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:12/26/2024

  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.

  On 12/08/24 a Mrs. **** ***** backed into the side of my car which was being driven by my wife. Mrs. ***** gave us her insurance information and I called to file a claim on 12/09/24. I was given a claim number ****** and was told someone would call me in a few days. A week later, no one had called so I called the number that was on Mrs. *****'s insurance card (###-###-####). I left a message after their message had said someone would return my call within 24 hours. A week later when no one had returned my call, I called ***** and ***** and was given another number to call (###-###-####) and got the same message that someone would return my call within 24 hours. After I got no return call, Mrs. ***** gave me a Number (###-###-####) to call. I called and talked to Mrs. **** and she said that somehow two claims had been filed and the correct claim number was ******. That's when I told her I had gotten an estimate from ****** ********* and she said the adjuster might call ****** ********* or myself in a few days . That was 10 days ago and still I nor ****** *********  have heard from Rockingham. All I want is to get my car fixed in a timely manner.

  Business Response

  Date: 12/31/2024

  Customer has been contacted and a settlement issued for the repairs to the vehicle.

• Initial Complaint

  Date:10/18/2024

  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.

  On Sunday morning (09-08-2024) at 10:35am I was involved in a car accident. I was waiting at a traffic light while the driver insured by the Rockingham Group caused an accident that damaged my car. The police came to the accident and observed all of the damage that was done and wrote up the accident report. It was determined that their insured driver was at fault. I have not been able to talk to anyone from this company. I have left messages for over 3 weeks, and no one ever returned my messages. I have been without a car for a whole month because of this incident and would like my car to get fixed so I don't have to keep paying for a ride to work.
  I am attaching the police report for this incident as well.

  Business Response

  Date: 10/18/2024

  A supervisor reached out on 10/10/2024 and 10/17/2024 at the phone number provided.  A voicemail message was left.  We will continue our attempts, but please reach out to us at ###-###-####.  Please reference Claim Number ********.

• Initial Complaint

  Date:06/03/2024

  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 am not a policyholder. I am a claimant who was rear-ended on 5/22/24 by their policyholder. I have been calling and leaving messages, and have been continuously sent to voicemail, being told that my messages would be returned within 24 hours. They were not, I have had one call pkaced to me shortly before close of business for the MEMORIAL HOLIDAY WEEKEND. I had to call back several more times. When I finally reached the agent ******* ******* on 5/29/24, she stated that she was about to return my call; she then proceeded to question me about the incident. She then told me that an adjuster would be in contact in the next day or so. If I hadn't heard from them by 6/3 to give her a call back. Lo and behold, there was no call from an adjuster and when I called Ms. ******* back, she had a voicemail stating she would be out of the office. I tried the main line again today, 6/3/24, to reach another agent for assistance and again was sent straight to voicemail. I am beyond frustrated with this company. I feel victimized by their lack of attention to my claim. They are not "wherever I am"! They are wherever I cannot find them.

  Business Response

  Date: 06/04/2024

  Customer has been contacted and is obtaining an estimate for repairs.

• Initial Complaint

  Date:09/28/2023

  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 was involved in an accident. I have liability insurance with *********** and was found to be 100% not liable. I am seeking damages from the other driver, who has insurance with Rockingham. I first filed on their website. Two weeks went by and I heard nothing. I called spoke with someone, and was given a claim number. Two weeks passed and I heard nothing. I called again and was redirected 4 or 5 times until I was left a voicemail with an adjuster. I never heard back. I called again and was connected to someone who found my claim and promised to look into it. Another week went by and I heard nothing. I emailed the last person I spoke to and heard nothing back. It's hard not to see this as evading my claim. The claim number is ************.

  Business Response

  Date: 10/02/2023

  A Rockingham adjuster has reached out to Mr. ***** via phone and email to address his concerns.

  Customer Answer

  Date: 10/04/2023

  Hi,I wanted to update my message in regard to Rockingham. A message was sent to me on Oct. 2nd the same day I did not accept their response. It was sent to my secondary email and so I did not see it until the evening. The adjuster ******* ******* has continued to maintain contact with me since then. The issue is in the process of being resolved. So I would like to accept Rockingham's initial response at this time.Thank you so much for your help,****** *****

• Initial Complaint

  Date:09/15/2023

  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.

