Complaints

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

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  Homesite Group Incorporated

  290 Congress St Ste 400 Boston, MA 02210-1033

• 

  Homesite Group Incorporated

  PO Box 9503 Fredericksburg, VA 22403-9503

• 

  Homesite Insurance Company

  PO Box 2057 Kalispell, MT 59903

• 

  Homesite Insurance

  213 Franklin Rd Woodstock, GA 30188

• 

  Homesite Home Insurance

  6141 Mid Rivers Mall Dr Saint Charles, MO 63304

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:02/01/2023

  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.

  On January 13th, I purchased both an auto and home/renters policy in a bundle to save money. What a joke! The purchase of the auto policy was simple enough. I chose the monthly plan, and all was okay. Now, when I was rerouted to the homesite/renters insurance site to purchase the policy, I accidentally hit the pay in full-for the year, and not monthly. I called Progressive immediately and spoke with *****, who assured me that the payment cancellation would be taken care of, and they would call me back to set up the monthly payment and everything would be corrected! Well, guess what! It wasnt! In fact, it went through, screwed up my bank account, and my bank paid it! I have proof of that, and its in the attachment below! No one called me, no one canceled this payment, and I had to file a claim with my bank, to reverse that charge! When I called Progressive Homesite to find out what happened, *******, told me that it takes 5 business for payment to be cancelled, and for the transaction to be redone, and they would call me! ******* had told me that everything ***** had said was wrong, it doesnt that way, etc! Whos right here! Do you think its funny to mess with a potentially great customer!?! Yesterday, I received an email, stating my homesite renters policy may cancel, if I dont call and make a payment! I called today, and spoke with ******, who tried to charge me a $10 fee for the returned payment!, Thats not what happened!, Progressive Homesite was supposed to CANCEL THAT $710 Payment, which they didnt, and now they want to be SLICK BY CHARGING ME AN EXTRA $10 FEE FOR SOMETHING THATs THEIR FAULT! ****** was just UNHELPFUL AS *******! Im sorry I canceled my previous renters insurance policy with Homesites competitor, whos cheaper and offers more coverage for loss of valuables Progressive claims you save money when you bundle auto and rentersand I would like to, but I see I may not! WORST CUSTOMER SERVICE EVER!

  Business Response

  Date: 02/03/2023

  ******************** see the attached company response. 

  Thank you.

  Customer Answer

  Date: 02/03/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:

  Thank you for responding promptly to this matter.  Your thorough investigation and decision as a result is greatly appreciated.  I wish the customer service agents had done what they had promised.  Its a shame that this matter had to be escalated to this level, and Im relieved that this matter is now resolved.  I will be calling, or going online to continue the policy monthly, if possible.  Thank you again.

  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:01/19/2023

  Type:Order 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 made the decision on 12/27/22 to switch to new home insurance for several reasons: to combine auto and home, as well as having membership, selecting ****** Connect home insurance. During the home insurance quote and buying, the agent mentioned that it requires home inspection, which I was aware off at that moment, but not knowing when the inspection will be done, as a date and time were not set.On 12/29/22, an inspector by name of ****** from ******************************* **** representing Homesite Insurance Company, a partner from ****** Connect; came to my house unannounced, while I was at work, but my adult son was home and answered the door. I told the inspector in the phone conversation it was okay to inspect and just advise me ahead of time for any future inspections, where I require scheduling. She said that she will be taking a couple of photos and be on her way (I have this interaction, as evidence on video from my Ring camera and the phone call). However, on 01/17/23, I received a letter from Homesite Insurance Company that they will be cancelling my home insurance, or otherwise to re-quote and increasing the home insurance premium based on their conclusion that I refused the inspection, which is not true, and its very unfair on their part. I made several attempts for them to resolve the issue, and give me the opportunity to demonstrate that they made a mistake, but they dont want to take any responsibility either Homesite Insurance Company, nor ******************************* ****I am requesting Homesite Insurance Company and ****** Connect to resolve this issue by keeping my original home insurance premium, established on December 27th, 2022.Thank you, ************************* Attachments: Cancellation letter from Homesite Insurance Company, door hanger sign form ******************************* Inc, and Ring video/call (if required).

