ComplaintsforNationwide

• Initial Complaint

  08/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I received a letter from Nationwide insurance one month ago saying my roof needed repair....Quote "dwelling roof is in poor condition based on aerial imagery taken within the last 12 months." I wrote Nationwide back (same way I was contacted) and explained first....I had a roof inspection done by Erie Roofing last year 2023 and they said the roof was in decent condition for being 15 years old with no major problems. Secondly 2-3 years ago I had work done on my chimney by Benchmark Roofing, not only did they fix my chimney but they had extra tiles so they placed a nice section of new roofing near the *******. These are slightly a different color so there are 2 different colors on the roof, again near the chimney. Being the last house on the end of the street you can't really see the chimney and we have a 40 foot oak tree so the color is no big deal. No leaks no problems with my roof whatsoever. I did not hear back from Nationwide ***************************** cancelled my Home Owners policy that I've had for many years a few days ago. The first letter never even told me what they even thought was wrong and what repairs were needed ? Plus what photos of my roof have you given me ? Knowing my roof isn't in poor condition I'm moving forward. This is a major issue as I should not have to search for new insurance and paying much higher costs for something that is absolutely not true.

  Customer response

  08/07/2024

  
  '*************************' via Dispute Resolution - Shared Inbox <********************************************************>
  Attachments
  3:37 PM (18 minutes ago)
  to Better
  
  Hello,
  
      Thank you for your reply.  I am sending a copy enclosed of my signature as requested.
  
      I will also mail the paper copy to ************************************************************************* tomorrow 8/8/2024.  
  
      Please contact me if further information is needed & thank you for following up on my complaint.
  
     
       Sincerely, ****
  

  
  

  

  Business response

  08/13/2024

  August 13, 2024
  

  ***************************************
  Dispute Resolution Team
  Better Business Bureau Serving ************
  ****************
  ******************-1005

  
  BBB Complaint #: ******** Complainant Name: *************************

  
  Policy #: 9234HR198699
  Coverage Type: Property Claim #: N/A Company Name: Nationwide General Insurance Company OCR Ref #: 3617729

  
  Dear ***************************************:

  
  Nationwide is in receipt of the concerns filed by ************** regarding the above referenced homeowner policy with Nationwide General Insurance Company.
  ************** was sent a policy notification on June 18, 2024, advising the roof on his home is in poor condition and proof of repair or replacement was needed by July 18, 2024, to avoid a nonrenewal notice being issued. As Nationwide did not hear from **************, a nonrenewal notice was mailed on July 19, 2024, effective at 12:01 a.m. August 23, 2024.

  
  A copy of both the policy notification and notice of nonrenewal are attached. The notices advise the insured:

  
  What you need to do:
  You may be able to reinstate your coverage if you take the following action(s):
  Repair the damaged area of your roof or replace it completely. Once the requested actions have been taken, we ask that you forward verification to your agent. It will be necessary for you to provide this information prior to the non-renewal date noted above.

  
  Proof of remedy of repair or replacement has not been received and the policy will cancel at 12:01 a.m. on August 23, 2024, unless Nationwide receives proof of remedy which will need to be approved by underwriting prior to the date of nonrenewal.

  
  If there are attached documents, they may include the redaction of personal and private information that is not relevant to the complaint. If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, ************************* at ************ or by email at **********************************.

  
  Sincerely,
  
  *******************************
  Enclosure(s)

  
  

  Customer response

  08/14/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22082608
  
  I am rejecting this response because:  Nationwide Insurance was contacted with the same information provided to the BBB, saying you didn't receive is irresponsible and not truthful.  Again please provide proof that my roof is damaged or needs completely replaced ? Photos ? Again, I had my roof inspected last year and will continue to move forward against Nationwide Insurance. 
  
  Regards,
  
  *************************

  Customer response

  08/14/2024

  Hello....

      I explained in my complaint that there are no issues at all with my roof.  I had Erie Roofing to inspect last year 2023 and Benchmark Roofing 2021-2022.

      There are no receipts because there was never damage to my roof to begin with.  Again where is the damage to the roof ?  There is none, and Nationwide hasn't provided me with any photos that have been requested ?

       I am absolutely moving forward against Nationwide if not resolved.
  

                           Sincerely, *******************
  

     
  

  

  Business response

  08/16/2024

  Dear ***************************************,

  Thank you for your follow up regarding the Aerial Image.  We have attached another image with the roof circled, showing the deteriorated condition.  We are also providing a ****** photo to further display the deterioration, streaking, and mismatched shingles.  We would like to note that the insured also filed a complaint with the Ohio Department of Insurance, and we provided them with a consistent response and a copy of the photo we originally provided to you.

  If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, *************************, at ************** or by email at **********************************.
  
  Thank you kindly.
  
  

  

  Business response

  08/16/2024

  Dear ***************************************,
  
  Thank you for your follow up regarding the Aerial Image.  We have attached another image with the roof circled, showing the deteriorated condition.  We are also providing a ****** photo to further display the deterioration, streaking, and mismatched shingles.  We would like to note that the insured also filed a complaint with the Ohio Department of Insurance, and we provided them with a consistent response and a copy of the photo we originally provided to you.
  
  If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, *************************, at ************** or by email at **********************************.
  
