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:05/06/2025

  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.

  I have made a previous complaint about this business and their business practices. Please refer to the previous complaints ( ******** and ********) They have made it impossible to log in, or modify my account and I need it cancelled and NOT auto-renewed. They claimed that I could contact them by phone and get a resolution which I did, and they promised that my account would be cancelled which should be the end of the story, but today I got another email from them saying they “received a request for cancellation but evidently it isn’t cancelled after all, despite their assurances otherwise on the phone. This is just as I suspected would happen as I noted in the previous complaint that I only found the resolution offered through BBB to be satisfactory ON THE CONDITION that they fulfill their promise. My option of this company’s business practices and shady dealings has not changed, therefore, although I accepted the resolution offered, it was CONTINGENT UPON ITS ACTUAL FULFILLMENT which it now seems evident, just as j suspected, to have not occurred despite their promise to me on the phone the policy would in fact be canceled and not renewed This company does not do business in a manner that I feel is appropriate or acceptable. There are still serious questions about their business dealings with regard to online account access, and I believe any potential customers would to well to find another insurance provider that is reputable.

  Business Response

  Date: 05/07/2025

  Dear *** ******,

  Thank you for contacting us.  The customer portal you are referencing is managed by our insurance carrier, ***, and not by ePremium.  We found the email that you sent but it lacked enough information to properly cancel your policy, so an email response was sent asking for additional information, but we did not see a reply.  We found no record of a phone call made to ePremium, but we did find a record of a call made to ***.  The notes on your policy from *** show that your policy has been cancelled at your request with a cancellation date of 5/31/2025.  If this cancellation date is not accurate, please contact *** or ePremium to make an update.

  Regards,

  Rob V********

  ePremium Insurance Agency

  Customer Answer

  Date: 05/07/2025

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me ON THE CONDITION that they fulfill their promise. 
  Again, my acceptance of the resolution offered is contingent upon its actual fulfillment. 
  
  
  My option of this company’s business practices and shady dealings has not changed.
  This process has been more involved than necessary and only (potentially) resolved after my contacting the BBB.
  They made no good faith effort to resolve this situation without the involvement of the BBB.
  
  
  This company does not do business in a manner that I feel is appropriate or acceptable, so 
   I’m not happy simply with the resolution BUT I will accept it IF they fulfill their promise, which I will be unable to verify until I see that the policy is not autorenewed at the end of the month.
   There are still serious questions about their business dealings with regard to online account access, and I believe any potential customers would do well to find another insurance provider that is reputable.
  
  
  Regards, 
  
  ***** ****** 
  

• Initial Complaint

  Date:03/18/2025

  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.

  In November 2024, I contacted my renters insurance ePremium Insurance (InsuranceAgent where I purchased the policy)*********** ********* Insurance (Insurance Company I was transferred to) /******* ******** Insurance, then ********* is to file a claim, as my property had been stolen. I was then contacted by ****** ******* from ******** Insurance Claims. I went through the process and submitted the documents that she requested. In January 2025, she told me that I would be getting a check in the mail for my claim. Meghan ******* - FL License #: ******* Self-Appointed **** ****, Qualified Manager *** License Number: *******) ******** ********* ********** *** (** License Number: *******) ******** ****** ********** *** (** License Number: *******) I've called them about 5-7x since January 2025. No responses via email, phone, etc. ****** said my check for my claim would be in the mail in early January. I haven't received a check yet. It's feeling like fraud as I haven't received a response since January and still no check in the mail. No response from the claims representatives and no contact from her supervisor. No response from any of these emails. I've given my updated mailing address, nothing. The customer service lines are not helpful. The claims line said there is nothing they can do about it. I've just been ghosted. I'm seeking the money that is owed to me.

  Business Response

  Date: 03/31/2025

  Hello *** ********,

  ePremium is the insurance agency and all claims are handled by the carrier.  We informed them of the issues you were having with your claim and have been told that your situation has been resolved.  If there is anything more we can do to help please contact us at ###-###-#### or at *************************

  Thank you for your business.

  Rob V********

  ePremium Insurance Agency LLC

   

• Initial Complaint

  Date:12/25/2024

  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 keep getting emails about my policy expiring when it's valid. I get my policy from ******** and if you check with them my policy never lapsed but I get emails about uploading a new policy every few months because Epremium was supposedly notified my policy was canceled. These miscommunications have caused penalty fees for not having insurance when I did. The same thing happened 2 of my neighbors as well. Epremium gets notified when the policy payment is late but never notified if the policy was paid and active. I tried reaching out via phone and email with no response. This seems very predatory. I am also on Section 8 and have notified them but the landlord refuses to respond to their emails as well. Next step is small claims court. Epremium needs better methods to verify these policies and put more support staff in place to deal with such issues. Thank you for your time.

