Insurance Companies
Grange Enterprise Companies, including Grange and Integrity InsuranceComplaints
This profile includes complaints for Grange Enterprise Companies, including Grange and Integrity Insurance's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 63 total complaints in the last 3 years.
- 15 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:07/11/2025
Type: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.
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 23587696
I am rejecting this response because: the business is using undue influence to have the auto body shop rewrite estimates based on what they tell them. The auto body shop already told me they have no recourse. That whatever the insurance company tells them the quote should be they have to rewrite the estimate. If they dont the insurance company will not give them anymore business. This is absolutely inappropriate!!!
Regards,
***** *******
Business Response
Date: 07/15/2025
Re: Complainant: ***** *******
Name of Insurer: Integrity Property & Casualty Insurance Company
File/Case Number: 23587696
Policy Number: PA3 ******* 03
Claim Number: ZPA003811016
NAIC: 12986
FEIN: **********
To Whom It May Concern:
Thank you for allowing Integrity Property & Casualty Insurance Company the opportunity to respond to *****
********* inquiry. Integrity Property & Casualty Insurance Company provides a Personal Auto policy for *****
******* *******. ***** ******* is our insured and disputes the value of their total loss.
Timeline of claims handling:
Date / Event
06/05/2025 Date of Loss
06/12/2025 Loss Reported to Grange
06/13/2025 First Contact made with Complainant.
06/16/2025 Initial estimate completed based on photos provided by ***** *******. The
estimate amount was $2,905.29 and payment was issued less ******* $1,000
deductible in the amount of $1,905.29 paid to *****.
06/17/2025 Integrity received an email from ***** that he does not agree with our
estimate. His shop told him that the vehicle has over $10,000 in damages. Our
adjuster responded that our estimate was an initial preliminary estimate and we
understand there is potentiality for additional damages to be found once repairs
start.
06/17/2025 Integrity receives copy of the police report which fails to identify the at fault
driver.
06/26/2025 Shop estimate received and reviewed. Damage amount confirmed at $6,053.30
resulting in the total loss of the insured vehicle. The claim was assigned our
total loss team, our total loss adjuster shares the vehicle valuation with the
owner, and the total loss process is explained via phone call with *****. The
total loss settlement amount after tax, title fee, and deductible is $7,005.10. The
owner retaining salvage process is also explained with salvage value of
$1,923.68.
06/30/2025 Integrity receives email from ***** disputing the salvage value of his vehicle.
07/01/2025 Integrity runs salvage value again via ****************** services to confirm
accuracy of the salvage value. The value received on 7/1/25 is higher than
value initially received on 6/26/2025. Email is sent to ***** responding to his
request to lower the salvage value.
07/01/2025 to 07/14/2025 Integrity's total loss manager continues responding to ******* questions
regarding the claim.
The CCC Market Value report is attached and indicates the value of ***** ********* vehicle is $7,562.00 for their
zip code. The final settlement amount is $7,005.10 after applying sales tax, fees and the $1,000.00 deductible. We
feel this amount accurately reflects the local market value of ***** Bradleys vehicle.
We have twice confirmed the salvage value of the vehicle. Integrity's claim leadership has also reviewed the claim
handling and has stayed in communication with *****.
Please feel free to call me with any questions at the number listed below.
Sincerely,
***** Bending
Claims Manager
Phone: **********************
Fax: ************
Email: *************************************************************Customer Answer
Date: 07/15/2025
I was told directly on a call with the estimator for the bod shop. He was told to rewrite the estimate. They rely on the insurance company sending them work and do whatever they need to be done to keep the work coming. Go ahead and call the business abra and ask for **** ******** the person that wrote the estimate and told me this over the phoneCustomer Answer
Date: 07/15/2025
One is the first estimate and the second is a rebuilt estimate requested from grange to benefit them so they pay out less on the claim to me.Initial Complaint
Date:06/17/2025
Type: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.
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 23479038
I am rejecting this response because:
Regards,
******* *****Business Response
Date: 06/20/2025
Ms. *********,
Please see the attached response for complaint #********. If you have any questions please feel free to reach out to me.
Thank you,
***** ********
Grange Insurance
**************************************************************
************
Customer Answer
Date: 06/21/2025
If this insurance company fails to comply, I wish for you disclose it. I believe previously I asked to not disclose this matter, but for what its worth & for how long theyve been stalling, you have my permission to publish it.
