ComplaintsforPearl Holding Group, Inc.

• Initial Complaint

  11/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is the worst insurance company I have ever seen in my life. My car was hit by one of their policy holders on 11/4/21 and it's been over 3 weeks and nothing has been done. You wait on hold forever to speak to anyone, they do not return your calls or emails at all. They know they are 100% liable for the damage to my vehicle but they are taking their time to get the estimate completed. My car is currently sitting on one of their tow lots waiting for them to clear it for repairs. I have been without a car since 11/4/21 and this company has done nothing to help me. They will not pay for a rental car until my car is in the shop for repairs however, they will not complete the estimate so the car can be towed to the shop. I have sent email and called them everyday since 11/5/21 and no one will get on the phone to talk to me or call me back. I can not afford to pay my deductible to have my car fixed thru my insurance company at this time. I am not working at this time due to the accident caused my their policy holder. I really need help pushing this company to my out the **** so I can get my car repaired and get back to work before the holiday weekend.

  Business response

  12/20/2021

  Business Response /* (1000, 6, 2021/11/29) */ PEARL HOLDING GROUP P.O. Box XXXXXX Sunrise, FL XXXXX-XXXX _________________________________________________________________________________________ Date: November 29, 2021 DISPUTE RESOLUTION SUPERVISOR BETTER BUSINESS BUREAU SERVING SOUTHEAST FLORIDA 4411 BEACON CIRCLE, SUITE 4 WEST PALM BEACH, FLORIDA XXXXX RE: Claim No : S31XXXXX-XX-XXXX PD Our Insured Name : JULIO HERNANDEZ Case No. : XXXXXXXX Your File Name : ****** ******* Dear Sir/Madam: Ocean Harbor Casualty accepts 100% of the liability and property damage to Mr. *******'s vehicle regarding this loss. Enclosed is a copy of our offer and release in the amount of $7,887.84 sent to Mr. ******* today for the damages to his vehicle caused by this loss, based upon the enclosed estimate of same. Upon receipt of the signed Property Damage Release, payment will be made. Mr. ******* 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 Mr. ******* our supplement procedures and encouraged him to take his vehicle to the shop of his 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 him 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. On 05/02/19, we also sent the enclosed letter explaining our procedures regarding hidden damage. To date, We never received a supplement from his shop of choice. We advised Mr. ******* that we pay to repair or replace all damage to his 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 insured's policy with Ocean Harbor, we indemnify him for the amount that he is legally responsible for under tort law. By Florida tort law, our insured is liable for the cost of certified replacement parts only, not OEM parts, unless certified replacement parts are not available. If Mr. ******* chooses to have his vehicle repaired using OEM parts, then he must pay the difference. Regarding the labor rates, the labor rates shown in our estimate are the usual and customary charged in Mr. *******'s area for the repairs needed to his vehicle. If his shop of choice uses labor rates that are higher than the usual and customary rates in his area; then he can choose a different shop that would adhere to our rates, or he can have his shop repair his vehicle and he would be responsible for paying the difference. Regarding rental reimbursement, from the onset of this claim, we explained to Mr. ******* that we pay for rental reimbursement at the rate per diem of a vehicle in his area, which is of comparable size, plus tax and surcharge, if he wishes to rent a car during the repair time of the vehicle. We advised that, under Florida Tort Law, rental reimbursement/loss of use is only reimbursable for the time period while Mr. *******'s vehicle is being repaired and only at reasonable and customary costs. We pay for repair time only. In addition, on 11/05/21, we had sent the enclosed mitigation letter, describing our insured's responsibility to reimburse rental / loss of use expenses. Case No. : XXXXXXXX Your File Name : ****** ******* Under the terms and conditions of our insured's policy with Ocean Harbor, we indemnify him for the amount that he is legally responsible for under tort law. Our insured is legally responsible for the damages incurred to a third party, resulting from an unintentional act by our insured, and said damages are subject to the claimant's mitigation of his or her losses. Respectfully, *** ***** Claims Manager (XXX) XXX-XXXX ext: 170 Consumer Response /* (3000, 8, 2021/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will not sign this release they just sent me on 11/29/21 until I can speak with the adjuster. I have concerns about this estimate and I would like all my questions answered prior to signing anything. I have sent 3 email about my loss wages to the adjuster without any response. I was asked to submit my request in writing which I did on 11/8/21, 11/21/21, and 11/28/21 and still no response. The estimate also stats they will not pay for the decals that are currently on my car that were clearly damaged by their policy holder and will need to be replaced. They are required to put my car back the same way it was prior to my loss caused by their policy holder. Lastly it would be impossible for me to have received a letter explaining their policy and procedures for hidden damages on 5/2/19 when my car was not in an accident until 11/4/21. So this statement is 100% not true. They have not received a supplement from the shop for the hidden damage because the car is still at their personal tow lot as of today 11/30/21. I have called and emailed many times today to speak with the adjuster about my concerns with this estimate and when I can have the car picked up by my own tow company from their tow lot. The adjuster refuses to responses to any of my attempts to communicate with her. I was told today by customer service they can only keep transferring me to her voicemail which is unacceptable at this point. I would like to speak to someone who can explain to me all my concerns before I sign anything relieving this insurance company and or the policy holder of any further liability. This is a reasonable request considering the amount of time I have spent calling this company for answers. I would also like them to release my car so I can have it picked up from their tow lot. When I have all my questions answered then and only then will I sign this release. Business Response /* (4000, 11, 2021/12/02) */ To begin with, that statement regarding a letter explaining hidden damage was attached by mistake. We are sending the letter today. We attempted to call Mr. ******* today to discuss the claim and left a voicemail. We also sent the attached email. PEARL HOLDING GROUP P.O. Box XXXXXX Sunrise, FL XXXXX-XXXX _________________________________________________________________________________________ Date: December 2, 2021 DISPUTE RESOLUTION SUPERVISOR BETTER BUSINESS BUREAU SERVING SOUTHEAST FLORIDA 4411 BEACON CIRCLE, SUITE 4 WEST PALM BEACH, FLORIDA XXXXX RE: Claim No : S31XXXXX-XX-XXXX PD Our Insured Name : JULIO HERNANDEZ Case No. : XXXXXXXX Your File Name : ****** ******* Dear Sir/Madam: We have sent our offer and release in the amount of $7,887.84 sent to Mr. ******* as per our previous response. Upon receipt of the signed Property Damage Release, payment will be made. Mr. ******* 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 Mr. ******* our supplement procedures and encouraged him to take his vehicle to the shop of his 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 him 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 have contacted IAA to release the vehicle to Mr. ******* so that he can move it to the shop of his choice. We also sent the enclosed letter today explaining our procedures regarding hidden damage. The shop of his choice should submit a supplement for the decals, along with any additional hidden damage, for our review. Again, we pay to repair or replace all damage to his 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 insured's policy with Ocean Harbor, we indemnify him for the amount that he is legally responsible for under tort law. By Florida tort law, our insured is liable for the cost of certified replacement parts only, not OEM parts, unless certified replacement parts are not available. If Mr. ******* chooses to have his vehicle repaired using OEM parts, then he must pay the difference. Regarding the labor rates, the labor rates shown in our estimate are the usual and customary charged in Mr. *******'s area for the repairs needed to his vehicle. If his shop of choice uses labor rates that are higher than the usual and customary rates in his area; then he can choose a different shop that would adhere to our rates, or he can have his shop repair his vehicle and he would be responsible for paying the difference. Regarding Mr. *******'s loss wages, to make a claim for same, if he is self-employed, he will need to provide us proof of income for the last 3 months. He must bear in mind that our insured's property damage liability is limited to $10,000 per his policy. Attached is an email sent to him today. Respectfully, *** ***** Claims Manager (XXX) XXX-XXXX ext: 170 Consumer Response /* (4200, 13, 2021/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am still waiting on a clear answer to my question regarding if the policyholder can still be held liable in legal proceedings if the damages exceed the $10,000 limits of this policy. I do not want to sign a release that relieves him of any liability above this $10,000 maximum. If repairs to my vehicle exceed $10,000 I will be out of pocket for rental car expenses as well as loss wages. From what I understand loss wages and rental car reimbursement will have to come out of this same $10,000. With my vehicle damage already being close to $8000 prior to the tear down I don't see much money left for any kind of reimbursement for a rental car and or loss wages. I want to clearly understand if I sign this release form relieving him of any future liability. This release will only pertain to the damages to the vehicle that was repaired by the insurance company. Not my loss wages and rental car reimbursement. If damages to the vehicle exceed the $10,000 limit. I still should not be out of pocket for rental car reimbursement and or loss wages. I should still legally be able to pursue him for that additional losses. Business Response /* (4000, 16, 2021/12/03) */ The release is for the damages as specified in the estimate that was attached with it and the offer relating to same. However, prior to signing, Mr. ******* may wish to discuss with an attorney. The release does not bar him from pursuing a claim for lost wages,

