Business Profile

Insurance Companies

Geico

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 20 complaints handled through our conciliation process.

Complaints

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

Customer Complaints Summary

2,670 total complaints in the last 3 years.
886 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/02/2022
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 premium increased from $159 a month to $312 a month. No one at this company can give me a logical reason to a double increase in cost. I have never been in an accident. I have an impeccable driving record. There have been very few claims on my old vehicle a 2014 ***** and my new 2022 *****. My policy is from July to January and so on. There is nothing that I did as a driver to warrant this increase. I have been covered by geico for 21 years. The previous driver on my policy is no longer associated or affiliated with my policy and has not been for the last several months.
Business Response
Date: 12/28/2022
December 27, 2022

BBB of Metropolitan Washington DC
and Eastern Pennsylvania
1411 K St. NW, 10th Floor
Washington, DC 20005-3404

Attention: Dispute Resolution Team

Re: ***********************
Case ID: ********
Policy#: **********
Dear Sir/Madam:

This will acknowledge receipt of your December 15, 2022 inquiry regarding the above referenced private passenger automobile insurance policy.

Our insureds renewal for their policy term beginning January 16, 2022 was an increase over their prior policy renewal due to several factors. Part of the increase was a result of a rate increase we implemented in Texas for policies renewing on and after November 1, 2022. From time to time, we must make the difficult decision to adjust our rates in order to keep up with increased costs associated with repairing and replacing policyholder vehicles as well as treating accident-related injuries. Additionally, our insured’s premium was impacted by the loss of the Sponsored Marketing discount and the New Car discount. Finally, due to the recent accident and claims history, the policy’s overall risk placement was reassessed to ensure the appropriate premium was charged for the indicated risk.

We trust this information is sufficient to allow you to close your file. Please call ***************************** Complaint Underwriter at ************ if you have any further questions.

Sincerely,

Katie D***********
Customer Service Manager
Business Response
Date: 02/02/2023
January 30, 2023
Dear Sir/Madam:
This will acknowledge receipt of your additional inquiry received January 22, 2023 regarding the above referenced private passenger automobile insurance policy.
Our prior response dated December 27, 2022 provided the reasons for the premium adjustment. Since no new information was provided, we respectfully maintain the prior decision that the premium is valid. The increase was due to risk placement was adjusted based on the overall reported claims history and the premium adjustments GEICO has taken in the state of Texas.
Our policyholder may contact the Customer Service Department at 1-800-841-3000 or online at www.GEICO.com to remove the Mechanical Breakdown coverage which is currently a listed coverage. We do not have any records of a request to delete the coverage.
We trust this information is sufficient to allow you to close your file. Please call Marie B******** Complaint Underwriter at ************ if you have any further questions.
Sincerely,
Katie D*******
Customer Service Manager
Customer Answer
Date: 02/07/2023
[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: not only did they wrongly raise my rate they cancelled my homeowners insurance policy with out notifying me. I did not cancel that policy.

