Complaints

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

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• 

  Geico

  5260 Western Ave Chevy Chase, MD 20815-3701

• 

  Geico

  1 Geico Plz Washington, DC 20076-0003

• 

  Geico

  1 Geico Plz Bethesda, MD 20810-0001

• 

  Geico Insurance

  43 Drum Hill Rd Chelmsford, MA 01824

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  Geico Insurance

  485 Granite St Braintree, MA 02184

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:06/16/2023

  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 had called Geico regarding my insurance they reassure me that I wouldn't have to give a down payment to reinstate my insurance for a 3 day gap now I called to reinstate my insurance and had to pay past due plus a down payment I feel like Geico don't communicate well and they do anything to take advantage of costumers. I would like my money back.

  Business Response

  Date: 07/05/2023

  July 05, 2023
  
  DISPUTE RESOLUTION TEAM
  BETTER BUSINESS BUREAU
  1411 K STREET, NW 10TH FLOOR
  WASHINGTON DC 2005-3404
  
  Re: Complaint ID:  ********          
  
  To whom it may concern,
  
  We received your letter dated June 30, 2023 regarding a complaint filed by our insured. We appreciate the opportunity to address our insureds concerns regarding her GEICO Motorcycle policy. We have not included any personal or identifying information as the Better Business Bureau has requested.
  
  Upon receipt of this complaint, we reviewed our insureds policy and determined their policy was cancelled accurately due to non-payment. Our insured contacted GEICO to restart their policy. The payment collected to restart their policy included the past due balance from their prior policy as well as the first payment for their new policy. We explained to our insured the remaining balance and the payment to reissue the policy was required.
  
  We apologize for any frustrations this matter has caused our insured and appreciate the opportunity to address your inquiry. Should the Better Business Bureau require any additional information, please contact ******************** at **************** or email us at *************@GEICO.com.
  
  Sincerely,
  
  *******************************                                             
  Senior Director of Recreational Operations
  Virginia Beach Office

• Initial Complaint

  Date:06/15/2023

  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.

  Where do I start? I'm the loyal customer for 10 years, no records of ANY accidents. Few tickets here and there. But, Geico raises the premium like crazy - without informing the customers, just like I am supposed to know they will double my monthly payment! I had tickets before and it used to be a raise of $10-$15 per point a month for 3 years (which is insane). This time, I have 6 points, and they are raising my insurance from $400 a month to almost $800!!!! They do not disclose their point system, they say they have a right to use their own point system ( so basically if you got ticket with no points on Drivers License, you get points on your Geico policy), they always raise the monthly premium, it never went down for many years of being a customer, age, etc etc. The customer service is literally like robots saying we understand, these are the rules, we can do this and that. Me on my end? I can not do a thing. I have to deal with this nonsense and full disrespect, their so called people saved by switching to Geico is total lie, they do not care about their customers as they tend to say.Switching insurance ASAP and suggest you all do the same, before you get ripped off by switching to Geico.

  Business Response

  Date: 07/11/2023

  July 11, 2023
  
  Dear Dispute Resolution Team:
   
  This will acknowledge receipt of your request regarding the above-named case number.
   
  GEICO’s records show that on June 7, 2023, the policy information for the renewal term effective July 17, 2023 to January 17, 2024 was made available to the insured with an increase in six month premium from $1,943.00 to $3,464.70.
   
  Upon renewal, surcharges were applied to the policy for four new recently added convictions dated October 6, 2022 and March 20, 2023.  Three of the four convictions all shared the same conviction date of October 6, 2022.  As a result of the surcharges applied, the Five Year Good Driver discount the insured was previously receiving was removed as they no longer qualified for the said discount.
   
  Additionally, there was an increase in premium upon renewal due to a filed and approved statewide rate revision that was implemented starting upon renewals effective January 30, 2023.
   
  Insurance companies frequently re-evaluate their rates to keep up with the rising costs of repairing and replacing vehicles, treatment for injuries, and providing a legal defense for our policyholders after an accident if necessary. Despite GEICO’s best efforts to keep these costs down for our customers, the continued rising costs of claims experienced by our customers has necessitated the above referenced rate revision.
   
  Regrettably, the insured cancelled the policy effective June 27, 2023.
   
