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:05/22/2024

  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.

  Hello, I received my renewal offer letter for my car insurance (Ive attached the letter) and called my insurance broker to give a new card number and Ezone insurance took out $250 plus $248.80. The renewal offer letter only indicates my minimum payment due is $248.80. I called Ezone and asked why and they couldnt justify but said I paid that about 6 months ago . But that was to start my policy. I never received a letter from Exone that Id be charged $250 plus $248.80. I did not authorize the $250 payment only the $248.80 to Qualities. This is not right and thats taken advantage of me. My car insurance monthly is only $195.99. So I understand you pay a little more to renew but not an entire new broker fee without letting me know or me authorizing this payment. *** asked to cancel and give me my money back as I dont want to do business with shady owners but they wont

  Business Response

  Date: 05/29/2024

  Dear ********,
  
  Thank you for your inquiry and I appreciate you to bring this matter to my attention. To respond to your complain;
  1-You didnt contact us to renew your policy., My agent notified you that; your policy is expired and you have no coverage, then you called back to provide with another payment card to make the payment on the canceled policy.
  2-My agent contacted the insurance company,literally beg to get the exception to the insurance company accept the renewal and the renewal payment.
  3-Then we process your renewal payment and set your up on automatic payment on your new card information.
  4-Our fees set in original auto insurance agreement which you signed and agreed with it, and clearly mentioned about renewal fee( I E-mailed you the copy of your signed agreement).
  5-Despite We worked and spent time on your policy to get renewed and  did our job correctly also we are in title to receive our fee , but I can give you seven business days to find yourself a coverage with another Auto Insurance Carrier, and I will promise to refund your full renewal fee with Ezone Insurance Services **** Just to make you happy. Please let me know if you may have any question. I love to have a happy client with our services. 

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21746146
  
  I am rejecting this response because:

  The information provided by Ezone is absolutely not true. Ive confirmed with Qualitas Insurance and my policy was never expired and I was never without insurance. **** the agent did not have to beg them to renew my policy. I did not authorize Ezone to charge an extra $250 this is fraudulent. Ezone has several negative reviews on yelp, BBB etc. I wish I had researched them months ago before doing business with them. Its only a matter of time ***** is investigated as they are scamming and taking advantage of their clients.

   

  Sincerely,
  
  *********************************

  Business Response

  Date: 05/30/2024

  Thank you for your reply to our respond to your inquiry about your auto insurance policy. Here is our reply Back;
  
  Your policy got expired on 05/18/2024, and got re-activated it on 05/21/2024, I emailed you the proof of it from Qualities Insurance companys website( I didnt want to share it over here, since it has your private information). So for a fact your policy cancelled for two days and re-instated by our agent pay attention to your policy, phone call to you and  hard work on 05/21/2024, otherwise you wouldnt have any coverages by now.
  Also on the same proof, you can see; you got almost 10%renewal discount for full term( which never happens these days, usually all the policies getting increase for the renewal term by 20% to 30%).
  Again if you are not satisfied, I am not forcing you to keep your policy. Please find yourself a better insurance company and coverage in seven business days, as a courtesy I will refund Ezone insurance Services Incs fee back you. 

• Initial Complaint

  Date:04/15/2024

  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.

  April 3,2024 Ezone pulled money from my Chase checking account for $200. This was for the renewal for my car insurance with Anchor General Insurance. I informed **** the representative for Ezone that I've been dealing with for many years that I no longer needed car insurance and I was not going to renew with any of the companies she deals with. She became upset and started threatening saying that I always renew with her. I told her but I don't need the service. She became very unprofessional and started yelling at me. I have paid in full all my bills to the companies that she handle accounts for. Even the companies confirmed it with me. She wanted me to give her $150 for renewal but my renewal date for my car insurance was on April 10,2024. I informed the actual company and Ezone that I will no longer need the service and please refund me the money they took from my account when I said I would no longer be using the service. Now, **** with Ezone is threatening to ruin my credit and send me to court. When it's Ezone that owes me.

  Business Response

  Date: 04/17/2024

  Thank you so much for bring this matter to our attention. As a customer courtesy, we waived all the termination fees in regard to your auto insurance policy due to Ezone Insurance Services, Inc. I Appreciate if you contact me to, we have further conversation, so this matter doesnt recur on another client. ***** *************

• Initial Complaint

  Date:06/29/2022

  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.

  I have been with this company for I believe for 5 years now for my auto insurance. My husband and I got new cars this week. His insurance company had no issue with him ********** And for that matter, any auto insurance company I've been with before, I've never had an issue with ********* or switching. I told them I would like to cancel my insurance and they are trying to charge me **** fee for canceling "midterm". I have one month left on my policy, how is that midterm first of all? Secondly, I called my Insurance company directly and they only charged me a *** canceling fee subtracted from the refund I was getting. So I'm still getting *** back from them. I went back to ezone and told them I canceled my insurance directly, and they're still trying to charge me ***** I said well then what was the other *** for? And they told me it was for infinities ************* Well ********** ************ is only **** so right there they're trying to scam and make more money and they weren't going to let me know I was actually getting a refund for my unused policy. They're a scam trying to make money and ********** me into paying a fee. I've paid them more than enough fees over my years with them and now looking back on it, I can only imagine how much money they've made off of me for their ******** that a direct insurance agency doesn't even think about ********* And one minute it's a ********* ************** and then the next minute it's a ************ in general. It doesn't even make sense. And even after I sent them the email stating I wish to cancel and no ******* ******* will be made, they still responded trying to get me to "use the card on file to pay their ********** It's a *****

  Business Response

  Date: 07/01/2022

  Business Response /* (1000, 5, 2022/07/01) */ We appreciate BBB to try to mitigate this matter. We sent insurance company's and our signed agreement to insured. This agreement was signed and accepted by insured, we are hopping the insured honor the signed agreement. The insured sent the agreement to her attorney to review. The insured emailed us that, the attorney will contact our office. Consumer Response /* (3000, 7, 2022/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The signed agreement they sent me expired in 2021. Business Response /* (4000, 9, 2022/07/08) */ The attached contract is not Ezone insurance's contract it is for Infinity insurance company and got renewed by insured choose. We sent copy of the signed agreement to insured and per insured, the agreement is getting review by insured's attorney. We have it in writing and signed by insured if the policy gets renewed all terms and conditions along with the fees applies to renewed term. Consumer Response /* (4200, 11, 2022/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) What they sent me expired in ***** If that wasn't the case, they should have sent me something more updated that I signed. Why wouldn't they send me my most recent contract? Also, **** will not stop emailing me and texting me, harassing me for payment. But when I ask to speak to someone higher up (because I refuse to communicate with her unprofessionalism) to help mitigate this problem, she stops respond or won't answer.

• Initial Complaint

  Date:06/11/2022

  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.

  This company is trying to charge me ***$ for a contract from 2013 on car in which I have never owned a *****************. My contract with them was over in 2017. I suspect this company is doing something fraudulent. I still remain with them for liability insurance which they take every month. I randomly received a letter today of them threatening to take me to court and pay collections. They have not contacted me until I received this letter.

  Business Response

  Date: 06/27/2022

  Business Response /* (1000, 5, 2022/06/14) */ We E-mail the original signed contract to insured to verifies all the fees. the insured forward it to her attorney.