ComplaintsforFred Loya Insurance , LP.

• Initial Complaint

  01/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My daughter's car was hit in a parking lot by a male driver using ***************** insurance. She took pictures of his insurance card and the two vehicles. I filed a claim with their insurance on 10/1/21, claim# **-167940. Some time later I received a letter from them stating it was 50/50 liability due to "driver inattention" on my daughter's part, which was not the case. I reached out to the adjuster, ***************************, to dispute the 50/50 liability. I created a writeup of the accident and have pictures that show our car was standing still when the other driver backed into our car. *************************** said to send the writeup and pictures to her email address and she would have the at-fault decision re-evaluated. I attempted to submit the information to her but cannot do this because she will not respond to my email messages, calls, or texts. I have evidence to dispute their liability judgement but they refuse to accept it by ignoring my messages. I have attempted to escalate the issue to her superiors but I get the same treatment from them. Below is a summary of contact attempts and the outcome.11/16/21 emailed *************************** with writeup. Rejected by their email system.11/17/21 ******** sent me an email that I could reply to, to get around the above permissions issue. I replied to that email with my writeup and pictures and did not receive a rejection notice. But, I got no response from her that she received the email or was going to do anything with the information.11/17/21 sent text msg to *************************** about confirming she got my materials. No response.11/18/21 text msg again. No response.11/19/21 emailed again asking for status. No response.11/22/21 left Voicemail with her. no response 12/10/21 called main number to escalate and was told to contact her boss, *****************************. Left a voicemail with *****************************, no response.12/15/21 left another voicemail for *****************************, no response.12/18 - 12/29 repeated attempts, escalations, same result

  Business response

  01/21/2022

  **** Insurance Company
  Home Office
  ********************************************************************************** TEL **************
  
  
  January 21, 2022
  
  ***************************
  Better Business Bureau of *******
  Resolution Specialist
  ********************************
  *******, **  79901
  
  Complaint ID                          : 16420979
  Consumer                                : *********************
  Claim Number                         : 66-0000167940
  Policy Number                        : 66 360005515
  Policyholder                            :**** S **********
  Date of Loss                           : 09/24/2021
  Third-Party Vehicle Driver     : *************************
  
  Dear ******************:
  
  Please accept this letter as our response to the above-referenced complaint received on 01/03/2022 by our Company.
  
  **** Insurance informs the Better Business Bureau that we have paid ************************* claim for damage to her vehicle at 50% liability, due to 50%-50% comparative negligence.
  
  In the complaint, ************** says that damage to his daughter ************************* vehicle was caused by our insured in the above loss. ************* says that his daughter took a photo of the license of a male driver of our insureds vehicle, and photos of her vehicle and our insureds vehicle. ************* says that **** adjuster ***************************** advised that the information obtained in our investigation showed that ************** was 50% comparatively negligent due to driver inattention. Therefore, **** Insurance has accepted 50%liability, due to 50%-50% comparative negligence. ************** says that by phone and email, he reached out to ************** and **** supervisor ******************************with no response. ************** would like **** Insurance to review his diagram information submitted that showed the position of ************** vehicle and our insureds vehicle at impact. ************** would like **** Insurance to pay the claim for damage to ************** vehicle at 100% liability.
  
  On 10/01/2021, **** Insurance was notified by ************************ on behalf of his daughter ************************** the third-party driver, of the above loss that occurred in a private parking lot. ************** told us that ************* vehicle was not in motion while positioned in a travel lane, when our insured backed from a parking space and made contact to the right quarter panel of ************** vehicle. On 10/01/2021, **** adjuster ***************************** spoke with ************** and asked that ************************** the third-party driver, contact us so that we can secure her statement. On 10/01/2021, ************** spoke with ****************************** our insured driver, and secured her statement. Our insured said that she was stopped in an angled parking space in a private parking lot. Our insured said that she looked behind and saw the third party vehicle driven by ************** that was stopped in an angled parking space on the opposite side of the travel lane. Our insured said that she activated the reverse lights and saw that the travel lane was clear. Our insured said that she had backed halfway out of the parking space into a travel lane when ************** backed out of her parking space, resulting in the right quarter panel of ************** vehicle and the rear left bumper of our insureds vehicle making contact. Our insured said that she did not have her license, therefore, she provided her sons license information to ************** at the scene.
  
  On 10/27/2021, **** appraiser ***************************** wrote an estimate in the amount of $213.36 for ************************* vehicle, a 2010 ****** Camry LE.
  
  There were conflicting statements. There was no police investigation and no independent witness information. Regardless of whether ************* vehicle or our insureds vehicle was stopped when the loss happened,there was a lack of evidence that either driver kept a proper lookout or took evasive action by blowing the horn to warn the other. The information obtained in our investigation showed that ************** and Ms. *********** our insured, were each 50% comparatively negligent for driver inattention. Therefore, **** Insurance accepted 50% liability, due to 50%-50% comparative negligent. Had ************* and Ms. ********** kept a proper lookout and taken evasive action by blowing the horn to warn the other, the above loss could have been prevented.
  
  On 11/05/2021, **** Insurance sent a letter to ***************advising that the information obtained in our investigation showed that she was 50% comparatively negligent due to driver inattention. Therefore, **** Insurance accepted 50% liability, due to 50%-50% comparative negligence.
  
