Complaints

This profile includes complaints for Personal Service Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Personal Service Insurance Company

  1400 Union Meeting Rd Ste 250 Blue Bell, PA 19422-1952

• 

  Personal Service Insurance Company

  633 W Germantown Pike Plymouth Meeting, PA 19462-1032

• 

  Personal Service Insurance Company

  PO Box 3001 Plymouth Meeting, PA 19462-3001

• 

  Personal Service Insurance Company

  1000 River Rd Ste 300 Suite 300 Conshohocken, PA 19428-2440

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:12/21/2023

  Type:Service or Repair 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.

  On 10/15/2023 I was involved in an auto accident and the other driver who was clearly at fault, was insured by this insurance company. I filed the claim through my insurance company, **** Insurance, to handle the claim with this company, Personal Service Insurance Company. My insurance company has been trying to get in touch with this company since then, with a valid police report as well. My insurance company has been unable to reach this insurance company to get the claim reimbursed. I have been out of my $1,000 deductible for over 2 months now due to this insurance companys negligence to respond and take action.

  Business Response

  Date: 01/03/2024

  January 3, 2024

  Dear *** *******: 
  

  We are in receipt of your request in regards to the above-listed complaint dated December 22, 2023. *** ***** stated that his 
  insurance carrier, **** Insurance, has been attempting to contact our claims department to seek reimbursement for his claim. 
  

  On December 26, 2023, we contacted his adjuster and left a voicemail to contact our office in regards to *** *****. 

  As of today, we have not received any information regarding the claim from ****. The claim information can be submitted by email to 
  [email protected] or by fax to ************.  
  

  We regret that the service experience received was less than adequate.  It is the company’s expectation that we provide satisfactory 
  service to our customers in all situations.  We apologize for any miscommunication and frustration that may have been experienced.  
  

  Thank you for the opportunity to respond to the concerns addressed by *** *****. 
  

  Sincerely,

  AVP, Chief Compliance Officer
  on behalf of Personal Service Insurance Company 

• Initial Complaint

  Date:10/04/2023

  Type:Customer Service 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 t-boned by one of their lovely customers, the person driving ran and left his car in the street. I have been calling all the phone numbers on their website to get a claim started so I can have my car repaired and not one phone number online works they all say out of service!! How can this insurance company be real?! They have such bad reviews saying they are scammers, I’d like my car fixed as I wasn’t at any fault. This man literally floored it into the side of my vehicle while I was driving along in my own lane!! He begged me not to call the cops then ran! Now I’m out my vehicle because this place insures these types of people then can’t even answer any of their phone calls!!! 

  Business Response

  Date: 10/13/2023

  October 13, 2023

  Dear *** *******:
  We are in receipt of your request in regards to the above-listed complaint dated October 6, 2023. *** ****** stated he contacted all the phone numbers on our website for reporting a claim. We did contact *** ****** and left a message with a call back number to report the claim.

  We regret that the service experience received was less than adequate. It is the company’s expectation that we provide satisfactory service to our customers in all situations. We apologize for any miscommunication and frustration that may have been experienced.

  Thank you for the opportunity to respond to the concerns addressed by *** ******.
  

  Sincerely,
  ***** ******
  AVP, Chief Compliance Officer
  on behalf of Personal Service Insurance Company

• Initial Complaint

  Date:09/26/2023

  Type:Customer Service Issues
  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 am writing to file a formal complaint against Good2go Auto Insurance regarding ongoing payment issues and difficulties in reaching their customer service department. I have been a loyal customer with Good2go for several years, but my recent experiences have been extremely frustrating and inconvenient. For the past 5-6 months, since Good2go switched their payment systems, I have encountered consistent problems when attempting to make online payments. Whenever I try to process a payment, the system displays an "invalid" error message, preventing me from completing the transaction. This has caused unnecessary stress and anxiety, as I strive to maintain my account in good standing. Additionally, getting in touch with a customer service representative has proven to be an arduous task. The phone number provided on a Notice of Cancellation, which should be a critical point of contact, is also invalid. On the rare occasions when I have been able to reach out, I have encountered extended wait times and, in one instance, a callback that arrived hours after my requested time slot, making it impossible for me to respond due to work commitments. I have been proactive in trying to make payments ahead of time to avoid these issues, but my efforts have been thwarted due to these ongoing system and customer service problems. As someone who values prompt and reliable service, this situation is far from satisfactory and has become a significant inconvenience. I kindly request that the BBB investigate this matter and urge Good2go Auto Insurance to address these issues promptly. I believe that no customer should have to endure such difficulties when attempting to make payments or seeking assistance with their insurance policy. Thank you for your attention to this matter. I look forward to a resolution that ensures a smoother and more reliable experience as a Good2go Auto Insurance customer.