  It is GEICO’s position that the increase in premium was valid per our filed and approved underwriting/rating rules and guidelines as well as filed rate revisions with the New Jersey Department of Banking and Insurance.  It is important to note that driver’s license points are separate from insurance surcharge points. They are not the same thing. Insurance surcharge points may still be applied even if a conviction resulted in no points applied to the customer’s driver’s license.
   
  If you have any questions, or if GEICO can be of any further service in this matter, please contact ******* of GEICO’s Executive Office at ************.  
   
  Sincerely,
    
  *** ********* p.p. ******** ************
  

  Customer Service Manager

  Customer Answer

  Date: 07/12/2023

  Dear GEICO agents,

  On your side there is no communication between you and your customers which is not professional and no matter how many complains there will be, nothing will be changed. 

  In January my rate didn't go up after tickets in October, and as well there is no official document that provides your customers with points according to the tickets, which is not transparency and very disappointing. 

  The policy was closed due to better available rates, and more transparent communication. 

  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. 
  
  Regards,
  
  ****************

• Initial Complaint

  Date:06/12/2023

  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 have insurance with Geico with Policy #********** and I just learned that an accident or claim is reported under my policy (this record was not there last time i checked in July 2022). I never had an accident or never had a claim with any insurance company. I called Geico yesterday Sunday 6/11/2023 and inquired about this accident. They said that I had created this claim online. I never did that. My mother originally helped to open an account with Geico and start this policy - she might have had access to this account to ask a question about an incident that she had in last year, but that incident did not pertain to me and I am asking Geico to remove this record from my record. I am asking for Geico to remove this claim from my account. *************************

  Business Response

  Date: 06/23/2023

  Dispute Resolution Team
  BBB of Metropolitan Washington DC
  1411 K Street NW, 10th Floor
  Washington, DC  20005-3404
  
  Regarding:                  ***************************************            
  BBB File Number:      ********
  Claim Number:           ****************
  Date of Loss:               10/29/2022
  Company:                    GEICO Secure Insurance Company
  
  Dear Dispute Resolution Team:
  
  We have received your letter requesting assistance on behalf of ************************* and I welcome the opportunity to respond to his concerns.
  
  On October 29, 2022, we received an online report that **. *******'s ****** ***** struck an object in the roadway earlier that night. The report was filed on our company website by ******************, or by someone who has access to **. ******** account and password information. It was reported that the vehicle sustained damage to the front bumper and lights on the passenger side. The next day, an email was sent to ****************** informing him that a claim was successfully set up under his policy. Additional emails were sent to ****************** on October 31,2022, November 2, 2022, November 5, 2022, January 30, 2023, and February 28,2023, requesting that he contact us regarding the claim. We also called ***************** but were unable to reach him at the number we had listed on file for him. As we did not receive a response from ******************, on April 28, 2023, we sent him a letter informing him the claim would be closed. In light of the concerns expressed in his complaint, on June 22, 2023, a supervisor called ***************** to discuss the claim and left him a voicemail message.
  
  In the event of a loss involving a vehicle insured under the policy, per Condition 1 under Section III of the policy, notice must be given to GEICO stating the time, place, and details of the loss. In addition, Condition 5 states that an insured has a duty to provide all information we may reasonably require regarding the loss. In this case, ******************, or someone who has access to **.******** account and password, informed us of an incident which caused damage to his vehicle. Therefore, it is our position that establishing a claim as a record of the loss was appropriate.
  
  I hope this information is helpful in resolving **. ******** concerns.  If you have any additional questions, please contact Claims Manager *************************,at **************.
  
  Sincerely,
  *******************
  Senior Director, Claims
  GEICO Secure Insurance Company

  Customer Answer

  Date: 06/26/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I never made a claim on the website or app, if this claim was a error by site or app this isn’t my responsibility and shouldn’t be under my name. That crash that was reported never happened and I don’t know who made the report. 
  thank you

  Regards,
  
  *************************

• Initial Complaint

  Date:06/01/2023

  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.

