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Complaint Details
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Initial Complaint
08/14/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I purchased Allstate roadside assistance and I see they canceled my account without provocation and I did not receive an email or phone call.Business response
08/16/2024
Thank you for forwarding this inquiry to our office. Customer concerns are important to us and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view. Allstate will contact the complainant within 48 hours to discuss their concern. We ask that the response is not rejected until the complainant has been contacted by an Allstate Customer Advocate.Customer response
08/19/2024
Complaint: 22139567
I am rejecting this response because:
They did not call me or email me about ending my membership
Sincerely,
***************************Business response
08/23/2024
Thank you for forwarding this inquiry to our office. Customer concerns are important to us and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view. Allstate will contact the complainant within 48 hours to discuss their concern.Initial Complaint
08/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I just purchased roadside assistance in June . Got a flat tire last week.. I called and was told to download the app. After telling me they would be there in an hour and a 1/2. When it was 5 minutes before ETA I called to let them know I was in a restaurant parking lot not the road . No one showed . When I called Allstate they had no explanation and had me on hold for over 25 minutes. Finally I had to find other help. When I called the next day to cancel. I was told they would discount if I wanted to keep the service. I said NO. I told them I should get a full refund. No they prorated it . They left me stranded. I also need reimbursed for what I paid someone else to charge my tireBusiness response
08/16/2024
Thankyou for forwarding this inquiry to our office. Customer concerns are important to us and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view. Allstate will contact the complainant within 48 hours to discuss their concern. We ask that the response is not rejected until the complainant has been contacted by an Allstate Customer Advocate.Customer response
08/27/2024
Complaint: 22137246
I am rejecting this response because:I have not reached a settlement or agreement. Allstate left a generic number. Left a email by voicemail and I could not understand what the lady said .
Sincerely,
*********************Business response
08/28/2024
Thank you for forwarding this inquiry to our office. Customer concerns are important to us and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view. Allstate will contact the complainant within 48 hours to discuss their concern.Customer response
09/06/2024
Complaint: 22137246
I am rejecting this response because:
Im so sorry!! Please dont close my case . The same lady left me another voicemail. Im at work and cant answer unless we schedule a time . I cant understand the lady when she is giving me a email. I would email, but I cant understand the whole email . If Allstate roadside service can email me please.
Sincerely,
**** ******Business response
10/03/2024
Please see below . I have included the timeline of the BBB response that our business handled.August 15, 2024: We received the BBB complaint.August 19, 2024: We called the customer to share our findings and resolution. Customer did not answer, we shared our contact information. Response to BBB was provided in CRMS and via email.August 28, 2024: First BBB rejection received.August 29, 2024: Customer was contacted but they did not answer. We left a voicemail sharing our contact information and advised customer to contact us. A response to the ******************** was provided via CRMS and an email stating that it was addressed.September 6, 2024: Second BBB rejection received.September 9, 2024: We called the customer, but they did not answer. We left a voicemail providing our contact information. We proceeded to send an email to the customer since they were not reaching out to us. The customer replied to our email. The customer will get the receipt for the service she paid and forward it to us for reimbursement consideration up to the benefit limit available while her membership was active. We responded to the second BBB rejection via CRMS and email.September 11, 2024: The customer sent the invoice for reimbursement. We replied to the customer email to confirm their mailing address. The reimbursement request was submitted, we notified the customer via email.September 17, 2024: Third BBB rejection received. We replied to the BBB via email and CRMS that the concern was addressed.September 20, 2024: The customer confirmed through email that she received the reimbursement check.Please let me know if you need any additional information.Thank you,********** *********
Consumer Planning & Execution Lead ConsultantAllstate
