Complaints

This profile includes complaints for Western Reserve Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Western Reserve Group has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Western Reserve Group

  2865 Benden Dr Wooster, OH 44691

  
• 

  Western Reserve Group

  P.O. Box 36 Wooster, OH 44691-0036

  

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:04/06/2025

  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.

  Absolutely unacceptable and unethical business practices. This company fraudulently charged my account without authorization after I cancelled my policy due to their negligence and irresponsibility, and when I contacted them for answers, I was met with vague responses and zero accountability. Even worse, they allowed unauthorized individuals— ****** city officials with no legal right or connection to my policy—to access my information and make amendments. This is not just a breach of trust, it’s a serious violation of privacy and possibly the law. How can an insurance company justify letting random third parties tamper with someone’s policy? There was no verification, no consent, and no transparency. When I demanded clarification, I was passed around from department to department, and no one seemed to care about resolving the issue. I would strongly advise anyone considering this company to look elsewhere. If this is how they handle sensitive information and finances, I’d hate to see how they respond in an actual emergency. Stay far away.

  

  Business Response

  Date: 04/10/2025

  [[BBB transcription via email]]

   

  We are in receipt of the above-mentioned complaint.  In the complaint the customer indicated that charges were made fraudulently to their account without authorization. 
  
  The customer is aware that he signed an Electronic Funds Transfer Enrollment Form. The customer is further aware that the payment, authorized by him, for his policy
  
  premium was returned NSF.  Not once, but twice.  With no payment for the policy’s premium that was due, the customer was sent a Notice of Cancellation – Returned
  
  Check letter giving him time to make a replacement payment for the one that was returned.  The customer did not make the requested payment; therefore, the policy was
  
  canceled for non-payment.  There has been no response to any correspondence sent to the customer.  We are not aware of the customer’s information being provided to
  
  any ****** City officials or any other individual making amendments to the policy.  The proper forum for discussing these concerns would be with the customer’s insurance agent.

• Initial Complaint

  Date:01/29/2025

  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.

  This complaint is about an homeowner's insurance claim. Considering natural events that occurred in 2024, I had my roofing inspected by Highmark Renovations on 29 November 2024 and we discovered wind damage to the roofing which also caused water damage to the ceiling. The actual date of the incident is unknown but I reported the loss on 11/29/2024. Western Reserve Group (WRG) brought their inspector and conducted their inspection on 12/06/2024. My contractors, Highmark Renovations, was also present at the inspection with myself. After the inspection we all seem to have concurred on tremendous damage caused to my roofing and the ceiling. After 2 to 3 weeks, I could not get the adjuster, ****** ********, of my claim from to give me concrete settlement information on my claim. He informed me that they are trying to contact my previous Insurance company, SAFECO Insurance, regarding previous a claim. I kept following up on him but he kept telling me same story. Eventually, on 01/16/2025 they wrote to me with various reasons on why they are not going honor my claim. The letter claimed my shingles are not damaged but only signs of wear and tear. I requested from ****** for a copy of the inspection report from the inspection conducted by WRG, but ****** informed that the report is not for me but for their purpose. I find this ridiculous as I did not understand why I should not get to see what is contained in the report. At this point, it is looking like my claim is denied. I am attaching a copy of the letter from WRG.

  

  Business Response

  Date: 01/30/2025

  Insured turned a claim in for wind damage to their roof and interior water damage. We inspected and investigated the claim and found old damage that occurred prior to the policy inception and was not covered. The covered damages related to this loss did not exceed the policy deductible. 

  Customer Answer

  Date: 01/31/2025

  My main concern is why are they not furnishing me with a copy of the report from the inspection. I was present at the inspection and the it was apparent that there were damages to my roofing.

  WRG rep initially told me there were no major natural occurrences during the last year period. Then he told me my roofing is in good condition only wear and tear.

  I requested for a copy of the inspection report to enable me verify the content, the WRG agent said that the report is not for my purpose. I find this preposterous.

  I am requesting for a copy of the report.

