ComplaintsforUnited Auto Insurance Agency, Inc.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I called United Auto Insurance (UAL) to purchase an automotive insurance policy and submitted payment in the amount of $426.95. Before the policy was in force I advised UAL via phone, email and signed pdf that I would not be utilizing their policy. I purchased a policy with another carrier. I have attempted to confirm cancellation and request refund via phone and email without response or confirmation from UAL. I am requesting that they confirm my policy cancellation and process a refund immediately for the full amount tendered.

  

  Business response

  06/10/2024

  ********************* cancelled his policy and a full refund of $424.00 was issued back to his credit card on 5/24/24. Our was in contact with  ****************** on 5/24/2024 to advise him his refund would be issued. If you have any further questions please don't hesitate to contact our office. 

  Thank you 

  United Auto Insurance

  ***************************;

   

  Customer response

  06/18/2024

   
  Complaint: 21714328
  
  I am rejecting this response because:

  I would like my compliant to be reopened. The amount refunded is not the amount I paid. Please see existing attached documentation.
  

  *****

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

  

  Business response

  06/19/2024

  ****************** paid a total of $426.95, which included a $2.95 convivence fee for processing the payment over the phone. Our office refunded $424.00 which was the total paid for the insurance premium.  I have since refunded ****************** the $2.95.

   

  Thank you

  United Auto Insurance 

  Customer response

  06/19/2024

   
  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

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been insured by United for a few years and always paid just under $300 every six months until last year, there was no notification of policy and rate changes. I started receiving up to three bills a month every month since 2023. I called them almost a dozen times in the following months, then wrote them. (There was no email to them that worked.) I had received confirmation that my insurance was good until February ****. I called, I wrote them a letter explaining on 10/5,2023. I tried to cancel by phone, 12/6/2023, but was told I could not do it by phone. I sent my request by mail 12/6/2023. 12/12 got a call from you about cancelling my policy, but nothing came of it. I purchased a different policy in the beginning of the month. End of month got a cancellation notice due to nonpayment. Have paid $845.49 this year, $431.49 since 7/26/23. Premium $282 for 6 months effective 8/15/2022. 8/2/23 received policy notice of $432. Comes to $72 a month. Owe me $163.49.

  

  Business response

  01/29/2024

  Ms **************;paid a down payment of $143 to renew her policy with ***************** Insurance Company through United Auto Insurance Agency effective 8/15/2023.  ********************* remaining balance was set up in 4 monthly payments of $93.86 first due on 9/12/2023. Our office received ********************* Sept, Oct and Nov monthly payment, the Dec 12th payment was never received resulting in ************************* policy being cancelled for non payment of premium. Ms ********** had coverage from 8/15/2023 thru 12/29/2023. A refund of $45.58 has been issued to ***********************

  Thank you

  United Auto Insurance

  *******************************-Manager

   

   

   

   

  Customer response

  02/01/2024

   
  Complaint: 21165821
  
  I am rejecting this response because:  No comment made to:  1.  No notifications to policy and rate changes.  2.  Charges added to an already paid policy, January, 2023. 3.  No help by phone or email possible. (Dozens of calls made.) 4.  Told by phone that I could not cancel my policy by phone.  Sent written requests twice, with no acknowledgement.  (Tried since 5 October, 2023, to cancel.)  5.  Wrongfully cancelled my policy at the end of December,2023.  (I want that corrected as I tried to cancel and could not and reflects on my credit score.  6.  I got a call from United Auto earlier this week.  She refused to comment on policy and rate changes, no help available by phone or e-mail, no comment on my numerous attempts to cancel.  She repeatedly, rudely, just kept telling me what I paid these last few months.  7.  February, 2021 and August, 2021 , I received two of my payment checks back, since they kept sending bills and telling me they did not receive my checks. (I paid since that year there was a lot of missing mail in our area.)  This last year has been ridiculous as to the number of bills sent to me, mostly different amounts.  8.  Paid full amount for policy until February, *****, yet received bills monthly.  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I believe United Auto Insurance owes me the difference of $95.00 for a towing charge after reimbursement by the roadside assistance company.I had a tire blow out on the expressway on 5/24/23. Since I paid for roadside assistance with United Auto Insurance, I called the roadside assistance company. The roadside assistance company left me stranded on the expressway. No one called or texted an update. I was given the number of the tow truck driver who had been dispatched, but they did not answer. After several hours of waiting and not wanting to spend the night on the side of the expressway, I had to leave my car. It was towed by the municipality at 3AM. I went to pay the full tow charges of $170.00 the following Friday.The roadside assistance company reimbursed me $75.00 in accordance with their policy. However, I believe United Auto Insurance should reimburse me the remaining cost of the tow of $95.00 since the roadside assistance service they use did not provide the service I paid for. I would not have been towed as an abandoned vehicle if I would have received the tow I requested.