  Thank you kindly.
  

  
  

  Customer response

  08/21/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22082608
  
  I am rejecting this response because:   I have explained several times starting in late June of 2024 those are new tiles in the photo.  Since Nationwide has refused all attempts to resolve this issue in a timely manner I will be moving forward.
  
  Regards,
  
  *************************

   

     - Thank you very much BBB for all your help, I appreciate your time without absolutely nothing to gain.  Could I please receive a transcript and I would be happy to purchase it if needed, just reach out what's needed. Thanks
  

  Customer response

  08/26/2024

  Hello,

       I filed the exact same complaint (same wording) with the BBB & Ohio Department Of Insurance on Monday August 12th after hearing back from the Ohio Attorney Generals office.

              Thank you....****
  

• Initial Complaint

  07/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My homeowner's policy was due to renew/lapse on August 21, 2024.As of July 22, I had not received any notice from Nationwide about what the renewal rate would be, but as my auto insurance would be increasing by over *************************************************************************************************************************************On July 24, I signed for coverage through a different carrier and agent. The same day I notified my mortgage holder, and my local agent that I would not be renewing coverage through Nationwide and would let the coverage expire. The policy states that I am only required to provide ten days' notice of cancellation, so my notice is well within the time period prior to August 21, 2024.On July 25, in defiance of my notice, Nationwide seized the premium out of the escrow account held by my mortgage holder in the amount of $1,637.92. The bank notified me of this on July 26.Nationwide maintains no customer service center -- directing all queries/concerns through the local agent. The local agent does not return calls after my having left a voice mail on July ***********************************************

  Customer response

  08/02/2024

  
  ******************* <*******************************>
  Attachments
  Wed, Jul 31, 10:39 AM (2 days ago)
  to ********************************************************
  
  Attached please find the signed authorization for release of information.
  Update: As of this date I still have not had any response from the local agent after leaving repeated voicemail messages.
  

  
  

  

  Business response

  08/02/2024

  August 2, 2024

  
  ***************************************
  Dispute Resolution Team
  Better Business Bureau Serving ************
  *********************************************************************************

  
  BBB Complaint #: ******** Complainant Name: *******************
  Policy #: 7224HR036039 Company Name: Nationwide Affinity Insurance Company of America OCR Ref #: 3616921

  
  Dear ***************************************:

  
  On July 18, 2024, a renewal offer for the August 21, 2024, through August 21, 2025, term was calculated. The renewal offer declarations were mailed to ************ on July 19, 2024.

  
  On July 19, 2024, our company issued an electronic bill to the mortgage company listed on ************** policy. To date, we have not received payment from ************** mortgage company.

  
  On July 25, 2024, ************** agency processed the policy cancellation request effective August 20, 2024.

  
  On July 29, 2024, a refund check of $4.77 was issued to ************ via U.S. Mail.

  
  Our company does not withdraw payments from customers escrow accounts; however, we send a mortgage company a billing statement, providing an amount due and due date. It is the sole decision of the mortgage company whether they remit any payment to Nationwide. As of the date of this letter, no payment has been received from ************** mortgage company. As his policy is now canceled, should a payment be received from the mortgage company, it will be refunded back to him.

  
  ************** agent has advised our company that they want the first right to service all their clients policies. To honor that servicing preference, when customers call us at **************, we route them to the independent agents office for the first 24 hours. After the first 24 hours, if the agency is still unavailable, customers can still reach our ************** for assistance by calling us back at **************. Our IVR will recognize the phone number and the returned call after 24 hours and then route the customer to a ************** associate. Again, the independent agency determines the preference for this.

  
  If there are attached documents, they may include the redaction of personal and private information that is not relevant to the complaint. If there are questions or if you require further assistance, please contact our Customer Relations Coordinator, ***********************, at ************ or by email at *********************************.

  
  Sincerely,
  ***********************
  Specialist, Regulatory Solutions

  Customer response

  08/06/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22060461
  
  I am rejecting this response because:
  This ************************* is either woefully ignorant and incompetent -- or she is dishonest. Given my dealings with Nationwide to date, I'm inclined to question her integrity and honesty rather than give her any benefit of the doubt.

  
  On July 25, 2024, I received notice via e-mail from US Bank that the sum of $1,637.92 was taken from the escrow account for my home mortgage and paid to Nationwide Mutual Insurance for prospective insurance coverage from Aug. 21, 2024, to Aug. 21, 2025. A printed copy of that e-mail is attached.

  
  The paltry sum of $4.77 **************** claims is the  only refund to which she thinks I am entitled is a prorated refund for the time period Aug. 21, 2023, to Aug. 21, 2024.
  Today by US Mail I received written notice from US Bank dated July 29, 2024, notifying me that they had paid TWO insurance carriers -- the policy which was not renewed with Nationwide and the policy I purchased through another carrier. A copy of that letter is also attached.

  
  If I have to file a lawsuit against Nationwide and its agent, I will not be content with merely a refund. I will be seeking punitive damages since their denial that the money was taken, contrary to the evidence given by the bank means they are now acting in a fraudulent manner.
  
