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:07/13/2022

  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 Root insurance and my daughter got into a wreck 3 months ago, I keep on emailing root to ask them what to do with the car, now today my apartment towed the car, I do not have the money to get it out of town, when I have been asking my insurance, which I have full coverage what to do, cricket's!!

  

  Business Response

  Date: 07/18/2022

  
  Thank you for bringing the concerns of Complainant ****** ******** ("Complainant") to our attention. Root Insurance Company ("Root" or "the Company") appreciates the opportunity to review this matter. 
  As a threshold matter, the Complainant's concern is the settlement of her claim. This claim is still open and is pending the completion of a coverage investigation. Due to privacy concerns, Root cannot disclose the details of the coverage concern in this response. 
  Root can confirm that we have been in contact with the Complainant regarding the issue as recently as July 14, 2022. We will work to resolve this issue as soon as possible. 
  
  If you have additional questions or require additional documentation, please contact the undersigned. 
  Yours truly, 
  
  ****** ****** | Compliance Manager ************************** | ###-###-#### 
  
  

• Initial Complaint

  Date:07/11/2022

  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.

  They will not complete a claim with their insured person who admitted to hitting our parked car. They continue to give me the run around when I have to call to inquire what they are doing about our claim. They say that they are trying to contact their insured person, and then they’ll send a letter to her and give her 10 days to respond. In the meantime, we have a wrecked vehicle that needs to be repaired. We already have our estimate and are ready to go.

  

  Business Response

  Date: 07/15/2022

  *************
  Thank you for bringing the concerns of Complainant **** **** ("Complainant”) to our attention. Root Insurance Company ("Root" or "the Company") appreciates the opportunity to review this matter. 
  As a threshold matter, the Complainant's concern is a delay in the settlement of their claim. We can report that this claim has now been settled with payment issued to the Complainant. 
  The cause of this delay was the non-cooperation from our Insured when attempting to verify the loss. The Complainant reported the claim, however, there was no corroborative evidence that our Insured was involved, as there was no police report available, and no witnesses or video evidence. Root attempted regular contact with our Insured to verify the loss from July 5 through July 13, when contact was finally successful. The Insured verified the loss and the claim was paid. 
  ** * **** ******* ***** *** ********* **** *****  ************  **** 
  If you have additional questions or require additional documentation, please contact the undersigned. 
  Yours truly, 
  ****** ****** Compliance Manager ************************** | ###-###-#### 
  

  Customer Answer

  Date: 07/20/2022

  Root Insurance has only given us half of what the damage is going to cost. Our repair shop has sent a supplemental request for the other half. They have not heard anything from Root Ins.. My repair shop has made us aware that this insurance company may not be willing to replace the parts with new parts, but instead with substandard products. This is not acceptable. Our vehicle was in pristine condition. 

  Please assist. 
  
  Regards,
  
  **** ****

  

  Business Response

  Date: 07/29/2022

  ******************
  Please allow this to serve as a response to the ongoing concerns of Complainant **** **** ("Complainant"). Root Insurance Company ("Root" or "the Company') appreciates the opportunity to review this matter. 

  The Complainant's concern was the amount of the payment from Root was not the same as the estimate from their body shop. 

  Root does prepare our own estimates for repairs and lets consumers choose the body shop of their choice. If any body shop finds additional damages that were not included in our original estimate, a supplement is submitted to Root. In this case, the Complainant's body shop, *** **** ****, did submit a supplement on July 28, 2022. Payment was issued to the body shop, and the Complainant's husband was listed as a co-payee. This adds a layer of protection for the consumer since their signature is also required on the check. 

  If you have additional questions or require additional documentation, please contact the undersigned. 

  Yours truly, 
  ****** ****** | Compliance Manager **************************  ###-###-#### 
  

• Initial Complaint

  Date:07/11/2022

  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 claim on May 25, 2022 with root insurance. I was a victim of hit and run and my vehicle was damaged. I reported incident to the police and a police report was entered. It's been 45 days later and claims adjuster has not contacted me for repair of my vehicle. I have called the claims adjuster many times and placed a call for escalation with no resolve.