  On 11/05/2021, **** Insurance sent a letter to ***************advising the steps to submit a supplemental claim. If additional damage was found, a shop of her choice should notify us for a re-inspection. An attachment included a copy of the above estimate in the amount of $213.36 for review by her shop.
  
  On 11/05/2021, **** Insurance issued a check in the amount of $106.68, payable to ************************** as payment for damage to her vehicle (Estimate amount $213.36, less 50% comparative negligence).
  
  On 11/15/2021, **** adjuster ***************************** called ************** and left a phone message for a return call so that we can advise of **** Insurances position of 50% liability, due to 50%-50% comparative negligence. On 11/16/2021, ************** spoke with ************************** the third-party driver, who said that she had exited her angled parking space and entered the travel lane.************** told us that her vehicle was not in motion while positioned in the travel lane when our insureds vehicle backed from an angled parking space from the opposite side of the travel lane, resulting in the rear bumper of our insureds vehicle making contact to the right quarter panel of her vehicle. ************* told us that the driver of our insureds vehicle was a male, ****. ************* advised ************** that **** Insurance has accepted 50% liability, due to the information obtained in our investigation showed that she and our insured were each 50% comparatively negligence for driver inattention. There was no police investigation or independent witness information. There was a lack of evidence that either driver kept a proper lookout and had taken evasive action by blowing the horn to warn the other.
  
  On 11/17/2021, ************** spoke with ************** and provided her e-mail information so that ************** can submit scene diagram information for our review. On 11/19/2021, ************** spoke with Ms. *********** our insured, and advised that *************** the third-party driver, told us that a male, ****, was the driver of her vehicle. Our insured affirmed that she was the driver of her vehicle in the above loss. Our insured said that due to she did not have her driver license, she presented her sons driver license information to ************** at the scene. On 11/23/2021, **** supervisor *************************** returned a phone call to *************** and left a phone message asking that he contact our office. Our claim records showed the phone call was not returned.
  
  On 12/28/2021, **** adjuster *********************** spoke with ************** and advised that if he had any corroborating information that could affect **** Insurances position of 50% liability, due to 50%-50% comparative negligence, that information should be submitted for our review.
  
  On 01/19/2022, **** supervisor ********************* called ************** and left a phone message asking that he contact our office. On 01/20/2022, **************** spoke with *************** and acknowledged our receipt of his scene diagram information of the position of ************** vehicle and our insureds vehicle at impact for our review. **************** advised ************** that *************** the third-party driver, and Ms. *********** our insured, were each 50% comparatively negligent for driver inattention. Therefore, **** Insurances position of 50% liability will remain, due to 50%-50% comparative negligence.**************** advised ************** that if he had any corroborating information that could affect our position of 50% liability, that information should be submitted for our review.
  
  If ************** has any additional questions or concerns in this matter, **** adjuster ***************************** can be reached at ************.
  
  
  Respectfully,
  
  ********************** III
  Complaint Specialist
  **** Insurance Company
  Tel ************

• Initial Complaint

  01/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***************************** was rear-ended by an individual insured by ***************** Insurance. Repairs were extended due to parts shipment delays. ***************************** required a vehicle to drive to work ***** miles one way. Insurance did not correspond with the Scurlocks except to send estimate of repairs. Multiple calls went without return. (Messages left) We requested ********* correspond with Insurance to ensure car charges were paid for. Ordre ******** handled procedure with ***************** and Enterprise. "Its all handled." Insurance did not respond to Rental Car requests for extension. Insurance company apparently indicated we had approved to pay charges out of our pocket. We were never contacted with such a request and never gave permission to accept charges. Enterprises only recourse was to charge the card on file, ***************************** for some $860. This charge is related to costs incurred by a client of ********************* at fault accident. We required a vehicle to get to work. ***************** is attempting to pass their responsibility on to us hoping we will not attempt to challenge. I have contacted *** and Enterprise. Both were cooperative and not surprised by this companies' tactics. They are proceeding with their processes to resolve. I am also filing with the BBB as a backup for further action if needed.****************************

  Business response

  01/25/2022

  **** Insurance Company
  Home Office
  ********************************************************************************** TEL **************
  
  January 25, 2022
  
  Better Business Bureau **************
  Attn:  *************************** Resolution Specialist
  *******************************************************************, ** *****  
  
  ID                                :********    
  Complainant                :  *****************************
  Claim Number             :  63-144895
  Policy Number            :  63-616290211
  Insured                                    :  ********************* ***************************
  Date of Loss               :  07/12/2021
  
  Dear Sir/Madam:
  
  This ****** will serve as our response to the above referenced complaint filed with Better Business Bureau Paso del Norte.   
  
  We understand that ******************** is requesting assistance from the Bureau with regard to her rental reimbursement. 
  
  Our **************************** received a call from ******* from ****** **************** of ********* on 10/25/2021, and ******* advised that they were waiting on parts; ******* stated that the parts had an estimated time of arrival of November.  Our staff requested that our office be provided with either a copy of the invoice for the part; or the vendors information.   Our staff placed a call to ********************, our staff explained to ******************** that her body shop would need to submit the information for the part delay to our office allowing our staff the opportunity to review.
  
  Our staff reviewed our claim file; our records confirmed that the labor hours for the rental ended on 10/26/21.
  
