Complaints

This profile includes complaints for Lemonade Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Lemonade Insurance Company

  5 Crosby St Fl 3 New York, NY 10013-3154

• 

  Lemonade Insurance Company

  85 Broad St New York, NY 10004-2434

• 

  Metromile, Inc.

  425 Market St Ste 700 San Francisco, CA 94105-5418

• 

  Metromile, Inc.

  425 Market St Ste 700 San Francisco, CA 94105-5418

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:04/07/2025

  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.

  I had my car insurance through Metromile for years because it's pay-per-mile. The Metromile site was excellent; all my trip data was handy for tax time. Then awful Lemonade bought Metromile. I've been dealing w/health issues for the 2 past years so haven't had the bandwidth to dig into the Lemonade site till now. First I went to the Metromile site to get my early 2024 & was blocked. Called Lemonade at 4:30pm PT on 4/3/25. The agent lied to me twice. Said L is working on providing all of that data, will be there sometime soon. I asked to speak to a supervisor; transferred to a non-supervisor who says there's no plan to provide the trip data. Asked to escalate; they only do supervisor callback. No idea if they'll call. How am I supposed to trust any of the trip data they allegedly use for charging me if they won't provide it to me? I don't trust this company.

  Business Response

  Date: 04/15/2025

  Dear *****, 

  Thank you for bringing your concerns to our attention. 
  
  We're pleased to hear that you've since received a callback explaining that your mile data is available in the app. Please feel free to reach out to us if you have any more questions or need further assistance. We appreciate your patience and understanding.
  
  Best regards,

  Team Lemonade

  Customer Answer

  Date: 04/16/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** ****
  
  
  
   
  
  

• Initial Complaint

  Date:04/04/2025

  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.

  January 2025 I have solved a pedestrian's claim for my pet for an initiator's point and I had I had given lemonade pictures all the information at the intake and the agent had actually given me what brother had told me what was my bank information on my game between and despite the fact that I did submit all the paperwork up front with no issue multiple times I had decided that I wanna refund from May of 2020 42 April 2025 I want to refund for the last 11 months and I wanna refine from the money that I paid but rather for the $45 that I paid every month for the last 11 months for my 4 Please email me and *** call me I want to refund

  Business Response

  Date: 04/11/2025

  Dear *******,

  Thank you for reaching out and providing your feedback. We apologize for any inconvenience you have encountered regarding your claim.
  
  Your pet claim was denied because it was not submitted within the 180-day time frame specified in our policy terms. As for your current policy, if you wish to discuss cancellation or have other inquiries, please feel free to contact us directly at ******************************** or give us a call at **************. For additional clarification on your claim, you may reply to the existing thread with your claim adjuster.
  
  Thank you for your understanding and for giving us the opportunity to address your concerns.

  Best,

  Team Lemonade

• Initial Complaint

  Date:04/03/2025

  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 got a puppy and then went online to compare pet ins. I looked at lemonade bc it was recommended by someone I know and I know they also have renters ins I could add. I was comparing prices and actual coverage. I didn't want lemonade and their website was having issues and I was like cool I don't want it anyway bc it was only gonna cover my pup to get fixed and very first set of shots and I had already paid for and done all that. I didn't know anything and didn't realize where the heck I kept missing over $105 a month from .... Well I got an email from them that they couldn't collect payment. Like what would I be needing to pay them for when I didn't get their ins ? I wound up charged for at least 3 months over $105 a month and kept telling them to cancel that I didn't want their ins and they kept charging and taking the $ from my acct anyway. They finally started tryna talk me out of cancelling yesterday and are still refusing any refunds either. Why do I have to pay for stuff I never wanted ? This makes no sense. I can't use it anyway even if I wanted it.

  Business Response

  Date: 04/11/2025

  Dear *****,

  Thank you for sharing your concerns and bringing this matter to our attention. 

  A member from our customer experience team will review your concerns and follow up with you directly in the next few business days. 
  
  Best, 

  Team Lemonade

• Initial Complaint

  Date:03/31/2025

  Type:Billing 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.

