Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was rear ended in November of 2024. I was stopped in traffic on a busy street when a driver insured by Mendota ran into the vehicle stopped behind me, causing that vehicle to then rear end me. Mendota accepted responsibility for the accident. I had to make several phone calls and speak with the claims supervisor to finally get my estimate in order to get my car into an autobody shop for repairs. My vehicle was in the shop for 3 weeks. I was in the lobby waiting for my car before it was ready to go. I submitted my rental receipt from Enterprise to the adjustor and when I called to ask about my reimbursement the adjustor told me they would only cover my vehicle for 10 days. I complained and questioned why they would only cover that many days. The insurance company wanted to replace the entire rear end of my vehicle and put on the preliminary estimate that it should only take THREE days. Due to needing to order parts, and a supplement issue, the shop needed my car for three weeks. Mendota is claiming that the shop should not have taken that long and is trying to pin responsibility on the auto body shop. Legally, this should be their responsibility to reimburse me for the full amount. They have refused to pay the full amount and now I am out almost 400 dollars on a rental for an accident I had no fault in. This company is crooked. They gave their insured a property damage policy of only ****** dollars. How is that even legal? Not only are they not reimbursing me on my rental, but they are not reimbursing me for the loss of value on my vehicle not that it has inherent diminished value.

  Business Response

  Date: 03/27/2025

  March 27, 2025
  
  Better Business Bureau
  ********************************************************************
  
  RE:
  BBB Complaint ID:                   23088840
  Subject/Complainant:            Shaiann Sorensen 
  Insured:                                   ***** Lopez    
  Claim Number:                        0224007239   
  Date of Loss:                           11/20/2024
  
  
  Dear Mr. ****** R,
  
  Please find our response to the complaint filed by Shaiann ******** on 3/19/2025.
  
  In order to determine the rental reimbursement owed to the Complainant, the Claims Representative reached out and spoke with the body shop representative who indicated that Complainants vehicle came into the shop on January 21 and repairs were completed on January 31.
  
  Based on the information relayed by the body shop, Mendota has reimbursed the Complainant $354.05, which equals 11 days of rental.  In addition, the Complainant has not submitted any documents to support a diminished value claim to Mendota.
  
  We also wish to point out that in the state of *******, $15,000 for property damage coverage is the minimal financial responsibility limit for offering, and is what the insured purchased.
  
  Feel free to contact the undersigned with any additional questions.
  
  Sincerely,
  ******* ******
  Director-Claims
  ************
  Mendota Insurance Company

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23088840
  
  I am rejecting this response because:
  That is not true. I dropped the vehicle off on the 16th and was picked up by enterprise. I was dropped off by enterprise at the auto shop on February 7th and my car was not even ready. 
  Sincerely,
  
  Shaiann ********

  Business Response

  Date: 04/04/2025

  April 4, 2025
  
  Better Business Bureau
  ********************************************************************
  
  RE:
  BBB Complaint ID:         23088840
  Subject/Complainant:     Shaiann Sorensen 
  Insured:                          ***** Lopez    
  Claim Number:               0224007239   
  Date of Loss:                  11/20/2024
  
  
  Dear Mr. ****** R,
  Please find our response to the complainants rebuttal.
  
  We have called the Complainants shop of choice and spoke with *****, who confirms the following: the vehicle came in on January 16 for repairs, parts were delivered on January 21, and the repairs were completed by January 31 and ready for pickup.  The Complainant did not pick the vehicle up until February 7.
  
  ***** was asked why the delay in picking up the vehicle, if it was ready for pickup on January 31.  ***** advised he would need to review and get back with Mendota. Once we hear back from *****, Mendota will review our position regarding any further reimbursement.

  Feel free to contact the undersigned with any additional questions.
  
  Sincerely,
  ******* ******
  Director-Claims
  ************
  Mendota Insurance Company

  Customer Answer

  Date: 04/05/2025

  That information is not correct. I dropped off my vehicle at the auto body shop and was picked up by enterprise on January 16th as the rental reservation states. There was a supplement sent by the auto shop on January 28th that I have included in the attachments indicating that more work needed to be done. With insurance approval, more parts needing to be ordered/installed, and time for paint to dry, my vehicle was not ready until February 7th. I returned my rental on this date and was given a ride to the auto body shop where I sat and waited for my vehicle to be finished for about an hour. This company is trying to cut me out of almost 400 dollars on a rental. 