• Initial Complaint

  Date:12/26/2023

  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 hold three different policies with this company automobile, and 2 property insurance. My son was rear-ended on December 18, 2023. A police report was filed, everything properly done. We contacted, their broker, who is **** Insurance, **** indicated that we needed to call Western Reserve. We have been contacting them and leaving messages since December 18, 2023. No one answers, or returns phone calls. We want our car fixed, and the other insured to pay for it; he was not at fault -- he was rear-ended, while stopped at a red light. This occurred long before xmas so there is no excuse. No adjuster has contacted us. They get their money, every month, so I expect service. We should not have to chase these people down -- it is ridiculous. Worst service ever, they should be held accountable. Or should I just get a lawyer, to go after everyone? How is this legal or acceptable?

  

  Business Response

  Date: 01/05/2024

  We have been in touch with ********************* and apologized for any delay in returning her calls.

  Customer Answer

  Date: 01/11/2024

   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.  It appears that upon notification of the complaint filed, and explanation of what occurred, the company was very attentive and responsive.  Also, requested additional information, so that the same issue does occur with another customer.  Responsiveness and follow-up was very much appreciated!

• Initial Complaint

  Date:12/19/2023

  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.

  The insurance company contacted me which was an adjuster his name was **** he was the biggest prick I ever dealt with just to be honest he didn't want to work with me on a rental car a type of way to get my car to the car lot to be checked out so I got my own mechanic to do that as you see I got the keys out of the ignition of course all of this out of my pocket but the ignition still don't seem to be right as you see the button on the gear shifter has been messed with and the gas tank lid is broken

  

  Business Response

  Date: 12/21/2023

  A claim was reported to Western Reserve Group by Mr. ******* for suspected vandalism damages to his 2009 Chevy Aveo and our adjuster did speak to Mr. ******* the next day on November 30, 2023.  However, the adjuster that spoke to Mr. ******* is a female and we have no idea who is named “****”.  Since then, we have not heard anything from Mr. ******* and we encourage him to contact our adjuster, who is identified on the letter we sent him dated December 20, 2023.

• Initial Complaint

  Date:11/20/2023

  Type:Sales and Advertising 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 March 30th 2023, we were hit with historic storms that produced a record breaking amount of tornadoes. I had to file a claim with my insurance as there was damage done to my home by hail and wind. The adjuster came out and marked all the areas that were damaged and stated there was haul damage. I recieve a letter of denial on the mail stating that it was old damaged and that there were no.storms.reported in my area since 2019. I submitted for resinspection with denial of reinspection. Owner states that nothing can be done because there have been no storms on my area since 2019. Problem is, this wasn't just a storm but a historical event that the company is blatantly denying for what I can only assume is to not have to pay put claims such as mine. I will be pressing the issue and filing complains and Investigating with whoever I need to until I am rightfully paid my claim. To say that there has not been a storm or a storm to produce hail since 2019 and its now 2023 is absurd in itself.

  

  Business Response

  Date: 11/27/2023

  A claim was reported and inspected.   The insured was advised there was no coverage for this loss and why, and a letter was sent to her outlining our position.  The insured was invited to submit new additional information, should she have it, which she felt would have a bearing on our decision.  Nothing has been submitted to date.

• Initial Complaint

  Date:11/09/2023

  Type:Product 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.

  Check was cashed on 10/12/23. WRG was first notified that day via phone that the check for $748.25 was sent to them by accident. Acct#**********. My agency and I have called several times and now result to email for proof. Every time we call they say the refund was issued that same day. I called at 11/09/23 8:45am and was told yet again that it was processed and should be mailed out tomorrow. It has been almost a month now and we have been promised that the check has been issued. In the attachments you will find conversations with proof that they said the refund has been issued and in fact it has not. It will be a month on 11/12/23.

  

  Business Response

  Date: 11/15/2023

  We acknowledge receipt of the mortgagee check on 10/12/23.  It is Western Reserve Group’s policy to hold mortgagee checks for 21 business days prior to issuing a refund to ensure the check is not stop paid by the issuing bank.  We have mailed the check refund back to our insured, **. ****** on 11/9/23.
  
  We apologize for any inconvenience this may have caused our insured, and hope this resolution meets their satisfaction. 
  

  Customer Answer

  Date: 11/16/2023

  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.