Complaints

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:10/18/2022

  Type:Order 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.

  On 10/5/22, I went to ** Familia as a new customer seeking a ******* personal auto ********************** policy. I told the agent, ***********************************, that I wanted to pay for a policy in full. She checked her computer and offered me a policy that would cost $290.00. I verified with her that this would pay the entire policy balance in full. She agreed so I gave her $290.00 in cash. However when she printed out the policy and handed it to me I noticed the amount was higher than what she told me. She called a manager over to see if they could correct this. When ********************** told me they could not honor the $290 price, I ripped up the document she had given me. Despite my rejecting the policy, they refused to return the money I had just given them unless I signed a form. I suspected they were trying to trap me in a bait-and- switch and refused to sign without a witness. I called the San ************************* to send an officer to the location. Once SAPD officer ************** arrived, I explained the situation and ********************** reiterated her insistence that I needed to sign a document for them to return my money. The officer witnessed that I demanded they add a handwritten explanation there would be no additional obligation on my part. Once ********************** did so, I signed the document and she returned the $290.00 to me in the presence of the officer. All this took place on 10/5/22. I never left the business from the time I handed over the money to when it was returned to me. I thought everything was settled but on 10/11/22, a past due notice of over $500 arrived in the mail for the policy I had rejected. I drove back to La Familia that afternoon. The only one there was the same manager from 10/5/22. I told him I had no obligation for this policy and left the notice with him to correct but he refused and told me to leave the office. Before leaving, I photographed their sign offering money for positive reviews. I told the manager this violated ****** policy but he didn't reply.