Business Profile

Auto Insurance

Pearl Holding Group, Inc.

Headquarters

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Complaints

This profile includes complaints for Pearl Holding Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

263 total complaints in the last 3 years.
95 complaints closed in the last 12 months.

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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:06/14/2023
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 got in a car accident 04/18/2023 almost 2 months ago and my car still hasnt been fixed. My adjuster hasnt been responding to my calls, voicemails, emails. I need my car to be repaired.
Business Response
Date: 06/14/2023
Pearl Holding Group
P.O. Box 452799
*******, ** 33345-9966
_________________________________________________________________________________________
Date: June 14, 2023
DISPUTE RESOLUTION SUPERVISOR
BETTER BUSINESS BUREAU
SERVING SOUTHEAST *******
****************************************
***************, ******* 33407

RE:      Claim No                     :           S3341956-01-70 COLL
            Our Insured Name      :           *************************
            Case No.                      :           ********
            Your File Name           :           ***************************

Dear Sir/Madam:

I must respectfully submit that Ocean Harbor has paid 100% of the known related damage to **************** vehicle of $1,800.27, less a $500 deductible, for a net of $1,300.27 regarding this loss, based on our enclosed estimate of the damage to **************** vehicle caused by this accident. Enclosed is a copy of our check for $1,300.27 issued on 05/24/23 to **************** shop of choice at his direction.
We explained to **************** our supplement procedures and encouraged him to take his vehicle to the shop of his choice and present a copy of our estimate, and we would deal with the shop on any necessary, additional damage that is related to this loss found upon tear down of the vehicle. We advised him that,if supplemental damage was found, the shop should fax or email ** a supplement for our review. Upon receipt, we would determine if a re-inspection of the vehicle is necessary. We never received a supplement to date.

We advised **************** that we pay to repair or replace all damage to his vehicle related to the loss with like, kind and quality parts, which includes the reasonable and customary labor cost associated with the repair and/or replacement of same. Under the terms and conditions of his policy with Ocean Harbor, we can replace damaged parts with like, kind and quality, if available. O.E.M. parts are not called for under the policy when like, kind and quality are available. This can be found under Limit of Liabilityin Part IV - Coverage for Damage to "Your Covered Auto". If he chooses to have his vehicle repaired using OEM parts, he may do so and pay the difference. He was provided a copy of the estimate with a complete breakdown of all charges for parts, labor and materials as can be determined prior to tear down. The labor rates shown in our estimate are the usual and customary charged in his area for the repairs needed to his vehicle. Our estimate is an accurate depiction of damages and appropriate repairs. If his shop of choice refuses to accept these labor rates, he can select another shop that will adhere to these rates, or he may have the vehicle repaired at the shop of his choice and pay the difference.

Respectfully,

*****************
Claims Manager
***********************
Customer Answer
Date: 06/14/2023

Complaint: 20183934

I am rejecting this response because: I wasnt aware that the money was already sent to the body shop. The body shop took pictures of my car and I signed a paper saying they can fix it before even knowing the cost and how much the insurance was willing to cover. When my adjuster presented that option I let her know that I wanted the check personally and that I would have someone I know take care of it. That money was not supposed to be released without me signing all the paperwork she sent me in the email. The email states that if I didnt complete that paperwork the money would be sent to me within two days and it was not. I have the emails attached.

Sincerely,

***************************
Business Response
Date: 06/16/2023
Pearl Holding Group
P.O. Box 452799
*******, ** 33345-9966
_________________________________________________________________________________________
Date: June 16, 2023
DISPUTE RESOLUTION SUPERVISOR
BETTER BUSINESS BUREAU
SERVING SOUTHEAST *******
****************************************
***************, ******* 33407

RE:      Claim No                     :           S3341956-01-70 COLL
            Our Insured Name      :           *************************
            Case No.                      :           ********
            Your File Name           :           ***************************

Dear Sir/Madam:

I must respectfully submit that payment was made to **************** shop of choice upon receipt of the enclosed,signed Direction to Pay the shop.

Since **************** did not have the repairs done at the shop, we are re-issuing a check payable to him. Enclosed is a copy of the check issued today for $1,300.27.

Respectfully,

*****************
Claims Manager
***********************
Customer Answer
Date: 06/16/2023

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. I will be waiting for the check. If not received I will be reaching out again.

