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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My premium is currently $472 per month for auto insurance. On July 1 3th I filed an auto theft claim. I was told that I would be authorized to receive a rental within 48 hours of my claim. Root uses the excuse that I forgot to pay on July 7th but paid on July 8th as an excuse to delay my claim.
2 representatives stated that a rental would be provided and I have none. The one I have had to date, I paid. I also notified Root that a police department in another county located the vehicle. I gave them contact information regarding the discovery and Root is still "investigating" and saying they are waiting on a police report.
if this is the case, why even request a DC# I do not have faith in this carrier and I am very concerned.
Business response
07/22/2024
*****************
Thank you for bringing the concerns of Complainant Ms. ***** ********* (“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 claims department reached
out to the complainant on July 19, 2024 to address their concerns.
We have reached a resolution.
Yours truly,
********* ******
Supervisor, Compliance Regulations
Email: ***************************Customer response
07/23/2024
The car has not been towed and I reported it's location one week ago.
Regards,
***** *********Initial Complaint
07/01/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
BBB transcribed from hard copy complaint form received as transfer from Akron BBB:
Root Insurance - dodged paying off this car for months. I co-signed for car for my sister - she lost job on 8-27-23. She filed bankruptcy on 9-22-23 / 12-13-23. I paid two payments 842/00. Each then car was totalled on 10-9-23 it's just this insurance should have paid this car off no later then 11-9-23. Instead they kept them jumping through hoops, checking phone records & other being to to find out all call ******* ************ - I've lost half of my hair from all the stress.
Business response
07/01/2024
July 1, 2024
Via BBB Online Portal
Better Business Bureau
**************
******************
Attn: ***************************************
BBB File Number: 21925783
Complainant: ***********************
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 ***************** resolved
the complainants claim back on January 22, 2024.
Yours truly,
*******************************
Supervisor, Compliance Regulations
Email: *********************************************Initial Complaint
06/27/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I try to obtain insurance and root insurance was recommended by VIU by HUB LLC. I pay the insurance on June 25 2024 in the amount of $174.17 after I further review the insurance policy I didn't agree with the monthly payment because I was supposed to pay less. I complaint to root within 24 hours of the policy and request a full refund, they refuse and only return$155.27 so $18.90 still missing and my bank claims root never sent $174.17 . I did not receive what I expected I canceled within 24 hours I'm entitled to a full refund. We can go to the U.S District Court if they refuse to refund the full amount immediately partial it's not acceptable.Business response
07/02/2024
July 2, 2024
Via BBB Online Portal
Better Business Bureau
**************
******************
Attn: ***************************************
BBB File Number: 21911437
Complainant: ********************* ********
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 Customer Service
department reached out to the complainant on June 27th, June 28th and July 1 to address their
concerns. The complainant has been provided with a full explanation as to the companys
position.
*******************************
Supervisor, Compliance Regulations
Email: *********************************************Customer response
07/11/2024
[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
06/19/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
We filed our root claim in May after a major hail storm in the ******, ** area.They farmed out our insurance to ****************** Mutual insurance Company. ***************** farmed it out to a company called Afics.Since we have filed our claim (it is now June 19 at time of writing, We have had a lowball coverage quote with checks sent to us. Then our adjustor went missing and no one notified us.We had to call to get a new adjustor - her name is ***************************. Upon my first call with ******* - she told me to get a documented report from a contractor - which we did. 5 days ago our contractor sent their documents to *******.I contacted ******* today and she had not read any of the emails. She took one look at the email (while we were on the phone) and said "this looks like normal wear and tear" - it is not. We also have it documented that the other parts of the house (covered patio etc) that were not hit with hail look totally fine.We have requested to speak with a manager and ******* told us they would call us. She also has the wrong phone number to contact us - which Root definitely has our correct phone number.This is for ************************* our claim number is ***********Business response
06/20/2024
June 20, 2024
Via BBB Online Portal
Better Business Bureau
**************
******************
Attn: ***************************************
BBB File Number: 21874525
Complainant: ***********************
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.
