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:01/16/2025

  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.

  Ive tried to cancel my policy multiple times I keep getting the run around I spoke with one manager who said I need to contact my agent who I got policy from wich I did and 12 days later policy still active I call back tried once again to cancel this time I got a few possibilities from agent wich were not acceptable as this was supposed to be canceled on the 6th and a refund was supposed to be issued as my new policy (proof of coverage) started on the 6th this company is a joke and practices illegal activity they cant force me to stay with them by not acknowledging me

  Business Response

  Date: 01/23/2025

  
  January 22, 2024
  
  Carrier:Embark Holdco Management, LLC for Permanent General **************************;
  Policy Number:PMA0018110-01
  Policy Holder:******* ******
  
  
  Dear ******* ******,  
  
  I apologize you did not get a call back in a timely manner. We appreciate you taking the time to speak with our Underwriting Manager, ********* *******. As you requested, your policy has been cancelled effective 01/06/2024 when your new coverage began. A refund of a total of $322.61 has been refunded to your credit card ending in 6392. 
  
  If I can be of any further assistance, please feel free to contact me.
  
  
  Sincerely, ***** ******** ***** ********
  Director of Underwriting 
  Embark General PO BOX 500070
  **************************** Phone ************
  Fax: ************
  

• Initial Complaint

  Date:12/11/2024

  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 canceled this home insurance policy on 10/17/2024. The company is unreachable and though I have left numerous messages I have not received the expected refund. The insurance broker I have been using: Goosehead Insurance: ************, continues to send me to their customer service who send me to ********************: ************. I have been told they sent a check to my bank but my bank has never received anything. I would like to have the refund issued to me but I have not been able to contact a person at the company to verify they are willing to issue this refund. The expected refund in $2040.17. At this point the lack of availability and action makes it seem like the business is scamming.

  Business Response

  Date: 12/13/2024

  Dear BBB and Ms. ******** ****,

  
  Thank you for bringing this matter to our attention. We understand your concerns and sincerely apologize for the inconvenience you have experienced. After a thorough review of your case, we would like to provide clarification and an update regarding your refund request:
  

  Policy Structure:
  The insurance policy in question is a lender-billed policy. This means that the lender, as the billing party, is responsible for premium payments and is therefore the recipient of any applicable refunds. This is a standard industry practice for lender-billed policies.
  

  Refund Process:
  The carrier for your policy, KW, manages all accounting transactions. While we acknowledge that you made a direct payment, KWs refund procedures require the refund to be issued to the billing partyin this case, the lender. Regrettably, KW cannot issue the refund directly to you due to these established procedures.
  

  Current Status:
  We are in ongoing communication with KW and your agent at Goosehead Insurance to expedite the resolution. KW is currently awaiting confirmation of the lenders correct mailing address to ensure proper delivery of the refund. Once this information is received, KW has committed to processing the refund within 5-7 business days.
  

  We understand how frustrating this delay has been and want to assure you that we are actively coordinating with all parties involved to resolve the matter promptly.

  
  Your patience and understanding during this process are greatly appreciated. Thank you for the opportunity to address your concerns and work towards a resolution.
  Sincerely,

  
  ******* ******
  Vice President
  P: *********************

  King 

  An Embark Company

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22674817
  
  I am rejecting this response because:
  I have provided the mailing address and still have not gotten conformation of the payment sent nor received the payment. 
  Sincerely,
  
  ******** ****

  Business Response

  Date: 12/13/2024

  We have confirmed the following:

  
  Updated Information Provided: The customer has provided an updated mailing address for the lender. The address was provided today (see attached email).
  Refund Processing Timeframe: Per the carriers (KWs) refund procedures, once the address is received, processing the refund takes 5-7 business days. The customer has been advised of this process.
  
  We have communicated with KW to confirm that the address was received and that the refund process is now underway.
  