• Initial Complaint

  11/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am insured with this company I wanted to change months ago because of the service. I get into a car accident after I was hit. I reported things . They are taking me on a run around yet they got my money. I'm emailing, calling n leaving voicemail to no avail. It been two weeks

  Business response

  11/22/2021

  Business Response /* (1000, 10, 2021/11/19) */ PEARL HOLDING GROUP P.O. Box XXXXXX Sunrise, FL XXXXX-XXXX _________________________________________________________________________________________ Date: November 18, 2021 DISPUTE RESOLUTION SUPERVISOR BETTER BUSINESS BUREAU SERVING SOUTHEAST FLORIDA **** ****** ******* SUITE 4 WEST PALM ****** ******* XXXXX RE: Claim No : S31XXXXX-XX-XX **** Our Insured Name : ******* ***** Case No. : XXXXXXXX Your File Name : ******* ***** Dear Sir/Madam: I must respectfully submit that a Driver's Statement form was sent to Ms. ***** to be completed and returned to us. To date we have not received same. That being said, Ocean Harbor has paid 100% of the known related damage to Ms. *****'s vehicle of $6,501.36, less a $500 deductible, for a net of $6,001.36 regarding this loss, based on our enclosed estimate of the damage to Ms. *****'s vehicle caused by this accident. Enclosed is a copy of our check for $6,001.36 issued today to Ms. *****. We explained to Ms. ***** our supplement procedures and encouraged her to take her vehicle to the shop of her 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 her that, if supplemental damage was found, the shop should fax or email us a supplement for our review. Upon receipt, we would determine if a re-inspection of the vehicle is necessary. Respectfully, *** ***** Claims Manager (XXX) XXX-XXXX ext: 170 Consumer Response /* (2000, 12, 2021/11/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company didn't release the funds for damages on my car until I made my complaint. I was calling daily and leaving voicemail and emails. The last person who I spoke to **** was very helpful who assured me everything was going to be expedited that day. I did do a statement and I did forward them the drivers statement. As of now I'm waiting to get the check to send to my finance company.

