Complaints
Customer Complaints Summary
- 98 total complaints in the last 3 years.
- 18 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/27/2025
Type: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.
Complaint: 23525726
I am rejecting this response because: You sent incorrect information by mail stating that the customer had no policy with you but they did and your customer cancelled the policy to avoid liability.. So at this point since you don't want to investigate your own incorrect information and faults, I will be taking legal action on ******* Towing and NARS because I shouldn't have to sit here with a damaged vehicle and no one takes responsibility for it when I'm not even at fault, I even spoke to a supervisor at NARS and he even admit that ******* Towing was at fault. Legal action will be taken because this is not right and not fair at all! What type of insurance company are you to where you allow your customers to cancel policies so they wont take fault for the damage they cause on someone else vehicle. Since I have to spend my money at small claims to get my vehicle fixed from ******* Towing and then I will also take legal action against NARS and pay what I need to pay to make this right. This is wrong on all levels, I should not be responsible for someone else causing damage to my car and no one wants to take accountability for it.
Sincerely,
***** *******ation , I kept receiving letters in the mail from this insurance company saying "We are awaiting completion of investigation into the facts of the loss, and no one was investigating anything, Basically ******* Auto repair was just saying they have evidence when they never did, then i received a letter in the mail from NARS November of 2024 informing me that ********************************* doesn't have a policy with NARS which was crazy, because if they never had an policy with NARS then why was an adjuster and a claim # and policy # created? I called and NARS adjuster informed me that ******* Towing cancelled the policy which was never said in the letter and it said something completely different, which I don't even know if that's even legal...How do you just cancel a policy when you backed into someone's car? Fast forward to now its been almost a year and my car still has damaged to the right side because of this *********** and NARS, Its not right that I have to pay for damaged to my car I didn't cause
Business Response
Date: 07/01/2025
Mr ********
We are sorry to hear about your experience and that we have not met your expectations.
NARS reviews and considers all information when making a liability decision. Based on the information provided, our liability decision remains the same. It is also our understanding you had or will be moving forward with a claim under your policy and your insurance carrier would take any necessary actions with us regarding possible reimbursement.
Should you feel your concerns have not been fully addressed, please contact your adjuster directly at **************.Business Response
Date: 07/02/2025
Mr. ********
Thank you for taking the time to share your experience; we appreciate your feedback.
Since there are no payments able to be made on this claim, we understand you have filed your damages with your own insurance carrier, Progressive.
As before, if there are any other questions regarding determination in this claim, please contact your adjuster at ************.Initial Complaint
Date:06/24/2025
Type: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 hit in an automotive collision at the fault of their semi truck driving customer and they have yet to pay for costs of damage nor communicate with next steps on repairBusiness Response
Date: 07/01/2025
We are sorry to hear about your experience and that we have not met your expectations.
NARS reviews and considers all information when making a liability decision. Based on the information provided, our liability decision remains the same and the denial will stand.
Should you feel your concerns have not been fully addressed, please contact your adjuster directly at **************.Initial Complaint
Date:06/02/2025
Type: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 April 18, 2025, my son was hit by a commercial truck owned by ********************************* (USDOT #*******). The police report clearly cited their driver at fault (**************, ** Case #**********). Despite this, we have received no acceptance of liability, no claim processing, and no communication for over six weeks.The trucking companys owner, ********, refused to share any insurance or claim information. We had to track it down ourselves. Once we found out they were insured by **********************************, we contacted their claims administrator, North American Risk Services (NARS).We were met with nothing but silence.****** *****, the underwriter on the claim, never responded to a single phone call or email. ****, one of the so-called supervisors at NARS, gave excuses and never followed up. Their 24/7 hotline *************)? Worthless.This is a blatant violation of Georgia Insurance Code 33-6-34 they are ignoring legally required communications and dragging out a straightforward claim where fault is clearly established.Since the accident, my son has been left without transportation, severely affecting our ability to work and live normally. We have filed a formal complaint with the ************** of the Commissioner of Insurance, and legal action is next.If you are insured by ****************, or filing a claim with them or NARS, be prepared for lies, delays, and stonewalling.Avoid this company like your life depends on it.Business Response
Date: 06/04/2025
************** We are sorry to hear about your experience and appreciate your *********** assured that any issues with claim handling have been addressed internally with the appropriate personnel. It is our understanding the newly assigned adjuster has been in contact with you to address your concerns and is working with you to move towards a mutually acceptable resolution of your claim. If there are any other questions, please feel free to contact your adjuster at ************.Initial Complaint
Date:05/01/2025
Type: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 is satisfactory to me.
