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Complaint Details
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Initial Complaint
07/09/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
This insurance company has reported that it takes them 5-7 days to make a simple change on their policies. If you own vehicles - and you run a business with those vehicles they will cost you money by being pretty close to nonresponsive. Their representatives are confrontational. They are not helpful. They do not understand the financial urgencies with losing money by having it take 5-7 days to get a car properly insured and I believe after our experience with them that they will do it on purpose if you get agitated with the 5-7 day timeline. This company is REALLY BAD for small business. They absolutely do not care about your business. They will also audit after they give you your monthly quote and then they will take a lot more money. BUYER BEWARE. This business has costed us at least $1000.00 in lost bookings due to their lack of reasonable timelines to make changes. They just don't care about small business and it is glaringly obvious.
Business response
07/18/2024
We are in receipt of the consumer’s complaint. Thank you for bringing this inquiry to our attention. Due to the confidential relationship between Berkshire Hathaway Direct Insurance Company and its policyholders, we cannot disclose specific details in a public response. Although we cannot disclose specific details in a public response, a member of our Customer Service team communicated with the consumer directly by email on July 10, 2024. We are continuing to work with the consumer directly to resolve this matter.Customer response
07/20/2024
Complaint: ********
I am rejecting this response because: it is unreasonable to take a full seven days to add back a vehicle that has previously been on the policy 72 hours prior and the tone and spirit in which the time was extended was not in my business’ best interest nor theirs. This approach to changes is not in the best interest of any small business and Three is making small business their business. Some of the representatives presented with a dismissive tone and really didn’t care that it was costing a small business that pays them more than $7k per month on average a significant amount of money while that vehicle couldn’t be used - thereby jacking up Threes policy cost for that month another $1000.00. They are expensive and to be so dismissive is atrocious. I believe ultimately with this business practice Three will not survive. Serious examination of response times, approaches and tone with the customers needs to occur.
Sincerely,
****** *****Business response
07/31/2024
We are in receipt of the consumer’s rebuttal to our response. Although we cannot disclose specific details in a public response, we addressed the consumer’s concerns in our initial response to the complaint. Accordingly, we consider the matter closed regarding our decision.Initial Complaint
06/06/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was already skeptical about sharing my social when he asked. Then the representative completely signed me up under the wrong name! When I called back, the next representative was too haste to disconnect the line when I calmly explained the situation so now there is already a lack of trust established! My name is ******** ****** and my file says ****** *******Business response
06/14/2024
We are in receipt of the consumer’s complaint. Thank you for bringing this inquiry to our attention. Due to the confidential relationship between Berkshire Hathaway Direct Insurance Company and its policyholders, we cannot disclose specific details in a public response. Although we cannot disclose specific details in a public response, a member of our Customer Service team communicated with the consumer directly via phone on June 6, 2024, and via email on June 7, 2024. Please be advised we have reached a satisfactory resolution of this matter with the consumer.Initial Complaint
04/01/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I canceled the insurance April 2023. After year come out with the bill $425.17 No explanation no bill they tried take money from my account.Business response
04/11/2024
We are in receipt of the consumer’s complaint. Thank you for bringing this inquiry to our attention. Due to the confidential relationship between Berkshire Hathaway Direct Insurance Company and its policyholders, we cannot disclose specific details in a public response. Although we cannot disclose specific details in a public response, a member of Customer Service team communicated with the consumer directly by email on April 03, 2024. We are continuing to work with the consumer directly to resolve this matter.Initial Complaint
02/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I had insurance with another company, I saw the ad on Facebook, they said it was cheaper, a really good price, but on the same day when they sent the certificate, I've never seen anything like this in my life, a certificate that you can't see the name of the certificate holder, how much policy covers, policy number with 2 lines, horrible, looks fake, so on the same day I canceled and now they don't want to refund my money, scam, this company is a scamBusiness response
02/21/2024
