Complaints

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

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• 

  Auto-Owners Insurance Group

  53420 Van Dyke Shelby Township, MI 48316

  
• 

  Auto-Owners Insurance Group

  4085 Sweeney Dr. Mount Pleasant, MI 48858-6631

  
• 

  Auto Owners Insurance

  787 White Pond Drive, Suite B Akron, OH 44320-4204

• 

  Auto Owners Insurance Company

  PO Box 64358 Saint Paul, MN 55164-0358

• 

  Auto-Owners Insurance

  19201 E Valley View Pkwy Ste C Independence, MO 64055-6913

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:02/05/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was involved in a traumatic collision on 11/18/2023, when Auto Owners Insured Alfare Fields, violently T boned me. After liability was established and accepted, I was not given a rental car for weeks! I had no means of transportation for myself or my disabled child, while dealing with my newly diagnosed injuries, as my vehicle was inoperable. I made a formal complaint to the branch manager *************************, who reassigned me a representative who was out of the office for another seven days, after I complained about delay to settle my claim. The new adjuster, *************************, did not make contact until 01/17/24. Within one week of communicating with *************************, in an attempt to bypass my decline of authorization, disclosed and exposed my medical records and protected identifiable information to two of my former coworkers through email. I am completely humiliated and mortified. After bringing the disuse of my information to ************************* and *************************, they then issued negotiations to their attorney *********************. It is now 02/05/24 and despot multiple demands to resolve the case, I feel as though I am being forced to bring a lawsuit against the company to receive reasonable and fair, and prompt compensation.

  

  Business Response

  Date: 02/14/2024

  We appreciate the feedback from **************. We have been working to resolve her concerns, and her claim. At this time the claim is resolved in full. We work hard to secure personal information of all customers and those we serve. We are reviewing ************** concern with regard to the potential for an unauthorized release of information.

  Customer Answer

  Date: 03/01/2024

  Auto owners had the attorney settling my claim reach out to me saying they were considering an offer for the disclosure. But nothing has happened since and I believe it was just to pacify me. They have done nothing to address the issue. Not even so much as issued an apology 

• Initial Complaint

  Date:02/03/2024

  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 filed a claim with auto owners after I had water damage due to frozen pipes January 2023. The adjuster wanted documents providing bills to show heat was on, water bills to show water running, which I provided. An adjuster hired by auto owners came out but not my adjuster, then a fraud investigator was sent. The request for documents from the adjuster never stops, if I send them myself he requests them again so I have to have my agent do this for me. He requested a breakdown by my contractor which was 23 pages long including nails square footage of wall for paint and insulation, I could go on and on. Yesterday he wanted proof of the brand of windows I had, after his adjuster had been there, taken pictures and also his fraud investigator. Also the local agent. He also wanted me to sent a window price list, he can get that on line. Its been 14 months, I have jumped through his hoops and I want this settled. He could come here and check things out himself if he has so many questions.

  

  Business Response

  Date: 02/06/2024

  Thank you for the opportunity to respond to ***************.The branch is working with all parties involved to clarify pricing and to move the claim to a conclusion. 

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21240867
  
  I am rejecting this response because:
  I am so tired of being questioned about everything like I am dishonest and dont have an illegitimate claim. It has been a nightmare and I would hope that no one else ever has to go through this. One thing I would suggest that Auto Owners should do is have the adjuster who handles the claim be the one who sees the damage. Our adjuster never saw the damage himself so he could really understand the magnitude of it. 
  Sincerely,
  
  ***************

  

  Business Response

  Date: 02/19/2024

  We appreciate the additional feedback and suggestion from ************. At times it is necessary to work with our insured to obtain information in an effort to verify aspects of the loss. We regret that these efforts caused ************ to feel we did not believe her claim was legitimate. We have worked, and continue to work with ************ and her contractor to make sure that we are paying all that is owed on her claim.

• Initial Complaint

  Date:02/02/2024

  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.

