ComplaintsforPronto Insurance

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pronto puts names wrong n a computer to give auto insurance n so forth so on your consumer report it shows fake *************** for birthday and personal info like this is happening alot there. So I asked them to correct in paperwork and they were shocked I noticed this.

  Customer response

  08/13/2024

  Pronto insurance when I had them for my ex husband insurance auto they typed n the wrong bday and won't fix it bc it's past n canceled insurance. So I asked for them to fix it bc on my ***** Nexus it needs to be corrected. 

  Business response

  08/13/2024

  We are very sorry for your experience, however we rely on the information our vendors supply in order to rate customers correctly. The complaint should be with ***** Nexus and not Pronto as we are using the information as provided. All of the names listed on your policy were reported through numerous vendors as being associated with that address.

  Customer response

  08/15/2024

   
  Complaint: 22103303
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Business response

  08/15/2024

  All drivers that are associated with your household are received from numerous outside sources including the **** ***** Nexus is not a vendor we are currently using for this information. We have no control over what outside sources such as ***** Nexus or the *** report to Pronto. If there is an error with their data as you are stating, the complaint needs to be filed with that source for correction.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  one of their customers hit my car I have not been able to get in contact with anyone at this company it has been over a month since the accident happened. I need someone to contact me asap.

  Business response

  07/17/2024

  Can you please supply your claim number so I can assist you further?

  Customer response

  07/17/2024

   
  Complaint: 21997480
  
  I am rejecting this response because: I don't have a claim number because I couldn't get in touch with anyone the person that hit my car policy# is TXRPBG-1030662-00 u can contact me ************ accident happened 6/14/2024
  
  Sincerely,
  
  *********************************

  Business response

  07/17/2024

  Thank you for providing the accident information, however we need a claim number in order to move forward. There are many reasons why the claim could be delayed and if you could please provide the claim number, we can assist you.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We filed a claim for vandalism with Pronto Insurance after months of unreturned calls we are told that our claim is denied due to our vehicle showing on carfax that it has been in the shop often for maintenance ?? scheduled regular Maintnace is an asset not a reason to deny a claim we called and filed a complaint against **************** and we were told by his supervisor that we would be assigned a new adjuster to reevaluate the claim and they never called us so **************** calls and says that the denial was final and he would not be approving the mechanical claim only the body.. comprehensive claims are covered regardless we were not at fault this is the reason we pay insurance. Would not reccomend anyone insure anything with them they are trash we will be filing a complaint with TDI **************** of Insurance and our attorney will be sending a LOR we are fed up enough is enough

  Business response

  07/15/2024

  We apologize for the experience and would like to help. I am unable to locate your claim at this time and am asking if you could please provide your claim number so I can assist please.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Pronto processed an EFT of $166 from my account without my consent or authorization to do so on June 15, 2024. Pronto also created a new policy without my consent or authorization to do so. I called on June 15, 2024 to their customer support line and informed them that I had purchased a new policy as the website had shown that my policy had already cancelled. I was informed that they could not cancel the policy that was created automatically by their system and I had to call back on June 29 to request the policy to be canceled. I asked why as I never requested, agreed or signed any forms for a new policy and wanted my money back. I was issued a partial refund for the existing policy I requested to be cancelled and the payment collected on 05/15/24 was $166 but they only refunded $74 as they claimed it was due to processing fees. I informed them I wanted my $166 refunded that collected without my consent or approval and I was informed they could not refund the amount due to a new policy was created. I reiterated that I did not request or authorize a new policy. I was told to call back. I sent an email 06/15/24 to their customer service inbox and no response has been received to this date. I called back on 06/24/24 and was told by another rep I had to call back on June 30 to request to cancel my policy. I informed her that I never requested this new policy to be created and why do I have to call back to cancel if I have already informed them I did not authorize or consent to a new policy and want a refund. I was told to call back on June 30, this is now a different date I was told to call back. My worry is I will have to call back on both dates and no refund will be provided as they will claim processing fees on a policy I never requested, consented or authorized.

