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Business Profile

Auto Insurance

Plymouth Rock Assurance

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Plymouth Rock Assurance's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 79 total complaints in the last 3 years.
    • 33 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/13/2025

      Type:Sales and Advertising 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.
      When I was told all along I had full coverage and my windshield had a small crack I reached out to Plymouth Rock and also the agent ***** ***** and sons and told them I needed a new windshield. I end up having to pay out of pocket for a new windshield while having health issues myself and I have an auto immune arthritis. I just had a ********************* in December and a hysterectomy June 2024 . The women on the phone was terrible to me . I hung up the phone in tears . So I found a new agent and a new insurance company that is much more pleasant and professional. I had my new agent cancel my policy with Plymouth Rock auto insurance. I made payments two times in one month . I had asked for my money back from pain and suffering . Also , being lie to and misleading information. False accusations and false advertising. They only wanted to give me $144.30 back after I made payments total of over $600 plus . Nevertheless the fact I had to pay a glass place out of pocket for a new windshield . I am very disgusted about the whole situation. The misconduct of their employees.

      Business Response

      Date: 06/18/2025

      I am responding to this complaint on behalf of Plymouth Rock Assurance Corporation.  This customer bought an auto ********************** policy effective March 9, 2025.  Initially, the annual premium was $2,981.00, but after some changes were made to the policy it increased to $5,042.  The consumer made payments totaling only $347.15 before she cancelled her policy effective May 27, 2025.  We have confirmed that the $144.30 refund for unearned premium was correct.  Regarding the glass damage referenced in the complaint, when this customer bought her policy she did not buy glass coverage.  If there was any confusion in that regard she would have seen on her Coverage Selections Page that the policy did not include glass coverage and she could have contacted us to request it be added,but we have no record of her making such a request.  Also, we have no record of her attempting to file a glass claim.

      Customer Answer

      Date: 06/18/2025


      Complaint: 23464404

      I am rejecting this response because:



      Regards,

      ******* Pacheco *****

    • Initial Complaint

      Date:05/14/2025

      Type:Order 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.
      I advised my insurance company that I would be changing my homeowners because my upcoming year they dramatically increased my policy cost. They instead canceled my insurance policy causing me to have a lapse in coverage, wouldn't reinstate my auto insurance and I had to find another carrier and now deal with the consequence of their failure by overpaying another company due to having a lapse in coverage on my record. They are also still trying to send me threatening letters about owing them a balance for my homeowners insurance that I canceled with them several months ago because they made mistakes on their end. They canceled my auto policy for absolutely no reason causing me to pay the price and won't fix it. I am now paying more money due to their negligence.

      Business Response

      Date: 05/23/2025

      May 23, 2025

      Better Business Bureau Serving **********
      ************************************
      Building A, Suite 202
      **************************-3711

      Attention: ********* ******

      Condo-owners Insurance Company:                    Palisades Property and Casualty Insurance Company
      Automobile Insurance Company:                         High Point *********************** 
      Complainant Name:                                             ******** ****
      Tracking ID:                                                          23329205


      Dear *** ***************** are writing in response to your May 14, 2025, inquiry regarding ******** Fants automobile and condo-owners policies.  

      *** Fants condo policy originally renewed on October 9, 2024 for the ******* term. We did not receive the initial payment for the renewal term and, accordingly, the policy was cancelled on November 19, 2024 and we invoiced *** **** for the earned premium through the cancellation date.  On May 6, 2025, we spoke with *** **** who indicated that she had intended to cancel her condo policy as of the October 9, 2024 renewal date.  Based on this update, we agreed to process the cancellation effective October 9, 2024 and confirmed that there are no outstanding invoices.

      *** Fants automobile policy cancelled effective November 10, 2024, due to missing a payment, as a scheduled withdrawal from her bank was not honored due to insufficient funds.  A notice of intent to cancel was sent to *** **** on October 21, 2024, indicating that the policy would be cancelled if a payment of $125.95 was not received before November 10, 2024. When the payment was not received, the policy was cancelled.  

