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:01/28/2025

  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.

  I have been a client of ***** ******* with Custom Insurance Services, **** as my insurance broker for the last year and a half. I have had consistent issues with getting communication back within a timely manner for the entire duration of this business relationship. I was in need of new insurance policies this month and had been discussing this with *****. I provided him with photos of vehicles that he requested on 1/22/25 and never received a response. I reached out again on 1/23/25 and never received a response. I continued to wait and grow more aggravated. I eventually decided that this behavior wasn't acceptable so I called ***** on 1/27/25 and requested to cancel my polices because I had found a new provider. After multiple calls he finally answered and stated that he would email me a docu sign to have the policies cancelled with no questions asked. Today, 1/28/25, I reached out to ***** again stating that my new coverages started today but I had not received the docu sign that he stated would be sent yesterday. He sent back a message stating that my request was in queue being processed. When I asked for an ETA I received no response. I would like to cut ties with this business and be refunded the money that I am owed in an appropriate time frame.

  Business Response

  Date: 01/29/2025

  After reviewing this complaint and relevant logs of calls/texts/emails, it appears that there was a good pattern of communication back and forth from January 14 to January 22, when the customer was informed that the requested change had been made, that photos had submitted to their insurance company per company requirements, and an ID card was issued by email for the new vehicle on the existing policy. So, the statement that the customer "never received a response" does not make sense.
  
  The employee they are complaining about was home sick with the flu on January ***** and still responded to the customer's calls and texts on the same business day.
  
  Customer's cancellation requests have been processed as requested, and any refunds due to the customer will be processed by their insurance carrier(s).

  Customer Answer

  Date: 01/29/2025

  Complaint: 22869392
  
  I have reviewed the business' response and am rejecting it because: There was not a good pattern of communication and there were days at a time where I would not hear back and was left in the dark. I initially asked for these policies on 12/22/24. ***** called me the next day and we spoke about what I was needing. He informed me that he would work on it and get back to me. Three days passed before I reached out and asked for an update on 12/26/24 when ***** told me he was sick but would be in touch. I did not hear from ***** for 12 days after this (8 business days) so I texted him on 1/7/25 and asked for an update. He texted me back saying he was still waiting on underwriting and the office was closed for 2 days. ***** still didn't follow up with me 6 days later (4 business days) so I texted him again on 1/13/25 asking for an update. I received no response to this message. On 1/17/25 I reached out again requesting an additional policy that I needed. I asked for updates the next business day on 1/20/25. ***** responded on 1/21/25 saying that he had resubmitted old photos of my vehicle and was once again waiting on underwriting. On 1/22/25 ***** called me and stated that the photos he submitted were too old and that I needed to send him new ones to proceed. I sent them to ***** that same day. The next day on 1/23/25 I reached out and asked if the new photos would work and he never responded to me. 5 days later on 1/28/25 (3 business days) I requested to cancel because I was NEVER contacted about the photos or updates from underwriting. ***** stated he would cancel the policies and didn't even ask for an explanation. This is not how clients should be treated. 
  
  
  
  Sincerely,
  
  Bayley Key

  Business Response

  Date: 01/31/2025

  Customers indication that ***** did not respond between 12/26/24 and 1/7/25 is not correct. Our call logs reflect an 11-minute conversation on 1/2/25 at 2:55pm. Another outbound call was made on 1/14/25 at 1:51pm with no response.

  
  Customer had asked us to work on home and auto insurance, as well as classic car insurance which has a longer underwriting cycle. That was the reason for needing the vehicle photos; an underwriter needs to sign off on the quote before they will release it to us, and then we can offer it to the customer. After the quote was released, ***** spoke with ****** and explained that we would be moving the 2 classic vehicles to Berkley.
  

  On 1/17 there was a new request to add a non-classic vehicle to the existing Progressive auto policy. Customer asked for an update on the next business day. Our office was open on 1/20, which was ****** Luther ******** Day, but none of our insurance carriers were open that day, so Mitchs response on 1/21 is about as early as a response could have been provided.

  Customers policies were canceled at their request effective 1/28/25. Refunds will come from Progressive on the auto policy and ****** on the home policy respectively. The classic car policy with ******* was never placed. There is nothing our office can do to speed up the refund process; we are not the ones holding the customers funds. So, the requested remedy has been put into motion.
  

  It is not our practice to question the customer when they make the decision to cancel; its their policy, they can cancel if they choose. We are not sure what additional remedy the customer is seeking. Im sorry that the customer was not satisfied with our level of service, but the classic car policy was not something we could approve in-house under our agency authority with our insurance carriers.
  

  We do not intend to respond further to this BBB complaint.

  Customer Answer

  Date: 01/31/2025

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