  Rockingham Insurance *** ******* Adjuster) - Failed to sufficiently address our needs during our claims process and has put my family's health in immediate danger. A sewer line exploded in our condo, concentrated in the kitchen, destroying the kitchen and all it's content. ** told us
  To quote **, he said, "Our policy owes to put the condo back how it was when originally constructed," However, that is not the case. We consistently told ** it was a two-part process, the water mitigation and the reconstruction. He chose to only payout the water mitigation. Now we are unable to repair our kitchen, leaving it exposed-- the floors were ripped out to the subfloor, the drywall was opened, exposoning toxic insulation that my family is forced to breathe in, God only knows the long-term effects to our health. The water mitigation sent ** the reconstruction estimate and he indicated they were not responsible, yet he specifically told us they would ensure they may us "WHOLE," This situation is dire for our family, we haven't had a kitchen for 4 months! Constant requests for assistance to resolve the natter have been ignored, leaving us in despair. Rockingham took our community funds for years and now that we need to take care of our community, with this unimaginable and unfortunate event, Rockingham has abandoned us, leaving our family in conditions that are detrimental to our health! Do the right thing and ensure we are MADE WHOLE.

  Customer Answer

  Date: 09/15/2023

  Hello ***, Our Home Owners Insurance is with ****. They were clear that Rockingham had the responsibility of making us whole, **** qould compensate for upgrades such as granite, our dishwasher, the upgraded flooring. The issue is that we currently have exposed subfloor... the drywall has all been cut out, that's not ****** responsibility and they made that very clear.  Appreciate your help throughout this process. 

   

  Business Response

  Date: 09/21/2023

  The Complainant is not insured with
  Rockingham Insurance.  Rockingham issued a commercial condominium policy
  to *** **** ************.  Rockingham’s first notice of the subject claim
  involving a clogged kitchen drain was May 22, 2023.  Subsequent review of
  the condominium’s governing documents and applicable condominium act reflected
  that the condominium association is only responsible for insuring original
  construction.  Each unit owner is responsible for insuring their
  improvements and betterments. Rockingham inspected the damages and issued an
  actual cash value payment to *** **** ************ for necessary mitigation and
  covered repairs less the $2,500 policy deductible on August 3, 2023.  Our
  repair estimate was also provided to the unit owner’s insurance company for
  their handling of the balance of the repairs involving improvements and
  betterments.

  Customer Answer

  Date: 09/21/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  What I experienced was a sewer explosion in my unit, which required water mitigation, where they removed flooring and drywall. Their initial estimate was for water mitigation, NOT reconstruction. Now I am in a position where I have no kitchen, uprooted flooring, and exposed walls and insulation. Making us whole, at a minimum, requires that those areas are put back together. The money that was paid out does not over that. At this point I am not even addressing replacing the kitchen, I am only asking that the claim is sufficiently.paid out so that we can begin to put the unit back together. Our family is currently exposed to toxic material. This was not our fault. It was a very serious sewer explosion that is toxic in and of itself. It's not ****** responsibility to make the unit whole, Rockingham commit to making us whole and we are nowhere near being made whole. There was a complete lack of communication, which has clearly impacted our claim and we want Rockingham to do the right thing here. Your response in not sufficient. Rockingham did not consider the extent of the damage or the required repairs and we have been left to fend for ourselves. We would like for Rockingham to review the estimates that were provided and reevaluate the amount that was provided to address our claim. 
  
  Regards,
  
  ***** ****** 

  Business Response

  Date: 12/08/2023

  The Complainant, ***** ******, is not insured with Rockingham Insurance.  Rockingham issued a commercial condominium policy to *** **** ************.   Subsequent review of the condominium’s governing documents and applicable condominium act reflected that the condominium association is only responsible for insuring original construction.  Each unit owner is responsible for insuring their improvements and betterments. ***** ****** has insurance through ****.  Rockingham inspected the damages and issued an actual cash value payment to *** **** ************ for necessary mitigation and covered repairs less the $2,500 policy deductible on August 3, 2023.  Our repair estimate was also provided to the unit owner’s insurance company (****) for their handling of the balance of the repairs involving improvements and betterments.  We have told **** to reach out to us if there are any questions or discrepancies.  

• Initial Complaint

  Date:08/29/2023

  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.