      On December 16, 2024, we withdrew $108.90 from *************** for automobile coverage provided from June 15, 2024, through the November 10, 2024, cancellation date.

      If you have any further questions or require any additional information, please contact ******** ******* via email at *********************************************************************.
       
      Sincerely, 

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

      ******* *****
      Plymouth Rock Customer Solutions Center 

    • Initial Complaint

      Date:05/13/2025

      Type:Customer Service 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.
      I was notified today May 13 that Plymouth Rock assurance cancelled my policy for nonpayment when I made a payment on the app 4/28/25 and today is 5/13/25 when they sent you have received a refund email. So I I am confused .

      Business Response

      Date: 05/19/2025

      May 19, 2025

      Better Business Bureau Serving New Jersey                                                              Policy Issued by:
      ****************************************************************************;                                                                   Palisades Insurance Company
      Building A, Suite 202                                                                                                    Insured: ***** *****
      ********, ** 08690                                                                                                     File # ********

      Attn: ********* ******

      Dear *** ******:

      We are writing in response to your May 13, 2025, inquiry regarding the above-referenced file.


      On January 2, 2025, *** ***** purchased an automobile policy effective the following day.


      On March 13, 2025, we sent an invoice advising for $288 due April 3, 2025, however no payment was received by the due date.


      On April 9, 2025, we sent a Notice of Cancellation which states that $288 is due by April 29, 2025, at 12:01 am, otherwise the policy would cancel effective that day. On April 29, 2025, we received the payment late at 5:32 pm.


      On April 30, 2025, we sent a Final Notice of Cancellation, stating the policy cancelled effective April 29, 2025.


      On May 13, 2025, we spoke to *** ***** regarding her policy and declined reinstatement. We advised that the $288 payment was made after the policy cancelled. On the same day, we emailed *** ****** an electronic refund check for $203 because there was an outstanding balance of $85 for coverage from January 3, 2025, to April 29, 2025.


      If you have any further questions, please contact ***** ****** at ********************************************************************.


      Sincerely,

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

      ******* *****
      Plymouth Rock Customer Service

    • Initial Complaint

      Date:05/05/2025

      Type:Order 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.
      ****** ******* and ****** ********* both were very rude controlling and did not have my best interest. They lied and cheated me out of ***** dollars on a claim. Both parties cant be trusted and do not care about their customers.

      Business Response

      Date: 05/13/2025

      We deny the allegations that the these representatives of our ***************** were unprofessional in their dealings with the consumer. The claim has been paid in full based on the estimate prepared and we will work closely with the consumers shop of choice on any supplements with regards to parts or labor. 

    • Initial Complaint

      Date:04/25/2025

      Type:Sales and Advertising 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.
      I had car insurance with Plymouth and my policy number is UZA00002056658.On 12/18/24 and 12/24/24, two separate incidents totaled my vehicle. I have not driven my car since 12/17/24. The reps state both claims totaled my vehicle. The company is charging me a $1000 twice. I feel like they are stealing my money. Both accidents totaled my car, therefore I should only be charged one deductible, especially if the first claim was deemed a total loss. The company wants to steal my money. Also, the company still has not settled my claims. Its been 4 months and they have dragged this process on purpose, and also, I've paid on premiums for 3 months in the amount of $921.80 when I had no car and the company on purpose delayed my claims process.I would like my money refunded to me or I want to seek litigation. I want a total of $1921.80 returned to me for the fraudulent behavior of Plymouth Rock.

      Business Response

      Date: 04/30/2025

      I am responding to this complaint on behalf of Pilgrim Insurance Company, which is the Plymouth Rock affiliate that issued the auto insurance policy to this complainant.  We deny the complainants allegations of fraud, which appear to be based on a misunderstanding of the standard Massachusetts auto insurance policy.  The complaint relates to two separate claims a vandalism loss that occurred on December 18, 2024, and a collision loss that occurred on December 24, 2024.  Pilgrim correctly applied the complainants $1,000 deductible separately to each loss, as is required by the standard Massachusetts auto insurance policy issued to the complainant.  We have explained this to the complainant and on April *******, the complainant verbally accepted our settlement offer.  We will issue payment upon receipt of the necessary documentation from the complainant.  Regarding the comment about the insurance premium, the policy was cancelled when the Massachusetts Registry of Motor Vehicles cancelled the vehicles registration.  The complainant will be receiving a refund of premium paid for the period after the policy cancellation effective date.  