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23088840
  
  I am rejecting this response because:

  That information is not correct. I dropped off my vehicle at the auto body shop and was picked up by enterprise on January 16th as the rental reservation states. There was a supplement sent by the auto shop on January 28th that I have included in the attachments indicating that more work needed to be done. With insurance approval, more parts needing to be ordered/installed, and time for paint to dry, my vehicle was not ready until February 7th. I returned my rental on this date and was given a ride to the auto body shop where I sat and waited for my vehicle to be finished for about an hour. This company is trying to cut me out of almost 400 dollars on a rental.
  
  
  Sincerely,
  
  Shaiann ********

  Customer Answer

  Date: 04/07/2025

  Once again, that is false information. The supplement did not get received until Tuesday, the 28th. With more parts needing to be ordered there was no way my vehicle would have been finished by the 31st. I will contact the auto body shop and ask why they have given that false information. I am also attaching a photo of the invoice from ********************** stating that it was not created until February 7th. 

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was involved in a traffic accident on Friday, 12/6/2024, approx. 5:35pm, where ******** ****** ran a red light and hit the passenger rear of my vehicle. ******** tried to flee the scene as soon as she saw that I was not injured. I stopped her and called 911 as there was damage to my vehicle. Ms. ****** did not have valid insurance on her person at the time. She presented me with the Mendota Insurance Company Insurance Identification Card effective 8/28/2023 through 2/28/2024. The policy number is CO0021502M. I called *********************************************************************** which ******** admitted to fault of running the red light several times. She said, "I'm sorry, I just didn't see you coming." From there, I filed the accident report #*************.I called Mendota Insurance the following Monday, 12/9/2024 and was left on hold for over an hour. I finally received Claim #********** and was given the phone number of ***** ******* the adjustor assigned at ************. I was able to get a hold of Ninel only one time. She was unable to spell my name correctly, failed to send the estimate link to my phone so that I could take photos of the damage and submit. I have since left SEVEN voicemails asking for the link and to correctly spell my name. I became understandably frustrated and called Mendota *********************** and asked for her supervisor. I was given ****** Birralta's phone number, ************. I have also left 4 voicemails and have received no communication. I have tried to call the Mendota *********************** again and was put on hold and sent back to Ninel's ************ this time, I will be hiring an attorney to see that I am made whole for this situation. I will not be taking financial responsibility for ******** ****** running a red light and knowingly trying to flee the scene. I will demand that Mendota Insurance pays the entirety of the damage for my vehicle, attorney fees, and for my time spent of doing what is right.

  Business Response

  Date: 02/05/2025

  February 5, 2025
  
  Better Business Bureau
  Serving ***************** and the *********
  **************************************************************************************
  
  
  Re: BBB Case#        22869212
        Complainant:      ********* ******
        Policy Holder:     ******** ******  
        Claim Number:   0524003891
        Date of Loss:     12/06/2024
  
  
  Dear ********* ******,
  
  This letter will serve as a response to the complaint filed by you regarding the claim for the 2012 ****** Corolla.
  
  As of this writing, we have spoken with you regarding your vehicle damages. We have accepted liability for the damages to your vehicle caused by our insured driver. We have issued you a check for the repairs based on our appraiser's initial review of the damages. We have forwarded you a copy of the repair estimate and a letter explaining the repair handling process.
  
  Please contact me if you have any additional questions.
  