************************* Northbrook, ***60062
M: *****************************************************************************************************************************************************************************************************************************************************************************************************Initial Complaint
08/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 8/5/2024, I called the Roadside Assistance for a lock out. They did send a provider within reasonable time. However, the provider was not able to help me. I retrieved my keys when my sister brought me the spare keys. Upon opening the car, I noticed some damage to the frame of the window. I opened the window and it hasn't gone up. I reported the incident as soon as I got home, around 5:00 pm. I was given a reference #********** & #*********. I have been calling almost every day. I emailed them ************************************* on Friday 8/9/2024, to inquire how can I have my car fixed, I haven't heard from them. Due to the *********************, the driver seat had gotten wet. [it had been covered]. I need to have this issue resolved ASAP. Please help! Thank you!Business response
08/26/2024
Thank you for forwarding this inquiry to our office. Customer concerns are important to us and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view. Allstate will contact the complainant within 48 hours to discuss their concern.Initial Complaint
07/24/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I was double billed for roadside assistance service. I have been trying to get a refund for the additional amount billed since April 2024. I was charged $144 on 3/21/24 and $124 on 4/10/24. I have spoken with service representatives numerous times from early April through today, 7/24/24. I have provided them with documentation from my credit card account by email and postal service.Business response
07/25/2024
Thank you for forwarding this inquiry to our office. Customer concerns are important to us and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view. Allstate will contact the complainant within 48 hours to discuss their concern.Initial Complaint
07/23/2024
- Complaint Type:
- Billing Issues
- Status:
- Unresolved
12 months ago, someone associated with Allstate opened an account in my name for Allstate Roadside Assistance. I had no knowledge of this account. They started charging me on a credit card that I use often. When I learned of the fraudulent charges, they refused to refund them.Business response
07/24/2024
Thank you for forwarding this inquiry to our office. Customer concerns are important to us and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view. Allstate will contact the complainant within 48 hours to discuss their concern. We ask that the response is not rejected until the complainant has been contacted by an Allstate Customer Advocate.Customer response
07/27/2024
Complaint: 22030331
I am rejecting this response because:Allstate stated they would contact me within 48 hours to discuss the complaint. **************************************************** They have not called, emailed, paper mailed, or contacted me in any way. It appears they have no interest in explaining the fraudulent account opened in my name.
Sincerely,
*******************************Business response
10/03/2024
Please see below . I have included the timeline of the BBB response that our business handled.July 24, 2024: We received the BBB complaint.July 29, 2024: First BBB rejection received.July 30, 2024: Customer was contacted on two attempts he did not answer. We left a voicemail sharing our contact information and advised the customer to contact us. A response to the ******************** was provided via CRMS and an email stating that it was addressed.August 9, 2024: Second BBB rejection received.August 12, 2024: Customer was contacted, he did not respond. We left a voicemail sharing our contact information and advised customer to contact us. A response to the ******************** was provided via CRMS and an email stating that it was addressed.Please let me know if you need any additional information.Thank you,********** *********
Consumer Planning & Execution Lead ConsultantAllstate
************************* Northbrook, ***60062
M: *****************************************************************************************************************************************************************************************************************************************************************************************************Customer response
10/03/2024
Complaint: 22030331
I am rejecting this response because:it is a lie. Allstate says I did not respond to them. This is not true. I called them multiple times. I spent a lot of time on phone talking to them. They refused to explain to me how I was wrongly signed up for their product. They refused to offer a refund for these unapproved charges. They still refuse to take responsibility for these fraudulent charges. They continue to lie on BBB regarding my handling of this complaint. Their behavior is despicable and shameful.
