ComplaintsforWest Bend Insurance Company

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trying to take advantage of 89 yr old senior citizen, denying my Claim Number: AR09389, by willingly ignoring the ********* law that puts their insured at fault.On 12/26/2023 I was involved in a car accident caused by an insured of ********* Insurance.********* Insurance is trying to avoid their responsibility and obligation to make compensation to me for my losses in the accident caused by the negligence of their insured while he was driving on an alley roadway (Browns Alley) and failed to stop and yield the right of way when coming to the intersection of the traffic on the main roadway (Fairleigh St.) on which I was traveling. There were no traffic signs at the intersection, so ********* Insurance cited a ********* traffic code that applies to intersections in general (*********** Vehicle Approaching or Entering Intersection), in order to avoid their obligation to compensate me for my losses, claiming that their insured had the right of way. They are willingly refusing to apply the proper traffic code in this situation, ignoring the fact that ********* has a specific traffic code that applies to alley roadways (*********** Emerging From Alley, driveway or Building)which states that the driver of a vehicle emerging from an alley roadway must yield the right- of-way to all vehicles approaching on the main roadway. Their insured was clearly liable for this accident in which he rightfully received a citation for not exercising due care because he was driving on an alley roadway and failed to stop and yield the right of way when coming to the intersection of the traffic on the main roadway. Their insured also received citations for driving on suspended license and for a registration violation.I received no citations because it was obvious that I was in the right and had the right of way according to the appropriate, previously stated, ********* traffic law specifically applicable to this accident, involving an alley roadway.Please help resolve this issue.

  

  Business response

  02/14/2024

  Thank you for bringing this complaint to our attention.  ********* has reviewed the subject claim and disagrees with the complainants liability analysis in this matter.  As such, ********* respectfully maintains its coverage denial. 
  

  It is West Bends position that the subject accident occurred at an intersection between two highways as that term is defined under Tenn. Code ***. 55-8-101(30).   That section defines highway as the entire width between the boundary lines of every way when any part thereto is open to the use of the public for purposes of vehicle travel.  Notably, Tennessees rules of the road do not include a definition for the term alley.  Further, under section 55-8-128 of the ********* Code, the driver of a vehicle approaching an intersection while on a highway or drive shall yield the right-of-way to a vehicle that has already entered the intersection.  Drive includes any way that is open to the use of the public for vehicular travel and that leads into or out of premises frequented by the public at large.  Finally, if the vehicles arrive at the intersection at approximately the same time, the driver on the left shall yield to the vehicle on the right. 
  

  In this case, the roadway upon which West Bends insured driver was traveling was a paved roadway, marked at the intersection with a traditional street sign.  Also, unlike a traditional alley, this roadway includes houses which face the roadway, and which bear the street address of ***********.  As such, the roadway is open to the public for vehicular use and may be frequented by the public at large.  Simply because the roadway is named *********** does not remove it from the definition of highway or drive under the rules of the road.   We also note that the investigating officer in this matter referred the case to the municipalitys traffic engineering department to address the lack of traffic control devices at the intersection.
  

  Respectfully, it is West Bends position that the complainant should have yielded the right-of-way to West Bends insured.  The point of impact to the rear of West Bends insured vehicle demonstrates that the insured entered the intersection first.  Even if the vehicles arrived at the intersection at approximately the same time, West Bends insured was positioned to the right of the complainants vehicle and the complainant should have yielded the right-of-way under ********* Code ***. 55-8-128(b). 
  

  Thank you for your consideration.

  Customer response

  02/22/2024

  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 reject ********* Insurances' excuses for neglecting their responsibility and obligation to compensate me for all damages and losses caused by their insured.
  
  
  Without question, *********'s insured was driving on an alley roadway. ********* has a specific law dealing with alley roadways. Under section 55-8-150 of the ********* Code, the driver of a vehicle emerging from an alley roadway shall yield the right-of-way to all vehicles approaching on the main roadway.
  
  
  Tennessees rules of the road do not include a definition for the term alley because alley includes a broad spectrum of characteristics and not just a single cookie-cutter definition. It does not matter if it is an alley highway, an alley drive, an alley avenue, an alley roadway, a paved or unpaved alley roadway that has a traditional street sign that bears the name of the alley or not, with one or two houses facing the alley roadway or not, etc. The previously mentioned characteristics, in and of themselves, neither define nor negate the term alley.
  
