Complaints

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

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  First Acceptance Insurance Company

  3813 Green Hills Village Dr Nashville, TN 37215-2610

• 

  First Acceptance Insurance Company

  605 Carriage House Dr Ste Q Jackson, TN 38305

• 

  First Acceptance Insurance Company

  4338 Broadway Knoxville, TN 37917

• 

  First Acceptance Insurance Company

  2477 Cobb Pkwy SE Smyrna, GA 30080-3000

• 

  First Acceptance Insurance

  4179 Hwy. 278 N.W., Suite A Social Circle, GA 30025

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:08/06/2024

  Type:Service or Repair 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.

  Claim Number: ********** Dear *** or Madam,I hereby want to file a complaint against FIRST ACCEPTANCE INSURANCE.I filed a third party liability claim on July 9th, 2024 because one of their clients was involved in an accident and damaged my fence at my property. After I did not get any feedback or response and even not a confirmation that my claim was received I called them on July 12, 2024. The gentleman on the phone told me that my email did not reach them and if I clould please resend. I did so while we've been on the phone and a little while later I got an email from FIRST ACCEPTANCE INSURANCE confirming that my claim was set up. They sent an official claim number and the name and phone number of the adjuster.Funny thing, they responded to the inital email i sent to them, the one that did not reach them.I was hoping that someone would contact me to adjust the claim so I could get my damaged fence repaired. Unfortunately this did not happen. I followed up on July 18, 2024 and again on July 31, 2024 without any response so far.As of today FIRST ACCEPTANCE INSURANCE did nothing to adjust my claim. They did not even bother to contact me. Please get in touch with me and adjust my third party liability claim!Thank you very much in advance.

  Business Response

  Date: 08/13/2024

  Dear *****************************:
  
  This is in response to the complaint filed by Mr. ********
  
  On July 12, 2024, the claim was reported by *********************************. There was no phone number or email on file for Mr. ******* to be contacted.
  
  On July 16, 2024, the adjuster attempted to reach our insured ***************************** by phone and received no answer. The adjuster advised there was no contact information listed for the claimant vehicle driver involved in the accident. On July 17, 2024, the adjuster sent a letter to insured ***************************** regarding physical damages.
  
  On July 27, 2024, the adjuster assisting on the team reviewed the FR-10 report received to the claim. The FR-10 lists the owner of the owner ******************************, of the 2002 Jeep as the contributor for the collision.
  
  On August 12, 2024, the supervisor contacted ******************,apologized for delay in returning phone call and lack of communication regarding claim. The supervisor advised Mr. ******* he was not listed on the FR-10 report we were provided, and report deems the owner, ****************************** of the 2002 Jeep at fault for the loss.
  
  ****************** stated he has video of our insured hitting his fence. ****************** stated he will send in the video for review. The adjuster provided the email address to send in the video he has of the accident for review. ****************** was advised the claim will be assigned and monitored by a new adjuster on the team for the receipt of the video he has of the accident.****************** was advised once we receive the video for review, we will contact him to discuss the video received.
  
  We regret that Mr. ******* experienced frustration with the lack of communication on his claim and can assure you that First Acceptance Insurance Company strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner.
  
  Thank you for allowing us the opportunity to respond.Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to *****************************************************.
  
  Sincerely,
  **************************
  Regional Claims Director
  *************************
  ****************************************************
  
  
  cc: Compliance Analyst at *****************************************************
  
  Enclosures: 0
  
  

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22101929
  
  I am rejecting this response because: The issue is not resolved yet.

  First acceptance reached out by phone and I sent the video showing their insured clearly as the one hitting my fence.
  It's too early to close this claim as I need to see how the claim adjustment will proceed.

  Once it's sorted out we can either accept or reject the answer. We will see.

  Thanks.

  
  Sincerely,
  
  *********************************

  Business Response

  Date: 08/22/2024

  Dear *****************************:
  
  This is in response to the rebuttal by Mr. ********
  
  On August 14, 2024, the adjuster sent the coverage review to supervisor for review. The insured was driving an unlisted vehicle confirmed as a rental vehicle at the time of loss, and the police report deems the driver, ******************************, owner of a 2002 Jeep at fault for the accident. 
  
  On August 15, 2024, the adjuster contacted Mr.Platter to advise of the coverage issue with the unlisted vehicle and that the police report deemed the State farm driver of the 2002 Jeep at fault for the loss. ****************** stated he understood and would file a claim with the at fault carriers insurance.
  