  We were struck by a policy holder who is insured under Auto owners insurance. The handling of the claim was done incorrectly and a severe injury was caused by the accident leaving the injured without a vehicle and the victim without a vehicle for several days

  

  Business Response

  Date: 02/05/2024

  Thank you for the opportunity to respond to ************** The branch made contact and explained we weren't able to set up a rental until our liability investigation was complete. Our investigation is now complete and we have communicated with ************** on our decision and a rental arrangement.

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21239198
  
  I am rejecting this response because:

  Due to to the time elapsed waiting for insurance response, my husbands birthday happened a few days later which is also the day his license expired (a few days after the accident). Until we are able to find transportation to get to the dmv and get this handled we cannot get a rental and I cannot drive at all due to my injuries. In addition, this has caused loss of work and further pushback in my healthcare. We are not in a rental and wont be until this is handled, when its able to be. Therefore, I cannot accept the response. 

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

  

  Business Response

  Date: 02/08/2024

  Thank you for the opportunity to respond to ************** The branch made contact with ************ husband and we understand he was able to secure a rental on 2/6/24.

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21239198
  
  I am rejecting this response because:

  The prior response given by the business on 02/05/2025 stated that before that date was given of the 6th, a rental was secured on the 5th, I responded accordingly because the prior response was an untrue statement. My husband did however secure a rental the next day, so the current and most recent response given by the business, is truthful. However due to the physical and financial damage this process has caused, and negligence from the insurance company from the start, Ive secured representation and can no longer speak about my side of this case. 

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

• Initial Complaint

  Date:01/31/2024

  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 in an accident where the at fault party is insured by auto-owners insurance. I received a call from this companys claim center after reporting the accident and attempting to have my car fixed and receive a rental on 1/29, the call ended after two rings and no voicemail was left. After three days of non stop calling the claim center I was told only my assigned claim rep can help me, they have hung up the phone every time I call. No one is willing to help and I am either getting hung up on or put on hold and forwarded to another employee. This is an endless process and no one is trying to fix this issue. My car remains undrivable due to this companys negligence and failure to support their clients mistake.

  

  Business Response

  Date: 02/02/2024

  Thank you for the opportunity to respond to **************** The branch handling ****************'s claim has made contact regarding the claim. Initially, a duplicate claim was received and for a brief period of time, two different claim representatives were assigned. The duplicate claim has been corrected. In respect to communication, we have reached out to **************** inviting additional details regarding the phone call experience. We'd like to better understand this and review in order to address any customer service issues which may exist.

• Initial Complaint

  Date:01/22/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was in a car accident in mid-December. The claims adjuster sent a check for payment on my total loss vehicle on 12/27. On 1/19, the check still had not arrived nor been processed by *****. ***** is telling me that the check was sent to the wrong address. The check has now been stopped and re-issued. I will have to make yet another $500 car payment while waiting for the check to go through the mail and be processed for the cost of the vehicle. This whole process could take long enough that I may have to make another payment in February and be out a total of $1500 on a vehicle I no longer have. I would like a solution that doesn't cause me to be out more money while I wait for the payment. Additionally, I shared with the adjuster that I did not agree with his findings that I was more at fault than the other driver. I shared photos and the fact that the ticket I was issued was also dismissed. I was told I had no other options as a consumer for recourse against his findings.

  

  Business Response

  Date: 01/25/2024

  We regretted to read about your recent experience. The payment for the vehicle was sent to the physical address requested by your bank. We acknowledge that a department number internal to your bank was incorrect. However, the check was never returned to us as undelivered. As such,it appears the check was received by ***** at the requested address, but was not internally routed or applied to your account. Upon notice, *************************** promptly reissued the check. With regards to liability, we have assessed the facts of the accident, including the direction of each vehicle, the points of impact, and the statement of each driver.

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21183980
  
  I am rejecting this response for a variety of reasons. One is that ***** has never stated that the check even arrived. I had to call at least weekly to find out what was going on with the check. I was also the one who had to notify Auto Owners that the check had never arrived. While yes, the check was promptly reissued and I appreciate that, nothing was done to ensure that the second check arrived quickly and to the correct department (example: certified mail). Thankfully I know ***** received the check as of Friday, but only because I continue to call ***** at least weekly to check on the payment. I'm still out $1000 at this point and according to ***** it could take until after my next payment due date for the check to clear and to be processed for the total payment. This means I have a high likelihood of still having to pay another $500, for a total $1500. All due to no fault of my own. 

