Complaints
Customer Complaints Summary
- 12 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:09/19/2024
Type: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 husband has insurance with them he started it in June 2024! He needs to carry an sr22 for months for the state! We paid in June, July, August, and now we go to pay in September and they tell us his insurance was cancelled 7/17 because they didn't receive a signed piece of paper! The day after they accepted payment! Then they accepted payment in August and again in September however his insurance was cancelled the day after we made payment in July! And the paperwork in question was mailed to them on 7/16 while I was on the phone with the representative!! When we ask for a supervisor we get hung up on!! This company excepted $88 3 months in a row when the insurance was supposedly cancelled!! That's $264 and when we said if our insurance was cancelled then refund the money they said it could **** * to 8 weeks!! Absolutely ridiculous!!
Business Response
Date: 10/01/2024
To whom it may concern:
************************** indicated upon reviewing the application the insured was listed as married but their spouse was not listed as a driver and that he needed to either sign an exclusion form or add the spouse to the policy. On 7-8-24, ************************** sent ********** a cancellation notice for the missing information. On 7-18-24 &7-22-24, Insure On The Spot Services, **** sent a memo to Mr. ******* also requesting the information. On 7-23-24 & 8-6-24, Insure On The Spot Services, **** sent an additional email to Mr. ******* requesting the information. A refund was issued to Mr. ******************** We feel the above information should answer any questions regarding this matter.
Respectfully,
Insure On The Spot Services, ****Initial Complaint
Date:07/26/2024
Type: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 policy with the company at 9am and cancelled the policy at 11am and they say it will take 4 weeks to process the refund and it will be issued in the form of a check instead of my card which is the original form of payment, which is crazy it literally has only been a couple hours but I have to wait a month for a refundBusiness Response
Date: 08/05/2024
To whom it may concern:
Please note that ***************************' payment was voided on the same day. As ************** was never charged, no refund is required. We feel the above information should answer any questions regarding this matter.
Respectfully,
Insure On The Spot Services, ****Customer Answer
Date: 08/06/2024
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:05/07/2024
Type: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 been with insure on the spot for about 6 years and theyve been increasing my renewal fee and monthly payments every 6 months this company needs to be investigatedBusiness Response
Date: 05/17/2024
To whom it may concern:
Insure On The Spot Services, **** has no involvement in determining the insurance premiums. ************* companies calculate insurance premiums based on rating plans and several other factors. Insure On The Spot Services, **** contacted ********************************** regarding the renewal premium increase and was informed it was due to a rate change. Please see attached renewal offer. We feel the above information should answer any questions regarding this matter.
Respectfully,
Insure On The Spot Services, ****Initial Complaint
Date:08/07/2023
Type: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.
Upon changing my address and renewing my insurance policy I was quoted a higher rate than normal and was told it was because of my address change. I told the associate at Insure on the spot, I would search around for a different company. Shortly after searching, Insure on the spot called me on a recorded line with a rate of $50 a month and after agreeing to this rate I was enrolled in a different option that has me pay $61.10 a month ( the rate I disagreed with initially.) After realizing I would not use their services they verbally offered me a rate that I wanted to pay and charged me for something completely different. No one in the office would listen to the recorded line and adjust my bill. Over the phone I spoke with *******. At location I spoke with ********.Business Response
Date: 08/16/2023
To whom it may concern:
On 8-14-23, Insure On The Spot Services, **** contacted ************************************* regarding her policy. There were several billing errors made on Ms. ********* account. We were able to rectify the matter and was able to provide ******************** with the correct information. Insure On The Spot Services, **** has addressed the employee and disciplinary action has been taken. We apologize for any inconvenience this may have caused *********************
We feel the above information should answer any questions regarding this matter.