  ******* ******
  Vice President
  P: *********************

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22674817
  
  I am rejecting this response because: check has not been received.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:10/09/2024

  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 had signed with this insurance company back when I first got a car in 2023. Completely overpaying at $79/month for a 1998 car. I understood that because it was my first car, I was under 25 at the time and I had obtained my license only a few months prior, my ********************** would be higher than expected given my model of car. So I signed a year long contract for $79/ months . A few months later when I turned 25, I called to see if I could get it decreases, they said no because it was a contract. I said OK and waited my contract out- it was set to expire end of JULY 2024. I received an email towards the end of July that I would have to resign the contract to renew. I ignored the email as I had already decided to go with a different insurance. A few days later I got a call from an agent and informed him that I would not like to renew. I thought the matter was settled. I just opened my finances as I am planning for a big purchase only to find that I was fraudulently charged TWICE by this company, once in August for $176.24 (almost $100 over my contract) and a month later for $123.19. When I called to get a refund they said I would have to reach out to a different company and contact brokerwhich is was obviously absolutely ridiculous, if the charge was made under this company name, refund me under this company name??? I was dumbfounded. The lady on the phone (*******) was so rude and and unhelpful kept saying it wasnt her problem and to call a broker. I didnt know what that meant. She wouldnt escalate to a manger. Im out over $200. I already blocked the company from further charging my bank. Scam of a company, if I dont get my refund compensation, I will take action with small claims court.

  Business Response

  Date: 10/15/2024

  
  
  
  October 15, 2024
  
  
  **** El ****** ****
  ***********************************************
  
  
  ID Number:                            22401020
  Carrier:                                   Incline NationalInsurance Company
  Policy Number:                      IPA001353-01
  Insured:                                   **** El ****** ****
  
  
  
  Dear BBB,
  
  Thank you for bringing this to our attention and I am happy to address the customers concerns.
  
  As an ********************** company we try and be as transparent as possible with our customers with their policy and billing. This is why we issue out the renewal offer more than 30 days in advance. **** had enrolled in automatic monthly payments which is why the policy renewed on 08/29/2024 and then withdrew the first installment on 09/28/2024.
  
  The first phone call we received from **** was on 10/09/2024 asking if the policy expired. She was advised it was currently active. When **** requested to cancel, she was referred to her agent at ***** Insurance Services as we do not take cancel requests over the phone. I contacted the agent, and they had not received a request to cancel prior.
  
  I understand **** did not want to renew and was under the impression that she did not need to do anything further on her policy with us as she went with another carrier. I have flat cancelled Myras policy effective the renewal date of 08/29/2024. A refund of $287.83 will be mailed to the address listed on the policy. We are unable to refund the credit card used as the card has been cancelled. Please allow 5 7 business days to receive the refund by mail.
  
  If I can be of any further assistance, please feel free to contact me.
  
  
  Sincerely, ***** ******** ***** ********
  Director of Underwriting
  Embark General PO BOX 500070
  **************************** Phone ************
  
  

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22401020
  
  I am rejecting this response because:
  I accept the refund as it is what is right, but I cannot receive a physical dress at the listed address.
  

  I called Ms. ****** the listed phone number is wrong by the way, but did not receive a response. Please give me a call at ********** so we can sort it out.
  

  Other than that, thank you for this proper resolution 

  Sincerely,
  
  **** ****

  Business Response

  Date: 10/16/2024

  Please see response below:
  
  Thank you for speaking with our underwriting department today. Each payment was charged a $5.80 processing fee by the outside billing company. This is not a fee we charge or retain. The refund of $287.83 is the total premium we collected on your policy. Per your request, we will not be sending the refund of $287.83 by mail. I understand you requested your bank to unblock our company, and we will be able to put the funds back on your credit card on Friday 10/18/2024. Please note each bank their own process time so it may be a few days until you see the funds in your account. Underwriting will contact you by phone on Friday once the refund is completed.
  
  Sarah ********
  Director of Underwriting
  p: (470) 283-3919
  **************************************************************
  
  

• Initial Complaint

  Date:09/19/2024

  Type:Product 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.

