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:07/26/2023

  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.

  I received tow service on February 16,2023. I paid 67.50 for a private tow to take my car from
  ****** ** to ******** **, which was about 19 miles, approximately 25 minutes. I was told by a StateFarm employee I should be able to receive reimbursement due to this being the first time I used the tow service. After pick up, he arrived two hours later and the shop was closed by that time. He claimed after my car was picked up, he had to go to **** ***** for another pick up. Please note, the tow truck was only big enough for my car. The following day I was told to email Elisa “because she handles reimbursement.” She was emailed four times without response. On April 7th I spoke to manager Isaac C*****. He sent me an email so I could send the tow receipt. He stated a check would be mailed out to me that day, he was apologetic and asked me to be patient. I followed up multiple times without response or satisfactory resolution. On Monday I received voicemail stating statefarm wouldn’t be reimbursing me. Yesterday I was able to speak to Isaac again, he transferred me to a different department. The employee I spoke to stated the refund must come directly from the branch itself. She took his information and he was supposed to follow up with me yesterday, which he did not. I am requesting my refund that was promised to me of 67.50.
  
  Also, I would just like to add statefarm is claiming ***** Tow service is “ ***** ******* ***** ****” and on 2/22/23 a claim was put in for them to be paid for the tow on 2/16 in the amount of 112.60. I would think they would obtain payment the day of as well as have the same company name.

  Business Response

  Date: 07/31/2023

  Good Morning,

  We advised the client on a generic level as an example that if she were to have funds owed to her, it would be sent back in the form of a check, but this was without us knowing the details of the claim.  When the claim department was contacted, it was much easier to facilitate this claim the way it was supposed to be handled given the details that were made available.  The tow had a distance of 20 miles and 11.4 miles were covered in the amount of $112.6 which was paid directly to the towing company.  The client is responsible for the rest of the miles out of 20 which amounted to $67.50.  There is no check to be made out to the client in this specific case.  Please let me know if there are any other questions and myself or office representatives would love to be of more help.  Thank you. 
  

   

  Kind Regards,
  

  Ardit
  B**** Agent

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

   

   

  Customer Answer

  Date: 08/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this what not the information I was given by several employees. I was promised reimbursement and told a check was be sent out by manager Issac C***** on 4/7/23. This is a bait and switch situation, and the fact that the company seems to have changed their minds after the fact I was told a check is being made to me WITHOUT follow up from a representative is unacceptable. If the employees gave me the wrong information that is on the company not me.  
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 08/01/2023

  Good Morning ******,

   

  When it comes to claims, we advise clients it's all situational and if you are due any money, it would be sent back in the form of a check.  This is what Isaac (my office manager) conveyed to you as well.  We can't promise a reimbursement on a situation we have no details over.  In this particular case the limit of the tow was reached which is why there is an outstanding balance.  Please also keep in mind all fees and reimbursements are decided by the claims department not my office because it is them who take the details in and decide what is due/owed.  This is also the reason we do not make clients any promises on payouts/receivables.  I hope this explanation helps and i hope you have a great rest of your day and week.  Please feel free to call my office with any other questions.  Thank you.

  Kind Regards,
  
  Ardit
  B**** Agent
  
  *** ***** ****** *** ***** ***
  ********* ** *****
  *** ************    *** ************
  
   

  Customer Answer

  Date: 08/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: as I stated before I was told by multiple employees from the day I received the tow on 2/16/23 I was told that reimbursement was was possible. I was told to  email Elisa Sosa which I did four separate times without response. When I spoke to the office several times I explained the situation more times than I can count at this point. Specifically when I spoke to Issac on 4/7/23 I was told that a check would be sent out. If one department did not have contact with another internally which caused me to be given wrong information that is on the company and not on me.
  

  Futhermore, it is terrible customer service for me to have to continue reaching out months about this matter rather than an employee reaching out to me with updated/ different information 
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:12/29/2022

  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.

  On Aug 13th, I requested to have the insurance on my 2008 ******* canceled since I junked it and no longer own it. I have provided as many documents as possible for the past few months, but this office refuses to acknowledge any documents sent to them and remove this service as of Aug 13th. I would like a credit for the 4 months I have been billed for this vehicle.

  Business Response

  Date: 12/29/2022

  Hi Ms. *****,
  
  My office has tried very hard to accommodate all of your insurance needs and will continue to do so.  Please understand my office does not keep any documentation or make any decisions with regards to your premiums.  This is all sent to the company for evaluation and any refunds are mailed to you after.  We have spoken with you on many occasions and have explained ourselves thoroughly every single time.  We cannot control the turnaround time of the company to review documentations provided by the client.  The turnaround time can also vary when these documentations are not submitted in a timely manner or are incorrect.   Please feel free to reach out for any questions.  Thank you. 
  
  Kind Regards,
  Ardit B***
  *** ***** ****** ** 
  ******** ** ***** 
  ************

  Customer Answer

  Date: 12/29/2022

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

  I have been dealing with this issue for months with your agency. Multiple times I was told that I needed to provide documentation, which I have on multiple occasions, but according to your employees underwriting denied it due to them unable to verify that I requested to have the insurance canceled. I was originally told by customer service that my insurance would take 2-4 weeks for the cancelation to go thru since they have to notify the agency. However, each time I speak with your agency, they have no knowledge or record yet anyone I speak to in customer service sees my request in the record. To make matters worse, no one in your agency even put in a cancelation during the past few months I've been complaining about still being billed, they just continued to ask me to provide documentation and that the underwriter continues to deny my requests. Finally this month my ******* was removed, but not backdated. 
  
  
  
  Sincerely,
  
  
  
  ******** *****