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:01/10/2025

  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.

  Opened a claim with Star Casualties Insurance and after a month was told that claim was denied. My insurance company State Farm Insurance (letter was emailed stating said to Star Casualties) found other driver at fault. Accident happened June 15, 2024 and to date no check has been provided to cover damages that their car appraiser stated was totaled. ***** whom was the other driver was backing out of a non parking space in ***************** at corner of ******************************** as I was entering through entrance on *******************. Attached are pictures of accident. Also want to add how his rear view mirror was obstructed with all the stuff he had loaded in trunk of truck.

  Business Response

  Date: 01/13/2025

  Please be advised that we do no believe our insured to be at fault. We have spoken to our insured who stated that it was the complainant who caused the loss. The police were called to the scene but did not show up. As there is no independent witness or physical evidence placing our insured at fault, we are respectfully denying liability, and therefore payment for this loss. We are responsible for paying claims that we are legally required to pay and based on our insured's statement, we do not believe we owe any payment on this claim.

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22795014
  
  I am rejecting this response because:  As evident in pictures provided and positioning of cars that your driver is at fault as he was backing out of a non parking space in gas station.  I was clearly coming into gas station through entrance on **** *****.  Your driver had his rear view obstructed with all his construction materials clearly visible in pictures provided.  He was backing out at a speed of 30 miles an hour as I had no time to move my car out of way.  Your driver called police but he stated that police had no jurisdiction in gas station.  I didn't have my phone until my brother came on his bike then I was more concerned with taking pictures then remembering to call police again which I should have done.  No matter how you look at this your driver was parked illegally in gas station, and as you know whenever you back out of parking space- if indeed it's considered a parking space- person backing out is at fault 100 percent.    
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 01/27/2025

  We have taken another look upon receiving the rejection. We do not believe we are at fault for this loss and our decision will stand.

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22795014
  
  I am rejecting this response because:  Again your driver was coming out of a parking spot that is nota parking space in the gas station.  Whenever you back out of a space you must take caution, but your driver didn't.   I will be contacting the Florida Insurance Commissioner.  Please do what is right and send check for repairs.  I'm not going to even elaborate on all the ignored calls, no call backs and avoidance which is already evident in many complaints on BBB.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:11/18/2024

  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.

  One of this company insurers hit my car for about a month ago. All this company does is have someone from a call center answer their calls and repeat the same line every time. the adjuster never answer my calls or give me a call back to give me more information about paying to fix my car. The adjuster never available. I told the representatives to escalate this information to a supervisors. A supervisor doesn't even exist in this company. This been an ongoing thing to where they don't want to fix people cars but accept money from their insurers monthly. This company made sure they called me to inform me that the insurer doesn't have bodily injury so they won't have to pay out. This company made this process very frustrating because you never talk to someone but a call center representative. Something must be done to stop this company. Please save your money from this insurance company because if you hit someone car they will suffer. I hate that I have to go through this because of one of their insurers. The next step is legal action for this company!

  Business Response

  Date: 11/20/2024

  Please be advised that we have been working to resolve this issue with the complainant. At this time, it's been determined that her vehicle is a total loss and we have come to an agreement on the value of the vehicle. We have advised the complainant of what the State of Florida requires prior to making the settlement payment. She is aware of this and will be sending in the needed paperwork. Once this is received, Star Casualty will happily make the settlement payment to resolve this matter in full.

  Customer Answer

  Date: 11/21/2024

  Yes, We reached a settlement but I can't mark this situation as resolved. Once the check is issued to me I will close this complaint. the titles of the car was mailed on 10/21/2024 to their po box and the car will be pick up on 10/22/2024.

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22571803
  
  I am rejecting this response because: Yes, We reached a settlement but I can't mark this situation as resolved. Once the check is issued to me I will close this complaint. the titles of the car was mailed on 10/21/2024 to their po box and the car will be pick up on 10/22/2024. 
  Sincerely,
  
  Alteasha ******

  Business Response

  Date: 11/22/2024

  I don't believe this is a rejection indicating we don't have an agreement. The complainant will agree this is resolved when she gets paid, which she will once she gets her check. She lists dates in October, however,  I believe it was in November.

