Complaints

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:06/17/2025

  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.

  To Whom It May Concern,On June 10, 2025, at approximately 2:50 PM, while I was driving my personally owned 2020 ***** XC90 near **********************************************************************, a 2020 Ford F250 **** Ranch vehicle with license plate number 1SB D 71, driven by a person named ******* ********, struck my vehicle. I called the police to the scene, and a report was made. The police informed the other driver that he was at fault. I obtained the insurance information of the person who hit my car and then we left the scene.The vehicle that hit me came from a lane designated for buses and hit my vehicle. I believe the police did not issue a traffic citation for this improper lane usage.Using the insurance information provided to me, I searched online and found the insurance company's contact details. I attempted to contact the insurance company at ************, but unfortunately, I was told that there was no such policy number in their system.Then I went to the address listed on the insurance policy, which was **********************************************************, and explained the situation using ChatGPT translation. I submitted a letter to them describing the incident and stating my compensation request due to the accident. The lady at the front desk said she would scan the letter and forward it to the responsible person. However, I did not receive any response. I was also given an email address, ****************************************** I sent an email to this address, but it was returned as undeliverable because the email address was invalid. Then, on June 16, 2025, I went again to ******************************************************************************************************************, and explained the situation again. I was given other phone numbers and was directed to the company.Because I do not speak English, I believe people are brushing me off.The issue remains unresolved.I am requesting that a valid claim number be provided to me and that my damages be compensated as soon as possible.Sincerely,

  Business Response

  Date: 06/25/2025

  Hello, I apologize for the delay in responding.  I will post our reply today.  Crane is no longer the broker for the account involved in the accident with Mr. ************ We tried to explain this to him when he was in our office on 6/16 and provided him with the contact information for the account and the new broker, which he acknowledged in the complaint.  I don't want to post that information publicly but I am happy to provide it to you so you can give it to him again.  Please let me know if that is appropriate and I will add it here, to the file.  Thank you!

  Business Response

  Date: 06/25/2025

  I am responding to the complaint filed by Mr. ***** regarding an alleged auto incident that took place on June 10th. We understand that Mr. ***** is trying to file a claim, but unfortunately, the policy in question is no longer with Crane Agency. I have included documentation showing that the account was transferred to another broker,effective March 21, 2025.
  

  When Mr. ***** visited our office on Monday, June 16th, he was given the contact information for our former client and the name of the new broker handling his claim.  I sent a follow-up email to Mr. ***** today with the contact information of our former client, the new broker, and the insurance company, which is also attached.

  We recognize the importance of prompt and clear communication in resolving these matters and apologize for any delays or misunderstandings that may have occurred. If you have any further questions or need additional information, please feel free to contact us. We are here to help in any way we can.

  Customer Answer

  Date: 06/30/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:08/03/2024

  Type:Product 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 left a message on 7/15/24 with ********************* at Crane stating we werent renewing our insurance. She never called back despite leaving additional messages on 7/22 and 7/23. She only answered when I asked to speak to her boss and said she would send a form, which she never did. On 7/24, I called and told them the next call would be to you. She returned my call and stated that she cancelled our insurance and again said she would send a form, which I never got again.Today on 8/3/24, I got three emails from Safeco stating that my coverage is at risk for home, auto and umbrella. So it was never cancelled. Theyve received money for us from Safeco for many years and have done absolutely nothing for us. I want them to contact ****** and tell them that Crane failed to do what we asked. Then I want something from them in writing stating that everything is really completed as asked.

  Business Response

  Date: 08/21/2024

  Thank you for the opportunity to respond to this complaint.  I have personally spoke with ******************* and confirmed that her policies were cancelled with ******, effective 7/28.  Crane has provided ************* with the supporting documentation and she is satisfied with the outcome.  No further action is needed at this time.  Please let me know if you have any questions.