  On July 30, 2024 I accepted a quote through ***** Insurance agent (I paid them $49) for Embark General. I issued payment that day. The next day ***** informed me that Embark is requesting a copy of the registration (on order through the dealership since I just bought the car on 7/30) and proof of residency for 13 people I never/don't know. I sent them a copy of the Buyer's Receipt and other papers, but it was not acceptable. I also let them know that I do not have anything to do with the people listed, but they insisted. On 8/2/24 I cancelled the policy and purchased from another company. I was first told that I would receive a paper check. On 8/7, I inquired about the check and was told it would take 3-4 weeks. On 8/28, I contacted ***** again and was told that the check would be sent out on 9/2 because they hold it for 30 days. On 9/6, I was told that the check will arrive within 7-10 business days from the 2nd. They told me to wait until the 20th. Today is the 19th and still no check. Can you help me resolve this?

  Business Response

  Date: 09/25/2024

  Dear Better Business Bureau,
  Thank you for forwarding ********** ******** concerns to our attention. I appreciate the opportunity to respond and address the matter.
  Ms. ******* purchased a policy through her agent on July 30, 2024, and made a down payment of $238.00 for the first month's premium and associated fees. On August 2, 2024, we received a request from her agent to cancel the policy. A refund of $135.05 was issued to the customers credit card ending in 1462 on September 20, 2024.
  We understand that ********** was initially informed by her agent that the refund would be processed within 30 days of the cancellation request, and we apologize for the misinformation provided. Our standard procedure is to process refunds within 60 days, and this has since been clarified with the agency to prevent future miscommunication.
  Regarding the underwriting process, we requested additional documentation, including proof of residency and registration, as well as clarification regarding the excluded drivers listed on her prior insurance policy. We work closely with agents and customers to ensure all necessary documents are provided to maintain proper coverage. On August 2, 2024, Ms. ******** agent informed us that she did not recognize all of the excluded drivers, and we communicated that we were willing to assist in resolving this concern. However, since a cancellation was requested on the same day, no further action was taken.
  We apologize for any inconvenience caused and appreciate the customers patience as we resolved this matter. If there are any additional concerns or questions, we are happy to address them.
  Sincerely,
  
  ***** ********
  Director of Underwriting
  Embark General PO BOX 500070
  ****************************

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22309131
  
  I am rejecting this response because:
  I do not feel that Embark should withhold $102.95. If $238 was the first months premium, then I should get back the full refund minus three days ($23.80).

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

  Business Response

  Date: 09/27/2024

  Dear Better Business Bureau,
  Thank you for your follow up reply.
  
  On 09/26/2024 we were able to contact ********** ****** by telephone to go over why the refund amount was $135.05. We explained it included 2 nonrefundable fees and a cancellation fee. The policy fee of $60.00 and the $2.50 **************************************** (MVCPA) fees are fully earned and not refundable. As a courtesy we waived the $29.00 cancellation fee. ********** ****** stated she understands and just wanted an explication.
  
  A refund of $29.00 was sent back to the customers credit card ending in 1462 on 09/26/2024.
  
  If I can be of any further assistance, please feel free to contact me.
  
  Sincerely,

  ***** Barillas 
  Director of Underwriting

  Embark General

  PO BOX 500070
  ******************

  GA ***** Phone

  ************

  Customer Answer

  Date: 09/29/2024

   
  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:08/23/2024

  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.

  My ****** vehicle was involved in an accident with one of embarks insured on April 26th 2024. Finally, in July my checks were sent out to cover the damages. They not only had me confirm my address, but also had a police report with my address as well. After a few weeks when the payments didn't arrive, I was told the checks were returned but wasn't told why at that time. I then had them re issued the checks to be sent to my mothers address, where i still receive mail( thinking maybe it was an issue with my mail carriers).After the checks never arrived for a second time, I finally got email notification with the photo of the first retuned check. They had sent them to the wrong address! After being told they were sent out August 1st, around the 15th I checked to see what was going on as I hadn't received them AGAIN. At this time I have no response as to why they never arrived on the second mailing attempt. Last week I was told that it would be possible to get them re sent a third time via *** with tracking number. The claims agent ************************* has yet to answer any emails of me asking when I'll get them re sent with tracking. So here it is, 4 months after the accident and I have yet to receive payment, and there has been zero response to my question as to where my tracking number is. Next step is me involving the attorney general office to see if they can help.

