ComplaintsforLonestar Managing General Agency

Insurance Services Office

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
01/31/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Claim #**TXM87525 I am a travel nurse stuck in ********** from December 20**. On 12/19/20** I reached out to H3**43737313331313839H to file a claim for theft on my vehicle. Broken window and busted transmission shaft (guess they were mad they couldn't steal my vehicle). I explained to accepting claims agent that incident DID NOT occur in my home location and gave current address. I was told that an adjuster would reach out me. Next day, adjuster calls to set up an appointment in my home location. I explained again that that was not where incident occurred. He took my information again and said that i would be placed back in que for an adjuster. 01/02/24 an adjuster goes to repair shop that car was towed to. (couldn't leave it on ************ streets). Spoke to claims adjuster G.S. that gave the a complete run around. All the way to "we mailed you" if i am not at home to RECEIVE mail and the company is aware, why was i not emailed? All items requested to get claim approval has been submitted. Even when I was told that claim would be denied because vehicle was out of ***** for more than 30 days when proof by toll tags was submitted that car was in ***** weekend prior. That was 01/19/24. Also on this date i requested a new adjuster. It is 01/31/24. I have reached out to claims supervisor **** several times with no call back. When i have tried to get someone else's information in management I was denied. At this point, not only will i loose my car, but my job and my home as well. If proof of car location was the only thing that was holding claim to be approved...Why haven't anyone reached out to me yet, is my concerning question.
Business response
02/05/2024
February 5, 2023

BBB#********
Claim Number: 23TXM87525

*********** has completed the investigation of the complainants claim and we are rescinding the complainants policy and refunding the policy premium to her due to a misrepresentation by her on the application. As a result, her claim for damages is denied. The refund and an accompanying letter will be sent out over the next several business days. *********** spoke to the complainant on February 2nd and advised her of rescission and premium refund.

Respectfully,

*****************************
Office: **************
Fax: ************
Email: *********************************
Customer response
02/12/2024
I am rejecting this response because: i have explained several times that I physically did not fill out the application. It was done by and agent. When I asked listed questions I responded honestly and accurately. As i have been a travel nurse for 4 years. Until I receive said refund (mailed per call center on 02/05/2024, because checks are sent out on Mondays), I am classifying this complaint to still be unresolved. No correspondence was asked to where I would like the check sent until after "it was mailed." So once again mail is being sent to ***** when I am stranded in **********. I was even willing to be charged for overnight fee yet this option was not given. Communication is at extreme minimum.
Business response
02/22/2024
February 22, 2024

BBB#********
Claim Number: 23TXM87525

The company sent the complainant an e-mail on February 21st and she confirmed that she did receive the premium refund check last week and had it deposited. She was just waiting for the funds to be released, which she will need to verify with her bank.

Respectfully,

*****************************
Office: *************
Email: *********************************
Initial Complaint
01/26/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On Oct 18 2023 I was rearended by someone that has auto insurance with Lonestar Managing General Agency. On Oct 19 i contacted them and filed a claim at first they were very professional . they sent an apparaiser to inspect the damage about a month later and since then they have not answered my calls or contacted me at all.
Business response
02/01/2024
February 1, ****

BBB#********
Claim Number: 23TXM86506

The company spoke to the complainant on January 31, **** and advised him we have issued payment to him for damage to his vehicle for the estimated amount of $2,105.40.A copy of the estimate was also sent to the complainant.

Respectfully,

*****************************
Claims Director
Office: **************
Initial Complaint
01/25/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Contact from the company and the check for our damaged vehicle. This accident should of been settled months ago. 9 months later and after an audit was it even addressed. It's been a horrible experience. The frustration is crazy. Can't get a response from a single person there. We just want this over with. Accident on 4.6.23. Waiting for a response from someone who actually cares about this situation. Waiting for our check for the totaled car. They have the worst customer service.
Business response
02/07/2024
February 7, 2024

BBB# ********
Claim Number: 23TXM87654

We are writing to respond to your complaint filed with the Better Business Bureau (BBB) regarding the auto insurance claim for damage to your vehicle. We sincerely apologize for any inconvenience or frustration this situation may have caused you.

We are pleased to inform you that payment for your claim has been processed and issued on February 1, 2024. The payment has been sent to the address listed in the claim.Please allow 5-7 business days for the check to be received.

We understand that the claims process can sometimes be complex and time-consuming. We are committed to providing our customers with excellent service and appreciate your patience and understanding as we worked to resolve this issue.

