Complaints

This profile includes complaints for Main Street America Insurance's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Main Street America Insurance has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Main Street America Insurance

  4601 Touchton Rd E Ste 3400 Jacksonville, FL 32246-4486

  
• 

  Main Street America Insurance

  55 West Street Keene, NH 03431

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

• Initial Complaint

  Date:01/09/2025

  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.

  To who it may concern I have been a paying customer for the past 5 years pay my renewal no problem never had an accidents or claims. I called this company explaining I do not drive my car at the moment due to it be fixed and my husband being in dialysis so I am only using one car, When I called I spoke with a lady that said the payment went through just fine for December and January for my renewal, then sent me cancellation letter, when I called the lady explained there's no supervisor or manager in the department and there is nothing they can do even though the payment did go through, so double bill me ? This is very unethical and unprofessional it's a robbery that this company is doing to people , I want my bill adjusted and fixed asap!!

  Business Response

  Date: 01/14/2025

  Good Morning,

   

  I have reviewed the complaint received from the insured and would like to assist in a resolution.  The customer didn't provide their policy number or account number so I am in the process of trying to locate that information.   Once I am able to review the billing I can work with the insured on a billing accomodation for the current min due on her policy.

   

  thank you

  ******** Day 

  Customer Answer

  Date: 01/14/2025

  Policy number 01J5932Q  and my Account number *********

  Customer Answer

  Date: 01/14/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22790404

  I am rejecting this response because: My policy number 01J5932Q Account number *********

  Regards,

  Jasilia ********

  Business Response

  Date: 01/31/2025

  Good morning,

   

   

  I am writing in response to BBB complaint ********. The policyholder contacted us seeking assistance with a payment plan for their account. Unfortunately, we do not offer payment plans for personal auto policies. However, we did offer to waive the late fee and NSF fee totaling $50.00.  This fee waiver was processed and credited the insureds account on 01/13/25. 

   

  The remaining payment of $303.34 was due on January 19, 2025, but was not received, resulting in the policy being canceled for non-payment of premium effective January 19, 2025. The insured currently owes an earned premium of $156.68, and a bill was sent to them on January 27, 2025, with a due date of February 6, 2025.

   

   

  Thank you,

   

  Customer Answer

  Date: 01/31/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22790404

  I am rejecting this response because:

  Regards,

  Jasilia ********

• Initial Complaint

  Date:12/12/2024

  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 made an insurance claim to my insurance company. After taking over 5 months to repair my vehicle and doing absolutely everything they could to not pay for it. They finally did. During the process of constantly low balling me, telling me to go through the at fault drivers insurance despite them knowing that coverage was not enough to cover the full amount for my vehicle, they continued to make me jump through hoops. During this process I asked several times for a diminished value claim for my trucks now value because it was involved in an accident, to which they told me they could only do after it was fixed / repaired, which they were prolonging. Finally fixing the vehicle I reiterated my diminished value claim to my agent who then sends me a denial letter stating the verbiage of my policy states they fulfilled their duty and aren’t responsible for me however I disagree. At no point did they state this to me until months after the accident occurred. It’s clearly them trying to escape from paying more money than they have to, like they did from the start when they attempted to not pay at all. I was rear ended while stopped at a red light by a driver who carried a bare minimum insurance policy. From day one they attempted to not pay for my accident and only within the last few weeks were the repairs even done on the truck. I reported the accident on 6/14/2024.

  Business Response

  Date: 12/23/2024

  Forwarded this complaint to the claims adjustor that assisted with this claim ,  Her name is **** ****** **********************

   

   

• Initial Complaint

  Date:10/24/2024

  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 damaged on the highway from no road construction with no signs or warnings 10/04/24. Car was later on 10/23. claims person reached out to me and told me value of my car at 20,554.50 for a (actual cash value) amount. informed then that the ******* value of the car was 24,525. Also told the car was insured through them for around that amount as well as my excise taxes being paid for that amount. person i spoke ******* ***** with then became very disrespectful rushing me off the phone and told me if i don't like it to speak to my attorney. i was just asking why i wasn't getting the actual value of the car and i would get responses such as, that's mark up.. which isn't a dealer, or depreciation.. which it would show on actual value on *******. Also in the validation report shows no rear spoiler, but in the vehicle information that adjuster did notes it has one and lowered the value of the car, not sure if they pay attention to details over there. I don't see my insurance rates go down when car depreciates. all i was trying to do is receive the actual value of the car, not asking for anything else

  Business Response

  Date: 10/31/2024

  Please see the attached response to the BBB complaint. 

