ComplaintsforFirst Acceptance Insurance Company

• Initial Complaint

  12/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My automatic payment was taken out on the wrong day, a week before I got paid, and the company said they couldnt refund my payment for 12 days, leaving me and my son stranded with no money for gas and no refund. I was told to call my bank for the dispute, but since the payment was pending, they couldnt dispute it. DO NOT USE ACCEPTANCE INSURANCE, WORST INSURANCE COMPANY EVER!!!! TERRIBLE!!!!!!!

  

  Business response

  01/19/2022

  Business Response /* (1000, 5, 2022/01/11) */ Dear Ms. ******: This letter is in response to the complaint filed by Mr. ***** ********** regarding the drafting of funds for his automobile insurance policy. On October 11, 2021, Mr.********** completed an application for automobile insurance with Acceptance Insurance. To issue his policy, a down payment was made by Mr.********** in the amount of $194.15. At the time of application, Mr.********** requested that future monthly premiums be paid by electronic funds transfer (EFT) through his financial institution. On October 20, 2021, an invoice was sent to Mr.********** advising of the next premium payment due on November 11, 2021, in the amount of $185.73. The notice advised that if payment was rejected for any reason, including insufficient funds, the policy would cancel. On November 11, 2021, a request for payment through EFT was made to Mr.**********'s financial institution. However, we received a declination for payment due to insufficient funds by Mr.**********'s financial institution. Subsequently, the insurance policy for Mr.********** cancelled as the premium payment required was not received. We did not receive any funds from Mr. ********** other than the initial down payment. On November 12, 2021, a confirmation of cancellation notice was sent to Mr.**********. Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns please contact us at *************************, or contact the undersigned and please send a copy to *************************. Sincerely, *************** Underwriting Director (800) ********, ext. ***** ********************************

• Initial Complaint

  12/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Had a no fault accident on Sept 11, 2021. Acceptance insurance took 6 weeks to decide if they were going to fix or total it. While they thought about it for 6 weeks, I was out of work. I have all records showing each time I contacted Acceptance via phone, voicemail, email, and text. Seeking missed pay of 6 weeks while Acceptance decided what to do with my car.

  

  Business response

  01/03/2022

  Business Response /* (1000, 5, 2021/12/17) */ Dear Ms. *****n: This is in response to the complaint filed by ****** *******. On September 11, 2021, Ms. ******* reported that another vehicle had hit debris in the roadway causing the debris to hit her 2003 ***** CR-V with vehicle identification number of *****************, causing damages to front hood, windshield, review mirror and roof damages. On September 13, 2021, we spoke with Ms. ******* and secured the statement regarding the loss and set up the mobile app for inspection. On September 14, 2021, we received the estimate back regarding the 2003 ***** CR-V, we spoke with Ms. *******, explained the estimate and supplement process, payment for the initial damages caused from the loss was issued on September 14, 2021, and approved on September 15, 2021. On September 28, 2021, we received a call from ******* ****** which is a listed driver on the policy and the vehicle lien holder where we had explained the supplement process. On October 5, 2021, we received a call from ******* ****** and explain supplement has yet been received from their shop and provided the supplement department contact number, we also sent a message to the material damage department to confirm no supplement was received and they had followed up with the shop but was unsuccessful in reaching anyone at the shop. On October 6, 2021, we spoke with ******* ****** and explain again, no supplement received, and Mr. ******* advised shop would send supplement when the vehicle goes to the shop. On October 19, 2021, we received another call from ******* ****** and confirmed supplement not yet received, on the same day we contacted the body shop and provided the supplement department contact information. We notified supplement department that the body shop was attempting to submit supplement, supplement department followed up with the shop and assigned appraiser for supplement. The supplement appraisal was reassigned on October 21, 2021, due to the prior appraiser being out of the office. On October 22, 2021, Ms. ****** and explained supplement team was working on the supplement. On October 29, 2021, supplement was completed, and payment was issued to the body shop, ********* Collision Center. A text message was sent to Ms. ****** ******* advising of the supplement payment being issued to the body shop. We regret that Ms. ******* has experienced frustration with her claim and can assure you that Acceptance Auto Insurance strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner. Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns, please contact us at **********@acceptance.com, or contact the undersigned and email a copy to **********@acceptance.com. Sincerely, ******* **** Regional Claim Director (615) ******** *****@acceptanceinsurance.com

• Initial Complaint

  10/19/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Saturday Oct 16th, 2021 I called assurance insurance company in Turlock, Ca to obtain renters insurance for my son Victor ***** who was to move in that day. While speaking to Victor ********* he informed me it would be $172.20 for the down payment then $9 per month. I gave my card info. We hung up then Mr ********* called me back to verify my card info because only $47.20 could be charged to my account; he said anything more was declined. In an effort to help me pay the rest he said he would be willing for me to ***** him the remaining balance of $125. and pay using his personal bank card. Since the office closed at 2pm and my son was to show verification to move in this same day I proceeded to ***** Mr ********* the remaining balance. I later realized that the papers my son received via email contained only the $47.20 that was charged to my card. On Monday I found out that the $125 I paid was a "broker fee". Is this legal?! We never discussed a broker fee!! I was lied to.

