Complaints

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

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  Bluefire Insurance

  4500 Fuller Dr STE 400 Irving, TX 75038-6560

• 

  Bluefire Insurance

  PO Box 143279 Irving, TX 75014-3279

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

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been struggling to settle an auto claim with this business for 3 months now. They are not my insurance provider but the they insure the individual who hit my car 3 months ago. I was told they would be sending an inspector to look at my car the same week of the incident (31 Dec. 2024) and they never did. I called the agent responsible for my case and he has been rude and evasive. I was told to send pictures of the car and I complied. I called after receiving no response for a month and the agent claims I never sent the photos. He then tells me to email photos to his personal email and I send them That same day. This was March ******. Today is March ******* and I still have no response from him or this agency in general. It appears they have no intention of adressing this claim even though their client is the one at fault.

  Business Response

  Date: 04/03/2025

  On April 2, 2025, we were able to speak with you regarding your claim. We explained that we were able to complete the initial inspection of your vehicle,and it was determined to be a total loss. Our total loss department is now handling the resolution of settlement of your total loss vehicle.
  

• Initial Complaint

  Date:03/27/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My insurance went up and nothing changed it went down to 227 now back up too 277 like I dont know whats going on but I will be giving them a call hopefully they answers and keep in mind I had just paid the renewal

  Business Response

  Date: 03/27/2025

  Please provide your policy number or contact policy services to discuss your account. 

• Initial Complaint

  Date:03/25/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  THey are very difficult to get in touch with. THey do not answer phone calls. They call at inappropriate hours, seemingly hoping you will or can not answer. It is extremely frustrating

  Business Response

  Date: 03/25/2025

  Please provide your claim number. We are unable to locate a claim. 

  Customer Answer

  Date: 03/25/2025

  Out claim number is:

  Claim # ALE25-0000387

   

  Cabot get in touch with

  ***** *******

  Email: **************************************

  Phone: **************

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2-3-2025 the insured of Bluefire insurance rear ended me at a traffic light. The insurance company was very difficult to get a hold of. Once I finally was able to get in touch with them, I spoke to the adjuster once and have not spoken to him(******) since. My only means of contact has been the injury adjuster (********). I went for an estimate at a local body shop and they quoted me $2400 and Bluefire adjuster sent me an estimate without all damage listed of $914. When I asked about a rental I was told that they dont coordinate the rental that I must come out of pocket for the entire rental. Then they would reimburse once the rental is returned, potentially *****+ out of pocket for an accident I was not at fault. Not only do they want me to pay for it but they refuse to put me in a vehicle that matches the one I drive now. I am very displeased with this company and would not recommend this company to anyone. When someone is not at fault for an accident they should not come out of pocket for anything. Today is 2/25/25 and Im still driving a wrecked car because they will not cover a rental that I dont have the funds to pay for because of an accident I didnt cause.

  Business Response

  Date: 03/03/2025

  The adjuster had been in contact to explain the next steps. 

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was hit from behind by one of bluefires clients on October 13, 2024. I filed a claim with this insurance company. Claim number TXHS **********. I have an attorney that has been given the run around when we finally received the insurance information from the at fault drivers attorney. Even though charges have been filed with the District Attorney against the at fault driver, I receive an email that states "We have completed our investigation into the claim filed by you against the referenced policy. After careful consideration of the facts surrounding the loss, we find that we must respectfully deny your claim. The investigation proved there was no coverage for the above mentioned loss." How is this possible especially when they have the police report, estimate for my vehicle as well as constantly talking to the District Attorney if their client had not coverage? Bluefire Insurance is a poor excuse for a Insurance company. This company is such a waste of time. My claim was filed in November after their CLIENT did a hit and run at a red light. I only got the insurance information due to me pressing charges against their CLIENT. How does something like that get denied???

  Business Response

  Date: 02/24/2025

  At this time, we are unable to find coverage under this policy for this loss. This has been communicated to your attorney. 

  Customer Answer

  Date: 02/24/2025

  I am rejecting this response because:   There is a policy, but there is no coverage? What does that even mean? I need a detailed description as to what NO COVERAGE means on this policy for the mentioned loss. This is unacceptable. I am out thousands of dollars due to your clients negligence and the lack of the insurance policy that he supposedly has, but has no coverage.... 

  Customer Answer

  Date: 02/24/2025

  I am rejecting this response because:   There is a policy, but there is no coverage? What does that even mean? I need a detailed description as to what NO COVERAGE means on this policy for the mentioned loss. This is unacceptable. I am out thousands of dollars due to your clients negligence and the lack of the insurance policy that he supposedly has, but has no coverage.... 

