Complaints

This profile includes complaints for HomeFirst Agency, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  HomeFirst Agency, Inc.

  Maryville, TN 37802-9770

  
• 

  HomeFirst Agency, Inc.

  5000 Clayton Rd Maryville, TN 37804-5550

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/30/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lost date occurred on 08/09/2024. Acknowledgement of the claim occurred on 08/12/2024Claim number: 202428711 water & wind Policy Number: HPL0218025 Type of Home: Mobile Home: From August 4 to August 10, 2024, it rained almost every day. During this time, Hurricane Debby’s heavy rains and destructive winds severely damaged my roof. I filed a claim, and an adjuster came on August 17, 2024. He stated that the house might be condemned due to the damage, including water leaking from light fixtures and switches, which he said was a fire hazard. He took pictures but didn’t share them. This is a mobile home I’ve insured to cover situations like this. Now, mold is growing in the home I share with my wife and three kids. My youngest daughter, who is 11, has Myasthenia Gravis, an autoimmune disease that affects her breathing, muscles, eyes, and joints. She takes daily medication. The claim representative falsely claimed the damage was preexisting. There was no preexisting condition—there is no way I would let my daughter live in a mold-filled house. I’m doing everything I can to get my family out of these dangerous conditions. I believe the company is trying to avoid paying because it’s a manufactured home. My home had no prior water damage. Any manufactured home would suffer damage after six days of rain and a hurricane like Debby. Today, 09/27, 2024, we were hit by the outer bands of Hurricane Helene, worsening the situation. I believe the back bedroom is going to completely collapse. On 09/18/2024 they sent a letter that states that the damages to you home do not exceed the $1,000 policy deductible. It showed a replacement cost of $65. Really? I need for ABI Company to pay so that I can provide a safe living environment for my family. Why sell policies for manufactured homes if the company will do everything to avoid paying claims? We are living in hell. I am disable and can't pay for the repairs out of pocket. I need this resolved ASAP! We can't sleep in the bedroom.

  

  Business Response

  Date: 10/14/2024

  October 14, 2024
  
  This will acknowledge receipt of your letter of inquiry prompted by a request for assistance from ****** ********, the insured. Our company insures Mr. ********** property under the Renters’ Policy. The policy is filed as a product which provides coverage for Personal property including Theft, Medical Payments, Additional Living Expense (ALE), Bodily Injury & Property Damage Liability. 
  
  Please accept this correspondence as our company’s response to the Complaint filed by Mr. ******** with your Bureau wherein, he expresses dissatisfaction with the coverage decision. Please be assured that our company looks at the relationship and communication with its insurers very seriously.
  
  A review of the claim file indicates that the claim was reported by Mr. ******** on August 12, 2024, due to a windstorm. Please note, upon filing the claim, Mr. ******** elected the Self-Service option (an online self-assist method to initiate his claim). Our company assigned a claim number to the loss and an adjuster to review the documentation uploaded into the portal and/or sent via email. A claim acknowledgement letter was sent to Mr. ********.
  
  Soon after, the Independent Adjuster (IA) performed an inspection of the dwelling and on August 24, 2024, the inspection report was received. Upon review of the IA’s report and further review of the claim, the damages found during the inspection were due to incomplete repairs from prior claims filed and were not sudden and accidental.  On September 16, 2024, the adjuster contacted Mr. ******** with the claim denial and a letter was sent to him which included the denial policy language.
  
  In summation, based on the foregoing facts, this claim was handled in accordance with the provisions and conditions of the policy and the adjuster has satisfactorily communicated with Mr. ******** regarding the claim outcome. Therefore, and although we sympathize with Mr. ********, at this time we reaffirm our claims decision.
  
  I trust this satisfies your inquiry, however, should you have any further questions or concerns, please feel free to contact your claims representative or our office at 800-358-0600.
  
  
  Sincerely,
  
  ******** ****** ******** ******
  Senior Business Unit Compliance Specialist
  Global P&C Claims
  800-358-0600 

• Initial Complaint

  Date:09/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So we have had some serious storms come through Tucson in July and August of this year. Put in a claim in July dealt with ****** ****, was told he could only fix part of our roof because of a previous claim which we fixed on our own which included windows which were replaced and part of the roof. So know I'm putting in a claim 3 years later and all he mentions is that claim. So we dealt with the 1st claim , now I had to put in a 2nd claim because if more damage to our 276 feet wall which on the first claim they payed out 76 feet on the wall which was on the east side 2nd claim is on the west side fence falling over. They said it was included on the first claim. 2 different storms 2 different damages. Know I have a new adjuster , who keeps telling me she will send out on adjuster to review the fence , it's going on 1 mth . Nicole carting keeps saying she will call us back , she has hung up on me. She has not answered her calls . I have left messages for the lead supervisor have not received a phone call . I'm trying to fix damages but can't even get answers. People pay their premiums , but when it comes to getting help from home first it has been a nightmare !!! Just want answers , not to be avoided like we have been ....