We are in receipt of the consumer’s complaint. Thank you for bringing this inquiry to our attention. Due to the confidential relationship between ********* ******** ****** ********* ******* and its policyholders, we cannot disclose specific details in a public response. Although we cannot disclose specific details in a public response, a member of our Customer Service team communicated with the consumer directly by phone and email on 02/16/24. Please be advised we have reached a satisfactory resolution of this matter with the consumer.Business response
02/21/2024
We are in receipt of the consumer’s complaint. Thank you for bringing this inquiry to our attention. Due to the confidential relationship between ********* ******** ****** ********* ******* and its policyholders, we cannot disclose specific details in a public response. Although we cannot disclose specific details in a public response, a member of our Customer Service team communicated with the consumer directly by phone and email on 02/16/24. Please be advised we have reached a satisfactory resolution of this matter with the consumer.Initial Complaint
12/13/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My experience was not a good one. Signing up in the beginning was a breeze. However when we did file a claim, they were unresponsive to our phone calls and emails, our case worker went silent for a month. We had to request his manager’s email in order to get the claim resolved. Not something a small business has got enough time to handle. A few months later we were sent an audit while we were in the middle of a combination of a health emergency and a staffing crisis, that also made us not be able to file tax on time this year. They requested tax documents as proof of payroll. I asked a case worker if W2s would be sufficient and he said it would be and that we would get a response back within 24-48hrs. I had to call back in a week to find the status, only to be told that the W2s won’t work, they need the federal filed forms, and that they canceled our insurance. Long story short, these people do not go out of their way to make a small business owner life easy. You will find your chasing them down, spending hours on the phone each time, and when you are in a stressful situation, they will not be flexible for you, and will not hesitate to bail on you.Business response
12/22/2023
We are in receipt of the consumer’s complaint. Thank you for bringing this inquiry to our attention. Due to the confidential relationship between Berkshire Hathaway Direct Insurance Company and its policyholders, we cannot disclose specific details in a public response. Although we cannot disclose specific details in a public response, a member of our Customer Service team is currently attempting to communicate with the consumer. We are continuing to work with the consumer directly to resolve this matter.Customer response
12/22/2023
Complaint: ********
I am rejecting this response because: Three Insurance has not contacted us, They are lying. They have always been exceptionally bad at communicating with us. They left us in a hard spot when we were already going through tough times. I wish that we had never trusted Three Insurance with our business insurance.
Sincerely,
***** ******Business response
01/04/2024
We are in receipt of the consumer’s rebuttal to the 12/22/23 response. Although we cannot disclose specific details in a public response, a member of our Customer Service team has attempted to communicate with the consumer by phone on 12/12/23, 12/27/23, 12/28/23, and 1/2/24 and by email on 12/29/23 and 1/2/24. Please be advised we have not received a response from the consumer. However, we will work with the consumer directly to resolve this matter when the consumer responds.Initial Complaint
07/12/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
My business created a policy with Three Insurance in 2020. As time went on, we have added vehicles, added and removed employees, Changed physical locations, etc. They have zero online portal to make any type of policy changes or requests other than for COIs. Calling and adding things to a policy creates an immediate change and immediate billing adjustment. Try to remove or switch something, and it just doesn't happen. They STILL do not have our physical location correct. They still have employees that have been long gone. We had added a small transport van to our policy and the annual premium increased more than the actual value of the van. It took us 6 months to get them to actually remove it. It take several requests to get a COI and often times the dates are wrong. When there was an issue with a payment (it was more than the single transaction limit on our debit card), they sent out cancellation notices to all of our vendors and the state licensing department. They have been nothing but a nightmare to deal with. Recently we received a automated email reminding us of our upcoming auto draft payment. They had adjusted our policy premium up by 40% with no explanation. It took several calls and no call backs when promised. Their only explanation was that it was an "IT issue". I would like a detailed itemized list of every premium amount and what/who it pertains to and I want it adjusted from the date we first requested said Employee or Vehicle removed. This is an insurance company that preys on small businesses that don't have resources to constantly follow up.Business response
