ComplaintsforHomeFirst Agency, Inc.

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The company is very good taking your money but when you need them the most, they act like if they never received your policy payment. My air conditioner broke down and since I pay for coverage, I started my claim because it was leaking water inside the house. They send a guy to just inspect the air conditioning and told us that they were going to put a bigger drain pan and that if that does not solve the problem then they will change the evaporator coil. When they came back, they send a guy that came to my house all dirty, with the shoes full of mud and messed up hair. He said that instead of changing the pan, they will replace the coil. Then he ask for water and I thought that he was outside but when I noticed that he was taking too long, found out that he already left. The a/c stopped leaking but now it started to blow hot air. I started calling back again and after 2 weeks I received the same second guy. He work on the a/c like an hour and an hour later he left without even tell me he was leaving and the a/c stopped working again. From that day, I started calling the adjusters without any luck. My electric bill came of $700.00 because the a/c was working nonstop. After almost 2 months, I opted to repair my A/C with another company. They found the a/c and the heater was running at the same time. It took him 15 minutes to find that out and repaired for only $300. I submitted what they charge me plus my electric bill. I just heard back that they will reimburse the cost to fix the A/C but not my electric bill that was caused by their incompetence. I feel unfair that because they broke the a/c after fixing the water leak that I have to pay $700 in a electric bill when this other company fixed in just 15 minutes and charged me just $300.

  

  Business response

  08/23/2024

  The underwriter (American Bankers Insurance) is attempting to respond to the complaint, but the policy holder has accused the service company of intentionally breaking his A/C unit. We are attempting to contact the HVAC service company to get a perspective of their visit and findings when the unit was serviced.  ****** ******** with American Bankers Insurance will be making the formal response soon, but after this latest accusation, it was prudent for us to find the truth.

  Customer response

  08/23/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22115494, and I’m letting them to get the a/c company side and let me know the result of the investigation. Im not a trouble making person, I’m just asking for what I think is fair. Please, do not close the claim until they give a final response. Thanks
  
  Sincerely,
  
  ****** *********

  

  Business response

  08/23/2024

   

  Dear Ms* **** **
  
  This will acknowledge receipt of your letter of inquiry prompted by a request for assistance from ****** *********. The claim was handled by Home First Agency, an authorized agent of our company. We have reviewed the complaint and understand that ****** ********* appears to be dissatisfied with the work performed by a service contractor (HVAC technician).
  
  By way of background, our company insures ****** *********’ manufactured home under a Home Buyers Protection Plan which covers reasonable repair or replacement to specifically described items on the contract.
  
  After further review of the claim and Mr. *********’ allegations towards the contractor, the adjuster has discussed this matter with the HVAC technician.  According to the HVAC technician, it was not possible that their repair would have anything to do with the electric bill being over $700.00 and that if it would have been a mistake on their end, the unit would have never cooled once they made the repair.  Additionally, the technician indicated that when they left the home, the system was working properly.
  
  I trust this satisfies your inquiry, however, if you have any further questions or concerns, please feel free to contact our office at 800-852-2244.
  
  Thank you.
  
  

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filled a claim with my home owners insurance round May 11,2024 a guy hit my well with his car a police was called to the scene a police report was done and the police report number was givin when i reported my claim with my home owners insurance I called the guys insurance first that was giving to me by the officer but was told he was no longer insured with them so I had to file it through my home owners insurance my issue is its now June 27, 2024 and I have yet to recieve funds to have my well repaired and me and my children have been without water in our home since May 10th I did just recieve a 1200 check for hotel exspenses last week still over a month after thewhich is better than nothing but a hotel for m incedent occured and me having to call angryly to even get that offered,me and my husband and my two teenage children and adult son would be 3 rooms the minimum 2 with the cheapest rate being $450 a week per room what Im looking to recieve is funds for our well to be repaired asap its been over 30 days and more funds for the weeks we've already had to endure because just by the grace of God us having family to stay with as well the adjustor wasnt concerned for me and my family at all

  

  Business response

  07/12/2024

  July 12, 2024
  
  This will acknowledge receipt of your letter of inquiry prompted by a request for assistance from Latissue **********, the insured. Our company provides coverage to Ms. ************ Mobile Home under a Home Service Contract, administered by Home First Agency, Inc., providing coverage to the dwelling, other structures, personal property, personal liability, medical payments to others and damage to property of others.
  
