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:24/10/2024

  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 an auto policy with Sonnet. Last year, my *** got into an accident. He was named on my policy at the time. I called Sonnet to make a claim, and I told them that it was my *** who got into the accident. ** ****** **** ****** ** *** *** *** ********* *** *** they are blaming me, and I have been rated for it* ***** ** ***** ** ***** ** **** **** * *** ********* ********** * *** **** ******** ** ** ******** ** ***** *** ** ****** ** **** ***** ******* *** ** *** ** * ******* ***. When I called Sonnet, they removed collision coverage from my vehicle, claiming that I had too many accidents. Everything was fine, though, until someone hit my car.
  Then, because Sonnet unjustly removed collision coverage, I had to look for a new insurance company. I asked them for a letter of Experience, and accidentally, they sent me one from my tenant's insurance. There is a claim on my tenant's insurance that I didn't make, and I have never claimed on my tenant's insurance. Also, I had two accident forgivenesss, and Sonnet still raised my insurance rate.

  Business Response

  Date: 25/10/2024

  Thank you for the inquiry, the customer has been contacted and a leader has been notified to address this matter directly with the customer

• Initial Complaint

  Date:08/08/2024

  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.

  Sonnet Insurance removed my Collision Insurance on a financed vehicle without my approval, and did nothing to prevent the error, or correct it. I would like it reinstated from the date it was removed. They claim I knowingly removed it during an address update. I would expect, that since they have the finance information on my record, removing Collision insurance would be a complicated process, not something that could be done accidentally while completing an address update. As an insurance provider offering online service, they have a responsibility to ensure changes to policies are clear and prevent accidents like this. ***** ******** ***** *** **** ******* ********* ** ** ******* *** ** ********* ************.

  Business Response

  Date: 13/08/2024

  Thank you for the inquiry, the customer has been contacted and a leader has been notified to address this matter directly with the customer.

• Initial Complaint

  Date:17/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Nov 27 I attempted to add my second vehicle to my insurance. Sonnet altered what I was doing to make my son the main driver. So I cancelled that within minutes. Online and called in. A couple days later it still hadn’t been changed. I have been in contact with sonnet via phone calls and their online chat 3 times a week since Nov 27. For some reason none of their employees can cancel the car insurance I didn’t want and they want to take out $729 from my bank account this month (when my insurance is $135). Every person including the manager I talked to today says it’s another department and they have sent emails to that department but no one is able to rectify their error. I am putting a stop payment on this through my bank *** **** ** ********** **** I’ve talked to about a dozen people and each one says they are forwarding it to the right people but no one can fix what sonnet messed up. There’s no reason for me to be charged this extra $600 and they have said that I’ll get it back in the end *** ** **** ** *** **** **** **** ********* * **** ***** *** **** ***** ***** Please help!!!
  
  ******** *** **** ** *** ****** *** **** Plus I called every week and was told “I understand but I can’t help u. I’ll forward the request to the right department “. And after 3 weeks I still havnt heard from the department heads.

  Business Response

  Date: 18/12/2023

  Thank you for the inquiry, the customer has been contacted and a leader has been notified to address this matter directly with the customer.

  Customer Answer

  Date: 03/01/2024

  ****** *** **** ****** ****** They removed my payment for December showing a $0 balance and $179 in January (up from my original $135). 
  But as of today they took out $729 which put my bank into overdraft. ******** ** * ********** * **** ** ** ****** ******* ** *** *** ***** 
  Please help! I don’t know what to do and no one has called me back!!!

  Business Response

  Date: 04/01/2024

  The insurer will provide their decision to the insured which will include the next step options.

  Customer Answer

  Date: 05/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  **** ** *** * ********* There’s nothing saying why I’m being charged for something that never happened and never got changed. ******* *** *********** ***** **** ***** **** *** *** ** ***** *** ** ****** *** **** ****** 
   
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 05/01/2024

  Insured will be required to follow the complaint protocol of their insurer

  Customer Answer

  Date: 17/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I have followed their “protocols” and gotten nowhere. One “manager” called me but told me this wasn’t her department. Everyone’s passing me off and no one seems to try to fix the problem they created. 
  
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 23/01/2024

  The Office of the Ombudsperson has been advised that the leader has been in contact; as there remains a disagreement over the position, our office will be completing a formal review. The customer has been notified accordingly.