Respectfully,

********************************
Auto Claims PD Director
************** office
Customer response
02/12/2024
I am rejecting this response because: It's 2.12.24 and still NO check. This claim should of been settled last year, NOT almost a year later. We were cheated out of the FULL value of the car due to your negligence, lack of communication and total lack of concern for us. This is UNACCEPTABLE!!!!
Business response
02/21/2024
February 21, 2024

BBB# ********
Claim Number: 23TXM87654

The company has requested the stop payment and will reissue the check immediately upon confirmation that the stop payment was completed.

Respectfully,

*****************************
Property Damage Director
Phone: ************

Customer response
02/21/2024
I am rejecting this response because:
The lies, the excuses and so on are ridiculous. They can't communicate, return calls, emails, etc. I have asked for direct deposit, a check sent overnight, or certified mail....they can't even do that. They don't even have a location for us to go pick the check up. This company is ridiculous! They always do everything in business days, mail runs daily (besides Sunday). The sad thing is we still probably will not get a check at any point and there will still be an excuse.
Initial Complaint
01/15/2024
Complaint Type:
Service or Repair Issues
Status:
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.
This company is whom my car insurance is policy is through. On November 20th, 2023, I was in a car accident and filed a claim. For the first month, I was unable to get ahold of my claims adjuster despite calling multiple times a day. They have assigned me a new adjuster but it seems as though they are avoiding making any progress on my claim. I no longer have the car, it has been nearly two months of continuously paying the premium and getting nowhere and I feel like they are attempting to drag this out as long as possible in order to get me to keep paying my premium. It has now currently been more than a week since Ive heard from my claims adjuster.
Business response
01/29/2024
January 29,2024

BBB#********
Claim Number:23TXM87114

We apologize for any inconvenience or frustration you have experienced during the claims process. We understand that the vehicle was recently involved in an accident, and we want to assure you that we are committed to resolving this matter fairly and efficiently. Following a thorough review of the damage, the vehicle has been declared a total loss.

Our adjuster is currently working diligently to finalize the settlement offer based on the actual cash value of the vehicle at the time of the loss. This process involves gathering and analyzing relevant data, including comparable vehicle pricing and any applicable deductions.
We anticipate presenting the settlement offer within 1-2 business days. Once finalized, the adjuster will personally contact you to discuss the offer in detail and answer any questions you may have.
We appreciate your patience and understanding throughout this process. We are committed to providing you with a fair and timely resolution to your claim. Should you have any questions or concerns in the meantime, please do not hesitate to reach out to us accordingly.
Respectfully,

********************************
Property Damage / Training Director
First Chicago Insurance Company
************** office
************** fax
Initial Complaint
01/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I had a deer run out in front on me on December 24,2023. I filed a claim through my insurance company. All that has happened is they recorded my statement, sent a adjuster to take pictures. After that it has come to a halt. No one will return my phone calls nor answered any of my questions. I want my truck fixed but cannot eve get a phone call back after repeated phone calls and voice-mail
Customer response
01/16/2024
The insurance contacted me told me because of 2 rock chips on the front fender that was prior damage and therefore they would not cover the cost of the fender. So instead of paying out the cost of the estimate minus my deductible,they also shorted me an additional $1500. Also they sent a check out in the mail without my agreement to the cost of settlement with damages on the truck. I never agreed on there settlement cost with my truck. These people should be put out of business.
Business response
01/25/2024
January 25, 2024

BBB# ********
Claim Number: 23TXM87608

This is in response to your complaint regarding the damage to your vehicle.

We understand your frustration with the delay in processing your claim, and we sincerely apologize for any inconvenience this has caused. We have thoroughly reviewed the details of your case and are pleased to inform you that payment has been issued to cover the repairs for the damage to your vehicle.
We have also taken steps to streamline our internal processes to prevent similar delays in the future. We are committed to providing our customers with prompt and efficient service, and we appreciate your understanding in this matter. If you have any further questions or require any additional information about your claim, please do not hesitate to contact us directly.

Thank you again for choosing Lonestar. We value your business and look forward to continuing to serve you in the future.

