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Business Profile

Insurance Companies

Frankenmuth Insurance
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/12/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 took my car to Uncle ********* Car Wash. During the wash, the equipment malfunctioned, and my car got scratched on the right side. The manager and owners acknowledged the damage and filled out a report. They also told me they would open a claim with their insurance provider to cover the repairs.However, their insurance provider, Frankenmuth, is refusing to accept liability and is asking me to prove that the car wash malfunctioned, even though I have the owner and the car wash manager as witnesses to the incident.I have spoken with Chelsea ****** the claims adjuster, several times, and she is demanding that I provide further evidence. I have pictures and an incident report from the car wash.I want them to cover the repair costs for my vehicle.Below is their contact information. Office Hours: 9:00AM-5:30PM (MONDAY-FRIDAY)Direct Line: ************ Email: ***********************

    Business Response

    Date: 12/13/2024

    Thank you for reaching out with your feedback. Were committed to fast, fair claims service and paying whats owed based on the information provided. If you have additional questions or documentation related to your claim, please contact your adjuster directly.

    Customer Answer

    Date: 12/14/2024

    [A default letter is provided here which indicates your rejection of the business's response. 

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:

    [You must provide details of why you are not satisfied with this resolution. Please type details here:]

    Regards,

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

  • Initial Complaint

    Date:01/18/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    As a favor to a friend's college graduate son who was starting out last year with Frankenmuth Insurance in sales, we left Auto Owners Insurance after 20 years even though we were very satisfied with Auto Owners. We found out that 2 months ago, our friend's son was let go after several friends of this young man whose family is well regarded around town had switched over to Frankenmuth insurance. On December 26, 2022 I noticed a water spot on a couch in my living room and saw that the upstairs bathroom shower was leaking below to the first floor. We had several family members visiting using that bathroom over the holidays that must have exacerbated the issue. We were out of town the week after Christmas and then I called Frankenmuth on 1/6/23. ********** services came 1/9through 1/11 and then stopped with no explanation. No communication. No nothing from anyone. I called the mitigation company on 1/16 and the restoration service asked if my agent ******************* had called. He hadn't and still hasn't. ********** told me our claim was denied and our house is ripped apart with plastic everywhere. I emailed on 1/17 and called more people in Frankenmuth- no response. In 2014 the same leak had happened and it was a plumbing part issue. We had it fixed in 2014 seamlessly by Auto Owners insurance *** and have had no issue until now. I have called, emailed to find out why and the agent is still not answering. I have spoken to several people and have heard that agent ****** has a large area to manage and not enough help to reach everyone. That is not my problem and furthermore we were very upset when the person we entrusted our insurance to, *********************, was fired after he worked hard to bring over several customers. There is an integrity problem at Frankenmuth and I am a very dissatisfied customer.

    Business Response

    Date: 01/20/2023

    **** - Thank you for your input. We take policyholder feedback seriously and appreciate you taking the time to share yours. We have shared this information with our team and have reached out directly to address your concerns. 

  • Initial Complaint

    Date:07/29/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 a minor auto accident on May 29th where Frankenmuths client was 100% at fault. They contacted me and asked for photos of the damage, and for the cost of an estimate at the body shop of my choosing. I submitted the information on Jun 7th. On June 26th I called to asked for an update and was only able to leave voicemails. I did not get a response back until June 28th saying they needed more information from the estimate. I submitted this on June 29th. Again they go back to zero communication. I email them demanding a resolution on July 18th. No response. I get an automated email on July 22nd that the check is in the mail. I receive the check on July 28th and it does not even have the correct name on it so I cannot cash it to pay for repairs. It has been two months now for something that should have taken only a few weeks to resolve and the only thing I have to show for it is a truck that I cannot take through the car wash due to damage so it is now slowly rotting and a worthless check.

    Business Response

    Date: 08/01/2022

    ************ you for your feedback. Please email your contact information and claim number to ********************* and someone will reach out to you to discuss further.

    Customer Answer

    Date: 08/08/2022

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

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