Complaints

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

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  Agency Services, Inc.

  8900 Elkridge, MD 21075

• 

  Agency Services, Inc.

  PO Box 8820 Elkridge, MD 21075-8820

• 

  Agency Services, Inc.

  PO Box 8900 Elkridge, MD 21075-8900

• 

  Agency Services, Inc.

  7450 Coca Cola Dr Hanover, MD 21076-1394

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:05/20/2025

  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 April 11, 2025, one of AICs insured drivers hit my vehicle. I filed a claim with them and received a claim number and an assigned adjuster. After numerous attempts and finally calling from another number, I was able to talk with the adjuster. The adjuster asked for the police report and pictures of the damage which I emailed promptly. Despite multiple calls and emails afterwards, I have yet to receive a single response from this individual. It has been over a month, and I have no idea what stage of processing this claim is in, or if any! My car has been sitting in a garage with the doors smashed in, half hanging on by its hinges.I own a small car rental business and have dealt with many insurance providers over the years, including ***********, *****, ****, and others. Ive never experienced anything like this! Typically, straightforward claims like thisespecially with a police report showing clear fault, and a distracted driver citation to their insuredare resolved within a couple of weeks from start to finish. Also, along the way, youll receive updates throughout the process informing you of what stage your claim is in.Looking at AIC reviews, my experience doesnt look as if Im just dealing with a unresponsive employee, this behavior is pervasive! AIC has built a reputation of ignoring claims and failing to communicate with claimants. This level of service is completely unacceptable for any insurance company.I am seeking not only for AIC to pay for repairs, but also for loss of use, loss of income and diminished value of the vehicle.

  Business Response

  Date: 05/23/2025

  This is in response to complaint ********. Please be advised that AIC has concluded the investigation into this claim and found their insured liable. Payment has been issued to the complainant in the amount of $5,957.61 for the damages to his vehicle. 

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23352522
  
  I am rejecting this response because: This matter is not resolved, I received the check for repairs however i will not close this matter until my car is repaired and i'm compensated for Lose of Use and diminished value. I will keep AIC informed throughout the repair process and hope the dialogue is reciprocated. 
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:05/13/2025

  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.

  04/18/25- involved in a NOT-AT-FAULT accident with an AIC (agency insurance company) policy holder. I have dash cam footage of their policy holder hitting me while they came into my lane, the police were called and they other driver was found 100% at fault. AIC has denied my claim and will not take responsibility at all. I'm a victim of deny, defend and depose. I have been arguing with them for weeks and its against the law for them to deny when their policy holder was found at fault. I'm doing anything and everything i can to report them, have them investigated or however this works because they're illegally avoiding their responsibilities. SOMETHING NEEDS DONE!

  Business Response

  Date: 05/15/2025

  Please be advised that we have accepted liability and are currently handling this claim. 

• Initial Complaint

  Date:02/25/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was recently involved in an accident with a driver insured by AIC. Since then the insurance company has accepted fault and the claim moved forward. I sent in pictures to get my estimate and then to get my car fixed. Everything was going smoothly until it was time to get my rental car. I am working with a claim specialist ******* ***********. When discussing my rental car I informed Ms. *********** that I have a small business and I responsible for getting inventory so we can operate properly every week. Because of this, I need a vehicle comparable to the one I have which is an SUV. Ms. **** refused to accommodate me, with no reasoning behind this. I asked to speak to management and she refused that too. I've spoken to other agents at AIC and enterprise rental and they said its something they can be done and they just need a request from the insurance company. She has been very rude, for no reason at all, and its very upsetting everytime I speak with her. I have spoken with other agents that said they would forward my claim to management, and I still have not heard anything back. The other claims agents have forwarded me straight back to Ms. **** after expressing the terrible interactions we have had. Having a sedan can hinder my business operations if I am not able to get the supplies we need on short notice. I am not understanding why it is so hard to simply provide the same kind of vehicle that I currently have! I am not asking for upgrades or trying to get over, I also would like to understand why their agents are allowed to treat people so poorly and leadership doesn't correct or reassign the claim. The vehicle that I have is too small for my car seats and supplies and I am not sure how long the collision center will have my vehicle, which will cause me to rent a van, a cost I should not have to incur when I have a vehicle that does the job just fine but I am without right now because of the accident.

