ComplaintsforAcuity, a Mutual Insurance Company

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Initial Complaint
07/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Acuity is the insurer for the *************************** for the building located at **********************. This happens to be the building I live in. The building sustained water damage over this past winter, which prompted the board to engage a restoration contractor to complete repairs The repairs needed involved completely removing the wall coverings from all exterior walls. This meant that all residents needed to leave their homes and find other, temporary living arrangements. Almost all residents moved out back in March or early April of 2024. I personally moved out of my unit on March 20th, 2024. When we moved out, we were given a timeline of 4-6months for repairs to be completed. Based on the feedback we've received from the *********** and the restoration contractor, it appears that Acuity Insurance is stalling the process of completing the building repairs. This is causing the building residents to have to continue their temporary living arrangements longer than anticipated.To be clear, I am not personally represented by Acuity - the condo association is. I am just a concerned resident that wants my home back, and there are 39 other homeowners in the same building that I'm sure feel the same way. I am frustrated that Acuity is attempting to hold up the process of getting our homes repaired by stalling the contractor our association has hired. The loss of use of our homes is a major concern, and it seems like Acuity has no concern whatsoever.
Business response
07/30/2024
Thank you for your feedback, ****. Every policy at Acuity is unique to each customer and is based on a large variety of factors.

If you'd like to discuss your specific situation in greater detail please contact your independent insurance agent, with the claim number. If you do not know your agent you can login to the website, or search here: www.acuity.com/find-an-agent.

Thank you, Acuity ************* Team.
Initial Complaint
07/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
They are trying to charge me over $300 after cancelling, for which I cancelled because I was being well overcharged. There is no cancellation fee.They literally even told me my exposure was less in an email and somehow decided that my rate should have been 75% higher after that. I sent a letter disputing the charge, and they continue to send collections notices even though I have stated that I'm not paying a corrupt charge. Stop sending letters and pay attention to the mail you get and stop trying to fleece departing customers. Lower risk doesn't equal higher premium, but that's the math they did.
Business response
07/30/2024
Thank you for your feedback, ****. Every policy at Acuity is unique to each customer and is based on a large variety of factors.

If you'd like to discuss your specific situation in greater detail please contact your independent insurance agent, with your policy number. If you do not know your agent you can login to the website, or search here: www.acuity.com/find-an-agent.

Thank you, Acuity ************* Team.
Customer response
07/30/2024
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 already did that. My agent is half the reason I cancelled, she's no better.
Regards,

*******************
Business response
07/30/2024
Hello again, and thank you for your feedback, ****.

If you'd like to discuss your specific situation in greater detail please email me with the policy number at *************************************.

Thank you, Acuity ************* Team.
Initial Complaint
07/11/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My vehicle was in a incident with a driver who is insured by Acuity. The police where called and I was found not a fault. It has been almost a month and Acuity has not responded to my insurance company or to my calls in regards to the claim. We have been told the adjuster was on vacation twice and they are aware of the claim but that was it. My deductible is outrageous and the driver that caused the wreck was at fault
Business response
07/11/2024
Hello, and thank you for your feedback. If you'd like to discuss your specific situation in greater detail please email me with the claim number at ************************************** Thank you, Acuity ************* Team.
Initial Complaint
06/26/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I was in a car accident in 5/24/24 the driver a smiled he was at fault and stated he did not secure the load properly, and he was sorry. The driver then stated the company will pay for everything. The police were called and a report was made, and the driver of the truck was at fault. I called the insurance they first lied to me stating they did not have insurance then they have taken over a month to get in touch with me about repairs for my new car. I called the insurance company and The adjuster-***** refused to talk to me or answer questions. I ended the call, after the adjuster tried to tell me to shut up and listen. The adjuster-***** then called back and stated that the report did not say the other driver was at fault and proceeded to argue and yell at me and talk to me as if I was a kid. I requested a new adjuster and she said Im not giving you anything your going to cooperate with me. Again I ended the call, and realized I have to go over this ladies head. I want my car fixed right now and a new adjuster.
Business response
06/27/2024
Thank you for your feedback. Every policy at Acuity is unique to each customer and is based on
a large variety of factors.

If you'd like to discuss your specific situation in greater detail please contact your independent insurance agent, with your policy number. If you do not know your agent you can login to the website, or search here: www.acuity.com/find-an-agent.

