Complaints

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

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  Bluefire Insurance

  4500 Fuller Dr STE 400 Irving, TX 75038-6560

• 

  Bluefire Insurance

  PO Box 143279 Irving, TX 75014-3279

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:12/24/2024

  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.

  *** filed a claim with this company, claim # LAO24-0009600. I have not heard one word from this company. The driver that hit me is insured by this company and was found to be at fault. This needs to be handled. Legal action will be taken if a response is not received. No one emailed me. No one has called me. This is so unprofessional. Your driver was at fault and you have not made one attempt to resolve this issue and get payment made. Ive reached out to two different adjusters and no response as well.

  Business Response

  Date: 01/02/2025

  We apologize for any delays while we were investigating the claim. At this time we are awaiting the police report to complete our coverage and liability investigation. 

• Initial Complaint

  Date:12/18/2024

  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.

  Bluefire Insurance is a scam Insurance shop. I have full coverage insurance through them. My truck is in the body shop due to an accident, they only want to replace the quarter panel, and not the exhaust, wheel, and tire and bumper damage. The body shop said they only want to pay $3,000 for the repair and ***** said they will not pay Texas Labor prices, he is in ********** so do we use California prices which are a lot higher. and the body shop said that amount will not cover all the damage. ***** ********* and his supervisor ***** are trying to tell him everything other than the quarter panel that was damaged I will have to pay for. That's not how full coverage insurance works. Furthermore I have left numerous emails and voice mails for both of them, and they do not reply. I have all the emails and recorded all the messages I have left.

  Business Response

  Date: 12/23/2024

  The shop sent over a supplement which was reviewed and paid. The adjuster emailed you to advise you of the supplement. 

  Customer Answer

  Date: 01/03/2025

  The supplement that was sent to the body shop was not the amount of money they requested to fix the truck. It was the amount of money that the adjuster wants to pay to fix the truck. The body shop refuses to fix my truck for that amount of money that was sent. The body shop said that the adjuster told them to tell me to come take my toolbox and bed cover off and also that theyre not gonna pay for the tire and rim or the exhaust. And that they would not repair the spray and bedliner. This needs to get resolved ASAP, pay the collision center the amount of the Astro repair of the truck 

  Business Response

  Date: 01/10/2025

  The supplement was received from the body shop and reviewed.  If the shop has additional items they can submit another supplement. 

• Initial Complaint

  Date:12/17/2024

  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.

  A client of Bluefire Insurance hit my car mid-November and both the adjuster assigned to me and her supervisor have ghosted me. Not returning phone calls or emails. I have been trying to reach them for several weeks but since they sent payment (which was $6000 under the actual cost of the repairs), they won't return phone calls or emails. The repair shop has not been able to get in touch with them to get authorization to finish the repairs so the car is torn down waiting.

  Business Response

  Date: 12/18/2024

  We apologize for any delays you experienced. We received a supplement request from your shop and have worked directly with them. The adjuster spoke with you on 12/17 to explain the status. 

  Customer Answer

  Date: 12/18/2024

  I did receive a call from the adjuster on 12/17 with an update. I had additional questions for the adjuster and left her voicemails and emails but no response after that. The BBB reaching out to the company is likely what prompted the adjuster to reach out to me so I would appreciate the BBB reaching back out to the business to inform them more communications are going un-answered.

  Customer Answer

  Date: 12/26/2024

  I am rejecting this response because:   I did receive a call from the adjuster on 12/17 with an update. I had additional questions for the adjuster and left her voicemails and emails but no response after that. The BBB reaching out to the company is likely what prompted the adjuster to reach out to me so I would appreciate the BBB reaching back out to the business to inform them more communications are going un-answered.

  Business Response

  Date: 01/03/2025

  The adjuster has contacted you to discuss. 

  Customer Answer

  Date: 01/10/2025

  All issues with Bluefire have been resolved as the claim has been closed and resolved.

• Initial Complaint

  Date:12/13/2024

  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.