As a threshold matter, the Complainants concern is the handling and the settlement offer for
their Homeowners Claim. The Complainant has an Personal Auto Policy with Root, to which
they bundled a Homeowners policy.
The Homeowners policies are solely underwritten and administered by Homesite Insurance
Company. All claims services are also solely handled by Homesite. Based on the above, this
complaint should be sent to Homesite for review and response as Root Insurance Company
does not have any information as to the underwriting or claims handling regarding this loss.
If you have additional questions or require additional documentation, please contact the
undersigned.
Yours truly,
*******************************
*********************************************
************Customer response
06/21/2024
[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
06/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I've been paying my insurance on time for a while now. All of a sudden root moved my due date to the 19 instead of the 20 and are going to charge me a late fee...this is absurd, if this keeps up I'll change insuranceBusiness response
06/26/2024
June 26, 2024
Via BBB Online Portal
Better Business Bureau
**************
******************
Attn: ***************************************
BBB File Number:
Complainant:
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 Customer Support
department reached out to the complainant on June 21, 2024 to address their concerns.
We have reached a resolution.
Yours truly,
*******************************
*********************************************
************Initial Complaint
06/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I filed a claim March 05,2024 I didnt get a rental car from insurance until April 17,2024. I expected my car to be getting body work but come *** they tell me my cars totaled. So now its been a month and Im paying out pocket thousands of dollars for a rental Car and paying insurance on a car I no longer have to drive. Now my total loss adjusters returns none of my calls or emails to just even keep me in loop. Im literally paying hundreds on a rental car. When I shouldve got a total losss check already. Im just at hope that my adjuster calls me with some information. Or about my check. I signed the car over also.Business response
06/25/2024
June 25, 2024
Via BBB Online Portal
Better Business Bureau
**************
******************
Attn: ***************************************
BBB File Number: 21872175
Complainant: *************************
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 Total Loss
department reached out to the complainant on June 24, 2024 to address their concerns.
We are still working with the Complainant to resolve their concerns
Yours truly,
*******************************
*********************************************
************Initial Complaint
06/18/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 5/17/2024 I attempted to purchase a vehicle at a dealership and bought an insurance policy as needed to bring the car home. I was debited $242.98 for that policy. I was unable to purchase that vehicle and immediately canceled the policy online through the company's app. per their disclaimer I would be refunded in 2-3 business days.
I did however purchase another vehicle that day and again bought a policy from Root Insurance. I was debited $285.27 for policy #R82ZK8. This policy was explained to be a "test drive", to gauge my driving habits and the final rate determined after a month. I waited until 5/22/24 to email The Root company to inquire about the refund.
The Root Support replied, because I added collision to the car I ended up purchasing that they used the original money towards my new policy. That would make a total for a "test drive" $528.25 which was not the agreed rate at the time of purchase.
I than called the company, I spoke to someone in the customer service department. I explained I didn't authorize the transaction of $242.98 be applied to anything. They could not supply me with any answers after 3 hours on hold, the agent just said she was sorry that happened and there was nothing else anyone could do.
I decided to wait to see the score card that would be provided after the "test drive" to see if that was indeed applied to my deductible, it was not.
On 6/1/24 I received a score card via email that showed a favorable score of 7 out of 10, on 6/5/24 I received another email stating I failed the "test drive" and as of 7/20/24 my policy was canceled.
I again called the company with no real explanation.
On 5/17/24 I was debited yet again from my bank account an additional $320.12 from Root Insurance that was not authorized.
I called Root yet again and asked that they send me an itemized receipt at that point for the transactions.
I was than emailed a Policy Declaration stating charges for coverage from 5/17/24 - 11/17/2024. That's when I contacted BBB.
Business response
06/21/2024
June 21, 2024
Via BBB Online Portal
Better Business Bureau
**************
******************
Attn: ***************************************
BBB File Number: 21867507
Complainant: *****************************
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 **************** department
reached out to the complainant on June 18th and 19th and provided a comprehensive
explanation to address their concerns.
Yours truly,
*******************************
Supervisor, Compliance Regulations
Email: *********************************************Customer response
06/21/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 21867507
I am rejecting this response because: I was not refunded the correct amount and I am u sure where they got the refunded amount from.
Regards,
*****************************Initial Complaint
06/18/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Root insurance delayed claim processing, closed claim without honoring full coverage insurance policy, lied about granting an immediate tow reimbursement, failed to uphold policy agreement and coverages for rental agreements and made an its your fault claim to not cover my vehicles repairs or compensation for its value- then doesnt return calls, emails, just ghost you.Business response
06/20/2024
June 18, 2024
Via BBB Online Portal
Better Business Bureau
**************
******************
Attn: ***************************************
BBB File Number: 21866445
Complainant: *************************
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 June 18, 2024 to address their concerns.
We are still working with the Complainant to resolve their concerns.
Yours truly,
*******************************
*********************************************
************Initial Complaint
06/18/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Root insurance has committed fraud twice refuses to admit wrong doing and dodges calls from both myself and my husband but when call from a private number they answer have not paid for comprehensive issue with car and has not even put us in a rental till car is fixed we pay full coverage and pay for rental and nothing they change there policy rules and we now have had 4 different claims adjusters since the accident each one has a different hoop to jump thru I have proof of everything from the beginning.Customer response
06/21/2024
So I filed a claim with my insurance company which they finally accepted after the first complaint I did on here but they have committed fraud twice and they are only paying for the work thats already been done to my car. My car needs a new motor because the damage was extensive if they would read the documents fully they would have seen that but they only read the first 3 lines and consider that good enough. They do not communicate anything to me I only hear from them when a disicsion is made. They dont answer the phone for me unless I call from a different number and put me on hold when I tell them who it is calling I pay for full coverage Ive never missed a payment or been late on a payment and I expect them to have my back not put me on trial.
Make sure my car is fixed fully or total it outBusiness response
07/01/2024
July 1, 2024
Via BBB Online Portal
Better Business Bureau
**************
******************
Attn: ***************************************
BBB File Number: 21865695
Complainant: *************************
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 June 18, 2024 to address their concerns.
We have reached a resolution.
Yours truly,
*******************************
Supervisor, Compliance Regulations
Email: *********************************************Customer response
07/03/2024
[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
06/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I filed a claim with Root, January 22, 2024 and after waiting to be told I could take it to a repair shop for weeks, I was finally able to get it in April 22.
No one contacted me to let me know an additional claim had been sent to insurance, I had to call between the auto body shop and insurance to get the information only to find out they decided it was going to be a total loss. I was mailed 1 document to sign which released my jeep to a third party.
They decided I would be getting ****** minus the 500 deductible, this was decided May 6th, May 15th I had to remove the jeep from my policy because they were going to keep charging me full coverage.
I have since gotten a letter from Capitol One wanting to know what it taking so long and they have threatened to send it into collections even though I am still making the monthly payments. I have been trying to get in contact with ********************* ************** for 2 weeks, I have sent multiple emails and phone calls, I just got off the phone with customer service and was told I can't get someone else and I have to basically wait until she wants to do her job for me to get a resolution.
They have taken possession of my jeep and have since transferred ownership to a junk yard.. I want them to fulfill there obligation and send the payments they came up with to Capitol one and to myself.
Business response
06/18/2024
June 18,2024
Via BBB Online Portal
Better Business Bureau
**************
******************
Attn: ***************************************
BBB File Number: 21840089
Complainant: *****************************
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 Total Loss Manager reached
out to the complainant on June 17th, 2024 to address their concerns. We are still working with
the Complainant to resolve their claim.
The Manager will also maintain a follow up on the claim to ensure it is resolved promptly.
Yours truly,
*******************************
Supervisor, Compliance Regulations
Email: *********************************************
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Contact Information
Customer Complaints Summary
315 total complaints in the last 3 years.
131 complaints closed in the last 12 months.