  3/27/2025 Lemonade charged my credit card $318.15 for pet insurance that had ALL OF THE WRONG information about "my dog". I had previously bought insurance for my granddaughter's dog in ********** [$297.05 policy #*************] and wanted to buy insurance for MY dog [HAZE] living in *******. When I hit the purchase button on Lemonade's website everything reverted back to my credit card info on my granddaughter's account putting MY dog living in the wrong state, wrong address, wrong vet, wrong everything. I, along with my granddaughter in ********** was on a 3-way conversation with LEMONADE INS. Representative "*****" who confirmed he removed MY creditcard info from my granddaughter's pet insurance account and he stated he credited my CC $318.15. Today I was notified ***** [from LEMONADE INS] actually CHARGED MY CC AGAIN for ANOTHER $318.50 and has NOT removed my CC info from my granddaughters account. So now I have a disputed "posted" charge of $318.15 and ANOTHER PENDING charge of $318.50 that "*****" CHARGED ME instead of refunding it for services I DO NOT HAVE for my dog living in *******. Contacting Lemonade Customer SVC is trying to say the least with no one available except Monday thru Friday per their recording. The Lemonade **************** Rep ******* confirmed my credit to my CC was submitted via text message and instead of crediting me he charged me again. I NEED THESE CHARGES REMOVED FROM MY CREDIT CARD along with any interest fees I am incurring.

  Customer Answer

  Date: 04/01/2025

  Better Business Bureau:
  The Credit was posted to my ** account.  The only thing I need now is for them to PLEASE remove my ** info from my granddaughter's account as we were told by their representative ***** had been done yet it still appears in her account.  HOWEVER, I am grateful that the original charge reverted to a credit and my account is correct.  I need Lemonade to remove my ** info as to not recur charges on it now.  Thank you for your help.
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter of the ** charge has been resolved.
  
  Sincerely,
  
  ***** *******
  
  
  
   
  
  

• Initial Complaint

  Date:03/27/2025

  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.

  LEMONADE INSURANCE is billing me for a car that is a 2021 ****** Sentra purchased February 8, 2025. Theyre stating that I had car and that they were billing me beginning in October 2024.I didnt buy that car until February of 2025 and I do not know why theyre trying to bill me for a car that I never had. I tried to contact a live person but all you get is this chat bot and they put you on forever hold and never return your calls or even acknowledge the chat.

  Business Response

  Date: 04/03/2025

  Dear ****,

  Thank you for sharing your concerns and bringing this matter to our attention. 
  
  Due to privacy concerns, we are unable to post a specific reply here for public view. However, according to our records, it was found that you have filed a complaint with the Washington Department of Insurance. Lemonade will address your concerns directly with the Department. 

  Best,

  Team Lemonade

• Initial Complaint

  Date:03/26/2025

  Type:Order 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 live in ********. A claim must be approved in 30 days unless a notice of explanation is sent. I filed my claim Feb 2 and no decision. Company is holding all Loss of Use for deductible and will not pay for content cleaners so I cannot get my household items. Claims manager has **** gone more than she has been in the office. AI answers for serious pokicy questions with overly generalized answers. Policy is silent on everything leaving Lemonade to make up what they want to do when deal8ng with your policy. These people are absolute crooks and should be shut down. Refuse to pay for food budget, hasn't reimbursed for apartment application fees. In 2 months time I pleaded and begged to get $900. All Imsurance companies are crooked but this one wrote the rule book. Do Not Ever Use them!

  Business Response

  Date: 04/03/2025

  Dear ******,

  We sincerely apologize about the frustration this situation has caused and greatly appreciate the feedback you provided. 
  
  Due to privacy concerns, we are unable to post a specific reply here for public view. However, according to our records, it was found that you have filed a complaint with the Washington Department of Insurance. Lemonade will address your concerns directly with the Department. 

  Best,

  Team Lemonade

  Customer Answer

  Date: 04/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Lemonade told me over a week ago they approves the content cleaners for payment. To date they haven't been paid nor does Lemonade respond to them.

   

  Lemonade owes me around 5 grand for loss of use of which the have paid around $1,110.  When I ask to settle the debt they state they are processing paperwork.  

   

  Lemonade is stalling payment due to the amount of damage from the fire. They dont want to pay out the loss. They make up excuses of not having proper paperwork, they lie and they manipulate thier policy. They continually change thier policy and procedures. 

   

  I want my settlement for my loss and my loss of use to be made whole. It's day 62.  

