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:12/13/2024

  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.

  My car was in a 3 car collision with what appeared to be minor damage. Noblr had a problem reaching my preferred repair shop so suggested another. It took over a week to determine the car a total loss. Another few days to get an estimate on value. The tax rate was wrong and the features wrong. Then they had issues with title. They had an old title from another state. Then check didnt get sent out for several days after I was notified I would have it in 24 hours. Could not reach a supervisor

  Business Response

  Date: 12/27/2024

  Dec 27, 2024
  Better Business Bureau
  ****************************************************************************************************************
  To Whom It May Concern:
  We received your correspondence regarding ****** ******** auto claim. We appreciate the
  opportunity to respond.
  *** ****** ****** reported a three-vehicle collision loss on November 20, 2024. That same day,
  we scheduled an appraisal and provided *** ****** with a rental car. An estimate was received
  on December 2, 2024, deeming the vehicle a total loss. After correcting the tax rate and
  updating the vehicle options, the updated total loss offer was presented to *** ****** on
  December 5, 2024. We issued a payment via/electronic transfer on December 13, 2024. On
  December 16, 2025, we spoke with *** ****** who confirmed he received the payment and
  nothing further was needed. We called *** ****** on December 26th, sharing regrets the
  communication shortfalls. *** ****** confirmed he had his payment and was satisfied.
  Sincerely,
  **************************************

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22684048
  
  I am rejecting this response because:
  
  It is not an accurate description of events or our conversation. The business representative acknowledged they dropped the ball on numerous occasions.  The estimate was incorrect t, the rental car compensation was removed prior to having a resolution. The overnight mail check took five days and was eventually replaced with etf payment which I was told the couldnt do a week prior. I stated I felt that the estimate and meathodology determining the car values was flawed.
  I was not offered a resolution.  The used car listings not sales   They deducted ***** saying the dealership would need to prep the cars.  The dealers on the listing they used charged a dealer processing fee of not less than 950 in addition to the listed price.
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:08/10/2024

  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.

  Noblr was the other driver's insurer of a car accident in which I was not at fault. After reaching a settlement agreement, Noblr breached the agreement by not paying the full balance of my auto loan. Noblr erroneously sent a check to my lienholder with no information as to which account should be credited. The lienholder returned the check to Noblr. When Noblr corrected their mistake and reissued the check, they did not obtain the loan payout amount for that date. Due to interest accruing, it left a balance on my auto loan. Noblr refused to acknowledge that they were in error and pay the full balance of loan as was agreed to in the settlement. Since the lienholder would not release title, Noblr contracted with Coparts to obtain replacement salvage title as way to circumvent paying auto loan balance. The loan continued to accrue interest and be reported late by lienholder. I finally had to pay loan balance myself as I was unable to obtain new auto loan as long as previous auto loan was not in good standing. I would like to be compensated the balance of the auto loan and for my ongoing suffering due to Noblrs breach of settlement agreement.

  Business Response

  Date: 08/23/2024

  Thank you for forwarding this inquiry to our office. We appreciate the opportunity to address the matter. Due to privacy concerns, we are unable to post our response for public view; however, we have provided the attached response from Noblr Reciprocal Exchange.
  
  

• Initial Complaint

  Date:07/25/2024

  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 purchased Noblr insurance outright in may 2024. I paid over $600 for a 6 month policy. In June I added another vehicle and was charged nearly $570 to add that vehicle to the six month policy. I wasnt given the option to pay monthly for the second vehicle and was threatened with a complete policy cancellation even though the first car was already insured for the 6 month policy. No refund offered. I should have walked away then but I paid it. Now Im being billed less than a month later for $245 and being threatened with cancellation again. FOR WHAT? There isnt even a visible bill on my account that would show why they are billing me again for a policy that has been paid upfront IN FULL. After I have already paid over $1200 for a 6 month policy within the past 60 days, what could I possibly be charged for and why do I keep being threatened with cancellation when Ive paid in full? To make matters worse, my husband and I are being listed simultaneously as drivers and he is being tracked for driving a work vehicle during the week when our insured vehicle is parked at home. According to my policy documents, Ive already overpaid on the agreed upon 6 month premium with the contract fixed rate being $1,048.83 and a member surplus contribution being $52.45.

  Business Response

  Date: 07/30/2024

  Thank you for forwarding this inquiry to our office. We appreciate the opportunity to address the matter. Due to privacy concerns, we are unable to post our response for public view; however, we have provided the attached response from USAA.