Thank you,
******* *****
Initial Complaint
Date:04/21/2025
Type: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.
there are more damages to my property that i am waiting for a estimate of the new cost that include a fence as the adjuster wanted to know the lenth of the fence and now my mortage company new rez has become involved and wants to see the new estimate and contractors preposial of what will be repaired at my home i am waiting on the compleate new estimate that must be sent to the mortage company before the next payment check is sent the mortage company wants to inspect the site and the work as like me they dont trust the estimator as he missed too much ddamage on my property and took over a month and didnt want to send a new estimate till his acting supervisor got involved as i had left emails and messages with his regular supervisor but got no response back so i started filing complaints andn finally gota acting supervisor to get involved i am still not satisfied till i see the final estimate of what they will pay for ily and he finally mailded a paper check because i refused to accecpt the emalis and told him i needed a updated estimate of what the check covered but he refuses to send me a updated estimate for the check.if i accept the check my home will not be fixed for all teh damages since i dont have a new estimate with the entire damages grange is paying me for .
i cant trust **** **** since he wont give me a copy of a new estimate that covers all the damages he mised even though several contractors sent him multiple pictures of teh damages he has not approved none of the contractors or sent a new updated estimate of what damagesa ate since he did first inspection he is trying to delibetly lowball me of my settlemeny and is acting in bad faith and i may have to get a lawyer to get my settmenet from grange
Business Response
Date: 04/25/2025
hank you for allowing Grange Property & Casualty Insurance Company the opportunity to respond to *****
******** inquiry. Grange Property & Casualty Insurance Company provides a Homeowners policy for *****
******. Mr. ****** presented a claim for hail damages to his property
A detailed estimate was completed on Mr ******** property. Damage was observed to the dwelling and other
structure as result of hail. Additional information was presented after initial settlement supporting revisions made
to the estimate. Supplemental compensation has been issued to Mr. ****** based on the additional findings..
Timeline of claims handling:
Date Event
03/15/2025 Date of Loss
03/19/2025 Loss Reported to Grange
03/19/2025 First Contact made with Complainant. Initial contact was made with *****
****** by the assigned adjuster **** *****. A claim was presented for hail
damage to the dwelling, detached shed, and a motion sensor. An assignment
was made through Contractor Connection to evaluate the damage and provide
an estimate of repair for the covered damage caused by hail.
03/19/2025 to 03/21/2025 Contractor Connection was unable to locate an available contractor and the
assignment was canceled. An assignment was provided to SeekNow to inspect
the loss and address the cause of any damage.
03/24/2025 to 03/28/2025 The inspection report was received by SeekNow. SeekNow report confirmed
hail damage to the dwelling roof surface, gutters, and siding on the right
elevation. The detached structure was observed to have hail damage to the
roof surfacing and the siding on right and rear elevations. An estimate was
completed for the observed covered damage in the amount of $17,546.54.
03/24/2025 to 03/28/2025 The deductible and applicable depreciation were applied to the estimate and an
actual cash value payment was provided to Mr. ****** in the amount of
$11,209.29.
Mr. ****** left a message with the adjuster explaining a misunderstanding
regarding depreciation withholding. Mr. ****** stated his home was built in
2019 and its value had increased.
03/31/2025 The adjuster sent an email communication explaining the depreciation amount
and that it is eligible for recovery upon completion of the project.
04/09/2025 to 04/16/2025 Mr. ****** and his contractor, *** *** ************, provided additional
photos of damage to the property not assessed in the estimate. *** ***
************ had submitted an estimate for further review. The adjuster
confirmed the supplemental information was received and would be reviewed
for further consideration.
04/21/2025 to 04/22/2025 The Team Lead, ******* ********, spoke with Mr. ****** and discussed the
supplemental process via phone. Mr. ****** stated there were areas missed
during the inspection that needed to be addressed in the estimate. The
documentation provided by Mr. ****** was reviewed and additional damage
considerations were included within the estimate.
04/21/2025 to 04/22/2025 An updated estimate was provided to Mr. ****** in the amount of $22,115.24.
Applicable depreciation and the deductible were applied to the estimate and a
supplemental payment was provided to Mr. ****** bringing the total payment
to $15,081.70.
