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:07/08/2024

  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 being double billed by this company and they are threatening to cancel my insurance when I contacted them a month ago, they said they fixed the billing issue and today I get another notice that I am Being cancelled for nonpayment when I have Paid them every single month for a year. They will not correct the billing issue. I have A SR ************************************************************************* reinstate fees which I have Paid and want refunded for and want resolution to their billing issue

  Business Response

  Date: 07/17/2024

  This letter is in response to the complaint filed by *******************************, regarding the status of her automobile insurance policy billing.
  
  Ms. ********* First Acceptance Insurance automobile policy renewed effective March 8, 2024.
  
  On May 14, 2024, a combined invoice and cancellation notice was sent to ******************** advising the next monthly premium payment in the amount of $108.67 would be due on May 21, 2024.  The notice stated that if payment was not received that the policy would cancel on June 15, 2024.
  
  On June 1, 2024, a notice of cancellation was sent to ********************. 
  
  In your complaint you mentioned you were being double billed, this was because an invoice was sent on June 13, 2024, prior to us receiving the payment on June 14, 2024.  Upon receipt of payment the next monthly invoice was sent on June 23, 2024, advising her of the next monthly premium payment in the amount of $188.34 due on June 30, 2024. The notice stated that if payment was not received that the policy would cancel on July 13, 2024.
  
  On June 29, 2024, a notice of cancellation was sent to ********************.
  
  Concerning Ms. ********* insurance policy, FAIC reports to the state when the policy is active and will in turn also submit reporting when a policy has cancelled or no longer in force with FAIC.
  
  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,
  *****************************
  Underwriting Director
  **************************
  ***************************************************

• Initial Complaint

  Date:07/03/2024

  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.

  First acceptance insurance has failed to contact me for almost a month after they deemed my car a total loss. They have neglected to contact me after leaving multiple voicemails. i would really like to get this taken care of they have deemed the car a total loss and i am still currently having to pay for a car that cant be driven. I have not been able to contact the total loss adjuster since they have given me the wrong contact info and cant get anyone at the company to get me the correct information.

  Business Response

  Date: 07/10/2024

  Dear *****************************:
  
  This is in response to the complaint filed by *********************.
  
  This claim was reported to our office on June 10, 2024.  After the coverage and liability investigation was completed, the claim was transferred to the ********************* on June 13, 2024.
  
  The total loss adjuster followed up with ************** on July 5, 2024, to go over the total loss settlement and explain the total loss process.  ************** agreed to the total loss settlement, and advised she understood the total loss paperwork process with Title Express.  All the required documents were sent to ************** to be completed. Once the total loss paperwork is received and confirmed compliant, we will be able to final the total loss settlement.
  
  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:07/03/2024

  Type:Delivery 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.

  Dear BBB,I am writing to file a complaint against First Acceptance Insurance regarding the handling of my diminished-value claim (claim number 0022400361).My car, a 2021 model with no prior accidents, was rear-ended by a driver insured by First Acceptance Insurance in February. The driver was entirely at fault. After repairing my car, I discovered that its value had significantly diminished, prompting me to file a diminished-value claim under Arizona law.I was instructed to submit evidence of the diminished value to ********************************************************** which I did on May 15th. Despite waiting for a month, I received no acknowledgment or response from the insurance company. On June 21st, I sent a follow-up email inquiring about the status of my claim, but I still received no response.It has now been 48 days since my initial submission, and I have yet to receive any communication from First Acceptance Insurance. I believe this lack of response may be a violation of ARS ******, which requires insurers to handle claims promptly and fairly, including acknowledging and acting on claims communications within 10 working days and completing investigations within ********************************************* resolving this matter.Thank you for your attention to this issue.Sincerely,*******************

  Business Response

  Date: 07/10/2024

  Dear *************************:
  
  This is in response to the complaint filed by *********************** regarding claim 22400361,with a loss date of February 9, 2024.  It was reported that Ms. ***** vehicle was rear ended by Basel Alkhaneeny. This claim was reported on February 9, 2024, by Basel Alkhaneeny.
  
  The claim was completed, and payments issued on April 24, 2024. A diminished value claim was presented. Our material damage department reviewed the demand, the damages, and finalized a range for our amount. In an attempt to settle in good faith, the offer was made at the highest amount of the range.  Ms. ***** responded that she would not accept our offer of $771.00 and countered at $5,840.00. At this time, our offer stands and we have attached our worksheet as to how it was determined. ************ has been advised to contact us when she is ready to finalize her payment.
  
