ComplaintsforA-MAX Insurance Services, Inc.

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Saturday 4/20/2024, I bought a car and needed insurance to drive the vehicle off of the lot. I called around and was connected to what I thought was National General Insurance. After being quoted a costs for insurance, I was then notified that it was a brokers office. I quickly agreed to the insurance premium and requested confirmation that if I cancelled the policy I would be refunded what was not used of the premium, etc. I later contacted the company to cancel the policy. The phone numbers did not work for the policy and no one contacted me to discuss the policy. I received an email requesting me to sign a document of cancellation. After paying an outrages amount, I have received a very minor amount of my premium back after 3 days of service in addition to believing that this company has purposely misrepresented their fees and over charged me. I have not heard back from the company after continuously attempts to call back their listed phone numbers. I believe that information regarding this policy was inadequately explained in a way to make a profit and take advantage of my situation when I specifically asked about the refund process.

  Business response

  05/23/2024

  ****************** purchased a policy with A-MAX ********************** on 04/20/2024.  Total cost to start the policy was $625, this amount included $294.63 submitted to the carrier, $55 on agency fees and a $275.37 broker fee.  Insured is presented all documents before payment is taken.  Our broker forms state the agency and broker fees are non-refundable.  Insured acknowledged and signed the forms.  
  
  We received the cancellation request from the customer on 04/23.  Our rep received the cancellation form and processed with the carrier, National General.
  
  National General processed a refund of $189.95 and sent to ******************.  Refund is calculated from the $294.63 submit minus a cancel fee ($50) and days of coverage provided prior to cancellation.  
  
  We have followed all procedures and cancelled the the policy as requested.  All refunds owed were sent back to the customer.  As agreed and signed to by the customer, broker and agency fees are non-refundable. 

  Customer response

  06/03/2024

  I don't agree with the decision. The business claims to have record the phone calls and I specifically asked the agent about cancellation fees and the admin fees. The business lacks good faith and misled me in my purchase when I explicitly told the agent I just needed insurance for 3 days until my old policy could renew. If I would have better understood the fees I would not have agreed. I would like for the business to work with me for a better resolution. 

  I also was delayed in response due to focus on a funeral in my family and would appreciate an extension on the response time. 

  Business response

  06/12/2024

  As stated on our broker forms that were agreed by ******************, all fees are non-refundable.  As a gesture of good faith, we are offering a partial refund from the fees for $150.

  Customer response

  06/17/2024

  I have reviewed the business response and accept this resolution. I think the offered resolution is a show to the company's business ethics and working with customers. 

• Initial Complaint

  05/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dateline:5/10/2024;12:34p.m.Transaction for nonowner auto liability. Debit card.Ref#********* Policy # *********** I need to rent a car Gave info including DL#. An agent,*************************** phoned with a quote. Now mind you conversation was recorded and I'm going off top of head but the first quote for minimum liability was $150 including down for a 6 month policy. I said I'll think it over and she countered with another quote but had to do transaction NOW. So thinking I would use car for one day and maybe in future would rent again policy would be convenient as not to have to purchase at rental company. Sent electronic docs thru email to sign and print out.Oh and a key point is I asked if the nonowner liability could be used on a rental. Agent said no then backpedaled and said yes. Then after hung up she called almost immediately. Said so you rent. Yes i said. Then she as it turns out was 'upselling' with an offer and I paraphrase ,'could bundle renters insurance with liability at no charge and after month would "drop off" or could call to terminate.' Well I said didn't need but thinking I could terminate with no obligation ok'd it. So when I looked at docs charge for 110- car insurance and 9 something for renters. So I call. Spent maybe 2 hours on phone. ***** never called back. Got put on hold and passed around numerous times including disconnects. Wish I had taken names but some lady I spoke with said couldn't use liability for rental. Last conversation went back and forth with I think a supervisor and 'Candy'listening in. Said liability good for rental. I said keep nonowner and refund renter . Said prorate applied.Never sent form to sign for refund so texted cancel liability too.Have receipt on liability but not renter-link expired.They texted would cancel liability, nothing on renter. Agent not knowledgeable about product or misled me. I kept making the point weren't transparent. Never submitted documents but gave ok verbally.

  Business response

  05/23/2024

  There was some coverage confusion when ******************** purchased his policy. This happened because A-*** was given conflicting information from the insurance company (Dairyland) when we called them inquiring about coverage for rental vehicles. A-*** acknowledged that confusion, we voided the entire policy, and we also voided the $110 credit card charge, which was paid by ********************.  We believe this entire matter was resolved immedaitely without any need to involve the BBB.  