  Business Response

  Date: 08/28/2024

  Dear BBB of *************, ****** & NE Georgia,

  
  We appreciate the opportunity to respond to the complaint filed by ***************************** regarding the delays in receiving payment for their claim.
  After carefully reviewing the situation, we would like to provide the following information:

  
  1. The initial checks were sent out in July 2024, but due to an error, they were mailed to an incorrect address. Although we confirmed the address with the complainant, a mistake occurred, which we deeply regret.
  2. Upon learning that the checks were not received, we promptly reissued them and sent them to the alternate address provided by the complainant. Unfortunately, these checks were also not delivered, causing additional delays.
  3. A stop payment was placed on the missing checks, and on August 26th, 2024, we sent a replacement check overnight via **** According to the *** tracking information, the check was successfully delivered on August 27th, 2024.

  
  We understand that there was frustration due to the delay in providing the tracking number and a lack of timely communication from our claims adjuster. We sincerely apologize for the inconvenience and stress this situation has caused. We are committed to resolving any outstanding issues and ensuring that our customers receive the service they deserve.

  
  If the complainant has any further concerns or has not yet received the payment, we encourage them to contact us directly so we can resolve any remaining issues as quickly as possible.

  
  Thank you for allowing us to provide this response, and we appreciate your assistance in facilitating a resolution.

  
  Sincerely,
  ***********;E. *****
  Claims Manager

• Initial Complaint

  Date:07/23/2024

  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.

  My car was hit by one of your clients, I was given a claim number ********** the agent who contacted me is Robyen ********************** car is in the shop, I had to do a rental car for work using my own money ****** does not answer any messages, emails or phone calls and all the information was provided to her. The body shop can not contact her too.It seems like scam behavior.I work for the press for 30 years and Im ready to publish all as a scam.My documents are uploaded, my car is in the bodyshop and they can not begin to work on it.My name is ************************************* my phone number is **************.I have everything recorded chronologically, if this is not taken seriously Ill contact the authorities and publish everything.

  Business Response

  Date: 07/29/2024

  
  
  July 29, 2024
  
  BBB of *************, ****** & NE *******
  
  RE:       Complaint ID:                             22029995
              Name of Complainant:              *************************************
              Name of Our Insured:                ***********************
              Policy Number:                          IFL0049055-00
              Claim Number:                          **********
              Date of Loss:                              July 05, 2024
  
  Dear BBB of *************, ****** & NE *******,
  
  Embark General Insurance Agency, LLC is the Program Administrator for the above-referenced insurance policy issued by ************************* Thank you for bringing the concerns to our attention regarding the accident that occurred on July 5, 2024. We sincerely apologize for any delays in communication and understand the frustration this situation has caused.
  
  We have contacted the body shop and completed a physical inspection of the 2014 ***** Pilot. A supplemental estimate for additional damage found after the teardown of the vehicle has been completed in the amount of $1,478.04.
  
  We have received and reviewed the rental bill submitted and have requested payment for reimbursement.
  
  We understand the inconvenience and stress that an accident can cause, and we want to assure you that we take our responsibilities seriously. Our team is committed to resolving claims efficiently and fairly.
  
  If you have any further questions or concerns, please do not hesitate to contact us directly at ************.
  
  Sincerely,
  ***********;E. *****
  
  
  
  Claim Manager
  
  
  p: ************
  
  
  **********************************
  
  
  
  
  

• Initial Complaint

  Date:06/21/2024

  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.

