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:08/29/2023

  Type:Billing 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 started my auto insurance policy with Allstate on July 13, 2023. It was all set up online and by telephone. I provided my bank account information and my first premium was deducted. I set up the monthly payments to be withdrawn automatically from that same account. On August 11, 2023 a payment posted along with an installment fee of $1.50 (the installment fee has now increased to $4). On August 18, 2023 that payment was returned due to invalid account number. Keep in mind, a payment was withdrawn from my account in July so they had the correct information. After receiving a notice via email about the issue I called and made a payment by phone and again provided my bank account information and believed all was settled. Well, it is not. I received an email August 28, 2023 that a payment had been returned. There is no reason for a returned payment if the information is entered correctly by Allstate. Now they are requiring me to make two payments before September 11, 2023 to avoid cancellation. I am 61 years old and have myriad health issues. I have spent at least 2 hours of my life trying to resolve this. They also tell me that my premiums cannot be on automatic withdrawal (ezy pay) until I make the payment equal to 2 months' premium. This is wrong and it has created much unnecessary anxiety and stress. I want it corrected and set up the way I set it up in the beginning. I have manually made a payment for August and do not intend to make another one that way. someone needs to contact me and assure me that they have the correct information. It is apparent they do not.

  Business Response

  Date: 09/08/2023

  Hello,  
  
  Thank you for bringing this matter to our attention. We are very sorry for the inconvenience this is causing you. We have contacted Allstate to investigate why the electronic funds transfer payments were not being honored. According to Allstate, your bank may have specific guidelines that require a different information for automatic draft payments. Since the initial down payment was honored, they stated your account information was input correctly the first time. They suggested the best route would be to contact your bank to see if they are able to provide you with more information in order to get that sorted out. As far as the payment schedule, as an agency we do not have the ability to update your payment schedule and this would have to be done through Allstate directly. Allstate has advised that the current billing is correct and since the prior payment was not honored, they would need to collect a replacement payment in order to update the billing schedule. To reach their billing department, please call ***********. Again, we are very sorry for any inconvenience and stress this has caused. If you would like further assistance or have any questions, please do not hesistate to reach out to us at **************.  
  
  Thank you! 

• Initial Complaint

  Date:08/18/2023

  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 was quoted and purchased an insurance policy with Safeco through experian.com tools. When I quoted the policy, it had $500 deductibles for each of my vehicles and rental coverage. I go to file a claim and found out that they changed my coverage on the quote to $1000 deductible and no rental coverage for one of my cars.

  Business Response

  Date: 08/28/2023

  Hello,  
  
  Thank you for bringing this matter to our attention. We are very sorry for the confusion and inconvenience this has caused you! We have reviewed your account, and we did find that there was in fact an agent error when issuing this policy. The original quote that was provided to you reflected $500 for both vehicles. We are still investigating what went wrong, but the policy was issued with $500 deductibles for one vehicle and $1000 for the other. Since you currently have an open claim on the vehicle with a $1,000 deductible, we have contacted your assigned claims adjuster and have advised him of this error. He has passed on a request to a Safeco Claims Resolutions Specialist who is taking the necessary steps to reform the policy to reflect $500 for both vehicles. The request has not yet been fulfilled but it is currently being processed and you will be notified as soon as this issue has been resolved. Again, we are very sorry for the inconvenience this may be causing you. We are taking active steps to coach our sales agents and ensure issues such as these can be avoided moving forward. If you have any further questions or concerns, please do not hesitate to contact us at ************** or email *****************. 

  Thank you!