Sincerely,
******* ********Initial Complaint
05/27/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
AARP Roadside Assistance from Allstate sent me offer letters dated 3/18/24 and 4/18/24 to upgrade to the Elite plan on my next renewal date for "only $124.00." On 4/3/24 I called the number provided in the offer letter to accept. On 5/21/24 my **** on file (4260) was charged $164. Spoke with ****** who explained the extra $40 covered 2 additional household members. I requested to speak to a supervisor. No one called back. Made three additional calls on 5/22/24, and eventually spoke with ******. First, I was charged $164 because they never switched me to the other plan. She acknowledged that managers are aware of the problem with the offer letters. The offer letters are misleading, because they charge additional fees for each individual above 2 on the plan. There was no indication of this on either offer letter. Eventually she offered me a discount of 35% off the $172 for the Elite plan which brought it below the $124 that was advertised. I accepted, but instead of a refund to the **** card they had already charged, they charged a card I had removed from my account 1.5 years ago (**** 7994) the full $172, while refunding $164 charged to **** 4260. So the issue is, I did not receive the discount on the Elite plan AND they placed a charge I did not authorize on a card I did not authorize them to use.Business response
05/29/2024
Thank you for forwarding this inquiry to our office. Customer concerns are important to us and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view. Allstate will contact the complainant within 48 hours to discuss their concern.Customer response
06/01/2024
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,
*********************************Initial Complaint
05/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
CALLED AAA ROADSIDE TO JUMP START MY 2019 LEXUS 350 They jump started the vehicle backwards and destroyed my battery while causing electrical malfunction. I had to call JM Lexus **************** Rod ******* Fl ***** to come they provided a battery which was also damaged due to backward wiring performed with AAA Allstate. I had to tow the vehicle to JM Lexus where they performed diagnostics and replaced fuseable Link now I am waiting to get my vehicle and they AAA is making it difficult to pay JM Lexus $2780.44 plus $236.83 for JM Lexus Roadside Now I have to pay JM Lexus $3,017.27 when this was their fault ******************* Damage Mediator Allstate Roadside PH: *************** ******************************** CASE NO ******** Contact *********************** **************Business response
05/29/2024
Thank you for forwarding this inquiry to our office. Customer concerns are important to us and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view. Allstate will contact the complainant within 48 hours to discuss their concern.Initial Complaint
05/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
5/11/24 Broke down in the mountains with little reception. Allstate couldnt find my policy nor roadside assistance coverage. They left me stranded with no help or tow service.Some reps found the policy but no tow service added. I even asked if I can add towing to my policy and rep said he didnt have access. They even did a data breach & provided someone elses account information.5/13/24 Two Allstate Reps confirmed my coverage + roadside coverage.Allstate has caused me great stress & suffering. It was hot outside-sunburned & not feeling well. I was running out of ************ supplies. I spent at least 3 hrs on the phone trying to get through to them. Waited over 8 hours until I found a towing company who was willing to come out. Paid $600 for towing. I want to be reimbursed for all the unnecessary drama that I had to go through including tow expenses. Policy id# ******************************** # *********Business response
05/16/2024
Thank you for forwarding this inquiry to our office. Customer concerns are important to us and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view. Allstate will contact the complainant within 48 hours to discuss their concern.Customer response
05/18/2024
Complaint: 21705361
I am rejecting this response because:they never called me. They think they cant be held accountable cause theyre corporate.
Sincerely,
*************************Business response
05/21/2024
Thank you for forwarding this inquiry to our office. Customer concerns are important to us and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view. Allstate will contact the complainant within 48 hours to discuss their concern.Customer response
05/21/2024
Complaint: 21705361
I am rejecting this response because: Allstate never contacted me. I tried to call them numerous times and theres no way to get through to someone other than customer service.
Sincerely,
*************************Business response
05/21/2024
Thank you for forwarding this inquiry to our office. Customer concerns are important to us and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view. Allstate will contact the complainant within 48 hours to discuss their concern.Customer response
05/22/2024
Complaint: 21705361
I am rejecting this response because: Allstate customer service called me to confirm that I also get tow coverage under my parents account as we share the same home address (something I was unaware of).Allstate left me stranded in the mountains cause they couldnt find my policy or tow coverage. Now that Im home safe, theyre saying I have double towing coverage?!
This makes the situation even worse. They expect me to just submit a quick reimbursement claim. How convenient for them.
Keep in mind I barely had internet connection for me to ****** a towing company.
Sincerely,
*************************Business response
05/24/2024
Thank you for forwarding this inquiry to our office. Customer concerns are important to us and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view. Allstate will contact the complainant within 48 hours to discuss their concern.Customer response
05/25/2024
Complaint: 21705361
I am rejecting this response because: On 5/22/2024 ******* from Allstate called saying I can submit a reimbursement request for my secondary membership. I went ahead and submitted it. They came back saying theyre denying it. All memberships share the *** of one time reimbursement of $150. I also asked: what can I do different if my car ever breaks down again & I need a tow. She said theres nothing I should do different: just call Allstate.ummm.why was I left stranded in the mountains by Allstate 2 weeks ago??!!! Why isnt Allstate offering to pay for all the unnecessary stress and suffering they caused, because they screwed up?!
Breach of contract lawsuit seems to be inevitable in this case. Allstate you will be held responsible for dropping the ball on me.