  

  Business Response

  Date: 09/20/2024

  We have reached out to our customer and offered another inspection.  We appreciate hearing about a problem or miscommunication on our part, as we do want to provide the best service possible.  We will do our best to rectify the situation and help our customer.  

• Initial Complaint

  Date:09/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a claim in August 2024 to get a new roof and make sure my family is safe and not living with ongoing leaks which leads to mold. An inspector came out from homefirstagency and said the roof was defective and it had misplaced nails, shingles were laid wrong and that I had a dead valley. The adjuster denied the claim of the roof being defective. And said the damage was done by nail pops and worn sealant. Which lead to consequential rainwater leakage. And for that I would receive 383$ to fix those issues. The adjuster included that I get another contractor come out and take pictures to send in. I sent them in on 9/11 I have done what was asked. I haven’t heard back from them.

  

  Business Response

  Date: 10/04/2024

  October 4, 2024
  
  Dear **** *******: 
  
  This will acknowledge receipt of your letter of inquiry prompted by a request for assistance from ****** *****, the insured. Our company provides coverage to Mr. ***** ‘s Mobile Home under a Manufactured Home Service Contract, administered by Home First Agency, Inc. This Manufactured Home Service Contract provides coverage for defects or poor installation to covered components during the term of coverage that was originally supplied by the manufacture; however, does not provide coverage for the ensuing damage from the defect or poor installation.
  
  In addition, our company provides coverage to Mr. ***** ’s 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 Mr. ***** with your Bureau, wherein he expresses dissatisfaction with the denial of the claims.
  
  A review of the claims files indicates that the claims were reported by Mr. ***** on August 13, 2024, with the date of loss July 9, 2024, for the roof defects and water damage to the interior. An adjuster was assigned to the claims for adjudication and review of the documents. The initial contact was completed on August 14, 2024, where the coverages and claim process were discussed. In addition, the Independent Adjuster (IA) was requested to perform the on-site inspection.
  
  Moreover, the on-site inspection was completed on August 20, 2024, in which the IA found long term damages to the interior of the dwelling from rainwater seepage due to worn-out roof sealant. In addition, the IA noted some misplaced and popped nails on the roof. Appropriately, the IA completed their report and submitted the information for the adjuster’s review.
  
  Subsequently, on September 6, 2024, the adjuster contacted Mr. ***** to do over the claim denial for the interior damages. As per mobile home policy provisions water seepage due to wear and tear is not a covered loss. Accordingly, a copy of the denial letter with the applicable policy language was sent to Mr. Smith. In addition, the adjuster went over the claim settlement details for the repair of the popped and misplaced nails under the manufactured home service contract. Accordingly, the claim payment was issued and sent to Mr. ***** along with a copy of the explanation of benefits letter.  
  
  Please note, the contractor’s estimate provided by Mr. ***** on September 11, 2024, for the full roof replacement was found to be not warranted. Should Mr. ***** provide an estimate for the damages that were covered under the manufactured home service contract, the adjuster will review and contact Mr. ***** with an update.
  
  Based on the foregoing facts and circumstances, these claims were handled in accordance with the provisions and conditions of the policy and our company has satisfactory communicated with Mr. ***** regarding the outcome of the claims. Although we sympathize with Mr. Smith’s dissatisfaction, we are unable to change our position.
  
  I trust this satisfies your inquiry; however, should you have any further questions or concerns, please feel free to contact our office at 1-800-358-0600.
  Sincerely,

  
  **** ****
  Sr. Business Unit Compliance Specialist
  Global P&C Claims

  
  

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/19/24 we contacted HomeFirst Agency to file a claim on a leaking door. They sent an adjuster out to take photos. On 9/9/24 they contacted us to deny the claim. We were told the warranty only covered defects. That a leaking door is not a defect but a manufacture issue. I asked how that was not considered a defect to which i was told i had to contact my insurance company or the manufacture.