  Business Response

  Date: 10/11/2023

  October 3, 2023

  Dear *** *******:
  We are in receipt of your request in regards to the above-listed complaint dated September 26, 2023. *** ***** expressed concerns on the contacting the Company for submitting a payment. Our records show that *** ***** was able to make a payment with a representative on September 26, 2023, and the representative did waive the late fee. We do allow payments through our automated phone system at 1-************. We are reviewing the issues she has reported to improve her experience going forward. If she continues to have issues with the pay online, we ask that she contact customer service at 1-************ with the error message or any other issues.
  We regret that the service experience received was less than adequate. It is the company’s expectation that we provide satisfactory service to our customers in all situations. We apologize for any miscommunication and frustration that may have been experienced.
  

  Thank you for the opportunity to respond to the concerns addressed by *** *****.
  Sincerely,
   
  AVP, Chief Compliance Officer
  on behalf of Personal Service Insurance Company

  Customer Answer

  Date: 10/11/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:09/08/2023

  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.

  I had Good2Go insurance beginning on 9/2/2022. My original policy stated that my monthly bill would be $350. It was only that rate for the first 3 months. After that the rate increased every month. (Without notice or explanation) As you can see from the information below the last payment was in the amount of $549, made on August 25, 2023. My payment was never late, it never bounced and I was owed a refund after I canceled the policy on August 30, 2023. I canceled the policy because the rate was too high. After canceling they sent me a notice stating they used the money to pay off old insurance policies. Dating back as far as 2010. I am requesting the FULL amount of my refund which should be $596.15. That was never stated in any policy, nor did the customer service representative make us aware during the cancellation. Please let me know if this can be reversed and the full amount of my refund given back as requested. See payment schedule and amounts deducted from my refund below: Adjustment O - Cash trans $23.38 to **** ($23.38) Adjustment O - Cash trans $48.18 to 4420 ($48.18) Adjustment O - Cash trans $83.82 to **** ($83.82) Adjustment O - Cash trans $67.43 to **** ($67.43) Adjustment O - Cash trans $168.11 to *** ($168.11) Adjustment O - Cash trans $8.91 to ***** ($8.91) Payment EFT 08/25/2023 $549.92 Payment EFT 07/26/2023 $470.00 Payment EFT 06/26/2023 $470.00 Payment EFT 05/26/2023 $470.00 Payment EFT 04/26/2023 $470.00 Payment EFT 03/24/2023 $471.00 Payment EFT 02/24/2023 $485.02 Payment EFT 01/26/2023 $544.57 Payment EFT 12/23/2022 $349.00 Payment EFT 11/24/2022 $350.00 Payment EFT 10/26/2022 $350.00 Payment EFT 09/26/2022 $350.00 Payment Credit Card 09/02/2022 $352.00

  Business Response

  Date: 10/02/2023

  October 2, 2023

  Dear *** *******:
  We are in receipt of your request in regards to the above-listed complaint dated September 14, 2023. *** *************** expressed concerns on the regarding not receiving a refund. The policy was cancelled Insured’s Request effective August 30, 2023 and money was transferred to policies that had an outstanding balance. While these balances are older, the Company does maintain its right to offset previously owed monies. Below is the policy activity.
  *******
  Renewal
  3/2/2023 – 9/2/2023 cancelled 8/30/2023

