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Initial Complaint
07/22/2024
Complaint Type:
Service or Repair Issues
Status:
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.
In 2024 Farmers insurance started not covering hill side properties in ********, **, or requesting to have some kind of certificate from such a called "Wildfire prepared" company. Wildfire prepared company charged me $125 for "application fee". All attempts to find this company's location, telephone number, attempt to speak to one of management people were unsuccessful (***************************, ***************************, ***********************). They wanted to communicate only via email. To get answer to email was taking at least 1 business day and the answers were not related to my questions. This issue was reported to Farmers insurance, and the following is the answer from Farmers. My questions were- what kind of company is Wildfire prepared, where are they located, why don't they want to communicate over the phone, because there evaluation is not objective, why I can't find there contact information in website and many more.Farmers answer was-Dear *********************************,Thank you for your inquiry.Would you like to request a new agent, or would you like to made a complaint regarding your agent through the District Manager?If you have any questions, please contact your Farmers agent or call us directly at 1-800-FARMERS ***************).Below is the information for your Farmers Agent.Agent Name: *************************** Agency Phone Number: ************** Fax Number: ************** Email: **************************************** Website: *******************************************************************, no answer or help from them either. As you noticed there is no statement regarding to my problem, solution and/or anything about questionable "Wildfire Prepared" company.Please evaluate this situation, because many residents in ********** having this problem and need help dealing with this kind of companies.
Business response
07/24/2024

P.O. Box 2910
Shawnee Mission, *******; 66201-1310
Fax: **************
***********************************************************************

Case:22020107

To Whom It May ********************* you for notifying Farmers of the concerns presented to the Better Business Bureau. We appreciate the opportunity to respond to this inquiry.

To protect confidential consumer information, we do not disclose information about our review. We have been in contact with the consumer to address their specific concerns in the complaint above.
Customer response
07/24/2024

Complaint: 22020107

I am rejecting this response because:
The first sentence from *******************
Senior ************* Representative
********************** | Customer Relations
FX *********************************************, LLC license number *******
California license number *******
************** was "It is always our intention to provide excellent service to our customers".
False.
*******************,
Wildfire Prepared company was referred by Farmers insurance. They charged me $125 "application fee" for what? 1. Make them to refund my $125. 2. Report Wild Prepared companies business information (Address, Tel number, business activity etc.) to BBB office to start the investigation the activities and customer service of there employees (***************************, ***************************, ***********************). Unfortunately, I did not find any information about this company (how can the customer make sure that this is legit **********************. There is much more, but for now- California hillside residents are suffering because of your non competent work. I did not get any help from your company, or from Wildfire Prepared. There is nothing to do with my agent ***************************. You better submit Wildfire Prepared information to BBB and answer my questions directly.

Sincerely,

*********************************
Business response
07/25/2024
To Whom It May ****************** insured has been advised we are unable to refund the application fee from Wildfire Preparedness as it is a third party fee and not a Farmers fee. Additionally, we do not submit complaints on companies to the BBB. If they feel that a complaint is warranted against Wildfire Preparedness, they would need to file the complaint against them with the BBB.
Customer response
07/25/2024

Complaint: 22020107

I am rejecting this response because:
I can't find Wild Prepared companies' business information (Address, Tel number, business activity etc.) and since that company was referred to me by Farmers, I am requesting that Farmers to provide me full information of Wild Prepared company.
******************* ,
The following is your statement "It is always our intention to provide excellent service to our customers".
Now I know the level of you "excellent service", but it is your responsibility to provide the information about the company that you are referring to.

Sincerely,

*********************************
Business response
07/25/2024
To Whom It May *********************** Preparedness is part of the Insurance Institute for Business and Home Safety. We do not have an address to provide, nor a phone number as they do not have a call center. They can only be reached via email on their website by completing the contact form found on wildfireprepared.org/frequently-asked-questions.
Customer response
07/25/2024

Complaint: 22020107

I am rejecting this response because:
Dear BBB representative,
I guess you are convinced that there is no help or responsible answer from Farmers insurance. I don't have any other way to find Wildfire Prepared companies information. I hope it is not a high level security organization that Farmers refusing to provide business information. If they don't have any information that I am requesting why they are referring to them?
I would appreciate if you investigate this information and protect other customers from this nightmare.
My last option will be to ask media to inform residents of ********** about this situation- I can't believe in ******* this may happen.