    • Initial Complaint

      Date:04/10/2025

      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.
      the insurance plymouth rock has total my car and issued a check in the amount of almost ********* for the. damages and now plymouth rock will not give any information of whom they sent the check to , plymouth rock wants to play games this is not a game some one made fraud on this matter i would appreciate if you could help me out please and thank you , they also reported to carfax so i been having this issue since the accident 8/13/21 it has been a long time talking to the gap insurance **** ******** was handling the case that was the person that i was. dealing with. and she didnt get back to me and she has all the regular paperwork i had sent to her , here is her number *********** i dont know what else to do

      Business Response

      Date: 04/15/2025

      I am responding on behalf of Plymouth Rock Assurance.  We are pleased to report that we contacted the customer after receiving notice of this complaint and we were able to resolve her concerns.

    • Initial Complaint

      Date:04/09/2025

      Type:Order 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.
      I had Plymouth rock as my auto insurance provider. They quoted me for 200 dollars a month and then changed it to 300 per month. They then wanted a 364 dollar payment wich I did not pay resulting in a cancelation of my policy. They had mailed out cancelation notice to myself and penn dot. After my policy was canceled They still withdrew 364 dollars from my account a week and a half after my policy had been canceled.

      Business Response

      Date: 04/17/2025

      Better Business Bureau Serving ***************;                                      Policy Issued by:                             
      ****************************************************************************;                                            Palisades Insurance Company
      Building A, Suite 202
      ********, NJ 08690                                                                               Insured:***** Bamberger     File # ********
      Attention: ********* Warren                                                                                    

                                                    


      Dear Ms. ***************** are writing in response to your April 9, 2025, inquiry regarding the above-referenced file.

      On December 6, 2024, Mr.********* purchased an automobile policy, effective December 7, 2024, and selected the electronic funds transfer (EFT) payment plan.

      On December 7, 2024, Ms.********* called to add an additional vehicle to the policy, effective the same day.  The additional vehicle caused a pro-rated increase of $557 for the six-month term.  On December 9, 2024, due to the endorsement adding a vehicle to the policy, we sent an updated EFT payment schedule,advising of the increased amount of future installments.

      On January 9, 2025, we sent an EFT payment schedule advising that $406.15 would be withdrawn on February 7, 2025.  On February 13, the payment of $406.15 was returned due to non-sufficient funds (NSF).  A $25 NSF fee and a $15 late fee were added to the policy balance.

      On February 13, 2025,we sent a Notice of Cancellation for non-payment of the insurance premium,advising $446.15 would be the minimum amount due on February 28, 2025.  On February 28, we sent a Final Notice of Cancellation, effective February 28, 2025.  There was an outstanding balance of $365 for coverage provided from December 7, 2025, through February 28, 2025.

      On March 1, 2025, in accordance with our EFT authorization agreement, we sent a final EFT payment schedule to collect the outstanding balance, advising $365 would be automatically withdrawn on March 18, 2025.  On March 18,we withdrew $365 from Mr. ********** checking account for ********************** coverage provided through February 28, 2025.  Mr. ********** account is paid in full.

      If you have any further questions, please contact ***** ****** at ******************************************************************** 

      Sincerely,


      ******* *****
      Plymouth *********************


      Customer Answer

      Date: 04/17/2025


      Complaint: 23181737

      I am rejecting this response because:

      I do not agree. My insurance is paid and then the service is provided.  I didn't pay and was canceled and the money was withdrawn after the policy had been canceled 

      Regards,

      ***** A *********

      Business Response

      Date: 04/30/2025

      April 30, 2025

      Better Business Bureau Serving New Jersey                 Policy Issued by:
      ****************************************************************************;                      Palisades Insurance Company 
      Building A, Suite 202
      *******************************;                                                        Insured: ***** *********
                                                                                               File # ********

      Attn: ********* ******


      Dear Ms. ***************** are writing in response to your April 21, 2025, follow-up inquiry regarding the above-referenced file.