  Customer response

  05/23/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/20 I was contacted about a payment for my insurance. I told them that a note should have been on my account since my car was totaled. They asked for my name and I said it twice but they said they couldnt hear. So I was trying to see whats the best way to handle this and she said Boy Bye. I swear Now I was confused because what?!?So I called back trying to see why she would say that. She said I said that because you were being rude but I wasnt. And even if thats the case you shouldnt sayBoy Bye. I was telling her I felt disrespected and she started to argue with me so I hung up She proceeded to call my phone twice and harass me. Their number is ********** and you can see them calling me on the log. It was extremely disrespectful and rude and I feel harassed. I asked for her name but she wouldnt give it to me. The calls were made on 4/20 at 12:00-12:05pm

  Business response

  04/24/2024

  As part of our customer service process our agents call customers about monthly payments to ensure they don't have a gap in their insurance coverage. In this case there was not a note in our system when the agent made the monthly payment reminder call on 4/20/2024 and we were unware the car was not in service. On 4/20/24 the agent made a note about the car not being in service and also noted not to make payment reminder calls. Today, I also made a DO NOT CALL note on the customers file.

  I cannot really comment on the allegations that the agent made a comment, or a referecne to "Boy Bye." I have no idea where that comment would come from, or why it would be made. I'm sorry that the customer heard this comment.
  

  Customer response

  04/24/2024

  I am rejecting this response because:   I dont have a recording of the conversation because my earphones were in so the audio was off. They said Ill need to wait 15 days until I get a response to the case. They also stated that the agent may have not recorded the conversation intentionally to avoid consequences. 

  Business response

  05/07/2024

  A-*** has no further comment or response to for this issue. We have explained the situation as best that we can and unfortaunately that hasn't satified the consumer. 

• Initial Complaint

  04/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A-MAX Auto Insurance | ************************************************************************************************************ P: ************** | E: ******************************************* *************************** - Office Manager - added the wrong vehicle to my auto policy. I have provided documentation on 3/22 - 4/3 - 4/8 and 4/15 by email of the correct vehicle. As of today 4/17, my coverage expires. Them knowing that my coverage expires, they just updated the correct vehicle to the policy which is now increased in price. They dropped the ball but wont assist with pushing the payment out or refunding me the money due to the error on their end. As of today I do not have the funds to pay for the updated amount and my coverage is going to cancel. I provided correct documentation, I reached out weeks before my coverage expired, I've emailed called and spoke to them in person and I get no assistance.

  Business response

  05/01/2024

  The A-MAX District Manager and Regional Manager contacted ****************** and we have resolved his customer service issue. We have also offered ****************** a refund of $150 for the inconvenience and he is completely satisfied with the service he has recevied from AMAX now. 

   

   

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company signed up insurance for a vehicle that I do not have I did give them the Vin number over the phone... I did send my son in there pay I no longer had the old vehicle for more than 5 months probably now I did not have any old information on that vehicle how did they get the old *** number for that vehicle I don't know my son did not give them the old vehicle number he told him the old vehicle he don't have anymore somehow the old vehicle was insured when the police stopped me they said your insurance don't match your vehicle but now they're trying to charge me to change it over to the right vehicle the policy expires in 10 days but that old vehicle have been insured for almost 30 days now I don't think I should have to pay anything ****** stated that it was an agent error but when the customer service called her she told them something different I did not hear the call they put me on hold so what I'm thinking she made that actually apartment that insurance the vehicle which is customer service she made them think something differently by saying that it was my fault but she told me that the agent era I heard her by mouth and she said the calls are recorded but they're trying to put it on my son saying he gave them the old information off of vehicle he didn't do that they say the calls are reported he might have told them he had another old Cadillac but he had the new *** number and ****** stated from her mouth go ahead and call customer service and I explained to them that it's an agent error ... I do believe that error was made by an agent they're lying back and forth now the car should have been a 2014 Cadillac CTS but they insured the 2013 which was the old car that I didn't have anymore I caught the lady lying to me because she said that arrow was by the agent but when we got customer service phone the phone they put me on hold I couldn't hear the call she told her some totally different that's to make sure that they still get the $35 fee we're still trying to charge me just to change that vehicle over I shouldn't have to pay anything that era was not on me or my son because I did everything by phone I'm the one gave her the *** number and I gave her the new *** number not the old one cuz I don't even have the old one anymore like I said that car been out of my positions for quite a while

  Business response

  04/18/2024

  ****************** visited the A-*** ********************** store in ******* on March 15, 2024, and requested a quote for a 2013 Cadillac (VIN *****************).  A-*** ********************** completed the insurance application with the information ****************** provided and ****************** signed the entire application attesting to the accuracy of the information. Per ******************** request the policy coverage was effective immediately @ 6:13PM on March 15, 2024. ****************** failed to make the first monthly payment to keep the policy in-force and the policy was canceled by the insurance company for non-payment of premium on April 16, 2024.

