Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/28/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Arbella will not cancel my auto insurance policy after moving out of ************* to ******** (of which the latter is not covered with Arbella). License/plates have been changed to reflect new residency in ********. Arbella has been notified four times since August yet will not cancel.
Business response
11/04/2024
11/04/2024
Better Business Bureau
5 Mt. ************,Suite 100
***********,*******; 01752-1927RE: Complaint# ********
To Whom It May Concern,
On 11/1/2024 our Business Technician contacted the complainant directly regarding their experience described in their complaint. After an extended discussion and review of relevant documentation a mutual understanding was met regarding the reason for the outcome of their experience.
We consider this matter amicably resolved.
Best Regards,
****** ******
Operations ********************************************** Center
Arbella Insurance Group
*******************************************
Tel: ************Customer response
11/05/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
****** ***Initial Complaint
10/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
i enrolled in autopay, and they have assessed late penalty fees ($42.00) for nonpayment, despite my enrolling in autopayBusiness response
10/21/2024
10/21/2024
Better Business Bureau
5 Mt. **********************
***********,*******; 01752-1927
RE: Complaint# ********
To Whom It May Concern,
On 10/14/2023, the complainant contacted Arbellas *************************** directly regarding their experience described in their complaint. After an extended discussion and review of relevant documentation with one of our representatives an understanding was met regarding the reason for the complaint.
We consider this matter amicably resolved.
Best Regards,
******* *****
Operations Team Manager
Customer Service
**********************
***********************************************************************************
tel: **************Customer response
10/21/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
******* ********Initial Complaint
10/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On July 29 2024 we had a brush fire in between driveways and had melted my cars front headlight and part of the driver side bumper. I called Arabella and filed a claim, they sent out an adjuster and started the claim process. I provided them with all the information they asked for and even went to the local fire department for an incident report along with FP-33C form. Ive tried multiple times a week to have any update on this matter with no resolution, I have emailed and called them with no response always getting a voicemail with no call back. Im reaching out to you for some assistance regarding this matter. Thank you for your time.*** ******Business response
10/15/2024
October 14, 2024
Better Business Bureau
5 Mt. **********************
***********,*******; 01752-1927RE: Complaint# ********
To Whom It May Concern,
On October 10, 2024, Team Manager ****** ***** contacted ****** ****** regarding their experience described in their complaint. After an extended discussion and review of relevant documentation, Arbella was able to resolve Mr. ******* claim.
We consider this matter amicably resolved.
Best Regards,
*** *****
Claim Manager
Bridgewater Claim Office
*********************Initial Complaint
09/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been a customer of ********************** Ins. *** for many years. I have had my home and vehicle ins. policies with Arbella. I August of 2024 I was notified that a payment of $250 was late. I made the payment on 8/30/2024. According to Arbella this was late, and they cancelled my home insurance policy. I called to inquire why I was cancelled even after I paid the outstanding amount. I did not get a satisfactory response, but was told by the person I was speaking to that they would look into re-instating the policy. I was told they would get back to me. When I did not hear by the following day I called Arbella again. I spoke to another person who informed me that the policy did not qualify for re-instatement due to the past record of claims. There have been no claims for over 4 years. I believe this cancellation was unwarranted. I will not do business with Arbella ever again, and recommend anyone thinking of using Arbella think twice!Business response
09/25/2024
09/24/2024
Better Business Bureau
5 Mt. ************,Suite 100
***********,*******; 01752-1927
RE: Complaint# ********
Attention Better Business Bureau:
On 09-23-2024 my Business Technician attempted to reach the complainant directly at the contact information provided in the complaint to offer an explanation and resolution, however the information did not lead to a successful connection. At this time there is no further action that can be taken by Arbella regarding this matter.
As we are required to protect the sensitive personal information of our customers, insureds and claimants, a detailed response to this complaint would not be appropriate on a public facing page. I am available to call or email directly if the complainant wishes to discuss this matter in further detail. My contact information is listed below.
