Complaints

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:10/21/2024

  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 filed an insurance claim over a month th ago. ***** never bothered to answer me until I called her boss. Her boss did not return my call but I got an email saying my check was mailed on the 8th. Weeks after I filed to start with. Then tells me it will be 15 days before I receive it. Now that the 15 days are about up they claim they had the wrong address. However, my address is correct on the paperwork I gave them as well as the paperwork for the storage unit. I asked to direct deposit it or over night my check as it was my business equipment and supplies ruined. The little 500 doesn't even cover a quarter of my stuff that was ruined! Now, I have lost orders and have orders waiting for me to replace my equipment. Now they are saying it is going to be mailed out again tomorrow and to give it 15 days! At that point it will be a month plus just waiting for the check to arrive not counting the weeks of her not answering. They refuse to over night it or even attempt to fix the issues with their adjuster or the fact they are not sending checks and then making up a story as I believe that's exactly what happened as this woman does not do her job and neither does her boss!

  Business Response

  Date: 11/12/2024

  We reissued the refund check on 10/22/2024 and mailed to the new address provided. 

• Initial Complaint

  Date:09/21/2024

  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.

  On June 8, 2024, I booked a driver under ************************** who was supposed to pick up my 2023 ************* EQS and 2022 ************* SL-63 and deliver them from *********, ** to ***********, **. Instead, a driver ***** *** with a company Chuchi Transportation fraudulently picked it up (refused to provide bill of lading on both sides). Both cars were damaged in transit and when I filed a claim against Imperio, I was told by their insurance company that they are receiving multiple claims like this but there is another company in fact delivering them - ongoing insurance fraud / general business operations. I was able to discover real company name via Zelle payment details and filed a claim, which landed on *** (filing this complaint against). They acknowledge insurance of this driver and the company and asked me to provide all the details and sent 3rd party company to estimate damages. I have a written proof from that 3rd party company that damages came to be at least $5700. *** responded that they are having a hard time reaching their client and thus will reject my claim because it is below $5000 and I should pursue my damages directly with their client. This is inappropriate and I would like to file this compliant.

  Business Response

  Date: 09/25/2024

  This is an insurance related matter and we will respond directly to the insured

  Customer Answer

  Date: 09/26/2024

  Complaint: 22318772
  
  I have reviewed the business' response and am rejecting it because: they haven't responded to my complaint by writing: "This is an insurance related matter and we will respond directly to the insured". This is not an insurance related matter because you knowingly continue insuring clients who are hurting people with their fraudulent operating business. *** is aware that Imperio is a shell company that uses other trucks (their client) to deliver their cars and do not do anything about this. I expected them to penalize their client, make payment for their bad bevavior and then cut ties with them. This complaint is to stop them from helping fraud to flourish. As far as insurance related claim itself, I have ongoing investigation with **********************************. With BBB, I want to report their business operating norms and every client who suffered from their wrongdoing should know about it. 

  See attached thread from the actual insurance company of the Imperio who is the shell company but *** is the actual truck delivering cars. Their business model is based on shielding the bad actors. That should stop. 

  
  
  
  Sincerely,
  
  ****** Amirzhanov

• Initial Complaint

  Date:08/06/2024

  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 have been paying $9 a month for insurance coverage on my storage unit to cover up to $2,000.00 in stolen or damaged items in my storage unit. The policy was offered through the storage company. I called the storage company and police department to report the break in of my storage unit. A police report was made and a claim was filed with IPG Claims. I have not heard from IPG claims after several emails have been sent, text messages, and calls to the agent and company number. IPG Claims has not contacted me one time since I submitted my claim.

  Business Response

  Date: 08/26/2024

  This is related to an insurance matter and we will handle it directly with the complainant.

  Thank you

• Initial Complaint

  Date:05/28/2024

  Type:Product 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.

