Complaints

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

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  Veronica's Insurance Services

  290 W Orange Show Rd STE 101 San Bernardino, CA 92408-3345

• 

  Veronica's Insurance Services

  16980 Foothill Blvd STE F Fontana, CA 92335-3569

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:11/11/2024

  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 called Veronica's insurance on 11-06-2024 to cancel my policy because I changed my insurance to geico I was supposed to get refunded the difference out of the remaining $339.00 from Veronica's insurance but the insurance consultant that I spoke to refused to refund me the difference from the remaining balance of $339.00

• Initial Complaint

  Date:10/29/2024

  Type:Customer Service 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 paid $600 dollars for a full coverage insurance, now they are telling me that there something wrong with the documents I submitted and now they want me to write them a letter stating to cancel my policy and they will give me a partial payment instead of my $600 I paid Im not doing that if there was a problem with the document I submitted they should have never took my money and made me sign all those papers. I did not get my money back they even billed me stating my insurance payment is late . When I called Veronicas insurance they said my status of my insurance is in active .

• Initial Complaint

  Date:11/15/2023

  Type:Customer Service 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 honestly feel this business has become successful because they take advantage of the **************** who are not educated and charge them extras for no reasons. I have talked to 3 professional managers, who have poor follow up and lied. I have been transferred to so many different people because they are too lazy to take care of their customers. I was sent the wrong confidential information from another customer. I been contacting this business for almost 2 months and they havent been able to resolve my problem. They just transfer you over and over and you have to tell your issue to useless managers.

• Initial Complaint

  Date:11/07/2023

  Type:Customer Service 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.

  On Saturday November 4th, 2023 we purchased a brand new **** ****** Corolla from ********** Cabe Dealership. We called Veronica's insurance to add the brand new car to existing policy with Bluefire Insurance. At first they said it couldn't be done and then they put me on a long hold and said that they could and it would cost me $1,943.00 for 6 months of Full coverage insurance. I said that was too much and to give a quote on a different policy and they gave me a ridiculous price so I just decided to stay with my old policy and pay that amount. I was on hold for another 30 minutes after *** took my card information. She got back on the line and sent over documents to sign. The documents said no pricing or anything or breakdown. Finally we were all done after 2 hrs being on the phone with her and she emailed my husband the proof of insurance. We were so excited about the new car but we didn't want to leave the lot without filull coverage insurance. We didn't think anything of it until the next day. We went to Allstate on Monday night to get a quote on both of out cars because we thought we paid to much. The nice lady at Allstate looked over our paperwork and noticed the errors and the costs didn't match. They had put it was a 2023 ****** Corolla that we drove ******* miles each car and they added the other car on top of that and already paid in full for the year. I attached the document bluefire insurance gave us, both ID cards given to us (one from ********** and the other from bluefire insurance), and first page of the contract from the dealer. This is to compare all the information from the correct information to the wrong information. We are very distraught with all that is happening. We have a fraud claim with our bank Navy ********************* If you need futher documents please reach out to me by email or phone at ************ or ********************* Thank you.

• Initial Complaint

  Date:07/13/2023

  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.

  On June 12, I purchased liability insurance from the company. They requested that I pay $524.92 before signing any paper work, which I did. It was my understanding that this money would be going towards my insurance premium. Once my payment went through, the insurance agent had me fill out some paper work which I did. On June 13 in the morning, the insurance agent contacted me stating that the paperwork was not fully signed and therefore void so I had to re-sign the paper work. I informed the insurance agent that I had decided not to move forward with the insurance. The insurance agent responded by stating that I had to sign the paper work in order to get a refund. This made me feel like he was trying to coerce me to sign the paper work. This didn’t feel right to me so I told him that I wouldn’t sign the paper work because I did not want the insurance. The insurance agent then told me to write a cancellation letter, which I did. For the course of 4 days, I wrote two cancellation letters and talked to different agents because the insurance agent did not want to accept the first one and they were making it extremely difficult to cancel the insurance. 28 days after they finally cancelled the insurance, I received a check for only 50 dollars. I never used the insurance, requested cancellation less than a day after. I would like my full refund of my money which is $524.92

• Initial Complaint

  Date:12/05/2022

  Type:Sales and Advertising 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.