  On August 22, 2024, the supervisor and adjuster contacted the rental company and requested a copy of the rental agreement for review for the unlisted vehicle.
  
  Thank you for allowing us the opportunity to respond.Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to *****************************************************.
  
  Sincerely,
  
  **************************
  Regional Claims Director
  **************************
  ****************************************************
  
  
  cc: Compliance Analyst at *****************************************************

  Customer Answer

  Date: 08/28/2024

   
  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,
  
  *********************************

• Initial Complaint

  Date:08/05/2024

  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.

  On June 11th we began documenting our struggles in regards to a total loss claim with this insurance company. We worked with representative ***********************. The insurance company and our business were disputing the amount of the settlement for about a month and finally came to a resolution, only for them to shift us on to a copart lot who are the most uncooperative, unhelpful group I have ever had to deal with. Every single time I call for an update, I am given the wrong information. The first time I called after receiving information from *********************** saying the amount had been settled and was given a reference number for the copart lot to call and set up payment, when I called they said the amount was still pending and to call back in two days. Every time I call it is some internal issue like that and they say I need to call again in two days, meanwhile our customer is losing out on their ********************** settlement because we can not close their account until we receive payment. And of course there wasn't a way for me to actually email someone back and forth to track the progress of this issue, the only option is to call and get lied to. I was told on 7/30 by rep ******* that our check was approved to be sent out and would arrive within 2 business days. It is 8/5 now, I haven't received a check. So again, I call for an update. First the agent says the check is still awaiting approval, to which I reminded her of my call to the last **** that the check was supposed to already have been cut and sent. The agent then says she is going to go locate the check number for me (for the check that just a moment ago was not approved????) and call me back which I highly doubt is going to happen. Both the insurance and the copart lot are a complete disgrace and cost good people money every day. Please help us find a resolution to this issue.

  Business Response

  Date: 08/06/2024

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

  
  First Acceptance Insurance Company, Inc. acknowledges receipt of the complaint by ***********************. Unfortunately, we have been unsuccessful in our attempts to identify an active policy or claim with the information provided. Please provide the policy number, claimant name, and/or claim number for the matter referenced in the complaint so that we can look further into this complaint.

  
  Thank you

  Customer Answer

  Date: 08/07/2024

  Good Morning, 

  I apologies for not including the reference information for this case. The claim # is 0422401092-001

  Customer Name- *********************************************

  Vehicle: 2015 MIN
  Last 6 of VIN: T02374
  Copart Reference #: 57217824
  Claim #: 0422401092

  We have been in contacts with *********************;<***************************************************>.

  ***********************
  Jul 20, 2024, 4:06?PM
  It has been updated for new settlement amount of $ 10,193.34.  you can contact them now.

   

  Copart Title Express
  Fri, Jul 26, 3:35?PM (12 days ago)
  to me
  Good afternoon,
  
  The document has been uploaded and is pending for review. If the document is compliant, we will move forward with the claim. If the document is not compliant, someone will reach out to request new documents.
  
  Thank You,
  *******************
  
  Alternate Title Specialist
  
  Inventory Specialty Management
  a: Copart | ***************** B001 | ******, *******; 75254
  e: ***************************** | w: www.copart.com
  p: ************ | f:************

   

  Please let me know if there is further documentation for this complaint to move forward. 

  Crystal 

  Austinite Auto Sales

  Customer Answer

  Date: 08/09/2024

  Good Morning, 

  I apologies for not including the reference information for this case. The claim # is 0422401092-001

  Customer Name- *********************************************

  Vehicle: 2015 MIN
  Last 6 of VIN: T02374
  Copart Reference #: 57217824
  Claim #: 0422401092

  We have been in contacts with *********************;<***************************************************>.

  ***********************
  Jul 20, 2024, 4:06?PM
  It has been updated for new settlement amount of $ 10,193.34.  you can contact them now.

   

  Copart Title Express
  Fri, Jul 26, 3:35?PM (12 days ago)
  to me
  Good afternoon,
  
  The document has been uploaded and is pending for review. If the document is compliant, we will move forward with the claim. If the document is not compliant, someone will reach out to request new documents.
  
  Thank You,
  *******************
  
  Alternate Title Specialist
  
  Inventory Specialty Management
  a: Copart | ***************** B001 | ******, *******; 75254
  e: ***************************** | w: www.copart.com
  p: ************ | f:************

   

  Please let me know if there is further documentation for this complaint to move forward. 