      Although the policy canceled, there was a balance owed to cover earned premium in the amount of $365 for insurance coverage provided from December 7, 2024, until the cancellation date of February 28, 2025.  The outstanding balance of $365 resulted from the February 7 installment payment that was not honored by ******************* due to insufficient funds.  

      As required under Pennsylvania law, insurance companies must give 15 days notice of cancellation for non-payment of premium.  No payment was received by the cancellation date; therefore, the policy cancelled effective February 28, 2025.  On March 1, 2025, we sent a notice to Mr. ********* advising that the outstanding balance of $365 would be withdrawn from his bank on March 18. 

      If you have any further questions, please contact ***** ****** at ************************************** .

      Sincerely,

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

       

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

      Plymouth Rock Customer Service 


    • Initial Complaint

      Date:01/28/2025

      Type:Order 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.
      I am not liable for this debt with HIGH POINT SAFETY I do not have a contract with credit collection serv. they did not provide me with the original contract as i requested

      Business Response

      Date: 02/06/2025

      February 6, 2025

      Better Business Bureau Serving NJ 
      **************************************************
      Building A, Suite 202
      **************************

      Palisades Safety and Insurance Association
      Complainant: ******* ******
      File #: 22870130

      Attn: ********* *.


      Dear Ms. ***************** are writing in response to the January 29, 2025, inquiry regarding ******* ******* policies.

      On February 3, 2025, we reviewed Ms. ******* prior automobile and homeowner policies.  There was no collections file in the policy records nor any records that we sent billing to a collections agency. 
       
      On February 4, 2025, we spoke with our collections agency and confirmed there was no record of collections for Ms. ****** for Plymouth Rock.  However, Ms. ****** may contact our collections agency, Credit ******************* at ************ for additional information.  She may also consider contacting the major credit bureaus for more information.

      If you have further questions, please contact me at **********************************************************************.

      Sincerely,

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

      **** ********
      Supervisor, *************************

    • Initial Complaint

      Date:01/27/2025

      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.
      On December 9th 2024 a registered client from Plymouth Rock hit my vehicle and they redeemed it a total loss. Its been almost two months now and Plymouth Rock is still investigating my claim and Ive cooperated with everything they ask from statements under oath and documentations. When I call to check for update I get lied and told Ill be contacted and Ive yet to hear from anyone. The people who work for Plymouth Rock are very rude, belligerent, and use nasty vulgar. Theyve hung up on me on serval occasions and terminated my calls when Im tryna find out about them paying for my vehicle. I only have liability and my vehicle was park unattended just fine before their client struck my vehicle leaving a note apologizing.

      Business Response

      Date: 01/28/2025

      I am responding on behalf of ********************************** to the complaint filed by this third-party liability claimant. Our position with respect to the claim is based on a full and fair investigation and has been clearly communicated with the claimant.

    • Initial Complaint

      Date:01/27/2025

      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.
      Im not liable with this debt with. *********************** I do not have a contract with credit communications they did not provide me with the original contract that I requested

      Business Response

      Date: 02/04/2025

      February 4, 2025

      Better Business Bureau Serving **
      *************************************************************************************************
      **************************

      Attn: ********* ******

      Palisades Insurance Company
      Complainant:  ******* ********
      File #:  22863470

      Dear Ms. ***************** are writing in response to your January 27, 2025, inquiry regarding the above-referenced file.

      Our records indicate that Ms. ******** began an automobile insurance quote with us, but did not complete it.  We do not have any records indicating that she owes a debt to Plymouth Rock. 

      If you have any further questions, please contact ***** ****** at ********************************************************************.

      Sincerely,

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

      ******* *****
      Plymouth Rock Customer Solutions Center

    Plymouth Rock Assurance is NOT a BBB Accredited Business.

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