  Bluefire Insurance has avoided my claim since the beginning. Claim # TXAO24-0012111. I was rear ended by their policy holder on 11/25 and they have refused to talk to me. They called my insurance carrier on 11/26 but have never contacted me. I was given an agent name ****** ***** **********. i called and was told his "boss" was my agent but the phone *** said "she never answers her phone",he was correct. her name is ***** **********,but you only get voicemail with no call back. My truck is sitting in a wrecking yard with a bank lien on it and im the one with no transportation.

  Business Response

  Date: 12/19/2024

  We apologize for any inconvenience while we investigated this claim. The adjuster has emailed and called multiple times to discuss the next steps of your claim. Please respond so that we can assist you,. 

• Initial Complaint

  Date:12/03/2024

  Type:Sales and Advertising 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 3/24/2024, a male crashed his car into our gas meter. We had to replace the entire gas line all the way to the house. It costs thousands of dollars, lost wages, no heat, no gas to cook and no hot water for a week. The insurance company reached out with a letter and will not return phone calls or emails. We just want to get this taken care of.

  Business Response

  Date: 12/05/2024

  Please provide the claim number. 

• Initial Complaint

  Date:11/27/2024

  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 had an accident on 10/2, a deer hitting me. It has been 2 months and the insurance company wont answer calls, emails, or return calls. I have provided all of my information in a timely manner.

  Business Response

  Date: 12/03/2024

  Re:      File Number:               22610647
  Complainant:              ******* ******

  Claim Number:           ALE24-0004339

  
  December 3, 2024
  BBB
  Dear  BBB:

  
  This letter is in response to the above referenced complaint. Confie Claims Services, **** doing
  business as Bluefire Claim Services is the administrator for Equity Insurance Company for policies
  bound by Aggressive Insurance Services, **** we are responding on their behalf and provide the
  following information.

  
  We developed concerns through our investigation, as the damages to Ms. ******** vehicle did not
  match the facts of loss she presented. Along with those concerns, Ms. ****** also originally filed
  the claim with a date of loss during a lapse in coverage. Our Special Investigation Unit opened a
  case for this claim and advised Ms. ****** that we will need proof of the date of loss, as well as
  proof of facts of loss, but Ms. ****** has not provided either to date. Upon receipt of the 
  complaint,
  we followed up multiple times to get a response with no answer. Should Ms. ****** pursue, we
  will refer her to our SIU team to conclude their investigation.

  
  By pointing out the foregoing, Equity Insurance Company and its administrator, Confie Claims
  Services, **** doing business as Bluefire Claims Services, does not waive, but specifically 
  reserves
  any and all rights and defenses it may have under the policy and applicable law.

  
  Sincerely,
  ***** ******
  Compliance Manager
  *********************************************************************
  

  
  

   

  Customer Answer

  Date: 12/04/2024

  I am rejecting this response because:   I have provided my phone records as stated which were sent on 11/12/24 at 4:11pm to ************************************** I cannot force a passenger in my vehicle to hand over their phone records. He provided what he was willing to provide as well. 
  

  if you listen to the phone records, you can hear me stating on 10/2 when *** (claims adjuster) called me on a recorded line, I reported that the system would not allow me to put the date for 10/2 so I had to put the date as 10/1 but other facts were correct. I have provided the phone records here and will provide of the email sent. My files are too large to attached but I have my proof

  Customer Answer

  Date: 12/04/2024

  This image is the email that was sent to the insurance company with my phone records. MY as the policy holder. 

  Customer Answer

  Date: 12/04/2024

  Also attached is a receipt that my policy had not lapsed (if the accident occurred on 10/1 which it did not. The accident occurred on 10/2 due to Bluefire Insurance system, I was not able to submit for that date and time.

   

  i also called them on 12/2 and checked in, they are not truthful with saying they have been trying to contact me. Ive answered and spoken with them each time theyve called my phone

  Customer Answer

  Date: 12/05/2024

  Please see attached phone records from this company between myself. The allegation of trying to reach me and havent been able to is fabricated. 
  