Sincerely,

********************************
Property Damage / Training Director
************** office
Customer response
01/26/2024
The insurance did finally send the check and it has arrived. The body shop gave me an estimate for a little over $3400. The insurance company sent me a check for $2070. I understand I have a $500 deductible. But to take off 50% due to prior damage they are saying because of 2 *********** chips is a little extreme and the fact that every time they seem to come up with an excuse to under pay an extreme amount is very concerning. Even after the low ball check they sent without my agreement I can not find a bodyshop to do the repairs for that amount. I am going to have to wind up doing the repairs myself, and even after that I an going to have to come out of pocket alot more money just because an insurance company is s******* me over. I have paid my insurance and been with this insurance company for years and I know they do not value or care about there customers. It's all about them and how much money they can get out of
Initial Complaint
10/29/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I have car insurance through this company and my vehicle was stole Labor Day. I immediately put a claim in with them. Truck was found the Saturday after Labor Day and was towed to ******** because truck was not driveable. We were told by a supervisor at loesntar that they would cover the cost of getting the truck out of the tow yard and to the body shop. Well as of two weeks ago I have not been able to get ahold of anyone to find out what is going on with the truck. I talked with the tow yard and if the truck is not out of the yard by December it will be sent to auction. I have left messages after messages for the adjuster with no response. I have even left messages with the supervisor over lonestar with still no response. Another problem is the truck is financed through a lien holder and they are not able to get ahold of anyone either and so we are still making payments on the truck that we dont have and could possibly loose because they wont do their job and wont let me know whats going on either. We are currently sharing one vehicle and in my husbands line of work he hails a horse trailer around everyday and is loosing money because he has no truck to haul the horses and I have a *** and it will not haul a trailer and a horse. I feel like the adjuster had blocked our numbers and is avoiding our calls on purpose.
Business response
11/10/2023
November 10, 2023

BBB# ********
Claim Number: 23TXM85489

We are writing in response to your BBB complaint regarding our claim with our company. Please note that we are working with the lienholder on a resolution to the claim. IF you have any questions or concerns in the meantime, please do not hesitate to reach out to your assigned claims adjuster.

Thanks,

*******************************
Property Damage / Training Director
************** office
************** fax
Initial Complaint
10/19/2023
Complaint Type:
Service or Repair Issues
Status:
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.
On 09/02/2023 I was involved in an incident. I had to wait until 09/06/2023 to contact the insurance agency due to Monday 09/05/2023 being a holiday. I couldn't speak to anyone I had to leave a message. Wednesday morning 09/07/2023 someone contacted me to get my information/explanation of what happened. I explained to the customer service rep what happened. She( the representative) told me someone would follow up with me which was the claims adjuster. She( the representative) gave me the adjusters information. I didn't hear anything, so I contacted insurance to follow up with the claims adjuster. After leaving a message because you can NEVER speak to anyone, I was finally able to speak to the claims adjuster *********************************** who told me ********************* would be out to look at my vehicle. ***** came out on 09/10/2023 to look at my vehicle. ******* followed up with me on 09/16/2023 with the adjusters information from the inspection. I was told to find a repair shop by ******* in which I did. ******* went over next steps with me and assured me that if the repair shop needed a supplement they could request a supplement and the insurance company would handle everything. I dropped my vehicle off on 09/26/2023 for repairs. On 10/02/2023 I received a message from the repair shop saying they submitted supplement and they were waiting for the insurance company approval. On 10/05/2023 received another message from repair shop saying they were still waiting on insurance company to respond. On 10/09/2023 received another message from repair company still waiting for approval from company. I myself reached out the insurance company(third party) and was told that they have submitted information and Lonestar MGA does not allow them to discuss anything, I would have to contact Lonestar directly. I contacted Lonestar directly, as well as sent email to ******* explaining the issue. ******* responded and said he was going to get in contact with the adjuster. I haven't heard anything. It is 10/16/2023 as of now and I've yet to hear from anyone about my vehicle. You can never speak to anyone, this company is really unprofessional.
Business response
10/19/2023
October 19, 2023

BBB# ********
Claim Number: 23TXM85490

This is in response to your BBB complaint dated 10/19/2023. We are currently working with your body shop of choice to review the recent supplement that was submitted. We take consumer complaints very seriously and we are committed to resolving this issue with urgency. As soon as the review is completed we will follow up with you and your body shop to discuss the next steps.

We apologize for any inconvenience or frustration that this has caused you and appreciate your patience and understanding.

