Complaints

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On July 29, 2023, spoke with Yvonne about an auto insurance quote and provided her information and pertinent information obtained in order to perform this quote. However, Yvonne states she would call me right back since I rather have a call and not email and did call back 1 hour later stating business is closing and to call back on Monday., July 31, I did and Yvonne apparently was on an errand at MVA. I got the quote on my follow up call on August 2, 2023 from her stated sister Sandra ****** ********** who did give me a quote from Yvonne’s notes. Then, I received an email stating my driver’s license is not active from email* ***************************** Unfortunately, the office was closed and after speaking with Sandra after given quote information. In this regard, I left a message that my license is active so I do not know why she sent me an email stating to go to the MVA office after we just verified information and quote on the phone. It is a quote and stated presently waiting for other quotes. This concludes the quote and if I would contact business again regarding pursuing to do business with a broker of insurances. As a result of contrary statement from Yvonne as emailed to Sandra and rehearsed notes of Yvonne who did the quote and did not respond back regarding any license issue.

  Bureau response

  09/06/2023

  Complaint Handler
  Insurance Center Of Baltimore 

  **** ******* *** ********* ** *****
  
  
  Dear Complaint Handler:
  
  This message is in regards to a complaint submitted to BBB about your business on 8/2/2023 by Rochelle *******.  This complaint was assigned I* *********
  
  BBB is informing you that this complaint has been closed as UNANSWERED.  Multiple communications have been sent to you about this matter; however to date, we have not received a response.
  
  You should be aware that your lack of response is now reflected in BBB's rating of your company. You can view your revised BBB Business Profile on our website at ****************
  
  BBB helps resolve disputes between businesses and its customers. We welcome the opportunity to amend your BBB Business Profile upon receipt of your company's written response and resolution of the dispute.
  

  Sincerely,

  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  Phone: ###-###-####

  Business response

  09/08/2023

  Hello BBB, 

  I am responding to a complaint we received from Ms. Rochelle *******.  I have attached documentation of the driving record that shows her status was invalid.  This is not something that we can manipulate in any way.  We simply enter the client's license number and the report is pulled and it gives us details from her name, address, date of birth, accidents, tickets, and license status.  When Sandra emailed her regarding the quote she simply as a courtesy advised her the status of her license and advised her to contact the MVA to find out why they show her invalid.  Her license status is not an attack from any notes stating not to download to her email.  I am not sure what negative information she is requesting be removed as we do not have any negative information regarding this client.  We simply advised her what our system showed after pulling her driver's license number. From our notes I see that Ms. Rochelle ******* was not only emailed, but Sandra spoke to her on the phone regarding the quote and license status.  She did not appear in distress and advised she would reach out to the MVA.  

  Thank you, 

  Yvonne ************

  Bureau response

  09/14/2023

  Rochelle *******
  
  *** *****
  
  
  Dear Rochelle *******:
  
  This message is in regard to your complaint submitted on 8/2/2023 against Insurance Center Of Baltimore.  Your complaint was assigned ID *********  

   

  BBB has received a formal response from Insurance Center Of Baltimore. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: 20###-###-####7

  Sincerely,

  Sam ******
  Vice President
  *************************
  Phone: ###-###-####

  
  MESSAGE FROM BUSINESS:
  
  

  Hello BBB, 

  I am responding to a complaint we received from Ms. Rochelle *******.  I have attached documentation of the driving record that shows her status was invalid.  This is not something that we can manipulate in any way.  We simply enter the client's license number and the report is pulled and it gives us details from her name, address, date of birth, accidents, tickets, and license status.  When Sandra emailed her regarding the quote she simply as a courtesy advised her the status of her license and advised her to contact the MVA to find out why they show her invalid.  Her license status is not an attack from any notes stating not to download to her email.  I am not sure what negative information she is requesting be removed as we do not have any negative information regarding this client.  We simply advised her what our system showed after pulling her driver's license number. From our notes I see that Ms. Rochelle ******* was not only emailed, but Sandra spoke to her on the phone regarding the quote and license status.  She did not appear in distress and advised she would reach out to the MVA.  

