Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/01/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I filed a Hail claim on 6/3/2021, adjuster came out quickly and approved claim, assured me it was too low to replace the roof and that he would adjust with the Roofer I hired. Roof measure was wrong - After 3 months, my contractor has spent hours trying to talk to anyone to get the estimate approved. ******************* Cherival was the 1st rep, got no response via email or phone, next was ********************* - answered 2 emails and completely stopped responding. LM released depreciation check with no work done w/o explanation. I spoke to an agent who agreed that LM has dropped the ball, he tried to reach assigned rep and could not either. instructed roofer to send quote to ******************************************************** saying it would go to mngmt.No answer no reply.. 2 months later. Roofer and I have exhausted all options. roofer transferred to new rep **** **** on 8/29. spoke for 1 minute and she hung up on him. This is an absolutely disgusting way to treat customers who have been nothing but polite and paid ****.
Business response
09/10/2021
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 September 10, 2021 by email.
Sincerely,
The ******************** Team, Liberty Mutual Group
Initial Complaint
09/01/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
This company is stealing money from me putting things on my credit that are not true this is not my first complaint but this is my last complaint before things are escalated due to a call being disconnected its been confusion I never spoke to the person that I was speaking to to confirm that my service has started nor did I receive any insurance cards or any information besides a **** a month after the call had ended and the representative did not give me a call back Idid not agree to this payment because I was unaware if the payment was even successful and unaware that the insurance was active because the call was disconnected for the hundredth time he transferred me to someone else during our conversation to sell me life insurance I didnt need nor ask for and the representative did not call me back to finish speaking with me about the insurance so therefore I do not owe liberty mutual anything It appears to me that this company and the workers are thieves Steal from consumers.Business response
09/09/2021
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 September 09, 2021 by email.
Sincerely,
The ******************** Team, Liberty Mutual Group
Initial Complaint
08/31/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had called to cancel my policies. I was told I was all set. Month later I get a ****** ****. I call and ask about **** and they said it was lingering amount due to a new car I had bought. So I told them no problem Ill pay it. I guess I thought it would be taken from my bank account like all other payments. Well I was wrong, a month later without any other notice they sent me to collections. I just got another **** for ***** and called again about amount. Now they are saying I only canceled auto and my snowmobile cannot be canceled, so if I dont pay till December they will send me to collections again. This is BAD Business and Im floored they would not fix this. I left it with representative that all my policies were canceled, and I was all set. I would like to be refunded the amount, since my policy was canceled, and have all policies canceled like requested.Business response
09/10/2021
We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry. A detailed response has been communicated directly to the
consumer on September 10, 2021 by email.Initial Complaint
08/31/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Had a power surge and knocked out appliances and air conditioner. I had to wait five days before the repair to let Liberty Mutual Tech come out. He never showed and you could not contact them to speak to them. You would call the number and get no answer then the Guy would say he could not contact me, or I did not respond, even though I spoke with **** from Liberty Mutual daily and provided proof.. After that the manager *************************************. Still have not received the follow up call. The service from Liberty Mutual was terrible and needs to be reported. After their tech drop the ball for not showing up. ************************************* tried to access my account , but could only get the outage call in report which there were no call in's and she denied the claim based on that since they dropped the ball with the tech not showing up, even though we waited for tech for 4 days and still has not showed up. I had to pay for the repair myself. So I called Pepco's claims department they said she is wrongBusiness response
09/09/2021
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 September 9, 2021 by email.
Sincerely,
The ******************** Team, Liberty Mutual Group
Initial Complaint
08/30/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
August 30, 2021 The interaction was due a vandalism claim I had submitted for theft that was done to my 2019 Lexus. I was assigned to a claims examiner by the name of *************************. The reason for this complaint is due to his unprofessional demeanor and insulting behavior. He continued to argue with me and denied my ability to speak to someone else and said that I couldnt ask for his manager because my claim was his and he didnt care what I thought or felt. He mocked me and laughed at me while claiming to be professional and helpful. I in all my years of handling claims myself have never been treated nor denied the option to speak to a superior. After getting loud with me he claimed to want to help me, but why or how would I want to continue to work with this person who made I would like assistance in ensuring my claim is resolved and handled fairly by another competent examiner. I also would like to speak with a Manager whom is concern with my issue and treatment.Business response
09/01/2021
***** in receipt of the complaint for the customer referenced below and welcomethe opportunity to respond to our customer's inquiry. A detailed response hasbeen communicated directly to the consumeron September 1, 2021,by email.
