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:06/17/2025

  Type:Sales and Advertising 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.

  *June 17th, 2025.*Lack of legal, respectful, moral and concurred random refund check of $65.24. Unauthorized neglect to verify of how my refund should be returned. *Incompetence of any business handlings. *Nature of dispute: per attached evidence, I, the former customer, had to inconvenience myself and my failing health to chase, investigate, inquire and continue struggling with why this despicable entity unlawfully retains/retained my financial information (evidently, illegally and shockingly) post policy termination, effective June 16th, 2025. I was unable to rightfully void, remove or delete my sensitive profile from the disastrous and criminalizing website. According to *****, he revealed that my account retained two card payment options. This is gravely, monumentally, devastatingly and unconscionably theft. I never authorized multiple financial resources to be recorded nor was I ever ethically notified. Upon urgent request, ***** conveyed and identified the financial institutions. How is this allowed? ***** evidently and regrettably admitted to me that others have complained about the destruction and carelessness of the business neglects. No one cares about anything. *I attempted to expedite my overdue refund back to my financial account, due to inaccuracies and malice, unfortunately, I have to accept the check form; per their convenience. ***** ****, claimed that he removed my financial information and acknowledged that the business is incredibly slow with problem solving. No courteous time frame provided when this supposed check will be delivered. I continue to struggle and I deserve my refund now.

  

  Business Response

  Date: 06/26/2025

  Hello,
  
  Please see our attached response.
  
  Thank you.

  Customer Answer

  Date: 06/26/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** *****
  

• Initial Complaint

  Date:05/20/2025

  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.

  My husband, **** ******, filed a comprehensive claim. **** called, filed the claim and told him it was his claim. The insurance falsely put it under my driving history, **** ****** instead of under his driving history which is **** ******. We have called continuously in over a month. First they came us the run around and now they just lied to us. We will fix it in 7 days then 10 days. Now nothing! We will email you. It is going on 2 months! We had problems in the past they did not correct as many times as we called and gave them the correct information which is why we are no longer with them. They have put a false claim on my driving history and I would like them to correct it now. I would very much appreciate your help and assistance in this matter. Thank you so very much for you help. Please make sure they send me a LETTER OF EXPERIENCE and a letter from them showing they made the corrections.

  

  Business Response

  Date: 05/20/2025

  Hello, 

  Please see our attached response. 

  Thank you.

  Customer Answer

  Date: 05/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  They sent a letter but they did not do as I requested.  I want the claim  put under **** Walker's  driver  history. NOT MIND! IT WAS NOT MY CLAIM. IT WAS ALAN'S  CAR AND HIS CLAIM. THANK YOU FOR YOUR HELP.

  They also said call the insurance if we need any other assistance.  NO ONE CAN HELP. THEY ALSO KNOW NOTHING. THEY NEVER TOOK CARE OF THE FALSE INFORMATION THEY PUT ON MY DRIVING HISTORY WHICH SHOULD OF BEEN ON **** WALKERS DRIVER HISTORY AND THEY ARE ALSO THE ONE'S  WHO PUT IT FALSELY ON MY DRIVING HISTORY.  

  
  Regards,
  
  **** ******

  

  Business Response

  Date: 05/29/2025

  Hello, 

  Please see our attached response. 

  Thank you. 

  Customer Answer

  Date: 06/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I am not really happy about the outcome but the insurance states it can not do anything  else to fix it.

  
  Regards,
  
  **** ******

• Initial Complaint

  Date:05/12/2025

  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 called this company late March or early April this year to inquire about car insurance. At the time they told me they were checking my home owner insurance policy as I thought that qualify me for discount. Then they told me as it's underwritten by a partner, it didn't qualify for a discount. So they gave me a quote, which didn't include the multi policy discount. Because it was lower priced than my other policy so I decided to switch to them. About a month later they told me they didn't find a homeowner policy connected and therefore they had to increase the price so I need to pay for the discount I didn't even qualify for. And now they said their quote included the discount when they gave me (while back then they said it didn't include) so I need to pay more. This was completely cheating customer in order to get business. I called customer service and other than saying sorry they can't do anything other than having me to pay for their mistake. They even said I could switch back to my old policy if I think that's cheaper but it's them who misled me to believe they are cheaper. So I need them to maintain my current price of $867 rather than charging me $1101 for this remaining term and I will switch back to my other policy by end of the term.

  

  Business Response

  Date: 05/13/2025

  Hello,
  
  Please see our attached response.
  
  Thank you.

