ComplaintsforGrange Enterprise Companies, including Grange and Integrity Insurance

• Initial Complaint

  05/27/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I had paid out of my escrow account $1,556 4/24/2023. I took a look at the prior year for what was paid on home insurance. It was around $900 range. Not sure why it inflated so much but my escrow account counted for a lower number and my account was over drawn. This made my mortgage payment go higher than it's suppose to be. So I canceled it and went with another insurance that charged around $400+ less. Putting me back in the positive. The mortgage company told me to send the money back to keep the payment from going even higher. Getting my money back is where my problem begins. I canceled it 4/24 or 4/25. The check didn't get cut till 5/08/2024. It's 5/27/2024 and I still haven't received it. I'm being told the hold up is policy and they do not put tracking on the checks that they mail. I was told to wait 3 weeks till they can cut another one and hopefully I can receive it. This is my first year on being in this house. This check is more than the principal paid on this house. Therefore my house on my credit report cost more than it did when I bought it. The mortgage company is going to reassess my mortgage soon and increase my monthly payment because I haven't given them this money back. I'm on a fixed income and can barely afford a increase. But due to their policy they cannot get me my money back nor can they tell me where my check is. I need my money back like last month.

  

  Business response

  05/29/2024

  The original refund that was mailed on 5-9-2024 is still outstanding, I have requested a stop payment on 5-28-2024, the new check will be issued and sent to the address in ******* that was provided by Mr. ******. I will request the check to be mailed overnight with tracking. 

  Customer response

  05/29/2024

  I accept the business's response to resolve this complaint.

  Thank you very much.
  
  Regards,
  
  **** ******

• Initial Complaint

  05/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My wife and I have been customers of and insured through Grange Insurance. On Tuesday May 7th my wife reached out and called Grange because we had missed our payment on April 18th there was a death in the family unexpected and uninsured so as family we all chipped in for proper end of life and creamation. My wife spoke with **** and told **** that we missed a payment she could borrow the money and take care of it that day or her husband(me) got paid in 2 days what would she need to do to keep our insurance. **** explained to my wife that in 2 days when your husband gets paid just call pay the amount u missed plus 25 dollar reinstatement fee my wife figured that was easier than borrowing money so chose to do that. However in 2 days my wife called early in the morning to get it taken care of now they are talking to her and making her feel like an idiot that she was never told this so she talks to 3 people that are very rude to her so she gets upset and gets off the phone. She tells me what’s going on so I call grange and ask to speak with a supervisor, I get Eric voicemail so I leave Eric a voicemail if what’s going on and my number to call me back. So Eric calls me back and tells me that he listened to the call with **** and agreed that **** told my wife to pay what was owed plus 25 dollar reinstatement fee however accounting won’t accept that and wants a double payment to reinstate that’s not what the employee told my wife and Eric agreed that the employee told my wife what she was saying but now they won’t honor what my wife was told to do. They tell you one thing then want you to do another when you actually try to do what they explained it’s not right and I think they should have to honor what **** said.

  

  Business response

  05/10/2024

  
  Thank you for allowing Grange P&C Insurance to respond.
  
  The payment on the policy was due on or before April 18, 2024.  A payment was not received, and we issued a notice of cancellation advising that the policy would cancel effective 12:01 am on May 8, 2024.  On May 8, 2024 at 12:01 the policy was cancelled for nonpayment of premium.  We did issue an earned premium notice to the insured advising that they owed earned premium of $66.44 or to request reinstatement a payment of $686.03 would be required.  I understand that the insured called in and spoke to a representative that advised that the current past due payment would be all that would be required, which was an error on our part.  We are willing to accept $357.52 to reinstate the policy along with a Grange Statement of No Loss. The reinstatement payment of $357.52 must be made no later than 11:00 ET on Saturday, May 11, 2024, by calling ###-###-####.  Since we are accepting the April installment for the reinstatement, the insured will still have a payment due on May 18, 2024.