  Our office received a call from Sewel **************** of ********* requesting that the rental be extended. Our staff advised that neither the part(s) invoices, nor the information for the vendor had been received by our office. Our staff was advised that the rear bumper trim panel had arrived on 11/15/2021 and the vehicle had been released from the shop on 11/23/2021. 
  
  Our office received the information for the part delay on 12/31/2021;the information validated a 17 day part delay. Our staff authorized the rental extension and payment was authorized for processing.
  
  
  
  
  
  
  
  We inform the Bureau and ******************** that our staff has tendered rental reimbursement payments totaling $1,215.73.  Payments were tendered on check #******** in the amount of $801.63 on 12/31/2021, payable to *****************************, and payment was tendered on check #*** on 1/5/2022, in the amount of $414.10, payable to Enterprise Claims.  Our staff approved an intermediate vehicle and ******************** rented a compact SUV, any outstanding balances would be the difference in taxes and fees for which **** Insurance Company is not responsible.
  
  ******************** can contact Team Lead, ***************************** with any additional questions or concerns.  ****************** can be reached at ************.
  
  
  Respectfully,
  
  
  *******************************
  Complaint Specialist
  ************
  
  

• Initial Complaint

  12/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was insurance with ***************** I had full cover insurance my air bags deployed they dont want to take no responsibility for that also I had towing on my policy to cover my car in case of emergency I paid out of my pocket ****** dollars send ***************** receipt that they needed and they dont want to Reimburse me for the money I spent I talked to the claim department it was told that my policy was ****** and they have to do more investigation for what if you have my receipt that I send to them. I have pictures of my towing expenses and pictures of the car that the air bags deployed. I just want my money back. I also have hospital bills of the deployed air bags that cause me to have pain in my chest and neck. Nobody feel they are responsible.

  Business response

  01/19/2022

  **** Insurance Company
  Home Office
  ********************************************************************************** TEL **************
  
  January 19, 2022
  
  BBB **************
  Attn:  ***************************/Resolution Specialist
  ****************************************************************************** 79901
  
  ID                                :  16410422    
  Complainant                :  ***********************
  Claim Number             :  65-184634
  Policy Number            :  65-519007590
  Insured                                    :  **************************
  Date of Loss               :  11/26/2021
  
  Dear Sir/Madam:
  
  Please allow this letter to serve as our response for the above referenced complaint.
  
  **** Insurance understands that **************** has requested the assistance of the Bureau with regard to receiving payments for the damages and expenses which resulted from the loss. 
  
  Our records indicate that **************** elected the following coverage on 11/24/2021 when she purchased policy 65-519007590; liability, comprehensive,collision each subject to $1,500.00 deductible, towing and labor cost ($100.00 per disablement), and rental (30 days maximum, $40.00/per day).
  
  Our claim file finds that **************** reported the loss to our office on 11/27/2021.  **************** provided an account of the loss: **************** stated she was driving over a speed bump at ********************** when her airbags deployed and the windshield cracked.  **************** stated that she was attempting to turn into her work place at about 10 M.P.H.  **************** stated that she was not involved in an accident.  **************** stated that she had not signed the paperwork to finalize the purchase of the vehicle, *************** stated that the vehicle was owned and in the possession of ************** ************************************************************************** **************** stated that she had sustained no injuries at the time of the los.
  
  Our file was referred to our Special Investigation Unit for assistance with the investigation.  Our Special Investigation Unit determined that the 2017 ***** S60  had recalls issued as a result of air bag failures. 
  
  Our investigation determined that the damages were caused by air bag failure, air bag failure is not insured under the policy, and as a result our liability determination remains unchanged, our claim file is closed.
  
  
  
  
  
  Based on the policy terms and conditions, our staff tendered payment on 1/17/2022 for towing reimbursement at the policy maximum of $100.00 on check #********, payable to ************************ 
  
  Our office received first notice of ****************** injuries upon receipt of the complaint.  **************** may submit her hospital bills to our office for review. 
  
  **************** may contact Team Lead, ************************************* with any additional questions or concerns which may have not been addressed in our response.  ********************** can be reached at ************.
  
  Respectfully,
  
  
  *******************************
  Complaint Specialist
  ************

• Initial Complaint

  12/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter-in-law had to borrow my truck to run to ***'s. She was driving down a lane to park and a ***************** insured person back into the rear passenger side of my Dodge dually pick up truck. They said that she could have avoided the accident by seeing the person backing out. I fail to see how she could have seen someone backing into the passenger side behind her line of vision. I was very fortunate that this is not my main source of transportation and that it is drivable. While this is just a small accident in the grand scheme of things as I have come to see, this is just one of many, many problems with the way ***************** handles business. I can't even imagine what a person who is injured by a ***************** insured has to go through.

  Business response

  01/14/2022

  **** Insurance Company
  Home Office
  ********************************************************************************** TEL **************
  
  
  
  January 14, 2022
  
  
  BBB **************
  Attn:  ***************************
  ************************************************************************************
  
  Case                            :  16387338    
  Complainant                :  ***************************
  Claim Number             :  63-122503
  Policy Number            :  63-479371220
  Insured                                    :  ***********************
  Date of Loss               :  03/06/2021
  
  Dear Sir/Madam:
  
  Please allow this letter to serve as our response for the above referenced complaint.
  