  Please accept this correspondence as our company’s response to the Complaint filed by Ms. ********** with the bureau, wherein she expresses dissatisfaction with the claim delay.
  
  By way of background, the claim regarding the collision loss was filed on date of loss May 10, 2024. A claim number and adjuster were assigned for review of the claim. On May 13, 2024, the adjuster made initial contact with Ms. ********** however was unable to complete the call with her. An inspection of Ms. ************ home was requested by the adjuster to detail the damages. The inspection revealed damages to Ms. ************ well pump due to collision with a vehicle.
  
  Furthermore, the adjuster spoke with Ms. ********** on May 28, 2024, to advise of the additional documents needed to process her claim. The adjuster spoke with her again on June 3, 2024, where she confirmed she submitted the requested police report and additional documents. The claim was closed for inactivity on June 6, 2024, due to not yet receiving the necessary claim documents.
  
  Moreover, the adjuster spoke with Ms. ********** on June 12, 2024, to review additional living expense coverage, documents needed, and that the police report was received. Based on the information provided, the adjuster issued payment for additional living expenses on June 14, 2024.
  
  Upon receipt of this complaint, the estimate for plumbing was submitted and reviewed by the adjuster. Payments for damaged to the well and supplemental ALE were issued to Ms. ********** on June 28, 2024, via mailed checks. An explanation of benefits was sent to Ms. ********** as well. On the same day, the adjuster spoke with Ms. ********** to explain the payments for the well damages and ALE.
  
  Based on the foregoing, our company has complied with its contractual obligations and has satisfactorily communicated with Ms. ********** regarding her concerns. Ms. ********** understands that our company has handled this claim in her best interest. As always, our company remains available should Ms. ********** require additional support.
  
  I trust this satisfies your inquiry; however, should you have any further questions or concerns, please feel free to contact our office at 800-358-0600.
  
  Sincerely,
  ******* ********
  Complaint Specialist
  Global P&C Claims
  1-800-358-0600

• Initial Complaint

  04/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Homefirst Agency was unwillingly chosen for me by Vanderbilt Mortgage. I was not involved with choosing my coverages with this company. Through my own personal investigation I have deducted that this company is willfully and maliciously over insuring customers without the customers knowledge with the help of Vanderbilt Mortgage. Any attempt by customers to lower such things as personal property insurance level are rejected by Homefirst Agency with the blessing of Vanderbilt Mortgage. Any attempts by the customer to reach out to the underwriter of the policy Assurant and file a complaint are ignored by Assurant. Homefirst Agency, Assurant and Vanderbilt Mortgage have banded together in an attempt to overcharge customers by pushing unauthorized insurance products on unknowing customers. When asked by the customer to change coverages the customer is then mislead to believing that the coverage has been changed, but refused evidence of the change. Notice of refunds are also information that is unknown to the customer. I will be reaching out to the approbate government agencies to report these individual companies and address the situation that I have personally experienced.

  

  Business response

  04/16/2024

  
  
  The issue with Mr ******** and HomeFirst Agency appears to have been resolved to the customers satisfaction. This is according to the most recent conversation Mr ******** had with a HomeFirst Agency Agent. HomeFirst has made the requested adjustments to the customers policy and a refund will be sent out in the next few days. It appears the customer may have misunderstood that HomeFirst had made the changes when requested and the policy needed to update overnight. This is the misunderstanding we believe has led to the complaint with the BBB. All documents in regard to the recent update to Mr ********** policy as well as the customers original signed policy acceptance at time of home purchase have been provided. 
  

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought my home in 2016 from Clayton mobile homes in Pound,Va which is now in Bristol, Va. in 2018 the AC went out. They did replace the unit. But it has given me problems every year. I’ve had to have Freon put in every year. I did not get a warranty because they told me I had a 5 year warranty did not tell me I was responsible for going on line to register. Every year I’ve had to have someone put Freon in it. They say there has to be a hole but can’t find it. I’m getting tired of spending hundreds of dollars every year. I called Clayton home today and they gave me the number for Home First Agency in TN. lady was no help. Please if you can help I would greatly appreciated it.