  Customer response

  05/12/2024

  I missed a payment over family dying and being uninsured so we as family gathered all our money to do the best we could for him **** at grange made it sound like it wasn’t that big of a deal just pay 25 dollar reinstatement my wife explained when I got paid she said that was fine and to pay the monthly premium plus 25 on that date and it be ok so we did that to get told basically by 3 people that wasn’t so and those three people spoke to my wife like she was an idiot when she was doing what she was told by **** 2 of them girls said they didn’t believe she was told that basically then I speak with the manager and he said that **** indeed did tell my wife that’s all she had to do however accounting wasn’t accepting it so in turn I have to go thro this to get them to honor what there employee instructed us to do after my wife was basically called a liar and spoke to like she’s an idiot what kinda professional business does that I pay for 4 vehicles plus renters insurance and never had a claim and that’s how you treat your clients really seems like maybe grange don’t have it all together 
  Regards,
  
  ******* *********

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cancelled my insurance with Integrity on 2-24-24. I was charged $209.44 on 3-5-24. I contracted integrity through my broker (******* ********* ****** ****** on 3-5-24 and was assured that the funds would be returned within 10-days and that it was a simple mistake. It is no 3-22-24 and the funds have not been returned. Nobody is responding to my messages and my broker is saying that the people at Integrity are out of the office. I would like a speedy refund and I would like Integrity to issue whatever refund they are required to refund (if any) based on any overpayment I may have made on my policy for the month of Feb. As a token of good faith, I also request Integrity pay interest on the amount they have failed to refund. Interest would be 2% of $210 per day; for each day after the initial 10-day window they assured me I would receive a refund by (i.e. on 3-5-24 I was told I would receive a refund within 10 days, therefore interest starts to accrue on 3-16-24) and stops accruing the day I receive my refund in full.

  

  Business response

  03/22/2024

  ********************
  
  Thank you for allowing Integrity P&C Insurance to respond. 
  
  The cancellation of the policy was processed on March 5, 2024 effective February 24, 2024.  The automatic payment of $209.44 had already been submitted to the bank for processing on March 2, 2024 for a withdrawal date of March 5, 2024 and was not able to be stopped.  When the cancellation processed the system calculated a refund in the amount of $279.00 which was issued and mailed to the insured on March 20, 2024 with check number ending in ****.
  
  
  
  
  

• Initial Complaint

  02/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I would like to file a formal complaint against Grange Insurance.

  We filed a claim on 06-25-2023 for a total loss when a tree fell on our garage and totally destroyed it and the contents inside. They have changed our contact person to **** ***** and we have sent the information that he had requested but have not heard back from him despite attempting to contact him many times.

  It’s been 8 months and the claim hasn’t been fully settled and we are not getting any response. We have sent in receipts for items that haven’t been paid, receipts for items for cost replacements, they depreciated the items a ridiculous amount and we are getting no response at all.

  Are they hoping we just give up and take a huge loss? We’ve always paid our premium on time and are so disappointed that they have not resolved our claim or are even attempting to in a timely manner.

  My best advice is to not purchase Grange Insurance.

  

  Business response

  02/20/2024

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

  
  Thank you for allowing Grange Property & Casualty Insurance Company the opportunity to respond to ****** *****'s inquiry. Grange Property & Casualty Insurance Company provides a Homeowners policy for ****** *****. A claim was presented to Grange Property & Casualty for reported damage to a detached garage and its contents. 

  
  Grange Property & Casualty has settled the claimed damages for the garage and its contents, except for a thermal imaging unit. We are attempting to validate ownership and use for this item. 

  
  Please feel free to call me with any questions at the number listed below. 

  
  Sincerely, 
  ***** ****** 
  Claims Manager 
  Phone: ###-###-#### 
  Fax: ###-###-#### 
  Email: *************************** 
  

  
  

  
  

• Initial Complaint

  01/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a car about 4 months ago and in December it was totaled by a driver who is completely at fault and they had ****** insurance. I have never been late or behind on my vehicle payment and they are only willing to give 9k and some change before taxes I owe 12k they said they 3rd company they hire to do car evaluations found 12 cars under 12k and I in return found 15 cars over 12k gap insurance was not available for this car and being the innocent victim I feel they should pay the full price of the loan.

  

  Business response

  02/01/2024

   

   

  February 1, 2024
  
  **** *** ***** ****** ******* ** ***** Re: Complainant: ****** *****
  Name of Insurer: ****** ********* Insurance Company
  File/Case Number: ********
  Policy Number: *** ******* **
  Claim Number: ************
  NAIC: *****
  FEIN: **-*******
  To Whom It May Concern:

  
  Thank you for allowing ****** ********* Insurance Company the opportunity to respond to ****** *****'s
  inquiry. ****** ********* Insurance Company provides a Personal Auto policy for ***** *****.

  
  Our total loss settlement is based on the attached valuation report. Our settlement is based on the actual cash
  value of the vehicle. This amount is independent of the price paid for the vehicle. The claim is also not paid on a
  replacement cost basis. Our payment is also not based on the outstanding balance of the loan.

