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:04/14/2025

  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.

  4/14 1:45pm called for roadside service and was told someone would be dispatched and text message updates would be provided. 2 hours later I called to learn no action was taken and that my tow would be expedited. ******************************************* tow truck. Had to call for a tow truck myself and pay.

  Business Response

  Date: 04/15/2025

  I spoke with Mr. ***** today to get more details about what happened.  Our towing network was unable to get him a tow when it was needed yesterday afternoon.  He ended up arranging a tow with another network (AAA).  I apologized for this happening to him as we recognize that waiting on the side of the road is dangerous and very inconvenient to say the least. I will be following up with our towing network to determine what went wrong so we can prevent this happening to anyone else.

  If anything else is needed, please feel free to contact me.

  ****** ******

  Claims Manager, Virginia Farm Bureau

  ************

• Initial Complaint

  Date:03/19/2025

  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.

  Contacted agent **** ******* around December 15th after receiving renewal letter to get better quote or to cancel policy. **** dodged calls and emails until February, when we thought the issue was finally resolved. Fast forward to March 18th when we receive a notice of cancelation due to nonpayment due to the negligence of the agent who even admitted that he has messed up numerous times throughout the entire transaction.

  Business Response

  Date: 03/21/2025

  To: BBB Central Virginia
  Complaint ID: ********
  
  Hello,
  Upon receiving this complaint,I contacted the insured, ****** *****, and she provided additional details surrounding it.  The primary issue is related to the lack of cancellation of a homeowner policy that was to be effective on the same date as the issuance of a new homeowner policy with a different carrier which caused premium issues with both companies.
  After speaking with ********** I contacted our customer service representative who had been working with the ****** to resolve this issue.  She walked me through the steps to be taken to terminate the old homeowner policy on the effective date of the new policy so a premium refund would be generated to fund the new policy.  The customer service representative has contacted the ****** to review and reinforce these steps and also followed up with an email to ensure there would be no confusion with the process.
  I informed Mrs. ***** to contact me directly if other issues arise with this situation.  Based on my conversations with Mrs. ***** and our customer service representative, I believe we have satisfied the concerns related to the complaint.
  Respectfully submitted,
  
  ****** R *******, LUTCF
  Director of Sales
  Virginia Farm Bureau Mutual Insurance Company

• Initial Complaint

  Date:02/13/2025

  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 Christmas 12/24/24 I was struck at a not at fault accident by a Virginia Farm Bureau customer crossing from the median over two lanes of highway traffic on the drivers side of my vehicle. I was run into a hillside and struck a stop sign. My dog was in the vehicle with me. I ended up taking an ambulance ride and was in the ** for 4 hours. My car was towed. Over a month later Virginia Farm Bureau reached out about the accident and the damages caused. I was left without a vehicle, still have not been paid out or paid out for my damaged items over two months later. They claim they have sent fair market value for the vehicle but I sent comps in a higher range that they will not accept. In addition to the pain and suffering they have been a nightmare to deal with and the entire experience has been stressful and exhausting. I have missed work opportunities and run a small horse rescue that necessitates care of living animals. Their complete disregard of the damage caused is alarming as is their willingness to settle a 100% not at fault accident that occurred on Christmas. Particularly dealing with agents ****** ******* and *** ***** has been a bad experience all around.

  Business Response

  Date: 02/17/2025

  This claim was reported to Virginia Farm Bureau by our insured.  At the time of the accident,our insured was not given any details on who the other driver was other than she was driving without insurance, therefore we had no way to find out who ********* was or a way to contact her.  It has become very common for Police not to exchange information with drivers,especially when there is an injury involved. At that point our only way to obtain Ms. ******* name and contact information was to obtain a copy of the accident report.  As an insurance company we are only able to do this through a written request and it can sometimes take several weeks to obtain the report.  The report was promptly ordered.
  On January 28, 2025, we obtained the report and Ms. ****** was identified for the first time.  We contacted Ms. ****** on that same day.  Our auto adjuster inspected and appraised Ms. ******** vehicle in less than 24 hours.  We have offered a fair Actual Cash Value offer for the total loss of Ms. ******* vehicle based on market research which located 5 comparable vehicles of the same year, make, model with similar mileage that are currently for sale. We have made attempts to negotiate this offer by taking into consideration additional comparables that Ms. ****** provided as well as reviewing the JD Power Clean Retail Value. During this process we have provided Ms. ****** with a rental vehicle to use.
  There is also some damage to personal electronics in the vehicle at the time. We have asked Ms. ****** to take those items to see if they can be repaired.  If a technician verifies they are not repairable we will gladly pay for the replacement.  We are waiting for a response from Ms. ****** regarding these items.