  This is a two vehicle loss which occurred at the ******************************************************************************************************  The loss was reported to our office by ***** with Geico on 4/23/2021.
  
  **** Insurance understands that ************** is requesting that **** Insurance provide coverage for the loss. We regret to inform the Bureau and ************* that policy 63-479371220 was not active at the time of the occurrence; as a result our coverage denial will remain unchanged. 
  
  At the time of our response our file remains closed and without payment. 
  
  ************** may contact Claim Representative, ******************************* with any additional questions or concerns.  ******************* can be reached at ************.
  
  Respectfully,
  
  
  *******************************
  Complaint Specialist
  ************

• Initial Complaint

  12/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was hit by someone insured by *****************. The accident was completely their fault however the adjuster made the determination that Im 20% liable because I didnt do anything to avoid the accident. So they are only covering 80% of my claim.Basically I was driving in my lane at night when suddenly someone hit me from my left, I went to the right and luckily no one was there or it could have been worse. Driver admitted fault but insurance wants to save money and even quoted the repair way less than the actual repair shop. This is unacceptable to pay out of pocket when I did nothing wrong.

  Business response

  01/12/2022

  **** Insurance Company
  Home Office
  ********************************************************************************** TEL **************
  
  
  January 12, 2022
  
  Better Business Bureau of *******
  550 ******************
  *******, **  79901
  
  Complaint ID              : 16378314
  Consumer                    : **********************************
  Claim Number             : 68-0000188862
  Policy Number            : 68 692091048
  Policyholder                : *******************************
  Date of Loss               : 12/11/2021
  
  Dear ******************:
  
  On 12/18/2021, *************************** submitted the above complaint to the Better Business Bureau. On 12/22/2021, our Company received the complaint.
  
  **** Insurance informs the Better Business Bureau that we have paid ********************** claim for damage to her vehicle at 80% liability,due to 80%-20% comparative negligence.
  
  In the complaint, *************************** says that damage to her vehicle was caused by our insured in the above loss. *************************** says that she traveled in her lane when her vehicle was side-swiped by our insureds vehicle, causing her to swerve to the right. *************************** says that **** Insurance wrote an estimate less than an estimate written by her shop. ************************** says that our insured admitted fault, but that **** Insurance accepted 80% liability, due to 80%-20% comparative negligence. *************************** says that it was unacceptable that she would have to pay out-of-pocket expenses for repairs to her vehicle as she says that she did nothing wrong.
  
  On 12/13/2020, **** Insurance was notified by **********************************,the third-party driver, of the above loss. On 12/13/2020, **** adjuster ********************************* spoke with *************************** and secured her statement. *************************** says that she had traveled east in the right lane on Hwy 6 at 50 mph for 6-7 minutes. *************************** says that *******************************, our insured, traveled east in the left lane on Hwy 6 at 50 mph. *************************** told us that she had not slowed down and was not aware of the impending side-swipe impact until the right rear tire of our insureds vehicle, a 2007 GMC Sierra *** came in contact with the left fender of her vehicle, a 2018 *** 320i 4D. *************************** says that after the side-swipe loss happened, she blew the horn so that both parties could pull over to exchange contact information. *************************** told us that there was no police investigation and no independent witness information. On 12/13/2020, ************************ spoke with ********************, our insured, and secured her statement. Our insured said that she traveled in the middle lane on Hwy 6 at approximately 55 mph in a 55 mph zone. Our insured said that *************************** traveled in the right lane on Hwy 6 at 55 mph slightly behind our insureds vehicle.Our insured said that she activated a right signal for 10 seconds as our insured intended to exit at ****************** insured said that she checked her mirror and saw that the right lane was clear. Our insured said that as she entered the right lane, the rear right tire of our insureds vehicle side-swiped the left fender of ********************** vehicle. Our insured said that after the side-swipe loss happened, *************************** blew the horn so that both parties can pull over to exchange contact information. Our insured told us that there was no police investigation and no independent witness information.
  
  On 12/14/2021, **** appraiser ********************************* wrote a virtual estimate in the amount of $964.70 for ********************** vehicle a 2018 *** 320i 4D Sedan. On 12/14/2021, **** Insurance sent a letter to ***************************,advising the steps to submit a supplemental claim. If additional damage was found, a shop of her choice should notify us for a re-inspection. An attachment included a copy of the estimate in the amount of $964.70 for review by her shop.
  
  There were conflicting statements by ***************************, the third-party driver, and ********************, our insured driver. *************************** told us that she was not aware of the impending side-swipe impact prior to the loss happened. Our insured told us that she had activated a right signal for 10 seconds prior to changing lanes. There was no police investigation and no independent witness information. *************************** was 20% comparatively negligent for driver inattention and faulty evasive action. Our insured was 80%majority at-fault for changing lanes without safety. Had *************************** kept a proper look and saw that our insured had activated a right signal for 10 seconds prior to changing lanes, *************************** could have taken preventive measures by slowing down and blowing the horn to warn our insured and the loss could have been prevented.
  
