Business Profile

Auto Insurance

Falcon Insurance Group, LLC

Complaints

This profile includes complaints for Falcon Insurance Group, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

160 total complaints in the last 3 years.
25 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/03/2024
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 was involved in vehicle collision on May 20, 2024 caused by a motorist & client/customer of **************************. The individual ran a red light & driving without a license collided with my vehicle causing property damage to my vehicle and bodily injury. Police report confirms another driver at fault. I filed a claim with Falcon Insurance Group,LLC as clients vehicle was insured with their Insurance Policy. Today is July 3rd, and Falcon Insurance has failed to provide me with a timely solution and has not paid property damages to my vehicle. Ive called many times and each time they say they have not contacted their client to complete report . *** asked for their proper address & person to serve legal documents to and they ignored my request. Ive been hanged up on during phone calls inquiring about my claim. My claim # TX24-06753. My vehicle has over $7,000 worth of damages plus degrading value caused by the collision. Their client/customer is at fault and they failing to take responsibility and violating *************** laws for negligence and faulty business practices. *** tried calling this week again and my calls arent going through. Im left to take legal action against them for unpaid funds for damages caused to my vehicle for repairs, & parts etc. I am filing this complaint to address my issues & experiences with Falcon Insurance Group,LLC and bad business ********************** I am seeking compensation of $7,000 for property damage to my 2019 ****** Highlander LE and compensation of $4,000 for degrading value caused by the damages and reporting of my vehicle being involved in a vehicle collision.
Business Response
Date: 07/16/2024
Complaint Response
Business Response
Date: 07/17/2024
Please see attached.
Customer Answer
Date: 07/18/2024

Complaint: 21939917

I am rejecting this response because:

Falcon Insurance Group, LLC is practicing bad business practices and intentionally avoiding responsibility. Their Client
caused a vehicle collision causing damages to my vehicle and injuries to myself. Their client ran a traffic Red light violating
state driving laws [ police officer issued a Citation ] and driving with a suspended driver license [ police officer issued a citation ].
Reference is Harris ************************** Report Case Number { 24-002597 ).
I am not satisfied with Falcon Insurance Group, LLC reply to this compliant because the clear cut evidence is against them and their Client.
Falcon Insurance Group, LLC has failed to Remedy the problem with the prior efforts I have made contacting them numerous times about
my Claim - Claim Number TX24-06753 with no resolve and no effort made to pay for damages caused to my vehicle.
Falcon Insurance Group, LLC also has Blocked my phone number so that I am unable to contact them. Falcon Insurance Group, LLC
is negligent and should have their business license Revoked. Since they have failed to Resolve the problems within my complaints and
efforts I will begin the process of taking them to Court and filing a Claim against them in **************

*************************
Business Response
Date: 07/26/2024
Company response.
Customer Answer
Date: 07/31/2024

Complaint: 21939917

I am rejecting this response because:

You will be held liable for your false claims. I will make a filing report to every agency ( ***** of Insurance, FTC and others ) of corrupt business practices. I gave your business an opportunity now you will be held responsible in court. I will now file to Harris County Court and file a lawsuit against your business for $15,000 and you lose and pay for your stupidity.

*************************
Initial Complaint
Date:06/06/2024
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.
Case TX23-12061 Ive been trying to receive my check (property damage) from flacon insurance for an accident that happened almost a year ago (6/28/23). Its been two weeks (5/23/24)since they have approved the check of $18,791.01 . Ive accepted there 80% that they offered me for repairs and towing cost. Its been rejected twice within the last two weeks for no reason. Ive spoke to **** on May 31, 2024 and then just a few days later to **** on June 04, 2024 about the check and they have repeatedly said its going to get done and mailed out the next morning. On top of that I also spoke to their call center and I was told it hasnt even been printed out. On June 4, 2024 around 10am I gave them a call to check on the status and they even sent me an email of it being mailed out and being rejected. A couple hours later is when **** called me and proceeded to ask me for more information saying its the reason why it got rejected even after I sent all the invoices. This is starting to become a reoccurring issue and they arent giving me any explanation, I have sent all of the information they have asked me.
Business Response
Date: 06/13/2024
Company response.
Initial Complaint
Date:05/21/2024
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.
The insurance firm won't follow through with one of their policies. This certain policy belongs to one of their policy holders who has done damage to the property. The firm continues to give excuses as to why they won't follow through even though they have received all the necessary documentation to do so. Policy #: 0200817564-1 Claim #: TX24-04658 Harris ************************ Case #: 0424553-24-X I have attached the security reports of the incident that I have provided to them, as well.
Business Response
Date: 06/13/2024
Company response.
Customer Answer
Date: 06/13/2024

