Business Profile

Insurance Companies

Acuity, a Mutual Insurance Company

Complaints

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

Customer Complaints Summary

30 total complaints in the last 3 years.
14 complaints closed in the last 12 months.

If you've experienced an issue

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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:02/26/2024
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.
On January 2nd, of this year, 2024, I was involved in an accident with a semi truck driver insured by Acuity. This accident was clearly and solely due to the negligence of the truck driver. The officer on scene immediately said it was obviously his fault. The accident report clearly shows him at fault. Yet, somehow his insurance, Acuity, is denying my claim. They told me "based on what their insured has told them", they will not be paying anything. They are going solely on word of mouth, while I have the accident report, pictures, and all the evidence needed stating he was clearly at fault. When I emailed them to speak about this I received no response. When I called the claims agent, and then her manager, I got their voice-mail. I did receive a voice-mail back stating the same thing, based on what their insured has told them, they simply won't be paying. This accident has been extremely traumatic for me. I panic when driving, especially anywhere near a semi truck. I have spent countless hours on the phone and through email regarding this accident that could have been spent with my high need children. I have preexisting medical conditions that the stress of this has made worse. This company has been rude, and in my opinion is practicing bad faith insurance. Denying claims with no proof or evidence. I am extremely disappointed. I am simply trying to be refunded for the costs I have incurred due to an accident that was not my fault. I hope we may amicably come to a resolution on this matter, and that noone else has to deal with the same stress and poor customer service that I have. Thank you.
Business Response
Date: 02/26/2024
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.
Customer Answer
Date: 02/29/2024
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.

As requested by Acuity, I have emailed their customer care team. I have provided the invoices to show costs I have incurred due to this matter, and requested to be refunded for those costs I have incurred, in addition to stating my complaints. I have offered to provide any evidence they may need as well. At this time nothing has been resolved or addressed. I will await their response and update accordingly.

Regards,

*******************************
Business Response
Date: 02/29/2024
Thank you, *******. We have received your email and will have the appropriate team review.

Acuity ************* Team.
Customer Answer
Date: 03/04/2024
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 am still awaiting a response from the customer care team at **********************. As of today I have not received anything from them.

Regards,

*******************************
Business Response
Date: 03/04/2024
Thank you, *******. Our team is reviewing your correspondence.
Customer Answer
Date: 03/13/2024
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 am still awaiting a response from Acuitys customer care team. As of this time I have not heard from them in any matter.

Regards,

*******************************
Business Response
Date: 03/13/2024
Thank you for the information, *******. I will follow up with our team.
Customer Answer
Date: 03/21/2024
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 still have not received any follow up or response from Acuitys customer care team in regards to my complaint.

Regards,

*******************************
Business Response
Date: 04/10/2024
Thank you for the follow up, *******.
Customer Answer
Date: 04/11/2024
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.

Still have not received any correspondence from customer care team at **********************.

Regards,

*******************************
Business Response
Date: 04/11/2024
Thank you for the additional information, *******.
Initial Complaint
Date:02/23/2024
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.
Oct 12, 2023 a guy with H323230**3538313335**H insurance hit a pole and then my car. I went to them to get my car fixed. I was sitting at a light when my car was hit. They denied my claim. I had to call them over 10 times to even get a response from them. I had to speak to a supervisor, and that supervisor was on the phone when I talked to her. I don&#**;t understand how they can deny a claim when a car is hit when it is sitting still. I have a police report from the accident. It states that I was a fixed object. The case number the other driver has is SE4150. He was driver an 18-*******.
Business Response
Date: 02/23/2024
Thank you for sharing your recent claims experience, ******. Your feedback is very important to us. Please contact the local independent agent with the claim 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.

Customer Answer
Date: 02/23/2024
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 just spoke with ****** in claims, Whom informed the claim was denied and they stand by their decision. My car was at a light at a stand still until the light turned, They are responsible to fix my car and are refusing
[Please type your response here.]

Regards,

*************************
Business Response
Date: 02/23/2024
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.
Customer Answer
Date: 02/23/2024
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.