  Agent over the phone initially said that the $200 down payment was going towards my premium. Then the agent said that this was for making changes to my policy. Agent never said this was the broker fee or endorsements or anything of that sort. I then learned that, they didn't change the address initially or completed the "Loss Payee" portion on the declarations page. Agent also told me that all signatures required on documents were completed, yet I'm still getting them online. I follow up with the agent who cannot explain the automatic pay schedule and that I must contact the direct insurer, Infinity. I resolved the breakdown of fees from them versus the agent from Veronica's Insurance and learned the the $200 was their broker fee, when the understanding initially was that it was going towards my premium. Because Veronica's Insurance did not commit to the customer service of changing my home address, then not providing me initially with the Declarations Page, then giving me the wrong Declarations Page and it wasn't until I asked to speak to a supervisor was it when the same agent sent me via email the correct one. In addition, the bank called me to inform me that they didn't complete the Loss Payee section under Declarations Page; because of this I request a refund of $200. I in the end, had to call back to all parties to get this resolved when it was Veronica's Insurance agent to get this done properly the first time.

  Business Response

  Date: 12/09/2022

  Veronica's Insurance Services

    **** ****** Empire Blvd # ***

    *******, CA ****

   ###-###-####

  12/06/2022

   

  ID: 185***38

   

  Policy: *********842001

   

  ******* ****** 

  **** **** Ave Unit ***

  Bell ******* CA, *****

   

   

  We appreciate the opportunity you are presenting us to respond to our customer ******* ******. On 11/19/2022 he contacted our agency requesting a quote removing the the 2011 Nissan Altima 1N4**********8151 and adding the 2016 Toyota Prius JTDK********28807 with coverage 15/30/5 1,000 comprehensive and 1,000 collision and an address change was processed as well. The endorsement fee charged was $200.00 no premium was submitted to the company. 

   

  The new monthly installments starting 12/30/2022 would change from $74.83 to $186.03. All paperwork was provided to the insured to be reviewed and signed electronically. Insured agreed to pay and accepted all terms and conditions given. 

   

  We do not consider this complaint to be justified since everything was explained to Mr ****** thoroughly. There was no hidden fees he willingly agreed to pay and proceed with transaction. All the changes were processed as he requested. The reason that the loss payee was not added from the beginning is because the insured stated he did not have that information and stated to us he would call back. Therefore, the finance company was not added and left as pending. 

   

  If there are any further questions regarding this matter feel free to contact us. 

   

   

  Sincerely,

   

   

   

   

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

  Tel: ###-###-####

• Initial Complaint

  Date:06/27/2022

  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 June 24, 2022 I contacted Veronica's Insurance(************) to renew my auto insurance $269.88; however, I was charged $473.00. I questioned the difference($203.12) and was told by agent, "it's because you're paying in full, not monthly installments." immediately afterwards, I called MAPFRE Insurance(###-###-####) to confirm. I was informed by MAPFRE agent that my total balance was indeed $269.88 not $473.00. That I was misled and I should have been told that the additional money was for processing the renewal. I called Veronica's Insurance again and requested to cancel that transaction, but I was told that it could not be canceled. I called my credit card company to ask if the payment could be stopped and was told that it could not due to it not being posted yet. I was advised to contact Veronica's Insurance again, so I did twice, but to no avail because agent refused my request. Had I'd been told that it was a processing fee I would've agreed, but I was lied to by a deceitful business practice. I don't know if this is Veronica's Insurance business practice, but I'm convinced that it probably happens regularly. Fortunately, I have a renewal notice from MAPFRE Insurance and was able to confirm that I was being deceived by Veronica's Insurance agent. Thank you for time and consideration to this matter. ******* ******* ###-###-####; ********************

  Business Response

  Date: 07/06/2022

  Veronica's Insurance Services *** * ****** **** ** **** *** *** ********** ** ***** ***** ******** 
  Policy #: ************* 
  ******* ******* *** * ***** *** ********** ** ***** 
  06/29/2022 
  We appreciate the opportunity you are presenting us to respond to our customer ******* *******. On 06/24/2022 the policyholder contacted our agency to process policy renewal. Insured paid a total amount of $473.00 which included the company premium amount of $270.88,credit card processing fee of $2.00, and agency renewal fee of $200.12. The policy term was for another 6 months with expiration date of 12/27/2022. 
  When we open a new policy our insured is provided with all our paperwork so they may review all our terms and conditions with breakdowns of all our fees. Customer accepted and signed the broker fee agreement which indicates that our agency Veronica's Insurance can charge up to $500 in renewal fee. 
  The agent did try her best to explain the amount being charged. We do however always try to explain to our clients the reason for the fees and many times even include a re-quoting of their policy with several companies. Unfortunately upper management was never informed about Mr ******* dissatisfaction, otherwise some type of action would have been taken to come into an agreement and avoid having a discontent customer. Management was unaware of situation until BBB was received. We have tried to reach him multiple times via phone and email to come into an agreement. Nevertheless, we have not heard back from our insured. Our corporate office can not issue any type of refund since insured did mention on the BBB complaint that a charge back was going to get processed. We ask the insured to please contact our agency to further assist with this urgent matter. 
  If there are any further questions regarding this matter feel free to contact us. 
  Sincerely,