Sincerely,

***************************
Initial Complaint
Date:06/06/2023
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.
I just bought my range Rover 2019 April 28,2023. My first payment was not due until May 15th when a man from the outer two lane left turning signal decided to make a u-turn and crash my truck as I was in the inner left turning lane. I got an estimate of $6100 from Range Rovers body shop and Pearl Holding want to send me to body shops two hours away. The only body shop close to me that they referred is one that is run down in *************** area with numerous of broken down cars where it looks as if parts come from those cars. They sent me an estimate of *******. It isn't fair that my new truck is ruin and I must come up with $3000 more because their insured hit me. I can't control them insuring one that doesn't understand how to drive in the **! I am thinking of seeking legal help because I've reached out to *********************** ext **** with No response. How do I seek legal assistance? How do these insurance companies get to say where u go. My car was not ever in an accident. I have never been in one until this person hit me. My arm was and still is hurting and I didn't even go back to the doctor. I just want my car fix. My lights are on because he broke my windshield wiper fluid hose. It feels like it's an old car that I got to make payments for the next 7 years for a beat up truck. The labor on this car for maintenance is $270 an hour despite this accident. So $******* is not enough to replace my bumper and the other ins and outs and maintenance.My truck was nice. I want it done right with the correct parts, no off brand and painted well.
Business Response
Date: 06/07/2023
PEARL HOLDING GROUP
P.O. Box 452799
*******,** 33345-9966
_________________________________________________________________________________________
Date: June 7, 2023

DISPUTE RESOLUTION SUPERVISOR
BETTER BUSINESS BUREAU
SERVING SOUTHEAST *******
****************************************
***************, ******* 33407

RE:      Claim No                     :           S3350076-02-78 PD
            Our Insured Name      :           *****************************
            Case No.                      :           ********
            Your File Name           :           *****************************

Dear Sir/Madam:

Ocean ********************** Casualty accepts 100% of the liability and property damage to Ms. ******* vehicle regarding this loss. Enclosed is a copy of our offer and release in the amount of $3,330.84 sent to **************** on 05/25/23 for the damages to her vehicle caused by this loss, based upon the enclosed estimate of same.

Upon receipt of the signed Property Damage Release, payment will be made.

*************** was provided a copy of the estimate with a complete breakdown of all charges for parts, labor and materials. Our estimate is an accurate depiction of damages and appropriate repairs as can be identified, prior to tear down. We explained to **************** our supplement procedures and encouraged her to take her vehicle to the shop of her choice and present them with a copy of our estimate; and we would deal with the shop on any necessary,additional damage that is related to this loss. We advised her that, if supplemental damage was found upon tear down of the vehicle, the shop should fax or e-mail us a supplement for our review. Upon receipt,we would determine if a re-inspection of the vehicle is necessary. We do not require her to repair the vehicle at one of the listed shops shown on our mitigation letter; however, all those shops will do the work based on the estimate we provided.

We advised **************** that we pay to repair or replace all damage to her vehicle related to the loss with certified replacement parts, which includes the reasonable and customary labor cost associated with the repair and/or replacement of same. Under the terms and conditions of our insureds policy with Ocean **********************, we indemnify her for the amount that she is legally responsible for under tort law. By ******* tort law, our insured is liable for the cost of certified replacement parts only, not OEM parts, unless certified replacement parts are not available.  In this case, certified replacement parts were not available; therefore,we used OEM parts in our estimate. Regarding the labor rates, the labor rates shown in our estimate are the usual and customary charged in Ms. ******* area for the repairs needed to her vehicle. If her shop of choice uses labor rates that are higher than the usual and customary rates in her area;then she can choose a different shop that would adhere to our rates, or she can have her shop repair her vehicle and she would be responsible for paying the difference.

We believe that our offer is fair and reasonable and covers the total known damages at the time of our initial inspection to his vehicle caused by this loss.

Respectfully,

*****************
Claims Manager
**********************
Initial Complaint
Date:06/05/2023
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.
SCAM COMPANY -Steals ur money / does not protect u - all of the reviews and complaints are the same / my car was wrecked 9 weeks ago !! Still nothing - they are being very difficult- RUDE - zero professionalism. They tried to TOTAL MY CAR OUT over a door !! This company is a rip off. Full coverage and i dont have a rental - i have to spend money to Uber and my car has been sitting at a collision center for days - this company needs to be reported and SHUT DOWN
Business Response
Date: 06/06/2023
Pearl Holding Group
P.O. Box 452799
*******, ** 33345-9966
_________________________________________________________________________________________
Date: June 6, 2023
DISPUTE RESOLUTION SUPERVISOR
BETTER BUSINESS BUREAU
SERVING SOUTHEAST *******
*******************************************>***************,******* 33407

RE:      Claim No                     :           E3340230-01-99 COLL
            Our Insured Name      :           ***************************
            Case No.                      :           20144625
            Your File Name           :           ***************************

Dear Sir/Madam:

Please be advised that Equity has deemed **************** vehicle to be a Total Loss. The Total Loss value of her vehicle is based upon the enclosed CCC Report of $11,020, including sales tax and tag transfer fee, less a $1,000 deductible, for a net of $10,020. Our offer would be for 100% of this amount, provided that a lien free title can be provided upon promise of payment. Under the terms and conditions of **************** policy, Part IV-Coverage for Damage to Your Covered Auto, Page 15, Limit of Liability, Section D., she is entitled up to $300 reimbursement for towing and storage.