  

  Business response

  04/23/2024

  This customer is not a policy holder of one of our HomeFirst Agency, Inc. products and was not insured for the loss through our agency.  The HVAC units normally have a limited warranty, normally up to a year after purchase, and then the homeowner would be responsible for the maintenance and repair of the unit.  

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After a storm our roof had leaked into our bedroom. I filed a claim on March 7th of this year. A few weeks later adjusted shows up. He’s too big to get in the attic. He marked 3 shingles and left. The 29th of March we receive a letter stating as to why they will not cover the damage. We have been in this home for three years and four months! *** states in the letter and by phone since the nails backed out due to wind that’s considered mechanical failure! After discussing several issues about coverage I asked *** , let’s make this simple for you, what do you cover on roofs? No answer. Just what I thought. It doesn’t matter anymore what warranty or insurance you buy this is definitely one of the crooks! I hope they put our money to good use for some poor soul!

  

  Business response

  04/16/2024

  This will acknowledge receipt of your inquiry submitted on behalf of our insured, ****** ******e. Our company insures Mrs. ********* property under a Homeowners Plus Program (mobile home policy) administered by Home First Agency, an authorized agent of our company.
  
  Please accept this correspondence as our response to the Complaint filed by Mrs. ******* with your Bureau wherein, she expresses dissatisfaction with the claim denial. Please be assured that our company looks at the relationship and communication with its insureds very seriously.
  
  By way of background, Mrs. ******* filed a claim on March 8, 2024, with a date of loss of March 7, 2024, due to water damage. Our company assigned an adjuster for handling and an Independent Adjuster (IA) for an on-site inspection. On March 8, 2024, the adjuster completed initial contact with Mr. ******* in which the claim process was discussed.
  
  Moreover, on March 11, 2024, the on-site inspection was completed in which the IA found the proximate cause of loss to be mechanical damage causing ensuing water damage to the interior of the master bedroom. The damage to the roof was limited to the front slope, wherein there was a small section of zippering to the shingles. The tarp strip on the shingles was not sealed, allowing the shingles to raise. No damage was noted to the shingles and no debris was present under the zippering section. One nail pop was noted next to the zippering section, but no damage to the shingle was noted. There was also no hail damage found. Accordingly, the IA completed their report and submitted the information to the adjuster for review.
  
  Consequently, on March 222, 2024, the adjuster spoke with Mrs. ******* to go over the claim denial. The call was followed by a denial letter with the applicable policy language. Thereafter, on April 1, 2024, the adjuster again spoke with Mrs. ******* in which they re-reviewed the IA report and general policy coverages. The adjuster also informed Mrs. *******, she could have a roofer assess the damage and submit their report, if they do not agree with the assessment of the claim.
  
  Based on the foregoing facts and circumstances, our company has appropriately adjusted this claim based on the current, known facts and circumstances and no information has been submitted to dispute our findings. Nonetheless, we thank Mrs. ******* for taking the time to communicate her concerns and why she felt that this service did not meet her expectations.
  
  I trust this satisfies your inquiry; however, should you have any further questions or concerns, please feel free to contact our office at 800-804-9389.
  
  Sincerely,
  
  

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Poor!.., 3 to 5 claim Rep., over the years.

  

  Business response

  03/19/2024

   

  Dear Ms. ******:
  
  This will acknowledge receipt of your letter of inquiry prompted by a request for assistance from ****** *********, the named insured under the above-captioned Manufactured Homeowner’s policy issued by our company. The policy provides coverage for dwelling, personal effects, adjacent structures, personal effects, additional living expenses and personal liability.
  
  Please accept this correspondence as our company’s response to the Complaint filed by Mr. ********* with the Bureau wherein he expresses his dissatisfaction with the handling of Claim Number: 202317913 by Home First Agency, an authorized agent of our company.
  
