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Complaint Details
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Initial Complaint
12/26/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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
01/05/2024
We have been in touch with ********************* and apologized for any delay in returning her calls.Customer response
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
12/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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 brokenBusiness response
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
11/20/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
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
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
11/09/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
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
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 response
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.Initial Complaint
09/27/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
We are owed $1000 by western reserve insurance group. We have waited patiently for 6 months. This is theft in my opinion. We have been treated extremely poorly. The money owed is for a duductible we paid. And was promised it to be returned. They have lied. Could I get an address for western reserve . legal department . So that I can file a lawsuit . ?? We are being sent to collections for unpaid medical. The wreck was not our fault. Now we continue to sufferBusiness response
10/06/2021
It is unfortunate to have an automobile accident. We were able to resolve **** *** ******* ******** automobile claim for the vehicle damages. Their vehicle was a total loss. Their daughter, ****** ******* had an injury claim. We offered the pay her medical bills up to our Medical Payments coverage limit but the attorney for ****** ****** has elected to resolve her injury claim and medical bills with the at-fault party’s insurance carrier. We are currently working with the at-fault insurance carrier to obtain **** *** ******* ******** collision deductible reimbursement. We hope to have that reimbursement from the at-fault carrier in the near future.
We are sorry **** *** ******* ****** was not satisfied with our service. We have already addressed this matter with our insured’s, **** *** ******* ****** and their daughter’s attorney.
Thank you for taking the time to bring your concerns to our attention. We welcome all feedback as this provides us with valuable insight into our service, from the customer’s perspective, and is informative as to where there may be opportunities to improve.Customer response
10/07/2021
I am rejecting this response because: this matter will not be considered settled until I receive the $1,350 that I am owed..... It has been 7 months, I think I have been patient long enough...... I hope Western Reserve can work to improve processes.... Their processes are clearly broken.... My family has endured the mean behavior from Western Reserve adjusters...... Hopefully, process improvement can include Interpersonal skills training for the Adjusters.
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Get a QuoteCustomer Complaints Summary
5 total complaints in the last 3 years.
4 complaints closed in the last 12 months.