Team Manager
  *********************** ***********
  ***************************************************************...

• Initial Complaint

  Date:05/09/2025

  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.

  Our 2023 pickup was damaged by another company accidentally putting gas in a fuel tank on February 28, 2025. Broadspire is their insurance company, *** ********* is the agent. We have left numerous emails, voice mails, etc. and he will not return our calls. Three weeks ago after constant messages of trying to reach him, they finally arranged for our pickup to be transported to a place to look at it, Infinity Diesel. Two weeks ago, ***, the agent told us we would hear from him by the end of the day....it is now two weeks later and we've heard NOTHING again. This is completely unacceptable, no integrity, and so unprofessional. The place that has our pickup can't reach him, we can't reach him and we sit here without a pickup. This has been ongoing for 2 1/2 months with zero attempt to reach a settlement.

  Business Response

  Date: 05/21/2025

  May 21, 2025
  
  
  BBB
  ***************
  Suite 1600
  ****************
  
  RE: Your Case No.:      23309965
  Complainant:                ***** ****
  Insured:                        CHS,Inc.
  Date of Loss:                February 28, 2025
  File No.:                       190554243-002
  
  Dear ********************** are in receipt of correspondence from the BBB dated May 9, 2025, regarding the above captioned complaint. In this loss, Broadspire, a ******** Company, is the third-party administrator for CHS, Incorporated. 
  
  The above captioned loss involves a general liability property damage claim for an incident that occurred on February 28, 2025 and was received in our offices on March 7, 2025.  Mr. **** indicated that his case was referred to Broadspire and he has not received a resolution or payout.
  Our office initiated contact with Mr. **** and was able to confirm details of the matter on March 17, 2025.  Communication has continued with Mr. **** thru the month of April and into May 2025. 
  The last communication took place on May 19, 2025 in which an offer was made to resolve the matter. We will continue to work towards a resolution of this matter. 
  If you have any additional questions or concerns, please do not hesitate to contact the undersigned.
  
  Sincerely,
  ***** ******
  Team Manager
  Broadspire,a ******** Company
  ******************************************************************************************************
  ************

  Business Response

  Date: 05/21/2025

   May 21, 2025
  
  
  BBB
  ***************
  Suite 1600
  ****************
  
  RE: Your Case No.:      23309965
  Complainant:                ***** ****
  Insured:                        CHS,Inc.
  Date of Loss:                February 28, 2025
  File No.:                       190554243-002
  
  Dear ********************** are in receipt of correspondence from the BBB dated May 9, 2025, regarding the above captioned complaint. In this loss, Broadspire, a ******** Company, is the third-party administrator for CHS, Incorporated. 
  
  The above captioned loss involves a general liability property damage claim for an incident that occurred on February 28, 2025 and was received in our offices on March 7, 2025.  Mr. **** indicated that his case was referred to Broadspire and he has not received a resolution or payout.
  Our office initiated contact with Mr. **** and was able to confirm details of the matter on March 17, 2025.  Communication has continued with Mr. **** thru the month of April and into May 2025. 
  The last communication took place on May 19, 2025 in which an offer was made to resolve the matter. We will continue to work towards a resolution of this matter. 
  If you have any additional questions or concerns, please do not hesitate to contact the undersigned.
  
  Sincerely,
  ***** ******
  Team Manager
  Broadspire,a ******** Company
  ******************************************************************************************************
  ************

• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair 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 am filing a complaint against Broadspire ************* on behalf of ***/Claims Professional ******* ****** regarding a lack of reimbursement and ongoing delays in resolving out-of-pocket expenses incurred following an accident with their insured driver. Despite multiple detailed communications, supported by receipts and a police report, I have yet to receive reimbursement for valid, documented expenses.Summary of Issue:Following a car accident involving their insured, I submitted the necessary documentation for reimbursement, including:$600 deposit for car repairs (required by the shop)$1,386.95 final payment for repairs (with $851.69 paid out of pocket)$448.30 in rental car costs (including $153.20 paid out of pocket after a partial refund)The total out-of-pocket cost is $1,453.19, later reduced to $953.19 after receiving the $500 deductible from State Farm.Despite clearly itemizing all expenses and providing contacts for verification (Enterprise Rent-A-Car and ********************** I have received no reimbursement and only vague responses requesting repeated clarification, which I have already provided. My follow-up emails on April 18, April 26, and May 1 (also CCing the policyholder) have gone unanswered.Desired Resolution:I request reimbursement of $953.19 for the unreimbursed out-of-pocket expenses. I also ask that the company provide a timely, professional resolution and respond appropriately to valid claims communications.Supporting ****************************** Receipts for repair and rental expenses Police report State Farm claim details