Sincerely,

*********************************
Initial Complaint
07/15/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I filed a homeowners insurance claim with Farmers Insurance on 5/4/2024. They settled the claim and told me I will received 2 payments. I got the first payment and have sent all required documents to get the second payment. I left voice mail messages and emailed the claim adjuster as instructed in the settlement letter. However, they have not responded to any of my voice messages or repeated email asking for status on the second payment.
Business response
07/22/2024
Dear Better Business Bureau,
Thank you for your correspondence concerning a matter brought forth by *************. In this inquiry, ************ expressed dissatisfaction regarding the processing of his claim. We take the customer experience seriously and appreciate the opportunity to respond.
We value ************ as a customer and appreciate his business. Upon receipt of this complaint, we reviewed the documentation that had been submitted and have issued a payment for the recoverable depreciation for the claim. We apologize for any delay or frustration that ************ may have experienced during the processing of the claim.
Sincerely,

Truck Insurance Exchange

********************************
Claim Customer Relations Senior Consultant
Customer response
07/22/2024

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
07/11/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I started a policy with Bristol West in February 2024, # G01415437800. In March they drafted my payment twice from my bank account. When I called my agent about it she said they would refund the second payment next business day but I ended up having to call several more times and wait a few weeks for the refund. Then they tried to draft a double payment again in June but my bank declined the double payment since it would have caused an overdraft. Now they have increased my premium from $811 to over $1000 per month, I called my agent to ask her why and she said it was because my bank had declined a payment. But the only payment my bank declined was the double payment in June and I've never missed any payments, so basically I'm being penalized for not letting them steal my money?! I have read a lot of reviews online about this company double and even triple drafting a lot of other people. Which means they are aware of the problem and have done nothing about it, they are essentially stealing and taking advantage of their customers because they know most of their customers can't find ********************** elsewhere due to their driving history. This is terrible business practice, I don't know how they can get away with this.
Business response
07/12/2024
To Whom It May ********************* you for notifying Farmers of the concerns presented to the Better Business Bureau. We appreciate the opportunity to respond to this inquiry.

To protect confidential consumer information, we do not disclose information about our review. We have been in contact with the consumer to address their specific concerns in the complaint above.
Customer response
07/13/2024

Complaint: 21976174

I am rejecting this response because:
My agent contacted me and said that she was unable to do anything about my rate increase without giving an explanation why. My issue hasn't been resolved, I'm still being penalized for my bank declining the double payment when I've made every payment on time and it's not my fault they tried to double charge me. The fact they've double charged me twice (and have done so to lots of other people) has not been addressed and I would like some assurance that it will not happen again and that I won't be penalized for it again.

Sincerely,

*************************
Business response
07/16/2024

To Whom It May ********************* you for notifying Farmers of the concerns presented to the Better Business Bureau. We appreciate the opportunity to respond to this inquiry.

To protect confidential consumer information, we do not disclose information about our review. We have been in contact with the consumer to address their specific concerns in the complaint above.
Initial Complaint
07/08/2024
Complaint Type:
Product Issues
Status:
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.
On may 28,2024 I called my insurance agent to insure a motorcycle I was purchasing. I paid ***** to FARMERS by using my bank debit card. June 3rd I called and canceled the policy because I never took possession of the motorcycle. I was told It would take 4 weeks to receive my refund and I would receive it electronicly the same way I paid. Roughly between June ***** I spoke with my insurance agent again who informed me that FARMERS had mailed us a check on June 17th and would be in the mail in 7-10 days. June 3rd and there is still no check. Or no deposit as promised. FARMERS keeps just telling me to wait and wait for the check in the mail. And FARMERS refuses to direct deposit or wire transfer the funds into my bank account. It is now July 8th but I have still not received my refund.
Business response
07/09/2024

Case: 21957586

To Whom It May *************************** you for notifying Farmers of the concerns presented to the Better Business Bureau. We appreciate the opportunity to respond to this inquiry.