  Embark General autorenew my policy and I didnt know that they made this. They sent me letters asking for renew but I didnt replied because I decided to choose another company. In the letters they didnt informed me that I was in autorenew.I called them today, as soon I discover this, but they said that they cant cancel my policy by phone. I wrote an email for them and I am very mad.I will never again use Embark General and for sure will not recommend for anyone that I know.They should inform the customers in the letters that they will use the autorenew and also inform the customer how to properly cancel their service.

  Business Response

  Date: 06/26/2024

  
  
  
  June 26, 2024
  
  
  ************************* Dos ***********************
  ********************************************************************************
  
  Better Business Bureau
  *******, **
  
  
  BBB Complaint ID:                21885837
  Carrier:                                   Embark Holdco Management, LLC for Permanent General Assurance    Corporation
  Policy Number:                      PMA0031879-00
  Policy Holder:                         ************************* Dos ***********************
  
  
  To whom it may concern,
  
  Thank you for reaching out about ************************* Dos ************************* auto policy.
  
  A renewal offer was mailed 34 days prior to the renewal date of June 17, 2024. This offer included a Recurring Payments Notice, which outlined that ************** had agreed to and was set up for recurring payments.Since Embark Holdco Management, LLC for Permanent General ********************* did not receive notification that ************** did not wish to renew, the payment was debited from the bank account on file. This procedure mirrors the prior renewal on June 17, 2023, which was also processed in the same manner. Our records indicate full compliance with Massachusetts regulations, and we find no violations of insurance laws.
  
  The payment of $171.86, debited on June 17, 2024, was returned by the financial institution on June 25, 2024. The first installment of $153.83, debited on June 24, 2024, will be returned to the bank account on file after the mandatory 14-day hold period. If the payment has not been returned by the financial institution by July 8, 2024, we will process the refund.
  
  Our company policy requires cancellation requests to be submitted in writing. We received **************** written request to cancel by email on June 24, 2024. Consequently, the policy has been flat canceled effective June 17, 2024.
  
  Please find the following documents attached:
  Renewal Offer 06/17/2023.
  Renewal Offer 06/17/2024.
  Customers Request to Cancel
  Flat Cancellation Notice
  
  If I can be of any further assistance, please feel free to contact me.
  
  Sincerely,
  ***************************
  Director of Underwriting
  Embark General
  Phone ************
  

• Initial Complaint

  Date:04/16/2024

  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 would like to make a complaint on *************************************** email is *************************************** very unprofessional for someone who taking my claim i honestly think she shouldnt be working for this field she doesnt know what she is doing

  Business Response

  Date: 04/16/2024

  
  
  April 16,2024
  
  BBB of *************, ****** & NE *******
  
  RE:       Complaint ID:                             21581214
              Name of Complainant:              *********************************
              Name of Our Insured:                *********************************
              Policy Number:                          IFL0035803-00
              Claim Number:                          **********
              Date of Loss:                              March 31, 2024
  
  Dear BBB of *************, ****** & NE *******,
  
  Embark General Insurance Agency, LLC is the Program Administrator for the above-referenced insurance policy issued by ************************* Thank you for bringing ***************************************** complaint to our attention. At Embark General Insurance Agency, LLC, we value all feedback and take customer concerns very seriously.
  
  ********************* has expressed dissatisfaction with the service provided by one of our employees, ***************************************. We regret any distress or inconvenience caused by this interaction and will review it to ensure that all communications have been conducted appropriately and professionally.
  
  *************************************** promptly conducted a thorough investigation upon receiving the claim. She diligently gathered statements from all involved parties and secured an accident report, which initially posed a challenge to obtain. Through her investigation, ******** determined that the other party was responsible for the accident involving ***************************************** vehicle. Regrettably, ************************* policy with us does not include collision coverage for her vehicle's damages. Consequently, she will need to pursue compensation from the other party's insurance company or directly from them to cover her vehicle's damages. Our handling of the claim strictly adhered to policy conditions.
  
