Complaints

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

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Liberty Mutual Group has 243 locations, listed below.

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• 

  Liberty Mutual Group

  175 Berkeley St Boston, MA 02116-5066

  
• 

  Liberty Mutual Group

  10045 Red Run Blvd Ste 370 Owings Mills, MD 21117-5900

• 

  Liberty Mutual Group

  1340 Treat Blvd Ste 400 Walnut Creek, CA 94597-7591

• 

  Liberty Northwest

  2291 W Broadway St Ste 2 Missoula, MT 59808-2113

  
• 

  Liberty Mutual Group

  95 Glastonbury Blvd Glastonbury, CT 06033-4438

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:07/25/2022

  Type:Billing 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.

  To Whom it may concern,This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below.Under 15 U.S. Code ****j - Furnishing certain deceptive forms I am not participating in the collection of this alleged debt. Cease and desist asap LIBERTY MUTUAL IN CO Account Number: ************* Please remove it from my credit report.Under the Fair Credit Reporting Act, 15 U.S.C. ****g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  

  Business Response

  Date: 08/02/2022

  We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry. A detailed response has been communicated directly to the consumer on August 2, 2022, by email.

  Sincerely,

  The ******************** Team, Liberty Mutual Group

• Initial Complaint

  Date:07/25/2022

  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.

  7/25/22 I was notified by the bmv that my insurance was canceled I called liberty Mutual and they said they sent me a email( that I didn't receive )notifying me of this they took there payment though and they were down rite nasty too me and could not and would not rectify this situation

  

  Business Response

  Date: 07/27/2022

  We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on July 27, 2022, by email.
  Sincerely,

  
  The ******************** Team, Liberty Mutual Group"

• Initial Complaint

  Date:07/25/2022

  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 July 23, 2022 I filed a claim with Liberty Mutual after someone sideswiped the rear passenger side of my car while trying to pass me on a narrow street causing my car to hit on a median. I gave them my police report number then the claim person ******** said that I have to show them proof of the accident so I gave them the tow receipt. Now they are saying because my policy is new a special investigation has to be done and I cannot get rental car service. I have been paying out of pocket for rental service. My claim Number is *********

  

  Business Response

  Date: 07/28/2022

  We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry. A detailed response has been communicated directly to the
  consumer on July 28, 2022,by email.
  
  Sincerely,
  The ******************** Team, Liberty Mutual Group

• Initial Complaint

  Date:07/25/2022

  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.

  I purchased car insurance through Liberty Mutual this was my first time having a car I only had my learners permit when I purchased a policy through Liberty mutual after they got my money I received a letter in the mail saying they can not insure me with out my divers license so I called them asking for my money back since they cant insure me until I got my license I was told to give it ******************************************************************************************************************************* my money back cause the vehicle was covered so I asked them how was the vehicle covered when I didnt have a license to get the ********************** and yall still took my money and now refusing to give it back saying I was covered but how was I covered when I didnt have drivers license at the time I purchased the policy not only that I sold the vehicle 2 or 3 weeks after trying to get insurance to my auntie who put the truck in her name and on her insurance all I want is my money back for a vehicle that was never insured by them due to no license

  

  Business Response

  Date: 08/01/2022

  We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry. Please know we are directly communicating with the customer as of August 1, 2022, by email to resolve their concerns directly.
  
  Sincerely,
  
  The ******************** Team
  Liberty Mutual Group

• Initial Complaint

  Date:07/24/2022

  Type:Billing 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 company still won't provide a detailed billing schedule as requested. They continually won't return phone calls nor do they process the correct transaction dates for services costing customers thousands of dollars and extensive amount of time. I cancelled a policy on 7/2/22 and they wrongfully changed the date to 4/18/22 causing suspension/revocation of licenses and registration. I have called over ten times to correct these problems, even speaking to the executive offices, and nothing is changed and more errors keep occurring. I want a phone call from an executive representation and correction to the problem they caused. They doubled billed me for 7 months through automatic payment and still no refund.

  

  Business Response

  Date: 08/03/2022

  We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on August 3, 2022 by email.
  
  Sincerely,
  
  The ******************** Team, Liberty Mutual Group

  Customer Answer

  Date: 08/04/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I retuend the call and got a voicemail. Waiting for a response. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  

  Business Response

  Date: 08/12/2022

  We are in receipt of the rebuttal from the consumer referenced below. An additional detailed response has been communicated directly to the consumer on August 12, 2022, by phone and email.
  
  Sincerely,
  
  The ******************** Team, Liberty Mutual Group
  

  Customer Answer

  Date: 08/15/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  At this time I am still receiving and reviewing documents regarding the account. I have follow-up questions and concerns regarding the policy especially the financial payments and allocations.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:07/23/2022

  Type:Sales and Advertising 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 have had insurance coverage for home and auto with this company with my husband ************************* III for 5 years. I've always been on time with payments and have only claimed a Crack windshield 3 or so years ago. I recently had a barn taken down and when I told this company they said my insurance would increase $70. When asked for an explanation they said it's just how we calculate it. We then stated one less building to be insured should lower the interest rate yet no one could explain why it increased. We then looked elsewhere for insurance. On July 10th this company took $287.50 for home insurance. We then notified them of the company change which took place 7/18/22. I now have a **** for $150.00 for house insurance and ****** for car insurance. When they were questioned about that they claimed its back pay we owe which we absolutely do not since I've made ever single payment asked of me. Including one for July when we no longer even have a policy with them. When we called and questioned it they said our policy increased when we renewed this year (which we were never informed of until we canceled) but because we were in good standing they didn't inform us or change our monthly payments. My husband then asked them when they were planning on notifying us if we had not canceled and the employee could not answer the question. Even the new insurance company was under the impression we would recieve something back from our recent payment. Any time we try to talk to management the only answer we get is basically because I said so and they try to sell us new insurance.