  We processed a claim on 5/4/2023 for a hit and run of one of the cars insured on our policy. The adjuster came out and advised the car would be a total loss. We completed the steps required by Geico. We provided the title and Geico came and picked up the car. Since then, we have been inconvenienced with multiple phones calls and inconsistent information. As of today, Geico has not provide the settlement amount agreed upon. Every other day, we call the customer service number and are provided different information. We have exhausted everything possible to resolve this matter. In addition, we were informed we could not remove the car from the policy until the payment was completed. This cause more stress because we are forced to continue to pay for insurance for a car no longer in our possession.

  Business Response

  Date: 06/23/2023

  June 23, 2023 
  

  Dear Sir or Madam:  
  

  This is in response to your letter dated June 15, 2023, addressed to **** ***** of GEICO.  

  On May 4, 2023, our insured reported an auto accident involving their 2010 ****** ******. On May 9,  2023, the vehicle was inspected and declared a total loss. On May 16, 2023, a payment in the amount of  $6413.81 was issued to our insured. On May 16, 2023, our insured reported that she did not receive the electronic payment notification due to an invalid email. 
  At that time, our insured’s email was updated. During the course of GEICO’s handling, payments and/or  communication took place with our insured on the following dates: May 21, 2023, May 23, 2023, May  24, 2023, May 26, 2023, May 30, 2023, and May 31, 2023. All of the electronic payment failures  appeared to be linked to the email for our insured. On May 31, 2023, a paper check was mailed to our  insured and the check was cashed as of June 5, 2023.  
  

  We trust that this information is sufficient to allow you to close out the complaint. If you have any  additional questions or concerns regarding this issue, please feel free to call my associate, Amanda N, at  ###-###-####, ext. ****. 
  

  Sincerely,  
  

  ***** ** **** 
  Senior Director, Physical Damage

• Initial Complaint

  Date:05/26/2023

  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.

  GEICO Insurance Company canceled my auto insurance on 3/11/23. I called GEICO to cancel my homeowners insurance because I was able to secure a less expensive homeowner policy with ****/The ******** that was effective 3/11/23. The auto policy was to stay in place until 3/25/23. On 3/22/23, I went to MVA to register one of my vehicles that I hadn’t driven for a while due to the high price of gasoline. There I learned that GEICO canceled my insurance for my two vehicles along with the homeowners policy. I placed a call to GEICO on 3/22/23 (while at the MVA office) and they reinstated my auto policy with an effective date of 3/23/23. Leaving the lapse in coverage. I asked to speak to a supervisor and I was told the supervisor needed to call me back. I never received a call. As long as I have owned my own car, I have been insured with GEICO. I believe it’s been over 25 years or so. I’ve had 2 accidents, which were small bender benders. I don’t understand how they could treat me so poorly when I’ve been a customer for so long. As of today, 5/26/23, MVA imposed a uninsured motors fee of $150 for each vehicle (2) and referred me to the Central Collection Unit who assesses a 17% fee for collection.

  Business Response

  Date: 06/20/2023

  June 14, 2023

  Dear Dispute Resolution Team,
  We are in receipt of your correspondence dated June 12, 2023, regarding a complaint filed by our policyholder. We have not included any personal identifying information in our response, as you requested.
  On March 10, 2023, our policyholder contacted our Homeowner’s Customer Service Department and requested to cancel their policy effective March 11, 2023. The Homeowner’s Associate then transferred our policyholder to our Auto Customer Service Department. While speaking to the second Associate, our policyholder requested to cancel the auto policy effective March 11, 2023 according to our records. It is our business practice to confirm policy information, including the cancellation date,
  before canceling the policy.
  GEICO mailed confirmation of the auto policy cancellation on March 13, 2023. In addition, GEICO refunded the policy overpayment on March 11, 2023. Our policyholder spoke with GEICO Auto Management on March 22, 2023, that same day they reissued their policy. Our Management Associate advised the policy was canceled per our policyholder’s request, and the only option would be to reissue their policy with a lapse. I regret our policyholder owes a fine to the Maryland MVA due to an
  insurance lapse; however, GEICO cancelled the policy on our policyholder’s requested date.
  We appreciate the opportunity to address our insured’s concerns. Should the Better Business Bureau require any further information or documentation for this file from GEICO, please contact ***** ******* at ********@geico.com or 1-************, ext. ****.
  