  1/29/2023 Renewal offer $2804.00 premium, $14.02 NJ PLIGA Fee.
  2/24/2023 $485.02 EFT payment, applied $468.00 premium, $14.02 NJ PLIGA Fee, $3.00 EFT Fee.
  3/20/2023 Endorse policy to add paperless/email. No premium impact.
  3/24/2023 $471.00 EFT payment, applied $468.00 premium, $3.00 EFT Fee.
  4/26/2023 $470.00 EFT payment, applied $467.00 premium, $3.00 EFT Fee.
  5/26/2023 $470.00 EFT payment, applied $467.00 premium, $3.00 EFT Fee.
  6/26/2023 $470.00 EFT payment, applied $467.00 premium, $3.00 EFT Fee.
  7/26/2023 $470.00 EFT payment, applied $467.00 premium, $3.00 EFT Fee.
  7/30/2023 Renewal offer $3183.00 premium, $15.92 NJ PLIGA (9/2/2023 – 3/2/2024) term.
  8/25/2023 $549.92 EFT payment, applied $531.00 premium, $3.00 EFT Fee.
  8/30/2023 Policy cancelled Insured’s Request.
  8/31/2023 $596.15 refund pending.
  9/5/2023 $8.91 transferred to *******, cancelled 7/2/2010.
  9/5/2023 $168.11 transferred to *******, cancelled 5/1/2011.
  9/5/2023 $0.00 balance due on *******, cancelled 12/10/2011.
  9/5/2023 $67.43 transferred to *******, cancelled 4/19/2012.
  9/5/2023 $0.00 balance due on *******, cancelled 1/4/2013.
  9/5/2023 $48.18 transferred to *******, cancelled 12/5/2013.
  9/5/2023 $23.38 transferred to *******, cancelled 6/27/2014.
  9/5/2023 $83.82 transferred to *******, cancelled 5/7/2015.
  9/8/2023 $196.32 refund pending.

  We regret that the service experience received was less than adequate. It is the company’s expectation that we provide satisfactory service to our customers in all situations. We apologize for any miscommunication and frustration that may have been experienced.
  

  Thank you for the opportunity to respond to the concerns addressed by *** ***************.
  

  Sincerely,
   
  AVP, Chief Compliance Officer
  on behalf of Personal Service Insurance Company

• Initial Complaint

  Date:08/01/2023

  Type:Service or Repair 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.

  On 4/20/23 , one of their insured drivers rear ended my vehicle . Case number : ********** Policy number of insurer is : ******* Police report found him to be at fault due to inattentive driving. I have been doing my part by calling personal service insurance company for weeks and to avail , not one call has been answered . I need an adjuster to come look at my vehicle and pay for the damages

  Business Response

  Date: 08/10/2023

  August 10, 2023
  Dear *** *******:
  This is in response to the above referenced complaint which was received in our office on August 1, 2023.
  In the complaint, *** ***** expressed concerns with the service and delays which he experienced in regards to the above referenced claim. We strive to keep our customers satisfied and apologize that *** ***** found our service unsatisfactory.
  On April 21, 2023, *** ****** contacted our company and reported that on April 20, 2023 he struck another vehicle in the rear while it was stopped at a stop sign. At the time **. ****** reported the claim, no information was provided as to who owned or was driving the other vehicle.
  On April 24, 2023, the adjuster ordered a copy of the police report to assist with the investigation and with obtaining the identity of the other party.
  On May 21, 2023, the adjuster received notice that the police report was still unavailable and attempts would be continued to locate it.

  On August 3, 2023, upon receipt of this complaint, the adjuster contacted *** ***** at the number he provided in the complaint and left a message for a return call.
  On August 8, 2023, the adjuster attempted to contact *** ***** and left another message requesting a return call.
  Once the adjuster is able to speak with *** *****, the adjuster will be able to obtain additional information so that the vehicle *** ***** was driving can be inspected and any accident related damage can be handled accordingly.
  

  Sincerely,
  

  On behalf of Personal Service Insurance, a Good2Go Auto Insurance Company
  Claims Compliance Manager

• Initial Complaint

  Date:08/01/2023

  Type:Product Issues
  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.

  My policy number for my car ina is *******. I made my payment junec3 2923 and canceled it on June 14. The representative informed me that they were going to refund me the whole amount of $114.00. I can get in touch with anyone at the agency. They keep me waiting for more than 35 minutes. I haventvrecieved the refund yet.

  Business Response

  Date: 08/11/2023

  August 11, 2023

  Dear *** *******:
  

  We are in receipt of your request in regards to the above-listed complaint dated August 1, 2023. *** ********* expressed concerns on the regarding her not receiving the refund.
  

  Our records show that the refund was mailed on July 6, 2023. We have researched the refund check and found that the check was cashed on August 8, 2023.
  

