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:02/26/2025

  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.

  We had a power surge December 11, 2024 and all of our appliances were burnt out including our furnace. We lived through a whole ******* winter without a furnace. I have sent pictures, receipts, and estimates and I was only sent a check for the furnace. I have requested my policy and coverages and never received that. The check they sent out was not cashable due to being made out to the wrong loan company along with myself. They don't communicate effectively at all and I have no idea where my claim is and what they are going to pay for. The insurance company expected me to relocate my family of 6 to a hotel for now 12 weeks with no guarantee of reimbursement of the hotel and now they don't want to pay a 3000$ bill for cracking of the walls and condensation from trying to heat the house. And due to not receiving my policy and coverages I have no idea what is covered.

  

  Business Response

  Date: 02/27/2025

  Founders Insurance Company strives to provide the best possible service to our customers.  A member of our claims team will be in contact with the complainant by the next business day to discuss their concerns.

• Initial Complaint

  Date:02/21/2025

  Type:Order 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 struck parked in front of my driveway. The driver was insured by Founders. I filed a claim and then got an estimate for the damage. The remaining damage estimate was completed by a shop they chose. They determined there was additional damage that needed to be covered. Founders refuses to send me a check for the difference in the damage cost and states they will only send it to a repair shop. I informed them that I will be getting different quotes to get the car fixed and just want the check to have payment for whatever shop I choose. They refuse to send the payment directly to me.

  

  Business Response

  Date: 02/25/2025

  Please be advised that the complainant in this matter is not our consumer but rather a third-party claimant pursuing a claim against our insured's policy for damages.  A member of our team spoke with the complainant today and the issue is resolved.

   

   

• Initial Complaint

  Date:02/14/2025

  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.

  Jan 30 2025 I was involved in a hit and run, the other driver was hostile saying his girlfriend was bringing insurance, he fled the scene, I noticed him coming from a garage which had no windows for the police to look inside, my witness saw him remove the vehicle at 3am I have uninsured motorist property damage ****** they are requesting more information on the vehicle license plate, do they want me to risk my life, my witness stated he is a drug dealer, he has guns, I have identified the suspect along with my witness and to continue they are basically asking me to jeopardize my life. 

  

  Business Response

  Date: 02/17/2025

  Founders Insurance Company strives to provide the best possible service to our customers.  A member of our claims team will be in contact with the complainant on the next business day to discuss their concerns.

   

  Thank you

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

  Non Injury Supervisor

   

• Initial Complaint

  Date:01/17/2025

  Type:Sales and Advertising 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 was injured in a car accident on 2/7/2024. I went through my insurance grange insurance to handle my claim because the person who hit me was insured with Founders Insurance and they took weeks to respond to my calls. I finally received a letter from them in March 2024. The *** was named ***** ***** at ************. Ive been in touch with her about the open claim. I spoke with her on 1/13/2024 and she requested my medical records from the accident. I sent her my doctors bills from the accident and she sent me and email stating they are not responsible for any bills related to the accident after 2/7/24. I advised her that the bills are the result of the accident and she refuses to pay for them and any loss wages after requesting them sent to her. Now she is requesting me to get an attorney and refusing to handle the claim. Im writing a formal complaint against the company

  

  Business Response

  Date: 01/21/2025

  Please be advised that the complainant in this matter is not our consumer but rather a third-party claimant pursuing a claim for damages against our insured's policy.  A member of our staff with be in contact with the complainant.

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22827389
  
  I am rejecting this response because:
    They keep lying stating they werent aware of my injury claim when they were. Now they are saying they never received all the documentation. Im going to call them and see why they are saying this. Im trying to attach the other emails but not enough space 
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 01/22/2025

  Please be advised that the complainant in this matter is not our consumer but rather a third-party claimant pursuing a claim for damages against our insured's policy.  Our records indicate a member of our staff contacted the complainant and sent an email to the complainant with the documents needed.  If the complainant has any further questions, please contact Founders. 

• Initial Complaint

  Date:01/02/2025

  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.

  An insured party of Founders Insurance caused an accident and was found at fault on 8/2/2024, it is now 1/3/2025 and the matter has still not been settled. They have delayed processing this for so long causing me to have an obscene amount of tow and storage fees they will not pay. The insured party at fault has a policy limit of 25k, Founders has deemed my vehicle worth over 32k but won't give me the 25k and let me keep the vehicle, if I keep it they say they will take over 7k off of my settlement. Why do they get to keep my car and pay significantly less than what it is worth? I would like to keep the salvage. This is only the tip of the iceberg with them, this should have been resolved months ago. My family is in complete crisis because of this dysfunctional company.

