Complaints

This profile includes complaints for Farmers Insurance's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Farmers Insurance

  6301 Owensmouth Ave Woodland Hills, CA 91367-2216

• 

  Masterpole-Murphy Agency Inc

  1524 West Fayette Syracuse, NY 13204

• 

  Farmers Insurance

  445 Electronics Pkwy Ste 200 Liverpool, NY 13088

• 

  Hutchins Agency LLC

  7510 Porter Rd Niagara Falls, NY 14304

• 

  Grabinski Insurance Agency

  2 Western Ave Ste 592 Marlboro, NY 12542

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:07/20/2022

  Type:Billing 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 was charged twice for June ***** I paid ******* by credit card on ******* and then received a double charge in my bank account on ******** This resulted in *** in transfer fees from my bank to cover this unexpected charge.
  
  I opened a chat on your site with *******. on ******* and explained the issue. Unfortunately, I was told that payment was not made before the required ***** window. However, this is incorrect as my payment was ******* and my due date was ******** I was also told that I somehow paid again for ******** However that is also incorrect because ******* was already paid during the prior month and the previous plan was no longer showing in my account. The payment on ******* was made by selecting that date and the exact payment shown. Also my due date showed ******* and did not reflect a double payment which may reflect further errors in your system.
  
  I received a check by postal mail in the amount of ******* around ******* However, this amount does not include the *** in transfer fees charged by my bank to cover the unnecessary and unexpected double charge in my bank account by your company on ******** I also previously emailed a document to the accounting department per instructions received in the chat on June **** and July 10th that showed that the two following expected charges would have been covered by the balance, if not for the double charge. ******** before double charge, ******* + ******* ********* I did not receive a response to either email. Please refund the *** in bank transfer fees.

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/07/28) */
  To Whom It May Concern:
  
  Thank you for notifying Farmers of the concerns presented to the **********************. We appreciate the opportunity to respond to this inquiry.
  
  Records reflect that the consumer remitted her ******** payment using our website. Unfortunately, when entering her policy number, she applied the payment to her prior term. Had payment been applied to her renewal term, the subsequent draft would not have occurred. As a result of our findings, while we acknowledge the consumer's frustration, we are prevented from honoring her request for reimbursement.
  
  We thank you for your time and attention to this matter, and we apologize for any inconvenience this matter has caused. If we can be of any further assistance, please contact us.
  
  
  Consumer Response /* (3000, 7, 2022/07/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This response is incorrect about my entering a policy number. First of all, anyone who uses the online payment system knows that you cannot enter or change the policy number. This is not an option as the policy number is static. The current policy number automatically shows upon login. Then you can select the option to make a payment. There is also a dropdown box to select the current payment. I selected the payment of ******* in May as the last payment of the prior plan. Once paid that payment amount and plan disappeared from my account, replaced by the next plan and payment. Second, two policy numbers never show at the same time. There is always only one policy number, it is not possible to select one or the other. Third, my monthly payment amount increased as the policy changed. If I had done as the responder claimed, I should have paid ******* again which was May's payment. Even if I had the ability to select the prior or renewal plan, I could not have selected the old policy number and still have the new payment of ******* available to pay. These three reasons show that it was impossible for me to select the prior term. I am not to blame for this double payment. If it was applied to a prior term, then it seems to be an error in Farmers' system and I should not be the one to pay for that error. Anyone with access to a *************** West account can visit their account and realize the truth in my explanation in a minute or less. The only frustration I have is being blamed for an error that was impossible for me to make based on the user interface setup.
  
  
  Business Response /* (4000, 9, 2022/08/03) */
  Please accept our apology. As the consumer indicated that she remitted her installment through her *************** account and not as a one-time payment, it should have been applied to her renewal term. We are currently investigating. As a result, we are honoring her request for reimbursement. The consumer has been advised of same.
  
  
  Consumer Response /* (2000, 11, 2022/08/18) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Farmers************* took a closer look at my complaint which resulted in reimbursement of fees. I appreciate them readjusting their response based on the facts of the situation.