All concerns expressed by Mr. ****** have been addressed within the estimate, with the exception of the fence as
no repairs were deemed necessary. The additional photos and documentation supported changes to the estimate to
restore the property to its pre-loss condition. Pertinent documents have been provided in this response.
Please feel free to call me with any questions at the number listed below.
Sincerely,*********
**********
**********
Business Response
Date: 05/20/2025
Thank you for allowing Grange Property & Casualty Insurance Company the opportunity to respond to ***** ******** inquiry. Grange Property & Casualty Insurance Company provides a Homeowners policy for *****
******. Mr ****** presented a claim for hail damages to his property.
Additional information was received by Mr ****** regarding damages that were not discovered on the initial inspection. A re-inspection was coordinated with Mr ****** to address additional findings. The property was inspected on 5-6-2025 by a third party independent adjusting firm. On 5-15-2025, an updated estimate was provided in the amount of $25,371.47. The revised estimate included pressure wash and staining the fence, and additional siding replacement to the dwelling.Applicable depreciation and the deductible applied to the estimate, bringing the total payments made to Mr ****** to $17,965.78. Mr ****** was contacted advising of the changes and supplemental payment. All concerns expressed by Mr ****** have been addressed within the estimate. Re-inspection of the property supported changes made to the estimate to restore Mr ******’s property to its pre-loss condition.
Initial Complaint
Date:04/02/2025
Type: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.
Auto collision occurred 10/2024. Grange insured driver was at fault. I have two estimates for damage repair (one around 1800 and the other around 1600). Grange wants to pay me only 600 and not the full amount to repair the vehicle.I am simply asking to receive all of the funds so I can get the repair done at the shop of my choice. This dispute has continued on for six months now.Business Response
Date: 04/09/2025
Good Afternoon,
Attached is our Response to ********************** (#: ********)
If you have any questions, please let me know.
Thank you,
****** *********
Claims *** Business Manager
Phone: ************
Email: ***************************************************************
Initial Complaint
Date:03/13/2025
Type: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 rejecting this response because they are they bring up non-sense and just need to pay me the $5,000 because of diminished value.
They client hit me while I was in my house on a level 2 snow emergency. They are liabile.
On April 1st, the price is going up!
Regards,
jection of my claim for depreciation and diminished value. It is clear to anyone familiar with the car market that once an accident is reported on a vehicle’s history—especially one as significant as this—it will significantly lower the car’s value.
**** ********Anyone interested in purchasing my car would undoubtedly run a Carfax report and see this accident, thus reducing its worth. This is something Grange seems to conveniently ignore.
Furthermore, after the accident, Ms. ***** did not take any responsibility for cleaning up the wreckage, leaving debris from both vehicles in the street. As a result, I had no choice but to remove the hazardous debris myself in dangerous, sub-zero weather.
Business Response
Date: 03/17/2025
To Whom It May Concern:
Thank you for allowing Grange Property & Casualty
Company (“Grange”) the opportunity to respond to this complaint.
This matter involves a motor vehicle accident which occurred
on January 5, 2025, and which was reported to Grange on January 8, 2025. On
January 8, 2025, Grange made contact with the Complainant. During that
conversation, Grange verified the facts of the loss, accepted liability, and
provided expectations for next steps. Grange also provided a list of preferred
shops to address the Complainant’s vehicle damage.
On January 9, 2025, Grange received notice from its insured
that the Complainant was threatening a lawsuit. The Complainant separately
advised Grange that he would sue for diminished value and then would contact
Grange regarding repairs to the vehicle. On or about January 14th, the
Complainant sent in a police report and documents to Grange’s insured, along
with a demand for $3,000.00 related to inconvenience and diminished value. He
additionally advised that if not paid, he would file suit against the insured
and the insured’s daughter.
On January 19, 2025, the Complainant filed a complaint with
the Department of Insurance, which Grange responded to on February 7, 2025.
On January 23, 2025, the Complainant contacted Grange advising
he had filed a complaint with the Department of Insurance and that he was
having his vehicle towed to a body shop.
Complainant advised Grange on January 25, 2025, that the
body shop preferred an appraiser look at the vehicle before it was towed, so
Grange assigned an appraiser to do so. On January 30, 2025, Grange received an
initial estimate. Payment was issued and communicated to the Complainant.
Information was also provided regarding the supplement process. A rental
vehicle was set up for the Complainant. On February 6, 2025, a supplemental
payment was issued to the shop that completed the repairs.