07/21/2023
We are in receipt of the consumer’s complaint. Thank you for bringing this inquiry to our attention. Due to the confidential relationship between Berkshire Hathaway Direct Insurance Company and its policyholders, we cannot disclose specific details in a public response. Although we cannot disclose specific details in a public response, a member of our Customer Service team communicated with the consumer directly via phone on July 18, 2023. We are continuing to work with the consumer directly to resolve this matter.Customer response
07/24/2023
********** ********
I am rejecting this response because:The contact they are referencing to have made in this response is in regards to a claim and has nothing to do with my complaint They are not working to resolve my issue
Sincerely,
******* *******Customer response
08/19/2023
Complaint: ********
I am rejecting this response because:Three has emailed us requesting information. we provide the information and they respond to ask for it again. The same information which is in the email they respond to. It seems by lodging this complaint they are now trying to delay our accident claim and business interruption claim. each time we ask what is causing the delay, they give us a new reason. First was waiting on the adjuster to appraise, then they needed financial information, then they needed to speak with the driver in the accident (this was 5 weeks after the incident that they still hadn’t contacted the driver), now they have to order the police report. Three seems to have either no understanding of customer service or they’re just pushing us off to avoid paying out the claim. One would think that speaking with the driver and obtaining a police report would happen within days not weeks I would not consider this “working with” It feels more like working against
Sincerely,
******* *******Business response
08/31/2023
We are in receipt of the consumer’s complaint. Thank you for bringing this inquiry to our attention. Due to the confidential relationship between Berkshire Hathaway Direct Insurance Company and its policyholders, we cannot disclose specific details in a public response. Although we cannot disclose specific details in a public response, a member of our Claims team communicated with the consumer directly via phone on August 30, 2023. We are continuing to work with the consumer directly to resolve this matter.Initial Complaint
06/08/2023
- Complaint Type:
- Order Issues
- Status:
- Resolved
Started policy believing the policy was structured properly and was given a reasonable quote for my Unattened Laundromat. I called in recently to see how much my premium would change if I changed my operating hours from 6am-10am to 24 hours. I called 4 times across a 1.5 month time frame to get any type of answer on what it would cost to change operating hours to 24hrs. Finally on my last attempt I talked to an agent and was told at the time it would cost almost 3x as much so I decided not to move forward. Few weeks later I received an email with my next upcoming bill and it showed the quoted premium change as if I had changed my policy. I called in questioning why was my premium changed and a supervisor stated that they had a recording of me stating that I approved the change of premium and that it is now my new cost to operate. I assumed the change was due to the 24hr operating change but the supervisor stated that it’s because they are to re classify my business because it was not previously classified correctly. I would like my previously premium as it was originally stated.Business response
06/16/2023
We are in receipt of the consumer’s complaint. Thank you for bringing this inquiry to our attention. Due to the confidential relationship between Berkshire Hathaway Direct Insurance Company and its policyholders, we cannot disclose specific details in a public response. Although we cannot disclose specific details in a public response, a member of our customer service team emailed the consumer directly on June 9,2023. We are continuing to work with the consumer directly to resolve this matter.Customer response
06/16/2023
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,
Rashad *******Initial Complaint
05/31/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 5/30/2023 this company charged unauthorized charges of ****** to my credit card for a policy that wasn't even in my name that was closed and canceled over a year ago I contacted the company and they couldn't give information because it's not my policy, due to this company making an unauthorized transaction on my credit card I had to cancel my credit card and will have to pay this amount. I want my.money refunded and compensated for my.credit card canceled. Is this even legal?Business response
06/08/2023
We are in receipt of the consumer’s complaint. Thank you for bringing this inquiry to our attention. Due to the confidential relationship between Berkshire Hathaway Direct Insurance Company and its policyholders, we cannot disclose specific details in a public response. Although we cannot disclose specific details in a public response, a member of our, Customer Service, team communicated with the consumer directly, by email, on June 7, 2023. We are continuing to work with the consumer directly to resolve this matter.Initial Complaint
04/03/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