   

  Thanks 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer Answer

  Date: 04/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Lemonade owed me a total of  $4210.28 for Loss of use. To date they jave only paid 2800.  They do not give explanation as to why they have done this.  They refuse to pay for any food costs under loss of use but told they would pay for food for almost 6 weeks before tell8ng me they wouldn't. They owe me money for laundry and suddenly couldn't take the re iepts I gave them to get $30 reimbursed.  Then they can't open the bak statements given.  They owe me this money and I want my money. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 04/18/2025

  Dear ******,
  
  Your concerns have been directly communicated to the Washington Department of Insurance. If you have any further questions or require additional assistance, please don't hesitate to contact them. Thank you for your patience and understanding.
  
  Best,

  Team Lemonade

• Initial Complaint

  Date:03/25/2025

  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 filed a pet damage renter's insurance claim once I moved out and got my security deposit back and saw carpet pet damage was deducted. Under that policy, I specifically paid extra to be covered for pet damage. They denied my claim due to me not having a specific date to put for when the damage happened, despite the obvious nature of pet damage happening over a long period of time. I have emailed 3 times in 2 weeks and been COMPLETELY ignored. It's a total scam if they won't cover something I specifically paid to be covered for, and won't even respond to my appeal. They should he shut down and all customers refunded.

  Business Response

  Date: 04/04/2025

  Dear *****,
  
  Thank you for sharing your concerns with us. We sincerely apologize about the frustration this situation has caused and greatly appreciate the feedback you provided. 
  
  Due to privacy concerns, we are unable to post a specific reply here for public view. A member from our claims team will review your concerns and follow up with you directly in the next few business days. 
  
  Best, 
  
  Team Lemonade 

• Initial Complaint

  Date:03/21/2025

  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 have an insurance policy for my cat initially purchased in January of 2024. I filed a claim for a medical issue and they are demanding proof that my previous policy, which was canceled when I purchased this one, was canceled before they will pay out on my claim. I don't believe they have any right to ask for this and would like them to pay the amount they are obligated to based on our contract.

  Business Response

  Date: 04/02/2025

  Dear ********,

  We sincerely apologize about the frustration this situation has caused and greatly appreciate the feedback you provided. 
  
  Due to privacy concerns, we are unable to post a specific reply here for public view. A member from our claims team will review your concerns and follow up with you directly in the next few business days. 
  
  Best, 
  
  Team Lemonade 

• Initial Complaint

  Date:03/20/2025

  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.

  On January 25, 2025 I took pet insurance out. I cancled the same day. I spoke to 3 Reps to confirm I was cancled. I received a text that I was cancled. I was checking my credit card statement and found they billed me for January and February $13.86 each month. I called and they tried to tell me I filed a claim. I only had pet insurance 1 day. They are lying to people to make sure they do not refund my money. I spoke to a Rep ***** 14, 2025 and she never got back to me. This is why I do not like giving my credit card to companies. They keep billing for a service I cancled. I would like my 2 months back cause I cancled January 25, 2025. Thank you

  Business Response

  Date: 03/28/2025

  Dear *****,

  Thank you for reaching out and bringing this to our attention. We sincerely apologize for the inconvenience and frustration you experienced regarding the billing for your pet insurance policy.
  
  We are pleased to inform you that our customer support team has since rectified the situation and a refund has been issued for the charges. You should see these amounts reflected on your credit card statement shortly. If you have any further questions or need additional assistance, please don't hesitate to contact us.
  
  Thank you for your patience and understanding.
  
  Best regards,

  Team Lemonade

• Initial Complaint

  Date:03/19/2025

  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 canceled our homeowners policy with Lemonade on January 7, 2025. I contacted Lemonade on January 29, 2025, and spoke to *** to check the refund status. I was told we would receive our refund in two to three weeks. On February 11, 2025, I called Lemonade and spoke to Jasmine because we hadnt received the rebate and was told that it takes at least three to four weeks to receive the refund. On February 18, 2025, I called and spoke to ****** at Lemonade to check the refund status and was told that the check was processed on January 10, 2025, and mailed on January 16. 2025, and it would take three to four weeks to receive the refund. On todays date, March 17, 2025, I called Lemonade and spoke to ******** to check the status of the refund check. I was told that it had been mailed to our mortgage company. I then got off the phone with the Lemonade **** and contacted my mortgage company Rocket Mortgage. I spoke to *** ******, who checked our escrow account, and no check was received from Lemonade. Therefore, I called Lemonade back and was told that the prior representative was waiting for an email from the refund department, and as soon as she got a response, she would email me back. We are tired of getting run around by Lemonade and want our refund check as expected. We have been very patient with Lemonade, yet we still keep getting the runaround.

  Customer Answer

  Date: 03/27/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** ******