  We regret that the service experience received was less than adequate. It is the company’s expectation that we provide satisfactory service to our customers in all situations. We apologize for any miscommunication and frustration that may have been experienced.
  

  Thank you for the opportunity to respond to the concerns addressed by *** *********
  

  Sincerely,
  ***** ******
  Asst. Product Manager
  on behalf of Personal Service Insurance Company

  Customer Answer

  Date: 08/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:06/05/2023

  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.

  I canceled insurance they daid they mailed check out on may 16 . They told me it would take 14 days . I waited those 14 days never recieved the check so i called good2go. I spoke with ****** she said check was never mailed out . I asked why is that she told me she dont know . I asked to speak with manger or supervisor she told me there are no supervisor or mangers. She gave me a email to contact [email protected]. no one replied back to me. So i called today again jun5 and ****** answered again and told me the very same thing there nothing she can do she told me there noone i can talk to thats above her. I been waiting patiently for my money it $$ 581.00 . I was supposed to have it already its been 25 days and they still havent mailed it to me . This is unfair injust im suffering from.a financial hardship i need my money back and they need different employees

  Business Response

  Date: 06/09/2023

  June 9, 2023  
  Dear *** *******:  
  We are in receipt of your request in regards to the above-listed complaint dated June 5, 2023. *** *** expressed concerns on the  refund not mailed to her within the 14 days as stated by the customer service representative.   
  Upon receipt of the complaint, we reviewed and processed refund transactions to total $581.00 to *** *** credit card that was used  for the payments on June 7, 2023. We apologize for the confusion caused by the representative when she advised *** *** that the  check was in the mail as the policy did show a refund due but that no check showed generated nor mailed at that time.   
  We regret that the service experience received was less than adequate.  It is the company’s expectation that we provide satisfactory  service to our customers in all situations.  We apologize for any miscommunication and frustration that may have been experienced.   
  Thank you for the opportunity to respond to the concerns addressed by *** ***. 
     
  Sincerely, 
  ***** ****** 
  Asst.  Product Manager 
  on behalf of Personal Service Insurance Company 
  
  

• Initial Complaint

  Date:05/10/2023

  Type:Service or Repair 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.

  On April 25 I called my agent ************************* he advised me to call the claims department at good 2 go. I spoke to a woman she gave my claims # ****-***** and stated I’d hear something in 48 hours after I didn’t hear anything I reached out to the claims department with no answer , i than contact *** and he sent me a copy of an email he had sent to ([email protected]) *** later advise me there was on liability coverage on my vehicle & not full coverage. I’ve been making payments on this vehicle 2015 Chrysler 300s and it’s always been full coverage . *** stated to good 2 go saying when my policy was reinstated inadvertently the full coverage was left off and he ask the insurance company to add the coverage back on . I then sent an email asking for an ups date on May 8,2023 . On the May  8 at 11:13am , ***** called to state that my car was registered under my sons name however the policy is in my name and the car was a co sign deal but the car is mine I’m the buyer. I’ve then sent an email to ***** and  [email protected]. And policyservice@ good2go.com on May 9, 2023 and have yet to get a response from anyone. Attached is the email I sent to all parties involved to get some clarification resolution and answers. I've been paying for full coverage for this car for roughly 2 years . In march of 2023 when an error was made. *** stated he had to reinstate the policy because insurance lapsed for not even a week. I've paid thousands of dollars in car insurance payments , Not to mention a few times the insurance was cancelled for a week  and I would have to give you the same vin # but never once did you mention the car registration issue. But now when I need the coverage I find out the car will not be covered for the damages 

