ComplaintsforConnect MGA, LLC

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 3, 2024 I was involved in a multi vehicle accident on highway 114 in **********, *****. I was the last vehicle involved and Ive been trying to contact adjust by the name of ****************. I talked to her 1 time for 1:30 (one minute and 30 seconds) and she said my phone is going out as I was trying to talk to her. Ive called multiples of times and its been over a month without a response. I had no fault in this accident, its even on the police report, yet Connect MGA has refused to cooperate or help me in any way shape or form. My car was totaled I suffered significant injuries and a Connect MGA keeps dodging all of my attempts to contact someone

  Business response

  08/29/2024

  Please find attached our response.  

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **Complaint Details:**I am filing a complaint against Connect Insurance due to the extremely poor handling of my claim by their adjuster, ***********. My experience has been nothing short of disrespectful and frustrating:1. **Lack of Communication:** - Arrisha Lax consistently fails to provide updates despite promising to do so. I have made numerous attempts via email and voicemail to get updates, but to no avail. - When I try to communicate, she frequently talks over me and belittles my concerns.2. **Failure to Act:** - I am currently awaiting a rental refund, which Arrisha Lax has repeatedly delayed without valid reasons. She mentioned needing her supervisor's assistance, yet has not taken any steps to resolve the issue.3. **Unprofessional Behavior:** - Her attitude towards me has been consistently dismissive and condescending. She often makes excuses for her lack of action and disregards my inquiries.**Desired Resolution:**I am seeking prompt resolution of my rental refund and a formal apology for the disrespectful treatment I have endured from Arrisha Lax. Additionally, I expect assurances that future communications regarding my claim will be handled professionally and with respect.**Conclusion:**My overall experience with Connect Insurance has been the worst I have encountered. I trust the BBB will investigate this matter thoroughly and ensure appropriate actions are taken to prevent similar incidents in the future.Thank you for your attention to this matter.Sincerely,***************************** ************

  Business response

  08/05/2024

  Please find attached our response.  

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 16 , 2024 i was Hit by a DUI who has insurance per this company. Scariest day of my life as i almost Died in conclusion of my car being total we flipped over 5 times where i fractured My leg and now have to have a procedure on my back. Due to my surprise the insurance policy this persons obtained not only was not in his name as he has history of multiple reckless driving defenses.i have been reaching out to this company since 2/18/24 in reference to my total loss claim and no one and i do Mean NO ONE has given any updates or has anyone cared to update me on my case. I can Never reach my case work have yet to have 1 conversation with them about the type of reckless drivers they choose to insure. I have Yet to speak to some one with customer service skills everyone there does not comprehend nor car to provide the appropriate service they are RUDE AND NEGLECTFUL !! Ive done all i can Ive asked to speak to managers which is always denied to me Ive asked on different occasions for my case worker to escalate in call me nothing works nothing this is a horrible insurance company and i really Hate the fact they dont take human life serious or take any fault when they are not carefully allowing policies to persons who are going to abuse the rights of driving and possibly cause death to another party its inhumane and careless on both parties the insurance and the driver!

  Business response

  05/30/2024

  Please find attached our response to the complaint.

  Customer response

  05/31/2024

  I am rejecting this response because:  there is video evidence on the tollway which shows how severe my accident was with the insured and i feel The insurance company is just as guilty as the driver for recklessly not requiring this repeat offender to obtain the highest policy for coverage the other vehicle involved did not experience any damages per the accident on the tollway hence the reason they were able to drive away from the scene and not even go to the hospital for care. Everyone was able to see the video evidence at the police station where the attorney also has video footage which would support fact that the other vehicle was not damaged as much as mines which was the initial impact of the accident where we could have been unalived. 

  Customer response

  06/04/2024

  Im needing the check sent directly to me i dont Need the insurance contradicting my payments on a car they will not fully cover! 

• Initial Complaint

  04/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was rear ended by a Connect MGA insured driver on 2/7/24. I filed a claim and spoke with a representative, ***********************, in February. She was getting the statement from the insured and suppose to get back with me for adjustment. I received a letter in March stating they hadnt heard from me. I started trying to contact her and would always receive her voicemail with no return call. I called the main line 4 times and asked to speak to her supervisor to get my car adjustment scheduled. Each time after being on hold for over 30 minutes I would be transferred to her voicemail with none of my calls returned. I am seeking an estimate and payment on my car to resolve this claim.

  Business response

  05/13/2024

  Please find attached our response.  

  Customer response

  05/17/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was rear ended by a Connect MGA LLC policy holder on 3/1/2024. I started trying to contact this insurance company that day with no response. Only did they finally call me on 3/6/24 after my own insurance company reached out. They took my statement and asked me to send pictures of my damage which I did. I also sent pics of the policy holders ID and ********************** card which I took pictures of at the scene. Since then I have not heard back from them. I have called my adjuster multiple times and left voicemails with no response. After a few weeks on 3/27 I started calling the main number to speak with someone else since my adjuster would not answer my call. The person said they would put a note for adjuster to call. Again I waited we are now at 4/10. I have called the main number 3 times just today and each time I let the person know it's been over a month my adjuster will not return my calls, can I please speak with someone who knows something. I asked them to please not transfer me to my adjuster since she doesn't answer and everytime they still transfer me to her and everytime she does not answer. They keep saying they will see if a supervisor will help but never try and get me one they only transfer me to the same adjuster I have been calling for a months voice mail.

  Business response

  04/24/2024

  Please find attached our response to the complaint.  

