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:04/09/2025

  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 3/12/25 approx 10:50am ****** * ************** parking structure top floor while sitting in my car, a young man in the parking spot next to me slammed the truck door into my car. It was so loud * shook my car so much I thought someone had actually ran into me. I immediately looked in my side mirror * saw the ***** Silverado trucks back door slammed into my car. I opened my door * said something like you just hit my car! He said theres no damage. I said I doubt that since he hit it so hard. Sure enough, it created a rather large dent in my drivers side back fender. The owner of the truck, also present, gave me his drivers license ********** ********************** info and took several pictures of our vehicles * the damage. Later that same day I called his insurance company, Connect, and filed a claim. I have proof in the pictures that this kid hit my car plus they gave me their insurance info-you dont just give out that information if you havent done anything. Anyway, the insurance company has been stringing me along for almost a month now. Ive done all they have asked, even had someone to my house to take pictures of my car. They said the guy denied ever doing anything and my claim is denied. Like I said, why would he give me his *************************** info (i have pictures of it) if he didnt do anything. I also have pictures of him and his car parked next to mine and the damage he did to my car. Also, when the guy was being interviewed, he lied to the adjuster and said he didnt speak English. She told me that she needed an interpreter. This was a lie because i dont speak Spanish and I had a conversation with ******** had no accent. They are liars. I just want my car fixed, no more no less. Isnt that why we have insurance? I think what they did was very wrong. I would really appreciate any help I can get with this. I made a claim with my insurance after they denied me but will have to pay my $500 deductible to get it fixed. Not fair.

  

  Business Response

  Date: 04/10/2025

  Hello, 

  Please see our attached response. 

  Thank you. 

  Customer Answer

  Date: 04/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  Respectfully, I will accept the response when my car is fixed. I will await your response on 3/18/25. 
  Regards,
  
  ******** ********

• Initial Complaint

  Date:03/31/2025

  Type:Product 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.

  1. The date of the transaction was on 2/27/2025 2. The amount was supposed to be $1089.74 for 6 months but now they will start charging me $1309.74 in unscrupulous fashion. The business FAILED to inform me that I have to fill out certain forms or they would raise the rate.3. The business has NO INTENTION of resolving this issue with me after I continuously called to complain about lack of transparency of this unscrupulous act of deceit.4. The nature of this dispute is two hidden forms in a large package of auto insurance that I had to fill out and sent in order to keep $1089.74 for 6 months or they will raise it to $1309.74 for 6 months. When I got the insurance, the representative failed to inform me that I MUST FILL THEM OUT and the package was so large that I don't even see the forms until today after I called to complain about the extra charges.5. Again, the business has NO INTENTION of resolving this issue with me after I continuously called to complain about lack of transparency of this unscrupulous act of deceit.6. They advertise on ****** premise and website.Frankly, if it is not for ******, they would be out of business due to their unscrupulous practices of hidden charges and not telling customers about those charges until IT'S TOO LATE.

  

  Business Response

  Date: 04/01/2025

  Hello, 

  Please see our attached response. 

  Thank you. 

  Customer Answer

  Date: 04/02/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  **** ****
  

• Initial Complaint

  Date:03/17/2025

  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.

  I have Daughter that got married and moved and got a job that provide car for work and personal use. We called to remove her from our insurance, and they required that we give them info that she has car insurance and her company provided letter. American family Connect requested additional from her to send them apartment lease, statment from me and my husbund saying she does not live with us and one bill on her name, we sent that to. Thay refused to remove her from our policy stating she need to buy car and get insurance on her name and that is only way we can remove her from our policy. We are trying to remove her from our policy from 06/20/2024. We are paying higher premium's because we have ***** on our policy and American family Connect need to issue credit for payments from 06/20/2024

  

  Business Response

  Date: 03/17/2025

  March 17, 2025
  
  Better Business Bureau of *********
  ******************
  *******************
  
  Re:
  File Number:                             23076237
  Complainant name:                   ****** *********
  
  
  The above-mentioned complaint is related to an American Family Connect Property and Casualty Insurance Company policy. Please forward this complaint to American Family Connect Property and Casualty Insurance Company; NAIC ***** for handling.
  
  I am respectfully requesting that you remove this file from our companys assigned complaints to ensure that it will not be used in the calculation of our complaint ratio.
  
  If after reviewing this matter, you determine the complaint belongs to one of our companies, please return it to my attention for immediate handling.
  
  If you have any questions or concerns, please contact me directly at the number provided below.
  
  Sincerely,
  
  ***************************

  E-mail: **********************************

  

  Business Response

  Date: 03/24/2025

  Hello, 

  Please see our attached response. 

  Thank you. 

• Initial Complaint

  Date:03/17/2025

  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.