• Initial Complaint

  11/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Insurance company refuse to settle a claim for a accident involving my car which was driven by my daughter I gave permission to use to get my meds, due to me having knee surgery. In route my daughter was involved in a car accident that totaled my vehicle. However, I had full coverage on my vehicle , pictures was taken of my vehicle by the insurance company on 10/21 . My younger daughter took my car to the insurance company to have the car pics taken. they refused to call or reply to any phone calls , Now I get a letter saying they are cancelling my policy 11/22/2021 " they say due to no pictures of the car or valid proof of bill of sale? never did they ask for a bill of sale, the pics was taken of every area of the car the mileage and the vin number was recorded the same day the pics we're taken. I'm 70ty years of age never even had a speeding ticket , I'm being treated unfairly no regard to human life! If I may please be assisted with this matter I would appreciate it! In return I've had my car since 2018 not a payment missed. Always insured.

  Business response

  11/09/2021

  Business Response /* (1000, 5, 2021/11/09) */ PEARL HOLDING GROUP P.O. Box XXXXXX Sunrise, FL XXXXX-XXXX _________________________________________________________________________________________ Date: November 9, 2021 DISPUTE RESOLUTION SUPERVISOR BETTER BUSINESS BUREAU SERVING SOUTHEAST FLORIDA 4411 BEACON CIRCLE, SUITE 4 WEST PALM BEACH, FLORIDA XXXXX RE: Claim No : E31WXXXX-XX-XX **** Our Insured Name : ****** ***** Case No. : XXXXXXXX Your File Name : ****** ************** Dear Sir/Madam: I must respectfully submit that Equity has completed our investigation of this loss and an estimate of damages in the amount of $2,197.57 has been sent to our insured. We will pay 100% of this amount, less a $1,000 deductible, for a net of $1,197.57. We are waiting on a Direction to Pay so we can pay her shop. Alternatively, we can send our insured a two-party check made out to her and her lien holder. Ms. **************'s policy is in full force and effect. It was reinstated upon receiving the photos on 10/20/21. Respectfully, *** ***** Claims Manager (XXX) XXX-XXXX ext: *** Consumer Response /* (3000, 9, 2021/11/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Until all necessary repairs or damage to the vehicle is repaired I would lie this complaint to remain open. It's too many loop holes. One minute they've cancelled the policy, The photos' we're taken on 10/10/2021. so I'm confused as to why the policy was reinstated on 10/20/2021. ??? Business Response /* (4000, 11, 2021/11/12) */ The policy was never cancelled. The form you presented was an intent to cancel. As previously stated, the policy is in full force and effect. The policy was reinstated without lapse when the agency downloaded the photos into our website. The agency is an independent agency, they are not employed by us. The documents you sent were claims documents that are sent on every claim. Consumer Response /* (4200, 13, 2021/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The necessary changes to the contract has been cleared and the car is at the body shop! Is like to know as to how long will this take? My mother is in need of a car. You guys we're to give her a rental and still to this day she has no transportation at all and have several Dr. Appointments . She needs a rental or the agreement that's imposed in the Contract statement by Paul pearl holdings group. Let's get back on track as your customers should be your top priority ïï��ï��. Business Response /* (4000, 15, 2021/11/18) */ PEARL HOLDING GROUP P.O. Box XXXXXX Sunrise, FL XXXXX-XXXX _________________________________________________________________________________________ Date: November 18, 2021 DISPUTE RESOLUTION SUPERVISOR BETTER BUSINESS BUREAU SERVING SOUTHEAST FLORIDA 4411 BEACON CIRCLE, SUITE 4 WEST PALM BEACH, FLORIDA XXXXX RE: Claim No : E31WXXXX-XX-XX COLL Our Insured Name : ****** BOONE Case No. : XXXXXXXX Your File Name : ****** ************** Dear Sir/Madam: Enclosed is our check for $1,197.57, sent to the shop of Ms. **************'s choice at her direction. Ms. ************** must discuss the repair time with the shop. Regarding rental reimbursement, the coverage Ms. ************** purchased offers rental reimbursement for a collision loss at $20 per day for 10 days. That is the condition of the contract and cannot be adjusted. Ms. ************** should submit her receipts to: ********************@questsoftware.com, or call (XXX) XXX-XXXX. Respectfully, *** ***** Claims Manager (XXX) XXX-XXXX ext: 170 Consumer Response /* (4200, 17, 2021/11/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will not close or accept this offer at the time . As I stated before I've been out of a vehicle for a month now due to this company's ïïïïï��ï��ïï��ï��ïïï��ï��ïï��ï��ïïïï��ï��ïï��ï��ïïï��ï��ïï��ï�� wrong way deals. I contacted the shop 11/18 as to when my vehicle will be ready, and I get Lidia on thy phone to tell me probably a month or so????? This is unacceptable and wrong. That's over 2 months with no vehicle due to my health I need my car. This company does not reply truthful nor me as a client of theirs. They should have a better solution for your customers. So until my car is back in my front yard in a timely manner this claim will remain open. Business Response /* (4000, 20, 2021/12/01) */ We contacted the shop today, and they informed us they are waiting for parts. There currently is a national parts shortage, and all shops are experiencing the same delays. We are attempting to contact Ms. Boon to explain the situation. Again, regarding rental reimbursement, the coverage Ms. ************** purchased offers rental reimbursement for a collision loss at $20 per day for 10 days. That is the condition of the contract and cannot be adjusted. Ms. ************** should submit her receipts to: ********************@questsoftware.com, or call (XXX) XXX-XXXX. Consumer Response /* (4200, 29, 2021/12/24) */ I'm questioning why this complaint is closed? As I referenced new information on this complaint. Please be advised that the car insurance nor the body shop has completed any work . Business Response /* (4000, 31, 2021/12/28) */ Again, as previously stated, parts are on back order. There currently is a national parts shortage, and all shops are experiencing the same delays. Consumer Response /* (4200, 33, 2021/12/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) We've, gotten no complaints to what parts of if any has been back ordered! This information is new and I'm upset that it's going on 3 months �. This complaint will remain open. Until my car is returned fixed.. Business Response /* (4000, 35, 2021/12/29) */ Ms. Boone must talk to her shop. If she is not happy with her shop, she can choose another one. Consumer Response /* (4200, 37, 2021/12/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again this file will and shall remain open. I'm not moving the car to be delayed Again. Both the insurance company and the body shop are the issue. I need my car. End of story