  Customer Answer

  Date: 11/22/2024

  Updated dates 11/21/2022 and 11/22/2024.

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22571803
  
  I am rejecting this response because: Everything was done on my end and I called to make sure everything was okay for the company to send the check. Per usual I hear the same thing from the call center representative; they cant get in contact with the adjuster and they will escalate the case. so now I have to wait some more days and still dont know when the check will be issue. I have to go to work and wont have a way. Its becoming frustrating that I have to deal with this and still dont know when Ill be able to get another car. 
  
  Sincerely,
  
  Alteasha ******

• Initial Complaint

  Date:09/24/2024

  Type:Service or Repair 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 was involved in a car accident on 09/05/24. It was reported to insurance on the same day. Initial communications seem to have been fast and efficient until I spoke with the adjuster ******* *****. This gentleman refused to give me any information of contact and proceeded to tell me I did not have to contact him by any means. After multiple attempts of trying to contact him calling the insurance I was informed on 09/23/24 that there was a check approved for the estimate of my car damages. My car have considered damages that even after repair is to be considered unsafe on the road. Am really concerned about the safety of my kids while being on a car that is not safe.

  Business Response

  Date: 09/28/2024

  Please be advised that we have reviewed this complaint and have been in touch with the complainant throughout the entire process. We have had an appraiser look at the vehicle damage in person and we have have had another one look at the damage in photos. Neither appraiser feels this vehicle is a total loss and there is no frame damage to this vehicle that would make it unsafe. This vehicle will be as safe as it was prior to the accident once the repairs are completed. The complainant hasn't taken the vehicle to a body shop to start the repairs. Once that is done, if there is new information received, we will happily take another look at it.

  Customer Answer

  Date: 10/07/2024

   
  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

  Date:07/11/2024

  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.

  I got into an accident on 06/17/24 my claim number is 2024-90003740 and I have only spoke to my adjuster *********************** just once! She is never available and lied about when my vehicle was being picked up when I spoke to the tow yard myself who confirmed she was not being truthful about. I rented a vehicle for two weeks and could only keep paying out of pocket while waiting on this useless company! I had to buy a new car asap so I can have transportation to work which now my new lien holder is begging for me to show proof that my car in the accident was totaled so they could approve me for the loan. No one ever calls me back even though they say they will, I was the one who called and discovered that my car was magically taken to copart. The lien holder is even confused as to why this company is taking so long and now it is causing more stress for me to move forward and get a new car. It has been a month and I can never get in touch with the adjuster. I am given the same runaround everyday, one day they tell me the matter should be settled that week then all of a sudden that week time frame passes by and its a new week. Thais has been of no help . I leave voicemails and keep being told in 48 hours I should be returned a call and that has not happened ONCE. I have never experienced this where even banks/lien holders are saying your insurance company needs to learn how to do their jobs. Then the call center personnel gives you the runaround that the matter will be escalated just for more days to go by and nothing gets done. Thais has been untruthful from the day she lied about the vehicle being scheduled to be picked up from the tow yard when the tow yard told me themselves that was incorrect and even saying she had the police report of this accident when I know that was not true given I have contacts in the PD. I am not even harping about having the check in my hand but at least having the vehicle estimated or if its totaled so I can purchase a new car.

  Business Response

  Date: 07/18/2024

  Please be advised that this matter has been completely resolved. We have spoken with the complainant and we have come to an agreement on the value of the vehicle and payment will be made when the paperwork, that is required per statute, is received.