  
  The only possible way for A-*** ********************** to get a vehicle ID number (VIN) is from the customer. It is impossible for A-*** ********************** to get a VIN from any other sources, systems, or databases! ****************** had the insurance coverage she requested for the vehicle that she asked to be insured. ****************** paid A-*** $150.00, which was $143.33 for the insurance company for 30 days insurance coverage, plus a $6.67 agency fee for A-***. ****************** was insured for ~30 days for the car she requested and with the coverage she asked for. There is no refund available since ****************** had the insurance she requested and attested to when she signed her insurance application. 

• Initial Complaint

  04/04/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I was searching for competitive prices for insurance. This company offered a good deal, and I accepted the price they offered. They took a down payment, and asked that I send pictures of my car AFTER taking the money, and they sent paperwork to sign with the wrong start date on the policy, as well as an extra name for my household that I never gave them, that should never have been on my policy.After sending the pictures of my car, I was informed the next day that the policy price went up $38, but with the same down deposit. I told them I was unhappy with this change, and that it was NOT what I agreed to pay, and that I want my down deposit back.They attempted to use scare tactics to keep me, told me I wouldn't find a better price (but I did), kept asking if I wanted to sign the new policy, and are now demanding that I show proof of having insurance with another company before they return my money!It feels extremely shady, I am concerned that they won't return my money.

  Business response

  04/11/2024

  Ms. ************ purchased a policy with A-MAX ********************** on 04/02/2024.  Total cost to start the policy was $485.86, this amount included $240.86 submitted to the carrier, $45 on agency fees and a $200 broker fee.  Insured was only able to make a payment of $285 at point of sale and the remainder was set to draft at a later date.  Insured was presented with all forms and a discrepancy on the effective date of the policy was discovered.  It was set to 4/22/2024 per system error.  Once the agent attempted to change the start date of the policy, the carrier was requesting an additional amount of $38. 
  
  
  At this point, **************** did not sign the application and requested to cancel the transaction.  In order to void out a policy and avoid any fees, we request proof of duplicate coverage such as a declaration page.
  
  
  Seeing as **************** would prefer to not submit this document, we will be cancelling the policy per her request and as a courtesy will cover all cancellation fees incurred by the insurance carrier.  We have refunded the $285 back to the card ending on 0841 (Please see proof of refund attached).  

  Customer response

  04/11/2024

  I have reviewed the business response and accept this resolution. I thank you for the swift response and action taken.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This a a-Max ********************** issue. Well to start out I was paying quite a bit for a bare minimum policy so I went in to see if I could get a lower price. I was quoted roughly 75$ a month with a 130+ charge to initiate the policy. Well nearly a month later I was sent a letter that said they were canceling my automatic withdrawal because they had changed my policy because I had not provided adequate documentation of proof of prior **********************. Which if they had let me know that, I wouldve gladly done. Next I had to pay a higher payment to keep my ********************** while I worked this out. I assumed they would fix it and reimburse me for my inconvenience. My issue is not with what Ive been through but with the ending result. Now I cant get the 60$ a month discount for having prior ********************** because of this and my payment is the same as its been for the last year. Not sure how its my fault that they didnt allocate all the information they needed to provide me with the policy they told me I was getting. I guess what can you do.

  Business response

  04/12/2024

  *************** was contacted by *****, our Regional Sales Manager for A-MAX *********************** After reviewing Mr. ******* file we have completely resolved the customer service issue. **************** (using another email address) sent us a note expressing his complete satisfaction and also told us he was withdrawing his BBB complaint. 