Respectfully,

********************************
Property Damage / ******************************************
Customer response
10/30/2023
As of 10/30/2023 the issue with LonestarMGA has not been resolved. I am still waiting on my car to be repaired. ******* the supervisor for LonestarMGA called me on 10/19/2023 after receiving the complaint from you all, stating "they had received the supplement from the repair company and once the upper management approves it he would contact me to follow up". I have not heard anything from ******* since then. The repair company has been contacting me with follow *** on my vehicle repairs. Today I received a phone call from the repair company stating "they are still waiting on answer from supplement they have submitted. They have called and asked for manager, no one is available, they have left messages with ******* for return phone call, as well as emailed him and he is not responding. I am racking up rental fee's for car rental. My car is slated to be finished on 11/01/2023, but I cannot pick it up because they are waiting for the supplement approval from LonestarMGA saying repair company will be paid for repairs. My car has been delayed in getting fixed because LonestarMGA is not responding. They have ***** hours to respond to supplement request. I would also like to be reimbursed for rental expenses, due to them not responding I'm having to constantly extend car rentals. My car has been in the repair shop since 09/26/2023. I finally was able to get someone to communicate with me after receiving your complaint, and even they are still not communicating or returning phone calls.
Customer response
10/30/2023
More InformatiAs of 10/30/2023 the issue with LonestarMGA has not been resolved. I am still waiting on my car to be repaired. ******* the supervisor for LonestarMGA called me on 10/19/2023 after receiving the complaint from you all, stating "they had received the supplement from the repair company and once the upper management approves it he would contact me to follow up". I have not heard anything from ******* since then. The repair company has been contacting me with follow *** on my vehicle repairs. Today I received a phone call from the repair company stating "they are still waiting on answer from supplement they have submitted. They have called and asked for manager, no one is available, they have left messages with ******* for return phone call, as well as emailed him and he is not responding. I am racking up rental fee's for car rental. My car is slated to be finished on 11/01/2023, but I cannot pick it up because they are waiting for the supplement approval from LonestarMGA saying repair company will be paid for repairs. My car has been delayed in getting fixed because LonestarMGA is not responding. They have ***** hours to respond to supplement request. I would also like to be reimbursed for rental expenses, due to them not responding I'm having to constantly extend car rentals. My car has been in the repair shop since 09/26/2023. I finally was able to get someone to communicate with me after receiving your complaint, and even now they are still not communicating or returning phone calls/emails from the repair company for car repairs to my vehicle.
Customer response
10/30/2023
More InformatiAs of 10/30/2023 the issue with LonestarMGA has not been resolved. I am still waiting on my car to be repaired. ******* the supervisor for LonestarMGA called me on 10/19/2023 after receiving the complaint from you all, stating "they had received the supplement from the repair company and once the upper management approves it he would contact me to follow up". I have not heard anything from ******* since then. The repair company has been contacting me with follow *** on my vehicle repairs. Today I received a phone call from the repair company stating "they are still waiting on answer from supplement they have submitted. They have called and asked for manager, no one is available, they have left messages with ******* for return phone call, as well as emailed him and he is not responding. I am racking up rental fee's for car rental. My car is slated to be finished on 11/01/2023, but I cannot pick it up because they are waiting for the supplement approval from LonestarMGA saying repair company will be paid for repairs. My car has been delayed in getting fixed because LonestarMGA is not responding. They have ***** hours to respond to supplement request. I would also like to be reimbursed for rental expenses, due to them not responding I'm having to constantly extend car rentals. My car has been in the repair shop since 09/26/2023. I finally was able to get someone to communicate with me after receiving your complaint, and even now they are still not communicating or returning phone calls/emails from the repair company for car repairs to my vehicle.
Business response
11/15/2023
November 15, 2023

BBB#********
Claim Number: 23TXM85490

We are writing in response to your complaint filed with the BBB regarding your claim for damage to your automobile. Please note that the payments for vehicle damage have been issued and no further inquires have been submitted by the body shop for any outstanding payments. We understand your concern about the delay in processing the claim. We apologize for any inconvenience this may have caused. We are committed to providing our customers with prompt and efficient service, and we appreciate your business, as always.