  Storage Unit was robbed by tenants from RV park, was told they would cover the lost, waiting for check for over 2 weeks, haven't heard any response from the company and can not get ahold of anyone.

  Business Response

  Date: 05/29/2024

  This is an insurance related matter and we will respond to the insured directly. 

• Initial Complaint

  Date:03/20/2024

  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.

  I had insurance on 2 storage units in ******** Ms. I rented the units from 03/23 to 12//23 paying $200 a month. Well once I came to retrieve my items everything was damaged mice had infested both of my units and everything was destroyed. Luckily I had insurance so I filed a claim one for each unit. I initially filed over the phone them ****** sent an email confirming she would be the adjuster for my claim who then at that point advised there was only one claim filed and to go online to file for the other unit which by that time was a month later because it took that long before they attempted to contact me. I uploaded my detail sheets and no one contacted me so I called and left ****** a vm and she never contacted me. I emailed and she never responded so I sent a complaint and then the following day ****** emails me an update on my claims. She advised they were reviewing my claim and would inform me soon of the status. I never received an updated status. So I sent another email to ****** no response, then sent another email to the complaint department and behold ****** sends me a email advising they were writing me a check. Another reason I was frantically reaching out is because I got about 6 different claim numbers and notices they were canceling my claim because I never submitted the documents which was not true. So finally after 3 months of going back and forth 1 check was mailed for the vermin claim for the first unit but there broke it up into water and vermin claim so I was waiting on another payout for the first unit so that meant 3 checks were still in the process of being reviewed. Well 4 month later they tell me a second check is on the way. Wait 15 days and if I dont receive the check to notify them. I wait the 15 days no check. So I reach out to ****** and a manager and they said to wait another 15 days because the check is on its way. So a whole month before the post office delivers a check that been on route since the end of last month? This company is a scam! This has been the most frustrating experience Ive ever had.

  Business Response

  Date: 04/16/2024

  This is an insurance related matter and will respond directly to the insured. 

• Initial Complaint

  Date:03/14/2024

  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.

  My storage unit was broken into by them cutting off my lock on my storage unit. When I went to IPG to file a claim the claim adjuster told me there was nothing they can do about it because there was no proof that there was forced in entry.... Which was never told to me when I purchased the policy nor is it anywhere in there policy pamplet that was given to me by the storage facilitator.

  Business Response

  Date: 03/14/2024

  This is an insurance related matter and we will contact the insured directly. 

• Initial Complaint

  Date:08/01/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  April this year, one of our racecars outside of the shop got mistakenly taken and crushed by a scrapyard. They filed an insurance claim on their business insurance (claim #: **********). We are now at the beginning of august with no end in sight. I've been calling regularly but no one picks up the phone. On rare instances I get a call back and then I keep hearing "another 2 weeks, then another week, etc...." and I am absolutely sick of it and its beyond ridiculous.

  Business Response

  Date: 08/02/2023

  This is an insurance related matter and we will contact the insured directly to discuss. 

  Customer Answer

  Date: 08/08/2023

  Complaint: ********
  
  I am rejecting this response because:

  While this complaint did help in terms of getting into contact with someone, that was only once. I got called on Wednesday saying the adjuster needed some paperwork and that if I could send it to them that it would be finished on Monday. Now I have some questions for the adjuster and can't get into contact with the person. We're Tuesday and they haven't even been able to respond to an email or call, never mind been able to finish the claim. I'm starting to doubt that they are handling this claim in good faith and so is the lawyer I spoke to. The only other thing I can think of doing is to file a complaint at the Alabama department of Insurance. 
  
  Sincerely,
  
  ***** ***** *******

• Initial Complaint

  Date:07/21/2023

  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.

