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:08/30/2023

  Type:Product 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.

  I went onto the look auto insurance site and navigated to the chat option. I asked to cancel my policy. This was done on 8/18/2023. The chat responded that I just cancel in writing and provided 2options. I could go into my local insurance office or I could print the cancellation form fill it out and email it to their email that they provided in chat. I took a screenshot of it. I printed the form. Filled it out and had it submitted to them on 08/19/2023. The car was sold on 08/12/2023. I provided them a bill of sale and proof of full coverage insurance on my brand new car beginning on 08/12/2023. Which is what they required to post date the cancellation. It told me it would take 3-5 business days to process. I never received a response from them. So I emailed them again on 08/25/2023 asking for an update on the cancellation as the 3-5 days had lapsed. Still no response. My next payment was due on 08/30/2023. I received a text telling me to pay it which prompted me to reach out via the phone which was recorded. They asked me to resend the email again them so I did. I was put on hold and when the agent came back she told me they would call me back in an hour that their email was having issues. (Not my problem). They chose not to call me back. So now it looks like I have missed my payment and owe them when In fact the policy should have been cancelled effective 08/12/2023. I paid them $322.99 down payment. Which means I should be receiving $160 minimum back from them after the "membership fees" not to mention the prorated month as I sold the car on 08/12/2023 which was 11 days into the month I already paid for. They are playing games with my money and now it looks like I missed a payment which could raise my insurance rates elsewhere. I absolutely am owed a refund and at this point there shouldn't be a cancellation fee as I've had to go through all of this just to get it cancelled and get refunded.

  Business Response

  Date: 09/05/2023

  **************** and Mr. ******************** style="font-size: 0.875rem;">Thank you for your correspondence received on August 31, 2023, and alerting us to the issue with Mr. ********* requested policy cancelation.  **************** will reach out to Mr. ******* regarding his cancelation request and refund.  
  

  Please feel free to contact with any further concerns.  
  

  Thank you,

  *********************

  USA Underwriters

• Initial Complaint

  Date:11/01/2022

  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.

  August 15,2022 I ***** ***** went to LA Insurance @ ***** W * Mile Rd, ******* ******** ***** tele: ###-###-####. I pd $327.00 for a No-fault auto policy. August 17,2022 I cancelled the policy, **** **** stated it would take 30 days for refund. I rec'd a check for $5.11 from Aspire Insurance services @ P.O. Box **** Rancho, Cucamonga CA. *****-****, I contacted **** **** regarding this and he said he had nothing to do with it. I then contacted DIFS and filed a complaint, to no avail the companies were not complying with the request for refund. They refuse to pay the refund to the point they forged my signature to a series of documents that I have never seen. I am requesting your assistance to help me retrieve my refund with interest for the time they delayed purposely and I want this act to go on their record to inform the public of their unfair doing business practice. Thanks

  Business Response

  Date: 11/02/2022

  November
  2, 2022

  
  
  

   

  
  
  

  Better
  Business Bureau

  
  
  

   

  
  
  

  Complainant:              *****, *****

  
  
  

  Complaint
  Number:     18***825

  
  
  

   

  
  
  

  To
  whom it may concern,

  
  
  

   

  
  
  

              We have received your correspondence
  dated November 1, 2022, in the matter of the Complaint of ***** *****.  Thank you very much for allowing us to
  respond. Please accept the following response to the inquiry. 

  
  
  

   

  
  
  

              Please accept the below of an
  accounting of Mr. *****’s policy refund. 
  Mr. ***** paid a total of $142.58 to USA Underwriters and a down payment
  of $150 towards his Nation Safe Drivers membership.  USA Underwriters does not retain any portion
  of the payments made to Nation Safe Drivers. Mr. ***** applied for an insurance
  policy effective on August 15, 2022 through February 15, 2023.  Mr. ***** cancelled his policy with USA Underwriters
  on August 17, 2022.