  Business Response

  Date: 05/19/2025

  Dispute Resolution Department
  ************************
  ******/Lubbock/***************
  
  
  May 19, 2025
  
  Via: Upload
  
  
  DOI  File Number:                 23306986
  Complainant:                                       ****** ******
  Claimant:                                             ******* ******
  Claim Number:                                   190556261-001
  Policy Number:                                   BUA7012547192
  Insured:                                               Transmission & ********************** LLC &
  Q-SPEC, LLC                       
  Date of Loss:                                      03/06/2025
  Underwriting Company:                      Continental Insurance Company                   
  NAIC:                                                 
  
  
  To Whom it May Concern:
  
  Continental Insurance Company, a member of the ********* of insurance companies, acknowledges the receipt of the Better Business Bureau (the Department)correspondence dated May 09, 2025, transmitting ****** ******* complaint. Continental Insurance Company received the Departments transmittal letter and complaint on May 9, 2025. This letter shall serve as Continental Insurance Company response to the complaint.
  
  We have reviewed the complaint, which arises due to a delay in payment for out-of-pocket expenses incurred by ****** ******.Specifically, the complainant is seeking $953.19 for rental reimbursement incurred as a result of this loss.
  
  THE POLICY
  Continental Insurance Company issued a Business Auto insurance policy to Transmission & ************************** & ***********  The policy was issued on a occurrence made basis and effective from 01/01/2025 to 01/01/2026.
  
  
  DISCUSSION
  ****** ****** has submitted out-of-pocket rental expenses totaling $953.19. This included copies of receipts submitted for the rental expenses incurred. The handling adjuster has issued the reimbursement payment owed for $953.19 on May 14, 2025.
  
  CONCLUSION
  
  In summary, the handling adjuster has issued the out-of-pocket reimbursement payment owed to for $953.19 and the payment should be received shortly.
  
  Continental Insurance Company has included the following documents in support of its response.
  
                          Exhibit A: Payment History
  
  
  Continental Insurance Company may have redacted certain personal identifying information (such as dates of birth, vehicle identification numbers, social security numbers, premium payment amounts, and personal address and personal phone numbers) from the documentation for privacy reasons.  There may also be instances where the documentation involves an attorney client communication, health care information, reserves, or other proprietary or privileged information, which may be redacted. 
  
  Continental Insurance Company views communications and information within its files to be confidential and privileged. As such, Continental Insurance Company waives no rights with respect to the confidentiality of any information within these documents. We therefore respectfully request that our file notes, communications, policy information, and reports not be disclosed to the complainant, any third party,posted on the Better Business Bureaus website for review by the public, or provided to the public in any form whatsoever. Continental Insurance Company also respectfully requests that the Better Business Bureau consider the policy and claim file information to be Confidential, and destroy or delete such documents at the conclusion of the Departments investigation. 
  
  If the Better Business Bureau has any further questions or requires additional documentation, please do not hesitate to direct such an inquiry to our *************************** Hotline *************)or *************************** Mail Box at **********************.  Thank you for providing Continental Insurance Company with the opportunity to respond to your complaint.
  
  
  Sincerely,
  
  ******* ****
  
  ******* ****
  Liability Team Manager
  Broadspire on behalf of Continental Casualty Company
  ********************************-4875
  ****************************************************************************************
  ************
  
  Enclosures:Exhibit A: Payment History

  Customer Answer

  Date: 05/24/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/04/2025

  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.

