Complaints

This profile includes complaints for Apollo Managing General Agency LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Apollo Managing General Agency LLC

  PO Box 833399 Richardson, TX 75083-3399

• 

  Apollo Managing General Agency LLC

  433 Belle Grove Dr Richardson, TX 75083-4501

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:03/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 my way to work on March 12th I was hit by a driver who was racing in the left shoulder. He hit my car from the back. My car spun around and was tossed then stopped by a concrete barrier. I could have been thrown into incoming traffic and died on the other side if not for this barrier. I made a claim to Apollo the same day #***********. Apollo sent me a letter dated March 13th.The guy who hit my car made a claim to my insurance (Progressive) and when my insurance called me, I explained what happened. The adjuster called the guy who hit me and then he admitted his fault. I decided to file a claim with my insurance and my Insurance and I agreed that they would collect from Apollo in order to get me back on the road quickly.After trying multiple times after a week of hearing nothing from them, I got a hold of their Adjuster ***** ****** ************, that was only after having to raise my voice to the Operator. I was not rude I just had to raise my voice before any sort of consideration was shown to me. ***** told me that they would try to help me with a rental. That was on the 20th. I haven't heard back from them since the 20th. I need to be refunded for the Rental and they need to promptly pay back Progressive because they are liable for the total loss of my vehicle. Thank you.

  Business Response

  Date: 04/15/2025

  I have reviewed the complaint received. The claim was reported to us on March 12, 2025, and we began our investigation. We were unable to obtain a recorded statement from our insured. We did receive the police report on April 1, 2025, and on April 4th after still not being able to reach our insured we were able to clear coverage and accept responsibility for the loss. We have received the bill for your loss of use vehicle/rental and we will have the handling adjuster issue the payment today for the full amount submitted of $129.77. We have not received a subrogation demand from the complainant's carrier. Once received we will process right away. 

  I hope this satisfies your inquiry and please follow up if anything else is needed.

  Customer Answer

  Date: 04/15/2025

  I have reviewed the business response and accept this resolution. 

  I have contacted Calving ****, the Adjuster for the claim initially filed by the person who hit me, at ********************* to let him know that Apollo is saying that they have not heard from them.

  I can say for a fact that it was extremely difficult for me to get with someone from Apollo on the phone as every time I called it went straight to ******* voicemail. I was only able to speak with her once after begging and pleading and shouting to the Operator. Also, there's no email for Apollo. I had to mail the rental bill. 

  ****** ****

  Manage Repair Representative

  On Behalf of ***************** of Insurance Companies
  Direct: ************
  Email: ********************************************
  My Hours of Availability: 8-5 CST Monday - Friday

  Also, ******* ****** at Progressive logged my initial statement about my decision to let Progressive handle the damages and for Progressive to bill Apollo for those damages. The car was a total loss, Progressive paid ********* and I was left with a balance of ********. I am already traumatized plus I now have the new loan for the car I bought plus this second loan. I do thank God for saving my life, and I give him all the glory I try not to complain but it would be nice for those at fault to accept full liability. 

  Thank you BBB! I appreciate this!

  Have a blessed day!

  ******

  
  
  

• Initial Complaint

  Date:11/02/2024

  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.

