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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
05/24/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Plymouth Rock keeps trying to collect money from me I have no job and they still trying to collect I don't recall owing this amount and request them to stop calling me and texting me and trying to charge accounts that are not mineYour Plymouth Rock payment of ****** for the policy ending in 7936 is due by 06/14/2024. Click ******************************* to make a payment. Need help paying your bill? Give us a call *****************************************************
Business response
05/30/2024
May 30, 2024
BBB of **********, **, ** & VT
************************************************************************************************-1927
Policy Issued by: ******************* Company
Insured: *************************
File #: 21755537
To Whom It May ********
We are writing in response to the May 24, 2024, inquiry, regarding the above-referenced file.
We provided automobile insurance coverage for ****************** from November 14, 2023,to April 10, 2024.
On April 10, 2024, the policy cancelled because we did not receive the payment for $104.95. For coverage provided, there is an outstanding balance of $97.95. On May 14, we attempted to withdraw $97.95 and were notified that the payment was not honored so a $15 return payment fee was added to the balance. On May 24, we issued an invoice for the outstanding balance of $112.95 with a due date of June 14.
If you have any further questions, please contact me at ************.
Sincerely,
*********************
*********************
Plymouth Rock Customer ****************Initial Complaint
05/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
They stated they needed to come out and take photos for the homeowners insurance. After a few weeks I get a call and email from my Insurance broker with a list of items and was informed I only had 3 weeks to complete or they could cancel the policy. My broker I feel is not much of a help on this also. Going to also send to PA ********************* I have had them for 5 years with no issues all of a sudden they want things that were there when they 1st had the policy corrected. I can agree on some issue and will do what I can 1st: 3 weeks is no where near enough time. 2nd: how do change things that you had no issues with when I got the policy before. Part of issue: Missing railings all around front porch (was never there when we bough the house will need to time to complete, yet still to low to be a danger)Cracked steps (one area if I am understand the broker correctly that this is a minor break in the concrete )Business response
05/31/2024
May 31, 2024
BBB of Eastern MA, ME,RI, & VT
5 Mt. *********, Suite 100
***********, ** 01752-1927
Insurance Company: Palisades Property and ****************** Company
Complaint ID: 21747136
Insured Name: *****************************
To Whom It May **************
We are writing in response to your May 22, 2023, inquiry regarding *********************** homeowner policy.
We have insured Mr. ******** property since October 5, 2018. A 2024 property condition report revealed multiple conditions that need to be addressed.
On May 7, 2024, an email was sent to Mr. ******* and his agency outlining the conditions found in the inspection report that the insured needs to resolve or take reasonable steps toward addressing within the next 30 days or the policy will be subject to cancellation. The email also described reasonable steps toward remediation as securing a signed contract with a licensed contractor and evidence of deposit, or otherwise confirming in writing that the work will be completed within a reasonable time.
In his inquiry, Mr. ******* indicated that he is willing to address the issues outlined in the report. We are happy to work with him to review the steps he has taken, or plans to take within a reasonable timeframe, to address the issues; however, to date, we have not heard from Mr. ****************** you have any further questions or require any additional information, please contact ************************* at ************** or via email at ****************************************
Sincerely,
*************************
Plymouth Rock Customer Solutions CenterCustomer response
06/03/2024
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.
I am rejecting the business response and my written reply is in a word document (labeled BBB) and photos Zip file and loose photo, and email chain attached (labeled 8th email chain) to support the reply.
Business response
06/07/2024
June 7, 2024
BBB of **********, ME,RI, & VT
5 Mt. *********, Suite 100
***********, ** 01752-1927
Insurance Company: Palisades Property and ****************** Company
Complaint ID: 21747136
Complainant Name: *****************************
To Whom It May **************
We are writing in response to your June 3, 2023, follow-up inquiry regarding *********************** homeowner policy.
Mr. ******** agent contacted us on May 16, to clarify the conditions found during inspection. We addressed with Mr. ******** agent the areas of concern and offered examples of how to remediate. We have received photos showing Mr. ******** progress based on our recommendations and will continue to work with him.
All conditions noted need to be addressed by August 1 to avoid a non-renewal of the policy effective October 5, 2024. As ****************** continues to make progress, he should submit photos and direct questions to his agent.