  Sincerely,
  *** ****
  Claim-Director
  Mendota Insurance Company

  Customer Answer

  Date: 02/06/2025

   
  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 give this information to the repair shop and they will reach out if anything further is needed.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 14th, i was involved with a wreck with one of your insured drivers. I was not able to into contact with you until December 18th due to waiting on the police report to give me the information. At that time I was able to file a claim and was promised a call back within the day for the next steps. I was not, and I had to contact Mendota again and was transfered to **** ******* at ************ on December 20th. One of the first things she asked was why was my vehicle still incurring storage fees. The answer was because you have not called back to tell me my next steps. I was finally offered a rental vehicle and mendota took responsibility for their driver running a stop sign. Since then getting ahold of **** has been almost not possible to either extend rental or find out what they have decided on my vehicle. On Jan 7th **** did finally answer the phone and let me know my vehicle had been totaled. Since then she has refused all phone calls and emails. On January 10th i was able to get her supervisors name and number ******** ******. ******** helped that day and recommended i call my insurance to start undersinured claim. Since that date they will not answer the phone and will not sign release so that my insurance can take over. Im owed a check for my vehicle that mendota has possession of and would not tell me where it was, we had to track it down. They are also trying to take storage fees out of the 25k even though the reason it was in storage was due to them not answering the phone. The lack of ethics and morals in this company is mind blowing.

  Business Response

  Date: 01/28/2025

  January 28, 2025
  
  Better Business Bureau
  ********************************************************************
  
  RE:
  BBB Complaint ID:          22847446
  Subject/Complainant:      **** Minchew 
  Insured:                           ***** ********
  Claim Number:                4224013216
  Date of Loss:                   12/14/2024
  
  
  Dear ******,
  In response to the complaint filed by the Complainant on January 23, 2025,please find our position outlined below.
  

  1.) Total Loss Declaration:
  Mr. ******** vehicle was declared a total loss on January 6, 2025, with a Fair Market Value of $27,085.00. Given the limits issue, we advised Mr. ******* to file with his own insurance carrier to be made whole.
  2.) Rental Termination:
  Due to the limits issue, we also had to terminate Mr. ******** rental vehicle.
  3.) Communication with Mr. ******** Agent:
  Mendota connected with Mr. ******** insurance agent to provide an update and request that they initiate a claim with their carrier.
  4.) State Farm Involvement:
  On January 23, 2025, a representative from State Farm reached out, requesting that Mendota transfer the vehicle to ****** for further handling.
  

  Please do not hesitate to contact me if you have any questions or require further clarification.
  
  Sincerely,
  ** ***
  Director-Claims
  ************
  Mendota Insurance Company

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22847446
  
  I am rejecting this response because:
  This does not address the lack of communication, more storage fees due to Mendotas lack of communication, and dates give are wrong. Mendotas lack of communication has made this drag out. 

  The date of truck being totaled on jan 6 and I was advised to contact my agent at that time to file uninsured driver is wrong. It was not until January 10th, again me calling because (Mendota refused phone, text, email). **** let me know on Jan 7th (after i finally got her to answer) vehicle was totaled and she would call me the next day with options. JAN 10TH i had to contact Lisas supervisor to find out my options that is when i was told to contact my insurance. For several days mendota would not return any communication with my agents. 

  It was also that at this time I was told by ******** the $25,000 insurance limit would be reduced by the cost of storage at Action Auto. It was at Action Auto for way longer than need be due to **** refusing to return communication to let me know what to do with vehicle. The check that they will at some point send my insurance if we can get ahold of them should in no way be reduced by storage fees from their lack of communication. 

  The communication on Jan 23 again started by us was after several un returned emails, text, and phone calls asking mendota to release vehicle to state farm for over a week.  Due to mendotas lack of communication im already assuming getting the check from them is going to be a nightmare once my insurance is done. Its been a horrible experience dealing with mendota. 

  I want quick effective communication and a quick release of check when the time comes. I feel the need to not commmunicate from mendota is hoping I will let this go. 

  
  Sincerely,
  
  **** *******

  Business Response

  Date: 02/04/2025

  February 4, 2025
  
  Better Business Bureau
  ********************************************************************
  
  RE:
  BBB Complaint ID:         22847446
  Subject/Complainant:     **** Minchew 
  Insured:                          ***** ********
  Claim Number:               4224013216
  Date of Loss:                  12/14/2024
  
  
  Dear ******,
  In response to the Complainant regarding the rejection of our response on January 29, 2025, please find our updated explanation and actions taken.
  