  
  ****** Insurance will issue payment of $10,260.38 to the owner's lien holder once we have the properly
  completed power of attorney documents. These forms have previously been sent to the owner for electronic
  signature.

  
  This is a third party claim. The owner would not have gap insurance with ******. Any potential gap insurance
  would be offered through the lender or the owner's own insurance policy.

  
  Please feel free to call me with any questions at the number listed below.

  
  Sincerely,
  ***** *******
  Claims Manager
  Phone: ###-###-####
  Fax: ###-###-####
  Email: ****************************

  Customer response

  02/03/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: They are not using fair market value the same that car dealerships use to appraise a vehicle. I’ve sent more than my fair share of vehicles priced over what they are offering. If they are not using the industry standards of pricing vehicles, not a hired third party that has financial gains , and something that is acceptable like Kelly’s Blue Book then I’m not getting a fair price!
  
  Regards,
  
  ****** *****

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Grange Insurance ******* - I've spent time calling into the Grange Insurance company requesting for cancellation of my still active home owner's insurance policy portion of coverage (11/1/23). I've sent in proof of documents to Grange Insurance that my home has been sold to a new home owner as of 11/1/23, as the company requested.

  Grange also is requesting that I sign and send a cancellation document for the backdated cancellation - or they will not follow the law and send me backdated payment I am assuming.

  Yet, I have already called and sent proof of documentation. I have already requested for that date of November 1st, 2023 as the date the home was sold.

  Now, I am requesting that Grange Insurance use this as proof that the home was closed as of November 1st of 2023 and I am requesting cancellation. I am also requesting backdated payment with this proof against the state law.

  

  Business response

  01/24/2024

  **********************
  Thank you for allowing Grange Indemnity Insurance Company the opportunity to respond to Mr. *********** inquiry.

  
  Our records confirm that Mr. ********* submitted documents showing that the home insured on his policy was sold and requested the policy be cancelled effective 11/01/2023. We are able to backdate a policy cancellation. However, similar to most insurers, our company policy requires the insured to sign and return a cancellation request form. This form serves as the official record of cancellation and it also acknowledges without a doubt the authorization to cancel the policy. Mr. ********* was advised of this policy and a copy of the cancellation request form was forwarded to his attention.

  
  To date, Mr. ********* has not returned a signed copy of the form. Once this has been submitted, we will be happy to process the cancellation of his policy and return any unearned premium.

  
  Should you have additional questions, please do not hesitate to contact me.
  Sincerely,

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

  Customer response

  01/25/2024

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

  I have clearly indicated, by phone and in writing to initiate the cancellation of my homeowners insurance policy after confirming my personal information multiple times without a doubt.

  Company compliance is not state or federal law.
  
  Regards,

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

   

• Initial Complaint

  01/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Entered by BBB staff LO

  Consumer states on 12/8/23 he had a guy run a stop sign and rear end his car. The consumer took his car to the driver at faults insurance company they only offered to pay a little over half of the insurance claim. The business contacted the repair shop and sent them the money and told them to get the parts from the scrap yard. The repair shop contacted the consumer and asked the consumer why they would put scrap parts on the car when the accident was not his fault. The consumer has not heard back from the business about this.

  

  Business response

  01/22/2024

   

  Better Business Bureau
  1169 DUBLIN RD
  COLUMBUS, OH 43215-1005

  January 22, 2024
  

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

  
  Re: Complainant: ***** ********
  Name of Insurer: Grange Indemnity Insurance Company
  File/Case Number: ********
  Policy Number: *** ******* **
  Claim Number: ZPA*********
  NAIC: *****
  FEIN: **-*******

  
  To Whom It May Concern:

  
  Thank you for allowing Grange Indemnity Insurance Company the opportunity to respond to ***** ********'s
  inquiry. Grange Indemnity Insurance Company provides a Personal Auto policy for **** M *******.

  
  Please see below the response to complaint ***** ******** concerns on the part usage for his vehicle.

  
  The complainant ***** ******** has requested that Grange Insurance refrain from using alternative parts for the
  repairs to his 2008 Chevrolet HHR. Our vendor Comsearch addressed the original estimate for damages and
  included a used van side panel on the estimate. I have attached a copy of the original estimate for your review.
  Mr. ******** then took his vehicle to the shop of his choice Gainer Auto Body and Frame. The shop submitted to
  our vendor Comsearch a supplement estimate for additional damages that were located. The supplement
  estimate included several changes. The supplement estimate removed the used van side panel and now listed
  an original equipment manufacturer van side panel. I have also attached a copy of the supplement estimate as
  evidence that the used van side panel was removed from the estimate for repairs. Furthermore the supplement
  estimate increased the cost of the repairs and after an evaluation of the vehicle's value, Grange Insurance has
  determined that Mr. ********'s vehicle is now a total loss.