• Initial Complaint

  11/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Claim #S31X0029 On 11/01/2021 a driver insured with these people failed to yield the right away and damaged my vehicle my adjuster ext 2800 does not answer the phone, return phone calls or emails on 11/4/2021 my truck was suppose to be picked up to be moved to a storage free place so it can get estimated for the damages and my truck is still sitting at the tow yard racking up fees that I am not paying this company don't offer rental services when they insured does damaged to other people vehicles this company is a joke I know it has not been a week but I have still yet to get any answer on what is going on or if they receive any paper work I sent in I don't hear nothing this week I will be seeking attorney because this is ridiculous

  Business response

  11/12/2021

  Business Response /* (1000, 5, 2021/11/08) */ PEARL HOLDING GROUP P.O. Box XXXXXX Sunrise, FL XXXXX-XXXX _________________________________________________________________________________________ Date: November 8, 2021 DISPUTE RESOLUTION SUPERVISOR BETTER BUSINESS BUREAU SERVING SOUTHEAST FLORIDA 4411 BEACON CIRCLE, SUITE 4 WEST PALM BEACH, FLORIDA XXXXX RE: Claim No : S31XXXXX-XX-XX COLL Our Insured Name : CRAIG BABIARZ Case No. : XXXXXXXX Your File Name : ******** ***** Dear Sir/Madam: I must respectfully submit that, regarding rental reimbursement, from the onset of this claim, we explained to Ms. ***** that we pay for rental reimbursement at the rate per diem of a vehicle in her area, which is of comparable size, plus tax and surcharge, if she wished to rent a car during the repair time of the vehicle. We advised that, under Florida Tort Law, rental reimbursement/loss of use is only reimbursable for the time period while her vehicle is being repaired and only at reasonable and customary costs. We pay for repair time only and on a reimbursement basis only. In addition, on 11/03/21, we had sent the enclosed mitigation letter, describing our insured's responsibility to reimburse rental / loss of use expenses. Under the terms and conditions of our insured's policy with Ocean Harbor, we indemnify him for the amount that he is legally responsible for under tort law. Our insured is legally responsible for the damages incurred to a third party, resulting from an unintentional act by our insured, and said damages are subject to the claimant's mitigation of his or her losses. Payment is due upon when the loss incurs. In the case of rental, the loss incurs upon payment on a reimbursement basis. The mitigation letter also addresses storage. From the onset of this claim, Ms. ***** was informed of our storage procedures, and we had offered to move the vehicle to a storage free facility at no additional expense to her. The vehicle was released to us, and we picked it up on 11/05/21. The vehicle is located at IAA- Jacksonville: XXXXX New Kings Rd Jacksonville Fl XXXXX phone # XXX-XXX-XXXX There remains a coverage issue on this claim that is still being investigated; thus, the claim cannot be settled at this time. Respectfully, *** ***** Claims Manager (XXX) XXX-XXXX ext: 170 Consumer Response /* (3000, 7, 2021/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was advise my truck was just picked up on 11/8/2021 at 1:28 not 11/05/2021 so that's a lie and I am not paying for no rental to get reimbursed and lose my money what if my truck take more than 10 days to get fixed I am not doing just have somebody to do a estimate on my vehicle so I can get it fix or whatever and the only papers I received on a 3rd information about the police report and what happened with the accident so y'all are lying just hurry up with fix my truck or whatever y'all are doing to do and tell the adjuster to open up my bi claim for my me and kids. So what is a tot law because I am confused about this whole claim Business Response /* (4000, 9, 2021/11/09) */ PEARL HOLDING GROUP P.O. Box XXXXXX Sunrise, FL XXXXX-XXXX _________________________________________________________________________________________ Date: November 9, 2021 DISPUTE RESOLUTION SUPERVISOR BETTER BUSINESS BUREAU SERVING SOUTHEAST FLORIDA 4411 BEACON CIRCLE, SUITE 4 WEST PALM BEACH, FLORIDA XXXXX RE: Claim No : S31XXXXX-XX-XX PD Our Insured Name : CRAIG BABIARZ Case No. : XXXXXXXX Your File Name : ******** ***** Dear Sir/Madam: I must respectfully submit that, according to the invoice we received from IAA, the towing company, the vehicle was picked up on 11/05/21. Again, regarding rental reimbursement, we pay for rental reimbursement at the rate per diem of a vehicle in her area, which is of comparable size, plus tax and surcharge, if she wished to rent a car during the repair time of the vehicle. We advised that, under Florida Tort Law, rental reimbursement/loss of use is only reimbursable for the time period while her vehicle is being repaired and only at reasonable and customary costs. We pay for repair time only, based on the working hours to complete the job. Our insured is not responsible for rental until the expense is actually incurred (payment is made by you for same). At this time, we have enough facts to make a coverage and liability determination; however, we are waiting for an estimate of damage. At such time that additional facts are received which enable us to make an evaluation of damages, we will send our offer and release. Upon receipt of the signed release, payment will be made. Regarding your injuries, our insured, Mr. Babiarz, did not purchase Bodily Injury Liability coverage through Ocean Harbor Casualty; therefore, we are unable to consider a demand for Bodily Injury. There was no Bodily Injury Liability coverage through Ocean Harbor Casualty for this loss. Respectfully, *** ***** Claims Manager (XXX) XXX-XXXX ext: 170 Consumer Response /* (4200, 11, 2021/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The **** with all that when will my vehicle be looked for estimated I been out of vehicle going on 2weeks and y'all don't give dam that people is losing things behind and it's y'all Insured fault y'all need to do better as a company because this is beyond ridiculous y'all dont care at all and it's sad just get my truck looked at so i don't have to deal with you guys anymore