  Business response

  06/26/2024

  Mr. St. *****,

  When you purchased the original policy and signed up for the automatic withdrawal, you authorized Pronto Insurance to continue to fraft and renew your policy until we received notice from you to cancel. The verbiage is as follows:

  I authorize Pronto ******************** (Pronto) and the above listed financial institution or card issuer to initiate monthly
  deductions from my bank account or credit card account for payment of recurring and/or renewal premiums on the insurance
  policy issued to me by Pronto. I understand that such payment will first be drafted approximately (1) 16 days before the due
  date of the next payment or (2) 10 days before the policy expiration or cancellation, whichever is applicable. I understand in
  the event any such draft deduction when first initiated is not honored by my bank account or credit card account, ********************** will
  continue to initiate the same draft on a daily basis each day thereafter until such draft is honored. I understand that I am
  solely responsible for any fees charged by my bank or card issuer as a result of this authorization. I understand that the
  premiums will continue to be drafted and the policy will continue to renew with corresponding deductions from my account
  made as described above, until and unless I notify Pronto at least 20 days prior to the due date of the next payment or at
  least 20 days prior to the policy expiration or cancellation date. I also authorize Pronto and the financial institution shown
  above to initiate credit entries to my (our) account in order to correct any erroneous deductions or to provide a refund of
  premium where appropriate. If this authorization applies to an eCheck, I further authorize a $25 service charge for declined,
  returned, or unpaid drafts regarding any scheduled draft as described above. I warrant that I am the owner or authorized
  signer on the account listed above and that I have full authority to enter into this agreement.

  THe withdrawals were authorized as was the renewal based upon the agreement signed when purchasing the initial policy. However, I have reviewed your renewal policy and have requested a full refund be sent to you and you will not need to contact **************** to ensure it is cancelled. We appreciate your business and hope you return to Pronto Insurance in the future. 

  Customer response

  06/28/2024

   
  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

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had pronto insurance and I cancelled my policy and then they charged me the following month sayin I cancelled my old policy not my new policy, I told them that didnt make any sense what so ever and I have an email saying it would cancel if I didnt sign renewal policy which I never did. They said they would refund me the amount of 331 dollars and they did for the renewal mistake but now that check has bounced. Can you please help me

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  An auto accident occurred on 5/11/2024 and the other party was at fault. Since the accident, I have been trying to get in contact with this insurance company so an adjuster can come out to look at my vehicle and I have not been contacted at any point in regards to my vehicle. The airbags deployed and it is it not drivable. I have called multiple times since 5/13. I submitted an online request on 5/14. Ive called almost every day since the accident and just leave messages without a return call. The adjuster is ********************************* and I only found out this information when I called **** at ***** Insurance Agency to get some kind of information and he was able to give me his extension number 126. I Called 5/21 at 5:27 and there was no answer so I tried to leave a voicemail but it was full so I was not able to. I also sent a detailed email with picture of the incident on 5/23 at 3:43pm. I called again on 5/28 at 10:03am and was able to leave a voicemail this time. It has been almost 3 weeks and I still have not heard anything from this insurance company at all in regards to my car.

  Business response

  05/30/2024

  Good Afternoon,

  This is a Redpoint County Mutual policy and does not belong to Pronto Insurance. Please forward the complaint directly to ******** for assistance.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I've been trying to file a claim and I have yet to receive a call back. This is very frustrating. I need to get my auto repaired. I've left several messages, and no one has returned my calls, the last message I left was stating this is my 5th called. I've never delt with any insurance company like this!

  Business response

  06/10/2024

  Please provide us with your claim number as I do not find a claim under your name. We are Pronto Insurance and not RedPoint County Mutual. 

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I went to get full coverage for my car and it's was not the right one within 30mins of getting the policy I cancelled it the agent told me since it's with 24hr I would not get a fee they lied I paid ****** and they refunded me only 69 back after I went to ask for information on the they told me there was a fee and it takes up to 4-6 weeks to get the refund none of this was disclose to me before hand this happened on May 1st and they didn't cancel the policy till the 3rd so I would get fines this is thief and I want my full refund back

• Initial Complaint

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid Phoenix Insurance Group $941.00 cash for 3 months of auto insurance protection to go to Pronto Insurance as they were the third-party representative. I paid this money at a office location in *********. Pronto Insurance continued to deduct the payment thru my bank account. I was told this cash would got towards my monthly payments and they would report it to Pronto Insurance. When I saw the deductions removed from my bank account for payments I had already made in cash, I went back to the Phoenix Insurance office and they told me the payments were already sent to Pronto. I called Pronto Insurance and they told me they did not receive the cash. They said they probably updated on their system but not on the Pronto Insurance system. They did not offer any other resolution and I am at an end with neither company offering a resolution.

