Complaints

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• Initial Complaint

  Date:12/08/2023

  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.

  Purchased insurance and was told the **st would be $156 payment to start policy. Gave **mpany permission to charge that amount to his ac**unt. Company charged $356.00 instead. Consumer called to cancel the policy and ** stated that **nsumer will only get $329.00 back. Consumer has not received anything back on his ac**unt. Wants full refund of $359.99. Company was rude and called the **nsumer an a******

  Business Response

  Date: 12/19/2023

  Regarding the complaint by ******************* dated December 11,2023
  **************** came in to my office on December 6th,2023 at 12:45 pm requesting a quote for car insurance. My staff asking him for information that we require for a quote, Name, DOB, driver license number,address, payment preference, and prior insurance information. I was given the quote information and tried to quote him with Farmers Insurance (Farmers requires 6 months of continuous insurance). Our system could not verify he had previous insurance, I proceeded to ask **************** if he had auto insurance currently, he replied no and then admitted to my staff he lied to get a better rate not knowing that we would verify previous insurance. From this point, I quoted **************** with Bristol West, a high-risk company. Our quote sheet shows the payment options, 1-pay (lowest rate) and monthly payment with bank draft,credit card or debit card. Each payment method has a different billing fee. *************** revised his choice of coverage several times and each time a new quote was provided. After deciding on the coverage he wanted and choosing the 1 payment option, he decided he only wanted to pay half of the 1-pay premium,which 2 pay is not an option. I explained that this would change the total due and he proceeded to argue that he was only paying what the 1-pay option amount was but wanted to make multiple payments.  On December 6th, 2023, **************** insisted to make a half payment of $354.00 (The total paid was $354.00). I processed the payment. Our system generated a receipt for the down payment required to issue the policy. The next receipt was in the process of generating a receipt. While that receipt was processing, **************** proceeded to sign the application as I explained the coverages, fees and the next billing date and he left. **************** left our office at 1:30 pm. By our notes at 4:34 pm on December 6th, *************** call our office and wanted to cancel his insurance. We require a written cancellation request from the insured to cancel the policy. I received, on December 7th, 2023 an email request from **************** to cancel the auto insurance on December 6th, 2023. I proceeded to cancel his auto insurance on December 6th and emailed him the cancellation was processes and any refund less cancellation fees will be returned to the debit card he paid with.
  **************** called my office and requested that I pay him in cash. I explained that we do not refund premiums out of my office and that, the refund will be processed in 3 to 5 business days by Bristol West going back to his debit card.  A short time later he called again and spoke to my staff and asked again for the cash refund. My staff explain the process again. Then **************** called again on December 8th,leaving a very rude voice mail. I returned the call and explained the refund and fees again and if he wanted to talk to Bristol West directly, he could call them directly, which he did.
  This is Bristol West Call log notes
  12/08/2023         SRM       SR#******** Spoke with insured ************************* stated he cancelled his policy and the agent will not send back his refund,advised policy cancelled 12/06/2023 seeing a refund was issued 12/08 but refunds usually take about 10 calendar days, stated he wanted to speak with my superior to complain about the agent who wrote his policy placed on hold customer hung up. Entered By: ************************* @ 12/08/2023 03:12:03 PM
  12/08/2023         SYSTEM Refund submitted to payment
  12/08/2023         SYSTEM Refund successfully processed by Payment
  12/07/2023         SYSTEM Fee Assessed, Type: Cancel *Fee Amount: $25.00
  12/06/2023         SYSTEM Fee Assessed, Type: Paper Doc Fee *Fee Amount:$4.00
  In my 23 years as a Farmers Insurance agent, I have never had a complaint. **************** from the start was not truthful to us. We attempted to accommodate all his request on changing coverages that was quoted and explained numerous times if he didnt pay the full premium as he initially requested the rate would change. When he left here, with his proof of insurance and the policy documents there were no unresolved issues. Any cancellation fees, billing fees and premiums collected are done by Bristol West and not by my office. We do not take cash payment for Bristol West. ******* West, their system shows a refund for $329 going back to **************** ($354-$25 policy cancellation fee) If you need additional information from Bristol West you may call ************** and reference policy # G01-3822540 00.
  
  Regards,
  ***************