  We rented a storage unit with *********. A pipe broke in our unit while we were away on vacation. IPG provided the insurance for the storage unit. This flood caused damage to our refrigerator, microwave and multiple items including irreplaceable, sentimental family pictures that were covered in mold. We filed a claim with the company on August 13, 2021. Claim number ************ The agent Alina Noll, made it seem like this was a straightforward process. However, she asked me to send over the exact same items repeatedly. In my correspondence I even stated “this is the third time you’ve asked me for the material” yet I sent everything as requested. We were told all items were finally received… this took almost a month. We waited a few months as we were told the process may take some time. We continued to pay our monthly fee for the storage unit, despite the fact that we had to get rid of more than half of our items. We called again in November. However, when we called, no one was able to give us any update regarding the claim. We went to the storage unit in December and were told to leave a message and it would be passed along to someone who could help us. In that interim, I changed jobs and my partner got pregnant shifting our focus and we forgot about it. September 4, 2022, we called and asked to speak to a supervisor since my emails or phone calls to the agent were not being returned at that point. I spoke to ********* ***********, a supervisor who said we would be receiving a phone call within 48 hours. Again gave all our information and details for the claim. We didn’t receive a call so I called again on September 8, and was once again told we’d receive a call back. It is now almost two years later and no one has helped us. At this point we closed out the storage unit and still no response from this company. Spent >$2000 for the unit and will be spending even more to replace appliances and items lost. Claim number ************

  Business Response

  Date: 07/24/2023

  This is an insurance related matter and we will respond to the insured directly. 

• Initial Complaint

  Date:01/27/2023

  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.

  Filed a claim Oct of 2022. I contacted them a few weeks later and discovered they actually forgot to process my claim. They never put it in. It is now almost 4months later and they still say my claim is being processed. My adjuster never answers my calls. Never responds to any of my emails. Her supervisor is extremely rude and no help at all. Everytime she does respond they need something new or have no additional information. This is the most unprofessional, unorganized and incompetent insurance agency I have ever had to deal with. If you value your company at all please refrain from doing business with this company as they do NOT value their customers at all. My company has suffered tremendously because of this and it looks like I will have to seek legal counsel to get this claim paid.

  Business Response

  Date: 02/17/2023

  IPG received the attached BBB dispute notice filed by ************************* regarding an insurance claim involving one of her semi-trailers.

   

  As this is an insurance claim, there is privileged information that cannot be released. For purposes of the complaint, all claims have since been paid and this file is in the process of being finalized for closure.

   

  If any further information is required, please let me know.

  ScottCody

  ,

  Customer Answer

  Date: 02/17/2023

  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,
  
  *************************

• Initial Complaint

  Date:09/23/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Starting March 31, **************************************************** *****, **. I was required to have insurance by the storage facility. I elected to have an IPG insurance policy with a coverage limit of $2000 at a monthly cost of $9 per month. On May 8th, *********************************************** my storage unit. The water that caused the water damage came from a leaking roof of the storage unit. This was confirmed by the storage facility maintenance manager. I initiated my insurance claim on May 12th, 2022 with *************************. I quickly provided all documents and pictures required for the claim to *************************. I was then assigned a different IPG claims agent *****************************. I had to resend all documentation to ***** but eventually she accepted my claim on July 14th, 2022 and was told over the phone that I was to be issued the full insured amount of $2000 to be received within 30 days. As of this day September 23, 2022 I still have not received payment. I have repeatedly tried calling my claim agent ***** and left messages. Contacted ************************* to ask to speak to a supervisor to no avail. On September 12th, 2022 I contacted the main IPG office and talked to an agent who said my claim (#*****-163194) was no longer on file due to the duration it was open and had to be reopened. ******* claim representative stated their was no reason why my claim had not been moved forward and authorized payment. She then said she would contact her supervisor to let me know what is going on with my claim. As stated before this is September 23, 2022, another ******************************************* summary, I have provided all documentation and information required for my claim. I have been told my claim is approved. However, I still have not been issued payment. After repeatedly trying to contact IPG my claim is still not resolved. I only wish that IPG honor the payment for the insured amount of $2000 that I was told I was to receive.