  Customer Answer

  Date: 02/17/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***** ******
  
  

  I had the accident report myself within three days. I am easily found by internet search. The insurance info listed for their driver was incorrect and I called what was listed as Farmers Insurance 3x over multiple week period. The address listed for their driver was incorrect as well which the law office was able to pick up on. I found their driver also doing a basic internet search. It was after this that the Farm  Bureau insurance has reached out. This was a month after the initial incident during which I paid for medical treatment out of pocket. The comps they sent were drastically under which they also said included the new battery and additional tow hitch I had installed. Of which I sent receipts and cost of labor. I purchased the vehicle almost 5 years ago at $19,000 purchase price. I understand that depreciation will knock the price back but they have offered less than a third of the value and I found comps with similar mileage for $7,900. In addition I was offered only a week rental which will be needed for car shopping once I am paid out. For almost two months I have been without a vehicle. I cced my personal injury case manager as they requested I ask for more rental time to be able to get to work meetings and medical appt. They added a mere 3 extra days. I still have not had a rental. To be able to see if my electronics can be repaired requires me to get a ride to the nearest city an hour away.
  
  

  
  

  Business Response

  Date: 02/21/2025

  Our total loss evaluation of Ms. ******* vehicle consisted of locating comparable vehicles of the same year, make, and model with similar mileage.  Two of the comparable vehicles located have less mileage and are in "Dealer Ready" condition.  Our current total loss offer is $1,400 higher than the average value of those comparable vehicles.
  

  We have been in touch with Ms. ****** over the past few days.  Since our last conversation we have come to an agreement on the amount to be paid for her personal property that was damaged in her vehicle at the time of this loss.  Additionally, we have come to an agreement on the total loss value of her vehicle.  We have set up a rental vehicle for Ms. ****** for 14 days to allow time to obtain the required title documents for the vehicle so that we can issue the payment for the total loss settlement.  The rental can be extended for a reasonable amount of time if there are any delays on part of Virginia Farm Bureau in processing the payment. 
  

  Payment for the personal property has been issued and mailed.  Payment for the total loss settlement of the vehicle is pending title documents that Ms. ****** is assisting us with.  Once obtained, payment for the total loss will be issued promptly.

• Initial Complaint

  Date:06/29/2024

  Type:Billing 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.

  Insurance agent double binded insurance coverages. This resulted in paying for dual/unnecessary coverages.

  Business Response

  Date: 07/11/2024

  This letter is in response to the complaint filed with the Better Business Bureau by Mr. ********************* regarding the alleged double binding of coverage and excess premium billing.
  
  We determined that our local agent had already been in discussions with ************** about this concern prior to us receiving this complaint. This agent was in the process of correcting the billing issue related to the two policies (FP-7195476 and HP-*******) when ************** informed the agent that he needed both policies to be cancelled as he had purchased coverage for this property with another carrier.
  
  We have confirmed that both policies have been cancelled effective on the same date that ************** secured coverage with that carrier.
  
  Our company has mailed ************** the documents showing these cancellations and the refund check for premium owed to him.
  
  We thank you for bringing this concern forward for ************** and we consider this case resolved.
  
  Please contact me if you need additional information regarding this case and please reach out to ************** for confirmation, if needed.
  
  Sincerely,
  
  *************************************
  
  Director of Sales

  Customer Answer

  Date: 07/12/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Where is my refund for being erroneously double insured with VAFB?

  
  Regards,
  
  *********************
  
  
  
  

  
  

  Business Response

  Date: 07/15/2024

  Hello,

  This is a follow-up to the complainant's response to our response to his original complaint.

  As I shared in that response, we have calculated **************** refunds for both policies in question.

  The refund for HP policy ******* was posted on 7/10/2024

  The refund for FP policy ******* was posted 7/15/2024

  The refund checks are being mailed via regular **** mail to ************** at the mailing address that we have on file:

  ******************

  ******************

  I doubt that ************** has had time to receive these refund checks. 

  Sincerely,

  *****************************

  Director of Sales 

  Virginia Farm Bureau Mutual Insurance Company

  Customer Answer

  Date: 07/15/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Please explain why ACH debit can be used for policy payment, but there is no ACH option for credit back to consumer?
  