Regarding the value of the vehicle, the CCC report is a report that is standard in the industry and has been recognized by insurance companies as a tool to determine the true market value of the vehicle. ************** of ********* Services has accepted its use as a tool for insurance companies to determine the market value of a Total Loss. ****************** vehicle is a 2008 Lexus RX 350 AWD. The CCC evaluation is a fair representation of the value of **************** vehicle, as the CCC report takes into account all recent sales.

As stated above, **************** policy is subject to a maximum of $300 for storage and towing. From the onset of this claim, which was reported on 04/11/23, she was informed of our storage procedures, and we had offered to move the vehicle to a storage free facility without charging her for the tow. In addition, on 04/19/23, we sent the enclosed Stop Storage letter, which explains our storage procedures and the maximum limit of $300 for storage and towing, as well as offering again to pick up the vehicle and bring it to a storage free facility without additional cost to our insured.

Statute ******, as modified on 07/01/14, states that a motor vehicle shall not be considered a Total Loss if the insurance company and owner of the motor vehicle agree to repair, rather than replace, the motor vehicle. We do not agree to repair the motor vehicle. ************* must surrender her rights to retain her vehicle in accordance with State Statute. The vehicle is not repairable. The total necessary repairs to make the vehicle roadworthy are more than 80% of the value of the vehicle. In accordance with Statute ******, the insurer, Equity, must apply for a Certificate of Destruction and/or a Salvage Title. Equity is unwilling to apply for the Title in its name without having possession of the vehicle (as it is a dangerous instrument). If she chooses not to surrender her vehicle, alternatively, Equity is willing to accept a Contract to Repair for $7,992.77. We must receive a full and final contractual agreement to repair the vehicle, which guarantees the complete repairs to the vehicle.

Upon providing us with a full and final contractual agreement to repair the vehicle at an amount in which we all agree to, with a viable repair facility that is willing to enter into said agreement for complete repairs to the vehicle at the agreed upon amount,we will settle as a repair with said agreement for a contract price with the repair facility and deduct the $1,000 deductible in our settlement. Upon the contract of repair at the contract price being met and upon obtaining possession of the contract executed by both the repair facility and ************** and upon receiving the executed enclosed Proof of Loss, payment will be made.

Case No.                      :           20144625
Your File Name           :           ***************************

If ************** cannot provide us with a contractual agreement, we must obtain possession of her vehicle.

Upon obtaining possession of **************** vehicle, with keys, and procuring the Total Loss documents, a lien-free Title, and the executed Proof of Loss, we will issue payment.

Should ************** find our assessment to be unacceptable, we are invoking the appraisal clause of the policy. Our appraiser will be ***************************, Equity. **************** is an employee of Pearl Holding Group, the managing general agent of Equity. If she chooses to do so, she must select an appraiser and have said appraiser contact **************** at ************** in order to select an umpire. She received a copy of her policy at inception of her coverage, in which, she will find the Appraisal clause under Part IV Coverage For Damage to Your Covered Auto.

Respectfully,

*****************
Claims Manager
***********************
Initial Complaint
Date:05/22/2023
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 4/21/23 I was involved in a hit and run with a crime while on vacation. I immediately contacted my local office who told me to contact the claims ****** which I did, once I could get through. In the midst of everything, I had to contact the local office again, just to get a rental with Enterprise. The lady I spoke to spoke to Enterprise rep and advised I did have rental although not transferrable to another state. I paid ****** for a rental just to get home, to which weeks later when I need to turn in receipts for compensation, I am then told I dont have any rental coverage, after the rep confirmed to another company that I did. My car was illegally obtained by this insurance company on 4/27/23. The adjustor assigned to my case, ***************, was rude, unprofessional, once I asked for her calls to be reviewed, due to her calling me a liar, over details of options on my car, I started speaking to her supervisor, **************. ************* advised me after I told him his company illegally picked up my car, per Georgia Law, that my attny told them to pick it up on 4/27. On 5/22/23, after *************, sent me illegitimate documents for the *** on my car, he advised they had no legal document to pick up my car, that it was done on a phone call, per their reps ****** Under Georgia law, a written and notarized letter by the owner, (me), has to be provided for vehicle to be released, They have debited my account in the amount of ******, (5/21/23) for a car they deemed totaled, and are refusing to pay the actual *** of my Dodge Challenger, which I have also sent them documentation of only 9 of these cars being produced the year my car was with the color code, that was discontinued after that year. They have stolen my car and now refuse to pay the *** or produce said car to me, along with stealing money out of my banking account, and lied to myself and another company regarding my coverage. I have been with this company for 7 years just to have them change or lie about coverage.
Business Response
Date: 05/23/2023
PEARL HOLDING GROUP
P.O. Box 452799
*******,** 33345-9966
_________________________________________________________________________________________
Date: May 23, 2023
DISPUTE RESOLUTION SUPERVISOR
BETTER BUSINESS BUREAU
SERVING SOUTHEAST *******
****************************************
***************, ******* 33407