  Business Response

  Date: 02/28/2025

  The client was provided a rental vehicle in a timely manner.  Under Maryland law basic transportation is owed and was supplied in this instance

• Initial Complaint

  Date:02/12/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was hit on the side of my vehicle by a driver who ran a stop sign and carries Agency Ins out of MD. I went through their process of filing a claim and submitted all pictures and documents they required. I was told by their agent, *****, that they were taking fault and would pay any damages up to $5000. He said he would contact me back with an estimate so I could then go and get my car repaired. Both passenger side doors are smashed in and leak. Its now 3 weeks past when I filed and I've called and emailed numerous times with no response. The adjuster, *****, says on his voice-mail that he will return the call within 2hrs but never calls back. I'm now stuck with a smashed car and will have to use my own insurance and pay my deductible to fix my car even though it was their driver that ran the stop sign and struck me. All of the reviews for this business give the same exact experience with them of not returning messages.

  Business Response

  Date: 02/17/2025

  The estimate for the complainant's vehicle has been completed and the check for the damages has been mailed out. The complainant has been explained the repair process as well.  

  If there are any other questions, the complainant can call AIC and the questions will be handled. 

• Initial Complaint

  Date:02/06/2025

  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 am formally requesting a more detailed explanation regarding the denial of my claim. Specifically, I seek clarification on the investigative steps that were taken to determine fault and liability in this matter.There are several concerns I would like to raise regarding the handling of the investigation. Notably, neither myself nor my spouse was contacted by the adjuster for a statement. Furthermore, no efforts appear to have been made to obtain statements or supporting documentation from the dealership that originally sold the vehicle. These omissions suggest that the investigation may not have been conducted with the necessary thoroughness to accurately assess liability. It seems that the statement provided by the named insured was accepted without sufficient scrutiny, despite the fact that the claimant possesses direct evidence that contradicts this ********** light of these concerns, I respectfully request a more comprehensive explanation of the reasons behind the denial, as the information provided thus far is inadequate to fully understand the basis of the decision.

  Customer Answer

  Date: 02/06/2025

  Freeze frame data sheet provided by the ******* dealership. This data confirms the name-insured is at fault for causing the damage to the brakes seizing. 

  Business Response

  Date: 02/10/2025

  This will acknowledge complaint ********. Please be advised that the AIC adjuster and appraiser both investigated this claim. It was alleged that the AIC insured damaged the emergency brake system on the complainant's vehicle while unloading it from their tow truck.  The complainant alleges that the emergency brake was left on when the vehicle was unloaded and that is what damaged it. The AIC insured advised that the emergency brake was not left on and the vehicle was delivered correctly. AIC's investigation found that on this make and model of vehicle, the emergency brake automatically disengages when the vehicle is moved out of PARK and put into Drive or Reverse. 

  a simple web search stated: Yes, a Porsche Taycan's electronic parking brake (e-brake) will automatically disengage when the vehicle is put into gear and the accelerator is pressed, meaning it releases automatically when you start driving; this is a standard feature in most modern cars with electric parking brakes. 
  Key points about the Taycan's e-brake:
  Automatic release:
  When you put the car in gear and press the accelerator, the e-brake will automatically disengage. 
  Safety feature:
  This design helps prevent accidental driving with the parking brake engaged, which can damage the brake system

  ***********************************************************************************************************************************************

  as such the claim was denied as it is impossible that the AIC insured left the emergency brake on when unloading the vehicle as the brake automatically disengages. 

  Customer Answer

  Date: 02/10/2025

  A thorough investigation would have revealed essential details pertaining to this claim. The respondent has failed to address critical information provided to them AFTER the filing of this complaint. Specifically, the Porsche Arlington dealership has submitted freeze frame data for the vehicle, which confirms that the brake issue occurred at ****** miles. The current mileage of the vehicle is ****** miles. I have included the email from the service advisor, along with the freeze frame data for reference. This evidence directly contradicts the assertion made by AIC's insured client that they neither operated the vehicle nor caused the damage. I have not driven the vehicle, as it was delivered to me in an undriveable condition.

  
  Furthermore, the ****** search referenced by the respondent fails to address three critical requirements necessary for the automatic parking brake release feature to engage. These requirements are as follows: 1. The engine must be running, 2. The drivers door must be fully closed, and 3. (most importantly) THE DRIVERS SEAT BELT MUST BE FASTENED. The official Porsche documentation, rather than a ****** search, confirming these conditions can be found here: Porsche Official Link (**********************************************************************************************************************************************************************************************************)
  Additionally, it is important to note that the automatic parking brake disengages only when the vehicle is shifted into gear and moves FORWARD, not when in REVERSE.

  
  In light of the foregoing, I respectfully request that liability be appropriately assigned to AIC's client, the current denial be reconsidered, and that repairs to the malfunctioning systems be undertaken without further delay.