  Customer Answer

  Date: 26/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have also already been in contact with the ombudsman. I was given their office info and left a message to be contacted (as of Monday Jan 22). As of Jan 27 I have not had a returned call. 
  sonnet has for a 3rd time tried to remove the $729 from my bank. When I called sonnet (again) I was informed of yet a completely different reason then the others I was given as to why I was being charged this amount. *** **** ****** **** ** ****** 
  because of sonnet I am also having issues with my bank as they want me to pay the nsf fees accumulated because of sonnet. 
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 02/02/2024

  The investigation by the Office of the Ombudsperson continues at this time. The insured has been notified accordingly regarding the complaint handling protocols and timelines of the insurer. 

  Customer Answer

  Date: 02/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This has gone to the ombudsman’s office (which I have not heard from). So nothing is rectified   
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 09/02/2024

  The investigation by the Office of the Ombudsperson is ongoing. The insured has been notified accordingly regarding the complaint handling protocols and timelines of the insurer, once a response is available it will be provided to the insured.

  Customer Answer

  Date: 13/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  this has been passed off with no communication. I’ve reached out and no one has responded. Nothing has been fixed or solved. Still ongoing 
  
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 21/02/2024

  The investigation by the Office of the Ombudsperson is ongoing. The insured has been notified accordingly regarding the timelines of the investigation, once a response is available it will be provided to the insured.

  Customer Answer

  Date: 23/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  it’s been months and nothing has happened. Jo contact with sonnet or the ombudsman 
  
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 06/03/2024

  Hello, 

  The matter is still under review by the Ombudsperson. 

   

   

  Customer Answer

  Date: 09/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  there’s been no contact or solution 
  
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 21/03/2024

  Insured has been contacted by the Office of the Ombudsperson on Monday, March 18th 2024 and been provided an update regarding next steps with their complaint. 

• Initial Complaint

  Date:17/12/2023

  Type:Customer Service 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 got into an accident on 12/06/23. It has been over a week now and I was told that an adjuster would be in contact with me in 24h. I have yet to hear a single thing from the insurance company. I have emailed and called everyday this week with zero traction.

  Business Response

  Date: 19/12/2023

  Thank you for the inquiry, the customer has been contacted by a leader to address this matter directly with the customer

• Initial Complaint

  Date:17/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Accident Occurred on Nov 7th. Contacted insurance company.
  
  I was told in January 2023 by ***** ********* that I would only have to pay my deductible of $1000. I have been going back and forth for almost a year now trying to have this cleared up.
  
  They are saying payment has been sent, but **** has not received and is now coming after me saying I could be sent to collections.

  Business Response

  Date: 18/12/2023

  Thank you for the inquiry, the customer has been contacted and a leader has been notified to address this matter directly with the customer.

• Initial Complaint

  Date:28/11/2023

  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've had a policy with Sonnet Insurance for roughly a year and a half and made sure to cover all bases when insuring my vehicle. My policy was completed online and without speaking to any representatives. My vehicle is registered and insured in ******* but the incident occurred in Newfoundland as I am here visiting until after Christmas. I recently started a claim as my back window randomly broke, I was travelling on a dirt road when it suddenly popped and shattered. I told the company I was unsure of the cause (as I have no true idea what happened) but it may have been caused by a rock chip, or could've been a fault in the rear window defrost as that was on at the time. They booked me an appointment with ******* in ****** NL, and the claim was approved with a $500 deductible under my comprehensive coverage. The repair shop booked an appointment for me and ordered the glass, only to be contacted a few days later that there was a mistake and I have a "delete glass coverage endorsement" on my policy. I called the repair company and they said that they heard from Sonnet that I deleted glass coverage. I pay $2871 yearly for my coverages and have never had any claims. If in the beginning there was such a "delete glass coverage endorsement" should I have been made aware of such before accepting the policy? As i said, I never spoke to any representatives from the company until now, and I was not aware of the lack of coverages on my account. All I'm looking for is to get this repaired as I'm currently driving around a fully covered, $40k vehicle with no back window. I am quite willing to pay the comprehensive deductible, I just want to find a way to resolve this, your help with this matter would be greatly appreciated.

  Business Response

  Date: 30/11/2023

  The Office of the Ombudsperson has been advised that the leader has been in contact; as there remains a disagreement over the position, our office will be completing a formal review.

   

  The customer has been notified accordingly.

  Customer Answer

  Date: 06/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I am now aware that there is some sort of endorsement on my policy, although this was not clearly stated when opening this policy.

  Also, it is very unprofessional that my claim has been approved for coverage, and the repair shop had ordered supplies, only to find out short notice before the repair that there would be no coverage. There should be some form of repercussions for their actions on the Handel if of this claim.