To protect confidential consumer information, we do not disclose information about our review. We have been in contact with the consumer to address their specific concerns in the complaint above.
Initial Complaint
07/08/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Good afternoon,First of all I want you to know that I shopped for a home warranty for months and my main concern was to get the most coverage with the least possible deductible . It all started when I had to file a roof leak claim due to a recent storm back in May, on 05/16/2024. I called my agent ********************* . The latter unexpectedly tried to convince me not to file a claim since my deductble is high ($7580). I found it weird but I told him that the damage seems to be high and I do not mind paying my deductible because I think my roof is severly damaged so is my sheetrock in my upstairs living and bathrooms areas . Upon receiving the customer service number , I filed a claim ; the number is (7007594765-1-1) just to find out that first of all my policy is not a complete roof replacement and is actually an ACV which has never been discussed or disclosed by my agent *********************. When I called him ;he denied and claimed that he discusses that with every customer of his including his family members . I expressed my anger and dissatisfaction to him and He advised me to call different roofers and get appraisals so that when his company Formost( Farmers ) comes back with their appraisal which he thinks will be low ; I will have other ones to compare to . Anyway, The Insurance came back with a low ball appraisal and raised my deductible from $7580 to $22,831. Long story short , They expect me to fix my roof and my interior damage with $1921 after they came up with a ridiculous appraisal and added charges called ACV to the my deductible. I hired a roofer and they sent them an itemized appraisal as requested and yet the declined it and raised their pay out by $800 . I am requesting Formost/Farmers insurance to pay me the difference after my deductible which is $30,539.89 My farmers agent name is ********************* :************ Adjusters name: *********************** : ************ CLAIM NUMBER 7007594765-1 Thanks .******************** ************
Business response
07/11/2024
Dear Better Business Bureau,
Thank you for your correspondence concerning a matter brought forth by ********************. In this inquiry, Mr. ******* expressed dissatisfaction regarding the settlement of his claim. We take the customer experience seriously and appreciate the opportunity to respond.
We value Mr. ******* as a customer and appreciate his business. Upon receipt of this complaint, we escalated Mr. ******** concerns to claims leaders for their review. After an additional review of the claim information, we maintain that our settlement is appropriate and supported. The scheduled roof coverage was correctly applied as was Mr. ******** deductible. As this information appeared on his most recent Declaration Page and was communicated to him at the time of his policy inception,we are unable to offer further payment for his claim.
Sincerely,

Mid-Century Insurance Company

********************************
Claim Customer Relations Senior Consultant
Customer response
07/11/2024

Complaint: 21948050

I am rejecting this response because you have not taken into account any of (all higher in value) 4 different roof estimates I provided you with plus you have not provided me with a reason why there is a over $10,000 difference between you appraisal and the other estimates . In addidition to that , you have not not answered my concern about your agent' deceitfulness about my policy being an ACV instead of a complete roof replacement (CRR). I am not asking for charity . Your agent and myself discussed a $7581 deductible and that should be the whole money that is coming out of my pocket ; otherwise , what is the point of having a wind insurance at all ??? Please provide a reason why you are not matching ROOF FIX Estimate ( The contractor I hired ) . I need a solid proof (recording ,email. etc...) that your agent disclosed to me that my policy was an ACV and not a CRR prior to buying the policy ; and why would he( your agent) try to deter me from filing a claim unless he knows in advance that he was not truthful and that I will be responsible for more than my deductible only . I am in the retail business and I know what full disclosure mean . Such a process has not taken place in my case and I was fooled to beleive that I have a full roof replacement .. This new verbage of (ACV)and ( schedule payment) was not discussed and unless you can prove otherwise , I need you to match ROOF FIX appraisal and pay me for what I was made to beleive in ; a full Roof Replacement . Thanks.