Regards,

***********************
Initial Complaint
Date:12/01/2022
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.
Geico again raised my rates for car insurance for the second time in the last 6 months. I dont even drive my cars more than 100 miles a month, and work from home. My wife does not work, and stays at home as well. Care insurance policies in the past went down year over year if you had no accidents or violations. Now the only way they want to provide me a discount is by installing a monitoring device, which they collect your private data and sell it on the open market. My life, and movements should be monetized, nor should I be tracked in my coming and going. Furthermore, the company would not lower my miliage driven to 100 miles per month without me filling out paper work that I would need to hire an attorney to review. Plus they raised my rates without notifying because some lawyers wrote small print in the contracts nobody reads. This company has no ethics when it penalizes people that dont even drive their cars, nor do they have any claims or infractions on their records for over 10 years. My wife has never even had a speeding ticket.
Business Response
Date: 12/22/2022
December 22, 2022
Dear Sir/Madam,
We received your correspondence regarding the above-noted complaint number. We have not included any personal identifying information in our response as you requested. Thank you for the opportunity to address the consumer’s concerns.
Periodically, insurers do have to increase their premiums because the cost of automotive repairs and replacements, and the cost of medical care continues to rise. Insurers also increase premiums when the severity and frequency of automobile accidents for their policyholders increase. Most of the time, when we increase our premiums, it is because of a combination of these factors. The premiums paid to GEICO are part of a pooling of resources from all our policyholders, and that pooled money is used to pay for claims. That’s why, even when driving records do not change, consumers may experience an increase in rates. We want to assure you we do everything we can to keep our rates as low and competitive as possible, while still being able to pay the claims our customers will incur.
In regard to our monitoring application, we do not sell any data obtained from our telematics program. The information helps us gain a clear picture of a customer’s driving habits. The goal of this program is to promote safe driving by increasing customer awareness of their driving habits. In doing so, the policy receives a discount for the first term for participating in the program as an incentive and then a policy will continue to either receive a discount or an adjustment to their premium at their next renewal.
We trust this information is sufficient to allow you to close your file. Please call Christy H****, Complaint Underwriter, at (**** ********, if you have any further questions.
Sincerely,
Katie D*******
Manager
Service
Initial Complaint
Date:12/01/2022
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 chatted with Geico on 11/18 to inquire about my insurance policy. My husband and I was trying to set up autopay on our account and was told that a payment of 931 was needed to set up autopay. I informed the representative that I was previously told that once I made a payment of 731 then the system would allow me to set autopsy. The chat ended. My husband then called Customer Service and spoke to a different representative where he was told to change the payment plan my husband and I would need to make a payment of 168 on or before in order to make changes to the account. We asked the representative more than once if the information provided was correct because we are constantly receiving misleading information by several representatives within the same company. He assured the information was accurate and that he would document the information provided. We told the representative that we would call to make a payment 12/1. He said that it would perfectly fine. The call ended. I chatted with a representative 12/1 and provided all the background information and was told that the amount to satisfy was 230. She then proceeds to tell me that she doesn't know what the representative saw when they provided that information. I want to make sure that this does not keep happening to other customers. That is misleading and constantly being provided false information is not the customer's fault and the obligations should be honored because the company provided the information. This was also advertised on the website that in order to change the plan the amount due on 12/1 was 168 in order to enroll in that payment plan with autopsy. Again false advertisement.
Business Response
Date: 12/27/2022
December 27, 2022
Dear Sir/Madam,
We received your correspondence regarding the above-noted complaint number. We have not included any personal identifying information in our response as you requested. Thank you for the opportunity to address the consumer’s concerns.
We have spoken with the consumer regarding the billing on the policy and explained the billing on the policy. The consumer understands and is satisfied.
We trust this information is sufficient to allow you to close your file. Please call Austen W******, Complaint Underwriter, at (**** ********, if you have any further questions.
Sincerely,
Katie D*******
Manager
Customer Service
Initial Complaint
Date:11/27/2022
Type:Product 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 am a loyal Geico customer. Based on my bank statements, Geico has been charging me for an additional fee for auto insurance in the amount of 249.34 (4/25/22), 283.28 (6/27/22-9/26/22), 252.03 (10/25/22-current). When I called about this issue none of the agents could see the amount that was being charged in my account. They could only see my current policies : # ********** I pay $244.07, #********** I pay $154.18, and #********** paid in full. I am confused of how Geico is withdrawing additional funds from me and cannot trace it. I am wondering if some sort of fraud or scam is going on in the company. I would like a refund of all the money that was taken from me that is not attached to a policy that I currently have. I have attached three of the charges from different months from my bank statement as proof that this money is being taken from me. These charges go from 4/25/22 to now.
Business Response
Date: 12/20/2022
December 12, 2022
Dear Dispute Resolution Team:
Thank you for recent inquiry dated December 12, 2022. I welcome the opportunity to discuss our insured’s policy concerns. We have not included any personally identifying information.
On April 23, 2022, our insured went online, and removed the 2006 ***** ****** from the policy ending in **** effective April 24, 2022. A few moments later, we created a separate policy, ending in ****, for the 2006 *****, with the insured listed as the Named Insured, and her son as an additional driver. That same day, a second policy was created, ending in ****, for the 2006 Honda with her son as the Named Insured. Both policies were enrolled into monthly automatic payments.
On December 4, 2022, our insured contacted us and notified us of the additional charges. We found that two separate policies were created for the same vehicle, and we cancelled the policy ending in 9876 effective the start date, April 24, 2022. On December 12, 2022, we processed a refund to our insured in the amount of $2,136.05.
A member of our customer relations team, ******* ******, contacted our insured and she is satisfied with the resolution. We hope this information resolves this complaint. If you need additional information or assistance, please contact *** ****** at ********@geico.com or ###-###-####. Her office hours are Monday through Friday, 7:30 a.m. to 3:30 p.m. EST.
Sincerely,
Katie D*******
Manager
Customer Service
Customer Answer
Date: 12/22/2022
[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*************************
Initial Complaint
Date:11/23/2022
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.
Cannot reach customer service in order to gain access to account. Am locked out and can't make my payment. Have tried for over a week. These links include documentation of my efforts and a letter describing what has occured. ************************************************************************************************* *******************************************
Business Response
Date: 12/19/2022

December 14, 2022

BETTER BUSINESS BUREAU
1411 ST NW, 10TH FLOOR
WASHINGTON, DC 20005-3404

Complaint ID: ********

Attention: Dispute Resolution Team,

We received your correspondence, regarding the above noted complainant. We have not included any personal identifying information in our response as the Better Business Bureau has requested.