  Crystal 

  Austinite Auto Sales

  Business Response

  Date: 08/13/2024

  Dear *****************************:
  
  This is in response to the complaint filed by *********************** with/ Austinite Auto Sales.
  
  This claim was reported to our office on May 28, 2024.  After the coverage and liability investigation was completed, the claim was transferred to the total loss department on June 5, 2024.
  
  The total loss adjuster followed up with **************************** on June 11, 2024 to go over the total loss settlement and explain the total loss process.  On June 12, 2024 the total loss adjuster spoke with Austinite Auto Sales, and they disagreed with the total loss settlement, the total loss adjuster explained the total loss process and advised their office they could send in additional documentation for review to see if there was an increase but we could not guarantee an increase.
  
  On June 13, 2024, our office received additional comparable vehicles for review,and they were submitted up.  On June *******, the total loss adjuster explained there was an increase in the total loss settlement.  Once the completed and compliant total loss paperwork was received and reviewed the total loss payment was issued July 31, 2024.
  
  We regret that **************************** and Austinite Auto Sales experienced frustration with this claim and can assure you that First Acceptance Insurance Company strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner.
  
  Thank you for allowing us the opportunity to respond.Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to *****************************************************.
  
  Sincerely,
  
  *************************
  Regional Claims Director
  **************************
  ************************************************
  
  
  cc: Compliance Analyst at *****************************************************

• Initial Complaint

  Date:07/29/2024

  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.

  Its been 30 days since a policy holder struck my car at a light and still havent received a resolution. I attempted To call the company several times but its really hard to get in contact with anybody . Just seeking them to close out the claim and pay for damages.

  Business Response

  Date: 08/07/2024

  Dear *****************************:
  
  This is in response to the complaint filed by ***********************.
  
  This loss was reported to First Acceptance Insurance Company, Inc. (FAIC) on June 21, 2024.
  
  On June 24, 2024, the adjuster obtained a recorded statement from ***********************. ********** confirmed he was at a red light when he was rear ended. ********** confirmed multiple vehicles were involved and that he was hit by the other partys vehicle.
  
  On June 24, 2024, the adjuster obtained a recorded statement from the other party involved Mr. ************************** **************** confirmed he was at a red light when he was rear ended by our insured, ********************* and pushed into the vehicle of **********.
  
  On July 3, 2024, the adjuster spoke with ********** and advised there was a potential policy limit issue as Ms. ****** policy only has property damage limits of $5,000.00.  The adjuster advised ********** there was another vehicle involved and we are pending the estimate from the other vehicles inspection.
  
  On August 5, 2024, the claims supervisor reviewed the claim and instructed the adjuster that it was okay to update coverage and monitor for both estimates from the vehicles to determine if the damages will be within the policy limits. The adjuster contacted ********** advised coverage was cleared; however, we are still waiting on the repair estimates from both vehicles to review against the property damage limit. ********** confirmed that he did not have coverage for his vehicle with his insurance carrier. The adjuster then attempted contact *************** to get an update on the damage photos and estimate. The adjuster left a voicemail for **************** to callback with an update on the damage photos and estimate.
  
  FAIC acknowledges delays in communication. The adjuster has been coached and advised of the companys expectation regarding returning customer phone calls in a timely manner. The adjuster has also been coached on the importance of setting proper expectations when investigating a property damage limits issues, while monitoring to receive the damage estimates for review.
  
  
  We regret that ********** experienced frustration with the delay in the claims process and can assure you that First Acceptance Insurance Company strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner.
  
  Thank you for allowing us the opportunity to respond.Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to ******************************************************
  
  
  Sincerely,
  **************************
  Regional Claims Director
  **************************
  ****************************************************
  
  cc: Compliance Analyst at *****************************************************

• Initial Complaint

  Date:07/26/2024

  Type:Order 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 involved in a car accident and this business has done a terrible job of communicating with me and offering me my settlement. I have made multiple attempts at contacting this business and they have made this process go as slow as possible. I have spent more than three months struggling for transportation because this insurance company isn't performing as it should be.

  Business Response

  Date: 08/01/2024

  Dear *****************************:
  
  This is in response to the complaint filed by *********************.
  
  This claim was reported to our office on April 17, 2024.  After the coverage and liability investigation was completed, the claim was transferred to the ********************* on June 25, 2024.
  
  The total loss adjuster followed up with ************ on July 31, 2024 to extend the total loss settlement and set the total loss expectations.  ************ agreed to the total loss settlement.  At this time, we are awaiting receipt of the total loss paperwork. Once the total loss paperwork is received and confirmed to be compliant, we will be able to resolve the total loss settlement.
  