• Initial Complaint

  Date:07/08/2022

  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 claim on Sunday, July 3, 2022 for an accident that occurred with an uninsured driver. I've submitted all documents, photos, police report #, etc. Today is Friday, July 8th and I've not heard anything from anyone in reference to getting my claim resolved. They submitted a reservation to Enterprise Car Rental for me, which they cancelled. I've requested numerous times for a manager to call me but no response. No manager is ever available when I call to speak with them or my insurance adjuster.

• Initial Complaint

  Date:07/05/2022

  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.

  On April 4th, 2022, I purchased car insurance through Carvana web site that connected me with Root Insurance in anticipation of purchasing a car. I paid the first monthly premium of $161.67. However, I never took possesion of the car because of issues with the car passing Georgia emissions. I unfortunately assumed that Root would realized that the car was never registered in Georgia under my name since car insurance companies have to report to the state of Georgia proof of coverage. Root debited my bank account in May for the monthly premium. I was still waiting for the car from Carvana. I canceled the order for the car after waiting six weeks, After Root debited my account in June, I contacted them to informed them that I didn't own the car. I was given instructions to cancel the insurance including a back letter from Carvana. I emailed Root all the information they required as instructed. On July 2nd 2022. I received an email from Root advising me that my premium was due and would be debited from my account on July 6th, 2022. I've also contacted my bank, but I'll have to make a claim and the claim' office is closed. When I talked to the representative from Root in June, she assured that I would be reimbursed. I haven't received any communication from them since I spoke with the woman in June. That $485.01 I've paid them for insurance on a car I don't own. And I possibly will charged another $161.67.

  Customer Answer

  Date: 07/08/2022

  [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

  Date:07/01/2022

  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 called ***** ******* 06/22/22 to ask to have a false claim removed from my name. I am a victim of identity theft and my sister totaled her car she apparently had on my insurance policy. I was not driving a Chevy Malibu at this time and she had a lien on that car. It has made my insurance skyrocket. I’m asking to have that claim removed from my name and to have an official letter with company letterhead sent to me to give to other insurance companies to lower my rates. ***** did not return my call upon receiving my voicemail. He is the claim consultant ******

  

  Business Response

  Date: 07/08/2022

  *********
  Thank you for bringing the concerns of Complainant ******* ****** ("Complainant") to our attention. Root Insurance Company ("Root or the Company') appreciates the opportunity to review this matter. 
  As a threshold matter, the Complainant's concem is regarding the repairs to the front of her vehicle from this loss. Root has paid for the rear damages, but did not pay for any damages to the front of the vehicle. This is due to the fact that there was no evidence presented to Root that there were any related front end damages. Root requested photographs of the damages on November 27, 2020 via email. The adjuster receives an email from the Complainant wanting to pursue the damages. The adjuster asks for photos again on January 13, 2021. On March 22, 2021, the adjuster requested photographs again. 
  On November 14, 2021, Root received an email from the Complainant stating that they sent pictures and paid out of pocket for the repairs. The adjuster replied that we requested the photographs multiple times, but never received them. 
  On December 7, 2021, the adjuster received photographs of the back bumper. An estimate was completed on December 9, 2021. On December 10, 2021, the Complainant alleges that there are front end damages from this loss as the vehicle was rear ended and pushed into a semi-truck. The police report made at the scene does not indicate any other vehicles involved. The other party involved did not mention the involvement of a semi. Further, the damages to the other party's front end and the Complainant vehicle rear end do not support enough impact to force the Complainant vehicle into another vehicle and cause this amount of damage. 
  At this point, the Complainant has failed to show that the damages claimed were related to this loss. Further, the Complainant allegedly repaired these damages prior to allowing Root to inspect the vehicle, which is prohibited by our policy. 
  Root did reimburse the Complainant for the rental expenses presented. 
  If you have additional questions or require additional documentation, please contact the undersigned. 
  Yours truly, 
  
  ****** ****** Compliance Manager ************************** | ###-###-#### 
  ** * **** ******* ***** *** ********* **** *****  ************ 

• Initial Complaint

  Date:06/30/2022

  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 insurance with this company for a few months and wasn't seeing the value that they promised, So I cancel my policy with them and went back to my previous insurance carrier. I have emails stating that they acknowledged my cancelation as of the 24th of this month. But they just debited my account for the payment anyway. I have gone back and forth with this company for 2 weeks over this. I think this company is not on the up and up. It is too hard to get through to the right people to get the results you need. I definitely would not recommend them to anybody. I want them to put my money back. And stop billing me....