• Initial Complaint

  10/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I just bought a brand new car in June & took a trip to LA in July to visit a friend. During the visit there was a flood due to storm. My car was flooded. I called my car insurance company,Pearl Holding, & they immediately said to tow it because it was most likely going to get totaled. I was told this before being assigned an adjuster. It was towed & I spent days calling to see what was going on. On one of the calls was advised I have an adjuster, ***** Powell, who advised me the car should have never been towed to where it went & needs to be towed to the shop it will be getting repaired at. I was advised tow would only take 3 days & it did but the guy who towed it did not tell the repair shop it was there so it sat 2 wks longer waiting for someone to tell me it was dropped off. Neither happened. I ended up calling & ***** sent me a pic stating that car has been dropped off for a while now. After I got that settled the dealership checks out the car & emails ***** the findings. The insurance agency never sends out an adjuster or anything. The car gets repaired & I pay the $1000 ded. & when I go to get in the car it smells like straight mold! The back seat belts are molded, the front cup holder is molded, the dash underneath the glove box & steering wheel & middle console is rusted. Inside the hood on the lower half is rusted. At this point I have been in LA for way too long & am ready to go home to FL. The incident happened in July & was not repaired fully until October 6 & was picked up the 15th. I told them I can't stay in LA any longer & the repair shop assured me I can take it back to FL & file a sub claim at no add. cost because I already payed a deductible for the issue. I called the insurance comp back & ***** said u can file an add. claim but it prob will cost u & I told her that's not how it works with flood damage & when I said I will take legal action(out of frustration)the line went silent. I called back 5 times & no answer. I have support docs. Files 2 Lg

  Business response

  11/23/2021

  Business Response /* (1000, 5, 2021/10/29) */ PEARL HOLDING GROUP P.O. Box XXXXXX Sunrise, FL XXXXX-XXXX _________________________________________________________________________________________ Date: October 29, 2021 DISPUTE RESOLUTION SUPERVISOR BETTER BUSINESS BUREAU SERVING SOUTHEAST FLORIDA 4411 BEACON CIRCLE, SUITE 4 WEST PALM BEACH, FLORIDA XXXXX RE: Claim No : SXXXXXXX-XX-XX COMP Our Insured Name : ****** ***** Case No. : XXXXXXXX Your File Name : ****** ***** Dear Sir/Madam: I must respectfully submit that Ocean Harbor has paid 100% of the known related damage to Ms. *****' vehicle of $5,344.57, less a $1,000 deductible, for a net of $4,344.57 regarding this loss, based on our enclosed estimate of the damage to her vehicle caused by this accident. Enclosed is a copy of our check for $4,344.57 issued on 10/06/21 to Ms. *****' shop of choice at her direction. We explained to Ms. ***** our supplement procedures and encouraged her to have her vehicle delivered to the shop of her 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 her that, if supplemental damage was found, the shop should fax or email us a supplement for our review. Upon receipt, we would determine if a re-inspection of the vehicle is necessary. We never received a supplement. Based upon this complaint, we will be arranging for a reinspection of the vehicle. I believe Ms. Powell was misunderstood. She did not intend for you to believe that the vehicle was towed to the wrong facility. It was towed there to prevent further storage charges, but it had to go to a body shop where it could be diagnosed for water damage. Thus, we delivered it to the shop of your choice. The fact that it sat at the shop for 6 days before they realized they had it is not our fault. The workmanship of the shop is also not our responsibility; however, as stated above, we will re-inspect the vehicle for rust and mold. The major delay regarding this claim was due to the availability of parts. This has become a national concern and has been blamed on the pandemic. Respectfully, *** ***** Claims Manager (XXX) XXX-XXXX ext: 170 Consumer Response /* (3000, 7, 2021/11/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want it noted and acknowledged that the communication from this company is horrible. Things were explained horribly when they actually decided to take time to explain things. Also, it needs to be noted and acknowledged that an adjuster should have been sent out in the first place and this would have saved the hassle because the dealership alone should not be relied on to review damages for an insurance company. Also, I want it on record that once the adjuster does look at the car and takes note of the damages that were undocumented previously that I will not owe ANY money for ANYTHING AT ALL. The car will be repaired at NO ADDITIONAL COST TO ME. If all of these things are taken care of and the rust is fixed(I will not stand for any rust on a brand new car! It is a safety hazard!!) on this brand new car and the mold smell(also a safety hazard!!) is 100% gone then I will consider this issue resolved. Business Response /* (4000, 9, 2021/11/08) */ When a vehicle is subject to water damage, it must be delivered to a shop for diagnostics. Without the proper equipment, no appraiser would be able to diagnose the damage. It has to be diagnosed by a mechanic. Any damage, including mold and rust that was caused by this loss will be considered upon reinspection. Again, we are not the repair shop. The workmanship of the shop is not our responsibility; however, as stated above, we will re-inspect the vehicle for rust and mold. The major delay regarding this claim was due to the availability of parts. This has become a national concern and has been blamed on the pandemic. An appraiser will be re-inspecting the vehicle on 08/11/21.

