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: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.

  April 5th my truck was damaged at a *********. I made the claim on Monday April 7, 2025. I took pictures as instructed and uploaded them. I need my truck fixed asap because we have a 5th wheel that is going to have to be moved soon. I talked to ******* ****** twice and she is not helpful at all. She said I will be contacted by someone else but that has not happened. My truck needs to be in the shop and I need a rental. if you can help me get this expedited i would appreciate it

  

  Business Response

  Date: 04/14/2025

  A thorough claim investigation needed to be completed before the claim could be assigned to a property damage adjuster to address the repairs to your vehicle. Liability was determined on April 9 and the claim was assigned to a property damage adjuster on April 10. The adjuster emailed you on April 11 and 14, requesting your vehicles VIN in order to complete the estimate. If you have not already done so, please email the information to ************************************ and be sure to reference your claim number in the subject line.

• Initial Complaint

  Date:02/19/2025

  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 company is fraud ! A lady crashed my car and she has INSURANCE WITH THEM , I also have a police report stating she was at fault ! And they still will decide if not to fix my car until they speak with the woman who crashed me ! The police even said thats not right if I have the report it should be automatically covered ! They are fraud !

  

  Business Response

  Date: 02/20/2025

  This claim was filed on February 10, 2025, and we have been diligently working to contact all parties involved. We spoke with you, Ms. ******** just yesterday, and we have a duty to conduct a thorough investigation, which includes speaking with our insured. We understand that being in a car accident can be stressful, and we will continue to work diligently to resolve this matter as soon as possible.

• Initial Complaint

  Date:01/22/2025

  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 Against Commonwealth Casualty Insurance I am filing this formal complaint against Commonwealth Casualty Insurance due to their egregious handling of my claim after their insured driver caused an accident involving my 2025 Chevrolet Tahoe with only ***** miles. The crash report clearly verifies that their policyholder was at fault, yet my experience with this company has been nothing short of a nightmare. Getting in contact with Commonwealth Casualty Insurance has been nearly impossible. The wait times to speak with someone range from 40 to 60 minutes, only to be told that the adjuster assigned to my claim is unavailable. This level of unresponsiveness left me questioning whether this was a legitimate insurance company or a scam. The accident caused significant damage to my vehicle, Despite providing all necessary documentation and estimates from certified repair facilities, Commonwealth Casualty Insurance continues to undervalue the claim. Their payout is significantly lower than the actual repair costs, leaving me responsible for out-of-pocket. My vehicle has now been undrivable for 35 days, and there has been no resolution. Commonwealth Casualty Insurances actions have not only caused financial hardship but also extreme inconvenience as I am without reliable transportation. One of the most alarming issues is their outright denial to replace my childs car seat, which was in the vehicle at the time of the accident. This decision blatantly disregard: ********************************************** (*****) guidelines, which recommend car seat replacement after any moderate or severe crash. Certified Child Passenger Safety Technician recommendations, who confirmed the need for replacement. The car seat manufacturers statement (*****), which states that the seat must be replaced to ensure safety.

  

  Business Response

  Date: 01/29/2025

  At Mrs. ******* request, a third-party inspection has been ordered to assess the vehicle. Once the inspection is complete, the adjuster will review it to determine whether any additional damages need to be addressed.

• Initial Complaint

  Date:01/16/2025

  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 got into a motor vehicle accident on October *******. I dropped the car off at the shop that the insurance company instructed me (******** ****** Collision - **************************************) on January 3rd,2025 and was told that my car would be done in 2-3 days on January 6th and the car rental would have to be returned as well. On January 10th the car shop called the insurance company to let them know that additional work will need to be done on the car in order for it to be repaired brand new. The insurance company claimed that the work did not need to be done based on pictures provided to them and they are not going to approve the additional repairs or approve the time for the rental after January 10th,2025. During the time from October 31st-January 15th the claim adjuster has not answered any calls or returned any of my voicemails in order to get help to find out the new steps and are unwilling to work with me with the rental. They want me to return the rental and wait for approval (if any ) for the additional repairs.

  

  Business Response

  Date: 01/22/2025

  Our records indicate that a supervisor spoke with Mr. ***** on January 16th to review the claim. The additional delays in processing this claim were caused by the repair facility, which submitted supplemental estimates that included the unnecessary replacement of parts. We covered eight days of rental, which was a reasonable amount of time as outlined in our estimate.

  Customer Answer

  Date: 01/23/2025

  Yes, the manager did contact me via a phone call on January 16th but I am still not able to contact my claim representative in order to follow up with my claim on the phone and I would like for that to be easier in the future so that if I choose to pick another mechanic I am kept in the loop and informed instead of an email being sent the day the deadline. Also, the mechanic shop also had trouble reaching out to the claim representative which delayed a lot as well in order for everything to move smoothly. 