• Initial Complaint

  Date:07/03/2024

  Type:Order 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 behalf of insured (my son) ***********************-(claim no. 2024-9000-3223) I have dealt with ************ and ******************************* both of whom have used dilatory tactics in order attempt to push my son into a "repaired" vehicle until I advised I would report to insurance commissioner the unsafe practices. Had I not done the research to determine that the car indeed was a total my son would have been driving a likely dangerous car. Finally the car was deemed a total and VW Credit sent a letter of guarantee on June 18. To date Star Casualty still has not paid VW the settlement amount forcing financial hardship on my son as the monthly payment for the totaled car is due today (in addition to payment for his new car). Star Casualty also forced my son to pay $695 to remove A/M parts from his vehicle claiming "they don't pay for that." Making an insured whole is defined "as if no accident had occurred." Again Star Casualty uses dilatory tactics, lies, misrepresents information, and preys on the innocent for their benefit. Payment to VW Credit must be made immediately. Payment to my son for the $695 must be made immediately. Surely the Insurance Commissioner of ******* would not look on this as best practices.

  Business Response

  Date: 07/10/2024

  Please be advised that while Star Casualty disagrees with the allegations made by the complainant, this matter is resolved. A settlement check was issued, as agreed to with the complainant, on 6/25/24. It was for the agreed upon amount and was sent to the lienholder at the correct address. We spoke to the lienholder after this complaint was filed and they agreed that we did in fact send it to the correct address and they stated it could take up to 14 days from when they receive it until when it gets credited. We advised this to the complainant and agreed we would follow up to be sure it clears our system and that VW does in fact cash it. 

  This settlement check cleared on 7/9/24 and we believe this matter to be resolved.

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21938319
  
  I am rejecting this response because:

  There still remains the outstanding reimbursement to my son for the $695 paid regarding his A/M, parts rendering him not whole as if no accident had occurred. His coverage would substantiate this request. Conveniently this is left out of Star Casualtys response. 
  

  Once a check in the amount of $695 is received immediately then this matter will be settled. 
  
  To be sure Star Casualty sent out the settlement check late.  As seems to be their practice and as so many complaints here indicate Star Casualty does not use best practices and preys on the uninformed. It appears resolution is only imminent after Star Casualtys tactics are brought to light.

  This is a matter to be corrected.  Let it start with making my son WHOLE for his expense. We look forward to receiving a check in the amount of $695. 

  Thank you,
  
  ********************************

  Business Response

  Date: 07/17/2024

  We are sorry the complainant is unhappy with the resolution, however, Star Casualty made payment for all of the items that are owed. The after market parts are not covered under the policy and the complainant was advised of this. We did work with her to have the body shop take the parts off and to our knowledge, her son has the parts in his possession. The difference she is referring to is the labor rate to have the parts removed and since these parts were not covered, the complainant did know she was responsible for the payment.

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21938319
  
  I am rejecting this response. Unfortunately Star Casualty continues to misinform and twist the actual facts. This claim is based on a subrogation demand back to Progressive since their insured did not have the coverage. Again the customer MUST be made whole as if no accident had occurred. Its bad enough that Star Casualty tried to force my son into a car that likely would have been dangerous to drive give the structural integrity damage which never would have been the same and is known to be factual = safety is not a concern and no amount of guarantee repair can cover if there is a safety issue once the car is in our possession no liability. Star Casualty deploys a dilatory technique: they ignore all contact and push the customer to their preferred shop in order to speed through the process unbeknownst to the customer. In this manner they can dispatch with the claim problem. They misinform, lie, and use gaslighting techniques to make the customer believe they are in the wrong. No matter how many times you call the adjusters they do not call back or communicate. They then call you on the phone but actually never put anything in writing. They bounce you between the repair shop so that the multiple miscommunications tired out the customer who is desperate to get their car back. It is a barrage of attempts to wear you down if you in fact challenge them. This very response is inaccurate as I never agreed that it was what was expected. I have emails expressing this concern. 
  If Star Casualty insists on claiming they do not owe my son $695 and will not issue a check, my next complaint will be to the Insurance Commissioner of Florida via appropriate submission. At some point Star Casualty has to be called out and use best practices in their dealings with customers. This is not about being happy its about principle, integrity and not taking advantage of customers who unlike me do not know any different. Luckily my son had me to assist and advocate on his behalf. 
  I expect that my son will receive a check in the amount of $695 by next week or I will submit a complaint as I am sure Star Casualty skates on the edge of violations. 
  Thank you,
  ********************************

