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:12/06/2023

  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 insurance company has failed several times in submitting a certificate of compliance to the **** Which should be very easy. I have spoke to several representatives who assured me and sent it in and in all forms (email & electronically submitted) when in fact it was not the case. I have email confirmations that they had turned it in to the *** also. My license has now been suspended for almost a month due to their lack of lack preforming basic job duties. The *** has initiated this Friday a 3- way phone call to help me. It should have never went this far and my job requires me to drive. I have every call log and their fake email submission confirmation to the **** This was no accident or oversight. This is down right wrong. I also have audio recordings of my conversations with this company as well as a witness (my mom) ************ needs to be held accountable. Thank you for your time as I will probably be demoted at work do to this.

  Business Response

  Date: 01/09/2024

  We have worked with the consumer and successfully resolved this complaint.  

• Initial Complaint

  Date:07/18/2023

  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.

  On june 15th I purchased a vehicle from ************************************** in **. I purchased this insurance so I could get out of the door and drive home that day not realizing this is what they count on. Upon going over the terms of the insurance, the next day I called Brsitol west (the insurance ******************************** of Polly sold me) to cancel and get a refund. They agreed to the refund and said I will receive it in 5 business days back to my debit card. The refund never came. I called back and they claimed the policy was never canceled and they will cancel the policy and send my refund in the mail via check. The check never came. I called back again and they said the policy was not cancelled and I need to contact ******************************** to cancel the policy. I have been trying to get a hold of this gentleman through numerous emails and voicemails and nothing. I am currently disputing the charge with my bank and I also asked my bank to block any future attempts by the predators bristol west or polly insurance on my account going forward. As it stands this policy is probably still active even though *** been trying to get them to cancel this thing since june 16th. This is predatory behavior and it should be criminal.

  Business Response

  Date: 07/26/2023

  BBB Response to Complaint 20338645
  
  Polly Insurance Agency is a licensed insurance agent in ************ and appointed with Bristol West insurance company.  As part of Pollys agreement with Bristol West, Polly is not authorized to collect premium payments and all payments by Polly customers must be made directly to Bristol West. 
  
  **************** purchased a ******* West auto insurance policy from Polly on June 15, 2023.  As part of the purchase, he directly paid Bristol West the insurance premium due on the purchase.  On June 16, 2023, he contacted Polly and requested that the policy be canceled.  Polly promptly acted on his request and the policy was cancelled that same day.  *************** was advised by Polly that Bristol West should issue him a refund within 5-7 business days. 
  
  **************** subsequently contacted Polly on July 14, 2023 (via email) and on July 18, 2023 (via voicemail) notifying us that he had not yet received his refund.  Polly immediately contacted Bristol West and was informed that Bristol West experienced technical issues that delayed payment of the refund but that payment should be sent by July 24,2023.  Bristol West also indicated that they had called the customer to advise him of the timing of the refund. Polly immediately called **************** to share this information and notify him to expect payment to be sent by July 24, 2023.
  
  Unfortunately, Polly is not an authorized payment agent for Bristol West and is unable to collect payment or issue refunds owed to *************************  We advocated for **************** to ensure he received his refund. **************** indicated that he was disputing the payment through his bank instead of waiting for the refund from Bristol West, so we believe this to be resolved.   

• Initial Complaint

  Date:09/20/2022

  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.

  I purchased a vehicle from *************************** in May the salesman dialed a number and said lets just pick one that came oncthe screen for insurance. It was supposed to be Pollys Insurance i paid $196.00 for my first month was told i would receive e sign documents and none ever came. 2 months went by and after calling Metlife Polly and the real Farmers insurance was told my policy number did not exist and tried to kig in to them all online. Finally after 2 months i recieved a letter stating my policy was changed by one cent and they had adjusted my Premium so i called the number on July 28th to set up automatic payments and question the change in policy. I told the Representative ID# ******* that i was not paying any more than was stated in my Declaration. We argued about the change untill ahe agreed to charge me $187.00 a month but i had to pay $395.00. So i did i asked for a confirmation email and never received one. 2 months go by and they attempt to withdraw $187.00 being unsuccessful i get a letter stating i owe $617.00 so i called today and recorded the conversation. Everytime i called in the past i reached that same woman rep. Today i got a man named **** i asked if the were in the ************* he said no the Caribbean he had no supervisors to speak with and said was unable to have one call me back. I told him i asked him why the paperwork they send has strange QR codes onvthe bottom of the page he was incoherent in accent. I said i have reported my card lost and i would contact the BBB. I asked if they were registered and he said yes. I was unable to find their name anywhere on the BBB site. We said our goodbyes so while still recording the conversation i was waiting for him to hang up. I said hello after he called my name he said you can hang up now if we are done. I asked him to hang up. He stated he was unable to disconnect our call. So i did

  Business Response

  Date: 10/06/2022

  I sent an email to the person who submitted the complaint to let them know how seriously we are taking this and that we are looking into it. He has not responded. We are currently reviewing our records to understand what happened. It appears that some of his complaint is related to the insurance carrier, and not to us. We will note that in our response. Thank you!

  Business Response

  Date: 10/20/2022

  Hello. My initial response to Complaint ******** said we were looking into it. We completed our review and have an updated response. I am unable to add this to my previous response on your platform, but **** suggested I send this to you.
  
   
  
  ******************** purchased a bundled auto and renters policy through our agency (Polly Insurance Agency) from Foremost in May 2022. He agreed to have his policy down payment charged to his **** credit card and provided his bank routing and account number for his future monthly payments. He also electronically signed the policy documents. Based on the information in his BBB complaint, it appears that he subsequently contacted Farmers Insurance and MetLife Insurance to inquire about his policy.  Since his policy was with Foremost, it appears that neither company was able to assist him. 
  
   
  
  ******************** contacted our service center on 9/20/2022 and spoke with one of our service representatives. Mr. ********* complaint mentions that his representative was in the Caribbean.  We do not have any representatives in the Caribbean. ******************** told our service representative that he was informed by Foremost that his policy was cancelled. We researched this and determined that his insurance policies were cancelled by Foremost because ******************** failed to pay his premiums.  Please note that billing for these policies is handled directly by Foremost, the insurance carrier.  Polly does not accept payment or bill our clients for amounts owed.  Our service representative offered to get new insurance quotes for ******************** if he was dissatisfied with Foremost, but he did not continue the discussion.
  
   
  
  If you have any questions or need additional information, please let me know.
  
  Thank you for your help!
  
  *****.
  
   

  Customer Answer

  Date: 10/21/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******