Complaints

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

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  Falcon Insurance Group, LLC

  724 Enterprise Dr Oak Brook, IL 60523-1908

  
• 

  Falcon Insurance Group, LLC

  PO Box 3577 Oak Brook, IL 60522-3577

  

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:04/19/2025

  Type:Billing 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.

  This is such a crooked company all they do is steal from people overcharge people *** people making millions and millions of dollars off of dirtiness they're so dirty and deceit charging three times the amount oh in one month overcharged $109 supposed to have been $85 they charge twice a month every month and this these are wicked people I do not recommend this company if you hear about falcon insurance run please don't spend your money with them these are crooks who work for Satan

  

  Business Response

  Date: 04/21/2025

  Company response.

• Initial Complaint

  Date:02/21/2025

  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.

  I was involved in an accident on 1/7/25 with a Falcon Insurance customer. As of today 2/21/25, my claim ************ has not been settled. The police report shows their insured at fault and issued a ticket for failing to yield ROW and suspended license. They picked up my wrecked auto on 1/9/25. I've called the company every week for updates and am told the claim is pending and in review. I've complied promptly with all of their requests for pictures, medical bills, etc. This is unacceptable. How can it take that long for a determination of a claim for payment?

  

  Business Response

  Date: 03/07/2025

  Company response.

• Initial Complaint

  Date:02/18/2025

  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.

  On November 5th, 2024, one of their clients rear-ended my vehicle and crushed my car. I sustained a minimal injury that progressively got worse and required treatment. I had loss of my vehicle, ended up losing my job, no ability to get a new job without the vehicle, an injury that prevented my ability to get new work, medical treatment and bills, and I am at the point of my account being overdrawn, penalties and insufficient fund charges, and late fees all continuing to accrue because I have not seen dollar one from this company yet. They have admitted and it is obvious from the police report, that it is 100% fault of the other driver. So they continue to try to get me to accept offers that are less than what the amount should be. I provided proof and facts in support of these claims, and they say they don't care and that the offers are final and what I like to accept them. So since they know that they have made errors in their mathematics towards the settlement offer, I have provided proof showing that those errors have occurred, they refused to change and adjust for those errors, and continue to try to pressure me to accept these lower offers. Even with indisputable proof of their mistakes, and providing documentation of the devastation financially that this is causing to me, they won't change. They are specifically trying to prey upon the desperation of my situation. Desperation that has been caused by their continued fraudulent execution of their settlements. This is a criminal organization, who has conspired to commit fraud, conspired to essentially steal money from people they are obligated and liable to pay, people who are victims of their clients, and this company systematically and with malice of forethought, intentionally provide false information, and intentionally provide lower offers then what they are legally required to pay. I wish I had seen these negative comments by people earlier. I recommend dealing with your own insurance company directly

  

  Business Response

  Date: 02/25/2025

  Company response.

• Initial Complaint

  Date:01/16/2025

  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.

  I was involved in an accident with one of their insured drivers back on Thanksgiving day. Their driver was in a left turn only land and I was in the *********** next to them where I can turn left or go straight. I had my blinker on and when the light turned green, she was trying to go straight and her left passenger side hit my right rear driver side. I received a letter from ******* ******** who apparently was the assigned adjuster stating that after their investigation they found that their driver was not at fault. I provided plenty of photos, not to mention the fact that she was in the left lane which was a turn left only and proceeded to drive straight and hit me as I was trying to turn in my lane! I have tried to call ******* ******** and left a voicemail, she will not call me back. My insurance company has called numerous times to try and resolve this issue and get more information from her and she does not call them back. This is poor service and all I want it to get my vehicle fixed as their driver was at fault, even my insurance company agreed that their driver was at fault and could not imagine how they could find them not at fault.

  

  Business Response

  Date: 01/22/2025

  Company response.

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22818966
  
  I am rejecting this response because:

  I am writing to formally request a reinvestigation of the claim regarding the accident involving your insured driver. I believe there are several discrepancies in the conclusion of your investigation, and I would like to clarify the details for your consideration.

  
  I have provided a ****** image of the intersection where the accident occurred to support my case. Your insured driver was in the left lane, as indicated by the red car in the image. I was in the *********** with my left turn signal on. When the light turned green, we both proceeded, but she continued straight while I was making a left turn. As shown in the image, the lane she was occupying is clearly marked as "left-turn only."