Sincerely,
*************************Business response
05/28/2024
Thank you for forwarding this inquiry to our office. Customer concerns are important to us and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view. Allstate will contact the complainant within 48 hours to discuss their concern.Initial Complaint
05/10/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
Allstate sent us myself and my wife *********************** a letter "Use Of Crdeit Information Disclosure Control number *************** " saying ALLSTATE will obtain and use crdeit information on me /wife and son as part of insurance crdeit scoring proocess. We and my insurance agent have not requested any quote for vihicle or homoeowner insurance during last 12 months . We do not understnd why ALLSTATE obtaing our crdeit record ? This is an invasion of our privacy . We want ALLSTATE stop this immediately and remove our names from its data base because we will never want to do any busniess with ALLSTATE.Business response
05/16/2024
Thank you for forwarding this inquiry to our office. Customer concerns are important to us and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view. Allstate will contact the complainant within 48 hours to discuss their concern.Customer response
05/18/2024
Complaint: 21694961
I am rejecting this response because: Allstate has not provided a spcific replay to adderess our concerns for invation of our privacy . They contacted me 4 days agao and said they will provide thier response in writing to me but as of today May 18 , 2024 no official response . Therefore my compalin remains .
Sincerely,
*****************************Business response
05/22/2024
Thank you for forwarding this inquiry to our office. Customer concerns are important to us and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view. Allstate will contact the complainant within 48 hours to discuss their concern.Customer response
05/22/2024
Complaint: 21694961
I am rejecting this response because: Allstate again contacted me saying they are investigating but I have not recvied any official response in writing from them.
Sincerely,
*****************************Business response
05/28/2024
Thank you for forwarding this inquiry to our office. Customer concerns are important to us and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view. Allstate will contact the complainant within 48 hours to discuss their concern.Customer response
05/29/2024
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,
*****************************Initial Complaint
04/30/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
We recently called to tow a vehicle. in the past we were always told $250.00 or up to $100.00 as have had cars towed in the past year. We called and it was 110 miles so were aware we would have to pay a difference. When the tow driver arrived we were told we would have to pay an additional $195.00 which my husband had no choice but to pay it as needed to get the vehicle home. When i called they told us that typically covers ****** miles but then were told there was another policy that would have covered it that we were never offered. So in total it cost $450 to tow a vehicle 110 miles as only 10 miles over the 100. we would like a refund in the amount of $195 as were told this case would be escalated as called as the vehicle was being towed and never received a phone call. I explained we needed a call not an e-mail as my husband was in the other vehicle to meet the driver when he got to our home.Business response
05/02/2024
Thank you for forwarding this inquiry to our office. Customer concerns are important to us and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view. Allstate will contact the complainant within 48 hours to discuss their concern.Customer response
05/06/2024
Complaint: 21645451
I am rejecting this response because: They called us and first of all left a message. The person spoke so fast and was not understandable. All they said is that they are sending out the form that states the benefits and if not happy can e-mail. WE need to speak to a person. The tow truck driver told us that Allstate told him how much to charge. Previously it was between allstate and us. Again we were under the impression that we had up to a 100 miles for a free tow and only went over by 11 miles. WE have been faithful customers since ************************************* that period. last year we used one tow previously in the last few years, two tows last year and only one tow this year. the one we paid was over 100 and only charged 70. we pay monthly and faithfully. you have disappointed us and are not happy at all. we were never offered free towing or obviously would have accepted it. Credit cards let us know when there is a change or we can update not Allstate.
Sincerely,
********************* Kaleda************
Business response
05/17/2024
Thank you for forwarding this inquiry to our office. Customer concerns are important to us and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view. Allstate will contact the complainant within 48 hours to discuss their concern.Customer response
05/20/2024
Complaint: 21645451
I am rejecting this response because: i have not talked to a person they keep leaving messages. i called them in response to their messages, and asked them to talk to a supervisor and they asked me if it was in regards to the complaint i said yes and asked to have a call back and never got a call as asked them to call me instead of my husband. The only thing they did was send us the membership packet.
Sincerely,
*****************************Business response
05/21/2024
Thank you for forwarding this inquiry to our office. Customer concerns are important to us and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view. Allstate will contact the complainant within 48 hours to discuss their concern.
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