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22906281
  
  I am rejecting this response because:

  A thorough investigation would have revealed essential details pertaining to this claim. The respondent has failed to address critical information provided to them AFTER the filing of this complaint. Specifically, the Porsche Arlington dealership has submitted freeze frame data for the vehicle, which confirms that the brake issue occurred at ****** miles. The current mileage of the vehicle is ****** miles. I have included the email from the service advisor, along with the freeze frame data for reference. This evidence directly contradicts the assertion made by AIC's insured client that they neither operated the vehicle nor caused the damage. I have not driven the vehicle, as it was delivered to me in an undriveable condition.
  
  Furthermore, the ****** search referenced by the respondent fails to address three critical requirements necessary for the automatic parking brake release feature to engage. These requirements are as follows: 1. The engine must be running, 2. The drivers door must be fully closed, and 3. (most importantly) THE DRIVERS SEAT BELT MUST BE FASTENED. The official Porsche documentation, rather than a ****** search, confirming these conditions can be found here: Porsche Official Link (**********************************************************************************************************************************************************************************************************)
  Additionally, it is important to note that the automatic parking brake disengages only when the vehicle is shifted into gear and moves FORWARD, not when in REVERSE.
  
  In light of the foregoing, I respectfully request that liability be appropriately assigned to AIC's client, the current denial be reconsidered, and that repairs to the malfunctioning systems be undertaken without further delay.

  
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 02/11/2025

  AIC maintains its liability denial on this claim. The AIC insured advised that he did not drive the vehicle with the E-brake on. Additionally, he states the complainant called him after the vehicle was delivered and asked him to drive the vehicle into a driveway and asked questions about the vehicles operation. The insured refused to do so. Per the complainant, the vehicle was purchased from a dealer in ************** and was not tested nor inspected prior to purchase. The vehicle was touched by other parties before the AIC insured picked it up and AIC maintains that that vehicle was either sold damaged or was damaged by another party. There is no conclusive evidence that the AIC insured damaged the vehicle. As such the AIC liability position stands. The complainant is more than welcome to go through their own insurance and have their company subrogate AIC or file suit against the AIC insured and we will defend the suit. 

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22906281
  
  I am rejecting this response.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:01/16/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They won't issue a check or return calls.

  Business Response

  Date: 01/22/2025

  Please be advised that the complainant has been paid for her claim. The initial check mailed was not received. A stop pay was done and a second check has been issued. A copy of the check is attached. 

• Initial Complaint

  Date:11/05/2024

  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.

  Cancelled insurance 9/11/2024. On 11/1/2024 I received a bill for $126.59. How do I get a bill 2 months later on a cancelled account. The even sent me a refund check . Now they want me to pay September's bill because they made a mistake. I feel they are taking advantage of me. I am 85 years old and my car was stolen earlier this year. I didn't know how to cancel the insurance without help. I just want tehm to leave me alone. I don't owe them any more money. They are like a recurrring nightmare.The agent my insurance is with in AIC is based in **********, **.

  Business Response

  Date: 11/08/2024

  Good afternoon,

   

  We certainly understand the customer's confusion.  And, understand the angst surrounding having one's car stolen.  I think, given the theft of the vehicle, the customer intended to no longer maintain ********************** and so asked her bank to stop the regularly scheduled monthly EFT payment.  Though a formal request to cancel was not received until early October..  The payment for 9/5/2024 of $126.59 was stopped by the customer's bank and not paid.  Unfortunately, due to a system delay, we did not get this reversal of a payment processed until after receiving the formal policy cancel request from the customer.  Thinking that payment was good and seeing it applied to the policy, we issued a refund to the customer.   With the 9/5/2024 payment now properly reversed due to the payment stop from the customer's bank - since no funds were actually collected by AIC for that prior 9/5/2024 payment, the policy now shows as having a balance due.  The error was AIC's in the delay in processing the 9/5/2024 EFT stop payment so AIC has waived off the balance due of $126.59 and will not pursue collection from the customer.

• Initial Complaint

  Date:10/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AIC Insurance policy holder hit my car in a ********* parking lot tried to hit and run but I was able to stop her and called police, tried to deny hitting my car, thankfully the police officer was able to see the security camera footage and seen the lady backed into my car. After reading all the BBB complaints against AIC, hard to believe they are still in business. The damage to my car was minimal $1,409.18sent estimate to adjuster along with pictures like I was ask to do and a copy of the collision report. It took almost two weeks before I heard from the adjuster, that said they done their estimate from the pictures I sent and was only going to Pay $680.60 and I could turn the rest in on my insurance, well in ** the insurance at fault has to pay the full amount of the damages. Not turning in on my insurance, they treat people like they are stupid. My husband was an insurance agent in ** and said unethical Insurance trys to pull c*** like this. Will probably end up suing the lady that hit me and then she can deal with her unethical AIC insurance. AIC really needs turned in to the ****

  Business Response

  Date: 11/01/2024

  In regard to this complaint, AIC has accepted liability for the loss and paid the complainant for their damages based off an initial estimate.  The AIC claims adjuster spoke with the complainant and advised them of the supplement process. If the complainant's shop of choice finds additional related damage or has a difference in estimate, they simply need to contact the AIC appraiser for a supplement to the estimate.  Damage unrelated to the loss will not be covered as they were not caused by the negligence of the AIC insured. If there is a supplement to the estimate, it will be paid directly to the body shop. A rental vehicle can be provided if needed. 

