Complaints

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

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• 

  Plymouth Rock Assurance

  581 Main St, Ste 400 Woodbridge, NJ 07095-1144

• 

  Plymouth Rock Assurance

  PO Box 922 Lincroft, NJ 07738

• 

  Plymouth Rock Assurance

  PO Box 903 Lincroft, NJ 07738-0903

• 

  Plymouth Rock Assurance

  PO Box 921 Lincroft, NJ 07738-0921

• 

  Plymouth Rock Assurance

  PO Box 924 Lincroft, NJ 07738-0924

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:04/10/2025

  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.

  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:

  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.

  
  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: 04/17/2025

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

  
  

  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:

  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 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:

  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 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:

  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.

  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
  

• Initial Complaint

  Date:01/21/2025

  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.

  
  Complaint: 22838070
  
  I am rejecting this response because it contains inaccuracies. Here are the correct facts:
  

  The initial claim was filed on the 6th.
  The claims adjuster contacted me on the 9th.
  However, the damage adjuster didn't reach out until December 19th and stated that a visit to assess my vehicle wouldn't happen until after December 24th. 
  

  I had specifically requested an in-person evaluation of the vehicle, but due to the adjuster's unavailability until after December 24th, I was forced to settle for an evaluation based solely on photos uploaded on the 7th.
  This delay resulted in parts being back-ordered. If the adjuster had done their job correctly and contacted me in a timely manner, these parts would have been ordered sooner.

  It's appalling that the company would claim they couldn't contact me. Given that my car was not drivable, it's absurd to suggest that the adjuster couldn't reach me. He most certainly could have gotten ahold of me if he tried. This is a total fabrication, and it's alarming that a company would outright lie to cover their own inadequacies. Especially since I had sent countless email and messages that were left unanswered.
  

  As a direct result of this delay, my car remains unrepaired to this day. Moreover, the company refused to extend the rental period beyond 30 days, despite the fact that they took over 14 days to have the adjuster inspect my vehicle. This was not a delay caused by me, but rather by the company's own inefficiencies.
  

  Furthermore, we still haven't received payment for lost wages from the medical claims submitted months ago. Despite submitting all necessary paperwork promptly, the company has provided nothing but excuses, unreturned emails and calls, and a general lack of concern for its customers.
  

  I have a complete paper trail documenting all dates, communications, and original contact, which supports my account of events. It's ironic that they're quick to respond to complaints here but neglect their customers' needs. 
  

  Regards,
  
  **** *****

  m a total of 10 times, desperate for some semblance of support. But my cries for help were met with deafening silence. No responses, no correspondence, no nothing. It was as if I was invisible.And the cherry on top? My policy premium increased by a whopping 120% following the accident. An accident that was not my fault. The audacity is staggering.

  Business Response

  Date: 01/27/2025

  I am responding to this complaint on behalf of Plymouth Rock Assurance Corporation.  Our auto insurance policyholder has complained about our handling of a recent claim and also an increase in her premium.  We are sorry that the policyholder was not satisfied with our service.  The policyholder reported the accident on Friday, December ****** and we called her on Monday, December 9, 2024 to request additional details.  We subsequently had some difficulty reaching the policyholder to arrange a time to inspect the damage to her vehicle, but it was inspected on December 20, 2024.  Two weeks later the policyholder took the damaged vehicle to her chosen repair shop.  Regarding rental reimbursement,Plymouth Rock afforded the policy maximum of rental coverage, and we made a concession with the policyholder for additional rental coverage.  We have also paid in full for the cost of repairs.  Regarding the premium increase, it is unrelated to the accident.  The policyholder was deemed not-at-fault for the accident.  The premium increase resulted from a non-accident related policy correction.  We have confirmed that the policy is rated in accordance with our filed and approved rates.
  

  Business Response

  Date: 02/04/2025

  I am responding to this follow-up communication on behalf of Plymouth Rock Assurance.  We are sorry the customer was not satisfied with the service we provided but we are pleased to report that the supplementary appraisal has been completed and the customer has been paid.  Regarding the customers claim for lost wages, we have reviewed the file and confirmed we handled the customers claim for lost wages as required by New York No Fault Regulation 68.  Thank you for allowing us the opportunity to respond.  We appreciate the feedback so that we may continue to improve our service.
  

