Complaints

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

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  The Norfolk & Dedham Group

  222 Ames St Dedham, MA 02026-1850

• 

  The Norfolk & Dedham Group

  128 W Bruce St Harrisonburg, VA 22801-3663

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:12/30/2024

  Type:Service or Repair 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.

  Our vehicles were involved in an accident on 06/13/2024 at around *********************************** the only left lane and decided to merge into my lane and collided with the back of my trailer causing damage to the trailer lights and the wheel on the driver side. I have claimed for damages but till now they delayed the process and finally has denied the claim. I have the police report which is in my Favour and I also have the dash cam recording clearly showing the other vehicle in the wrong lane.

  

  Business Response

  Date: 01/08/2025

  This matter involved conflicting versions of how an accident took place between Mr. ***** and our policyholder.  We have recently communicated with Mr. ***** and collected revisited the available evidence.  Although liability remains unclear because there were no independent witnesses, we have reached an amicable resolution with Mr. ***** and have paid his claim in full.  

  Customer Answer

  Date: 01/10/2025

  [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:12/22/2024

  Type:Service or Repair 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 had a tree fall on my house. The homeowners insurance company came out. I had to pay to have the tree removed. $1200 My roof is damaged . I had to call a roofer to come out and price it. I had to pay $1913.73 for a down payment. I was told I would be reimbursed all but my deductible of $******* the insurance company wants to give me less than I paid. To get my payment I only have 7 days to go online and get it. I have not been able to get my payment. I will run out of time. This can not be legal to give someone less than they said and only give a person a week to claim the money.

  

  Business Response

  Date: 01/08/2025

  We have attempted to contact ***** ******* by phone and email on multiple occasions with only a limited response.  We cannot locate a policy or a claim that her name is associated with.  It's possible that she is associated with one of our policyholders that had a claim or that she had a claim, but with a different carrier.  Either way, we cannot address her concerns without her cooperation or more information.  To avoid any confusion she may contact **** ******* directly at ************ or *********************************** in order to provide more detailed information so that we can better respond to her complaint.  

  Customer Answer

  Date: 01/09/2025

  [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:08/09/2024

  Type:Service or Repair 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.

  July 1 I was rear ended by a client of theirs in stopped traffic ! My ***** Malibu has finally been repaired, while being repaired I rented another ***** Malibu from enterprise car rental, they told me it was going to cost me $3 plus tax out of pocket, I called the adjuster ******************************* and she said she would have the charge taken care of , that I shouldnt have to pay anything. My claim no is c2432389. After talking with ***** 5 times about this , she did nothing and my credit card was charged. Again on Thursday august 1 I spoke to ***** and she said her boss told her I would be mailed a check last Thursday, today is Friday August 9 and Im exhausted listening to ****** lies. Please can you help me get my refund of $53.56 Thanks for your help , ******************* ******************************************************** cell ************. Home ************.

  

  Business Response

  Date: 08/20/2024

  Hello **************, 

  Thank you for taking our call today and confirming receipt of payment in the amount of $53.56.  If you have any further questions or concerns regarding your claim please do not hesitate to contact us at ************.  

  Sincerely,

  ***********************

  Chief Claims Operations Officer

• Initial Complaint

  Date:08/07/2024

  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.

  I was involved in an automobile loss on April 17th, 2024. I was operating my vehicle in a safe/lawful manner and through no fault of my own, my vehicle suffered extensive damage from broken glass. This broken glass came from another vehicle being towed by ****************. I took photos of the vehicle with the broken glass, the tow truck, and the license plate.I called the Police who later documented the incident. I spoke with the owner of **************** via phone and text (Screen shots available). He accepted responsibility of the situation and apologized. I filed a claim with Norfolk and Dedham and supplied them with all the photographs and an official statement.The process was painful and the claim specialist, ******************************* was horrible and completely unresponsive. I had numerous issues with this claim, non OEM parts (In violation of policy and Massachusetts CMR), check being issued to wrong person, and being unresponsive to the point where I required intervention of a supervisor. At this point I have been paid for all the damage to my vehicle MINUS $1,000 which is my deductible. N&D has done little to nothing to "subrogate" this claim with Safety Insurance and rightfully get me money. I have sent numerous emails and placed numerous calls to N&D with no luck. I keep getting told the same non sense, "Safety Insurance is still investigating". The photos speak for themselves, this claim is so clear cut that a toddler could easily determine who holds liability here. Having filed a claim for the EXACT same purpose in the past, I know that this is being mishandled and I should have never been assessed a deductible. All I am seeking is to be issued a check for $1000 (deductible) which is rightfully mine.