  9/23/24 Rear ended by their insured driver. As many complaints say, Apollo MGA purposely stalls & delay while coincidentally claiming "inability to reach other driver" then gives this as reason for claim denial. I called police but was advised to exchange info w/other driver whom admitted fault. 9/25 missed call from adjuster, ***** ****** 9/26 return call to *****, got vm stating out of office 9/26 - 9/30 9/27 called *****, left vm after receipt of letter w/EXACT DATE OF ACCIDENT stating "unable to obtain sufficient info to complete investigation" EXCUSE ME but adjuster out of office & apparently is the only 1 to take statement, per claims **** 10/1 called ***** (1wk since wreck yet no chance to give statement) no answer, left vm w/callback request. Later rcvd call from ***** who takes info & says I'll be updated once other party respond 10/7 sent pics w/request for receipt confirmation, no reply 10/21 still no word from *****, sent photos again w/copy to general claims 10/22 called claims **** to confirm receipt of pics. Later rcvd call from ***** stating "still awaiting insured driver's response" (1mo. since wreck) 10/28 ***** request copy of insured driver's ************** taken @scene. Not only was this previously sent but **** in yet still requesting info you already have on file 10/31 Rcvd call from *** ******* (claim mgr) -reports claim denial d/t inability to reach insured driver. Despite complete license info collected from at fault driver @scene & provided to Apollo, photo copy of license required for claim approval I then called insured driver (@ ph# previously provided to & confirmed w/ Apollo) who promptly responds & further report her cooperation & prior attempts to give statement but had been unable to reach adjuster. Wow!! Insured driver then calls Apollo but of course got vm stating adjuster out of office until 11/5. Insured driver then spk w/ mgr who decides to schedule callback appt for next week rather than taking statement @ that time

  Business Response

  Date: 12/05/2024

  This claim was reported to us on September 23, 2024.  The claim was assigned to the adjuster on September 23, 2024, and we began our investigation. The adjuster attempted contact with the complainant on September 23, 2024,and the adjuster left a voicemail for the complainant. The adjuster also left a voicemail for our insured on September 23, 2024. The adjuster also left another voicemail on September 25, 2024, for our insured in response to a voicemail from our insured and the adjuster left a voicemail for the complainant the same day.The handling adjuster received a call back request from the complainant on October 1, 2024, and the handling adjuster spoke with the complainant and took their recorded statement. The handling adjuster tried to reach our insured via phone on October 2, 9, 16, 24, 2024. During the time the adjuster was trying to reach our insured via telephone, she also sent a certified letter that we require cooperation, placed an alert on the file for our insured to contact us, she also contacted our insureds agents office and ran searches for other possible phone numbers or emails for our insured.
  
  I spoke with the complainant on October 31, 2024, and the complainant confirmed she did not have any pictures of our insured driver license or identification card and no police report was taken. I advised the complainant at that time since we cannot confirm loss, and we cannot reach our insured we will be denying the claim for non-cooperation from our insured. We sent the appropriate denials to the complainant and our insured.
  
  Our insured did not reach out to us until she received a message on the non-cooperation denial form her agents office. We were not able to obtain a full recorded statement from our insured until November 4, 2024. At that time, we were able to clear coverage and accept liability for the loss.  
  
  The handling adjuster immediately emailed the complainant advising her that she sent a link to proceed with her estimate and what was needed for their Bodily Injury claim. The handling adjuster also advised that we had accepted liability for the loss in the email to the complainant. We have paid the property damage portion of the claim. We have not heard back from the complainant about her Bodily Injury claim.
  
  We trust this satisfies your inquiry and helps to explain our handling of Ms. *************** claim. If there are further questions, please dont hesitate to contact us.  
  

• Initial Complaint

  Date:07/22/2024

  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 7-3*****, I was involved in a MVA. I contacted Apollo car insurance at ************. As of 7-22*****, my car is still sitting at the towing lot. It was sitting at the original towing site for over two weeks at LW's towing until or around 7-15***** and was towed to a private tow lot contracted with Apollo, still without an estimate by Apollo at this time. I made numerous phone calls to Apollo car insurance and met with much resistance with all Apollo employees , On 7-22*****, I called Apollo, and spoke with ***** my Apollo insurance representative, and my care is still in the private tow lot of Apollo. So, as of 7-24 *****, it will be a total of 3 weeks, and my car is still sitting in a tow lot , and no repairs can be completed. The repair estimate was finally received on 7-19*****, and as of 7-22*****, still in the tow lot. My desired outcome is that the my car will be towed the the repair shop of my choice, which is Crash Champions in Frisco and repaired correctly in conjunction with Apollo car insurance in a timely manner. Apollo Insurance phone number ************