  First Acceptance acknowledges delays in contact after transfer to the Total loss Department. Currently, we are awaiting the required executed paperwork to release payment.
  
  We regret that ************ experienced frustration with his claim and can assure you that First Acceptance Insurance Company strives to create a courteous, service-oriented,working relationship with our customers to resolve each claim in a timely and equitable manner.
  
  Thank you for allowing us the opportunity to respond.Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to *****************************************************.
  
  Sincerely,
  
  *************************
  Regional Claims Director
  **************************
  ************************************************
  
  
  cc: Compliance Analyst at *****************************************************

• Initial Complaint

  Date:07/22/2024

  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 in a not at fault car accident with one of their drivers on 6/17/24. I have bee without a car since that date. I was NOT provided with a rental. I have made phone calls daily starting at 7:00 AM (start of her duty day supposedly) to contact ***********************************- Total Loss Adjustor, as well as her supervisor ***************************** and ***********************. I initially was working with *******************************-Property Damage Adjustor who was not helpful either.I have been trying to resolve this issue since then. There has been a lack of communication on the part of First Acceptance. Most communication has been initiated by myself to keep the process going. If it had not been for my due diligence I would not be this far along in the process.I would like to have the truck to be repaired and place me back in the same position I was in before your client hit me. To do otherwise, would warrant putting me in a worst financial position and also would take away the option of having a second vehicle without purchasing another. Also, there is a possibility that I would have to settle for a lesser quality vehicle. Although the truck is old in years, its in much better condition than most vehicles this age. I have been without the option of a 2nd vehicle for over a month (6/17/24). This process has been slow and is causing undue stress. As of this morning, I was informed that I will not receive a rental while my truck is being repaired nor will I be given towing services. This is an added inconvenience as I was told I would receive a rental and tow services initially. As the person who was not at fault for the accident, I feel that I am being targeted and held accountable for an accident that was not my fault. I am requesting that I receive a rental for the duration of my vehicle being fixed as well as towing services provided at no additional cost to myself.This has been an extremely tedious and stressful process that has caused mental and physical anguish.

  Business Response

  Date: 07/30/2024

  Dear *****************************:
  
  This is in response to the complaint filed by *********************************.
  
  This claim was reported to our office on June 20, 2024.  After the coverage and liability investigation was completed, the claim was transferred to the ********************* on July 3, 2024.
  
  The total loss adjuster followed up with ******************** on July 9, 2024, to go over the total loss process and the total loss settlement.  ******************** asked for rental as she did not get one.  The total loss adjuster explained we can consider loss of use in the amount of $460.00 as once the vehicle is deemed a total loss we no longer owe for rental or loss of use, ******************* declined. 
  
  On July 10, 2024, ******************** advised there was an error with the mileage and that she had some receipts he wanted us to review. The total loss adjuster explained those would all be reviewed and would advise if there was a change in the total loss settlement. 
  
  The total loss adjuster followed up with ******************** to provide an updated evaluation as well as explain we received notice from CC that they were handling Ms. ********* damages on July 15, 2024.   On July 19, 2024, the total loss adjuster received confirmation that CC was not handling Ms. ********* damages, and ******************* also advised that she wanted to resolve as a contract to repair and presented an estimate for review.  The total loss adjuster routed the estimate for review. 
  
  On July 24, 2024, the total loss adjuster spoke with ******************** who advised that the contract to repair estimate was still being reviewed. ******************** asked for a rental. The total loss adjuster reiterated we no longer owe for rental once the vehicle is deemed a total loss. Explained that even though we are considering resolution for a contract to repair, the vehicle is still a total loss. At this time, the total loss adjuster re-extended the loss of use discussed on July 10, 2024, at this time ******************** agreed and the loss of use payment was issued.
  
  On July 26, 2024, the contract to repair was approved, and the total loss adjuster sent Ms. ********* body shop a contract to be signed and returned. Once received, we will issue the payment accordingly to the body shop of Ms.********* choice.
  
  We regret that ******************** experienced frustration with his claim and can assure you that First Acceptance Insurance Company strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner.
  
  Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to *****************************************************.
  