  Customer Answer

  Date: 07/19/2024

  Why was the complaint closed? There is no resolution without the check due. Your decision to close the complaint when clearly there is no resolution does not help the consumer in any way. On what grounds is it determined closed when there is still a matter of money at issue? 

  Customer Answer

  Date: 07/19/2024

  This was my response to Star Casualty's explanation and is part of your file - why was it ignored?

  Complaint: 21938319
  
  I am rejecting this response. Unfortunately Star Casualty continues to misinform and twist the actual facts. This claim is based on a subrogation demand back to Progressive since their insured did not have the coverage. Again the customer MUST be made whole as if no accident had occurred. Its bad enough that Star Casualty tried to force my son into a car that likely would have been dangerous to drive give the structural integrity damage which never would have been the same and is known to be factual = safety is not a concern and no amount of guarantee repair can cover if there is a safety issue once the car is in our possession no liability. Star Casualty deploys a dilatory technique: they ignore all contact and push the customer to their preferred shop in order to speed through the process unbeknownst to the customer. In this manner they can dispatch with the claim problem. They misinform, lie, and use gaslighting techniques to make the customer believe they are in the wrong. No matter how many times you call the adjusters they do not call back or communicate. They then call you on the phone but actually never put anything in writing. They bounce you between the repair shop so that the multiple miscommunications tired out the customer who is desperate to get their car back. It is a barrage of attempts to wear you down if you in fact challenge them. This very response is inaccurate as I never agreed that it was what was expected. I have emails expressing this concern. 
  If Star Casualty insists on claiming they do not owe my son $695 and will not issue a check, my next complaint will be to the Insurance Commissioner of Florida via appropriate submission. At some point Star Casualty has to be called out and use best practices in their dealings with customers. This is not about being happy its about principle, integrity and not taking advantage of customers who unlike me do not know any different. Luckily my son had me to assist and advocate on his behalf. 
  I expect that my son will receive a check in the amount of $695 by next week or I will submit a complaint as I am sure Star Casualty skates on the edge of violations. 
  Thank you,
  ********************************

• Initial Complaint

  Date:04/27/2024

  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.

  Star Casualty underwrites my auto insurance. Star Casualty failed to send me notification of cancelation to my policy and/or any other pertinent billing/renewal dates. State law says they must send me notification of cancelation even if due to non payment. I currently receive mail at my address and have been receiving mail there for several years; the company did not send me any notification of billing/future bills, renewal dates and/or cancelation, as they were supposed. The purpose behind this is to prevent cancelation, as many consumers do not memorize specific dates for bills. From the beginning of my business relationship with them, I have only received auto identification cards and no other documents and/or communication from them. To my knowledge, this is not only a violation of state law but also too considered breach of contract.

  Business Response

  Date: 04/29/2024

  This will acknowledge receipt of the above captioned consumers request for assistance filed with your office.

  
  ******************** purchased a Star Casualty policy via ******** Insurance on 8/8/23, to be effective on 8/11/23. The agent provides the policyholder at the point of sale with a copy of the declaration page and ID cards.
  On 12/28/23, a renewal package was mailed to the last known address on file.
  On 1/22/24, the renewal invoice was also mailed to the last known address on file.
  On 2/12/24, a cancellation notice was mailed for non-payment of renewal premium again to the last known address on file.
  For your convenience, a copy of the renewal package with date modified (date of mailing), a copy of the renewal invoice with date modified (date of mailing) and copy of the cancellation notice with date modified (date of mailing) is attached.
  The policy has been cancelled since 2/11/24 and is no longer eligible for reinstatement.
  Please do not hesitate to contact me should you require further information.

