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.

  7450 Coca Cola Dr Hanover, MD 21076-1394

• 

  Agency Services, Inc.

  PO Box 8820 Elkridge, MD 21075-8820

• 

  Agency Services, Inc.

  PO Box 8900 Elkridge, MD 21075-8900

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:03/10/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 28, 2024, my son was hit from the rear by a person insured with Agency Insurance Company. Since, the date of this accident we have tried, on numerous occasions, to contact the company’s adjuster (Scott) to get a status on the process and progress for making good on the damage caused by the person who hit my car, but Scott is unresponsive. It’s imperative that he communicate with us, as I also need this insurance company to pay for a car rental.
  At this point, it is clear to me that I need to speak with Scott’s supervisor or manager to get a resolution for my complaint.

  Business Response

  Date: 03/18/2024

  Please be advised AIC is currently investigating this claim. There are conflicting accounts as to who is liable for this loss. The complainant has not been responsive to the adjuster in providing his facts of loss.  The AIC insured stated that driver ****** ***** is the proximate cause of the loss. AIC needs a detailed account of the loss from Mr. ****** in order to help conclude the liability decision.  Once liability is concluded AIC will pay for the damages they are responsible for. 

  AIC will continue to investigate the claim in order to bring it to conclusion. 

  Customer Answer

  Date: 03/19/2024

  
  
  Complaint: 21410038
  
  
  
  I am rejecting this response because: Scott the adjuster is using the usual delay Tactics that insurance companies deploy to drag out the property damage Claim. This is what they do. Stating that that the claim is under investigation is a rouse. I’ve requested to speak to a supervisor but AIC continues to stonewall me. Their insured is not being truthful as I have sent the adjuster the police report that states: their insured rear ended my car while my car and the car in front of me was stopped in traffic. I’ve explained to the adjuster via email numerous times what happened but he continues to delay the process. He refuses to answer my phone calls and when he responds to my emails it’s a repeat of what he always says…”from your perspective-what happened.”  AIC’s insured has not provided any information to the adjuster to support his claim. The adjuster is taking the word of the insured without any corroborating evidence of what happened. But Police reports don’t lie. I’ve responded to Scott via email on numerous occasions so there is an email thread to prove that too. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 03/26/2024

  At this point, AIC has completed its investigation into the claim and has accepted liability, the adjuster will be reaching out to the complainant in order to conclude the claim. 

  Customer Answer

  Date: 03/27/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21410038, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:03/08/2024

  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 agency,
  Filed a claim for a vehicle collision *claim# ****** on Jan 29th, and received a rental vehicle.
  Took 2 weeks for estimate and to receive the rental after placing vehicle at the shop.
  Shop was not able to start repairs until approved by adjustor which took 2 weeks for approval. And when shop found additional damages and submitted estimates to insurance awaiting approval, shop has yet to hear back after 10 days, they decided to call me asking if I could reach out to insurance agency for an answer or an update on progress. this is a constant issue. lack of communication. Numerous email/voicemail sent to the assigned adjustor with no response or progress. Our vehicle still remains in the shop as of 3/5 and the shop cannot finish repair till insurance response to their submitted documents/approval that is needed.
  Got to a point where asking for a manager does nothing. I am told constantly I would get a call from someone and never comes. It gets no where and we really need our car!
  can provide supporting documents if/when required.

  Business Response

  Date: 03/11/2024

  Please be advised that the complainant's shop of choice called in a supplement on 03/06/24. The supplement was reviewed on that date and a check was issued to the shop directly for the supplement cost of repairs. The complainant was provided a rental vehicle, however the rental policy limit was reached. AIC cannot pay beyond what the policy contract is for rental use. If the shop has any additional supplements, they should contact the AIC appraiser as soon as possible. As of today, all submitted supplements have been addressed and paid.

  A copy of the supplement payment is attached. 

   

  Customer Answer

  Date: 03/17/2024

  Please advise the issue is regarding the disconnect in communication, and the amount of delay from AIC to get the repairs started. 

  The car is still in the shop as of 3/17. It's clear from the time of claim submitted, for a car to remain in the shop for as long as it have now is unreasonable amount of time. What makes this situation worse is, the amount if time wasted for an approval to start the repairs. By the time shop received an approval, the rental vehicle needed to be returned and left with no vehicle to commute. 

  AIC has failed to provide satisfactory services after they had already collected their policy dues. Lack of communication from the adjustor. Numerous emails and voicemail with no responses. 

  it is frustrating to be left with no vehicle to commute to work. It is frustrating that AIC cannot see their mistakes as far as providing timely responses, and process of claim. 

   

  Business Response

  Date: 03/19/2024

  The complainant has a policy contract with AIC for a certain amount of rental coverage. AIC cannot provide rental beyond the contract limit. In this case the complainant has 40 days coverage and $1200.00  maximum in rental coverage. As with all claims AIC is bound by the policy contract and has provided rental up to the policy limit. If AIC were to extend the rental beyond the contract on one claim they would have to do it on all claims. 

  Customer Answer

  Date: 03/19/2024

  Your response only proves the failure in the claims process. Why not providing better/adequate support for claims/accidents like a normal auto insurance agencies so that it does not require having to provide rentals for every claim AIC fails to process in a timely matter? 

  why are the "adjustors" so hard to contact, and received some level of communication, especially in a timely manner when this is a time sensitive issue. Families need their car. AIC delays the claims process for unreasonable length of time, and even with the attempts to communicate (via email, voicemail, and calls to customer service that always trys to transfer to the adjustor only to be told to leave a voicemail every time). 

  If AIC is unable to provide adequate services for the policy we paid for, atleast provide good reasons as to why it took the amount of time from AIC to provide estimate/approvals to start the repairs, etc? Why the no responses from the adjustors? 

  My initial worries was regarding this rental issue, which was mentioned to the customer service and the adjustor. The fact it took half a month just to get an approval for shop to start the repairs, I brought up my concerns regarding the rental expiring and my family to be left with no vehicle.

  AIC should review their claims process and provide adequate support on a situational basis, and not for "all their claims" as recent response indicated. It only shows the failure and disregard to their fault during this whole process. Only reason why my family decides to take it up to BBB because of the lack of response we got in the first place.

  We will be looking into legal representation if necessary. No vehicle, loss wages. No problem accepting policy payments and raising the policy when its time for renewal because of this "underwriting team", but when its time to provide services, there is no communication or support. 

  Business Response

  Date: 03/19/2024

  In regard to the handling of the claims, AIC strives to handle claims in a timely and professional manner. Occasionally delays do happen during the course of a claim investigation. AIC regrets any delays in the handling of any claim, including this one. At this point the claim has been paid and the complainant's vehicle is being repaired. AIC has no control over the length of time the shop takes to repair the vehicle. Additionally, AIC has provided a rental car up to the policy limit for rental use. AIC does apologize for any inconvenience to the complainant due to any delays in handling. 

• Initial Complaint

  Date:02/27/2024

  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.

  On 1/24/2024 I was rear-ended on 495 by a customer of Agency Insurance Company of Maryland--the name on the insurance card of they man who hit me and with same address as Agency Services, in your db. Exchanged info. My insurance (***********) tells me Agency won't respond. I call them, wait online for ~1 hour. Get a live person who tells me they need to talk to their customer before responding to calls from ***********. I call the guy, he tells me he talked to them, reported it and he had a claim # (******) from them. The adjuster is Danielle ******* No calls back, no emails. I reached her today (a month and 2 days after the accident). She takes an attitude and says they need to talk to their customer and won't talk to me. Only my insurance company if they ever hear from their customer. If they never hear they never pay. I point out he gave me the claim # so they must have talked to him--a number they confirmed. She hung up on me. I look at BB site and find their are many people with the same story. How can this business be licensed in Maryland--it's clear this is a *****

  Business Response

  Date: 03/08/2024

  Please be advised that this claim is still under investigation. To date we have not received any cooperation from the AIC named insured. Pursuant to the policy contract the insured has a duty to cooperate with any investigation into a claim or risk a coverage denial. AIC is trying to reach the insured in order to verify coverage and liability. Without this information, AIC is unable to make any payment under the claim. The complainant was advised of this verbally on 02/26/24 and advised that it may be in his best interest to go through his own carrier for his damages.

  If AIC is able to contact the insured the claim will be moved to conclusion, if not it is possible a coverage denial will be issued and the complainant can then make an uninsured motorist claim with his carrer. 

• Initial Complaint

  Date:01/19/2024

  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.

  I was the subject of a hit and run and this company provides their insurance. They refuse to go forward with my claim until they speak with the insured individual. They’ve had over 2 weeks to contact them and have yet to do so. They have been provided nothing but vague information via email. My voicemails are responded to via email. I asked if there was a timeline and it took two contact attempts and 48 hours to be told via email “ We do not have a timeline. Once we have spoken with the insured, we can proceed forward.” I have no faith they’re attempting to contact the insured or resolve my claim.
  
  I would like to know when they’ll process my claim if they’re unable to make contact.

  Business Response

  Date: 01/23/2024

  This will acknowledge your email of January 19, 2024 in regard to complaint number *********  Please be advised that Agency Insurance Company is aware of the loss referenced by the complainant. AIC has been trying to reach its insured since the loss was reported to us in order to determine who was liable for the accident and confirm that coverage is in order.  To date, AIC's insured has not responded to any contact attempts.  Pursuant to the Virginia Personal Auto policy contract that the insured has with AIC they have a duty to cooperate with any investigation into a claim.  Please refer to page 16, part E in the attached Virginia Auto Policy.  

  The Policy states: 

  B. A person seeking any coverage must:
  1. Cooperate with us in the investigation,
  settlement or defense of any claim or suit.
  2. Promptly send us copies of any notices or
  legal papers received in connection with the
  accident or loss.

  Once AIC reaches the insured we will be able to move the claim forward. If the insured never responds coverage could be denied for non-cooperation on part of the insured.  The complainant may want to file with their own carrier while AIC investigates the claim. 

  Customer Answer

  Date: 01/23/2024

  
  
  Complaint: 21165874
  
  
  
  I am rejecting this response because: I have offered, on several occasions, a video of the incident. This can be noted in email conversation and voicemails. I would’ve offered via a phone conversation too, but the adjuster refuses to answer the phone or call me back. Id imagine this would satisfy any need for proof of liability. 
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 01/24/2024

  As mentioned in our first response the AIC policy holder has a duty to cooperate with the investigation into any claim or risk a coverage denial. While there may be a video of the loss, AIC requires cooperation and contact with its insured before making an liability decision. This is policy on all claims.

  In order to confirm that coverage is in order in terms of the driver and the vehicle and making a liability decision AIC must speak with its insured. As mentioned, AIC is making every effort to reach the insured. 

• Initial Complaint

  Date:08/10/2023

  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.

  One of their insured clients backed in to my parked vehicle while I was not in it. It took about 6 months for the scheduled repair to take place. Unbeknownst to me, the repair took longer than they reserved my rental vehicle for (from Enterprise). I was not aware of this until I got a statement for my CC that was used as a deposit for the rental. I was charged $101.73 by Enterprise for the additional days I had the vehicle until my personal vehicle was ready from Hall Body Shop. I returned the rental the same time I picked up my Vehicle from the body shop. I reached out to Agency Ins several times over the course of 2 weeks to get reimbursed for this small amount. Their management does not take phone calls. They only respond through their receptionist, if at all. I was told to email the documentation to their claims **** and it would be taken care of. I never received any response. I waited a week to follow up. I was told I "should hear something soon" by the receptionist. I called a few more times over another week until I finally stated that you keep telling that they will get back to me but no one ever does. That's when he put me on hold to come back and say, per the manager *********** *****, that they did not agree to pay any more than 20 days rental (agree with who? I never negotiated a rental time). When I said that doesn't make any sense, why should I owe anything to do with this repair, he gave me ******* email, in which I still have never received a response, I have also called and a left a voicemail. This is a very *****, and unprofessional, response from this company. There is no reason anyone should have to pay money for damage caused by someone else when I was not even involved in the accident, my car was parked. They need to step up and do the right thing, or at the very least, speak to me over the phone to discuss it, that is not asking much. (Ref Claim# ******)

  Business Response

  Date: 08/14/2023

  AIC was unaware the complainant had any out of pocket expenses. Once it was brought to AIC's attention, AIC issued a check on 8/10/2023 for the out of pocket rental expenses incurred by the complainant. This matter should be resolved.

• Initial Complaint

  Date:07/25/2023

  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 rear ended by an insured of AIC on February 16, 2023, I was hit while sitting at a standstill by someone who was going 53 miles per hour. My exhaust was shoved to the front of the car. My car had to be towed to the shop. I had to BEG AIC to get me a rental and I had one maybe for a month. When I picked up my car it had a horrible grinding noise. I immediately took it back to Collision. There was no noise before the accident. AIC told me I needed to take it to a dealer. I later learned I had the right to take it where I wanted to. **** who stated it was not a result of the ***. I then took it to the auto shop that takes care of my car. They said it was because of the ***. **** saoid it would cost $4000 to repair it and immediately emailed me a loan application to get it repaired. My auto shop looked at it and said they could fix it for $1200. AIC has fought this claim since day 1. The way my car was hit moved everything under my car to the front. The mechanic has called AIC and they will not return calls. I tried to email AIC and they blocked my emails. The claim is #******. I would appreciate your help, I am not trying to get one over on them, I just want my car repaired. My mechanic is Paatton's Automotive at ************. ****** at AIC has been very rude the entire time Thank you so much

  Business Response

  Date: 08/09/2023

  Agency Insurance is only responsible for damages that are related to the accident. The damages in question were deemed to be not related to the accident by both the AIC appraiser and the shop that originally repaired the vehicle. If the complainant does feel that the damages are related to the accident, she can take the vehicle to the shop and have the shop reach out to the AIC appraiser. AIC will follow up with the shop that the complainant mentioned above to see if they inspected the vehicle and what their opinion is in regards to the damage. 

  Customer Answer

  Date: 08/10/2023

  I have read the response. I have gotten in touch with ******** Automotive *************), the shop that services my car. They will contact the appraiser  with their inspection. There is a problem with AIC not returning calls or blocking the calls. It is not resolved at this point. 

  i really appreciate your help.

  Thank you, 

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

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

  Customer Answer

  Date: 08/16/2023

  Good morning! 

  I responed to BBB the day I got the email. I have attached what i sent to you. They are working on it, but it has not been resolved yet.

  Please let me know if there is something else i  need to do.

  I really appreciate your help!

• Initial Complaint

  Date:06/15/2023

  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.

  6/12 I called AIC after obtaining the insurance information of their driver who hit my legally parked car on 6/7/23.They denied the claim due to him saying it was the fault of someone else.I obtained the police report and it states he lied and that there was no fault besides his own, that he was at fault.They still denied my claim. In accordance with ****** of the Maryland Insurance Code, which prohibits insurers from refusing to pay a claim without a reasonable investigation based on available information, I submit that Agency Insurance denial of my claim is fundamentally flawed and unjust. They are using hearsay for denial. The officer is no Jury/Judge, but from his gathering of events and in accordance to multiple witnesses the party responsible for my damages should have no ground to deny me. Such a scenario stands in direct contravention of the underlying principles of insurance practice and the express provisions of the Maryland Insurance Code; Particularly ******* which explicitly forbids unfair claim settlement practices. As such, I am going to ask the BBB to initiate an investigation into Agency Insurance Company and their practices. The responding law enforcement officer, while not vested with judicial authority, nevertheless provided a well-documented account of the incident, corroborated by multiple eyewitnesses, that clearly attributes the liability for the damages incurred by my vehicle to their insured party.They are corroding the integrity of insurance institutions in the state of Maryland and should have no ground to operate in the state. I spoke with ****** in the claims department. She was rude and demeaning, kept calling me "ma'am" and got loud when I tried to speak. Disgusting display of professionalism which has led me to file multiple complaints, speak with the Maryland state Bar and Maryland ***** of Insurance. If this business is aloud to continue operating, they are a threat to the publics trust in insurance as a whole.

  Business Response

  Date: 06/27/2023

  
  This is a loss that involves disputed liability. The facts of loss that have been conveyed by the complainant are not the facts as stated by our insured. While we understand that the police report states that our insured is at fault, the police officer was not there to witness the loss. The witnesses that are mentioned are the parties that are in the vehicle that our insured is alleging is responsible for the loss and therefore not independent witnesses. The complainants vehicle was parked and unoccupied and thus he was not there to witness the events.

  
  In order to come to a liability decision, we must use all information available. At this time, there is no direct evidence that our insured is responsible for this loss. The complainant can proceed through his carrier and they can file Arbitration in this matter which is mandatory in the State of Maryland to resolve liability disputes. If additional evidence is available, we will review that evidence to determine if it presents alternative facts of loss other than what has been presented by our insured. 

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20187253
  
  I am rejecting this response because: Why did the insured, at-fault driver, not dispute with the officer on the scene? Has he pursued the 3rd party's insurance for damages?
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 07/06/2023

  This is a liability dispute. The complainant can proceed through his carrier and they can file Arbitration in this matter which is mandatory in the State of Maryland to resolve liability disputes. 

• Initial Complaint

  Date:04/27/2023

  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.

  On 02/03/23 my car was hit by their customers car door. Ryan ****** was my Claim representative. Ryan encouraged me to get my car fixed as I was concerned that the paint my not match up. My car is a 2020 Honda CRV with 34743 miles. The damage was only$1074.58. Ryan told me that "why would you not want to fix your car ? You are going to get it fixed when I could do a Diminished Value claim and get $3000 to $5000 back since it hurt the value of my vehicle. I'd be very even heard of such a claim. I got my car fixed then called Ryan and she is no longer with the company. My new agent is Scott ******** Scott says that isn't right that I would get anything like that. I have requested for them to pull the recordings from where I spoke to Ryan. He says they don't have or can't. I have requested to talk to the management team,he says they don't make direct customer contact. Scott is stating that their offer is $161.19. Can someone look into this as these offer are very different? Ryan knew I wasn't even going to get me car repaired due to fear I would be able to tell difference but ensured me that i needed to and to file this diminished value claim. Scott on the other hand has been of no help and rude.

  Business Response

  Date: 05/02/2023

  
  The above referenced complaint is based upon an alleged
  conversation that the complainant had with a representative that is no longer
  with the company. There is no documentation of this conversation taking place
  and the complainant has been informed that the information she has alleged to
  have received is wrong. The conversation was not recorded between the representative
  and the customer as it is required by law in the State of Maryland that every
  person on a recorded line be informed and give consent before we are to proceed
  with the recorded call. This was a minor loss with no injuries and thus there
  was no need to take a recorded statement and as such, there is no recording.

  
  Complainant alleges that she wasn’t concerned about
  repairing her vehicle, yet she wants to be paid three to five times the amount
  of damages due to diminution of value. This calculation is unreasonable and is
  not supported by any evidence.  The
  complainant has provided no documentation that her vehicle is diminished in
  value after the minor collision; nor has she shown how a number as high as
  $5000 dollars in diminishment would occur on damages that totaled $1074.58. This
  vehicle suffered minor cosmetic damage when the wind whipped our insured’s door
  into the side of the Complainant’s fender. 
  The Complainant’s damages were repaired to industry standards with no
  residual structural impairment to the vehicle.

  
  The Complainant has asked for a Diminishment of
  Value without providing any evidence of a diminishment. Regardless of this, in a good faith effort to
  resolve the matter, we have offered a percentage of the repair amount to her in
  compensation. Management has reviewed the file and the handling is in order.
  The representative has been courteous and responsive to the customer and it is
  unfortunate that she does not agree with the offer.
  

  Customer Answer

  Date: 05/04/2023

  
  
  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. I am not happy with some of their remarks as what I put in my statement is the truth and I was mislead but after calling my local dealership and asking them if it hurt the value of my car they stated that since the damage was minimal that it really shouldn't effect it much. Thank you for your assistance with this matter.

  
  
  Sincerely,
  
  
  
  Melissa *********

• Initial Complaint

  Date:08/29/2022

  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.

  On 2/20/2022 my stepson was involved in a auto accident. The car was towed to an impound lot. I was in talks with the impound lot about signing the vehicle over to cover the costs of the tow. While waiting for AIC to finish the claim. The claim rep from AIC called n had the wrong vehicle towed and payed the tow bill. The claim rep then contacted me, told me what happened n said that we would not be responsible for the tow bill cause of there mistake. All she need was to know where to have the car towed back to. Months go by now they want us to pay the bill after originally telling me I was not responsible.

  Business Response

  Date: 10/11/2022

  Business Response /* ****** ** *********** */
  In regard to BBB case # XXXXXXXX, Agency Insurance Company moved the complainant's vehicle from a tow yard to its salvage vendor. AIC paid the towing and storage fees that were associated with the vehicle when it was picked up. The complainant did not have collision coverage on his vehicle and thus there would be no coverage with AIC to pay these charges. As AIC paid them on behalf of the complainant in error, AIC is trying to recoup the money from the complainant.
  
  Had AIC not picked up the vehicle, the complainant would have owed the money to the tow yard directly. Either way, the complainant owes the money for towing and storage as he did not have full coverage on the vehicle.
  
  The vehicle was picked up in error, but the complainant would have owed the charges regardless. AIC simply paid them on his behalf mistakenly and is trying to recoup its money
  
  A copy of the declarations page is attached showing the vehicle did not have full coverage.
  
  
  Consumer Response /* ****** ** *********** */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Had they told me that I would be responsible for the charges things would be different.I would of had the vehicle towed back to the Collison center and signed the vehicle over to cover the tow/storage charges. Being they stated at the time of there error that I would not be responsible for any charges I did not have the car towed back to the collision center because of there actions
  
  
  Business Response /* ****** ** *********** */
  In response to the complainant's follow up, AIC is not privy to any discussions he may have had with the tow yard and has not proof that the fees would have been forgiven had the vehicle been signed over to the yard. As previously mentioned AIC paid the outstanding towing and storage fees on behalf of the complainant and is simply recouping the money as the complainant did not have coverage on his policy for those fees.
  A copy of the declarations pages was previously submitted that shows what coverages the complainant purchased.
  
  
  Consumer Response /* ****** *** *********** */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  There is no was need to include aic my conversion between me and the collision center. If they would of did there job correctly there would be not need for them to contact the collision center on my behalf. They would of just needed to contact me to let me know the insurance claim was processed. They did not pay the tow on my behalf. They paid the tow because they screwed and towed the wrong car. This in no way was doing me any favors. I've talked to ******** the claim rep multiple times. All times she has admitted that she made a mistake and feel bad aic is treating me this way. I have tried to reach ***** the senior vice president multiple times, left multiple messages and she refuses to call me back. I know ***** is receiving the messages cause instead of ***** calling me back she has the claim rep ******** call me. I just don't see how I am responsible for someone else's mistake. It is irrelevant what kind of coverage I had. Whats relevant is if aic would of done their job correctly and not gave me misleading information in the first place then they would of never happened.
  
  
  Business Response /* ****** *** *********** */
  AIC has paid the towing and storage charges that the complainant would have been responsible. AIC is not privy to any conversation the complainant allegedly had with the tow yard and cannot verify if the tow yard would have forgiven any fees. As AIC paid the fees that the complainant would have been responsible for it is trying to recoup its money.

• Initial Complaint

  Date:08/08/2022

  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.

  My daughter was involved in a crash with a driver that was at fault and insured by AIC. This was July 2nd. They issued an assessment from pictures with a check, they claimed to be "a generous assessment" ($3,698.14) for the 2012 Honda Accord. The instructions included signing the check over to the body shop so they could fix they car soonest. The body shop assessed the cost to be in the area of $16k. AIC informed us the car would be totaled given this new assessment. That was July 21st.
  After waiting to receive the documents I was told by AIC total loss department, Kasey Bielski, they would send the payment we settled on (a whole different crooked process seemingly, given the comparable vehicle AIC was using) minus the $3,698.14 and that I would have to get that from the shop because their check was cashed. I called the shop and they stated that they already sent that amount back to AIC.... AT THEIR REQUEST!
  It is currently August 8 and I have not received any of the settlement or confirmation of the check sent from Dulles to AIC on July 28th. I will reserve my personal situation and hardships endured by this extended timeline for another time. Please investigate this shady company and the business practices they are conducting. The case number is XXXXXX and my daughter's name is Madyson.
  Any supporting documents or emails are available at your request.
  Thank you.
  *******

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 8, 2022/08/18) */
  The check was received back from the body shop on August 8th and a payment was issued the same day to the complainant. The complainant has received the draft and the payment has cleared.
  
  
  Consumer Response /* (2000, 10, 2022/08/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Their statement is true. The check was received in the amount that was owed. The company did not next day the check, as was initially indicated, but it was received in full none the less.