ComplaintsforAutoLoss.com

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I hired ******** last October to help me on the diminished value, however, the insurance refused to pay bc my car was not the first time to get accident. So I emailed *************************, she finally asked me to provide my full address so she get fully refund to me. I gave her the info on 04/19/2024, after that I didn't receive any refund check or update from her. I emailed her to follow up but she never responded.

  Business response

  06/17/2024

  We had asked the client how much they paid and they just got back to us with that.  The refund check has been mailed out. ************************;

  Customer response

  06/18/2024

   
  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.
  
  Sincerely,
  
  Mingjing He

• Initial Complaint

  05/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Feb 16, 2024 I contacted them after having an offer for my car due to an accident my car was brand new and was offered a low ball offer from the ****************** I contacted Autoloss and they told they can get me about 2-3 times the offer due to the car being brand new. They went ahead and offered a refund back guarantee. The original letter they sent to **************** did not really show any true reason for the request for a higher value did not have any support in data to support their assessment. It was for this reason that ***************** did not increase the offer or felt that the document Autoloss sent them justified the diminished value of 9000. I reached out to ****** the owner and she kept on telling me to stick to the plan and do the next step and the next step running around getting trade in offers filing complaints with the Insurance commissioner. All this still did not change the offer from Famer and upon review by the Insurance commissioner the sate did not find any wrong doing from ****************** That is when I reached out and said I wasted enough time and now I want my money back wqas originally to by ******** that I will get it back but this never happened and now they are the ones doing delaying tactics tov ****** their own money back guarantee.

  Business response

  05/23/2024

  this client has an offer of $3500 for DV.. He stated he wanted his fee back and that he had the offer before he hired us.  I stated we would give him the fee back he just had to send us a copy of the offer before he hired us.  He refused to do and instead stalked us and was verbally abusive.  ************************;

  Customer response

  05/23/2024

  The attached document shows the response  from FARMERS Insurance to the State of NJ Insurance commsioner which includes the offer we got before we contacted Autoloss

  Highted in Blue is what the insurance company kept on telling us the the Autoloss report never supported their claim just stuck a 30% diminished  value which was not supported by their report or them sending us to get a trade in offer ***************** said repeatedly that the paperwork provided by Auto loss does not support the claim

  InYellow is where it shows the offer they offered of $3500 this was when we spoke to them prior to contacting AutoLoss which claimed that our claim was worth $9500

  I also Attached the orginal paperwork which shows what they felt the claim was offered they went ahead  and told us during our initial call that they will beat the $3500 offer 

  We don't have written copy of the offer from Farmers as this was not provided to just via DocSign in the beginning when we contacted Autoloss and they told repeatedly not to sign and keep following their guidance and will see results which we did not see.

  Business response

  05/31/2024

  i have asked the client many times to show the offer from the insurance company before they hired us and he has yet to do so.  ************************;

  Customer response

  06/04/2024

   
  Complaint: 21743295
  
  I am rejecting this response because:
  
  As mentioned in our response earlier, which could be verified by reviewing the recordings from all of us as all calls are recorded for quality assurance we called them the first time and I spoke with ******* assistant. I told her I have reached out to farmers have an initial diminished value offer. They told me that farmers was lowballing me and to hire them and they will get us a better offer as stated in their request to farmers requesting a diminished value of 9 1/2 thousand based on the car being new wish in the request there was no supportive figure , besides taking a 30% off of the current resale value of the car. Which was the main factor for farmers rejecting the diminished value claim based on auto losses report. Further farmers told me that they came across many claims from ****** which all are the same language just explaining what the ministry value is with no support basis for the claim justifying the claim , and this was reiterated farmers insurance response to the insurance commissioner that they did not see any support or justification for the request made by auto loss and ******. The only reason I contacted them was because they claimed that they could get us a better deal than we were offered by us directly  to farmers insurance further it is stated in their response that their offer was the 3500 and they rejected the request for the ninth thousand . The initial offer came before we even contacted auto loss.

  I do not have the initial offer in writing besides it being supported in the response from farmers insurance. I was advised by order to accept the initial offer and it was sent via DocuSign, which has expired since then.

  Please review all the supporting documents clearly showing here delay technique by Autoloss issuing a refund and backing their claim that they will issue refund if they cant get us a better offer especially them seeing the car is new and you should be getting almost $10,000
  Sincerely,
  
  ***********************

  Business response

  06/17/2024

  We have told you we need the offers in writing.. Whenever we speak with client we tell all clients initially to get any offer in writing and why and forward that to us and we can help you further.  Also, we help with many demand letters etc.  The DV manual we sent you as well states the first thing to do when you are negotiations a claim to get everything in writing. Also, if the client had the offer initially the commissioner would have noted that in the response from the complaint as well. ************************* Owner of Autoloss 

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called initially asking about the company and was told that help you to recover diminished value for your auto. I was told they help you every step of the way, so I hired them. They provided a report which they advised me to send to the others persons insurance company come to find out later was the incorrect process. The insurance company that had to be contacted was mine. I sent message and message with no reply then finally I get a response making excuses for their lack of judgement. They are suppose to be advising me not me advising them. I didnt pay for me to advise myself. I sent all my concerns in an email asking for my money back as they advertised a 30 day money back guarantee. I got an email message saying this would be reviewed and Ill have a response within 72 hours. No reply back. Its been a week! I just want my money back. They are not advertising for the service they are providing. There is no advisement beyond the report. If they can even get a hold of the correct insurance company. They have been a help at all. The report they gave me wasnt even valid in my offer from the insurance company.