RE:      Claim No                     :           S3342543-01-73 COLL
            Our Insured Name      :           *****************************
            Case No.                      :           20092259
            Your File Name           :           *****************************

Dear Sir/Madam: ********* must respectfully submit that Ocean Harbor has deemed Ms. ******** vehicle to be a Total Loss. The value of Ms. ******** vehicle is $28,729.09,which includes sales tax and tag transfer, based on the enclosed CCC Report. We sent our offer on 05/18/23 for 100% of this amount, less a $500 deductible, and less $480 of storage and towing fees above the policys $300 provision for same, for a net of $25,978.89. Under the terms and conditions of Ms. ******** policy, Part IV-Coverage for Damage to Your Covered Auto, Page 15, Limit of Liability, Section D., she is entitled up to $300 reimbursement for towing and storage.

Regarding the value of the vehicle, the CCC report is a report that is standard in the industry and has been recognized by insurance companies as a tool to determine the true value of the vehicle. The ********** of ********* Services has accepted its use as a tool for insurance companies to determine the value of a Total Loss. The CCC report has already adjusted their comparables to that of Ms. ******** vehicle, taking into account all recent sales. The vehicle is a 2019 Dodge Challenger GT RWD. The CCC Evaluation Report provides a fair determination of the actual cash value of the vehicle prior to this loss.

As stated above, Ms. ******** policy is subject to a maximum of $300 for storage and towing. From the onset of this claim, which was reported to us on 04/23/23, ****************** was informed of our storage procedures; and we had offered to move the vehicle to a storage free facility without charging her for the tow. In addition, on 04/28/23, we sent our Stop Storage letter, which explains our storage procedures and the maximum limit of $300 for storage and towing, as well as offering again to pick up the vehicle and bring it to a storage free facility without cost to our insured. We would have been unable to pick up the vehicle had the storage facility, where ****************** had her vehicle towed, not received a signed release from ******************, allowing ** to pick it up. As we were able to pick up the vehicle from that facility, it is obvious that ****************** signed the release. We picked up the vehicle on 05/01/23 and paid $780 to pick up the vehicle of which we are responsible for $300 per contract;thus, $480 was deducted from settlement.

Once we receive the Total Loss documents, the Title, and the executed Proof of Loss, we will issue payment.

Should ****************** find our assessment to be unacceptable, we are invoking the appraisal clause of the policy. Our appraiser will be ***************************, Ocean Harbor. *************** is an employee of Pearl Holding Group, the managing general agent of Ocean Harbor Casualty. If ****************** chooses to do so, she must select an appraiser and have said appraiser contact *************** at ************* in order to select an umpire. ****************** received a copy of her policy at inception of her coverage, in which, she will find the Appraisal Clause under Part IV-Coverage For Damages to Your Covered Auto.

Case No.                      :           20092259
Your File Name           :           *****************************

There is no rental coverage on Ms. ******** policy, see Declarations Page, so no coverage will be afforded for same.

Respectfully,

*****************
Claims Vice President
**********************
Customer Answer
Date: 05/25/2023

Complaint: 20092259

I am rejecting this response because: Here is the proof I never signed anything to pick my car up. According to Ocean Harbor supervisor ****** &****** "called" in for it. Yet they were never involved in my personal property claim, so legally they couldn't give any information regarding property damage claim.
This furthermore proves Ocean Harbor has legally stolen my car in turn trying to force me to settle for less than ACV
Sincerely,

*****************************
Business Response
Date: 05/25/2023
As previously stated, we could not pick up the vehicle unless it was released. That is between ****************** and the facility where her vehicle was being stored.
Customer Answer
Date: 05/27/2023