  
  Please feel free to call me with any questions at the number listed below.
  Sincerely,
  **** ******
  Claims Manager
  Phone: ###-###-####
  Fax: ###-###-####
  Email: ***************************

  Customer response

  02/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** ********

• Initial Complaint

  12/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ***** Bending from Grange along side ******* ********* have continued to provide unsatis**ctory service. ******* has never actually contacted me via phone and when contacted in regards to delays she states she forgets to message back. Both insurance adjusters have provided **lse estimates based on various **lse trim levels. Grange is in procession of my vehicle and ******* and ***** refuse to look at the vehicle to see the correct trim but use their system to generate a subjective non **ctual trim. ***** stated in a previous email that because of the poor service and lack of ability to observe my vehicle in which grange has, offered the first number of 6991.18 then would only build from that number especially after sending a lower number after that number for a random trim they made up. Instead ***** of ***** building from the orginal trim offer he uses a lower number from another trim level to offer $7,680.86. This is absolutely poor business and appears no one knows what they’re doing.

  

  Business response

  01/05/2024

  Please see attached response. Also attached is the valuation report for ******* vehicle. 

   

  January 4, 2024

   

  
  **** *** ***** ****** ******* ** *****
  Re: Complainant: ***** ********
  Name of Insurer: Grange Insurance Company
  File/Case Number: ********
  Policy Number: ** ******* **
  Claim Number: ************
  NAIC: *****
  FEIN: **-*******

  
  To Whom It May Concern:

  
  Thank you for allowing Grange Insurance Company the opportunity to respond to ***** ********'s inquiry.
  Grange Insurance Company provides a Personal Auto policy for Guy T ********.

  
  Timeline of claims handling:
  Date Event
  11/09/2023 Date of Loss
  11/09/2023 Loss Reported to Grange
  11/13/2023 First Contact made with Complainant. Handling adjuster left prior voicemail on
  11/10/2023.
  11/14/2023 ******* vehicle dropped off at repair shop.
  11/17/2023 ******* vehicle estimate received and determined to be a total loss. ***** is
  notified of decision and is told next steps of the claim and a total loss adjuster
  will be assigned.
  11/20/2023 Email sent to ***** containing steps of the total loss process and vehicle
  valuation.
  11/20/2023 Text message received from ***** stating he does not agree with vehicle
  value, that he has new transmission, and vehicle has Eco and Sport mode.
  Total loss adjuster asks ***** for transmission invoice and window sticker for
  vehicle to confirm all options.
  11/20/2023 ***** sends text message that he will look for window sticker and receipts.
  Total loss adjuster obtains window sticker on-line and shares with valuation
  company.
  

  11/21/2023 Updated valuation from window sticker received. Value is less because of
  

  updating value to reflect the proper trim level of vehicle on value. Total loss
  adjuster is awaiting receipt for transmission refurbishments.
  11/28/2023 Voicemail left for insured to check status of finding receipt. ***** calls back, it
  is shared that window sticker did not change valuation. Grange was honoring
  original value that was presented which was higher.
  11/29/2023 Receipt for transmission work received and shared with valuation company.
  12/05/2023 Valuation company shares only receipts within 12 months can be used.
  Valuation updated with valid receipts. Also valuation company confirms there is
  no option for Eco or Sport mode available on vehicle. Updated information
  shared with the insured. ***** and adjuster discuss value more via text
  messages.
  12/06/2023 to 12/07/2023 Remote start added to valuation. ***** shares he will research value more and
  not accepting of total loss settlement.
  12/11/2023 to 12/12/2023 ***** requests inspection of his vehicle. ***** and total loss manager also
  discuss claim, process, and valuation.
  12/18/2023 Text received from ***** stating he does not accept value, he makes offer to
  resolve his total loss, and total loss adjuster shares appraisal clause language
  from his policy should he wish to contest total loss value.
  12/19/2023 to 12/20/2023 ***** and total loss adjuster discuss claim by phone. Valuation process
  explained. It is shared that value will not be negotiated, proper trim level for
  vehicle discussed, and ***** contests that trim level on valuation is incorrect
  and provides a different model. Total loss value reviewed and correctly reflects
  window sticker for ******* vehicle.
  12/19/2023 to 12/29/2023 Ongoing emails between *****, Total Loss Manager, and Director of Auto
  Claims, around claim process, valuation process, trim levels, and claim
  settlement.
  01/02/2024 Voicemail left for ***** by Total Loss Manager regarding claim.
  Grange Insurance has valued the vehicle using the window sticker from ******* vehicle. We have the proper trim
  level, all options, all refurbishments, and have expanded the comparable vehicle search radius to find the best
  possible value for ******* vehicle. We have also shared the appraisal clause language of his policy should he wish
  to use that.