  We regret that ************ has 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:07/03/2024

  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 signed up for roadside service with First Acceptance Insurance and I have called them twice to use the service and was told someone would be coming to help me multiple times, but no one ever came to help while i sat broke down on the side of the road for hours. The 1st time it was about 4 hrs. I called back 4 times during that time & was told each time that someone was coming. Finally the 4th phone call they just said WE'RE SORRY WE CAN'T FIND ANYONE TO HELP YOU RIGHT NOW, which is a lie. It was a Sat. @3pm when I called, & I was in *******, **** which is right between ******************* where there are dozens and dozens of places that provide roadside services. I made several calls myself to see if there were roadside services available & there were several that told me they could be there within the hour. The 1st time they did not send anyone to help me I ended up borrowing money and paying an uber driver to bring me gas where i was. I spent $30 on the Uber drivers ride to me and then had to give him $20 for a gas can, and $30 to bring me $10 in gas, so $80 total. The 2nd time it was a Tues. night @ 12am when i called them sitting on the side of the road in an unfamiliar area where there are no gas stations within 25 minutes of. It was pitch black out and extremely terrifying as a 5' 100 # woman broke down on the side of the road by myself. I called every hr for the next 4 hrs trying to find out what the problem was & why they hadn't sent anyone to help me yet, & they just said they were working on it each time & said someone would be coming soon, but no one ever came. While i was waiting i called several roadside ***************** were several available to assist me within the hour again. At almost 4am they finally called me back and said they found a provider who could get to me in 3-5 hours. i am on a dark back road in the middle of nowhere and this is unsafe and absolutely ridiculous.

  Business Response

  Date: 07/10/2024

  Dear **************:
  
  This letter is in response to the complaint filed by *********************.
  
  Ms. Bakers roadside assistance service is provided by Nationsafe Drivers (NSD).  Upon receipt of the filed complaint, we reached out to Nationsafe Drivers to let them know we received the complaint,provided a copy of the complaint, and asked them to contact ************** to address the complaints concerns.
  
  An email communication has been sent to ************** to acknowledge the receipt of her complaint and that we have shared her complaint with NSD and requested NSD follow up with ************** to address her concerns.  We have also provided ************** with a copy of her NSD contract that also provides NSDs contact information.
  
  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,
  ***************************
  Director, Legal Support Services
  *********************************************************
  ************
  
  cc: Compliance Analyst at *****************************************************

• Initial Complaint

  Date:06/29/2024

  Type:Sales and Advertising 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.

  August 6th 2023 my vehicle was involved in property damage, no fault of my own, and they originally contacted me once while I was working and couldnt answer. The adjuster never returned my voicemails or emails so by October I complained the first time to ***** which is where I purchased my car insurance from and they finally had someone reach out to take my recorded statement. Then absolutely no contact on their end until I complained again to **** and the Department of Insurance and at the end of January I was finally able to speak to my adjuster FOR THE FIRST TIME! Just so she could tell me she hadnt bothered to get the police report, I had to get it sent to her so I could get the necessary paperwork to finally take my car to the body shop. Now its been deemed a total loss but theyre basing the value of it from May 2024, not August 2023 at the time of the incident per GA law. They purposely stalled this process so they could settle with a very depreciated value for my car. I only had the car 8 months, I purchased it in January 2023 and Ive been dealing with this claim for almost 11 months now. I finally just accepted their offer to be done with it and sent them the signed title as well as the main key and I have not received anything regarding the settlement. They cant account for the 5-6 months they went with no contact, and even gave the body shop an incorrect email address wasting a week of their time. I think they should owe me more for the ***** months loss of use, and also Id like them to be responsible for all towing and storage because they gave me absolutely NO reason to show good faith in them, as much as they have ignored me.

  Customer Answer

  Date: 06/30/2024

  I dont know if I added, but I did accept the settlement but it was based on the value of my vehicle from May 2024, not August 2023 when the incident happened, as theyre required to do by GA law. And to initially be able to reach anyone was when I complained. They offered me $900 for loss of use but thats not even the cost of a rental vehicle each month. They have not explained to me why there are huge gaps in between their communication with me. Im attaching their response to my complaint with the department of insurance, but the date of the recorded statement is wrong, if you listen to it, it was done in October by a different adjuster, not *********************** my supposed adjuster who claims she took recorded statement in August, which is entirely untrue. And then the lack of communication until the end of January 2024! When I could have had my car in the body shop in November 2023 but *********************** never got the police report. I had to and send it to her. The value of my vehicle then would have been significantly higher than what they forced me to settle for. And then giving the body shop the wrong email contact and wasted a week of their time, which isnt my fault! They should not charge me for any towing or storage fees. I didnt release the vehicle at the time because they hadnt even sent me the total loss paperwork at the time, and within the entire ***** months of dealing with this claim and begging them to just help me just to be continually ignored, I have no more good faith to actually release it until I had something in writing. This whole situation seems borderline criminal, which is why Im reaching out to you as well, so more people can be aware of their business practices. 