Complaint: 20092259

I am rejecting this response because:
Once again, you said I signed to release it, I've provided proof it was then stated in a phone call that ****** and ****** released it, now it's the tow company release it so I had to. No, not true, nor acceptable. Show me and BBB the actual documentation where I signed a notarized letter stating I did. Fact is, you can't because I never signed anything.
This company is trying to force me to accept a lower ACV, and i refuse to do so due to bad faith laws set in place by ** law. They can not provide proof where i signed a legal document and thats all there is to it. Did the tow company do the same, absolutely and I am legally dealing with that as well but it's a different state. So not only did ocean harbor break the law in 2 states, but can't produce documents to back it up and make it right. If IAA scripting hasn't changed, one of the main questions asked is has the vehicle been released by the owner, when at a storage facility. I should know, I wrote it for them back in 2013, when I worked in dispatch
Sincerely,

*****************************
Initial Complaint
Date:05/15/2023
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.
My car was lost in the flood that occurred the week of 04/10/23. I have kindly, gently, and routinely contacted Pearl Holding Group on a daily basis via phone calls and text messages to try to ascertain the status of my car and the claim. I have lost over 32 hours at work between the date of the car loss and today, trying to call or make contact with anyone at the company, trying to visit the physical office after being completely ignored for several weeks, and literally losing sleep due to the trauma left after experiencing the flood. I was displaced from home for 2 full days due to the flood. On Wednesday 04/13th, my car stalled out at work (I work right next to the *** airport which was underwater for several days following the flood), until 6 am the next morning. I tried to walk home over the highway overpass because a plethora of cars were stalled out and water was knee-high in most places. My residence lies in the center of the red zone during the flood and it became apparent the way way I could make it home would be to swim there, which was not an option. Since then, Pearl Holding Group has made it extremely difficult for me. No one came to pick up my car for more than a week, they couldn't find where my car was located after it was towed, I do not have access to a rental, and no one has communicated back anything to me regarding this issue... also I have never missed a payment on my full coverage plan. I cannot continue this neglect any longer, I have endured this long enough and I need a resolution. I tried resolving it in person, but their actual office address online was fake. They refuse to remove that old address, for some reason, off their website. And when I went to their "calling center" in Heron Bay, I was turned away and told no one could help me print the documents from my claim, even though that was all I was asking for. I am writing to ask for assistance in resolving this claim since the company has stopped communicating with me.
Business Response
Date: 05/15/2023
PEARL HOLDING GROUP
P.O. Box 452799
***************************
_________________________________________________________________________________________
Date: May 15, 2023
DISPUTE RESOLUTION SUPERVISOR
BETTER BUSINESS BUREAU
SERVING SOUTHEAST *******
****************************************
***************, ******* 33407

RE:      Claim No                     :           E3340471-01-1850 COMP
            Our Insured Name      :           *********************************
            Case No.                      :           20058953
            Your File Name           :           *********************************

Dear Sir/Madam: ********* must respectfully submit that Equity has deemed Ms. ********* vehicle to be a Total Loss. The value of Ms. ********* vehicle is $12,756.57,which includes sales tax and tag transfer, based on the enclosed CCC Report. We sent our offer today for 100% of this amount, less a $1,000 deductible, for a net of $11,756.57.

Regarding the value of the vehicle, the CCC report is a report that is standard in the industry and has been recognized by insurance companies as a tool to determine the true value of the vehicle. The ********** of ********* Services has accepted its use as a tool for insurance companies to determine the value of a Total Loss. The CCC Evaluation Report provides a fair determination of the actual cash value of the vehicle prior to this loss. The vehicle is a 2017 ****** Corolla LE, with over ******* miles on the odometer.

Once we receive the Total Loss documents, the Title, and the executed Proof of Loss, we will issue payment.

This is a flood claim; therefore, we had to do a diagnostic test to determine if there were signs of water incursion in the engine, oil and air filter. Flood estimates require diagnostics in order to provide accurate results of the related damages. We needed to have a shop with the proper machines to do a diagnostic. IAA, our towing and storage facility, picked up Ms. ********* vehicle so that we could have the proper diagnostics performed and avoid additional storage charges and avoid further damage.

For the flood claims we are currently experiencing, we have shops going out to estimate the damages. Prior to their going out, we have IAA, our towing and storage facility, cleaning, drying and disinfecting the cars they bring in and also sending appraisers out. Flood estimates require diagnostics in order to provide accurate results of the related damages, that is why we prefer to send shops. Appraisers typically do not have the proper machines to do a diagnostic.

There is no rental coverage or loss of income for a comprehensive loss on Ms. ********* policy so no coverage will be afforded for same.