  Hi,I had insurance and there was claim #*********** and insurance company exposed claim on me however there was no accident done by my car. Even i was driving with my spouse and another driver they just saw the *** which he has ********** per insurance company as ***** crv number plate has this height on that basis they exposed on my however they did not listen to my wife who was on front seat and no sign on my ****** seems they(insurance company) exposed which i didn't do which was exposed on me.Attached my car picture which has no sign as it didn't at all.Please help on it to remove accident history on DL and car.thanks

  

  Business Response

  Date: 03/17/2025

  March 17, 2025

  
  BBB of Wisconsin
  Attn: ****** ********
  **************************************************************************************
  

  Re:
       BBB File Number: 23074503
       Complainant name: ******* *****
  

  Dear ****** ********,
  

  The above-mentioned complaint is related to an American Family Connect Property and Casualty Insurance Company policy. Please forward this complaint to American Family Connect Property and Casualty Insurance Company; NAIC ***** for handling.
  

  I am respectfully requesting that you remove this file from our companys assigned complaints.
  

  If after reviewing this matter, you determine the complaint belongs to one of our companies, please return it to my attention for immediate handling.
  

  If you have any questions or concerns, please contact me directly at the number provided below.
  

  Sincerely,

  American Family Consumer Affairs
  E-mail: **********************************

  

  Business Response

  Date: 03/17/2025

  Hello,
  
  Please see our attached response.
  
  Thank you.

  Customer Answer

  Date: 03/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I don't accept proposal because i am not satisfied.
  

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

• Initial Complaint

  Date:03/11/2025

  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.

  Received email on January 29th saying that our payment did not go through (we were intending to cancel the auto insurance policy) and that our policy would be canceled on February 12th. I arranged for another auto insurance policy to be started on February 12th. After the fact, on February 18th, I received a letter indicating that I owed $70.82, including a $25 returned payment fee. Today, the customer service *** says that I needed to call to cancel the policy immediately to avoid these charges, but this was not clearly indicated in the email communication (that service would continue and that we would be charged for it). Otherwise, I would have called and canceled the policy immediately. When I asked for the $25 fee to at least be dropped, the ***ly was "no, would you like to pay the entire amount today?"

  

  Business Response

  Date: 03/12/2025

  Please see the attached.

  

  Business Response

  Date: 03/13/2025

  Hello, 

  Please see our attached response. 

  Thank you. 

  Customer Answer

  Date: 03/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The company is completely unreasonable. They largely just documented what happened prior to Jan 28th. It is a shame that they cannot even make things right by offering to waive the $25 card fee. I am not satisfied with their customer service nor this response. I would not recommend this insurance company to anyone.
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:03/06/2025

  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 am writing to file a formal complaint against American Family Connect Property and Casualty Insurance, specifically regarding their claims adjuster, ******* *****, and the handling of my auto insurance claim number *************.On December 2nd, 2024, I was involved in an auto accident where the other party, insured by American Family, was clearly at fault. I have provided irrefutable video evidence showing the other driver admitting fault, apologizing, and providing their insurance information without me even asking.Despite this clear evidence, Mr. ***** has repeatedly insisted on a 50/50 liability split, which is dishonest and fraudulent. He has ignored the evidence and refused to acknowledge the other driver's clear admission of guilt. Mr. ***** dishonestly offered to cover only 50% of my $12,000 in **********. ******* actions have been unprofessional, unethical, and demonstrate a clear disregard for the facts of the case. He has also been uncooperative in providing clear information about the claims process, and delayed the resolution of my claim.I demand that American Family Connect Property and Casualty Insurance conduct a thorough and unbiased review of my claim, and that they cover 100% of the damages to my vehicle, as well as any associated costs, including rental car expenses.I am prepared to take further action if this matter is not resolved fairly and promptly. I trust that the Better Business Bureau will hold American Family accountable for their fraudulent business practices and ensure that I receive the compensation I am entitled to.

  

  Business Response

  Date: 03/07/2025

  Hello, 

  Please see our attached response. 

  Thank you. 

  Customer Answer

  Date: 03/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This is just lip service. I cannot trust this company until I get 100% coverage of my car damages. Despite providing irrefutable video and photo evidence the adjuster ******* continued to behave in bad faith and wrongfully processed the claim. Against the law, he also repeatedly pressured me into changing which repair shop I can use for my car repairs. This  needs to investigated urgently and a resolution be provided promptly. Thanks
  
  Regards,
  
  Priya

  

  Business Response

  Date: 03/10/2025

  Hello,
  
  Please see our attached response.
  
  Thank you.

• Initial Complaint

  Date:02/18/2025

  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.

  I am writing to file a formal complaint against Connect by ***** due to an unreasonable and substantial increase in my auto insurance policy premium. My premium jumped from $220 to $500, which I believe is significantly above the normal rate for auto insurance in ***********I have contacted Connect multiple times to request clarification and to speak with a supervisor about my policy, but each time I am told that my years of driving experience in ********** are insufficient for me to receive a discount. This explanation does not seem fair given the **************** addition, I had a car accident in August 2024, and I am not at fault, as it was not a rear-end collision. I have also seen other customers report similar issues with significant premium increases following car accidents, even when they were not at fault.I am disappointed that despite reaching out, I have not received an adequate resolution. I would like the BBB to review this situation and assist in addressing the unjustifiable increase in my premium.Thank you for your attention to this matter.