  On 12/17/2021, **** adjuster ********************************* spoke with ***************************, and advised that **** Insurance has accepted 80% liability,due to 80%-20% comparative negligence. On 12/17/2021, ************************ sent a letter to ***************************, advising that **** Insurance has accepted 80%liability, due to 80%-20% comparative negligence. The letter advised *************************** that she was 20% comparatively negligent, based on failure of her operational duties as follows:
  Driver Inattention
  Faulty Evasive Action
  
  On 12/17/2021, **** Insurance issued a check in the amount of $771.76, payable to **********************************, as payment for damage to her vehicle (Estimate amount $964.70, less 20% comparative negligence).
  
  On 01/03/2022, ************************ spoke with Ms. ************************** who told us that she had not received the above check in the amount of $771.76. ************************ advised the steps to void the check.
  
  On 01/06/2022, **** Insurance issued a new check in the amount of $771.76, payable to **********************************, as payment for damage to her vehicle.
  
  If *************************** has any additional questions or concerns in this matter, **** adjuster ********************************* can be reached at ************.
  
  Respectfully,
  
  *********************, III
  Complaint Specialist
  **** Insurance Company
  ************

• Initial Complaint

  12/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A ***************** insured ran her vehicle into our company truck over 6 weeks ago. I personally obtained the police report, that states their driver is at fault, and sent to the claims agent *********************. I have left him numerous vm's and sent emails with no response. This happened on 10/26/21. In less than 2 weeks it will have been 2 months with our truck still sitting here and no repair. This repair will be $2500-$3k *** and here we are still no contact from them.

  Business response

  01/07/2022

  **** Insurance Company
  Home Office
  ********************************************************************************** TEL **************
  
  
  
  January 7, 2022
  
  
  BBB **************
  Attn:  *************************** Resolution Specialist
  *************************************************
  *******, ** 79901
  
  
  ID                                :  16364260    
  Complainant                :  *************************/United Mechanical
  Claim Number             :  65-175485
  Policy Number            :  65-530805271
  Insured                                    :  *************************************
  Date of Loss               :  10/26/2021
  
  Dear Sir/Madam:
  
  ****************** with United Mechanical submitted his complaint to the Bureau on 12/14/2021, and **** Insurance Company received the correspondence on 12/17/2021.   
  
  **** Insurance is pleased to inform that payment has been tendered on 12/16/2021 in the amount of $2,009.43, payable to United ******* Industries, on check #********.  The payment was issued based on our initial inspection.
  
  Our staff has mailed our Repair Process/Payment Letter to you and a copy of the estimate was included.  If additional damages related to this accident are found, please have a representative from *********** facility of choice contact our Supplement Hotline at ************, allowing us the opportunity to re-inspect the vehicle once it has been torn down.  We will not pay for additional damages that we have not inspected and/or approved.
  
  ****************** may contact Team Lead, ********************* with any additional questions or concerns.  **************** can be reached at ************.
  
  Respectfully,
  
  
  *******************************
  Complaint Specialist
  ************

  Customer response

  01/10/2022

   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.

• Initial Complaint

  12/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday, September 4, 2021 @ 7:15am, I was in a car accident with an insured (*************************) of ***************** Insurance. Claim #**-160477. ************ failed to yeild at a stop sign and t-boned my **** ***** Accord. She stated numerous times the accident was "all her fault" and that she was "preoccupied because she left her cellphone at QT" which is where she was headed when she t-boned my car. She also was upset because she broke up with her boyfriend and even stated, "I probably shouldn't have been driving in the first place." She didn't tell her insurance company any of this because Claims Adjuster *********************** only accepted 80% liability for the accident and me 20% liable because according to her I "failed to take evasive action to avoid the accident." This determination took 11 days to come to when the Total Loss Adjuster-********************* called me and told me that my car was deemed a "total loss." I tried to appeal with ******'s supervisor ********************* and according to her I wasn't being a "prudent driver." I have been driving for 32 years and this was my first accident. My driving record is SPOTLESS! I emailed ********************* my Enterprise Rental Car Receipt but she said the computer didn't let her know she had an email so she never looked at it and issued me a loss of use payment based on their $25/day for 11 days minus the 20% $275-$55 = $220. I paid $33.99/day for a total of $212.77 but ********************* stated their "policy" is to pay $30/day when a rental car receipt is provided ($30x11=$330-$66=$264 which is a difference of $44 and she stated they would pay the difference but I never recieved it. The medical claims adjuster *************************** stated since I didn't seek medical attention the day of or after and waited until 9/15/2021 they refused to entertain paying me for time off I had to take because of the accident because no doctor's note was provided, they felt because I waited I wasn't in any pain. Absolutely the worst customer service I have ever experienced.

  Business response

  01/13/2022

  Young ******* Insurance Company
  Home Office
  ********************************************************************************** TEL **************
  
  
  January 13, 2022
  
  ***************************
  Better Business Bureau of *******
  Resolution Specialist
  ********************************
  *******, **  79901
  
  Complaint ID              : BBB 16347622
  Consumer                    : *****************************
  Claim Number             : 57-0000160477
  Policy Number            : 57 646384014
  Policyholder                : ***************************
  Date of Loss               : 09/04/2021
  
  Dear ******************:
  
  This letter is in response to the above-referenced complaint submitted by ****************, and received on 12/23/2021 by our Company.
  
  Young ******* informs the Better Business Bureau that we have paid Ms. ******* total loss claim and rental claim at 80% liability, due to 80%-20% comparative negligence.
  