• Initial Complaint

  Date:09/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This has been an absolute nightmare. Having MSA for homeowners insurance recommended by our mortgage company has been the worse mistake to date.We have never needed to file a claim and after a pipe burst we are without our floors and had no option but to file a claim.We are 2 months in and no resolution after 3 company estimates that the insurance refuses to meet to repair to the flooring after years of paying their company for coverage yet they refuse to cover!The adjuster has drug her feet and drawn out this process with no resolution to date and still living with a house of sub flooring!Its rather disgusting the way this insurance company does business and I plan to reach out to the mortgage company in hopes to save others from this nightmare of a company! We are left with seeking legal advice and hopes in the near future we will have a floor in our home again.

  Business Response

  Date: 09/25/2024

  Good Morning:

  We are unable to locate a claim number with the information provided.  Can you please provide a claim number or policy number, so that we can respond to the customer's concerns?

  Thank you,

  *** ******

  Business Response

  Date: 09/27/2024

  Please see the attached.

  Business Response

  Date: 09/27/2024

  Please see the attached.

• Initial Complaint

  Date:08/14/2024

  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.

  In 04/2015 we purchased a home and signed on with Main Street America for homeowners Ins. In 04/2024 when yearly premium went from $700 up to $2017, we cancelled our policy and went with Progressive. During initial inspection, it was noted that roof of home was in need of replacement due to hail damage that happened in 04/26/2022. We immediately filed a claim with MSA, and we treated very poorly when they realized we had recently cancelled with them. We followed all instructions as to getting an estimate from local contractor, scheduling their adjuster to come inspect etc, and their adjuster agreed the damage was from hail back in 04/2022, and submitted his estimate to their desk adjuster, ** **** ***, to finalize claim, and send us a check. *** started stalling and making excuses as to why the claim hadn't been completed, and lied to us twice stating their adjuster that inspected the roof had errors in his estimate that needed to be revised before claim could be completed, and that the adjuster hadn't gotten back with him yet We texted the adjuster, *** ****, and were told they hadn't contacted him regarding revising any error. All this is saved in text messages. We later found out that ***** estimate was $6554.13 incl a recoverable depreciation amount of $3589.20, that *** had someone else revise the estimate showing this amount as non-recoverable! As if that wasn't "shady" enough, He then deducted the $1000 deductable we were responsible for, off the net claim TWICE! Shorting us another $1000. The invoice for the completed work from the roofing contractor is $6580, and the total they're trying to send us is $2198.99

  Business Response

  Date: 08/02/2024

  
  Dear BBB,
  
  The above-mentioned complaint is related to a Main Street America (MSA) policy. MSA operates as a separate entity, and is responsible for all policy servicing, claim processing, and premium billing. Please forward this complaint to MSA.
  
  I am respectfully requesting that you remove this file from our company’s assigned complaints to ensure that it will not be used in the calculation of our complaint ratio.
  
  If after reviewing this matter, you determine the complaint belongs to one of our underwriting companies, please return it to my attention for immediate handling.
  
  If you have any questions or concerns, please contact me directly at the number provided below.
  
  Sincerely,
  
  Consumer Affairs Department
  
  

  Customer Answer

  Date: 08/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I am requesting that my complaint be forwarded to Main Street America as they requested as well. 
  
  Regards,
  
  ****** *****

  Business Response

  Date: 08/20/2024

  Please see the attached.

• Initial Complaint

  Date:08/01/2024

  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 car was damaged by a post on a concrete bumper by a piece of rebar was sticking above it 2 to 3 inches and my bumper got caught and under carriage shielding pulled away from the body of my car. The manager came out and took pictures, as I did, and notified ********** insurance carrier. I was given a claim number (***********) and told to get an estimate and send pictures. I also sent pictures of my car before the incident occurred. They refused to repair my car to the condition it was before the incident and offered me $100 and told me to repair it myself. I refused the settlement and they sent me a check for $100 without my consent. I am a usps retiree and unable to do that type of repairs.

  Business Response

  Date: 08/20/2024

  Please see the attached.

  Customer Answer

  Date: 09/04/2024

  My first communication with BBB was that you received my complaint on July 31st 2024. The next communication was on August 26th,2024 that I would receive a file number soon. On that same day I received another communication with a file.