  On December 18, 2025, a statement was obtained from Mr. ******* by a claims assistant. Two days later,Mr. ******* was contacted by ****, who agreed to arrange a rental vehicle for him. During this conversation, permission was granted for Mendota to retrieve Mr. ********* vehicle from Action Auto to prevent any further storage charges.Mendota subsequently submitted an assignment to ****** for the vehicle pickup.
  

  Unfortunately, the pickup was delayed due to Action Auto advising that a verbal release was required from *********** COPART received notice of clearance for pickup on December 27, 2024,and the pickup was successfully completed on December 31, 2024. Mendota paid an advance charge of $743.35.
  

  On January 7, 2025, the vehicle was declared a total loss, with a fair market value of $27,085.00.Excluding the advance charge and incurred rental costs, the property damage value alone exceeds the property damage limits of the policy.
  

  We apologize for any delays or inconvenience Mr. ******* may have experienced. Upon receipt of the subrogation demand from his carrier, we will work diligently to resolve the claim in accordance with the limits of our policy.
  

  Please do not hesitate to contact me if you have any questions or require further clarification.
  

  Sincerely,
  ** ***
  Director-Claims
  ************
  Mendota Insurance Company

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 13th, a driver insured with Mendota hit my car. The driver turned too sharp and ended up on my side of the road unable to stop and hit my car. The driver is 100% at fault. The adjuster is playing games claiming the responsibility for the accident is shared. I provided photos showing the other driver's car is on the wrong side of the road. They don't return calls, don't call back as promised. Terrible company to deal with

  Business Response

  Date: 01/31/2025

  January 31, 2025
  
  Better Business Bureau
  ********************************************************************
  
  RE:
  BBB Complaint ID:                   22840982
  Subject/Complainant:            **** *****
  Insured:                                   ***** Rand                 
  Claim Number:                        **********
  Date of Loss:                           1/13/2025
  
  
  Dear ******,
  
  Our insured reports that she was attempting to make a left turn onto Summer Palace Way from ***********************, when the Complainant who was attempting to make a right turn from ***************** onto ***********************; struck the driver side door area of her vehicle with the front of his vehicle. 
  
  Mendotas investigation at this time has failed to find our insured liable for this loss and has suggested that the Complainant pursue his damages against his own insurance carrier.  There was no police report nor any independent witness to corroborate either version of occurrence.
  
  Sincerely,
  ******* ******
  Director-Claims
  ************
  Mendota Insurance Company

  Customer Answer

  Date: 02/02/2025

   
  Complaint: 22840982
  
  I am rejecting this response because:

  The claim was unjustly denied despite clear evidence demonstrating that Ms. **** was at fault. I am requesting that Mendota Insurance reassess the claim in light of the photographic evidence and applicable Nevada traffic laws.
  Facts of the Collision
  On January 13, 2024, at the intersection of ***************** and *********************** in ******, I was driving southeast on *****************, preparing to make a right turn onto ***********************. Ms. **** was traveling northeast on ***********************, attempting to make a left turn onto ******************
  I slowed down to ensure a safe turn when Ms. **** approached at an excessive speed, cutting her turn too sharply and encroaching into my lane. I came to a complete stop to avoid a collision. Despite this, Ms. ***** front driver-side door struck the front driver-side bumper of my vehicle, causing visible damage.
  At the time of the impact, my vehicle was completely stationary, and Ms. ***** vehicle was in my lane, violating Nevada traffic laws.
  Photographic & Legal Evidence
  I have attached photographs of the collision showing:
  Ms. ***** vehicle improperly positioned in my lane at the moment of impact.
  My vehicle fully stopped and still outside the intersection.
  The damage to my vehicles front bumper, consistent with a side impact from Ms. ***** turning maneuver.
  Additionally, Ms. **** violated multiple Nevada Revised Statutes (NRS), including:
  NRS 484B.223 Failure to yield when making a left turn.
  NRS 484B.207 Failure to remain within the proper lane.
  NRS 484B.603 Failure to maintain control and operate a vehicle at a safe speed.
  NRS ******* Failure to provide proof of financial responsibility (insurance) at the scene of the accident.
  Given this overwhelming evidence, the determination of shared liability or denial of my claim is unfounded. My own insurance provider, *****, reviewed the same evidence and determined that I was not at fault.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 02/11/2025

  February 11, 2025
  
  Better Business Bureau
  ********************************************************************
  
  RE:
  BBB Complaint ID:          22840982
  Subject/Complainant:      **** *****
  Insured:                           ***** Rand                 
  Claim Number:                **********
  Date of Loss:                   1/13/2025
  
  
  Dear ******,
  In response to the rebuttal from the Complainant, our insured is adamant also regarding her version of the loss in that the Complainant was not at a standstill at the time this accident occurred. 
  
