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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/02/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I asked Liberty Mutual for an insurance quote last week. Their rate was three times higher than any other quote, so I did not want to pursue buying a policy. Since then their agent, ************************* (Liberty Mutual Insurance; ****************************************************; Direct: ************), has been calling me and emailing me every day. I've asked her to stop. I've blocked her calls. I've tried to block her emails, but she just sends them from a different address. I've unsubscribed through the Liberty Mutual website. But, she just refuses to stop.I want the calls and emails to stop. I will never contact them again for a quote, or provide my contact information to their representative. I will never buy anything from this company because of their awful business practices.
Business response
04/09/2024
We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on April 9, 2024, by email.
Sincerely,
The ******************** Team, Liberty Mutual Group
Customer response
04/09/2024
[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
03/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
in the later part of 2023 i contacted Liberty in regards of a ever increasing cost. was *********** was because i used a different Credit/Debit card. i told them i was unhappy with the charge and that i would at the end of the cycle no longer be a costumer of theirs. the agent informed me on the date i would no longer be with them and we ended the conversation. the following month i get a bill for amount due. i called them more than once regarding it. they said they would review and call me back. NEVER DID. i called them again when i got notice of being sent to collections. they said they would look into it and call me back.. this time they did return a call to inform me that i owed them for the amount because i didnt call in and cancel my account with them. i told them they needed to go back and listen to their recordings and then call me back. they have done neither yet. they have tarnished my credit with their below poor customer service. i would prefer ALL communications happen on public postings.Business response
04/04/2024
We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on April 4, 2024, by email.
Sincerely,
The ******************** Team, Liberty Mutual Group
Initial Complaint
03/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We had a slab leak in our home on 2/20/24. I filed the claim immediately. It has been an on going issue to speak to my adjuster have any questions answered or any direction of any kind. I reached out to her mgr multiple times to no avail. She has never returned any of my calls. We received an initial check from them for ***** before we even submitted the **ntractors estimate. I have no idea what that was based on because they never sent me the estimate from the adjuster as they said they would. ******** the adjuster told me it was a partial payment in the rare time she **ntacted me. I have left txt messages ,emails, voice mails multiple times for the adjuster ******** and her mgr ******. Have had no response from either one. This has been the worse experience I have ever had with a company that I have paid ******* in premiums to over 27 yrs. I currently have no floors and missing walls and cabinets since 2/20. I can not have my **ntractor move forward with out knowing the full amount the ins ** will pay. If he doesnt start soon he will have to move on to another job. Again I have tried to **ntact both of them every day to no avail and I am literally at my **** end. I too am in a customer service industry and if I treated my clients like this I would be fired! Please help me my hands are tied and all I want is my home repaired as I have faithfully paid my premiums with out delay.there is no excuse to not return calls or not to **mmunicate in any way with your client. So very unprofessional. Claim# ********* thank you!Business response
04/03/2024
We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on April 3, 2024, by email.
Sincerely,
The ******************** Team, Liberty Mutual GroupInitial Complaint
03/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In the process of shopping for car and home insurance, I was told State Auto insurance put through two claims on my name which are inaccurate. Back in 2021, I called to inquire on whether home insurance policies cover Asbestos . The claims agent suggests reaching out to an attorney or home inspection company if I believe it was possibly present in the home. The insurance submitted a claim based on my inquiry on what the policy covers. Upon discovery of this erroneous claim and nothing was paid out, I contacted State Auto immediately and I was initially told by an irate claims rep that anytime a customer inquires on their policies, it gives them reason to initiates a claim even if I did not ask for this to be a claim.The other claim was through my auto policy with them. I submitted for a glass coverage claim in 2021. Upon discovery, I was told they put this through as comprehensive for bodily damage despite the receipt showing as just glass. With this information, this company is intentionally giving customer inaccurate descriptions and claims which gives the company room to raise rates unjustly while hindering the ability to shop for another vendor as it significantly impacts pricing on quotes. This kind of practice is an unethical way of bringing in extra revenue to the insurance company and can be compared to price gouging.I attempted to reach out to a claims manager ********************* at ************ as I was also transferred to him by *****, a claims rep, to which I was unsuccessful.The claims also do not show up online when accessing my online account. It shows 0 claims.I would like to have the claim on my home policy removed as an inquiry should NOT initiate a claim erroneously. I would also like to have the policy on my auto policy to be adjusted to accurately be described as glass replacement than the inaccurate description as comprehensive - bodily damage.Business response
04/03/2024
We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on April 3, 2024, by email.
