Complaints

This profile includes complaints for Pemco Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pemco Insurance Company

  1300 Dexter Ave North Seattle, WA 98109

• 

  Pemco Insurance Company

  PO Box 778 Seattle, WA 98111

• 

  Pemco Insurance Company

  2502 196th St SW Lynnwood, WA 98036-6970

• 

  Pemco Insurance Company

  Everett, WA 98204

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:11/11/2024

  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.

  I have had this plan for almost 10 years. Recently i got married and notified them of my name change.they requested my husbands driver's license number which i did not have access to. I replied that he has his own policy and does not drive my car. The reply said they still needed the # but did not give a deadline or info regarding terminating the policy. I recieved no calls or letters on the email with the lack of info. I have some specific difficultys and had not gotten back to them, now they will not reissue the policy.

  Business Response

  Date: 11/21/2024

  See attached response letter and accompanying documentation.

• Initial Complaint

  Date:10/22/2024

  Type:Order 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 sisters premium of $928.08 was due September 25 of 2024. I paid it on September 6, 2024. My sister died September 10, 2024. I called on October 4, 2024 and told them I wanted the policy canceled. They told me they would need a letter of testamentary and a copy of her death certificate. I explained to them that I had already met with an attorney who said The will dumps everything into the trust upon her death. I followed up on October 11 with the copy of her death certificate and a copy of the will showing what I had stated above. I got an email back from them asking me if I wanted to cancel which I ALREADY stated that I did on October 4. Instead of backdating it to October 4, when I originally called to cancel, they would not backdate it until I showed that the grandson who inherited it took out his own coverage in Oct 14. She had been a loyal client for 44 years with practically no claims. I called to cancel on October 4. They literally nickel and dime me to death. I have proof of the call on October 4 and even proof of the email on October 11, but they would not give me credit for those dates. Since when can an insurance company dictate the day youre allowed to cancel a policy? Technically, the new coverage started September 25 and shouldve ended on October 4 when I called to cancel. However, they are only crediting me 700 and some odd dollars out of the $928.08

  Business Response

  Date: 11/02/2024

  See attached response which I believed had been uploaded on 10/31.

  Customer Answer

  Date: 11/02/2024

   
  Complaint: 22460778
  
  I am rejecting this response because as mentioned the original date that I called to cancel the policy was October 4 WHICH THEY ACKNOWLEDGED. I know I needed to send documentation in. But since when an insurance company dictate how long the policy has to stay in effect? Shame on them for taking advantage of the hardship that comes after a person dies. I was grieving. I got the documentation to them as quickly as I could. The final statement is, I called to cancel on October 4 and that date should have been honored. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 11/11/2024

  See response attached.

• Initial Complaint

  Date:06/10/2024

  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.

  I had a car accident about a year ago where I was hit by a drunk driver. Claim member team failed to provide a satisfying customer experience. Not empathetic. A few month late car was stolen and again, claim member was not empathetic. A year later after paying a high premium due to my driving record; I get an email from PEMCO insurance on April. 28th staring : Dear **************************************:You have something new in your PEMCO online account:Auto Policy Renewal Packet Your EASY-PAY account schedule has changed and your installment will be $390.88.There is now a $2 fee included with each EASY-PAY installment.This prompted me to call the following business day and was able to get confirmation from a PEMCO representative that that was going to be recurring payment from now on. I was under the impression that I was going to be paying the new balance of $390.88 cents starting MAY per the phone conversation with PEMCO. I looked at the ***pay transaction for *** on my bank app and notice its for $489 vs the $390 I was told over the phone and proceeded to put a stop pay on that transaction. I called in to get it resolved after I received an email from Pemco saying I owe $900 and some change. I contacted Pemco customer service and supervisor to see how we can work this discrepancy out and miscommunication between their team member and my questions and concerns. They are not able to help and they are charging me a $35 service fee and late charge fee for my payment that Had issues due to their personnel. I do not like this entity has ****** care of me as a valued customer or a customer in general every time I talk to the service department or customer service they are quick to answer short worded with no gratitude whatsoever and to always be on the defense.