  Had car fixed at *** ****** ********* ****** they painted car without looking at all the damage underneath that was caused by a deer so now I have a car with a 2700 paint job on fender that the car sounds like it’s going to fall apart they should of never painted it with that much damage they just wanted some fast money from the insurance company and I have a car that should of been totaled

  Business Response

  Date: 09/01/2023

  *** ****** was selected by the customer as their preferred repair facility.   *** ****** collaborated with ****** ****** to identify worn subframe bearings that needed replacement, which are unrelated to the accident.  

  Customer Answer

  Date: 09/05/2023

  not satified car did not sound like this before accident 

• Initial Complaint

  Date:08/11/2023

  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.

  The company covered a framer who through negligence caused over $600K to my new construction home. I went through a lengthy process with an adjuster, the adjuster found them liable for over $600K in damages and reported that their insured was liable. Now after almost a year of working through files, visits, and receipts I received an initial call to let me know there was no way I would get that kind of payout and that they would call with an offer. I responded that they were confused concerning their insured. I stated that I did not list all of the issues caused after their insured did a terrible job, but instead only listed things that occurred due to his negligence to my property/build. After hearing that they said someone would call me. I was told this would be sorted out within a week once the adjuster sent back his findings, and now two weeks later they have begun to ignore my calls. After calling for days starting this Monday and reviewing no answer, I began to escalate and call higher ups I could find online. Immediately I received an aggressive call from one of their agents basically telling me to back off and it was going to take the time it takes. When I asked how long it would take he refused to provide a time. Their insured ruined my project, and even now two years after this project was supposed to be complete I’m still dealing with his failures. I want and need this issue completed immediately and they have already with no hesitation told me I will most likely end up sueing. Rockingham has been found liable and they fraudulently believe that they can simply not pay for a person they chose to insure.

  Business Response

  Date: 09/01/2023

  This open claim will continue to be handled with this claimant and our policyholder.

  Customer Answer

  Date: 09/01/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.This is a stall tactic and the reason I came to the BBB in the 1st place.  This business has conducted shady business by repeatedly claiming they do not know about this issue, and then when proven we start the charade all over again.  My issue pertains to the fact that I have been dealing with this portion for over a year.  I went through adjustments with an outside company that Rockingham hired and when we finally worked through just how much damage their client caused I was told I would need to sue them as they would never pay that amount.  This is criminal, they have not to this day offered a settlement amount, and to complicate matters worse they jumped on a civil case that I filed against the insured separately.  They have been nothing but a thorn in my side.  I repeat, I would like my amount that I showed/proved was due to their insured paid so I can move forward in life.
  
  Regards,
  
  ***** ********* 

  Business Response

  Date: 09/21/2023

  This open claim will continue to be handled with this claimant and our policyholder and not addressed through the BBB site.

• Initial Complaint

  Date:08/02/2023

  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 company is threatening to end my home insureance because of a second time in 40 years with them that they had an adjuster come to evaluate the house and property. The adjuster acting more like a city ordinance officer then an adjuster with the report he put in. Complaied more about around the house then about the house itself. Tellìng me to have siding put on. ******* ****** **** andI am living on $2500 a month and money wise the is impossible to do.
  
  I have always paid the insurance even when my husband had gotten laid off of his job of where he was making $25.00 an hour and having to settle for a job paying 7..50 an hour.
  
  Never did anything fraudulent as far as any claims, which there never were any claims filled.
  
  Complaining about windows on the garage that never had fraing around them when we bought the house. Complaining about the side porch saying it need a railing. Under safety laws, if it is 3 feet or higher it needs it. That porch is only 18 inches. Complaining about tires that my husband did not get done for a retaining wall before he ****. All of this plus a few other stupid things to be done by the first of August of this year.
  
  What I want is to either for them to back off and continue the insurance or for them to pay backevery cent that has been paid over the last 40 years PUS the $140,000 that it would cost to rebuild the house if it need be done in case of damage.

  Business Response

  Date: 08/07/2023

  As Ms. ****** policy came up for renewal, an inspection
  report was ordered by an independent vendor to assess the current condition of
  the property.  The report concluded that there were numerous items of
  concern which created an increased hazard thereby increasing the potential risk
  of property damage or personal injury.  A letter was sent to Ms. **** advising her of the concerns and requesting updates be made to the property
  before renewal.  The Company has complied with applicable statutes and did
  not unfairly discriminate against the policyholder.