  Sincerely,

  Manager

  Customer Answer

  Date: 06/29/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: there is no truth to the reason why GEICO decided to cancel my auto policy when they received a payment from me in the amount of $400 some dollars. Also, again I mention that I have only ever been insured with GEICO for all of my driving life. I would expect this behavior from them if I had accidents frequently. However, I’ve been a stellar customer with GEICO (only having 2 small fender benders over some 20 years).

  The blatant lies are, I was not transferred to an agent for auto policies. Next, they did not re-issue my policy approved as of March 22, 2023. They re-issued the same policy effective March 23rd. That policy was canceled by me on March 25th. Why was it canceled on the 25th you ask…because that is the date I expected the new policy with Hartford to be effective. This information I have known prior to March 11th when GEICO states that I called them to cancel the auto policy I had with. I’m sure that can’t make sense to anyone. That if I knew my new policy was effective for March 25th I would knowingly cancel the policy I had with GEICO covering my vehicles up to that date?
  
  As, a disabled person in this state, I would expect better treatment from a business. The fact that I never received a call back from GEICO is mistreatment and unprofessional. I called GEICO several times to resolve this issue. I was placed on hold, hung up on and worse I spoken to with deceit.
  
  GEICO states in their response letter the following:
  It is our business practice to confirm policy information, including the cancellation date, before canceling the policy.
  
  I assure you this was not done. They didn’t even have a recording of the call when I asked for one.
  
  Frankly, I’m a law abiding citizen of this state and I have no reason to fabricate the issues I complained about. I’ve been on this side before. It boils down to their word against mine. You have to ask yourself. Who has the most to lose here. Not me, I’ve started paying the fees forced on me by GEICO’s negligence. Those fees will neither make nor break me. It’s about the principles that GEICO has neglected to serve its lifelong loyal customer. So instead of meeting the customer by fulfilling their need, they chose to lie.
  
  Furthermore, I’m poised to take the next steps with my complaint. GEICO should admit they made a mistake and correct the problem instead of conjuring up falsehoods about the former policyholder.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:05/18/2023

  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 may 8th i reported to geico that my vehicle was almost stolen, they broke the window and messed up the key ingition . The adjuster came out on may 10 th looked at the car and only put in the repair report that the window was broken , not the fact that they broke the ignition and cut wires behind the steering wheel. Then when i got in contact with autobody shop on may 11th , they explained to me they knew my adjuster very well and also pointed out that everything in the system was red because there was no police report. I said okay I had to pay out of pocket $300 dollars to get my car to a new auto body shop. On may 15th I get my police report and other paperwork and submit to geico , for them to tell that my claim is still in the red and was sent to the special investigation unit because they believe something in the claim is fraud , due to the fact of coverage issues. They won't explain what coverage issues , and all they say is somebody from the department will get in contact with me . But it has been almost two weeks and i haven't had a car , they wont give a rental or refunded the money for the tow I had to pay . Until the investigation is over but nobody has reached out and everyone I call in the department does not answer. Now Im just lost on what to do . I call them and tell me the same thing everyday .

  Business Response

  Date: 06/13/2023

  June 13, 2023
  
  Better Business Bureau
  Dispute Resolution Team
  1411 K St. NW, 10th Floor
  Washington DC 20005-3404
  
  RE:       BBB ID:                       ********
  Complainant:                 ********************************
  Our Claim #:                  ****************
  Loss Date:                     May 8, 2023
  
  Dear Dispute Resolution Team,
  
  Thank you for your inquiry of June 8,2023.
  
  On May 9, 2023 our insured, ******************************** reported that his 2020 ************** had been vandalized. Due to the reported vandalism, we needed to investigate to determine the applicable coverages available for the loss. However, a vehicle inspection was made to assess the damages. On May 10, 2023 our auto damage adjuster inspected ***************-****'s vehicle and completed an estimate in the amount of $334.39.
  
  On May 22, 2023 we were able to resolve the coverage concerns and we spoke with ************************* to advise him of the same. A direct bill rental was established through ********** and the reservation number was provided to him. On May 24, 2023 and May 31, 2023, we spoke with ************************* regarding our initial estimate and advised to have his body shop of choice submit a supplement request for any additional damages found.
  