  Sincerely,
  
  *************************
  Regional Claims Director
  **************************
  ************************************************
  
  
  cc:Compliance Analyst at *****************************************************
  
  
  Enclosures: 5

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22024515
  
  I am rejecting this response because: the timeliness of the handling in my case. If I had not been as diligent in contacting this company on a daily basis I would not have gotten this far. Also my vehicle was deemed a total loss and was not explained to me why. I also contacted ************ on several occasions and did not receive any correspondence. This is the worst customer service I have ever experienced. I should have sought legal advice instead of trying to handle this myself. Taking this on was like having a second job. I am still without a vehicle and I have to find a way to get to work. I'm highly dissatisfied with the way this company has handled my case.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 08/13/2024

  Dear *****************************:
  
  This is a follow up response to the complaint filed by *********************************.
  
  This claim was reported to our office on June 20, 2024.  After the coverage and liability investigation was completed, the claim was transferred to the ********************* on July 3, 2024.
  
  The total loss adjuster followed up with ******************** on July 9, 2024 to go over the total loss process and the total loss settlement.  ******************** asked for rental as she did not get one.  The total loss adjuster explained we can consider loss of use in the amount of $460.00 as once the vehicle is deemed a total loss we no longer owe for rental or loss of use, ******************* declined. 
  
  On July 10, 2024, ******************** advised there was an error with the mileage and that she had some receipts he wanted us to review. The total loss adjuster explained those would all be reviewed and would advise if there was a change in the total loss settlement. 
  
  The total loss adjuster followed up with ******************** to provide an updated evaluation as well as explain we received notice from claimant carrier that they were handling Ms. ********* damages on July 15, 2024.   On July 19, 2024, the total loss adjuster received confirmation that claimant carrier was not handling Ms. ********* damages, and ******************** also advised that she wanted to resolve as a contract to repair and presented an estimate for review. The total loss adjuster routed the estimate for review. 
  
  On July 24, 2024, the total loss adjuster spoke with ******************** who advised that the contract to repair estimate was still being reviewed. ******************** asked for a rental? The total loss adjuster reiterated we no longer owe for rental once the vehicle is deemed a total loss. Explained that even though we are considering resolution for a contract to repair, the vehicle is still a total loss. At this time the total loss adjuster re-extended the loss of use discussed on July 10, 2024, at this time ******************** agreed and the loss of use payment was issued.
  
  On July 26, 2024, the contract to repair was approved, and the total loss adjuster sent Ms. ********* body shop a contract to be signed and returned. Once received we will issue the payment accordingly to the body shop of Ms. ********* choice.
  On July 30, 2024, we received the signed contract to repair, and issued the payment accordingly.
  
  We regret that ******************** experienced frustration with his claim and can assure you that First Acceptance Insurance Company strives to create a courteous,service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner.
  
  Thank you for allowing us the opportunity to respond.Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to *****************************************************.
  
  Sincerely,
  
  *************************
  Regional Claims Director
  **************************
  ************************************************
  
  
  cc: Compliance Analyst at *****************************************************
  
  
  Enclosures: 1

• Initial Complaint

  Date:07/18/2024

  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.

  I was involved in a hit and run accident. My car was hit overnight between May *****. I called the insurance company to report it. During the claim process they ask me if I called the police. I said no do I need to they said no. They have been giving me the run around to repair my car. They close the case. Lie about me not having insurance. Won't answer the phone or emails.

  Business Response

  Date: 07/24/2024

  Dear **************:
  
  This is in response to the complaint filed by *****************************. The claim was reported to First Acceptance Insurance Company, Inc. on May 22, 2024.
  
  On May 31, 2024, the adjuster obtained a recorded statement from ****************** regarding the facts of the accident. ****************** confirmed she was hit by an unknown vehicle while her vehicle was parked and unoccupied.
  
  On June 2, 2024, the adjuster sent an email to insured requesting a police report and ****************** stated she couldnt get a report from the ***************** at the time of the accident. On June 3, 2024,the supervisor advised the adjuster to have ****************** provide proof she called the police, or a screen shot of her filing a report.
  
  On June 24, 2024, the adjuster contacted the North Charleston *****************, and confirmed the accident did occur and the officer stated that since there were no injuries, a report was not filed.
  
  On June 25, 2024, ****************** was upset that First Acceptance couldnt help with her deductible and that her rental coverage is paid on a reimbursement bases. ****************** advised that she did not have the money to cover the deductible, and advised the adjuster when she is ready to pursue her claim she will contact us.
  
  On July 10, 2024, the supervisor received a call from ******************, she advised her claim was closed without her permission, and she wanted to use her coverage to repair her vehicle. The supervisor apologized to ****************** her claim was closed.
  
