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

  2502 196th St SW Lynnwood, WA 98036-6970

• 

  Pemco Insurance Company

  Everett, WA 98204

• 

  Pemco Insurance Company

  PO Box 778 Seattle, WA 98111

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:08/07/2023

  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.

  PEMCO is unreasonably delaying payments of my claim. Claim was filed in the second half of November 2022. Investigation has been concluded way back in December of 2022 but the claims adjuster is playing games to delay payments.

  Business Response

  Date: 08/16/2023

  Response attached.  

• Initial Complaint

  Date:07/31/2023

  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 paid this company $80 to bring my balance current after being out of the state for over a month and not receiving any form of communication from them besides via mail, which I did not receive. After paying to bring the policy current and reinstate, I was informed the company refuses to reinstate my policy on automatic withdrawal. When asked to reinstate not on automatic withdrawal, the company refused. Their customer service line is impossible to contact, with incredibly long wait times and unkind agents. I am a single mother with a single income who would not have paid $90 in a lump sum if it wasnt fraudulently presented that Id be able to continue my policy.

  Business Response

  Date: 08/11/2023

  Documents uploaded. 

• Initial Complaint

  Date:06/07/2023

  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.

  Pemco breached customer confidentiality by calling someone other than myself(the sole account holder) about my account standing. This is extreme negligence and has caused me to lose trust with Pemco. The call was made to a family member who is not a contact on the account as I am the only driver/contact. Ive found it hard to even want to make payment to a company who would breach customer confidentiality, so I missed a payment and now my account has been cancelled due to non-payment(balance has been paid the day I received the letter in the mail of the cancellation). Now I have a non-payment cancellation on my record and many insurance companies will not insure with that on record.Had this breach of customer confidentiality never happened I wouldnt have any negative feelings about paying my bill to Pemco. I spoke with a senior rep who said he can/could reinstate it but is not willing to reinstate my policy even after I insisted on setting up autopay or paying the full premium in advance.

  Business Response

  Date: 06/20/2023

  According to our records, we submitted our reponse and these 3 attachments on June 14,2023.

• Initial Complaint

  Date:05/15/2023

  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 Vehicle was involved in a accident of which I was not at fault and have 3 witnesses and a formal police report. the insured got out of his very large van and neglected to put his car in park which rolled into my passenger side car hitting me and my little girl while we were getting fuel at the gas station, the incident happened back at the beginning of January which its now the Middle of May. I still dont have my car back to the same conditition it was in. I feel like the people at Pemco are just trying to brush me off. Ive been out of my personal pocket having to pay for Uber and other modes of transportation, and now my what used to be a perfectly fine car has a accident indicator on the car fax which I was told lessens the value of the car

  Business Response

  Date: 05/19/2023

  Our response is attached. 

• Initial Complaint

  Date:05/03/2023

  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 was in a wreck where a dirt bike t-boned me. The kid and parents have pemco and took full responsibility. It has been 3 weeks, the adjuster is incredibly difficult to get ahold of and keeps giving excuses as to why my claim isn't settled yet. I cannot drive my vehicle due to it being unsafe and I cannot get to work without my vehicle. I am now on 2.5 weeks of being off because this company is dragging their feet. My insurance has already completed an investigation and found me not at fault. Why is it taking pemco so long to do the same? This is unfair and causing thousands in lost wages due to poor practices. I need my vehicle repaired.

  Business Response

  Date: 05/10/2023

  Attached is our response to this complaint.  

• Initial Complaint

  Date:03/15/2023

  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.

  I was involved in a minor accident on January, 6, 2023 when I hit a newly put curb at car wash entrance that had been constructed. I caused some damage underneath the front of my vehicle. I filed a claim with Pemco to have it repaired and took it to a shop that was referred to me by the tow truck driver who towed it to my house only because I had lost contact with the shop that originally repaired my vehicle in the past. After not hearing from anyone for 2 weeks I called the shop to see what was going on and they told me Pemco declared it to be a total loss. After figuring out that shop was basically trying to scam and get as much money that they can from my insurance I finally got in contact with the trusted mechanic who originally fixed my vehicle and had it towed there for another quote. After attempts from me and the shop owner to get intouch with Pemco so he can give them his estimate to fix my vehicle, he finally talks to the adjuster and gave them his price which was a reasonable price to repair my vehicle to its pre accident condition, But for some reason Pemco added the first shop price and the current shop price together and still tried to total my car out! After discussing with the problem with the adjuster, the shop talked to them again and told them thats not the price he quoted to fix my vehicle. For some odd reason pemco didnt wanna believe him and offered to send a independent adjuster to his shop to look at the vehicle. They ended up sending the adjuster and somehow the adjuster ironically comes up with the same damage quote as the first shop that quoted it! So they still labeled my vehicle a total loss. I tell the shop what pemco says and he say thats bull c*** and calls them himself. He writes up his repair quote which is way under the threshold to repair my vehicle and Pemco still denied to repair it! I believe theyre trying to total my, car fix it, and sell it for more. I will be filing a complaint with the state insurance commissioner!

  Business Response

  Date: 03/17/2023

  Our response is attached.  