Sincerely,

********************
Business response
07/17/2024
Dear Better Business Bureau,
Thank you for the additional correspondence concerning a matter brought forth by ********************. We have reviewed all damages and all estimates provided by Mr. ******* including the estimate from his chosen contractor. The estimate we have completed to replace the roof of his home and repair the interior damage is accurate and within industry standards. Therefore, we are maintaining our position that our processing of Mr. ******** claim is appropriate.
Sincerely,

Mid-Century Insurance Company

********************************
Claim Customer Relations Senior Consultant
Customer response
07/18/2024

Complaint: 21948050

I am rejecting this response because:
Thank you BBB for your cooperation . I asked two questions in my previous email and none of them were answered . How are Farmers agents/appraisers justifying a difference of over $10,000 from their from their formal appraisal compared to other certified roof contractors that I hired per their request and Yet Farmers is still claiming that their appraisal/estimate is whithin market guidelines ?( See my previous attachments) . Secondly, Why did my Farmers agent never disclosed/ discussed with me that I signed an ACV policy instead of a complete roof replacement ? If such a thing happened , I need proof of of it either in writing or Audio since all of Farmers calls and correspondances are recorded . I will keep this short ; so they can provide the necessary and satisfactory answers to my questions.

Sincerely,

********************
Initial Complaint
07/05/2024
Complaint Type:
Product Issues
Status:
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.
i recently received a notification from foremost (a ******** company) that i was being denied coverage for insurance due to wind damage in march 2023. i never contacted ******** or foremost requesting an insurance quote. they sought me out, checked consumer reports to see if i had claims without my knowledge or permission. i do not care if this is public knowledge, this is none of their business. i only did a little online research but NEVER CONTACTED farmers/foremost then to be told i'm being denied coverage due to mother nature. this is an invasion of privacy and my consumers' rights. after this i would never do business in any way with this corrupt "company".
Business response
07/09/2024
Case: 21943189

To Whom It May *************************** you for notifying Farmers of the concerns presented to the Better Business Bureau. We appreciate the opportunity to respond to this inquiry.

To protect confidential consumer information, we do not disclose information about our review. We have been in contact with the consumer to address their specific concerns in the complaint above.
Initial Complaint
07/03/2024
Complaint Type:
Customer Service Issues
Status:
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.
I have been attempting to cancel my car insurance policy with Bristol west for well over one month. I have sent a request in writing as well as several phone calls. Today I contacted Bristol West and spike with a representative who refused to cancel my policy. Citing this was not his job. The rep proceeded to disconnect the line. I am writing this because even though I have been attempting to cancel for about TWO MONTHS,Bristol West continues to deduct over FOUR HUNDRED DOLLARS A MONTH.
Business response
07/09/2024
To Whom It May ********************* you for notifying Farmers of the concerns presented to the Better Business Bureau. We appreciate the opportunity to respond to this inquiry.

To protect confidential consumer information, we do not disclose information about our review. We have been in contact with the consumer to address their specific concerns in the complaint above.
Customer response
07/09/2024

Complaint: 21937681

I am rejecting this response because:
I have not received any correspondence feom this company via, email,letter or phone call. I have made several calls to this company to get this issue resolved. I never authorized a direct debit feom my account, and continue to have funds debited from my account even though I have been asking for a cancelation for well over thirty days. I have requested a refund only to be denied. At least this will be on file to show potential customers so individuals will be aware of fraudulent practices of this company.
Sincerely,

***************************
Business response
07/10/2024
To Whom It May ********************* you for notifying Farmers of the concerns presented to the Better Business Bureau. We appreciate the opportunity to respond to this inquiry.

To protect confidential consumer information, we do not disclose information about our review. We have been in contact with the consumer to address their specific concerns in the complaint above.
Customer response
07/11/2024

Complaint: 21937681

I am rejecting this response because: Although this company sent an email confirming I will receive a refund,the refund amount is only half of what was withdrawn from my account. I was debited over 400 hundred dollars, and will obtain 200 hundred dollars even after I requested a cancelation of the insurance.