Sincerely,
ThePresidential Service Team, Liberty Mutual GroupInitial Complaint
08/30/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I spoke to someone in regards to opening a policy in October 2020. They took my account and routing number wrong via telephone; therefore, no payments ever went through on policy. I am now being told I have a $2040 policy going to collections. I assumed the policy had been cancelled prior to this point since the initial payment was not even charged.Business response
09/09/2021
We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry. A detailed response has been communicated directly to the
consumer on August 9,2021,by email.Initial Complaint
08/29/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I was in an auto accident on June 8, 2021. On July 7th the car was declared totaled after an estimated cost of repair over $9K. There was a settlement, which the remaining balance due to me totaled $2261.91. Per the email dated 7/26/2021 from Liberty Mutual, a check would be mailed in **** days. To date, August 29, 2021, I have not received the check. The problem is I am unable to get anyone on the phone to address the situation. All I am asking to have a trace made on the check. The two people I was able to talk to was unable to assist. I was referred repeatedly to my claims adjuster but after 10 attempts to get *************************** to respond, I thought best to talk with a manager. One could not get a manager to talk with me, the other, suggested the reason for not receiving the check, because I have not completed a power of attorney, what? This claim process has been a nightmare, no communication, no customer service, no leadership, and this is just the tip of what I had toCustomer response
09/10/2021
[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
08/29/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Talked to *********************** about car insurance full coverage wanted to start a policy with liberty mutual on the 15th of September because had insurance already but just liability and to give me time to go over emailed documents *********************** had emailed me so without any signatures and before time liberty mutual took money from my account before time and without my signed emailed documents now I have to wait 5 to 10 business for my money they wasn't suppose to even messing withBusiness response
09/02/2021
We are inreceipt of the complaint for the consumer referenced below and welcome theopportunity to respond. We are currentlyin the process of working with the customer to resolve their concern directly.
Sincerely,
The ******************** Team, Liberty Mutual Group
Initial Complaint
08/28/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company has charged me for insurance on a vehicle that they know is not operable. Have asked them to contact me with no response. They explained to me that my insurance claim check would be deposited into my account by Friday of this week. I have proof of no deposits. This company has sold my information to a salvage yard to try and contact me about taking my car to their salvage yard, when the car had not even received an estimate for damages. This all has taken place in the last 2 months.Business response
09/07/2021
We are in receipt of thecomplaint for the consumer referenced below and welcome the opportunity torespond. A detailed response has been communicated directly to the consumer on September 7, 2021, by email.
Sincerely,
The ******************** Team, Liberty MutualGroupInitial Complaint
08/28/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My vehicle was hit in parking lot on Aug 5. The car was parked at the time. The lady that hit my car filed a claim on Aug 6 with Safeco/LIberty Mutual. I called them &emailed them over the next week with no response. They finally contacted me on Sat Aug 14th. I emailed them all of the information they requested including the estimate from the body shop for $1500 to repair the damage to my vehicle.Fast forward to Aug 28th, I still haven't heard anything back from them. I emailed them again last week with no response. When I called ******** today, she said that they still hadn't heard from the claimant and needed her statement. They said that she was not responding to their calls. When I got off the call, I immediately called the claimant. She answered immediately (as she did each of the 3 or 4 times I've called her since this happened). She said that she had been contacted &had return their calls &left messages multiple times. They are not following up.Business response
09/10/2021
We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry. A detailed response has been communicated directly to the consumer on September 10, 2021,by email.
Sincerely,
The ******************** Team, Liberty Mutual Group
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
2,700 total complaints in the last 3 years.
880 complaints closed in the last 12 months.