  Business Response

  Date: 05/26/2023

  May 26, 2023  
  Dear *** *******: 
  We are in receipt of your request in regards to the above-listed complaint dated May 15, 2023. The complaint was received under  the name of Good2Go Insurance, Inc., the agency did not have any interaction with *** ******* and the complaint should be moved  to Personal Service Insurance Company as the underwriting company / carrier who issued *** ******* policy. *** ******* expressed  concerns on the policy not having full coverage on the vehicle involved in the loss dated April 22, 2023.  
  On May 9, 2023, *** ******* has filed a complaint with the State of New Jersey Department of Banking and Insurance. Our Company  will submit a formal response with documentation to the State. However, for the BBB, the Company maintains that the policy was issued based on the signed application received from *** ******* and the agency. Declaration pages were sent to *** ******* showing  the coverages and vehicles. Based on this, the Company will not be extending coverage for the claim. Below is the policy activity. 
  8745260, Standard Policy. 
  9/17/2022 – 3/17/2023 
  9/17/2022 Policy issued $3726.00 premium, $755.00 down payment by credit card. Applied $727.64 premium, $22.36 NJ  PLIGA fee, $5.00 credit card fee. 
  9/23/2022 Mailed invoice for $606.00 due 10/7/2022. 
  10/11/2022 Mailed intent to cancel for nonpayment effective 10/29/2022 for $606.00. 
  10/28/2022 Payment $611.00 received by credit card, applied $600.00 premium, $6.00 service fee, $5.00 credit card fee. 10/29/2022 Mailed invoice $606.00 due 11/7/2022. 
  11/8/2022 Mailed intent to cancel for nonpayment effective 11/26/2022 for $616.00, includes $10.00 late fee. 11/26/2022 Payment $621.00 received by credit card, applied $600.00 premium, $6.00 service fee, $10.00 late fee, $5.00  credit card fee. 
  11/27/2022 Mailed invoice $606.00 due 12/7/2022. 
  12/8/2022 Mailed intent to cancel for nonpayment effective 12/26/2022 for $616.00, includes $10.00 late fee. 12/28/2022 Payment $621.00 received by credit card, applied $600.00 premium, $6.00 service fee, $10.00 late fee, $5.00  credit card fee. 
  12/29/2022 Mailed invoice $606.00 due 1/7/2023. 
  1/9/2023 Mailed intent to cancel for nonpayment effective 1/27/2023 for $616.00, includes $10.00 late fee. 1/27/2023 Policy canceled.
  3/17/2023 – 9/17/2023 
  3/14/2023 Payment $827.66 by credit card, applied to 9/17/2022 – 3/17/2023 term $137.48 premium, $0.26 NJ PLIGA fee,  $15.00 reinstatement fee, $6.00 service fee, $7.66 late fee, $5.00 credit card fee; applied to 3/17/2023 – 9/17/2023 term $635.74 premium, $20.52 NJ PLIGA fee. Endorsed policy effective 3/15/2023 2003 Acura deleted,  credit -$803.00. 
  3/15/2023 Policy reinstated with lapse effective 3/15/2023 – 3/17/2023; policy renewed 3/17/2023 – 9/17/2023.  3/23/2023 Mailed invoice $539.00 due 4/6/2023. 
  4/7/2023 Mailed intent to cancel for nonpayment effective 4/25/2023 for $539.00. 
  4/23/2023 Payment $544.00 by credit card, applied $533.00 premium, $6.00 service fee, $5.00 credit card fee. 4/24/2023 Mailed invoice $538.00 due 5/6/2023. 
  5/8/2023 Mailed intent to cancel for nonpayment effective 5/26/2023 for $548.00, includes $10.00 late fee. This is in regards to the claims portion of *** *******’ complaint. 
  On April 24, 2023, *** ******* contacted our company and reported that on April 22, 2023, she was driving her 2015 ******** ****  during heavy rain and hydroplaned and struck a concrete barrier. *** ******* stated that she contacted the police, but they did not  respond. In addition, *** ******* advised that her vehicle was towed from the scene, as it was not drivable. 
  On April 25, 2023, the adjuster contacted *** ******* who confirmed the details of the accident and advised there was no damage  caused to the concrete carrier. On that same day, the adjuster also sent *** ******* a letter advising her that she did not carry  collision or comprehensive coverage on her vehicle. 
  Thank you for the opportunity to respond to the concerns addressed by *** *******. 
  

  Sincerely, 
  ***** ****** 
  Asst. Product Manager 
  on behalf of Personal Service Insurance Company

• Initial Complaint

  Date:02/21/2023

  Type:Billing Issues
  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 noticed my remaining balance on my policy went up after just check 3 days prior. That caused me to do a deep dive, and I learned that my entire payment wasn’t going towards my balance. I gathered all my bills from the company and the money orders used, and calculated the total amount of money I paid towards the policy so far. And the balance for the entire year and notice the amount I SHOULD have left is way less the balance the company is saying I owe. After looking over my documents I noticed for example if I paid $95 for a payment only $90 was going towards my remaining balance. It had been like that for months. This company keeps increasing my remaining balance when it should be going down. The customer support agents keep giving me the run around and/or ignoring my emails.

