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:08/29/2022

  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 was quoted my car insurance would be 364.00 a month. I received my bill and they were charging me 393.15 a month. Spoke with Melony was advised needed to pay in full then they would credit me difference and reduce my payment. My payment was reduced but only to 379.37. So I am being over charged 15.37 a month and never got the refund I was promised for paying more than I was quoted. I want my payment reduced to what I was quoted 364.00 and refunded the difference. I have been trying to resolve this issue since March of 2022.

  Business Response

  Date: 08/30/2022

  Please review the attached email from the agent that services this account in our agency (Melanie H***) with an explanation of events that occurred with ***** ********* Policy.  

   

  Thank You.

  Heidi C*****

  Agency Owner

  ###-###-####

  Business Response

  Date: 09/02/2022

  Below is the response from our agent (******* ****) that services this account.

   

  The Auto quote for Erie was submitted to be bound Effective
  3/25/2022. The insured opted to be set up on Auto pay with a monthly ( 12 pay
  plan). Under the 12 pay plan, the monthly premium was quoted at $364 a month.
  The total 12 month was $4368.
  
  All Quotes are subject to underwriting when they are submitted
  to be bound. Erie downloaded a higher premium, as underwriting re-rated her two
  young ( both under 26) sons to be the primary drivers of the two higher rated
  vehicles on the policy.( There are 4 vehicles on the policy)  The policy
  was issued and policy documents were mailed out to the insured at a premium of
  $5,079.
  
  I reached out to underwriting on the insured’s behalf and was
  able to rerate the two young drivers to the two lower rated vehicles on the
  policy and apply a credit of $301 to the premium. This brought the premium back
  down to $4778. * Note this was a courtesy credit to maintain customer as the
  drivers do drive the higher rated vehicles on a regular basis.
  
  The insured reached out to our office on 4/19 as she received
  Billing from Erie in the amount of $1,239.65 and inquired as to why it was so
  much. She was advised of the change in premium due to the drivers as well as
  being informed that she has not made a payment on the policy to date, and she
  is now being billed for March, April and May installments.
  She asked for a credit at this time, as she stated she was
  quoted a lower price.  I advised her of the Erie underwriting guidelines
  again and advised that I did apply an initial credit and advised her that I
  would reach back out to Erie to see if there were any additional adjustments
  that could be made, but also advised her that she would need to make her
  premium payment and submit her EFT form. The EFT form was never submitted ,
  therefore Erie removed her from the Monthly auto pay, reverting the policy back
  to a 9 pay bill by mail which includes a monthly installment fee of $5 per
  payment.
  
  Insured submitted EFT form and made the 3 month payment due on
  5/25/2022. The policy was then reverted back to a 12 month pay plan, with 9
  payments remaining.
  
  I reached back out to Erie and was given approval to lower the
  yearly mileage on both vehicles driven by them, to apply another courtesy
  discount of $124.
  
  The final premium being $4614.
  
  The insured called back into our office and left a voicemail
  advising me that if I didn’t credit her back down to the price that was quoted,
  she was reporting our agency to the better business bureau.
  
  I spoke with the insured on Friday, 8/26/2022. I reviewed her
  policy with her and again advised her that the quote submitted to bind coverage
  was subject to underwriting, as this is standard practice for all insurance
  companies. The insured was notified of the premium change and received her
  policy and documents and billing. I also advised her that I have applied all
  credits that were able to be applied. At no point was she ever promised a full
  refund of the difference in premium, and at no point was she told she had to
  pay in full before any credits could be applied. She was only advised she had
  to pay her back balance to bring her policy current. I also reviewed all other
  insurance premium options with all of our available carriers and she was given
  an option to place her insurance with another provider.  At this point she
  advised that this is why she left Allstate, because the premiums kept going up,
  and she should have just stayed with them,  that she is right back up to
  the price she had. I advised her that her premium with Allstate was at $5146.
  on her auto and $1,070 on Her home. Her current premium with Erie is at $4614
  and her home is $715. Her premium is now $887 lower than she was paying with
  Allstate. I again apologized for the premium coming in higher than the original
  quote, and again told her that I have issued every available credit that I was
  able to authorize. I offered to provide alternate quotes from our other
  carriers, as well, as she has options to choose other carriers, if she no
  longer wants to remain with Erie or our agency. She then told me that she wants
  her payments credited back down to the $364 a month price that she was quoted,
  and if I wasn’t going to do anything else for her, she was calling the Better
  Business Bureau and ended our call.