Complaints
This profile includes complaints for Liberty Mutual Group's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,568 total complaints in the last 3 years.
- 773 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:07/21/2022
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.
(Complaint taken over the phone by *********, **** H363137**3238313831H staff, LST, on 07/21/22.)***Consumer had previously covered the cost of his ex-wife&#**;s auto insurance Several months ago she sold the car, got another one, cancelled the coverage and got her own from State Farm. Consumer&#**;s local agent, Pooja ****, said a refund was being processed but, as of this date, none has been received. Consumer again called the local agent but they were unable to provide further assistance. Consumer then called H383538333133**3538H but a message said there would be a 1-1/2 hour wait time to speak with a representative.
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 GroupCustomer 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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Thank you for your actions,I appreciate it. The company said they sent me a detailed response, all I got was a email saying they were out of the office and could not respond. I tried again today and got the same response. It is from ***************************, if she even exists. This has gone on for two days, obviously they dont take it seriously
Business Response
Date: 08/01/2022
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 1, 2022, by email.
Sincerely,
The ******************** Team, Liberty Mutual GroupCustomer Answer
Date: 08/03/2022
[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,
*****************************Initial Complaint
Date:07/20/2022
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.
March 9th I filed a claim regarding water damages to my house I contacted my home insurance company to get things taken care of such as the drying of the wet areas of the house and replacing personal items that were damaged due to the flooding. Its is now July 20 almost 5 months from the incident and I still havent received any compensation for my families lost belongings nor have I received an update in regards to whats taking so long. Originally my problem with this company was that I wasnt able to get in contact with my claim manager for almost 3 months, now Im not able to get any information about getting compensation in result to damaged personal items such as computers *************** of that nature.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 will be communicated directly to the consumer, by email.
Sincerely,
The ******************** Team, Liberty Mutual GroupInitial Complaint
Date:07/20/2022
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.
My AC unit, security system and other items all went out due to lightning or power surge in my home. I filed a claim in June 2022 to have the items replaced. LM sent an HVAC investigator who reported that my ac could be repaired for $2800 or replaced for $7,000, even though I had already had 2 techs determine that my unit needs to be replaced. I was also only offered a 90 warranty on parts and labor on a unit that is 2 years old. I have called over 30 times and requested several times to speak with a manager. I have been lied to and put off for over a month. I have yet to get reimbursed for all of my damaged items and expenses and the difference between the repair and replacement cost. Meanwhile my home is hot, I am caring for a sick child, and I have a health condition that worsens in heat. I am very dissatisfied that LM has only offered to replace my compressor for $2800 and do not seem to care that other components may have been affected. I am also dissatisfied with the lack of urgency and follow up.Business Response
Date: 07/22/2022
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 22, 2022, by email.
Sincerely,
The ******************** Team, Liberty Mutual GroupInitial Complaint
Date:07/19/2022
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 a policy through Safeco, which is part of Liberty, i have been trying to contact Safeco but they refuse to answer my calls, this is concerning a issue with Policy # F3816122, please also see complaint # ********. I have sent all requested documents when they were requested on May 16, i will include proof of this in the picture section. Safeco refuses to acknowledge the pictures were received and have threatened to cancel my policy on October 2nd, even though i have PROOF, with dates AND the local agent who sent these photos has also acknowledged that Safeco HAS received them. Safeco sent me a letter on July 6th claiming the photos were never sent, i will also include proof of this letter in my complaint. This is a silly issue, just read the dates on the emails and documents, they are from Renasant and SafecoBusiness Response
Date: 07/26/2022
We are in receipt of the complaint for the case referenced below and welcome the opportunity to respond to the inquiry. A detailed response has been communicated directly to the complainant on July 26,2022 by email
Sincerely,
Jazmin' **************************** TeamCustomer Answer
Date: 07/26/2022
This company is trying to change the issue. My complaint and my evidence are being completely overlooked, the letter I have, from Safeco CLEARLY says pictures of the Jeep. I will, once again, leave the letter in the attachments for them to read. I expect an apology for this headache, tho I know I will not receive one. Stop avoiding the topic please. Also, if you wish for proof AGAIN that I sent the required pictures, I will be happy to send them....again...