On February 7, 2025, Grange’s insured received notice of two
small claims lawsuits filed by the Complainant on February 3, 2025, seeking
$2,500 each, one for diminished value and one for inconvenience. The
Complainant has not provided any requested documentation in support of his
claims for diminished value or inconvenience. A notice of dismissal was
filed by the Complainant in both actions prior to the March 5, 2025 trials.
Currently, the Complainant is in a rental vehicle being paid for by Grange while
his vehicle is being repaired at the body shop of his choice.Business Response
Date: 04/04/2025
To Whom It May Concern:
Thank you for allowing Grange
Property & Casualty Company (“Grange”) the opportunity to respond to this reopened
complaint.As you are aware, this matter
involves a motor vehicle accident which occurred on January 5, 2025, and which
was reported to Grange on January 8, 2025. On January 8, 2025, Grange made
contact with the Complainant. During that conversation, Grange verified the
facts of the loss, accepted liability, and provided expectations for next
steps. Grange also provided a list of preferred shops to address the
Complainant’s vehicle damage.On January 9, 2025, Grange
received notice from its insured that the Complainant was threatening a
lawsuit. The Complainant separately advised Grange that he would sue for
diminished value and then would contact Grange regarding repairs to the
vehicle. On or about January 14th, the Complainant sent in a police report and
documents to Grange’s insured, along with a demand for $3,000.00 related to
inconvenience and diminished value. He additionally advised that if not paid,
he would file suit against the insured and the insured’s daughter.On January 19, 2025, the
Complainant filed a complaint with the Department of Insurance, which Grange responded to on February 7, 2025.On January 23, 2025, the
Complainant contacted Grange advising he had filed a complaint with the
Department of Insurance and that he was having his vehicle towed to a body
shop.Complainant advised Grange on
January 25, 2025, that the body shop preferred an appraiser look at the vehicle
before it was towed, so Grange assigned an appraiser to do so. On January 30,
2025, Grange received an initial estimate. Payment was issued and communicated
to the Complainant. Information was also provided regarding the supplement
process. A rental vehicle was set up for the Complainant. On February 6, 2025,
a supplemental payment was issued to the shop that completed the repairs.
On February 7, 2025, Grange’s
insured received notice of two small claims lawsuits filed by the Complainant
on February 3, 2025, seeking $2,500 each, one for diminished value and one for
inconvenience. The Complainant has not provided any requested documentation in
support of his claims for diminished value or inconvenience. A notice of
dismissal was filed by the Complainant in both actions prior to the March 5,
2025 trials.Grange did not receive the diminished
value documentation attached to the Complainant’s reopened complaint until it
received the reopened complaint.The Complainant is still in a rental vehicle being paid for by Grange while
his vehicle is being repaired at the body shop of his choice. We have been
advised that the repair is on hold, as the parts are being shipped from
Germany. Once the repairs are completed, Grange will assess whether a claim for
diminished value is warranted.Thank you for providing us with
the opportunity to respond.Sincerely,
***** ****
Claims Legal Counsel
Grange Insurance CompanyCustomer Answer
Date: 04/04/2025
Grange insurance are idoits and their response makes no sense.
I am the victim as my car was struck while I was inside my house.
Grange has complaints documented at the BBB and lost a class action law suit. These are facts.
The place that range suggested only did body work; there is mechancial work that is needed so the place they suggested could not have handled the claim.
Grange did not provide a rental car for about a month.
I have provided a diministd value letter and I am out time, energy, and only a low end rental car for a portion of the time needed.
Regards,
**** ********Business Response
Date: 04/24/2025
Thank you for providing Grange
Property & Casualty Company (“Grange”) with the opportunity to respond to
this complaint. Consistent with your request, please see the attached response
that was sent to the Department of Insurance, outlining the actions undertaken
by Grange with respect to this claim.
On April 1, 2025, Complainant
provided the Better Business Bureau with a copy of a diminished value
assessment totaling $3,595.00. That assessment notes that there was no prior
damage or accident; however, a review of ISO records indicate that the Complainant’s
vehicle was previously involved in a 2022 collision, in which he made a
property damage claim after another vehicle slid into his parked vehicle,
damaging the same left rear quarter panel.