  Business response

  05/17/2024

  Sure, please see the thread between us and this client.  We asked her to send us the claim information on where to send the claim for her.. She sent us the information on where to send the claim then stated we sent it to the wrong area. We asked her to send us the correct information on where to send the claim and she stated that was our duty to find out where to send the claim?   That is impossible for us to get her claim information etc. Next, she stated something about a 30 day money back guarantee that was on our site?  I wrote the site and there is nothing like that on the site. We want to help this client but they must be reasonable and give us the correct claim information so we can help them. ************************* Owner of Autoloss I have a feeling the client got a DV check and decided they want the appraisal fee back too. 

   

  I have filled a complaint with the BBB as you never responded to any of my emails. 
  
  
  
  On May 7, 2024, at 9:22?AM, ************************* <******@autoloss.com>**************** will review this and get back to you in ***** business hours.
  Thanks for your patience,
  
  *************************, Licensed Auto ************************* CEO | Senior Appraiser
  
  Autoloss, Inc.
  The Diminished Value Experts
  ************** (Toll Free)
  ************ (Local Portland Office)
  ************ ( Toll Free Fax Number)
  ******@autoloss.com- Email
  www.autoloss.com -Website
  A Better Business Bureau Accredited Business
  Celebrating Over 20 years of service
  
  
  
  From: *************************************** <*****************>
  Sent: Friday, May 3, 2024 10:30 AM
  To: ************************* <****************************;
  Subject: Re: Claim Number: AU-*********-820827
  
  I did give you the correct information. I was completely honest when I spoke to your customer service representative the first time I called. I asked you who to send it to, as you are the so called experts! Its very unprofessional to not know whom to send the claim to. Im very disappointed in the lack of responses to my emails and phone calls as well. The only prompt reply I have received was the one when payment was due. I did not pay to this amount of money so you could forward an email to a generic insurance department, I thought I was paying for a service. Which i wasnt aware consisting of a report and a forward of some emails. I was mislead on the initial phone call. According to your website its a 30 day guarantee. Today is a month I believe. Well, if do not refund the fee. Ill go ahead and call my credit card company. 
  
  
  
  
  On May 3, 2024, at 11:40?AM, ************************* <****************************; **************** sent the claim to where you told us to send it.. If you want us to send the claim to your insurance company we can do that asap.. It is your responsibility to give us the correct claim information so we can implement the claim ASAP for you.  Please see the refund policy on www.autoloss.com 
  

  Customer response

  05/17/2024

   
  Complaint: 21715204
  
  I am rejecting this response because: when I hired this company to help me, I was mislead to believe that they would be helping me. I didnt realize that meant I would be providing all the information for them to just CC me in on an email. I can do that myself. Why would anyone pay for a service that they can do themselves?! I was asking them for advisement, part of that advisement should have included the correct information, I dont think that is unreasonable at all. I have not received any DV quotes at all. I was advised by the new company I have hired, to wait until the repairs are done and to contact my own insurance provider because they are responsible for the DV claim. I do not need Auto loss to forward any documents for me. If that was needed as stated I could do that myself. I thought I was hiring a company to help, not just forward an email. From the initial call I was mislead to believe there would be help beyond a forwarding email. 
  
  Sincerely,
  
  ***************************************

  Customer response

  05/17/2024

  This was the last email I received from ******. As you can see it says they will review my email asking for my money to be returned. I wrote all my issues in the email and she wrote she would get back to me within 72 hours and never did. Thats when I decided to open up a claim 

  Business response

  05/23/2024

  yes, every client has to send us the correspondence from the insurance company so we can help them with emails/ demand letters.  When clients sign up with us I tell every client the process and their part in the process.  We also send every client a DV manual that goes over the process and our clients can call us for any help too. Thanks,  ************************;

  Customer response

  05/23/2024

   
  Complaint: 21715204
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************************

  All this business is doing is going back and forth with me. Offering no resolution at all. Im aware of the situation and reiterating the same thing back and forth does nothing. Im aware of the terms. If this company is advertising expertise, why didnt they send it to the correct insurance company or provide me with the correct information? 
  I had to call outside paying another 3rd party to advise me further! 

• Initial Complaint

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased appraisal services with 100%money back guarantee if they were unable to collect at least $300 onto my settlement negotiations with the ***************** ,I followed all the steps request by company and sent multiple letters and emails to the insurance company including filing a complaint with the ** insurance commissioners office in which their reply was to file suit However the insurance company refused to offer anything more than the $200 additional. I requested a refund from Autoloss on multiple occasions including contacting the office in which im told ****** is not available and they will relay a message .I am requesting that an immediate refund for the full amount be issued and returned to my card as promised .

