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:04/15/2025

  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 had Three Insurance for my new restaurant/bar for approx 2 years based on the short policy length and “no fine print” in their 3-page policy. I received a customer complaint regarding a very straight forward service dog issue with an employee and filed this claim with Three Insurance. After reviewing the policy seemed a very cut and dry item that would be covered. I was first told if they deemed a covered claim, they would provide representation and sit tight while they evaluate. I postponed mediation with customer several times waiting for answer on coverage and was given the run around. Eventually I was out of postponements and had to attend mediation with the attorney general. Then was told unofficially when I l updated Three, it would not be covered because it was settled in mediation and no lawyers were needed. I settled a claim for $7500 (originally customer was asking for $25000). Never heard back definitively from Three and have been paying out of pocket for a very basic and straightforward claim. Cancelled this insurance the first opportunity I could.

  

  Business Response

  Date: 04/24/2025

  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 by phone on April 16, 2025, and April 17, 2025, and email on April 16, 2025. Please be advised we have reached a satisfactory resolution of this matter with the consumer.  

  Customer Answer

  Date: 04/29/2025

  I received an offer for half of my settlement amount.  Company admitted failure to respond of provide legal representation as covered by the policy.  I was offered a payment of half of my claim ($3750) amount saying had the performed accordingly and provided representation the outcome may have been different.  So I would say the outcome was half satisfactory.  

• Initial Complaint

  Date:03/18/2025

  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.

  We were fraudulently charged $2749 with no explanation of the charges. I called to figure out what this charge was for and was told he didn't know, he'd have to get some help. 20 minutes later...He came back on the phone and gave me some random numbers that didn't make sense and told me it was a one time charge for something and then a charge for something else. I asked for a breakdown to be emailed to me because I had no idea what he was talking about. He then put me back on hold. 20 minutes later...he came back and told me he'd have someone email me. I asked to speak to a manager because his explanation made no sense and I felt like I was getting the run around. He said unfortunately there was no one else to talk to. I asked for his name and he hung up. I never received any information regarding a withdrawal from my account.

  

  Business Response

  Date: 03/20/2025

  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 and Audit team communicated with the consumer directly by phone on March 19, 2025. Please be advised we have reached a satisfactory resolution of this matter with the consumer.  

• Initial Complaint

  Date:02/01/2025

  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.

  BERKSHIRE HAS TURNED OVER A GHOST BALANCE TO A COLLECTION AGENCY WITHOUT EVER SENDING A BILL FOR COLLECTIONS TO ME. WHEN ASKED FOR A BILL TO BE SENT THEY SAID IT WAS SENT TO COLLECTIONS. I WAS NEVER GIVEN ANY OPPORTUNITY TO REVIEW A BILL FOR PAYMENT. THIS ISSUE WAS SENT DIRECTLY TO COLLECTIONS.

  

  Business Response

  Date: 02/11/2025

  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 phone and email on February 4, 2025. 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.  

  Customer Answer

  Date: 02/12/2025

  
  Complaint: ********
  
  I am rejecting this response because: no has ever reached out to me. No bill was ever sent. They bypassed me and went straight to collections. That is a dirty way to do business and others should beware before doing business with this company. 
  
  Sincerely,
  
  **** * ****

  

  Business Response

  Date: 02/19/2025

  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 phone on February 13, 2025, and February 18, 2025, and email on February 18, 2025. 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

  Date:01/05/2025

  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 am a small business owner who was injured on the job. I filed a claim according to state laws for medical . The rep. Sent me to a clinic but would not answer the clinics calls. This happened 4tines. So I had to pay with the promise by email from the adjuster that I would be payed back. Now I have over six thousand dollars on medical treatment. The MRI shows a tear in my shoulder. I was promised by the adjuster through email that they would find me a surgeon. That was a lie .I'm on my fourth adjuster. And the same run around. It's a pattern with this company. I finally contacted the state of Texas and reported them . Come to find out they never even made a a first injury report. So they hired a lawyer to harass me. And now here it is two years later and my shoulder need to be operated on. They have cut off weekly pay checks cause I reported them. They sent the State police to my house cause I made reference to ***** ********* Because one morning at 6am the adjuster through email asked if I would settle. And the replied sure make me an offer and they replied just kidding. Now the State police said that be carefull what I say in the workers comp. Hearing because they can still press charges on me. I have this recorded when they stormed my house three of them. While my grandchildren were sleeping.