  This is regarding Chipotle Case thread ID : [*************************************] 0050P000008a916QAA. ref:28994900. Chipotle referred my case to Broadspire and I have not received any resolution or payout. As a recap, the night of 2/14 I placed a Chipotle app order. I went to pick it up at the drive thru window. While the female employee was handing out the drink, before I started to grab it, the lid was loose. She squeezed the cup and dumped 90% of the drink inside my vehicle and on me. The drink went all over the door panel, the power window switch, down into the window area, on the carpet, seat, and my clothes. The driver power window switch stopped working immediately thereafter. It had worked as I was pulling up to the drive thru window to put the window down. My wife, **** **** ************** was sitting in the passenger seat and a witness to this incident.Monday 2/17 I brought my vehicle to ******* **** ******* They needed to do extra diagnostics to confirm if the issue was related to the window switch or something else, and to find the root cause of the damage. 2/18 my service advisor ***** called to say the window switch shorted due to the liquid spill and needed to be replaced. The part was not in stock and had to be ordered. The door panel was already disassembled from my car for the diagnostics and cleaning. The window switch arrived 2/21. They finished the repair and cleaning of the soda inside the door and I picked my vehicle up today. Because they needed my car for the diagnostics and repair, I was in a rental from 2/17 to 2/21.The total cost of repairs were $992.94. I've attached a copy of the credit card receipts and repair work order. My case was referred to broadspire and now I just get **************** taken after the spill and documentation can be found at this link.************************************************************************************

  Business Response

  Date: 05/08/2025

  May 6, 2025
  
  BBB
  ***************
  Suite 1600
  ****************
  
  RE: Your Case No.:      23284166
  Complainant:              ******* ****
  Insured:                       Chipotle Mexican Grill, ****
  Carrier:                        Safety *****************************
  NAIC No.:                    *****
  Policy No.:                   *********
  Effective Dates:           October 1, 2024 October 1, 2025
  Date of Loss:               February 14, 2025
  File No.:                       190549297-001
  
  Dear ********************** are in receipt of correspondence from the BBB dated May 5, 2025, regarding the above captioned complaint. In this loss, Broadspire, a ******** Company, is the third-party administrator for ****************************
  
  The above captioned loss involves a general liability property damage claim for an incident that occurred on February 14, 2025. Mr. **** indicated that his case was referred to Broadspire and he has not received a resolution or payout.
  Our office initiated contact with Mr. **** on February 27 and February 28, 2025.  We were only able to leave a telephone message requesting a return call.  Now that we have received communication from Mr. ***** we will reach out to him so we may complete our investigation into this matter. 
  Should you have any questions,please contact the undersigned. 
  
  ***** ******** ARM, AIC
  Team Manager
  Broadspire **************
  PO Box *****
  *******************
  O: ************
  F: ************
  E: ******************************************************************************

• Initial Complaint

  Date:04/11/2025

  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 am filing a formal complaint regarding the mishandling of my auto claim by Broadspire Services, specifically in regard to the behavior and communication of the assigned claims adjuster, *************** vehicle was struck while parked in front of my home by a driver insured through Broadspire. This is my first time dealing with a situation like this, and I expected a fair, professional, and transparent process. Unfortunately, ****** has been extremely unhelpful, lacking communication, clarity, and basic courtesy throughout the process. He has provided minimal guidance, left out key information, and has consistently made me feel as if I were at fault, which is entirely inappropriate.Whats more concerning is the settlement offer I received it was shockingly low and does not reflect the fair market value of my vehicle. I feel as though I am being taken advantage of and not being treated with the respect or fairness I deserve as a claimant.

  Business Response

  Date: 04/22/2025

  Dear ******** *******,
  
  We are in receipt of correspondence dated April 11, 2025, from the Better Business Bureau in reference to the above captioned matter.
  
  The Better Business Bureau requested our office re-evaluate this matter and provide you with the results.
  
  Broadspire, a ******** Company, is the third-party administrator for Starr Indemnity &Liability Company and their insured, ***********************, for the above-mentioned claim. Broadspire is not an insurer.
  