  Please see the below claim notes where the supplement process was explained: 

  BSHARP Initial Contact CLAIMANT CONTACT
  OBC TO CLAIMANT ****** ******
  CLAIMANT IS ***ISING THAT WE WROTE A FRAUDULENT ESTIMATE.
  *** ESITMATE WAS WRITTEN FOR DAMAGE SEEN IN PHOTOS. *** OF SUPPLEMENT PROCESS
  CLAIMANT ***ISED THAT WE ARE ACTING IN BAD FAITH.
  ***ISED THAT WE ARE WILLING TO PAY FOR REPAIRS THAT ARE LOSS RELATED. *** IF ADDITIONAL REPAIRS ARE REQUIRED, SOC WILL WORK WITH APPRAISERS FOR SUPPLEMENTS.,
  CLAIMANT ACCUSED OF NOT OFFERING RENTAL. ***ISED RENTAL IS OWED AND THAT I WOULD BE HAPPY TO SET A DIRECT BILL FOR THE REPAIR TIME. CLAIMANT ***ISED HE NEVER RECEIVED ANYTHING ABOUT RENTAL IN WRITING. CLAIMANT ***ISED HE IS A INSURANCE AGENT AND KNOWS HOW THIS WORKS. ***ISED IF NOT HAPPY WITH REPAIR AND SUPPLEMENT PROCESS AND RENTAL DB, CLAIMANT IS WELCOME TO FILE CC FOR DAMAGES AND THEY CAN SUBROGATE.
  CLAIMANT THEN ***ISED HE TOLD ME TO NOT CONTACT HIM AGAIN AND I CALLED HIM AGAINST HIS WISHES. ***ISED I RECEIVED A CALL BACK REQUEST AT 1:17PM TODAY TO DISCUSS PD. CLAIMANT THEN HUNG UP THE CALL.

• Initial Complaint

  Date:09/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mr. ***** had hit my vehicle in the parking lot of my old apartment complex some time between the dates of August 3rd-4th. When I had came to my vehicle I had noticed it was completely turn to the side crooked, and my bumper had been damaged. I couldn't find who it was because my apartment complex failed to make an attempt to retrieve camera footage for me, so some time passed and I managed to track him down. He apparently put a note in my window, but at the time of me discovering the accident, no not was there. Mr. ***** said himself, he put a claim in with his insurance company, AIC, already before I spoke with him. When I called AIC they confirmed he indeed did put in a claim admitting fault for the accident, and they will move forward with a claim. I submitted all my information to AIC with 2 different people, one named ********** ******* ******************************************* on August 19th, 2024 and another person named ***** on August 19th, 2024. Both have failed to give me any updates on the claim whatsoever for weeks. After 3 weeks I contacted ***** again, for him to respond telling me to contact the adjuster Angel ****** *************) and he could help me because apparently all ***** does is estimates. So I been trying to call Mr. ****** for weeks and weeks with him not returning or answering a single phone call. Multiple times a day for weeks. I called the AIC office again and they woman told me they will send him and email to get back with me and to wait another week. I waited another week and as expected, no one has contacted me. I believe AIC is intentionally avoiding my phone calls to avoid paying out for fault their client admitted to. They're practicing unlawful and shady business. The woman at the office claims that they're a small insurance company and it could take some time to get back with customers, but it doesn't take almost months to contact someone no matter how small. The business has not tried to resolve anything.

  Business Response

  Date: 09/26/2024

  Please be advised that AIC has recently completed the investigation into this claim and has accepted liability. Payment was issued to the complainant on 09/20/24.  A copy of the payment is attached. AIC will pay for any repairs related to this loss. If there is any additional repairs when the vehicle goes to a shop they will be paid directly to the shop . 

• Initial Complaint

  Date:09/12/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Claim #****** Report 6/13/2024 Policy #CA ******* Company does not contact us back or complete the claim, adjuster never contacted us we call them and they dont answer and non one helps us including our agent. We been emailing, calling and texting for months with no results to this claim that should have took no more then a week

  Business Response

  Date: 09/17/2024

  Please be advised that AIC has reached out to the complainant and written an initial estimate for their loss. The complainant has agreed to send photos of the loss to AIC in order to conclude the claim. AIC is currently awaiting those photos.  Once received we will be able to resolve the claim.