  By way of background, this claim was filed on June 2, 2023 by Mr. ********* stating that he needed a few things fixed on the home and there are water leaks in the home. The home was inspected on June 16, 2023 where we found there was water damage to the interior of the home (living room, master bathroom, and 2 bedrooms) due to worn sealant at the roof vents. After review of previous claims we found this damages was previously addressed in two prior claims from 2020 and 2021. We also found fallen support piers under the front and rear entry doors as well as tie down straps that are loose due to normal settling, which was also addressed in the two prior claims.
  
  Our investigation into the claim revealed settling and wear/tear which is not covered in the policy. Please note the adjuster discussed the denial with Mr. ********* and closed the claim.
  
  Although we sympathize with Mr. *********** dissatisfaction with the decision reached in this case, at this time our company re-affirms its decision to deny this claim as the type of loss is excluded from the policy.
  
  I trust this satisfies your inquiry, however, if you have any further questions or concerns, please feel free to contact our office at 800-852-2244.
  
  Thank you. 

• Initial Complaint

  02/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  August 31, 2023 storm damage done to roof property . Claimed was filed, Adjuster came out and denied coverage. Which i disputed, yet after that i received a letter of nonrenewal with out any repairs being made by them. Nonrenewal took affect was suppose to take effect on 2/26/24. I have repaired the damage with my own money since then and i have a letter of renewal policy from them as if nothing ever happened. Yet they have denied coverage and since then are renewing my coverage without funding repairs to my home . Fraudulent practices is obvious here on there behalf. Loan#387177. Policy#21H0081136. Claim #202328266.

  

  Business response

  03/12/2024

   

  Dear Ms. **** ***

  This will acknowledge receipt of your letter of inquiry prompted by a request for assistance from ***** *****. Our company insures ***** ***** under a Manufactured Homeowners policy  which provides coverage for dwelling, personal effects, adjacent structures, personal effects, additional living expenses and personal liability.
  
  In reviewing the recent Complaint, Mr. ***** indicates he remains dissatisfied with the outcome of the claim denial. Mr. *****, the named insured, reported a wind claim on  August 16, 2023 with a date of loss of August 13, 2023. In doing so, he informed our claims department that there is damage to the roof. Water leaking through light fixture in guest bath.
  
  Our investigation into this claim revealed that there is no evidence of wind damage noted to the roof. The damage to Mr. ***** property is the result of rainwater leakage/seepage at roof due to wear, tear, and wind driven rain.
  
  Mr. ***** was explained that this type of damage is not covered under the policy he has with our company. 
  
  Based on the foregoing facts and circumstances, we have communicated its position to ***** ***** in detail and although we sympathize with his concerns, our company firmly stands by its original decision to deny this claim.
  I trust this satisfies your inquiry, however, should you have any further questions or concerns, please feel free to contact our office at 800-852-2244.

  Thank you.

  

  Business response

  03/14/2024

  21st Mortgage Corporation (“21st Mortgage”) is in receipt of the aforementioned complaint, pertaining to the complainant’s insurance policy. I have carefully reviewed Mr. *****’ account and issue the following response.
  
  On February 24, 2018, Mr. ***** applied for manufactured homeowner’s insurance through 21st Insurance Agency, indicating the purpose of use was an owner-occupied dwelling. It was our understanding the home was being purchased for his father. A copy of the signed application is attached, for reference.
  
  Upon our learning the home was being used as an Airbnb, the decision was made to non-renew Mr. *****’ policy as the aforementioned policy did not provide coverage for this type of risk. Mr. ***** was notified via letter of our decision on August 31, 2023. Mr. ***** contacted our office in regards to the non-renewal notice on September 12, 2023, January 12, 2024 and again on March 8, 2024. The policy did remain in effect until 2/26/2024. In addition to speaking with Mr. ***** about the non-renewal, our agency also emailed a copy of his policy, per his request, on October 10, 2023.
  
  As of today, Mr. ***** has provided proof of other insurance, through Foremost, which has been paid via his escrow account.
  
  Claims are paid or denied based on the conditions set forth by the policy. As explained, the damage was not the result of a sudden or accidental loss covered by the policy. Regardless of any other cause or event contributing concurrently or in any sequence to the loss, we do not provide payment for physical loss or damage to wear and tear or leakage from rain, sleet, or snow or its resulting damage whether or not wind driven.
  