  Regards,
  
  *******************

  Customer response

  08/07/2024

  I wish to amend what I will accept as a resolution in this matter: In addition to the $1,637.92 which Nationwide took from my escrow account, I believe they should pay an additional $1,000 as damages because of the time, expense, and distress I have suffered trying to correct a situation they created.
  I am hereby placing Nationwide on notice that a complaint has also been lodged with the ****** of ******** Affairs with the ******************* of ******** and Insurance.
  It is in Nationwide's best interest to resolve this in my favor quickly because I will be increasing the amount of damages sought by $1000 every week that they stall. I will also be posting negative reviews on every review site and social media like *************** X, etc. about their dishonest business practices.

  

  Business response

  08/09/2024

  August 9, 2024

  
  ***************************************
  Dispute Resolution Team
  Better Business Bureau Serving ************
  **************************************-1005

  
  BBB Complaint #: ******** Complainant Name: *******************
  Policy #: 7224HR036039 Company Name: Nationwide Affinity Insurance Company of America OCR Ref #: 3616921

  
  Dear ***************************************:

  
  This letter is in response to the additional concerns received in your correspondence dated August 7, 2024.

  
  The notification email from ************ has been reviewed. Within that email, it states that the payment date from U.S. Bank was July 25, 2024, in the amount of $1,637.92. Also within that email, it states, Please note that the payment date indicated is not necessarily the date in which the insurance company processes the payment. Please account for transfer time between payment from U.S. Bank and processing by the insurance company.

  
  As indicated in our previous response, dated August 2, 2024, we had not yet received the payment from the mortgage company. And should the payment be received at any point, it would be refunded back to ************, as his policy was canceled.

  
  On August 5, 2024, three days after our initial response, the payment of $1,637.92 was received from the mortgage company. The payment of $1,637.92 has been refunded to ************ via U.S. Mail. He should receive this refund check within seven to ten days.

  If there are attached documents, they may include the redaction of personal and private information that is not relevant to the complaint. If there are questions or if you require further assistance, please contact our Customer Relations Coordinator, ***********************, at ************ or by email at *********************************.

  
  Sincerely,
  ***********************
  Specialist, Regulatory Solutions

  Customer response

  08/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22060461
  
  I am rejecting this response because: I have no proof that they have refunded the money. They claim it may take seven to ten business days. That is at least another week and a half to two weeks on the calendar. Time that I am having to pay interest on to the bank for the deficit this has created in my escrow account.
  Being a native **********, as the saying goes, "you have to show me." When I see the check I will believe their intentions. Or, as *********************** character said in the movie "***************************," "Show me the money!"
  
  Regards,
  
  *******************

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Nationwide is not willing to comply to my request of rolling my entire Retirement ************** to ******************** per the attached request. Also to provide liquidation instructions to ********************.

  

  Business response

  07/26/2024

  Thank you for contacting Nationwide regarding this matter. Unfortunately, we have not received the correct documentation to proceed with the rollover request. We have made several outbound phone calls to the number provided and left voicemails with return contact info. Please give us a call at the phone number provided and we are happy to assist you with the rollover process and we are happy to provide you with the correct forms.

  Thank you

  ***********************

  Customer response

  07/26/2024

  Thank you BBB . I read the reply letter from Nationwide, they are not correct in the fact that I was given the wrong forms to request my rollover to Fidelity several times as Nationwide kept changing forms. I did **** to them but I decided to ask a resolution in writing after all the confusion. I just received another letter from Nationwide requesting a new rollover application with plus a letter of acceptance from Fidelity before Nationwide process my rollover request. More paperwork! Stay tuned.

  Customer response

  07/26/2024

  Thank you BBB . I read the reply letter from Nationwide, they are not correct in the fact that I was given the wrong forms to request my rollover to Fidelity several times as Nationwide kept changing forms. I did **** to them but I decided to ask a resolution in writing after all the confusion. I just received another letter from Nationwide requesting a new rollover application with plus a letter of acceptance from Fidelity before Nationwide process my rollover request. More paperwork! Stay tuned.

  Customer response

  07/31/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22028162
  
  I am rejecting this response because: 

  Thank you BBB . I read the reply letter from Nationwide, they are not correct in the fact that I was given the wrong forms to request my rollover to Fidelity several times as Nationwide kept changing forms. I did **** to them but I decided to ask a resolution in writing after all the confusion. I just received another letter from Nationwide requesting a new rollover application with plus a letter of acceptance from Fidelity before Nationwide process my rollover request. More paperwork! Stay tuned.
  
  Regards,
  
  ***************************

  Customer response

  08/08/2024

  I have provided enough documentation to Nationwide. Their reply have no base , they simply are refusing with their actions to release or transfer my money to *********************

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I filed a claim with Nationwide insurance during the summer of 2023 for our water damaged hardwood floors. We had a lot of trouble finding a contractor that wasn't booked to install our new floors, even our original adjuster could not get one of their regulars to do it in a acceptable timeframe (Nationwide was paying our hotel bill.)

  I eventually found one and approved the work to get started with my adjuster ******. Most everything went according to plan and the work was completed in Jan 2024.

  During that time however, ****** quit her job at Nationwide and a new adjuster was assigned to us. Our new adjuster, *****, refused to pay the contractor the full amount that is owed on the final bill which is the same as the original estimate. He states that there was unnecessary work done that shouldnt have been approved.