[Please type your response here.]

Regards,

*************************
Customer Answer
Date: 02/23/2024
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.

[Please type your response here.]
The company can contact me. I contacted the company and got no resolution, As informed in the previous response.
Regards,

*************************
Business Response
Date: 02/23/2024
Hello again, ******.

If you'd like to discuss your specific situation in greater detail please email me at *************************************.

Thank you, Acuity ************* Team.
Customer Answer
Date: 02/26/2024
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.

[Please type your response here.]
I reached out to this company with no help with the issue at hand
Regards,

*************************
Business Response
Date: 02/26/2024
Hello, ******.

Please email me at ************************************* for further assistance.

Thank you, Acuity ************* Team.
Customer Answer
Date: 02/26/2024
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.

[Please type your response here.]

Regards,

*************************
Customer Answer
Date: 02/26/2024
Hello, Ive sent several response to reaching out to the insurance company when I spoke with claims, They *********** was sticking to not paying for the damages of my car, A truck driver whom was insured with the company whom caused the accident
Initial Complaint
Date:02/22/2024
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.
This insurance company keeps sending me bills and they say they are going to send me to collections for $852.I signed a cancellation document in October and there is no cancellation fee I read my entire policy and there is no cancellation fee in writing. I paid monthly on time and then in October I cancelled with them. Then they sent me a bill for $852 and keep threatening me with collections
Business Response
Date: 02/23/2024
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: 02/23/2024
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.

Thats not a response.

Regards,

*************************
Customer Answer
Date: 02/23/2024
Policy Number:
ZR5390
Business Response
Date: 02/23/2024
Hello, and thank you again for your feedback *******.

If you'd like to discuss your specific situation in greater detail please email me at *************************************.

Thank you, Acuity ************* Team.
Initial Complaint
Date:01/22/2024
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.
This Insurance company with Continental Casualty provides insurance for ******************** of ******* Arbor in ****** *********. We had 74% rate hike in last two years with no reason. We do not live in a weather related state like ******* or **********. Average rate increase for five years in my state is 10 % . This rate increase is unfair and needs to be corrected.
Business Response
Date: 01/23/2024
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:08/12/2023
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.
My homeowner's insurance renewal date is November 1 annually. Therefore, in October of 2022, my insurance agent obtained quotes from several carriers and presented the information to me in deciding which carrier to select. Regrettably, I chose the low bidder!I paid the full annual premium for the policy based on their competitive quote. Then, weeks later, I received an invoice for an additional $431, clearly a 'bait and switch' tactic. I wrote the company a note expressing my refusal to pay since I had paid in full prior to November 1, 2022. They told me that an inspection of the property revealed that my coverage was inadequate; however, the inspector's report was incomplete and erroneous.The inspection was done ONLY on the exterior of my home, yet it included faulty information about the interior which was NOT inspected. I purchased this house (new) in **** and have lived in it since then, so I know what I have and do not have.The number of bathrooms was incorrect. According to the report, I have 12% of my floorspace covered in hardwood flooring. I have zero, have never had any hardwood flooring, and since I detest it, I will never have hardwood flooring in the future. Furthermore, the report says I have 5% of my floorspace with carpet over hardwood flooring. Sorry, wrong again.When I called this to the attention of the company, my statements were ignored. They sent another bill for $431.I sent complaint forms to the ***** ************************** the ***** Insurance Board, the ********* Insurance Department, and the ************************* In those complaints, I mentioned the 'bait and switch' activities promulgated by Acuity. I further mentioned this action violated Section 5 of the *** code.In apparent retaliation, Acuity has sent me a notice of cancellation for non-payment of premium. This is ludicrous since I paid the full annual premium based on their quote at the end of October, 2022.
Business Response
Date: 08/12/2023
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 or claim number at *************************************.

