ComplaintsforPronto Insurance

• Initial Complaint

  04/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I opened an insurance policy with them back in November of 2022 with manager *******************. I had someone hit my car while it was parked in December and felt like I was totally unsupported. I called ***** quickly after the accident and told him I wanted to cancel my policy. He said "Ok" and didn't cancel it. Pronto continued to charge me for 3 months afterwards and still has not refunded me 2 months later. When I called to report they had charged me twice after cancelling the girl I was speaking to, *************************, said there was no cancellation noted and did not help me to cancel it at all, ignoring me for several days, not following up and being extremely rude the whole process

  Business response

  05/10/2023

  BBB Case # ******** - Pronto Insurance
  
  Customer Information:
  *****************************
  ************************************************************************************
  Daytime Phone: **************
  E-mail: *************************
  
  
  Customers Statement of the Problem:
  I opened an insurance policy with them back in November of 2022 with manager *******************. I had someone hit my car while it was parked in December and felt like I was totally unsupported. I called ***** quickly after the accident and told him I wanted to cancel my policy. He said "Ok" and didn't cancel it. Pronto continued to charge me for 3 months afterwards and still has not refunded me 2 months later. When I called to report they had charged me twice after cancelling the girl I was speaking to,*************************, said there was no cancellation noted and did not help me to cancel it at all, ignoring me for several days, not following up and being extremely rude the whole process.
  
  
  This is a policy written by 365 Auto Insurance Services.Policy # ********. ***** and ***** must work for 365 Auto Insurance because we have no one in our company by those names.
  Policy started 10/8/22 and she filed a claim on 11/17/22. On 2/3/23 she requested to cancel the policy effective 11/20/22. 
  
  We requested that she send us the declarations page showing duplicate coverage to backdate the cancellation. PTS shows the policy was cancelled effective 11/20/22.
  
  We did send her a refund check on 2/14/23 for $638.52. On 2/28/23 the refund came back to **. The address we have on file is ******************************************************************************** 
  
  We will send the refund to the new address noted above on the BBB information. 

  Customer response

  05/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I actually requested to cancel on 11/18/22, but was then charged for months until I called again on 2/3/23, which they said they would cancel this time. I called again recently sometimes in April asking where my check was. I was told by corporate that it looks like the cancellation paperwork I filed in February was never put in the system. Then they told me that they had in fact sent me a check but it went to the wrong address and was sent back. Pronto never once contacted me to ask why the check was sent back or clarify my new address. I find this unlikely though because I've been getting all mail forwarded to my new address with no issues. 

   

  Pronto needs to take responsibility for those under their company name instead of blaming everyone else. Perhaps if they didn't have so many different side companies they could better keep track of their employees, customers and paperwork. I've found the entire company and their affiliates to be extremely unprofessional, never once apologizing for all the stress they've caused me. 

   

  Id like for this company to do further investigation into their employees, even if they are from a side company to prevent further scams under their name. If that's not possible I feel they should no longer use side companies/names for their business when they cannot manage the original business as it is. 

   

  Id also like for ******************* to be fired after scamming me for so much money, which was clearly intentional. Pronto is the main insurance company and should take responsibility for 365 running under their name

   
  
  Regards,
  

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

  
  

  Business response

  05/25/2023

  We have reached out to the customer and confirmed the check was received and no further action is needed. Thank you!

*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. ↩