Complaints

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

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• 

  Gallagher

  2850 Golf Road Rolling Meadows, IL 60008-4050

  
• 

  Arthur J.Gallagher & Co.

  500 Victory Rd Quincy, MA 02171

  
• 

  Arthur J.Gallagher & Co.

  1685 Congress St Portland, ME 04102

  
• 

  Arthur J.Gallagher & Co.

  500 Edgewater Dr Wakefield, MA 01880

  
• 

  Arthur J. Gallagher Risk Management Services, LLC

  111 Washington St Quincy, MA 02169

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:08/09/2024

  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 October 15, 2024, our client, ********* ISD's school bus was hit by a drunk driver (R7 Energy Services LLC) insured under Gallagher Bassett for auto. Immediately following the accident and the safe transportation of numerous injured students, their parents, and public school bus drivers, the school bus was towed away for repair and storage by AJOKER Towing. There, the claims administrator at Gallagher Bassett approved an inspection of the vehicle. The total cost of the storage period (31 days) and the towing of the vehicle amounted to $10,040.80. After a release of claims was signed between ********* ISD and Gallagher Bassett in November 2022, Gallagher Bassett agreed, via letter, to pay the towing and storage expenses incurred by ********* ISD in March 8, 2024. The first payment was given to ********* ISD in March 2024 and only amounted to $875. Since that time, Gallagher Bassett has failed to fulfill its promise of paying the entire amount and $9,165.80 of the claim remains outstanding. Gallagher Bassett and its insurance representatives have been near-impossible to reach via phone and email and have frustrated ********* ISD, a public school district with limited resources, to the brink by expending the few resources that they have to collect the overdue payment. As of August 9, 2024, Gallagher Bassett still refuses to pay the amount of $262.80.

  

  Business Response

  Date: 08/14/2024

  Gallagher Bassett would like to thank ************ for bringing this matter to our attention.  We view feedback as an opportunity for us to improve our overall service. Gallagher Bassett recently spoke with Ms. ***** attorney and shared that at the advice of legal council and under our clients authority,no further payments will be issued as ********* Corporate executed a release of all claims. Further,  the additional charge of $262.80 was the result of the vehicle being left in storage by ********* after the claim was resolved. We encourage ************ to reach out to her attorney to further discuss. Thank you.

• Initial Complaint

  Date:08/08/2024

  Type:Customer Service 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 22 july 2024 i spoke to a case manager at gallagher basset in regards to a motor vehicle accident with their client, a ***** truck. I gave the manager all requested info, and was told they would have a claim adjuster look at my car by the end of that week. This has not happened and any attempts at contact with ******** basset are not working, emails go unanswered and calls are not returned. My vehicle still sits in a tow yard, undriveable, they have made no attempts to provide any rental car, and i am no closer to resolution to this insurance issue than i was on the accident date. The accident was on 17 july 2024, and it was the truck driver who was at fault. There is not a justification for this delay in compensation for the loss of my car, and the situation is unacceptable.

  

  Business Response

  Date: 08/19/2024

  Gallagher Bassett would like to thank ******************** for bringing this matter to our attention.  We view feedback as an opportunity for us to improve our overall service. Please be advised that Gallagher Bassett is the third-party claims administrator for ******************   We want to apologize for the lack of proactive claims handling and contact. The resolution manager reached out to ******************** on August 16, 2024 and we are in the process of negotiating a settlement for the property damage to include loss of use. We will continue efforts until the property damage is resolved. Should you have any further issues, please do not hesitate to contact us. 

  Customer Answer

  Date: 08/20/2024

   
  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,
  
  *******************************

• Initial Complaint

  Date:08/06/2024

  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 am not happy with the service. I had injury happen on my finger and the people I am dealing with are not even in the state. Im in ********. They are in ******** and ******* and theyre not responding to my emails or text messages and I want everything resolved as soon as possible. I want to make sure that I get the right compensation from my finger it will be never be the same wont be able to live play sports again and theyre ignoring me I did file a complaint with you guys not that long ago maybe yesterday I just wanted to add a little bit more to my complaint

  

  Business Response

  Date: 08/08/2024

  Gallagher Bassett would like to thank ******************** for bringing this matter to our attention.  We view feedback as a way to improve our processes.  Upon receiving this notification, Gallagher Bassett reviewed Mr. ********* file and noted that there was a change in claims handlers on his file.  The supervisor on the claim reached out to ******************** and left a voicemail message for him on his phone, and sent him an e-mail on August 7, 2024, providing him a status of his file, next steps,  as well as the contact information for his new claims handler, as well as her contact information.  ******************** responded via e-mail on August 7, 2024 thanking the supervisor.  No additional information was included on that thank you, and so we hope that it has addressed his concerns with the additional information we have provided.  