On October 21, 2022, a reminder billing schedule was sent to our insured reminding her payment of $126.26 would be drafted from her Recurring Credit Card (RCC) on November 01, 2022. In accordance with the reminder bill, the payment of $126.26 was processed and declined by our insured's credit card issuer on November 01, 2022. Since our insured's October 01, 2022 and November 01, 2022, payments were both declined by our insured's credit card issuer the card was unenrolled from the RCC and a notice sent to her advising of the action. GEICO sent a Post Office Receipt Secured (PORS) notice to our insured on November 02, 2022, advising if payment of $126.26 was not received by November 18, 2022, the policy would cancel. GEICO offers our insureds many ways to process their payments such as but not limited to:
the Interactive Voice Response (IVR) system, a customer service or internet agent, GEICO.com/GEICO mobile application, and some GEICO Field Representative’s Offices (GFR) also process payments. When no payment was received, the policy was canceled effective November 18, 2022.

On November 21, 2022, our insured initiated an online chat via GEICO.com/GEICO mobile application and advised an agent that she forgot her online username and password. Our insured further stated the information was stored on a laptop which she no longer had access to and her policy was going to cancel if she did not make the payment. The agent informed our insured that her policy canceled on November 18, 2022. Our insured stated she thought the cancellation date was November 20, 2022 and was again advised that it was effective November 18, 2022. During the online chat, our insured advised the agent that she was unable to access her email and provided a new email address and telephone number. The agent then offered to further assist our insured, but she became unresponsive and the chat was disconnected. Later that day, our insured initiated a chat with another online agent and advised that she lost connection on multiple occasions and her chat were disconnected. The internet agent asked our insured to provide a contact telephone number to reach her if her connection was lost and a one was provided. The agent then advised our insured that her policy canceled due to non-payment effective November 18, 2022 and offered to assist her with processing the payment and reinstating her policy moving forward. Our insured did not elect to proceed with processing a payment or reinstating her policy at that time. The agent then advised our insured that she would reset her online login credentials and once her policy was reinstated, she would need to establish a new login. The agent attempted to continue chatting with our insured, but she became unresponsive again and after several attempts of the agent trying to correspond, the chat ended. The internet agent attempted to contact our insured via the telephone but was unsuccessful. On November 22, 2022, an internet agent received a link reflecting our insured being unable to access her policy online due to the incorrect login credentials. Our insured advised that she did not recall her credentials and used her stored login from her laptop, which she no longer had access to. The agent again attempted to contact our insured via telephone to assist her but was unsuccessful and left a voice message. On November 23, 2022, our insured initiated a chat with two different internet agents who said that while trying to correspond with our insured online she advised her cellular telephone screen froze and she again became unresponsive and the chats ended.

Upon receipt of this complaint, we have reviewed our insureds policy and transactions that have taken place. We were unable to identify our insured attempted to contact an agent via online chat in November or process her payment to continue her policy prior to the policy's cancellation on November 18, 2022. Since our insured's initial chat attempt on November 21, 2022, we have tried to assist her with her concerns on multiple occasions via the internet and attempted phone calls. In addition, several agents have attempted to assist our insured with processing her payment and reinstating her canceled policy moving forward but she has declined. According to the documentation and notifications received from our insured, her cellular telephone screen was freezing during online chat session, which would need to be addressed via her cellphone or wireless network provider. In addition, our insured stated that she no longer recalled her online login credentials which prohibited her from logging in. Our insured’s login credentials have since been reset. If our insured elects to reinstate her policy moving forward, she is able to contact an agent via telephone/online chat, or select GFR offices to process her payment (s) and proceed. Once this is completed, our insured can establish new login credentials to again access her policy online.

We appreciate the opportunity to address our insured’s concerns. Should the Better Business Bureau require any further information or documentation from GEICO, please contact Tia M. at ************ or **********@geico.com.

