Complaints

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

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  Acuity, a Mutual Insurance Company

  2800 S Taylor Dr Sheboygan, WI 53081-8474

  
• 

  Acuity, a Mutual Insurance Company

  PO Box 58 Sheboygan, WI 53082-0058

  

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

• Initial Complaint

  Date:09/04/2024

  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.

  My wife was rear ended by a semi truck on July 24th who carried Acuity insurance. Clearly, it was his fault as my wife was stopped at a stop sign. Our claim number is SM8840. We are dealing with ********************* and ********************* who are both incompetent. We have not been able to resolve it. They offered us $10,000 to total our car yet the comparable car is $16,000 on Autotrader.com. They have not offered us any compensation for the inconvenience and lost wages for my wife. They took their sweet time to get us a car rental and now we are having to check on the car rental every week to make sure it has been extended for another week. They are actually costing the company more money while they just sit on their a** It has been more than a month now. Our belongings in the car got damaged due to the rain water getting in. This is ridiculous. I hope the semi truck company owner knows that he is just accruing more costs due to his insurance company. Paying for rental and storage for the totaled car. We need this resolved as soon as possible and fairly.

  

  Business Response

  Date: 09/05/2024

  Hello, and thank you for your feedback, Feroze.
  
  If you'd like to discuss your specific situation in greater detail please email me with the claim number at *************************************.
  
  Thank you, Acuity Customer Care Team.

  Customer Answer

  Date: 09/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This is ridiculous, you are giving me an email to reach out to resolve my issue. I have been talking to *****/**** with Acuity who haven't resolved our issue at all. This is pathetic customer service. 
  
  Regards,
  
  Feroze Baderuddin

  

  Business Response

  Date: 09/05/2024

  Thank you for the feedback, Feroze. Please do contact us if you would like to discuss further. 

  Customer Answer

  Date: 09/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Clearly you are not trying to resolve the matter because if that was the case then it would have been but just continue to ask me to email you when I have told you that I have emailed your agents a 1000 times already. Ask ********************* and ********************* for more information. This has been going on since 7/24/2024. 
  
  Regards,
  
  Feroze Baderuddin

  

  Business Response

  Date: 09/05/2024

  Thank you, ******. If you change your mind, please feel free to email us. 

  Customer Answer

  Date: 09/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear 

  change my mind ? To what that I accept that someone you ensure rear ended my wife and now you dont want to pay. Pretty sure you are charging the company a premium to insure their semi truck.  Scammers !!!! 

  
  Regards,
  
  Feroze Baderuddin

• Initial Complaint

  Date:08/14/2024

  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.

  My car was rear ended by a semi truck insured by Acuity on 7/24. They were first going to fix it and then they were going to total it. Its 8/14/2024 and we are still trying to find a resolution. i have sent the adjuster that it is a clean title and bill of sale which both state the title is clean. My wife has lost wages and we are dealing with this c*** for so long. They need to hire people who know what they are doing. My claim number is SM8840.

  

  Business Response

  Date: 08/14/2024

  Thank you for your feedback, Feroze.
  If you'd like to discuss your specific situation in greater detail please contact your independent insurance agent, with your policy number. **************************************************.
  
  Thank you, Acuity Customer Care Team.

• 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.

  Acuity is the insurer for the *************************** for the building located at **********************. This happens to be the building I live in. The building sustained water damage over this past winter, which prompted the board to engage a restoration contractor to complete repairs The repairs needed involved completely removing the wall coverings from all exterior walls. This meant that all residents needed to leave their homes and find other, temporary living arrangements. Almost all residents moved out back in March or early April of 2024. I personally moved out of my unit on March 20th, 2024. When we moved out, we were given a timeline of 4-6months for repairs to be completed. Based on the feedback we've received from the *********** and the restoration contractor, it appears that Acuity Insurance is stalling the process of completing the building repairs. This is causing the building residents to have to continue their temporary living arrangements longer than anticipated.To be clear, I am not personally represented by Acuity - the condo association is. I am just a concerned resident that wants my home back, and there are 39 other homeowners in the same building that I'm sure feel the same way. I am frustrated that Acuity is attempting to hold up the process of getting our homes repaired by stalling the contractor our association has hired. The loss of use of our homes is a major concern, and it seems like Acuity has no concern whatsoever.