  Customer response

  04/30/2024

  PLEASE GIVE THEM MY PHYSICAL ADDRESS IF NEEDED*

  Business response

  05/03/2024

  At the end of process if the client does not have at least the appraisal fee the client gets back the appraisal fee.  This client is in the initial stages of the claim and we sent her the below email.   Once she gets a response from the insurance company she needs to forward that to us so we can help her further. We have sent her the refund policy many times as well.  A client cant stop working on the claim and get a refund from Autoloss arbitrarily.  The client needs to wait till the end of the process and then we can refund the fee if needed..  The client started the process a month ago and we tell all clients on average the claims take ***** days to settle.  Thanks, *************************

   

  Good Afternoon,
  
  I have drafted a demand letter that is aimed specifically at reminding the insurance company of their legal obligation as the insurer of a negligent driver claims being liable for the accident.  
  
  Please review, edit, if necessary, forward to the adjuster and send us their reply so we may assist you accordingly.
  Please add your counter offer.
  Please feel free to contact us with any questions or concerns. 
  Thank you,  
  Support Team 
  Autoloss.com 
  ************  
  Please dont forget to cc ************************* in anything you send to me.This will guarantee a quick response. We will get back to you within 24 to 48 hours.
  

   

  Customer response

  05/03/2024

   
  Complaint: 21645226
  
  I am rejecting this response because:

  As stated To ****** in the email to Her & Autoloss. The ***************** has stated THIS IS THEIR FINAL SETTLEMENT OFFER.I have followed all instructions and have yet to receive a response back from ****** since my last communication with her company on April 24,2024 and my multiple phone calls to her office have yet to be returned ,I have read the requirements for a refund from her website which state :

  AUTOLOSSREQUIREMENTS FOR A REFUND :

  1.)The client must have made all needed documents available to Autoloss.
  2.)Evidence of filing with the **** of ********* and their written response.

  I afforded  ****** And Autoloss with the complaint i Filed with the insurance commissioners office, along with the responses from the ***************** and the ************* of ********* Office ,

  Therefore I am entitled to a refund
  
  Sincerely,
  
  *******************

  Customer response

  05/03/2024

  documents

  Customer response

  05/03/2024

  documents

  Customer response

  05/19/2024

  This company continues to ignore my emails or honor their "money back guarantee".I have completed all of the steps and sent every letter to the insurance company as requested to do so by Autoloss and I have given them every response including the Insurance companies refusal to change the the previous offer given .After submitting this information to Autoloss they still have not given me a refund.They are in possession of the Insurance Commissioner's complaint filed on April 19th 2024 and the response and rebuttal from the ***************** .Therefore there is no reason why my refund has not been Issued.

  Business response

  05/21/2024

  Please send us the information showing you had the offer of the $1600 before you hired us. Thanks so much, ************************;

  Customer response

  05/21/2024

   
  Complaint: 21645226
  
  I am rejecting this response because: on the receipt your company gave me it states the following : "Money Back Guarantee- At the end of the Autoloss Process if you dont have at least the appraisal fee for your DV Settlement we will reimburse you the appraisal fee."

  I paid $300 00 to Autoloss. The insurance company went from the $1400 they were offering me (back in March before)I hired AUTOLOSS  to  only $1600 which is only $200 difference .Therefore I am entitled to my 100% Money back guarantee that your company Autoloss states on the receipt as well as the website. (See ATTACHED PROOF)
  
  Sincerely,
  
  *******************

  Business response

  05/31/2024

  Please send us the initial offer from the insurance company and the final offer from the insurance company so we can review them. ************************;

  Customer response

  05/31/2024

   
  Complaint: 21645226
  
  I am rejecting this response because:

  The information was sent in my prior response and also emailed to you .Allstate states in their last email dated MAY8,2024 "Allstates position remains at $1,600.00 and respectfully advise no further offers will be
  forthcoming and stand ready to issue payment without prejudice."As seen in prior email their original offer was $1400

  Please review SC insurance commissioners documents thoroughly as they were already afforded to you and are attached again 
  
  Sincerely,
  
  *******************

  Business response

  06/13/2024

    It appears they client went from $1400- $1600 after hiring us.  Typically, we have our  client complete an insurance commissioner complaint to the commissioner after we have helped them with the claim.  Our report documents the diminished value loss as well as the dealer letters etc.  it appears this client submitted a complaint before they even hired us.  Filing a complaint without the evidence we give the client is useless but rather then worry about semantic we will refund the client the fee.  Please have them send us their address and our cpa will mail them a check within 30 days of us getting the address per our refund policy on www.autoloss.com.  Thanks, ***********;

  Customer response

  06/14/2024

   
  Complaint: 21645226
  
  I am rejecting this response because:

  To Whom it May *************** style="-webkit-tap-highlight-color: rgba(0, 0, 0, 0);">
  To respond to your BBB claim that " I filed the complaint before I hired you" ,this is UNTRUE.

  I hired you(AUTOLOSS) on April 1,2024 (please see attached email)And I filed the complaint  with The ** insurance ******************** ****** on April 19,2024  "AFTER" I hired your company and "AFTER"  I followed all of your instructions. 
  