  
  In this case, there is no need to wonder or speculate because the alley roadway upon which *********'s insured driver was traveling was known to be an alley so much so that it actually was given a name, (Browns Alley). However, Browns Alley,is not frequented by the public at large, although ********* would have you think so. Just because the public at large may have access to the alley roadway, that does not change the fact that it is an alley roadway. The investigating officer referred the case to the municipality' traffic engineering department to address the lack of traffic control devices because it is a dangerous intersection of an alley roadway and a main roadway. Any improvements to help save lives are always welcomed.
  
  
  *********'s insured should have yielded the right-of-way. The point of impact to the rear of *********'s insured vehicle only demonstrates that I, upon realizing that *********'s insured was not going to stop, though not able to stop completely myself, partly due to wet roadway conditions, was able to slow down enough to allow *********'s insured to almost make it across the intersection, otherwise I would have been in the middle of the intersection and he would have broadsided me. *********'s insured should not have been in the intersection at all because he should have yielded the right-of-way under ********* Code ***. 55-8-150.
  
  
  Thank you for your attention in this matter.
  Regards,
  
  *****************************

  

  Business response

  02/29/2024

  Thank you again for advising us of the complainants most recent response.  Regrettably, we are unable to agree with the complainants further analysis in this matter. The complainants response makes a number of assumptions which we feel are not supported by ********* law.  In particular, the complainant assumes that ********* drivers must be aware of the names of the roads on which they are traveling which then dictates the manner in which they drive.  We find no support for this assertion under ********* statutes and we feel this is an incorrect interpretation of the ********* rules of the road.  Rather,the rules of the road are determined by the physical characteristics of the roadway upon which the motorist is traveling. As indicated in our previous response, our insured was traveling on a paved roadway which intersected with another paved roadway.  The drive upon which the insured was traveling includes houses which face the roadway which indicates the roadway is open to the public for vehicular travel. This places the roadway squarely under the definition of highway under Tenn. Code ***. 55-8-101(30) and drive under 55-8-128. As such, it is the companys position that the complainant should have exercised caution upon approaching the intersection and yielded appropriately pursuant to 55-8-128(b). 
  We recognize that the parties in this matter have a disagreement as to the appropriate application of ********* law to the subject accident.  We would perhaps suggest that the complainant submit a claim for the any property damage to her own insurer and we will work with that company to resolve any outstanding dispute. 
  Thank you.

  Customer response

  03/07/2024

  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.

   

  Once again I must reject and disagree with ********* Insurance's excuses given in order to avoid their responsibility and obligation to compensate me for my damages and losses caused by the negligence of their insured. ********* suggested that I assumed that ********* drivers must be aware of the names of the roads on which they are traveling which then dictates the manner in which they drive. Ridiculous excuse !!!
  I made no such assumptions. I emphasize the name of the roadway because ********* denies that it is an alley roadway. In this particular case, the name of the roadway (Browns Alley) defines it as an alley roadway for those, like *********, who may try to deny that truth.
  I do, however, agree with *********'s acknowledgment that the rules of the road are determined by the physical characteristics of the roadway upon which the motorist is traveling. I travel in the area of the accident very often and am very familiar with the characteristics of the roadways. It is quite evident that Browns Alley, the roadway upon which *********'s Insured was traveling, is not a main roadway frequented by the public at large. There is only one inhabitable house facing the alley roadway and *********'s assumption that a house cannot face an alley is very faulty. Browns Alley is to the back of all the other properties near the alley roadway. The physical characteristics of Browns Alley are such that two cars can barely pass each other without one of the vehicles getting off of the paved portion and into the edge of the ********************* or grassy areas along portions of the way. It is definitely not a main roadway and anyone traveling on it should know as much by its physical characteristics, which is what ********* acknowledged should be the determining factor. I will attach a photo taken from inside a vehicle traveling on Browns Alley in the area where *********'s insured was traveling, to demonstrate the fact that the one vehicle almost fills the alley roadway. Remember that this is not a one-way alley roadway, although in some areas two motor vehicles cannot pass each other without one of the vehicles getting off of the alley roadway. It is definitely not a main roadway frequented by the public at large.
  Defined by physical characteristics, it is an alley roadway and as such, *********'s insured should have exercised caution upon approaching the intersection of the main roadway (Fairleigh St.), on which I was traveling, and should have stopped or yielded appropriately pursuant to ********* Code ***. 55-8-150.
  Please see the attached photo.
  Thank you.