  Regards,
  
  *********************
  
  
  
  
  

• Initial Complaint

  Date:12/18/2023

  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.

  Got coverage on a car that I was going to purchase on October 18th. Never purchased the car or paid the membership fee. Farm Bureau refuses to refund my month for the month of October and November for a car that was never owned, operated, or used by myself. They have also been auto drafting my checking acccount for the payments but refuse to give any refund into my account, forcing a check to be mailed. The payment was taken out of my account directly, it should be put back into my account. They offered a refund of $145 but they took over $377 for coverage on a car that was never driven.

  Business Response

  Date: 12/22/2023

  This is in response to the complaint brought by *************************** regarding a cancellation and return premium for his personal auto policy with Virginia Farm Bureau Mutual Insurance company.

  ************** indicated in two telephone calls to the home office of Virginia Farm Bureau Insurance Company that he secured a policy with us but never purchased the vehicle for which it was to insure.

  The policy was cancelled effective 12/18/2023. At that time a refund of $144.49 was indicated. The total premium paid was $359.88. The reason the return premium was

  $144.49, is due to this amount being the unearned premium on the policy.

   

  Because he never purchased the vehicle, we will cancel the policy back to the effective date of the policy, which is 10/18/2023. A refund for all the premiums paid will be made via check. The refund via check is standard procedure for Virginia Farm Bureau return premium on any policy that is cancelled.

  It should be noted that while we are making this accommodation. In both telephone conversations ************** had with our customer service representative, he had agreed to the refund and the cancellation date of 12/18/2023. He electronically signed a form which indicated the effective date of cancellation.

  Further on his call of 10:14am on 12/18/2023, he stated he would pay the first and

  second amounts because it was his mistake. However, he would not pay the amount of the 3rd installment payment, that was drafted on 12/18/2023.

  A refund check will be issued and sent via **** on 12/22/2023 in the amount of

  $359.88.

   

  After making this explanation and accommodation, we are considering this matter closed.

  Customer Answer

  Date: 12/22/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***************************
  
  
  
  

• Initial Complaint

  Date:11/29/2023

  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.

  BLUF: a third-party adjuster with Farm Bureau caused a delay in my vehicle repair, which Farm Bureau said that they would cover my rental for the extended period. And now they are making me pay out-of-pocket for my rental after they had promised they would cover it.I had an accident with my vehicle and had to get the insurance involved. The sun blinded me and I ran over a stop sign, which cut open my gas tank. the body shop, after further investigation, seen that there was also damage to my muffler There was a third-party adjuster for Farm Bureau, who told the body shop that that was normal wear and tear. The body shop was fighting on my behalf, with their expert opinion, stated it was part of the accident, and needed to be covered. After talking to many supervisors (with farm bureau) the muffler was covered, and I was told (by farm bureau) since the delay pushed back vehicle repair my 30 day rental car would be covered for an extended period. But after the 30 days was up, they didnt give me my extended period for the rental and now charging me around $30-$40 a day.

  Customer Answer

  Date: 11/28/2023

  The office I use for Farm Bureau is out of ********** however to my knowledge it was handled originally by a Mersadees H. as my claims adjuster. I had spoke with her briefly but received false information from her and she provided horrible service. To the point their ***************** team listened to the call, apologized, and said they would handle my rental. A supervisor by the name **************** stated that and I requested to speak to a manger yesterday at 3pm and now no one has reached out to me still. 

  Business Response

  Date: 12/03/2023

  
  December 3, 2023
  
  Better Business Bureau
  
  Re:       Insured:                                   *****************************
              Policy Number:                       1778026
              Our Claim Number:                 AP23325601
              Date of Loss:                          October 25, 2023
  
  There was a disagreement on how much betterment to apply to the muffler that needed to be replaced on insureds vehicle. This disagreement did not cause a delay in the repairs to her vehicle.  Insured was under the impression that we were not covering the muffler, but we did pay to replace the muffler but because it was a wearable item, we were applying betterment.  The policy language allows us to pay the actual cash value of a damaged part.  This disagreement was resolved by Virginia Farm Bureau paying in full to replace the muffler. 
  
  The current delay in the insureds vehicle repairs are due to a gas tank that is on national backorder.  The repairs cant be completed until this part is received. 
  As a courteous Virginia Farm Bureau agreed to pay for an additional seven days of rental above the insureds Transportation Expense policy limit.  At no time did any Virginia Farm Bureau employee agree to pay for this insureds rental until her vehicle repairs were completed.
  