  Business Response

  Date: 06/18/2024

  Our response is attached. 
  

• Initial Complaint

  Date:06/06/2024

  Type:Order 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.

  We have been customers of ********************** since 1988 - 36 years. Add up the average premium, and we've paid them well over $40,000. During that period, we had been timely with our payments. Recently, Pemco decided to change the timing of our installments and it threw us off in terms of when to make them - we missed the payment. Clearly, this was our fault for missing it, but we offered to pay it, along with entire year's premium, alongside next year's premium in full. We also offered to move our homeowners insurance to them. Add in an accident my son had near the end of 2022 and they dropped our coverage. They've refused to reinstate it. In other words, forget the history of timely payments and premiums we have paid over 3 1/2 decades, you're done. My question: why even be in business if this is the way you treat faithful customers? I would love to see them held accountable for this type of treatment.

• Initial Complaint

  Date:02/03/2024

  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.

  Purchased insurance although company refused to add road side service for a trip even though I called within 24 hours of signing up. I explained I would cancel if they could not add roadside assistance. I called got insurance from another provider and cancelled this policy the next day. I paid by credit card they said they would need to mail me a check rather than credit back my card. I have not received a check and it has been 2 weeks now. Wanting my refund by credit card or or check as soon as possible.

  Business Response

  Date: 02/13/2024

  In his complaint, we believe ********************* meant to reference PEMCO Insurance ******* **** ******** rather than PEMCO Insurance Company.  
  
  Agency assisted ********************** in securing an auto policy underwritten by an insurance company unaffiliated with any PEMCO company.  Subsequently, ********************** apparently contacted that insurance company to cancel his policy.  Cancellation of his auto policy and any refund of payments due are necessarily between ********************** and the insurance company.   Agency does not have access to the premium collected, which is processed directly by the insurance company with which ********************** transacted insurance. 

• Initial Complaint

  Date:11/18/2023

  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.

  On 9/17-9/18/2023, PEMCO Insurance Company dropped me as a client with no warning or documentation informing me that my insurance plan/account would be discontinued. My PEMCO Insurance plan was paid through 9/17/2023, and as of that date, I had not received any new documentation about a renewal. The morning of 9/18/2023, I attempted to login to my PEMCO account, which I had access to on the evening of 9/17, and I was unable to access it and the website told me that the account could not be found and did not exist. I called the PEMCO customer service line to find out what was going on, and it was only then that I found out that PEMCO was not renewing my insurance plan with their company. I asked why no documentation had been mailed to me or emailed to me regarding this decision, and the person said that it had been mailed 30 days prior. I never received this documentation at any time. And even though I was cancelled with no notification, PEMCO still took almost $150 out of my checking out for a month's worth of insurance service I was no longer receiving. On 9/18/2023, we signed up for a new insurance plan with a different provider, so we were never without insurance and there was no lapse as our new insurance began immediately on the 18th of Sept. Then, on 11/17/23, PEMCO sends me documentation of my NEW POLICY that they'd drafted and how much they'd be taking out of my checking account. All of this was done without any prior notification by mail or email or phone. I told them I already had new insurance and they could cancel their "new plan." They admitted there was no documentation that was ever sent regarding my policy cancellation. By WA law, an insurance company must notify a customer 30 days in advance, in writing. Now they want to "charge me" for the backdating of my policy, which I didn't authorize, or ask for. I want PEMCO to stop trying to charge me for services I don't want and refund my money for the final month I was charged and cancelled.

  Business Response

  Date: 11/27/2023

  I just uploaded two documents in response.  

• Initial Complaint

  Date:10/27/2023

  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.

  This company denied my home insurance claim by saying my leak was long term. They based it on a mold company that they paid to come out and investigate the mold. They determined the age of the mold and said mold was long term as well as the leak. I am filing a complaint because I believe this company engaged in unfair business practices and hired a mold company that had a conflict of interest since working for them solely and would come up with a favorable decision for Pemco. The *** says no mold tests exist to evaluate mold but Pemco denies this fact. My mold company did not find the kind of mold theirs did which was long term mold. I want Pemco to approve my homeowner claim. My policy number is HO *******. Date of loss accident was in July 2023.