Business Response
Date: 08/01/2022
We are in receipt of the additional rebuttal from the consumer referenced below. There is no new information presented for consideration and our prior response to the consumer represents our final position. Please close your file.
Sincerely,Jazmin' ************************************** Team
Liberty Mutual GroupInitial Complaint
Date:07/18/2022
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 purchased a home insurance policy with Safeco (Liberty Mutual) for my new home. I paid the annual premium in full when I closed on the house. I just logged on to the site today to look up my policy number so I could set up the app and it says that my policy has been cancelled. I never cancelled the policy nor did I give permission for Safeco to cancel it nor did Safeco inform me that it was cancelled. When I attempted to call Safeco, an automated voice says that the call cannot be connected and then hangs up on me. So currently, Safeco stole $664 from me and cancelled my policy.Business Response
Date: 08/08/2022
We are in receipt of the complaint for the case referenced below and welcome the opportunity to respond to the inquiry. A detailed response has been communicated directly to the complainant on July 20. 2022 by email
Sincerely,
Jazmin' **************************** TeamInitial Complaint
Date:07/18/2022
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.
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. 06 LIBERTY MUTUAL IN ** ******** $307.00 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: 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 GroupInitial Complaint
Date:07/18/2022
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.
Hello To Whom It May ******* I have been dealing with a claim on a Carloan i have with a Liberty Mutual And I have had nothing but a bad experience regarding the unprofessionalism the way I've been talked to I've been missed led but I've told me hold me one day and and always completely done something different the car has been in their possession their possession picked up by the adjustments June 9th please get back to me with any questions and regards to this the lady who I have been continually speaking with from The original adjuster has been very unprofessional in the way way she speaks on my phone and I would would like mediation to find a better solution that I am more comfortable and happy with I do not feel I was treated with proper professional war respectful customer service I can be reached at ************Business Response
Date: 07/22/2022
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 22, 2022, by email.
Sincerely,
The ******************** Team, Liberty Mutual GroupInitial Complaint
Date:07/18/2022
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 May 4th 2022 I was offered an all cash settlement of $11398.31. I agreed to the settlement and signed and returned the paperwork on May 4th 2022.On May 5th, I received an email form Safeco rep asking to confirm my address.15 minutes later I received an email from Safeco rep stating she had offered me too much money and she would not be paying the agreed on amount. She then offered me a smaller amount and sent over paperwork asking me to sign the new agreement. I refused the smaller amount. Safeco now refuses to pay the settlement offer, stating that they took $4816.11 of my settlement to pay a lien that was on them. In the settlement I signed it states that I am to receive the full amount and pay monies owed to my providers. I also have an email from Safeco rep stating the full amount to be paid to me and that I am to pay out to my providers.Business Response
Date: 07/21/2022
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 21, 2022 by email.
Sincerely,
The ******************** Team, Liberty Mutual GroupCustomer Answer
Date: 07/25/2022
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 # ********. Safeco still maintains that they will not uplhold the settlement offer presented and signed for. It has been almost 3 months and I have not recieved payment.
Business Response
Date: 07/28/2022
We are in receipt of the rebuttal complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer via email on July 28, 2022.
Sincerely,
The ******************** Team, Liberty Mutual GroupCustomer Answer
Date: 08/01/2022
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 # ********. Safeco still maintains that they will not honor and pay the settlement offered and signed for.
Initial Complaint
Date:07/18/2022
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.
Liberty Mutual erroneously reported that I made a Claim for an accident that was totally incorrect, and the matter has been reported publicly as an "at fault" Claim. The details are in the attached letter to BBB.Business Response
Date: 07/25/2022
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 25, 2022, by email.
Sincerely,
The ******************** Team, Liberty Mutual GroupInitial Complaint
Date:07/18/2022
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.
Liberty Mutual has been using abusive tactics that qualify as breach of contract. They have demanded that I lie in order for the company not to pay for an insurance claim. When I have refused the company has advised their representatives that I will not have counsel which is a breach of contract. I have the information in email that states that I must lie. In addition, the company has refused to honor the contract.Business Response
Date: 07/20/2022
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 20th, 2022, by email.
Sincerely,
The ******************** Team, Liberty Mutual Group
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