  Business Response

  Date: 03/09/2023

  March 9, 2023 
  Dear *** *******: 
  We are in receipt of your request in regards to the above-listed complaint dated March 1, 2023. *** ****** commented in the  complaint regarding her concerns that the entire payment is not going to the balance and that the balance owed should be less than  what is showing. We would like to advise that the policy does have a monthly service fee of $6.00 that is not part of the total policy  balance. In addition, the Company does charge a credit card fee of $5.00 when a payment is made by credit card. Below is the policy  activity. 
  8641472 
  9/14/2022 – 9/14/2023 
  Basic Policy - Renewal 
  8/13/2022 Renewal policy offer issued, $1052.00 premium, $6.31 NJ PLIGA fee, $6.00 service fee totaling $1064.31. $99.50  due 9/9/2022. 
  8/31/2022 $100.00 payment via money order; applied $87.69 premium, $6.31 NJ PLIGA fee, $6.00 service fee, $0.81 credit  from 9/14/2021 – 9/14/2022 policy term applied to premium. 
  9/20/2022 Mailed invoice $94.00 due 10/4/2022 
  10/3/2022 $100.00 payment via credit card; applied $89.00 premium, $6.00 service fee, $5.00 credit card fee. 10/21/2022 Mailed invoice $94.00 due 11/4/2022. 
  11/7/2022 Mailed intent to cancel for nonpayment effective 11/25/2022 for $94.00, no late fee charged. 11/9/2022 $100.00 payment via money order; applied $94.00 premium, $6.00 service fee. 
  11/20/2022 Mailed invoice $93.00 due 12/4/2022. 
  12/5/2022 Mailed intent to cancel for nonpayment effective 12/23/2022 for $103.00, includes $10.00 late fee. 12/6/2022 $95.00 payment via money order; applied $89.00 premium, $6.00 service fee, waived $10.00 late fee due to  postmark date of 11/29/2022. 
  12/21/2022 Mailed invoice $93.00 due 1/4/2023. 
  12/30/2022 $95.00 payment via money order; applied $89.00 premium, $6.00 service fee. 
  1/21/2023 Mailed invoice $93.00 due 2/4/2023. 
  2/6/2023 Mailed intent to cancel for nonpayment effective 2/24/2023 for $103.00, includes $10.00 late fee. 2/6/2023 $93.00 payment via money order; applied $87.00 premium, $6.00 service fee, waived $10.00 late fee due to  postmark date of 1/29/2023. 
  2/18/2023 Mailed invoice $92.00 due 3/4/2023. 
  3/2/2023 $92.00 payment via money order; applied $86.00 premium, $6.00 service fee.
  ****** * ****** Policy  ******* 
  Billing Transaction Ledger 
  
  Date  Posted 
  Trans  
  Effective 
  Trans  
  Type Transaction Description 
  Private Passenger Auto Insurance 09/14/2022  
  Billing  
  Amounts 
  Billing  Balance 
  