  
  Please feel free to call me with any questions at the number listed below.

  
  Sincerely,
  ***** Bending
  Claims Manager
  Phone: ###-###-####
  **x: ###-###-####
  ****** ****************************

  Customer response

  01/08/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: I find no significance in having a response from the claims adjuster handling my case who in which is to blame for the poor services provided. Mr. ***** became aware of my filing and clearly made an attempt to find this report so he could continue to control the **lse narrative. I find this response to the BBB inappropriate. I request corporate investigate this matter so I can settle this claim in a timely manner once Grange provides the correct CCC report that reflects objective information vs **lse information. 
  
  Regards,
  
  ***** ********

• Initial Complaint

  12/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint against Grange Insurance's claims handling department concerning my experience following a car accident in July 2023. Throughout the claims process, communication with the representative handling my case proved challenging; my calls and messages often went unanswered for several days.

  During the investigation into the damage to my truck to determine repairability or total loss, I was provided with a rental van from *****. In early August, I was informed that my truck was declared a total loss, and I received a corresponding check.

  Believing the claim was resolved after returning the rental and receiving payment, I was surprised to receive a bill from ***** last week, amounting to $1,013.50. The bill indicated that Grange had not fulfilled the payment for the rental vehicle. Despite attempts to contact our representative on 12/09, leaving messages without receiving a response, and subsequently emailing on 12/12, we encountered persistent communication challenges.

  After sending the requested statement on the same day, there was initial contact via email. However, since then, attempts to follow up on 12/19 have gone unanswered. The latest communication revealed that the bill was forwarded to another representative, as the initial contact claimed to be "unfamiliar with the claim," leading to further delays and unanswered questions. The ***** bill specifies a 10-day timeframe for payment, adding significant stress to the situation.

  The lack of responsiveness and ongoing delays are deeply frustrating, considering that this issue persists almost five months after the accident. I urge Grange Insurance to promptly address and resolve this matter, providing the necessary updates and ensuring that the outstanding payment to ***** is settled within the stipulated timeframe.

  The prolonged nature of this issue is causing undue stress, and I expect a swift resolution to this ongoing concern.

  

  Business response

  12/27/2023

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

  
  Thank you for allowing Grange Indemnity Insurance Company the opportunity to respond to ******* ***********
  inquiry. Grange Indemnity Insurance Company provides a Personal Auto policy for ******* *********.

  
  Grange Insurance reserved a vehicle for ******* ********* though ********** ********** on 07/12/2023.

  
  ******* instead was able to personally reserve a vehicle through *****. After ending the ***** rental, he also
  used the ********** rental. We have contacted *******, paid his policy maximum towards both invoices, and he
  is satisfied with the outcome.

  
  The vehicle portion of the claim is closed. Grange Insurance will be pursuing the at fault party via subrogation.

  
  Please feel free to call me with any questions at the number listed below.

  
  Sincerely,
  ***** *******
  Claims Manager
  Phone: ###-###-####
  Fax: ###-###-####
  Email: ****************************

  Customer response

  01/02/2024

  I am not rejecting the resolution, however I would like to keep the complaint open while working on confirming with ***** that Grange has sent a payment. As of my last communication sent from ***** they had yet to have been paid. 
  
  Regards,
  
  ******* *********

• Initial Complaint

  11/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Grange Insurance regarding my most current experience with their claims handling process, which has been nothing short of frustrating and unprofessional. My name is ******** ****** and my claim number is ************. The incident occurred on the 10th of October 2023 when one of Granges' insured drivers was at fault for an accident that resulted in the total loss of my vehicle. Throughout the entire process, I have encountered multiple issues that have left me dissatisfied and concerned about the handling of my claim.

  The challenges began with the initial adjuster ***** ******** attempting to coerce me into selecting a specific repair shop, showing lack of professionalism when I opted for a second estimate from an Audi certified repair facility. Moreover, communication has been a persistent issue throughout the process. Despite my attempts to seek clarification on various aspects of the claim, including total loss of my vehicle, I faced systematic avoidance and ignored inquiries.