  In the complaint, **************** says that our insured was at-fault for failure to yield the right-of-way at a stop sign. **************** says that the left door of her vehicle was struck by the front bumper of our insureds vehicle, and that the extent of damage deemed her vehicle a total loss. *************** says that our insured admitted at-fault, but that Young ******* Insurance accepted 80% liability, due to 80%-20% comparative negligence. *************** says that Young ******* adjuster *********************** advised that the liability decision was based that she was 20% comparatively negligent due to failure of her operational duties for failure to keep a proper lookout and take proper evasive action. **************** says that the Enterprise daily rental amount was $33.99 for a total of $212.77, but that **** Insurance issued a check in the amount of $220.00, as payment for loss of use (Daily loss of use amount $25.00,for 11 days = $275.00, less 20% comparative negligence). **************** says that Young ******* adjuster ********************* advised that after the rental bill is submitted for our review, Young ******* Insurance would consider a daily rental amount of $30.00. **************** says that rental amount would be $264.00 (Daily rental amount $30.00, for 11 days = Subtotal amount $330.00, less 20% comparative negligence). **************** says that ************** advised that Young ******* would issue a check for the rental net difference, but that she had not received a check for the rental difference. **************** says that Young ******* adjuster *************************** advised that there was a gap in medical treatment as medical records submitted showed that the initial medical visit was sought on 09/15/2021, eleven days after the date of loss of 09/04/2021. **************** says that **************** asked that complete doctor notes should be submitted for our review for compensation for pain and discomfort and wage loss reimbursement. *************** would like Young ******* Insurance to accept 100% liability and reimburse rental charges.
  
  On 09/04/2021, Young ******* Insurance was notified by *************************, our insured, of the above loss that occurred in ********, **. On 09/07/2021, Young ******* adjuster *********************** spoke with *****************************, the third-party driver, and secured her statement. **************** said that she traveled less than one minute north on *************, when ************, our insured, who traveled east on W ***** Blvd, made a left turn from a stop sign onto *************, resulting in the front bumper of our insureds vehicle making contact to the left door of Ms. ******* vehicle. **************** said that the ******** police officer cited our insured for failure to yield the right-of-way at a stop sign. **************** told us that there was no independent witness information. On 09/07/2021, ************** spoke with ************, our insured,and secured her statement. Our insured said that she traveled east on W ***** Blvd and came to a stop at a stop sign at the intersection at N Central Av. Our insured said that after checking to see that it was clear, our insured made a left turn and had entered halfway into the northbound lane on N Central Av, when the front bumper of our insureds vehicle made contact with the left door of the third-party vehicle driven by ****************. Our insured did not know what street that **************** traveled or the street that she may have exited before the loss happened.
  
  On 09/08/2021, Young ******* appraiser *********************** wrote an estimate in the amount of $5,283.67 for Ms. ******* vehicle, a **** ***** Accord EX 4D Sedan. The extent of damage deemed her vehicle a total loss.
  
  On 09/10/2021, Young ******* Insurance secured a copy of the police report. The police report information showed that the loss occurred on N Central Ave, the main road. ****************, the third-party driver, as evidenced in the police officers narrative information, traveled west on *********** and had a stop sign at N Central Ave. ************, our insured, traveled east on W ***** Blvd and had a stop sign at N Central Ave. El ********* and W ***** Blvd slightly offset at the intersection at N Central *************** report information showed that our insured made a left turn from W ***** Blvd from a stop sign and proceeded to travel north on N Central Ave, when **************** made a right turn from *********** from a stop sign to travel north on N Central Av,resulting in the front bumper of our insureds vehicle making contact to the left door of Ms. ******* vehicle. Our insured had traveled a greater distance on ************* than **************** when the loss happened.
  
  There were conflicting statements. There was no independent witness information. The police report information showed that ***************, the third-party driver, traveled west on *********** and made a right turn from a stop sign to travel north on N Central Ave. ************, our insured,traveled east on W ***** Blvd and made a left turn from a stop sign to travel north on *************. **************** has a duty to yield at a stop sign, and *********** has a duty to yield at a stop sign. The information obtained in our investigation showed that **************** was 20% comparatively negligent for failure of her operational duties to keep a proper look out and take proper evasive action. Young ******* Insurance found that ************, our insured, was 80% majority at-fault for failure to yield at a stop sign. Therefore, Young ******* Insurance accepted 80% liability, due to 80%-20% comparative negligence.
  
  On 09/14/2021, Young ******* adjuster ********************* spoke with ****************, and advised of the offer in the amount of $3,802.46, as title-release settlement for her total loss claim (ACV amount $4,356.00 + Tax $383.33 + Title fee $13.75 = Subtotal amount $4,753.08 less 20% comparative negligence),or the option of the offer in the amount of $2,930.46, as owner-retain settlement for her total loss claim (ACV amount $4,356.00 + Tax $383.33 =Subtotal amount $4,739.33, less Salvage bid quote $872.00 + Title fee $13.75 =Subtotal amount $3,881.08, less 20% comparative negligence). On 09/14/2021, ************* sent a letter to ****************, advising of the above offer in the amount of $3,802.46, as title-release settlement, or the option of the offer in the amount of $2,930.46, as owner-retain settlement for her total loss claim. *************** preferred the above offer of $3,802.46, as title-release settlement for her total loss claim.
  