  Our insured reports that she was attempting to make a left turn onto Summer Palace Way from ***********************, when the Complainant, who was attempting to make a right turn from Summer Palace Way onto ***********************, struck the driver side door area of her vehicle with the front of his vehicle. 
  
  Again,Mendotas investigation at this time has failed to find our insured liable for this loss and has suggested that the Complainant pursue his damages against his own insurance carrier.  There was no police report nor any independent witness to corroborate either version of occurrence.
  
  Sincerely,
  ******* ******
  Director-Claims
  ************
  Mendota Insurance Company

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22840982
  
  I am rejecting this response because the other driver hit my car as I was stopped. She is at fault. Look carefully at the shape of the impact on your insured front driver door. The impact clearly shows she was in motion at the time of the impact. Had I been in motion and hit her car, the impact on her door would have been flat instead of progressive.

  I have also filed a formal complaint with the Nevada Division of Insurance as you are clearly handling this claim in bad faith.

  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:01/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 08 Jan 2025 at approximately 1740 hr in ****************, ** (cross streets ****** and ********), we (wife and two children in vehicle, seatbelts on) were impacted by a vehicle driving on ******. Individual was in turn lane on green; we were traveling with oncoming traffic, middle lane out of three + turn lane, with a green light, when said individual crossed into the path of oncoming traffic hitting our vehicle. Said vehicle who turned into our vehicle upon and after impact was facing with traffic and proceeded to attempt to drive off after impact in *********** and not pull off. Car that caused the impact (not ours) got only so far (about a quarter a mile up the road) and stopped in the middle lane of 3. Driver of the ***** Civic with alleged insurance through Mendota was located through brokerage based on phone # given. Driver of vehicle, female, 26 years old, non-English speaking spoke with b/f who arrived later and police. 2010 ***** Civic that hit us was unregistered (no visible plates) and allegedly had unlicensed driver. Police collected report to include phone number of driver, her name and policy from boyfriend. Police officer handling her story stated to our police officer "he was getting ready to write tickets to his party". No tickets issued to us; we were clear and in the right of way on a green light when she turned left on a green into oncoming traffic. We provided our insurance, license and occupant details along with driver licenses for proof of identity. Contacted this insurance company today and already are stalling. No recorded message system working to account for details of incident and insurance broker not returning phone calls when they said they would return calls. The vehicle this unlicensed driver hit was a 2018 Subaru Forester with under ****** miles on it. We want appropriate and quick resolution and given light of what we have read, we are unsure as to whether this company is legitimate based on the prolific amount of complaints.

  Business Response

  Date: 01/14/2025

  January 14,2025
  
  
  Better Business Bureau
  Serving ***************** and the *********
  ****************
  *************************
  
  
  Re:      
  BBB File Number:      22791260
  Complainant:             ****** *******
  Policy Holder:             Yomeli ******** Aular *********
  Claim Number:           0525000079
  Date of Loss:              01/08/2025
  
  
  Dear ****** *******,
  
  This letter will serve as a response to the complaint filed by you regarding the claim for the 2018 ****** *********.
  
  As of this writing, we have spoken with you regarding your vehicle damages. The adjuster obtained your liability statement regarding the loss and has set up an assignment for your vehicle to be picked up from the tow yard. Our records show that your vehicle is scheduled for pick up between today and tomorrow. The Adjuster has attempted numerous times to reach our policyholder to obtain a liability statement to determine if we are at fault for this loss. To date, our insured has not responded to our contact attempts.
  
