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Business Profile

Insurance Companies

Pronto Insurance

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint 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:04/04/2024

    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.
    A woman insured by Pronto Insurance in ********** was found at fault by ********** ************ for causing an accident on I-40 Eastbound west of ******** that left my vehicle undriveable. It had to be towed, then re-towed to ****************, a repair shop in ***********. A female appraiser from VistaClaim was assigned, then pulled from the claim. A male appraiser from VistaClaim was subsequently assigned and sent an estimate for repair. A supplemental was then issued because the original estimate was insufficient to repair the vehicle. To date, the vehicle has been with Bodyworks for a week. The company has repeatedly called ******** at ************** at Pronto Insurance and left multiple voicemails. I left one voicemail for him on Apr 3. ******** has not responded to any of our voicemail messages. No money has been sent from Pronto Insurance to Bodyworks to buy parts or begin repairs, and Bodyworks insists that they will not buy parts or begin any repair work without prior payment. Meanwhile, as a victim, I'm without a car. I've had a rental car for a week but ******** hasn't responded to my voicemail message so that I can get reimbursed --- and I feel stuck. The rental car company wants the car returned tomorrow with payment in full. I want ******** or someone at Pronto Insurance to send Bodyworks payment for parts and repairs, and I want *** B or someone at Pronto Insurance to call me and pay for my rental car. I have to drive to work and I cannot work without a car. Being ignored by Pronto Insurance has put a great deal of stress on me and my family.

    Business Response

    Date: 04/08/2024

    Please accept this communication as our formal response to the complaint submitted by you on April 5, 2024.
    Following our conversation with ************************* on April 4, 2024, we have confirmed that his concerns primarily pertain to his insurer, USAA. **************** has indicated his intention to pursue repairs through USAA, and we are currently awaiting their subrogation demand for further review. It is worth noting that **************** expressed surprise upon our initial contact, as it marked the first interaction between himself and the Pronto claims department. During our discussion, we presented **************** with various options, and he elected to proceed with his pursuit of repairs through his insurer.
    We appreciate your patience and understanding in this matter. Should you require any further assistance or clarification, please do not hesitate to contact us.

    Customer Answer

    Date: 04/09/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

  • Initial Complaint

    Date:12/04/2023

    Type:Service or Repair 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 have been insured with pronto for about 2 years. I have always made my monthly payment on time. On July 22,2023 I reported my car stolen. I have full coverage insurance with a 1000$ deductible.******* police recovered the ******************************** declared it a total loss. Here we are in December and I have still not been compensated for my loss. They say they are waiting for a call log from ************to pay my claim yet they continue to electronically withdraw my monthly payment for a vehicle that has been declared a total loss. They have a time limit to accept or deny a claim unless further investigation is needed. This time limit may be extended under these circumstances but they must give you a written statement about it's progress every 30 days. They have failed to do this. Thank you for your time

    Business Response

    Date: 12/12/2023

    As you are aware, your file is with our Special Investigation Unit. We have requested the police report and are yet to receive it from the **********. 

    You as a party to the loss are able to obtain this 10 days after the loss, in order to expedite your loss, please secure a copy of the police report and send to my attention. 

     

    Thank you 

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