  ****

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Initial communication with ******* on 2/18/2024 via text *************). Provides required information and on 2/20/2024, ******** provides quote. On 2/20/2024, I paid $475 to start policy. Text ******** inquiring about notifying financial institutions about coverage on 2/27/2024. ******** offered to fax policy on 2/27/2024. I declined ********* offered since she informed me that the policies were mailed to me. I told ****************** would email the financial institutions a copy of the policies upon receipt. On March 3, 2024, I received a cancellation letter dated February 21, 2024. First call to Amax and text message to ******** regarding the cancellation notice was made March 4, 2024 @ 2:47 pm. Agent claimed she could not help me and transferred me to call center. After waiting 10 minutes ****** answered the call. She informed me that ******** transferred my case to ***** and she would transfer me to them. However, it was the same number i initially dialed. ****** decided to hear my concerns and assured me she would call me back. To date, she has not called me back. On March 4, 2024, I text ******** 3 times. To date, no response. On March 5, 2024, I received a text message from *****. After explaining my concerns, to date, no response from *****. In addition, I have called repeatedly and my calls go unanswered.

  Business response

  04/01/2024

  ************** paid $364 toward her premium plus $111 agency fee (total $475). 

  The Insurance company (Apollo MGA) refunded ************** $197 from the total premium she paid. There was 14 days of full coverage insurance for her two vehicles (insurance company earned premiem was $167).  

  A-MAX has tried repeatedly to reach ************** and we are willing to refund ************** the $111 agency fee she paid, but since we cannot reach her we've been unable to apply this refund to her credit card. 

  If ************** contacts ******************* @ ************** ***** will be happy to assist her. 

   

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Around the middle of February I paid AMax $397 for an auto insurance ****** because I needed insurance fast. During the time I was also obtaining a quote for another ****** with the *** that was a lot more cheaper. I canceled a Max ****** 24 hours after taking it out however, nobody would answer the phone. I called and called and called and nobody would answer. Finally when somebody did answer they told me that I would be getting a $70 refund because it was past the time due to cancel that is not my fault. That was their fault. They had improper phone system and they even admitted to it that their phone calls get bounced around and sometimes theyre disconnected. That is not my fault also I tried for an entire week straight every single day sometimes waiting an hour and 60 minutes and nobody would answer the phone. Theyre stealing my money and they wont give it back and here it is now two weeks later and I havent been given a refund of nothing $70 refund is what they told me. I dont feel that that is right that they do this and then keep peoples money and then ultimately keep all of it. I would like my money back because now I have no car insurance because they screwed me. Im currently unemployed so this money that they took was the last bit that I had to get car insurance for my car and Im at risk of having my car repossessed because the one I have an unprofessional call system , Ive messaged them and messaged them and messaged them and now they dont want to respond

  Business response

  04/01/2024

  ****************** purchased a policy with A-MAX ********************** on 01/31/2024.  Total cost to start the policy was $397, this amount included $190.30 submitted to the carrier, $55 on agency fees and a $151.70 broker fee.  Insured is presented all documents before payment is taken.  Our ************ state the agency and broker fees are non-refundable.  Insured acknowledged and signed the forms.  
  
  
  We received a call from the customer on 02/06.  Our rep received the cancellation form  processed with the carrier, Bristol West.
  
  
  ******* West processed a refund of $76.19.  Refund is calculated from the $190.30 submit minus a cancel fee ($50) and days of coverage provided prior to cancellation.  
  
  
  We have confirmed the funds were returned to our account and a refund check of $76.19 has been mailed to ****************** to address on file, ***********************************************************.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 10th, 2023, I cancelled my home renters insurance through a 3rd party ** called ***** to go with another **mpany and I was giving a notice of cancelation. The notice has the insurance **mpany and my acknowledgement of cancellation on it. I received an email January 2024, stating that my policy would be renewed 1/18/24. So this insurance **mpany has been charging me $16.42 for 8 months, without my knowledge and when I went there to talk to them about it, they said they don't know if the 3rd party insurance ** can back date it, to return my money. Amax insurance **mpany told me that the employee that was no longer there and didn't submit the paperwork. I have called them a few times, and they just keep transferring me. They said I get an answer 1/22/24, but can't get in touch with anybody.

  Business response

  02/27/2024

  A-MAX ********************** is the agency, not the insurance company. The insurance company collects premiums and adjusts premium for cancellations and policy changes. A-MAX ********************** called the insurance company on behalf of the customer and they have agreed there was an oversight on their part. They have adjusted the insured's request and backdated the cancellation of the policy to 6/10/2023. The insurance company also confirmed that the insured will be getting a refund for the backdated premiums.   I believe this resolves this complaint. 

  **********

   

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