  On June 2, 2023 we received a supplement request from ****************-****'s body shop of choice and the supplement inspection was completed on June 5, 2023 in the amount of $232.93.Payments were issued accordingly to our insured for the initial estimate and the supplement the same day. In addition, on June 6, 2023 we issued payment to ************************* for reimbursement of a tow.
  
  Upon receipt of your inquiry, we contacted ************************* to discuss his concerns. ************************* stated that his mother had submitted the inquiry regarding the investigation however that there was no current or outstanding concerns or issues.
  
  If any additional information is needed, please contact, *****************************, Auto Damage Supervisor, at ************.
  
  Sincerely,
  
  ***************************
  Auto Damage Director

• Initial Complaint

  Date:05/15/2023

  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.

  Date - 5.15.23 To Whom it May Concern, Geico is forcing customers into auto pay. A Representative explain that the are not may insures out there and would hate for me to have to pay a higher rate. This seem to seem to me like a monopoly. I , personally, believe this is a violation of anti trust laws. Geico renew policy without any consent. This skips the process of being responsible for a better service. The government need investigate its renewal and auto pay policies. Make sure they are not unlawfully taking money out of accounts with proper consent. My rates went up and explanation was because of pre covid, mind you I still paid my bill. Will send White house same complaint.

  Business Response

  Date: 06/19/2023

   June 15, 2023
  
  Better Business Bureau
  Attn:  Dispute Resolution Team
  1411 K. Street, NW  10th Floor
  Washington, DC  20005-3404
  
  Re:      Complaint ID:    ********
  
  Dear Sir/Madam,
  
  This letter is in response to your June 5, 2023,correspondence regarding the above-mentioned complainants concerns.  We have not included any personal identifying information in our response. 
  
  Our insured purchased a policy for himself and his vehicle online on March 15, 2017.  At that time, he enrolled in automatic payment withdrawal via AutoPay and selected our paperless policy option. We offer our insureds several payment plans; however, some of the payment plans require the policy to be enrolled in AutoPay. Our insureds enrollment in AutoPay is voluntary and can be discontinued at any time.  As a reminder, to stop a payment, he must notify us up to one business day before the next schedule payment to prevent the payment from being extracted.  If he would like to postpone or stop payments; he can do so online at geico.com or via the mobile app. 
  
  In regard to the premium, there are many factors that affect insurance premiums, such as age, driving history, vehicle location, and the cost of repairing vehicles.  Insurance companies continually review and evaluate their rates to keep up with the ever-changing cost of repairing and replacing vehicles, as well as the medical and legal costs associate with claims.  We recently reviewed our rates, and it was necessary for us to increase our rates due to inflation and the increased costs associated with claims.  On July 18, 2022, his policy renewed effective September 1, 2022 for a six-month premium of $1,047.25.  The premium increased $190.64 from the prior policy term due to the recent rate increases we implemented in Illinois for our GEICO Casualty insureds. 
  
  We regret our insured feels the policy has been renewed without his consent; however, as we outline in our Illinois Family Automobile Policy, unless otherwise canceled the policy will expire as shown on the declarations.  The policy may be continued by our offer to renew and our insureds acceptance by payment of the required renewal premium prior to the policy expiration date. We offered our insured the renewal effective March 1, 2023 by sending the renewal policy documents. 
  
  A member of our policyholder relations team attempted to speak with our insured on June 15, 2023; however, was unsuccessful in reaching him.  If he would like to discuss his concerns further or if there are any further questions regarding the policy, please contact ********,Monday-Friday 8:30 a.m. to 4:00 p.m. EST, at ************.
  Sincerely,
  

• Initial Complaint

  Date:04/26/2023

  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.