  Business Response

  Date: 01/25/2023

  Hello, 

   

  Please see the attached company response. 

   

  Thank you. 

  Customer Answer

  Date: 01/31/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:01/10/2023

  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.

  Homesite sent a contractor Serv Pro of ***************** who destroyed our home. Homesite is not going after them for the damages they caused. I asked for a new adjuster and got *********************, claims adjuster. He sent out a different contractor Tiny ****** project mgr. from The ******************** *** to preform a scope of work The **************. of ********* **. He discovered that the contractor, Serv Promleft water under the floors and that black mold was present. I would have to leave immediately. If you call and ask them for the scope of work they preformed they will say they didnt provide one. They took some of the kitchen cabinets out and built a reinforcement for the countertop that wasnt salvageable. They did work with out my consent so they are denying. Also, someone.needs to contact the ********* that handles license for contractors because Serv pros license had lapsed and The a restoration Cleanup Cos /Tiny ****** Lic was limited due to a complaint. Serv Pros lic check wont show that now because if you pay you lapse your coverage and pay it later its reinstated back to the date it lapsed. I hire someone who **** seems to like and respond well to. With me I feel intimidated, and Infeel that he doesnt have my back. If he did he wouldnt have sent the checks to the contractor, he wouldnt have cut such huge checks, more than 10%, he wouldve helped me get the money back. Alltek restoration ********* and now Oakley ************************* is a very sure of himself Godly changed man. He cares about himself and he doesnt care about his customers . He cant. He has no empathy. He was paid ****** to *****. Didnt finish, paid ******. To begin repairs, didnt do any repairs. **** merely suggested that ******, no his son **** and Friend could help me pack out I didnt know alltek was wanting ******. To do it. His son takes pictures of my daughters dollhouse tiny toys. Not all of the contents. I did more than he. I get a call from ****** , inasknhim about his scope of work contents fee he wants too much. I thought that the pack out was part of the repairs . He said no sorry. I call my adjuster and we converse He says its in my best interest to handle my personal property. Take pics, clean, move, store, and move back its up to me if I want to hire him to help or what I want to pay him. This is conveyed on our three way conf call. He is not handling my contents. Info to the house to see whats going on and nothing was packed. Everything was in the ground . I immediately send ****** a text with pictures asking what the h*** is going on? I call him , what the h*** is going on? He says this isnt how we normally do it. He also feels that became ? that in our meeting with my adjuster **** conference 3 way call that hey ithe also had time he he had an accident and broke his collarbone couldnt move, and having a grand baby for the 1st time this will dely for 3-4 months. He wont show his face. Ive never met him before. He says he deserves ******. For the few pictures he took and that he has overhead. The he ignored me. I dont trust him and I gave him another opportunity to do the repairs and he refused. The **** investigation is going on, the bond co ***************************** is waiting to see what the **** is going to . **** write that ****** did a though job with the pictures. Are you kidding me. He responds better to a male. Help me. Homesite should help me . Not make this difficult . They sent my mortgage servicer money that they wont release .also, ************* doesnt know the laws and protections. This is homesitrs relocation co. I find the apartment, I agree to ***** he advertised **** fully furnished. I didnt want that. Once he found out I was desperate and ins was involved he went around me and talked them into ****** more a month. The ad said laundry in unit. No laundry. It wasnt even habitable . After ale moved furniture in the landlord wasnt even present for a walk through he knew the toilet was broken and told me I could change it out. I couldnt because it says I need written permission from him. Never got it. When lease was ending I told him to lower it and last minute he asks for another security dep when ale and **** said to hold onto it. He kicked us out threatened us with the police and ale said i as to go when I asked to stay for 8 weeks so kids could finish school he wouldnt even do that because he thought he could get more money. We slept in our car. My sons feet in the trunk and our car on the roof of the car, and we stayed here and there 30 miles driving them to and from school. I then have to lick into a lease , and another. Using up ale money, , my car is stolen from the driveway totalled . **** hurdle, my friend dies trying to help me I get raped the next day and my home gets looted.