  Business Response

  Date: 04/29/2024

  The mailing date of the notice of cancellation attached.

   

  Thank you.
  

  Business Response

  Date: 04/30/2024

  This will acknowledge receipt of the above captioned consumers request for assistance filed with your office.

  
  ******************** purchased a Star Casualty policy via ******** Insurance on 8/8/23, to be effective on 8/11/23. The agent provides the policyholder at the point of sale with a copy of the declaration page and ID cards.
  On 12/28/23, a renewal package was mailed to the last known address on file.
  On 1/22/24, the renewal invoice was also mailed to the last known address on file.
  On 2/12/24, a cancellation notice was mailed for non-payment of renewal premium again to the last known address on file.
  For your convenience, a copy of the renewal package with date modified (date of mailing), a copy of the renewal invoice with date modified (date of mailing) and copy of the cancellation notice with date modified (date of mailing) is attached.
  The policy has been cancelled since 2/11/24 and is no longer eligible for reinstatement.
  Please do not hesitate to contact me should you require further information.

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21634578
  
  I am rejecting this response because:
  The documents submitted show no proof of mailing. These types of documents are often auto-generated by internal company platforms and it still takes manual labor to mail them. I never received them; & there's no proof they sent them out. In addition - I don't believe their notification cycles adhere to the revised statute(s) regarding auto insurance/cancelation/regulatory standards for the state of Arizona & their respective timeframes. There is a property manager at the address listed on the policy who is willing to speak on behalf of not being mailed these documents from Star Casualty, as mail is divided into individual mailboxes by said person. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/01/2024

  The renewal documents were sent to the last known address and was not returned by the post office. We have submitted proof of the mailing. This individual has disclosed that he was involved in a claim after the policy cancellation hence the reason for his debate that he did not receive the renewal. Furthermore, he had a change of address and failed to notify us or is agent.

  Business Response

  Date: 05/01/2024

  The renewal documents were sent to the last known address and was not returned by the post office. We have submitted proof of the mailing. This individual has disclosed that he was involved in a claim after the policy cancellation hence the reason for his debate that he did not receive the renewal. Furthermore, he had a change of address and failed to notify us or is agent.

  Business Response

  Date: 05/01/2024

  Attached is a copy of the proof of mailing for our Arizona policies mailed date 12/28/23, the renewal package offer sent to ***********************************. Please do not share this sensitive/personal information with ******************** as this includes other policyholders information that must be protected.

  We appreciate your cooperation in this matter.

  Thank you
  

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21634578
  
  I am rejecting this response because: The proof of mailing appears fraudulent, as the company has claimed the dates in which they sent out required mailings now conflict with what is posted in the document in their most recent response. This proof has been downloaded and archived by me for future reference. I believe I can establish that we can not rely on this company for goodwill, or an actual representation of the events that have transpired that led me to submitting this claim. The representative I spoke to from Star Casualty on my third call to the company was named *******, in which she accused me of being in an accident after the renewal date and quote "that I am now trying everything in my power to get coverage for the accident I had after the lapse in coverage, otherwise I would have just bought different insurance". 
  
  At this point, I have decided to move forward in the litigation process. I will be asking the company for (but not limited to) the difference in insurance quotes, the cash value of the penalty that will apply to my insurance history when soliciting insurance, court costs & attorneys fees where relevant. You can close this case. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/06/2024

  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.