If you have any further questions or require any additional information, please contact ************************* at ************** or via email at ****************************************
Sincerely,
*************************
*************************
Plymouth Rock Customer ****************Initial Complaint
05/09/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I am writing to report a suspected insurance fraud case involving Plymouth *************** I was expecting to receive a payment of $105, but the check has not been received despite waiting for over a month.The check was supposed to be sent to my address on file, but it has not arrived. I have confirmed there are no issues with my bank or post office. I believe this may be a case of insurance fraud, as I have not received the expected payment.Business response
05/17/2024
BBB of Eastern MA, ME,RI, & VT
5 Mt. *********, Suite 100
***********, ** 01752-1927
Policy Issued by:
Plymouth Rock Assurance Preferred Corporation
Insured: *************************
File #: 21688684
May 17, 2024
Dear Sir/Madam:
We are writing in response to your May 9, 2024, inquiry regarding the above-referenced file.
On April 2, 2024, ************** cancelled her automobile policy effective April 2, 2024. A refund of $105 was owed to **************.
On, April 12, 2024, we generated an electronic refund check in the amount of $105. The refund was emailed to ************** on April 13, 2024.
On April 15, 2024, ************** contacted us regarding having difficulty in processing a direct deposit of the check to her debit card. She requested to have the check mailed to her. We voided the electronic check and reissued a check for $105 to be sent by mail to ************** mailing address.
On April 26, 2024, ************** contacted us regarding the status of her refund check. Due to a system processing error, the check was not mailed. On April 26, 2024, we reprocessed the request to issue a new check and a new check was mailed to ************** mailing address on April 29, 2024.
On May 13, 2024, we reached out to ************** by phone to confirm her mailing address and that the check had been received. ************** was unwilling to provide the requested information. At this time, the refund check remains uncashed.
If you have any further questions, please contact ***************************, the supervisor handling this matter, at ************.
Sincerely,
*************************
*************************
Plymouth Rock Customer ****************Initial Complaint
04/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On May 2, 2023, we had a car accident and filed a claim with Plymouth *************** An appraiser came out to see the car, he submitted a report, and a check was received from Plymouth Rock via email the next day. We Took the car for repair. Then went to ********** to rent a car. Before that, we spoke to ********************** and he assured us that any out of pocket expenses would be covered. It took 30 days for the repairs to be completed.On May 30, 2023 we picked up our car and returned the rental car. We were given the bill for $1947.35. The insurance paid $1160, leaving a balance of $787.35 for us to pay, which we paid right then and there.Since ******************* of Plymouth Rock assured us by phone that any out of pocket expenses [******] not covered by the insurance company would be paid, we called him, got his voice mail did not speak to him, but left a message. After several phone calls to *************, who refused to answer our calls, we still have an unreimbursed amount of $787.35.Customer response
05/03/2024
I have not heard from the business in response to my complaint.Business response
05/05/2024
Please see attached response to the complaint.
*********************
Executive Assistant
Plymouth *********************** of **********Customer response
05/07/2024
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
03/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Plymouth Rock deducted more than 1 payment from my bank account and refuses to investigate without providing them a bank statement. I have provided them statements with the *************************************** employee ccd on the email affirming the statement she provided and signed was accurate but they still refuse to investigate further. The ***** savings account statements are quarterly and this deduction was in January and wont reflect until April when the 1st quarter statement generated.Business response
03/25/2024
*************** to this complaint on behalf of Plymouth Rock Assurance Corporation (Plymouth Rock). The complaint relates to the customers Plymouth Rock auto insurance policy. The customer has been insured with ********************** Rock since February 28, 2022. When they bought their policy they authorized Plymouth Rock to automatically withdraw their monthly premium payments from their bank account. The customer has claimed that ********************** Rock took an extra withdrawal from their account in January 2024. We have reviewed our records and can find no unauthorized withdrawals. We withdrew the regular monthly payments of $202.07 on December 29, 2023, January 28, 2024, and February 28, 2024. The next monthly payment of $202.07 will be withdrawn on March 29, 2024. We asked the customer to provide evidence of the alleged extra payment. The customer provided bank statements for the period prior to January 29, 2024 that do not show an extra withdrawal by Plymouth Rock. Although the customer has not provided clear evidence of an extra payment, as a courtesy we have issued a check to the customer in the amount of $202.07.Initial Complaint
02/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My policy was set to cancel on 2/24/24. They wanted to charge me for another household member that has his own policy, and wanted to charge me over $700 for one month for him to be on my policy. I would not do this so I switch auto insurance companies. Today, 2/27/24, they took out $437 from my account. I am no longer a customer of theirs and they should not be able to take money they are not entitled to. They told me this was due to back pay for the resident not being on the policy. They took it without warning and refuse to refund me. They basically stole this money from me.Business response
03/07/2024
BBB of ******* MA, ME,**, & VT
5 *************, Suite 100
***********, ** 01752-1927
Policy Issued by:
Palisades Insurance Company
Insured: ***************************
File #: 21355382
March 7, 2024
Dear Sir/Madam:
We are writing in response to your February 27, 2024, inquiry regarding the above-referenced file.