  

  Business Response

  Date: 02/03/2025

  Thank you for your feedback. We value your input and have shared it with the supervisor for review.

  Customer Answer

  Date: 02/08/2025

  I have yet to be contacted about what to do going forward with the claim and I am still unable in touch with the claim adjuster or the supervisor in order to get my issue resolved. 

• Initial Complaint

  Date:01/13/2025

  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 February 22, 2024 a driver insured by Commonwealth insurance rear ended my vehicle. They have refused to send an appraiser and or pay for my vehicle. the driver acknowledged fault with the police at the time of the accident. at first they said there was coverage then they said they were investigating, I sent the police report, the citation from the PD department to the driver. it has been 11 months and my family is having a really bad hardship, about to get my electricity turned off due to not been able to get to work on time and loosing my job. Every time I call they have a different excuse. They promised twice to have an adjuster come to look at the car and failed to do it. now they become unresponsive.

  

  Business Response

  Date: 01/17/2025

  We apologize for the delays. As you are aware, this claim involves multiple vehicles, and as previously explained, the involvement of multiple damaged vehicles creates the potential for a limits issue. We must receive property damage demands from all claimants involved before we can proceed.

  
  You have the right to file the claim through your insurance carrier, and the matter can then be addressed through the subrogation process.

  Customer Answer

  Date: 01/17/2025

  Hello, 

  There were three vehicles involved, first one, your insured *** and responsible for the accident. second, my vehicle, and third the *** in front of us. today January 17, 2024, I spoke to the other party insurance carrier, they confirmed that their insured had chosen not to file a claim for their property damages (her *** barely got scratched on the rear bumper) Im assuming the damages were not enough to cover the deductible. 
  my car got completely smashed when commonwealth insured slammed the rear and the trunk moved all the way to the back seat, Im sure we absorbed all the impact. 
  so if theres only two vehicles besides your insured and the one in front of us is not filing a claim then whats the next excuse? Can you please pay me already! It has been 10 months and 3 weeks since the accident. 

  

  Business Response

  Date: 01/22/2025

  We have received a formal complaint from the ****************** of Insurance regarding this matter. Going forward, we intend to address the issue by providing our responses exclusively through the Department of Insurance.

• Initial Complaint

  Date:01/10/2025

  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.

  On May 23rd, 2024 I was in an accident and the driver admitted fault. The company accepted liability after months of trying to reach them. Since then I have been strung along by claims adjusters not responding, been shuffled through different claims adjusters, blown off by supervisors, sent an $800 for a $5,500 repair, and when I didn't accept the $800 they said they will only pay a repair shop for the damages to my car. As of now, I have been blown off by yet another supervisor for a month with no response despite following up multiple times.

  

  Business Response

  Date: 01/17/2025

  We have received a formal complaint from the *************** of Insurance concerning this issue, and we intend to address the matter by providing a response through the Department of Insurance.

• Initial Complaint

  Date:01/10/2025

  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 have commonwealth insurance for my car I was in ok e in a car accident on December 02/2024 The other driver he stop driven when he hits my car To fix my car at least I need $7,000.00 The insurance company they call me on the 6 of December on the morning To let me know , that the decision they take both insurance was That accident was my fault But this insurance company They never check for surveillance cameras around when the reality is there s a lot of surveillance cameras around The other driver its me and they said its my fault Thats not right and they will increase the cost of my insurance because they said its my fault Thats Someone needs to help me

  

  Business Response

  Date: 01/17/2025

  We have thoroughly investigated the claim. The liability decision is based on statements provided by both you and the claimant, the locations of each vehicle at the time of the accident, and photos showing the point of impact. If you have any evidence that disputes these facts, please submit it to your adjuster.

  
  Insurance rates are determined by various factors, including your driving record and accident history. These factors are commonly used and widely accepted within the insurance industry.

• Initial Complaint

  Date:10/19/2024

  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 was in an auto accident on July 17, 2024. I was rear ended and at the time. My claim number is CAZ0065571 and I was assigned ******* ******** Claims Representative ******************. ******* requested documents and I sent her everything she requested. The last thing she requested was an itemized bill from my urgent care visit and I sent it to her via email. She emailed me that it was not the itemized bill she requested, so I called urgent care to see if they had another bill/format they could send, and they told me that was all they had (and it literally says itemized bill). I emailed her last on September 23, 2024 and asked her to further explain to me what she needed from me and I have not heard back from her. On October 3, 2024, I missed a call and received a voicemail from ******* asking me to call her back. I returned her call with in ********************************************************************** back. The following week I received a letter dated October 3, *************************************************** I have sent several emails requesting a call back/contact since. The last email I sent was October 8, 2024 and I have received no call back or email response. I have also called and left several voicemails requesting contact with no response, the last voicemail I left was October 16, 2024.