  I was involved in an automobile accident on June 11, 2023, with a driver insured by Star Casualty. The other driver was found at fault, and I started working with Star Casualty for my car's repair. Getting in touch with the Insurance and an adjuster was almost impossible. When I was finally contacted by the adjuster, I was told to rent a car and that my rental would be reimbursed. Time passed waiting for the adjuster to visit and to issue a check so I could take my car to their preferred shop for repairs. It was a very difficult process to work with the adjuster and getting calls returned. Their recommended shop also did not have the capacity to take my car immediately. My car sat over 45 days in the parking lot waiting for the shop to send a tow truck and waiting for the insurance check. Throughout this time, I had to pay out of pocket for the rental even though the delays were squarely the fault of the insurance and their suggested shop. I incurred additional rental charges until my car was fixed and ready for pick up on September 9, 2023. I have reached out to Star Casualty Insurance, the adjuster, ******, who told me to send all the paperwork so the insurance could reimburse the rental. The paperwork was originally sent back in September when I finished with the rental and again faxed on November 17 at the adjuster's request. To-date, I have not received reimbursement for my rental. I have called Star Casualty several times and they do not connect me the adjuster. Additionally, I have tried visiting their 8th street location and it is closed.The charges incurred for the prolonged rental were as a result of the insurance and shop delay. The charges are listed below: $840.53 on June 12, 2023 ******** on August 8, 2023 ****** on September 9, 2023, for a total of $2,571.66 My insurance case number is 2023-9000-4337 I appreciate your assistance in resolving this issue.

  Business Response

  Date: 04/16/2024

  Please be advised that we have now received the rental invoices from the complainant and payment has been made today to resolve this matter.

• Initial Complaint

  Date:03/26/2024

  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.

  My vehicle was hit by someone insured by Star Casualty Insurance Company on 11/22/2023 Claim # ************. I immediately filed a claim the following day day and the adjuster did not come out until 12/18/2023. The initial check was mailed out 12/26/2023 and I received it 01/08/2024. I brought my car in the next day to the body shop. The body shop requested a supplement within one week after parts were removed and more damage was found. The check was not mailed out until 2/5/2024 and once received it was several hundred dollars short of the needed amount. Both myself and the body shop called multiple times a week and sent emails and were met with no reply or customer service unable to resolve the issue. The adjuster ************************* is never available to take calls and customer service claims they can not contact any form of management. I am not sure how this is possible but it really feels intentional. **************** filed 10+ escalation requests over the course of a month where I was promised a call from supervision/the adjuster and this never happened, not one phone call. On 3/14/2024 ***** at customer service informed me another supplement check was mailed out for exactly $5,000.00 but when received a week later it is for $98.09. This is way short of the needed amount for the repairs and I have spent approximately $2,700 on a rental car at this point out of my own pocket. I have been without my car for 77 days as of writing this and the accident occurred over 5 months ago. Star Casualty Insurance Company has been provided sufficient evidence for all needed repairs and the body shop has even reduced their hourly rates in an attempt to work with this company yet a resolution still has not happened. This is highly disappointing and unacceptable. If I can not talk to management and customer service can not resolve the issue I am not sure what the appropriate next steps could be.

  Business Response

  Date: 04/01/2024

  Please be advised that we have spoken to ******************** and have made the final payment for the repair to his vehicle. We have explained the rental vehicle process to him as well. The only thing we are waiting on is for the repair shop that he chose to finish the repair of his vehicle. We would then be in a position to address the rental vehicle claim.

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21491489
  
  I am rejecting this response because: Prior to the 10 day requirement of accepting/rejecting the response, I have not been issued a full refund for my rental vehicle. This is putting stress on my finances since I am out thousands of dollars and the receipts for the rental vehicle were submitted last Friday, 4/5/2024. This process has taken 6 months and needs to be resolved immediately. This is the last step and needs to be expedited after I took on the financial burden of paying for the rental vehicle up front.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/12/2024

  Please be advised that the requested information has now been received and he was paid in full for his rental vehicle. The check was issued today and will be mailed to his address.

• Initial Complaint

  Date:03/22/2024

  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.