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

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son was in an auto accident at the end of Sept 2023. The car he was driving is insured under my policy with *********. He was not at fault, other driver admitted full responsibility, as did other driver's insurance, State Farm. Initially it appeared that State Farm may declare the (old) car a total loss even though the damage was superficial and the car was working fine. I wondered about my options for keeping the car and getting a check for damages vs accepting a check for value of car. Also wondered if I could negotiate value of car with State Farm. Bottom line, I had a number of questions. I wasn't sure who to go to with these questions since I didn't have a clear cut agent. I called ********* and explained that I had some questions but specified repeatedly that I did not want to file a claim. I specifically asked if I could get some advice without filing a claim and was told that yes, I could speak to an adjuster and no claim would be filed. An adjuster calls me back, we have a conversation, he answers my questions and then at the very end as I am about to hang up he says that he has to file a claim and investigate the accident. I tell him I am not filing a claim and was told I could speak to him, ask him questions, with no claim filed. He insisted that a claim be filed and proceeded to both call and email me later to gather more information. I have since appealed to the claims manager and they refuse to remove the claim from my record. I am told that the claim will not affect my ********* premium but I also understand that other insurance companies may see any claim, even no fault claims with no payout from *********, as evidence of increased risk and charge me higher rates as a result.

  

  Business response

  11/30/2023

  Thank you for bringing this complaint to our attention.  ********* has reviewed this matter and regrets any miscommunication which resulted in a claim being established in our system. 
  

  Please know that ********* utilizes a third-party vendor to record claims made to the company.  ********* is able to submit a request to the vendor to remove this claim from the insureds claim history.  ********* is willing to submit such a request, although we performed a search of our vendors database,and this claim does not appear on the insureds claim record. 
  

  We have assured the complainant that this claim will not affect his premiums while insured with *********.  In the event the complainant seeks insurance with other companies, this claim should not appear in his loss history.  If for some reason it does, we would encourage the complainant to contact ********* and we will submit the appropriate request to remove the claim. ********* is also willing to prepare a letter to any prospective insurer explaining that neither the complainant nor his son was at fault for the accident and that ********* made no payments as a result of this matter.
  

  Thank you. 

• Initial Complaint

  10/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  hired tree service. made sure they had insurance. they dropped tree on house on 9/14. have estimates from ****** up to ******. ********* Mutual insurance offered ******. out of all the estimates i got their's was the lowest. They didn't have a professional crew come to tarp house, seal it up, or clean up the the wreckage. There is structural damage to home, once again no professional sent to make sure its safe. The adjuster never went under house which makes me say how can their estimate be valid. My house has been like this for close to 5 weeks now. The heating and cooling is off from there being a huge hole in my house. And the tarp their insurance policy holder put up (the tree service) it leaks.

  Customer response

  10/17/2023

  
  **************************local-news/tree-on-**********-home-oct-10-2023 Please help. The insurance company is West Bend Mutual Insurance Company. I started a complaint with more info. ****** - ****** in estimates. They offered on ******. Its almost November and my house is sitting open

  

  Business response

  10/27/2023

  Thank you for bringing this complaint to our attention. ********* has been in contact with the claimant and the company is working to reach a mutually agreeable resolution to this claim. 
  
  As background, West Bends insured unfortunately damaged the claimants home while performing tree trimming operations on the premises.  The loss occurred on Thursday, 09/14/23.  The next day, West Bends claim representative contacted its insured who advised that he was going to seal up the claimants roof before impending rainfall.   ********* also contacted the claimant that day and explained the claim process. Finally, ********* retained an independent third-party adjuster to inspect the premises and prepare an estimate of repair.  ********* received the independent adjusters report on 09/26/23 and extended a settlement offer to the claimant the next day.  However, the claimant rejected the offer, although no reason was provided. 
  
  ********* recently received an estimate from the complainant for repairs to the home.  ********* has forwarded the estimate to our third-party adjuster for review and to revise the companys offer if appropriate.  We expect that review to be completed soon.
  
  Thank you for your consideration.

