ComplaintsforBranco Gardner Insurance Agency,Inc.

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 2/10/2023 after my vehicle was totaled I walked into my insurance company to ask if they could hold my plates without cancelling my auto policy because I was in a rental until 2/21. The woman at the front desk said no problem I will hold your plates and cancel the policy in March since that is when it ends. I asked her to cancel just my homeowners policy. I got into an accident in my rental on 2/12 when I went in to report it she informed me she had cancelled my policy and I was liable for the damage. I never consented to cancel or end my auto policy. She asked if I was getting a new vehicle and I said yes but was going to want new plates. I asked again, are you going to cancel the policy because I can not let you do that when I am in a rental, she assured me she wasnt but did. I asked to speak to a manager, **** then laughed and when I asked if he overheard my conversation with the woman and said he was not in office which infuriated me because he was standing beside the woman and even wished me luck on my car search, I called to speak to ***** and the woman keep hanging up on me and just keep laughing and now will not return or answer my calls.

  Business response

  03/20/2023

  Hello,
  
  ******* was involved in a prior total loss accident on 12/15/22.  On 02/10/23 ******************************* walked into our office and asked to cancel her plates and insurance.  *************************** asked her if she was getting another car and if she was sure she wanted to cancel her plates she just stated yes.  ****** then cancelled her plates and gave her a plate return receipt.  ******* never stated that she was in a rental.  On 02/12/23 she was involved another accident with the rental on this date.  When ******* called stating that she was involved in this accident the staff stated she was cancelled and there would be no coverage.  She had called multiple times and spoke with multiple people.  When I found out that she was in a rental I had called my underwriter to get the policy reinstated and afford her the coverage.  There were a few steps needed to complete this process and it was eventually done on 02/23/23.   Safety Insurance is covering this claim.  The claim number is LAMA 01E50C.  ******* is still a customer here.
  
  Thank you,
  **** ********************

  Customer response

  03/23/2023

  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,

  *******

   

   

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