  

  Business Response

  Date: 08/14/2024

  Hello *****,

  We thank you for bringing this to our attention and taking the time to discuss this situation with us. We did not provide the exceptional client experience that you deserve in this claims process, and we are sorry. We have learned from this experience and will train on it, but we apologize that you did not get the service you deserved.

  Customer Answer

  Date: 08/14/2024

  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.]
  

  Absolutely unacceptable response to this. To say I wasnt given an exceptional experience would be a major under statement. I wasnt given any service at all. My $1,000 was held up for over four months due to no fault of my own. It was an admitted error on the part of your employee. Simply apologizing does not make this right. 
  

  I should receive a refund for the monthly premiums that I continued to pay during the last four months. The repair of my vehicle was held up as was the money I was rightfully entitled too. 
  

  Further, Id like to know specifically what the company plans on doing with *******************************. She doesnt need to be retrained, she needs to be trained, period. This person is the furthest thing from professional. 
  
  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: 08/20/2024

  Hello ****************, 

  Thank you for taking my call on the evening of Friday, August 9th.  As discussed, we have processed payment of your $1,000 deductible.  You should have received checks in the amount of $700 and $300.  

  Also, as we discussed, we cannot reduce insurance premiums as a result of your claims experience.  We also cannot discuss employee matters with anyone outside of our organization.  We hope you understand our position with respect to those two requests.  

  Sincerely,

  ***********************

  Chief Claims Operations Officer

  Customer Answer

  Date: 08/20/2024

  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.]
  
  ****,

  I agree, we did have a nice conversation and I understood your position in regards how regulated your company is. I cannot stress enough that a simple apology for this huge failure is simply inadequate and a terrible level of customer service. 
  

  I pay my monthly premium in a tardy fashion not only for auto insurance coverage, but for a certain level of customer service that is clearly non existent. If you recall, this is not the first, but the second time this has happened to me while dealing with your company. It is truly astonishing that N&D feels it appropriate to offer an apology and when I stated we (my entire family) are would not be renewing with your agency it was oh ok, sorry we understand. Regulated or not, its a horrible practice to just brush a customer off like N&D did and keep me and my family in limbo for 4 months. 
  

  I do not need any further apologies, Ive fielded enough of those. I am grateful that this complaint will be reflected on N&Ds BBB profile as it seems this is the only measure of accountability.

   

  Respectfully,

  **************************

  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:07/02/2024

  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.

  This insurance company is not honoring my contract. They are not offering the service and conditions I've been paying for. My car was vandalized and I submitted my claim...as well as filed a police report because it was a hit & run. I'm being made to pay for my car rental, which should be covered by my insurance policy. They will not return my phone calls. I'm desperately in need of help! I need a resolution ASAP due to the fact, my job requires I have a vehicle!

  Customer Answer

  Date: 07/13/2024

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

  

  Business Response

  Date: 07/15/2024

  We received ********************** claim for damages to her vehicle on June 19th. She alleged that her vehicle was struck while parked by an unknown vehicle. We investigated the matter and determined that inconsistencies in the reporting of the loss resulted in a denial of coverage for the claim. We cannot go into detail about the nature of the investigation nor its findings for privacy reasons. The investigation was completed in a timely manner and ******************** has been notified of our position both in writing and by telephone. We assure you that we were in constant contact with ******************** throughout the claims process that lasted from June 19th to July 2nd.

• Initial Complaint

  Date:02/12/2024

  Type:Sales and Advertising 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.

  This company is a joke what do u pay car insurance for. Seems like this company doesnt like to pay its hard paying customer who pay **********************. There was damage to my vehicle and dont know how it happened. If something unexpected happens to ****** dont expect this company to help you out. Had a rep hang up on my mid conversation very unprofessional company. Gave them everything I know about this claim and still a denied claim. They had their investigation papers in by around *** 21 waited the full 30 days until they had given me the denial and wouldnt tell me why over the phone and made me wait the full 30 days didnt do their part on getting the police report. This company doesnt do their job to get the info they need and only listen to things that benefit them not their customers. Like *** said many times I have no clue what happened and was told by a rep their I would have to admit guilt to something I didnt do by the rep who hung up on me unprofessional.