  Shockingly, I was not informed by Grange about my vehicle being deemed a total loss; this information came from the body shop handling the claim. The towing incident added to the ordeal when the tow truck driver refused to transport the entire front bumper to the shop providing the second estimate. Consequently, this led to delays as the repair shop couldn't proceed without all necessary parts. I was even forced to pick up parts under the threat that my rental vehicle would be terminated, despite my vehicle not being repaired or having received the second estimate.

  Following my outreach regarding the status of my claim, I received an email from Grange asking for my feedback about their service.

  However, my issue remains unresolved, and my most recent email seeking clarification has gone unanswered. In summary, my experience with Grange has been marked by unprofessionalism, poor communication, and distinct lack of transparency.

  

  Business response

  12/07/2023

  **********************
  Thank you for allowing Grange Indemnity Insurance Company the opportunity to respond to ******** ******'s
  inquiry. Grange Indemnity Insurance Company provides a Personal Auto policy for Pablo Camacho.

  Please see the below timeline regarding the handling of Mr. ******** claim.

  Timeline of claims handling:
  Date Event
  10/10/2023 Date of Loss

  10/10/2023 Loss Reported to Grange

  10/11/2023 First Contact made with Complainant. Mr. ****** was advised liability pends
  investigation.

  10/12/2023 Liability was finalized and Mr. ****** was advised that we accepted fault for
  this loss. We discussed our Premier Choice Program with Mr. ****** and he
  declined advising he wishes to use ***** *********. He demanded Original
  Equipment Manufactured parts (OEM) be put on his vehicle. We advised Mr.
  ****** we do not owe for OEM parts and if he carries the endorsement
  through his carrier then they would be able to cover the OEM parts.

  10/12/2023 We set up for our Tow Vendor to tow MR. ******** vehicle to ***** *********,
  which was the shop he choose.

  10/19/2023 to 10/20/2023 We still had not received the photos and estimate from ***** *********. We
  informed Mr. ****** and he advised he decided to change shops and now
  wishes to go to ***** ***** **** **** and he is moving his car there and will
  have ***** ***** **** **** send us the estimate and photos for review. We
  agreed to cover the second tow and set up the tow with our vendor.
  
  11/01/2023 We contacted Mr. ****** as we received estimates from both body shops and
  needed to know which shop he for sure was going to use. Mr. ****** advised
  that he wants to go see his car tomorrow and compare estimates to see if
  anything is missing and then would let us know his decision.

  
  11/02/2023 We explained to Mr. ******, the shop he chooses, that estimate will be sent to
  our appraiser group for review. We sent the ***** ***** ** estimate for review
  as Mr. ****** advised he wanted vehicle repaired there.

  
  11/06/2023 Our review of the estimate came back and payment was issued to ***** *****
  **** **** and copy of estimate was sent to Mr. ****** with a letter informing
  payment sent to shop and of next steps.

  11/07/2023 A supplement estimate was received from ***** ***** **, we approved it and
  payment was issued to the shop.

  11/16/2023 A second supplement estimate was received from ***** ***** **, upon review
  it was determined the vehicle is now a total loss. The amount off the estimate
  and supplements was close to the value of the vehicle. The same day this was
  determined we advised Mr. ****** that the vehicle is now a total loss and
  confirmed he had no loan on the vehicle. He was advised this would be moved
  to our total loss department and they would contact him to discuss next steps
  and settlement process.

  11/20/2023 Our total loss department took over handling of Mr. ******** vehicle and
  explained/sent the settlement information to Mr. ******.

  11/29/2023 Mr. ****** sent the total loss representative an email advising he will be
  sending out the title and asked when he could then expect payment.

  12/05/2023 Total loss settlement payment was issued to Mr. ******.
  

  As you can see by the above timeline, Mr. ****** choose his repair shop. As soon as we determined his vehicle
  was a total loss, we informed Mr. ****** the same day. In regard to the diminish value, there is no loss for
  diminish value as the vehicle was not repaired, the claim was settled for the Actual Cash Value ( ACV) of the vehicle.

  Please feel free to call me with any questions at the number listed below.

  Sincerely,

  
  ****** *********
  Claims Manager
  Phone: ###-###-####
  Fax: ###-###-####
  Email: ******************************

  Customer response

  12/08/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  I am rejecting this response because: 
  
  Regards,
  
  ******** ******

*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. ↩