  
  Sincerely
  
  *************************
  Director of Claims Administration
  **************
  ************
  

• Initial Complaint

  Date:03/29/2023

  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.

  My dad, *****, and I went to the ************** office of ** Farm Bureau on 8 December 2022 and took out a homeowners insurance policy on our property located at *****************************************. The agent who filled out our paperwork, *******************, said they'd need photos of the property. I had photos I'd taken for another agency when we were getting quotes that I showed him. He said those photos weren't right for their criteria and he would have to come and take the proper photos. We received a notice of cancellation dated 30 January 2023 that the policy would be cancelled on 19 March 2023, due to "incomplete underwriting information specifically pictures of the insured dwelling and Coverage E structures..." Upon receiving the notice, I contacted *****, and he came and took the pictures within the next week. On Friday, 24 March 2023, we received the cancellation notice (cancelled as of 19 March 2023). I again contacted the ********** office and spoke with ***********************, who said it was cancelled due to the aforementioned issue but claimed the photos had indeed been submitted. She stated that ***** had contacted the policy underwriter and was waiting to hear back from them, and it might not be until the first of the week before they heard anything. I called today, Wednesday, 29 March 2023, and talked to a *****, who stated they'd not heard back from the underwriter, and she'd have to get in touch with ***** to find out any further details.

  Business Response

  Date: 04/03/2023

  BBB Case # ******** - Virginia Farm Bureau
  Customer Information:
  ***************************
  *****************************************
  Daytime Phone: **************
  E-mail: *********************
  Upon receipt of this complaint an internal investigation was conducted to obtain details of this case. Conversations were held with the local agent and the assigned underwriter for this policy. The result of these conversations was that the outstanding requirements listed in the complaint had been satisfied, the cancellation of the policy was rescinded, and the policy is now in force. The local agent contacted the insured to share this update, and based on feedback from the agent, the insureds were happy with this outcome.Please let us know if you have further questions or need additional information regarding this case.

  Customer Answer

  Date: 04/03/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***************************
  
  
  
  

• Initial Complaint

  Date:01/29/2023

  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.

  My family was rear-ended on the highway July 7th. The person that hit us was insured by Virginia Farm Bureau insurance. They (***) paid to replace our car seats. They also sent us a check for the original estimate for our car (The original ******** repair company would not repair the vehicle due to *** not having a contract with them.) I was told to contact them when we found a place that would do the repairs as *** would cover any additional cost above the estimate as well as a rental car if needed. We found a collision repair that would fix the vehicle finally. However, the day before our appointment, they called to cancel as they had not received any response from *** regarding an assignment or covering additional costs above the estimate. I sent a text on January 10th to the *** number I had previously communicated with and received an automated response that my message was received, but no further response. I attempted multiple calls to *** and was finally called back by ******, a supposed claims manager for ***, on January 12th. He stated he would call the collision center at that time to find out what needed to be done in order to complete the repair. I have called the collision center multiple times since then and have been told that they did hear from ****** on January 12th and sent him the requested info, but have not had any response from him or any other employees at *** since then.

  Business Response

  Date: 02/02/2023

  I have contacted ************************ and addressed her concerns regarding this claim handling.  This claim is still open but she has my contact information should she need further assistance. 

  *************************

  Director of Claims Administration

  ************

   

• Initial Complaint

  Date:10/20/2022

  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 10/12/20200 My vehicle was backed into or rear ended by *************************** vehicle although he wasn't the driver, his driver was picking him up at the ************** hospital and I was dropping my wife off the for a procedure..She back into me while I was waiting patiently on an opening parking spot..She admitted fault and I me her up front to pick up *************** and exchange insurance information..Every time I call Farm Bureau I am given the run around like the computers aren't working or they will have an adjuster call me which has never happened..please help..They have cameras at that facility and I also took pics right after the collision..Thanks

  Business Response

  Date: 10/21/2022

  After receiving the BBB complaint on 10/21/2022, I reached out to ************** to discuss his claim.  I explained that VFB had been having technical difficulties with our computer system and I apologized for the delay in the handling of the claim.  With information that ************** provided, I was able to locate his claim (Claim #AP22288255), contact our policyholder and confirmed that we could move forward with the adjudication of ****************** property damage claim.  

  ****************** claim has been assigned to an adjuster to handle and settle the claim on his vehicle. 

  If further information is needed, please advise.  

  Sincerely, 

  *************************

  VP of Claims