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:02/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ** ***
  
   
  Elevate totaling approximately $3734.29. The calculation is as follows ($4377+$360-$1002.71=$3734.29). I have left countless messages for the *** handling our claim with Elevate and she is continually unavailable now. I have also filed a claim with the ************************.

  

  Business Response

  Date: 02/20/2025

  Good afternoon, 

  After reviewing our records, we reflect that this customer was fully taken care of by and accepted payment from their dealership, Autohouse, and received a refund check from us in the amount required, which was sent to this customer immediately. This fulfilled our obligation to the customer, and makes this complaint no longer valid. 

   

  Appreciate your time, 

   

  The Ascent Team

   

• Initial Complaint

  Date:06/19/2024

  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.

  I called the *********************** and they told me the following: It is a Nebraska law that police will not be dispatched to a non-injury collision. They will also not issue a police report. All non-injury collisions are directed to the ********** of *************** in which a police report would not be filed and no one would go to the scene. There were no criminal acts involved in this collision and it is 100% impossible for me to obtain the police report. Our Administrator or Us (where applicable, see State Disclosures). The Administrator will not obtain this information for You. A Benefit request must be submitted and all required documentation provided to the Administrator within ninety (90) days of settlement by Your Primary Carrier. " I explained that NE police officers do not come to the scene for non-injury accidents. She said they needed to have a police report to make sure we were not involved in any felony activity. Both vehicles involved were drivable. The accident was due to icy conditions, and our vehicle slid into another vehicle. I asked to speak with someone else and was told there was no one else I could talk to. I provided all of the required documents. We have insurance, and according to their policy, our claim should not be denied because we do not have a police report. ******* refused to help me and repeatedly told me her decision was final and would not approve our claim.

  

  Business Response

  Date: 06/20/2024

  To Whom It May *************************************** to our Loss Documentation procedures outlined in our contract under Section 1, the customer is required to provide all necessary documentation for their *** claim. Despite several opportunities, the customer has been unable to produce the requested police report.
  
   
  
  As stated in the contract: "Any additional reasonable documentation requested by Our Administrator or Us (where applicable, see State Disclosures). The Administrator will not obtain this information for You. A Benefit request must be submitted, and all required documentation provided to the Administrator within ninety (90) days of settlement by Your Primary Carrier. If You do not have primary insurance coverage in effect on the Date of Loss, the Administrator must receive this documentation within ninety (90) days from the Date of Loss. No Benefit will be waived under this Addendum if this documentation is not provided to the Administrator within this stated time period. Reasonable access must be provided to the Covered Vehicle for inspection if required."
  
   
  
  This requirement is in place due to the claim exclusions listed under Section 9, which state: "When a Constructive Total Loss may reasonably be expected to result from intentional or criminal acts of a Customer/Borrower or their permissive user while committing a felony, including but not limited to DUI/DWI, or while seeking to elude lawful apprehension or arrest by a law enforcement official. No Benefit will be waived until the charge has been dismissed or adjudicated not guilty."
  
   
  
  Without the police report, we have no means to verify the circumstances surrounding the claim. Therefore, the *** claim has been closed due to lack of documentation. Despite several attempts to explain this to the customer. We are simply asking the customer to adhere to our guidelines for this claim.
  
   
  
  Thank you for your time.
  
   
  
  Sincerely,

  The Ascent Team

  

  Business Response

  Date: 06/20/2024

  To whom it may concern,
  
   
  
  According to the ******************* of **************** website, if a crash is not investigated by a law enforcement officer, state statute requires every driver involved in a crash resulting in injury, death, or estimated damages equal to or exceeding $1,500 to the property of any one person (including the driver's property) to complete and submit a confidential ************* Vehicle Crash Report within 10 days following the crash. Drivers involved in crashes where an Investigators Crash Report is completed by a law enforcement officer do not need to complete a crash report.
  
   
  
  Please note that the customer has not informed us of the submission of this report, nor do we have any evidence that it was completed. We will need evidence of this report before we can proceed with any re-evaluation of the claim.
  
   
  
  Thank you for your attention to this matter.
  
   
  
  Sincerely,

  The Ascent Team

  Customer Answer

  Date: 06/21/2024

  Ascent denied my claim due to lack of police report. I was told its because there is information in the report they needed to ensure there was no criminal or felony activity. A DOT report would not give them this information.
  

  There was very minimal external damage to either vehicle. 
  

  Now they are requesting something different which would not show evidence of any criminal activity.