  

  Business Response

  Date: 07/28/2022

  We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry. A detailed response has been communicated directly to the consumer on July 28, 2022, by email.

  Sincerely,

  The ******************** Team, Liberty Mutual Group

  Customer Answer

  Date: 07/28/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. The company is refusing to refund or waive any money at all and added on that they will send this to a creditor. They also contacted my husband instead of myself who filled the claim. They also claim they mailed a package which even if they did I never received and this was never explained to us over the numerous phone calls we have made in regards to our momthly payments. They also claim that due to the date WE have chosen to have our account charged we didn't make a payment until February for this year. This was a date that was put in place for us, not one we chose. If we knew it would cause a lapse in payment we certainly would not have chosen it.

  

  Business Response

  Date: 08/08/2022

  We are in receipt of the rebuttal from the customer referenced below. An additional detailed response has been communicated directly to the consumer on August 8, 2022, by email.

  Sincerely,

  The ******************** Team, Liberty Mutual Group

• Initial Complaint

  Date:07/22/2022

  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.

  I want to file a complaint on liberty mutual insurance company. I was in a car accident on April 23, 2022 with one of their clients who has insurance through liberty mutual. I was able to get the clients information, and I called liberty mutual the same day to let them know what happened, and have their insurance company pay for the damages. A couple of days later I was received a phone call from one of there claim agents ***********************, she said she would be able to assist me in getting the damages fixed on my car. I gave her a full description of the accident, sent her pictures as well as a witness contact information. She told me that it would be taken care of everything. She gave me her phone number, email, to check in and receive updates about my claim. A couple of weeks went by I called for an update there was no answer, I sent a text there was no answer. I would contact her every other weekend for any update regarding my claim there was no answer. The first week in July I called again, and I received a message over the phone saying my claim was closed June 10. I was furious because from April 23, 2022 up until now, I still have damages on my car, and how can you close a claim on someone without contacting them. I am upset, *********************** has poor customer service, I don't want to speak to her ever again. I am reaching out because I need help on fixing this situation.

  

  Business Response

  Date: 07/29/2022

  We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on July 29, 2022, by email.
  Sincerely, 
  The ******************** Team, Liberty Mutual Group

• Initial Complaint

  Date:07/22/2022

  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.

  I had homeowners and auto insurance through Liberty Mutual on our home in *****. We cancelled our auto policy in October 2020 and cancelled our homeowners policy when we sold our home in December 2020. I just received notification of a renewal of our umbrella policy, which should have been cancelled at the time we cancelled our homeowners policy (there was not an auto or homeowners policy in effect anymore). When I called Liberty Mutual, they would only cancel and refund back to June 2021. I don't believe we should have been charged for an umbrella policy that shouldn't have been active in the first place. I would like a full refund of the premiums collected plus additional interest, due to the fact that I believe Liberty Mutual took advantage of the situation, and wouldn't even consider providing a full refund.

  

  Business Response

  Date: 08/01/2022

  We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry. Please know we are directly communicating with the customer as of August 1, 2022 by email to resolve their concerns directly.
  
  Sincerely,
  
  The ******************** Team , Liberty Mutual Group

• Initial Complaint

  Date:07/22/2022

  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.

  My vehicle was stolen and recovered and placed in a tow yard. The insurance company asked the car be towed so they could inspect it further. Due to liberty mutual insurance agents being on vacation etc my car has been in tow for over 2 weeks incuring heavy fees to get it out. Now they have closed the claim and I have lost my job due to them refusing rental vehicles and taking there precious time getting me my car back. Now the tow lot cannot release my car without tow fee's paid and insurance company will not respond to me at all. I need my car back as I have disabled children and about to lose my house due to losing my job since I have not had any transportation in weeks. My cars tow fee's get higher everyday and I am being ignored by what people call a reputable company.

  

  Business Response

  Date: 07/27/2022

  We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry. We have provided an interim response to the customer on 7/27/22 via email. We are still investigating the concerns and require additional time to address the concerns fully. We will provide a fully detailed response upon completing the investigation.

  Customer Answer

  Date: 07/27/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.I appreciate somebody finally acknowledging this incident. I have emails and call logs of when I have notified all claims adjusters even though they say I did not. If this information is needed I will gladly provide it to you. All I need is my car in one piece and out of tow and I will walk away. I have lost my job and am about to lose my house over the negligence of your company. Please be timely with this matter. Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 08/01/2022

  We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on August 1st, 2022, by email.

  
  Sincerely, 
  The ******************** Team, Liberty Mutual Group

• Initial Complaint

  Date:07/21/2022

  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.

  On 7-21-2022 I went on the liberty mutual site to change the date on my auto policy I have auto pay. $110. Is withdrawn from my checking account on the 27th of every month. I wanted my payments changed to the 4th of the months. When I saw how much more $40, I wanted to change it back. Nowhere does it state that your payment will go up or you cant go back. I spoke with 2 agents an they were of no help,they said to pay $122 for all other payments. What sense do that make.,if I wanted to change the payment to a later date, because of the money,how can I pay more on the same date that I was trying to get away from. This complaint is for false representation an agents who cant handle what you are selling. Ive been with Liberty Mutual far too long to get this treatment. The site also said that I had tried to change a date before. Never this was my 1st time. I also have house insurance with this company.

  

  Business Response

  Date: 07/27/2022

  We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry. A detailed response has been communicated directly to the consumer on July 27, 2022, by email.

  Sincerely,

  The ******************** Team, Liberty Mutual Group

  Customer Answer

  Date: 07/27/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************