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Business Profile

Risk Management

Avalon Risk Management Insurance Agency LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Risk Management.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/03/2025

    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.
    Since September 2023, Avalon Risk Management has refused to release our bond collateral of $400,000. Despite multiple attempts to communicate and resolve the matter, they have ceased all communication with us, leaving us without any recourse. The collateral in question is related to Collateral Return - Alpha Guardian - ****** Safety (82-219818600).Steps Taken to Resolve the Issue:1.We have made repeated attempts to contact Avalon Risk Management via email and phone regarding the return of our collateral.2.Despite our good-faith efforts, Avalon Risk Management has not responded or provided any justification for withholding our funds.3.The lack of communication and refusal to release the collateral has caused undue financial harm to our business.

    Business Response

    Date: 02/05/2025

    Dear ******************* acknowledge receipt of the complaint. We will investigate and revert.

    Sincerely,

    *** *******, Corporate Counsel

    Customer Answer

    Date: 02/12/2025

     
    Complaint: 22894827

    I am rejecting this response because: They have had plenty of time to refund us our money and have not. The only response we have had was recently right after I summited a complaint to the BBB where they say they are out of office and unable to participate on a call. Avalon holding two separate bond collaterals of 200k each (400k total) and not being able to participate on a call with us is unacceptable. The first 200k should've **** refunded, their is no reason or proof on why they are holding this money.

    Sincerely,

    ****** Security

    Business Response

    Date: 02/12/2025

    The Surety responds as follows:

    The Surety did more research into Alpha Guardians file and realized their bond terminated with on 1/31/25. The Surety will have to wait until Customs & Border Protection (CBP) liquidates all entries before the collateral can be returned.                  

    The $400,000.00 USD in collateral the Surety holds for Alpha Guardian dba ****** Security Products / 82-219818600 cannot be returned at this time as there are three outstanding bond periods totaling $450,000 that consist of unliquidated entries. Since their bond terminated with on 1/31/2025,collateral cannot be reviewed for return until total exposure drops below total collateral held or $400,000. Please note, there is an entry showing as outstanding on the attached stacking report pulled from CBP, although the entry is showing signs of cancellation, therefore it was not included in our total exposure calculation.  A bond period is not considered closed until 90 days after CBP liquidates all entries within the bond period. Until that point, an entry can be reliquidated and a claim or increased duty bill can be issued. There is a six-year statute of limitation for which *** can assess a claim after an entry is made, although we consider a bond period closed after the 90-day liquidation period ends.

    During previous discussions with this importer, the Surety reviewed financial statements for supportiveness of their open exposure. Please note, their bond was active at that time. Once a bond terminates with the Surety,collateral must remain on file regardless of financial standing until CBP liquidates all entries.

    Customer Answer

    Date: 02/26/2025

     
    Complaint: 22894827

    I am rejecting this response because: 
     am rejecting this response because of the following proof (attached) we have of that entry being cleared. 

    The entry 92J34326393 was rejected by **** , some wooden pallets were found non in compliance with the **** 15 marking, the whole shipment was rejected by **** and returned to ******. The entry was cancelled with CBP, so the liquidation did not occur in this entry. See attached entry cancellation documents and the In bond we did to cancel and export the entry to *******
    Below the report of the ACE system showing the Entry Cancelled status.
     


    Sincerely,

    ****** Security

    Business Response

    Date: 02/27/2025

    We acknowledge Complainant's most recent rejection. We will review the documents submitted and will respond accordingly.

    Customer Answer

    Date: 03/04/2025

     
    Complaint: 22894827

    I am rejecting this response because: I still have yet to receive a response and it is about to be a week.

    Sincerely,

    ****** Security

    Business Response

    Date: 03/04/2025

    From our Underwriting Department:

    The $400,000.00 in collateral is not being held because of entry #**J34326393. This is the entry Complainant recently sent cancellation documents for. We are not considering entry #**J34326393 open. Complainant have currently three other open bond periods totaling $450,000.000 in liability to the Surety. That is the reason why collateral cannot be returned at this time.

    Also see attached e-mail string .pdf explaining why no return is yet forthcoming.

     

    Customer Answer

    Date: 03/10/2025

     
    Complaint: 22894827

    I am rejecting this response because: The last bond we had in place on Dec 1st 2024 started at $200k but was lowered to $50k. We should've gotten $150k back but instead the 50k was just added to the 200k for a total of 250k. Not only does that math not make sense but the bond was only in place for 2 months after you dropped us on January 31, 2025.

    Sincerely,

    ****** Security

    Business Response

    Date: 03/17/2025

    We looked into Complainants latest submission to the BBB.We stand by our original decision to retain the collateral pursuant to the provisions of the Collateral Agreement that Complainant executed. Our Underwriting and Regional offices have explained to Complainant on numerous occasions why the collateral cannot be returned at this time. We will not repeat those explanations here as it would be redundant. It appears to us that the Complainant is using the BBB to exert commercial pressure to make us reconsider our position; that will not happen. We consider this matter closed.
  • Initial Complaint

    Date:11/22/2023

    Type:Customer Service 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.
    This business is suppose to be a surety company. The way they work is they will refuse to answer phone calls and/or call you back. Therefore FMSCA is allowing they to provide surety insurance yet their strategy is to never answer or call back. Review ratings all the same. I've also started a FMSCA complaint

    Business Response

    Date: 11/27/2023

    Dear Sir/*****,

    Other than the allegation that our company does not answer or return calls, the complainant does not provide specific information to enable us to investigate and respond. It would help immensely if he can provide us with, for example, any of the following-- a claim number, bond principal or bond number. A brief narrative of his claim that caused him to contact us will likewise be helpful.

    We will be able to respond accordingly and perhaps address his concerns after we complete our investigation. But we need the aforementioned information.

    Sincerely,

    *********************, Corporate Counsel for Avalon Risk Management **************.

     

    Customer Answer

    Date: 11/28/2023

     
    Complaint: 20907095

    I am rejecting this response because:

    Sincerely,

    We need someone at the BBB to review the number they list on the ***** (attached) Please try calling it. They refuse to pick up. We can not provide a claim number or any information because they refuse to answer the number they post on a government website. We have left multiple messages but they refuse to call back. Until this was filed along with a ***** complaint they replied. What this company is doing is posting a number to pretend to offer claims yet never allow anyone to actually file a claim unless it is escalated in a process like this. 

    We would like BBB to call and see if anyone answers. You will see the shady business practices this company runs under. I assume they do this to weed out a lot of people who wont escalate it to provide what they are legally required to provide which is insurance. 

    Obviously, asking them they will deny it. We ask someone at BBB to call the number on the website to see for themselves. A lot of people are losing out on money because they won't respond to insurance claims. I assume this is in conjunction with the people they are insuring so they don't have to pay out. 

    Business Response

    Date: 11/28/2023

    We understand that someone from our ********************** contacted and spoke with ************** earlier today. As such, we trust that this concludes this matter. Our apologies for any inconvenience. If ************** happens to have claims in the future, he can e-mail us at **************************.

    Sincerely,

    *********************, Corporate Counsel

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