  Business Response

  Date: 08/02/2024

  08/01/2024                                       
  BBB
  ********************************************
  *********************;                                                                   
  
  R/E: 22024373
  
  Subject:  ***********************
  
  
  Dear BBB:
  
  We are in receipt of the above referenced inquiry and have reviewed the corresponding claim file.
  ************** was involved in a collision on 7/3/24 and gave initial notice to us on the same date. Mr. ****** vehicle was towed from the scene to LWs Towing which is a secure lot that charges daily fees.  ************* notified us on 7/9/24 that he wants Caliber in ********** to pick up the vehicle and conduct the repairs.  ******* stated that they require an Open Shop assignment prior to moving the vehicle to their facility.  We notified Caliber that Apollos estimating system did not have Open Shop assignment capability.  ******* refused to accept Mr. ****** vehicle without an Open Shop assignment.  This is very unusual as we have worked with many Caliber locations throughout *****,and I dont recall ever having any of them refuse a vehicle because we dont have Open Shop assignment capability. 
  
  Since Caliber would not accept the vehicle, we had it moved to a CoPart lot on 7/15/24, which doesnt charge daily fees.   As part of their service, CoPart provided photos of the vehicle damage to Apollo on 7/15/24.  Using the CoPart photos,Apollo was able to complete our initial estimate on 7/17/24.  The vehicle was delivered to Crash Champions ******* Mr. ****** 2nd shop of choice, on 7/23/24.  Crash Champions conducted a further inspection and sent us a supplement and additional photos on 7/24/24.  Based on that additional information, Apollo deemed the vehicle a total loss on 7/25/24 and ************* was notified as such on the same day.  Vehicle towed away from Crash Champions facility on 7/26/24.
  
  Once we got past the delays related to Caliber Little Elm refusing to accept the vehicle, the rest of the process took 10 days.  Vehicle pick up from LW Towing on 7/15 to ************* being notified 7/25/24 that the vehicle was deemed a total loss.
  
  We now consider this matter resolved.
  Sincerely,
  
  *********************
  MD Manager

• Initial Complaint

  Date:07/17/2024

  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 having issues with my insurance claim. The policyholder for this insurance company hit my vehicle as I was parking. The police was called and a report was taken and they were at fault. The policy holder had liability only so I thought my car would be covered. The insurance adjuster asks for the police, and I picked it up and sent it to her. She said the police statement didn't have anything about the accident so I had the report amended and they added the information about the accident. She then tells me that it's not going to work because it says the same thing that I told her as far as what happened. She then says because she can't get a hold of the policy holder. They can't go any further. I told her that sounds like an admission of guilt and that my car should be taken care of. I've done everything that the adjuster has asked and she's done nothing but give me the runaround. She didn't ask for any pictures of the damages. All she ever asked for was the police report and continued to say it's my word against the policyholder. Once I presented be amended report, she continued to turn me down and tell me there was nothing they could do for me. I saw in other reviews that I'm not the only person with this issue. They've told other claims customers the same thing about not being able to get hold of the policy holder and there's nothing they can do any further. I don't think it's a legitimate insurance company. This will be the third time that I've had to file an insurance claim with the person at fault insurance and my car was not taken care of. I had to come out of pocket every other time which caused my insurance rates to go up when I use my own insurance. My car insurance is higher than my car note because this is an ongoing issue with filing an insurance claim and the insurance company can't get a hold of the policy holder so they deny you your claim. All I wanted was my car taken care of so I'd have a vehicle to use.

  Business Response

  Date: 07/29/2024

  We are in receipt of the above referenced inquiry and have reviewed the corresponding claim file.

  Our records reflect you originally reported this claim 05/08/24. We opened our investigation the following day and  and attempted to contact our insured multiple times via telephone without response.  Further attempts for contact were made via **** mail, email, and text message.  In addition, we contacted the insureds independent agent and conducted internet searches for contact information without success.  To date we have not received a response to any contact attempt and it appears there was no formal police report filed for the loss.