  
  Sincerely,
  
  ***** **** **** ******** *********** * ********* ********** *** ************ ** **** **********************

  Customer response

  03/15/2024

  
  Complaint: ********
  
  I am rejecting this response because: THE AIRBNB COVERED THE RENTALS WITH THERE OWN INSURANCE FOR THE RENTALS THEMSELVES AND I STILL LIVED THERE FROM TIME TO TIME WHEN IT WAS NOT RENTED THROUGH AIRBNB. SO TO JUSTIFY YOURSELVES YOU HOLD MY BUISNESS WHICH WAS SEPERATE AND MAINTAIN ALL CLAIMS WHICH WAS FILED THROUGH AIRBNB WHEN DAMAGES WAS NOTED FOR THE GUESTS THEMSELVES WAS TAKING CARE OF BY AIRBNB. NOTE I DID NOT TURNED IT INTO AN AIRBNB UNTIL AFTER MY FATHER PASSED AWAY WHICH HE WAS THERE AND IT WAS PURCHASED FOR HIM TO LIVE AT THE TIME WHILE HE WAS ALIVE. SO THE NOTION OF ME NOT PURCHASING THE HOME FOR MY FATHER IS AN ASSUMPTION YOU HAVE ALL WRONG. MY FATHER LOST HIS HOME TO A FIRE AND I WAS ABLE TO PURCHASE THIS MOBILE HOME FOR HIM TO LIVE ON HIS LAND AT THE TIME OF HIS LIFE WHICH HE LIVED AND HIS PASSING WAS IN THIS HOME ON THE BEDROOM FLOOR OF THE MASTERBEDROOM. WE DISCOVERED HIM THE DAY OF ME GOING DOWN TO DO THE YARD AS NORMAL AND MY SISTER WALKED IN TO DISCOVER HIS BODY IN THE POSITON OF THE MASTERBEDROOM FLOOR.
  
  ***** *****

• Initial Complaint

  02/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I filed a theft claim with American Bankers Insurance Company of Florida homeowners policy. The company has refused to pay the claim. I will upload a list of items stolen, which they claim should be paid by auto insurance instead of homeowners policy. The tools and dirt bike were stolen from my storage building beside my house.

  

  Business response

  03/07/2024

   

  Dear Ms. **** J.:
  
  This will acknowledge receipt of your letter of inquiry prompted by a request for assistance from ****** ****** the named insured under a Manufactured Homeowner’s policy. The policy provides coverage for dwelling, personal effects, adjacent structures, personal effects, additional living expenses and personal liability.
  
  Please accept this correspondence as our company’s response to the Complaint filed by ****** ***** with the Bureau wherein, he expresses his dissatisfaction with the denial of the theft claim.
  
  By way of background, ****** ***** reported a theft claim on October 10, 2023. Mr. ***** stated that the shed was broken into. There was no major damage from it and the damage was repaired. Additionally, five toolboxes and a dirt bike were stolen belonging to his son.
  
  Upon opening this claim, Mr. ***** was explained that in order to further review his theft claim, he would need to provide us with photographs of damage showing the shed was broken into. Additionally, Mr. ***** confirmed that the door was repaired prior to calling the police and as such, we requested photographs as well. To date, Mr. ***** has not provided us with the requested documentation in order to determine coverage on the claim.
  
  Unfortunately, in this matter, ****** ***** has not assisted us in processing his claim.  As we have advised Mr. ***** throughout the claims process, the claim is still pending until he provides the necessary photographs to support this theft claim. As a result, our company has not been able to determine coverage and therefore, no payments have been issued on this claim.
  
  I trust this satisfies your inquiry, however, should you have any further questions or concerns, please feel free to contact our office at 800-852-2244.

  Thank you.

  Customer response

  03/15/2024

  They haven't paid anything at all for my claim.. I paid the insurance for eight years and this is my first claim on the insurance policy and they did not pay. How could the the complaint be closed?