Complaint: 21742209

I am rejecting this response because: Their response is deceitful and inaccurate.
They claim I reported with minimal information, yet, they also claim to not have received anything showing their insured's vehicle was the primary cause of the damage. I have provided them reports from my security that has visual evidence of the vehicle's license number and its physical description that is under this firm's policy, as well as, the damage to both the vehicle and the property. The responding HPD officer has written a report for this damage, as well---Case # *******-24-X. The HPD report is NOT stating that this vehicle isn't the vehicle in question, their report is reporting this exact vehicle. Additionally, the report states the exact policy number this vehicle is insured under--Policy #**********.
When I filed this claim with this firm, I gave them all of the information from these exact security reports and HPD report. They found their insured's policy and proceeded, proving that this information is correct and accurate, yet, they refuse to follow through. All of this is why I say they are being deceitful and inaccurate.

Sincerely,

Anas Maguz
Business Response
Date: 06/14/2024
Rejection response.
Customer Answer
Date: 06/17/2024

Complaint: 21742209

I am rejecting this response because: Evidence
What evidence does Falcon have on their file that shows their insured's vehicle isn't responsible? The evidence I have provided is pointing to this vehicle being the responsible party.

Sincerely,

Anas Maguz
Initial Complaint
Date:05/02/2024
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.
I had been hit by a driver who happened to be insured by Falcon Insurance Group on April ***** day, and it turn out to be not a joke, instead, it's a nightmare. I had never seen any insurance company like this before. I have complete detailed police report, video proofs of the driver hitting me and caused my car to be undrivable. With all the evidences and my insurance company putting pressure, after an entire month they still doing nothing. No investigator, refuse to pay rental, refuse to pay two towing, provide a bodyshop that never answer my call. They claim they are waiting for their driver's 'statement'. I have no idea what they are doing at this moment and I believe they are straight up scamming me by procrastinate and make me wait forever so long that I will accept whatever amount of money they throw at me maybe months later. Unfortunately they are good at this game because I'm leaving the state and had to use my own insurance later to cover the repair which cost me more eventually. Claim number Tx24-04538 if you really wants to help and resolve my issue in timely manner.
Business Response
Date: 05/16/2024
Company Response
Customer Answer
Date: 05/16/2024

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:04/26/2024
Type:Customer Service 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.
on Feb 3,2024 my daughter was driving my 2018 ************* and she was side swiped by a person. Falcon insurance is here insurance. She files a claim, they sent me a letter and they wanted pictures of my vehicle which i sent. there was damage to my car on the right side. Falcon denied the claim they stated that my daughter rear ended the person and that there were conflicting stories. They stated that my daughter excepted fault. this is not true i will be getting a attorney. They are a horrible company and do not want to take responsibility for their. customers
Business Response
Date: 05/02/2024
Company response.
Initial Complaint
Date:03/31/2024
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.
Absolute scam insurance company. There insured driver caused an accident with me and even admitted fault at time of the accident. This terrible company takes hours to get on the phone with someone. They only offered to pay 70% of damages and wanted me to get repairs at a chop shop. They refuse to pay at any body shop besides their terrible shop that has 1 star review. Complete scam company and i dont understand how what they do is legal. Every review basically says the same as what im saying. They should be shut down
Business Response
Date: 04/12/2024
Company Response
Initial Complaint
Date:03/22/2024
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 was hit by a Falcon insured driver in February of 2024. A police report was filed indicating that the Falcon insured driver was very clearly at fault. Falcon has refused to pay for damages to my car, claiming that the police report is ambiguous. I had requested a copy of the police report and read it verbatim to them - the report put the Falcon insured driver at fault. Despite this, they refused to pay for damages. The claims supervisor was rude and was not willing to hear my concerns. As soon as she called me, she stated that the decision they had made was final and that Falcon would not be paying for the damages to my car. This is completely unacceptable and unethical behavior. I can see by reading all the complaints on this page that this is clearly a trend with this company! I am frustrated by this decision and think that Falcon needs to take ownership and stop avoiding responsibility.
Business Response
Date: 04/08/2024
Company response. This must have failed to upload 4/1.
Initial Complaint
Date:03/12/2024
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.
On December 17, 2023 my car was rear ended by the driver of a pathfinder who had left the scene but I was able to get their license plate number. The police report stated they had Falcon Insurance. Falcon Auto Insurance as of yet has not responded to me concerning the accident. Ive called several times and all they say is they are still working on it. Falcon has committed a bad faith violation. After thorough research of how long auto insurance companies have to handle and process a claim, I truly believe we are well beyond and in good merit to pursue this action. "Insurance companies in ***** have a legal obligation to handle the claims that they receive in good faith. There is an implied covenant of good faith and fair dealing. ***** Insurance Code Section ******* prohibits unfair claim settlement practices (also known as bad faith) by insurance providers."Furthermore under this statute, auto insurance companies legally only have ****************************************** accept liability which we are well beyond.
Business Response
Date: 03/26/2024
Company response.
Customer Answer
Date: 04/03/2024

