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:10/22/2024

  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.

  I purchased a 2024 ********* and have 3100 miles on it. While at work one day in late August the company next to ours hired a subcontractor to spray paint some storage tanks. We asked them to tell us before they painted so we could cover our cars, which they didnt do, The overspray got on my vehicle and the paint company said they would make it right and put in a claim with ****, their ins carrier.I got them an estimate of $***** to repair my car. I got a six hundred dollar check and took my vehicle into the shop and gave them the check. Nothing has been done to my vehicle this past month since I put it in the shop and was told by *****,****, representative today that my car was considered a total loss. The ***** Blue Book on this vehicle is 17000-19000. How is this a total loss vehicle? Depending on what they offer me for mine, obviously less than *****, I will still have to pay off the ***** I still own on it AND, put a down payment on another vehicle. Placing me at a minimum of ***** if I put 5000 down on another vehicle. Not even mentioning the dollar amount I paid extra for the 10yr *****0mileage extended warranty

  Business Response

  Date: 10/31/2024

  We are writing in response to the BBB complaint filed against FCCI Insurance under reference number ********,which pertains to an Overspray incident on a job site involving 4 vehicles,including Mr. **** ********* 2024 Kia ***************** Vincents chosen repair shop, Gerber Collision, submitted an initial estimate of $10,893.59 with a possible $4,000 supplement for the *** Coating.   FCCI Insurance ran a value on the vehicle through CCC One Valuation that came back at $20,536.00.  Using the initial repair estimate from Gerber (not factoring in $4k *** Coating supplement), repairs were already at 53% of the value.   Per the State of ********, a vehicle is a total loss when "Cost to repair damage to the vehicle exceeds 60% of fair market value. 47 Okla. Stat. ***. 1111(C)(1)".  Based on the above outlined, **** decided to total the vehicle.
  
  Since the complaint was filed, FCCI Insurance and Mr. ******* have reached an agreed settlement of $13,075.   FCCI Insurance has issued payment to Mr. ******* for agreed upon amount. 

  Customer Answer

  Date: 10/31/2024

   
  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,
  
  **** *******

• Initial Complaint

  Date:05/31/2024

  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 March 13, 2024 my husband was hit by a company vehicle and he admitted fault and the police held him liable for the accident. As a result, the claim was filed and my husband was given a loaner car and his car was sent to the body shop for an estimate. While his truck was an older vehicle a 2008 it was in perfect condition. The estimate for the repairs came out to more than the vehicle was worth and we were given no other options by the adjuster. We have to come out of pocket $3000 to get the vehicle repaired despite the fact that we took it as a salvage in ******** you have to repair the vehicle so we are left with a $3000 bill for an accident. My husband did not cause , I reached out to the company to see if there was any ground to help us out with that repair but I got a call from a very current agent who told me we followed the law too bad so sad. I told her I understand the law was followed the legal part but if youre OK with that and just taking away my husbands vehicle that we cannot afford to repair that goes against everything I have read that this company stands for , I was promised to call back yesterday or today and I did not receive it nor did I receive any contact information from the agent that called me. This is both disheartening and shocking. All we wanted was the vehicle repaired despite the fact my husband was injured and didnt put any claims in for that because thats the kind of people we are.

  Business Response

  Date: 06/05/2024

  
  We are writing in response to the BBB complaint filed against FCCI Insurance under reference number ********.
  
  Our policyholder, Kelsey ************ LLC, was involved in an auto accident with ******************************* on March 13, 2024.  
  
  ************************* vehicle, 2008 Dodge Ram, was declared a total loss from this accident.  The initial cost of repairs was $6,406.22.   In ********, a vehicle is declared a total loss when the damage exceeds 75% of the value.  In this case, the damages are at 132% of the value ($4,860.00).   The owner has the option to retain their vehicle but must obtain a salvage title.
  
  This information was communicated and explained to **************** prior to his decision.  On April 30, 2024, **************** decided to retain the 2008 ***** and applied for a salvage title.   On May 15, 2024, we paid for **************** the Owner Retain Settlement ($3,947.14).  
  
  The owner is now asking FCCI to pay for the repair amount which was not an option as the vehicle is a total loss by Kentucky statutes. 
  