  The supervisor advised the adjuster to re-open the claim and to contact ****************** to obtain her call log of contact the police.
  
  On July 16, 2024, the appraiser emailed the body shop of ******************** advising no coverage and advised that Ms. ******** vehicle was a total loss.
  
  
  On July 19, 2024, the supervisor assigned the claim to a team member to re-open claim as previously requested. The supervisor requested team member obtain a call log of police report showing date and time ****************** attempted to report the loss to the police.
  
  On July 19, 2024, the supervisor contacted ***************** and she stated she was told by the appraiser she had no coverage. The supervisor advised ****************** coverage would be investigated and we would confirm coverage. ****************** confirmed she sent in call log showing her call to the police department.
  
  On July 22, 2024, the team adjuster assigned sent coverage review to supervisor. The supervisor gave approval to update coverage as ****************** coverage was in force at the time of the accident. The team adjuster contact ****************** advised her coverage was clear and that per her estimate the claim would be transferred to the total loss team. The appraisal team was advised ****************** had coverage at the time of loss.
  
  The supervisor transferred ****************** claim to the ********************** The supervisor spoke with ******************, advised the vehicle was a total loss per the estimate from the appraiser. She advised she was disputing her vehicle was a total loss. ****************** stated she had minimal damage. The supervisor provided ****************** with her appraiser contact information to discuss the estimate.
  
  On July 23, 2024, the appraiser revised the supplement estimate. The appraiser confirmed that seat belts were added to the supplement in error. The appraiser corrected the supplement by removing the seat belt and diagnostic unit from estimate. The vehicle is repairable. The appraiser emailed the revised supplement to the shop. The appraiser issued a payment to ****************** for $3,699.87 for her vehicle repairs.
  
  First Acceptance acknowledges that there were delays in communication with *****************. The adjuster has been coached regarding what are acceptable standards for communication with insureds and claimants to avoid reoccurrence.
  
  We regret that ********************************* experienced frustration with her claim and apologize for the delays in returning her phone calls. We also regret that she was incorrectly told she had no coverage, and this was corrected for the claim. We can assure you that First Acceptance Insurance Company strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner.
  
  Thank you for allowing us the opportunity to respond.Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to *****************************************************.
  
  Sincerely,
  
  **************************
  Regional Claims Director
  **************************
  ****************************************************
  
  
  cc:       Compliance Analyst at *****************************************************

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 22010847
  
  I am rejecting this response because: my accident was in May. Here it is July 24,and it's just now being resolved. These people have said one lie after another. I never said I wanted to close my claim because.I didn't have the money for the deductible. What i said was it was ridiculous for me to have to pay a 500 dollar deductible and be expected to pay for a rental,and get my money back later. Why would i do that. When these ppl don't answer the phone,and are already making up fake ducuments. They lied about me not having coverage. Then they lied about the estimate of repairs. If the body shop says it's ***** to fix it why is the insurance company saying no *****. To total it. They falsely put things on the estimate to do that. Now if I was stupid and went along with them totally my car out. I would have no car and still would be paying a car note. For a car I would not have. They tried every trick to mess me over. This company needs to be investigated from top to bottom. 

  
  Sincerely,
  
  *************************************

  Business Response

  Date: 08/07/2024

  Dear **************************:
  
  This is in response to the rebuttal filed by *****************************.
  
  First Acceptance Insurance Company, Inc. (FAIC) previously addressed the delays referenced in Ms. ******** rebuttal and confirmed the adjuster has been coached. **** also previously mentioned that the appraiser was able to speak with the shop and confirm that Ms. ******** vehicle was repairable, and that payment had been issued.
  
  On August 8, 2024, the supervisor spoke with ******************, she stated her body shop was waiting to receive payment. The supervisor confirmed the payment address on the check was correct for her body shop. ****************** stated she will confirm with her body shop if payment needs to be reissued and she will give us a callback.
  
  Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to *****************************************************.
  
  Sincerely,
  **************************
  Regional Claims Director
  *************************
  ****************************************************
  
  
  cc: Compliance Analyst at *****************************************************
  
  

  Customer Answer

  Date: 08/07/2024

  I was told the payment was mailed out on July 24th. Here it August 7th and the body shop has still not received the payment. Now what canceled the payment and issue out a new payment. Which will take another week or two. All the while the body shop will not work on the car until they receive payment. Once they receive payment they have to order parts,and do the work. So that's another two weeks or so. This claim started in May. I have had no transportation since *** till who knows how long. The least the insurance company could have done would have been to pay for a rental car with all this inconvenience. No they want me to pay for it and get reimburse. With all the trouble I've had with them to get to the point where I am now would not be a smart move. I'm puzzled to why even mail a payment. When there are other ways of sending the payment. 

