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:10/31/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Confirm insurance is continually rejecting my insurance policy that is valid and fulfills the requirements listed by my apartment property company. Because confirm insurance is rejecting my policy without a valid reason, they are enrolling me and charging me for a confirm insurance policy

• Initial Complaint

  Date:10/25/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 charged two months worth of non-compliance fees for apparently not having renter's insurance. I however, did have a valid and approved renter's insurance policy at the time I was charged the fee's. My policy had auto-renewed on August 1st, 2024, and it had automatically sent renewal notices to all interested parties. My property management seemingly switched renter's insurance providers around this time, and I was incorrectly charged two months worth of non-compliance fee's (August 2nd, and September 1st), as they didn't have my updated renter's insurance on file. I sent documents to both the property manager and insurance company which had charged me the documentation showing clear as day the effective policy date, which was before the charges started, as well as the two months of $50 non-compliance fee's, in an attempt to get them reversed. I did not authorize these fees, and they were automatically taken from my checking account. I am requesting a refund for these two $50 non-compliance fees, as they are invalid as I have provided proof showing that I did in fact have an approved renter's insurance policy at the time the fee's were charged.I have attempted to reach out to the business as well as my properties management numerous times, but all attempts to contact them have been met in silence.

• Initial Complaint

  Date:10/09/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Case # ******** We continue to comply and enter our renters insurance proof correctly. This confirm insurance place keeps saying that it's denied because how additional interest is listed. We listed exactly as asked by them. Please help

• Initial Complaint

  Date:10/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Provided dec page with additional interest and address listed correctly. Required liability coverage was $100k. Chose to adopt a $300k limit and they are not accepting it because it is more than what is required. They have no right to tell me that I cannot carry higher liability limits than what is required. I have submitted the proof over and over again and it's that same problem. I will not let this company put me in a position where I might be liable for something because they will not let me carry higher liability limits than what is required.

• Initial Complaint

  Date:09/24/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 been fraudulently charged by Confirm Insurance $50 for the past 4+ months. I did not authorize Confirm Insurance to enroll me in their program. In fact, I opted out of this program 8/23/23 and have met (and continue to meet) all requirements of the opt out. No notification (written or electronic) was provided concerning my unauthorized enrollment in June. Confirm Insurance was contacted 9/16/24 by the property manager to rectify the problem, and Confirm Insurance has declined to remedy the situation, despite proving to them that I have met (and continue to meet) all of their requirements.I asked to be escalated to a supervisor at Confirm Insurance, and nobody from the company has reached out to me. There is no serious escalation path.I am seeking the BBB's help in remediating this issue by facilitating the following:1) Immediate opt out of this program 2) Complete refund of charges listed below Charges:$8 - 6/23/24 $14 - 7/1/24 $14 - 8/1/24 $14 - 9/1/24 $14 - 10/1/24 (Charge pending)

• Initial Complaint

  Date:09/04/2024

  Type:Product 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.

  *** lived at the ***** on Northgate for 3 years and have maintained renters during that entire duration with no lapse in coverage. I submitted my policy last year to consumer insurance, third party vendor, for my policy that ran beyond the end of my last lease and well as the new renters and they refuse to credit me charges for their renters insurance despite providing proof well in advance, Id like my money back in full as well as to not leave a voicemail to ask questions just to get an email response with no ability to reply which forces me to leave another voicemail. This is tedious work to resolve a simple issue.

  Business Response

  Date: 09/12/2024

  Without addressing all of the particulars in the complaint, a credit for the remaining $4.19 has been issued.  We are sorry for the inconvenience.  

• Initial Complaint

  Date:08/30/2024

  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.

  POPIC refuses to credit my account for an invalid charge. Per my leasing agreement, my insurance policy met (exceeded) requirements, and was active over the time in question. I've emailed multiple times, called and left a voicemail to the main number. The account manager refuses to adjust the fee. This is a direct violation of the lease agreement I signed in June 2023. I did not receive updated paperwork changing requirements and notified the office my insurance policy auto-renews in July and offered a copy (no response then either). I've had a proper insurance policy for this rental property from 7/21/23 (move in) through 7/21/25 without lapse in coverage. This company states that because they did not receive the documents they are charging for 7/22-8/2. I want that time credited back in the amount of $3.55.

