Complaints

This profile includes complaints for Chappell, Smith & Associates, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Chappell, Smith & Associates, Inc. has 2 locations, listed below.

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  Chappell, Smith & Associates, Inc.

  1006 Merylinger Ct Franklin, TN 37067-6417

  
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  Chappell, Smith & Associates, Inc.

  PO Box 681209 Franklin, TN 37068-1209

  

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:09/17/2024

  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.

  I am formally disputing the handling of my aircraft insurance policy renewal by Chappell ******************************************* and the subsequent involvement of a collection agency. This letter serves as notification of my position and a demand for immediate resolution, or I will pursue legal action.Summary of Dispute:I clearly stated I would renew only if the payment plan remained unchanged. When the terms changed, I repeatedly refused to renew via email and phone. Despite this, the broker mishandled the situation, leading to unjustified billing and collection attempts.Key Points of Dispute:Misrepresentation of Renewal Terms: The initial quote included a payment plan. When this became unavailable, I immediately refused to renew. There was no consent to proceed under the new terms.Failure to Cancel: Despite my explicit refusal, Chappell ******************************************* continued to treat the policy as active and bill me, contradicting my clear decision.Unlawful Billing and Collections: The collection attempts violate my consumer rights under California insurance law and the Fair Debt Collection Practices Act (FDCPA). They cannot provide evidence of my consent to these terms because I did not renew under the changed conditions.I am aware of my rights regarding insurance renewals, billing practices, and debt collection procedures. The mishandling of my policy renewal and disregard for my decision places Chappell ******************************************* in violation of these regulations.I demand immediate cessation of all collection activities and full resolution of this matter. If not addressed promptly, I will pursue legal action to protect my rights.

  Business Response

  Date: 09/24/2024

  Good morning,

  This is to confirm we are in receipt of the complaint and are looking into the actions with the agent and insurance company.  We will respond once we have all the details.  Thank you.

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

  Business Response

  Date: 09/27/2024

  Dear BBB,
  We are in receipt of the complaint filed by the customer.  As youre aware, there are two sides to every story.  We do in-fact have written email instructions (dated May 15, 2024 see attachment) from the customer to renew their ********************** policy.  We renewed the policy as requested by the customer to ensure there was no gap in coverage.  Confirmation of coverage, binder documents, a request for an application and other documents, as well as an invoice were sent to the customer on May 17th.  We followed up with the customer on May 21st since we had not received payment or heard back from him. On May 21st the customer asked if we could set up a payment plan (again, the policy was already in force as requested by the customer). Unfortunately, we received notification at that time that the premium finance company could not offer payment terms since the insurance companys financial strength rating had been downgraded.  The insurance company did not have an A rated option in the State of California.  In order to help the customer, we immediately contacted other ********************** companies to provide alternative insurance terms (including premium finance options) for the customer.Unfortunately, through a series of events that took place over the course of several weeks, and the insurance companys requirements to give notice of cancellation (a ***** period) once a policy was in effect, it could not immediately cancel or undue the policy that was requested in writing by the customer on May 15th, 2024.
  
  ********************** is a highly regulated industry.  Canceling an insurance policy without alternative coverage can leave an insured in a very vulnerable position.  No insurance coverage means theres no physical damage protection for the asset(s) and there is no liability coverage in case the insured causes bodily injury or property damage to others.  In addition to the insurance company complying with State insurance regulations,our agency acted in good faith to find the customer alternative coverage as soon as we were notified the premium finance company could not offer payment terms.  Once the original policy was in place (as requested in writing on May 15th), it could not be undone, or the cancellation backdated.  The insurance company was on the line in the event of a loss. The insurance company charged premium during the short period the policy was in effect.  Thats normal.  NOTE:  The customer does not have any ********************** coverage on his asset through our agency now that the policy has been cancelled.
  
  In order to resolve this complaint in an amicable and efficient manner, and as a gesture of good faith, our agency has notified the collection agency to cease all collections for the unpaid premium.  ********** values its clients and shares the frustration over the situation. IMPORTANT NOTE:  Our willingness not to collect the unpaid premium to resolve this dispute in no way constitutes an admission of an error or liability but rather is made in good faith to resolve this complaint.  Our good faith effort to resolve this dispute does not waive, and we hereby reserve, any and all rights and/or remedies that we may have in the future related to this complaint.

  Thank you.