  Nevertheless The address to send the check for my $300.00 is as follows:
  
  
  *******************
  ***********************;
  Indian Land ** 29707

  Or it can be immediately returned to the card on file.I also sent an email to ******************** and ********************

  Thank You .

  
  Sincerely,
  
  *******************

  Business response

  06/19/2024

  Great, as stated our cpa will mail you a check in 30 days per our website www.autoloss.com  ******

  Customer response

  06/19/2024

   
  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.IWill await the 14th of July to see if the check has been received or not .If not I will contact the Better Business Bureau again.
  
  Sincerely,
  
  *******************

  Customer response

  07/24/2024

  Filed a complaint with BBB a couple of months ago in which the company stated on June 14,2023 that their cpa would mail out my refund of$300 in 30 days (It has been 40 days and still ,That check has NOT been received and when I emailed the company to inquire ,I have gotten no response .

  Business response

  07/28/2024

  the check has been mailed out. thanks, ************************;

• Initial Complaint

  04/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paid this company to help me recover the diminished value of my car from the insurance company of the at fault driver from an accident in Nov 2023. They provided me with an appraisal in March 2024 that was not valid by insurance standards. I sent ****** several emails that were not responded to. This company is completely fradulent.

  Business response

  04/15/2024

  Please see the email thread with our client. She was offered $4000 and we have written numerous demand letter including one last week to help her get more money.  Also, our clients don't pay $399. and I don't know how she came up with that number?

    Our client is not eligible for a refund due to the $4000 offer and we emailed her numerous times just last week.  Thanks, ************************; Owner, of ******** 

   

  Please see below. 
  
  ---------- Forwarded message ---------
  From: Self, ***** S <*******************>
  Date: Thu, Apr 11, 2024, 9:23?AM
  Subject: RE: [External] Re: Claim Number FZJ9119 - The Travelers Indemnity Company
  To: ************************* <*************************>
  
  Hello ******,
  
  Thank you for the email.  We are not arguing that you are not *********** damages for the loss in value.  We have hired an unbiased independent appraiser to determine the value and he has determined a value that we feel is reasonable.  At this time, our value is firm.  If you decide to reject this offer and proceed with litigation, please send me a courtesy copy of the filing so we can respond accordingly. 
  
  Respectfully,
  
  
  ***** Self | Claim Professional | Auto
  Travelers
  Mailing Address:  Travelers P.O. Box 430 | *******, ** 14240-0430
  W: ************  F:  ************
  ************** Independent Adjuster License# *******
  *********************, Qualified Manager, CA License #*******
  
  
  From: ************************* <*************************>
  Sent: Tuesday, April 9, 2024 7:17 PM
  To: Self, ***** S <*******************>
  Subject: [External] Re: Claim Number FZJ9119 - The Travelers Indemnity Company
  
  CAUTION: This email came from outside of the company.
  Please exercise caution when opening attachments, clicking links or responding to this email. The original sender of this email is *************************.
  To:Travelers insurance
  Attn:***** Self
  Todays Date: 4/9/24
  
  This correspondence serves the purpose of acknowledging your offer for the diminished value assessment regarding the referenced claim number. The DV appraisal indicated there was a minimum of $10,096.00 in inherent diminished value.
  
  Inherent diminished value is the result of a prospective buyers perception that a damaged and repaired vehicle is not as valuable as another vehicle of the same year, make and model which has never been damaged. This form of diminished value exists even if the vehicle has been completely restored to industry standards and meets all manufacturer specifications. This loss of value results from the perception that the vehicle can never regain its pre-loss value regardless of the quality of repair. We are not claiming for any repair related diminished value which references to non-industry repairs or workmanship that will require corrective action.
  
  All ********* recognize claims for inherent diminished value if the loss was not the persons fault. Even insurance companys own legal witnesses have testified that a potential of diminution in value exists in every automobile accident,and the public perceives a loss of value in any wrecked vehicle and would choose an unwrecked one, assuming the vehicles were otherwise the same. The legal theory behind diminished value claims is based in tort law. Payment of diminished value claims is normally the responsibility of the at-fault partys insurance carrier.
  
  The courts commonsense holding is as follows:
  When a plaintiff proves that repairs to personal property have not restored the property to its pre-injury value, and the plaintiff demonstrates that he or she has been or will be harmed by such loss in value, the plaintiff is *********** damages for the proven lost value.
  
  This holding has not been revised, modified or limited in thirteen years. The insurance company is acting as a fiduciary in this matter since the defendant has purchased car insurance from them. Whether the insurance company has fulfilled its duty to this insured is for the insured (and others like her) to decide. It is true that the defendants insurance companys bottom line may be better off by denying diminished value claims and others like them. Certainly,to resort to litigation under these circumstances is something very, very few claimants will do. Most consumers do not have law degrees so the defendants typically just go away.
  
  I would like to reach a fair settlement in a reasonable amount of time. I will give you the opportunity to settle this matter for a reasonable amount. I am willing to work towards a fair number. I am asking for the amount of $8000.00.
  