• Initial Complaint

  Date:07/20/2022

  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 had insurance through my employer and once I quit, Farmers didn't send me a bill. They just sent me emails saying they would cancel my policy if I didn't pay. How can I pay them if they don't tell me how much to pay'! They only gave me a log in button on the email WHICH NEVER WORKED. I emailed them about this problem and they wanted my account number, which I provided in a screen shot. They said it wasn't there and asked for another screen shot. I gave them plenty of screen shots, and they have refused to answer my email and help me. Instead, they cancelled my policy. I want to pay them but after how badly I've been treated, I don't feel they deserve any money. I will still pay because I'm a responsible person, but THEY HAVE TO TELL ME THE AMOUNT DUE AND WHERE TO SEND IT!!!

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 5, 2022/07/21) */
  July 21, 2022
  BBB of Los Angeles and Silicon Valley
  BBB Case Number: XXXXXXX
  Complainant: **** *********
  Policy Number: XXX-XX-XXXX-X
  Policy Types: Auto and Home
  Dear Sir/Madam:
  I acknowledge receipt of your correspondence dated **** *** **** and received in our
  office on **** *** ***** It has been forwarded to my attention for investigation and reply.
  Please be advised that we are responding directly to Ms. ********* regarding her
  concerns.
  Thank you for the opportunity to address this matter.
  Kindest regards,
  **** ** ****** ***
  Corporate Analyst
  Corporate ******** Care Team
  ******************************

• Initial Complaint

  Date:07/19/2022

  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.

  On *** 2, **** I called Farmer's Insurance to cancel my auto and home policies. On the call was a representative from Farmers and a representative from Allstate (who I was moving my business to). We confirmed that *** ** **** would be the cancellation effective date. I received a policy cancellation document that confirmed the cancellation ********** as well as a *** with confirmation letters (also attached). I was told there was a credit of *** for the auto portion and ****** for the home. Instead, at the beginning of June I received a collection notice for ****** from Farmers! I tried to call their ******** service and emailed with no response. I paid it because I didn't want to ruin my credit (although I have now been told that the fact that I paid DOES ruin my credit!). A few weeks after that, at the beginning of July, I received another bill, this time for my Home Insurance! Again, I tried to call and send messages.
  I finally got a response on July 18th by email. In that email (also attached) the agent explained why I was billed for the auto (although did not explain why it went to collections!) and also confirmed that I had cancelled my policy as of *** **** However, the agent who original canceled he policy (from the call on the 2nd) had forgotten to cancel the ******* policy! Why would I cancel my policy and move to a new insurance company but NOT cancel the renewal?! In essence the Farmer's agent was blaming me for their mistake. This new agent now credited my account and resent another cancellation document. BUT the policy is still listed online with a renewal date of *** *** ******* They still owe me the original ********** I also would like them to fix my credit report as the auto amount should never have gone to collection.

  Business Response

  Date: 07/29/2022

  Business Response /* (1000, 5, 2022/07/19) */
  The ******** has been contacted directly to resolve her issues. Please close the file. Thank you, ***** ********
  
  
  Consumer Response /* (3000, 7, 2022/07/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I received an email stating that everything had been fixed, however the website still shows I have an active account and the ******** service automated account info states I have an account. When I receive a formal letter and when i see that the account truly is cancelled from the system is when I'll agree to close this case. The screenshot of the webpage is attached (taken today July 20th at 9:45am EST). The email from Farmers stating everything is fixed is also attached-but I've learned to not take their word; I need to see it completed!
  
  
  Business Response /* (4000, 11, 2022/07/29) */
  We have resolved the customer concerns with her directly. Please close the file, Thank you, ***** ********
  
  
  Consumer Response /* (4200, 13, 2022/07/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This case can be closed, but I don't accept the response. The ******** service department stopped communicating with me over a week ago. No one helped and the account was still active online until today. t seems that the only one that was able to get the policy removed from the website was me. Today I called the Farmers web team, who confirmed that the home policy was still active on the website. After my insistence, the web team member put me on hold while they reached out and spoke to someone at ******** service to confirm cancellation. The member of the web team, once he got that confirmation finally deactivated the account while I was still on the phone.
  
  There was no reason I had to chase this for three months. There is no reason why when I filed this complaint that the Farmers team couldn't contact their web team and have them deactivate the account especially when I explained that it was still active on the webpage. Instead I was ******** ******** and called a ***** There is no reason that I had to do all of this myself. Horrendous ******** service. *********** What's worse is that the refund check arrived ... and it's the wrong amount, which proves no one really look at the records or truly update the cancellation date to May 9th (as they promised).