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19597710
  
  I am rejecting this response because: I was told by Pemco that the shop where my vehicle is at told Pemco that my vehicle could be repaired for $6000 dollars less and that a list of repairs that was needed were sent to them as well. I also was told by Pemco that they were ready to repairs my vehicle at the price that River city auto offered to fix it only if he was willing to sign a form stating that he would fix it for the price that he offered. River City Auto has denied that claim that he was offered to sign a form! I was also denied the list and repair quote that River City Auto sent Pemco as well. *** had a quote for repairs in the past that totaled to almost $18k at another shop, I then took it to river City auto and had it repaired for half that price which Pemco approved of without a problem. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/28/2023

  
  *************** also filed a complaint with the Oregon ******************************** (***).  We are continuing to work with **************** to resolve his vehicle repair issues and will respond to the *** by April 7 our due date.  We hope to have outstanding issues with **************** resolved by then. 
  

  Customer Answer

  Date: 04/04/2023

   
  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:11/13/2022

  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 joined PEMCO in 2020 for the most part they had decent yearly rates. I hit a parking lot pole with my car that caused some damage so I filed a claim. I then decided since it was only $800 to fix by myself so I cancelled the claim. The only other times I have used it was when my radiator hose went out and it needs towing(they only paid $50 of the $95 bill) and when I needed a jump I called their road side assistance. Thats it. I have zero tickets and my credit score has actually increased slightly. Low and behold my original price was $1876 a year, it then went up to $1978 and now they are quoting me at $2700 how can my rate increase $700 when I never claimed anything significant? Also now when I shop for other insurance agencies they show the accident on my report! They also show the jump I had as an accident. I have utilized $100 with my insurance after almost 3 years and they want to up charge me $1000. This is also on top of me changing my deductible to $1000. Im a disabled veteran on a fixed income, this is extortion, I cant leave them because my record has their accidents and I cant stay because its too expensive

  Business Response

  Date: 11/22/2022

  Our response to this complaint is attached.  

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18397012
  
  I am rejecting this response because:

  they are openly admitting to putting a claim against me for side swiping a parking lot pole? Which I fixed myself.  How can my rate raise $1000 for something that I repaired.  They are trapping me to stay with them because now I have a faulted accident on my report which is a lie,  you all are dishonest and dont deserve my business Im cancelling my policy efffective the first of December.

   

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

• Initial Complaint

  Date:11/02/2022

  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.

  I received a quote for combined home/auto insurance and proceeded with obtaining coverage and paying in full in advance.I then received a bill claiming I had not signed a waiver, and therefore was being billed extra. I had never received the waiver form they sent. I called Pemco and was informed it had been mailed to me. This was a lie: they had mailed it to my street address instead of to the billing address I provided. This caused the form to be returned and they never sent it out again despite having my mailing address on file.After escalating, they resent the form to sign and it had a photocopy on the back proving that they had sent the form to the wrong address the first time around. There was no return envelope and no return address specified for the form. I therefore returned the form with paid signature tracking to the only address available on any paperwork I had from Pemco: ************************************** Signature tracking shows they have not picked up the waiver form.Pemco has now sent another bill claiming they have not received my signed form. This appears to be a deliberate attempt to charge me more than we agreed upon by making it impossible to receive/return the waiver form.

  Business Response

  Date: 11/08/2022

  Attached is our response.  

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18351562
  
  I am rejecting this response because:

  7 days provided to respond is not enough to verify that the reissued paperwork has arrived. I will not be able to consider this resolved until I have the new declarations page.
  

  Additionally, there is a process or procedure issue within the business that caused the returned mail to be filed as returned but then ignored rather than re-sending the paperwork to the correct mailing address. Someone chose to ignore this issue when it came across their desk. This process needs to be corrected.

  There is an integrity issue with the representative who deliberately and falsely stated to me that I was sent the waiver and failed to return it which was not addressed in the business's reply.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/30/2022

  Our response is included with this email. 

• Initial Complaint

  Date:09/29/2022

  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.

  I am trying to remove our daughter who moved out of state from our auto policy. Our daughter moved out of state, lives on campus, and does not have access to a vehicle. Our family should not have to endure the cost of insuring someone who is not driving or has access to a car. We are paying for a service that we are not using. Pemco is NOT ALLOWING us to take her off our insurance or to pause her service and payments. Pemco is FORCING us to pay for car insurance for an individual who has no access to drive. Pemco is REFUSING to suspend our daughter's insurance. I have made several phone calls, will no resolution. I am beyond frustrated. How can a business not allow its clients to make choices to best fit their families' needs?

  Business Response

  Date: 10/06/2022

  Our response to this complaint is attached.  

  Customer Answer

  Date: 10/06/2022

   
  Better Business Bureau:
  
  I was never offered an "away at school discount", nor was it ever mentioned. The only response I received was "our underwriter has denied your request". No customer short or long term should have to fight for information or discounts.. if I care enough to make a call, then do your job and provide the customer some service.   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:08/29/2022

  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.

  I have carried PEMCO insurance for my car since **** and was made an offer for a homeowner's policy. I was denied this policy in spite of the fact that I have a great record with PEMCO. There is no evidence of any kind that I am unable to pay for this insurance, or provide excellent care for my home.

  Business Response

  Date: 09/08/2022

  ********************************* husband, *************************** filed a complaint with the Office of the Insurance Commissioner (OIC).  Attached is a copy of our response to the OIC.