Respectfully,

*****************
Claims Vice President
**********************
Initial Complaint
Date:05/13/2023
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.
I want to be refunded for the months I have been paying for road since assistance today I lost my job of road side assist. I called them at 10:00am est and add to keep calling. They scheduled me with 5 different people and no one still showed. I then got a call from **** at 6pm est telling me he can find nobody fo service my car and that I would have to call back tomorrow morning. This is the worst insurance company every thus far
Business Response
Date: 06/01/2023
Pearl Holding Group
P.O. Box 451119
*******, ** 33345-1119
*************
____________________________________________________________________________________
May 31, 2023

DISPUTE RESOLUTION SUPERVISOR
BETTER BUSINESS BUREAU
SERVING SOUTHEAST *******
****************************************
***************, ******* 33407

RE:      Policy No                    :           P0500176199-01
            Our Insured Name      :           ***************************
            Case No.                     :           20055884
            Your File Name          :           ***************************

Dear Sir/Madam:

I must respectfully apologize that we were unable to respond to the service call within the timeframe **************** expected, regarding the roadside assistance she sought on or around 05/15/23. We have consulted the providers of this service, Quest, and we are making every effort to assure that this incident does not occur again in the future. The provider of this service, Quest, has informed us that they will reach out to **************** and provide her with a $75 gift card for the inconvenience she experienced. Additionally, we are refunding her the $25 premium she paid for this roadside service, and we will continue to provide her the roadside service coverageuntil the termination of her policy.

We trust this compensates **************** for her loss in this matter. If there is anything else we can do for her, please have her reach out to us.

Respectfully,

*****************
Claims Vice President
***********************

cc:        ***************************
Initial Complaint
Date:05/09/2023
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 got into an accident on 4/19/23. I filed the claim the same day. They assigned an adjuster who doesn't answer calls or emails or messages. They sent someone to take photos of my car on 5/1/23 at 8 am. He sent the photos to the claims ***** I have called on 5/4, 5/5, 5/6, 5/8, and today 5/9 to speak with the adjuster. Left multiple messages. NOTHING. I have left messages with 2 different supervisors, no return calls. I am getting the run around. All I want is for them to process the claim to I can get a check and buy another vehicle since mine is totaled.
Business Response
Date: 05/15/2023
PEARL HOLDING GROUP
P.O. Box 452799
***************************
_________________________________________________________________________________________
Date: May 15, 2023
DISPUTE RESOLUTION SUPERVISOR
BETTER BUSINESS BUREAU
SERVING SOUTHEAST *******
****************************************
***************, ******* 33407

RE:      Claim No                     :           E3340585-01-19 COLL
            Our Insured Name      :           *********************************
            Case No.                      :           ********
            Your File Name           :           *********************************

Dear Sir/Madam:

I must respectfully submit that Equity has deemed ****************** vehicle to be a Total Loss. The Total Loss value of her vehicle is $7,571.93,including sales tax and tag transfer fee, based on the enclosed CCC Report,less a condition adjustment of $480 for major wear and tear to the interior of the vehicle, netting $7,091.93. We have offered,today, 100% of this amount, less a $500 deductible, for a total of $6,591.93, provided that a lien-free title can be provided upon promise of payment. Under the terms and conditions of Ms. ************** Part IV-Coverage for Damage to Your Covered Auto, Page 15, Limit of Liability, Section D., she is entitled up to $300 reimbursement for towing and storage.

Regarding the value of the vehicle, the CCC report is a report that is standard in the industry and has been recognized by insurance companies as a tool to determine the true value of the vehicle. ************** of ********* Services has accepted its use as a tool for insurance companies to determine the value of a Total Loss. The vehicle is a 2014 Chevrolet Captiva Sport Fleet LS2 with major wear and tear to the interior.

As stated above, ****************** policy is subject to a maximum of $300 for storage and towing. From the onset of this claim, which was reported on 04/19/23, she was informed of our storage procedures, and we had offered to move the vehicle to a storage free facility without charging her for the tow. In addition, on 04/26/23, we also sent the enclosed Stop Storage letter, which explains our storage procedures and the maximum limit of $300 for storage and towing, as well as offering again to pick up the vehicle and bring it to a storage free facility without cost to our insured.

Statute ******, as modified on 07/01/14, states that the insurer, Equity, must apply for a Certificate of Destruction and/or a Salvage Title. Equity is unwilling to apply for the Title in its name without having possession of the vehicle (as it is a dangerous instrument).

Once we are in possession of the vehicle, with keys, the Total Loss documents, the Title, and the executed Proof of Loss, we will issue payment.