  I have an auto insurance policy with Geico that was renewed on 2/25/23. I received a notice that it would be renewing and the amount owed for the year was $1,015.48. On 2/22/23 I logged into the Geico App on my phone in order to make the payment. The app offered different payment options. I could pay it in full for $1,015.48, or I could sign up for an installment payment plan to pay in either 4 payments, 6 payments, or another number of payments (I believe 10). I considered the amounts for each option, and decided to select the payment plan that is in 4 installments. The payment plan that I signed up for documented that there would be 4 equal payments of $253.87. It displayed the dates and amounts that would be charged for that plan, which were 2/25/23, 4/25/23, 6/25/23, and 8/25/23. I signed up for that plan and agreed to be charged those amounts on those dates. I then made the first payment of $253.87 on 2/25/23. On 4/26/23 I logged into the app to make a payment and saw that Geico had increased the amounts due on the 3 remaining dates of the payment plan to the following:4/25/23 $290.78, 6/25/23 $262.57,8/25/23 $262.57 Since these were not the amounts that I agreed to when I signed up for the payment plan, I contacted Geico to inquire about why that had changed the amounts that I originally agreed to. The customer service agent said was that the amounts that Geico offered and I agreed to when I signed up for the payment plan were actually incorrect, and this is because the app had erroneously applied the paid in full discount to an installment plan. I explained to them that I never was shown or agreed to those revised amounts, and I if I had known that they would be charging me an additional $112.83 after the fact, I would not have signed up for that payment plan. I understand that there was an error in their system; however I am not responsible for that error and I should not be responsible for paying an amount that I never agreed to.

  Business Response

  Date: 05/25/2023

  May 25, 2023

  Dear Dispute Resolution Team:
  
  This will acknowledge receipt of your request regarding the above-named case number.
  
  GEICO’s records show that on January 9, 2023, the information regarding the future renewal term to be effective February 25, 2023 to February 25, 2024 became available with an annual premium of $1,015.48.  As the policy was set up on a 1 payment plan, the premium amount included a Paid In Full discount of $112.82. 
  
  On February 22, 2023, the insured logged into the policy online via GEICO.com and adjusted the policy payment plan from the 1 payment plan to a 4 payment plan. We would like to note that while the payment plan was changed, the Paid in Full discount remained.  The reason for this is that the customer still has the option to pay the premium in full up by the renewal date in order to maintain the discount.  Therefore, the payment amounts due were being calculated based on the premium at that time which included a Paid In Full Discount.
  
  On February 25, 2023, a payment of $253.87 was received.
  
  As the renewal term effective February 25, 2023 was not paid in full, the Paid in Full discount was removed.  This resulted in an increase in annual premium from $1,015.48 to $1,128.31.  Since the policy is enrolled in GEICO’s paperless policy option, an email notification was sent to the insured’s email address on file on March 8, 2023, advising updated policy documents were available to view online at GEICO.com.  The policy documents advised that the Paid In Full discount had been removed since the policy had not been paid in full. 
  
  It is GEICO’s position that all proper procedures were followed in the handling of the policy in question.  While we understand our insured’s concern, we maintain that the removal of the Paid In Full discount and subsequent increase in billing is valid since our insured did not pay the renewal term in full.
  
  If you have any questions, or if GEICO can be of any further service in this matter, please contact Barbara of GEICO’s Executive Office at ************.  
  
  Sincerely,
  
  Katie D.
  Customer Service Manager
  

  Customer Answer

  Date: 05/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: when I selected the 4 payment option, at no time was I informed that the payment amounts I was being shown were later going to be changed after a certain date. If I had been provided that information at that time, I would not have selected the 4 payment option. I was not given the correct information at the time that I was selecting the plan. If the company policy is to remove an applied discount on a certain date, that should have been clearly stated on the screen where customers are selecting the payment, and they should be shown the amounts it will be adjusted to for each subsequent payment. The amounts that were shown contained the dates each payment was due, and 3 of those dates were after the date that the company knew they would be increasing those amounts, however the company did not relay that information to the customer when they were selecting the plan, which is clearly misleading. At the time that I realized that the amounts I had agreed to had been changed without my consent, I contacted customer service. At a minimum, due to the fact that I was given misleading information, at the time I contacted customer service, I should have at least been offered to pay the balance in full with the paid in full discount, as that would have been the option I would have chosen had I been provided the correct amounts when selecting the payment plan. I would never had agreed to pay an additional $112 for my policy to finance that amount had I known that is what the amounts would have changed to. 
  
  Regards,
  
  *********************************
  

  Business Response

  Date: 06/09/2023

  June 9, 2023
  
  Dear Dispute Resolution Team:
   
  This will acknowledge receipt of your June 1, 2023 follow-up inquiry regarding the above referenced private passenger automobile insurance policy.
   
  We reached out directly to the insured and have resolved her concern. A decision was made to apply the Paid in Full discount as long as the insured agreed to change her payment plan back to the 1 payment plan and pay her policy term in full.  The insured excepted and made a payment to pay her policy term in full. As a result, a Paid In Full discount has been applied. Please note that this exception is being made as a one-time courtesy to our customer as a matter of good customer service.
   
  If you have any questions, or if GEICO can be of any further service in this matter, please contact Barbara of GEICO’s Executive Office at ************.  
  
  Sincerely,
  
  Katie D.Customer Service Manager
  
  

  Customer Answer

  Date: 06/12/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************************
  

• Initial Complaint

  Date:04/18/2023

  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.

  Insurance provider GEICO added a driver to my policy without my consent. I contacted Geico chat on their website, and agent ****************** stated that a consumer reporting agency stated the driver lives in the same household. They do not: they live in a different country and have never been to USA.  ******** would not disclose which agency it was. Eventually, the agent stated chat management will override the addition of the driver to the policy, and I should see the change in 24 hours. I also contacted Geico phone support, where agent ***** stated that my request will take 3 to 5 business days to be processed by Geico underwriting department, and may or may not succeed. She also would not disclose which consumer reporting agency provided the information. So, here I am; my personal data has been impacted; GEICO is now owning up to the mistake; and now my insurance policy may be at risk of cancellation? For what?

  Business Response

  Date: 05/24/2023

  May 24, 2023  
  

  Dear Dispute Resolution Team,  
  

  We are in receipt of your correspondence dated May 11, 2023, regarding a complaint filed by our  policyholder. We have not included any personal identifying information in our response, as you  requested.  
  

  Our Underwriting Department reviewed the policy as part of our renewal process. Consumer reports indicated there was an unlisted household member at the rated address. GEICO writes a Family  Automobile Contract which covers our insured, our insured’s resident relatives, and any other regular  operators of our insured’s vehicles. To ensure that all parties are properly covered and protected under  this policy contract, when GEICO is notified of additional household residents, they are added to the  policy.  
  

  Prior to receiving this complaint, and after speaking with our policyholder, the additional driver was removed from the policy effective the day they were added. Updated documents and billing have been sent to our policyholder. There is no additional premium due on this policy due to the addition and  removal of the additional driver, and the policy is in good standing and currently not at risk of  cancellation. We appreciate our policyholder providing additional information to update the policy.  
  

  We trust this information is sufficient to allow you to close your file. If you have any additional  questions, please contact my associate, Cindy B****** at ********@geico.com or 1-800-841-4805, ext.  ****.  
  

  Sincerely,  
  

  Amethyst T***********  
  Manager  

• Initial Complaint

  Date:04/15/2023

  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.

  There is another customers rental policy listed under my GEICO policy account. It shows their names, addresses, phone numbers, email and year of birth. I called GEICO to have this resolved in February 2023. A month later it was not resolved. I called back in March and was told they're "working on it." Now it's April and it's still not resolved. I emailed again. And emailed the Privacy department because surely this is a violation of privacy. I was told to unlink it which I'm unable to because it's not my policy. I was told it's on their because it's my husband's. Which it's not. Surely I know my husband's name. My husband and the other customer share the same first name and birth year, but that's it. Finally the Privacy department contact told me to call the rental department number and left it at that. Which puts me back at square one. How do I get in contact with someone higher up? To 1. Remove this person's policy from my account and 2. Notify them of a violation of their privacy policy. Very frustrated that no one is taking this seriously. This means other people's information, including mine, could easily be on others accounts.

  Business Response

  Date: 05/24/2023

  May 24, 2023
  
  
  BETTER BUSINESS BUREAU
  1411 K Street, NW, 10th Floor
  Washington, DC 20005-3404

  Attention:        Dispute Resolution Team
  
  Complaint ID:  ********
  
  Dear Dispute Resolution Team:
  
  We have received your request for assistance on behalf of our policyholder. Please be advised that our records have been updated and this matter has been resolved.A response has been sent via United States Post Office mail to our policyholder.
  
  Sincerely,
  ***************************
  Manager 
  GEICO General Insurance Company

  
  

  Customer Answer

  Date: 05/31/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Wish it had been easier to fix and didn't take nearly 4 months. And concerned about privacy at Geico given this breach. But thank you for taking care of it finally.

  Regards,
  
  ****************************************