• Initial Complaint

  Date:07/19/2022

  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 was suppose to have a policy stopped by the agent who took over my ex husband's books with Farmers. I had a 10 year life insurance policy that I didn't want renewed after the 10 years. I thought it was resolved and it is still being taken out of my account. I even emailed the agent recently. I'd like a refund for the 2 years plus I have been paying on a policy that was suppose to cancel. I even recently signed again documents yet still being charged. Please see attached proof and emails. Please let me know if I need any other supporting documents. Thank you!

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 5, 2022/07/26) */
  Please see the attached response letter. Also note the letter to the ******** is being sent out today **** *** ***** via **** and to please allow time for delivery.
  
  
  Consumer Response /* (3000, 7, 2022/07/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I haven't received any response yet from the consumer nor did I receive any calls. I would like a refund and the policy stopped as I have requested that several times before. Thank you
  
  
  Business Response /* (4000, 9, 2022/07/27) */
  Please see the attached response letter.
  
  
  Consumer Response /* (4200, 11, 2022/08/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  To Whom It May Concern,
  
  I feel that a refund is valid. My previous insurance agent wrote a letter on my behalf. I was told that the insurance term would end after 10 years. *** ******** took over the books for my old insurance agent. If I was told it was going to stop after 10 years then I believe I should be refunded. I was told it would end after the 10 year term. I have canceled it previously yet I was charged another month. If I need to take further action I will do so Could you please send a copy of the policy that stated that I wanted to renew past the 10 year term I agreed to? Did I sign and agree to the terms past the 10 years? I didn't agree to any of that and would like proof to be sent.
  
  Thank You,
  *********
  
  Consumer Response /* (3000, 17, 2022/08/19) */
  Please add this to my complaint thank you!
  
  
  Business Response /* (4000, 19, 2022/08/29) */
  Please see the attached response letter and note the response to the customer is being sent via **** August 29, 2022. Please allow 10 business days for the customer to receive our response

• Initial Complaint

  Date:07/19/2022

  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 sold my vehicle in ******** of **** tried to cancel and remove vehicle off ******* Provided them proof of the vehicle being sold and I have called several times for my ****** and I continue getting the run ******* I asked to speak with a supervisor and they told me one will call you back in ** hours.

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 5, 2022/07/21) */
  **** *** ****
  *** *********************************
  *** Case Number: XXXXXXX
  Complainant: ****** ****
  Policy Number: XXX-XX-XXXX-X
  Policy Type: Auto
  Dear **********
  I acknowledge receipt of your correspondence dated **** *** **** and received in our
  office on **** *** ***** It has been forwarded to my attention for investigation and reply.
  Please be advised that we are responding directly to Ms. **** regarding her concerns.
  Thank you for the opportunity to address this matter.
  Kindest regards,
  ******* ****** ***
  Corporate Analyst
  Corporate ******** Care Team
  *******************************

• Initial Complaint

  Date:07/19/2022

  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.

  Company charged me 6 months worth of full coverage on a vehicle that I totalled in December. Won't refund me the full amount. Pushing me off because they are a major company. I'm being taken advantage of.

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 5, 2022/07/20) */
  **** *** ****
  BBB of Los Angeles and Silicon Valley
  BBB Case Number: *******
  Complainant: **** ******
  Policy Number: *************
  Policy Type: Auto
  Dear Sir/Madam:
  I acknowledge receipt of your correspondence dated **** *** **** and received in our
  office on **** *** ***** It has been forwarded to my attention for investigation and reply.
  Please be advised that we are responding directly to*********** regarding his concerns.
  Thank you for the opportunity to address this matter.
  Kindest regards,
  **** ** ****** ***
  Corporate Analyst
  Corporate ******** Care Team
  *******************************

• Initial Complaint

  Date:07/18/2022

  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.