  Business Response

  Date: 01/13/2025

  Dear *** ********,
  
   
  
  This is in response to the complaint you filed with the BBB on 12/25/2024 regarding notifications about a lapse in your insurance coverage and fees charged by the property.  Our notes show that notices of cancellation were sent by your insurance company on 10/12/2024 and on 11/18/2024. Reinstatement notices were sent on 11/28/2024 and on 12/17/2024.  The receipt of each of these notices is 5-15 days after they are mailed via USPS.  In addition to these, our notes show that the policies that were submitted for review were older versions of the policy that were dated after a cancellation date. 
  
   
  
  A member of our team has reached out to you to explain the timing of notices and help you to ensure compliance with your property’s expectations.  The fee(s) a) was not charged by ePremium, b) was not an insurance premium or fee(s), and c) is a contractual matter between you and the property manager.
  
   
  
  Rob V********
  
  VP of Insurance Operations
  
  ePremium Insurance Agency

  Customer Answer

  Date: 01/14/2025

  Resolved, thanks

• Initial Complaint

  Date:12/20/2024

  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.

  My apartment complex works with a third-party agency, ePremium, to document proof of insurance. Recently, ePremium received a notification stating that my insurance policy was “pending cancellation/expiration” and charged a $50 fee to the apartment complex. However, ePremium never received confirmation that the policy was canceled or reinstated and refuses to reverse the fee. My policy was never canceled, and I have proof of payments made to my insurance company. This is an unacceptable business practice, as it unfairly penalizes residents and pockets their money. I am demanding a resolution to this issue!

  Business Response

  Date: 01/14/2025

  Dear *** *****,

  This response is regarding the compliant you filed with the BBB on 12/20/2024 regarding a fee charged by your property and the notification that your insurance policy had lapsed.  We reviewed the notes on your file and found that the notification(s) from your insurance company were delayed and caused it to appear that your policy had lapsed.  We have noted that your policy did not have a lapse in coverage, and we were told that the property has provided you a refund for the fee that was charged.  The $50 fee a) was not charged by ePremium, b) was not an insurance premium or fee, and c) is a contractual matter between you and the property manager.
  
   
  
  If you have any further issues, please contact us at [email protected] or ###-###-####.
  
   
  
  Rob V********
  
  VP of Insurance Operations
  
  ePremium Insurance Agency.

  Customer Answer

  Date: 01/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *****
  

• Initial Complaint

  Date:12/01/2024

  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.

  To whom this may concern, I was told that my renters insurance was about to expire and to submit proof through the epremium website. I have uploaded everything required for my apartment but was told that they never received the information. I was very confused because I have uploaded everything required twice. I’m not sure why they aren’t receiving my uploaded documents if we are using epremium website as instructed. In addition this is causing a $50 charge to be added to my account.

  Business Response

  Date: 12/02/2024

  Dear *** ******,

  ePremium provides services to track and monitor insurance policies held by tenants of the property but ePremium has no control over the terms of the lease agreement between the you and property manager. Any fees that you may have been charged are (a) not charged by ePremium, (b) not an insurance premium or fee, and (c) is a contractual matter between you and the property manager. 
  
  If you send an email to *****************************, we would be happy to review the notes on your policy to see what may have happened during the policy review process.
  
  Regards,

  Rob V********

  VP of Insurance Operations

  ePremium Insurance Agency, LLC

• Initial Complaint

  Date:11/27/2024

  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.

  This insurance company is in conflict of interest by handling the administration of third party insurance policies for residential property owners. As a competitor in the insurance business they are forcing coercing tenants with their own insurance to use them for policy review. Failure to meet their terms results in compliance fees equivalent to the monthly cost of an insurance policy. Only a property owner or neutral party should administer third party insurance policies. The role and actions of this company resembles collusion or racketeering.

  Business Response

  Date: 12/02/2024

  Dear Mr. ******,
  
  ePremium provides services to track and monitor insurance policies held by tenants of the property but ePremium has no control over the terms of the lease agreement between the tenant(s) and property manager. There is no requirement that a tenant purchase insurance coverage through ePremium.
  
  Regards,

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

  VP of Insurance Operations

  ePremium Insurance Agency, LLC

   

   

  
  

  Business Response

  Date: 12/16/2024

  Mr. ******,

  ePremium supplies a service to your property manager. Please contact your property manager directly to discuss your concerns.

  Regards,

  R** *********

  Customer Answer

  Date: 12/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  The business is trying to make it appear the issue is with my landlord. Since the business is interacting directly with third parties (residents) who signed no legal opt in become clients of their online tools and requiring interaction that failure to comply will result in penalties imposed by them, they are indeed the responsible party. 

   

  The business's product appears is designed to insert itself between the landlord and tenant without any agreement from the tenant and no manual alternatives as required. This abuses consumer rights.

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

• Initial Complaint

  Date:09/05/2024

  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’m being charged $50 for not having renters insurance when I do. I have the same provider. Never a lapse in coverage at all. Old coverage and new coverage date is the 24th of August. Showed it to the leasing office, but didn’t want to help. I live at *** ******** at ***** ******.