On November 23, 2023, *************************** purchased an automobile policy, effective November 25, 2023, and opted for the electronic funds transfer (EFT) payment plan. **************** was the only listed driver on the policy.
On December 18, 2023,we sent a letter to **************** requesting her to provide information regarding two additional drivers in the household. We require all household members of licensing age to be listed on the policy.
On January 4, 2024,**************** responded to us by email advising one household member has their own insurance and the other does not drive. On January 6, both additional household members were added to the policy as operators, effective November 25, 2023. The change caused a pro-rated increase of $860 for the six-month term.
On February 13, 2024,**************** confirmed with us by phone that both operators do reside in the household. She then requested to cancel the policy effective February 24, 2024.There was an outstanding balance of $423.40 for coverage provided from November 25, 2023, to February 24, 2024.
On February 23, 2024,we sent a final EFT payment schedule, advising $423.40 would be withdrawn on February 25, 2024. On February 26, we withdrew the $423.40 from Ms. ******* checking account. Ms. ******* account is paid in full.
If you have any further questions, please contact ***************************, the supervisor handling this matter, at ************.
Sincerely,
*************************
*************************
Plymouth Rock Customer ****************Initial Complaint
12/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am being dropped off from my car insurance and now am having a hard time getting car insurance. They state claims history and payments. Mind you they are in automatic withdrawal I have a 99 in driving record. Never missed payments and the claims that I have were the other drivers fault. One of my driver does have an accident but they were not totally at fault nevertheless I have a good driving record and never missed payments it feels that they have taken my money and they don't want to do their job wish is to ensure cars.Business response
01/10/2024
*************** to this complaint on behalf of Plymouth Rock Assurance Corporation, a ************* auto insurance company. Our policyholder has complained that we will not renew her ************* auto insurance policy. As noted in the complaint,the decision was due to multiple accidents involving drivers insured under the policy. There have been five paid losses on this policy, including at-fault and not-at-fault claims. Due to that accident history, there is a higher risk associated with the policy, and we declined to offer a renewal policy. Our decision was consistent with our underwriting standards and compliant with applicable ************* insurance statutes and regulations.Initial Complaint
11/30/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
After 3 years of never missing a payment and keeping my home in immaculate condition, Plymouth Rock suddenly canceled my insurance policy two days after cashing my annual premium check. They said a third party company took satellite photos of my house and said the roof was in poor condition. I asked them multiple times to tell me specifically what is wrong with the roof, but they could not. My home is 10 years old. The roof is high-quality laminate shingles with at least a 25 year lifespan. I work in the roofing industry and know very well how to inspect shingles for granuale loss or degradation. After hours on the phone I was told that there was nothing I could do to appeal this other than bring in a contractor AT MY OWN EXPENSE to inspect the roof and certify it.Business response
12/08/2023
December 8, 2023
BBB of Eastern MA, ME, RI & VT
***************************************************************************
Underwriting Company: Palisades Property and **************************
Filed By: *******************************
File Number: 20938648
Dear Sir or Madam:We are writing in response to your November 30, 2023, inquiry regarding ************************ homeowner policy.
Please be advised that we are currently reviewing this matter regarding Mr. ********* policy.
If you have any further questions or require additional information, please contact ************************* via email at ***************************************.