  After receiving employer benefit info on car insurance savings I reached out on ******* discussed in length with ******** ******* from Farmer's and left the call stating would need to speak with my husband first. In the meantime she emailed documents ***** @ ****** which prompted additional questions via email (same day 6/XX X:XXpm)., plus I clearly stating "If we are going to move forward after I receive the responses to my questions - what is the process?"
  Didn't receive a response and emailed again (same day ****** requesting responses so we could move forward. On ******* dcvd email providing her cell#- then on 6/14 stating she finally saw ALL of my message and asked if she could call me. I was very busy as I was preparing to go on vacation so calling her wasnt an option. I emailed her again ****** explaining my situation - vacation - busy at work - plus reminding again I needed answers to my questions plus voiced ******* for not getting email responses. I stated in that email that I would put everything on hold until after I return from my vacation. I also called her on 6/14 and left voicemail- never received a call or email. Returned from vacation and received Policy info in mail - requesting my signature to auto debit my pay - that prompted me to review my last period (6/24) which showed been debited ******** Immediately called Farmers - ****** -gave all the above info -was provided an email (**********************************to send info on this non-authorized debit, plus ensured policy was cancelled. Called *** to check status - informed had no emails from me - so resent from personal email as previous sent from work email. Received email confirmation from both stating emails received - so unsure why no record. Received mail 7/8 requesting signature to continue auto debit. Called twice to check status unable to get through. I have had no communication from anyone (email or mail). This is obvious fraudulent transaction - have supporting emails. Need refund

  Business Response

  Date: 07/26/2022

  Business Response /* (1000, 6, 2022/07/20) */
  We have contacted the ******** directly to resolve her issues. Please close the file. Thank you , ***** ********
  
  
  Consumer Response /* (2000, 8, 2022/07/18) */
  Well despite the fact there was no communication indicating they received my information or was going to act on it - I received in the mail today the notice they cancelled my insurance policy and refunded me. So no need to pursue this further. My only feedback is to provide some form of communication prior to sending via the mail to avoid the assumption of being ignored. Thank you!

• Initial Complaint

  Date:07/18/2022

  Type:Order 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.

  On ****** I called and asked to cancel my auto insurance as of ********** This was due to the fact that I had been ******* ****** and asked for many supervisor call backs due to a sudden *** dollar raise in insurance without explanation and no one called me back. Representative told me to email my new *********** page that shows I've had insurance as of ******* to ********************************** I did that and a few days ago, I received a payment due and policy cancelled due to non payment.
  I don't deserve this treatment and I would like my policy cancelled as of ******* and my credit given back to me and the policy cancelled for the right reasons. And all the **** ********* I spoke to could use some coaching.

  Business Response

  Date: 07/21/2022

  Business Response /* (1000, 5, 2022/07/20) */
  **** *** ****
  BBB of Los Angeles and Silicon Valley
  BBB Case Number: XXXXXXX
  Complainant: ******* *****
  Policy Number: XXX-XX-XXXX-X
  Policy Type: Auto
  Dear Sir/Madam:
  I acknowledge receipt of your correspondence dated **** *** **** and received in our
  office on **** *** ***** It has been forwarded to my attention for investigation and reply.
  Please be advised that we are responding directly to **. ***** regarding her concerns.
  Thank you for the opportunity to address this matter.
  Kindest regards,
  **** ** ****** ***
  Corporate Analyst
  Corporate ******** Care Team
  *******************************
  
  
  Consumer Response /* (2000, 7, 2022/07/21) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:07/18/2022

  Type:Order 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.

  On June 23rd I received a refund check from Farmers Insurance stating that my homeowners insurance had been cancelled as of ****** due to non-payment. I immediately contacted the bank (mortgage holder) and spoke to *****. She told me that not only did she send a check for the total of **** from my escrow account weeks before it was due but she also received a notice stating that the payment was due. She spoke with multiple people at Farmers and they could not locate the first payment that she had sent, she also had proof that it was cashed. So, in good faith, she sent a 2nd payment of **** to them, again, before it was due on ******* I contacted Farmers and spoke with multiple people demanding that my insurance be reinstated backdated to the ****** date. NO we cannot do that, I can take out a new policy. No, I do not want to take out a new policy, my policy has already been paid TWICE. Before I hung up I told them I'd be getting insurance elsewhere and I did just that within the next hour on ***** Upon opening my mail last week I find a packet that's titled "Home Insurance Reinstatement" dated ***** Apparently, they found that 2nd payment they received however, I've already gotten insurance elsewhere and my bank has already paid for that new insurance. For the past week I've been demanding my money back but the only response that I received was that I had asked for it to be reinstated. It didn't include the multiple people that told me NO or the fact that I told them I didn't want a new policy, I would get insurance elsewhere. I've received *******, they refuse to cancel AGAIN, my homeowners insurance and they are refusing to refund my money in the amount of **** that they received twice before they cancelled it in the first place. My bank has also been in contact with them and have told me that this is not the first time this has happened and they are trying to take legal action against Farmers. Notice on the attachment that it says payment made on CLOSED ACCOUNT.

