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Complaint Details
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Initial Complaint
05/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased insurance on 4/2/2024. The sale of the car didnt go through. So I immediately requested a refund. I was told that it would be 30 to 45 days from 4/2. It is now 5/22/24. I have yet to receive my refund or any correspondence about my refund. I call and I get the same message. This is from freeway/direct Auto, and premium finance.
Business response
06/03/2024
The Complainant, is a Direct Auto Insurance Company policy holder who purchased insurance through her agent, Freeway Insurance, ****************************************************, Phone:**************, Producer #: 125-120160-1200007084. Inasmuch as this policy is AGENCY BILL, Direct Auto has nothing to do with the collection of premium and installment payments or refunds. The Complainant should contact her agent for refund information.Initial Complaint
05/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
$391.00 a month for car insurance. Every month I paid late and every month they said I didnt. Had to call and get it straightened out month after month. Same thing this month. Was told they found my payment and was well. Got a letter saying I was cancelled on 5/14. Disregarded that one because this happens every month. Got another one today that says I was cancelled today. Called and got a rude customer service guy who told me its common sense why my policy was cancelled. Done playing with these guys. Do not use this company.Business response
06/03/2024
Direct Auto Insurance Company, based in ******* (NAIC ID# ****** has diligently searched its records and has determined that the Complainant is neither one of its policyholders nor is her claim against one of its policyholders. In short, it appears that the Complainant has filed her BBB Complaint against the wrong company. The Complainant failed to provide her policy number or copies of any materials which would identify the name of her insurer. This appears to be a situation where the Complainant has identified the wrong company with a similar name in her BBB Complaint. Direct Auto states, on information and belief, that Complainant's complaint should be directed to Direct Auto Insurance in the State of ******** (phone: ************ or email **************** at *********************************************************************. Direct Auto will gladly revisit this issue if the Complainant provides further policy information.Initial Complaint
05/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On April 17, 2024 around 10 PM I called my roadside assistance due to my car being broke down. I spoke with ****, who first told me my policy was not active, then discovered it was then informed me they only covered 15 miles which was a shock to me considering I paid extra every month to have this coverage. Then he couldnt get my location, correct even though I gave him exact directions to where I was crossroads nearest intersections and airport everything under the sun. Then he informed me it was 49 miles and I explained to him that even if you took the long route, it was 39 miles but the fastest route was 29. He told me that regardless I had to pay for 49 miles minus covered *************************************************************************************************************** I had to pay for them. I asked to speak to a supervisor he put me on hold at this point where an hour into me being on the phone arguing with him knowing Im gonna have to wait at least an hour to two hours for a tow truck driver to show up. When he first answered the phone, he asked if I was in a safe place and I explained to him that I was on the side of a busy highway in a thunderstorm flying by and kids in the car. So its as safe as I can get with everything happening. I never got to speak to a supervisor he hung up on me after arguing with him for an hour. so I told my husband, *** never been treated like this for a service that I pay for to leave the car and well deal with it tomorrow. 15 to 20 minutes later **** calls me back to tell me he still working on my claim in which I asked him why he hung up on me and he said he didnt and I said will you have my phone number so why didnt you call me right back like you said you would when you took my phone number in the beginning of the call. At this point, I snapped and went off on him and hung up the phone and told him I would be reporting him the next day. The next morning called no luck no one cares and no car towed stillBusiness response
05/30/2024
Direct Auto Insurance Company, based in ******* (NAIC ID# ****** has diligently searched its records and has determined that the Complainant is neither one of its policyholders nor is his or her claim against one of its policyholders. In short, it appears that the Complainant has filed her BBB Complaint against the wrong company. Once again Direct Auto states, on information and belief, that Complainant's complaint should be directed to Direct Auto Insurance in the State of Arkansa (phone: ************ or email **************** at *********************************************************************. Direct Auto Insurance Company, based in ******* (NAIC ID#****** does not insure drivers who reside in the ******************Initial Complaint
05/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have had Direct Auto for over a year now paying almost ****** a month for your services. Why am I paying this amount when you wont even cover an issue with my vehicle that was not my fault!!!!!!!! I simply needed my windshield fixed! But your company will not cover this all though I have had a clean driving record and had zero claims made on my policy. So what the h*** am I paying you monthly for? Other than the fact that if I dont you will have my license suspended??? Your ********************** is a joke!!!!!! I will be leaving your company as soon as I get to another provider. Direct Auto youve done nothing but rob me for over a year!! But you cant replace a broken windshield even though u pay you monthly to protect my vehicle. Comprehensive coverage or not your a joke for thinking its okay to make me pay ****** to get a new windshield!!!! When I pay you that monthly!!!!!!!!!!!!!!!!!!!!!!!!!!!! I expect a phone call or email asap! With what can be done about this! Because its not okay and its wrong on every level. Youre just a bunch of thieves.Business response
05/29/2024
Direct Auto Insurance Company, based in ******* (NAIC ID# ****** has diligently searched its records and has determined that the Complainant is neither one of its policyholders nor is his or her claim against one of its policyholders. In short, it appears that the Complainant has filed his or her BBB Complaint against the wrong company. Once again Direct Auto states, on information and belief, that Complainant's complaint should be directed to Direct Auto Insurance in the State of ******* (phone: ************ or email **************** at *********************************************************************. In addition, Direct kindly requests that the Complainant indicate satisfaction with our company's response to this matter.Initial Complaint
05/08/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have been over charged for my premium with no explanation. Each month I am billed a different amount. My initial policy is mysteriously not located on the app. My policy ends in June and I have already paid more than my 6 month policy states. ******* was my 6 month premium due to expire in June and I have already paid ******* My new premium is listed to be ******* and I have had no claims and no changes to policy. This seems like a scam. Its just not adding up.Business response