  Broadspires records indicate the claim was reported to Broadspire on March 17, 2025, and assigned to adjuster ****** ****** on March 17, 2025, for investigation. The facts of loss were recorded that on March 17, 2025, a Sparkletts Water truck was making a delivery when it was alleged that the insureds driver impacted your parked vehicle. It was reported that there was damage to the rear driver side taillight and quarter panel.
  
  On March 17, 2025,adjuster ****** also attempted to contact you via telephone, however the attempt was unsuccessful. A discussion did occur on March 18, 2025. During this conversation, adjuster ****** secured your interview and established a rental reservation with Enterprise Rental Car.
  
  On March 20 and March 21, 2025, adjuster ****** reached out to ***** ******** from your body shop of choice requesting the damage estimate on your 2015 ****** Altima or if it was deemed a total loss. The repair estimate ($9, ******) was received on March 28, 2025, with damage photos. Adjuster ****** submitted the property damage estimate to ******** for a desk appraisal to verify the vehicle was total loss.
  
  On April 3, 2025,the desk appraisal was returned, and the ****** vehicle was deemed a total loss. On April 3, 2025, adjuster ****** extended a total loss settlement value via phone and email with options to keep or retain the vehicle.  Adjuster ****** followed up via telephone and email on April 7, April 8, and April 11, to verify if Ms. ******* wanted to retain or salvage the vehicle. A settlement agreement was reached on April 17th,2025, in the amount of $3,723.28. An executed settlement release was received on April 21, 2025, and settlement payment processed.
  
  Adjuster ****** is pending the final rental invoice from Enterprise Rental Car to fully resolve the property damage claim.
  
  Should you have any additional questions or additional evidence to provide for review, please do not hesitate to contact our office.
  
  Sincerely,
  
  ***** ******
  Liability Team Manager
  Broadspire ************, a ******** Company
  *********************** ***********
  
  P ************  F ************
  E ****************************************************************************************
  W ************************************
  A PO ***************************; 40512-4875
  

  Customer Answer

  Date: 04/22/2025

  I am rejecting this response because: it is not accurate 

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair 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.

  Broadspire is completely unresponsive to phone calls, emails, and text *********** car was damaged by a Sixt Rental driver on December 1st, 2024.Sixt assigned a claim to Broadspire on December 5th, 2024.I reached out to the adjuster, "****** *****," on December 5th, 2024, via phone and email. No response.I reached out to ******** manager, "******* *********," on December 9th and am told that ****** will call me back.I email and call ****** again on December 11th. I receive an email response stating I will get a call the next day. December 12th -- no call. Email sent with no response. December 13th -- email *******, no response.December 16th -- Email ****** and *******, no response. December 27th -- Multiple calls, with emails to ******* ******** ********* ******, ******* *******, and ****** ********. No response. January 7th, 2025 -- Finally receive a call from ******. She finally reviews my dash cam video and accepts liability. I submit pictures through claim solution.Jan 14th -- Still no claim approval Jan 16th -- Still no approval Jan 27th -- Still no approval. No response to calls, emails, or text.Feb 6th -- Claim finally approved -- TWO MONTHS after first contact. Feb 11th -- Car dropped off for repair Feb 20th -- Body shop unable to get in contact with Broadspire for supplement approval. I call/email/text multiple times. No response.Feb 25th -- Body shot still unable to contact. No response to call/email/text.Feb 26th -- Body shop begins charging storage fees, immediate response from Broadspire and supplement approved.March 6th (day complaint written) -- Work complete. Body shop unable to contact Broadspire for last supplement.Broadspire gets zero stars and seems to intentionally ignore calls and emails. This strategy may be to get those owed to give up and pay for repairs on their own.Two months to get a car into a body shop and then another month to get it repaired due to poor communication is criminal.