• Initial Complaint

  10/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  my car was hit by a hit and run in my apartment complex while i was sleeping on sept 3rd2021. the guy was caught 4 days later he was driving a a Toyota Tacoma and was driving 70 mph at 11:13pm that night and went over the speed bump and lost control and slammed into the passenger side of my 2019 Honda civic, causing over $9,088 in damages . pushing my car into another brand new car a 2-21 Subaru , so my drivers side of car was thrown 6 and half feet into his car . his insurance was through progressive and aaid he only had $ 10,000 to covr both cars. so now since sept 3rd i have had no car due to in shop getting fixed, no rental car, because his insurance or mine did nt provide it, and they made me pay my deductible which i filled out paperwork authorizing i would get that back. now im being jerked aorund by both copaies , the liza i have been speaking with in emails, always says she cant understand my emails, she is not from this coutry her accent is so string , and i explained on the

  Business response

  11/09/2021

  Business Response /* (1000, 6, 2021/10/20) */ PEARL HOLDING GROUP P.O. Box XXXXXX Sunrise, FL XXXXX-XXXX _________________________________________________________________________________________ Date: October 20, 2021 DISPUTE RESOLUTION SUPERVISOR BETTER BUSINESS BUREAU SERVING SOUTHEAST FLORIDA 4411 BEACON CIRCLE, SUITE 4 WEST PALM BEACH, FLORIDA XXXXX RE: Claim No : SXXXXXXX XX XXXX COLL Our Insured Name : ******* ******** Case No. : XXXXXXXX Your File Name : ******* ******** Dear Sir/Madam: I must respectfully submit that Ocean Harbor has paid 100% of the known related damage to Ms. ********'s vehicle of $9,077.45, less a $500 deductible, for a net of $8,577.45 regarding this loss, based on our enclosed estimate of the damage to Ms. ********'s vehicle caused by this accident. Enclosed is a copy of our check for $8,577.45 issued on 09/20/21 to Ms. ********'s shop of choice at her direction. We explained to Ms. ******** our supplement procedures and encouraged her to take her vehicle to the shop of her 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 her that, if supplemental damage was found, the shop should fax or email us a supplement for our review. Upon receipt, we would determine if a re-inspection of the vehicle is necessary. We advised Ms. ******** that we pay to repair or replace all damage to her 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. 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 Liability" in 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. She 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. Regarding Ms. ********'s deductible, we will reimburse her for same, or a portion thereof, upon collecting reimbursement through subrogation from the tortfeasor's insurer. As the total damages exceed the claimant's property damage limit, Ms. ******** will only receive the portion of her deductible that we recover, based on the percentage of her deductible to the total amount of damages to her vehicle paid by us plus her deductible. Respectfully, *** ***** Claims Manager (XXX) XXX-XXXX ext: 170 Consumer Response /* (3000, 9, 2021/10/21) */ ***Document Attached*** My insurance responding back about the letter still waiting to hear back from progressive insurance Business Response /* (4000, 11, 2021/10/22) */ As stated in the letter Ms. ******** attached, her policy does not cover diminished value. That is a claim she has to take up with Progressive. Consumer Response /* (4200, 13, 2021/10/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have documentation that I paid for the fees to get copies of the accident report from the Florida highway patrol I was told I would be reimbursed, i have paperwork showing the insurance company of which auto repairs they wanted the vehicle to be brought to , and I have the estimate of the totals including of which they want me to pay for that was hit in the accident . I will get the loss paperwork from other insurance company when i get the vehicle reappraised . Business Response /* (4000, 16, 2021/10/25) */ If Ms. ******** sends us her receipt for the cost of obtaining the police report we will reimburse her. She can send to *****@pearlholding.com. We do not tell our insured's what shop to bring their vehicle for repairs. We will tell them our shops that do estimates for us and suggest, if they ask, that they can bring the vehicle to one of them. We paid the shop. I do not know what receipts she is referring to: "and I have the estimate of the totals including of which they want me to pay for that was hit in the accident . I will get the loss paperwork from other insurance company when I get the vehicle reappraised." It appears she is still referring to Diminished Value of which her policy does not cover.

• Initial Complaint

  10/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I pay monthly for collision coverage and the company is stating I haven't released my vehicle from the towing company that I requested it be picked up from the issue has been ongoing when the turn around was 3-4 business days I released the vehicle properly and my adjuster has not contacted me or picked up my vehicle since which she was supposed to do after me releasing

  Business response

  01/03/2022

  Business Response /* (1000, 5, 2021/10/19) */ Please submit your claim number so that we can locate your file. Consumer Response /* (3000, 7, 2021/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still want my vehicle to be picked up it was to be a three to four day turn around I did my part as releasing the vehicle Business Response /* (4000, 11, 2021/10/22) */ All BBB Complaints regarding our company should be handled through BBB of South Florida. That being said, on 10/06/21, Ms. ******* contacted us to open a collision claim, SXXXXXXX. We immediately assigned our towing and storage facility to pick up the vehicle. We were told by the tow yard the vehicle was not released to us. On 10/12/21, Ms. ******* informed us that she released the vehicle to us. We contacted the tow yard and they told us on 10/13/21 the vehicle had not yet been released. Later that day, Ms. ******* told us it was now released. We then picked up the vehicle on 10/14/21. There was excess storage charges of $605.25. We paid $905.25 to pick up the vehicle. Under the terms and conditions of Ms. *******'s 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. An appraiser has been assigned to inspect the vehicle. Business Response /* (1000, 21, 2021/10/26) */ I DO NOT SEE ANY ADDITIONAL REQUESTS HERE. THE VEHICLE IS A TOTAL LOSS. OFFER WILL BE SENT SHORTLY. Consumer Response /* (3000, 29, 2021/12/20) */ On September 28 I was involved in a car accident I do I filed a claimed sent in all correct documents for my total loss package a month pass *** I was not advised by phone email etc that I needed to resend in forms so I resent the forms I called again and I was advised that letter of guarantees was received from my finance company and payment would be sent last week I called Friday of last week and I was advised I needed to send in another copy of my license once again I did this the first time and I was told it was received once again nobody advised me I needed to resend the form I was told my payment was to be sent I have been getting the run around about my claim being paid off for almost three months it's no reason it should take this long and it's no reason I'm not being advised that I need to send documents again and it's no reason I'm not being advised to resend documents all at the same time if something isn't right I paid my monthly payment for insurance services so I want my insurance claim payed instead of receiving excuses that's not accurate Business Response /* (4000, 31, 2021/12/21) */ Attached is a copy of payment made today in the amount of $7,841.69 sent to Ms. *******'s lien holder.