  While we are addressing this matter internally, we will continue to manage *********************** personal injury protection claim diligently and with the utmost care.
  
  We are dedicated to improving our service and addressing any issues that arise.Please forward this response to ********************** and let us know if further clarification is needed.
  
  Sincerely,
  *********************
  Claims Director
  ************ office
  *********************************

• Initial Complaint

  Date:01/27/2024

  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.

  Embark General's policy holder hit and damaged my car in August 2023 while my car was parked in a parking lot. After estimating the repair cost they decided to fix the car instead of totalling it. I took my car to a certified body shop and rented a standard car at a very low rate ($28 a day). After the body shop repaired my car Embark General refused to reimburse for the full rental cost. For the whole rental period my car was in the body shop and I was not allowed to take it so I didn't have any choice to save time or rental cost. I actually called the body shop more than 10 times to make sure they were actively working on my car. The owner of the body shop can provide details about the all the hours they needed to repair my car but the Embark General's agent who owns my claim refused to accept the details, saying they had already had all the information they needed. As the owner of the damaged property I am asking Embark General to fully reimburse the rental cost while I was waiting for my car. The amount they haven't reimbursed me is $237.75. My claim number is **********.

  Business Response

  Date: 01/31/2024

  Dear *******************,
  Following our recent communications through the Better Business Bureau regarding your rental car expenses, we have carefully reviewed your case to ensure a fair and satisfactory resolution.
  Upon closer examination, our appraisal department observed that the duration of the rental period seemed to extend beyond what is typically anticipated for the labor hours billed for your vehicle's repair. It is our constant aim to manage claims and associated costs with fairness and precision, aligning with both our customers' interests and industry standards.This thorough review process underscores our commitment to these principles.
  With this in mind and understanding the inconvenience and concern this situation may have caused, we are pleased to inform you that a payment of $237.75 has been issued today to cover the remaining balance of your rental car expenses. This decision reflects our commitment to customer satisfaction and our willingness to adapt our processes when necessary to address our customers' needs effectively.
  We trust that this resolution fully addresses your concerns and demonstrates our dedication to providing a positive and fair customer experience. ********************** values the feedback and trust of our customers, and we view your input as a vital part of our ongoing efforts to improve our service quality.
  Should you have any further questions or require additional support, please do not hesitate to reach out to us. We are here to assist you.
  Thank you for allowing us the opportunity to resolve this matter. We appreciate your patience and look forward to serving you better in every interaction.
  Best regards,
  *******************
  Claims Manager
  470 508 062
  *********************************

  Customer Answer

  Date: 01/31/2024

   
  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:01/16/2024

  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.

  A policy holder from this insurance company hit my car in ********* ** Nov 2023. I spoke to a man from the insurance company by the name *********************** regarding the claim. I was told to send pictures of the damage which I did. We are now in Jan **** and I have not heard anything from them. I have also called them and have left messages and still no call back. I would like for them to be responsible and pay to have my bumper fixed, especially since it was not my fault

  Business Response

  Date: 01/22/2024

  Dear ****** ***********************,
  Thank you for bringing your concerns to our attention regarding the accident that occurred on November 21, 2023, in *********, **. We sincerely apologize for any delays in communication and understand the frustration this may have caused.
  Upon receiving your claim and the photos of the damage to your **** ****** Camry, we conducted a thorough damage inspection. Unfortunately, the inspection revealed that the extent of the damage classified the vehicle as a total loss. We have since reached a settlement with you to address the matter appropriately.
  We understand the inconvenience and stress that an accident can cause, and we want to assure you that we take our responsibility seriously. Our team is committed to resolving claims efficiently and fairly. We appreciate your patience throughout this process.
  If you have any further questions or concerns, please do not hesitate to contact us directly. We value your feedback and strive to continuously improve our services.
  

  Sincerely,
  *********************** Claims Manager

  ************

  Customer Answer

  Date: 01/23/2024

  I have agreed with them but I would like to keep this open until I have received what they said I would.