  **************** 

  Customer Escalation Advisor

• Initial Complaint

  Date:07/12/2023

  Type:Order 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 used Experian.com to compare auto and home insurance quotes. I selected a home policy with Grange Insurance. My assumption is that Gabi.com is the intermediary company that handled my policy because that is the company contact information on all of my insurance documentation. I was quoted a price and I set up the policy at that price point. I later received a bill for $148.00 from Grange Insurance, with no explanation, and in the letter was advised to contact Gabi.Com with questions. **** informed me that I was erroneously quoted a price that would have been for a multi-policy discount. Once that discount was removed, I became liable for the additional cost. I asked ****** and **** to waive that fee due to the mistake not being my own but their communication error and subsequent mis-selling of the policy. Both companies are refusing to waive the fee.

  Business Response

  Date: 07/20/2023

  Hello,

  
  Thank you for bringing this matter to our attention. Were very sorry for the poor experience that youve had thus far! After reviewing your account, we did verify that this was indeed an agency error and the multi-policy discount should not have been applied at the time of sale. We contacted ****** in an attempt to resolve this issue. Unfortunately, they denied our request to honor the discount for the remainder of the policy term as a multi-policy discount is only applicable when two policies are purchased through the same carrier. As another course of action, we had an account manager shop around with other carriers for you to possibly find a competitive rate but after review, you are currently receiving the best deal we are able to offer even with the unexpected increase. This policy is also still over $200 less than your prior policy before switching.
  
  Were very sorry for the inconvenience this has caused you and are currently taking active steps to coach our agents and ensure this does not happen again. If you have questions or other concerns you would like to speak with us about, please do not hesitate to reach out. 

  Customer Answer

  Date: 07/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/27/2023

  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.

  On May 1, 2023, I obtain an auto insurance thru experian.com with Progressive. I paid $517 with my Apple credit card. I cancelled the Policy immediately and I received a cancelation notice but effective June 4, 2023. I have auto insurance with GEICO.As of today, 6/27/2023, I have not received a refund of the amount paid.

  Business Response

  Date: 07/06/2023

  Hello,

  
  Thank you for bringing this matter to our attention! Upon reviewing your account, we found the initial down payment for the automobile policy through Progressive was made with a credit card on *** 1, 2023. However,Progressives billing system shows the charge was returned by the bank on *** 10,2023. Progressive accounting has confirmed that the payment was charged back which means the down payment was not fulfilled. Since the down payment was not accepted, Progressive is unable to issue a refund. If the charge has not been removed from your account, we suggest following up with your bank to get this resolved as Progressive has confirmed that no payment was received on their end.

  
  If you have further questions or concerns, do not hesitate to reach out to us at ************** or email us at *************************. 

  Customer Answer

  Date: 07/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/29/2022

  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.

  This is in regards to policy number *********. I booked my auto and homeowners policy through Gabi.com. For the first 6 months of the policy I was on auto pay. My auto policy renewed on 9/1/2022. I received a cancellation notice from Farmers Insurance Company. I contacted **** about the notice and at first they said I was in good standing with my insurance policy. I later got an email on October 27, 2022 at 4:57 pm that I needed to make a payment of $444.55 by 10/28/2022 or my policy would be cancelled. Not a lot of notice to have a payment of that amount to be made. I went through Gabi.com for my insurance and they acted as an agent for Farmers Insurance. I was never contacted by Gabi.com that the premiums were not paid. I emailed that a payment declined on 9/5/22 but my checking account did have the funds to cover. Then I was emailed from customer service that the reason for non payment was I did not have automatic payments, which I had been since I got my insurance through Gabi.com. ************** sent me a letter that I owe the ********** of ***** Vehicles $510 for lapse of insurance. I agreed to insure through Gabi.com and they never communicated any issues with my auto policy until I contacted them.

  Business Response

  Date: 12/09/2022

  Hello,

  
  Thank you for bringing this matter to our attention. We apologize for the poor experience! Please see our findings below regarding the complaint made by ******************************

  
  ******************** has been a customer with **********************, *** since September 1, 2021, when he purchased a homeowners and automobile policy through Farmers Insurance. ******************** was initially enrolled in automatic payments for both policies until Farmers removed auto-pay on September 7, 2022, because the payment from the bank account on file was returned for non-sufficient funds. Gabi as an insurance agency, does not have any control over billing procedures that Farmers currently has in place that would have caused them to remove autopay from the policy. A cancellation notice was then mailed to the Insureds address on file from Farmers on October 7, 2022,advising the policies would be cancelled if a replacement payment was not made by October 28, 2022.  