Sincerely,

Andrea B******
Assistant Vice President
Virginia Beach Regional Office
Initial Complaint
Date:11/17/2022
Type:Sales and Advertising 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 am unpleased with the way geico does business with its members. I recently found that for the month of November, geico pulled out nearly $600 from my checking account with no notification to me whatsoever. I called geico on Nov 14 to request my policy be canceled and that's when I found that I had been being charged $440 since May instead of the $335 I had been paying. Last time geico increased my premium, I was notified via email or text and I called them right away and the premium amount went back down and they retained my business. This time there was no notification, no mail, email, or text. They had all the incorrect information and I've called before to have them email me my insurance cards which i did receive. I'm a widow, I cannot afford their prices and they did not have my authorization to pull out more money than what was previously discussed with NO notification.
Business Response
Date: 12/02/2022
December 1, 2022
Dear Sir/Madam,
We received your correspondence regarding the above-noted complaint number. We have not included any personal identifying information in our response as you requested. Thank you for the opportunity to address the consumer’s concerns.
We spoke to the consumer regarding their concern. We explained paperwork was sent to the e-mail address on file. We did not have a record of a request to update the e-mail address and apologized for any inconvenience that caused. We confirmed the policy was canceled per the consumer’s request and a refund of unused premium was returned to their account. The consumer was satisfied with the resolution.
We trust this information is sufficient to allow you to close your file. Please call Christy H****, Complaint Underwriter, at ###-###-####, if you have any further questions.
Sincerely,
Katie D.
Manager
Service
Customer Answer
Date: 12/14/2022
[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Staff should be trained to ask consumers on each call if address, phone, and email are still current so that price increases are not a surprise and consumers have to option to go elsewhere if the increase is not affordable.

Regards,

*****************************
Initial Complaint
Date:10/31/2022
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 June 2, 2022, I willingly canceled my insurance with Geico after making a monthly payment on May 25th of $228.67. I spoke with 2 representatives, between May 26th-June 1st (only record of call) & on June 2nd. When I called on June 1st, I spoke to a blk woman who was very thorough with info as I asked multiple questions regarding canceling prior to the request. She let me know if I canceled, I would receive a refund from my recent payment of $185.00. The next day, June 2nd, I talked to a white guy who helped me cancel the policy but prior to, I also asked him the same questions about canceling my policy, consequences & payment refunds. He sd the same as 1st rep & sd if I started my policy with someone else, I wouldn't hv a lapse. While on the phone w the rep, he asked that I send a written statement to cancel which I did on 6/2 & he also confirmed, just like the 1st rep that the refund would be 185. They both confirm my id & state prior to giving me refund amount on a recorded line. A few days later, they refunded me $60 & sd that bc of my state, I wasn't entitled to the full refund amount. I then complained & tried to get supervisor support but nothing was done about the misinformation of money I was owed that they never refunded although the manager confirmed fault on behalf of Geico. End of Sept. I received a letter dated 9/19/2022 from the DMV that Geico sent a FS1 stating that my policy canceled on 7/19 & that I now had a lapse which is false. Due to the false fs1, I was unable to get a job & didn't even know I had this item on my background. I called Geico & 2 reps, Danyel & Jenna told me that the system automatically sends a FS1 although i made them aware i was canceling on June 2nd & going to a new insurance company. They auto sent a FS-1 falsely, with the date of 7/19 listed on the FS1 as the date I canceled. I told Geico that their business was horrible & i wouldn't be back & bc of it Geico has retaliated against me by sending false legal binding docs.
Business Response
Date: 11/18/2022
November 15, 2022

BETTER BUSINESS BUREAU
1411 K ST NW, 10TH FLOOR
WASHINGTON, DC  20005-3404

Complaint ID: ********

Attention: Dispute Resolution Team,

We received your correspondence, regarding the above noted complainant. We have not included any personal identifying information in our response as the Better Business Bureau has requested.