  Customer Answer

  Date: 08/07/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Because they are under the laws of ** not **.  The statement that they made covered nothing of whar I had written about. They are now in the hands of the ** insurance commissioner as well.  They also did not  mention that they sent out a cancellation notice a few days ago.  Therw are only 2 reasons for cancelation of a policy, both of which does not play into their bull.
  
  Regards,
  
  ***** **** 

• Initial Complaint

  Date:12/07/2022

  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 really bad hail storm hit our area and my car was extremely damaged. After the storm passed, I immediately filed a claim. I received a claim number within the first 3 hours after submitting. The young lady then made me aware that an adjuster would be getting in contact with me within the day. 3 1/2 days later I finally received a call, but from a claims officer not an adjuster. She informed me of who my adjuster was and his contact number. She said I could reach out to him to schedule or he would call me to do so within the next few hours. 4 days passed of me calling each day and leaving him a voicemail. On the 5th day, he finally answered when I called. He was disrespectful, hard to understand, and treated me as if I was burdening him. He explained to me that he wasn’t the adjuster just a claims manager, but he would try and get an adjuster to contact me. Another 3 days goes by, unable to drive my car due to safety and unable to get info to give a rental car company because they have no paperwork regarding the case. Now we’re onto another 2 1/2 days and I have still heard nothing and have made absolutely no headway.

  Customer Answer

  Date: 12/13/2022

  I would like a month of car payment reimbursement. I was unable to use my car for approximately 3-3 1/2 weeks and they never sent over info for my rental to the place I requested it to be sent to. I pay rental insurance, but yet never received a rental and no effort was made to get me one even know I tried to contact my claim adjuster at least 2 times daily. 

  Business Response

  Date: 12/13/2022

  On November 27, 2022, a claim for hail damage was
  reported.  An adjuster contacted the customer and confirmed damages
  reported and explained coverages.  An inspection request for the vehicle
  was sent but it did take longer than normal to inspect the vehicle due to a
  hail event in the customer’s area.  As of December 13, 2022, the
  customer’s vehicle has been inspected and a rental reservation has been set up
  for the customer. 

  Customer Answer

  Date: 12/14/2022

  The insurance failed to leave out specific details/fees as well as failing to accomplish anything in a timely manner. Due to this, I still have not received a rental because of hidden fees they didn’t mention. I am seeking reimbursement of the rental insurance amount allotted. 

  Business Response

  Date: 12/14/2022

  The customer’s rental coverage and applicable limit has
  been explained to the customer.  A rental reservation is set up for the
  customer.  The delay in inspection was due to a hail storm in the
  customer’s area.  If the customer has questions, the customer can call
  their adjuster directly.  The company will not further respond in the BBB
  forum. 

  Customer Answer

  Date: 12/19/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  When I went to get my rental, they informed me I was responsible for an additional $22 a day due to my age. They informed me this was a requirement of my insurance company and I was never told about it after having numerous discussions with the adjuster regarding my rental. The adjuster then tried to say this was the rental company’s fee not there’s. I’m completely certain it is not the rental companies fee because I have rented from them, same location and company, multiple times in the past through my insurance (******** ***** ****, etc) and have never been charged this fee per day or at all. As far as the damage, my passenger side mirror is shattered and impairs vision of that side of my vehicle. I was actually pulled over last week for this. Thankfully the officer was understanding of the situation and didn’t cite me for it. Due to the damage to the mirror and other issues the car has, I am unable to get my car inspected as well. I had an appointment scheduled for an inspection the day following the damage to my car occurred. Regards,
  
  ****** ********

  Business Response

  Date: 12/19/2022

  Please see the company’s last response.  The company has responded and does not plan to respond further.  Thank you, ******* ******* 

  Customer Answer

  Date: 12/19/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  Regards,
  
  ****** ********

  Business Response

  Date: 01/05/2023

  ********** thought she was under age, therefore the additional $22 a day rental fee.  We communicated with ********** this was an insurance claim and she was not underage.   Our understanding is they are not charging her the additional $22 a day.  If you have any further questions please contact your claims adjuster. 

  Customer Answer

  Date: 01/05/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ********