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:05/30/2024

  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 have been a customer of this business since I was 16 years old. I am now 28 for reference.

  I have recently filed my first auto claim due to an non-insured non-at-fault accident. I called as my rate has gone up within the last 2billing cycles and I was not made aware that the amount auto-debited from my account would be increasing and ask when I was to have been informed this was changing.

  When I called ***** Mills Insurance on 5/30 I was spoken to by ****** who claimed to be an agent and have no other authority available to speak with me after interrupting me during my explanation of call and then processing to laugh at me, may snide remarks and ask me "what I was going to do about it".

  I still didnt get an answer why my bill when up, when the notice should have went to me and a resolution to my issue.

  I asked if I could switch insurance companies with an active claim pending and she further seemed to think she needed to be disrespectful to me about it after repeatedly telling her she didnt need to talk to me that way.

  Business Response

  Date: 05/31/2024

  *****, we apologize that you had an unfavorable interaction with our office yesterday. We pride ourselves on our customer service and over the last 50 years of business, we have been praised for our reliable, dependable and courteous staff.  We have addressed your complaint with all of our staff members so we can better serve you and our numerous insureds. 

  We do not take price increases lightly.  But like most companies today, we continue to face increased costs of doing business. We know customer's are facing rising costs too.  We do not strive to be the cheapest, but we do strive to always be better, in a way that balances cost with our efforts to be as near perfect as humanly possible.  

  Our owner will call you to discuss your concerns and see how we can further assist you. 

  Customer Answer

  Date: 06/07/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21781236
  
  I am rejecting this response because: The owner did in fact reach out to me. He gave excuses as to why the company was "a pillar of the community" but not as to why I was treated so horribly by their staff members. I want to make it clear, I am not arguing or upset that the rate increased. I am upset that I was not notified of the increase prior to the $20 price hike being auto-deducted from my checking account. I simply called to ask one, why it increased, two when/of communication was sent about this and three, if a copy could be emailed to me for my review. That's ALL I wanted. As a consumer I have the right to know the breakdown of my policy and the right to know in advance that my rate will be changing. 

  I would also like to add for detail reference of this case that I recently filed my first accident claim due to a non-at-fault accident on my part however the other driver is underinsured. Ever since I have filed the claim Erie Insurance has been nothing but rude to me with every interaction I have had with them outside of my initial reporting of incident.
  

  When I explained this to the owner ***** Mills he proceeded to dance around the subject, tell me how long they have been in business with great standing and asked me if I had contacted my mail carrier. My response to him was "No sir, I did not contact my mail carrier to ask if your company had sent me a letter regarding my auto insurance policy that I was not aware at any time was being sent to me." Again, he proceeded to dance around the issue and never once offered to resend out the breakdown or simply email it to me. Which was what I wanted this entire time.

  Simply put, Erie Insurance did not notify me the consumer in advance of the rate change to my auto insurance policy prior to deducting the increase rate from my checking account. When asked for a policy breakdown it was not provided until I called and spoke to 3 separate people. *********************** from their office did end up providing it to me. I would like them held accountable for their failure to notify and their horrible treatment of me as a customer. Specifically the treatment from ****** (mentioned in my initial complaint) who asked me "what I was going to do about it".

  Regards,
  
  *******************

  Business Response

  Date: 06/12/2024

  The owner contacted you on May 31, 2024 regarding your complaint. You were not interested in discussing the matter, you continually talked over him and cursed at him. He was trying to explain that we discussed your concerns with the entire office. He also tried to explain that your rates increased due to inflation.  Your response is that you 1) wanted us to fire an employee and 2) you wanted free insurance or you were going to "ruin him on social media".  Before he could respond to your illegal and unethical request, you disconnected the call. 

  While we are unable to switch insurance companies for you, we were able to move your account to the carrier. Therefore, this issue is resolved since your account will now be serviced directly by the carrier rather than our office.