  

  Business response

  07/25/2023

  Ms Discare will be issued the $95.00 she is requesting by the tow company. She could expect that in the next 5-7 business days.

  Customer response

  07/25/2023

   
  Better Business Bureau:
  
  Regarding complaint ID ******** this resolution of sending me the $95 I requested is satisfactory to me. However, I since I am marking this as resolved, if I do not receive the $95 I am not sure how to follow up.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I reached out to file a claim on 11/1. UAI referred me to Direct Auto. The initial representative I spoke with was uninterested in helping and provided me a claim number and advised a call back in 72 hours. Today is the 10th day and no one has called or emailed back. I reach out every other day and speak with someone who tells me that it is not their department but asks to email information I already provided the first time. Each time I call I wait on hold for atleast an hour. I would just like to be contacted by an adjuster so I can continue with my insurance claim.

  

  Business response

  11/15/2022

  **************** is currently insured with Direct Auto Insurance Company policy number PAIL001063542 through our agency. Upon receipt of your letter, our office contacted Direct Auto Insurance Company to find out the status of Ms. ******* claim. We were informed by Direct Auto that they made contact with **************** on 11/10/2022, and provided her an update of the claim. Direct was also going to provide the insured with an accident report which **************** would need to complete and send back to them. If you have any further questions regarding the status of this claim please contact Direct Auto Insurance Company.

   

  Thank you

  United Auto Insurance

   

• Initial Complaint

  08/26/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This letter is for United Auto Insurance who branched out my car insurance to *********************************** Apparently, I can only email the total loss department at *********************************** I'm told I can't talk to management by phone. I need ********************************** to communicate with ************** and determine why I still have a balance of $2,715.40 on my vehicle? I was told by *************************** who is employed by ********************************** that they came to an agreement with ************** for a total pay off of $8,788 for my vehicle. My vehicle had multiple valuations, because my mileage was apparently unknown, and it stated I had no back up camera. I sent documents stating my mileage, and documentation that I had a UVO factory backup camera. After my correct mileage and back up camera were added, the valuation for my car went from $8,788 to $12,802.11. *************************** then stated that **** Financial took the first valuation of $8,788, and the remainder would be mailed directly to me in a check. American Alliance casualty company then mailed me a check for the amount of $3,197. The valuation of my car was $12,802.11, and the offer amount was $11,985. So do the math. What's $11,985-$8,788? It's $3,197. The same amount for the check ********************************** wrote me! I have documentation for everything that has been communicated! I need the remaining balance of my car through ************** paid off! The balance is still $2,715.40 as of 08/26/22. United Auto Insurance referred me to **********************************, and this company has been the worst. How can you have a company like this, with a 1.5 star rating represent you? I've reached out to UAI twice on 08/26/22, and was told someone from American Alliance would contact me. No one did. I will also be filing a complaint with the ******** Attorney General! For UAI referring me to American Alliance. Read the reviews of customers who have had American Alliance.

  

  Business response

  09/07/2022

  *********************** is currently insured with American Alliance Insurance Company through our agency. Upon receipt of you letter our office contacted American Alliance Insurance Company regarding ****************** claim.  We were informed by American Alliance's claim dept  their office evaluated ****************** vehicle at $13,585.00 less his $500 deductible, conditioning and storage charge and extended a total loss offer of $11,895.00. They received an agreement with the lienholder to pay the $8788.00 that they indicated was owed on the vehicle. The remaining equity payment of $3,197.00 went to **************. ************** agreed to the offer outlined and signed the power of attorney so American Alliance could issue the payout.  If there was a larger balance owed on the vehicle then what the lienholder indicated, the payment of $3,197.00 that ************** received should be used to pay the balance.  Any further questions regarding this claim should be directed to American Alliance Insurance Company.