• Initial Complaint

  Date:05/16/2024

  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 switched over to Noblr from Progressive due to their competitive rates and bonus glass coverage. Less than a month into my policy, a rock hit my windshield, and I called to have it repaired. The agent put in the case incorrectly, and never sent proof of insurance to safelite, who in turn charged me 1000 out of pocket. Noblr refused to help me for 8 days- directors refusing to call me back and relying on only agent information, the inflexibility to get this corrected on a moral level; their argument is the increased damage that occurred over time, despite their agent;s error and ignoring the multiple escalations from safelite, I would still have to pay the 500 deductible. Additionally, I went to USAA's side for better customer service, and ********************** is refusing to pay me back for services not provided, as well as they want 80 for early termination and future services- they refused to cancel my policy same day even with the coverage starting same day with USAA- ARGUABLY the same company.

  Business Response

  Date: 05/30/2024

  To Whom It May ****************** received your correspondence regarding ************************* claim and policy concerns. We appreciate the opportunity to respond.
  
  We completed a review of **************** glass claim and confirmed her policy included Comprehensive coverage with a $500.00 deductible. The coverage provides for chip repair; however, windshield replacement is subject to the policy deductible. When initially reporting the claim, **************** description of the damage necessitated replacement of the windshield. Subsequently, ************** elected to cancel her policy with Noblr and initiated a new policy with ******** Property and Casualty Insurance Company (********) to include auto glass coverage. Currently, **************** ******** claim is pending while we investigate coverage for the matter.
  
  We have declined **************** request for a billing adjustment as we provided coverage during the policy period prior to her request for termination of her Noblr policy.
  
  Sincerely,
  
  United *******************************  

• Initial Complaint

  Date:04/22/2024

  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.

  04/17/2024 I was involved in an accident with a Noblr insured driver. I was contacted by ****** an adjuster. He advised me that I would need to start a claim with my insurance company even though his insured driver was at fault. I advised ************** will not be going through my insurance company and that they are responsible for the repairs. ****** stated that there is a property damage limit issue and I would need to go through my insurance without even looking at my vehicle, getting a repair estimate or finishing his investigation. Noblr/****** is trying to pass the work onto my insurance because it's an easier process and harder for me to get rental coverage. I advised ************** would like to speak with a supervisor and he told me "she's just going to tell you the same thing". I advised him again I would like to speak with a supervisor and he stated "I'll make a note". How this company operates is unprofessional and unethical, I would like to have my vehicle fixed and rental covered.

  Business Response

  Date: 05/06/2024

  Better Business Bureau                                                                                                                          May 6, 2024
  *******************************************************************************************************************************

  
  To Whom It May ***************** received your correspondence regarding ************************* claim concerns. We appreciate the opportunity to respond.
  We have scheduled a courtesy appraisal on his vehicle to determine if Ms. ********* policy limits will cover the damage to Mr. ************ vehicle. We appreciate your feedback as we continually seek to improve the way we do business.
  

  Sincerely,

  
  United Services Automobile Association

• Initial Complaint

  Date:01/07/2024

  Type:Sales and Advertising 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.

  Recently, I received a bill from Noblr that was about $150 higher than normal. Which I expected a difference because we had traveled out of state via car for Thanksgiving. However, I thought $150 was a bit much. Therefore, I decided to do some digging into what may have caused my bill to be so high. Come to find out, Noblr charged myself and my husband for majority of our trips for that month. Where we were in the same car together but they were charging us as if we were both driving. I brought this to customer service who explained that I had to send all of this information just to get the information changed. Which is wildly ironic, considering they just informed me that I can physically update the trips myself so long as its before two weeks after the trip date. Why all the information needed if the company is already trusting me to update this information anyways? When I finally provided them all the information they asked for, regarding the trips from my most recent bill, they stated they had credited my account. I was credited less than $100. Which I felt was fair. However, I kindly asked them if they could look into all my other trips before I paid this bill to ensure that I had been credited for any other double charges, which they agreed too. Now theyre threatening to cancel my policy if I dont pay the $400ish by 01/08. I have since reminded them three times of their agreement to me via email. After the third time, a manager finally responded, and advised that she had went through all my trips and assured me I had not be charged double. Since they have been so uncooperative the last few days and went against what they promised me, I went to double check. I found some pretty crazy things. First, they showed several trips where I apparently had driven over a bunch of houses in my neighborhood. Second, there were 10 trips just from December 20th, I knew my husband and I took together, yet they were in our apps for different times, by HOURS, not minutes.