• Initial Complaint

  09/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I live in a condo community on the bottom floor. 2 weeks ago the top floor was replacing a water heater in which they busted the main water line and flooded 3 floors. I have serious electrical problems and water damage and no one will contact me by phone to take care of this. They want me to pay to have everything fixed and then they will review the invoice . ******** company rude person by the name of **** . Hung up on me . Do not waste your money on this company

  

  Business response

  09/15/2023

  Thank you for bringing this complaint to our attention.  The subject property sustained damage on 08/25/23 when a water line ruptured during the installation of a hot water heater in one of the condo units.  The claim was reported to ********* on 08/29/23 and West Bends claim representative made contact with the complainant at that time. Because the complainant stated she was having electrical problems in her unit, ********* suggested that she contact her own insurance company to arrange for a local electrician to inspect the electrical system.  On 09/06/23, ********* again emailed the complainant requesting that she contact a local electrician to diagnose the problem and forward the inspection invoice to ********************* Bend will continue to work with the complainant to make any and all necessary repairs resulting from this loss. 
  

  Thank you. 

  Customer response

  09/15/2023

  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 incident did happen on the 25th of August. Today is Sept 15th and nothing has been done. This company did not contact me I had to contact them after 2 weeks of trying to figure out who to call. Then when I did get them ***************** up on me , so no this is not except-able.  Still have never heard anything from adjuster to where we could have someone out to look at the situation. Im not sending a bill to your company and  you rejecting it because and adjuster hasnt notified anybody of the tenants yet. Theres probably mold in the insulation from being flooded , the appliance are getting ruined from the electrical problem. Im a single parent and dont have the time to do their work . They need to fix the problem. I am in contact  with an attorney about this . 
  Regards,
  
  ***********************

  

  Business response

  09/25/2023

  We have received the complainants additional concerns.  West Bends claim representative has since spoken with the complainant on 09/19/23.  The claim representative has also exchanged multiple emails with the complainant to keep her updated as to the status of the claim.
  

  We understand that an electrician has now inspected the premises and ********* is working to obtain the electricians report.  ********* has made multiple attempts to contact the electrician and expects to speak with them shortly.  West Bends independent adjuster has also now completed an inspection of the affected units and prepared estimates of damage. 
  

  ********* is committed to moving the subject complaint along and we are hopeful the complainant recognizes the companys ongoing efforts toward resolving the claim in a timely and mutually satisfactory basis.   

  Customer response

  09/25/2023

  [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

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *******************************:Hello, my name is *******, on Wednesday morning around 5:09 AM. I was traveling on ****************************************************************************************** Some thing flew from his truck since his load was not covered striking my windshield at a very **********, making a very loud sound, and when I honked at the driver, he did not stop, I proceeded to pass him and drive a few seconds ahead of him forcing him to stop so that I can let him know that some thing from his truck stroke my vehicle. I then asked him to share his insurance and drivers license with me, which he refused and pointed to the driver side door of his truck, where his truck and company name Showstoppers Express out of ***********, *********, DOT number ******* and MC number 887374-P was located and asked me to take that information and refusing to give me any other form of identification. Later that day, I did report the incident to the ******** state police. The police report number is F03-23-3837. I also called West Bend mutual insurance company and made a claim the claim number Aq73227. They did call me and took my statement. I was very honest with him. I told him that it was dark. I did not see what actually struck my vehicle, but I know it flew out of his truck as we were the only ones on the highway and that whatever it was, it was something really strong and heavy which made a very loud bang today August 22 I called Adjuster Name ****************************** Adjuster Phone Number ************** and she told me that they were denying the claim because they didnt have the evidence that it actually came from the truck. Can you please help me resolve this issue as Im 100% sure the flying objects came from the trunk just because I didnt see it it was dark and it happened in a split second that doesnt excuse them from being liable. I would like them to pay for the damage that their insured caused to my windshield. Thank you for your time.

  

  Business response

  08/30/2023

  Thank you for bringing this complaint to our attention.  ********* investigated this claim which included interviews of the complainant and West Bends insured.  Although the complainant believes an object came from the insured truck and struck her vehicle, she is unable to identify the specific object.  She further indicated that it was dark at the time and that, in fact, she never saw the object that struck her windshield.  In addition, ********* obtained photos of the insured truck and its cargo.  Based upon the configuration of the truck and the nature of the cargo being hauled, there is no evidence indicating that any object would have come from the insured vehicle.  While we understand the complainants disappointment, ********* respectfully maintains its denial in this matter.  We would encourage the complainant to submit a claim with her own insurance carrier for the damage to her windshield.  