  Sincerely,
  *************************
  
  
  
  On Mon, Apr 8, 2024, 11:15?AM <*******************>wrote:
  Hello ******, Attached is the diminished value report from our independent appraiser.At this time, we are able to offer $4000 for the decreased value of your vehicle due to this accident. Please let me know if you have any questions.Sincerely, ***************
  Title: FZJ9119-002 PES DV Report Attach: DAA5647D-A150-47AD-A315-127FA2782F04.pdf
  
  This message (including any attachments) may contain confidential, proprietary, privileged and/or private information. The information is intended to be for the use of the individual or entity designated above. If you are not the intended recipient of this message, please notify the sender immediately, and delete the message and any attachments. Any disclosure, reproduction, distribution or other use of this message or any attachments by an individual or entity other than the intended recipient is prohibited.
  
  TRVDiscDefault::1201

• Initial Complaint

  03/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  ******** was to provide an appraisal report and additional services for steps to resolve a diminished value claim post accident. Report was provided and an estimated value was placed on the vehicle, but there is no context provided as to how the diminished value was determined or the value of the vehicle. I required proof as to where this number came from to provide to the insurance company and requested it in two separate emails. I sent a follow up request stating it had been 72 hours from my initial email and asked for follow up. ******** sent me an email (which seemed to be automated) saying they were waiting for my response. I sent another email stating I have asked the same question 3 times without response and requested the question to be answered or a full refund issued for failure to provide the services agreed upon. Another 72 hours passed without response and this report has now been filed with the BBB and my bank.

  Customer response

  03/26/2024

  ******** is still refusing to provide the only evidence required to proceed with my diminished value claim, even after asking the question four times in separate emails. Instead of answering the question, they are deliberately delaying and withholding the information both State Farm and I need to even begin negotiations. 
  

  State Farm needs to know where the values came from to determine validity of the claim, as stated multiple times in my emails and the emails fwdd to ********. 

  Business response

  03/31/2024

  This client has an offer of $1500 and we are trying to help him get additional money.  He refuses to complete the insurance commissioner complaint for us to help him further and continues to demand a refund even though we have sent him the refund policy. He is not eligible for a refund. We have legally proven DV per the state law and we work for attorneys daily all over the nation.  We have completed over ****** DV Claims Nationally for the last ****************************************** almost every state.  This client continues to document how he knows what is relevant and how we are wasting his time by trying to help him further. 

  ************************* Owner of ********

  The issue is not failing to follow steps on my end. I would submit the complaint if necessary, but that is not relevant. They are offering me $1500 because they know I have a case, but they arent going to issue $8900 because they have no evidence that the vehicle has depreciated that much. 
  
  However,******** has failed to provide any proof of diminished value per the first step, which is generating the report. There is no indication of how you came to the value, which is exactly what you were paid for. 
  
  
  
  On Mar 29, 2024, at 10:22, ************************* <******@autoloss.com> wrote:
  
  We have sent you what is needed for a refund and to help you with the next step. Since you have made the BBB complaint we will correspond with you thru that.  ***********; I will also use this thread with the BBB etc to show how we have tried to help you and you refuse to follow directions.   
  
  From: *********************** <***********************>
  Sent: Tuesday, March 26, 2024 3:23 PM
  To: ********************* <****************************************;
  Cc: ******** Support <********************************>
  Subject: Re: Demand Letter
  
  ******,
  
  You are deliberately wasting my time. I asked you how you came up with the $8,900 diminished value and $50,000 for the vehicle FOUR times without response. Filing a complaint is an unnecessary step! All I need to know is how this value was determined for State Farm to agree or disagree as this is not proven in the report, just your opinion. 
  
  If they agree, I can continue negotiating with them. If they disagree at that point, the next step would be to file a complaint. As stated,please provide where and how you obtained the two values or refund my money. 
  
  
  
  
  On Mar 26, 2024, at 16:14,********************* <****************************************;wrote:
  
  We have told you that the next step is the commissioner compliant.. Once you get  a reply from them we can help you further..  also, our refund policy is on www.************ and the BBB backs our policy.. ******
  
  From: *********************** <***********************>
  Sent: Friday, March 22, 2024 12:55 PM
  To: ********************* <****************************************;
  Cc: ******** Support <********************************>
  Subject: Re: Demand Letter
  
  ******,
  
  Please provide a refund for the services that were not provided. The service received were not as promised and I have not received communication  in response to an email sent 72 hours ago. 
  
  Please confirm this is taken care of or I will dispute with the bank and file a BBB complaint 03/25. 
  
  ***********************;
  
  
  
  
  
  On Mar 19, 2024, at 18:45, *********************** wrote:
  
  ******,
  
  Ive asked the same question twice and asked once as a follow up to an email with my question. 
  
  They need to know how the DV of $8900 was determined and how you estimate my vehicle is now worth around $50,000.  That is the evidence that I need. Right now, this is just a guess of a value, which is no better than me telling them my neighbor said my vehicle is worth $40,000. 
  
  Please provide this information, as I have requested it 4 times now. If you cant provide this, please let me know as I will request a full refund from you for failure to provide the promised service. If you will not provide this, I will consult with my bank for fraudulent charges and file a complaint with the BBB against ********. 
  