Respectfully,
Insure On The Spot Services, ***Customer Answer
Date: 08/21/2023
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:06/21/2023
Type: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 while parked. I contacted the police the morning And then contact the insurance Company submitted a police report per their request photos Also was told that A Claim adjuster had come and assess the damage to my vehicle although no one has ever came to assess any damages on my vehicle, and he still Six months later, no one has Come to To look at my vehicle, and have been dealing supervisor with no longer return my calls Ive gotten hung up on, and no resolution to this day. There is much much more. Insurance company can request a copy of phone record to show that the police department were contacted the morning of yet. No one has done that.Business Response
Date: 06/30/2023
To whom it may concern:
Insure On The Spot Services, **** has no involvement in the claim process. ************* companies determine the outcome and handling of all claims. We contacted ********************************** and received the following information regarding the claim. The claim was denied due to failure to file a police report within 24 hours of the loss. The loss occurred on 1-16-23 and the police report date was on 1-19-23, please see attached police report.
Any additional questions regarding the claim should be directed to **********************************.
We feel the above information should answer any questions regarding this matter.
Respectfully,
Insure On The Spot Services, ****Initial Complaint
Date:06/16/2023
Type: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 April 27 at 6:36pm I paid for my insurance policy that was SUPPOSED to be full coverage well they waited till after they took my payment of $267 over the phone to tell me that it wasnt full coverage it was a sr22. They never gave me a refund or even asked would I like one for the inconvenience. That same day April 27 I paid them an additional $150 plus $75 to be added on my dad full coverage insurance policy plus $139 for that first month. I got in an accident about a week ago and injured myself and they notified me that I had full coverage but it doesnt cover towing or rental. So that was an out of pocket payment they also told me that once I pay the towing company that they would get my ***************** to fix it once its released. I pay the towing people to get my car release and decided to call the insurance company because they wasnt staying in touch just to find out they canceled my policy without my notice because they claim they cant cover accidents outside of ******** they also dropped my vehicle off at another lot without my notice or even informing me. Once I contacted them and asked them where in they policy does it they that they couldnt give me a straight forward response. So I want all my money back for the services and still want to know why was I paying for full coverage and havent received the benefits of having it.Business Response
Date: 06/23/2023
To whom it may concern:
Insure On The Spot Services, **** has no involvement in the claim process. ************* companies determine the outcome and handling of all claims. We contacted ********************************** and received the following information regarding the claim.
The vehicle at time of application was garaged in *******. We do not insure vehicles garaged outside of ********. On 6-19-23, Insure On The Spot received a cancellation notice from ***************** **************** and issued ******************************* a refund on 6-21-23 Any additional questions regarding the claim should be directed to ***************** ****************.
We feel the above information should answer any questions regarding this matter.
Respectfully,
Insure On The Spot Services, ****Customer Answer
Date: 06/26/2023
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:06/13/2023
Type: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 May 3 2023 I purchase full coverage auto insurance from insure on the spot from ***************** in was quoted 228 a month for insurance down payment $370 June comes now the insurance is 315 not was the price I was quoted. Now that I cancel my policy they don't want to refund my money. You can't quote me one price and charge me another price without notification. I could have took my $370 and went to another company now I have to pay another down payment with another company because your company dropped the ballBusiness Response
Date: 06/23/2023
To whom it may concern:
****************************************** contacted Insure On The Spot Services,**** regarding insurance on a 2018 Cadillac. The sale representative provided ************** with several different quotes from a 500 deductible to a **** deductible, including coverage with SR22, without SR22, as well as others. ************** decided to go with the 500 deductible, Roadside Assistance and without SR22. The down payment for that policy was $373 with payments of $315. On 6-13-23, Insure On The Spot Services,**** received a cancel letter from *************** The request was forwarded to ***************************** the same day. On 6-16-23, ***************************** processed the cancellation notice and a refund was issued on 6-19-23. If ************** purchased insurance with another carrier on the 2018 Cadillac prior to 6-14-23 please submit a copy of the declaration page showing when the coverage started and Insure On The Spot Services, **** can request the policy to be cancelled as the effective date of the new carrier.
We feel the above information should answer any questions regarding this matter.
