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:07/27/2023

  Type:Product 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.

  We cancelled our auto and homeowner's policy on June 20 because our rates went up by 50% and no one could tell us why, after 20 years of loyalty to Erie. We still have not received our refund of $566. A check was mailed on July 2 and we were told two weeks later it was lost in the mail so we requested another check. Two weeks later, a check arrived, we cashed it, and now we have a returned check fee of $15. Is Erie just planning to keep our money? It's been over a month now so we are due interest on that money. Phone calls to this office and the main Erie headquarters have gotten us nothing but more excuses.

  Business Response

  Date: 08/18/2023

  [BBB Transcription via Email]

  Agent *** spoke to clients in June 2023 about Erie rate increasing significantly on their auto policy.  Agent checked other carriers but those rates were high as well.  Insured's went with different insurance for auto and home as of 6/20/23.  Agent cancelled both the home and auto Erie policies effective 6/20/23.  Erie Insurance then issued a return premium check for $566 on 7/2/23 for the home as auto was cancelled flat.  As of 7/21/23 insured had not received the check so they called Erie Insurance directly to ask that Erie void the original check and issue a new one, which Erie did.  Insured must have received the voided check shortly after talking to Erie and tried to cash the check but since it was voided the check was returned.  Based on the Erie system insured received the replacement check and it was cashed on 8/1/23.  We spoke to Erie and since insured had directly requested the first check to be voided they will not pay the return check fee.  We as an agency did as we were asked back in June to cancel the policies and have had no contact with insured until 7/27/23 when we received an email from insured stating their grievance and we responded back via email with what Erie told us and have not heard from insured since then.
  
  Thank you

  Customer Answer

  Date: 08/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Mouch Insurance is not being truthful, as usual. We called to inquire about the check on July 13, not July 21. It showed up on Informed Delivery on July 10 but was never received. We spoke with our postal carrier and our postmaster and were told the check was lost. On July 21 we received a check in the mail which we assumed was the new check because it had been over a week since the new check was sent out. 
  
  Mouch and *** need to get their story straight. The woman who works in their office is not very intelligent which is obvious by the lame answers and excuses she gave us. *** is not truthful about anything. This is the way they treat longtime loyal customers of 20 years. 
  
  The only reason we switched to Erie 20 years ago was because we were trying to help a "friend" who attended our church. *** ******** was an agent at the time and we got our policies from him. We should have known better than to trust a friend, especially one we met at church. Those are the worst type of friends!
  
  Our niece is an insurance agency and wanted us to switch years ago but we decided to stay loyal to Erie. After Erie *****ed us over by raising our rates by 50%, we switched.
  
  Isn't there a law about scamming the elderly (we are both 66). We'll be checking into that! 
  
  We've also telling everyone we know about Erie and ***, the worst insurance agent in America. Facebook, Twitter, and other platforms are great for leaving reviews about bad businesses and scammers like Mouch. 
  
  
  Sincerely,
  
  
  
  ****** And ******* *****

  Business Response

  Date: 08/28/2023

  [BBB Transcription via Email]

  We spoke to Erie on Friday 8/25/23 and they told us that ******* called them directly on 7/12/23 at 1:06pm to have the check canceled and reissued.  It took Erie a few days to process the request and the replacement check was sent out on 7/24/23 which is the check insured cashed on 8/1/23.
  
  We as the agency do not show that we have spoken to either insured since 6/23/23 when we canceled their auto and homes policies effective 6/20/23 per their request.  The last correspondence we have after that was on 7/27/23 when we got the complaint.
  
  Thanks,
  *****