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:03/28/2023

  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 cancelled my homeowner/auto insurance policies through my insurance broker, Sarah R***** of Brightway Insurance, Harmony Agency in Fort Collins, CO on 1/6/2023 via email (attached). Sarah knew I had been unhappy for quite some time with the lack of customer service from her and the brokerage firm. After cancellation on 1/9/2023 (the renewal date), I received a bill from **********, sent to an old email address (discontinued by the ISP), despite the fact that I provided Brightway new contact information on several different occasions. When I finally figured out how to access the old email account, I saw the old bill from ********** asking for extra money for the cancelled policies. I emailed Sarah R***** at Brighway immediately, but she is unwilling to take any responsibility for the matter and suggests I contact **********. **********'s correspondence (attached) refers me to Brightway. I'm incredibly frustrated that neither ********** nor Brightway care to resolve the issue, but instead insist I contact the other party. Sarah R*****, as my insurance broker, needs to ensure that this extraneous and ridiculous charge is withdrawn/removed. Brightway/Sarah, as the business that facilitated my insurance policies with ********** has a responsibility to resolve this issue rather than pass the buck. I'm deeply disappointed that Brightway and I could not part ways amicably. This money-grubbing effort to collect extra money from me is ridiculous. It is unfortunate that Brightway/Sarah do not care about providing customer service. I also want assurance that any reports regarding delinquency to credit bureaus be removed immediately given the that I acted in good faith (on several different occasions) to ensure Brightway had the most up-to-date email address for me. Beyond this, I simply don't know what more I could have done.

  Business Response

  Date: 03/28/2023

  Good Morning!

   ****** ********* was a customer of ours for quite some time and honestly was never happy.  We pride ourselves in customer service and have gone above and beyond for Ms. *********, even to the lengths of staying on the phone for over a hour(multiple) times to break down pricing from our insurance carrier, **********.  With that being said, our agnecy does not handle the billing portion for our customers.  We can pay bills and we can review invoices with them, however, no bill is processed and sent through our agency as all of our carriers handle them. 

  On 1/5/2023, ****** requested her insurance be canceled effective 1/9/2023.  Attached you can see the cancellation confirmation for both of these policies(that were sent to her on 1/6 and again recently).  She has a bill from ********** in the amount of  $22.54    that was for the prorated term before cancellation.  She has emailed me several times and I have explained this as well as giving her **********'s billing phone number(**************).  She refuses to call them but I have let her know that we do not handle billing and cannot adjust anyone's premium/invoice due.   

  Also, we document all of our correspondents with our customers and ****** never requested her email address be changed.  If so, this would have been completed within our agency. She also had access to ********** through her account that she registered with using her email address.

  Tell us why here...