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/22/2023 I was involved in an accident with a 18 ******* causing my truck to be a total loss. My truck is sold and valued at ****** plus and thats being generous. Then I get told they are only giving me ****** because thats the value of the truck. No money for lost wages, no money for the two car seats that were in the truck when the accident occurred. ****** told me that the offer was non-negotiable even though I have 25+ vehicles similar year more miles going for ******-27,000 dollars. When I asked how am I supposed to replace a ****** plus thousand dollar truck with less than half of the value. She did not care only offered to extend my rental for a week, that I had to fight her for a week to get. If you think offering half the value of the truck and the offer being non-negotiable is the correct way its a joke. I was on my way to work when the driver made an illegal u-turn in front of me causing my personal property to be a total loss non of which is my fault. I am already missing out on a substantial amount of money from my business not having a truck to haul my equipment and now being told pretty much oh well tough s*** What a joke of a business

  

  Business response

  07/13/2023

  Thank you for bringing this complaint to our attention.  ********* is committed to resolving such complaints to the best of our ability. 
  

  ********* understands that the complainant disagreed with the companys valuation of the complainants vehicle.  However, please note that, in evaluating the complainants property damage claim, ********* utilized an independent third-party damage appraiser to provide a market-based valuation of the complainants truck.  The appraisal company maintains an extensive database of vehicles which are currently, or were recently,available for sale within a reasonable distance from the complainants residence.   In developing the valuation in this case, the third-party appraiser identified five comparable vehicles to calculate the valuation of the complainants truck. As such, ********* is confident that the appraisal is representative of the current market value of the vehicle.
  

  Since receiving this complaint, ********* has continued to work toward resolving the complainants property damage claim.   In fact, we are pleased to advise that ********* recently reached a settlement with the complainant regarding the value of his vehicle.  ********* has also issued payment to the complainant for two car seats that were in the vehicle at the time of the accident. 
  

  The subject claim remains open and ********* will continue to work with the complainant to resolve any remaining claims. 
  

  Thank you for your consideration.

• Initial Complaint

  07/01/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had two previous hail claims (Acts of God) on file, and ********* underwriting wanted nothing to do with obtaining my business. Their underwriting department is terrible, and one person made the decision. No wonder insurance companies like ***************** and State Farm have so many customers. Stick with your bigger insurers, they will treat you better.

  

  Business response

  07/12/2023

  Thank you for bringing this complaint to our attention.  It is West Bends goal to address any such complaints to the best of our ability. 

  Upon receipt of this complaint, ********* conducted an internal review of the matter.  Our review indicates that, unfortunately, the complainant does not meet West Bends objective underwriting guidelines based upon a combination of insurance score and claim history.  In addition to two home claims submitted within the previous three years, the complainant also had three auto claims, also submitted within in the last three years.  When combined with the complainants insurance score, this claim history made the complainant ineligible for West Bends Home & Highway policy.

  Please understand that ********* maintains objective written underwriting guidelines.  The company strives to apply these guidelines in a fair and consistent manner as to all applicants.  Although West Bends Home & Highway product may not be appropriate for this complainant, we are confident that one of the independent agencies with whom ********* works should be able to match the complainant with a compatible insurance carrier.

  Thank you for your consideration.

  Customer response

  07/12/2023

  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.  

  Those were two hail related claims (acts of God) , and one of them I closed with no payout. One of the auto claims was a no fault accident, as my spouse was rear ended.  I can only think of one other auto claim my spouse had.  I think your underwriting department needs to review a little bit better.  
  
  Regards,
  
  *************************

  

  Business response

  07/19/2023

  We have received the complainants reply and can confirm that the complainant does not meet West Bends written underwriting guidelines.  West Bends personal lines underwriting rules provide that, when an applicants insurance score falls below a certain threshold, the applicants auto and property loss history must be claim free, regardless of fault.  That is not the case here.  Our records indicate that the complainants loss history includes homeowners claims with dates of loss 04/09/21 and 04/15/23 (no payment), as well as auto claims with dates of loss 09/29/21, 04/05/22 and 01/09/23. 

  ********* regrets that the company is unable to be of service to the complainant.  However, please understand that ********* utilizes a conservative approach to underwriting.  The company believes this approach is the best way for the company to remain healthy and secure in order to best serve its policyholders.   

  Customer response

  07/19/2023

  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.  