Sincerely,

***************************
Initial Complaint
07/02/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have had farmers insurance for 3 years for my automobile, for which I've been paying over $1200-2000 per year depending on the year (which they also raised automatically to double the price without asking). They claim to provide roadside assistance and towing. However, on January 29th 2024 I got a flat tire and waited for 5 hours after they told me someone would come to assist, I called every hour when they said oh yes someone is coming in one hour and then nobody ever did, I had to deal with it on my own. The same thing happened on April 1st 2024, nobody ever came, I had to leave my car on the side of the road in a no parking zone, I tried again the next morning and again nobody ever came in the 3 hours I was there trying to fix the tire myself, eventually I got it done and left. They claim someone came to tow my car and put a 99$ claim on my account saying they paid that - for something that never occurred. And they refuse to give me any compensation for the fact that I've been paying for a service that not only does not exist, but that caused me so much extra hardship it would be better if they didn't claim to have it at all. I've called several times and keep getting passed around to people who say they cannot do anything. Or worse, they transfer me and it hangs up automatically.
Business response
07/09/2024
It is always our intention to provide excellent service and we apologize for having disappointed the consumer. In addition to speaking with *******************************, our vendor has contacted ************** to discuss this matter, they addressed her concerns, and they offered a gesture of goodwill, which she accepted.Our records reflect a $75 charge from the vendor for their services. Should ************* have any questions or information that we should be aware of, she may speak with Claims Liaison ******************************* at **************.
Sincerely,
Farmers Property and Casualty Insurance Company
*************************
Customer Relations Consultant
Claims Customer Relations
*************
Customer response
07/09/2024

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. It doesn't fully make up for the terrible (lack of) service the company provided and the work I missed, however it was much better than the response that I received prior to involving BBB, so I appreciate your involvement. They offered me a 100$ gift card for **************** or a **** gift card, which is better than nothing - which is what they were offering before. I doubt they will budge any more, so I'll leave it at that. They also claim that they will look into why the business they contract out to for roadside assistance are so terrible, although I don't have high hopes that will change anything.
Sincerely,

*********************
Initial Complaint
07/02/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On 6-15-24, I reached out to farmers insurance, spoke with agent out of ***************, ** in reference to cancellation of my homeowners insurance policy. I was told by this agent that the policy was canceled and that a refund check will sent back to my checking account and should be there within less than a week. I received no details as to when it would post actually or which account it would post to. On 7-1-24, I spoke with 2 representatives over the phone and they were very rude and unprofessional and could not get my questions answered direct. On 6-15-24, I asked the agent out of ***************, ** to cancel the homeowners policy. As of 7-1-24, my policy is still active. When I spoke with the representative over the phone, she stated that she is going to cancel the policy as of today's date. (7-1-24) I stated that it was incorrect and should have been cancelled as of 6-15-24 as promised by agent (***************, **). The representative continued to be rude and not answer my question and proceeded to go into a script agreement of which I completely shut down.
Business response
07/10/2024
To Whom It May ********************* you for notifying Farmers of the concerns presented to the Better Business Bureau. We appreciate the opportunity to respond to this rebuttal.

To protect confidential consumer information, we do not disclose information about our review. However, we wish to assure you that the company has followed up with this customer by email and apologized for their experience and requested the documentation necessary to retroactively cancel their policy.
Initial Complaint
07/01/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I was in an auto accident on 4/17/24 at 7:52 AM. My 2016 ***** Xc90 is in a repairable state but the Insurance company is not budging with the concept of fixing a car. The idea seems foreign to them. They like to play the Total Loss Game and drink coffee. The car was inspected at IAA ******* and the appraisal seems fishy. It's like it was done in such a way to trigger a total loss so that the insurance plan has impetus to not fix a car. I'm questioning if the appraisal was even done properly. The insurance company does not want to repair the car.
Business response
07/10/2024
appreciate the opportunity to respond to this inquiry. We regret ************ frustration with his claim.

We respectfully maintain our position that ************ property damage claim for his 2016 ***** has been properly and appropriately evaluated and handled as a total loss. The actual cash value of the vehicle is accurate based on our research and the vehicles pre-loss condition and was determined by comparing ************ vehicle to vehicles that are of the same, year, make,and model of vehicle with similar equipment and mileage. The settlement offer was relayed on June 5, 2024. Our file does not reflect any delays in the evaluation and handling of the property damage claim. Resolution of the property damage claim is currently awaiting ************ response to our offer and the completion of the total loss documents.

We apologize for any frustration caused by our handling of this claim. Should ************ have any questions regarding his property damage claim, we encourage him to contact Claims Supervisor *********************** at **************.

Sincerely,
Farmers Insurance Company of Washington
*************************
Senior Claims Consultant
Claims Customer Relations

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