  

  Business Response

  Date: 02/25/2025

  Hello,
  
  Please see our attached response.
  
  Thank you.

  Customer Answer

  Date: 02/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I believe this is unfair, as a not-at-fault accident should not result in a higher premium. It seems that this same issue is happening repeatedly to other customers, which suggests that it is a systemic problem. Despite my attempts to resolve the matter with Connect, their response has been unsatisfactory.

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

  

  Business Response

  Date: 02/28/2025

  Hello, 

  Please see our attached response. 

  Thank you. 

  Customer Answer

  Date: 03/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  To further support my claim, I have found a customer who experienced a similar problem. Please refer to the following link for additional context: [*******************************************************************************************************************************************************************************************************************************************].

  I kindly request that the BBB continues to pursue a resolution on my behalf. I believe this matter warrants further investigation and a more thorough response from Connect.
  
  Regards,
  
  ****** *******

• 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.

  I had an accident on 12/13/2024 (not at fault)- so filed a claim with my insurance (Connect by American Family). Car got towed from scene, insurance estimator DID NOT do a good job inspect the car. he sent the car to "preferred bodyshop" IGNORING the fact that car's transmission was damaged (not drivable). Then "Preferred bodyshop" also ignored the transmission part and returned my car saying its "fixed" with a completely damage transmission. Car got checked with professional mechanic with professional letter stating that transmission was damaged by the accident, however, insurance company refused to pay because the "estimator" denied the responsibility. Huge chance that there is Bribery and kickbacks happened in this case between the insurance estimator and "preferred bodyshop"; they both consciously ignore the fact about transmission in the beginning (could have been deemed total lost if transmission was checked 1st thing), they both hide that fact and returning customer with a non drivable car.

  

  Business Response

  Date: 02/14/2025

  Hello,
  
  Please see our attached response.
  
  Thank you.

• Initial Complaint

  Date:01/30/2025

  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.

  At 2024-Feb, there was a car accident happens in the car wash turnnel. I filed a claim to insurance company. Since the accident happens in the tunnel which has many of the equitment and convey belt around. The damanage is not like a normal car inncident on the road. During the entire year, I asked and fully cooperate help them to investigate but they just keep saying the damange is not from this accident. They have already created two claims on a single accidient and they still saying many of the damange and part will not be covered. Also I never get in-time response and all the communication needs weeks to respond which has already cause additional cost from me and I'm paying for the insurance fee for those time the car staying at the body shop. The body shop have already finish the car repair and they provided the final bill and ask them to check the discrpency but still insurance company are kicking the ball that doing nothing for almost a month.

  

  Business Response

  Date: 02/10/2025

  Hello, 

  Please see our attached response. 

  Thank you. 

  Customer Answer

  Date: 02/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  At Feb 07, I did recieve the response from Insurance company. However it only contains the detail timeline and the decision that insurance company is not covering some of the parts. There is no detailed reson provided. Also I raise those question one more time right after I recieved the email at Feb 07 but still not recieving any reply yet. Then today I recieved the message from BBB stating they resolved the issue. I'm disappointed that they're not resolving issue actively and highly doubt did they read any of my response or not.

  I provided my reply in the attachment and also the email thread can show that I replied at Feb-07 and not reciving any reply yet.

  Let me know if you need anything or any proof. I'm happy to provide it

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

  

  Business Response

  Date: 02/11/2025

  Hello,
  
  Please see our attached response.
  
  Thank you.

  

  Business Response

  Date: 02/12/2025

  **SEE ATTACHED DOCUMENT**

• Initial Complaint

  Date:01/28/2025

  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.

  There was a driver listed on my insurance that the insurance company added for no reason. I never confirmed or approved this adjustment. They said they gave me via mail of the change but I never got it. There was never a ******* ******* who lived with me.

  

  Business Response

  Date: 01/28/2025

  January 28, 2025
  
  
  BBB of *********
  Attn: ****** B
  ***************************************************************************************************
  
  
  
  Re:
  File Number:                             22868431
  Complainant name:                    *** ******
  
  
  
  Dear ****** B,
  
  The above-mentioned complaint is related to an American Family Connect Property and Casualty Insurance Company policy. Please forward this complaint to American Family Connect Property and Casualty Insurance Company; NAIC ***** for handling.
  
  I am respectfully requesting that you remove this file from our companys assigned complaints.
  
  If after reviewing this matter, you determine the complaint belongs to one of our companies, please return it to my attention for immediate handling.
  
  If you have any questions or concerns, please contact me directly at the number provided below.
  
  Sincerely,
  
  Consumer Affairs
  E-mail: *************************

  

  Business Response

  Date: 01/30/2025

  Hello,
  
  Please see our attached response.
  
  Thank you.