  Business Response

  Date: 01/19/2023

  Thank you for the opportunity to respond. 

• Initial Complaint

  Date:01/10/2023

  Type:Sales and Advertising 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 purchased a new home in June 2022. At that time I opened a Homesite policy for the home. The initial policy was provided to my title company for closing. It was later discovered that Homesite had typed the address incorrectly and a new policy would be needed. The new policy number was not provided to the title company so they paid the insurance on my behalf against the old policy. Homesite then billed my mortgage company for the new policy and the mortgage company paid it. By Sept 2022, I had paid the same policy twice without even knowing. Since then I have been attempting to get a $2,200 refund from Homesite, and twice mailed checks have not made it to me with no other options provided from Homesite.

  Business Response

  Date: 01/19/2023

  Hello, 
  
  Plese see the attached company response.
  
  Thank you. 

  Customer Answer

  Date: 01/23/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:01/09/2023

  Type:Billing 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.

  Homesite insurance charged me ***** on my debit card on 1/4/2023. I do not have homesite insurance. Never signed up for it. I did have a policy with Geico that I cancelled September 2022 for that amount. They have transferred the cancelled policy to homesite insurance. Not authorized. Please help me with this problem. I called homesite insurance they stated if I didnt have a policy then they could not help me. This is fraud.

  Business Response

  Date: 01/18/2023

  Hello, 
  
  Please see our attached company response.
  
  Thank you. 

  Customer Answer

  Date: 01/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:01/06/2023

  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.

  We got homeowners insurance through Geico Insurance. Homesite is the underwritter. We have a lot of damage from hurricane Ian * put in a claim. Our deductable is $9220 * we have yet to receive any money.I was told by ****** that they will send a chek for $1511 to get us started. We have to show that we used the *********** deductable for the repairs by a paid receipt from the contracter then they will send another check. Then we have to do it again for the third check.First of all they have no right to tell us what to do with our money. Second we dont have the deductable right now.Third this is our money not theirs to decid what we do with it. The total we should get is around $12,000 which would allow us to get a lot of the repairs done. This is blackmail! We need what is due us now.

  Business Response

  Date: 01/10/2023

  Please see the attached response.

• Initial Complaint

  Date:01/06/2023

  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.

  Purchased townhome in 2013, was given a homeowners insurance premium of ****** dollars. On our last policy we noticed that they have been charging us for a single family dwelling. I called and they quoted 280 for a townhome policy when we have been paying over ****** dollars the past several years.Our policy for 2022 states it is a townhome not a single family dwelling. One sales lady said someone miss wrote the policy. We changed banks so we dont know when they started drafting the higher amount. I'm sure they have a record of this.

  Customer Answer

  Date: 01/17/2023

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 01/17/2023

  Thank you for the opportunity to respond. 

• Initial Complaint

  Date:01/05/2023

  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.

  Canceled my overpriced policy and was due a refund of ****** on October 2022. Never received the check and kept calling to get information and I keep getting runaround. Telling me to go to police department and to bank where check was cashed when they refuse to provide me with a copy if front and back of cashed check. Keep telling me to go to bank and I don't even have an account where the check was cashed too fishy they most likely stole the money!! Why refuse to investigate and reissue my check if they are FDIC insured??? Thiefs makes no sense

  Business Response

  Date: 01/13/2023

  Thank you for the opportunity to respond. 