• Initial Complaint

  Date:07/15/2024

  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.

  Entered by BBB staff DC Consumer states end of May he entered in agreement with the business as one of their clients hit his car. He contacted their customer service and spoke with *************************.  He took his car to a body shop of his choice.   He was told if he rented a car & sent a receipt he would be reimbursed.  The amount was $293.00. The consumer submitted the receipt 3 times and nothing has happened as of this date.,

  Business Response

  Date: 07/22/2024

  Dear **************:
  
  This is in response to the complaint filed by ***********************.
  
  The claim reported to our office on May 3, 2024, by the complainant ***********************.
  
  We completed our investigation and determined that our named insured was responsible for ***** damages.
  
  The complainant was offered the opportunity to rent a vehicle through our vendor HERTZ at our expense. The complainant declined to use our vendor, he chose to rent through another vendor and pay for his rental out of pocket. The complainant was instructed to submit his rental receipt for our review of reimbursement via email or fax.
  
  The complainant submitted a rental receipt in the amount of $287.90 paid in full by the complainant.
  
  On July 15, 2024, our claims representative sent a check payable to the complainant in the amount of $287.90. On July 16, 2024,the check was mailed to the complainant; the complainant will receive the check within seven business days.
  
  We regret that ****************** experienced frustration with her claim and can assure you that First Acceptance Insurance Company strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner.
  
  Thank you for allowing us the opportunity to respond.Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to *****************************************************.
  
  Sincerely,
  
  *************************
  Regional Claims Director
  **************************
  ****************************************************
  
  
  cc: Compliance Analyst at *****************************************************
  
  
  Enclosures: (2) 
  

• Initial Complaint

  Date:07/15/2024

  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 rear ended in October of 2023 by someone who has first acceptance insurance. They has released interest in the claim and refuse to pay for anything. I have been contacting them for 9 months and cant find anyone to help me. I have a new car wrecked sitting in my driveway. And no one will help repair the car. **************** that works for first acceptance has messed this entire claim up and now Y insurance wont touch it.

  Business Response

  Date: 07/18/2024

  Dear *****************************:
  
  This is in response to the complaint filed by *************************.
  
  This claim was reported to our office on October 13, 2023.  After the coverage and liability investigation was completed, the claim was transferred to the ********************* on November 30, 2023.
  
  The total loss adjuster followed up with ****************** on December 4 & 7, 2023,to go over the total loss process, set the total loss expectations, and set explain ****************** duty to mitigate as she refused to release the vehicle. ****************** did not agree to the settlement, the handling total loss adjuster explained ***************** could send in receipts for review or advise if there are any missed options.  The total loss adjuster explained we will review all items, but we could not guarantee an increase. 
  
  On December 12, 2023, we received receipts for review from ****************** and the total loss adjuster routed them for review. On December 14, 2023, the total loss adjuster followed up with ***************** regarding the revised total loss settlement.  On December 21, 2023, ****************** presented additional receipts for review.  The total loss adjuster provided the revised total loss settlement to ****************** on December 21, 2023.  ****************** still did not agree to the total loss settlement.  The handling total loss adjuster reiterated to ****************** that she could send in additional receipts for review or advise if there are any missed options.  The total loss adjuster explained we will review all items, but we could not guarantee an increase. 
  
  On January 12, 2024, ****************** advised she obtained an attorney, and the handling total loss adjuster presented all the same information to ****************** attorney.  The handling total loss adjuster followed up all information was presented to the attorney.  The total loss adjuster followed up with ***************** attorney regarding a final decision on February 10, 2024, March 23,2024, April 12, 2024, and April 22, 2024. On April 23, 2024, ****************** attorney advised they no longer represented her. 
  
  The total loss adjuster reiterated the total loss settlement to ****************** and explained there was a limits issue explained we would need a property damage release in addition to the total loss paperwork.  The total loss adjuster explained we had the positive equity documents from the lien holder and that payment would be issued. 
  
  To date, we have exceeded our policy limits of $25,000.00.  We have paid advanced charges in the amount of $4,323.00 to move ****************** vehicle, $300.48 to ****************** for damaged personal property, $968.33 for a Hertz rental, and $21,667.54 to ****************** lien holder.  At this time, ****************** refuses to sign the property damage release and understand our policy limits have been exceeded.
  