  Customer Answer

  Date: 05/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have provided the certificate of defensive driving course to the business but just resubmit again here.  They should also provide the discount for that so I shouldn't have to pay any difference.
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 05/14/2025

  Hello, 

  Please see our attached response. 

  Thank you. 

  Customer Answer

  Date: 05/14/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** *****
  

• Initial Complaint

  Date:05/02/2025

  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 writing to formally file a complaint regarding an unresolved auto glass repair claim under my Connect Insurance policy. Despite having initiated the claim in a timely manner and following all required steps, I am currently facing an unreasonable delay that is preventing my vehicle from being repaired.Specifically, I have a glass claim at Connect Insurance. However, they has failed to approve the necessary order for my chosen auto shop to proceed with the repair. I have contacted them multiple times, but the issue remains unresolved. As a result, my vehicle has been left in an unusable state for an extended period.This delay is not only causing significant inconvenience but also constitutes a failure to provide coverage and service as promised in my auto insurance policy. I am requesting that Connect immediately authorize my selected auto shop to obtain and install the replacement glass, or alternatively, reimburse the repair directly in accordance with policy terms. I am so frustrated about this problem. It takes forever for the insurance company to approve that.

  

  Business Response

  Date: 05/05/2025

  Hello,
  
  Please see our attached response.
  
  Thank you.

• Initial Complaint

  Date:04/18/2025

  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.

  I just received my insurance renewal and the policy price for a 6 month period was raised from $1,723.74 to $5,260.74.I called and asked for an explanation and the agent told me that it was because an insurance claim (which was a minor claim) and because of their new price policy.I understand that insurance prices are getting higher in **, but this price hike is abusive and it must be reviewed and revised

  

  Business Response

  Date: 04/22/2025

  Hello,
  
  Please see our attached response.
  
  Thank you.

• 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.

  Complaint Summary Against American Family Insurance Claims ******** (Claim #**-007-810672):This complaint concerns the mishandling and undervaluation of an auto injury claim following a July 2024 accident. The injured party submitted a comprehensive demand letter with medical records, receipts, and wage documentation. While another claimant in the same accident was granted the full policy limit, this claim has been met with delays, poor communication, and an inadequate settlement offer.Despite submitting medical bills exceeding $38,000, documented lost wages of over 140 hours, and evidence of ongoing care needs, the adjuster offered just over $21,000. The reasoning included an arbitrary limit of 40 reimbursable work hours, based on the claim that medical appointments should have been scheduled outside of work hoursan unreasonable expectation given limited provider availability. No justification was given for the extremely low pain and suffering calculation, and future care costs were ignored.After multiple follow-ups and a formal complaint to the California Department of Insurance, complaint number *******, the company refused to address these discrepancies during a scheduled call. The handling of this claim has been inconsistent, dismissive, and raises serious concerns of bad faith under fair claims practices.This complaint seeks a fair reevaluation of the claim in line with the provided documentation and equitable standards applied in similar cases.

  

  Business Response

  Date: 04/11/2025

  Hello, 

  Please see our attached response. 

  Thank you.

• Initial Complaint

  Date:04/10/2025

  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 signed up for auto insurance on March 31, 2025. American Family Insurance charged me twice for my 6 month premium. I have called more than 4 times to their "customer service". I was assured that the double payment of $1320.75 would automatically be returned to my credit card each time that I called. No refund has been received. I've told that this has been escalated to a "supervisor/manager". My request has fallen upon deaf ears. I have told that this would be handled immediately, which it has not. The last time I called, they said no managers were available, and a manager will call me back in 24 to 48 hours. I don't understand why this is taking so long. They take my money immediately, why can't they refund my money immediately. Note: The second charge was not authorized by me.

  

  Business Response

  Date: 04/15/2025

  Hello, 

  Please see our attached response. 

  Thank you.

• Initial Complaint

  Date:04/09/2025

  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.