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Thanksgiving 2023 a tree fell.Damaged home, completely demolished HVAC. Purchased 06/21/ 2021.Provided homeowners insurance with estimates for damage.For damaged roof, siding, skirting, gutters, & demolished HVAC. HOME FIRST AGENCY provided enough funds to repair everything EXCEPT replacement of HVAC.It HAS a WARRANTY, purchased from M-J for 13,950.00 & financed. Provided estimate of $10,000 because unit no longer made, nothing is compatible.M.******* said there's no way to repair.HFA only gave roughly $1600 to repair outside.If ***e, WARRANTY is voided.The tech HAS explained to adjuster who refuses to believe/accept it.He tried to get him to provide proprietary information & wasn’t satisfied by estimate due to not being itemized.The other repair estimates are NOT itemized.Tech also explained they would not provide itemazation for business reasons & possibility of proprietary info being compromised.It would make it impossible for a homeowner to replace their QUALITY items with inferior products/services.I have asked adjuster to find someone to repair it for the amount given because I can’t.Without heat since Thanksgiving 2023.Can't get anything repaired because of what he is stating/trying to do.Requested additional estimates AND requested proof of exact amount financed originally.Provided it all.They (******** * ****** *******d) also stated the entire unit needs to be REPLACED, for same reasons.I called TC and was surprised to hear my adjuster called them for info. Prior, I spoke to adjustor, HE VERIFIED HE WAS TOLD BY M ******* SPECIFIC REASONS why entire unit needs replacing.Still owe on the original unit.We ***’t have $10,000 to replace it:can’t finance.Homeowner’s insurance is trying not to deliver correct resolution.Since beginning, adjuster CONTINUALLY & PURPOSELY HAS MADE IT DIFFICULT.Insurance is for making you whole after something's damaged.I KNOW there is a reason I am being treated this way, which for now, I will keep to myself.

  

  Business response

  02/05/2024

  This will acknowledge receipt of your inquiry submitted on behalf of our insured, **** ******. Our company insures Mrs. ******** property under a Homeowners Plus Program (mobile home policy) administered by Home First Agency, an authorized agent of our company.
  
  Please accept this correspondence as our response to the Complaint filed by Mrs. ****** with your Bureau wherein, she expresses dissatisfaction with the claim decision. Please be assured that our company looks at the relationship and communication with its insureds very seriously.
  
  By way of background, Mrs. ****** filed a claim on December 14, 2023, with a date of loss of November 23, 2023, due to tree damage. Our company assigned an adjuster for handling and an Independent Adjuster (IA) for an on-site inspection. On December 15, 2023, the adjuster attempted initial contact in which a voicemail was left with the adjuster’s contact information. Thereafter, on December 19, 2023, the on-site inspection was completed in which the IA found the proximate cause of loss to be wind damage causing a tree to fall partially on the home. The IA completed their report and submitted the information to the adjuster for review.
  
  Subsequently, on January 2, 2024, the adjuster contacted Mrs. ****** to provide a status update and go over their findings. The adjuster informed Mrs. ****** our investigation revealed there was only damage to the AC unit on the exterior of the home, not to the AC unit found inside the home. As such, the inside AC unit does not need to be replaced in order to replace the damage coil or condenser for the outside unit. Therefore, the adjuster requested an estimate that addresses only the damage to the AC exterior unit, not both.
  
  The following day, the adjuster contacted Mrs. ****** with the claim settlement for the exterior damages to the roof, gutter, skirting and AC unit. The payment was issued as a check and mailed along with a copy of the explanation of benefits letter. On January 9, 2024, Mrs. ****** contacted the adjuster as she was discontent with the final amount wherein, she advised she was going to hire an attorney. To date, a letter of representation has not been received.
  
  Consequently, on January 10, 2024, the adjuster spoke with Mrs. ****** to go over her concerns. The adjuster explained our company’s position regarding the AC unit and again requested a second repairer estimate for the AC unit which addresses only the exterior damages, unless there was evidence provided as to why the interior unit needs to be repairs/replaced as well.
  
  Furthermore, on February 5, 2024, a claims supervisor contacted Mrs. ****** in  hopes of reaching an amicable resolution. The supervisor explained our position regarding the Ac unit and asked if another inspection could be scheduled with a non-biased third-party vendor. The supervisor explained anyone, including the service vendors she received an estimate from, could be present at the time of inspection. The supervisor also explained the undisputed payment could be deposited, as this would not affect if any supplemental payments were found to be justified.
  