  

  Business response

  11/04/2021

  Business Response /* (1000, 5, 2021/10/27) */ Dear Ms. ******: This letter is in response to the complaint filed by Tina *****, mother of the named insured. As stated in Ms. *****'s complaint, this insurance transaction was expedited on Saturday, October 16, 2021, as the named insured, Victor ***** was moving into a new residence and proof of insurance was required as quickly as possible. In reviewing the insurance application documents with Broker Fee Disclosure forms, and speaking with licensed broker Victor *********, license number ******** a proposal was presented to Ms. ***** based on the information provided for the risk. The insurance premium and applicable fees were disclosed to Ms. ***** as she stated she was making the payment for the insurance coverage for her son Victor. The insurance application documents including the Broker Fee Disclosure form, were reviewed with Victor *****, and emailed for his signature. The application documents and the Fee Disclosure forms were electronically signed by Victor ***** and emailed back to Mr. *********. Broker fees are permissible, and the appropriate disclosures were explained. Mr. ********* recollection of the transaction matches the information in the complaint statement of which only $47.20 was authorized by Ms. *****'s bank card and he was unable to process balance due of $125.00 by the same bank card and Ms. ***** completed the transaction via *****. We regret Ms. ***** has experienced frustration and can assure you that we strive to create a courteous, service-oriented relationship with our customers. Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns, please contact us at *************************, or contact the undersigned and please send a copy to *************************. Sincerely, Shannon ******** Director, Legal Support Services *********@acceptanceinsurance.com ************ cc: Compliance Analyst at *************************

• Initial Complaint

  09/25/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have tried calling acceptance multiple times to fix accidents still under my insurance policy after 3yrs. Every time I try to call I either get disconnected or told to call progressive. Progressive actually cannot legally assist since Acceptance is where I started my policy. I would like to speak to someone regarding my policy that is all.

  

  Business response

  10/14/2021

  Business Response /* (1000, 5, 2021/10/05) */ Dear Ms. ******: This letter is in response to the complaint filed by Mr. ************. After reviewing this complaint, I attempted to contact Mr. ***** by phone on September 30, 2021 @ 10:44 AM CST, and again in October 1, 2021 @ 10:23 AM CST, both times I left a voice mail message with my contact information. I also emailed Mr. ***** on September 30, 2021, and as of today's date, I have not received a response. I wished to discuss further with Mr. ***** the portion of his statement in the complaint that Progressive was unable to assist with his policy because Acceptance is the agency. Progressive does operate a customer service department for their policy holders. Per my phone conversation with a Progressive customer service sales agent on October 4, 2021, it is noted on Mr. *****' policy that insured spoke with a representative twice on September 24, 2021, and a representative contacted Mr. ***** also on September 24, 2021. The conversations were concerning the insured's motor vehicle report activity and updates made to the policy information. There were additional conversations and policy updates noted on September 28th and September 29, 2021. We regret the Mr. ***** has experienced frustration and can assure you that we strive to create a courteous, service-oriented relationship with our customers. Acceptance Insurance welcomes our customer's feedback on their experiences with our agency and how we can improve our service to our customer's. Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns, please contact us at *************************, or contact the undersigned and please send a copy to *************************. Sincerely, **************** Director, Legal Support Services ************ **********************************

• Initial Complaint

  09/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is the worst experience I have ever had with a company in my life. I signed up for the wrong insurance plan online. I paid $470 upfront. Called back immediately and said I made a mistake and needed to cancel because my plan needed an SR22. They sent me an email link to cancel through. Then said my refund would only be for $83 because of all the charges in their cancelation policy. This company literally stole $400 from me for less than 24 hours of insurance. Awful customer service from ******** and ****, no sympathy, understanding or willingness to help. Almost seemed happy that their company was ripping people off. Stay away from this company.

  

  Business response

  09/17/2021

  Business Response /* (1000, 5, 2021/09/03) */ September 3, 2021 TO: Better Business Bureau of Middle Tennessee, Inc ATTN: ************* RE: Complainant: # ******** Named Insured: **************r Policy Number: CSFL ****** Company/NAIC #: First Acceptance Insurance Company, Inc. - 10336 Dear Ms. ******: This is in response to the complaint filed by **************r, dated September 2nd. **************r's complaint described being informed that his premium refund was going to be less than his initial down payment. On August 18th, Mr. ******** took out a policy online that was high risk. The policy should have been listed as an SR22 as that is what Mr. ******** was needing. He contacted us on August 18th and again on August 19th to attempt to rectify the policy to be in compliance with the state. In Florida, a paid in full policy for an SR22 has to be obtained. Mr. ******** stated that he could not pay the policy in full and wished to cancel. Due to the policy not meeting Mr. ********'s needs of an SR22, we are issuing a full refund of 399.46. We regret Mr. ******** has experienced frustration with the cancellation of his policy. We can assure you that Acceptance Insurance strives to create a courteous, service-oriented, working relationship with our customers to resolve each inquiry in a timely and equitable manner. Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns, please contact us at *************************, or contact the undersigned and email a copy to *************************. Sincerely, **************** Call Center Director *********************** cc: Compliance Analyst at *************************

*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. ↩