Best Regards,
****** ******
Operations ********************************************** Center
Arbella Insurance Group
*******************************************
Tel: ************Customer response
09/26/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Arbella did not reach out to me, I contacted them. There was no relief offered as they had already cancelled my home insurance. I was advised that the policy did not qualify for reinstatement because of past claims. There has not been a claim in the past 5 years. I have already found a new insurer and do not wish to do business with Arbella in the future. I would like my complaint be made available to anyone thinking of doing business with them!
**** *********Initial Complaint
09/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had a car that was totaled from flood damage August this year. My wife also lost her car to the flood as well.. The customer service for this ********************************************* is horrible.. No one calls you they use email as a way to tell how much money there giving you instead of calling or calling.. They low balled me on the price of my car 5 grand. And I also. Submitted another 14 grand in work that was done to the meaning modifications.. And they will Not homey any of the receipts that were submitted.. I just want what is owed to me as a customer that has paid these people for over 12 years..Business response
09/13/2024
September 13, 2024
Better Business Bureau
5 Mt. ***********************
***********, *******; 01752-1927
RE: Complaint# ********
To Whom It May Concern,
On September 13, 2024,Arbella Team Manager, **** Arena, contacted the complainant directly regarding their experience described in their complaint. After an extended discussion and review of relevant documentation a mutual understanding was met regarding the reason for the outcome of their experience.
We consider this matter amicably resolved.
Best Regards,
*** *****
Claim Manager
Bridgewater Claim Office
Arbella Insurance Group
*******************************************
phone: ************
fax: ************
*e-mail: **********************************Initial Complaint
08/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My insurance for my 2008 explorer sport trac was doubled from last year and I have minimum coverage, drive less than ***** miles a year and have a perfect driving record. Nobody can explain why I was given more than a 100% increase in my yearly rateCustomer response
09/02/2024
I have not heard from the business in response to my complaint.Business response
09/05/2024
09/05/2024
Better Business Bureau
5 Mt. ************,Suite 100
***********,*******; 01752-1927RE: Complaint# ********
Dear ******************* would like to respond directly to you regarding your complaint filed with the Better Business Bureau on 08/22/2024. We are required to protect your sensitive personal information. Therefore, a detailed response to your complaint would not be appropriate on a public facing page.
My Team Lead attempted to reach you on 09/05/2024 at the contact information provided on your complaint to discuss your experience and offer a resolution, however the information did not lead to a successful connection.
I would ask that you either call or email me or my Team Lead directly as stated in the voicemail left with you so that we may discuss this matter in further detail. My contact information is listed below.
Best Regards,
*********************************
Operations Team Manager
Customer Service
**********************
*******************************************
tel: **********************
fax: ************
**********************************************************Customer response
09/09/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*************************Initial Complaint
08/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 11/27/2023, their insured hit my car illegally taking a left into oncoming traffic. Arbella took fault. I told them when I made the claim about the damage and airbag light. I also told ***** Autobody of **** who repaired my car. The mechanic kept bringing it up to the adjuster who came out and they continually ignored it and did not pay my mechanic for the airbag light. I spoke with Arbella in February when I finally recieved my car and they told me to take my car to the INFINITI dealership in **(where I go to college). The **** ***********************, said on the phone she got an approval to pay the CA rate to get the car fixed. ***** also sent me the appraisals in February when she said they gave her an approval and I can take it the shop whenever .In May I take the car to the dealership and when arbella gets the quote, now they arent going to pay for the damage after they already told me they would. now they are trying to say its not related to the accident because its the passenger airbag. Infiniti and ***** confirmed as long as there was something in the passenger seat, the sensor would have went off. They see the $10000 quote and refuse to pay. They told me to bring my car and literally had to beg them to just pay the diagnostic to get it out the shop. I sent Arbella a picture of the light after the loss as well. This is not fair as their driver damaged my car that I bought a few months prior and I cant get it fixed to the condition it was in. It is also very dangerous for me to drive with that airbag light. I also want to mention I did get a safety inspection in MA 9/2023 so clearly my airbag light was not illuminated before the accident.This damage would total out my car.Customer response
08/20/2024
I have not heard from the business in response to my complaint.Business response
08/22/2024
RE: Complaint# ********
Attention Better Business Bureau:
On August 20, 2024, my Team Manager, **************************, contacted the complainant directly and attempted to resolve their complaint by explaining the circumstances around their issue. Unfortunately, they were not satisfied with the explanation. At this time there is no further action that can be taken by Arbella regarding this matter.