Respectfully,

*******************************
Property Damage / Training Director
************** office
************** fax
Customer response
11/15/2023
I am rejecting this response because: They did not send the check to cover the cost. There is a balance of ****** The repair shop has yet to receive that check from the supplement that was sent in regarding repairs over two weeks ago. My vehicle has been repaired yet, I am not able to get it because they are waiting on that check from Lonestar. I understand ******* sent a response but the response ******* sent is very inaccurate. The problem has not been solved. I still do not have my vehicle, the repair shop is still waiting on the check, and I am still paying out of pocket expenses for a rental due to the lack of communication from Lonestar MGA. I have reached out to ******* and of course I get the answering machine per usual.
Respectfully,
*****************************
Customer response
12/20/2023
This has been ongoing since 09/26/2023 when I originally dropped my car off to the repair shop. I had to end up paying out of pocket to get my vehicle out of the repair shop because the insurance company was not responding to repair shop for supplement. I contacted the insurance company, as well as repair shop several times from 10/05/23 until 10/16/23 no one responded. I talked to ***** who was the original person responsible to my claim 23TXM85490. I found out he was no longer with the company after several attempts of trying to contact him when ******* contacted me. I spoke to *************************** who was a supervisor and was promised everything would be resolved, then he stopped responding to phone calls/emails as well. When you call you have to leave a voice mail. I finally got my car out of the repair shop 11/03/2023 after paying out of pocket( the sum of ******) because the insurance company was not responding. I followed up with BBB and left a message about my issues with the company and received a phone call from *****************************( only after reaching out to BBB) who explained what was going on with my claim. ******* asked me to send in my paperwork from repair shop for reimbursement of the money I spent. I sent in paperwork on 11/16/2023 as requested by *******. On 11/17/2023 ******* replied that the paperwork had been received. On 11/29/2023 ******* called and said that everything had been situated and apologized for what happened. ******* said that Lonestar would be issuing me a refund check for the amount of ****** for the money I spent on the repair. ******* stated that the check would be here within **** business days but normally comes before that. I contacted ******* on 12/13/2023 by email and left her a message at the phone number ************( which again I had to leave a vm because no one answers and they say they will call back in 2 business days) her letting her know I had not received my funds. It is 12/20/2023 and ******* has yet to return my phone call or respond to my emails. This had been a horrible experience for me. This company is VERY UNPROFESSIONAL.
Business response
12/21/2023
December 21,2023

BBB#********
Claim Number:23TXM85490

This is in response to your BBB complaint regarding your auto insurance claim. Please note that the payment was again reissued to you to the address your provided on the policy. Please allow 5-7 business days to receive via USPS. We hope this payment resolves your concerns and brings this matter to a satisfactory conclusion.

Respectfully,

*******************************
Property Damage / Training Director
************** office
Initial Complaint
10/10/2023
Complaint Type:
Service or Repair Issues
Status:
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.
My car was stolen June 18,2023 and filed the claim and my car been at the shop for repairs, and the owner of the shop haven't gotten any response from my insurance company
Business response
10/11/2023
October 11, 2023

BBB# ********
Claim Number: 23TXM83530

The original estimate included damage that was not related to this claim. We sent the estimate back to the appraiser for revisions. The shop confirmed there was additional damage that was not included on the estimate. We contacted the appraiser and requested a reinspection of the complainants vehicle. Once the revised estimate is written and approved, payment will be made to the complainant and her shop. We spoke to the shop and complainant on October 10th and advised them of the status and expectations.

Respectfully,

*****************************
Office: *************
Fax: ************
Email: *********************************
Customer response
10/11/2023
Yes I spoke with Mrs *********************** and she started that the estimate was to high the appraisal who came out to appraise the car only to pictures of the one window and and the steering ***** my car was parked in a garage and the owner of the house asked him did they to pull the car out the garage he said no only stay there 10 minutes and left. I told Mrs ****** that at first and the ***************** never spoken with me are the owner of the shop. This has been prolonging since June 16,2023
Customer response
10/17/2023
I am rejecting this response because:
Yes I spoke with Mrs *********************** and she started that the estimate was to high the appraisal who came out to appraise the car only to pictures of the one window and and the steering ***** my car was parked in a garage and the owner of the house asked him did they to pull the car out the garage he said no only stay there 10 minutes and left. I told Mrs ****** that at first and the ***************** never spoken with me are the owner of the shop. This has been prolonging since June 16,2023
Customer response
10/24/2023
I'm not happy about what's going on with Longstar Insurance Company I spoken with Mr **** 10-19-23 my case was transferred to him he told me he'll get back with me which he did the next day,on 10-23-23 he stated he was waiting on someone else,which was ******* on she was supposed to call me on that date, I never her from her on 10-24-23 ******* is in a meeting and she'll get back with me still no call, like I stated over and over again this getting out of hand 4 months still paying car note and car insurance to Longstar Insurance Company and my car is still sitting in the shop,I've spoken to ******* which is the guy who's been waiting also.I need help asap
Customer response
10/25/2023
I just got off the phone with ***************************** we were discussing 2 options about my car and I told her we'll get back with her today pr tomorrow 10-26-23 but I tried to call her back today before 8 pm. No answer and the mean while I get a call from ******* he stated that Longstar Insurance Company was sending someone today 10-25-23 to total out the car without our approval
Business response
11/09/2023
November 9, 2023

