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Business Profile

Insurance Agency

Ford Insurance Agency
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Ford Insurance Agency's headquarters and its corporate-owned locations. To view all corporate locations, see

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Ford Insurance Agency has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/24/2022

      Type:Product Issues
      Status:
      Resolved
      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 Ford Insurance Agency debited my checking account for $537.40 on Oct. 18th, 2022. I owed them nothing. When I called I was told it was a 'glitch' in the system and no one was at fault (including them) and the money would be put back. They did not follow through and it caused us a lot of money in nsf checks, etc. They will not return my calls. This has caused a great emotional and financial problem for us. I am 80 years old and my wife is 77. I took out a loan today to cover these checks and fees.

      Business Response

      Date: 11/03/2022

      In response to the complaint, ******************** account was debited for the wrong amount by one of our insurance companies that had a glitch in their billing system.  Instead of taking out the down payment they withdrew the entire policy premium.  The minute we were alerted by **************** we contacted the insurance company for a refund.  Even though they took full responsibility for the situation it still took them four days to refund his money.  I asked the company to allow me to reimburse **************** immediately and then the company could reimburse me but the company refused.  This was bad business all the way around and I understand ******************** frustration.  We were frustrated as well but our hands were tied.  We did write a letter to ******************** bank stating the situation and the bank waived all his NSF fees.  We tried to stay in contact with **************** but during his frustration he asked that we speak to his ***** directly, which we did.  I apologize for all the mix up, I apologize if **************** was not satisfied with our customer service.  This is not typical of our agency or the insurance companies we represent.

       

      Customer Answer

      Date: 11/03/2022


      Complaint: ********

      I am rejecting this response because:  This 'error' went way beyond their statement and I had to open a bank loan to cover my charges, etc.  The local agency seemed very unconcerned with the delay in settling this dispute.

      Sincerely,

      ***************************

      Business Response

      Date: 11/14/2022

      I am sorry **************** feels we were unconcerned.  His agent was very concerned and was in constant contact with the insurance company.  She was begging them to hurry and get the refund back to ****************.   I am very upset with the insurance company for not taking this more seriously and for the length of time it took for them to reimburse him.  I have filed a complaint with the insurance company.  ******************** bank assured me there were no fees charged.  I was not aware of the bank loan.  I would be happy to reimburse **************** for any fees and or interest associated with a loan that was a result of this glitch. He is not the only person this happened to, he was the only client in my agency but this was a state wide glitch in their system.  I totally understand his frustration, we are frustrated with the situation as well.  This was an incident that we had no control over.  I apologize ****************.

      Customer Answer

      Date: 11/15/2022

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***************************

    Ford Insurance Agency is BBB Accredited.

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