  Star casualty case number 2023-6419 I was involved in a car accident the first week of November 2023 with my 2 children in the vehicle, in which the other driver was insured by star casualty, they admitted fault, my car was totaled along with other expenses incurred for belongings and injuries ( to include child car seats which the police said needed to be replaced, because they were in an accident. Star casualty paid for the vehicle, said they are reviewing other expenses, totaling around $4000, this was back in December when all receipts were sent, and now no one will respond, i have asked my father to help and he has called customer service at least 7 times and each time they say no one is available and they will escalate it to management and will get back to me in 24 hours, they have never responded. Request BBB help in having company respond to requests. Thanks

  Business Response

  Date: 03/25/2024

  Please be advised that this matter has been settled to the satisfaction of the complainant. He is in agreement with the settlement amount and a check has been issued and sent to his attention to bring this matter to an amicable conclusion.

• Initial Complaint

  Date:03/19/2024

  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.

  Tengo un problema grave con mi seguro d auto (Star Casualty Insurance Company) me siento estafado y robado,son la peor empresa d seguro de auto q he tenido Yo les pago el seguro mas caro q ellos ofrecen, este seguro no debera d brindar servicio ya q no cumplen con el contrato con sus clientes no tienen tica profesional Tuve un accidente hace 8 meses y mi carro est roto an en un body shop por mal trabajo del seguro Se demoraron 1 mes para venir a ver el auto me mandaron al cabo d 1 mes y medio un cheque de 6.400$ dlares del estimando y el taller compr piezas para la reparacin y hizo la revisin, le mando los suplementos al seguro q era aproximadamente d unos 7.000$ y ellos solo aprobaron un cheque d 2.080$El taller les mando varias veces ms el suplemento d los q no haban aprobado y los llamo para q fueran otra vez a el body shop para ver el auto y fueron al **** d los 4 meses Cuando el taller fue a cobrar el cheque declin estaba cancelado por el seguro llame al seguro y me dijeron q le iban a dar perda total al auto despus d 8 meses Y yo mes a mes segu pagando sus servicios y mi letra al ****** El auto lleva 8 meses en en taller no quieren pagarle el tiempo q estuvo mi auto ah quieren q el taller les reembolse los 6.400$ q ya se gastaron en piezas hace 8 meses atrs y quien q el taller se queden con el auto obligado como pago del estoraje Y a mi me llamaron y me estn descontando los 6.400$ del estimando Pongo este resea a Star Casualty Insurance Company para q no contraten sus servicios deberan d qutale la licencia a esta compaa por incumplir sus contratos

  Business Response

  Date: 03/26/2024

  Please be advised that we have spoken to the customer and he wishes to withdraw the complaint against Star Casualty. He is working with his attorney to get his vehicle back from the body shop, ******* Body Shop. **************** was going to originally have his vehicle repaired there so we issued a two party check to our insured and the body shop back in August of 2023. That check was cashed but the work was not done. **************** would like to take it to another body shop but ******* Body Shop will not return the funds so **************** is seeking legal counsel to do so.

  Customer Answer

  Date: 03/26/2024

  
  Complaint: 21454668
  
  I am rejecting this response because:
  
  Sincerely,
  
  **************************************

  No tengo en cuanta retirar mi queja hasta q no encuentre una solucion a mi problema mi abogado est trabajando en el
  Caso. El cheque del estimado se envi al body shop pero faltaban suplementos en el cual faltaba el dinero d un catalitico y el cual nunca se le envi su pago y despus se intento cobrar el nico cheque d un suplementos y el cheque rebot y despus de ms de 8 meses decidieron darle prdida total al auto,el body chop y el seguro no han tendi tica de empresa a empresa para ponerse de acuerdo con ese dinero q hay d por medio y quieren q sea yo el q est en el medio de la mala comunicacin entre ambos perjudicndome a mi sus decisiones 

  Business Response

  Date: 04/12/2024

  We have spoken to the complainant on multiple occasions to let him know we are trying to work with him, but his attorney will not answer our phone calls. 

  This complaint is unwarranted as it's a 2nd complaint from the same person and we've made over 50 phone calls trying to get it resolved but we cannot do so when the complainant's representative chooses not to engage in a phone call.