  
  
  

   

  
  
  

  Earned premium
  from 8/15/2022 - 8/17/2022 = 17.21

  
  
  

  Installment fees
  = 40.00 (down payment and 1st bill)

  
  
  

  Statutory
  Assessment fee = $ 0.31 cents (prorated)

  
  
  

  Roadside
  membership Fee = 20.00

  
  
  

  Late fee = 12.00
  (1st bill due 8/16)

  
  
  

  =Total Earned
  premium and fees = 89.52

  
  
  

  - Total payment
  Received = 142.58

  
  
  

  Credit = 53.06

  
  
  

  Mr. ***** had a
  previous balance from a prior policy# USSH-00*****6-00 for $47.95. Any balance
  owed on prior policies is paid prior any refunds are issued. We applied $47.95
  to the outstanding balance for policy# USSH-00*****6-00 and refunded the
  balance of $5.11 to Mr. *****.  As a
  curtesy to Mr. *****, USA Underwriters has issued a refund for $47.95 that was
  applied to policy# USSH-00*****6-00.  Mr.
  ***** should receive the additional refund within 10 business days. 

  
  
  

  As
  an additional curtesy to Mr. *****, USA Underwriters, on behalf of Mr. *****,
  has requested the return of Mr. *****’s Nation Safe Drivers payment.  Again, USA Underwriters does not hold these
  funds and does not issue any refund related to this membership.  Mr. ***** should receive the refund within 30
  days.

  
  
  

  We
  are unable to view the attachments submitted with the complaint online and
  cannot comment on those attachments.

  
  
  

  We
  also are uncertain as to Mr. *****’s allegations that “They refuse to pay the
  refund to the point they forged my signature to a series of documents that I
  have never seen.”.  If Mr. ***** is
  referring to his application for insurance, Mr. ***** signed the application
  electronically at the time he applied for insurance.  The application was also witnessed
  electronically by Mr. *****’s insurance agent. 
  We have attached a redacted copy of Mr. *****’s application for
  insurance.

  
  
  

              If we can be of further assistance,
  please feel free to contact us with any questions or to discuss in greater
  detail.

  
  

  
  
  

  Sincerely,

  
  
  

   

  
  
  

  /s/

  
  
  

   

  
  
  

  ***** *****

  
  
  

  General Counsel, USA Underwriters

  
  
  

   

  
  
  

  Cc: ******** Department of Insurance
  and Financial Services

  Customer Answer

  Date: 11/07/2022

  I (***** *****) am writing in regards to The Games that the Underwriters of USA, LA Insurance, and Aspire Insurance services LLC are playing. 1st I rec'd a $5.11 check from Aspire Insurance services, they were hoping I was dumb enough to cash it, which would have been an acceptance on my part, but I reported them to the DIFS, then they FORGED my signature and sent documents to DIFS to avoid paying me my refund. When I discovered they were playing FELONY GAMES WITH CRIMINAL CONSEQUENCES, I then contacted your office (BBB) and filed a complaint, and they sent you (BBB) the same FRAUDULENT FORGED DOCUMENTS. I just received a 2nd check for $53.06, so this tells me they will do anything to avoid refunding my money, even if it's a FELONY. If I sent you (BBB) paperwork FORGING a companies SIGNATURE, there's NO DOUBT in my mind that you (BBB) would report my CRIMINAL behavior to the PROPER AUTHORITIES, so I ask the question, why are they not being reported to the Proper Authorities? I sent proof of the FORGERY, and anyone who has Insurance know the Filing Agent just get the information from the customer, and within 30 days you receive the membership packet from the Underwriters to fill out and sign and send back, and this doesn't happen in 1 or 2 days. It should anger you that they think you're that dense to fall for, or accept such documents after rec'vg documents from me with my actual SIGNATURE, and initials to sight the difference in handwriting. Please, this is a well known company doing underhanded business as such, do it bother you that this may have happened numerous times, no doubt upon the elderly, Please make an example out of them for NO other businesses to even try it. My next stop will be my Congressman, Ombudsman, Senator so that I who have NO authority can put a stop to bad business. It's a long process, but you take down the dirty business 1 by 1 as it becomes known. To let this slide tells dirty business what? That their way of business is acceptable, NO WAY. You who have authority can do it much easier, but I who have none will be heard.

  
  

  Thank you for your assistance in the matter.

  ENCL: THE $5.11 and $53.06 checks sent by Aspire Insurance services, but I will not cash, cause I am not in agreement with nothing presented. I want my full refund, I owe them ZERO, and if I owe them, ask them to send you proof, not some FORGED DOCUMENTS...

  
  

  
  

  Business Response

  Date: 11/08/2022

  Please see attached response.