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:04/28/2023

  Type:Product 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.

  This is so embarrassing to arrive at an event and the coordinator tells me the dates are for November which is a policy for a siesta key event. Not even the event i called for and then the dates I requested to changed weren’t ever changed in the policy either??? That’s the point of our phone call and nothing literally got done? Then, my funds got taken out but now no one knows where it is. Im in shock about this. The money is somewhere. It’s reflecting on my bank account. I have the invoices from your company proving I paid. Pass this along to a supervisor because it’s clear that you need better training. I.e. 1. sending me a policy for an event in November. We are in April btw. 2. Not changing the effective dates on the certificate which I requested 4x then you asked me to send an email requesting the change and THE DATES WHERE NEVER CHANGED. 3. Not being able to locate my transactions. Long story short; they took my $99. Nothing was done correctly for the policy for Leesburg. I has to purchase another policy because they could not get it right. AND! they are lying about their A+ BBB ratings on their website! This is a joke! I want a full refund of $99

  Customer Answer

  Date: 07/29/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  Regardless of having two separate accounts, your representative was poorly trained and then didn’t reply to any of my emails or phone calls after her error. I wrote numerous emails and called several times. No one answered no one tried to fix a problem until I contacted the BBB. 
  

  i have been a customer for MANY years and expected more  

  They did rectify the issue by issuing me a refund and getting the proper documents sent to me. However, they should take accountability for lack of training. 

  
  Sincerely,
  ****** ********
  

• Initial Complaint

  Date:03/23/2023

  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.

  AVOID AT ALL COSTS. Scammers. I took out a camera insurance policy with Full Frame camera insurance, and the policy was written by Veracity insurance. The policy I was sold did not clearly state if the insurance covered actual cash value, or replacement value of items. The inland marine policy I received after taking out the policy did not clearly state this either. I called 3 people at the company (FFI) and they were not sure if their own policy covered ACV or replacement cost. They even tried to write me a policy for replacement cost and found out they couldn't. I spent two weeks trying to get them to refund my falsely advertised policy, my emailed were ignored for 10 days, and calling into the company only got me an email that said "we have escalated this to the billing department, but you might not receive a refund." Falsely advertising an insurance policy where even the company employees are not aware of what the policy covers is unethical, ignoring customers is immoral, and not refunding customers who have been falsely advertised to is shameful. Avoid this insurance company and anything they touch at all costs.

  Business Response

  Date: 03/23/2023

  Refund was requested, we have refunded the customer in full as of 3/23/2023.

• Initial Complaint

  Date:08/07/2022

  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.

  In December 2021, I found a Pet Care Insurance (PCI) contact us link to inquire about business insurance for my German Shepherd Dog breeding business. I received a return email and told the sales rep in an email response that I was a breeder and I wanted General Liability coverage for my business. They told me to apply online. I applied and was accepted, and I made a credit card payment of $139.00. In June I tried to file a claim at which time I was told that they did not cover breeders and that my policy would be cancelled, and my money returned. I completely understood and agreed. I received a follow-on email that I would not be refunded the entire amount because their guidelines clearly stated no breeders. This is an unfair and scammish practice since I fully disclosed that I was a breeder, they took my payment, and issued a policy. I should be returned my full $139.00 since obviously the policy was never effective due to no fault of mine but an oversight on their part.

  Business Response

  Date: 08/12/2022

  The actions we have taken to resolve this issue are:
  We have called the customer to apologize for these unfortunate events that had transpired on our part.
  We are sending the rest of the refund.
  And, we are coaching agents to ensure this same mistake doesnt happen in the future.

  Customer Answer

  Date: 08/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:07/08/2022

  Type:Sales and Advertising 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.

  This is a second time filing a complaint against this business. Nothing has changed nor does it seem like their upper management cares to intervene. Jen S******* has been handling our insurance claims and it has been the worst insurance interaction we have ever had to deal with. She sends very unprofessional emails with false information with almost every interaction we’ve had and then tries to “recall” a sent email. We are already pursuing other insurance avenues if something does not change with the management and operations of this business.