  

  Business Response

  Date: 01/03/2025

  Please be advised that the complainant in this matter is not our consumer but rather a third-party claimant pursuing a claim against our insured's policy for damages.  A member of our team will be in contact with the complainant.

• Initial Complaint

  Date:12/26/2024

  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 got this policy from them and I have been paying on time each month. I got a letter stating that the policy will be canceled due to unable to cover through underwriters since they need to examine the location, but they never communicated this to me and no one has reached out to do something about it. I also took a board out cause it was leaking so I can fix it myself. They were supposed to let me know within a week they were going to be on the way, but they never did anything. They tell me the 19th it will get canceled so I would be putting down 500 for nothing. I called and talked to them about it and they would only give me 88 dollars back of my 500. They aren't covering me at all!Policy Number: ILHO100766  

  

  Business Response

  Date: 12/30/2024

  Founders Insurance Company makes every attempt to provide the best possible service to our customers.  A member of our staff will be in contact with the complainant to discuss their concerns.

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22732380
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ***** the insurance company is taking an advantage of me. I'm 68 years old and living on a fixed income and I can't afford to lose the money that I have already invested in a insurance policy. I paid 369 dollars to have a coverage on my house. A month went by and the under writer never contacted me and then I made another payment ****** so I have ****** invested on the home owner insurance next thing the insurance company sent me a notification that they canceled my policy and give me 3 weeks and refund me 88 dollars. They said that they can't write the police because of the code witch is not true because the city of Sparta code enforcement has look at my house and said that it save for me to live here and then they told me that I need a door on the second floor of my house and there is a board on the eave is missing. I don't need a door on the second floor because I have a sliding door and there no one living on the second floor it empty it needed to be working on it needed drywall and electricity the only thing up stairs is stud. The under writer is trying to make up stories to cancel my insurance policy he never called me to make appointment to look inside my house and didn't call me until my insurance policy is canceled. I feel the insurance should come and check the house before they except my money. I feel like I'm being scammed. All I want is money money back witch is ****** not 88 dollars that they offer me. Please help me because I'm a senior citizen and can't afford to lose money on this bad insurance company. Thank you. 

  

  Business Response

  Date: 12/30/2024

  A member of our team will be in contact with the complainant to discuss the complaint.  

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22732380
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

• 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.

  Claim #: 1000-292699 Adjuster: M ******** Looking at all the complaints on here, I realize Im not alone and other people have experienced the same kind of treatment Ive been dealing with. I was in a wreck that was proven to be the fault of a driver who is insured by Founders. They were backing down a county highway at night, while it was snowing, attempting to turn around in a strangers driveway. I didnt have the option to drive my car away as the police had called a tow truck. So the car has been at the tow facility for several weeks. I received a single call from the adjuster at Founders, giving me very little info. Only that they were sending me a link to use an app do a pre-evaluation of the damage. And that I should get a preliminary quote for the damage. Which means I had to drive 30 min to the tow yard to take a bunch of images of the damage on the car and submit them via the app. Since then, no one has called me, Ive called the adjusters direct line 6 times and left several messages with ZERO response. I call the main number and the call center person is nice, but sends me to people voicemails. I talked to one other adjuster somehow, and was able to get the single detail that they were waiting on a the at-fault insured person to send their statement, as if that should matter in the slightest. We both gave the police a statement l, and Ive provided the police crash report that shows the other driver was cited at the scene. I was told in my only phone call that I had to pay for a rental out of my own pocket but theyd reimburse me. They dont seem like a real company with infrastructure and employees. I need this resolved immediately. Otherwise, I am going to be contacting the Ohio Department of Insurance for further action.

  

  Business Response

  Date: 12/11/2024

  Please be advised that the complainant in this matter is not our consumer but rather a third-party claimant pursuing a claim against our insured's policy for damages.  A member of our team will be in contact with the complainant.  

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22671668
  
  I am rejecting this response because: While Founders did reach out to me within hours of posting my complaint, and the adjuster was nice and pleasant, they didnt follow through with what they told me on the phone. This is a pattern everytime i talk to them. This time, they gave me some of the information i have been waiting on, mainly a quote for fixing the car, then tell me they can email me the detailed and itemized quote, showing what is to be fixed and how much that costs. That email never came. I hate having to post a complaint just to get a response. 