  We regret that Ms.. ******* experienced frustration with his claim and can assure you that First Acceptance Insurance Company strives to create a courteous, service-oriented,working relationship with our customers to resolve each claim in a timely and equitable manner.
  
  Thank you for allowing us the opportunity to respond.Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to *****************************************************.
  
  Sincerely,
  
  *************************
  Regional Claims Director
  **************************
  ************************************************
  
  
  cc: Compliance Analyst at *****************************************************
  
  
  Enclosures: 5

• Initial Complaint

  Date:07/10/2024

  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.

  I am having problems with getting feedback and a settlement on getting my car repaired. Someone that has insurance with them hit me while I was sitting at a light. My car has been in the shop since the first part of June. The shop Collisionworx has submitted an estimate of $3,248.59. The insurance ** wants to total it out, however I stated I want to keep the car and get it fix. Collisionworx states they cannot fix it now since they want to total it out due to their estimate of the value of the car. However, the car is in excellent shape except for the area where the damage is. I cannot get this resolved, because I cannot get anyone to call me back. Ive been in a rental car since the accident because they refused to pay for one. I have spent over $3000 in rental since the accident. I would like for the company to promptly get back with me to resolve this issue. I want the car fixed. It was not my fault and the driver that hit me received the ticket. The claim # is 0412401611-003.

  Business Response

  Date: 07/16/2024

  Dear *****************************:
  
  This is in response to the complaint filed by ***********************.
  
  This claim was reported to our office on May 29, 2024.  After the coverage and liability investigation was completed, the claim was transferred to the ********************* on June 24, 2024.
  
  The total loss adjuster spoke with ************** on July 11, 2024, to go over the total loss settlement and explain the total loss process.  ************** advised that she believed the vehicle was repairable.  The total loss adjuster explained the total loss process and explained how a contract to repair would work.  The total loss adjuster explained we could not guarantee that the estimate or any receipts would guarantee repairs or a higher total loss settlement, but we will be more than happy to review them. ************** also indicated that she had obtained a rental vehicle. The adjuster requested the receipts be submitted to be reviewed for reimbursement.
  
  Currently,we are awaiting receipt of the supporting documentation and the required total lsos
  
  We regret that ************** experienced frustration with his claim and can assure you that First Acceptance Insurance Company strives to create a courteous, service-oriented,working relationship with our customers to resolve each claim in a timely and equitable manner.
  
  Thank you for allowing us the opportunity to respond.Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to *****************************************************.
  
  Sincerely,
  
  *************************
  Regional Claims Director
  **************************
  ************************************************
  
  
  cc: Compliance Analyst at *****************************************************
  
  
  Enclosures: 2

• Initial Complaint

  Date:07/09/2024

  Type:Service or Repair 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.

  Have a claim with acceptance insurance Auto been waiting for since April 14th date of claim haven't been able to talk to claims adjuster or get any information on how to resolve claim received a letter in the mail saying that my total loss paperwork hasn't been completed and to give a call to get instructions called been over 4 weeks haven't received a call back

  Business Response

  Date: 07/15/2024

  Dear *****************************:
  
  This is in response to the complaint filed by ***************************.
  
  This claim was reported to our office on April 15, 2024.  After the coverage and liability investigation was completed, the claim was transferred to the ********************* on May 21, 2024.
  
  The total loss adjuster followed up with **************** on July 12, 2024, to go over the total loss settlement and explain the total loss process.  Once the completed and compliant total loss paperwork is received, we will be able to issue the payment to finalize the total loss.
  
  First Acceptance acknowledges that there have been delays regarding contact regarding the total loss claim. The delay has been addressed with the handling adjuster to avoid reoccurrence.
  
  We regret that **************** experienced frustration with his claim and can assure you that First Acceptance Insurance Company strives to create a courteous, service-oriented,working relationship with our customers to resolve each claim in a timely and equitable manner.
  
  Thank you for allowing us the opportunity to respond.Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to *****************************************************.
  
  Sincerely,
  
  *************************
  Regional Claims Director
  **************************
  ************************************************
  
  
  cc: Compliance Analyst at *****************************************************
  
  
  Enclosures: 2

  Customer Answer

  Date: 07/16/2024

  They have complied and issued my payment i agreed to. Thanks for your help it is very much appreciated 

  Customer Answer

  Date: 07/16/2024

   
  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,
  
  ***********************