ComplaintsforAcuity, a Mutual Insurance Company

• Initial Complaint

  06/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had 25 windows and a patio door installed by Champion Windows who subcontracted Acuitys insured: ************************* DBA ************************. Day 1 of install began on 4/28/2020. Many damages were made to our home by Alliance so Champion Windows sent out their own adjuster assessing the damages at $27,873.26, which is far lower than other assessments. Champions insurance (Liberty Mutual) issued letters to Acuity dated 7/26/21 & 9/23/21. We were not contacted by Acuity until 4/11/22. I have emailed on 5/15/22 & 5/31/22 and have not received a response. Since 4/2022 we have been transferred twice to new agents. Our current agent is *********************** and the last email I received was 4/25/22. I have attached phone and email messages as well as the certificate of liability, photos of damages, emails between Champion and myself, etc. We have given Acuity an ample amount of time to respond and resolve this issue.

  

  Business response

  06/04/2022

  We appreciate your input and feedback, ***************If you send me an email along with the claim number at ************************************** I'd be happy to look into this for you.Regards, CM from Acuity.

  Customer response

  06/09/2022

  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.
  
  We have not yet received an update as of 7:27pm 6/9:22. 
  
  Regards,
  
  ***************************

  

  Business response

  06/14/2022

  Thank you for the additional information. Please send correspondence to ************************************** along with your claim number, so a member of our team may review.

  Thank you. 

  Customer response

  06/14/2022

  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 
  i have not yet received a response from customer care. I spoke with as representative at Champion and a rep at their insurance, Liberty Mutual and neither company have received any phone calls or emails from Acuity as of 6/14/22. 

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

  

  Business response

  06/15/2022

  Thank you, *******. Please send correspondence to ************************************** along with your claim number, so a member of our team may review.
  
  

  Customer response

  06/16/2022

  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 emailed customer care on 6/9/22 and have not received a response. (Photo attached of email) 

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

  

  Business response

  06/16/2022

  Thank you, *******. I will follow up.

  Customer response

  06/17/2022

  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 provide dates, times, and methods of communication sent out by Acuity to Champion and Liberty Mutual.
  
  Regards,
  
  ***************************

  

  Business response

  06/20/2022

  Thank you, *******. Please refer to the email forwarded to you. 

  Customer response

  06/28/2022

  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.
  
  Acuity has not yet responded to Liberty Mutials email (see attached)

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

  

  Business response

  06/28/2022

  Thank you. We are working on this via email communication. 

  Customer response

  06/30/2022

  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.
  
  Neither myself or Liberty Mutual Insurance (Champions insurance company) have received a response to the two follow-up emails I have sent. I have not received any new emails.
  
  Regards,
  
  ***************************

  

  Business response

  09/14/2022

  Thank you for the additional information, *************** 

• Initial Complaint

  02/10/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am the Secretary/Treasurer of a Condominium ************************ We have had our condo units insured by Acuity Insurance since early 2015. We have paid them $84,808 in premiums the last 7 years. They paid a total of $4,173.36 for three claims during that timeframe, with the last claim in early 2019 for ice damming. They continued to insure us for three years after our last claim, but now we received a letter of non-renewal due to Loss Experience. They have over $80,000 of our premiums paid but non-renewed for Loss Experience?? We put new roofs on all six of our buildings in Fall of 2020 with 6 feet of ice guard protection to prevent further ice damming. It feels like we are not being renewed because we notified them in ************************************************** one of our condos that is protected under the Fair Housing Act as a service animal. Even though our policy doesn't exclude any dogs from coverage, our agent has always given us a list to include in our rules. When we notified our agent, they corresponded with Acuity representatives and the responses we received back seemed that the insurance company was not at all pleased with this dog and let us know the types of damage these dogs can do, and they could even send us pictures if we desired. I want answers from top executives at this company because I feel we are being treated unfairly and in violation of the ** Fair Housing Act. In addition, other associations should be aware of such practices by Acuity. What is the purpose of insurance, if they cancel you after giving back less than 5% of your premiums, and we haven't filed a claim in almost three years.

  

  Business response

  02/11/2022

  Hello, *****. Thank you for taking the time to post. We appreciate your input and feedback.
  
