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:04/09/2025

  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.

  This company has horrible customer service. I highly recommend you shop around. My experience with them has been terrible, here's *******'ll set up on payments, you'll find some of the agencies want you to pay every 2 months vs. traditional 1 month payments. If for ANY reason the payment doesn't go through, they'll kick you off of "easy payment plan" and expect you'll catch this and pay manually. If you don't catch it right away, you'll find yourself owing several billing cycles worth of payment all at once. Nobody likes having a nasty little $550 bill waiting in the winds.Personally, I decided to transfer to another agency because the 2 month billing cycle was causing me problems, so I emailed an alternate agency that I transferred my motorcycle to. They couldn't decide for themselves whether that would be a good thing to do, so it was deferred to their "Higher **** for decision. I heard nothing back from them for over a week, so I emailed them and complained. To which they replied they aren't "comfortable" taking a customer from a different agency. As if that's a decision that isn't up to the customer. They were rude, they offered no apology for the delay. I'll be dropping any and all insurance from this company as soon as humanly possible. The headache just is NOT worth it. By the way, I've given them a lot of business. I have a 2021 Ram 1500 Big Horn, A ***** Goldwing motorcycle, and my home owners insurance with them. If this is how American National operates, I'm out, and never looking back.

  Business Response

  Date: 04/10/2025

  We are in receipt of this complaint.  We take these matters very seriously and have begun the process of reviewing this issue.
  
  As you know, we are constrained in providing you a detailed response because of various laws and regulations regarding the release of customer information.  Therefore, we expect to send our response directly to the complainant within the next ten business days.  If you would like more information regarding the resolution of this matter, you should request it directly from the complainant once they have received it.
  
  Thank you for bringing this to our attention.

• Initial Complaint

  Date:04/07/2025

  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 cancelled my policy with the company on 03/11/2025. They pulled out current payment without my permission, leaving my checking account with over draft fees! I had contacted the bank to put a stop payment on their payment since they had absolutely NO permission to pull it after my policy was CANCELLED. They are claiming because of this clearical error, they claim that I owe $149.66 because of THEIR mistake!!!! I am not paying this! This is your own fault for being such a scammy company and sucking out every cent and ***** you can, even when I am not a customer any more! You guys are such a joke! I had been a customer with you for YEARS and this is how you treat me? I am not paying this mistake because of your billing company is a JOKE!

  Business Response

  Date: 04/08/2025

  We are in receipt of this complaint.  We take these matters very seriously and have begun the process of reviewing this issue.
  
  As you know, we are constrained in providing you a detailed response because of various laws and regulations regarding the release of customer information.  Therefore, we expect to send our response directly to the complainant within the next ten business days.  If you would like more information regarding the resolution of this matter, you should request it directly from the complainant once they have received it.
  
  Thank you for bringing this to our attention.

  Customer Answer

  Date: 04/09/2025

  Complaint: 23172658
  
  I have reviewed the business' response and am rejecting it because:
  
  It doesn't solve my issue. You guys are trying to charge me $149.66 after I canceled the policy and you guys overdraft my bank account because of this! Fix this billing issue immediately!
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:03/23/2025

  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.

  American National Property Casualty Company. Out of Missouri but the Agent is ****************. P: ************. ***********************. This company continues to charge me $21.46 per month for an insurance at an address that I haven't lived at for over 2 years. They are claiming that I never informed them that I moved. Yet they still bill me for a rental address that they can clearly see I don't live at anymore.When I called the company today, they told me the policy is tied to the renter, not the address. which is completely incorrect:Renters insurance policies are tied to the address of the rental property, not the individual renter, meaning you should update your policy with your new address when you move. Here's a more detailed explanation:Policy Coverage:Renters insurance covers your personal belongings and protects you from liability if someone gets injured on the property or if your belongings are damaged due to a covered event. Address Specific:When you move, you need to inform your insurance company of your new address so they can update your policy to reflect the new location. Transferring the Policy:You can transfer your renters insurance policy to a new address, but you can't transfer it to someone else. Not a Portable Policy:Renters insurance is not a portable policy that follows you from one place to another; it is tied to the specific address of the rental property. New Policy Needed:If you move, you will need to update your policy with your new address, and if someone new is replacing you in your rental, they will need to sign up for their own coverage. Landlord's Responsibility:Renters insurance does not cover the building itself, that is the landlord's responsibility. Liability Coverage:Renters insurance also includes personal liability coverage if you're legally responsible for someone else's injuries or damages.

  Business Response

  Date: 03/24/2025

  We are in receipt of this complaint.  We take these matters very seriously and have begun the process of reviewing this issue.
  
  As you know, we are constrained in providing you a detailed response because of various laws and regulations regarding the release of customer information.  Therefore, we expect to send our response directly to the complainant within the next ten business days.  If you would like more information regarding the resolution of this matter, you should request it directly from the complainant once they have received it.
  
  Thank you for bringing this to our attention.