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21782084
  
  I am rejecting this response because:
  While I understand the legal aspect of this, which is what I have conveyed all along, it is morally wrong to take someones vehicle and not make them whole again. This company has been both unprofessional non-Communicative And has not returned one of our phone calls. Its pretty sad that we live in an era that the response from an insurance company too Bad so sad we took your vehicle Because we followed the law. The least they couldve done was to come up with a little better offer on the salvage that we now have to deal with for an accident that wasnt my husbands fault this says a lot about the insurance company and ****** construction! 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/19/2023

  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: C00330702 On 12/20, 2022, a company insured by FCCI lost equipment from their truck and the equipment hit and damaged my car. The owner of the company admitted fault and verified that the piece of equipment that fell of the truck and hit my car was missing from the truck when it returned. My car was appraised by someone that FCCI sent, and the appraisal wasn't for the complete damage that was done to my car. FCCI said that they would supplement additional damage expenses that were found by the body shop. I took my car to the shop for repairs on March 13, 2023. It is April 18, 2023, and repairs on my car have been completed for almost two weeks, but FCCI will not return the phone calls to the body shop to finalize the paperwork and release my car back to me. The body shop has called multiple times without a response. I have also emailed the adjuster, *******************************, and she hasn't responded to my emails. I've called the company but was put on hold for so long that I had to hang up and return to work. I was not transferred to someone in a supervisory position, as requested. I want my car back. The rental I have been driving since March 13 doesn't have the capabilities of my car, and things have been put on hold for over a month.

  Business Response

  Date: 04/21/2023

  April 21, 2023
  Better Business Bureau
  Attn: *********************************
  
  Complaint Case #:                  ********
  Complainant:                           *******************
  Loss date:                               12/20/2022
  Our Insureds Name:               Southwest ***** ************* Inc.
  ***** Number:                        C00330702-01
  Company Name:                     Monroe Guaranty Insurance Co., Dba FCCI Insurance Group
  
  Dear, *********************************.

  Please accept this as our response to the BBB Complaint# ******** filed by Mrs. ******************* We are certainly disappointment to hear our claim handling experience has not met their expectations.
  There are a few items I did want to provide further clarification on, for the sake of transparency. While the date of loss was 12/20/2022, the reason the vehicle did not go into the repair shop until 3/13/2023 was because the repair shop *************** chose did not have availability until then and her vehicle was drivable. Once her 2016 ****** 4Runner went in for repairs, we immediately placed her in a 2021 Cadillac XT5 luxury SUV rental through Enterprise. I am not sure what specific capabilities were missing from the rental. FCCI made a good faith attempt to place her in a comparable vehicle.

  The initial appraisal/estimate completed for her vehicle, or any appraisal/estimate done for any vehicle, will almost never be for the full amount of damages. The reason being is this is an initial visual inspection only. The majority of the time there will be additional damages found once the vehicle goes in for repairs and it is torn down. A supplement is then to be submitted by the repair shop and reviewed then paid by FCCI as applicable. We did make sure to explain the supplement process to *************** when initial payment was sent out. The instructions included that a copy of our appraisal must be provided to the shop. On page 1 of that appraisal, was the information for where all supplements needed to be sent for review.

  It appears that the repair shop, Crash Champions, completed the repairs for *************** vehicle on 3/24/2023. However,they had a supplement for repairs. Crash Champions submitted a supplement directly to FCCI in error on 4/4/2023. The receiving teammate then forwarded this supplement to the correct party, which was the third-party appraising company whom had completed the initial evaluation. This is where the delays occurred.Our appraising vendor did not complete the review of the supplement until 4/18/2023. Payment was then issued to the shop and *************** vehicle released.
  
  Per the above information provided,you can see that the delay occurred during the supplement process and lasted a total of 10 business days. It began when the shop sent their supplement to the wrong inbox. During this 10 day time period, *************** was still authorized to drive her rental vehicle and was not without transportation. The concern regarding a delay in resolution of this claim is not a typical FCCI claim handling practice. We are taking appropriate actions, which include discussing the file with the handling adjuster mentioned, to ensure these do not occur again.  
  
  If I can be of further assistance, please feel free to contact me at ***********************.

  
  Sincerely,

  ******************************************, AINS,A.S.                                    
  Manager, ***** Services Team

• Initial Complaint

  Date:10/28/2022

  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 October 5, 2022 My Son's vehicle was hit by an insured person/client (******************************** ***** of FCCI Insurance Group. The claim was filed with them a few days later, given time for the police report to be generated. I called the agent in question (*********************************************************************/*****************************) to find out an adjuster's name and a file #, he stated that he would call me back that day that was on Oct 6/7, 2022. I waited until 10/10/22 Only to find out that he was no longer with company. I was given the number to FCCI and the adjuster there ***********************, (10/13)from there. I was sent off to an outsource team for claims handling to *********************************** (QB Claims) and then another call for an appraiser to come out to look at the car by now it is Oct 24, ****. I call to find out what they plan to do about the repairs on the vehicle, ******** states that she will be sending out a check for $1,180.?? for damages done to a car hit by a truck no less. She further states that this is how claims are handled. She said that we could choose the shop of our choice for the repairs. But there in lies the problem. I have called numerous shops and none of then want to take this claim. and I can't get anyone on the phone to fine out what I need to do.FCCI Insurance Group ************ or ************ *********************** ************ Claim# C00326460-01 *********************************** ************ Claim# ***** Agent ********************************************************************* ************

  Business Response

  Date: 11/07/2022

  November 7, 2022
  
  
  Better Business Bureau
  2655 ************************
  **********, ** 33759
  
  Response uploaded via: https://respond.bbb.org/respond/
  
  
  Case Number:                          18328928
  Complainant:                           ********************************************
  Loss date:                                 10/5/2022
  Our Insureds Name:                ********************************
  Claim Number:                        C00326460_01
  Company Name:                      FCCI Insurance Company
  
  
  To whom it may concern:
  
  This letter is in response to the complaint filed by ********************************************. FCCI Insurance Company insures ******************************** *** under Commercial Auto policy #: CA10007586903 with effective dates of 03/01/22 03/01/23.  
  
