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:02/27/2025

  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.

  I applied for a vehicle me and I purchased car insurance online because **** *** ***** prompted me to upload my license and insurance information. In my life,  I’ve never seen a dealer ask for insurance unless approved. Ultimately, I found out I wasn’t approved and never owed the vehicle so I requested a full refund of the amount I paid which was infact less than 24 hours after purchasing.

  ****** * (and agent support rep from root) Emailed me stating they needed more info about vehicle and on letter head in order to issue full refund although they issued partial. This is a problem because I already sent the company WHAT the dealer sent me which stated why I couldn’t get approved.

  I also sent ****** the contact information to contact dealer directly and they refused. The document has the business name and address on it so it’s simple however, the company chooses to keep my money and be difficult.

  I do not and have never owned said vehicle.

  

  Business Response

  Date: 03/06/2025

  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.
  
  We cannot share specific details in this public forum, however the Customer Service department
  reached out to the complainant on March 3, 2025 to address their concerns.
  
  We are still working with the Complainant to resolve their concerns
  
  Yours truly,
  ****** *****
  Compliance Analyst
  ***************************

  Customer Answer

  Date: 03/09/2025

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

• Initial Complaint

  Date:02/26/2025

  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.

  On February 15, 2025, I hit a deer while driving. It was completely unavoidable. It wasn't a large deer, and actually lived! However, it damaged the front end of my car. I was always able to drive, and the vehicle never brought up an indicator that anything was wrong with the mechanics of my vehicle, but the body needed repair.

  I filed a claim, confident that I was covered. Confident I was protected. I filed a claim with the understanding that my comprehensive coverage covers me if I "hit a deer." I found out today, that my vehicle is being totalled out. This is extremely problematic for me and distressful! And this is a direct result of Root putting costs above customer needs.

  I believe that if I had chosen another established auto insurance coverage provider I would have gotten my vehicle repaired without issue. The mechanics used to determine losts considers only the money the company saves, and not the overall impact to its customer's livlihood.

  I have spent the day reaching out to the regulatory bodies for my state, and have requested to meet with representatives. I have contacted the Oklahoma Insurance Department (OID), and OK Tax Commission regarding regulations for motor vehicle loss.

  This is not right. I am heavily leaning toward requesting an investigation with OID.

  More money is no doubtedly paid out if there is a collision with another vehicle, but in this instance there is one vehicle involved, mine. And the payout is less than that of a collision with another vehicle or any potential settlement resulting from a collision. This claim is not one that will result in tens or hundreds thousands, and human impact is largely neglected.

  There is a way to create win-win situations for everyone, and in this situation, it results in my car being fixed. I have sent an email to "Investor Relations" because the outcome of this complaint will directly affect shareholders.

  

  Business Response

  Date: 02/28/2025

  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.
  We cannot share specific details in this public forum, however the appraising and total loss departments reached out to the complainant on February 26, 2025 to address their concerns.

  
  We have provided an explanation addressing their concern and are still working with the Complainant to resolve their claim.

  
  Yours truly,
  
  ********* ******
  Supervisor, Compliance Regulations
  Email: ***************************

  Customer Answer

  Date: 03/03/2025

  1. I did not receive a follow up response on 2/28/25 as advised, and

  2. I have submitted a formal dispute letter, disputing the loss determination, as I believe Oklahoma regulation provides remedy for the repair of my vehicle, and

  3. A salvage title cannot be obtained for my vehicle due to it mechanically being operable with minor mechanical issues being left for repair that are under the 60% threshold, and

  4. By Oklahoma legal definition the loss for my vehicle is below the market value for my vehicle deeming it not a total loss, and

  5. By Oklahoma legal definition repairs necessary for safe mechanical operation are to be applied to the 60% threshold, not aesthetic or non-essential cosmetic repairs, and 

  6. The method used to determine the value of my vehicle was not fairly evaluated. Calculations were used to reduce the market value comparisons which are not consistent with the alternate option provided under Oklahoma law, which is to replace a total loss vehicle. The ACV should mirror the fair market value of a replacement vehicle, with appropriate deductions. The ACV determined by Root, does not mirror the market value for my local market and applies unreasonable deductions.

  I accept Root's offer to remedy the situation, and look forward to communicating with them to find a resolution.

  
  With Kind Regards,
  
  ****** ******

  

  Business Response

  Date: 03/03/2025

  *************
  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.
  We cannot share specific details in this public forum, however as advised on the initial response the appraising and total loss departments reached out to the complainant on February 26, 2025 to address their concerns and has been in contact with her today, March 3, 2025.

  
  We have provided an explanation addressing their concern and are still working with the Complainant to resolve their claim.

  
  Yours truly,
  
  ********* ******
  Supervisor, Compliance Regulations
  Email: ***************************

  Customer Answer

  Date: 03/05/2025

  I accept the business's response to resolve this complaint. I appreciate their willingness to work through this with me. They maintained professionalism throughout the process, and remained understanding of the situation. I am grateful for the result and everyone's assistance through this difficult process.
  
  With Kind Regards,
  
  ****** ******

• Initial Complaint

  Date:02/25/2025

  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.

  Car accident on Jan 12 2025 in a parking lot near a ******************************, . We obtained a Video of the accident showing the other driver ran the stop sign and hit us. The insurance Co said it is 30 percent our fault for the accident and had to pay 30% of the deductible. I am not sure yet but if we are at fault the ****** will probably raise my payment. We can not understand even with the Video that it is not our fault at all. Please advise.

  

  Business Response

  Date: 03/03/2025

  See attached.

• Initial Complaint

  Date:02/20/2025

  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 had car insurance with this company for a couple of months and I sold my car so I decided to cancel my policy. Upon cancelling they charged me a remaining policy amount of $78.62 but the card on file declined. Mistakes happen and I was more than willing to pay them the money one a different card that would go through. I contacted them to have them recharge the new card on file to which they told me I would need to reinstate my policy in order to make any payments and if I did not do so I would be sent to collections. That should be illegal because it is unfair reporting if Im not given the option to pay what I owe. I reinstated my policy since I seemingly had no other option and I paid $298.64 to reinstate which included and 15 dollar reinstatement fee. After canceling the policy again because I dont even have the car anymore they said I would receive a refund but they refuse to refund the reinstatement fee. I want the fee refunded I dont care that its 15 dollars its the principal that they did not have a way for me to pay them exactly what I owed without having to pay for a policy that I was going to cancel immediately after. I had to basically loan them an additional 205 dollars because I now have to wait 3-5 business day to get that money back. This is terrible way to do business and I am incredibly disappointed with the way they treat their customers.

  

  Business Response

  Date: 02/25/2025

  February 25, 2025

  
  Via BBB Online Portal
  Better Business Bureau
  ********************************************************************

  
  Attn: ********* **********

  
  BBB File Number: 22969471
  Complainant:: Xen ******
  Insurance Company: Root Insurance Company
  NAIC #: 10974

  
  Dear Ms. *************************** you for bringing the concerns of Complainant Xen ****** (Complainant) to our attention. Root Insurance Company (Root or the Company) appreciates the opportunity to review this matter.

  
  We cannot share specific details in this public forum, however the *************************** reached out to the complainant on February 24, 2025 to address their concerns.

  
  We have reached a resolution.

  
  Yours truly,
  
  ********* ******
  Supervisor, Compliance Regulations
  Email: ***************************************************************************

• Initial Complaint

  Date:02/19/2025

  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.

  In or around December 4 of 2024 I inquired about an insurance quote for my 2020 Nissan rogue sport . After inquiries with a third party using my vehicle and credentials I was given a reasonable quote by root insurance. I paid them quickly and submitted the insurance paperwork to pen dot and proceed to drive and was pulled over by the police .

  Upon investigation and contacting pen dot my insurance was rejected.instead of insuring my vehicle root insured a vehicle with a similar make but a different year and model and different vin.

  Upon discovery of this issue I contacted and expressed my concern as well as outrage that the money I paid for services to my vehicle had went to insure another vehicle that I did not give information for nor own.

  The customer service agent assured me that this mistake would be resolved as long as I could provide a the letter from penndot denying my insurance. In February ******************************************************************* money for services not rendered.

  Root insurance is a scam

  

  Business Response

  Date: 02/25/2025

  February 25, 2025

  
  Via BBB Online Portal
  Better Business Bureau
  ********************************************************************

  
  Attn: ********* **********

  
  BBB File Number: 22963891
  Complainant: *********** *****
  Root Property & Casualty Insurance Company
  NAIC #: 24503

  
  Dear Ms. *************************** 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.

  
  We cannot share specific details in this public forum, however the *************************** reached out to the complainant on February 20, 2025 to address their concerns.

  
  Unfortunately, we have been unable to resolve the issue with the Complainant.

  
  Yours truly,
  
  ********* ******
  Supervisor, Compliance Regulations
  Email: ***************************************************************************

• Initial Complaint

  Date:02/18/2025

  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.

  I was in a 4 car head on collision, the person who made a neglectful decision that caused an almost deadly accident was insured by roots insurance.

  The company (Claim #LJ72T8GA) agent . **** ********, the claims expert assigned to this claim. Has been unable to communicate truthfully and effectively.

  The accident happened on 1/30/25 I had been trying to *** this agent since 1/31:25, I requested to speak to a supervisor, the vehicle was totaled , it had been cleaned of any person belonging signed away for the insurance company to recover the vehicle, since the day of the accident. I have records and recording of the communication between the lot company and myself.

  it took almost a week for anyone from roots to respond allowing the charges of storage to add up to over $1000 which roots refused to pay for. The company lacks the precessional demeanor of effective communication and drags their feet with trying resolve matters, without a court order, this company needs to be investigated.

  And whatever court proceedings I need to file, I will.

  

  Business Response

  Date: 03/03/2025

  See attached

• Initial Complaint

  Date:02/17/2025

  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.

  I called Root Auto Insurance and asked them to send a form ***22 to the Division of Driver's License on 2/20/2025. I was told that it would take between 5 -7 days. I told them it was urgent because my driver's **cense was suspended until that for was ******* has now been 7 days, and they have now said that it can take between 5 - 10 days. My registration has now been suspended as well. It is urgent that this be resolved asap for many reasons. I have read their reviews, and it seems that they are very slow or nonresponsive in replying to customer's needs. I want to make sure that my issue gets resolved. I cannot get a different insurance without having a current drivers **

  

  Business Response

  Date: 02/24/2025

  February 24, 2025

  
  Via BBB Online Portal
  Better Business Bureau
  **************
  ******************
  Attn: ********* **********

  
  BBB File Number: 22951856
  Complainant: ***** *****
  Insurance Company: Root Insurance Company
  NAIC #: 10974

  
  Dear Ms. *************************** 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.

  
  We cannot share specific details in this public forum, however the *************************** reached out to the complainant on February 18, 2025 to address their concerns.

  
  We have reached a resolution.

  
  Yours truly,

  
  
  ********* ******
  Supervisor, Compliance Regulations
  Email: ***************************************************************************

  Customer Answer

  Date: 03/07/2025

  ***** ***** <*************************>
  11:50 AM (14 minutes ago)
  to disputeresolution
  
  To Whom it May Concern:
  
  I am responding to the email that I have received today concerning the complaint I made against Root Insurance. 
  
  I would have responded earlier, however; the email that you had sent had asked me for documents and things that I did not have and I could not fill out the forms as asked. 
  
  Almost the day of or the following day that I made the complaint, Root insurance provided the paperwork necessary to the ************************ so that I could regain my license to drive.
  
  That being said, I still think that it was a huge disservice to me to have my license suspended for that amount of time. I think they need to work on speeding up their process. 
  
  I hope this helps you process the case. Apologies for the delay.
  
  Best,
  ***** *****

• Initial Complaint

  Date:02/13/2025

  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 WAS IN A CAR ACCIDENT ON 2/11/2025, FILLED A CLAIM WITH ROOT INSURANCE. WHEN I SETUP MY INSURANCE WITH THEM I HAD COLLISION/COMPREHENSIVE ON MY POLICY. TODAY, 2/13/25, THEY ARE TELLING ME I DO NOT HAVE COVERAGE. I SHUT IT OFF. I HAVE A LOAN ON MY VEHICLE, THAT IS ILLEGAL. SO NOW IM STUCK WITH A $9000 DOLLAR CAR THATS TOTALED THANKS ROOT.

  

  Business Response

  Date: 02/21/2025

  February 14, 2025
  Via BBB Online Portal
  Better Business Bureau
  **************
  ******************
  Attn: ********* **********
  BBB File Number: 22938398
  Complainant: ****** ******
  Insurance Company: Root Insurance Company
  NAIC #: 10974
  Dear Ms. ******************** 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.

  
  We cannot share specific details in this public forum, however the ***************** reached out to the complainant on February 14, 2025 to address their concerns.

  
  Unfortunately, we have been unable to resolve the issue with the Complainant.

  
  Yours truly,
  
  ********* ******
  Supervisor, Compliance Regulations
  ***************************************************************************

• Initial Complaint

  Date:02/04/2025

  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.

  We pay our car insurance every month and are great customers but when we had an accident recently, our insurance company, Root, tried commiting insurance fraud by deducting repair shop costs from our settlement. This is illegal in *******. When I brought this up, the lady said she's been doing this 15 years and she has no idea what we are talking about.

  

  Business Response

  Date: 02/10/2025

   

   

  February 10, 2025 

  Via BBB Online Portal 

  Better Business Bureau 

  *******************;

  ********, OH 43215 

  Attn: ********* McLaughlin 

  BBB File Number: 22899288 

  Complainant: ******* Davies 

  Insurance Company: Root Insurance Company 

  NAIC #: 10974 

  Dear *** **********: 

  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. 

  We cannot share specific details in this public forum, however the ********************* reached out to the complainant on February 7, 2025 to address their concerns. 

  We are still working with the Complainant to resolve their concerns 

  Yours truly, 

  Jaso Arc 

  ****** Arcos 

  Compliance analyst 

  
  

• Initial Complaint

  Date:02/04/2025

  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.

  I am writing to formally address an issue I encountered with Root Insurance following a no-fault accident involving a deer. Upon initial contact with ****** from Root Insurance, I was informed that I did not have roadside assistance coverage for towing my vehicle to my home address. However, after further discussion with a manager named ******, I was advised that I do, in fact, possess towing coverage.

  Since the accident on December 19, 2024, my vehicle has accrued daily storage fees, and I have been unable to have it towed to my residence. Despite the claim adjuster providing incorrect information to both the towing company and myself, Root Insurance has refused to cover the towing and storage expenses.

  It is my belief that Root Insurance is obligated to pay for the tow to my residence, as well as the associated storage fees that continue to accumulate. My insurance policy clearly stipulates towing coverage, and I expected to utilize this benefit as outlined in my declaration of ************************* is disheartening to observe that Root Insurance is not taking responsibility for the errors made by their employee, thereby placing the burden on me, a loyal customer who has consistently paid premiums.

  Furthermore, I found both employees with whom I interacted to be unprofessional, and it is evident that the issue stemmed from their miscommunication. I respectfully request that the company take accountability for this situation and rectify it promptly

  

  Business Response

  Date: 02/10/2025

  February 10, 2025 

  Via BBB Online Portal 

  Better Business Bureau 

  *******************;

  ********, ** 43215 

  Attn: ********* McLaughlin 

  BBB File Number: 22897770 

  Complainant: **** Costa 

  Insurance Company: Root Insurance Company 

  NAIC #: 10974 

  Dear *** **********: 

  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. 

  We cannot share specific details in this public forum, however the ***************** reached out to the complainant on February 4, 2025 to address their concerns. We were able to provide a more detailed explanation of what coverages were selected and what that means for any resolution of his claim. 

  Yours truly, 

  ******** Brigg 

  ********* Briggs 

  Supervisor, Compliance Regulations