• Initial Complaint

  Date:08/06/2024

  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.

  On July 9, 2024, I went to ****** in ******, ** for a tire repair. During the service, I witnessed my car door get damaged. I was asked to go to the front to pay for my service, which I did and received two printouts not noting any damage to my vehicle. Upon return to the garage, I learned my wheel lock was missing. I asked to speak with a manager concerning the damage and missing wheel lock. He indicated he already reviewed the footage, denied any damage was done to my vehicle, and instructed me to file a claim. They then updated the service notes to indicate the vehicle arrived with various damage and missing parts. I asked to review the camera footage and was told I needed to get a subpoena to do so. I filed the claim and provided the information requested. The claims representative acknowledged viewing the footage and seeing where the tech initially attempted to open the door but could not because he had hit the metal arm lift, and another employee had to come over to move it; however, she denied my claim because it was not aggressive behavior. I contacted her superior and asked for a review of the claim, as whether aggressive or not, my car was damaged during the service. The claim was denied despite the obvious confirmation of the video.

  

  Business Response

  Date: 08/08/2024

  Gallagher Bassett would like to thank ******************** for bringing this matter to our attention. We view feedback as an opportunity for us to improve our overall service. Gallagher Bassett acknowledges Ms.Petgraves concerns regarding the previous liability determination. We apologize for any inconvenience caused and appreciate your patience. We value your feedback and want to assure you that we are committed to providing excellent customer service. *******************************************'s Resolution Manager, ******************* spoke with ******************** on August 6, 2024 advising that the liability position has been changed, addressing her concerns and providing a path to resolution to her claim.

• Initial Complaint

  Date:08/05/2024

  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.

  Insurance approved claim but have not paid out for over 90 days. Contacted several times, not very responsive. They have yet to pay out claim. Not in good faith, and extremely hard to reach anyone. Withholding information, and due money from approved claim.

  

  Business Response

  Date: 08/06/2024

  Gallagher Bassett would like to thank ****************** for bringing this matter to our attention.  We view feedback as an opportunity for us to improve our overall service.  Gallagher Bassett acknowledges ******************* concerns regarding the delay in receiving her check.   On August 6, 2024, Gallagher Bassetts Supervisor, **************** spoke with ****************** and agreed to stop pay on the check which was lost in the mail.  She also agreed once the stop pay was processed to overnight a new check with tracking information. We apologize for the delay and will ensure a check is received by ****************** in a timely manner.

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22092089
  
  I am rejecting this response because:

  On August 6th, I was informed I would recieve the new overnighted check by Thursday, August 8th. It is now Friday, August 9th and yet again, I have not recieved a check within THEIR given time frame. I will not accept a resolution until the check has been deposited AND cleared, given that I'm deeply concerned these are repeated deliberate attempts to evade due payment. This company has lost all my faith and respect after having gone to this point to even have my concern addressed by anyone claiming to be a "supervisor" despite my repeated prior requests to speak to a supervisor, I was NOT put in contact with them sooner that this complain with the BBB. Hence, my lack of trust and faith in the practices of this company. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/03/2024

  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.

  My claim for ****** Tire wheel rim damage was handled by Gallagher Bassett. *** tried returning their call four times and have not received a return call fro Gallagher. Poor customer service and now have to incur the stress of legal action against Gallagher.

  

  Business Response

  Date: 08/07/2024

  Gallagher Bassett would like to thank ******************** for bringing this matter to our attention. We view feedback as an opportunity for us to improve our overall service. Gallagher Bassett acknowledges *********************** concerns regarding the lack of communication and delays in the claims process. We apologize for any inconvenience caused and appreciate your patience. We value your feedback and want to assure you that we are committed to providing excellent customer service. Resolution Manager, ****************** left a voicemail for ******************** on August, 2 2024, requesting a call back to discuss liability. On August 5, 2024, Supervisor Mr. *** spoke with ********************, addressing her concerns and providing a resolution to her claim.