Thank you, Acuity **************** Team.
Customer Answer
Date: 08/23/2023
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 assume you have read the complaints which I filed with the BBB, the **** the ***** and *********** insurance boards, and the ***** Attorney General's Office. Apparently, all to no avail. Acuity came out 'smelling like a rose,' and I was left in a no-win situation of paying added premium which I did not owe or having my homeowner's policy cancelled. To circumvent the latter, I paid the $431 premium.
Yes, I am furious with Acuity and their lack of attention or concern that the additional premium was due to either an oversight or outright 'bait and switch,' tactics which are illegal, unprofessional, and unethical.
To briefly recap, Acuity quoted my independent agent a price, and I regrettably accepted it and paid the annual premium. Weeks later, I received a bill for additional premium. Had I anticipated that, I would have never switched carriers.
Your estimators based the additional premium on an inspection report which is fraught with errors.
First of all, the inspection report was based solely on an exterior examination. No admittance was gained to the interior of my home, yet the report contained information about the interior. For example, the number of bathrooms was incorrectly high. The report said 12% of my floorspace was hardwood. No, I have none. It further stated that I have 5% of my flooring carpeted over hardwood. No, I have wall-to-wall carpet over a pad which is installed over the concrete slab.
The estimate to replace my home in the event of catastrophic loss included these erroneous guesses and probably others that I didn't verify or refute. I bought this house new in **** and have lived in it continuously since then, so I know what I have and do not have.
Acuity refused to listen to my objections except to say, PAY UP OR WE WILL CANCEL.
I asked for a reduction, but that was ignored. PAY UP OR WE WILL CANCEL. That response is really a wonderful method to retain customers, right? [sarcasm!]
Therefore, admit that (a) Acuity erred either by oversight or omission; (b) Acuity used bait and switch tactics; (c) Acuity used a faulty inspection report to charge excess premium; (d) Acuity must issue a refund and honor the original terms of their quote.
I await your favorable response.

Regards,

*************************
Initial Complaint
Date:08/03/2023
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 utilized an independent agent to try and get policies with Acuity. Acuity Insurance would not underwrite me any policies because of a couple of hail claims (Acts of God), and one at fault accident involving my other vehicle. No other parties or vehicles were involved other than my own. Disappointed Acuity expects perfection on claim history, especially on unavoidable claims.
Business Response
Date: 08/03/2023
Hello, and thank you for your feedback, Tateon.

If you'd like to discuss your specific situation in greater detail please email me at *************************************.

Thank you, CM with Acuity.
Customer Answer
Date: 08/03/2023
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 have emailed to request a phone call from Acuity, and will not resolve this complaint until Acuity and I discuss the matter and see if we can reach a resolution.

Regards,

*************************
Customer Answer
Date: 08/07/2023
Please reject Acuitys response to my complaint on my behalf, as Acuity never did respond to my email when I emailed them as they requested. Thank you.
Business Response
Date: 08/07/2023
Hello, *******

Thank you for reaching out. We are working to get you connected with the best individual to answer your questions.

A representative will be in contact with you shortly.

Kind regards.
Customer Care Team
Customer Answer
Date: 08/08/2023
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 will resolve the complaint once somebody actually does get a hold of me from Acuity.

Regards,

*************************
Business Response
Date: 08/10/2023
Hello, *******

In regards to application eligibility, Acuity insurance is available through independent, licensed agents. Discussions regarding coverages and advice for applicants legally must occur with a licensed agent.If you applied for insurance to be placed with Acuity, we suggest that you reach back out to your local licensed agent that you were working with for additional information regarding why your application for coverage may not be eligible with Acuity. Each agent that has a contract to offer Acuity coverage, has a dedicated state expert underwriter that the agent may contact for assistance with insured and prospective applicant inquiries. Thank you for reaching out.

Acuity ************* Team.
Business Response
Date: 08/10/2023
Hello, *******

In regards to application eligibility, Acuity insurance is available through independent, licensed agents. Discussions regarding coverages and advice for applicants legally must occur with a licensed agent.If you applied for insurance to be placed with Acuity, we suggest that you reach back out to your local licensed agent that you were working with for additional information regarding why your application for coverage may not be eligible with Acuity. Each agent that has a contract to offer Acuity coverage, has a dedicated state expert underwriter that the agent may contact for assistance with insured and prospective applicant inquiries. Thank you for reaching out.