On January 27th, 2023 , I requested that Three Insurance issue Breeze Through a refund for the remaining policy, I had to purchase new coverage because Three Insurance does not provide Hazmat coverage per an email that I received from Three Insurance. I was told that I would receive a refund once they (Three Insurance) had conducted their audit. I called back to follow up on the refund and was told by customer service to dispute the charge with my bank. I called back several times and still getting the run around. On March 31, 2023, I was told that I was not going to receive a refund, because they don't owe me anything. I stated that yes you do, I paid my insurance in January 2023. Three also told me that I would at the end of the year receive worker's comp premier that was charged to me in 2021 and 2022. I ask to speak with someone to explain the breakdown of charges and was denied. You can only speak with customer service and that they would relay the message.Business response
04/12/2023
We are in receipt of the consumer’s complaint. Thank you for bringing this inquiry to our attention. Due to the confidential relationship between Berkshire Hathaway Direct Insurance Company and its policyholders, we cannot disclose specific details in a public response. Although we cannot disclose specific details in a public response, a member of our Customer Service team communicated with the consumer directly via telephone as a result of this complaint. We are continuing to work with the consumer directly to resolve this matter.Customer response
04/12/2023
Complaint: ********
I am rejecting this response because:I have not received a call, in response to my complaint, I see all types of reviews disclosing information. The have been very deceptive.
Sincerely,
Chekelah ******Business response
04/21/2023
We are in receipt of the consumer’s follow-up communication. Thank you for bringing this inquiry to our attention. Due to the confidential relationship between Berkshire Hathaway Direct Insurance Company and its policyholders, we cannot disclose specific details in a public response. Although we cannot disclose specific details in a public response, a member of our Underwriting team communicated with the consumer directly via email on April 19, 2023. We are continuing to work with the consumer directly to resolve this matter.Initial Complaint
02/16/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My name is jarrell ********* case number ************ . I filed a claim for my business november 10th 2022, and still current day 2/16/2022 i have yet to get any real communication or resolution for my case. They dont hold there adjusters to a standard. Nothing but the same run around over and over. They are blatantly making my company lose money, but yet they find a way to take my monthly payment on time. I have already filed a *** complaint. I have been paying all my company expenses, when business interruption insurance, WHICH IS WHAT I PAY FOR is suppose to cover the expenses. My business is done, and im still waiting for the insurance company to send funds. All my paperwork has been turned in since early January, so i dont want to hear any excuses... they simply do not do there job. Why would you want a customer calling everyday, instead of simply doing what the insurance says its going to do, and the service im paying for? Getting in touch with a supervisor is impossible, how are supervisors never available ? They do not care about businesses or you well-being, they simply want there payments on time. If i dont hear anything back, and i lose my business.. we will seek legal action. I have been more than fair and patient, now i feel like im being taking advantage of. Thats coming to a stop.Business response
02/20/2023
We are in receipt of the complaint. Thank you for bringing this inquiry to our attention. Due to the confidential relationship between Berkshire Hathaway Direct Insurance Company and its policyholders, we cannot disclose specific details in a public response. Although we cannot disclose specific details in a public response, please be advised a complaint was also filed with ***** Department of Insurance. Accordingly, we will address the consumer's concerns in our response to the complaint filed with the government entity. The consumer should address additional questions or concerns to the ***** Department of Insurance.Customer response
02/21/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not be closing complaint until I speak to someone and my issue is resolved and paid out.Business response
02/23/2023
We are in receipt of the complaint. Thank you for bringing this inquiry to our attention. Due to the confidential relationship between Berkshire Hathaway Direct Insurance Company and its policyholders, we cannot disclose specific details in a public response. Although we cannot disclose specific details in a public response, please be advised a complaint was also filed with ***** Department of Insurance. Accordingly, we will address the consumer's concerns in our response to the complaint filed with the government entity. The consumer should address additional questions or concerns to the ***** Department of Insurance.
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Customer Complaints Summary
26 total complaints in the last 3 years.
13 complaints closed in the last 12 months.