  Furthermore, the last statement has inaccuracies. First of all, the police report is riddled with mistakes with everything from incorrect addresses to the wrong speed limit, incorrect listing of damages (saying both vehicles had the same damage), lack of witness information, and incorrect positioning of where my sons where in my vehicle. There were no statements listed from the other driver in the police report and last I was aware, the other driver could not be contacted or did not return phone calls for a statement to even be gathered. Finally, I fought the ticket I was issued and had the ticket completely dismissed. I don't understand how liability can be determined when there are is incorrect information on top of the fact that ticket I was given was dismissed. How I am more than 50% responsible? 

   

   

  We regretted to read about your recent experience. The payment for the vehicle was sent to the physical address requested by your bank. We acknowledge that a department number internal to your bank was incorrect. However, the check was never returned to us as undelivered. As such, it appears the check was received by ***** at the requested address, but was not internally routed or applied to your account. Upon notice, *************************** promptly reissued the check. With regards to liability, we have assessed the facts of the accident, including the direction of each vehicle, the points of impact, and the statement of each driver.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/08/2024

  We appreciate the opportunity to further reply to our insureds concerns. It is our belief that the initial check was received by ***** at their place of business, but cannot otherwise comment on their internal mail practices. We believed the matter was resolved until we were advised the check had not been received, at which point we promptly reissued. A traffic court may dismiss a ticket for many reasons, and does not purport to determine fault in an accident. We believe we have properly investigated, and applied the undisputed and material facts of the accident correctly.

  Customer Answer

  Date: 02/12/2024

   
  Complaint: 21183980
  
  I am rejecting this response because: I at least would like an acknowledgment of the burden this has placed on my family. I am still out money. Im still making payments on a vehicle that I no longer have possession of. This is caused a huge impact on our budget on top of paying for another vehicle. While I appreciate that they resent the check as quickly as possible, all of that had to be facilitated by me. I havent received no help whatsoever from Auto Owners in regards to ensuring that ***** got the second check and are processing it as quickly as possible. All of that burden has been placed on me, on top of the burden of being out additional money each month . Secondly, I would love to have someone else at least review the case. For one insurance adjuster to be the end all be all, without anyone else reviewing findings, does not make sense to me. I would at least appreciate someone else reviewing the facts, even if they come to the same conclusion. For one person to the only determining factor in whether I was or was not 50% or more at fault, when there is no witness information and an inaccurate police report riddled with errors, does not add up.

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

  

  Business Response

  Date: 02/20/2024

  We do regret any burden your family may have faced related to this situation. We can confirm that ***** has cashed the replacement check. If you believe there have been overpayments to your account, you may wish to discuss that directly with *****. Your file and your concerns are important, and your file has been appropriately reviewed. A supervisor has reached out to you by phone, and you were recently able to connect and discuss the claim.

• Initial Complaint

  Date:01/21/2024

  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.

  On Sept 4,2023, we suffered moderate roof damage to our home, filed a damage claim with Auto Owners. Since then, Auto Owners has "slow walked" our claim, refusing to reimburse us proper settlement amount, only sending check for $2300.00 for over $17,800 in damage. Extent of damage, cause of damage documented by 2 separate Roofing company damage reports. Both local roofing companies are long time licensed in ********. Auto Owners hired WC Claims to do adjustment. Adjustment report from WC Claims does not correspond to what the on site adjuster found while on our roof, shared with me in person. WC Claims is manipulating adjustment to get Auto Owners out of paying claim. Their on site adjuster is NOT allowed to contact us to go over this report. Neither Auto Owners, WC Claims will tell us experience level, qualifications of on site adjuster, desk adjuster. Per ******** ***** of Insurance, Insurance Adjusters are NOT licensed in ********.. The ******** ***** of Insurance has been NO help in resolving our legitimate claim... after over 60 e mails resending Auto Owners false information to us over & over. Auto Owners also hired a retired Civil Engineer to write up a report, that also conflicted with original on site adjuster's findings. Civil Engineer is certified, but not in home construction, roofing. NO home construction background. Civil Engineering is land surveying, highway/ road construction.Auto Owners also committing fraud. Our homeowners coverage has ALWAYS been "replacement costs". I verify this with our every renewal end of each December, in person with local Auto Owners Agency, Secure. I also confirmed this in April, 2023 with Auto Owners over the phone. Would 4 different representatives lie to me, deceive us on our coverage ? 2 months after our claim, Auto Owners switches our roof coverage to "cash value" Nov 9,2023.. The local ************* was NOT aware of this "change" at time of our claim. OA changed our roof coverage 2 months AFTER our claim. FRAUD