  

  Business Response

  Date: 02/19/2024

  ********,

  As you are aware, our Special Investigations Unit and Accident Reconstruction team thoroughly investigated this claim.  If you have questions regarding their findings,which we obviously would not discuss in this forum, we certainly can provide additional information. Please contact us directly if you would like to discuss further.

  Customer Answer

  Date: 02/20/2024

  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,

  ********

   

  You told me I dont have a police report and thats why I was denied. You didnt do any research to get this info because it is in the ************ they have it and I sent it to you. I was told I wouldnt receive another denial letter brocade the first one was incorrect brocade there is a police report. If this is going to be you answer send me another denial letter explaining to me why it is denied where the first denial letter is not correct and up to date. 

  

  Business Response

  Date: 02/25/2024

  ********, as mentioned in the original response,we would be happy to discuss further if you would like - please contact us directly at ************************************

• Initial Complaint

  Date:06/07/2023

  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.

  Norfolk and Dedham covered my home owners insurance for over 20 years. We have never filed a claim. They requested pictures of my two dogs. After receiving, they issued a non renewal based on the pictures stating it looked like the dogs might have either pit bull or German shepherd dna. My vet sent them paperwork clearly stating neither of them do. They still refused to renew my home owners insurance even though neither dog has any history of violence. One dog is an ********** Kelpie and the other is a boxer husky mix. They stated it was then based on the size of the dogs but refused to send paperwork showing guidelines for not insuring dogs more than 55 lbs. I was then told they do not insure homes with dogs. We believe they are lying to us and we were targeted and discriminated against. We provided all the necessary paperwork to refute their claims. Please advise us what rights we have. Thank you.

  

  Business Response

  Date: 06/16/2023

  Please see attached response.

  Customer Answer

  Date: 06/20/2023

  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,

  ********

  We had provided additional paperwork from our vet that clearly states that **** is a boxer/husky mix.  We were still denied coverage.  We were advised we would have to submit a DNA test proving it and that they do not cover homes with dogs our size.  I am still waiting on the paperwork from this company showing us that DNA test results are required in top of veterinary paperwork.

   

  

  Business Response

  Date: 06/21/2023

  See attached response.

  Customer Answer

  Date: 06/21/2023

  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,

  ********

  This was the additional paperwork we sent over.  We were rejected again and told this was not enough.  It clearly shows boxer/husky mix on two different forms.  Our agent told us still was not enough proof and the insurer said our dogs were too large and they no longer insure homes with large dogs.  We were told we would have to send in a DNA test even after providing the additional paperwork.  

   

• Initial Complaint

  Date:01/19/2023

  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.

  the company above is the insurance company of my car. My car was hit taking to the body shop by suggestion of Norfolk and Dedham group as well as was to rent a car from *************). I am experiencing two issues:1- Norfolk and Dedham has not reimburse me for the rental of the car (*******) was deducted from me account by *****. I have been almost 9 month reaching out to the Norfolk and Dedham and I have been getting the run-around (please submit the receipts along with your SSN card and ID (to check with IRS and child support) never hear of that before). I have called so many times and always resent the same doc and wait 20 days. which have turned into 9 months. 2- I am unsure why would ***** charged my card without authorization when they were p=supposed to charge the insurance company. I just want my money reimburse.

  

  Business Response

  Date: 01/20/2023

  Consistent with the Hertz rental invoice supplied in support of ******************** claim, payment in the amount of $1,064.25 has been approved and a check in that amount will be mailed to ******************** attention early next week.

  Thank you. 

   

• Initial Complaint

  Date:06/04/2022

  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.

  on 5/31 i noticed i had a charge from norfolk and dedham on my checking account . i had chosen a new insurance so was confused when i seen the charge . im guessing the cancellation had not gone through yet ? the charge sent my checking account into a negative balance . i am asking norfolk and deham to please re imburse me for the total of ****** which covers a total of 5 over draft fees in my bank account . over draft fees that were caused by this charge that should have never happened .

  

  Business Response

  Date: 06/10/2022

   

  Upon receiving the BBB complaint from **************, our billing department reached out to him to address his concerns. A refund has been agreed to that will make ************** whole, including overdraft fees. 

  I am told that ************** is satisfied with this outcome and that this agreement should close the matter. 

  Customer Answer

  Date: 06/11/2022

  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,

  Marco

   

   

  norfolk did reach out to me , i will close the claim once i have received reimbursement . thanks so much.