Respectfully,

*****************
Claims Vice President
**********************
Customer Answer
Date: 05/15/2023

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:05/09/2023
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.
On 2/26/2023 ***************************** ran into my Building with a truck that was insured with Ocean Harbor Ins.Policy #************ .I have tried calling two times and was put on hold for one hour . I sent email on 3/15 2023 with no response.The police report # ******-0013 crash was 2/26/2023 location at *************************************************** Want to file claim for damages to the buiding.Any help would be greatly appreciated . Thank You ***************************
Business Response
Date: 05/10/2023
PEARL HOLDING GROUP
P.O. Box 452799
*******,** 33345-9966
_________________________________________________________________________________________
Date: May 10, 2023
BETTER BUSINESS BUREAU
SERVING SOUTHEAST *******
****************************************
***************, ******* 33407

RE:      Claim No                     :           S3323545-01-8850 PD
            Our Insured Name      :           **************************************
            Case No.                      :           ********
            Your File Name           :           ***************************

Dear Sir/*****:

Please be advised that Ocean Harbor Casualty has not completed its investigation of this loss. This loss occurred on 02/26/23, but it was not reported to ** by the claimant until 05/09/23. We then started our investigation of the claim. We sent out a drivers statement to our insured on 05/09/23 to be completed and returned to **. We need to obtain a copy of the long form police report and/or our insureds description of the loss in order to help determine coverage and liability.

We sent **************** the enclosed mitigation letter on 05/09/23, which informed him of his alternatives to getting his vehicle inspected. We informed him that we will send him a link to snapsheet to send us photos of the damage, or he could bring his vehicle into one of the listed shops shown in the mitigation letter to have the vehicle inspected, or he could provide ** with the location of the vehicle and request an appraiser to inspect his vehicle at the location he provides to **.

As of today, we have not received the necessary information to settle this loss. At such time that additional facts are received which enable ** to make a coverage and liability determination, as well as an evaluation of damages, we will attempt to resolve all claims.

Respectfully,

*****************
Claims Vice President
**********************
Initial Complaint
Date:05/09/2023
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 December 12th, 2022 I was rear-ended at a red light by another person. A police officer came to the scene, the officer spoke to both of **, and the insured was issued a citation. According to the police report, the insured's car was insured with Equity Insurance. On March 10th, 2023, Subrogation Claim # E32Y0892 was initiated by State Farm on my behalf, so that I can be reimbursed the deductible amount I paid to the **************** that fixed my vehicle. For almost 2 months I have been trying to get an update on this case. On April 5th the subrogation adjuster, ******************* (Ph: **********************) acknowledged receipt of my subrogation case and said an investigation would have to be done to determine "IF" the accused was liable for the accident. Her e-mail address: **************************************************** My issue is that since that time, I have reached out 3 times, by phone (leaving voicemail messages), and by e-mal, and I have NOT received any response. I also tried calling different extensions/departments, and either NO ONE answers the phone, or the phone disconnects after I've been on hold fore more than 20 minutes. It is very frustrating, as I am just looking for an update to the case and a timeline by which the investigation will be completed. Any assistance I can get in achieving this would be greatly appreciated.
Business Response
Date: 05/09/2023
Pearl Holding Group
P.O. Box 452799
*******,** 33345-9966
_________________________________________________________________________________________
Date: May 9, 2023
DISPUTE RESOLUTION SUPERVISOR
BETTER BUSINESS BUREAU
SERVING SOUTHEAST *******
****************************************
***************, ******* 33407

RE:      Claim No                     :           E32Y0892-01-1250 PD
            Our Insured Name      :           ***********************
            Case No.                      :           ********
            Your File Name           :           *******************************

Dear Sir/Madam:

Equity accepts 100% of the liability and property damage for Ms. ********* vehicle regarding this loss. Enclosed is a copy of our offer sent on 05/02/23 for $1,355.53, based on State Farms estimate.

We received State Farms subrogation demand on 03/16/23; however, we needed additional supports to settle the claim. We received the necessary information to verify coverage and liability,as well as an evaluation of damages.

Our offer is based upon State Farms estimate, revised using customary and usual labor rates.

Upon receipt of the signed Property Damage Release, payment will be made. State Farm included Ms. ********* deductible in their demand.

Respectfully,

*****************
Claims Manager
**********************
Initial Complaint
Date:05/05/2023
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.
This is my insurance company the issue occurred April 14 I have not gotten help with a new car as of yet I have been out of car for weeks now my car got flooded but the storm we had recently when the flooded occur my car was ******** in my drive way of my home the car is totaled and I got it towed to ****** Corolla company this issurer has not answer phone so I can addressed the issue they are giving me the run arounds etc
Business Response
Date: 05/08/2023
PEARL HOLDING GROUP
P.O. Box 452799
***************************
_________________________________________________________________________________________
Date: May 8, 2023
DISPUTE RESOLUTION SUPERVISOR
BETTER BUSINESS BUREAU
SERVING SOUTHEAST *******
****************************************
**************** ******* 33407

RE:      Claim No                     :           S3241281-01-15 COMP
            Our Insured Name      :           *****************************
            Case No.                      :           20023677
            Your File Name           :           *****************************

Dear Sir/Madam: ********* must respectfully submit that Ocean Harbor has not completed our investigation of this claim.