  

  Business Response

  Date: 09/24/2024

  September 24, 2024
  
  Dear **** *******: 
  
  This will acknowledge receipt of your letter of inquiry prompted by a request for assistance from ****** *****, the insured. Our company provides coverage to Mr. *****’ s Mobile Home under a Manufactured Home Service Contract, administered by Home First Agency, Inc. This Manufactured Home Service Contract provides coverage for defects or poor installation to covered components during the term of coverage that was originally supplied by the manufacture; however, does not provide coverage for the ensuing damage from the defect or poor installation.
  
  Please accept this correspondence as our company’s response to the Complaint filed by Mr. ***** with your Bureau, wherein he expresses dissatisfaction with the denial of the claims.
  
  A review of the claims files indicates that the claims were reported by Mr. ***** on August 21, 2024, with the date of loss August 14, 2024, due to structural and door defects. An adjuster was assigned to the claims for adjudication and review of the documents. The initial contact was completed on August 22, 2024, where the coverages and claim process were discussed. In addition, the Independent Adjuster (IA) was requested to perform the on-site inspection.
  
  Moreover, the on-site inspection was completed on August 26, 2024, in which the IA found the proximate cause of loss to be settlement of the dwelling and water seepage due to wear and tear of the door seal. Appropriately, the IA completed their report and submitted the information for the adjuster’s review.
  
  Subsequently, on September 9, 2024, the adjuster contacted Mr. ***** to do over the denial of the claims as per the IA’s report no structural defects were found at the time of the inspection.  Accordingly, copies of the denial letters with the applicable policy language were sent to Mr. *****.
  
  Consequent to the receipt of the complaint, on September 10, 2024, the adjuster contacted Mr. ***** where it was explained that Mr. ***** can have a contractor of his choice to diagnose the damages and submit their diagnostics and repair estimate for the re-evaluation of the claims.

  Based on the foregoing facts and circumstances, these claims were handled in accordance with the provisions and conditions of the policy and our company has satisfactory communicated with Mr. ***** regarding the outcome of the claims. As such, once the contactors documents are received the adjuster will review and contact Mr. ***** with the results of the supplemental review. 
  
  I trust this satisfies your inquiry; however, should you have any further questions or concerns, please feel free to contact our office at 1-800-358-0600.
  Sincerely,
  **** **** *** ******** **** ********** ********** ****** *** ****** 

• Initial Complaint

  Date:08/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:08/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My children's roof was blown off on May 6th, 2024 in a storm. They have been going back and forth with Home First Agency in Maryville, TN. Insurance agent told them to get 3 estimates, they got 3 estimates from reputable contractors. Then they were told that they (ins. company) was only going to cover 1/3 of the roof. What? They don't live in just 1/3 of the house. Well now they are being told that they (my children) have to go back to the contractors and get an explanation of why they need a new roof! Well a blind man can see why! The insurance company has given the kids the runaround. They are losing cool air through the tarp covered make shift roof. How is someone supposed to live in 105 degree weather in Oklahoma summer with 3 young children? Now momma is involved and she is not happy. If these were your kids and grandkids, what would you do? If I had the money I would pay for them a new roof, but since they pay Home First Agency insurance payments, why should I have to! I want the insurance company to get a new roof on the house and do it as soon as possible. Why would anyone pay for this insurance and have to jump through hoops to get a replacement roof? This was a storm that literally ripped their roof off. The same storm that did damage in other parts of Oklahoma. I will not stop till my children and grandchildren are covered with a new roof. My next stop is the insurance commission if this is not resolved soon. ***** ******

  Customer Answer

  Date: 08/08/2024

  ***** ******, homeowner and policy holder

  

  Business Response

  Date: 08/22/2024

  August 22, 2024
  
  Dear **** ******** 
  
  This will acknowledge receipt of your letter of inquiry prompted by a request for assistance from ***** ******, 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 your Bureau, wherein she is requesting coverage for the roof replacement.
  
  We are pleased to inform the Bureau that the parties have reached an amicable resolution to this claim and satisfied the allegations set forth in the Complaint. Specifically, our company has agreed to issue a supplemental payment based of the contactors estimate provided to settle the claim.
  
  I trust this satisfies your inquiry; however, should you have any further questions or concerns, please feel free to contact our office at 1-800-358-0600.

  
  Sincerely,
  **** ****
  Sr. Business Unit Compliance Specialist
  Global P&C Claims

  
  

• Initial Complaint

  Date:06/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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

  Date: 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

  Date:04/12/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:04/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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

  Date: 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

  Date:04/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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,