On June 02, 2022, we received a written request to cancel our insured’s North Carolina policy effective June 02, 2022. According to our insured’s request the policy was canceled effective June 02, 2022. It is our process when a policy is canceled, for an automatic notification to be sent to the Department of Motor Vehicles (DMV) advising of the cancellation. our insured’s policy was to be effective May 26, 2022 through November 26, 2022. In accordance with our policy contract, our insured’s policy was cancelled using the short rate factor provision. The policy contract was provided at the policy’s inception and most recently at the policy renewal.  GEICO’s Contract language, specifically outlines in Part F- General Provisions, in the Section labeled “Other Termination Provisions” the following:

Part F – General Provisions – Other Termination Provisions
3. If the Named Insured or a premium finance company cancels this policy, the premium owed or premium refund due will be calculated according to the short rate provision contained in our manuals

Below is a list of transaction premiums and payments which resulted in the refund amount:

Beginning premium 05/26/2022= $1,434.50 ($1,395.60+ $38.90)
Premium after the endorsement on 06/02/22= $1,412.37 ($1,434.50- $22.13)
Prorated amount after cancellation = $1,207.89
Premium after cancellation 06/02//2022 = $173.25 ($1,412.37- $1,207.89 - $34.23 recoupment fee +$3.00)
Total payment amount = $241.99
Total refund amount = $68.74

We have confirmed the refund amount is correct and it has been refunded to our insured’s credit card on file on June 03, 2022. We were unable to identify that our insured was advised of an alternative refund amount. We apologize if there was any confusion regarding GEICO’s short rate provision to cancel our insured’s policy but it was canceled in accordance with our policy contract and the North Carolina Personal Auto Manual.

Upon receipt of this complaint, we attempted to obtain the call referenced by our insured that occurred in June of 2022, prior to her canceling the policy. However, since recorded calls are retained for up to thirty days and we have exceeded that timeframe we were unable to do so. According to our records, we spoke with our insured several times following the cancellation of her policy and confirmed the $68.74 refund amount was accurate for coverage provided through June 02, 2022. We apologize if there was any confusion surrounding the cancellation of our insured’s policy regarding the refund and/or notice of termination date but it was canceled in accordance with our policy contract and the North Carolina Personal Auto Manual.
Our insured’s policy was previously canceled with GEICO on June 02, 2022, and remained canceled beyond the time specified on the termination notice of July 19, 2022. The termination notice is customarily sent to confirm current insurance is in place when another policy has canceled. The termination notice requested our insured provide her current insurance information reflecting coverage on July 19, 2022, which would confirm insurance was in place and avoid a lapse of coverage. Since our insured was not insured with GEICO at that time, verification of her current insurance would’ve satisfied their request. On November 15, 2022, we attempted to contact our insured to inform her of this and address any concerns but was unsuccessful and left voice message.

We appreciate the opportunity to address our insured’s concerns. Should the Better Business Bureau require any further information or documentation from GEICO, please contact Tia M. at 757-301-3749 or **********@geico.com.

Sincerely,

Andrea B************
Assistant Vice President
Virginia Beach Regional Office
Initial Complaint
Date:10/29/2022
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.
I applied for a Geico Auto Insurance policy for a new vehicle that I planned on purchasing through ******. I did not end up purchasing the vehicle, so I requested that Geico cancel my policy immediately; since there was no coverage provided, as I did not purchase the vehicle, my account balance should be $0.00. Geico continues to send me invoices for auto insurance that was never provided, and refuses to close out my account. They are now threatening to send the account to collections, even though I did not have insurance.
Business Response
Date: 11/08/2022
November 8, 2022

BBB of Metropolitan Washington DC
and Eastern Pennsylvania
1411 K St. NW, 10th Floor
Washington, DC 20005-3404

Attention: Dispute Resolution Team

Re: *************************
Case ID: ********
Policy#: **********

Dear Sir/Madam:

This will acknowledge receipt of your November 5, 2022 inquiry regarding the above referenced private passenger automobile insurance policy.

Our records show that after receiving an electronic check payment in the amount of $279.59 via GEICOs website on July 29, 2022, the above policy was established effective July 30, 2022 in the name of ******************************* to insure a 2022 ******* ******.

On August 5, 2022, ************** contacted GEICO and requested to cancel the policy effective July 30, 2022. The policy was cancelled as requested, and a full refund for $279.59 was issued back to **. ****** account on August 6, 2022. However, GEICO was notified by **. ****** bank on August 9, 2022 that her initial payment for $279.59 was not honored due to insufficient funds. Therefore, the policy reflects an outstanding balance of $299.59 for the amount she had already been refunded, plus a $20.00 returned payment fee. On October 27, 2022, the outstanding balance was referred to a credit collection services vendor since ************** did not respond to our companys attempts to collect the outstanding earned premium.

If you require further assistance with this matter, please contact the undersigned at ************.