  Based on the foregoing facts and circumstances, our company has appropriately adjusted this claim based on the current, known facts and circumstances and no information has been submitted to dispute our findings. It is our hope to schedule another inspection for the AC unit and come to a mutual understanding with Mrs. ******. Nonetheless, we thank Mrs. ****** for taking the time to communicate her concerns and why she felt that this service did not meet her expectations.
  
  I trust this satisfies your inquiry; however, should you have any further questions or concerns, please feel free to contact our office at 800-358-0600.
  
  Sincerely,
  
  ****** *****
  Sr. Business Unit Compliance Specialist
  Global P & C Claims
  Phone Number: 1-800-358-0600
  

  

  Business response

  02/21/2024

  This will acknowledge receipt of your recent e-mail dated February 6, 2024, inquiring on a response received from Mrs. ****** for the above-mentioned claim. Please accept this correspondence as our company’s response to Mrs. ******** request for assistance from your Bureau.
  
  Since our last correspondence, on February 14, 2024, the claims supervisor contacted Mrs. ****** with a supplement payment for the hvac unit. During the call the supervisor confirmed all of Mrs. ******** concerns have been addressed to her satisfaction, however, should anything else arise, she has the supervisor’s contact information.
  
  Based on the foregoing, our company has amicably addressed and resolved Mrs. ******’s complaint. As always, we are available should Mrs. ****** require additional support.
  
  I trust this satisfies your inquiry; however, should you have any further questions or concerns, please feel free to contact our office at 800-358-0600.
  
  Sincerely,
  
  ****** *****
  Sr. Business Unit Compliance Specialist
  Global P & C Claims
  Phone Number: 1-800-358-0600

  Customer response

  02/21/2024

  
  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,
  
  **** ******

• Initial Complaint

  01/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This business offers payment plans but it is very difficult to make a payment to them. There web site is poorly managed and their pay by phone does not work, they are not available most of the time nor do they have voice mail. I paid them monthly but on Dec 29th I paid 371. 96 payment as stated on their pay by phone which posted to my credit card. This was suppose to be final payment according to the phone payment line. They never posted this to my account. It did post to my credit card though. Now I am not able to verify if I have any insurance on my home. There is a new bill but it does not indicate what they did and it’s very sloppy their accounting. I would like to know where my money is and they need a better customer service especially with communication on ones coverage.

  

  Business response

  01/22/2024

  We apologize on behalf of HomeFirst Agency Inc if Ms ******** experience with our Agency or payment systems were less than satisfactory. Businesses do experience times where third parties may have issues but Ms ****** has been assured, in a recent conversation with one of our Agents that her payment was received and was posted to her account on 01/03/2024. Her policy is paid in full from 07/01/2023 to 07/01/2024 policy period.
  
  HomeFirst has taken Ms. ******** suggestions and noted them for future reference as we strive to always make improvements to processes, hours and systems. Upgrades are always coming in the future and just take more time than we would like. We thank Ms. ****** for her business and hope she will remain a HomeFirst customer in the future.

  We encourage her to contact our office if there is any further issue pertaining to this matter and we'll do our best to resolve it.

  

  Business response

  01/23/2024

  Date Sent: 1/22/2024 3:14:47 PM
  

  We apologize on behalf of HomeFirst Agency Inc if Ms ******** experience with our Agency or payment systems were less than satisfactory. Businesses do experience times where third parties may have issues but Ms ****** has been assured, in a recent conversation with one of our Agents that her payment was received and was posted to her account on 01/03/2024. Her policy is paid in full from 07/01/2023 to 07/01/2024 policy period.
  
  HomeFirst has taken Ms. ******** suggestions and noted them for future reference as we strive to always make improvements to processes, hours and systems. Upgrades are always coming in the future and just take more time than we would like. We thank Ms. ****** for her business and hope she will remain a HomeFirst customer in the future.

  We encourage her to contact our office if there is any further issue pertaining to this matter and we'll do our best to resolve it.

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