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Business Profile

Auto Insurance

Stokes & Associates - American Family Insurance

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Insurance.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/15/2024

    Type:Order Issues
    Status:
    Answered
    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.
    American Family has a program, DriveMyWay, in which they claim to record trips to 1) set rates and 2) give discounts. Their application fails to record properly. We are infrequent drivers and are harassed ENDLESSLY from their office to record a drive. My spouse and I drive together (1 driver, 1 passenger) nearly everywhere we go. I cannot discontinue the program because their faulty application has now established a score for me that cannot be eliminated by opting-out of the program, as they disclaim this. Essentially, I would have a permanently lower rate because THEY developed an application that clearly contains bugs. I've complained to them directly several times without resolve. Is this even legal? It feels like discrimination at worst, shady business practice at best. My recorded drives keep deleting. My wife, who rarely drives, has provided proof to them but they continue to insist we are not recording our drives. I won't allow a business to track me in spaces where they have no business. They do not need to know where I go as a passenger or where I walk or anything else. They insure a single automobile for me, so their interest begins and ends with the item they are insuring. I'm happy to get an attorney if I have to.

    Business Response

    Date: 11/21/2024

    November 21, 2024

    BBB of Wisconsin

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

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

    RE: Complaint File Name: ******** ********:

    Thank you for making us aware of the comments from ******** ********. It is a company goal to provide the best possible service to our customers. I have asked the appropriate department to research the concerns and respond directly to ******** ******** by December 2, 2024.

    To protect our customers' privacy, ******************************************************************** Company will not provide a copy of our response to the Better Business Bureau.

    Sincerely,


    Consumer Affairs Department
    **********************************

Stokes & Associates - American Family Insurance is NOT a BBB Accredited Business.

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