The Complainant’s vehicle was
fully repaired as of April 21, 2025. Grange has fully paid for any damage
sustained to the Complainant’s vehicle, as it has paid all costs of repair as
charged by the garage of Claimant’s choice. The cost of quality repairs is a
proper measure of damages provided the cost does not exceed the difference in
market value of the vehicle immediately before and immediately after the
collision. In this case, Grange has satisfied its obligation through the
payment of the Claimant’s repairs. Correspondence was sent to the Claimant
explaining Grange’s decision regarding the claim for diminished value on April
22, 2025.
We hope that this reply has fully
addressed any questions you may have regarding this matter. If you would like
to discuss this matter further, please let me know.
Sincerely,
***** ****
Claims Legal Counsel
Grange Insurance Company
###-###-####
*************************Customer Answer
Date: 04/25/2025
************
I am requesting that the BBB stand by me and demand that I get $10,000.
Also, that there rating is lowered on your site.
Just read their complaints.
My claim is for more than the diminished value.
** ** ********
********** ******
*** ******** ******** ***** ***
******** ** *****
###-###-####
***************************************
********************************
****** *** **************Initial Complaint
Date:02/19/2025
Type: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.
**********
**** stated on 2/18, the Grange appraiser completed the review and submitted the changes to the complainant's shop of choice. This same day, the adjuster advised the
complainant that since her vehicle is drivable, the rental can be made available for her for the following Mondayor Tuesday to allow the shop the full week to being and complete repairs2/18 was a Tuesday and the shop of my choice had given their approval that same day but grange kept saying they didnt receive it back from the body shop.
On 2/19 the estimate was finalized only because I had to call the adjuster on 3 way with the body shop because the body shop approved it but the adjuster kept insisting he didnt receive it. While on the phone the adjuster kept trying to get me and the body shop off the phone so he can continue to work on things. Since this kept resulting in delay the body shop Insisted that the adjuster ******* complete the steps while we are on the phone. He was a tad frustrated but then started completing the task on the phone that they claim they didnt have on 2/18.
We finalized everything on 2/19 thanks to the body shop. This could have been completed on 2/18 if grange wouldnt not have kept insisting they didnt receive anything but somehow magically on 2/19 (one day too late for rental) there was nothing needed to be found from the body shop and ******* was able to complete his portion on the phone because the body shop wouldnt not let him get off the phone without completing this.
I really appreciate the body shop for insuring grange treated me properly. The body shop even insisted I get a lawyer involved because they knew grange was the ones holding everything up since the body shop had sent everything back to the adjuster at 11am on 2/18.
ut now they are not trying to provide me with a rental because its not being dropped off on a Monday or Tuesday.
Regards,
***** ******I had an appointment to drop my car off Tuesday 2/18/25 at 3p but I wasnt able to drop my car off because the body shop was still waiting on grange to receive the approval when the body shop sent the approval to them at 11a on Tuesday.
I am now not being offered a rental until Monday and I have never heard of this. Why should I get penalized for their driver hitting me? Accident also happened feb 8th 2025. If we wait until Monday then that will be almost 2 weeks ago waiting to get my car serviced.
I will drop my car off tomorrow without any rental coverage and I think its very unfortunate that grange insurance is treating me this way. I ultimately think they wanted to go to their preferred body shop which is why Im getting the run around. The body shop was able to take my car 4/20 and 4/21 but due to granges delay I was not able to drop it off without approval.
Business Response
Date: 02/27/2025
*****************
To Whom It May Concern:
Thank you for allowing Grange Indemnity Insurance Company the opportunity to respond to ***** ********
inquiry. Grange Indemnity Insurance Company provides a Personal Auto policy for **** ******.
When the adjuster first contacted the complainant on 2/13, she opted to use the repair facility the adjuster
recommended. Later that day, she indicated she wanted to use a different repair facility of her choice. The
adjuster advised her this is acceptable.On 2/17, the complainant's shop of choice submitted their estimate to us
for review, which can take 2-3 days on average to complete. on 2/18, the Grange appraiser completed the review
and submitted the changes to the complainant's shop of choice. This same day, the adjuster advised the
complainant that since her vehicle is drivable, the rental can be made available for her for the following Monday
or Tuesday to allow the shop the full week to being and complete repairs.Later that day, I also spoke with the complainant, and advised that her shop of choice has not accepted the changes yet, and that the rental will need
to be set for the following Monday or Tuesday, since her vehicle is drivable, and we do not have a finalized
estimate yet. The estimate was finalized on 2/19, and payment was submitted to the complainant's shop the
same day. We reiterated to the complainant that the rental will be provided Monday or Tuesday, and that
because the estimate is showing a 3-4 day repair, beginning the rental on a Monday or Tuesday would avoid
using up 2 of those repair days on weekends when repairs are not being completed.
