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:07/20/2025

  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 charged by Bear River on July 2,2025 for 171.96. I do not have any insurance policies with Bear River currently. I contacted their customer service number and was told to send an e-mail with a screenshot of the transaction and they would take a look and respond within 72 business hours. It is now the 19th of July and I have yet to hear anything about the status of the research and why I was charged this transaction. I really would like someone to respond to this concern and give me my money back as I did not authorize this transaction and as previously stated do not have any insurance policies with Bear River.

  Business Response

  Date: 07/21/2025

  The policyholder (Mr. *********) had an active policy with Bear River during 2024. The policy was cancelled on 8/23/2024. A $171.96 payment adjustment was posted in error to the policy on October 3, 2024 - this put the account in a negative balance. On July 2, 2025 the negative balance was drafted against the policyholder's account.  As for the promised response to the policyholder's email, we can't identify a reason as to why a response was missed. We apologize for the error on the account, the missed response to his email, and the inconvenience this has caused those involved. We will correct the payment adjustment on the policy and refund the $171.96 back to the policyholder. Please let us know if additional information is needed. 

   

  Thank you, 

   

  ***** ** ******** ***

  Controller

  Bear River Mutual Insurance Company

• Initial Complaint

  Date:05/14/2024

  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.

  I contacted my insurance agent to change the account that my insurance pulled from. They pulled from the one that I removed the permission on in writing prior to them pulling it. They basically told me oh well. “We will give you a credit for the fee on our side but the fee from your bank is your problem”. They illegally ran an account after I had revoked my authorization in writing.

  Business Response

  Date: 05/21/2024

  To: BBB Mountain West & Customer, 

  We apologize for the frustration you have experienced. We desire that all policyholders have an enjoyable experience when working with our organization whether the experience is with an independent insurance agency, or with one of our home office employees. 

  The event that triggered the complaint occurred as the policyholder requested that the company not draft his account according to the agreed upon draft arrangement. Unfortunately, our EFT draft process requires a 5-day prior notification (5 days prior to the draft date) in order to stop an EFT draft. We submit EFT bank drafts to our banking institution 4 days prior to the draft date. We were contacted two days prior to the EFT draft date and requested not to draft the account, unfortunately the file had already been transmitted to the bank. As a result, the policyholder incurred a fee charged to his account. We have issued a check to the policyholder to reimburse the bank fee charge. 

  Again, our intent is that all policyholders have a positive experience when working with our organization. Due to the timing of the draft process, we have in place, we were unable to meet the policyholder's initial request to not draft the account. With timely notification, this issue could have been avoided. We again apologize for any inconvenience this has caused and hope that the policyholder will have only positive experiences with our organization going forward. 

  Due to the above information, we do not feel that this complaint should affect our credit rating. If further discussion in needed, please advise. 

  Best Regards, 

   

  Daren *. H******, CPA

  Controller, Bear River Mutual Insurance Company

  Customer Answer

  Date: 05/21/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:05/30/2023

  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.

  Starting about 2015 I received a call from Bear river asking for the birthdays of all of our kids. When 2018 came around my daughter ****** turned 16. We did call and let them know that she had a learners permit. However, she has not received a license at all. When I called and let them know that she didn't get a license, the said she has to stay on the ********************** anyway. I never got a reason just that all kids needed to be on the car insurance at all time after 16. A few years later my son ******* got his license so we never questioned it. when my other daughter ********* turned 16 she was added. I did receive an email from a ***** and he did ask about *********. However I did reply stating that she has a learning disability and will not be getting a license any time soon.I sent a message to them stating that our bill is getting to high and unless we can come to an agreement, we would have to find another insurance company. Our agent ***************** tried to explain that they don't add kids automatically. And that they only can refund 30 days of ******. ********* wasn't on long enough to charge us. Bear River billed us for about 5 years of her being on insurance. They also claimed that they have notes from a call that says to add her but nothing about removing her. I know I talked to someone multiple times after she failed her driving test for the 3rd time.I am looking for 4 1/2 years of them overcharging us.

  Business Response

  Date: 06/05/2023

  Starting about 2015 I received a call from Bear river asking for the birthdays of all of our kids. When 2018 came around my daughter ****** turned 16. We did call and let them know that she had a learners permit. However, she has not received a license at all. When I called and let them know that she didn't get a license, the said she has to stay on the ********************** anyway. I never got a reason just that all kids needed to be on the car insurance at all time after 16. A few years later my son ******* got his license so we never questioned it. when my other daughter ********* turned 16 she was added. I did receive an email from a ***** and he did ask about *********. However I did reply stating that she has a learning disability and will not be getting a license any time soon. I sent a message to them stating that our bill is getting to high and unless we can come to an agreement, we would have to find another insurance company. Our agent ***************** tried to explain that they don't add kids automatically. And that they only can refund 30 days of ******. ********* wasn't on long enough to charge us. Bear River billed us for about 5 years of her being on insurance. They also claimed that they have notes from a call that says to add her but nothing about removing her. I know I talked to someone multiple times after she failed her driving test for the 3rd time. I am looking for 4 1/2 years of them overcharging us.

   

  It looks like their insurance agent added their daughter ****** as permitted in mid-2018 at which time she was not rated, though according to the customer likely made an assumption that ****** was licensed beginning in their 2019 policy term.  While the kids do need to be listed on the policy, non-driving children do not need to be rated unless they are permitted over age 17 or licensed.  The daughter ********* was not added as a rated driver, but listed as unlicensed temporarily.  We are able to refund the rated premium for ****** back to the beginning of the 2021 policy term, but we do not allow further as it is expected that customers review their policy declarations and after two years it is no longer possible to refund charges from a policy or system standpoint.  We were able to discuss with *********************, the policy holder, what we can refund and we have already applied a refund for the past 2 years and a couple of months back to their billing account.  

  We do wish we could refund more of their premium but historically it has been costly to maintain legacy systems to reprice customers for changes that have happened long past.  We believe this is a fair ask for customers to review their coverage with their agent and make any requests for premium changes in a reasonable amount of time and believe that two years is sufficient to do so.  

• Initial Complaint

  Date:12/27/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Its almost been 1 month now since filing a claim(s) for our stolen vehicle and items. The insurance we faithfully have paid for, for over 5 years (and never needed to use until now) have been an absolute nightmare to deal with. Run around after run around feeling like we have been scammed into paying for insurance to not knowing if they will even make us whole again. It feels like we have hit every road block and have to do adjusters job for them... its been a very frustrating and stressful process and we have no faith we will be made whole in this process. It feel so unethical to have paid Bear River so much faithfully for years to be covered in the unfortunate even we needed to use them. Yet when we have been through an unfortunate event needing insurance we feel they dont care and or are reluctant to help. One of our adjusters is now not even with the company and gave notice of their last day... yet they were assigned the case? Very suspicious business practices and SLAs deadline dates to follow-up with us were never met or attended. Also to make matter worse the cases were never assigned to the correct adjusters to begin with (from what we were told) so we have just fel passed around and very left in the dark with this entire process.

• Initial Complaint

  Date:11/01/2022

  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.

  They refused to contact me. I have called and have a case number. And there adjuster ********************* not call me back.

  Business Response

  Date: 11/03/2022

  Upon receipt of this complaint, we promptly reviewed the file.  It appears we did not have his contact information in the claim until 10/21/2022 but failed to reach out to him at that time. ****************** was contacted on 11/2/2022 and we have been able to resolve his questions and concerns.