  

  Business Response

  Date: 07/30/2024

  Thank you for your feedback, ****. Every policy at Acuity is unique to each customer and is based on a large variety of factors.
  
  If you'd like to discuss your specific situation in greater detail please contact your independent insurance agent, with the claim number. If you do not know your agent you can login to the website, or search here: www.acuity.com/find-an-agent.
  
  Thank you, Acuity ************* Team.

• 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.

  They are trying to charge me over $300 after cancelling, for which I cancelled because I was being well overcharged. There is no cancellation fee.They literally even told me my exposure was less in an email and somehow decided that my rate should have been 75% higher after that. I sent a letter disputing the charge, and they continue to send collections notices even though I have stated that I'm not paying a corrupt charge. Stop sending letters and pay attention to the mail you get and stop trying to fleece departing customers. Lower risk doesn't equal higher premium, but that's the math they did.

  

  Business Response

  Date: 07/30/2024

  Thank you for your feedback, ****. Every policy at Acuity is unique to each customer and is based on a large variety of factors.
  
  If you'd like to discuss your specific situation in greater detail please contact your independent insurance agent, with your policy number. If you do not know your agent you can login to the website, or search here: www.acuity.com/find-an-agent.
  
  Thank you, Acuity ************* Team.

  Customer Answer

  Date: 07/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I already did that. My agent is half the reason I cancelled, she's no better. 

  Regards,
  
  *******************

  

  Business Response

  Date: 07/30/2024

  Hello again, and thank you for your feedback, ****.
  
  If you'd like to discuss your specific situation in greater detail please email me with the policy number at *************************************.
  
  Thank you, Acuity ************* Team.

• Initial Complaint

  Date:07/11/2024

  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.

  My vehicle was in a incident with a driver who is insured by Acuity. The police where called and I was found not a fault. It has been almost a month and Acuity has not responded to my insurance company or to my calls in regards to the claim. We have been told the adjuster was on vacation twice and they are aware of the claim but that was it. My deductible is outrageous and the driver that caused the wreck was at fault

  

  Business Response

  Date: 07/11/2024

  Hello, and thank you for your feedback. If you'd like to discuss your specific situation in greater detail please email me with the claim number at ************************************** Thank you, Acuity ************* Team.

• Initial Complaint

  Date:06/26/2024

  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 in a car accident in 5/24/24 the driver a smiled he was at fault and stated he did not secure the load properly, and he was sorry. The driver then stated the company will pay for everything. The police were called and a report was made, and the driver of the truck was at fault. I called the insurance they first lied to me stating they did not have insurance then they have taken over a month to get in touch with me about repairs for my new car. I called the insurance company and The adjuster-***** refused to talk to me or answer questions. I ended the call, after the adjuster tried to tell me to shut up and listen. The adjuster-***** then called back and stated that the report did not say the other driver was at fault and proceeded to argue and yell at me and talk to me as if I was a kid. I requested a new adjuster and she said Im not giving you anything your going to cooperate with me. Again I ended the call, and realized I have to go over this ladies head. I want my car fixed right now and a new adjuster.

  

  Business Response

  Date: 06/27/2024

  Thank you for your feedback. Every policy at Acuity is unique to each customer and is based on
  a large variety of factors.
  
  If you'd like to discuss your specific situation in greater detail please contact your independent insurance agent, with your policy number. If you do not know your agent you can login to the website, or search here: www.acuity.com/find-an-agent.
  
  Thank you, Acuity ************* Team.

• Initial Complaint

  Date:05/24/2024

  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.

  Acuity claims **** is dragging their feet on a windshield claim. Its been over week and 0 progress. Claims rep never answers my calls.

  

  Business Response

  Date: 05/24/2024

  
  Thank you for your feedback. Every policy at Acuity is unique to each customer and is based on a large variety of factors.If you'd like to discuss your specific situation in greater detail please contact your independent insurance agent, with your policy number. If you do not know your agent you can login to the website, or search here: www.acuity.com/find-an-agent.Thank you, Acuity ************* Team.