  Business Response

  Date: 03/18/2025

  March 18,2025 
  
  Better Business Bureau 
  **************,  
  Suite 1600 
  *********************;
  
  
  RE:Complaint ID:        23029040 
              Complainant:                   **** Cassler 
  Insurer:                            Empire Fire and Marine Insurance Company 
  Insured:                           Sixt Rent-A Car 
  NAIC No:                          21326 
  Policy No:                        RSF518538505 
  Date of Loss:                   12/01/2024 
  ****** File No:                 ******* TX 
  File Number:                   190490029 
  
  To Whom it May Concern: 
  
  Thank you for the opportunity to respond to the above-referenced complaint matter involving **** ***** and Sixt Rent-A-Car. Broadspire is a Third-Party Administrator handling claims on behalf of *********** and Marine Insurance Company and their insured, Sixt Rent-A-Car applicable to the captioned date of loss.   The Empire Fire and Marine Insurance Companys policy number is RSF518538505. Broadspire ************* is not an insurance company.  In a good-faith effort to resolve this complaint, Broadspire provides the following information for your records. 
  
  The loss occurred on December 1, 2024. The claim was reported on December 2, 2024. It was assigned on December 3, 2024, and the examiner began to investigate the claim. The adjuster attempted to reach Mr. ******* via phone on that day but was unsuccessful. 
  
  The initial investigation revealed the renter was changing lanes and struck Mr. ******** vehicle at low speed.  
  
  The examiner attempted to reach the renter via phone and email multiple times but was unable to secure a statement from him to confirm liability. On January 7, 2025, the examiner was able to speak with Mr. ******* and obtained a statement after several attempts. An appraisal was set up with Claim Solutions that day and the completed estimate was received on January ******.  
  
  I spoke with Mr. ******* on February 6, 2025, while the examiner was out of the office.  I advised Mr. ******* that I would reach out to Claim Solutions for the estimate and forward it to him. That same day, I sent the estimate to Mr. ******* and issued payment. 
  
  On February 7, 2025, I set up a rental vehicle for ********** while his vehicle was being repaired. I relayed this information to ********** that day via email. I received an email from Mr. ******* on February 11, 2025, regarding a rental extension and possible supplement. I responded the next day and extended the rental so that the supplement could be submitted to ***************.  
  
  The examiner reached out to the body shop on February *******, to follow up on the supplement. ****** advised that the supplement was submitted on February 12, 2025, and submitted again on February 14, 2025. That day, the examiner also emailed Claim Solutions to check on the status of the supplement. They responded that the appraiser was currently reviewing the supplement. *************** sent the supplement on February 18, 2025, and it was received by the examiner on February 20, 2025. The examiner then called the body shop and requested their Tax Identification Number (TIN) and W9 so that she could issue payment for the completed supplement.  
  
  On February 26, 2025, the examiner called the body shop regarding the supplement. ****** requested a copy of the supplement, which the examiner sent that day. Another supplement was received on March 3, 2025.The examiner issued payment to the shop and sent the supplement on March ******. She also extended the rental to account for the additional time to repair on the supplement.  
  
  Supplement requests must be sent to Claim Solutions, who will review and send to the examiner once completed. When the initial estimate was sent to Mr. ******* on February 6, 2025, I explained the supplement process both via email and via phone.  
  
  While there may have been some delays with the vendor during the supplement review and approval process, the Broadspire examiner promptly issued payments and forwarded approved supplements to the shop each time.  In addition, the payment for the first supplement was delayed due to an incorrect address on the W9 provided to us by the shop, therefore, that payment required a stop and re-issue to the correct the address.
  
  At this time the payment for the final supplement has cleared and it is our understanding that Mr. ******* has picked up his repaired vehicle and all payments owed have been received.  
  
  Thank you again for the opportunity to address the issues between Mr. ******* and Sixt Rent-A-Car.  We trust that the provided information satisfies your inquiry.  Should you have any further questions and/or concerns, please do not hesitate to contact the undersigned. 
  
  
  Sincerely,  
  
  
  ******* Sosnowski 
  Team Manager 
  Broadspire ************, a ******** Company 
  Southern ************** ****************;
  
  P ************ F ************ 
  E ************************************************************************************************** 
  W ************************************ 
  A PO ***********************? 40512-4875 

  Customer Answer

  Date: 03/18/2025

  The facts presented by Boardspire about contacting me are completely fabricated and inaccurate.