Acuity ************* Team.
Customer Answer
Date: 08/10/2023
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.

Your response made no sense. I am trying to get quoted auto and home, and you emailed me discussing something totally different.

Regards,

*************************
Initial Complaint
Date:12/29/2022
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 64 years old, and attending college full time. My auto insurance is through Acuity. They offer a good student discount of 15%. My grades last quarter were all A's, in five classes. They denied the discount, because it is only offered to students 24 yrs old or less. This is wrong, and I want my discount.
Business Response
Date: 01/02/2023
Hello, ***. If you'd like to discuss your specific situation in greater detail please email me with the policy number at *************************************.

Thank you, CM with Acuity.
Initial Complaint
Date:11/07/2022
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 June 29th, 2022 I reported a claim to Acuity Insurance regarding wind and hail (full storm) damage that was a result of a storm storm in our area on June 13th, 2022. There was hail damage to our siding (cracks, dents), as well as wind damage (blown off siding on the west side of the residence). The gutters also sustained heavy hail damage. Our roof was not damaged. All of this was communicated to Acuity on June 29th, 2022.An adjust came out to the property to inspect on July 5th, 2022. Shortly after, the inspection report came in with damages amounting to $1,522.19. After the $1,000 deductible, we received a check for $522.19. In the report, the adjuster focused largely on just the roof, which I had not reported. His inspection of the siding was brief (maybe five minutes), and much of the siding damage was missed. This can be confirmed via my home surveillance cameras. The adjuster spent about 30 seconds on the north side, and maybe another 45 seconds on the west side. Per the cameras, he never got within 20 feet of the north side of the home.I relayed this information to Acuity on or around July 15th, 2022. I was told by Acuity at that time (and per their online system) that the claim would only be for hail damage, not wind damage. Per my policy, storm and wind damage is covered.It took weeks of back and forth, with multiple requests for them to agree to a new inspection. This inspection finally took place on September 18th, 2022, almost three months after I reported the claim. This inspector said all of the damage reported was mechanical, including a crack on the far top of the 2nd story siding, above the garage. Acuity then claimed that the first inspection was too generous and included items that shouldn't have been included, but would be nice enough to let me keep the $522.18. In the mean time, two independent contractors inspected the damage, with repair estimates between $18,000 - $20,000. Video still available if needed.
Business Response
Date: 11/08/2022
*************. If you send me an email along with your claim number at ************************************** I'd be happy to look into this for you.Regards, CM from Acuity
Customer Answer
Date: 11/09/2022
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.

Acuitys response to my complaint was to e-mail them with my claim number. I did so, on 11/08/2022. Its been two full business days, and I have not heard from them. I can provide a copy of the e-mail I immediately sent to them after their BBB response, if needed. Its frustrating that Acuity will still not address the discrepancy between their $500 payout, and the two separate repair quotes I received from two separate contractors, each of which were in the amount near $20,000. This is nowhere near what Acuity sent to cover damage to my siding and gutters.

Regards,

*****************
Business Response
Date: 11/10/2022
Thank you for the email response, ***. Your request has been handed to the appropriate team for review.
Customer Answer
Date: 11/17/2022
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
As stated previously, I have two matching quotes from two separate companies documenting the damages sustained to my siding and quoting the repairs. Acuity has sent out two, as well, both of whom provided different assessments (not only different from my contractors, but from eachother as well). Acuitys response to this BBB complaint has been to send out a third assessor. This has not happened yet. In fact, their inspector just cancelled the upcoming (3rd) inspection on November 21st 2022, with no reschedule date. Acuity is again dragging out this process, hoping that a new assessor will provide yet a different result so that they dont need to pay out a valid claim for their customer. This is now heading into winter, and my siding has not yet been repaired.

Regards,

*****************
Business Response
Date: 11/18/2022
Thank you for the additional information.
Customer Answer
Date: 11/18/2022
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.

Acuitys response of thank you for the additional information does not address my complaint, nor offer any solutions to remedy it. In fact, this response appears to completely disregard their previous response. This is incredibly upsetting that Acuity is not addressing these concerns, and has repeatedly changed their response as documented in several e-mails sent by them.