  I will attach more as I have emails of me reaching out as well.

  Customer Answer

  Date: 12/05/2024

  Please see attached phone records from this company between myself. The allegation of trying to reach me and havent been able to is fabricated. 
  

  I will attach more as I have emails of me reaching out as well.

  Business Response

  Date: 12/12/2024

  We apologize for any delays while coverage was investigated. The adjuster has been in contact to discuss the next steps. 

• Initial Complaint

  Date:11/26/2024

  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.

  This insurance company seems not willing to pay for their insured. the accident which occurred almost 3 months ago, was document by a police officer at the scene and the insurance company is not diligent moving this case forward and proceed with the payment for the repair. they have not record showing attempt contact with their insured to get a statement or anything else. adjuster never called and supervisor just trying to sugar coat their lack of actions. it's definitely a scam insurance company.

  Business Response

  Date: 11/27/2024

  Without cooperation from the insured, we are unable to complete the investigation. You were mailed a letter on 10/30/24 to explain the coverage denial. The adjuster attempted to contact you 10/30/24 and 11/26/24 to explain. 

• Initial Complaint

  Date:11/22/2024

  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 got into an accident 10/29/2024 at about 1:50pm and have been trying to file a claim since. I have a claim number and an email that i sent photos to and Bluefire called to say that they were confused as to why we sent photos as there saying it was a one party claim. I have called several times and left messages with the claim ***resentative and also left messages for a supervisor **** ********** which his calls go straight to voicemail. I left several voicemails to let them know I was very angry since no one has yet to return my call. I was able to make contact with a *** that normally does not give out supervisor info but he had noticed I've been calling and he saw notes so he gave supervisor info. I would like for Bluefire to fix the damage to my vehicle that there insured caused and most of all want an apology for the way they are handling my claim.

  Business Response

  Date: 11/27/2024

  We apologize for any inconvenience while we have been investigating this claim. Please call the adjuster back so he can speak to you regarding this loss. 

• Initial Complaint

  Date:11/10/2024

  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.

  They have not resolved a third-party insurance claim within two months. I believe that state law requires a decision within one month or else a notification about the reason for a delay, which has not been provided. They have also ignore communications from me that asked for a response.

  Business Response

  Date: 11/18/2024

  We apologize for any delays in communication. The initial payment was issued.   We are unable to process the supplement until the vehicle is at the shop. 

  Customer Answer

  Date: 01/02/2025

  I received a message from BBB 11/18/24 stating that, "BBB has received a formal written response from Bluefire Insurance. We ask that you review the response and advise us of your position on the matter within 10 calendar days."  I never received a copy of Bluefire's formal written response.  How was I to review something I never received?  At any rate, this matter has now been resolved to my satisfaction.

• Initial Complaint

  Date:10/23/2024

  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 had an accident on September 1st, 2024. I filed the claim after I received more information from the person whose car I hit. He wants to take his car into the shop and he is patiently waiting for insurance to handle it, but he will sue us if the insurance does not communicate what will be covered. I get no answer other than it has been handed over to a supervisor. I sent all the documents when initially filling the claim, but then they asked me to file them again. I need help **** getting this claim to go through the insurance. It is not fair to the person I hit that he has to wait to repair his car.

  Business Response

  Date: 10/28/2024

  Thank you for your patience as we investigated the coverage on your policy. We have issued the payment to the claimant party. 

  Customer Answer

  Date: 10/28/2024

  I am rejecting this response because: The person who I hit is not at all satisfied with the amount given as the estimate on the repair is over $5000 and the insurance company is only paying out $818. I am now at risk for a lawsuit and I have been paying for insurance...for what? To get a lawsuit? 

  Business Response

  Date: 10/28/2024

  The supplement process has been explained and is included on the estimate. The vehicle owner needs to take the vehicle to a body shop for repairs and the shop can submit a supplement once the vehicle is at the shop.