  

  Business Response

  Date: 07/11/2022

  *******************
  Thank you for bringing the concerns of Complainant **** ***** ("Complainant") to our attention. Root Insurance Company ("Root" or "the Company") appreciates the opportunity to review this matter. 
  As a threshold matter, the Complainant's concern is issues with cancelling their policy. The Complainant did attempt to cancel their policy via the Root mobile app. However, the date that was selected for cancellation was at the end of the policy period, and not the end of the current month's billing. This is what caused the automatic payment process. 
  The Complainant was able to provide Root proof that they obtained concurrent coverage on June 22, 2022. This information allowed Root to backdate the cancellation and a refund was provided to the Complainant for the unearned premium. 
  
  If you have additional questions or require additional documentation, please contact the undersigned. 
  Yours truly, 
  
  ****** ****** | Compliance Manager ************************** | ###-###-#### 
  ** * **** ******* ***** *** ********* **** *****  ** **** ****** ***** *** ********* **** *****  ************  ************ 

  Customer Answer

  Date: 07/20/2022

  The people at Root insurance just keep making excuses. They don't have they facts straight. I canceled my policy way before to due date for my next payment. I canceled on the online app on 6/16/22, to be effective on 6/22/22. My payment was not due until 6/24/22. My new insurance was effective starting 6/22/22.

  I should have been able to cancel my account with them on the app just like I signed up for the policy ON THE ONLINE APP. I got a conformation through the online app. that they acknowledged my cancelation. I had to pay to start the new insurance policy. They turned around and took my payment out for their policy anyway. That put my bank account on tilt. now I have returned payment fees. Also, other payments that I had out there bounced. So, I had a total of 3 returned payments. Plus, the charges that those companies charged me.

  They did refund my money for payment they took, but it had already cost me. 

  On top of all this they sent me a letter stating that they were closing my account due to nonpayment. I responded by telling them They better not me posting that it was due to nonpayment. And that it better not reflect on my credit.

  This company is messed up. One dept does not know what the other dept is doing. Their online app should be able to record a cancelation as well as a sign up.The make it difficult on purpose so you don't cancel. that's not right. They caused me a lot of grief.

  Regards,
  
  **** *****

• Initial Complaint

  Date:06/27/2022

  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 get my car towed by my ins company roots roadside damage my vehicle every time I call I get the run around roots advised me to I can’t make a claim with them I have to do it with roadside so I did been over a month still haven’t heard anything back from them I would like my car fixed

  

  Business Response

  Date: 07/01/2022

  Thank you for bringing the concerns of Complainant ********* ******* (“Complainant") to our attention. Root Insurance Company ("Root" or "the Company") appreciates the opportunity to review this matter. 

  As a threshold matter, the Complainant's concern is damage to his vehicle which was caused when it was being towed in a roadside assistance claim. 

  The claim for damages was reported to Root on June 7, 2022. A Root adjuster was able to speak with the Complainant on June 7, 2022 and confirm the details. The damage seemed to be caused by a malfunction when the vehicle was being released from the tow truck. The vehicle was being towed by a third-party vendor, *****, due to a roadside assistance request from the Complainant. 

  ***** was informed of the damage and spoke with the Complainant on June 14, 2022. On June 24, 2022, the Complainant emailed the Root adjuster 
  
  asking for assistance as he had not heard back from *****. On June 29, 2022, the adjuster spoke with the ***** representative. The Root adjuster called the Complainant later on June 29, 2022 and the Complainant confirmed that ***** had been in contact and that it appears everything was being handled. 

  
  We apologize that the Complainant has had difficulty in processing this claim with the vendor. The issue was raised to Root claims management so that we can hopefully avoid these situations in the future. 
  If you have additional questions or require additional documentation, please contact the undersigned. 
  