BBB:                       20703991
INSURED:            *********************
CLAIM:                 23TXM83530

The total loss settlement offer was extended to the Complainant on 10/25/2023. The Complainant was advised that the damage on the theft claim would deem the vehicle a total loss and advised if any of the dents/dings/scratches were unrelated to the theft claim, then the vehicle would be considered repairable. The Complainant advised that all damages were related to the theft, therefore the Company proceeded with the total loss settlement offer. The Complainant advised that she like to contact her ********** to obtain the payoff balance and contact the Company back. At this time, the Complainant was advised that the office was not open and if she attempted to contact the Company back that she may have to leave a voicemail and her call would be returned the following morning.

The Complainant contacted the Company back on 10/26/2023 and accepted the Company retain offer. The Company contacted the Lienholder on 11/01/2023 and was advised that payoff documents would be sent in **** business days. The Company will issue payment to the Lienholder when documents are received.

Respectfully,

*******************************
Total Loss Manager
************
***********************************************
Initial Complaint
10/09/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Claim #**TXM83549 *************************** was insured by H333136303338313**739H while leasing our vehicle(2010 ***** camaro. I had to reach out and wait on hold and leave voicemail for a call back over 48 hours for a claim number on 08/17/20**.Since then I emailed and called and no one will get back to me. Main line doesn't take call only voicemails and it has been impossible to get a hold of anyone. ************************* is the adjuster but he isn't giving answers either. We need this resolved so that we may be paid for repairs.
Business response
10/20/2023
October 20, 20**

H363137393**8313831H# ********
Claim Number: **TXM83549

This is in response to the complaint filed regarding claim # **TXM83549. I understand that the complainant is frustrated with the lack of progress on the claim. We apologize for any inconvenience this has caused. The assigned adjuster is attempting to collect the information necessary to conclude the coverage and liability investigation into this loss.

Once we are able to resolve the outstanding coverage issues we will follow up with the complainant accordingly.

Respectfully,

********************************
Property Damage / Training Director
************** office
***********************************************
Initial Complaint
10/02/2023
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was involved in a car vs deer accident on 05.09.23 around 8:45pm. Filed the claim(claim #TXM-82479) 05.10.2023 due to no one answering the phone when I called that evening to file it. Adjuster came out on 05.18.2023. My account was assigned to ***************************, I called MULITIPLE times and left messages due to no one answering the phone. I FINALLY received a call back from K-****** on 08.09.23 stating ****** no longer worked at the company so that's why my claim has been sitting and nothing was done to it. She finally told me that the insurance company has approved for a body shop (my choice) to come get it and they will be contacting them about pricing out the cost to fix it. 08.15.2023 body shop came to pick up car. Body shop and insurance company were in contact, final result my car was established totaled by the insurance on 09.06.23, it is now 09.27.23 and I have not heard ANYTHING from the total loss department about this. I have called and left messages for the supervisor of the total loss department. ******* @ ************ I have the body shop calling stating the rates are raking up and its almost $3,000 to get my car out. Thank goodness it wasn't in the shop the day of the accident on 05.09.23. I am needing some sort of communication from the insurance company. I cant even get anyone to call back so I can ask if the insurance company is paying all the fee's. Body shop has reached out as well. I get running behind but almost 5 months of no answered calls, no return calls and waiting on the phone for 2+ hours for someone to answer is crazy to me. This is a vehicle that is still financed so having to pay the car payment knowing my car was undrivable has been hard, not to mention I did not have rental coverage.(my fault) I just never would have thought the turn around time or the struggle would be this hard or long.
Customer response
10/02/2023
They reached out to me Thursday 09.28.2023 finally with a settlement offer. They took almost 6 months to finally come to the final decision and while they were talking forever my car was in the body shop and the insurance wanted me to pay the full amount of $3,000 to get the car out of the body shop which was coming out of the "offer" they submitted. I ended up talking them down to $1,000 which I still find unfair due to it not being my fault it took almost 6 months to complete. I am now waiting for my finance company to contact me and let me know they have received the payment to pay the car off due to it being a total loss.

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

ComplaintsforLonestar Managing General Agency

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Customer response

Customer response

Business response

Customer response

Customer response

Business response

Business response

Customer response

Customer response

Customer response

Customer response

Business response

Business response

Customer response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary