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Business Profile

Property Insurance

Patrons Oxford Insurance

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    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.

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    • Initial Complaint

      Date:04/12/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Our vehicle was hit in our driveway on 1-30-24 at 4:00 am by a person whos vehicle is insured by patrons oxford. We were placed in a rental vehicle on 2-14-24 for the time our vehicle is being repaired. I was notified by the rental company on 4-11-24 that Patrons oxford stopped payment for our rental vehicle as of 3-29-24. Our vehicle is still currently in the shop awaiting repairs due to a back ordered part through the manufacturer. After multiple conversations with Patrons I was told there was nothing that could be done about extending the rental coverage. I returned the rental as of 4-12-24 and was charged $ ****** for the days beyond 3-29-24. I am now left with no vehicle for an accident that I did not cause and $****** out of pocket for a rental that if I was notified earlier I would have returned and made other arrangements.

      Customer Answer

      Date: 04/22/2024

      I have not heard from the business in response to my complaint. I am still requesting reimbursement for the rental cost i had out of pocket.

      Business Response

      Date: 04/30/2024

      We certainly understand the frustration and appreciate the feedback.  We settle claims as per the policy language and state statutes and remain consistent in all claim settlements.  In this case, there was a part on order for a long time which is why there was a delay at the shop. The customer was notified of the state statute in a letter explaining that rental is only allowed up to 45 days. In this case, all 45 rental days were used which is the *** under ****** 3rd party law. We again explained this when a call regarding the issue was made to our office.     

      Customer Answer

      Date: 04/30/2024

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ
      We were only notified of the stop payment of the rental after the date had passed. When I called into the office at that time I spoke to a gentleman and he had told me he would submit it over to my claim adjuster to gets the rental extended. It's wasn't until another week had passed before I was notified again that the rental would not be extended. If I had known this the day I had called and spoke to hat gentleman I would have only had been responsible for 2 rental days Instead of 12. Your office had to of known that extending the rental was not an option at the time of that phone call and conversation. 


      Regards,

      Evan

       

       

      Business Response

      Date: 05/01/2024

      Attached is the letter we sent in February advising of the 45 day limit when we authorized the limit.

      On 3/1/24 we extended the rental to 3/21/22

      On 3/26 he requested an extension to 3/29 which was the full 45 day limit.

      On 4/5 a call was made to a claims support rep which told him he would notify an adjuster.  The following week he spoke with an adjuster who told him the rental could not be extended as the 45 days maximum had been reached.

      We never advised the rental would be extended and the original letter provided regarding this coverage clearly stated the maximum period would be 45 days.  We can do here as we were clear up front and in writing about this 45 day limit and it is a maximum under Maine's 3rd party law.

       

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