  ***An insurance company that wants claim free customers.   CONSUMERS, beware of this company!!  Let me guess, West Bend, you drop all of your customers who do want to make a claim with such a conservative approach?  I am so glad you admitted to me that you want customers without ANY claims.***

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

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The insurance company is refusing to pay. After the city has determined that the gas was contaminated that was sold to me. Resulting in required car repairs.

  

  Business response

  07/07/2023

  Thank you for bringing this complaint to our attention.  ********* takes complaints to the BBB seriously and we are committed to resolving such consumer complaints to the best of our ability. 

  Please understand that West Bends investigation into this claim is still ongoing.  It is our understanding that the complainant has submitted a claim to his own personal insurance carrier who paid the complainants damages (less the applicable deductible).  ********* has requested a fuel sample from the insureds carrier so that appropriate testing may be performed or so that test results can be reviewed.    We are awaiting that information at this time. 
  

  While we understand the complainants concerns in this matter, ********* believes it has an obligation to its own insured to perform a complete and thorough investigation.  We expect our investigation to conclude shortly and we will reach out to the complainant at that time.  
  

  Thank you for your consideration.

  Customer response

  07/17/2023

  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.
  No offer was made. The city officials have determined the gas station at fault. ****, with the insurance company has ignored all paperwork and is retaliating for me making a complaint with the city. I suggest fining the company and tracking other cases for illegal practices. I suggest opening an investigation. 
  
  Regards,
  
  *****************************

  

  Business response

  07/24/2023

  We have received the complainants reply in this matter.  ********* understands that the *************** conducted an investigation into this claimed loss.  However, West Bends independent investigation has revealed additional information which is contrary to the conclusions of the City.   As such, ********* has contacted representatives of the complainants insurance carrier and requested test results for the fuel in the complainants vehicle. 
  

  West Bends initial request for the supporting documentation was made on June 9, 2023.  West Bends claim representative has made multiple follow-up attempts.  On July 11, 2023, West Bends claim representative again followed up with the insurers representative.  On July 14, 2023, the representative advised that she submitted the request to the insurance company, but that she is still waiting for the supporting documentation.
  

  While ********* understands the complainants frustration in this matter, ********* is unable to complete its investigation until the appropriate documentation has been reviewed. West Bends claim representative will continue to move the companys investigation forward and we are hopeful that the investigation will conclude shortly. 
  

  Thank you.  

  Customer response

  07/25/2023

  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 attached paperwork is proof. Gas station hired another company to come remove water from its gas tanks. The report from the gas station also shows the water alarm underground informing the gas station of contamination. The insurance should be fined and shut down for ignoring facts and lying. The gas station has reported from theyre own hired professionals. The insurance company is unethically working this case and in a crime against the community. Please fine the insurance company and force them to close. Also investigate theyre other cases to see what other unethical practices they are doing.
  
  Regards,
  
  *****************************

  

  Business response

  08/02/2023

  ********* has now completed its investigation in this matter.   As part of its investigation,West Bends claim adjuster contacted the third-party company which performed maintenance on the tanks on 3/7/23.  That representative confirmed that West Bends insured contacted them due to the complainants claim of receiving bad gasoline. The company was also asked to perform routine preventative maintenance while on site. 
  

  According to the maintenance companys representative, no high water was identified in the stations tanks during their inspection on 3/7/23.  In addition to inspecting the tanks for high water, the company also utilized a pump outlet to pump ground water from the area in order to lower the surrounding water table.  According to the representative, this is also normal and part of preventative maintenance. The total amount of water pumped from the area (not the tanks) is reflected on the invoice. 
  

  To date, ********* has not been able to verify, either through testing or photographic evidence, whether any water was present in the complainants vehicle or in what quantity. The third-party company which performed the maintenance also advised ********* that no high water was identified in the tanks during their inspection.  In addition, ********* has not received any claim from any other customer for damage resulting from bad gasoline which would be expected if high water was present in the tanks. 
  

  Although ********* recognizes that the complainant is upset in this matter, the company has respectfully denied this claim.  
  

  Thank you.  

  Customer response

  08/02/2023

  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 have attached an email from the people who performed the test on that date. The specifically say what is in the gas. This proves that the insurance company in lying! The insurance company should be investigated, fined, and shut down.
  