  

  Business Response

  Date: 01/23/2024

  We appreciate the customer feedback from ************************************************** respects ****************** opinions regarding the claim handling,however, we disagree with his conclusions. The claim has been handled by qualified individuals in accordance with the policy, and the standards in the *****************. We have previously explained all aspects of our handling,and the policy to ****************. 

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21177726
  
  I am rejecting this response because: Auto Owners' subjective findings in their reports are contradicted by damage cause reports by 2 licensed roofers with almost 60 years combined experience. Auto Owners opinions come from a retired Civil Engineer, not a structural or construction engineer. Also another reports from Autos Owners. hired contractor W&C Adjusters.  Despite my many requests, ***** will reveal to me the qualifications, experience of C&W on site, desk adjusters. W&C's report does not correspond to what on site adjuster discussed with me
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 02/07/2024

  We acknowledge the rebuttal filed by ****************, which summarizes his prior complaint. Auto-Owners has provided **************** with our position in detail. If there is any new information which **************** has relevant to his claim, we are open to reviewing it.

  Customer Answer

  Date: 02/10/2024

   
  Complaint: 21177726
  
  I am rejecting this response because: This is not a response, only acknowledgment of my complaint. I have submitted documented proof to Auto Owners on our Labor Day roof storm damage numerous times. Auto Owners has only resent their subjective opinions of an unlicensed adjuster that they refuse to reveal their qualifications, experience. Also A retired Civil Engineer with no home construction nor roofing experience. Also, AutoOwners changed the conditions of our roof coverage from "replacement cost" to "cash value without prior notification, violating ************** Law. WE weren't notified of this "change" until 2 months after our claim. 

  I have plenty of proof documentation to submit, do not know how to submit on this site. Need some assistance from you. My documentation is in form of many e mails.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/12/2024

  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.

  My insurance was due Dec 14th $129.56. I payed late on Dec 27th. I payed $142.00 the months bill plus the late fee. I had received an email from ********* insurance letting me know earlier Dec 27th that it was a cancellation for Dec and *** of $282.66 due by *** 14th. Which would be 2 months due *** 14th to have it payed by. No big deal sometimes I pay every 2 months and or every month. So I payed Dec's bill and the late fee so there would be no cancellation or late fee in ***. Today is *** 12th and they cancelled my auto insurance. Even tho I am not behind and it isn't the 14th. And the payment they wanted from me today was ***************** plus a late fee. Which again it's not late. Nor should it have a cancellation. I called then auto owners and they said it was because they didn't have my Nov payment. I gave them my confirmation number from my payment on Nov 10th. Came out of my account Nov 11th. I payed early. Then they said it's cuz I payed late in Dec and so I had a pending cancellation for *** if not payed. Which I had payed Dec 27th. And came out Dec 29th. So the cancellation was void. There's no reason it should be cancelled before it's due date and to be cancelled when it's not even due yet.

  

  Business Response

  Date: 01/16/2024

  Were sorry to hear that you had a negative experience. We take our customer service very seriously.  Wed like to discuss your experience in detail. Please contact us at ************** and ask for a supervisor or manager.

• Initial Complaint

  Date:01/10/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company has been moving the finish line for the last 7 weeks. They refuse to tell me any updates on the claim. The claim adjusters can't reply to my questions. They tell me it's the PROCESS. I found out that they calculated my numbers wrong, now they tell me it's being reviewed by legal. They are trying to find reasons not to pay claim. After I have been paying for almost 2 decades.