• Initial Complaint

  Date:04/01/2024

  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 son car was stolen on New Years 2024 his car is on my family policy where we have 4 cars on top of that we have our business insured thru them, we file a claim because the car was total by the person who stole the car it been 3 months and Main Street of America is dragging their feet and every time they ask for something else because they said is required for their investigation, they said the car was not stolen and one of us crash the car, we provided them with our phone records, Texts records, they read our personal texts, bank statements of everybody in the policy, where and when we used our cards, they called everybody in the call records, they individually interrogated us, trying to put any of us behind the wheel. After 3 months they can find any evidence of that. Also they want us to get recording from ***** when the car was crash but even though my son is the owner he just bought the car used 2 months before the theft and he did not have a pay membership with ***** ******* but still when the air bags deploy ***** called 911, my son have called ***** and provided then with proof of ownership, ******************** report and still they said they cant release any recording only the location that it was over an hour from ********* where we live. We have cooperate with them on everything. Also the adjuster ************************* told my son on a recording line to change form theft claim to a Collision claim but one of is have to be behind the wheel, because as he said the process of the claim will be faster something not honest at all to said to a client, legally he was leading a customer to lie to a ********************** company to get a benefit. Also something that was disturbing he said that a ***** was a luxury car a young men. My son have a great job, great income and a great credit score and credit history. And this Company have been treading us very bad, probably because of our ethnicity and accent or they are bad just like that.

  Business Response

  Date: 04/11/2024

  Please see attached.

• Initial Complaint

  Date:01/23/2024

  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.

  On ****** I purchased food that included two apple pies from McDonald’s and when more than halfway through an apple pie I bit down into glass. I went to UC in falcon and was told to go to ER. I went to Penrose saint francis in Colorado Springs, Colorado and was checked out and had an Xray. I was told by the doctor that a ln X-ray could only check for large pieces of glass but an MRI would be needed to check for smaller pieces. I declined the MRI due to not having health insurance and not being sure how much it could end up costing. I immediately went back to the McDonald’s after ER and informed them what happened and filled out an injury report. They said they threw all the rest of the pies away for everyone’s safety. I was then Contacted by McDonald’s insurance company and spoke with them many times via phone and email and sent them the glass I had spit out,reciept and remaining food. On ******* I was informed by phone and email that my claim for the ER bill was being denied since glass was not seen inside my stomach by the X-ray. I am in contact with a lawyer but am wanting to file a complaint against them as “Bad Faith Insurance conduct”. The ER bill for this is $********

  Business Response

  Date: 02/04/2024

  Please see the attached.

  Customer Answer

  Date: 02/12/2024

  the company did resolve the issue in a satisfactory way. 

• Initial Complaint

  Date:11/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Claim Number:************* Date Opened: 06/24/2023 Policy Number:******** Issue: This was a fraudulent claim that opened up on my account. I called in on August when i got a cheque for this claim and told the person who was handling the claim, an agent named *** ***** that this was fraud claim and payment needed to be stopped and this claim needs to be investigated as this was a fraud. I told her if anyone calls in trying to change the address for correspondence or mailing to not do so and give me a call. I also called multiple departments within Main street insurance to see how i can prevent this fraudulent activity. I was told it would be fully investigated. Then out of the bule i got a call again in October saying my claim was processed and a cheque was being mailed. I called *** ***** again and told her why it was processed. She said several people called and confirmed it was my claim. This claim was on a property that i had no connection with. I have never been to this property nor is it owned by me. She also told me the cheque was mailed to a address in tennessee. I told her to stop payment and cancel the claim. I also informed main street and told i wanted to speak to her supervisor. Her Supervisor called me and i explained the situation, i told her i wanted a letter from Main street stating that this claim was cancelled and that it was a fraudulent claim. When i get the letter it states that a claim was opened by me and that it was cancelled by me and has no mention that it was fraudulent claim. Main street should have all recording regarding this case of multiple times i had called in. They still state that this claim will be kept in my history to be reopened when i need it. Why would i need it when it was on a property i have no relationship with. Main street has done no investigation and now i have a bad insurance history because of them mis handling the whole situation. Before going the legal route i want to give main street a chance to correct this.

  Business Response

  Date: 12/01/2023

  Please see the attached response.

  Customer Answer

  Date: 12/07/2023

  I am still awaiting resolution on this cases . Can you please keep it open

• Initial Complaint

  Date:09/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an auto policy with MSA, 12 month term. Expiration date of September 10, 2023. I changed addresses to new one 20 miles away. Naturally, MSA used this to increase my premium $105 approx. Address change was May 15. On July 15 I received a bill notifying me of the increase. Policy was cancelled on that date and I purchased a better policy with ***** **** and saved approximately $100 and got better coverage. My complaint is that MSA only refunded me $3.00 for just under 2 months remaining on the policy.

  Business Response

  Date: 09/22/2023

  Please see the attached response.