  Business Response

  Date: 01/24/2024

  Thank you for forwarding this inquiry to our office. We appreciate the opportunity to address the matter. Due to privacy concerns, we are unable to post our response for public view; however, we have provided the attached response from USAA.

• Initial Complaint

  Date:01/04/2024

  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 was in an accident on 12/22/2023 involving a Noblr insured driver who was given a citation for hitting the back-right passenger side. I sustained injuries. I filed a claim and was assigned a claims adjuster who have not called nor responded to my messages. My car has been at the repair shop since 12/22/2023. As a result, I rented a car for a week and have kept those receipts. I would like for my adjustor to contact me to begin the repairs for my car, provide rental and reimbursements. It should be noted that I am considering legal action. Hopefully, Noblr will provide proper service and process this claim.

  Business Response

  Date: 01/19/2024

  Thank you for forwarding this inquiry to our office. We appreciate the opportunity to address the matter. Due to privacy concerns, we are unable to post our response for public view; however, we have provided the attached response.
  
  

• Initial Complaint

  Date:04/07/2023

  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.

  I was involved in a car accident and Noblr decided that it was the other drivers fault. When the other car hit my truck not only did it scrape up the entire side of my truck but the impact also cracked my windshield. Prior to the accident my windshild had a knick from a highway pebble, the knick measured about 2mm it was about the size of an ant, you could only see it if your face was right to it.When the car hit my truck, it caused the ENTIRE windshield to crack, the cracks length was the entire length of the windshield, about 5ft in length. The body shop that I took it too agreed and fought with the inaurance company to include it in the claim. They however denied it, stating that the 5ft crack was due to a rock because the 2mm knick was on the windshield. The knick and crack were in no way related. Myself and the body shop tried to explain this several times to the insurance company but they didn't care. DESPITE the appraisal person never coming to see it in person but solely relying on photos. I ended up having to pay $378.88 out of pocket to fix the crack myself.

  Business Response

  Date: 04/18/2023

  We contacted the complainant via telephone and we addressed the concerns directly with them. In the interest of protecting the complainants privacy, we are not providing details about the conversation. The complainant may choose to share information directly with you at their discretion.
  
  Sincerely,
  
  USAA

• Initial Complaint

  Date:03/13/2023

  Type:Product 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.

  Noblr was overcharging me for months. They've owed me a sum of $569.00 since June and have failed to pay it out. I've called and emailed and they do not want to transfer the money they owe me back into my account. If I'm riding as a passenger in a vehicle, they will charge me as if I were driving.

  Business Response

  Date: 03/22/2023

  We contacted the complainant via telephone and we addressed the concerns directly with him. In the interest of protecting the complainants privacy, we are not providing details about the conversation. The complainant may choose to share information directly with you at their discretion.
  
  Sincerely,
  Noblr Reciprocal Exchange
  
  

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19589486
  
  I am rejecting this response because: 

  The funds have not been paid in full as of yet. Again, the funds have been owed for months. 9 months and counting. When a customer pays, payment is immediately received. Noblr should pay the funds back, just as quick. For a company that has 200 million in total assets, paying back funds that were overcharged should be easy, simple, and quick. 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 04/03/2023

  We attempted to reach the complainant via telephone on March 24, 2023, and March 28, 2023, but we were unsuccessful. In the interest of protecting the complainants privacy, we are not sharing the details of our review of this matter. The complainant may choose to share information directly with you at their discretion.
  

  Sincerely,
  

  Noblr Reciprocal ExchangeTell us why here...

• Initial Complaint

  Date:11/25/2022

  Type:Product 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.

  Yes, this company recently bought out by USAA they have this app that tracks your movements, which I feel is an invasion of privacy anyway but they force you to participate or else you dont get the discount or insured by them I informed them that Im a truck driver and the mileage Im being charged is not mileage Im actually driving and theyre charge me astronomical prices compared to my usage even though I sent them odometer photos to reconcile so I can actually prove that I didnt drive that amount of mileage, but continue to charge me anyway I have contacted them and peacefully tried to work it out. Basically, Im seeking a refund for the overpayment and cancel my policy. Furthermore, Im a veteran and USAA is supposed to be a pro. *************** is a shame they do business in this way. They should conduct themselves in a professional manner with honesty and transparency. I am very angry and disappointed with the services USAA.and Noblr have provided me

  Business Response

  Date: 12/05/2022

  We contacted the complainant via telephone and we addressed the concerns directly with the complainant. In the interest of protecting the complainants privacy, we are not providing details about the conversation. The complainant may choose to share information directly with you at their discretion.
  
  Sincerely,
  Noblr Reciprocal Exchange