  We have reviewed the 'incident detail report' submitted by the complainant.  Unfortunately it is highly redacted and does not carry enough information to resolve the claim.  

  On 06/17/24, after exhausting all efforts, we denied the claim for lack of cooperation as we were never able to speak with the insured.  To date we still have not received any contact.

  At this time our file remains closed. I hope this answers your questions, if not feel free to contact us at your convenience

  Customer Answer

  Date: 08/08/2024

  I am rejecting this response because:   this is an unfair decision. There are too many people who have gone through the same situation and have gotten no results. It's unfair for us to have to come out of pocket for actions that are not of our own. I believe they should take care of my issue because their policy holder was at fault and had the insurance to cover my vehicle.

• Initial Complaint

  Date:06/04/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 Thursday, 5/30/2024, a driver insured under the Apollo Managing General Agency hit my car, damaged my driver side mirror, my driver door and a small area on top of my left front tire. Regretfully, I didnt call the police to report the incident. The driver and one of her two passengers apologized to me when we were exchanging information. I called her insurance and filed a claim against her for hitting my car on the same date, 5/30/2024. I submitted photos of the damages as requested on the same date 5/30/2024 as well. After a few times calling to check on the status of my claim (2024-07651) and was given the same response: we have been unable to obtain a statement from our client, I decided to escalate. I asked the claim adjuster, *************************, for her managers direct line. Only to be presented with a voicemail each time I called. This manager, *****************************, didnt even bother to return my call even after I left him multiple messages. At this point, I believe Apollo Managing General Agency is trying to skirt responsibility by brushing me off and ignoring my pleas for resolution. Im hesitant to rent a car because Im afraid the cost will add up, Apollo will refuse to pay and Im the one ended up with a huge bill I cant afford.

  Business Response

  Date: 06/24/2024

  We are in receipt of your inquiry and have reviewed the corresponding claim file.

  Our records reflect you originally reported this claim to our office on 05/30/24.  We opened our investigation the same day, contacted the complainant and explained the claims process.  We attempted contact with our insured on 05/30, 05/31, and 06/03 at which point we were able to obtain a preliminary statement from the policyholder and driver.  As it was necessary they provide additional information in order for us to determine if the policy would provide coverage for the claims presented we continued following up with them.  We were able to obtain the additional information requested on 06/12 and the claim was subsequently approved on 06/19.  The complainant submitted photos of their damages to our office on 06/21, upon completion of our estimate we will move forward and issue payment for their damages.  

  I hope this answers your questions, if not feel free to contact us at your convenience.  

  Customer Answer

  Date: 06/24/2024

  I am rejecting this response because:   
  1. I never received a straight answer from Apollo (specifically *************************) when I asked about the status of my claim. I called almost daily for 2 weeks straight following the date of the incident, but was never informed that Apollo was finally able to reach their insured. I left multiple voicemails for *****************************, an alleged manager at Apollo, in a desperate attempt to get my claim moved forward without to no avail.
  

  2. I submitted the photos of the damages on the same date they were requested: 5/30/24. On multiple subsequent phone calls to Apollo and their associates, every single time I was assured that my photos of the damages have been received and were on file. They needed no additional information from me. From the companys response, they made it sound as though I waited until 6/21/24 to submit the photos. 

  3. Its coming up to be a month since the incident. Realistically speaking, how does Apollo expect someone who lives in ***** to conduct everyday business without a car for a month? Apollo couldnt call or email me the update to my claim but they sure had the time to send me the letter stating they would not pay for rental car or storage fees. There is nothing about Apollo that satisfies me. Apollo just frustrates me. 

  Business Response

  Date: 07/08/2024

  We are in receipt of your follow up questions to your original inquiry.  Our records reflect your claim was paid on 06/26/24, the handling adjuster contacted you and discussed all aspects of your claim with you at that time.  At this time it appears all matters regarding your claim have been resolved, should that not be the case please contact our offices direct.

  Customer Answer

  Date: 07/12/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/06/2024

  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.