• Initial Complaint

  Date:08/01/2024

  Type:Delivery 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 a ********** order delivered by ***** on June 25th. I have a small, steep driveway and the delivery driver drove the truck up my driveway scraping the rear of the truck on my driveway and again on the way down. Once at the top of my small driveway, the driver could not turn the truck around and kept going off my driveway and onto my newly laid zoysia sod. I had to go out and help the driver turn the truck around in order to get back down my driveway. Damage was done to my new driveway and my new zoysia sod. I called on June 25th to file a damage claim, which was turned over to ************************* at Gallagher Bassett, phone number ************. I witnessed all of this, provided details and photos and nothing has been done. It has been over a month and this needs to be resolved. I want the damage to my property repaired and Gallagher Bassett is non responsive.

  

  Business Response

  Date: 08/06/2024

  Gallagher Bassett would like to thank Mr. **************** bringing this matter to our attention.  We view feedback as an opportunity for us to improve our overall service. Please be advised that Gallagher Bassett is the third-party claims administrator for ******************  Upon receipt of your inquiry,Gallagher Bassetts Supervisor, **************, recached out concerning the status of the repairs. After a discussion on August 2, 2024, it was decided that a third party appraisal service will be assigned to inspect and confirm the amount of the damage.  Upon receipt of the appraisal, the Resolution Manager will reach out to ****************** to see if a settlement can be reached. Should you have any further issues, please do not hesitate to contact us. 

• Initial Complaint

  Date:07/26/2024

  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.

  My car was struck in a parking lot by a customer of ******/*******************************************. I sent in an estimate from my repair shop and I received a check, but I have two further issues.1) I need a rental car while the body shop complete work on my car and this has not been covered 2) Often when the body shop starts work, they adjust the estimate upward this will need to be covered if this happens

  

  Business Response

  Date: 07/31/2024

  Gallagher Bassett acknowledges ****************** concerns and apologizes for any misunderstanding or inconvenience.  The repair estimate was reviewed by the assigned Resolution Manager on July 18, 2024 and a check for the damages was issued to **************** at that time.  A rental reservation was also set up on July 26, 2024, and an email confirming same was sent to **************** on that same date.  A supervisor followed up with *************** on July 29, 2024, to answer his additional questions regarding the rental expense and explained the process in the event any additional damages were uncovered during the repairs.  **************** acknowledged our response,which we understand satisfies his additional inquiries into the status of his claim.  

  Customer Answer

  Date: 07/31/2024

   
  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 pending continued responsiveness throughout the repair process which started this Tuesday and is expected to last multiple weeks.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/25/2024

  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.

  Keep delaying my claim and do not want to pay out on my settlement. Injury was June 1st 2023. It is almost August 2024 and I still can't get anything from them. They don't answer my phone calls or reply back and their attorney is very bad about it also

  

  Business Response

  Date: 07/31/2024

  ****************, thank you for taking the time to talk with us regarding your settlement.  Thank you also for your graciousness.  As discussed, we learned there was a delay in counsels receipt of the payment and have taken immediate steps to rectify that.  We apologize for any inconvenience or frustration this may have caused and appreciate the opportunity to fully resolve your concerns.

• Initial Complaint

  Date:07/24/2024

  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.

  Formal Complaint against Gallagher Bassett Regarding Claim Decision for Damage Caused by ***** Truck:I am writing to formally express my dissatisfaction with Gallagher Bassett's recent decision concerning my claim for damage to my plumbing system. The claim, filed due to damage caused by a ***** truck that backed into my drain line, was rendered without adequate consideration of the evidence I provided.Claim Number: 015556-669933-AD-01 Date of Incident: 5/17/2024 I submitted detailed photographs and a video documenting the repair work and the damage to the plumbing system and provided tracking information from *****, which confirmed that a delivery was made to my address immediately before the plumbing issues began.Gallagher Bassetts decision cited insufficient evidence to establish that the damage resulted from the ***** truck. However, the evidence I submitted clearly meets the standard of preponderance of the evidence, which requires showing that it is more likely than not that the damage was caused by the ***** vehicle. This standard does not require clear and convincing evidence.Additionally, on July 23, 2024, another ***** vehicle used my driveway to turn around. The inconsiderate driver ran over my turf and hit a log that is currently protecting a water meter. This is just one example of what is happening with their drivers. I have captured this incident on video. The photographs, video, and tracking information support the claim that the ***** truck was involved in the incident. The evidence establishes a direct correlation between the delivery and the damage, as the plumbing issues surfaced immediately following the delivery.Given the evidence provided, I respectfully request that Gallagher Bassett reconsider its decision. I believe the evidence is sufficient to meet the preponderance of the evidence standard, and I am prepared to pursue legal action if necessary.