  There were zero unanswered emails or phone called made by them to me.

  The car has been repaired, but Broadspire seems to avoid all communications in an attempt to not fulfill their responsibilities.

  The amount of time it took to review the case and repair the vehicle is completely unacceptable.
  

  
  

• Initial Complaint

  Date:01/18/2025

  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.

  Broadspire is the third party handling my short term disability claim. I was on leave from April 29th to July 31st. They paid me from April 29th to May 30th and left me a voicemail on May 31st stating I was approved until June 30th and all I had to do was send in my therapy notes. Weeks go by and Ive returned to work and then they deny me in August saying my notes dont support my inability to work. I appealed twice and still was denied based on the same notes and details. I even seen a psychiatrist to evaluate my GAD and severity and they stated this doesnt support the claim from 04/29-07/31. I even sent them the voicemail where it stated I was approved until end of June before my extension request and still have received no additional short term Benefit after being told the Team manager addressed the issue. This whole ordeal is because their specialist are incompetent. I have records of voicemails left and emails sent and no responses. I was denied before all my paperwork was even reviewed and they told me my only course with their mistake was to appeal. I have no more appeals left and I want my benefits paid. Im a 13 year employee and my employer provides me the benefit of short term disability in the event I cant work and I couldnt work and therefore need to be paid.

  Business Response

  Date: 01/27/2025

  We are in receipt of correspondence dated 01/21/2025, in which you forwarded a consumer complaint alleging service issues with her claim handling.  
  Broadspire ************* administers leave and disability benefits for T-Mobile in the above referenced claim.  

  Ms. ******** states that she received a voicemail indicating that her claim had been approved through 06/30/2024 but never received payment and was later informed her claim was denied. Ms. ******** previously brought this to our attention and a supervisor reviewed the voicemail. In it, Ms. ******** is advised that her leave claim has been approved through 06/30/2024, but that in order to be eligible for disability benefits, additional information was needed for review.  

  Ms. Randolphs second appeal remains open, and she has until 02/13/2025 to submit any additional documentation she would like reviewed as part of her appeal.   

  Customer Answer

  Date: 01/29/2025

  I am rejecting this response because:   This is another example of their incompetence and deceptive practice. One, my claim should not be open any longer because there is no additional information that can be given. My therapist wrote a medical claim letter, I went and had a second opinion with a psychiatrist and everything I submit not is being stated doesnt support the past. Also, who is my appeal open until February 21, when I was denied on January 14th and told ******* ******* to close my case because there is nothing else I can submit. Also, they are saying my claim was approved pending additional information, no, the voicemail is stating pending therapist notes. I still have the voicemail and happy to resend ***** therapist has submitted all notes for the timeframe required, redid paperwork at their request, referred me to a primary care doctor to check on my physical health and they tried to use that against me and last but not least referred me to a psychiatrist. My leave was from April 29th to July 31st. Theres no other information that can be submitted to support the past and mind you all of the things I did happened after I returned to work because while they were getting my notes, they never gave me an update until August of 2024. That is 2 months of no updates and then telling me there decision and to appeal. 

  Customer Answer

  Date: 01/29/2025

  I have attached the voicemail of my approval. I have also attached the communication I received about the approval and the last appeal to demonstrate Broadspires deceptive practices to prevent benefit payout and their incompetence with even following up when they received additional information.

  Customer Answer

  Date: 01/29/2025

  I just got this email saying they are upholding the denial. In yet, they responded I had until next month.

  Business Response

  Date: 02/04/2025

  We are in receipt of the supplemental correspondence from Ms. ***************** previously noted, Broadspire ************* administers leave and disability benefits for T-Mobile in the above referenced claim.  

  We have reviewed the additional information submitted from Ms. ******** and upon review, there is change the decision on this claim.

  We understand this is not the decision you were hoping for, however the information provided supports the appeal decision.