Thank you, Acuity ************* Team.
Initial Complaint
05/24/2024
Complaint Type:
Product Issues
Status:
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.
Acuity claims **** is dragging their feet on a windshield claim. Its been over week and 0 progress. Claims rep never answers my calls.
Business response
05/24/2024

Thank you for your feedback. Every policy at Acuity is unique to each customer and is based on a large variety of factors.If you'd like to discuss your specific situation in greater detail please contact your independent insurance agent, with your policy number. If you do not know your agent you can login to the website, or search here: www.acuity.com/find-an-agent.Thank you, Acuity ************* Team.
Initial Complaint
05/02/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have personally witnessed that an insurance company views a policyholder as valuable until the policyholder files a claim... This was my experience with Acuity Insurance... after filing a claim with Acuity Ins on numerous occasions between May - September 2023, regarding water/fungus infiltration, that occurred in 2023 related to the Illinois deluge, which was later declared a Federal Disaster, unbeknownst to me, Acuity Insurance began an investigation under the pretense 'bringing in another adjustor' who insisted on recording and asking questions totally 'unrelated to the water infiltration of the 2023 Federal Disaster.Acuity Insurance went on to harass me with threats from its legal team and subsequently denied my claim for coverage, stating I did not supply them with the rental management I hired in 2019... That has absolutely nothing to do with the deluge of water that infiltrated by home in 2023!! This also can be looked at as a case of Redlining - I'm offended that they accepted my premium but defrauded me out of the Rights of my coverage!!Never Be Defrauded By Your Insurance Carrier!!**
Business response
05/04/2024
Thank you for your feedback, La. Every policy at Acuity is unique to each customer and is based on
a large variety of factors.

If you'd like to discuss your specific situation in greater detail please contact your independent insurance agent, with your policy number. If you do not know your agent you can login to the website, or search here: www.acuity.com/find-an-agent.

Thank you, Acuity ************* Team.
Initial Complaint
04/28/2024
Complaint Type:
Order Issues
Status:
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.
On January 16th, we reached out to ********************* of **************** LLC; the broker for Acuity. We asked why our rate increased by $78. We were told that based on a previous audit that we filled out, they raised our rates for hardwood flooring being installed. 2% of Rice Flooring's work is hardwood. At this point, we decided to cancel our insurance with **************** - Acuity. The representative, *********************, clearly tried to keep our business but the savings was too great by switching to another company. We moved forward with cancelling the policy and there was no mention by **************** of any fees, future audits, etc. that could be incurred from canceling. He asked his secretary on Jan. 17 to send over the Docu Sign email for cancellation. My wife signed it on January 19th and we were sent documentation that the policy had been canceled. Based on us no longer being a customer of ********************** or ****************, LLC, we expected no future correspondence from them. Acuity then sent an audit after we had already cancelled claiming it was due to our "short policy" being cancelled. We were NEVER made aware that we had any type of short policy and feel that this is verbiage being used to simply charge people money after they no longer want to do business with Acuity. Given that we were no longer a customer, their seemed no reason to complete the audit paperwork. They stated that non-compliance of the audit paperwork could result in a surcharge (very vague) and said, and/OR cancellation of my policy. Since my POLICY WAS ALREADY CANCELLED, it seemed as if this was just a way to be mad that I cancelled and a SCAM to charge me additional monies. I have always filled out audit paperwork DURING MY TIME AS A CUSTOMER. No additional charges were ever charged, so why now? Because, they want to PUNISH THE SMALL BUSINESS MAN, and CHARGE BOGUS CHARGES AFTER CANCELLATION. They are simply making up their own rules. I want them to send notification in writing that I owe $0.
Business response
04/28/2024
Hello, and thank you for your feedback.

If you'd like to discuss your specific situation in greater detail please email me with the policy number at *************************************.

Thank you, Acuity ************* Team.
Customer response
05/02/2024
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. They asked for the policy number which is referenced in my ORIGINAL complaint. Again, it is ZD3881.
I want it in WRITING that I owe them $0.00 and they will contact me no further as it is borderline harassments asking for information AFTER canceling a policy. I prefer all correspondence in writing as they are very unreliable.

Regards,

*****************
Business response
05/04/2024
Thank you for the additional information.
Initial Complaint
03/17/2024
Complaint Type:
Service or Repair Issues
Status:
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.
on 002/24/2024 wife had car accident. Took car to browns body shop estiment was. $ ******** Ins is Acuity Mutual representative. *************************** ph.# ********************. car is a total loss ******* offered $17281.76 for settlement. He has never seen the car he is using ****** miles on our car and comparing it to other high mile vehicles when in fact our car has ***** miles on it.The local ***** dealer printed out a car fax of car with $26270 actual value. And Routeone JD power value of $26200. I have forwarded this info to ******* with no reply .We have several unanswered calls and emails. we have also reached out to manager ********************* with no response. *************************** ph#************ email claims@ acuity.com ********************* ************ ext. 1618 claim #sh5107
Business response
03/18/2024
Thank you for sharing your recent claims experience, ***. Your feedback is very important to us. Please contact your local independent agent with your claim or policy number for further assistance. If you do not know your agent you can login to the website, or search here: www.acuity.com/find-an-agent.