  In order for us to proceed with the handling of your vehicle damages, we are pending our insureds statement and/or a copy of the police report. Also, we may be able to move the claim forward if you have and are able to provide any photos of our insureds driver's license and vehicle license plate taken at the scene of the accident. If you have such photos, please forward them via email to ************************************************************************************************************* and put the claim number in the subject line of the email.
  
  Please contact me if you have any additional questions.
  
  Sincerely,
  *** ****
  Claim-Director
  Mendota Insurance Company 

• Initial Complaint

  Date:12/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told to come inside the office to make a payment at freeway insurance in order to renew my insurance. Once I get there I was told by Mendota insurance that I cannot renew my policy unless I add every member in the household on my insurance. I explain to them that the person that is living at the address has their own insurance and private vehicle. They asked for proof and it was sent over. They then said two people with the same insurance cannot live in the same household and either that person cancel their insurance and be added to mine or I need to added on theirs. Ive had insurance all my life and have never came across this. They then proceeded and said they cannot renew it. I would like for this to be further evaluated because the proof was sent over and this company continue to give me a hard time. I still was unable to get insurance because of their ignorance.

  Business Response

  Date: 01/06/2025

  01/06/2025 - please find attached response and supporting documents 

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mendota has failed to respond to any calls within the last month. The wreck happened in July and we have only been followed up on part of the claim. The adjust ******* ****** is consistantly avoiding my calls and also not returning messages. I called the other number provided and it rings and places me on hold for 45-min to and 1 hr at a time. This is a terrible company to have. I will start gathering all information for our attorney. It seems like that is the only way this company responds

  Business Response

  Date: 12/05/2024

  December 5, 2024
  
  Better Business Bureau
  ********************************************************************
  
  RE:
  BBB Complaint ID:         22628283
  Subject/Complainant:     ******* Rodriguez 
  Insured:                          **** ******
  Claim Number:               4224007938
  Date of Loss:                  07/23/2024
  

  
  Dear ******,
  In response to the complaint filed by ******* ********* on December 2, 2024,please find our responses.
  
  The file handler was recently unavailable due to an emergency. A colleague subsequently has reached out on their behalf and directly requested that the Complainant forward estimates and photos of the damaged items directly to them for processing. Upon receipt of this information, we will review and work towards a resolution with the Complainant.
  
  We apologize for the delay and inconvenience this may have caused the Complainant.We will work diligently to bring this matter to a satisfactory conclusion. Please do not hesitate to contact me with any questions.
  
  Sincerely,
  ** ***
  Director-Claims
  ************
  Mendota Insurance Company

• Initial Complaint

  Date:11/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My vehicle was wrecked last week and my son is on a ventilator and has a trache Mendota Insurance Company is taking their time processing my claim when I need a vehicle asap being that I have to be able to get to ************************ anytime my son requires it. This has been the worst process and company I ever had to deal with. It's also frustrating me way more being that the insurance company doesn't care about my son condition.

  Business Response

  Date: 12/05/2024

  December 5, 2024
  
  Better Business Bureau
  ******************
  ***************, *******; 33407
  
  
  BBB Complaint ID:       22614211
  Subject/Complainant:  ******** ******
  Insured:                       ******** ******
  Claim Number:            2324001017
  Date of Loss:              11/20/2024
  
  
  Dear ******,
  This loss was reported to us on Wednesday, November 20, 2024.
  

  On November 21, 2024, the handling adjuster contacted the complainant,obtained a statement, and initiated a photo application for vehicle assessment to facilitate necessary repairs. An estimate was prepared the same day.
  

  On November 27, 2024, the handling adjuster reached out to the complainant via voicemail. The handling adjusters supervisor subsequently received a voicemail from the complainant and returned the call. The supervisor attempted to assist the complainant and explained that they had not opted for rental coverage and that the vehicle was a total loss. The supervisor also informed the complainant that Mendota was awaiting the total loss valuation to proceed with the claim. The complainant expressed dissatisfaction and frustration with this response.
  

  On December 2, 2024, after receiving the total loss information, the supervisor contacted the complainant to provide an update on the claim. Since the complaint was filed, the total loss settlement has been completed and submitted to TITLE EXPRESS for further processing. Once the handling adjuster receives approval to pay for the total loss, the payment will be sent via expedited mail.
  Please feel free to contact me with any questions.
  