  
  Additionally, the pictures I provided to your company show that the damage to my vehicle was on the drivers side rear, while her vehicle sustained damage to the passenger-side front. These details strongly suggest that she was not following proper traffic rules. It is unclear how your investigation determined that she was not at fault despite this evidence.

  
  Furthermore, I must note that your insured driver only presented an ID card at the scene. Under Texas law, a valid drivers license is required to operate a vehicle, as an ID card serves only for identification and does not grant driving privileges. I also find it concerning that she was granted insurance coverage without a valid drivers license.

  
  During the incident, your driver did not exit her vehicle to assess the situation, take photos, or gather additional evidence. Moreover, your company did not contact my wife, who was a passenger in my car, to obtain her statement regarding the accident. This suggests that the investigation relied solely on the account of your insured driver, which may have been biased or incomplete.

  
  Given these facts, I respectfully request that this claim be thoroughly reinvestigated. I firmly believe the conclusion reached is not supported by the evidence I provided.

  
  Thank you for your time and attention to this matter. I look forward to your prompt response.

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

  

  Business Response

  Date: 01/29/2025

  Company Response

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22818966
  
  I am rejecting this response because:

  I am formally disputing your determination regarding the liability in this accident. Based solely on the photographs I provided and the location of the damage on both vehicles, it is clear that your driver was at fault. The absence of a police report does not negate the factual evidence presented, nor does it absolve your driver of responsibility.

  
  Furthermore, while no third-party witnesses were present, my wife and son, who were in the vehicle at the time, can provide firsthand testimony regarding the incident. It is unacceptable to dismiss this claim simply due to the lack of a police report, and I will continue to challenge this decision until the matter is resolved fairly.

  
  Please reconsider your position and respond with a good-faith effort to address this claim appropriately. If necessary, I am prepared to escalate this matter further.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:01/09/2025

  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.

  I had an accident that occurred on 12/21 with an driver that was not listed as an insured driver. From beginning to end they are provided nothing but excuses and claiming they have not been able to reach the uninsured driver. This case should have easily been resolved especially after they mentioned theyve spoken with the policy holder, police report has been provided and I even have witness. They refuse to Accept accountability and there has been no communication unless I call them myself. I would not recommend this business to anyone. Im without a vehicle, and rental in which they refuse to provide due to lies and excuses. We are now sitting at three weeks and no progress has been made.

  

  Business Response

  Date: 01/16/2025

  COMPAMY RESPONSE.

• Initial Complaint

  Date:12/05/2024

  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 involved in a wreck and their insured was at fault. Ive got a claim submitted through them and my car is sitting in a body shop awaiting payment from them. Besides that I am submitting a diminished value claim with them and they are saying they are denying it because they fixed my car. The law states that regardless if its fixed to previous condition you are still entitled to the value that it lost during the wreck. This was explained to them only to be met with purposeful ignorance.

  

  Business Response

  Date: 12/13/2024

  Company response.

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22646766
  
  I am rejecting this response because:
  My car is not restores to market value and they know this. I have sent them KBB and CarFax value of my car and instead of compensating they are not. My car lost around 5k in value and they are disregarding Texas law and not paying me for the value my car lost with having a record of a wreck on it. 

  Texas Law: The general rule for damages to personal property is that a plaintiff is entitled to an award of the difference between the reasonable market value immediately before and immediately after the injury to the property. Attactched I will provide the value of my car before and after and comparable prices of similar cars.

  Sincerely,
  
  Amir Agent

  

  Business Response

  Date: 12/17/2024

  Company response

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22646766
  
  I am rejecting this response because: Ive sent adequate Carfax reports, ****** Blue Book values before and after, even in this reply thread. Ive included every piece of proof which thoroughly outlines everything im saying to say I havent given them adequate documentation or proof is a lie. Ive even showed other dealing pricing and showed plenty of proof and they are standing strong on their denial of something that is due by law. Attached I have the email I sent them, you tell me if thats enough proof.
  