  Business Response

  Date: 02/27/2025

  There is no coverage for this loss under this policy. We are unable to disclose personal policy information. 

• Initial Complaint

  Date:02/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm insured by this company going on 2 years, I told them I needed full coverage and they gave me liability, after 8 months of payments I find this out. I upgraded to full coverage. On the 14 of feb. I was rear ended and then the person ran. I contacted my insurance and they said everything looks good we will wait for the adjuster. Two days later they deny my claim saying I was using my truck for working purposes. They asked me where I was coming from I said *********** they asked if I had any tools in my truck and I said yes, that doesn't mean that I'm using my truck for working purposes , even if I was I was rear ended from behind I pay for full coverage, so if I was using my truck for work purposes, why wasn't my insurance chaged to allow me to . It's still the same why haven't you recommended i change it. And why did you tell me to go talk to freeway insurance your sister company. They said they couldn't do nothing and why was I told to have them change my wording in my claim. This insurance company is not concerned about their clients, because it was a hit a run and they can't get their funding back they will not honor my claim. I was not using my truck for working purposes, I've payed into this company and I want my truck repaired.

  Business Response

  Date: 03/03/2025

  The adjuster has attempted to contact you to discuss this claim. You previously reported that you were driving from ********** to the job site. 

  Customer Answer

  Date: 03/13/2025

  From: ****** ******** <*****************************************>
  Sent: Thursday, March 13, 2025 12:13 PM
  To: Complaints <*************************************************************************>
  Subject: Re: My apology for the late reply, I still want your services, insurance company now wants a receipt showing what i purchased.
  
  

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an accident 2/10/25 which the party at fault has this insurance company. I have tried to contact the adjuster and left messages, and have spoken to customer service to leave messages for adjuster to call me back. My attorney has also reached out and my insurance company. And nobody has called us back letting me know whats going to happen with my vehicle , that is still waiting to be assessed and is still sitting at the towing lot since the date of the accident. Nobody has come to take a look at the car , nobody has responded to me or my attorney, and the vehicle has gained additional bumps and scratches since sitting there. These people are very unprofessional.

  Business Response

  Date: 02/20/2025

  We apologize for any inconvenience you have experienced while we investigated this claim.  The adjuster attempted to call and has sent a letter explaining that there is not coverage under this policy for this accident. 

  Customer Answer

  Date: 02/20/2025

  I am rejecting this response because:   I never got a call back from the adjustor or any letter  either through an email or postal service. This is unacceptable and this matter needs to get resolved asap. I am getting the runaround and this is very unprofessional. 

  Business Response

  Date: 02/27/2025

  The letter has been sent to your attorney as well. Please provide your email address and we can forward it to you. 

  Customer Answer

  Date: 02/27/2025

  I am rejecting this response because:   Their driver is at fault, no license provided , driving recklessly as per police report, and hit me from behind. They need to pay for those damages to my vehicle. Response is unacceptable. 

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hit a deer a I have done my claim with Bluefire insurance and got a claim number but the person that have my claim is now saying she is on vacation so now it's been two weeks and I don't have my car fixed and I haven't heard some anyone from the company.

  Business Response

  Date: 02/19/2025

  Please provide your claim number. We are unable to open the attachments that you provided. 

• Initial Complaint

  Date:02/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been waiting two months for them to settle my claim . Two deer's ran into me causing the radiator to bust witch caused the engine to fail according to the mechanic. They said it was a total loss now Friday when I called they said they need a fuel sample just prolonging my claim I'm feed up I will be calling a attorney Monday morning.

  Business Response

  Date: 02/14/2025

  The adjuster has contacted you to discuss the next steps. 

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife was in an accident on October 19, 2024. The person that rear ended her was insured by Bluefire Insurance. Bluefire Insurance was found to be 50% liable. Bluefire has been nothing but terrible to deal with. We are never able to get them on the phone, respond to emails or anything. After the car was in the shop, we were finally able to get in touch with them and told them that the vehicle was in the shop and was told to let the other company handle estimate and Bluefire would pay out their half of the bill. They have since decided to do their own estimate and is nearly $4000 off of the estimate that Progressive submitted. I had to come out of pocket $1,825 to pay for the final bill and still have not heard from Bluefire. ***** ***** and ******* ******** are the worst possible adjusters to deal with, neither answers their phone or emails. They both are extremely unprofessional in their daily activities.

  Business Response

  Date: 02/10/2025

  We have confirmed with the shop that Mr. ***** paid out of pocket for the remaining balance of repairs. We have issued the remaining balance to Mr. ***** and have advised him of the same.