As we are required to protect the sensitive personal information of our customers, insureds and claimants, a detailed response to this complaint would not be appropriate on a public facing page. I am available to call or email directly if the complainant wishes to discuss this matter in further detail. My contact information is listed below.
Best Regards,
*****************Initial Complaint
07/23/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I received a contract stating my monthly insurance payment would be $252. However, my name was spelled incorrectly. When updating my name, my insurance premium increased to $425, but I was not informed of this change until a month later. Despite canceling one vehicle, I am still being required to pay the full amount due, which is close to the billing date. Now, I am attempting to cancel both vehicles because I cannot afford the increased cost. I was assured I could cancel anytime, and this new price was never agreed upon or quoted to me initially.The first charge of $425 was assumed to be a one-time occurrence for the initial payment. When I followed up in July about the insurance cost, I was informed that the increase was supposed to be communicated to me, but it was forgotten. Additionally, there was no mention of a price increase when my name was updated.Now that I am trying to cancel, I am not receiving any response.Business response
07/31/2024
July 31, 2024
Better Business Bureau
5 Mt. ************,
***********,** 01754-1927
RE:Complaint# ********
To Whom It May ****************** July 29th, 2024, I contacted the complainant directly regarding their experience described in their complaint. After an extended discussion and review of relevant documentation a mutual understanding was met regarding the reason for the outcome of their experience.
We consider this matter amicably resolved.
Sincerely,
*************************
Contact Center Business Technician
Customer Service
**********************
********************************************
Tel: ************************
fax: ************Customer response
07/31/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
I was told arbella Insurance could not do anything about it as it needs to be brought to the attention of bearingstar, I have since submitted a complaint towards bearingstar
FAQ
Regards,Jasmine
Initial Complaint
07/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My friend called his car insurance for me to get a auto insurance quote for me. I talk to a woman and was told I would get a call in the morning. I waited all day never got a call . late afternoon my friend called and asked to talk to the owner **** but he was on the phone. The women said other people were a head of me and my friend got a little upset and they hung up on him. The owner did call back I spoke to him got a quote was going to pay next day . My friend got a call I can't get insurance because they don't like his attitude. It had nothing to do with me and I didn't get a call my friend did wood insurance **** ma **** they sell for arbella .Business response
07/25/2024
June 20, 2024
Better Business Bureau
5 Mt. ***********************
*************** 01752-1927
RE: Complaint# ********
Dear Sir/Madam:
I would like to respond directly to you regarding your complaint filed with the Better Business Bureau on July 17, 2024. I
attempted to reach you on July 19, 2024 at the contact information provided on your complaint to discuss your
experience and offer a resolution, however the information did not lead to a successful connection.I would ask that you either call or email me directly so that we may discuss this matter in further detail. My contact
information is listed below.
Best ******************************************************* Business Technician
Arbella Insurance Group
**********************
**************************************************Initial Complaint
06/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
The insurance company fraudulently raise the premium by more than 100%. When i contacted the agent to cancel the policy. They delayed the cancellation process. After canceling, I still got charged the another month of premium. When i contacted them back. They still claim that is the penalty for canceling the policy meanwhile they are the oneBusiness response
06/20/2024
June 20, 2024
Better Business Bureau
5 Mt. ************,Suite 100
***********,*******; 01752-1927
RE: Complaint# ********
Dear Sir/Madam:
I would like to respond directly to you regarding your complaint filed with the Better Business Bureau on June 12, 2024. We are required to protect your sensitive personal information. Therefore, a detailed response to your complaint would not be appropriate on a public facing page.
I would ask that you either call or email me directly so that we may discuss this matter in further detail. My contact information is listed below.
Best Regards,
*************************
Operations Team Manager
Customer Service
**********************
**********************
********************************************
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
21 total complaints in the last 3 years.
14 complaints closed in the last 12 months.