• Initial Complaint

  Date:03/08/2025

  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 hit by an insured American national driver on 01/23/2025. Its been well over a month with absolutely no contact from the claims adjuster i was assigned too. I have called ******* ******* for 3 weeks now, multiple voicemails. With no return of contact. Im waiting on them pay for medical bills, and the time i was out of work due to how horrible the accident was. On his voicemail he states he tries to contact everyone back within 24 hours but like i mentioned above 3 weeks & absolutely no contact. I was able to get ahold pf someone on 03/07/25 - the lady told me **** tried calling yesterday it appears here in the notes so NOW hes also lying saying he contacted me.. when i have no missed calls or voicemails. I will be calling again on monday & if its NOT handled properly i will have no other choice other than to sue to get all my medical bills paid for. Been without a car since 01/23/25 & no contact at all from the ladies insurance that hit me. American national you people should be ashamed!!!!!!

  Business Response

  Date: 03/10/2025

  We are in receipt of this complaint.  We take these matters very seriously and have begun the process of reviewing this matter.
  
  As you know, we are constrained in providing the BBB a detailed response because of various laws and regulations regarding the release of customer information.  Therefore, we expect to provide our response directly to the complainant within the next ten business days.  If you would like more information regarding the resolution of this matter, you should request it directly from the complainant in ten business days.
  
  Thank you for bringing this to our attention.

• Initial Complaint

  Date:12/12/2024

  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.

  Claim was filed on October 23. Company did not send their own adjuster to my home until over three weeks from the date of the claim resulting in over a month long delay in initiation of repairs being made. There has been very poor communication. Multiple emails and voicemails have had to be left in order to elicit any kind of reply. Just overall poor business.

  Business Response

  Date: 12/20/2024

  It appears this issue has already been resolved, and payment is being issued.  We apologize for any inconvenience or delays, and appreciate your business and the opportunity to regain your trust.

• Initial Complaint

  Date:10/30/2024

  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.

  6/30/22- Our daughter called the 800# on the back of the insurance card to have the 2019 ***** Civic dropped from the insurance because that car was turned in (leased car). From 7/1/22-6/30/24 we were charged monthly for that vehicle in which we did not have. On 7/1/24 we went to drop another vehicle 2008 ***** CRV and that is when we were told the Civic was still on the plan. At that time, we also found out that our agent was no longer ****** ****** and is now **** ****. I reached out to **** via email who confirmed we had been paying for 2 years on a car that we did not have any longer. Communication with **** has been incredibly frustrating and lacking to say the least. I have sent him in email on 7/18/24 and have still not heard back. I would like a refund on the money that was overpaid to your company on a vehicle we called and had removed.

  Business Response

  Date: 11/01/2024

  We are in receipt of this complaint.  We take these matters very seriously and have begun the process of reviewing this complaint.
  
  As you may know, we are constrained in providing a detailed response on this public forum due to various laws and regulations regarding the release of customer information.  Therefore, we expect to provide our response directly to the complainant within the next ten business days.  If the BBB would like more information regarding the resolution of this matter, it should request it directly from the complainant.
  
  Thank you for bringing this to our attention.
  

  Customer Answer

  Date: 11/02/2024

  Complaint: 22495263
  
  I have reviewed the business' response and am rejecting it because: If I accept it closing the case and the business may never respond.
  
  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:06/03/2024

  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.

  We have storms here frequently in ********** and it's very disheartening you have to go through a storm and hassle the insurance company. First of all what company is asking for receipts for groceries that you have already paid for? Then you send the receipts *********************** who is the rep I have been working with call him to confirm he received the receipts claim will be processed. And then they go ghost you never hear from them again. It is the same with supervisors within the company. I wonder how long it takes to process a claim.

  Business Response

  Date: 06/04/2024

  We are in receipt of your letter dated June 3, 2024, enclosing the complaint of Ms. ****** We take these matters very seriously and have begun the process of reviewing this complaint.

  As you know, we are constrained in providing you a detailed response because of various laws and regulations regarding the release of customer information. Therefore, we expect to provide our response directly to the complainant in the next ten business days. If you would like more information regarding the resolution of this matter, you should request it directly from Ms. ***** once she receives our response.

  Thank you for bringing this to our attention.

  Customer Answer

  Date: 06/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I don't find it satisfactory but this is the most response I have received from them. It is extremely difficult to speak with anyone so hopefully I am able to get my claim paid.
  I will accept this for now but if I have anymore issues I will be reaching out.

   

  Sincerely,
  
  Shamarial Brass

• Initial Complaint

  Date:12/22/2023

  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.