  On 10/07/2021, after the total loss paperwork was submitted, Young ******* Insurance issued a check in the amount of $3,802.46,payable to *****************************, as title-release settlement for her total loss claim. Our records show that on 10/15/2021, the above check in the amount of $3,802.46 was cashed.
  
  On 10/07/2021, Young ******* Insurance issued a check in the amount of $220.00, payable to *****************************, as payment for loss of use (Daily loss of use amount of $25.00, for 11 days from the date of loss of 09/04/2021 to 09/14/2021, the day that the total los offer was made = $275.00,less 20% comparative negligence). Our records show that on 10/15/2021, the above check in the amount of $220.00 was cashed.
  
  On 01/13/2021, Young ******* Insurance issued a check in the amount of $18.56, payable to *****************************, as payment for difference of rental charges from 09/12/2021, the day that **************** obtained the Enterprise rental vehicle, to 09/15/2021, the day after Young ******* Insurance made the above total loss offer (Rental daily allowance $30.80, less daily loss of use allowance $25.00 = Daily net balance amount $5.80, for 4 days from 09/12/2021 to 09/15/2021 = Subtotal rental $23.20, less 20% comparative negligence).
  
  During the course of the claim, Young ******* adjuster *************************** advised **************** that complete itemized medical bills and records should be submitted. On 12/08/2021, after medical bills were submitted for our review, **************** spoke with ****************, advised that the medical records showed a gap in medical treatment as the initial medical care was sought on 09/15/2021, eleven days after the date of loss of 09/042021, at her primary care physicians office. On 12/08/2021, **************** secured a voice-recorded release from **************** of her acceptance of the offer in the amount of $700.00, as settlement for her bodily injury claim ******** Care Physician bill in the amount of $155.00 + Allowance of wage loss amount of $250.00 + Pain and discomfort in the amount of $295.00).  
  
  On 12/08/2021, Young ******* Insurance issued a check in the amount of $700.00, payable to *****************************, as settlement for her bodily injury claim. Our records show that on 12/22/2021, the above check in the amount of $700.00 was cashed.
  
  If **************** has any additional questions or concerns in this matter, Young ******* adjuster ********************* can be reached at ************.
  
  
  Respectfully,
  
  *********************, III
  Complaint Specialist
  Young ******* Insurance Company
  Tel ************

  Customer response

  01/14/2022

   I am rejecting this response because:
  They are a terrible insurance company! I refuse to deal with *********************, *********************** or *********************! They say that I failied to take evaisive action. I'm honestly not sure what they wanted me to do other than drive up on the sidewalk to avoid being hit by their client???? The way the intersection where the accident happened is situated I had already passed their client and unless I have eyes in the back of my head then there was no way I would have been able to avoid the accident they just refuse to accept 100% liability. THE ACCIDENT WAS ENTIRELY THEIR CLIENT'S FAULT AND SHE EVEN STATED THIS BUT OBVIOUSLY NOT TO THE CLAIMS ADJUSTER. I am an extremely prudent and cautious driver and for them to suggest otherwise really ****** me off!! This is the first and hopefully last accident I have been in EVER!!!! I HATE ***************** INSURANCE THEY ARE NOTHING BUT A BUNCH OF SCAMMERS AND DO WHATEVER IT TAKES TO PAY AS LITTLE AS POSSIBLE!!!! I WILL BE SUING THEIR CLIENT IN SMALL CLAIMS COURT FOR THE 20% THEY KEPT BECAUSE THEY SAID I WAS 20% AT FAULT FOR THE ACCIDENT. THEIR CLIENT WAS CITED NOT ME!!!! WE CAN CLOSE THIS COMPLAINT BUT I WILL BE TAKING THEIR CLIENT TO COURT!!!
  
  

  Business response

  01/14/2022

  If *************** has any additional questions or concerns in this matter, ************* adjuster ********************* can be reached at ************.
  

• Initial Complaint

  12/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A customer of ***************** hit my vehicle. I have been dealing with them for months and told they accepted responsibility but now after months of trying to get my truck in the shop they want to deny a portion of the claim. I just want my vehicle repaired to its original state prior to the accident. The reason I was given was because i have dings in other locations on my vehicle. The repair that needs completed is in the exact spot I was hit. They play games and dont want to fix anything. Their customer that hit me has increased rates prior to them ever touching my vehicle. This company is a scam and none of the customers or victims are covered.

  Business response

  12/20/2021

  **** Insurance Company
  Home Office
  ********************************************************************************** TEL **************
  
  
  December 20, 2021
  
  Better Business Bureau
  ***********************************************************;
  *******, ** 79901
  
  
  Problem Report ID     :  16199603    
  Complainant                :  ***************************
  Claim Number             :  65-152980
  Policy Number            :  65-468809853
  Insured                                    :  *********************
  Date of Loss               :  08/09/2021
  
  Dear Sir/Madam:
  
  Please allow this letter to serve as our response for the above referenced complaint.
  
  **** Insurance understands that ******************** is seeking to have her vehicle repaired to its original state, prior to the accident.
  