  Claim: 2024-04794 It has been 2 months and 4 days since this collision occurred and I have not gotten any resolution for my property damage caused by the client of Apollo on March 2,2024. After a month and a half Apollos representatives accepted fault and deemed the vehicle a total loss and no estimated amount provided; however, the company did not provide this information without constant inquiring by my representative and/or self. This is completely upsetting and unacceptable. Apollo customer service team and adjusters are not upholding nor displaying, reliable and efficient service; they are certainly not insuring a better tomorrow today. Rather they are causing additional pain and suffering for all persons involved with their insurance companies stall tactics. I wish for my property damage to be resolved instantaneously as well as this company to be restructured due to their poor business management.

  Business Response

  Date: 05/16/2024

  May 13, 2024                                                                                                              
  Dispute Resolution Department
  Better Business Bureau
  ****** / ******* / *************
  **********************************************
  
  Customer Information: ***********************
  Complaint ID:              21675125
  Date of loss:                3/2/2024
  
  This claim was reported to us by Ms. ******* attorney late on March 27, 2024, and was assigned to the adjuster, *************************, the following morning. The adjuster immediately began his investigation and requested a copy of the police report and sent acknowledgment letters to all interested parties. Our office was closed on Friday in observance of the Easter holiday. On Monday April 1, 2024, the adjuster attempted to contact both the named insured as well as Ms. ******* attorneys office. A voicemail message was left with the office advising of his involvement and on going investigation.
  
  The police report was also received on April 1, 2024. The police report is adverse to our insured driver.It was an intersection loss whereas the insured advised she turned left in front of ****************. On April 3, 2024, the adjuster received and responded to an email message from Ms. ******* attorney requesting status of the claim in which he advised it is still under investigation. In addition, confirming by email, he explained her responsibility to mitigate her damages and requested photos of the vehicle to help expedite the handling of the claim once our investigation was complete. There was a manager review complete later that day in which coverage and liability were cleared.
  
  There was no additional response or contact until **************** calls the adjuster on April 24, 2024 requesting status. The adjuster again requests photos of her vehicle and sent her an email providing her the details of the requested information. The photos were received the following day and forwarded to our material damage department. The review of damages was complete and vehicle was deemed a total loss on Friday, April 26, 2024. Given that there was a limits concern, the report was sent back to the adjuster on April 30, 2024. The adjuster immediately reached out to our Claims Director who discussed with the Material Damage Director and file was assigned to a total loss adjuster for further handling of settlement. The adjuster contacted **************** on May 2, 2024 to advise that vehicle is a total loss and that a total loss adjuster would be following up with her.
  
  On Friday, May 3, 2024, the total loss adjuster called **************** and had to leave a voicemail message requesting a return call. A second message was left again for **************** on Monday, May 6, 2024. **************** returned the calls on Wednesday, May 8, 2024,the total loss settlement was offered. The customer surrendered the vehicle and payment was issued direct to her lienholder on Monday, May 13, 2024.
  
  We trust this satisfies your inquiry and helps to explain our handling of the claim. If there are further questions, please do not hesitate to contact us.
  
  Sincerely,
  
  ***************************
  Casualty Claims Manager
  
  
  
  ***************
  PO Box 833399
  ********************
  ***************************************
  *********************************************************
  ***************** (Office)

• Initial Complaint

  Date:04/25/2024

  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 02/22/2024 one of Apollo Insurances policy holders crashed into my vehicle, totalling out the car. I was told by the police office I had to wait to get the claim information until I get the police report. I got that on 02/29/2024 and filed my claim the same day. I notified the insurance company of where the vehicle was and that it was not drivable. They accepted liability as the police report clearly states their policy holder is at fault. My car has been at the body shop ever since. I have called every week since, no one returns my calls including the supervisors. The body shop called multiple times a week every week and emailed them every week informing them of the storage charges accruing. It is now 04/25/2024 and they have still not called me back to discuss total loss resolution. I have called and left messages for the adjuster and her supervisor. They abandoned my car at the body shop saying that they are not paying the total loss fees because its not their fault i chose to take my nondrivable car to a body shop. They said they will only pay $1000 and refused to pick up the car from the shop. I had to pay out of pocket the other $4,600 and pick the car up from the body shop myself. I also had to pay $2,000 out of pocket for the rental that they were supposed to pay for but now are refusing to do so.