  Business Response

  Date: 07/08/2024

  Dear *****************************:
  
  This is in response to the complaint filed by *********************.
  
  This claim was reported to our office on August 6, 2023.  After the coverage and liability investigation was completed, the claim was transferred to the ********************* on May 29, 2024.
  
  The total loss adjuster followed up with ************ on June 4, 2024, to go over the total loss process and set the total loss expectations and had to leave a message.  On June 13, 2024, the total loss adjuster, had to leave another message going over the total loss settlement and total loss process.  The total loss adjuster also explained that the vehicle was not released from the body shop and was accruing additional storage fees. The total loss adjuster explained we only owed reasonable charges and the total loss was subject to change if the vehicle was not released.
  
  On June 14, 2024, ************ stated she disagreed with the total loss settlement,and wanted to confirm her information was updated correctly.  The total loss adjuster advised all vehicle information updated correctly and advised ************ that she could send in any receipts for review or advise if there are any missed options, and we will review and update accordingly but could not guarantee an increase.  On June 18, 2024, the total loss adjuster followed up with ************ and reiterated the same information from June 13 and June 14, 2024, conversations.
  
  On June 21, 2024, the total loss adjuster followed up with ************ to reiterate the above and reviewed the total loss process again.  On June 28, 2024, the total loss adjuster confirmed the total loss paperwork had been sent in but was pending review,advised ************ of the same.  The total loss adjuster reiterated to ************ that as the vehicle still was not released,we could not issue the total loss payment until the completed and compliant total loss paperwork was received as well as possession of the vehicle, as ************ had agreed to the total loss settlement offer. 
  
  On July 2, 2024, it was confirmed the vehicle was picked up and the total loss paperwork was compliant.  A total loss payment and a loss of use payment was issued to ************ on July 2, 2024.
  
  
  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: (3)

• Initial Complaint

  Date:06/27/2024

  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.

  This insurance company was given a claim after an accident. I was in the at fault drivers vehicle with my child, both as passengers. My childs carseat was also involved in the accident, which now needs replaced. It has been 17 days since the accident. I was supplied with the claim number via text from First Acceptance Insurance. Two days after the accident, I reached out to the claims handler for an update. I was given the name and phone number for the total loss adjuster, and told I needed to speak with them. After hanging up and dialing the TLAs number, it was the wrong number and no longer in service. I have since called, emailed, and left voicemails with both claims adjusters and am being ignored. Every single call no matter the time of day is going directly to voicemail. All I want is a resolution and to be compensated for the carseat. I have emailed receipts as well as an email directly from the car seat manufacturer stating the car seat needs to be replaced to their claims email, and have yet to hear back.

  Business Response

  Date: 07/03/2024

  Dear *****************************:
  
  This is in response to the complaint filed by *******************.
  
  The claim was reported to First Acceptance Insurance Company (FAIC) on 06/10/2024 by the insured, *********************.
  
  The claims representative obtained a recorded statement from ************** on 06/12/2024.During the recorded statement, ************** confirmed the complainant, *******************,was a passenger in her vehicle at the time of the loss along with two minor passengers. There was no mention of any injuries to any passengers in the vehicle and no mention of any damage to a car seat during this recorded statement.
  
  On 6/17/2024, the claims representative received a call from ************** advising she wanted to discuss possibly replacing her childs damaged car seat. The claims representative provided the contact information for the total loss adjuster assigned to the claim for resolution.
  
  On 6/28/2024, we received this notice regarding Ms. ****** issue with receiving an update on her car seat replacement request.
  
  Upon review of the complaint, it appears ************** was unable to reach the assigned total loss adjuster due to having the wrong contact information.
  
  On 6/28/2024, the claims representative contacted ************** to discuss her receipts and next steps for payment.
  
  On 7/1/2024, the claims representative spoke to ************** to confirm receipt of her documents for her car seat replacement request. An electronic payment was issued to ************** for the reimbursement of the cost to replace the damaged car seat.
  