Complaint: ********

I am rejecting this response because:
This is in regards to complaint ********. Falcon only notified us one time. We had to call Falcon several times due to their unwillingness to contact us. They still have our car. I would like to see documentation whenever they contacted us. This is not acceptable and the complaint needs to be reopened please.
Thank you!

**** and ***********************
Business Response
Date: 04/12/2024
Response
Customer Answer
Date: 04/13/2024

Complaint: 21423085

I am rejecting this response because: These statements are false and not true, just as their previous responses. We have not released the vehicle nor going through Progressive. I did a quick search and see me vehicle is still in IAAI auction lot and salvage yard held by Falcon. Falcon is liable as their insured drivers vehicle caused the collision. In the ************** insurance follows the vehicle as named driver policies were banned in Jan. 2020 by House Bill 259. Falcon will not accept liability and our attorney is suing.

Sincerely,

****** And *******************
Initial Complaint
Date:03/08/2024
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.
We were hit by one of their insured. It was *********** fault, and she even admitted that was her second accident in last weeks. I sent pictures and showed how her front end hit our car, while driving Yet this company had the audacity to deny the claim after processing it super slowly they said it was due to conflicting statements. I have several friends in the insurance business and even friends that are police officers and you can see by the pictures that I submitted to the company that theres no possible way that shes not at fault. So many people that are insured by this company. Keep wrecking and hurting others and this company is denying legitimate claims. I have downloaded the form to file a complaint with the state and I hope that the other people that are going through what Im going through do the same. I did have an influencer reach out to me to say that this has been an ongoing situation with many of these people that are insured by this company and they wanted to know if I wanted to participate in a project they had I dont care to expose them. I just want my claim to be paid correctly. Tx24-01252
Business Response
Date: 03/18/2024
Company Response
Customer Answer
Date: 03/18/2024

Complaint: 21407594

I am rejecting this response because:
The police was called to the scene but because there was no one hurt they did not take report, although it happened on the street. The damage to falcons insured is visibly on the bummer which means she collided with our car and therefore hit the back left side of the car, it is clear as they that the damage was done by their insured no matter what kind of conflicting story she can give her. if you are driving on the same road onto two different lanes theres no way that you can hit somebodys bumper that means theyre bumper, Had to have hit you.
falcon insurance knows this and they continue to deny claims that they know our valid. I have already submitted a complaint to the state as well because theres several people that have experienced the same thing. They insuring drivers, knowing that theyre gonna deny the claims, and that is just bad business altogether. I would like an independent person to look at the pictures that I submitted that shows how their insured collided into our car while on the road.
Sincerely,

*********************
Business Response
Date: 03/28/2024
Company response.
Customer Answer
Date: 04/09/2024

Complaint: 21407594

I am rejecting this response because: I reject. No it was not resolved and they are not being held accountable to pay out any claims, I will be going to the state as well

Sincerely,

*********************
Customer Answer
Date: 04/09/2024

Complaint: 21407594

I am rejecting this response because: I reject. No it was not resolved and they are not being held accountable to pay out any claims, I will be going to the state as well

Sincerely,

*********************
Initial Complaint
Date:03/05/2024
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 was hit by a driver that has Falcon Insurance. This on February 11, 2024 in ******, **. I promptly filed a claim the next day. I submitted pictures of the driver's ID that hit me and photos of all damages to my car and his including his license plate. My car is not drivable and Falcon refuses to settle the claim. After three weeks, they claim they are still waiting for a statement from their driver. I call weekly, and it's still the same story. I don't understand with today's technology that this company is not able to contact their insured. The lady that took my call claimed that after 30 days, they will make a determination which does not guarantee that this insurance company will provide the insurance that they are collecting money for. I am still out of a vehicle to get to work and Falcon refuses to move forward. I offered to contact the driver and put the call through so that maybe Falcon will handle the issue. It seems they are hoping that I'll forget that their driver totaled my car. They refuse to provide a rental. or cover any of the expenses that it's costing for me to get to work to provide for my family.
Business Response
Date: 03/11/2024
Company response.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Falcon Insurance Group, LLC is BBB Accredited.