ComplaintsforWebber & Grinnell Insurance

• Initial Complaint

  04/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  In August of 2021 I changed plates onto a new vehicle after the last one was totaled. This was all done how it was supposed to legally through Webber and Grinnell. I received a bill for 889$ dollars to be payed by 4/05/22 for back pay on my policy from *************, the actual insurer. After repeated phone calls and an inaccurate representation of what happened being told to me I skipped over the agent and talked to ************* directly. They stated that the agents (Webber and Grinell) had forgetton to submit the paper work until 3/04/22 and the payment had been inaccurate. I have been budgeting for my always on time payment of 192$ for the previous 8 months. Webber and Grinnell has offered me no way to remedy this at all and won't admit even any mistakes. I shouldn't have to choose what bills to skid this moth because they made a mistake 8 months ago that is going to cost me almost 900$. I dont understand why I have to pay for there mistake.

  Business response

  04/22/2022

  Business Response /* (1000, 9, 2022/04/18) */ Contact Name and Title: ************/PL Manager Contact Phone: ************ Contact Email: ***************************** On 8/20/21, client purchased a new vehicle to replace the vehicle on his insurance policy. The account manager at the agency neglected to inform the insurance company, *************, to amend the the policy, replacing vehicles, effective 8/20/21, therefore, client was never billed additional premium for the new vehicle. On 3/4/22, upon review of the policy at the agency, the agency discovered the error and requested that ************* amend the policy retroactively back to 8/20/21, replacing old vehicle with new vehicle purchased on 8/20/21. This resulted in an additional premium of $958. A ************* customer care specialist contacted an account manager at the agency to advise that the policy change had processed and that $889.13 would be due 4/5/22 with remaining installments of $279.49 each May to July, however, did advise that if the client wished to even out the balance from April to July, the installments would be $431.90 each. On 4/1/22, the client called the agency regarding the bill for $889 that he received. The account manager explained the billing options to him at which time he said he understood. The account manager made another call to to a ************* billing analyst to ask for other options for the client but was again advised the former 2 options were all they could offer. The client was not satisfied, used vulgar language when speaking to the account manager and hung up. On 4/6/22, the Director of Staff Development at the agency was contacted by a customer service specialist at ************* to discuss the situation as the client had called *************- she documented the file at *************. On 4/13/22, this same customer service specialist at ************* called and spoke with me to advise that ************* had made the decision to waive the entire $958 additional premium. Consumer Response /* (3000, 11, 2022/04/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) This resopnce is the first time that Webber and Grinnell admitted their mistake to me. They are omitting in this statement one crucial point. They decided to credit me AFTER they received the complaint I made with the Department of Insurance. Both companies told me there was nothing they could do about it. Then, like magic, when they get notified of the investigation they call each other and make it go away. Its rediculas it has to go this far but if I didn't file these complaints I would of had to pay a bill I couldn't afford, and would have lost my insurance coverage because of Webber and Grinnell's mistake. Secound, the 'used vulgar language' is in reference to a single f- word when on about my 5th phone call between the two companies being told I still had to pay, my agent had the audacity to say "Im doing my due diligence" at which point I cut here off and said "your due diligence was f××××ng doing the paper work 6 months ago like you were supposed to" and I hung up. Was that appropriate? No. But the response is a specificly worded buisness response to minimize my complaint as a rude or irrational customer.

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