  On 07/2/2024, we received confirmation that ************** successfully received the electronic payment for her car seat replacement.
  
  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 *****************************************************

• Initial Complaint

  Date:06/21/2024

  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.

  I had car insurance with First Acceptance. On 5/4/24 I received a notice that they did not receive my payment.It is not the first time I have received a similar notice. I called them in attempt to resolve. They cancelled my policy on 5/13/24, even though I sent bank information that the payment was sent. I asked to speak with a supervisor many times for a week. They put in an order and was to be called back. I did not receive any info until 5/23/24. Unfortunately my car was hit by a deer on 5/18/24. I assumed that since I had not heard from them thaty they either found the payment or would help me resolve issue. Neither of which happened. My acct # was 41 CSPA *********

  Business Response

  Date: 06/28/2024

  Dear **************:
  
  This is in response to the complaint filed by *********************.
  
  Regarding the complaint about unresponsiveness to calls regarding the cancellation of policy CSPA ****** following a payment, our investigation into Ms. ****** policy and complaint revealed that she spoke with a total of 22 customer service representatives, all of whom attempted to address her concerns about the missing payment.
  
  ************** initially contacted First Acceptance Insurance regarding a non-payment cancellation notice she received on May 4, 2024. She was informed that a payment of $73.86 was due by May 13, 2024. ************** responded that she had made a payment of $75.19 on ***** 22, 2024. However, she was informed that the last payment received was on March 21, 2024, and no payment for ***** had been received. ************** said she would follow up later. On May 10, 2024, ************** called customer service to inquire about her bill.
  
  From May 16th onwards, ************** contacted customer service five times and received two additional outbound calls from representatives regarding the missing payments. She was requested to submit bank statements.
  
  On May 18, 2024, bank statements and a letter explaining a bill payment were received. The bank statements showed ************** had initiated a bill payment from her bank on ***** 16, 2024, which had been mailed but not received by First Acceptance Insurance. The bank provided instructions for a stop payment and refund process. ************** also mentioned her vehicle had been hit by a deer on May 18th.
  
  On May 22nd, two calls were placed to Ms. ***** from the customer service team, advising her to contact the bank to process a stop payment since First Acceptance had still not received the payment.
  
  Ms. ***** contacted customer service on May 13th to inquire about a refund for a payment made, but First Acceptance had no record of the payment or a refund due. Again, the last monthly payment received on policy CSPA-****** was in the month of March.
  
   We strive to provide efficient and satisfactory service to all our customers, and we regret any confusion or inconvenience caused by the payment process for Ms. ****** policy. We appreciate the opportunity to address her concerns. Our leadership team is committed to resolving any issues promptly and ensuring a positive experience for all our customers. Thank you for bringing this to our attention.
  

  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,
  ******************************
  Manager, Call Center
  **************************
  **************************************************

  
  

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21881728
  
  I am rejecting this response because: In at least 5 of these phone calls I requested to speak with a Supervisor. At that point I was told they would put in a "ticket" and would receive a call within 48 hours. At that time my insurance had been cancelled, which no one informed me. There are 2 reasons why I did not stop payment, #1 I am retired and could not afford to make two payments, #2 I feared that if I stopped payment they then would find but could not process. Neither of these issues had been addressed. I have been advised to report this incidence to PA Insurance department, which I did yesterday. If there is a payment dispute this should be addressed by them quickly, I attempted to address quickly. I trusted they would find payment as I knew payment was made. This has caused me great anxiety and loss of funds. I also find it worrisome that the company does not send emails or chat online. I have no record of communication, only they do as they only accept phone calls.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/22/2024

  Dear **************:
  
  This is in response to the follow up complaint filed by *********************.
  
  ************** initially contacted First Acceptance Insurance regarding a non-payment cancellation notice she received on May 4, 2024. She was informed that a payment of $73.86 was due by May 13, 2024. ************** responded that she had made a payment of $75.19 on April 22, 2024. However, she was informed that the last payment received was on March 21, 2024.
  
  From May 16th forward, ************** had multiple conversations with FAIC customer service representatives and supervisors had reached out to **************.  We agree ************** provided documentation of the payment withdrawn from her bank account payable to **********************, not First Acceptance Insurance.  Based on the information provided, First Acceptance searched the payments received during from the date of the withdrawal forward without success. 
  
  Should ************** provide proof by the form of a cancelled check for the April 22, 2024, payment verifying First Acceptance Insurance Company received the payment, we will research further.
  