  Thank you, 

  Yvonne ************

  Customer response

  09/14/2023

  
  Complaint* ********
  
  I am rejecting this response because: AIC - Yvonne never contacted me regarding any issue with my drivers license even upon providing her with the information that Saturday morning. In fact, Yvonne returned the call about a quote before closing and stated to give her a call on Monday. She did not inform me about license inactive or a quote during the returned call later that day.

  on Monday, I called Yvonne that morning to find she was out of the office and at MVA. It was not until, Wednesday that I called again about the quote because she did not tell it to me and spoke with Sandra who claimed to be her sister and looked in her notes to forward me an email stating she spoke to Yvonne and she said my license were inactive and call MVA. Also, the email did not provide a copy of my driver record as it show attachment can not be downloaded nor did it provide a quote as stated here is the estimate and attachment can not be downloaded after stating please let me know if you have any questions, Sandra. Both documents were attached to the original complaint filed. I disagree with the response because it was unprofessional to have stated invalid and never told driver license inactive Saturday or given quote but to call back on Monday. A call from Yvonne was never returned that Monday and inactive information was not provided or stated from August 29, 2023.
  My resolution was for the business to have been a fiduciary in responsibilities and duty in regard to my complaint. I did not receive any response to invalid. Whatever would be on the driving record online, I would not be able to see and that was not included nor a quote. As Sandra states per email attachments cannot be downloaded.

  
  Sincerely,
  
  Rochelle *******

  Customer response

  09/14/2023

  Dear BBB,

  Please be advised that Yvonne who did the quote on July 29, 2023 did not state driver license is invalid or given a quote on Saturday once she called to say call back Monday. My resolution is to have had a professional contact from Yvonne regarding an auto quote. However, I was given information per email on August 2, 2023 from her sister Sandra who viewed her notes and contacted Yvonne beforehand and the email stated invalid and call MVA, not a auto quote or driver record included with the email. 

  Bureau response

  09/25/2023

  Complaint Handler
  Insurance Center Of Baltimore 

  **** ******* *** ********* ** *****
  
  
  Dear Complaint Handler:
  
  This message is in regard to a complaint submitted to the BBB about your business on 8/2/2023 by Rochelle *******.  This complaint was assigned ID 20415491.
  
  Why am I receiving another letter regarding this complaint?
  We recently received additional correspondence from the consumer in the above-referenced case.  The information has been reviewed by your consultant and we believe this information warrants some additional remarks from your company.
  
  How do I see the new information?
  If received via email the fastest and easiest way to view and respond to the complaint is to use the link on the left.
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: 20415491-E6CBE

  What should I include in my response to the consumers rebuttal?
  Please respond to the additional information that has been provided by the consumer.  If you have not already done so, please submit copies of supporting documents to your BBB using the contact information at the bottom of this correspondence.  Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  In the interest of time and good customer relations, please respond within 5 calendar days.
  
  How many more times will I have to respond to this complaint?
  We appreciate the response you have already provided and our goal is to minimize back-and-forth communication.  The new information provided by the consumer may have brought up new concerns that your BBB consultant felt needed some clarification.  By providing this information, you are allowing BBB to develop a more complete picture of the situation and how to move forward. 
  
  Generally, resolving a complaint requires both parties to move from their current position to a middle ground. In your response, please state your position and if possible indicate what steps can be taken by both parties to resolve this matter. If necessary, the BBB will offer its mediation and/or arbitration services to bring a close to this matter.
  
  We look forward to your prompt attention to this matter.
  

