Complaints

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

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Willoughby Insurance Company has 6 locations, listed below.

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  Willoughby Insurance Company

  1523 Main St Buffalo, NY 14209-1723

  
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  Willoughby Insurance Company

  6043 Transit Road Depew, NY 14043

  
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  Willoughby Insurance Company

  1994 Seneca St Buffalo, NY 14210-2353

  
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  Willoughby Insurance Company

  3652 South Park Ave Blasdell, NY 14219

  
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  Willoughby Insurance Company

  646 Delaware Avenue Tonawanda, NY 14150

  

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:07/02/2024

  Type:Billing 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 tried to make two payments in the last two months I was told from someone at Willoughby insurance that I did not have to and could not make any payments they had to call someone to see what was going on with my insurance. I was also sent at $155 somewhere at round that amount that would have been for cancellation but I was told it was not meant for me at all but the check was in my name last month or two I am being forced to pay $684.74. This is a huge mistake that the company has made it was not my fault at all that those payments were not made every month I call to make a payment I am being told the same thing and that my insurance is active I need this to go to the courts asap ******* ******* is who I go through to make payments they are giving me till the 20th of July to make the full pay this is wrong someone please help with this

  

  Business Response

  Date: 07/16/2024

  Good afternoon.  Miss ******* is insured with ******* ******** and the policy is premium financed with ******* ******* **** (***).  The first monthly payment for the policy was due 3/29 which was paid 4/11. ******* ******* then received a return premium from ******* on 4/12 that was erroneously applied to *******'s account (the funds belonged to a different customer/account).  On 4/25 ******* attempted to make her April payment but was unable to make the full payment as a result of the return premium.  She was then issued a refund check of $155.13 which she cashed.  Upon finding the error we contacted ******* to confirm they issued no return on Miss *******'s account and contacted ******* ******* to correct it. *** reversed the money out to apply it to the correct account on 6/26.  They are now billing for her May and June payments, the refund check and the shortage from her April payment.   We reached out to corporate, she CAN make a minimum of $561 by 7/20 and the remaining $133 would be rolled into her July payment.  I will reach out to Ms. ******* to advise the same.  Thank you.   

• Initial Complaint

  Date:06/27/2023

  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.

  My car was totaled April 3rd. The car insurance agent failed to report that to the insurance company Intagon. The payment is made through the company ******* ******* ****. I turned my plates in May 1st and was told to send the cancellation in within 30 days. On May 26th I emailed my cancellation notice through the DMV to the agent who failed to submit it. At this point, it looks like I failed to make a payment and they’ve canceled my car insurance policy due to non-payment. Now they want $200 as a remaining balance even though I’ve always made my payment on time and I have every receipt. Including the receipt where I’ve canceled my policy through the DMV and through the email. And even though I’ve done everything in the correct manner ******* ******* **** still wants me to pay a remaining balance even though I shouldn’t have to.

  

  Business Response

  Date: 07/21/2023

  With response to Ms. *****' concerns:  Her car was totalled 4/3; it is the duty of the insured to report any losses to their insurance carrier.  Plates were destroyed 5/1 and the State supplied FS-6T was not supplied to us until 5/26.  Unfortunately, it was emailed to a representative who was on vacation.  There was no follow up by Ms ***** to ensure receipt of said document.  As the policy was written through the *** **** ********** ********* **** (assigned risk), we have no binding authority and are bound by the rules of the Plan which stipulate that any FS-6 submitted more than 30 days past the actual surrender date are processed on the day after receipt by the company.  We did appeal to the insurance company explaining the situation but they refused our request.  Unfortunately, there is no way to have this changed.  

  Customer Answer

  Date: 07/23/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. I spoke with the representative on 5/26, during the conversation he instructed me to send him the documents stating my plates were turned in and to cancel my policy. I did this early morning. So the representative was in fact not on vacation at the time and failed to send the insurance proper documentation making it look like I failed to pay or report my vehicle totaled.  I have already had to pay for a month I wasn’t driving the vehicle. I did everything correctly and this should not fall back on me.  
  
  
  Regards,
  
  ****** *****