  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,
  
  ******************************
  Manager, Call Center
  **************************
  **************************************************
  

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21881728
  
  I am rejecting this response because: I have been in touch with my bank. Once a check is cancelled they are not able to give me a copy. I believe the insurance company would be aware of this. Because they will not accept bank statements as they had asked for, I am unable to prove payment was sent. Since then I have been under extreme hardship. I am retired and on a limited income. The car was hit by a deer and totaled within days of their canceling. I was under the impression at that time the payment would be found and we could proceed. As it is now, I am paying for a car that can not be driven. They did not inform me of actual cancellation til 5-23, the car was totaled 5-18. I believe as a senior I may be taking advantage of and have now been in touch with the Commonwealth of PA to help resolve this. It seems to me I may need a lawyer, which will cost them more as I will be using for being wronged and also the hardship they have put me through. I could prove to them that I always pay my bills. I use Credit Karma and they show I have not missed any payments in almost 10 years. Why would I just not pay them. I could not afford to make a double payment as they suggested.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/21/2024

  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 have paid monthly 260 plus for Car insurance since January 1 2024 My car been in a accident and I've been calling the insurance company for weeks. I file a claim online and have talk to 1 person and since then they have not returned my phone calls and never responded to nothing. I call everyday and only get voicemails. Then I call from a different number they pick straight up! And told me it's pending. My car is total and I've been missing work.

  Business Response

  Date: 06/27/2024

  Dear *****************************:
  
  This is in response to the complaint filed by ***************************.
  
  The claim reported to our office on June 10, 2024 by the complainant.
  
  Our claims representative obtained a recorded statement with the complainant on June 10, 2024. Once the recorded statement was complete our assigned adjuster explained the claims process. The complainant advised during the statement that he was not driving during loss,his girlfriend *********************** was driving his vehicle, he was not present at the time of the loss. The complainant confirmed that Ms. ******** had his permission to use his vehicle at the time of the loss and that she drives the vehicle on average three times a week. The complainant was informed by our claims representative that there may not be coverage for this loss due to his girlfriends regular use of his vehicle as an unlisted driver on his policy.The complainant was informed we needed a recorded statement from the unlisted driver Ms. ******** to complete the pending coverage and liability investigation. The complainant was advised of his duty to mitigate his damages while we investigate the claim.
  
  Our claims representative obtained a recorded statement with the unlisted driver *********************** on June 11, 2024. During the statement Ms. ******** confirmed how the loss occurred and she confirmed that she drives the complainants vehicle on average two to three times each week. Based upon the statement provided by Ms. ******** it was determined her actions caused the loss to occur and she would be responsible for the accident.
  
  Our claims representative spoke to the complainant on June 13, 2024, to advise based upon the recorded statements provided by the complainant and Ms. ******** a formal coverage review was sent to confirm whether his policy will cover this loss.
  
  On June 13, 2024, our claims representative informed the insured once the coverage review was complete, he will contact the insured with the final coverage decision. The complainant was informed the coverage review can take several business days for management review for a final coverage decision.
  
  The complainant was provided with a formal coverage reservation of rights letter explaining the reason for the claim delay is due to the use of the vehicle by Ms. ******** and our right to fully investigation his policy coverage.
  
  On June 19, 2024, the claims representative spoke to the complainant to advise his claim is under review for a final coverage decision.
  
  On June 21, 2024, the final coverage decision was made. Based upon the policy provisions, there was no coverage for this loss due to Ms. ******** regular use of the complainants vehicle, the complainant failed to add Ms. ******** to his policy as a regular driver for policy coverage.
  
  On June 21, 2024, our claims representative contacted the complainant to verify his earlier recorded statement regarding the regular use of his vehicle by Ms. ********* the complainant then stated his misspoke during his recorded statement to advise Ms. ******** had only used his vehicle 2 times, once in March and once on the date of the loss. The complainant was informed that Ms. ******** gave a statement confirming her regular use of the complainants vehicle and using the complainants vehicle two or more times during the ninety days leading up to the date of loss is defined as regular use of the complainants vehicle, our coverage denial would remain. 
  
  On June 24, 2024, formal denial letters were drafted and sent to the complainant and all associated parties via mail.
  
  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: (3) 
  

• Initial Complaint

  Date:05/29/2024

  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.