  Business Response

  Date: 07/27/2022

  Business Response /* (1000, 5, 2022/07/21) */
  To Whom It May Concern:
  
  Thank you for notifying Farmers of the concerns presented to the **********************. We appreciate the opportunity to respond to this inquiry.
  
  It is always our intention to provide an excellent experience for our policyholders and we are sorry that this ********'s expectations were not met. We have spoken with our ******** to resolve the issue and provided an explanation of what transpired on her account. We have provided her with our contact information if further assistance is necessary.
  
  We thank you for your time and attention to this issue, and we apologize for any inconvenience that we may have caused. If we can be of further assistance, please contact us.
  
  
  Consumer Response /* (3000, 7, 2022/07/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  When I spoke with ******* on the phone she wanted proof of both checks sent to Farmers for my homeowners insurance policy before she would agree to a refund. Both check copies have been sent to her but I have received no response. I did agree to have it cancelled again as of 6/23 instead of 4/1 just to insure there was no lapse in my coverage. I'm still waiting on *******'s response with the check number of my refund but I fear that once again, I will receive *******. My escrow account with my mortgage company is now in the negative because they've paid Farmers twice and my new insurance policy once. Absolutely fraudulent business conduct by Farmers! The 2nd check in the picture was to pay for multiple accounts, including mine. The 1st check pictured is when the bank found out that they hadn't applied the payment to my account and needed another.
  
  
  Business Response /* (4000, 9, 2022/07/22) */
  To Whom It May Concern:
  
  Thank you for notifying Farmers of the concerns presented to the **********************. We appreciate the opportunity to respond to this inquiry.
  
  It is always our intention to provide an excellent experience for our policyholders and we are sorry that this ********'s expectations were not met. After the phone discussion with the insured, there were multiple correspondence emails that the ******** responded to advising that the refund check has been processed. An additional follow up email has been sent to the insured to advise the check number for the refund.
  
  We thank you for your time and attention to this issue, and we apologize for any inconvenience that we may have caused. If we can be of further assistance, please contact us.
  
  
  Consumer Response /* (2000, 11, 2022/07/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They have promised to issue a refund of my money as of 6/23/22 and provided a check number for that refund.

• Initial Complaint

  Date:07/18/2022

  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.

  Effective ********** I purchased a new auto insurance policy with another company and reached out to cancel my current policy with *************** insurance and was given the run around. I called back on ********* and again after long wait times and redirection was assured my policy was cancelled and would receive confirmation that I never received. They deducted *** payment, then deducted for June the following month after ************* I had to pay extra to have my bank block further transactions as I had already ********* the ******* Today I received mail wanting money for the past two months that I did not have their service. I called again and was on hold ** minutes, spoke to a lady that did not speak clearly and line had much static. She again ********* me that policy was cancelled and I'd receive an email. I still have not received ************ ************ and still show ******* My policy number is XXXXXXXXXX. I want this ********* and ******** ************ it's going on 2 ****** now, almost 3.

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 5, 2022/07/19) */
  BBB of Los Angeles and Silicon Valley
  BBB Case Number: XXXXXXX
  Complainant: ****** *****
  Policy Number: XXX-XX-XXXX-X
  Policy Type: Auto
  Dear Sir/Madam:
  I acknowledge receipt of your correspondence dated **** *** **** and received in our
  office on **** *** ***** It has been forwarded to my attention for investigation and reply.
  Please be advised that we are responding directly to **. ***** regarding her concerns.
  Thank you for the opportunity to address this matter.
  Kindest regards,
  **** ** ****** ***
  Corporate Analyst
  Corporate ******** Care Team
  ***********@farmersinsurance.co