  Business Response

  Date: 10/31/2023

  Response is attached.  

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20792156
  
  I am rejecting this response because: this company practices unfair business practices. The so-called expert that they have claims that he knows more than the *** when the *** says that no mold test exists out there. I cant compete with the PhD scientist that they have on payroll because I tried to hire a mold company on my own, and nobody exists out there as a PHD scientist. Therefore, Pemco has an unfair advantage over me and its not a level playing field. Of course, theyre going to deny that they have a business relationship with *****. They dont want to expose their corruption. The department of insurance is now watching Pemco and is going to see if theres a pattern with them. Theres some shady stuff going on and nothing Pemc can say could tell me that its not. Its interesting that Pemco did not go to my mold company when I asked the questions, but went back to theirs instead. I reject their response. I want a record of this on their BBB of how they do business to show the public how they operate.

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

• Initial Complaint

  Date:09/26/2023

  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.

  I had a car accident which was 3 cars were involved in on Sept 07, 2023. My car was hit by a rear car by an at-fault driver and consequently was pushed to hit the front car which was a Tesla model X. We, all drivers shared the license and ********************** information. That evening I submitted an insurance claim to the at-fault drivers insurance company, PEMCO and they agreed that the accident was their drivers fault and admit that they are responsible to repair both my car and Tesla X. PEMCO assigned the case to *****, claim adjuster. She told me that she cannot do anything for my car repair until she receive the repair estimate for Tesla X and asked me to wait. I asked whether I can get a rental car service while I get the car repaired and she said she cannot spend any money until she get the Teslas repair estimate. This statement was recorded in the PEMCOs telephone line. According to the conversation with *****, she contacted the Teslas insurance company USAA and requested the repair estimate (and that estimate never comes until now). After several days later, I tried to call her to find any update and was told that she was on her vacation until Sept 14, 2023, by her backup adjuster, ******. ****** told me that I could bring my car to collision center to get an estimate which was contradictory what ***** told me in the initial conversation with me ***** told me that I cannot go to collision center and get the estimate until she gets the estimate for *****. Following Cassies instruction, I visited a ****** certified collision center and got the repair estimate and sent to PEMCO. Then, their Total Loss appraiser contacted me to talk about Total Loss. However, even up to here, they keep telling me that they can not do anything until they receive the *****'s estimate. In 09-26-2023, I requested a rental car service and they refused it, too. My broken commuter car is sitting in front of my house for 3 weeks with no repair or any resolution.

  Business Response

  Date: 10/03/2023

  Our response is attached.  

• Initial Complaint

  Date:08/30/2023

  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.

  Was charged a return fee when making payment yet my bill is due on the 27th and nothing notifies are requests if you want to pay at that time or when bill is due. Pemco took payment prior to when bill was due and charged me a return fee

  Business Response

  Date: 09/07/2023

  Response is attached. 

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20545687
  
  I am rejecting this response because: I believe that has a loyal customer who always makes their payments should be allowed a courtesy reversal of the fee as a one time good will. Any other company would do this because they respect the customer and appreciate their constant business. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/23/2023

  Type:Order 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.