  Business Response

  Date: 05/24/2024

  **************, 

     We are unable to locate your claim without additional information.  Can you please provide us with a claim #, policy#, or our insured's name?  Once we have this information we will respond to your inquiry timely.  

  Thank you 

  ********************;

  Claims V.P.

  Business Response

  Date: 06/03/2024

  More InformaBETTER BUSINESS BUREAU
  **************************************************************************************
  
  RE:   Complaint No:  20627283
           Policy No:  GNS-********-0001
           Claim No:  2024-GN02076
          Insured:  *********************************** ******
          Subject:  ***************************
           ** Co:  Homestate ******************************* / NAIC 29297
  
  DATE:  06/03/2024
  
  Dear Better Business Bureau:
  
  This claim was reported to us on 2/22/24 by our policy holder.  The claims was assigned to the adjuster on 2/23/24 which was a Friday, and we began our investigation.  The complainant *************************** did not come forward until 2/28/24, multiple calls were made to her requesting a call back.  A mitigation letter was sent to ************** on 3/4/24 advising she has a duty to mitigate her damages and not allow her vehicle to accrue excessive storage fees.  The file was transferred to a bodily injury adjuster once we were made aware of an injury. Photos of the her vehicle were again requested by voice mail and email.  The adjuster also contacted the attorney and requested the location of the vehicle and they did not know where it was.  Mitigation duties were also explained to the attorney on 3/7/24 and a letter also sent advising the same.  We attempted to pick the vehicle up from the shop but the vehicle had still not been released as of 4/4/24, the claimant was instructed to remove her personal items and release it to us.  We did not pick the vehicle up due to excessive storage charges but were paying ************** the full ACV of the vehicle.  The total loss adjuster has been trying to reach ************** to discuss offers but she has not returned the call. 
  We trust this satisfies your inquiry and helps to explain our handling of Ms. ****** claim. If there are further questions, please dont hesitate to contact us. 
  Sincerely,
  *********************
  Casualty Supervisor
  Apollo MGA, LLCtion...

• Initial Complaint

  Date:03/14/2024

  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.

  12/28/23 I was involved in a car accident that was not my fault. Filed a police report and the other driver was deemed at fault for t boning or sideswiping my vehicle. After a little over a month the insurance company finally accepted fault. Claim number 2023-17279. It has been another 2 months of my vehicle being in the repair shop for what was estimated as a 9 day repair by Apollo insurance. The body shop keeps submitting supplements each time with additional information and Apollo insists on asking for unsafe repairs that go against GM rules. The wheel was the initial point of impact and the wheel and bolt are gouged up pretty bad. Apollo insists on reconditioning the wheel though it is clearly stated as unsafe according to GM below.In bold red it states: "Important: Do not use any re-machining process that removes aluminum. This could affect the dimensions and function of the wheel."It also states "The Dealer must insure that such damage is not deeper than what can be sanded or polished off."The body shop even sent the wheel to a wheel repair company and the company said it was not repairable yet Apollo keeps changing the supplement to recondition the wheel. Apollo also keeps manually removing the body shops paint labor amount on the supplement to make it cheaper. I have spoken to/emailed a supervisor named ********************* a few times with absolutely no resolution. Instead he sounds like a shady car salesman. Please finalize the supplement for ordering oem wheel and add back paint labor for painting the panel. Also $ for pain and suffering. I need my car for work and Apollo will only reimburse a *** of $40/day for car rental and that will not even rent the smallest of vehicles much less something comparable to my ***** traverse. So I've been having to pay out of pocket for months.