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

  Business Response

  Date: 08/12/2023

  The insured is required to follow the Complaint Protocol as outlined by their insurer. The Office of the Ombudsperson is continuing to review the complaint, and will be responding according to the timeline provided to the insured. 

• Initial Complaint

  Date:22/11/2023

  Type:Customer Service 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 express my dissatisfaction and seek resolution regarding the cancellation of my auto insurance policy # ********* through Sonnet Insurance. I have been a loyal customer for 3 years, yet the recent handling of my account has been horrible. Earlier this year, I accidentally missed a payment and quickly made a one-time payment. Later on, I missed two more payments in September and October due to a change in banks. I tried to update my payment method in September on Sonnet's website several times, but due to technical issues and a lack of confirmation, I was convinced that the change was successful. I was not worried as in the past if I ever did miss a payment, I quickly just paid it off by picking the one-time payment option, but I was not aware of Sonnet's policy that if a payment is missed 3 times, then the policy will be automatically canceled. Additionally, I never received any communication, whether by post, email, or phone, advising me of this policy or the risks of cancellation. After receiving the cancellation notice on October 23rd, I immediately paid all outstanding balances but was informed that my insurance could not be reinstated. This rigid attitude overlooks the technical issues and the poor communication on Sonnet's end. The impact of this cancellation was severe. My driving record now shows non-payment cancellation thanks to Sonnet, resulting in double or triple the amount for insurance quotes from other insurance companies. I contacted the Sonnet support team several times. On one instance, I spoke with an agent named ****. She said that the policy may be reinstated after a full-story review. However, despite follow-up no definitive answers or solutions were obtained. The last time I interacted with the support team, I was acknowledged for trying to update my payment method but was told there was nothing they could do to resolve the situation. Please help me by either removing the non-payment from my record or get my policy reinstated

  Business Response

  Date: 23/11/2023

  Thank you for the inquiry, the customer has been contacted and a leader has been notified to address this matter directly with the customer.

• Initial Complaint

  Date:01/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Requested insurer to not put renewals on policy due to increased cost. Explained I was shopping and made last one time payment on policy. Against my direction to not renew made verbally and recorded sept 26. Called October 23 to insure they didn’t charge me as my truck was already insured with different company, they ************ accounted that interaction as my cancellation date. One day after my fully paid year of policies on October 22, they ***** 715.83 going against the directions given September 26th.

  Business Response

  Date: 01/11/2023

  Thank you for the inquiry, the customer has been contacted and a leader has been notified to address this matter directly with the customer.

• Initial Complaint

  Date:18/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  8/21/2023 - I realized Sonnet hadn't taken my monthly installment, I reached out to confirm, they indicated my policy was pending cancellation as they had not received proof of primary drivers. I had sent this on Aug 13, and re-sent by email on Aug 21.
  8/25/2023 - Sonnet insurance cancelled my auto insurance policy due to a clerical error on their part - they indicated that they did not receive drivers abstracts, and confirmed that they in fact never requested them, claiming there was nothing they could do to reinstate my policy. There was a balance due of $183.
  8/25/2023 - after failing to resolve this with Sonnet to have my policy reinstated, I sought insurance coverage through *****, provided by ******
  8/30/2023 - Sonnet reinstated my policy without my approval. I went online and cancelled, and sent an email as follow up, requesting they review all transcripts between 8/21 through 8/25. They followed up indicating I owed $ $687. I again requested they review the transcripts.
  09/13/2023 - I receive a reminder from Sonnet about a pending deduction of $687 for 09/20. I follow up again by email requesting an inquiry into this. I was told to send proof of insurance elsewhere and that they may be able to back date the cancellation, but no guarantees.
  I am being asked to pay $504 more for a reinstatement and subsequent cancellation without my approval.

  Business Response

  Date: 18/09/2023

  Thank you for the inquiry, the customer has been contacted and a leader has been notified to address this matter directly with the customer.

• Initial Complaint

  Date:15/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sonnet cancelled our insurance policy without providing the proper notices and also after we had paid. We had one month left and they cancelled our policy and then illegally put a record of non-payment just because our credit card didn't process but was then updated the next day and payment went through. **** *** **** * ***** ******* *** ** ********** *********. The agent **** and said they were not allowed to provide their employee ID. After I confronted that as being a *** they decided to provide his ID.

  Business Response

  Date: 10/10/2023

  The Office of the Ombudsperson has been advised that the leader has been in contact; as there remains a disagreement over the position, our office will be completing a formal review. The customer has been notified accordingly.