  8/10/2022 9/14/2022 PREM RENEW 
  - 09/14/2023 1,052.00 1,052.00 
  
  8/10/2022 9/14/2022 PLIG TAX NJ PLIGA Assessment 6.31 1,058.31 8/13/2022 9/14/2022 SF FEE Service Fee 6.00 1,064.31 8/31/2022 9/14/2022 PREM PAYMENT Credit Prior Term 9/14/2021 - 9/14/2022 -0.81 1,063.50 8/31/2022 9/14/2022 PLIG PAYMENT Money Order *********** - Thank You -6.31 1,057.19 8/31/2022 9/14/2022 SF PAYMENT Money Order *********** - Thank You -6.00 1,051.19 8/31/2022 9/14/2022 PREM PAYMENT Money Order *********** - Thank You -87.69 963.50 PAYMENT IMPACT -100.00 
  9/20/2022 9/14/2022 SF FEE Service Fee 6.00 969.50 10/3/2022 9/14/2022 CCTF FEE Credit Card Transaction Fee 5.00 974.50 10/3/2022 9/14/2022 CCTF PAYMENT Credit Card - Thank You -5.00 969.50 10/3/2022 9/14/2022 SF PAYMENT Credit Card - Thank You -6.00 963.50 10/3/2022 9/14/2022 PREM PAYMENT Credit Card - Thank You -89.00 874.50 PAYMENT IMPACT -100.00 
  10/21/2022 9/14/2022 SF FEE Service Fee 6.00 880.50 11/9/2022 9/14/2022 SF PAYMENT Money Order ************ - Thank You -6.00 874.50 11/9/2022 9/14/2022 PREM PAYMENT Money Order ************ - Thank You -94.00 780.50 PAYMENT IMPACT -100.00 
  11/20/2022 9/14/2022 SF FEE Service Fee 6.00 786.50 12/5/2022 9/14/2022 LF FEE Late Fee 10.00 796.50 12/6/2022 9/14/2022 LF FEE Credit for Late Fee - Waived -10.00 786.50 12/6/2022 9/14/2022 SF PAYMENT Money Order ************ - Thank You -6.00 780.50 12/6/2022 9/14/2022 PREM PAYMENT Money Order ************ - Thank You -89.00 691.50 PAYMENT IMPACT -95.00 
  12/21/2022 9/14/2022 SF FEE Service Fee 6.00 697.50 12/30/2022 9/14/2022 SF PAYMENT Money Order ************ - Thank You -6.00 691.50 12/30/2022 9/14/2022 PREM PAYMENT Money Order ************ - Thank You -89.00 602.50 PAYMENT IMPACT -95.00 
  1/21/2023 9/14/2022 SF FEE Service Fee 6.00 608.50 2/5/2023 9/14/2022 LF FEE Late Fee 10.00 618.50 2/6/2023 9/14/2022 LF FEE Credit for Late Fee - Waived -10.00 608.50 2/6/2023 9/14/2022 SF PAYMENT Money Order ************ - Thank You -6.00 602.50 2/6/2023 9/14/2022 PREM PAYMENT Money Order ************ - Thank You -87.00 515.50 PAYMENT IMPACT -93.00 
  2/18/2023 9/14/2022 SF FEE Service Fee 6.00 521.50 3/2/2023 9/14/2022 SF PAYMENT Money Order 19-513834073 - Thank You -6.00 515.50 3/2/2023 9/14/2022 PREM PAYMENT Money Order ************ - Thank You -86.00 429.50 PAYMENT IMPACT: -92.00 
  TOTAL: 429.50
  Future Installments 
  Amounts include future service fees of $6.00 and could be subject to change 4/4/2023 $92.00  
  5/4/2023 $92.00  
  6/4/2023 $92.00  
  7/4/2023 $92.00  
  8/4/2023 $91.50  
  Thank you for the opportunity to respond to the concerns addressed by *** ******. Sincerely, 
  Alice G***** 
  Asst. Product Manager 
  on behalf of Personal Service Insurance Company
  
  

  Customer Answer

  Date: 03/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:12/22/2022

  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.

  They owe me $408.00 which they refuse to credit back to my account. We signed up for auto insurance with *************. Recently, we discover we are insured by Good2Go. Here is the problem:1. No attempt was made to inform us of this (a switch and bait.)2. Our due date with ************* was the 14th of each month; Good2go gave us a date of 4th--- this payment came in late and they terminated the policy.3. We discovered the policy switch when Good2go sent notice via mail of the cancellation! The payment posted on the 6th of Dec. We had the letter on the 5th.4.I request a credit for payments made without legal notice or tender and they refused.We are livid. We are sure this practice is illegal; we are owed our money paid back. The lack of transparency and their fraudulent actions need consequence. We lost money and I am sure other customers have done so too.We seek your help in resolving this time sensitive and pressing matter.Thank you for your assistance.

