Complaints

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

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• 

  Repwest Insurance Company

  2721 N Central Ave Phoenix, AZ 85004-1127

• 

  Repwest Insurance Company

  6910 Pacific St #400 Omaha, NE 68106

• 

  Repwest Insurance Company

  6910 Pacific St STE 400 Omaha, NE 68106-1047

• 

  Repwest Insurance Company

  PO Box 24463 Phoenix, AZ 85074-4463

• 

  Repwest Insurance Company

  2350 Planet Ave Salina, KS 67401-7514

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:12/30/2024

  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.

  12/05/24; I was hit while stopped at a light in ***********, ** by a medium sized UHaul truck. Three was paint transfer; the driver stopped and provided his information for hitting me.Repwest, representing *****, initially said they would "step up" and pay the damages to my car, then abruptly sent a denial letter, stating their driver denied involvement. My insurance company estimates the damages at $1,934.23.

  Business Response

  Date: 01/06/2025

  Dear BBB/**** Hack and ***** *****:
  
  Repwest Insurance Company handles claims for U-Haul, a SELF-INSURED company. Please be advised, there is no bond nor policy available for liability insurance provided by Repwest. We are EXCESS/SECONDARY to any other held personal auto insurance. We handle claims under the minimum financial responsibility (MFR) limits of each state jurisdiction where the loss occurred. As such, this letter is in response to the above-captioned matter.
  
  The loss was reported to our company on December 11, 2024, advisng a date of loss of December 5,2024.  Ms. ***** reported that the U-Haul rental lessee, Mr. ******** ****** was initially stopped behind the vehicle and when he made a lane change to enter the turn lane, struck the rear of the vehicle.
  
  We were able to speak with Ms. ***** to secure her version of what occurred. We also spoke with Mr. ***** about the reported loss. He advised us that Ms. ***** pulled along side of him and was taking pictures of the truck. They did pull over and exchange information, however, Mr. ***** advised that he did not hit Ms. ****** vehicle. We also spoke with Mr. ******* ******* who is a co-worker of Mr. ***** and was driving directly behind Mr. ****** Mr. ****** advised that he did not see any collision occur between the two vehicles.  
  
  After reviewing the information that was available, we concluded that there was no information to support that Mr. ***** was involved in a collision with Ms. ****** If there is any other evidence to show that Mr. ***** collided with Ms. ****** we would request that it please be provided to us and we will revisit reviewing the claim.
  
  If ******** has any further questions, feel free to contact the undersigned.
  
  
  Sincerely,
  
  **** ********
  Claims Supervisor
  Repwest Insurance Company
  *********************
  E-Mail:  ******************************************************************
  P.O. Box 24181
  *****************
  
  

• Initial Complaint

  Date:12/19/2024

  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.

  Clams they don't answer to resolve problem and i keep getting hung up on when I do call

  Business Response

  Date: 12/20/2024

  December 20, 2024

   

   

  Hello Ms. ****** *****, 

  I received notice of your filed BBB Complaint, however, there are no details included in your complaint as to what your grievance is that you are wanting our assistance with. 

  Please note that Repwest Insurance Company handles the claims of damages/loss/collisions for U-Haul, who is a self-insured company. I searched our claim system with your information and I do not see that we have any filed damages/loss/collision claim for you. 

  If your complaint is regarding a NON-claim matter under the category of Customer **********************, such as seeking a transaction refund of some kind, please note that you will need to speak directly with U-Haul so that they can open a customer action file to assist you. I searched the U-Haul rental contract system and I see your information is linked to rental contract # ******** in *************** but that rental was cancelled. Please contact U-Haul Customer ********************** @ ************** ***************).  You also have the option of contacting them via the website links to their Email or Live Chat. 

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

   

  Thank you sincerely, 

  Complaints Liaison
  Repwest Insurance Company

   