  Customer Answer

  Date: 02/04/2025

  I am rejecting this response because:   The information provided doesnt support my appeal decision. I have filed with the ***. Broadspire didnt act in the best of the patient which is me. The reason of my initial denial was due to lack of medical support, but they tried to had that it was due to their lack of incompetence of not communicating or following up led to that. Even during this BBB complaint, I was able to show an example that nobody gives clear details or an accurate status update. Broadspire just replied before this one that my claim was open until 02/21 and additional information to support could help. Then when I provided a letter that day saying it was denied they sent a generic response and even that is incorrect as someone didnt grammar check and it looks like they are saying they changed their decision not that there is no change. 

• Initial Complaint

  Date:01/03/2025

  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.

  5/20/204 I was involved in a MVA, not at fault. I was rear ended by another driver. Broadspire is handling the claim from the other drivers insurance. There has been minimal communication. I have called the representative assigned several times and often go weeks without a response. A settlement has been reached and Ive done what is required on my end and am still waiting for the settlement payout. I have reached out to the representative with no response. The accident occurred 5/20/2024 and I am still waiting

  Business Response

  Date: 01/21/2025

  Dispute Resolution Department
  ************************
  ******/*******/***************
  *************************
  ******, *******; 75201
  
  January 21, 2025
  
  Via email:  ********************************************************************************************
  
  
  DOI  File Number:                 22765735
  Complainant:                           ******* Gunter                                   
  Claimant:                                 ******* ******
  Claim Number:                       190347009-001
  Policy Number:                       AYA763318829                                                          
  Insured:                                   Amynta Dealer Solutions                                                                                                                                                    Date of Loss:                         5/20/2024
  Underwriting Company:          Continental Casualty Company                                            
  NAIC:                                      20443
  
  
  To Whom It May Concern:
  
  Continental Casualty Company, (CCC), a member of the ********* of insurance companies, acknowledges the receipt of the Better Business Bureau (the Department) correspondence dated 1/10/2025 transmitting ******* ******* complaint.  This letter shall serve as CCCs response to the complaint.
  
  We have reviewed ******* ******* complaint and it appears that ******* ******* complaint arises out of delays in payments of the property damage that arose from a motor vehicle accident.
  
  THE POLICY
  CCC issued a AYA763318829 insurance policy to ************** of Texarkana.  The policy was issued on a Occurrence] basis and effective from 12/16/2023 to 12/16/2024.  The Garage Liability Coverage Form is written under form CA 00 25 11 20. The policy has a $1,000,000 each accident limit and a $2,500 deductible.
  DISCUSSION
  
  The claim was received by Broadspire Insurance a Third-party administrator for the insured. The file was investigated as a motor vehicle accident wherein our insured driver struck the rear end of the claimant, ******* *******,vehicle. 
  
  ******* ******* vehicle was inspected and determined that it was a total loss.  On 10/21/2024,total loss documents were sent to Mrs. ****** and an agreement was reached on the value in the amount of $ 3,432.20.  Mrs. ****** was advised that the title and power of attorney would be needed in order to issue payment and settle the total loss.
  
  The title was received on 11/3/2024 and the power of attorney was received on 12/3/2024. The adjuster left Broadspire and the file was reassigned.  The new adjuster was assigned to the claim on 1/6/2025.  She contacted Mrs. ****** on 1/7/2025,advised that we needed a signed property damage release prior to issuing payment and sent the release on that date. The property damage release was received on 1/10/2025, Mrs. ******* address was confirmed, and the check was issued on 1/16/2025 to Mrs. ****** in the amount of $34,54.20.
  
  CONCLUSION
  
  In summary, the complaint for not being paid for the total loss has been resolved as requested by ******* ****** in her filed complaint.
  
                          Exhibit A: screenshot of check information
  
  
  
  If the Better Business Bureau has any further questions or requires additional documentation, please do not hesitate to direct such an inquiry to our *************************** Hotline *************)or *************************** Mail Box at **********************.  Thank you for providing CCC with the opportunity to respond to ******* ******* complaint.
  
  
  Sincerely,
  
  
  
  ***** C ******
  Team Manager
  Broadspire Insurance Company
  **********************************************************************************
  ************