  Sincerely,
  *** ****
  Director- Claims
  ************
  Mendota Insurance Company

• Initial Complaint

  Date:11/25/2024

  Type:Customer Service 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 am writing to file a formal complaint against Mendota Insurance Company regarding the handling of my claim following an accident where their insured rear-ended my vehicle on 20 November 2024. Despite numerous attempts to resolve this matter, I have encountered significant issues with both the lack of response and incorrect information provided by the *************************** are the details of the issues I have encountered:1.Lack of Communication and Response:I have made multiple phone calls and left several messages with Mendota Insurance Company, but I have yet to receive any meaningful response or follow-up regarding the status of my claim. This lack of communication has caused unnecessary delays and frustration in trying to resolve this matter.2.Incorrect Contact Information:When I initially reached out to Mendota Insurance, I was provided with incorrect contact information via their app for the assigned adjuster. This mistake has further delayed the process and left me unable to move forward with my ************* Evidence of Fault:I have video footage from my vehicles cameras that clearly shows the accident was caused by the negligence of their insured. This evidence should help resolve the claim and establish liability. I have made several attempts to share this evidence, but have not received clear instructions on how to submit it to the company.I am extremely frustrated with the lack of assistance, the incorrect information provided, and the delay in resolving my claim. I am requesting that the Better Business Bureau look into this matter and assist in facilitating communication with Mendota Insurance Company. I am seeking a resolution to this claim, including acknowledgment of their insureds fault, proper processing of my claim, and a prompt resolution to the issues I have raised.Please feel free to contact me for any additional information or documentation to support my complaint. I trust that the BBB can help expedite the resolution of this matter.

  Business Response

  Date: 12/02/2024

  December 2, 2024
  
  Better Business Bureau
  ********************************************************************
  
  
  RE:
  BBB Complaint ID:                  22603960
  Subject/Complainant:            ***** Smith 
  Insured:                                   ***** *****
  Claim Number:                        4224012364
  Date of Loss:                           11/20/2024
  
  
  Dear ******,
  In response to the complaint filed by the Complainant on November 25, 2024, please find our response below:
  This loss was reported to us on Thursday, November 21, 2024. On the same day, a recorded statement was obtained from the Complainant, and a photo application was sent to him to take and forward photos for Mendota to estimate the necessary repairs. The estimate was prepared the following day. Mendota was awaiting confirmation from the insured regarding both coverage and liability.On November 26, 2024, Mendota was able to complete the investigation. Payment was then issued to the Complainant for vehicle repairs in the amount of $507.94 on November 26, 2024, resolving the property damage claim.

  The Complainants injury claim is still pending receipt of a signed release.

  Please feel free to contact me with any questions.
  
  Sincerely,
  ** ***
  Director-Claims
  ************
  Mendota Insurance Company

  Customer Answer

  Date: 12/15/2024

   
  Complaint: 22603960
  
  I am rejecting this response because:

  The statement provided by the insurance company is false and inaccurate based on the conversations and emails I have had with the claims adjuster, ****** ******. The insurance director of claims asserts that, "Payment was then issued to the Complainant for vehicle repairs in the amount of $507.94 on November 26, 2024, resolving the property damage claim."
  
  However, the email I received from ****** ****** on November 25, 2024, stated that a preliminary estimate had been written for my truck, and she would contact me to discuss the claim further. ****** later contacted me, confirming that they would issue a check for $507.94 to allow me to have my truck inspected at a repair shop. She also explained that the insurance company would collaborate with the repair shop to address any supplements needed. ****** assured me it was their responsibility to restore my truck to its pre-accident condition.
  
  Since then, I have repeatedly attempted to contact ****** via phone and email but have received no response. Scheduling with the two repair shops I am trying to work with has been challenging due to the holiday season. Additionally, I have been requesting assistance from Mendota to secure a rental car while my vehicle is inspected and repaired, as I will be without transportation during this time.
  
  The most recent emails I sent were on December 6, 2024, and December 9, 2024, both of which remain unanswered, even though my read receipts confirm they were viewed. I also called ****** on December 12, 2024, but received no response.