  Yours truly, 
  ****** ****** | Compliance Manager ************************** | ###-###-#### 
  * * **** ******* ***** *** ********* **** *****  * ***** ****** ****** **** ****  *********  ************ 

  
  

  Customer Answer

  Date: 07/06/2022

  I accept the business's response to resolve this complaint.
  Regards,  this has been resolved 
  
  ********* *******

• Initial Complaint

  Date:06/24/2022

  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.

  On June 07, 2022 - I was involved in an auto collision and the other driver was determined to be at fault. When I obtained the police report I called and placed a claim with Root. I was given a claim number and the next day someone called me regarding the claim, obtained information about the accident and they were emailed a copy of the police report that clearly states the other driver (the Root client) was at fault for the accident. They said they were trying to reach the other driver and were unable to reach him. If they have the police report, I don't know why talking to him matters in regard to my claim. It has been almost three weeks since the accident and I have not been contacted by any other Root representatives. I have called several times and left messages with no call backs. I am having to borrow a car and that will be coming to an end and I need to be able to get back and forth to work. I would like for this to be resolved. I want my car fixed in a timely fashion and I need a rental to be able to get back and forth to work when my car is being repaired.

  

  Business Response

  Date: 06/29/2022

  
  Thank you for bringing the concerns of Complainant **** *********** ("Complainant") to our attention. Root Insurance Company ("Root or the Company') appreciates the opportunity to review this matter. 

  As a threshold matter, the Complainant's concem is the delay in the claim handling. 

  This loss was reported to Root on June 10, 2022. The reported driver of our Insured's vehicle is not a listed driver on our policy. As such, Root needs to obtain a statement from both the Insured and the driver to verify if coverage will extend to this driver. 

  Root has attempted contact on June 10, 15, 16, 17, 21, 27, and 28, 2022. We have not received any return contact from the Insured or the driver to date. 
  
  Root is attempting to actively resolve this claim investigation, however, we do require cooperation from our Insured due to the unlisted driver situation. 

  
  If you have additional questions or require additional documentation, please contact the undersigned. 
  

  Yours truly, 
  ****** ****** | Compliance Manager ************************** | ###-###-#### 
  *************

• Initial Complaint

  Date:06/24/2022

  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 a policy with root. Sold the car private party, and cancelled my policy. Purchased a new car a few weeks later and called in to Root to get a quote. The agent said there is no way he can provide me a quote without me reinstating the policy. I pushed back multiple times saying that makes no sense and I don’t want to pay to reinstate the policy just in case the quote is higher than a competitor. He said I would receive most of my money back if I cancel the same day. I reluctantly reinstated, got the quote and it was bad. I cancelled within an hour. Out of the $150 I paid, I received a $20 refund. They basically insured me for the weeks after I sold my car. So they insured a car I stated I DID NOT own. Now I need to provide a bill of sale and documentation to prove my “innocence” or they refuse to give me my money. I sold the vehicle private party and did not write a bill of sale, so now I am essentially out my money. I feel mislead by the agents and root has provided ZERO help. This is ridiculous that I’m writing this over $100. Why am I having to prove I sold my vehicle to get my money back? I cancelled the policy stating I sold the car in the first place. And to be told the only way to receive a quote is to reinstate and then take my money once I cancel and refuse to give it back is outrageous. I would like a refund and to talk directly to customer relations to discuss the customer service practices that have taken advantage of me. If the issues pursue, I will take legal action as I have the recording of the call I had with the agent. I will not let this go, I have never been “scammed” by a large company like this before I am shocked

  

  Business Response

  Date: 06/29/2022

  
  Thank you for bringing the concerns of Complainant ******* ******** ("Complainant") to our attention. Root Insurance Company ("Root" or "the Company') appreciates the opportunity to review this matter. 
  As a threshold matter, the Complainant's concern is the reinstatement of their policy in order to receive a quote on a new vehicle, and the charges against the reinstatement for a time period for which the Complainant did not want coverage. 
  Our customer service department reviewed the interactions with the Complainant. Root was able to process a refund back to the original cancellation date. 
  We apologize for the inconvenience that was caused in this situation for the Complainant. 
  
  If you have additional questions or require additional documentation, please contact the undersigned. 
  Yours truly, 
  
  ****** ****** | Compliance Manager ************************** | ###-###-#### 
  ********************