Complaints

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:05/12/2025

  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.

  For over 27 years, my husband entrusted our agent to manage our insurance policies. In March 2016, ******* suggested that ****** become our new provider. They were expensive, over $10,000, for which he reaped the monetary benefit. We understand that agents provide guidance and advice for clients, including reviewing our policies annually. Unfortunately, we were not informed or updated about the options available. ******* never advised us of the Original Equipment Manufacturer endorsement and its availability, nor did we know that such an endorsement existed.I had some damage to my 2022 ********. Two years and 8 months old with ****** miles. The first appraisal included the original parts and totaled $6,296. The adjuster requested an additional estimate as we did NOT have the *** endorsement. The second appraisal, $3,182, included installation of aftermarket alternatives, denying any *** equipment. A difference of $3,114, which I will have to pay for original parts. This was very unexpected and disappointing news. A certified letter was sent to the agent on April 8 outlining the issues and requesting reimbursement for *** parts. We asked ******* to respond within 10 days, but to no avail. His failure to communicate, inform effectively, and neglect, he failed to recommend *** or any additional benefits. The ****** adjusters contacted would not agree to using *** parts despite my low miles and length of ownership.Our new agent urged us to add the *** endorsement at $140. The recommendation was added within a week of our 3/15 renewal. The decision was easy as ***** and I owned or leased many luxury cars - three ******** and three BMWs, two *****, and a ****** 350Z. Since 2005, annual monthly mileage has ranged from 435 to 545. Owned for 39 months, 10 to 20 years.I bought a reliable ********, confident that my consistently low mileage and my diligent maintenance will benefit me for years to come. *** parts are essential for longevity and my ownership history.

  Business Response

  Date: 05/19/2025

  An auto claim was filed on behalf of the former insured. Her policy offered to pay for the parts needed to repair the damage that was caused. Apparently, the insured preferred more expensive parts that were not covered by her policy. The agent is not responsible for the added expense of the more expensive parts. In her complaint, she misstates that the cost of their insurance was over $10,000. It was actually $3888.10. 

  Customer Answer

  Date: 05/19/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23316647, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  As I have stated Brennan Insurance Agency misrepresented Safeco. They never advised we purchase the OEM endorsement. Having beenrepreseted by Brennan for over 27 years, it is the resposibility of the agency to advise. Without the endorsement they misrepresented their responsibilities to us. So, I do not believe I sould be responsible for the additional cot for OEM parts.

   I have been unable to contact Safeco as there is no information available online. I am in the process of completing an email to the representative for customer complaints of Liberty Mutual, the parent company. Phone calls go to a message center which connects me with my current agent. 

  The estimate for atermarket prices does not ensure that my car will be as originally maufactured. I am available with any additional documents you may need.
  
  
  
  Regards,
  
  
  
  Linda Rice

  Business Response

  Date: 06/12/2025

  The phone number for Safeco is # 877-566-6001. I don't know who handles complaints for the company so she will need to inquire.

  Customer Answer

  Date: 06/12/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23316647, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  After viewing the second response, I do not believe it relates to the agency's responsibility for their failure to provide endorsements previously part of our Chubb policies. I would like a history of our insurance coverage going back to 2000 to fully understand our history. 

  The business owner will not talk with me and has asked that I communicate with him via email, or contact Safeco and our current agent. In no way has Charley accepted responsibility for his blatant error. In addition, his lack of respect for our continued business for over 25 years.

  I maintain a history of my recent communications relative to our experiences with the agency, should I have a need for future reference. 
  

  Regards,
  
  
  
  Linda Rice