  Sincerely,
  
  Amir Agent

• Initial Complaint

  Date:12/04/2024

  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 10/31/2024, I was hit from behind by a driver insured by Falcon Insurance. Police came out and made a report indicating the Falcon-Insured driver was at fault. It has been 5 weeks and I havent received a single call from the Falcon Adjuster to get my car fixed. Both my insurance and I have left several messages for the Falcon adjuster with absolutely no response. I was just on the phone with Falcon for almost a half hour. End result of that phone call: Had to leave a voicemail for someone other than the adjuster after insisting I would not leave another voicemail for the actual adjuster as she never returns the call. This conpany has egregious business practices. The adjust just called me back and told me I was rude for asking her why she hasnt contacted me in 5 weeks. She said the claim is being reviewed by upper management and I should have a response by the end of the week. She reiterated what the initial staff member told me that they havent been able to get a hold of / cooperation with their insured party. The adjuster also lied and told me that she has been in contact with my insurance company. I let her know that is a bold lie as I had just talked with my adjuster who indicted Falcon hasnt returned a single call to them either. This company is super shady and has no business being in business. Shameful!!!

  

  Business Response

  Date: 12/10/2024

  company response

• Initial Complaint

  Date:11/27/2024

  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 October 26 2024, my vehicle was impacted by another vehicle insured by Falcon Insurance in the city of ********** *****. The claim was done the same day. Falcon Insurance was dragging the review for more than 2 weeks. They never send and insurance adjuster, instead they gave me the shop information to turn the vehicle for repair. They ran an estimate lower than the damage without looking at the car. According to mechanic at ******** Paint and Body, the shop sent them a supplemental estimate, which was the agreement Falcon told me, they needed from shop. After a month they came up with false allegations about the damage without even have a reports from the adjuster. The full amount of the repair is still unknown to me. I asked the shop the the price, and they send me back to talk to Falcon again because he saw the damage is fresh, without rust, means it is from the same day. I am frustrated with the customer service, since they are liars, by the way, I called my insurance company, All State, to see if they can help with my uninsured motorist, but Falcon is using All State to lie again, telling my mediator that All State told them my car was already damage before the accident. I spoke with All State about it and asked them to verify this information with facts. I believe Falcon Insurance is a dishonest company, using false allegations to take advantage of their victims like me, an elderly female Spanish speaker, means ignorance is their weapon to scam people.On Other hand, Falcon alleges that they could not contact the insured for a declaration, since is an absolute fault on them. The insured was unlicensed any way. Also I was told at ***, that Falcon is broker, they sell insurance from another companies. I asked the about who is the insurance company on my claim, they denied to be brokers.

  

  Business Response

  Date: 12/10/2024

  company response

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22614916
  
  I am rejecting this response because, there are some false allegations: On November 18, I send the car to the shop of "their choice" not mine. I asked them where to take the car for repair and they gave me 3  shops they work with; the closest to my home was ******** Paint and Body, Falcon works with this shop, (I prefer to work with insurance's shop), at this time I was still waiting for the answer from Falcon insurance about their insured testimony, they told me that it might take a month, now they are telling that they spoke with him the November 6???. They sent me a report a check, see attachment, for repairs they believe they want to cover for $2,332.09, dated on November 13. This amount does not cover the rental for my transportation, as they are claiming on their statement, no compensation for transportation. See attached documentation. Also the claims that my car had prior damage, it is absolute false, attached are photos of the dents on the passenger side top roof edge done by their insured SUV's top roof rack protruded structure,  this vehicle is taller than a Prius, and the door was damaged by their back bumper. See pictures; they are not rusted, neither looks aged or dirty. On other hand the shop of Falcon Insurance's choice, ******** Paint and Body, said that they need to replace the whole roof, and door, even when they are small dents, because they guarantee their job, they don't do repairs. I asked this because I  need my car, to go work, and replacing roof and door would take more than 2 months. Trying to make things easier. But Falcon kept me without answer, telling me to ask Shop for a supplemental , I did it, the again and again going on circles, because Falcon always claimed they didn't have the supplement from ******** Paint and Body. This is the main reason I have to go for help; for lack of honesty, bouncing me back an **** to body shop, getting no answers. It is not my pleasure to go complaint, only if answers are nor clear and fair.

   

  Sincerely,
  
  Adilda Cazorla

  

  Business Response

  Date: 12/17/2024

  Company response

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22614916
  
  I am rejecting this response because: Falcon insurance answer is not clear. On my previous communication I stated that the "prior" damage on my car is a false allegation; attached are the photographs showing the dents on the roof explained before. 