  The work in question is painting and drywall repairs that had got moisture damage. After a couple months of haggling between the contractor and Nationwide, I finally had to pay roughly $6,000 out of my pocket to the contractor to avoid lawsuit. I have talked to ***** and his boss and they both either blame the original adjuster or state that she didn't document anything about drywall repair so they will not pay for it even though the work is completed exactly as ****** and I discussed.

  The contractor (Monk Flooring, Cullman AL) is a reputable business with many years of service. ****** stopped replying to me just before she quit her job so I have no way of arguing my case to Nationwide and they have now closed the claim, refusing to pay the final bill. This is a dishonorable way to do business, at best. At worst, this a shady tactic of bait and switch. Nationwide needs to honor their word, even if it was giving by an ex employee.

  Customer response

  07/19/2024

  jmitchellford via Dispute Resolution - Shared Inbox <********************************************************>
  Attachments
  Thu, Jul 18, 9:28 PM (10 hours ago)
  to disputeresolution
  

  
  

  

  Business response

  07/25/2024

  July 25, 2024
  
  
  ***************************************
  BBB Dispute Resolution Team
  Better Business Bureau of ********, ****
  ***************************************************************************
  
  
  
  BBB File #:                  21969021
  Complainant Name:    ***************
  Policy #:                      7701HR038974
  Claim #:                       913412-GO
  OCR Ref #:                 3577543
  
  
  
  Dear ************************:
  
  This letter is in response to the inquiry filed with your office by the complainant, ***************. We appreciate the opportunity to review this response and address his concerns about the settlement of his claim. ************ alleges that Nationwide did not pay for repairs that were previously agreed upon.
  
  This loss was reported to our office on August 9, 2023. ************ informed us that he discovered a water leak in the crawl space of his home,which caused warping to his hardwood floors. Our initial estimate for repairs was completed and shared with ************ via email. The Claims Adjuster documented a detailed review of the estimate with ************.
  
  While repairs to the damaged floors were underway, additional supplements were received from Mr. ***** contractor of choice. Nationwide acknowledged each supplement and updated our estimate to reflect necessary repairs. The Claims Adjuster provided a detailed explanation of each supplemental estimate and shared copies of the updated estimates with ************.
  
  On June 18, 2024, during a discussion between ************ and the Claims Manager, ************ insisted that a claim payment was still needed for drywall repairs and wall painting. When the Claims Manager questioned the need for that kind of repair, ************ asserted that the Claims ******** had previously agreed to cover those repairs. In response, the Claims Manager assured ************ that a thorough review of the claim file would be conducted to determine if coverage would be owed for the outstanding expenses associated with those repairs, and he would follow up with his findings.
  
  On June 21, 2024, the Claims Manager notified ************ that a comprehensive review had been conducted, revealing no evidence supporting Mr.***** claim that Nationwide agreed to cover the additional repairs. The Claims Manager noted there were several documented conversations addressing the covered damage; none of which include drywall repairs and/or painting of the walls. ************ was asked to provide any documentation he or his contractor may have to support the need for the additional repairs. To date, Nationwide has not received the requested documentation.
  
  If you require further assistance, please contact our Customer Relations Coordinator, *************************, at ************ or by email at ************************************
  
  Sincerely,
  
  *************************
  Specialist, Regulatory Solutions
  PL Claims Complaint and Regulatory Solutions.
  

  Customer response

  07/25/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21969021
  
  I am rejecting this response because: 

  They did not address the fact that my original adjuster (******) quit her job without informing me of anything and left my case a mess.  
  

  They are correct in saying I didnt provide documentation that paint and drywall repairs were required.  I also didnt provide ANY documentation of ANYTHING.  That was all taken care of by ****** and the mitigation company.  Now that the work is done, I cant take pics of the damage or document anything now.  Maybe ****** abruptly quit in the middle of this claim because she was tired this shady business.  
  

  Nationwide uses long paragraphs full of insurance jargon to make it look like everything is clear and legit.  The only thing clear and legit is the money I have paid to them every month for years assuming I had good coverage for my home and vehicles.  Nationwide is wrong for not paying their debt and I hope that others will at least see this and avoid trusting them like I did.

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

  Customer response

  07/26/2024

  From: jmitchellford via Dispute Resolution - Shared Inbox <********************************************************>
  Date: Thu, Jul 25, 2024 at 7:55 PM
  Subject: 21969021
  To: <********************************************************>
  
  
  Here is the document that Nationwide has asked for.  This is the original estimate for the floor repairs which clearly state drywall repair and paint

  

  Business response

  08/02/2024

  August 2, 2024
  
  
  ***************************************
  BBB Dispute Resolution Team
  Better Business Bureau of ********, ****
  ***************************************************************************
  
  
  
  BBB File #:                  21969021
  Complainant Name:    ***************
  Policy #:                      7701HR038974
  Claim #:                       913412-GO
  OCR Ref #:                 3577543
  
  
  
  Dear ************************:
  
  This letter is in response to the follow-up request from the Better Business Bureau regarding Mr. ***** claim. Nationwide acknowledges receipt of the estimate provided by ************, which was already included in our claim file and considered during the preparation of our estimate. We have previously communicated via email to ************ and his contractor, detailing the items included in our settlement. There is no documentation indicating our approval for the repair and painting of the drywall in Mr. ***** home. Our position on this matter remains unchanged.
  