  

  Business Response

  Date: 01/11/2024

  Thank you for the opportunity to respond to **************'s complaint. We have previously communicated with ************** to discuss concerns and explain additional information requested to further evaluate his claim. We appreciate **************'s willingness to help gather and provide this information. In the meantime, we are currently reviewing other information provided in order to make sure we are being accurate. We spoke with ************** the morning of 1/10/24 and provided a status. We will follow ** in writing to address his concerns in more detail. We will remain in communication with ************** as we work toward a resolution.

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 21111860
  
  I am rejecting this response because: I feel that the responds hasn't changed at all. If the claim is  incontestable why are we continuing to gather medical records since 2000.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September the 27th at 10:30 pm, I had to call the fire department because my stove was in the locked position and on fire in the inside, I tried to unlock the oven and couldn't, the fire department came and carried my stove outside to the parking lot, you can see in the pictures where it's sitting outside, where they had raised the hood of my to release more smoke and there was a release button, opened the stove and let the air put the fire that was inside. After the couple days I called my insurance company I have been with for 7 years to where did I go from that point, they told me who my agent was and he would be getting in touch with me, a few days later ********************* called, I explained what happened and he explained what documents he needed from me, the first time I gathered my information and sent it to him, he called and said that he needed more, I sent him more pictures, he said he needed more, by this time i got very confused, I wasn't sure what he wanted, I sent him pictures, I sent him the estimate it would cost to have the items cleaned and washed, I explained to him I don't know what to do next, he said to me, I told you on five different occasions what to do, it seemed he kept changing how i was to get the estimates for getting the items dry cleaned and or washed, I told him that's what I sent him, by this time, yes I was in tears so I told ********************* goodbye, from that point he wouldn't call me he nor answer my calls to him, I never had to do this before, I finally got it right and he said that those documents you see in the picture he could use, I was relieved, I had been through this with him 3-4 times so by then I just wanted to get it all done and over, he never sent anyone to my home to do a estimate, he told me can pay someone to come to give me a estimate, I thought that was what i had insurance for I had $300.00 of the items cleaned, he said they would reimburse $6000,00 to get the items dry cleaned and washed, I can't afford that.

  

  Business Response

  Date: 01/03/2024

  Thank you for the opportunity to reply to **********************. We regret any recent communication issues that *** have arisen. We have and will continue to provide ********************** with guidance necessary to submit and resolve her claim. Our claim branch will be reaching out to touch base with *********************** 

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 21071468
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim with auto owners as a third-party. I am not a customer. My car was hit by one of their insured, and I was not in the vehicle at the time auto owners accepted full liability, and asked me to provide an estimate for repairs to my car, the estimate was declined because it included *** parts. My representative at auto owners told me that if they paid my claim replacing the *** parts that auto owners would go out of business, I escalated my claim to four people above my original claim representative the fourth person that I talk to told me that it was only up to the second person to make the decision whether *** parts were chosen or not , the second person told me that only one percent of claims are paid out with *** parts. I ask how I become part of that one percent he said that I cannot be because I am not a customer. I do not feel comfortable having my car replaced with junkyard parts. I did agree to have the car repaired without so that I can get my car fixed. I believe that auto owners should make this right and replace with the original parts since this accident had nothing to do with me and was not my fault the difference in the *** parts and they get junkyard parts is $1000, in addition, auto owners ask the repair facility to change the estimate even more because they felt that the repair man hours were too high. They also asked for other adjustments to be made. I was not satisfied with their customer service, and I would like to ask what can be done to get this fixed properly.

  

  Business Response

  Date: 12/29/2023

  Thank you for the opportunity to respond to **************'s complaint. As indicated in a prior response, we believe we have paid what is owed to ************** The branch manager followed up in writing and invited her to reach out to him directly with additional questions or concerns

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 21045329
  
  I am rejecting this response because:
  The letter that I received from auto owners was general the letter included information that I already was aware of no solution was offered . the issue is that A fair request that was made to them to replace the parts of my car with OEM parts was declined, and that since this accident was not my fault, I believe that I should have my car returned to its original state which auto owners is saying is not possible. I believe this is unfair. 
  why cant my car  be returned to its original state when the accident was not my fault in anyway? Why should I accept anything less than original?
  

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