  Business Response

  Date: 01/05/2023

  January 5, 2022  
  

  Dear *** *******:  
  

  We are in receipt of your request in regards to the above-listed complaint dated December 23, 2022. *** **** filed a complaint on behalf of ******* *********. *** **** commented in the complaint “They owe me $408.00 which they refuse to credit back to my  account. We signed up for auto insurance with ******** ****. Recently, we discover we are insured by Good2Go. Here is the  problem: 1. No attempt was made to inform us of this (a switch and bait.) 2. Our due date with ******** **** was the 14th of each  month; Good2go gave us a date of 4th--- this payment came in late and they terminated the policy. 3. We discovered the policy  switch when Good2go sent notice via mail of the cancellation! The payment posted on the 6th of Dec. We had the letter on the 5th.  4.I request a credit for payments made without legal notice or tender and they refused. We are livid. We are sure this practice is  illegal; we are owed our money paid back. The lack of transparency and their fraudulent actions need consequence. We lost money  and I am sure other customers have done so too. We seek your help in resolving this time sensitive and pressing matter.”   
  The quote and application were completed and submitted by the agency, High Point Brokerage Company. High Point Brokerage  wrote the policy with Personal Service Insurance Company. At the time the policy was written, all documents sent to *** *********  by email or regular mail showed ******** ******* Insurance Company or Good2Go Auto Insurance. Therefore, the Company disputes  that it participated in any “bait-n-switch” activity.   
  *******  
  8/15/2022 – 2/15/2023, cancelled 12/23/2022.  
  Standard Policy  
  8/15/2022  New business policy issued, $1195.00 premium. $246.00 down payment by credit card applied $233.83 premium,       $7.17 NJ PLIGA fee, $5.00 credit card fee.  
  8/21/2022  Mailed invoice $199.00 due 9/4/2022.  
  8/29/2022  *** ********* spoke with customer service to provide authorization for *** **** to be able to speak and make changes to the policy on his behalf.  At this time, *** **** requested that the credit card be added for auto  payments. Representative advised at this time of payment schedule as follows: 09/04/2022 $199.00, 10/04/2022       $199.00, 11/04/2022 $198.00, 12/04/2022 $198.00, 01/04/2023 $197.17.  
  9/1/2022  Payment via credit card $204.00, applied $193.00 premium, $6.00 service fee, $5.00 credit card fee.  9/20/2022  Mailed invoice $199.00 due 10/4/2022.  
  9/30/2022  Payment via credit card $204.00, applied $193.00 premium, $6.00 service fee, $5.00 credit card fee. *** **** made payment with service representative advised next payment due 11/4 for $198.00.  10/21/2022  Mailed invoice $198.00 due 11/4/2022. 
  11/1/2022  Payment via credit card $203.00, applied $192.00 premium, $6.00 service fee, $5.00 credit card fee.  11/20/2022  Mailed invoice $198.00 due 12/4/2022.  
  12/4/2022  System auto payment attempt, insufficient funds notification received.  
  12/5/2022  Mailed intent to cancel for nonpayment effective 12/23/2022 for $198.00.  
  12/5/2022  Payment via credit card $80.00, applied $69.00 premium, $6.00 service fee, $5.00 credit card fee.  12/7/2022  *** **** spoke with customer service, stating that the policy was fraudulent on the basis that they did not sign the policy and the policy should not be cancel pending because she made the December payment.  Representative tried to advise that only a partial payment of $80 was made.     
  12/15/2022  -$203.00 Bounced payment notice received for 11/1/2022 payment, $15.00 NSF fee added.  12/15/2022  -$204.00 Bounced payment notice received for 9/30/2022 payment, $15.00 NSF fee added.  12/16/2022  Representative responded to an email dated 12/5/2022 from *** **** for an exception request for *** ********* due to illness and that the remaining will be paid as soon as possible. The representative responded that  the policy would cancel on 12/23/2022 for the $203.00 and that the policy may be reinstated with lapse up to 30 days after the cancellation date.   
  12/16/2022  $10.00 late fee added.  
  12/23/2022  Policy cancelled for nonpayment, $408.06 outstanding balance due.  
  8/15/2022 – 12/23/2022  
  $844.00   Earned Premium  
  $   5.06    NJ PLIGA Fee Assessment  
  $ 25.00    Credit Card Fees (5 @ $5.00)  
  $ 24.00    Service Fee (4 @ $6.00)  
  $ 10.00    Late Fee (1 @ $10.00)  
  $ 30.00    NSF Fee (2 @ $15.00)  
  $938.06   Total Due  
  $530.00   Payments Received ($937.00 paid - $407.00 bounced = $530.00)  
  $408.06   Outstanding Balance Due  
     
  Thank you for the opportunity to respond to the concerns addressed by *** ****. 
     
  Sincerely, 
  Alice G***** 
  Asst.  Product Manager 
  on behalf of Personal Service Insurance Company