• Initial Complaint

  Date:10/09/2024

  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 was scheduling a military move from TX to NC and had a hitch installed on my vehicle a 2017 Chevy Equinox 4D LS in August, at time of installation no one at U-Haul informed me of the towing capacity of my hitch or vehicle. About two months later I had scheduled my trailer a U-Haul 6x12 cargo. When I picked up the trailer none of the employees inspected my vehicle or hitch to ensure it was able to tow the trailer. They only inspected the trailer lights, replacing a license plate light. After arriving to my destination at NC my vehicle started having internal issues with the engine taking it to a mechanic there was $1,105.91 in damages directly due to towing a trailer that was too heavy for my vehicle. After further research into my owner's manual, I found my vehicle can only tow 1,500 pounds, no one at U-Haul at the time of hitch installation or trailer pickup confirmed or asked to verify this information. We then had someone local to the area tow the trailer to our home. We then contacted U-Haul customer service to go through the process of creating an insurance claim, and to have the trailer picked up from my residence. We spoke to customer service and roadside assistance for over two hours where they told us they would dispatch someone to our home to pick up the trailer, but then called back and said we would have to pay over $400 because they said our vehicle was rated at 3,500 pounds of towing capacity, even after I repeatedly told them it was listed as 1,500 pounds in my owner's manual. They essentially told me that they would not pick up this trailer because they did their own research, we then declined the $400 fee for roadside assistance to pick up the trailer, and I was going to attempt to drive the trailer back to the nearest drop off location, even though empty the trailer weighs 1,920 pounds per website. I called the drop-off location, and they were able to come get it from my residence. U-Haul has taken no accountability for the damage to my vehicle.

  Business Response

  Date: 10/15/2024

  October 14, 2024
  
  Better Business Bureau
  Conciliation and Engagement Department
  1010 E. Missouri Avenue
  Phoenix, AZ 85014
  ATTN:  ******** ******
  
  RE:  BBB Complaint #:   ********
  Complainant:            ****** ******
  Repwest Claim #:    *************
  Date of Loss:            October 5, 2024
  Reported Date:         October 8, 2024
  Repwest NAIC #:    *****
  
  
  Dear BBB/Jiovanni ****** & ****** ******:
  
  Repwest Insurance Company handles the claims for U-Haul, a Self-Insured Entity/Company. As such, this letter is in response to the above-captioned matter. We have reviewed the complaint submitted.
  
  Ms. ****** ****** recently reported this claim to Repwest on October 5th, 2024. The claim is regarding her recent hitch installation, subsequent trailer rental, and damages that she advised have incurred to her personal vehicle as a result.
  
  An investigation was promptly initiated regarding this incident. A statement was obtained from Ms. ****** on October 9th.  Ms. ****** provided additional information to the claim adjuster via email on October 10th.
  
  At this time, the adjuster is investigating the reported loss with the relevant U-Haul entities. We will work to complete this investigation in a timely manner and resolve the claim as soon as possible.
  The adjuster will directly provide Ms. ****** with updates on her claim as they become available.
  
  Should Ms. ****** have any further questions on status, she is welcome to contact her adjuster:
  
  ****** *****
  833-228-0632 x543112
  d*****@repwest.com
  
  Ms. ****** is also welcome to contact the undersigned with any further concerns.
  
  Sincerely,
  
  **** ****
  Supervisor Claims
  Repwest Insurance Company
  P.O. Box 24463
  Phoenix, AZ 85074
  (833) 228-0632 x543113
  E-Mail:  ****ua_****@Repwest.com
  

  Customer Answer

  Date: 10/17/2024

  I am seeking answers and reimbursement from U-Haul, I am aware of the claim I made with RepWest, I have no issues with this company. That is only for reimbursement for the damage done to my vehicle due to transporting a U-Haul trailer that was too heavy for my vehicle, and U-Haul has taken no responsibility for the lack of inspections done on both my hitch and the vehicle transporting the trailer and the trailer itself. I am also unsatisfied with the way the U-Haul customer service, roadside assistance, and accident departments handled my situation. As mentioned before, I was on the phone with U-Haul for over 2 hours trying to get the trailer picked up from my residence while my car was being worked on, and I was not comfortable driving a trailer that was too heavy while even empty to the dealer it was supposed to be dropped off at. I was told they would send roadside assistance to my home to pick it up, then would receive a call back about 20 minutes later saying I needed to pay U-Haul about $400 to pick it up because they had done their own "research" and found my car can tow 3,500 pounds after repeatedly telling them my owner's manual says 1,500.I am not seeking any answers from RepWest and do not know why my complaint with the BBB was changed to them. My issue is with U-Haul, I have gotten no answers and would like reimbursement for the price of the trailer and the hitch installment, as with the hitch my vehicle was not inspected nor was I told I needed something added onto my vehicle to ensure it could tow more, and when I picked up my trailer they did not inspect the hitch my vehicle or the trailer itself, they only checked the lights. It seems like U-Haul knows they did something wrong as they keep pushing my issue to other people such as RepWest, however they have not taken any accountability of my issue. If I could get answers from U-Haul that would be wonderful, if not I will consider going through an attorney.