Please feel free to call me with any questions at the number listed below.
Sincerely,
**** ********
Claims Manager
Phone: **********************
Fax: ************
Email: **************************************************************Customer Answer
Date: 03/13/2025
This is my 2nd BBB review. The first one being grange wouldnt supply me a rental car if it wasnt a Monday or a Tuesday but I let that go. They are now saying they will not replace my car with OEM parts. I have a brand new ***** and I dont believe I deserve aftermarket parts after THEIR driver hit me and ran off and I had to **** him down. I have never been treated like this by any insurance company. Its been so bad I was advised to seek legal counsel due to the many issues Ive encountered from the begining. My car should not be required to have aftermarket service parts because it did not have aftermarket parts when the grange driver hit my vehicle. I cannot afford to pay for the difffence which grange is saying will happen if the shop uses OEM Parts. I deserve OEM parts because their driver hit my car and was at fault, I shouldnt have to come out of pocket for anything or lose value to my car because they want to save money not using OEM parts. This is not fair. I deserve OEM parts on my 2021 ***** is 300. I just got the car in December and it only has 30k miles. Basically brand new and deserves OEM parts.
Repair; Use OEM partsBusiness Response
Date: 03/17/2025
Ohio law does not require the use of only OEM parts, and as such, our estimate included parts deemed acceptable in ****, including, but not limited to, OEM, used, like kind and quality, and aftermarket parts. The parts used on the estimate are appropriate and reasonable.
Thank you,
**** ********
Initial Complaint
Date:02/18/2025
Type: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 canceled my auto policy because the premium had jumped from $270 to $1064!! However, even though I had paid additional premium payments two months prior, they still tried to charge me an “earned premium” of $381 as they have others.
I called my agent and she spent about half an hour reviewing the entire payment history and agreed that I shouldn’t owe anything because I had paid all of my premiums.
Please have this company remove this balance immediately.Business Response
Date: 02/21/2025
*************************
Our records indicate that the policy renewal was in effect from August 29, 2024, to March 1, 2025, providing 184 days of coverage. The total cost for this period was $1,880.12.
Additionally, policy changes (adding a driver, replacing an existing vehicle and adding an additional vehicle to the policy) made during the term resulted in an adjusted total of $684.83.
A total of six $2.00 service charges were assessed while the policy was active, amounting to $12.00.
Summary of Charges:
• Total premium for coverage (184 days): $1,880.12
• Policy changes adjustments: $684.83
• Service charges: $12.00
• Total amount owed: $2,576.95
• Total payments received: $2,195.82
• Outstanding balance: $381.13
Based on these calculations, there remains a balance of $381.13 owed to Grange. If Ms. ****** believes there is an error or would like further clarification, we encourage her to contact us directly so we can review the details together.
Sincerely,
***** *****
Billing Production Support Supervisor
###-###-####
**********
Cc: ******* ****** **** *******
*** ** **** ******* **** *** ***** ********* ** ********** ###-###-#### · grangeinsurance.comInitial Complaint
Date:01/25/2025
Type: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 allegation tthat the business did not have ANY of my contact information is false,please see attached screenshot. Also I was given this number by their claims department for ********** ******* which I called personally ###-###-####,additionally I sent an email as shown as well. Additionally Grange's own associates forwarded me to each of their respective phone extentions where I left voicemails. Unless Granges whole phone system is faulty AND I was given the wrong number for Ms.******* intentionally AS WELL as a false email address that I recieved from her voicemail recording then this reasoning that they had NONE of my contact information is false and they have some bigger issues than just my claim as a company. Additionally I've been misgendered in Amanda's response. I would like a formal apology and then I'd be happy to wrap things up with this complaint.her an email, yet I have received no response.
Regards,
***** ******
I contacted Grange again to see if someone else could assist me, as ********** was unresponsive. I was then forwarded to her supervisor, Amanda, but the lack of professionalism continued. I left ****** two voicemails explaining the situation and requesting a callback, yet I have not received any response from her either.
