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:10/17/2024

  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.

  To Whom It May Concern,I am filing a complaint against Wedsafe, owned by K&K Insurance, for their failure to fulfill agreed-upon services and process a refund despite multiple follow-ups.I purchased wedding insurance from Wedsafe with the understanding that they would add a subrogation clause to our policy, which was required by our venue. Wedsafe confirmed that this was a routine process and assured us it would be completed within seven business days. However, after more than two weeks of waiting and following up through multiple emails and phone calls, they failed to add the clause.With our wedding fast approaching and our venue demanding proof of insurance, we had no choice but to seek alternative coverage through another company at a higher cost. My fiance and I then requested to cancel the Wedsafe policy. Wedsafe verbally agreed to process the cancellation and refund, despite their typical no-refund policy.However, after receiving an email stating that they had "requested a refund from their processor," Wedsafe has still not confirmed that the refund will actually be processed. Despite multiple phone calls to follow up, we have not received any further information or confirmation that the refund will go through.Its also worth noting that Wedsafe only responded with the necessary documents after we requested cancellation, far exceeding their stated timeline of seven business days. This delay has caused significant stress in the lead-up to our wedding.I am requesting that K&K Insurance promptly confirm and process the refund for the Wedsafe policy. If this issue is not resolved by the end of the week, I will dispute the charge through my credit card provider.Wedsafe's handling of this situation has been highly unprofessional, and I hope the BBB can assist in resolving this matter.Thank you for your attention.Additional info Wedsafe was called:2x 10/11 2x 10/14 2x 10/17

  

  Business Response

  Date: 10/22/2024

  This client contacted us for a waiver which generally takes 5 7 business days to process. During this process, the client decided to purchase coverage elsewhere, resulting in the request for a refund. K&K agreed to the refund which was processed in 13 days and should be finalized through banking services shortly. 

• Initial Complaint

  Date:05/29/2024

  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.

  K&K Insurance has sent three invoices regarding a "Installment" for insurance. Fly Fitness Franchise does not have insurance through K&K and never has. The invoices do not make sense and the "account" numbers do not match. This appears to be a scam.

  

  Business Response

  Date: 06/20/2024

  We are currently investigating this issue with our executive team and accounting and will respond with details as soon as possible; thank you. 

  

  Business Response

  Date: 06/21/2024

  As a Managing General Underwriter and administrator of specific ****** Insurance Company insurance programs, we can confirm that the invoices referenced in this compliant are all valid (not a scam or fraudulent) and identify outstanding payments due for three separate insurance policies for this client/insured with effective dates of 10/22/23-24 (including General Liability, Property and Excess Liability coverages).   These policies are set up on quarterly payment plans, with the first two payment having already been paid.  The invoices that have been presented in the complaint are for the April payments and they had not been paid at the time this complaint was received.  A notice of cancellation was sent to the insured on 6/4/24 to be effective 6/20/24.   In researching this matter, we have communicated with both the insurance agent representing the insured, as well as the insured themselves, and have been told that a check for the outstanding payments for these policies has been placed in the mail.  When the check is received, we will rescind the notice of cancellations and coverage will continue in force.  If payment is not received, the cancellation of the policies will be processed.  K&K is a reputable company that has been in business since 1952 and, as such, consistently follows standard insurance industry practices such as this.    
  

• Initial Complaint

  Date:05/25/2023

  Type:Product 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.

  We purchased a sports policy from K&K on 12/7/2022 for gym rental. Unfortunately, the facility we wanted to rent required a much higher general liability and ******************* limit. We asked K&K on 12/19/2022 whether it's possible to change the policy to match the amount and if not possible then cancel the policy for us. For the cancellation, we explained that since we had not successfully rented a gym without the proper insurance, we had not used the policy at all. A case number ******** was assigned on 12/29/2022 and asked us to fill out a cancellation form. We sent the form back on 12/30/2022, then haven't heard anything since despite our effort of emailing/calling K&K more than 10 times to check on the status. We could never reach the agent assigned to the case. The reasons given by the operator were the agent was busy, the agent had to get upper management approval, the agent had to attend a funeral, and then the agent was busy again. In April of 2023, 4-month after we submitted the cancellation form, during one of the 10+ calls we made, one representative was gracious enough to tell us over the phone that we didn't sign the cancellation form properly. So we immediately submit the properly signed cancellation form, but still no response. No refund, no communication, no explanation, nothing.

  

  Business Response

  Date: 05/31/2023

  We would like to sincerely apologize for the experience youve had trying to address this issue.  We understand and acknowledge that the delays and lack of communication are both frustrating and a drain on your valuable time.  We have reviewed the matter and have now processed both the cancellation of your coverage and the refund of your premium (returned to your credit card on 5/26/23).  Weve also discussed this situation with our service team members so that this should never happen again in the future.     

  Customer Answer

  Date: 06/02/2023

   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.

  
  

  Thank you.