  On 3/12/25 approx 10:50am ****** * ************** parking structure top floor while sitting in my car, a young man in the parking spot next to me slammed the truck door into my car. It was so loud * shook my car so much I thought someone had actually ran into me. I immediately looked in my side mirror * saw the ***** Silverado trucks back door slammed into my car. I opened my door * said something like you just hit my car! He said theres no damage. I said I doubt that since he hit it so hard. Sure enough, it created a rather large dent in my drivers side back fender. The owner of the truck, also present, gave me his drivers license ********** ********************** info and took several pictures of our vehicles * the damage. Later that same day I called his insurance company, Connect, and filed a claim. I have proof in the pictures that this kid hit my car plus they gave me their insurance info-you dont just give out that information if you havent done anything. Anyway, the insurance company has been stringing me along for almost a month now. Ive done all they have asked, even had someone to my house to take pictures of my car. They said the guy denied ever doing anything and my claim is denied. Like I said, why would he give me his *************************** info (i have pictures of it) if he didnt do anything. I also have pictures of him and his car parked next to mine and the damage he did to my car. Also, when the guy was being interviewed, he lied to the adjuster and said he didnt speak English. She told me that she needed an interpreter. This was a lie because i dont speak Spanish and I had a conversation with ******** had no accent. They are liars. I just want my car fixed, no more no less. Isnt that why we have insurance? I think what they did was very wrong. I would really appreciate any help I can get with this. I made a claim with my insurance after they denied me but will have to pay my $500 deductible to get it fixed. Not fair.

  

  Business Response

  Date: 04/10/2025

  Hello, 

  Please see our attached response. 

  Thank you. 

  Customer Answer

  Date: 04/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  Respectfully, I will accept the response when my car is fixed. I will await your response on 3/18/25. 
  Regards,
  
  ******** ********

• Initial Complaint

  Date:04/01/2025

  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.

  Dear American Family Insurance Corporate Offices,I am disputing the $10,900 valuation assigned to my 2015 Tesla Model S 85 AWD by ******* ***** of AFICS, as it fails to account for two major value-adding factors:***** HV Battery (Installed Sept 2022) With only ****** miles, this effectively restores range and performance to new. Tesla battery replacements cost $14,500$23,500, significantly impacting the vehicles market value. The adjuster ignored this and instead compared Teslas with 23x the mileage and no lifetime supercharging.2.Unlimited Free Lifetime Supercharging (Transferable) A rare benefit eliminating charging costs for the vehicles lifetime, valued at $15,000$30,000. ****** with this feature sell for $5,000$10,000 more than those without it.Given these factors, a fair market valuation should be $28,000$35,000, in line with comparable sales. I request a reassessment that properly reflects these critical elements.I have attached supporting documentation, including a recent insurance valuation of a 2014 Tesla Model S (our previous vehicle). Additionally, I am filing complaints with the CA State ************************ and the BBB but hope to retract them if we can work toward a fair resolution.Recent maintenance and upgrades (Invoices Attached):Feb 2023 New rear windshield (Tesla) $1,010.19 Nov 2024 4 new high-grade tires (*******************) $1,466.25 Nov 2024 New brake ************* (Tesla) $1,226.50 Please advise on the next steps to reassess the valuation.Sincerely,***** ******* Cell: ************ **********************************************

  

  Business Response

  Date: 04/02/2025

  April 2, 2025
  
  Re:
  BBB File Number:                   23147819
  Complainant name:                   ***** *******
  
  American Family Insurance has received and reviewed the above referenced complaint. It appears the complaint is affiliated with CONNECT, Powered by American Family Insurance Company.
  
  I am respectfully requesting that you remove this file from our companys assigned complaints and forward this to the proper company.
  
  Sincerely,
  
  Consumer Affairs Department
  E-mail: *************************

  

  Business Response

  Date: 04/03/2025

  Hello,
  
  Please see our attached response.
  
  Thank you.

• Initial Complaint

  Date:03/31/2025

  Type:Product 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.

  1. The date of the transaction was on 2/27/2025 2. The amount was supposed to be $1089.74 for 6 months but now they will start charging me $1309.74 in unscrupulous fashion. The business FAILED to inform me that I have to fill out certain forms or they would raise the rate.3. The business has NO INTENTION of resolving this issue with me after I continuously called to complain about lack of transparency of this unscrupulous act of deceit.4. The nature of this dispute is two hidden forms in a large package of auto insurance that I had to fill out and sent in order to keep $1089.74 for 6 months or they will raise it to $1309.74 for 6 months. When I got the insurance, the representative failed to inform me that I MUST FILL THEM OUT and the package was so large that I don't even see the forms until today after I called to complain about the extra charges.5. Again, the business has NO INTENTION of resolving this issue with me after I continuously called to complain about lack of transparency of this unscrupulous act of deceit.6. They advertise on ****** premise and website.Frankly, if it is not for ******, they would be out of business due to their unscrupulous practices of hidden charges and not telling customers about those charges until IT'S TOO LATE.

  

  Business Response

  Date: 04/01/2025

  Hello, 

  Please see our attached response. 

  Thank you. 

  Customer Answer

  Date: 04/02/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  **** ****