  Thank you,
  ***********************;
  
  
  
  
  
  On Mar 19, 2024, at 15:06,********************* <****************************************;wrote:
  
  Insurance Commissioner complaint:
  Per the email and position below, the next step is to file a formal complaint to the insurance commissioner regarding their delay tactics and actions in bad faith.Please see the link for filing a formal complaint and attach all correspondence (or lack thereof) with the insurance company along with your report as evidence. I have included a sample complaint for your reference below. We cannot assist you with filing the complaint. If you have any questions regarding the filings, a number should be provided on the commissioners website for assistance.
  
  ***********************************************
  
  
  
  To whom it may concern:
  RE:Complaint against (Insurance CO)
  

  Customer response

  03/31/2024

   
  Complaint: 21488530
  
  I am rejecting this response because:
  

  1) $1500 offer from the insurance company is because they know I have a case against them, but that the ******** report fails to provide any factual evidence of how the value was obtained. The insurance company told me to ******** unless this is proven.

  2) You did not send the refund policy, but instead just sent a link to the company website.

  3) ******** has been nothing but a headache to try and talk to someone. You ask for ***** hours before expecting a response, I had gone over a week at time before hearing from you, even with sending multiple emails. I called several times and whomever answered the phone passed a message to you and said you would call me back, which never happened. I called back 5-6 hours later and they deliberately hung up on me when requesting a manager.

  4) I had to call you 3 times because you never sent the DV report to the insurance company, even when it was stated that it would be sent that day. I even emailed about that and did not receive a response.

  5) Show me in the report where your valuation is proven on facts, not opinions, and we can file the insurance commission complaint. I paid for a report to be based on facts, which has failed to be delivered.

  Sincerely,
  
  ***********************

  Customer response

  03/31/2024

  All correspondence included with ********.

  ******** assigns an arbitrary value to vehicle loss as they are unwilling to provide any physical proof 

  Customer response

  04/04/2024

  I have every right, and so does the insurance company, to question and receive answers about the service provided and its validity. The fact that the company refuses to provide answers and the BBB fails to recognize a company operating in bad faith is both discouraging and disgraceful. 

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date: February 15th, 2024 Amount paid $325 I wanted to get a diminished value report on my vehicle so I could send over to the insurance to receive payment. On the phone, ****** got the details of the type of vehicle I drove, accident date, and vin number. She told me there was a money back guarantee along with the promise to fight all the way to the end. I paid the fee. State Farm got back to me and told me I needed to wait about a week, I emailed ****** asking if that was normal I received no response back. I received a report that was inaccurate when State Farm reviewed it. Although ******* did not show any previous accident information, Carfax did. I emailed Autoloss about a refund since State Farm declined my claim with written proof that it was due to a previous incident and that the car was more than 4 years old. I should have been told that before paying that I did not have a real diminished value case. I have not received any communication back. I would like to have my money refunded.

  Business response

  03/06/2024

  Thanks for this information.  I will copy the last email we have from this client.  I have a feeling he is not emailing us at ******************* because we have hardly anything about his case.  We would love to help him further.  Please have him send us the denial letter so we can help him further. ************************;

   

  Hello,
  
  Attached is a signed copy of the report for your records that was sent out successfully. We recommend calling the adjuster to request an update if you are not contacted in the next 2-3 business days. Please have the adjuster reassert their position in writing for us to assist you accordingly.It is common for the adjuster to state they have not received our report, itis a delay tactic we experience frequently. If that is the case, please let us know and we can resend it out for you. The Support desk will also be corresponding with you during the process and assisting you, so look out for emails from them. The attached manual ****** had sent previously helps guide you throughout this process as well. 
  
  Please feel free to contact us with any questions or concerns. 
  Thank you, 
  
  Support Team 
  Autoloss.com 
  ************  
  Please dont forget to cc ************************* in anything you send to me. This will guarantee a quick response. We will get back to you within 24 to 48 hours.

  Customer response

  03/22/2024

   
  Complaint: 21387964
  I did email ******@autoloss.com and the support team. I did get back a response on March 10th, 2024 stating that it was the first time you seen them. I will give benefit of the doubt. I was then asked to get a quote for you to continue the process for the money back guarantee (supposedly the last step). I obtained a new denial letter from insurance and I was told youd get back to me within ***** hours. I emailed about an update and the email sent back was about where I could find the money back guarantee on autoloss.com (thats not what I was asking for). It seemed that it was implied that once I got my quote for the car and the insurance still denied the claim that I would get my appraisal fee of $325 back Im not understanding why it has to be reviewed, I sent back everything I was asked of. Please release my refund.

  Sincerely,
  
  *************************

  Business response

  03/31/2024

  Sure, please see the email thread below between our client and us. I don't see where he sent us the denial letter from the insurance company and we have sent him the refund policy many times.  At the end of the process if he does not get at least the appraisal fee he would get his fee back.  Please see the below where we told him the next steps again and sent him the refund policy.  He appears to not want to follow the process and we have emailed him many times that he is in the initial part of the claim.. ************************* Owner of Autoloss 

   

   

  Yes, I do want help. The insurance is telling me there is no real evidence that holds up and that's why they will keep denying it given it's been in a prior accident which I told you over the phone that I wasn't sure if it had been since I was not the original owner (my dad bought the truck) and year . I read over the manuals you sent on what to say and what not... they keep repeating the same thing over and over again. This process is not straight forward at all and confusing, that's why I want it over with. From my understanding of our phone conversation, it was supposed to be simple. So maybe this will clear it up, after all the denial letters I sent to you... do you truly believe I have a claim and at what amount?
  