• Initial Complaint

  Date:01/03/2023

  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 12/9/22 I cancelled my homeowners insurance policy with Progressive/Homesite insurance. I was told over the phone by Progressive that the refund check I was owed for the remainder of the policy would be mailed to me at my home address. I asked if it could be expedited as I was/am dealing with a delicate domestic abuse situation and wanted to get the check before my husband/abuser got his hands on it so I had it to help me leave after many failed previous attempts. Progressive informed me that they could request this but that I should contact homesite and have them expedite it. I then reached out to Homesite insurance an explained my situation to them. I told them what progressive said and what I was asking. I was then informed that they no longer send the refund to the client, but to *******************. I expressed my frustration with this as I had not been told this by Progressive. They were rude and didn't care. Fast forward to 1/3/23 and my mortgage lender still doesn't have the refund check. They took so long that my lender is now charging me more per month because of the deficiency in my escrow. I reached out to homesite AGAIN and asked that I be issued the check directly and expedited so that I could handle this matter and they still refused and again, were very rude about it. They have now cost me precious time, emotional stress, and now financial damage by firstly, not issuing it to me as Progressive said they would, and then dragging their feet for an entire month to send it at all. At this time I am asking that the check be expedited (overnight) to ME since they have now cause ME financial issues with my monthly mortgage amounts.

  Business Response

  Date: 01/05/2023

  Good Morning, please find attached the company's response. Thank you. 

  Customer Answer

  Date: 01/06/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  My lendern FINALLY got the refund today. Almost an entire month later. Imagine if I had paid my insurance a month late? The damage is now already done. My mortgage bill went up almost $250/month because of Homesite taking so long. Now the lender is refusing to apply the payment to my escrow and reduce my payment because the funds came from Homesite and not me. Had Homesite did what progessive claimed they would and sent it to me this wouldn't even be an issue. Instead the disregard what one rep says. Does something else. Refuses to make it right. And causes absolutely chaos for the client. Never EVER again. My new insurer is Gieco, which I was not aware uses Homesite. I am requesting that my policy be closed and the check sent TO ME. So that I can find a non-homesite insurer. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Amber

   

   

  Business Response

  Date: 01/06/2023

  Good Afternoon,

   

  Homesite has confirmed with the ****************** that the customer's lender has cashed the refund check in question as of 1/04/23. Based on this, the company considers the matter to be closed and no further response on this matter will be provided. Should the customer need to make any changes to any other existing policies, they can contact ************** or email **************************************** and an agent will be happy to assist.

   

  Thank you. 

• Initial Complaint

  Date:12/29/2022

  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.

  I filed a claim for theft of my personal belongings from my car on Dec 8, 2022. The insurance adjuster emailed me on 12/08/2022 and requested for me to fill out the inventory of all my items that were stolen using the template he emailed to me. 12/09/2022, I emailed to him my official Police report which lists all the items that were stolen and my statement of what occurred. 12/12/2022, he emailed me back to ask me to list all the items with details on the inventory list template that he emailed to me. 12/13/2022, I completed the inventory list that he requested. 12/13/2022, he emailed me to request for receipts which I have already informed him that I do NOT keep receipts of all my personal belongings especially for anything that is used since I am NOT able to return or get any refunds. 12/15/2022, **** emailed me to inform me that it would take **** business days to get the claim process completed. 12/20/2022, he emailed me to inform me it would take **** business days but did not tell me when he sent it over to his manager for approval. I have emailed to him numerous times but he has not responded since 12/20/2022. 12/27/2022, I got a voicemail from Special Investigations Unit and I called back and left a voicemail. I emailed **** on 12/28/2022 to get an update and inquired about the voicemail I received from Special Investigations Unit. 12/29/2022, I have not received a callback from Special Investigations Unit or any repose from ****. I have also requested to speak to ***** manager several times, but **** ignored my requests. I have attached my emails, Police Report, Inventory list for your review.

  Business Response

  Date: 01/03/2023

  Thank you for the opportunity to respond. 

  Customer Answer

  Date: 01/03/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  Business Response

  Date: 01/06/2023

  Please see the attached response.

   

  Thank you,