  Regards,
  
  *****************************

  

  Business response

  08/15/2023

  Unfortunately, it appears that ********* is unable to provide an explanation that is satisfactory to the complainant.  Please understand that ********* denied this claim based primarily upon its interview with the independent maintenance company that physically inspected the subject tanks on 3/7/23.  That representative advised ********* that a small amount of water was identified in the tank, but that amount was normal and would not have altered the formula of the gas.  Although the complainant provided an email from the repair facility, no testing results or photo documentation of contaminated gasoline was provided to ********************* Bend respectfully maintains its denial in this matter.

  Customer response

  08/15/2023

  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 have attached proof the city inspector view the facility water alarm and it showed high amounts of water. The inspection also shows the company named in the paperwork came to remove water from the gas station tanks. I suggest the insurance company be shut down for unethical practice and be fines. I suggest an investigation be opened.
  
  Regards,
  
  *****************************

• Initial Complaint

  03/08/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Filed a claim in March of 2022 after major storm had caused some damage to my home. Due to the size of the storm many homes were affected and delayed the repair/replacement of damaged things. We were able to get the roof, gutters, downspouts, and skylights replaced timely. The garage doors had a much longer window of waiting (2/2023). While waiting I was instructed to get quotes for garage doors and submit them to my agent. I was also instructed to pay for them and the insurance company would reimburse me what I paid less the deductible upon producing a completion of work invoice. Upon providing that to the company I was expecting to receive full compensation for the doors less the deductible. Initially the company agreed to only pay $2,029 for the doors in my initial claim. My quote from the garage door company came in at $6,720. I submitted this my agent and he approved it. Fast forward and the amount of the compensation was only going to be $2,676 from insurance. The rest of the claim aside had been taken care of for MONTHS and the only outstanding thing was the doors. The math: I spent $6,720, the claim had $2,029 listed initially for the doors and if they pay me only $2,676 that total is $4,705. This leaves me having spent $2,015. My only out of pocket was to be the deductible of $1,000. My agent is using numbers from quotes and appears to not see the math I see and is not acknowledging the error.My goal is to pay the deductible as I completely understand that as an expectation of all insurances. My agent hasn't gone back for a deeper look at the invoices, but I did, and I would like proper research and proper payment for what I thought was an easy "you pay first we'll pay you back" situation. Right now I feel like since I already paid for it my agent need only show me a bunch of numbers and say "don't you see?" When they haven't acknowledged any of my research or concern. Claim #AP17260

  

  Business response

  03/14/2023

  Thank you for bringing this complaint to our attention. Upon receipt of the complaint, ********* thoroughly reviewed the claim file in its entirety.  During our review,the company discovered that an invoice for repairs to the insureds damaged skylights had not been submitted to ********* and was therefore omitted from the overall settlement amount.  We believe this accounts for the difference between the insureds and West Bends calculations.
  
  ********* has now issued payment to the insured for this repair, and we are confident that this claim has now been resolved to the insureds satisfaction. 
  
  ********* regrets any confusion in this matter and the company appreciates the insureds ongoing communication and cooperation toward resolution of this claim. 

  Customer response

  03/14/2023

  [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

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 8th my car was declared totaled by the insurance. I was told they would pay for my rental car for one week after my total, so my rental would end on November 15th. I tried calling to finalize my settlement on 11/9, 11/10, and 11/11, with no answer, or no returned phone call. This slowed down the process of me getting my insurance money to get a new car, and look up the rental car time. I finally got a hold of someone on 11/14 and finalized the settlement. I asked for extension on the rental car since it was out of my control that no one was able to help my, but I was denied. I was left without a car, and paying out of pocket for a new one.

  

  Business response

  11/22/2022

  Thank you for bringing this complaint to our attention.  ********* takes complaints to the BBB seriously and we are committed to resolving such consumer complaints to the best of our ability. 
  
  As background in this matter, ********* insured the vehicle of the complainant.  On 10/27/22, the complainant was involved in a motor vehicle accident in which the vehicle was ultimately determined to be a total loss. 
  
  West Bends insurance policy provides rental coverage when a vehicle is damaged beyond repair.  The rental coverage provided by ********* is not unlimited, but rather covers rental costs for a reasonable amount of time for the insured to replace the vehicle. In this case, West Bend authorized rental coverage through 11/15/22. 
  
  After receiving this complaint, ********* has reached out to the complainant, although a representative has not yet been able to speak with the individual.  ********* will continue to work toward a mutually agreeable resolution to this complaint. 
  
  Thank you for your consideration. 

*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. ↩