Regards,

*****************
Customer Answer
Date: 11/21/2022
Yes, I finally received a message from Acuity's third inspection/adjuster today, 11/21/2022. The last date I heard from Acuity was 11/16/2022. They still have not offered to resolve or settle my claim. I do have both quotes from my contractors, as well as contradicting e-mails from Acuity if needed (showing them initially just approving hail damage, and then switching to full storm damage without additional claim being paid, etc.)

Thank you,
*****************
Business Response
Date: 11/22/2022
*************. Thank you for the additional information.
Customer Answer
Date: 11/22/2022
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.

Acuity's continued response of "Thank you for the additional information" is not a valid response and does not address any concerns.

Regards,

*****************
Business Response
Date: 12/20/2022
**SEE ATTACHED DOCUMENT**
Customer Answer
Date: 12/22/2022
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 claim is now approximately six (6) months old. The report they forwarded noted damage (including to gutters and vents), but not "new" damage. I'll again reiterate that due to Acuity's actions, this claim is now SIX months old. So, correct, the damage is no longer "new", it is now 6 months old. But that does not mean this claim is not valid, nor does it mean Acuity should not honor a valid claim made by a paying customer.
I'm attaching several photographs of damage. Including CRACKED AND DENTED siding on the send story of the home, over ***** feet up. I'm curious as to how this (and other) circular, hail shaped cracks and dents are not caused by the storm/hail? I would attach more images but I am limited to four attachments.
Further, it should be noted that, in recent responses, Acuity has classified this as a "storm damage" claim, but that there is no storm damage. This is contrary to an e-mail, sent by Acuity and dated July 20th, 2022, in which they indicate they will only cover hail damage, not storm damage. I have attached that e-mail, as well.
This is not only an unacceptable response from Acuity, but also not reflective of their A+ BBB rating. I am hoping that the BBB can help resolve this issue, as it is clear Acuity is trying to avoid paying a valid claim made by a paying customer.

Regards,

*****************
Initial Complaint
Date:10/11/2022
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.
10/11/22 Insurance was purchased for a date in the future. The startup date was scheduled to be 10/24/22. I was assured via recorded phone call the the documentation would be acceptable to: ********* solutions LLC, it's parent, affiliated and subsidiaries.1595 ****************************************************** as the agent had stated that they were very familiar with the company and had dealt with them much before in the recent past. The Certificate of Insurance is not acceptable. The policy has been cancelled 14 days before the policy start date regardless of post dating the cancellation paperwork.They slightly modified the Certificate of Insurance after a few phone calls answered by a different person each time but never did change the general aggregate limit to per policy as required. I believe this was all with fraudulent intent.*****************
Business Response
Date: 10/12/2022
Hello, *****. To like to discuss your specific situation in greater detail please email me with the claim or policy number at *************************************.

Thank you, CM with Acuity.
Initial Complaint
Date:09/09/2022
Type:Sales and Advertising 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.
We have had Acuity provide our company with General Liability Coverage for 2 years. We have received a notice of non renewal because of claims against our policy. We can not get coverage from another company because of 2 open claims against us. We are not responsible for either claim but Acuity will not clear either claim which essentially closes my business. Nor will Acuity continue our policy until these claims are cleared. Claim 1 is almost 2 years old and we had a subcontractor in place that had their own policy with Acuity. We submitted the subcontractor agreement to Acuity and that should clear us of responsibility. The second claim is not warranted because we provided the service according to the terms of our agreement with our customer.
Business Response
Date: 09/09/2022
Hello, and thank you for your feedback, ***************If you'd like to discuss your specific situation in greater detail please email me with your policy number at ******************************************* you, CM with Acuity.
Customer Answer
Date: 09/14/2022
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.

They did not call me after I sent them my telephone number. They are ruining my business. They do not care.

Regards,

*************************
Business Response
Date: 09/14/2022
Thank you for the additional information, ***************

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Acuity, a Mutual Insurance Company is BBB Accredited.