  If you require further assistance, please contact our Customer Relations Coordinator, *************************, at ************ or by email at ************************************
  
  Sincerely,
  
  *************************
  Specialist, Regulatory Solutions
  PL Claims Complaint and Regulatory Solutions
  
  

  Customer response

  08/03/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21969021
  
  I am rejecting this response because: 
  ****** approved this original estimate, Nationwide knows this.  She and I had many conversations over the phone in which we discussed this estimate and she approved.  I found, and attached a recovered email where it shows that I sent her this estimate with drywall repair and paint.  In her receipt of this estimate, she only states concern of the cost of wood and a detail about the bathroom repair but she obviously approved the estimate otherwise.  Then she quit her job..
  
  Regards,
  
  ***************

  Customer response

  08/09/2024

  I sent this a few days ago but didnt get any confirmation.  Just to be sure you have it.  This was the approval I got from nationwide in an email. 
  

  21969021

  

  Business response

  08/14/2024

  August 14, 2024
  
  
  ***************************************
  BBB Dispute Resolution Team
  Better Business Bureau of ********, ****
  ***************************************************************************
  
  
  
  BBB File #:                  21969021
  Complainant Name:    ***************
  Policy #:                      7701HR038974
  Claim #:                       913412-GO
  OCR Ref #:                 3577543
  
  
  
  Dear ************************:
  
  This letter is in response to the follow-up request from the Better Business Bureau regarding Mr. ***** claim. Nationwide acknowledges receipt of the estimate provided by ************, which was already included in our claim file and considered during the preparation of our estimate. We have previously communicated via email to ************ and his contractor, detailing the items included in our settlement. There is no documentation indicating our approval for the repair and painting of the drywall in Mr. ***** home. Our position on this matter remains unchanged.
  
  If you require further assistance, please contact our Customer Relations Coordinator, *************************, at ************ or by email at ************************************
  
  Sincerely,
  
  *************************
  Specialist, Regulatory Solutions
  PL Claims Complaint and Regulatory Solutions
  

  Customer response

  08/17/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21969021
  
  I am rejecting this response because: 

   

  That is all the evidence I have which is plenty.  I shared the emails that showed the invoice was approved and Nationwide has chose to lie and cheat their way out of paying their debt.  
  
  Regards,
  
  ***************

• Initial Complaint

  07/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Filed Claim, not getting any help. no one is calling me back. I have been unable to get repairs badly needed because i have had multiple phone calls from various people who all have something different to add. Is there only 1 shop in vermont you work with? if so i definitely can't use nationwide any longer. Due to lack of any guidance my car repair cost is going up!!! I pay way to much for whatever this is. I need 1 contact and straight answers!

  

  Business response

  07/23/2024

  ****************************
  
  Thank you for your recent inquiry regarding a complaint you received from ****** ********. We reviewed Mr. ********** complaint, as well as the claim file, and appreciate the opportunity to address his concerns.
  
  Mr. ******** expressed concerns surrounding his dissatisfaction with the claims experience. He alleged unreturned calls from claims, and a lack of guidance. He also says he was advised there was only one Nationwide on Your Side shop ** *******, which he felt was unacceptable based on the premiums he is paying. We regret this has been his experience.
  
  This claim has been handled under a Virginia Personal Auto policy underwritten by Nationwide Insurance Company of America (Nationwide). The loss occurred on June 23, 2024, and was reported to Nationwide on June 28, 2024. Mr. ******** advised his insured 2011 Subaru Impreza had struck a skunk, causing damage. The loss occurred in South Burlington, Vermont.
  
  Upon initiation of the claim, a rental was provided to Mr. ********. A Nationwide associate spoke with Mr. ******** on June 28, 2024, to discuss the loss. Mr. ******** requested a cash out for the estimate. The estimate had been completed approximately 15 minutes prior to their conversation. The associate explained the claim was in the process of being assigned to a claims associate for handling. Mr. ******** advised he was in the process of moving to Vermont, and had no permanent address at that time. He provided his work address. The associate let him know he would be hearing from the assigned claims associate for further handling.
  
  On July 2, 2024, the handling claims associate spoke with ***** at the Nationwide on Your Side shop, *** *********. He confirmed the damage to the vehicle was to the front bumper cover. All other damages to the vehicle were from a previous loss. The shop was going to amend the estimate for the damages from this loss and upload them into the system. They did this, and the claims associate called Mr. ********, leaving a message advising he was mailing the payment for the damages to his work address in Vermont. He would email a copy of the estimate. A payment in the amount of $546.67 was issued to ****** R. ********.
  
  On July 9, 2024, Mr. ******** called in to Nationwide inquiring about the claim. He had not received the payment for damages yet. He was advised the check had been sent on July 2, 2024; however, with the holiday, there may have been a delay with the mail. He was upset that there was only one Nationwide on Your Side shop in the state, and that shop was months out scheduling repairs. The associate expressed regrets for the inconvenience. On July 16, 2024, Mr. ******** called back in, confirming he had received the check.
  