Thank you. Acuity ************* Team.
Initial Complaint
02/26/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On January 2nd, of this year, 2024, I was involved in an accident with a semi truck driver insured by Acuity. This accident was clearly and solely due to the negligence of the truck driver. The officer on scene immediately said it was obviously his fault. The accident report clearly shows him at fault. Yet, somehow his insurance, Acuity, is denying my claim. They told me "based on what their insured has told them", they will not be paying anything. They are going solely on word of mouth, while I have the accident report, pictures, and all the evidence needed stating he was clearly at fault. When I emailed them to speak about this I received no response. When I called the claims agent, and then her manager, I got their voice-mail. I did receive a voice-mail back stating the same thing, based on what their insured has told them, they simply won't be paying. This accident has been extremely traumatic for me. I panic when driving, especially anywhere near a semi truck. I have spent countless hours on the phone and through email regarding this accident that could have been spent with my high need children. I have preexisting medical conditions that the stress of this has made worse. This company has been rude, and in my opinion is practicing bad faith insurance. Denying claims with no proof or evidence. I am extremely disappointed. I am simply trying to be refunded for the costs I have incurred due to an accident that was not my fault. I hope we may amicably come to a resolution on this matter, and that noone else has to deal with the same stress and poor customer service that I have. Thank you.
Business response
02/26/2024
Hello, and thank you for your feedback, *******.

If you'd like to discuss your specific situation in greater detail please email me with the claim number at *************************************.

Thank you, Acuity ************* Team.
Customer response
02/29/2024
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.

As requested by Acuity, I have emailed their customer care team. I have provided the invoices to show costs I have incurred due to this matter, and requested to be refunded for those costs I have incurred, in addition to stating my complaints. I have offered to provide any evidence they may need as well. At this time nothing has been resolved or addressed. I will await their response and update accordingly.

Regards,

*******************************
Business response
02/29/2024
Thank you, *******. We have received your email and will have the appropriate team review.

Acuity ************* Team.
Customer response
03/04/2024
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 am still awaiting a response from the customer care team at **********************. As of today I have not received anything from them.

Regards,

*******************************
Business response
03/04/2024
Thank you, *******. Our team is reviewing your correspondence.
Customer response
03/13/2024
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 am still awaiting a response from Acuitys customer care team. As of this time I have not heard from them in any matter.

Regards,

*******************************
Business response
03/13/2024
Thank you for the information, *******. I will follow up with our team.
Customer response
03/21/2024
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 still have not received any follow up or response from Acuitys customer care team in regards to my complaint.

Regards,

*******************************
Business response
04/10/2024
Thank you for the follow up, *******.
Customer response
04/11/2024
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.

Still have not received any correspondence from customer care team at **********************.

Regards,

*******************************
Business response
04/11/2024
Thank you for the additional information, *******.
Initial Complaint
02/23/2024
Complaint Type:
Customer Service Issues
Status:
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.
Oct 12, 2023 a guy with H323230**3538313335**H insurance hit a pole and then my car. I went to them to get my car fixed. I was sitting at a light when my car was hit. They denied my claim. I had to call them over 10 times to even get a response from them. I had to speak to a supervisor, and that supervisor was on the phone when I talked to her. I don&#**;t understand how they can deny a claim when a car is hit when it is sitting still. I have a police report from the accident. It states that I was a fixed object. The case number the other driver has is SE4150. He was driver an 18-*******.
Business response
02/23/2024
Thank you for sharing your recent claims experience, ******. Your feedback is very important to us. Please contact the local independent agent with the claim number for further assistance. If you do not know your agent you can login to the website, or search here: www.acuity.com/find-an-agent.

Thank you. Acuity ************* Team.

Customer response
02/23/2024
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 just spoke with ****** in claims, Whom informed the claim was denied and they stand by their decision. My car was at a light at a stand still until the light turned, They are responsible to fix my car and are refusing
[Please type your response here.]

Regards,

*************************
Business response
02/23/2024
Thank you for your feedback.

If you'd like to discuss your specific situation in greater detail please email me with the claim number at *************************************.

Thank you, Acuity ************* Team.
Customer response
02/23/2024
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.]

Regards,

*************************
Customer response
02/23/2024
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.]
The company can contact me. I contacted the company and got no resolution, As informed in the previous response.
Regards,

*************************
Business response
02/23/2024
Hello again, ******.

If you'd like to discuss your specific situation in greater detail please email me at *************************************.

Thank you, Acuity ************* Team.
Customer response
02/26/2024
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.]
I reached out to this company with no help with the issue at hand
Regards,

*************************
Business response
02/26/2024
Hello, ******.

Please email me at ************************************* for further assistance.

Thank you, Acuity ************* Team.
Customer response
02/26/2024
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.]

Regards,

*************************
Customer response
02/26/2024
Hello, Ive sent several response to reaching out to the insurance company when I spoke with claims, They *********** was sticking to not paying for the damages of my car, A truck driver whom was insured with the company whom caused the accident

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