Sincerely,

Maria O*******;
Executive Office
Initial Complaint
Date:10/27/2022
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.
Hi, I had moved to a new address in January 1st 2022 and have a lease agreement to prove this. That lease agreement has been attached to this complaint. I am requesting my policy address change to be backdated to 1/1/22 as Ive been charged higher premiums from January 2022 through October 2022, and this is unacceptable. There is a clear document that proves I have been residing at this address throughout 2022. I tried calling in about this only to be spoken to rudely by ****, who literally decided he can end the call on me after just getting on the phone as a supervisor. Very unprofessional. You can listen to how he was rude and ready to hang up the phone on me when I was asking if writing a letter to corporate would help. How about is there anything else I can help you with next time?! The response he got was justly appropriate. You can listen in here. *********************************************** I would recommend looking into this and getting my policy adjusted or I will have to consider moving my business elsewhere.
Business Response
Date: 11/18/2022
November 18, 2022

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

Attention:        Dispute Resolution Team

Regarding:      ****************
Complaint ID: ********

Dear Dispute Resolution Team:

We have received your request for assistance on behalf of ****************. A response to ************** has been sent via United States Post Office mail.

Sincerely,

Karen D********
Assistant Vice President
GEICO General Insurance Company
Customer Answer
Date: 12/28/2022
[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 have submitted the documentation Geico requested of me to the email address provided in their letter forwarded by the BBB. This email was sent today 12/28/22 at 7:20am and a copy of this email to Geico has been attached to this response. I have also provided the supporting documentation to backdate the adjustment to my address on my Geico policy # ********** to this response as well. The reason I am rejecting this response is because the matter still hasn't been resolved. Geico still needs to review the documentation and backdate the adjustment to my address on my Geico policy in order for me to consider the matter resolved to my satisfaction. Please continue to keep this complaint open so that I can respond once we hear back from Geico after they've reviewed the documents provided with an acceptance or rejection to their final resolution.

Regards,

****************
Business Response
Date: 01/18/2023
January 18, 2023

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

Attention:        Dispute Resolution Team

Regarding:      ****************
Complaint ID: ********

Dear Dispute Resolution Team:

We have received your request for additional assistance on behalf of ****************. We would like to confirm that we previously received the documentation our insured provided. On 01/03/2023, the policy was updated to backdate the adjustment to the address effective 01/01/2022 and the premium was adjusted accordingly. That same day, an email was sent to the insured confirming this information. Additionally, the updated policy paperwork and billing information is available via our insureds online account.

Sincerely,

Karen D**********
Assistant Vice President
GEICO General Insurance Company
Initial Complaint
Date:10/01/2022
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 called in July to put my car in the storage because I would be traveling internationally and won't use the car at all. They also told me that the car would be "automatically" out of garage on August 11. They also told me that the insurance premium will be like 20% of original during garaged time and be refunded to me (I already pre-paid). I believed in these statements. Just in end of September I called Geico for another issue, and then I was told the car was never taken out of storage. I told them to take it out asap and I was lucky that there was nothing happened during then. I also asked them to process the refund. They called me back a couple days later saying that I am suppose to relinquish my plate to DMV. And they will not honor the garage time. This is seriously ridiculous. Please honor the garage time and make a refund. Also I was driving with no insurance for more than one month. Please compensate the risk I am taking by removing premium as well.
Business Response
Date: 10/14/2022
October 14, 2022

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

Attention: Dispute Resolution Team

Regarding: ***********************
Complaint ID: ********

Dear Dispute Resolution Team:

We have received your request for assistance on behalf of ************************ A response to ************ has been sent via United States Post Office mail detailing the handling of the policy.

Sincerely,

Karen D*********
Assistant Vice President
GEICO General Insurance Company
Customer Answer
Date: 10/24/2022
[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:

---------- Forwarded message ---------
From: *********************** <*********************>
Date: Sat, Oct 22, 2022 at 8:55 PM
Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
To: Better Business Bureau <[email protected]>, <[email protected]>

Hello,

Geico sent me a letter saying they have applied a credit to my account, however the credit wasn't reflected at all and I could not see it.

Can you ask Geico to reach out to me as I don't seem to have a point of contact for this issue.

Thanks
Regards,

***********************
Business Response
Date: 10/27/2022
October 27, 2022
BETTER BUSINESS BUREAU
1411 K Street, NW, 10th Floor
Washington, DC 20005-3404
Attention: Dispute Resolution Team
Regarding: ***********************
Complaint ID: ********
Dear Dispute Resolution Team:

We have received your follow up request for assistance on behalf of ***********************. Our records reflect that a refund in the amount of $83.62 was credited back to the credit card from which the initial payment was taken.
Sincerely,
Karen D********
Assistant Vice President
GEICO General Insurance Company

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