05/21/2024
Direct Auto Insurance Company, based in ******* (NAIC ID# ****** has diligently searched its records and has determined that the Complainant is neither one of its policyholders nor is his or her claim against one of its policyholders. In short, it appears that the Complainant has filed his or her BBB Complaint against the wrong company. Direct Auto asks that the Complainant recheck her records and disclose the policy number of the company which issued her policy and contact that company. In addition, Direct kindly requests that the Complainant indicate satisfaction with our company's response to this matter.Initial Complaint
05/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was involved in an motor vehicle accident in June of 2023 as a passenger in my brothers vehicle that resulted in my back injury. The driver of the other vehicle was not paying attention to the road and ran into us from behind. The driver has insurance through Direct Auto Insurance. Direct Auto was cooperating for a brief time but now has not responded to my emails in over two months. I'm just looking for a proposed settlement so that I can pay off my medical bills.Business response
05/17/2024
Direct Auto notes that the Complainant is represented by counsel. Accordingly, Direct Auto can no longer attempt to resolve the issues raised in the Complainant's Complaint without the involvement of her attorneys.Initial Complaint
05/03/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On May 3, 2024, I went to make my payment for my car insurance through direct auto insurance company. When I logged into the mobile app to make my payment, I noticed in two days it had increased by $10. I joined a chat with an agent and asked for a break down to see when I accumulated the late fee, that way I had it not only for my personal notations for future payments to avoid a fee but for possible reimbursement from my fianc's employer for a paycheck issue that caused the late payment to be accumulated. I was told that is not something they could provide. The agent claimed that they are having an issue with their system that makes the receipt disappear and becomes unable to be pulled up again even by an agent. The agent also stated that the issues will hopefully be fixed in the next few months. I even checked my email to see if I had received a receipt in my email for the payment I had made. The only thing I received to confirm I had made a payment on my policy I didn't receive anything to show where my money was actually spent.Business response
05/17/2024
Direct Auto Insurance Company, based in ******* (NAIC ID# ****** has diligently searched its records and has determined that the Complainant is neither one of its policyholders nor is his or her claim against one of its policyholders. In short, it appears that the Complainant has filed her BBB Complaint against the wrong company. Once again Direct Auto states, on information and belief, that Complainant's complaint should be directed to Direct Auto Insurance in the State of ****** (phone: ************ or email **************** at *********************************************************************.Customer response
05/20/2024
Complaint: 21663090
I am rejecting this response because: this is their corporate office for the company, therefore according to the information I've been provided by the company it is a company wide issue not an issue state to state. As I do reside in ******, I went through the online and phone process of obtaining my insurance. I have never stepped foot into a direct auto office in my area. If they can clarify where this is not a company wide issue and solely an issue in my state then I would gladly refile a complaint against the branch within Oregon state.
Sincerely,
*****************************Business response
05/30/2024
Direct Auto Insurance Company, based in ******* (NAIC ID# ****** has diligently searched its records and has determined that the Complainant is neither one of its policyholders nor is his or her claim against one of its policyholders. In short, it appears that the Complainant has filed her BBB Complaint against the wrong company. Once again Direct Auto states, on information and belief, that Complainant's complaint should be directed to Direct Auto Insurance in the State of ****** (phone: ************ or email **************** at *********************************************************************. Direct Auto Insurance Company, based in ******* (NAIC ID#****** does not insure drivers residing in the State of *******Customer response
06/05/2024
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
04/25/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
The company owes me a claims insurance settlement money in which they agreed to pay once the provided release and CMS form they emailed me were completed upon my accepting the settlement offer and they received the receipt of these executed items they'd place the file in line for payment.I've done what they asked on April 15 and followed up on April 23,24 and 25th to no avail. I've also called ************* and I get an error message saying all circuit are busy please call back.I just like to know the status of my check being mailed and if it hasn't what's the hold up and when will I receive it to ************************** *********************************** ************.They won't call me, return my email and I can't get through when I call.Initial Complaint
04/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My son had an accident 4/10. 4/24 there has been no resolution or attempt to repair the car we use for our sole transportation. Dirrct auto advise we *** our insurance company and have our insurance fight direct auto for the money. Direct autoclaims the police report is not good enough. They will only take a statement feom their insurer and they will not help.or budge until they do. Their insurer had an uninsured motorist drivimg their car and do not wantto do anything. I am losing hundreds daily due the this atrocity. The receptionist put me on hold for long periods of time, the supervisor refused to speak to me and hung up.Business response
05/07/2024
To date, Direct Auto has not received notice and cooperation from its insured or its insured's driver as required by the applicable policy of insurance and, accordingly, the complainant's claim is being handled under a strict reservation of rights. Until Direct Auto receives notice and cooperation from its insured and its insured's driver, Direct Auto is unable to verify coverage and consider payment for this loss.Initial Complaint
04/22/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
My vehicle was involved in an accident on 12/6/23. I filed a claim with Direct Auto which was approved for repairs but they have yet to send a check to the collision shop to cover the expenses. Ive spoke with them countless of times and they continue to lie about sending a check. Ive spoke with the collision shop and they said they havent received anything and I was never sent a check. It is now 4/21/24 and my vehicle has yet to be repaired. I want my car repaired because Ive payed for this car insurance.Business response
04/30/2024
Direct has investigated the Complainant's allegations and has verified that the check issued to the Body Shop for the benefit of the Complainant was cashed on February 9, 2024. Direct provided proof of this fact to the Body Shop which has confirmed that the repairs to the Complainant's vehicle were scheduled to begin on April 22, 2024, when she drops off the vehicle.
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Customer Complaints Summary
309 total complaints in the last 3 years.
84 complaints closed in the last 12 months.