  Business Response

  Date: 10/17/2024

  Dear ****** ******,

  I will do my best to provide clarification for you regarding our initial response and our connection with U-Haul. As a reminder, Repwest Insurance Company handles the claims for U-Haul, who is a SELF-INSURED Entity/Company. Because we are the handler for your claim is why we are the responsible responding party with all complaint matters related to your claim. 

  As stated in our original response, the adjuster is currently investigating the reported loss with the relevant U-Haul entity's upper management. Thank you for your patience. The adjuster is working to complete this investigation in a timely manner for resolution... Meanwhile, I will provide your request to the adjuster for U-Haul management to also consider a full reimbursement of the hitch install in addition to the estimate we received. 

  The adjuster will directly provide you with claim updates as they become available.
  
  Should you have any further questions or concerns, please reach out to your handling claim adjuster. I have provided his information below:
  
  ****** *****
  833-228-0632 *******
  ******************

   

  Sincerely, 

  Complaints Liaison
  Repwest Insurance Company

  Customer Answer

  Date: 10/18/2024

  
  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, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ******
  
   
  

• Initial Complaint

  Date:07/03/2024

  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 rented a utility trailer from U-Haul on Jun 25 for a one-way rental from ********* to Ft. Worth. The trailer vibrated worse and worse as the trip went on. It was shaking my new motorcycle on the trailer and my SUV during the whole trip. U-Haul roadside assistance had me pull over and their dispatched tech said one or both tires are out of balance. The tech didn't have tires to replace the ones on the trailer. U-Haul said there was nothing they could do, and told me to keep driving to ********** and drive slow. Upon returning the trailer after the now very extended trip, U-Haul said to file an insurance claim with Repwest. I filed the claim the same day. After attempted phone calls and email to RepWest, they are not responding. The only damages I am seeking at this point is to pay to get my SUV wheels aligned as my SUV was shaking for the 13. 5 hours I was towing the trailer. I recorded video of the incident while driving, but the file size exceeds what I can upload here. This is Repwest claim # *********-2024. U-Haul contract number ********.

  Business Response

  Date: 07/08/2024

  July 8, 2024

  RE:  BBB Complaint #: 21937721
          Repwest Claim #: 03571951-2024
          Date of Loss:        6/25/2024
          Reported Date:     6/27/2024
  

  Hello ***********************************, 

  Repwest Insurance Company handles the claims for **Haul, a SELF-INSURED Entity Company.

  I received notice of your posted concerns here, and I was able to locate your claim file with the update that you provided, so I am happy to review your claim file for an update. 

  I see a file note as of this morning, Monday, July 8th, the involved **Haul Market Company President ****** *****************, had provided us an update that he assisted you directly regarding this matter. He advised us that he was reimbursing you for the requested vehicle alignment of your personal vehicle and he has submitted a request to provide you a full refund of your Rental. 

  As ***************** handled this matter directly with you, the claim at Repwest is now closed as resolved.  

  Feel free to continue to address any questions or concerns to the **Haul MCP, *****************, that you have been speaking with. Or feel free to reach out to the Repwest assigned adjuster with any further questions; ***********************, ********************************** or *******************************.

   

  Thank you sincerely, 

  Complaints Liaison
  Repwest Insurance Company

   

   

  Customer Answer

  Date: 07/08/2024

  
  Better Business Bureau:
  
  Yes, I had to research and escalate within U-Haul since their insurance company rep. **** refused to respond or address my claim. U-Haul leadership demonstrated integrity and handling the matter directly.
  

  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,
  
  *******************************
  
   

  
  

• Initial Complaint

  Date:04/09/2024

  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.

  Subject: Formal Review of RepWest Insurance Company's Failure to Provide Adjustor Contact for Claim Completion To Whom It May ********* am writing to express my disappointment and frustration with the service provided by RepWest Insurance Company in relation to my recent claim. Despite multiple attempts to have an adjustor contact me to complete the necessary procedures for my claim, I have been met with continuous delays and unresponsiveness from your company.As a valued customer, I expected a timely and efficient handling of my claim process. However, the lack of communication and inability to have an adjustor contact me has caused unnecessary stress and inconvenience. This negligence on the part of RepWest Insurance Company has not only prolonged the resolution of my claim but has also left me feeling neglected and dissatisfied with the level of service provided.I urge RepWest Insurance Company to address this matter promptly and ensure that a competent adjustor contacts me without further delay to finalize my claim. It is imperative that your company upholds its commitment to customer ********************** and delivers on the promises made to clients in need of assistance during challenging times.I trust that RepWest Insurance Company will take the necessary steps to rectify this situation and prevent such occurrences in the future. As a consumer who values professionalism and efficiency, I hope that my feedback will be taken seriously and that appropriate measures will be implemented to improve the customer experience.Sincerely,*****************************

  Business Response

  Date: 04/09/2024

  Hello ********************, 
  
  
  Thank you for taking a moment to speak with me. Per our phone conversation, please see below the weblink to file your U-Haul Truck claim online directly with Repwest so that we can move forward to assign a claim adjuster to assist you. 
  
  
  *********************************************************
  
  
  
  Thank you and have a great day, 
  
  **********************************
  Complaints Liaison
  Repwest Insurance Company

• Initial Complaint

  Date:05/22/2023

  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.

  I had my belongings inside a uhaul storage unit. UHaul had an incident occur that ruined our belongings. Uhaul OWNED that it was THEIR ************ were insured by RepWest. I have consistently reached out to RepWest on multiple occasions. I received one response to my claim, no information regarding it aside from the claim #. I have not been asked to submit documentation in which I have plenty of. I am in awh a company can neglect to respond to claims like this.

  Business Response

  Date: 05/23/2023

  Hello ****************, 

  
  I received notice of your dispute here regarding contact for your claim # ********-2022. Thank you for your patience regarding this multiple unit, multiple customer, water loss. I see in the claim file that you submitted your support documents for damages on April 24, 2023, and as of yesterday, Monday, May 22nd, you have successfully made email contact with your handling claim adjuster, ***********************, who advised that she has received and reviewed the contents sheets for your claims belongings in the loss, and she explained that our policy is based on calculations of Actual-Cash-Value (ACV) cost and not Replacement cost. ACV is calculated by adding the appropriate tax to each item and includes applied depreciation for age, wear/tear. To reiterate what ******************** quoted in the email to you, your ACV of items claimed comes to $6,724.72. Since you had Not elected to purchase the optional Safestor insurance protection for your stored belongings at the time of unit rental, she has submitted the claim to the **Haul upper management for approval. ******************** will follow-up with you again soon with details for proceeding. 
  

  Please continue to work directly with your handling claim adjuster, and she will be able to best assist you. 
  

  Thank you sincerely, 

  Complaints Liaison
  Repwest Insurance Company

• Initial Complaint

  Date:05/08/2023

  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.

  I made a claim of theft on December 3, 2021. After going back and forth with Repwest for months, my claim (02472120-2021) still has not been honored or paid. I've spoken to ************************* and ******************************* MULTIPLE times. I have back and forth emails with both of them, then nothing. I have submitted everything they asked me for, i.e. photos, receipts and police report. It is now May of 2023 and I've heard nothing further from Repwest. I've left MANY messages, with no return call. I've had this policy via U-Haul since 2019. I want my claim resolved. Even after this fiasco, I've still kept my policy active with them. I'd like assistance resolving my claim. It was accepted and all information was submitted to them. There's no reason my claim shouldn't have been paid a year ago. Thank you.

  Business Response

  Date: 05/09/2023

  Hello BBB/********************************* and *********************************,

   

  Please be advised that this morning we also received this complaint in Duplicate via formally regulated entity, ***** Department of Insurance. Accordingly, we will forego providing a Duplicate response here via the non-regulated channel of BBB and we will provide our Response to **************** by the regulated due date via ***** Department of Insurance. 

   

  Thank you, sincerely, 

  Complaints Liaison
  Repwest Insurance Company

• Initial Complaint

  Date:03/15/2023

  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.

  Made a reservation online at uhaul.com on February 26, 2023. Paid $302 for a truck rental from February 28, 2023-March 4, 2023. Took the truck back on March 4, 2023 at 1:34pm with absolutely no damages done to the truck. Have yet to be reimbursed for the milages of $50+, fully refunded the $302 I paid as my husband suffered a heart attack from combative verbally abusive staff and might not make it and have to pay $200 for the ambulance bill. And to have uhaul pay for my husband's medical expenses and also to no longer have uhaul contact us in any way. Whether it be via phone, email, mail and etc. We just want our money we are owed and what we paid for out of our own pockets and for the medical expenses of $5,000 which it will be that much after the insurance pays on that and also if my husband doesn't make it I want U-Haul to pay me for the funeral costs too. No damages shown on the truck both before we got it and before we took it back.

  Business Response

  Date: 03/20/2023

  ***** *** **** ****** ******** ****** ************ * ********** ***** **** **** ******** ****** ******** ** ***** *****  ******** *********                                                      
  
  RE:       BBB Complaint #:        ********
              Complainant:              ***** *** ***** *******
              Repwest Claim #:        *************
              Date of Loss:               ***** ** ****
              Reported Date:           ***** *** ****
              Repwest NAIC #:         *****
  
  Dear BBB/ *** ******** *********, Mr. ***** ******* and Mrs. ***** *******:
  
  Repwest Insurance Company handles claims on behalf of U-Haul, a SELF-INSURED entity Company. As such, this letter is in response to the above captioned matter.  We have received and reviewed your filed concerns correspondence, dated March 16, 2023.
  
  Although we have been working with Mr. and Mrs. Schmidt through a collision claim ** ************** regarding they cited a neighbor in a U-Haul truck hit their personal vehicle; please be advised, that this new claim listed in the BBB complaint of citing Mr. Schmidt suffered a heart attack as result of stressful interactions with U-Haul employee, is the 1st Notice of that separate loss to Repwest.  
  
  Since Repwest received 1st Notice of this loss per the recent BBB complaint, a general liability/bodily injury claim ** ************** was established on March 16, 2023, and we are currently investigating the claim. Accordingly, we will work directly with Mr. and Mrs. ******* regarding this additional claim. The assigned claim adjuster for this additional claim is Jenni Podoll, who can be reached at **************, extension ******* ***************************
  
  If you need any additional information or documentation, please feel free to contact me.
  
  Sincerely,
  ****** *** ***** Claims Supervisor
  ********************** *************** **** ******

  Customer Answer

  Date: 03/20/2023

  Still awaiting a refund, reimbursement and monetary settlement from

  UHaul due to this issue

  Business Response

  Date: 03/20/2023

  As stated, although we have been working with Mr. and Mrs. ******* through a collision claim ** ************** regarding they cited a neighbor in a U-Haul truck hit their personal vehicle; please be advised, that this new claim listed in the BBB complaint of citing Mr. ******* suffered a heart attack as result of stressful interactions with U-Haul employee, is the 1st Notice of that separate loss to Repwest.  
  
  Since Repwest received 1st Notice of this loss per the recent BBB complaint, a general liability/bodily injury claim ** ************** was only recently established on March 16, 2023, and we are currently investigating the claim. Accordingly, we will work directly with Mr. and Mrs. ******* regarding this additional claim. The assigned claim adjuster for this additional claim is ***** ******, who can be reached at *************** extension ******* ****************************

   

  Thank you

  Customer Answer

  Date: 04/04/2023

  still awaiting reimbursement for miles and the neighbor decided to let bygones be bygones and not have us pay a dime for damages and still awaiting a full refund of $302 back from the company along with a settlement of the medical expenses. $200 for the ambulance and also for tests, hospital stay, funeral cost and etc.

• Initial Complaint

  Date:01/24/2023

  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.

  We took our car to a Uhaul in ************ ** to have a hitch installed. Upon picking it up we learned the attendant had broken the bumper. He said to contact Uhaul's insurance, RepWest, which we did. We are now several weeks into the negotiation and the agent is no longer returning our calls/emails. They gave us an amount for which they would pay to repair it, but did not consider other factors in the claim like needing a modest rental car during some of the time (not even all of the time) or the service provider's estimate that we got from our trusted car service provider. RepWest gave us an estimate after the car was dismantled and we would have had to pay to reassemble it and take it somewhere else. They gave us ZERO indication that there would be a discrepancy between our own preferred service provider and their estimate. They have left us short between $400-$500 in our claim. We've been very accommodating to their process - which caused delays and we could easily have added on extra car rental time, our service provider could have charged us storage fees for the car (but they did not because we moved forward with the repair), we could ask for reimbursement of the hitch, but we've been modest and they are now completely ignoring our pleas for reimbursement. We are now accumulating interest on our credit card, we have additional hours and time away from work, the service provider found additional issues with the hitch install, our claim could grow and grow! All we want is resolution to what they should pay to make our car whole again. The last correspondence the agent provided was she would check with her supervisor about those additional reimbursements but it's been two weeks and we've sent multiple messages and calls to her to no avail. We did everything possible to 'mitigate' the exposure on this claim and they are not being responsible in return. We need your help! Please help us!

  Business Response

  Date: 01/24/2023

  Hello Ms. ******* 

   

  I have received notice of your filed concerns here, and typically I am able to quickly find the related claim and then I submit the complaint to the handling claims management and gather a response for the complainant person. However, I searched our claim system for any claim related to you and I cannot find one under your name, nor email, nor phone number. I see in your statement that you mentioned reporting the Hitch loss to Repwest, but perhaps it was Not your or your contact info that filed the claim? Is there a spouse or someone else that your Hitch install and filed Repwest claim are listed under? Please provide that person's name and even better if you can please provide the exact Repwest Claim #, then I can look-up your claim file and gather a response from claims management for you to your concerns. 

   

  Please write back as soon as possible so that I can assist you. 

   

  Sincerely, 

  Complaints Liaison
  Repwest Insurance Company
  [email protected]

  Customer Answer

  Date: 01/24/2023

  I appreciate the outreach from RepWest about this situation.  My name is Melanie Ricci, not Riccio.  The claim is under my spouse's name, ******* *****, and our claim number is 02901993-2022.  I look forward to hearing more in the coming days.

  Business Response

  Date: 01/31/2023

  Dear BBB**** ******* ******** **** ******* ***** *** *** ******* ******
  
  Repwest Insurance Company handles the claims for U-Haul, a SELF-INSURED entity Company.
  As such, this letter is in response to the above captioned matter.
  
  The loss was reported to Repwest by U-Haul customer/claimant, ******* ****** on December 2, 2022, advising a December 6, 2022 regarding the rear bumper of personal vehicle being damaged during a hitch installation* *** ***** submitted photos and an estimate on December 21, 2022; this estimate was audited by Repwest’s internal Direct Repair Program (DRP) team, who provided our internal estimate.
  
  After our investigation had concluded with U-Haul, the handling adjuster advised the *** ***** that we would be issuing payment based on our provided estimate which has the supplement process noted, and advised that the rental was done on a “reimbursement status” pending receipt of the invoice. Payment was issued to *** ***** once he confirmed their mailing address.
  
  *** ***** has since submitted a receipt for their rental reimbursement along with a repair invoice from her auto repair shop. Payment has been issued based on the rental invoice; however, as the auto repair shop has not followed the standard supplement process and has not contacted the appraiser as listed on the internal DRP estimate, no additional payment has been issued for the supplemental costs.
  
  We advise *** ***** to please provide your auto repair shop our DRP estimate with supplement instructions (see attached), and have them contact the Appraiser listed on page 3 of the estimate to begin the standard supplement process. 
  
  
  Sincerely,
  ***** ********
  Manager Claims
  Repwest Insurance Company
  **** *** ***** ******** ** ***** ***** ******** ******* *******  **************************
  

  Customer Answer

  Date: 02/14/2023

  I am following up here as I had submitted information previously but have never heard back.  I am trying again.  The claim is under Mike / ******* ***** **** ******* our claim number is Claim *************

• Initial Complaint

  Date:12/20/2022

  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 11/21/22 I rented a trailer from uhaul in Defiance Ohio and purchased their insurance through their insurance company. They took a picture of the hookup and said I was good to go. I turned on my right turn signal traveling through Battle Creek MI and my car quit. I had to idle my car 3.2 miles restarting it over and over again. After speaking to the Nissan dealership service manager they lead me to the problem and I found it to be bare wires in on the cord that was on the uhaul trailer. Not long enough to touch the ground or anywhere else to rub on anything during travel. Upon arrival at the uhaul dealership I took my phone out and selected record put it in my jacket pocket as to record my interaction with uhaul. When I got there the manager Zac Jones came out and pulled up the rental upon looking at the picture he could clearly see the bare wires in the photo that the uhaul in defiance Ohio took before leaving on my trip. The. Proceeded to say and I quote “ looking at the picture they should have never sent this out like this.” So I file a claim with rep west. Drag me along and never answer my calls or emails hardly. Tell me in the very beginning to rent a car and get my car fixed and then keep dragging me along then I have to call everyday to have them finally tell me that there not going to pay because they found that nobody at uhaul was at fault for anything. They have very deceptive business practices that I believe need to be investigated. You get charged for there insurance and pay for it and they don’t pay the claim after there representation tells you right to your face that they shouldn’t have sent that trailer out like that. It’s all a scam. Now I have 1300$ in rental car gone and 12,000.00$ damage done to my vehicle that they have offered to pay none of not one penny. They wanted me to take it to arbitration, but I never signed the agreement at the store in Defiance agreeing to arbitration. Now they want me to spend more money on lawyers.