  Customer response

  04/24/2024

  I am rejecting this response because:  When the insurance actually did call me the day after reporting to BBB they stated they did not have a phone number for the insured person to be able to contact. How can someone purchase a insurance policy have the policy since 2019 and never have to give a phone number. Anyone seaking insurance coverage is asked to provide a phone number. It is obvious they are not trying to contact the driver so they don't have to to pay. 

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was hit from behind by a driver insured with this company on February 14. It is now March 11. Yes I am trying to find out if theres somebody I can talk to about getting my car fixed or whatever its been going on for a month now and I get put on hold for 2030 minutes at a time and then I just shift my call to my agent and it goes to his voicemail and I leave voicemails and I get no phone calls back. Im walking to work they wont rip my car they wont they took my car. They have possession of my car, but they wont do nothing for me.

  Business response

  03/25/2024

  Please find attached our response.  

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/24 /23 my parked car was hit by a driver covered by Connect MGA LLC. I called and filed a claim and didn't receive the estimate to have my car fixed until 12/8/23. The communication has been horrible. I dropped my car off to be fixed on 12/8/2023. I picked my rental up on the same date . My car was finished on 1/18/2024. I sent the rental receipt to the adjuster for the amount of $1389.00on 12/8/23 to 1/18/24 with no response. I then called and left a message and call was later returned. I was told that the amount wasn't approved due to exceeding the amount of days of having the rental. I don't believe it's fair for me to have to pay out of pocket for a rental when I was not at fault it was their insured who hit my parked car. I advised the adjuster that I was told there was a supplement and that this was the hold up on the car being finished on time. The adjuster advised she will send it back over for the check to be issued. Again, with no communication I was sent a check of $896.91 for 22 days rental reimbursement.Me, nor the body shop, can control how long it takes to receive parts. The reason my car was even damaged was due to the negligence of Connect's insured driver. I hate to have never have an at-fault wreck but have to face consequences with people who have poor unknown insurance companies. I would like to be reimbursed for the remainder of my rental reimbursement. I would even be okay with them leaving off the one day that I couldn't get the car back in time.Claim #CCB01305815

  Business response

  03/01/2024

  Please see the attached response.  

• Initial Complaint

  01/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was hit by a connect mga driver and I have had the upmost disrespect from two of the employees there ******************************* she is a very disrespectful lady. From the beginning of this situation ******************************* and Her Supervisor have had undeniable disrespect to the point where I have had to cuss them out these two individuals needs some type of suspension based on their customer service skills I have tried to reason with these people but they are very hard to deal with and I have witnesses to prove this.

  Customer response

  01/22/2024

  The representatives here are very rude and disrespectful and then because I have a lawyer they dont want to speak with me regarding the loss of use claim I have never been treated like this before I even talked to the president of company. Still their attitudes are disrespectful this is crazy

  Business response

  01/25/2024

  Please find attached our response.  

  Customer response

  01/28/2024

  I am rejecting this response because:   All you did was send a letter stating you I was represented by a lawyer I have recieved Loss of use payment and prior to me using profanity your reps were very rude and disrespectful. They need a customer service class and they also need to apaologize for the blatant disrespect for every action there is a reaction I tried to reason with them on several occasions before profanity was used and she hung up in my face several times over talked me wouldnt let me speak etc all this was prior to the profanity being used so you sending a letter is not rectifying the situation I want results I want loss of use for the month I was without a vehicle I have apologize for my profanity but your reps have not apologized for the disrespect. Im sure she can verify I did apologize.

• Initial Complaint

  12/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Worst experience when you call the ************** service. All I need is my online account unlocked. They are the worst to answer phone call. If you call the toll free **************. for me three times they will either tell you to call back in 1 hour, ****** on you, or answer the phone but not say anything but keep typing on the keyboard. This call center is a disgrace, I wonder how they even stay in business. My account is locked, when trying to login online. The worst customer service I have eve had to deal with.

  Business response

  01/03/2024

  Please see attached response.

   

  Regards,

   

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

  Customer response

  01/03/2024

  I am rejecting this response because:   You still use bait and switch tactics, double my insurance rate. You have horrible customer service. Do you always increase rates to your clients with auto pay? or is it just me.

  Business response

  01/11/2024

  See attached response

• Initial Complaint

  11/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 8/22/23 my parked car was hit by a driver covered by Connect MGA LLC. I called and filed a claim and didn't receive the estimate to have my car fixed until 10/3/2023. The communication has been horrible. I dropped my car off to be fixed on 10/5/2023. I picked my rental up on 10/10/2023. My car was finished on 10/25/2023. I wasn't able to take the rental back due to me not being able to get to ***** by the time of them closing. I dropped the rental back off on 10/26/23, a day after. I sent the rental receipt to the adjuster for the amount of $597.09 on 10/26/23, 10/27/23, and 11/2/23 with no response. I then called and left a message and call was later returned. I was told that the amount wasn't approved due to exceeding the amount of days of having the rental. I don't believe it's fair for me to have to pay out of pocket for a rental when I was not at fault it was their insured who hit my parked car. I advised the adjuster that I was told there was a supplement and that this was the hold up on the car being finished on time. The adjuster advised she will send it back over for the check to be issued. Again, with no communication I was sent a check of $263.91 for 8 days rental reimbursement.Me, nor the body shop, can control how long it takes to receive parts. The reason my car was even damaged was due to the negligence of Connect's insured driver. I hate to have never have an at-fault wreck but have to face consequences with people who have poor unknown insurance companies. I would like to be reimbursed for the remainder of my rental reimbursement. I would even be okay with them leaving off the one day that I couldn't get the car back in time.Claim #CCB01270970-001-001

  Business response

  12/08/2023

  I have attached our response.  

*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. ↩