  

  Business Response

  Date: 10/28/2024

  I apologize for your experience with the claims process so far. Ive reached out to ******* and requested that she contact you at the number you provided.

  Customer Answer

  Date: 11/01/2024

  No one has reached out to me. 

  

  Business Response

  Date: 11/13/2024

  *** ********, it appears the adjuster attempted to contact you today around 2:00 PM using the phone number provided in this complaint. She left a voicemail, so please return her call at your earliest convenience.

• Initial Complaint

  Date:10/17/2024

  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 was rear ended in a hit and run June 21, I followed the vehicle and obtained a license plate number to file a claim. My insurance company did the leg work and filed a claim based on the police report P2406240095-1. I was able to get my car fixed which took approximately one month. However, I am a full-time Uber driver so my car is my livelihood, I was unable to work for the month of July. I have been trying to get compensated for that month. The claims adjuster has been aloof and non responsive. I also inquired about filing a diminished value claim and she (***** ********) advised me to get an appraisal. For which I did and I paid $400 for it, only for **** ****, a completely different adjuster to tell me that they have their own process and do not care about the $400 or the appraisers recommendation. I should be compensated for all of this nonsense and pain and suffering at this point for all the time and energy I'm having to put into fighting this company. I have been told that they are a new company and lowball everyone. I have sought the guidance of attorneys but they all seem to be ambulance chasers and I am not physically injured so they won't help me. I made $3,000 in July 2023 and am just asking for that amount as loss of wages. The diminished value recommendation was $3,403 via Johnning ******, a certified Collision Safety Consultant, plus the $400 for his services. That is roughly $6800 and I think it's fair considering their client hit me and ran. ************* are doing absolutely nothing to find him so I won't get justice for what was done to me and this company could care less. My summer was ruined because of this incident, I had to cancel pre-planned trips and attempt to get refunds and reimbursed for concert tickets and hotel stays and all I'm asking is to get what I'm owed.

  

  Business Response

  Date: 10/23/2024

  We settled your diminished value claim, for which you agreed and signed a release, in the amount of $2,500. Additionally, we issued a payment for your loss of use based on the average wages you would have earned during the days your vehicle was in the shop for repairs.

• Initial Complaint

  Date:09/16/2024

  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 got into a car accident on 08/15. The other driver was determined to be at fault. The insurance of the other driver is Common Wealth Insurance. The claim number is CTX-*******. *********************** is the contact following them determining it was their drivers fault. His contact information is ************************************* ********************** *************************************************************** ***** has not contacted me back in over a week. My car has been at the shop this past month. My insurance was covering my rental for free up to 30 days. That expired this past weekend on 09/14 but I still have the rental because last I heard was that they were working on continuing coverage for the rental. I called 09/13 to verify what options they had for me to maintain a car. There was no response. I let the weekend pass and called immediately this morning. Again, no response so I left a voicemail. I called the shop (VIVA AUTO COLLISION CENTER) and they told me that they were told by the other insurance that they had mailed out a check to me on 08/28/2024 for the amount of $3,618.38. When I confirmed the address with the shop, they didnt even include my apartment number. The shop confirmed that a second payment was directed to the shop but the first one was not for no apparent reason and without communication to me EVER that I should be expecting a check. The other insurance is now ignoring both mine and the shops inquiries on the payment. I need assistance in getting them to pay whats needed. My car is being held due to their payment. The shop **** ********************* sent me screenshots of their contact attempt and the check that the other insurance claims to have sent. I can not attach them due to size, can provide them if contacted.

  

  Business Response

  Date: 09/17/2024

  
  We apologize for the experience youve had with the claims process. We have verified that a new check will be issued and sent directly to your shop.

  Customer Answer

  Date: 09/17/2024

  I appreciate the payment as it shouldnt have needed to go this far for a response but they are only responding because of this report and arent addressing the issue with my rental car so this is not resolved until someone calls me and clarifies the situation. I have called this morning and still no response from ***** or his supervisor, *****************. Only emails. Im 

  

  Business Response

  Date: 09/19/2024

  Our records show that you spoke with Supervisor ************ on September 17th, during which he explained the rental process to you. Since we are the insurer for the at-fault party, your insurance company will seek reimbursement for the rental costs from us through subrogation. As a result, no additional rental days will be approved, as you have exhausted the 30-day rental coverage under your policy.
  

  Customer Answer

  Date: 09/19/2024

  
  Better Business Bureau:
  
  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, will still also be pressing charges. My attorney will be in contact soon. 
  
  Regards,
  
  Desire ******