  Company constantly changes date when insurance is due so they can either collect 20$ late fee, or spuriously claim that they have to start a new policy and collect a new down payment plus raise the premium. Its impossible to log into your online account OR to contact anyone responsible - they transfer you around endlessly, also try and charge you extra fees to pay premium online, after being unable to log into online account due to constant errors. It appears they prey on Senior citizens and are involved in VERY SHADY and questionable business practices- I would encourage others NOT to use this insurance company, despite the advertised prices- THIS IS A PREDATORY COMPANY!!

  Business Response

  Date: 06/04/2024

  Dear *************************
  
  This letter is in response to the complaint filed by *********************** regarding her automobile insurance policy payment due dates.
  
  On February 5, 2024, ************ completed an application for an automobile insurance policy with First Acceptance Insurance via the website. On the application completed by ************, there was an installment payment scheduled due date included in the paperwork.  ************ submitted monthly payments.
  
  On April 13, 2024, an invoice was sent to ************ advising her of the next monthly premium payment in the amount of $78.08 due on April 20, 2024. The notice stated that if payment was not received by the due date, then a $5.00 late fee will be charged and a $20.00 reinstatement fee charged if received after the April 29, 2024, cancellation date.  Payment was received on May 4,2024.
  
  For Ms. ***** automobile policy, payments made after the due date will result in a late fee charge and payments made after the cancellation date will result in a reinstatement fee charge.  Additionally, a No Loss Statement is required for reinstatements verifying there were no accidents between the effective date of cancellation and when the policy is reinstated. If the No Loss Statement is not signed by the insured, then a lapse in coverage occurs.  During the policy term, if a payment is late or has a lapse in coverage this would modify the payment due date.
  
  Currently, the insurance policy for ************ is active.
  
  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,
  *****************************
  Underwriting Director
  **************************
  ***************************************************
  
  cc:Compliance Analyst at *****************************************************

  Customer Answer

  Date: 06/14/2024

  The business response is not truthful nor accurate, They advised my policy was invalid and they needed to start another one/ and charge me yet another down payment. 
  This is a predatory company, I have notified all the seniors in my seniors organization NOT to use this company due to the lies and opportunistic money grubbing theft they commit. 
  I will pursue this in civil court if they continue to blatantly lie about this matter, and will make other senior citizens aware that this company does NOT have their best interests in mind, and will make bogus excuses and lie about their practices. 

• Initial Complaint

  Date:04/19/2024

  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.

  I called customer service from the car dealership 4/5/24 telling them I no longer wanted their services and wanted to cancel immediately. I was sent an email to fill out and send back which I did the same day. I then was contacted 4/11/24 saying they needed additional information. I provided said information and asked when I would receive a refund. I was told to contact customer service which I did. I immediately asked to speak with a supervisor on 4/12/24. It is now 4/19/24 and have yet to get a call or email back.

  Business Response

  Date: 04/24/2024

  Dear *****************************:
  
  This is in response to the complaint filed by *****************************.
  
  On April 22, 2024, a representative with First Acceptance Insurance Companys **************** leadership team spoke with the insured, *********************************. **************** stated she submitted the cancellation request with her agent, Acceptance Insurance, but misspelled acceptance in the email address when returning her request to cancel communication. **************** stated she was upset because her Acceptance Insurance agent failed to inform her of not receiving the initial cancellation request.  The Acceptance Insurance agent asked **************** to send the request to cancel again. When the cancellation was submitted to First Acceptance Insurance Company, the effective date of cancellation was dated effective April 11th, 2024.  Per the insured, the Acceptance Insurance agent stated the cancellation would not process effective April 5th, as originally requested but would process effective April 11th, the date of the second request.
  
  The First Acceptance Insurance Companys **************** Leader, spoke with ****************, and asked she forward the original request from April 5th. They assured **************** that they would investigate the matter further to ensure that the cancellation request was processed correctly and in a timely manner. Once **************** provided the request, the policy was cancelled effective April 5th, 2024, as requested.
  
  The premium refund of $141.86 has been applied to the bank card **************** used to make the initial down payment.
  
  First Acceptance Insurance Company strives to provide efficient and satisfactory service to all our customers, and we regret any confusion or inconvenience caused by the cancellation process for ******************** policy. We appreciate the opportunity to address her concerns and ensure her policy was successfully cancelled for the requested date. Our leadership team is committed to resolving any issues promptly and ensuring a positive experience for all our customers. Thank you for bringing this to our attention.
  
  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,
  ******************************
  Manager, Call Center
  **************************
  **************************************************
  
  cc:Compliance Analyst at *****************************************************

  Customer Answer

  Date: 04/24/2024

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