  Customer Answer

  Date: 02/04/2025

  
  Complaint: 22838070
  
  I am rejecting this response because:
  
  While I acknowledge and appreciate that this aspect of the claim has been resolved, it is important to note that this resolution came after an extensive two-month wait. Multiple messages and complaints went unanswered during this time, which caused unnecessary frustration and delays in the process. This should not have happened especially since this was a no fault accident on my part and the other drivers insurance claimed full responsibility.

  
  Regarding the claim for lost wages, I remain dissatisfied with how this matter was managed. Under New York No-Fault Regulation 68, lost wages claims are required to be addressed within 45 days of the accident. However, in my case, this requirement was not met, as the claim was handled weeks after this designated timeframe. Additionally, the explanation provided does not adequately address the delays or the lack of communication I experienced throughout the process.
  
  Regards,
  
  **** *.

  Business Response

  Date: 02/14/2025

  We are sorry that Ms. ***** remains unsatisfied.  We have made multiple attempts to contact her to discuss her concerns.  We will continue to work with her to resolve this claim.

• Initial Complaint

  Date:01/06/2025

  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.

  
  Complaint: 22773069
  
  I am rejecting this response because:
  
  The carrier still left the third claim open. Even though I closed it because the unit started working again, they left it open showing 3 claims to other carriers in the attempt to obtain a new home policy elsewhere. Also I explained I had a death in my family and I was out of the country when those notices were sent in which Plymouth Rock could care less about peoples circumstances and more about their bottom line. Also the late payments were in fact due to the agent not facilitating the opportunity to pay it directly. The response from Plymouth Rock is incomplete as well as inaccurate. I will be filing a complaint with the attorney generals office as well. 
  
  Regards,
  
  ******** *****

  Business Response

  Date: 01/16/2025

  January 16, 2025
  
  Better Business Bureau Serving **********
  ************************************
  Building A. Suite 202
  **************************
  
  Attn:  ********* *************************************************** Plymouth Rock Home Assurance Corporation
  Complaint ***********
  Complainant Name: ******** *****
  
  Dear Ms. ***************************** are writing in response to your January 6, 2025, inquiry regarding the above-referenced file number. 
  
  On July 15, 2024, as part of our underwriting review process, we sent a letter to Mr. ***** advising that we were ordering a virtual inspection for the property. The letter stated that our vendor would send Mr. ***** a link so he could complete the inspection, and that failure to comply with this inspection might result in the non-renewal or cancellation of the policy. The vendor provided Mr. ***** with the browser link on July 19, 2024.  A second inspection letter was mailed on July 30, 2024. 
  
  Mr. ***** did not contact us and never completed the inspection., Accordingly, on October 17, 2024, we mailed a notice of non-renewal effective December 23, 2024. 
  
  Regarding Mr. ****** claim information, our records indicate that on July 10, 2024, he reported the failure of three air conditioning units.   He advised that one of the units had stopped working approximately one month prior to the report date and the other two had failed more recently.  The information was forwarded to the carrier that provided Mr. ***** was coverage under a ************ Endorsement for investigation. The investigation determined that the failures of the three air conditioning units were not related, and therefore each required a separate claim.  Two additional claims were opened, and payment was made for two of the three claims.  It was further requested that Mr. ***** provide additional diagnostics for the third unit.  However, Mr. ***** decided to withdraw the third claim without providing diagnostics.  
  
  Our records show Mr. ***** made payments after receiving a pending notice of cancellation on six occasions during the December 23, 2022, to December 23, 2023, policy term.  We do not have any records showing that Mr. ****** agent made payments on his behalf. 
  
  If you have any further questions, please contact ***** ******* at ************** or via email at *********************************************************************. 
  
  Sincerely,
  
  ******* *****
  
  ******* *****
  Plymouth Rock Customer Solutions Center