  Sincerely,

  Ralph *******
  Operations Manager
  **************************
  Phone: ###-###-####

  MESSAGE FROM CONSUMER:
  
  

  Dear BBB,

  Please be advised that Yvonne who did the quote on July 29, 2023 did not state driver license is invalid or given a quote on Saturday once she called to say call back Monday. My resolution is to have had a professional contact from Yvonne regarding an auto quote. However, I was given information per email on August 2, 2023 from her sister Sandra who viewed her notes and contacted Yvonne beforehand and the email stated invalid and call MVA, not a auto quote or driver record included with the email. 

  Bureau response

  09/25/2023

  Complaint Handler
  Insurance Center Of Baltimore 

  **** ******* *** ********** ** *****
  
  Dear Complaint Handler:
  
  This message is in regard to a complaint submitted to the BBB about your business on 8/2/2023 by Rochelle *******. This complaint was assigned ID *********
  
  

  BBB has received further correspondence from the consumer about this complaint. We understand you have devoted valuable time to this issue and appreciate your previous response, however your consumer did not agree with your response.  Please take a moment to review and respond to your customers concerns within 5 calendar days.

  Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  If we do not hear from you we will close the complaint as unresolved which may have a negative impact on your BBB rating.

  We look forward to your prompt attention to this matter.

  Sincerely,

  Ralph *******
  Operations Manager
  **************************
  Phone: ###-###-####

  MESSAGE FROM CONSUMER:
  
  

  Dear BBB,

  Please be advised that Yvonne who did the quote on July 29, 2023 did not state driver license is invalid or given a quote on Saturday once she called to say call back Monday. My resolution is to have had a professional contact from Yvonne regarding an auto quote. However, I was given information per email on August 2, 2023 from her sister Sandra who viewed her notes and contacted Yvonne beforehand and the email stated invalid and call MVA, not a auto quote or driver record included with the email. 

  
  

  Bureau response

  10/31/2023

  Complaint Handler
  Insurance Center Of Baltimore 
  **** ******* *** ********* ** *****
  
  
  Dear Complaint Handler:
  
  This message is in regard to a complaint submitted to Better Business Bureau (BBB) about your business on 8/2/2023 by Rochelle *******. This complaint was assigned ID *********
  
  

  Thank you for your recent response, however, your consumer has informed BBB that your response does not address their issue, therefore BBB has closed this complaint as unresolved.  An unresolved complaint may have a negative impact on your BBB rating.

   

  If you have any questions about this letter or complaint, or wish to provide a further response, please contact me.

  Sincerely,

  Ralph *******
  Operations Manager
  **************************
  Phone: ###-###-####

  MESSAGE:
  
  

  Dear BBB,

  Please be advised that Yvonne who did the quote on July 29, 2023 did not state driver license is invalid or given a quote on Saturday once she called to say call back Monday. My resolution is to have had a professional contact from Yvonne regarding an auto quote. However, I was given information per email on August 2, 2023 from her sister Sandra who viewed her notes and contacted Yvonne beforehand and the email stated invalid and call MVA, not a auto quote or driver record included with the email. 

  Bureau response

  10/31/2023

  Rochelle *******
  
  * *** *****
  
  
  Dear Rochelle *******:
  
  This message is in regard to your complaint submitted on 8/2/2023 against Insurance Center Of Baltimore.  Your complaint was assigned ID *********
  

  We regret to inform you that your Better Business Bureau's (BBB) attempt to resolve the complaint between you and Insurance Center Of Baltimore has not been successful. BBB has exhausted our resources in this attempt and will be closing the case as unresolved. While this does not take care of your issue, BBB appreciates the time you took to inform us of your experience with this company.

  Your unresolved case will be reported on the company's BBB Business Profile for other consumers to access.  It will remain on their record for 36 months, our standard reporting period.  We will use it to note any trends or pattern of complaint activity and should one be noted, will forward our case notes to the proper regulatory agencies for their review and possible enforcement.  

  Thank you for using BBB's services.

  Sincerely,

  Ralph *******
  Operations Manager
  **************************
  Phone: ###-###-####

*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. ↩