  Oh, and just hope you never get into an accident with someone insured by Founders, because unless you have thousands of dollars to spare, to pay for tow/storage/car rental/etc. You wont have a car to drive for months. I have to pay out of pocket for EVERYTHING, and im skeptical that they are actually going to reimburse me. We will see. 

  Someone call me, so i can get this detailed quote in pdf form.

  
  
  Sincerely,
  
  **** ***

  

  Business Response

  Date: 12/16/2024

  Please be advised that the complainant in this matter is not our consumer but rather a third-party claimant pursuing a claim against our insured's policy for damages.  Our records show that payment was processed to the complainant on December 11, 2024.  There was an error with the email address, our records show that is corrected and the email with the estimate was sent to the complainant.  If the complainant has any additional questions, please contact our office. 

• Initial Complaint

  Date:12/06/2024

  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.

  On October 30, 2024 my vehicle was hit by a policy holder of Founders Insurance. The Founders Insured was at fault in the accident and which a police report was filed. Following the accident I reached out to Founders to file a claim. I was instructed to send pictures of the damage to them which I have and things been going downhill from them. Numerous calls has been made to the claim adjuster as well as to the supervisor since the accident happen. When you do speak to the adjuster she states she will get back to you by the end of that week which she doesnt. The adjuster is always out. The supervisor never follow up on any calls made to her. They tell you if you dont like how things are being handled at the Founders Insurance you can go through your Insurance policy. Which is not fair when Founders Insured policy holder was in the wrong. Why my policy holder needs to get involve? I have never experienced an Auto Insurance like this that handle business this way. To this day my vehicle is not fixed. No adjusted has reached out to cut a check when they have an estimate for the damages. This is unheard of. All I want is for Founders Insurance to pay for the damages.

  

  Business Response

  Date: 12/09/2024

  Please be advised that the complainant in this matter is not our consumer but rather a thrid-party claimant pursuing a claim against our insured's policy for damages.  A member of our team will be in contact with the complainant.  

   

  Customer Answer

  Date: 12/09/2024

   
  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:10/24/2024

  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.

  September 9, 2024, I received notice via **** mail from Founders Insurance thats my insurance claim from 11/19/22 was on the verge of expiration, without any kind of resolution or compensation for damages caused by Founders insured. I have been extremely understanding and patient giving ample time to get this matter resolved. However, a chain of unfortunate and distasteful events over almost two years leads me to believe Founders Insurance intentionally ignored and excessively prolonged this process in order to be able to close my claim without taking financial responsibility. On 11/19/22 I was involved in a car accident. The other driver was deemed at fault for failing to yield to oncoming traffic. I submitted my insurance claim the following day, Including the official accident police report . From then all the up until today 10/24/24 I have yet to be in contact with anyone working my claim. I have tried emailing, calling,and leaving voicemails to both the company and my adjuster, ***** ********, and have had no luck no call back; no response via email, nothing. I believe all the landlines they have are set up to go straight to voicemail and the representative on the main phone just redirects calls and almost immediately after, the call drops. Im not sure how else to hold them accountable. This is very insubordinate and definitely unethical. FOUNDERS INSURANCE COMPANY ************************************************************************** **************

  

  Business Response

  Date: 10/24/2024

  Please be advised that the complainant in this matter is not our consumer but rather a third-party claimant pursuing a claim for damages against our insured's policy.  A member of our staff with be in contact with the complainant.  Should you have any further questions, please feel free to contact me.

• Initial Complaint

  Date:09/25/2024

  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.

  I was rear-ended by the companys insured on 9/9/2024. The estimate was b available on 9/13/2024 but I was not advised of that until I called on 9/19/2024 for an update. I am still awaiting the payout check to be sent to me. They are supposed to contact me regarding the tracking number from *** when they overnight the check but havent done so. The claims adjuster never returns my calls. The manager, *****, from the claims department is extremely rude and obnoxious, shows no empathy or a trace of concern after I mentioned that I lost my job behind being without transportation behind their slow response time. In fact, he told me if I dont like their procedures, I can use my own insurance and not deal with them anymore. Overall, this has been a terrible experience! My next call will be to the IL Department of Insurance.

  

  Business Response

  Date: 09/25/2024

  Please be advised that the complainant in this matter is not our consumer but rather a third-party claimant pursuing a claim for damages against our insured's policy.  Our records do reflect that this matter was resolved with payment processed to the complainant on September 24, 2024.  A member of our staff will be in contact with the complainant to discuss.