  Business response

  05/28/2024

  Phoenix Insurance is an independent agent that sells Pronto Products. This complaint is for Phoenix Insurance and not Pronto as we are not the agent of record and have processed only what Phoenix Insurance has requested on behalf of the customer.

  Customer response

  05/28/2024

   
  Complaint: 21695315
  
  I am rejecting this response because: the third party insurance group Phoenix Insurance Group, shown in the attached receipt provided, is the person who took the cash and did not properly report my cash payment to Pronto Insurance. This complaint is against the Phoenix Insurance Group as they are the own who took the cash and did not apply it to my account. This response does not suffice. The Phoenix Insurance Group should be contacted and the Representative shown in the receipt I provided should be questioned as she is not communicating with me and Pronto Insurance is sending me back to ******* Insurance Group. These companies are sending me back and forth to each without a resolution and no other proof of my cash payment being applied to my account. This extremely back business practice and I need assistance resolving this. 
  
  Sincerely,
  
  ***************************

  Business response

  05/29/2024

  Phoenix Insurance group is an independent agent and needs to be contacted for any refund due. Phoenix Insurance collected the money from the insured and not Pronto Insurance.

  Customer response

  05/29/2024

   
  Complaint: 21695315
  
  I am rejecting this response because: This is a not a response to my complaint, this is a  generic statement of their business practice.
  I have already made several attempts to contact the person who helped me at ******* Insurance and have not received any confirmation that the cash I gave her was applied correctly to my Pronto account. I already know I need to call the company for a refund. I have already done that and they are not helping me. That is not a response to MY COMPLAINT! That is simply a rule of business they tell everyone. I am submitting a COMPLAINT that I have ALREADY attempted to call several times to get a refund and I am simply given the run around. I have contacted the company several times and they continue to give me the run around, that is the reason I am submitting this complaint to the Better Business Bureau because I have called the Phoenix Insurance Group several times and they are not providing me with a confirmation that the cash I gave them was applied to my Pronto Insurance account. 

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

• Initial Complaint

  04/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  2-19-24 I went to pronto insurance to add a second vehicle and make the monthly vehicle insurance payment for a second time on a new policy because I was put through a similar incident on a previous policy that ended up lapsing and I had to pay to start a whole new policy I've been with the company for over 10 years and this is a new scam that is appearing. They failed both times to communicate that they were not taking the monthly payment and the money we were paying to add the new vehicle was for just that and not towards any of the insurance even though I was in the office to do just that as well as at a new vehicle. So again I don't have enough money to cover the policy that is now two months due, leaving a balance of $210 instead of $113 with a late fee. they did this to me on the previous policy that ended up laughing so again for a third time I'm going to have to start a whole new policy which cost me almost $300 every time and I've had to do this twice now because of the scam there now pulling on us consumers. Pronto insurance has done nothing to resolve the issue either time and continue to hold me fully financially responsible for their slip **** I was there in their office money in hand to make the payments they took money gave me a receipt depicted a whole nother price amount and due date. I even called two times prior to confirm the mountain dew and the due date. Then when I went to make the payment as of 3/26/24 I was told a whole another story and the payment was not what was reflected on the receipt that also depicts the due date in purple handwriting. PRONTO INSURANCE POLICY NUMBER (PR-000385397-00) 2014 ****** MAXIMA AND 2001 MERCURY GRAND *********************** WITH A MULTI CAR DISCOUNT AD ONE VEHICLE BEING $84 A MONTH TWO VEHICLES IS SUPPOSED TO BE A MULTI VEHICLE DISCOUNT PRICE. I KNOW I AM NOT THE ONLY VICTIM OF THIS NEW SCAM THAT PRONTO IS UTILIZING TO FORCE PEOPLE TO PAY MORE MONEY TO START A WHOLE NEW POLICY PRETTY MUCH EVERY OTHER MONTH.

  Business response

  04/22/2024

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

  The receipt provided by you in your complaint was the premium due for your first vehicle. When adding the Niccan, the premium for the entire term was increased by a total of $260. Furthermore, notices were sent to your home address showing the exact amount due and when the payment is due to avoid cancellation on 2/20/24 and again on 3/10/2024. Your policy remained active until 4/9/24 and was cancelled due to non-payment. We deeply regret any misunderstanding that *** have occurred, but did provide multiple notices including the amount due and the exact cancellation date.

*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. ↩