  On July 18, 2024, Nationwide received a supplement for review and approval. An additional payment of $128.46 was issued to ******* **** **** & ****** ** ********. The claims manager spoke with ******* **** ********* on July 22, 2024. He was advised that Mr. ******** had not yet scheduled repairs. The manager confirmed that the supplement had been received and approved, and payment was forthcoming. He also emailed a breakdown of the payment.
  
  The manager received an email from Mr. ******** the same day. He expressed frustration and felt his claim had been mishandled. He said the skunk he hit had done almost no damage, but somehow the damages were divided up so the whole front of the car was on that claim. He was also upset over having to pay two deductibles. He believed there should just be one deductible to pay. He also advised he’d had an alignment done, and needed to get a rim replaced for one that was bent. The claims manager responded emailing Mr. ******** to address his concerns with the estimates from his two losses (claims ********* & *********). He agreed to review both estimates to ensure the damage had been properly allocated with each claim opened. He explained that with two loss dates, loss types, and being separate events, the two deductibles would be applicable for the coverage in place. He also let Mr. ******** know he was in the process of following-up with his shop of choice to see if they would accept the Estimate of Repair rate. If not, he would offer other repair locations, or he could use his own shop of choice who would do the work for the approved market rate. The claims manager agreed to be Mr. ********** point of contact moving forward on the claim, and will continue working with him to bring the claim to a resolution.
  
  Today, after further review, the claims manager made the decision to handle all of the vehicle damages under the initial claim ********* for his loss on December 16, 2023. Mr. ******** has remained adamant that no damage occurred to his bumper when he struck the skunk on June 23, 2024 (claim *********). The claims manager agreed the damages are more consistent with the first loss from December 2023. Mr. ******** had advised he only mentioned hitting the skunk because he was concerned there could be undercarriage damage. We are now in the process of moving payments and having claim ********* disabled. Additionally, given the proximity of a Nationwide on Your Side shop, and availability to repair being October, the claims manager is authorizing a concession of rate to get an agreed price with Mr. ********** shop of choice.
  
  Our review found no evidence of unreturned calls; however, we regret if that was Mr. ********** experience. We also regret if he was dissatisfied with receiving multiple calls from different associates. Given the fact he has two open claims with Nationwide, there are different associates involved in managing both.
  
  If there are attached documents, they may include the redaction of personal and private information that is not relevant to the complaint. If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, ********** ***** at ###-###-#### or by email at *********************.
  
  Sincerely,
  
  ***** ******
  Specialist, Regulatory Solutions
  ************
  
  

  Customer response

  07/24/2024

  I have lost count of the number of people involved. After initial claim I received several phone calls then immediately checks were sent to my work. A ******* **** was assigned who was on vacation for weeks! WEEKS. I called and got no response concerning anything! Also once estimate from Nationwide's only shop in VT they divided up said claim counter to the facts of the claims to benefit Nationwide costing me the most money!!!! Causing more problems, this response is just more games from people who are trying to win through attrition and numbers. DO IT RIGHT! STOP MAKING EXCUSES. This is not a negotiation you have an obligation legally that you are not fulfilling. The current person *** whatever needs to finish this ASAP so i can get my car into safe condition!!! Nationwide is not on my side nor are you nationwide 1 shop in VT?

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

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We filed a Hail & Wind Damage Claim with Nationwide Insurance that occurred on September 9th 2023 at approximately 5pm on June 4th 2024. We were assigned to ***************************** (Nationwide Adjuster) and he scheduled our initial claim inspection for June 6th 2024.

  On June 6th 2024 the adjuster sent Mr. **** who is with SeekNow Roofing Company (A subcontractor working with Nationwide Adjuster for Roof Inspections) showed up on our property at approximately 1:10pm along side with Ameripro Roofing contractor representative Mr. **** who showed up to seek to be contracted to replace or to repair our roof.

  Mr. **** told us that their company can help us to negotiate on our behalf to get our roof approval for a fully replacement but before that can happen we have to sign their contract paperworks which he presented to us and we refused to sign because he couldnt tell us how much it will be for a full replacement.

  Mr. **** told us it will be a good to sign their contract to qualify us for a full roof replacement.

  ***************************, Nationwide Claims Manager (****************** the adjuster manager) refused to assign a new adjuster after several requests due to unprofessional behavior from ****************.

  On June 19th 2024, around 11am Nationwide sent Genesis ************ Group to inspect and repair our roof. Upon inspection, they recommended for a full roof replacement because they said if they repair just the damage area they cannot warranty the work due to the fact that it will be a temporary repair and they will discuss it with Nationwide.

  We filed the claim on June 4th 2024 and as of this date (July 2nd 2024) there has not be any communication from the adjuster whatsoever to help claim. I hope Nationwide is not a scam insurance company.

   

  

  Business response

  07/11/2024

  July 11, 2024
  

  ***************************************
  Dispute Resolution Team
  Better Business Bureau Serving ************
  ************************************************************************-1005
  

  BBB Complaint #: 21934475
  Complainant Name: ***********************
  Policy #: 5345HR000043 Claim #: 754586-GP Company Name: Nationwide Insurance Company of America OCR Ref #: 3610159
  

  Dear ***************************************:
  

  We appreciate your inquiry and the opportunity to address our insureds concerns. We regret to hear our service did not meet his expectations. We take customer service very seriously and continuously strive to improve our service.