  On Tue, Mar 26, 2024 at 8:47?AM ********************* <******@autoloss.com>wrote:
  Sir, see the money back guarantee on www.autoloss.com.. You are in the initial stages of the claim and currently you are not eligible for a refund.. Do you want us to help you on your next step? Thanks, ******
  
  From: ************* <*******************************>
  Sent: Friday, March 22, 2024 8:44 AM
  To: ********************* <*******************>
  Subject: Re: Money Back Guarantee
  
  Hello ******,
  
  Do you have a status update about the money back guarantee for me?
  
  Thanks,
  **********************
  
  Sent from my iPhone
  
  On Mar 19, 2024, at 1:48?************************ <*******************>wrote:
  
  
  We will review this and get back to you in ***** business hours.
  Thanks for your patience,
  
  *************************, Licensed Auto ************************* CEO | Senior Appraiser
  
  Autoloss, Inc.
  The Diminished Value Experts
  ************** (Toll Free)
  ************ (Local Portland Office)
  ************ ( Toll Free Fax Number)
  *******************- Email
  www.autoloss.com - Website
  A Better Business Bureau Accredited Business
  Celebrating Over 20 years of service
  
  
  
  From: ************* <*******************************>
  Sent: Monday, March 18, 2024 7:57 AM
  To: ********************* <*******************>
  Subject: Money Back Guarantee
  
  Hello ******,
  
  Just to explain, I have been emailing the correct place. Not sure if the emails got lost in translation, but I like to give the benefit of the doubt. On my BBB complaint that is. So I apologize if you really did not receive the emails, but I did reach out to ******************* multiple times. I just attached the new letter State Farm has sent denying the claim again even with the numbers you told me to send over. I would just like to get my money back of $325 and call it a day. I would very much appreciate if you could do that for me.
  
  Thank you,
  ******* Vi *****
  
  Sent from my iPhone

  Customer response

  04/04/2024

   
  Complaint: 21387964
  
  I am rejecting this response because:

  It seems something keeps getting lost in translation. I have attached what I have sent and what has been sent back to me. After sending the denial letter, you said you would get back to me in ***** hours I then proceeded to ask after 72 hours whats the status update on the money back guarantee, which you then told me it was online. I emailed you again telling you thats not what I was asking, I was asking about if you released the refund after I provided you the second denial letter. I received your email again telling me Im not eligible for a refund yet as Im in the initial stages. Then when I emailed again telling you yes I do want help, I got another email from you saying you would review the case in ***** hours. Im clearly providing what you are asking for and I have screenshots of our conversation on email. You asked if I wanted help and I said yes I do. Please do not try to misconstrue email communications and leave everything out in between. I will not close this complaint until it is solved, I want my money back at this point. On the invoice you provided after taking my money, there was no fine print about the money back guarantee being online now Ive done what you asked of me, so Im not understanding why there is confusion on your part. I provided attachments so you can clearly see you responded to my second denial letter and then decided to pretend like Im in the wrong. 

  Sincerely,
  
  *************************

  Business response

  04/19/2024

  Yes, we sent our client an email stating we were going to pull his file and get back to him with the next step.   We pulled his file and sent him the next step. I really don't know what the issue. ************************* Owner of Autoloss 

  Customer response

  04/24/2024

   
  Complaint: 21387964
  
  I am rejecting this response because:

  We are currently working together better, but I would like to keep this open until the end of the process just in case. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On October 14, 2023, I paid for diminished value report. A preliminary report was issued. I was never given final report to this date, despite being told that one would be sent one week ago. Business does not respond to emails.

  Business response

  02/18/2024

  Please see the thread between us and this client.  The client had the report and stated he wanted us to wait to turn in the claim.. Once he approved of the report it was sent in.   ************************* Owner of ********

  The report was sent to you. Please see the above.. You stated in writing you did not want to turn in the claim till the repairs were completed.. Let us know how we can help you further. ******
  
  From: *********************** <*********************>
  Sent: Sunday, February 11, **** 7:36 PM
  To: ********************* <******@autoloss.com>
  Subject: Re: Bumper estimate (for *********************** 2014 Porsche 911 50th Anniversary Edition)
  
  ******,
  Did I miss something, or did you forget something?
  Thanks,
  *******
  
  Sent from my iPad
  
  On Feb 5, ****, at 10:08?AM,********************* <****************************************;wrote:
  
  We will review this and get back to you in ***** business hours.
  Thanks for your patience,
  
  *************************, Licensed Auto Appraiser
  President | CEO | Senior Appraiser
  
  ********, Inc.
  The Diminished ******************
  ************** (Toll Free)
  ************ (Local ******** Office)
  ************ ( Toll Free Fax Number)
  ******@************- Email
  www.************ - Website
  A Better Business Bureau Accredited Business
  Celebrating Over 20 years of service
  