Respectfully,
Insure On The Spot Services, ****Customer Answer
Date: 06/29/2023
Complaint: 20180762
I am rejecting this response because: I had to pay another down payment for insurance because they dropped the ball **************** didn't even have me on the insurance because I didn't want SR 22 I don't drive. She quoted me $228 per month down payment $370 $315 was not the quote
Sincerely,
*************************Business Response
Date: 07/06/2023
On 6-28-23, Insure On The Spot Services, **** received a credit card dispute from ******************************************* Please see attached document. ************** was listed as an Excluded Driver on the policy. We feel the above information should answer any questions regarding this matter.
Respectfully,
Insure On The Spot Services, ****Customer Answer
Date: 07/16/2023
Complaint: 20180762
I am rejecting this response because:They sent me a check for $54 if the company was not in the wrong I would not receive anything. Bbb our call was recorded call you get the call they representative quoted 218 not 315 I want my full refund had to give another company $400 because this company is trying to take me money if this is not resolved thru bbb I will be going to small claims courts and you will have to give the court the recorded call you can not quote me $218 and charge me $315 without my acknowledgement
Sincerely,
*************************Initial Complaint
Date:04/01/2023
Type: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 1/1/2023 at 2:45am my car was hit by a uninsured drunk driver who did not provide the police with her information but instead provided the information on her cousin. I informed my insurance company (Insure on the Spot aka American Alliance) immediately. I filed the claim with my insurance company (Insure on the Spot/American Alliance) and they have not authorized Fine Line Collision in ***************, which was one of the repair shops that they recommended to me. It has been 3 months and I'm incurring out-of-pocket expenses related to the extreme delay by Insure on the Spot/American Alliance which is causing me finanical hardships. I just want my car repaired and returned to me. Every time I call the insurance company or Fine Line Collision, they would both say that they are waiting on the other to respond.Business Response
Date: 04/11/2023
To whom it may concern:
Insure On The Spot Services, **** has no involvement in the claim process. ************* companies determine the outcome and handling of all claims.
We contacted ********************************** and received the following information regarding the claim. Insured was advised initial damages are under the deductible and car is being towed to Fineline for repairs and any supplement. The supplement was approved and the shop was given the authority to move forward with additional repairs, shop will receive supplement payment directly once all invoices are received. The insured is to provide the deductible and provide authorization to begin repairs. Claim and repairs were approved she was also updated. Car is undergoing repairs and our office recently approved a supplement. Please see attached documents. We feel the above information should answer any questions regarding this matter.
Respectfully,
Insure On The Spot Services, ****Initial Complaint
Date:11/01/2022
Type: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.
Refuse to give me back my down payment for insurance coverage. Because they are the agency you give your money to. Not the insuring company. The insuring company canceled me due to no driver license.Business Response
Date: 11/11/2022
To whom it may concern:
On 9-28-22, ***************************** issued a notice of cancellation for Ms. ************************ policy due to no valid drivers license effective ********. On ********, Insure On The Spot Services, **** sent a memo requesting a copy of the drivers license. On *******, ******************** contacted our office regarding a refund. On 11-3-22, the refund check was issued and mailed out on 11-4-22.
We feel the above information should answer any questions regarding this matter.
Respectfully,
Insure On The Spot Services, ****Initial Complaint
Date:09/20/2022
Type: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 while it was parked on April 4th 2022. I was insured with insurance on the spot.the repair shop fine line collision call me September 16th 2022 & told me my car was ready & that I owed a ******************** dollars. My deductible is 500 dollars ??? And then he call me again September 19th and said everyday I don't pickup my car its going to be 50 dollars a day.Business Response
Date: 09/28/2022
To whom it may concern:
Insure On The Spot Services, **** has no involvement in the claim process. ************* companies determine the outcome and handling of all claims.
We contacted ********************************** and received the following information regarding the claim; the supplement was approved but there is betterment on wear and tear parts that the insured will owe on the axle and tire. Please see attachments for additional information.
We feel the above information should answer any questions regarding this matter.
Respectfully,
Insure On The Spot Services, ****
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