Sincerely,
Nemanja *********paid for the repairs directly in order to avoid down time for a commercial vehicle and to reduce additional claim costs, this proposed settlement is not acceptable to us. We are filing a complaint again North American Risk Services and the insured for causing damage to our vehicle and failing to fully reimburse us for the repairs. Please, let me know if anything else is needed. Thank you.Business Response
Date: 05/09/2025
We note your dissatisfaction with the offer extended to compensate you for damages to your vehicle. The offer was extended based on information available at that time. It is our understanding the adjuster has been in contact with you and has extended that is consistent with the amount being sought, and final release documents have been sent to you for review, execution and return. If there are other questions, please contact your adjuster directly at ************.Initial Complaint
Date:04/30/2025
Type: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 filed a claim with North American Risk Services in December after an 18 ******* hit me. NARS is the insurance of the truck driver that hit me. Since this accident was 0% my fault, I was told I would get a check with the value loss for my vehicle. The claim adjuster I have been working with- ********* ******- has tried to send me my check of $2596, but I did not receive it. She also has tried emailing me a link with a payment link on two different emails, but I have not received either email. I am very frustrated with this entire process considering it has been over 5 months of dealing with this. I need to know how I can get my money, because 5+ months of this is ridiculous. Not only was this a traumatizing experience of the accident but dealing with the aftermath for months is incredibly frustrating.Business Response
Date: 05/02/2025
Thank you for taking the time to share your experience; we appreciate your feedback. Your concerns have been referred to the **************************** and are currently being reviewed. There appears to be a transmission issue with sending payment to you electronically. We understand the adjuster has been in touch with you on addressing the transmission issue to ensure the agree-upon payment reaches you. If there are any additional questions, please contact your adjuster directly at ************.Initial Complaint
Date:04/23/2025
Type: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.
Complaint: 23241986
I am rejecting this response because: there is no answer besides still pending it has been 45 days and the only correspondence with your *** is they are working and I will here back soon, when is soon? How long does this take to have a resolution? And btw my car was hit while parked by your insured if we need context of the situation.
Sincerely,
***** *****Business Response
Date: 04/30/2025
We are sorry to hear about your experience and that we have not met your expectations.
NARS reviews and considers all information when making a liability decision. Based on the information provided to the adjuster there is a potential issue with coverage. It is our understanding this information has been passed on to you by the adjuster. Pending clarification of coverage, which is being addressed, no action can be taken on your claim at this time.Business Response
Date: 05/01/2025
Mr. ****** We are sorry to hear about your experience and that we have not met your expectations and we thank you for your patience while we verified coverage on this matter. NARS reviews and considers all information when making a liability decision, one of which is verification of coverage. It is our understanding the adjuster has been in contact with you to advise coverage had been verified and that efforts are underway to secure an estimate of damages to your vehicle. If there are any other questions or concerns about the status of your claim, please contact the adjuster directly at ************.Initial Complaint
Date:03/04/2025
Type: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 have insurance with this company and have file a complaint. They have came to my home and looked over things. They have yet to contact me about fixing my roof and they are not answering my calls or responding to my emails. I pay them monthly to have insurance and I will not kindly fix any problems in my homeBusiness Response
Date: 03/05/2025
We are sorry to hear about your experience and that we have not met your expectations.
NARS reviews and considers all information when making a liability decision. Based on the information provided, our liability decision remains the same.
Should you feel your concerns have not been fully addressed, please contact your adjuster directly at **************.Initial Complaint
Date:01/21/2025
Type: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.
Complaint: 22839746
I am rejecting this response because this claim was filed in September, I have been told on multiple occasions that it is in the final stages and waiting approval. NARS does not respond to emails in a timely fashion. Even our own insurance company states that this should not take this long that the insurance company is dragging its feet. I do not want this closed until this is resolved.
Sincerely,
******** *******Business Response
Date: 01/22/2025
We are sorry to hear that our claim handling is not meeting your expectations. Be assured that any issues involving unsatisfactory claim handling have been escalated and addressed internally. NARS will continue to work diligently to resolve your claim. We understand that your adjusters unit manager has been in contact with you to move your claim toward resolution. If you feel your concerns have not been fully addressed, please contact your adjuster or their unit manager directly at **************.Business Response
Date: 01/28/2025
Ms. ******** The Unit Manager has sent the letter of rejection on this claim via email.
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