Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have an auto and homeowners policy with Key Agency. ******************* through Key Agency is pur homeowners insurance, we carry a $7,000 deductible and have never previously filed a homeowners insurance claim. We took a direct hit from Hurricane ***. The first adjuster sent by them said the roof was fine, however, when my husband went up to PATCH the roof that was deemed "fine" shingles were literally just cracking and disintegrating in his hands because theres no rock/tar left after the storm. So we called them back out, this time they sent a gentleman from RoofMarketplace on THEIR behalf. Both adjusters came back with conflicting reasons, but both said the roof was again, "fine". The second gentleman even went as far as to say the roof just needs to be washed... Meanwhile the roofer that was just here giving us the first estimate says the side of the house with the most bubbling and warping post storm actually completely lifted and there 8s moisture in the boards.... There's also metal impaled sticking out of the roof, it's soft in many areas, there's barely any rock left which is why it looks "dirty", ontop of other impending failures.Business response
01/26/2023
Thank you for bringing those concerns with your insurance provider to our attention. As an independent broker, we take our customers’ relationship with our carriers very seriously, and negative experiences are always personally investigated by our ownership group. We have reviewed your file and we can confirm the reports that were provided to us have been sent to the insurance company for review with the adjusting team and assistance in generating a decision on your claim. The claim has now been approved for 3rd Party Mediation where an independent mediator, who has no connection with the insurer, will be in charge of the mediation conference and will review the documents from both sides to help settle the claim.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.