  The reason for my delayed response to this BBB message is that the email was mistakenly sent to my junk folder and was not seen until now.

  I hereby request and formally demand that the insurance company fulfill its promise to repair my vehicle and restore it to its pre-accident condition as agreed.

  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 12/26/2024

  December 26, 2024
  
  Better Business Bureau
  ********************************************************************
  
  
  RE:
  BBB Complaint ID:          22603960
  Subject/Complainant:     ***** Smith 
  Insured:                           ***** *****
  Claim Number:                4224012364
  Date of Loss:                   11/20/2024
  
  
  Dear ******,
  In response to the Complainants rejection to our response, please find our responses.
  
  The payment of $507.94 for repairs to the Complainant's vehicle is based on an initial estimate. If the shop of the Complainant's choice identifies any additional damage related to this loss, they should contact the appraiser listed in the estimate for further review. Specifically, Line 1 of the estimate clearly instructs the shop to reach out to the appraiser for any supplements.The estimate was emailed to the Complainant on 11/26/2024.
  
  Please feel free to contact me with any questions.
  Sincerely,
  ** ***
  Director-Claims
  ************
  Mendota Insurance Company
  

  Customer Answer

  Date: 12/27/2024

   
  Better Business Bureau:
  
  
  I have reviewed the business's response regarding complaint ID ******** and find the proposed resolution satisfactory. I am currently working with a supervisor to address the final portion of this claim and hope to reach a satisfactory conclusion soon.

  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My experience with Mendota has been an absolutely nightmare. On 9/24/24, we were rear ended and we had full coverage. My claims adjuster has failed to communicate anything and totaled our truck without letting us know. I was still using a car rental and was charged out of pocket for the days they didnt approve even though I didnt know they had totaled our truck. The adjuster has not answered our calls and we are waiting for our settlement check. I dont even know what they determined the *** but it should be over $20,000. We currently only have one car and we would like this resolved as soon as possible. I would like the company to communicate with me, tell me the ***, and once I approve, I would like to receive my settlement check. Claim number **********.

  Business Response

  Date: 11/25/2024

  November 25, 2024
  
  
  Better Business Bureau
  Serving ***************** and the *********
  *********************************************************************
  
  
  Re:    BBB File Number:      22585365
           Complainant:             ***** ***** ******
           Policy Holder:             ***** ***** ******
           Claim Number:           0524003082
           Date of Loss:              09/24/2024     
  
  
  Dear ***** ***** ******,
  
  This letter will serve as a response to the complaint you filed regarding the claim for your 2019 ****** Frontier.
  As of the date of this response, we have spoken with you regarding the total loss of your vehicle and the handling of the rental reimbursement. Regarding your vehicle, you indicated that you would review the total loss options with your lienholder and contact us with your final decision. For the rental reimbursement, we explained that we have already issued payment to the rental company up to your policy limit.
  Please contact me if you have any further questions.
  
  Sincerely,
  
  *** ****
  Claim-Director
  Direct Line: ************
  Mendota Insurance Company 

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22585365
  
  Thank you for getting the manager to contact me. I appreciate the efforts and communication he had with me the week of November 25th. I hear your response but there is still work to be done. On Friday, November 29th, all documents were submitted to ****** and were being reviewed to issue payout. As of today 12/9/24, we are still waiting for Mendota to issue payout to our lien holder (bank). We would love for them to reach out and issue payout as soon as possible. Our loss date was 9/24/24 and we want this resolved. Thank you.
  
  Sincerely,
  Maria 

  Business Response

  Date: 12/17/2024

  This letter will serve as a follow up response to the complaint filed by you regarding the claim for the 2019 ****** Frontier.

  
  As of this writing, we have issued a payment to your vehicle lienholder Grand Junction FCU as part of the vehicle owner retain total loss settlement you agreed to. The total loss check was submitted on 12/4 and mailed out the following day to the vehicle lienholder. Please allow 7-10 business days for the check to arrive to the lienholder.
  

  Please contact me if you have any additional questions.

  Customer Answer

  Date: 12/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****