  I am requesting the repair of my car. ******** Paint and Body sent them an estimate for $11,318.71, minus $2,332.09 ( a check on my hands) equals $8,986.62 as supplement. Their rejection is base on assumptions, without never inspecting the damage. See close up photographs, if they don't want to come to my home to check the vehicle. 

  Also I am requesting compensation equivalent to the car rental during the time I am being without vehicle. 
  
  Sincerely,
  
  Adilda Cazorla

• Initial Complaint

  Date:11/25/2024

  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.

  Insurance Claim Number: TX24-13007 The incident occurred on September 11, 2024, at 7:30am. I was traveling in the right lane and the other driver was travelling in the same direction in the left lane. The other driver side swiped my car on the driver side back tire rim and passage door. I moved away from the other driver trying to pull over so that I could get their insurance information. We were still in motion when the other driver now was behind my car and struck me from behind. I was in shock and very afraid of the other driver. I immediately called ******************************************* on the phone as I was driving trying to get the other vehicle license plate information. I was able to get their license plate information while we were at a stop light at ****** and ************. The other vehicle then turned right onto ***************** and the dispatcher told me not to follow them but continued straight. The incident happened in the city of ******, and we were now in the city of *****. The dispatcher asked that I turn around and go back to the city of ****** to meet with the police which I did. I provided Falcon Insurance Company with the police report, completed all their required paperwork, and gave them pictures of my vehicle. I uploaded the police report with this complaint. After sever phone calls and emails I received a letter in the mail from Falcon Insurance Company that stated Dear ********** We have completed our investigation. Upon fair and proper evaluation of all information and reports available to us regarding the occurrence in question, we wish to advise we are unable to honor the claim because we have determined that you are the proximate cause of the above referenced loss. This is outrageous. Falcon Insurance Company needs to be responsible for their driver. I upload their response with this complaint,

  

  Business Response

  Date: 12/09/2024

  Company Response.

• Initial Complaint

  Date:11/17/2024

  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.

  They act like theyre trying to do things by the book then you get a random check in the mail with no explanation. Then the adjuster ***** just happens to call me and asked if I got the check l. When I stated it was nowhere near the amount needed and this has no explanation. Then transferred me to a supervisor because I was being combative. So he calls and tells me that its just to get the repairs started and the rest will be paid for directly by the insurance company to the shop. I could smell the ** and said Im going through my insurance now. The Next day I got a letter in the explaining the check was to SETTLE the claim! They tried to get me to cash the check to s**** me over on the bulk of the repairs which is approaching 3k. If you have any claim to file go through your own insurance, these people are scam artists! Im Sure, theyll try and say that the dates will show that the letter is supposed to get here before the check, but that is another BS excuse because it shouldve just been sent with the check. The adjuster also tried to claim that somebody tried to contact me by phone, but my voicemail wasnt set up or just kept ringing, which is quite funny since she actually left me a message on my phone prior, which I still have saved. Either way theyre lying since the Supervisor told me the check was to get the repairs started, not to settle.

  

  Business Response

  Date: 11/26/2024

  Company response

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22568896
  
  I am rejecting this response because: The check sent was about 2k less than the estimate they were provided. If they sent this check to get the repairs started as they stated, it shouldve been for the amount that was already estimated. There would have been a letter attached with the check explaining its purpose. This is just another attempt to hide their misconduct behind  incompetence. They also state I was being combative and demanded to speak to a supervisor, which wasnt the case. After being ignored over the several weeks by this adjuster, *****, then being contacted about the check I said it wasnt enough, Questioned why they send a check with no explanation when I started to ask too many questions, she said she would transfer me to a supervisor. The supervisor stated that it was to get the repair started in and made a mistake but again, then the check shouldve reflected the estimate and had an explanation letter in it. After contacting several attorneys in the area, this appears to be common practice and is not the first time theyve received calls about this. 

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

  

  Business Response

  Date: 12/02/2024

  Company response.

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22568896
  
  I am rejecting this response because: The check issued was not in the amount of the estimate. If the check was truly issued to get the repairs started, then it shouldve been in the full amount and any subsequent repairs shouldve been covered directly by them. My insurance is taking care of it because Falcon Insurance employees are too incompetent and devious to be trusted with the claim. 
  
  Sincerely,
  
  *** *******