This was a flood claim; therefore, we must do a diagnostic test to determine if there are signs of water incursion in the engine, oil and air filter. Flood estimates require diagnostics in order to provide accurate results of the related damages. We need to have a shop with the proper machines to do a diagnostics. IAA, our towing and storage facility, has been assigned to pick up ************** vehicle so that we can have the proper diagnosics performed.

We advised ************** that we pay to repair or replace all damage to his vehicle related to the loss with like, kind and quality parts, which includes the reasonable and customary labor cost associated with the repair and/or replacement of same. Under the terms and conditions of her policy with Ocean Harbor,we can replace damaged parts with like, kind and quality, if available. O.E.M. parts are not called for under the policy when like, kind and quality are available. This can be found under Limit of Liabilityin Part IV - Coverage for Damage to "Your Covered Auto". If she chooses to have her vehicle repaired using OEM parts, she may do so and pay the difference. The labor rates shown in our estimate are the usual and customary charged in her area for the repairs needed to her vehicle. If her shop of choice refuses to accept these labor rates, she can select another shop that will adhere to these rates, or she may have the vehicle repaired at the shop of her choice and pay the difference. If the vehicle is a Total Loss, we must obtain possession of the vehicle. Under the terms and conditions of Ms. ************ Part IV-Coverage for Damage to Your Covered Auto, Page 15, Limit of Liability, Section D., she is entitled up to $300 reimbursement for towing and storage.

Regarding rental reimbursement/loss of use, ************** policy does not provide coverage for same under a comprehensive loss; thus, no coverage will be afforded.

Respectfully,

*****************
Claims Vice President
***********************
Customer Answer
Date: 06/01/2023
On April 12,2023 *************** I was currently at my home on it was raining heavy my car was parked in my drive way *************** was currently on flood watch we were flooded for 4 days straight my car was currently unmovable water got inside of my car and reach mid door level during the heavy rain it turned on the car lights and windshield wipers the car has died completely. I had to get a tow company to tow the car to ****** car dealership.****** did a diagnostic test on my car clarifying that the car was total , I contacted my car insurance ocean harbor but they have been giving me the run around stating they sent the car to their mechanic to do another diagnostic still the same result, they sent the car to ********** to a mechanic shop up there trying to put a new engine I denied the request of wanting the car. I have been out of car for month now and half now. This is unacceptable!
Business Response
Date: 06/13/2023
PEARL HOLDING GROUP
P.O. Box 452799
*******,** 33345-9966
_________________________________________________________________________________________
Date: June 13, 2023
DISPUTE RESOLUTION SUPERVISOR
BETTER BUSINESS BUREAU
SERVING SOUTHEAST *******
****************************************
***************, ******* 33407

RE:      Claim No                     :           S3341281-01-15 COMP
            Our Insured Name      :           *****************************
            Case No.                      :           20023677
            Your File Name           :           *****************************

Dear Sir/Madam: ********* must respectfully submit that Ocean Harbor has deemed ************** vehicle to be a Total Loss. The value of ************** vehicle is $18,537.81,which includes sales tax and tag transfer fees, based on the enclosed CCC Report. We sent our offer today for 100% of this amount, less a $1,000 deductible, for a net of $17,537.81.

Regarding the value of the vehicle, the CCC report is a report that is standard in the industry and has been recognized by insurance companies as a tool to determine the true market value of the vehicle. The ********** of ********* Services has accepted its use as a tool for insurance companies to determine the market value of a Total Loss.

This was a flood claim; therefore, we had to do a diagnostic test to determine if there were signs of water incursion in the engine, oil and air filter. Flood estimates require diagnostic tests in order to provide accurate results of the related damages. We needed to have a shop with the proper machines do a diagnostic test.

Upon procuring the Total Loss documents, the Title, and the executed Proof of Loss,we will issue payment,

Regarding rental reimbursement/loss of use, ************** policy does not provide coverage for same under a comprehensive loss; thus, no coverage will be afforded.

Respectfully,

*****************
Claims Vice President
**********************
Customer Answer
Date: 06/19/2023

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,

***************************
Business Response
Date: 06/28/2023
The consumer accepted, not rejected, our last response.

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Pearl Holding Group, Inc. is NOT a BBB Accredited Business.