  
  Nationwide received a Property Damage claim from our insured, ***********************, on June 4, 2024, with an alleged loss date of September 9, 2023. Our Adjuster contacted our insured on June 5, 2024, to confirm the loss facts, provide policy coverage and deductible information, and we agreed to inspect his property on June 6, 2024.

  
  Nationwide inspected the insured property, along with our Independent Appraisal Company SeekNow, on June 6, 2024, as agreed. Our insured and a contractor from Ameripro Roofing who was seeking to do the repairs for our insured, were present at the time of the inspection. SeekNow identified 7 shingles on the front slope that were damaged from wind. No hail damage was identified on the front slope. No wind or hail damage was identified on the rear slope. Additionally, there was no wind or hail damage evidence on collateral roofing items. Our Nationwide Adjuster did not get on the roof with SeekNow and the insureds contractor. Our adjuster reviewed SeekNows report, as well as reviewed the exterior of our insureds residence. An estimate was prepared which included coverage for the 7 shingles plus 3 for waste.

  
  On June 7, 2024, our insured called ***************** to complain about interactions between his contractor and the representative from SeekNow. He felt there was some form of collusion on the part of these inspectors and our Adjuster. Nationwide advised the insured this was not accurate. Nationwide has no relationship with Ameripro Roofing. Nationwide agreed to complete a second inspection of the insured roof utilizing a different vendor than SeekNow.

  
  The second inspection occurred on June 13, 2024, at our insureds residence. Our insured was not present during this inspection, but to assist in resolving his claim quickly we proceeded with the inspection. The second inspection by ******** **** reported no signs of hail impact on any elevation. There were no strike marks, spatter to window screens, power boxes, siding, or soft metals. All soft metals and components of the roof, rake metals, and gutter lips were inspected and displayed no signs of impact. Additionally, a 10 X 10 section of the rear slope found no evidence of impacts, spatter, or strike marks to the shingles. The shingles did appear to show signs of blistering, which is not covered under the Homeowners Policy, as well as prior repairs to the roof. A partial denial for the blistering was issued. Nationwide ***************** spoke to the insured, and we agreed to repair the wind damaged shingles previously noted in our first inspection. Our insured decided to use a Nationwide Preferred Repair Network (***) vendor for the repairs.

  
  The *** vendor, Genesis ************ Group, was assigned to the insureds claim on June 14, 2024. On June 25, 2024, Nationwide received reports from the **** The *** advised the insured they would not warranty their work unless the full roof was replaced because of blistering, and prior repairs. As noted earlier, blistering, wear and tear, and deterioration are not covered under your Homeowners Policy.

  
  On July 9, 2024, Nationwide reviewed all evidence along with comments made by the *** to the insured and agreed to provide coverage for a full roof replacement. Nationwide ***************** reached out to the insured later the same day to advise him his Adjuster would complete the supplement this week.

  
  If you require further assistance, please contact *****************************, at ************ or by email at **********************************.

  
  Sincerely,
  
  ********************************
  Specialist, Regulatory Solutions
  PL Claims Customer and Regulatory Solutions CARS

  Customer response

  07/23/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ***********************

• Initial Complaint

  06/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Nationwide Pet Insurance did not provide documentation or notification of our renewal premium more than doubling in 2024. They have been billing recurring payments without any authorization to do so at the new rate. When we spoke to the Nationwide customer service representatives, they said they did not have to provide notification of the policy premium more than doubling and refused to refund the unauthorized charges to our account when we identified that they were fraudulently billing our credit card

  Customer response

  06/17/2024

  
  *************************** <************************>
  Attachments
  7:50 AM (6 minutes ago)
  to disputeresolution
  
  Hello-
  
  Please find the signed PDF attached.

  

  Business response

  06/21/2024

  June 21, 2024

  
  ***************************************
  Dispute Resolution Team
  Better Business Bureau Serving ************
  **************************************-1005

  
  BBB Complaint #: ******** Complainant Name: *******************************
  Policy #: F-******, F-****** Company Name: Veterinary Pet Insurance Company OCR Ref #: 3610452

  
  Dear ***************************************:

  
  We are in receipt of the correspondence regarding the above-referenced files.

  
  In her complaint, ****************** is disputing that we sent adequate notice of the premium increase on her policy.

  
  ****************** was sent a renewal notice in December 2023, which lists both the total premium for the term and the monthly installment payments. In addition, she was sent a new declaration page, showing her new premium and installment, in January 2024. In a call to our member care representatives on April 30, 2023, the policyholder confirmed receipt of the documents and referenced language contained within.

  
  Also, ****************** alleges she was informed by a service representative that we did not have to provide notification. ****************** spoke to three agents in April and June of 2024, all of whom told her we did provide notification in the form of those two documents, which are compliant with the legal requirements.

  
  ****************** asked for a refund of premium for this term. Premium refunds are provided in accordance with the policy provisions under 10B. of the Termination of Insurance section. As such we cannot refund earned premium for the months we have covered her pets. We will be refunding any unearned premium.

  
  If there are attached documents, they may include the redaction of personal and private information that is not relevant to the complaint. If there are questions or if you require further assistance, please contact our Customer Relations Coordinator, ***********************, at ************ or by email at *********************************.