• Initial Complaint

  10/18/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Since the 5th of october,I got into a not at fault crash to where a driver turning onto on coming traffic at red light as I was waiting at the stoplight and was not even moving since the light was red. Now my Insurance company eversince this happened never wants to do anything after i filed the claim,they are not answering any email nor phone calls and just leave my car at the storage without telling me the result of the inspection or anything and yet keep billing me which is fine if they wanna play their part as an institution. I suffered several Injuries from the accident ,not able to work yet and also gotta deal with them not wanting to do anything besides billing customers. Keep calling and leaving messages ,noone wants to help navigating this and the adjuster never responds to either calls or messages.It is now 3 weeks,and they're waiting to bill me again in the next couple weeks for a vehicle they abandoned in a storage. Seems so much like an organized scam group. Please, HELP!

• Initial Complaint

  10/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car was hit by another vehicle The vehicle that was at the scene left My car was damaged on the passenger side I placed my car in the shop Do get fixed and I paid out of pocket and I need a reimbursement from my insurance company I called them over 2 weeks ago from today's date and I haven't heard from anyone the adjuster has not called.

  Business response

  10/22/2021

  Business Response /* (1000, 5, 2021/10/14) */ ***** ******* GROUP **** Box XXXXXX ******** ** XXXXX-XXXX _________________________________________________________________________________________ Date: October 14, 2021 DISPUTE RESOLUTION SUPERVISOR BETTER BUSINESS BUREAU SERVING SOUTHEAST FLORIDA **** ****** ******* SUITE 4 WEST PALM BEACH, ******* XXXXX RE: Claim No : SXXXXXXX XX XX COLL Our Insured Name : ******** ******* Case No. : XXXXXXXX Your File Name : ******** ******* Dear Sir/Madam: I must respectfully submit that, on 10/01/21, Ms. ******* reported that she was involved in an accident on 09/23/21, had she had already repaired her vehicle. On 10/04/21, we requested that she submit to us an itemized breakdown of an invoice of repairs, along with photographs before repairs were performed and after repairs were completed. At this time Ocean Harbor Casualty is denying coverage for this loss; however, if information is provided to us that may cause us to re-evaluate our position, we will do so accordingly. Ms. ******* repaired the vehicle without allowing us to inspect same. In accordance with the terms and conditions of her policy through Ocean Harbor, Part V: Duties After an Accident or Loss, Section F, she must permit us or any person or entity we authorize to inspect, photograph, estimate and appraise the damage before any repair or disposal. Failure to comply with the duties and conditions of her policy may result in Ocean Harbor's having reasonable proof for not paying benefits under her policy. We will be unable to consider her claim for damages as the vehicle was already repaired prior to allowing us to inspect it, unless she can provide the invoice and photos. Again, in accordance with the terms and conditions of her policy, we have the right to inspect the vehicle, prior to any alterations done to the vehicle, except as was necessary to prevent further damage or resulting from an emergency situation. If the vehicle was not driven after the loss, there would be no emergency situation. Please call me if you have any additional questions. Respectfully, *** ***** Claims Manager (XXX) XXX-XXXX ext: 170 Consumer Response /* (3000, 7, 2021/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I got my car repaired because I read the reviews on this Insurance company and they take forever to inspect your car. I just received a call from the adjustor on 10-14-2021... The auto accident was on X-XX-XXXX ... I have submitted the estimate to the Insurance company and I have given the adjustor the phone number address and of the repair place that fixed my car.. .. The Insurance Company has all the information they need.. Business Response /* (4000, 9, 2021/10/18) */ Again, the information we received from Ms. ******* is insufficient. We will not consider her claim unless she provides us all of the information requested in our initial response. Consumer Response /* (4200, 11, 2021/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I emailed Diego A. Jimenez all the receipts on October 14,2021 I also spoke with Diego and provided the information of Hanania Collision Center 1485 Wells rd Orange Park, FL XXXXX contact number XXX-XXX-XXXX. Please review the email that was provided on October XX XXXX. If you cannot obtain the receipts from a Representative please call the number above (Manager *** *****). If I need to Fax Diego A. Jimenez the information I will to the number that was listed in his email (Fax) XXX-XXX-XXXX and his contact number is XXX-XXX-XXXX Ext.2681.. I have been a customer for 3 yes with this Insurance Company.. Business Response /* (4000, 14, 2021/10/21) */ We are in receipt of Ms. *******'s estimates and photos and they have been sent to the appraisal team to write our estimate, based upon our guidelines. Once we receive an approved estimate from the appraisal department, an offer should be forthcoming. Consumer Response /* (2000, 16, 2021/10/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept this response but if there's no resolve with the documents provided from Jack Hannah Collison Center then I will request for this case to be Re- Opened.