  
  From: *********************** <*********************>
  Sent: Saturday, February 3, **** 11:19 AM
  To: ********************* <****************************************;
  Subject: Re: Bumper estimate (for *********************** 2014 Porsche 911 50th Anniversary Edition)
  
  ******, 
  I finally got a DV offer from the insurance company, Progressive.  The claim number is 23-9634301.  The adjuster is *********************, and offered me $6250 for only diminished value.  He can be reached at ******************************** and at ************.
  Do I have a copy of the final report?
  Thanks, 
  ***********************

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was hit by another vehicle while it was parked in July of 2023. The other partys insurance accepted 100% fault and repaired my car for a total of $9,000. I used autoloss.com to make a diminished value claim and paid them upfront. After months of following there directions they have not been able to get me anything even though they market a 100% guarantee. Auto loss keeps asking me to go places, talk to dealerships and do all the leg work I paid them to do. I just want them to either get me my diminished value money or give me my money back for failing to do what I hired them to do.

  Business response

  02/01/2024

  Thanks for contacting us.  As part of the process we ask clients to get us a local dealer quote.  We email the client where to get the online quote KBB, Carguru etc.. This client refuses to follow the process we have outlined for him.  Please see the below thread between us and our client. Thanks, ***********;

   

  I have attempted to get a quote on my cars worth before the accident for months and have been unable to retrieve one. Every place requires my vin on license plate which shows the accident. I can. It obtain a pre accident value 
  
  
  *******************************
  
  CEO
  ***********************
  Email: **************************************************
  Phone: **************
  
  " A man must be big enough to admit his mistakes, smart enough to profit from them, and strong enough to correct them "
  
  
  
  
  
  
  
   
  Confidentiality Statement & Notice: This email is covered by the ********** Communications Privacy Act, 18 U.S.C. 2510-2521 and intended only for the use of the individual or entity to whom it is addressed as it may contain confidential and legally privileged information subject to the attorney/client privilege. E-mail transmission is not intended to waive the attorney-client privilege or any other privilege. Any review, retransmission, dissemination to unauthorized persons or other use of the original message and any attachments is strictly prohibited. If you received this electronic transmission in error,please reply to the above-referenced sender about the error and permanently delete this message. Thank you for your cooperation
  
  
  On Tue, Oct 31, 2023 at 13:45 ********************* <****************************************; wrote:
  Getting a dealer quote:  
  The report we submitted for you is your proof of pre-loss value.  Now we need to be able to show proof of post-loss value. We will need to incorporate a dealer quote into your demand letter to do so. A quote for the value of the vehicle with the accident considered will add strength to the claim. The DV manual that ****** sent you originally goes over this step.  Send me a quote and we will draft the demand letter. The true measure of a damaged vehicle's inherent loss in value can be measured as the difference in the value of the vehicle before the loss to that after the loss, prior to or after repair.  Just simply state, My car was in an accident; Im thinking about trading it in and was wondering what youll give me for it..  Sometimes your accident isnt posted in Carfax or Autocheck yet.  To be on the safe side, please bring along a copy of your final repair bill. Please make certain that you do NOT mention diminished value at all.Remember, if they wont give you a printout of their appraisal, thats okay. A business card from the dealership with the trade-in amount wrote down on it will be acceptable. If you are not able to get a quote in person, we suggest getting a quote online from places like Carvana, Autotrader, or Vroom. Prices online tend to not be as inflated as they are in person, which helps are numbers in our report. Please send a copy of the trade in offer you receive, and we can draft you up a demand letter. 
  
  Thank you, 
  
  Support Team 
  Autoloss.com 
  ************ 
  
  
  From: ************************* <**************************************************>
  Sent: Monday, October 2, 2023 4:24 AM
  To: ********************* <****************************************;
  
  Subject: Re: ************************* Diminished Value-********
  
  Yes, please proceed.
  
  
  On Sun, Oct 1, 2023 at 11:48 ********************* <****************************************;wrote:
  Can we send in the updated claim for you? Monica 

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Went with ******** as Ive seen mainly good reviews. As soon as I paid I was told Id get instructions the next day which I did, then they went on a week vacation for the holidays (Understandable). During that time I figured Id try and haggle the insurance company myself up from their original offer of $1000. I did so successfully with no help from ********. When they returned from vacation they sent me documents to send to the insurance adjuster showing the $2250 I was at currently in the negotiations wasnt enough. At that point the adjuster messaged me back rescinding their offer back to $1000. At this point I was furious and just wanted to be done with ******** as they had caused me to lose money, I asked ****** for a refund but was denied one so here we are. Dont give these people your money this is a situation you can easily take care of yourself if you have some patience.

  Business response

  01/22/2024

  This client has been approved for a refund.  We did not cause him to lose money.  While we were on vacation for the holidays this client emailed the adjuster numerous times which we did not facilitate for him.  Once the adjuster received our report our client received thousands of dollars more than the initial offer then it appears the offer was withdrawn but the client never let us help him.. ************************;

*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. ↩