  The date of this occured when I noticed a roll in my bathroon around Jul or Aug 2022 then I called around to find out what can be done to this. I eventually called this insurance for water leak issue that caused mold to my interior home which I also ended up with Toxin in me from it. They came out and the attachment shows what they paid me to partially pay for the damage, wasn't much as it stated it was out of my pocket paying this from monthly payout. Then as I tried to work with them see if they can still come out due to molds as I found out they don't cover that; then one day last month, I get a call from ***** in Las Vegas stating they're holding my contract till Feb 2024 and have to find someone else as it is not easy to find someone as affordable as they are and I only filed claim with them ONE time since been with them either 2017 or 2019 as they changed their name over to this from initial name back in 2014. I tried a few times to talk them into as to why they're not assisting for further on same issue that led this to go into legal action when water leak back in Jul - Spet 2022 started and caused mold to my home; even when I only filed ONE time claim on this. I thought you'd have to file more than once to decide as to whether you don't want to hold clients any longer. This is not fair unless they're doing away with this merchant altogether then.I feel they shaft customers even for one time claim filed with them or maybe they're going out of business is why they're calling other customers to let us go.

  Business Response

  Date: 12/26/2023

  Please see attached for American National's acknowledgment of this complaint.

  AMERICAN NATIONAL PROPERTY AND CASUALTY COMPANY

  Service Center 

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

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

  ********* ** ***** 

  December 26, 2023

  Via BBB Portal

  Better Business Bureau

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

  Re: Your File Number ******** 

  Dear Better Business Bureau: 

  We are in receipt of your letter dated December 23, 2023, enclosing the complaint of ****** ******.  We take these matters very seriously and have begun the process of reviewing this complaint.  As you know, we are constrained in providing you a detailed response because of various laws and regulations regarding the release of customer information.  Therefore, we expect to provide our response directly to the complainant in the next ten business days.  If you would like more information regarding the resolution of this matter, you should request it directly from Ms. ******.  Thank you for bringing this to our attention.  Sincerely, 

  **** *********** 

  **** Ackerknecht

  Associate Compliance Analyst 

  Customer Answer

  Date: 12/26/2023

  Complaint: ********
  
  I am rejecting this response because I have to wait till I get something in writing by merchant stating why I will be dropped off (not possibly be resinstated) as being their long time client then taken me out due to ONE claim I had to submit that was called on due to mold and toxin in my home and body.
  
  
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:12/10/2023

  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.

  My niece while I was in the hospital was staying here and she wasn't supposed to be here to begin with however I let her stay here and her and her hoodlum boyfriend stole everything from me when I was gone. And that that was after they evacuated the facility. They came back with the door unlocked to get everything from me when I was still in the hospital getting ready to come home. I came home and realized that everything was missing. Now I immediately filed a police report and I got a case number for her arrest she is arrested now but I'm not able to get my stuff back. I was told by the detective there's only two ways I can do that but then when I asked him about a third way he said yes that is possible. And it's going to be the easiest way. That third way was going through American national renters insurance. I filed with them a long time ago like weeks and weeks ago. And every time I try to get a hold of someone nobody wants to answer me nobody wants to take care of my situation. I got a hold of Heather from American national and I finally after weeks of attempts to get a hold of her when she only made one or two attempts to get a hold of me and I wasn't available because I was dealing with the detective at the time she called she said she'd call back and she never did. Poor workmanship. Then I called her boss Christy and she never even called me or talked to me and I've filed many complaints with her. This place only wants money from the people that need something when something happens. All they're doing is taking people's money and they're not providing any services. And I'm really really angry about them screwing me over. I haven't heard from them after they took my complaint after they heard everything and I told them what was stolen. And I keep trying to get a hold of them and nobody wants to answer. I leave messages on their voicemail I leave emails nobody wants to respond. This is the worst company ever. I would not suggest ever getting them for anyone. Problem is is that I have to have renters insurance. So I think I'm going to go with my insurance company and I don't think I'll get such a hassle.

  Business Response

  Date: 12/15/2023

  We are in receipt of your letter dated December 10, 2023, enclosing the complaint of James Decesare. We take these matters very seriously and have begun the process of reviewing this complaint.

  As you know, we are constrained in providing you a detailed response because of various laws and regulations regarding the release of customer information. Therefore, we expect to provide our response directly to the complainant in the next ten business days. If you would like more information regarding the resolution of this matter, you should request it directly from Mr. Decesare.

  Thank you for bringing this to our attention.

  Sincerely,

  Brittany Hopp

  Associate Compliance Analyst

• Initial Complaint

  Date:12/06/2023

  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.

  September 28, 2023 Coverage for property theft unresolved claim going on 4 months

  Business Response

  Date: 12/15/2023

  Please see attached for Company acknowledgment for this complaint.

  December 15, 2023  Via BBB Portal  Better Business Bureau 211 N. Broadway, Suite 2060 St. Louis, MO 63102  Re: Your File Number ********  Dear Better Business Bureau:  We are in receipt of your letter dated December 6, 2023, enclosing the complaint of ****** ********.  We take these matters very seriously and have begun the process of reviewing this complaint.  As you know, we are constrained in providing you a detailed response because of various laws and regulations regarding the release of customer information.  Therefore, we expect to provide our response directly to the complainant in the next ten business days.  If you would like more information regarding the resolution of this matter, you should request it directly from Ms. ********.  Thank you for bringing this to our attention.  Sincerely,  ******** ****  ******** **** Associate Compliance Analyst