  

  Business Response

  Date: 01/13/2025

  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, our Claims team is working on resolving the claim.

• Initial Complaint

  Date:11/22/2024

  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.

  RUN AWAY! 7 WEEKS and NO CLAIM RESOLUTION! NO REPLIES! They refuse to allow contact with a supervisor! This has absolutely been the MOST HORRIBLE EXPERIENCE I've ever had with a business. I was hopeful when first selecting Three for my business in 2023. Even though the premium was significantly higher than other companies, I thought that the Berkshire association was a good sign. I called Three to file a very simple business claim on Oct 3, 2024 after storm Helene. The agent said I'd hear from an adjuster within a couple days. I had to follow up 5 days later asking why I hadn't heard from anyone. They set up a call for a few days after that. The adjuster (** *****) called 2 hours early. She asked some questions and said she'd send me a couple emails. She never did. 10 days later, after I called Three to complain, the adjuster then set up another call. She said I'd receive an email with documents asking for more info (income, etc.). She said I would get that within a day or 2, then scheduled a call for 2 days later. She never called!! I emailed her aking why I hadn't heard from her. It goes on and on. For 7 WEEKS now, I have called Three many times, asking why nothing is being done. I have emailed the adjuster MANY TIMES, over the last 4 or 5 weeks, and I have left voicemails. She refuses to email me or call me. I have emailed her that I was intending to cancel my account and file a complaint (WEEKS AGO). And she will still not reply. The only time she replied was once when I called Three, weeks after the claim, to complain about hearing nothing. Then the adjuster sent one very hard to understand email, saying they were working on things. I asked both THREE and the adjuster to speak with a supervisor. They have both REFUSED to allow that! It is bizarre and offensive. I will be writing formal, very detailed letters/complaints to Three execs, Berkshire, etc. Trust me on that. I'm appalled by this business and have wasted hours of my time. It is truly shocking.

  

  Business Response

  Date: 12/02/2024

  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 Claims team communicated with the consumer directly via phone on November 27, 2024. We are continuing to work with the consumer directly to resolve this matter.  

• Initial Complaint

  Date:08/13/2024

  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.

  Three tried to fraudulently charge my account $15,300 instead of $153 for a statement. I canceled the policy and they have tried to charge me other fees and penalties since then my bank caught the fraud and I had to change a lot of information due to this problem. Now they were saying I owe for Workmen’s Comp. that I never paid for or accepted. Proprietor and do not require Worker’s Comp.. They are trying to get another $600 out of me. I would like to also know who else I can report this to. I’m sure the government has an agency contact.

  

  Business Response

  Date: 08/22/2024

  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 phone and email on August 22, 2024. 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.  

  

  Business Response

  Date: 10/07/2024

  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 attempted contact with the consumer via phone and email on October 4, 2024. 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.  

  Customer Answer

  Date: 10/07/2024

  
  Complaint: ********
  
  I am rejecting this response because: They have only contacted me trying to extort more money for coverage I did not purchase. Also, justifying overcharging. Said is was okay since bank denied payment. They continued to charge for a few more months after incident. They only bully on phone when I contacted them. 
  

  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/09/2024

  Type:Customer Service 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 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:06/06/2024

  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 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

  Date: 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

  Date:04/01/2024

  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 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

  Date: 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

  Date:02/12/2024

  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 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 scam

  

  Business Response

  Date: 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

  Date: 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.