• Initial Complaint

  Date:05/02/2024

  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 personally witnessed that an insurance company views a policyholder as valuable until the policyholder files a claim... This was my experience with Acuity Insurance... after filing a claim with Acuity Ins on numerous occasions between May - September 2023, regarding water/fungus infiltration, that occurred in 2023 related to the Illinois deluge, which was later declared a Federal Disaster, unbeknownst to me, Acuity Insurance began an investigation under the pretense 'bringing in another adjustor' who insisted on recording and asking questions totally 'unrelated to the water infiltration of the 2023 Federal Disaster.Acuity Insurance went on to harass me with threats from its legal team and subsequently denied my claim for coverage, stating I did not supply them with the rental management I hired in 2019... That has absolutely nothing to do with the deluge of water that infiltrated by home in 2023!! This also can be looked at as a case of Redlining - I'm offended that they accepted my premium but defrauded me out of the Rights of my coverage!!Never Be Defrauded By Your Insurance Carrier!!**

  

  Business Response

  Date: 05/04/2024

  Thank you for your feedback, La. Every policy at Acuity is unique to each customer and is based on
  a large variety of factors.
  
  If you'd like to discuss your specific situation in greater detail please contact your independent insurance agent, with your policy number. If you do not know your agent you can login to the website, or search here: www.acuity.com/find-an-agent.
  
  Thank you, Acuity ************* Team.

• Initial Complaint

  Date:04/28/2024

  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.

  On January 16th, we reached out to ********************* of **************** LLC; the broker for Acuity. We asked why our rate increased by $78. We were told that based on a previous audit that we filled out, they raised our rates for hardwood flooring being installed. 2% of Rice Flooring's work is hardwood. At this point, we decided to cancel our insurance with **************** - Acuity. The representative, *********************, clearly tried to keep our business but the savings was too great by switching to another company. We moved forward with cancelling the policy and there was no mention by **************** of any fees, future audits, etc. that could be incurred from canceling. He asked his secretary on Jan. 17 to send over the Docu Sign email for cancellation. My wife signed it on January 19th and we were sent documentation that the policy had been canceled. Based on us no longer being a customer of ********************** or ****************, LLC, we expected no future correspondence from them. Acuity then sent an audit after we had already cancelled claiming it was due to our "short policy" being cancelled. We were NEVER made aware that we had any type of short policy and feel that this is verbiage being used to simply charge people money after they no longer want to do business with Acuity. Given that we were no longer a customer, their seemed no reason to complete the audit paperwork. They stated that non-compliance of the audit paperwork could result in a surcharge (very vague) and said, and/OR cancellation of my policy. Since my POLICY WAS ALREADY CANCELLED, it seemed as if this was just a way to be mad that I cancelled and a SCAM to charge me additional monies. I have always filled out audit paperwork DURING MY TIME AS A CUSTOMER. No additional charges were ever charged, so why now? Because, they want to PUNISH THE SMALL BUSINESS MAN, and CHARGE BOGUS CHARGES AFTER CANCELLATION. They are simply making up their own rules. I want them to send notification in writing that I owe $0.

  

  Business Response

  Date: 04/28/2024

  Hello, and thank you for your feedback.
  
  If you'd like to discuss your specific situation in greater detail please email me with the policy number at *************************************.
  
  Thank you, Acuity ************* Team.

  Customer Answer

  Date: 05/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  They asked for the policy number which is referenced in my ORIGINAL complaint. Again, it is ZD3881. 

  I want it in WRITING that I owe them $0.00 and they will contact me no further as it is borderline harassments asking for information AFTER canceling a policy. I prefer all correspondence in writing as they are very unreliable.
  
  Regards,
  
  *****************

  

  Business Response

  Date: 05/04/2024

  Thank you for the additional information. 

• Initial Complaint

  Date:03/17/2024

  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.

  on 002/24/2024 wife had car accident. Took car to browns body shop estiment was. $ ******** Ins is Acuity Mutual representative. *************************** ph.# ********************. car is a total loss ******* offered $17281.76 for settlement. He has never seen the car he is using ****** miles on our car and comparing it to other high mile vehicles when in fact our car has ***** miles on it.The local ***** dealer printed out a car fax of car with $26270 actual value. And Routeone JD power value of $26200. I have forwarded this info to ******* with no reply .We have several unanswered calls and emails. we have also reached out to manager ********************* with no response. *************************** ph#************ email claims@ acuity.com ********************* ************ ext. 1618 claim #sh5107

  

  Business Response

  Date: 03/18/2024

  Thank you for sharing your recent claims experience, ***. Your feedback is very important to us. Please contact your local independent agent with your claim or policy number for further assistance. If you do not know your agent you can login to the website, or search here: www.acuity.com/find-an-agent.
  
  Thank you. Acuity ************* Team.