Sincerely,
*************************
*************************
Plymouth Rock Customer Solutions CenterInitial Complaint
11/20/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Ive had Plymouth ************** for probably the last two years. I particularly picked this insurance because it was local. I dont drive and I walked my payment up to the town office where I paid the insurance was fine. I had no problem with it in itself . My problem was the $25 that they charge for me to walk up my payment to their office and hand it over to a man behind a desk. I am 71 years old. I am not young I dont do well with computers and I try to keep my life as simple as possible. When I noticed the first year the $25 that they charged I was really upset. I discussed it with the gentleman at the desk who work there, the agent, and he said youre not the only one whos upset about that end and I asked him why I was paying $25 when I was walking literally the payment up to his hand and passing it to him. I also stated that any business pays out-of-pocket fees due to office supplies etc. Its part of having a business. And the fact that I was just supposed to handover an extra $25 each year because they passed me a a receipt for my payment is absolutely absurd. So when I called this year and told them that I had had enough of this nonsense, the man I spoke to was absolutely ridiculously rude and so I told him to cancel my policy. That was months ago. In the interim I was getting letters in the mail, saying if I paid XY or Z I could still keep my policy, I ignored them. Today I got a letter saying guess what your policies canceled so I called them back and said you didnt cancel me out I canceled you months ago because of the circumstances that surrounded your company I dont want this on my credit report or if for any reason, it would do any damage , Ive gone with another company for apartment insurance and this absolutely no fee hidden away for me to pay my bill. I think this is absolutely wrong for these companies to try to sneak in these little fees here and there for doing business . I think its time for them to take into consideration old people have rights and this is a rip offBusiness response
12/01/2023
Hello,
In regards to the customer complaint from *********************************, we can provide the following details. The $25.00 paper handling fee is applied to all policies unless the policy is set for electronic documents. In order to receive the $25 discount the insured would need to enroll in our electronic delivery option. We spoke with ************************* on November 29th 2023. There was some confusion between her and Plymouth Rock. ************************* had requested that the policy be cancelled by her agent as she did not agree with the paper handling fee practice. The cancellation was never received and the policy cancelled for non-pay on November 14th 2023. ************************* did have new coverage with another carrier effective November 14th 2023. Due to the miscommunication, we have waived the $67.00 balance as an accomodation. Please let us know if you have any further questions.
Thank youCustomer response
12/04/2023
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
11/07/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I have been a Plymouth Rock customer since 2019 without so much as a late or missed payment history. I recently recieved notification that my homeowners insurance policy would not be renewed because of a questionnaire that was not recieved by a Sept 30 2023 deadline. Plymouth Rock was advised via my insurance broker that I recieved no mail correspondence with such questionnaire. Plymouth Rock then emailed my insurance broker in OCTOBER (pasted their "deadline") with a copy of the questionnaire. I then recieve the email and within a timely manner (4 days) return the completed questionnaire. On November 6 2023, I get notification the policy will not be renewed with the pretext of a late questionnaire. Plymouth Rock was unable to provided any proof of delivery for the correspondence sent, zero emails or phone calls attempts were made to the policyholders regarding this matter. I believe this company used the pretext of a late questionnaire not to renew the policy because I am of Latino ethnicity. Considering I am a military service member and living in this day and age where technology reigns and electronic correspondence is available to all, this company did not any attempt to communicate with their customer through other means (ie email, voice-mail etc) but had their been ONE missed payment then this company would utilize ALL means of communication. I'm frustrated, disappointed, and appalled at this blantant level of unprofessionalism and discrimination.Business response
11/16/2023
November 16, 2023
BBB of Eastern MA, ME, RI & VT
***************************************************************************-1927
Underwriting Company: Palisades Property and ************************** NAIC Number: 10100
Complainant Name: Danydza ***************************
Complaint Number: 20837805
Dear Sir or Madam:
We are writing in response to your November 7, 2023, inquiry regarding Danydza Quimis-Vazquezs homeowner policy.
On August 1, 2023, we mailed ******************************* a renewal questionnaire with a response due date of September 30. The letter states that failure to respond to the questionnaire by the due date may result in the non-renewal of the policy.
On September 15, a second copy of the renewal questionnaire was sent to **************************. As the renewal questionnaire was not returned by the due date, on October 18, a notice of nonrenewal was issued effective December 9. According to our underwriting guidelines we may non-renew for failure by the insured to provide us underwriting information upon written request and a reasonable opportunity to respond in order to make appropriate underwriting decisions.
If you have any further questions or require additional information, please contact me via email at *************************************.
Sincerely,*************************
Plymouth Rock Customer Solutions CenterCustomer response
11/16/2023
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,Danydza
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