  Business Response

  Date: 09/20/2024

  Dear *** ****,
  
  We have reviewed the complaint you filed with the BBB.  ePremium provides a service to the property manager to validate and monitor insurance policies for their tenants. Our notes show that your insurance policy with Lemonade, was scheduled to expire on 8/24/2024. In advance of this, emails were sent to you noting the future expiration date and included instructions to upload proof of insurance if the policy renewed. You uploaded proof of insurance on 8/26/2024 which was noted to be active.  Subsequently, the property charged a $50 fee as you noted in your BBB complaint received on 9/5/2024.   The $50 fee was not charged by ePremium, and we recommend that you discuss this matter with your property manager.  If we can help further, please call ###-###-#### or send an email to [email protected].
  
  Sincerely,
  Robert V********
  VP of Insurance Operations

• Initial Complaint

  Date:05/02/2024

  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 received fraudulent charges on my rental account from ePremium. They claim that my renters insurance policy was cancelled and fraudulently charge my apartment complex account for the month they received the letter and the next month. They appear to have access to the property accounting system. When I called, the ePremium representative said they received a notice that a cancellation was pending and based on that, they billed me. She let me know that they never received an actual cancellation notice. The policy was never cancelled, as the notice stated it was pending. I have never had a break in insurance. I received notification from them after they fraudulently charged my account $30.00 (15.00 for April, 15.00 for May). Since that time, proof of continuous coverage has been uploaded to their portal and but I have not heard back from them regarding this. I am requesting a full refund and apology.

  Business Response

  Date: 09/19/2024

  We have received your feedback regarding multiple charges from ********** ********* ********* *** (***).  This was due to an inadvertent *** internal system billing error that was corrected. *** assured us that your personal and financial information was not compromised. ePremium was not involved in or aware of this billing error when it initially occurred but coordinated with *** to rectify the situation promptly. 
  
   
  
  We sincerely apologize for the inconvenience you may have experienced. *** has provided a refund.  If you incurred additional fees as a result of this issue that your financial institution did not reverse, please email ***** customer support team at ************************** and *** will reimburse those amounts, including any overdraft fees or similar penalties you might have incurred.
  
   
  
  Once again, we apologize for any inconvenience this may have caused.

   

  Rob Vendramin
  VP of Insurance Operations
  LICENSE NO. 8271787 – P&C, L&H, Surplus Lines

• Initial Complaint

  Date:04/19/2024

  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.

  Near the beginning of March, 2024 I received an email from ePremium Insurance Agency, LLC. This was just after I was approved for a lease for the apartment that I have now moved in to. When I was first meeting with the leasing agent at the ********** ******* apartment complex leasing office, she informed me that I was required to obtain a renters insurance policy before I could move in. She told me that I could either find my own policy or use their company policy. For this reason, I was not at all surprised when I received an email from ePremium Insurance under the ********** ******* letter head congratulating my on my lease approval, and informing me that the next step was to obtain renters insurance. This email also stated outright that they were the renters insurance provider for my apartment complex. I called the 800 number listed in the email to set up a policy. The agent with whom I spoke asked when I wanted the policy to go into effect. I remember asking them if it was correct that I couldn't move into my apartment until the policy was in effect, and they told me that that was indeed the case. I set the policy to start on the 15th of March, and called my leasing agent and told her that was when I would be signing the lease and moving in. When I met her in the office on that date, I told her that I went with their company policy, and had already paid the full year's renter's insurance fees of $256 in advance. She seemed alarmed by this statement, for she immediately informed that they did not use an outside renters insurance company, and that if I wanted to use their policy, they just added more to the monthly rent. She later informed me that ********** ******* has some loose agreement with ePremium, but ePremium's insurance policy is only for personal belongings and completely optional. This is however not at all what ePremium's email reflected, or what was conveyed to me in the phone conversation with their agent.

  Customer Answer

  Date: 05/14/2024

  Better Business Bureau:

  
  
  I received a call from an ePremium Insurance customer service supervisor (Rob R), assuring me that my account with them was closed, and that my money was refunded in full.  They also emailed me a receipt of this refund, which is also reflected in my bank statement.  Therefore, as far as I am concerned, no more direct action is required through BBB in resolving this issue.
  
  However, the explanation that Rob provided does not account for the misrepresentation of the insurance policy in question, or their claims of being my apartment complex's exclusive insurance provider.
  
  Moreover, Rob downright lied to me about why there was confusion between ePremium and ********** ******* about their business arrangement.  He told me that just a week after moving into my apartment, and my insurance policy with ePremium went into effect, ********** ******* cancelled the agreement with them. 

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

• Initial Complaint

  Date:04/03/2024

  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’m being charged $50 for not having renters insurance when I do. I changed providers. Never a lapse in coverage. I live at Wellington Place.

  Business Response

  Date: 04/19/2024

  Hello Ms. ******* 

  Since your complaint t appears your apartment community has refunded the 50$ charge for not having coverage.  The timing of submission did overlap but you did not have a lapse in coverage.  If there is anything else we can help you with please contact customer service at ************ or email **************************

   

  Best Regards, 

  ****** ****

  Customer Service Manager

  ePremium Insurance Agency, LLC