  Business Response

  Date: 03/25/2024

  03/22/2024
  BBB
  *************************
  Suite *******************************
  
  R/E:21436008
  Policy # APM-******-0000
  Claim#:2023-17279
  Subject:*******************
  
  Apollo is a managing general agent for ************************ and is responding on their behalf.
  
  Dear P&C Intake:
  
  We acknowledge the complaint filed by ******************* on March 15, 2024, for the accident December 28, 2023.
  
  Standard practice in the industry is to send a customers cosmetically damaged wheels to a reconditioning company to evaluate whether the wheel is repairable or not. The reconditioning company is who will warranty the wheels.  If the wheel is deemed not repairable by the reconditioning company, then a replacement wheel will be approved by the insurance company.
  
  *************** chosen repair shop, ***** and ***** Body Shop, repeatedly refused (February 6, 2024, to March 10, 2024) to send out the two existing damaged wheels for evaluation by a reconditioning company. ***** and Phils Body Shop eventually sent **************** wheels for evaluation and provided Apollo a statement that the wheels were not repairable on March 13, 2024. Apollo emailed ***** and Phils Body Shop a supplement on March 14, 2024, authorizing replacement of both of *************** damaged wheels with off-the-shelf reconditioned wheels.
  
  I tried calling ******************* on March 22, 2024, to discuss her satisfaction with the replacement wheels authorized by Apollo on March 14, 2024. ************** did not answer, and I left her a voicemail message to call back. I also called ***** and Phils Body Shop on March 14, 2024, to check on the repair status,and the receptionist informed me that the vehicle was complete and ************** had taken delivery on March 13, 2024. We were able to speak with ************** on March 25, 2024, and she stated she was satisfied with the repairs. We now consider this matter closed.
  
  I hope I have answered all your questions. If not, please contact me.
  
  *********************
  MD Manager

• Initial Complaint

  Date:02/23/2024

  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.

  We have a claim 2024-02905 with their client. He hit my husband and fled the scene. Police case ************ was opened. My husband followed the driver and took pictures and got the tag number We called Apollo and they said they would have the assigned adjuster call us. She did not. My husband called her over 50 times without a response. I called the main number and was given a call by the lead adjuster. She told my husband if they are unable to reach their client they will deny the claim. They made zero attempt to call me. I am sure they are not calling their client either. How can this behavior be acceptable?

  Business Response

  Date: 03/10/2024

  We are in receipt of the above referenced inquiry and have reviewed the corresponding claim file.

  Our records reflect you originally reported this claim 02/14/24.  We opened our investigation the same day and attempted to contact both our insured, and the complainant several times to resolve the claim.  We were able to speak with both the complainant as well as our policyholder on 02/22/24.  The complainant submitted photos of their damages to our office on 02/27/24, we were able to draft an estimate for their damages on 02/28/24, and issued payment for their loss on 02/29/24.

  At this time our file is closed and appears all matters have been concluded.  I hope this answers your questions, if not feel free to contact us at your convenience.  

  Customer Answer

  Date: 03/10/2024

  I am rejecting this response because:   They have not made any attempt to look at our car or get an estimate to repair it. Our car is most likely totaled or will take several thousand dollars to replace. My husband missed work because of this. They sent us a check for $1039.  That will not cover the repair on our car at all. We will not be cashing the check. They have been notified. We again will wait several days for them to respond. 

• Initial Complaint

  Date:02/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Apollo insures the person who rear-ended me at a stop light. The insurance was in full force and effect at the time of the accident. Their insured received a ticket as the "at fault" driver. I made a claim. I sent pictures and gave them all of my information. They keep telling me they are waiting for two small pieces of information from their insured before they decide if it is a valid claim! What? They are insuring this reckless driver. She is the at fault driver. They have all the information and pictures to pay to have my car repaired and they sent me a letter telling me to go to my insurance carrier. I need my car repaired and this is just a stall tactic to delay paying for my repairs. How can they get away with this. Their Yelp reviews all say how bad this company does business. What can be done about scam companies like this?