  
  ******************** contacted Gabi on October 25, 2022, through the online chat service. The chat records reflect that the representative who was assisting ******************** advised that a ticket would be created so further research could be conducted as to the reason of the pending cancellation. **** was contacted by ******************** again on October 26, 2022. Chat records show that a representative advised again that **** was still researching the issue but at no time advised that the policies were in good standing. A recommendation was also made to provide a manual payment before October 28 to avoid cancellation. During the third communication on October 27, 2022, chat records show that the representative was unable to access Farmers website but advised that another representative would be reaching out to ******************** by email. Later that day, a representative attempted to call ******************** but was unable to reach him and left a voicemail. The representative also sent an email to advise that the policy was pending cancellation because of a declined payment and to please call Gabi to make a replacement payment as soon as possible.
  
  After this communication, **** did not receive a response from the Insured and a payment was never made to Farmers towards either policy which caused the lapse in coverage. Because this payment was for the renewal term,Farmers backdated the cancellation to the original start date of the renewal on September 1, 2022. **** advised on more than one occasion to make a replacement payment and a cancellation notice was also sent out weeks in advance outlining the amount that needed to be paid and the date in order to maintain coverage. Unfortunately,because there are no findings that the lapse was caused by agency error, **** is unable to reimburse for the fees that are being charged by the New *************** of ***** Vehicles.

• Initial Complaint

  Date:06/14/2022

  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.

  In June of 2020 I requested cancellation of my policy. I tried several times to speak with my agent and could never reach them. Always an answering machine so I finally left a message. In March of 2021 I got a new policy through another agency. I never received any communication from Gabi or Travelers during that time. Then in June of 2021 I received a demand letter from ***************** Services for $1260. Saying I owed for premium year 2021. I called them and they asked me to prove I had other insurance. I sent them a copy of my Certificate. Heard nothing from them. Got more demand letters. Called them again they said I sent the wrong form. They wanted a declaration. Sent that to them and called them. They said they didnt get it. Sent it again. Heard nothing. Today received another demand letter in which they changed the dates along with a copy of a letter that said they had graced that period due to Covid but I still owe the money. During that time period I didnt want Covid relief and never requested it. I couldnt even drive my vehicles. They were undrivable and parked. I was finally able to make repairs on one and got a new policy through another company. The other one is in the shop right now getting a new motor. I also was left stranded by Travelers when my vehicle broke down. I had roadside service and waited 4 hours for them to send help. A dozen phone calls sitting in 100+ degree heatI gave up and had a friend come and help me tow my vehicle home. Can you help me?

  Business Response

  Date: 06/23/2022

  Hello,  

  
  Thank you for bringing this matter to our attention. The Insured may be able to receive a refund of premium if she sends Travelers a copy of her declaration page reflecting the other insurance she had in effect at the time.  She can send that via email to ************************  Travelers should then backdate the cancellation date and refund her premium.   

  
  Regarding the Insureds claim that she contacted Gabi, we have reviewed this account but have no record of the Insured contacting our agency in June of 2020 to cancel the Travelers auto insurance policy that was in effect.  
  The Insured said that she never requested ******19 relief, but this was provided as a courtesy to individuals who did not pay premiums when due and did not increase her premiums or fees.  When the policy renewed in February of 2021, Travelers provided ******19 relief to the Insured which postponed payments for a set period until the Insured was able to pay. The ******19 relief expired in February 2022, resulting in the balance due and the collections notice. 

  
  The issue of roadside assistance taking a prolonged period to come to her aid should be addressed with Travelers as Gabi is a brokerage and does not handle roadside assistance claims.