  Business Response

  Date: 09/03/2024

  Without responding to the entire narrative, we regret the inconvenience and have arranged for the account to be credited in the amount requested.  The credit should appear on the ledger shortly (if it hasn't already).

  Customer Answer

  Date: 09/03/2024

  
  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. The business performed the requested action and, I consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:07/31/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 received notification that liability insurance with a specific company would be required beginning in July 2024.I already have renters insurance which was required at the complex several years ago.It includes liability also in the amount required by this company. The manager of my complex spoke to her Regional Manager who has said I still have to pay a monthly fee for this additional policy .I believe this unfair and is a way to increase revenue for the complex and the management.

• Initial Complaint

  Date:06/07/2024

  Type:Billing 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.

  My son moved into West 22 apartments in August, 2023. I was told that I could either buy renters insurance from POPIC LLC or provide my own. I told them that I would provide my own State Farm policy which is valid from Aug 11, 2023 to Aug 11, 2024 and I paid that in full upfront. I uploaded the policy and it was accepted and I received a credit back from the $12.99 that was initially charged. I was not charged for insurance but started getting charged in December. I reached out to the apartment complex and they said not to worry, that they would credit me back the amount. They also sent an email out Dec 1st saying that all residents were charged even if they opted out of POPIC, LLC insurance and this was due to system migration/ownership change. I continued to get charged the $12.99 a month and sent repeated emails and made multiple calls. I sent my policy to the manager at West 22 on 3/5 when he asked me to send it. I was still getting charged so I reached out to a new manager (the old one left) and she told me to disregard the charges and the small balance reminders that I was getting. At this point, it accumulated to $51.96 or 4 months of insurance. I called West 22 again and was put in contact with POPIC, LLC at which point I was told they had no record of my policy. I was told to send it to them and they would upload it. I asked for them to remove the $51.96 and they refused saying that they will not charge me for future payments. I provided a timeline of all the correspondence to them and how I wasn't charged until they migrated systems and lost my policy. I have provided proof that my policy is valid and they still won't remove the false charges. I was told that if I couldn't provide an email saying that they accepted my policy then I would have to pay the charges.

  Business Response

  Date: 06/14/2024

  The charges have been credited.

  Customer Answer

  Date: 06/14/2024

  
  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:05/30/2024

  Type:Billing 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.

  Would anyone be interested in filing a class action lawsuit against this company? I see we have enough complaints and can most certainly get more. Im scheduling a meeting with my attorney next week to get the ball rolling unless this company can actually address my issue. Thrive Communities hired this third party. MID lease they decided to start racking up bogus renters insurance monthly charges. Even though we had had a valid and acceptable insurance policy for 3 years. We moved out in March and Im being blasted with emails from them over a fraudulent balance. Ive called, Ive emailed, etc plenty. But they keep insisting I owe this bogus $56 charge racked up over the course of a few months. My balance is currently 157 (I owe 101 in cleaning fees which will happily be paid once the fraudulent 56 is gone).It sounds like this is how they run their business, they just try to run renters into the ground on false charges until they pay. Well, not today. I see grounds for a class action law suit.

  Business Response

  Date: 06/05/2024

  We are sorry for any inconvenience.  Please note that the charges in question are set by and paid to the landlord.  We have communicated with the landlord regarding the complaint and been advised that the $56 will be removed from the outstanding amount, which we understand is the desired settlement in this matter. 

  Customer Answer

  Date: 06/06/2024

  
  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. My bill has been fixed, and I have paid to zero out the balance. If this is public record I do want to go on record stating that ******** CROSSING (THRIVE) was adamant this billing problem was not theirs, that they could not fix it, and the issue was with the third party (Confirm Insurance). Confirm Insurance / POPIC has just stated that this billing issue is an issue with property management / leasing office. So the question remains unanswered on who is telling the truth. However, my bill has been fixed and this complaint can now be closed. 
  
  Regards,
  
  ***************************