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:10/24/2023

  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.

  On Nov 14th, 2023, I called this office to remove one of two cars from my insurance. I was told on the phone it was removed and that my payment had gone down $100. I suffer from ADHD and can forget to pay bills on time so everything is on auto-pay. When I called in a whole YEAR later to cancel the policy I was told I still had both cars on my policy. I had been paying the entire year for a car that was not even running. When asked why it wasn't removed from my policy when I called in November of the year before they said I never went in to sign the paperwork they needed. Paperwork that I was never told needed to be signed. When asked why I was never called or notified about this paperwork needing to be changed I was not given an answer other than "Well we need it to cancel so since we didn't get it we can't do anything.". I feel like they scammed me out of my money by simply discounting 100$ from my account and having me keep paying for services I requested to cancel. This company and office have caused me so much stress and anxiety not to mention my hard-earned money.

  Business Response

  Date: 11/10/2023

  Dear *******,
  
  I hope this message finds you well. I want to address the concerns you've raised regarding your insurance policy with our office.
  
  Upon reviewing the details of your situation, we acknowledge your call on Nov 14th, 2022, where you requested the removal of one of your two cars from your insurance policy. We understand the frustration you experienced upon discovering a year later that the car was still included in your coverage.
  
  It's important to clarify that our records indicate that in the case of comprehensive and collision (full coverage) insurance, we consistently inform our clients that their signatures are required to process changes to their policies, including the removal of a vehicle. In your situation, we regret to inform you that despite your request over the phone, the necessary paperwork was not signed.
  
  At our company, it is our standard practice to request signatures from clients who wish to remove a vehicle from their insurance policy, particularly when the coverage includes comprehensive and collision (full coverage). This ensures that all necessary paperwork is properly processed and aligns with our commitment to thorough and transparent communication with our valued clients.
  
  Furthermore, your renewal policy, which was issued on March 22nd, 2023 and was sent to you through mail, clearly indicated the renewal of both vehicles on that date. We strive to provide transparent and accurate information to our clients, and your renewal policy serves as a comprehensive document detailing the specifics of your coverage. This document was intended to keep you informed about the terms of your renewed policy, including the inclusion of both vehicles.
  
  We genuinely value your feedback and are committed to improving our communication processes to prevent similar situations in the future. If you have any further questions or concerns, please feel free to contact our office directly. We appreciate your understanding.
  
  Sincerely,
  Premier Group Insurance