• Initial Complaint

  10/12/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My car was in an accident on 8/28/2021. The other drive was at fault. He only had a $10,000 limit so I had to use my insurance through Pearl Holdings (PH). Due to COVID the insurance companies will not come to your home so I had to take my car to a shop to have an adjuster come out and look at it. I dropped the vehicle off at the shop on 09/02/2021. Progressive came out 9/04/2021 and said the vehicle is a total loss. They informed me after Labor Day. I then contacted Pearl Holdings on 09/10/2021 to file a claim. I called them again on the 13th of Sept but was given an email address for my adjuster. No one came out to look at the vehicle until 9/27/2021 and stated the car was repairable. The car had been sitting at the shop all this time collecting fees while PH took their time adjusting the car. Now there are over $3000 in fees. I never got a call or an update from PH. I had to call them for any info. I've sent emails and left messages. Because they took their time they should pay

  Business response

  10/29/2021

  Business Response /* (1000, 6, 2021/10/14) */ PEARL HOLDING GROUP P.O. Box XXXXXX Sunrise, FL XXXXX-XXXX _________________________________________________________________________________________ Date: October 14, 2021 DISPUTE RESOLUTION SUPERVISOR BETTER BUSINESS BUREAU SERVING SOUTHEAST FLORIDA 4411 BEACON CIRCLE, SUITE 4 WEST PALM BEACH, FLORIDA XXXXX RE: Claim No : SXXXXXXX-XX-XX COLL Our Insured Name : ******* ****** Case No. : XXXXXXXX Your File Name : ******* ****** Dear Sir/Madam: I must respectfully submit that Ocean Harbor has deemed Ms. ******' vehicle to be a Total Loss. The Total Loss value of her vehicle is $16,004.66, including sales tax and tag transfer fee, based on the enclosed CCC Report. We have offered, on 10/05/21, 100% of this amount, less a $1,000 deductible, for a total of $15,004.66, provided that a lien-free title can be provided upon promise of payment. 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 market value of the vehicle. The Department of Financial Services has accepted its use as a tool for insurance companies to determine the market value of a Total 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 on 08/30/21, 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 09/01/21, 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 319.30, as modified on 07/01/14, states that the insurer, Ocean Harbor, must apply for a Certificate of Destruction and/or a Salvage Title. Ocean Harbor 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. Should Ms. ****** find our assessment to be unacceptable, we are invoking the appraisal clause of the policy. Our appraiser will be Michael Merola, Ocean Harbor. Mr. Merola is an employee of Pearl Holding Group, the managing general agent of Ocean Harbor Casualty. If Ms. ****** chooses to do so, she must select an appraiser and have said appraiser contact Mr. Merola at (XXX)XXX-XXXX in order to select an umpire. Ms. ****** received a copy of her policy at inception of his coverage, in which, he will find the Appraisal Clause under Part IV-Coverage For Damages to Your Covered Auto. Case No. : XXXXXXXX Your File Name : ******* ****** The lien holder cannot invoke the appraisal clause. The lien holder is not an additional insured on the policy as Ocean Harbor's policy does not contain a Loss Payee Clause. Additionally, the lien holder has no standing to initiate litigation without a post loss assignment from the insured. There is nothing in our policy or State Statutes that entitles them to do so. Although this loss was reported to us on 08/30/21, Ms. ****** did not decide to proceed with a claim through us until 09/10/21. On 09/16/21, we stated the vehicle was repairable; however, the shop provided us with hidden damage, and, on 09/29/21, we declared the vehicle to be a Total Loss. Ms. ****** has still not released the vehicle to us so that we can pick it up, so it continues to accumulate storage charges. Respectfully, *** ***** Claims Manager (XXX) XXX-XXXX ext: 170 Consumer Response /* (3000, 8, 2021/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) You guys are a bunch of liars. 1st of all, NOONE every offered to move my vehicle to another location to avoid storage fees. NO ONE reached out to me. NO ONE TOLD ME ABOUT A TOWING LIMIT OF $300. I can't even talk to y'all. I had the hear from the shop that you guys said the car was repairable. This was on September 28,2021. I didn't report it to you until progressive advised me to on 09/07/2021 because it exceeds the drivers limit. They also said, they would pay you the deductible I called ivette and was given the run around. Then I was referred to Marie who never answer and she had some one name Danielle call me. Our call disconnected and she never called back. I've sent emails to Christopher Perez and NO INE follows up. You never answer the phone. You never call back and looking at the reviews from others it looks like this is the norm with Pearl Holdings. I never had an issue with you till I had to file a claim. You took my payments with out an issue. I'm not going back and forth with you liars about this. I have proof of what happened and I can 100% back it up. You will be hearing from my attorney. I pray this place is closed down. It's garbage. I have called every day this week and no one calls me back or answers the phone. Call me ***. I've also left you a message. It's sad we have to communicate through the BBB. Do your job. Business Response /* (4000, 10, 2021/10/15) */ The towing and storage limit is in Mr. ******' policy. Again, we also sent our Stop Storage letter on 09/01/21 that describes the $300 towing and storage limit, and Mr. ******' responsibility to mitigate his loss. This letter was attached to our last response. Regarding Mr. ******' deductible, upon collecting same from Progressive, or a portion thereof, Mr. ****** will be reimbursed for his share of the amount collected when we subrogate against Progressive. The deductible will be subject to the $10,000 limit of the tortfeasor's policy and pro-rated based upon what we collect to what the total amount we paid out for this loss.

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