  We inform ******************** that payments have been tendered for the loss related damages bringing your vehicle to its pre-loss condition:
  $   515.58        09/02/2021      Check #********      ***************************
  $1,557.78        12/02/2021      Check # ********      Salty Air Off-Road and ***************************
  $   433.13        12/06/2021      Check #********      Salty Air Off-Road and ***************************
  
  We apologize for the rental shortage which caused delays in having your vehicle repaired; this is an unfortunate situation which is out of our control. 
  
  Our review of our claim file finds that your claim has been resolved in full, our claim file remains closed.  You may contact Claim Representative, ************************* with additional questions or concern.  **************** can be reached at ************.
  
  
  Respectfully,
  
  
  *******************************
  Complaint Specialist
  800-880-0472Tell us why here...

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was in a wreck with a driver who was insured by ***************** on 9/18/2021. ***************** admitted fault and agreed to fix my car. They also agreed to pay for a rental car. The adjuster took over 2 days to return my call about getting into a rental car, so I went through my car insurance. ***************** took over 3 weeks to even approve the amount that would cover fixing my car. I had to get 2 rental cars through my insurance due to ***************** only working with Enterprise. My car insurance company charged me the taxes on both car rentals. I called ***************** to try to get the taxes I paid reimbursed. I wanted to be paid since ***************** agreed to cover the rental car. It took almost a month to get my car fixed, and now ***************** is refusing to pay for the taxes I paid. The amount is only $30.00, and I think they should pay it. The adjuster I dealt with and his manager were very rude and took sometimes 2 days to return phone calls. The adjuster also never responded to emails.

  Business response

  12/23/2021

  **** INSURANCE COMPANY
  ********************************************************************************** Tel **************
  
  
  
  December 23, 2021
  
  Better Business Bureau of *******
  BBB Complaint Department
  ***************************
  550 ******************
  *******, ** 79901
  
  
  Case Number              : 16180555
  Regarding                   : ***************************
  Claim Number             : 65 164613
  Policy Number            : 65 511674974
  Policyholder                : ***********************
  Date of Loss               : 9/18/21
  
  
  Dear ******************,
  
  ************** submitted her concerns to the Better Business Bureau and **** received the complaint on December 7,2021. The complaint itself amounts to a one page, typewritten narrative, absent any supporting documentation. Please allow this letter to serve as our response.
  
  **************, a third party claimant, submits a complaint based on what she perceives as customer service deficits, claim processing delays and inaccurate tax calculations/payment.
  
  The Companys review determined the claim has been paid and closed, to include the tax amount referenced in the complaint submission. Payment was remitted on 12/17/21 with draft number ******** in the amount of $31.49, (amount requested). The claimants desired settlement or preferred resolution has been met in total. There is no evidence **** inordinately delayed the claim processing nor does the claimant provide any. Moreover, our staff handled the matter professionally and with courtesy at all times.
  
  The loss occurred on a Saturday,9/18/21 and ************** called the claim in on 9/20/21. The claim was immediately acknowledged and our adjuster immediately made contact with ***************Moreover, the inspection of her vehicle was even scheduled for the same date that the claim was called in. Also, on day one, the claimant (**************) requested rental transportation, well before our staff had completed a simple liability investigation or even spoke with our insured driver. Our staff explained that liability had yet to be determined and our adjuster would speak with her concerning whether or not a rental would be provided and if so, when.
  
  On 9/21/21, our adjuster contacted ************** and spoke with her, however she indicated she was unable to discuss her claim and she would call back some other time. The estimate on the claimant vehicle was completed within 24 hours of the claim being called in, prompt by any standard. A statement was secured from our policyholder on 9/23/21 and liability was accepted thereafter and payment remitted. On 10/19, a supplement was called in by the claimants repair facility The supplement was completed within 48 hours and paid.
  
  The claimant later elected to go through her own carrier for rental purposes and **** remitted the appropriate reimbursements, to include the taxes.  
  
  **** regrets any potential delays where the processing is concerned. If ************** has any questions that have not been answered by this letter she may contact ***************************, Claims Manager at **************.
  
  This information has been provided specifically in reference to the above-referenced complaint and may contain confidential information which should be used strictly for the Bureau's review only.
  
  
  Respectfully,
  
  **********************************
  Complaint Specialist
  Phone: **************
  
  

  Customer response

  12/28/2021

   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.

• Initial Complaint

  11/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was in a parking lot and backed out of the space I was in. I looked left, right, checked my backup camera and backed out of the space. When I finished backing I put my car in drive and started to move forward and another car hit me from behind. I got out of my car, the driver admitted to not seeing me and hitting me. He did not have insurance information in the car but called his insurance company (*****************) and told them he hit my car. I called the police to see if a report was needed and they said as long as no one was injured on private property they would not come out. We exchanged information and left. ***************** Ins contacted me a few days later to bring my car in to have it looked at. I took it in, pictures were taken and I explained what happened. A month later a check was issued to damages and I took it to my bank to deposit it so I could make arrangements to have my car fixed. A few days later I received a letter from my bank stating the check was returned as unpaid and refused. I called ***************** Ins and they are now telling me their driver is only 50% liable and I am 50% liable and they are refusing the claim. This is after their their driver admitted to hitting me and not seeing me and actually issuing a check to cover the damaged. They refuse to discuss the matter any more.

  Business response

  12/01/2021

  See the attached Company response letter.

*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. ↩