  A thorough investigation into Pemco Insurance Company is warranted due to their agents providing inaccurate information and exhibiting poor communication practices both during the sales process and subsequent interactions.Upon purchasing our vehicle, we unfortunately encountered a hit-and-run incident. Throughout various instances, our insurance provider reiterated multiple times that unless we had obtained the supplementary Loan Lease Coverage, they would be responsible for covering both the loan amount and the actual value of the vehicle. This matter was discussed with numerous phone calls, manager discussions, and emails with their Legal department.Numerous representatives from Pemco, on several occasions, emphasized that if we opted for the Lease coverage addition, they would take care of repaying the loan and providing the rightful cash value of the car.Our newly acquired vehicle was stolen and declared a total loss. Under the presumption of the extra coverage, we believed our loan would be settled, and the actual cash value would assist us in acquiring a replacement vehicle, particularly considering the consistent substantial down payments we had made.Upon initiation of the claim process, the Adjuster indicated a different scenario, which contradicted what we had been informed earlier. I escalated the matter, given the numerous assurances we had received.This issue was elevated through three tiers of supervisors. The final supervisor contacted me on Wednesday, 8/23/2023, and conveyed the unfortunate news, that the phone calls could not be located due to the absence of recording mechanisms in place. *When I had called to talk with Supervisors, I had called the main # where a message advised this call would be used and recorded for training.The situation at hand is deeply unfair and it is in my opinion that others could potentially fall victim to the same situation, unaware that this coverage is automatically included at no extra charge.

  Customer Answer

  Date: 08/23/2023

  Terms and Conditions that the Company Provided me. 

  Page #**-19 Talks about Total Loss (Standard)

  Page #** is a Separate section talking about Extra Loan / Lease Coverage (This is an ************* on Declairation)

  Business Response

  Date: 08/29/2023

  See attached response.  

  Business Response

  Date: 08/29/2023

  I forgot to send this with our response.  

  Customer Answer

  Date: 08/29/2023

  
  Complaint: 20511404
  
  I am rejecting this response because:

  
  The Consumer Protection Acts Protects Consumers from False information at time of sale (Verbal Contract between the Consumer and Agents).
  Pemco hasn't provided all the email communications where is showed for Months that the understanding that we were explained and the added coverage that we were sold. (They also claim they only keep recordings for 120 Days; Even know a different manager was able to obtain recordings from later,it's just a matter of the calls stop being recorded when transferred from **************** to claim)
  We had complained ************* and reported the harassing threatening phone calls from the ******** ***** they advised about in December. (Attached showing 1 of the complains about how email trail and series of events This has never been addressed, just advised we were made whole with the payment, but never addresses the level of inappropriateness on how this company acted towards its own customers)
  *Why would the consumer be complaining for 8 months about the same issue and advising the issues were not addressed satisfactory*
  *They claim that I am Seeking 2 Payments, I am only seeking that they honor the terms of the agreed services. Based off the information the Claims lady (*******************) provided, at the time of adding the additional coverage we chose to have this added because of the guarantee of gap insurance like coverage. If we were explained the entirety of what the coverage was and steered in the right direction, we would never even be complaining*
  I apologize they only provided some of the information and then when asked about how it works asked the questions with partial truths. Left up to interpretation. But as the consumer I kept asking to make sure I understood what I was agreeing to.
  I was also advised during the resolution phone call that we weren't allowed to renew our policy. No Reasoning as to why.
  She advised them to send out policy documents alerting us of this, however nothing was attached to PEMCO documents or any letters. (Still waiting,we have received every other letter except this letter they advised about)
  We are lucky the lady told us that we will have no insurance in the phone call demanding that I remove the complaint because it's a waste of time.
  We See that with having only 1 Accident at fault and having 2 Claims happen without being our fault would be to potential reason for dropping us. (Its unfair that state law requires you to have insurance and with only 1 Accident at fault, you now become responsible for all accidents regardless of if you were driving or not.)
  (We did pay in full to a different insurance provider, we explained our situation and they advised us and we signed documents showing how the actual Auto Coverage works.)
  The insurance Company may feel this issue has been resolved but from the consumer standpoint, we paid money off their word, then told because we didnt look at the policy documents that it was our fault for not reading the fine print,
  Then we have 2 unfortunate events that ruined our perfect record and now we get treated like dirt and denied everywhere.
  In my opinion this doesnt protect the customer is just lines the pockets of the people benefiting from those agreements
  Other People should be informed about this issue and READ carefully of all policy documents and to know that their agents have a history of providing half truths to get the sale.
  
  
  Sincerely,
  
  ***********************