ComplaintsforExcellent Insurance Services, LLC

• Initial Complaint

  07/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted the company several time to cancel a insurance policy starting on June 6. I sent the information to them on several different occasions, and was told the policy was or would be canceled and I didn't need to take further actions. But was still charged twice. The last time I was charged a day earlier despite talking to a manager Dian Mayer who then informed me that I had to fill out a form which I wasn't told until the 6th of June. She stated that the form would be sent to me. I didn't receive the form until after I called them again after I realized I had been charged again. I've called several times since and have been put on extended holds and not speaking to anyone. And they have since stopped responding to my emails

  Business response

  09/13/2022

  Business Response /* (1000, 7, 2022/07/27) */ I am responding to this complaint on behalf of Excellent Insurance, policy # X42S-XXXXXXXX-Doreion Eason. Below is the timeline of communication with Doreion. 6/13/22 Insured contacted inquiring why the policy was not cancelled..it was advised to her that we had not received a signed cancellation request. Insured stated she advised her local agent, verbally to process a cancellation request on the policy due to her selling the vehicle. It was explained to her again what was needed, along with our customer service email address. 6/29 Insured called checking status on the cancellation . CSR advised we still have not received proper documentation to cancel the policy. Insured was given our email address to send the signed documents. 7/5 Insured contacted us stating that her email she sent to us was returned to her as undeliverable. A test email was sent to her while she was on the phone line, she was advised to reply to the email with the documentation. Insured forwarded the prior email she sent to the incorrect email address on 6/30..email stated she sold the vehicle on June 3 and she was still charged for the insurance, she was told to provide proof of sale in order to back date the cancellation but that the company she sold the vehicle to has not provided that documentation. 7/6 Insured contacted us..it was advised to her that in order for us to back date a cancellation further than 5 days from the current date received..we require proof of duplicate coverage or bill of sale. Insured emailed us an incomplete bill of sale. It was explained that as a courtesy we could cancel the policy back to 6/30, but in order to cancel back to 6/3 we would need the bill of sale with the complete information. Cancellation form was emailed to her to fill out. 7/6 policy was cancelled per insured signed request effective 6/30/22 7/15 refund check in the amount of $73.00 has been mailed out to the address listed on the policy 9465 Clearwood Dr Apt # 618 Houston Tx XXXXX Consumer Response /* (3000, 9, 2022/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response is not truthful I've been in contact with them since June 6th and wasn't informed of a form until I got irate with them and stated i would report them to the BBB. The manager stayed she would send me the document and I didn't receive it until I called again about it.

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