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Business Profile

Insurance Companies

Repwest Insurance Company

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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Repwest Insurance Company has 7 locations, listed below.

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    Customer Complaints Summary

    • 345 total complaints in the last 3 years.
    • 108 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/28/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 August 6, 2022, we filed a claim for damages as a result of the UHaul truck we rented being damaged prior to us receiving it. As a result, and heavy rains, we suffered approximately $7000 worth of damage to our belongings. The claim was filed appropriately and in a timely manner, however, the response has not been timely nor accurate. After taking over one month to process the claim, when it was originally stated to us that it would be processed within the week paycheck was finally mailed out to the wrong address. We were told by the *** a new one would be initiated immediately and sent overnight. The claim rep said he had to get it approved by accounting first, effectively reversing this stance. The check was supposed to be cut yesterday which means it would be in our mail today, and it is not as I receive notifications from the post office of the mail that we are expecting. this particular claim representative has not been effective in responding to emails resulting in my having to get the *** involved. As of this morning, I have not received confirmation that the check has been mailed. We are 7 weeks out from the original date, and had to replace $7000 worth of furniture out of pocket in order to live in our home as we had to replaced couches and all mattresses and bed frames at minimum in order to function.

      Business Response

      Date: 09/28/2022

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

       

      Per our email communications the other day, the original check that was mailed to the wrong address was successfully stopped and the request for the new check was processed. As of yesterday 9/27/22, I see that the check completed processing in the accounting system and it was issued via FEXEX. An Email of these details with a copy of the new check was sent earlier this morning 9/28/22 by your handling claim adjuster *******************; please look for that Email. Please continue to work directly with your handling claim adjuster to ensure the ***** successfully arrives to you. 

       

      Thank you sincerely, 

       

      **********************************
      Complaints Liaison
      Repwest Insurance Company

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

      Customer Answer

      Date: 09/28/2022


      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:07/16/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 unable to rent a truck from UHaul because they said there is some kind of alert under my name. I called the provided number and was transferred around to Repwest and was transferred and hung up on. Terrible service and unable to even find out what it was about. Some special investigation. Ive never had an issue before.

      Business Response

      Date: 07/18/2022

      Hello ***,

       

      I have received the notice of your concerns here that you are trying to rent with U-Haul but were told you were not able to rent per being on **Alert for a past claim incident with Repwest. Please be advised that I checked our Repwest claim system and I do not see that we have ever had any of your contact information associated to a claim file with us, and I cross-referenced that with your former U-Haul rentals that you have had, and we checked on your listed spouse name also of *************************. I have checked with the claims management and special investigations management, but they do not see your address or phone number or email address listed on the **Alert system, nor do they see your wife's contact information in the **Alert system. There are many "*** Clarks" and "******* Clarks" on the **Alert system as those are common names, but none of them are in **** nor with either of your contact info. 

      I recommend try again to rent providing to U-Haul your current contact information versus just going by your common name. As a courtesy, I will also provide this feedback to my U-Haul Customer ********************** contacts so that they can see if they can assist you also. 

      Thank you for reaching out, and we hope this clears up the matter so that you can move forward to rent. 

       

      Sincerely, 

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

      Complaints Liaison

      Repwest Insurance Company

    • Initial Complaint

      Date:06/07/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Ive been trying to get ahold of this insurance company and yet to have a call back. This insurance flagged my uhaul account for whatever reason, I called and got hinged up on twice. Theres an outstanding claim under my name and no one has tried to help me. Very unprofessional.

      Business Response

      Date: 06/07/2022

      Hello *********,


      Please be advised that Repwest Insurance Company administers all claims for U-Haul, as U-Haul is a Self-Insured company.


      I checked the Repwest claims system under your name, *******************************, and I don't see any claim in our system under your name. I also searched our claim system by your phone number and email address just incase there was typo spelling of your name, but again, there are No claims filed in our Repwest claim system for you.

      You mentioned thinking you had a prior old claim, so was maybe your contact information different and a different last name at that time? Or was the claim filed instead by a spouse for family member name as they would've had different contact info for it to be listed under?

      Please know that filing a dispute with U-Haul is different than filing a damages or accident claim with Repwest Insurance Company, so that maybe is why you are not in our claim system, if we never handled a damages or accident claim with you previously. 

      Also, we cannot answer to any U-Haul business decision of whom they select to Not rent to, as that is up to them based on a variety of risk factors that they consider, so I would not have any information for you in that regard.  

      If you locate your old claim # or have information to provide with regards to who it was actually filed under so that I can look it up for you, I'd be happy to try to assist further if I can.



      Thank you,


      **********************************
      Complaints Liaison
      Repwest Insurance Company

    Repwest Insurance Company is NOT a BBB Accredited Business.

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