  The above referenced claim was reported to FCCI Insurance Company on 10/06/2022 via email at 5:00 p.m. FCCI entered the claim into our system on 10/7/2022.  After completing our investigation and accepting liability, we sent an appraiser out to inspect her son, *******************, 2021 ********** Jetta. The initial appraisal estimated $1,180.30 in repairs. Payment was issued to the vehicle owner, ************************* on 10/27/2022.  ********* called the handling adjuster to advise that she was unable to find a repair shop that would take her sons vehicle.
  
  ********* would like FCCI to find a repair shop and does not agree with the payment amount the appraiser came up with. We have explained the supplement process multiple times and we do expect a supplement to come in after the vehicle has been torn down and the repair process has begun.  Before we can honor a supplement, the owner must identify a repair shop of his choice that we can negotiate the repairs with. Once a supplement is written, FCCI will review and issue any supplement owed to the body shop.  To date we have not been provided this information.
  
  FCCI has sent a list of body shops within a 20-mile radius to assist in helping her son, the claimant vehicle owner, select a shop that will take his vehicle and start repairs.  FCCI has also given the option of them getting an estimate and photos from the body shop of their choice and submitting to us for review.
  
  FCCI has made every attempt to resolve this claim as outlined above. If I can be of further assistance, please feel free to contact me at ***********************.
  
  Sincerely,
  
  ***********************
  Supervisor, ************** Team
  FCCI Insurance Group
  6300 ******************
  ********,** 34240
  

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18328928
  
  I am rejecting this response because: 11/09/2022

  We (myself or *****) had not received a check from FCCI as stated that has been sent. The list of collision shops that was sent I have made two appointments that are pending the outcome of their finding after the review of the vehicle.

  The other part of this is. Why would FCCI be sending out a check to us as if we are the ones to be paying for the damages done to our vehicle, all checks should be made payable to the shops where the vehicle is going to be repaired. What is this check for?  We ( *****/*********) are not accepting any responsibility for these damages done to our vehicle.  

  I have attached a copy of the appraisal so that you can see for yourself the amount of damages done to my Son's vehicle, and they want to issue him a check for "The initial appraisal estimated $1,180.30 in repairs."  You let me know what you see. 
  
  Sincerely,
  
  ********************************************

  Business Response

  Date: 11/17/2022

  November 17, 2022
  
  
  Better Business Bureau
  2655 ************************
  **********, ** 33759
  
  
  Case Number:                          18328928
  Complainant:                           ********************************************
  Loss date:                                 10/5/2022
  Our Insureds Name:                ********************************
  Claim Number:                        C00326460_01
  Company Name:                      FCCI Insurance Company
  
  
  
  To whom it may concern:
  
  This letter is in response to the secondary complaint filed by ********************************************.
  
  As stated previously, payment was issued to the registered owner,******************* based on the initial appraised damages of $1,180.30.  Payment was issued on 10/27/22 and mailed to ************************************* 30214.  We are required to pay the vehicle owner. If the owner prefers we pay the shop directly, we can place a stop pay on the check and the owner can sign a Direction to Pay for their chosen repair facility.
  
  ********* continues to express disagreement with our payment amount, but fails to provide an estimate from their chosen repair facility. As previously outlined, FCCI expects a supplement and will review/issue additional payment once received/supported.
  
  To date we have not received communication from the claimant on the location of the chosen repair facility.
  
  FCCI has made every attempt to resolve this claim as outlined above. If I can be of further assistance, please feel free to contact me at ***********************.
  
  Sincerely,
  
  ***********************
  Supervisor, ************** Team
  FCCI Insurance Group
  6300 ******************
  ********,** 34240 

  Customer Answer

  Date: 11/19/2022

   
  Complaint: 18328928
  
  I am rejecting this response because:
  I find that the way FCCI handle claims by putting the responsibility on the one who has been inconvenient by their client to do the ground for themselves.

   I have never worked with a company who doesnt take care of their responsibility as this one has. I am accustomed to an insurance company that is above board having their own selection of collisions centers to work on their behave. This tells me that they already know that they are not who they say they are. 
  I am moving forward with having FCCI investigated for unfair claims handling by the insurance commissioners. 
  I am tired of dealing with this unfair treatment by FCCI sorry way of doing business. I will also include the qualifications of the appraisal sent out to review the vehicle in my complaint.
  Sincerely,
  
  ********************************************