Sincerely,
The ******************** Team, Liberty Mutual GroupCustomer response
04/03/2024
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
03/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am very dissatisfied with the level of service I received from my claim respresentative at Liberty Mutual. The representative has not been timely, nor responsive and only communicated with me once after several calls and emails. The representative said he would check in every 7 business days and has not followed through on the commitment. Information on claim forms mailed to me had incorrect information and I was not given an opportunity to submit a request for reimbursement for expenses pertaining to the claim. I have not been able to communicate directly with a supervisor or a different claim agent as the customer service line is limited and would not connect me to a representative that I could speak to about my grievances. The claims process has been extremely frustrating and I do not intend to renew my policy with Liberty Mutual. I have been without a functional bathroom for nearly two months. Liberty Mutual is slow, unresponsive and the level of service is beyond disatisfactory. Liberty Mutual must do a better job communicating with their customers or will lose many more to their below average service levels. They're certainly not the most affordable insurer and have lost my service after 3 years. At the very least, a possible solution would be to assign a new claims agent, refund my deductible and share a formal apology.Business response
04/04/2024
We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry. We have provided an interim response to the customer on 4/4/24 We are still investigating customers concerns and require additional time to fully address the same. We will provide a fully detailed response upon completing the investigation by4/24/24.
The ******************** Team, Liberty Mutual Group
Initial Complaint
03/26/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I am cancelling our policy with liberty mutual as of today. We picked up insurance with progressive today. Our billing date is for March 26, 2024. When I told the representative that I was cancelling because their premium were way to high, he said I would receive a bill for $216.42. I'm not understanding way I owe a $216.42 payment. The representative said it is because our insurance is a month behind in payment and that amount is what we owe for February 24,2024 through March 24, 2024 because they had not received their payment for that time period. Funny I had to have insurance paid on the ****** before I could leave the Lexus parking lot. Please let me know what is right about this.Thank you,*****************************Business response
04/09/2024
We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry. Please know we are directly communicating with the customer as of March 29, 2024 by email to resolve their concerns directly.
Sincerely,
The ******************** Team , Liberty Mutual GroupCustomer response
04/10/2024
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,*** And *******
Initial Complaint
03/25/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I am not liable for this debt with Liberty Mutual Insurance Company. I do not have a contract with Credit Collection Services. They did not provide me with the original contract as I requested.Business response
03/30/2024
We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. An interim response has been communicated directly to the consumer on March 30, 2024 by email. We are partnering with the consumer to provide a final resolution no later than April 2, 2024.
Sincerely,
The ******************** Team, Liberty Mutual GroupCustomer response
04/02/2024
[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
03/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Liberty Mutual as cancelled my policy within the first two months and now requiring me to pay for service that was not provided over $1700. Account ******** Need ********************** to remove balance and update credit reports, or provide service for remaining 10 monthsBusiness response
04/02/2024
We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on April 2, 2024, by email.
Sincerely,
The ******************** Team,
Liberty Mutual GroupInitial Complaint
03/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have had insurance through Safeco for several years before needed to file a claim due to a branch falling through *******. This claim has been going on for 9 months in which often time I am unable to reach my insurance agent. The last time I spoke with him is in *********** have not been able to reside at my residence since last year because there has been no communication. The roof has been somewhat fixed but no other issues surrounding my claim have been resolved. The indoor contracting has yet to be completed and compensation for living expenses and compensation for the items thrown out on my front yard without my consent has yet to be acknowledged despite my policy covering all of the above. Whenever I try to contact anyone at Safeco it puts me through a loop right back to the agent who does not respond. I have left a message with his supervisor as well and have yet to hear from her either. Its frustrating and I have been experiencing severe emotional distress over this matter.Business response
04/04/2024
We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the customer on April 04, 2024, by email.
Sincerely,
The ******************** Team, Liberty Mutual GroupInitial Complaint
03/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My car insurance has went up. There is a claim on there from September 2023. I have tried call my agent, lexisnexis , and 1800 number at to Safeco. I can't get any answers literally. My son was asked to drive ******************** car. She willing gave him keys with a broken wheel axle. This is probably why she didn't drive. I need answers why I have a claim thst eas clearly not my son's fault but the fault of ****************. Her insurance should be handling this. We spoke to them and even told them how **************** wrecked her vehicle prior to this in a ditch. I want me insurance rep to call ******************** insurance company and fix this matter. I have tried to contact my insurance like I have stated. I would just like a credit for my fees thst are paid for insurance that were taken out of my account that was wrong amount. Thank you in advance!Business response
03/29/2024
We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on March 29, 2024, by email.
Sincerely,
The ******************** Team, Liberty Mutual GroupCustomer response
03/29/2024
[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.]
Man that called me was extremely helpful and super nice!!
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,
***********************
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Customer Complaints Summary
2,647 total complaints in the last 3 years.
944 complaints closed in the last 12 months.