Finally, an associate informed me that my car would eventually be inspected for damages but that only ********** or ****** could provide a timeline for when that would happen.This level of mismanagement and poor communication has caused significant frustration and delays in resolving the matter.
Business Response
Date: 02/03/2025
******************
February 3, 2025
Thank you for allowing Grange Indemnity Insurance Company the opportunity to respond to ***** ******'s inquiry. Grange Indemnity Insurance Company provides a Personal Auto policy for ******* *******.
Please see the below timeline.
Timeline of claims handling:
Date Event
01/08/2025 Date of Loss
01/08/2025 Loss Reported to Grange
01/30/2025 First Contact made with Complainant.
01/10/2025 to 01/30/2025 Grange Insurance did not have ***** ******'s contact information or full name. There was no police report and we made several attempts to contact our
insured, Ms. ******* during this time. Complainant notes that he left several
voice mails, however handling adjuster and I have not received any.
01/27/2025 to 01/30/2025 On receiving the BBB complaint we were able to locate the claim and update ***** ******'s full contact information. We were able to make initial contact
with both our insured Ms. ******* and third party ***** ******.
We have accepted liability and are in the process of handling ***** ******'s vehicle.
LTR CLM-0039 Page 1 of 2
Please feel free to call me with any questions at the number listed below.
Sincerely,
****** *********
Claims Manager
Phone: ###-###-####
Fax: ###-###-####
Email: ******************************
Initial Complaint
Date:12/02/2024
Type: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 no policy number to give as ALL my policies including home and auto were cancelled at the same time through my agent effective the end of October 2023 due to unprofessional behavior on the part of Grange. You are aware of this as Grange called afterwards to inquire as to why. I have had a different insurance carrier for both home and auto since that time
Regards,
***** *****Business Response
Date: 12/03/2024
*********
*** ** ******* ***** ****
********* *** ********
Since there is no policy number given, I can only assume
this is regarding the homeowner policy. The policy cancelled for non-payment of
premium with earned premium of $151.43 due. The insured was sent 3 earned
premium notices before being sent to collection. If this should be cancelled
for insured’s request, the customer would need to contact the agency they wrote
the policy with. I can see there was also an auto policy which was cancelled per
the insured’s request.Business Response
Date: 12/03/2024
*************
Based on this additional information, it was determined that cancellation requests were submitted last year for both Mr. ******* automobile and homeowner’s insurance policies with our company. However, it appears due to an inadvertent error, only the automobile policy was cancelled at that time. We have processed the cancellation for the homeowner’s policy effective 10/29/2023 as originally requested which will remove the earned premium balance from the account.
We sincerely apologize to Mr. ***** for the error. Should you have additional questions, please do not hesitate to contact me.
Sincerely,
******** *******
Senior Compliance Analyst
###-###-####
Customer Answer
Date: 12/03/2024
I accept the business's response to resolve this complaint.
Regards,
***** *****Initial Complaint
Date:11/15/2024
Type: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.
11.26.24 **** ******** called BBB stating the matter is resolved. OEM parts have been placed in his vehicle. ter panel. They have all the estimates. Thank you for your timeBusiness Response
Date: 11/22/2024
Thank you for allowing Grange Indemnity Insurance Company the opportunity to respond to **** ********'s inquiry. Grange Indemnity Insurance Company provides a Personal Auto policy for ********* *******
Mr. ******** has requested Grange pay for new OEM parts on his vehicle, a comparably sized rental vehicle, and to pay to replace the clear wrap that needs to be replaced on his vehicle.
Grange has authorized a rental that is large enough to accommodate his needs when transferring his mother along with her walker and wheelchair to her medical appointments. A comparably sized rental is not owed to Mr. ********. Grange will also pay for the clear wrap to be installed on the damaged panels that were repaired or replaced due to this loss. Lastly, Grange does not owe Mr. ******** for new OEM parts so we respectfully declined his request to include only those parts on the repair estimate. We advised Mr. ******** to discuss with his own insurance company as he might have an endorsement that provides for new OEM parts on his vehicle which is 2 model years old. He also has the option of paying the difference between the aftermarket and OEM part prices if he wants the new OEM parts installed on his vehicle.
Please feel free to call me with any questions at the number listed below
Sincerely,
**** *****
Claims Manager
Phone: ###-###-####
Fax: ###-###-####
Email: **************************
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