   

  Thank you

  United Auto

  
  

   

   

• Initial Complaint

  06/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an insurance policy through United Auto Insurance from Founders Auto Insurance and no one from Founders or united Auto Insurance will return my calls or emails. United account number HANSLE2. Founders policy number **********. Claim number **********.

  

  Business response

  06/27/2022

  **************** is currently insured through our agency with Founders Insurance Company. Upon receipt of your letter, our office contacted Founders Insurance Company to find out the status of ******************** claim. Per Founders claim ******  **************** reported a claim on 12/20/2021, on 1/17/2022 he was contacted by Founders Insurance Company and inspection of his vehicle was set up. To date Founders claim dept stated they have not received the inspection and pictures of ******************** vehicle, which is needed in order to proceeded with the claim.

   

  As we are the agent we do not handle the processing of the claim any further inquiry should be directed to Founder Insurance Company.

   

  Thank you

  United Auto Insurance

  

  Business response

  07/12/2022

  Today I spoke with **** who is **************** claims adjustor at Frounders Insurance Company.  Lani assured me she would contact *************** today to go over his claim and let him know what needs to be done to move forward with the claim process.

   

  Thank You

  United Auto Insurance

   

• Initial Complaint

  04/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I did a quote on their website back in March 2022. I didn't like the rate of the quote. So decided to go with someone else. Since then I been receiving about 2-4 letters regarding my quote.

• Initial Complaint

  03/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was involved in a auto accident last month I have full coverage auto insurance with uai I've contacted them several times through email and phone calls I have not heard anything back from emails I have been hung up on several times by the remote workers once I stated that I wanted more information on my claim. There staff has been rude unprofessional and very disrespectful. this has been going on since the moment I've filled this claim. I've been paying my insurance faithfully every month this is basically theft by manipulation. It's clear that they will not recover none of my damages so this is why I am filing this claim. PLEASE HELP ME

  

  Business response

  03/22/2022

  ******************** is currently insured with United Equitable Insurance Company effective 5/27/21 to 5/27/22, through United Auto Insurance Agency. Upon receipt of your complaint our office contacted United Equitable Insurance Company to find out the status of ************************ claim. We were advised by United Equitable the claim was paid yesterday March *******. If you have any further questions regarding the status of the claim please contact United Equitable directly.

   

  Thank You

  United Auto Insurance

   

   

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was vandalized 12.31.21 I immediately called the police to make a report and also reached out to my apartment complex for help with security cameras. My insurance company United auto insurance asked for me to send pictures first I did that! Then they asked for a recorded statement done! Sent paperwork I signed everything and sent it back called after it's been a month asking why I haven't received a check so I can get my car fixed said that an adjuster needs to come out to do an appraisal asked what's taking so long for them to come out no answer! I can't send a message on the app and I can't email them so I'm stuck waiting 30 minutes to an hour to get absolutely no help! Now I'm hardly able to go to work with no transportation and I'm behind on my bills they answered last week Saturday, but all of a sudden they're closed this week Saturday and now my apartment is threatening to tow my car! I won't be able to afford the storage fees that I will soon be hit with! I try to reach my adjuster I never can it's like nothing I can do and when it comes to the website and and actually getting a response

  

  Business response

  02/09/2022

  To whom it may concern:

  This complaint has been misdirected to our agency, We are United Auto Insurance Agency, located in *******, **. We do not insure in the ****************. Please forward the complaint to the correct company, and remove it from our record.

   

  Thank You

  United Auto Insurance

  *******************************-Manager

   

• Initial Complaint

  09/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I been waiting to receive payment from the company since Jun 18th, my claim number is: **********, I already sign documents and they already have my titles to my car.

  

  Business response

  09/13/2021

  Hello

  This complaint has been sent to us in error we do not have *********************** as one of our insured's and we are located in *******, ** not the ************** where the customers lives . Please forward this complaint to the correct company and remove this from our record.

   

  Thank You

  United Auto Insurance

   

  Customer response

  09/13/2021

   
  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,
  
  *************************

*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. ↩