  If you send me an email at ************************************* with your policy number, I'd be happy to look into anything you would like us to review.
  
  Regards, CM from Acuity.

  Customer response

  02/11/2022

  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 this time, the response from Acuity has only been to send another email to them at a specific customer care email address and provide our policy number to them. I just sent that email with a full writeup of our issues with several attachments and hope to hear back from them soon.
  
  Regards,
  
  *******************************

  

  Business response

  02/12/2022

  Thank you, *****. We have received the information you have sent to us via email and our team will be responding.

   

  CM with Acuity. 

  Customer response

  02/14/2022

  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.
  
  Once again their response is just that they received more information from me and will review and get back to me but I have heard nothing. In the meantime, today I had a conversation with another agent who writes business with Acuity on occasion and this agent is searching for a new insurance company for us. This agent said that their belief is that we were issued a non-renewal letter completely related to the Husky ******* mix dog that is housed in our Association and protected under the Fair Housing Act. This is one of the only companies this agent knows that will not insure a Husky ******* breed dog. He said that our claim history in relation to premiums paid makes absolutely no sense for non-renewal with our last claim filed three years ago. Still waiting for Acuity to actually reach out to me and address this issue.
  
  Regards,
  
  *******************************

  

  Business response

  02/16/2022

  Thank you for the additional information. It will be provided to the appropriate team.

  Customer response

  02/16/2022

  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 response just indicated that they received the additional information. I have not heard from anyone at Acuity but late today I heard from our agent, who indicated that they received information from Acuity that they are rescinding their non-renewal letter. We are waiting for official confirmation of this letter as well as a computation of what premiums will be on future renewal. Will they skyrocket our premiums forcing us to move on?
  
  Regards,
  
  *******************************

  

  Business response

  02/18/2022

  Thank you. We will be contacting you soon. 

  Customer response

  02/20/2022

  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.
  
  We are still waiting for a response from Acuity and a renewal notice with the premiums for the next year.
  
  Regards,
  
  *******************************

  

  Business response

  02/24/2022

  Thank you, *****. Contact has been made. 

  Customer response

  02/25/2022

  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.
  
  We are happy to report that we have received an email from an underwriting manager at Acuity indicating that our policy will be renewed but we have not yet received any new premium or policy details, so it is difficult to consider this complaint as fully resolved until more details about our policy renewal are received. We want to be sure that the renewal premiums and policy terms are reasonable under the circumstances. This has been a stressful process to endure.

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

  Customer response

  02/28/2022

  [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. 

  We have now received the insurance policy renewal information with premiums from Acuity, so we consider this complaint closed.

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

  
  

• Initial Complaint

  09/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was towed by ******* Towing Inc insured by Acuity Insurance and damaged during the tow to their impound. I have called and emailed Acuity (***** M.- agent) and called and visited ******* towing inc and Southwest Towing in Dallas Tx but all they do is blame it on a 3rd party or each other and no one will own up to fixing my car legally. ***** has only called me 1 time and her emails are distant and the operator there is rude, unprofessional and unethical and says she can't help me and hung up on me. I need my car repaired by them so I can get around, please quickly as time is of the essence. It's now 1 month since this issue has been going back and forth with all 3 companies because they're all blaming each other. Please help me to get my car fixed. Thank you for your time. Your attention to this matter is greatly appreciated ?? Have a blessed day ??

  

  Business response

  09/03/2021

  Hello, *******. Thank you for taking the time to post a review. We appreciate your input and feedback.
  
  If you send me an email with the claim number at [email protected], I'd be happy to look into anything you would like us to review.
  
  Regards, MC from Acuity

  Customer response

  09/14/2021

  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.
  
  Received your reply but please keep in mind that I remain dissatisfied still because they refuse to due right by the law  to try and keep themselves from looking bad with their reputation with me, you and everyone else by covering up for each other and blaming each other to protect their job, benefits, pension and reputation . I have done my part and have given them lawful civilized opportunity to resolve this matter due to their negligence but because of their corruptive , unethical, unprofessional and unlawful practicing I have to seek help elsewhere to protect myself and all future innocent consumer victims like me . Thank you for your time. Have a safe and blessed day .

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

*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. ↩