  
  Sincerely,
  *************************** Director, Product- P&C
  Enclosure(s

  Customer response

  06/21/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21814217
  
  I am rejecting this response because: Nationwide Pet Insurance DID NOT send a disclosure of the new fees. The documentation they provided in December of 2023 DID NOT include the change in premium.

  The support agent was unable to provide this documentation or proof of this being sent to us. The provided email just said "automatic renewal" and did not have the information regarding the cost

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

  

  Business response

  06/28/2024

   

  June 28, 2024

  
  ***************************************
  Dispute Resolution Team
  Better Business Bureau Serving ************
  ************************************************************************-1005

  
  BBB Complaint #: ******** Complainant Name: *******************************
  Policy #: F-******, F-****** Company Name: Veterinary Pet Insurance Company OCR Ref #: 3610452

  
  Dear ***************************************:

  
  We are in receipt of the rebuttal regarding the above-referenced files. ****************** is disputing our initial reply to her complaint.

  
  ****************** alleges that we did not send disclosure of her new premiums. However, that information is included in page 3 of both notices we sent, of which ****************** has already acknowledged receipt in a call with our member care rep on April 30.

  
  We have attached the notices sent to ****************** for both policies, with the premium amounts highlighted.

  
  If there are attached documents, they may include the redaction of personal and private information that is not relevant to the complaint. If there are questions or if you require further assistance, please contact our Customer Relations Coordinator, ***********************, at ************ or by email at *********************************.

  
  Sincerely,
  *************************** Director, Product- P&C
  Enclosure(s)

  Customer response

  06/28/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  *******************************

• Initial Complaint

  05/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Complaint taken over phone by H363137**3238313831H representative BA.Consumer was paying $157.45 monthly for a bundled auto/homeowners insurance for a 2012 ****** and a 2001 ****** Camry. The ****** was totaled in May of 2023. Payments are taken automatically from his checking account. In April 2024, he received he received a letter stating they were dropping insurance on the ******. The new monthly billing for the homeowners insurance and insurance on the ****** will be $85.97. Consumer spoke with an agent on 5/21 about reimbursement for the months that he paid for the ****** and was told this will be a &#**;long call.&#**;

  

  Business response

  06/07/2024

  **************************************************************************
  Thu, Jun 6, 4:20 PM (15 hours ago)
  to disputeresolution
  
  
  
  Better Business Bureau Of *************
  **************
  ******************-1919
  
  
  
  June 6, 2024
  
  
  Nationwide OCR Ref #: 3609219
  BBB File #: 21747323
  Complainant Name: ***************************
  
  Dear Better Business Bureau Of *************:
  
  Due to the authorization form not being received, we will address this case directly with the complainant.
  
  Sincerely,
  
  ***********************************
  Nationwide Property and Casualty Insurance Company
  Consumer Response Representative
  **************

  

  Business response

  06/26/2024

  June 26, 2024
  

  ***************************************
  Dispute Resolution Team
  Better Business Bureau Serving ************
  ************************************************************************-1005

  
  BBB Complaint #: ******** Complainant Name: ***************************
  Policy #: 9234J ****** Company Name: Nationwide Property and Casualty Insurance Company OCR Ref #: 360921

  
  Dear ***************************************:

  
  We have received the recent inquiry from ***************************, regarding personal Auto policy 9234J ******, and the concerns regarding the removal of a vehicle and refund. We would like to address those concerns.

  
  Mr. ******* Auto policy renewed for the term effective ******* 7, 2024, through July 7, 2024, insuring himself and a 2012 ****** and 2001 ******* with a term premium of $852.57. **************** is enrolled in a monthly automatic payment plan. The monthly premium billed was $142.10 (may adjust by $0.01), plus the Tenant monthly premium of $13.36, and a $2.00 installment fee. Payments were received for ******* through April.

  
  On April 7, 2024, Mr. ******* 2001 ****** Camry was originally removed effective April 2, 2024. A pro rata decrease of $144.98 was applied for the rest of the term, reducing Mr. ******* payments for the Auto policy to $69.61 (may adjust by $0.01) for *** and June.

  
  On *** 21, 2024, **************** reduced the Comprehensive deductible from $500 to $100 effective that same date, which resulted in a pro rata increase of $15.01.

  
  On June 3, 2024, a renewal offer for the July 7, 2024, through ******* 7, 2025, term was issued with a premium of $679.95, to be billed over six-monthly installments of $113.33.

  
  On June 20, 2024, effective the same date, the 2012 ****** was replaced with a 2013 **** F150, which resulted in an increase of $338.48, encompassing a pro rata increase of $27.06 from June 20, 2024, to July 7, 2024, and a full-term increase of $311.42 for the July 7, 2024, through ******* 7, 2025, term.
  Our company has removed the 2001 ****** back to *** 24, 2023. A refund of $433.03 is being issued via US Mail to **************** and should be received within seven to ten days of the date of this letter. The refund breaks down as follows:
  ?
  *** 24, 2023, through July 7, 2023: $56.29
  ?
  July 7, 2023, through ******* 7, 2024: $246.59
  ?
  ******* 7, 2024, through April 2, 2024: $130.15

  
  Mr. ******* account has been adjusted to account for the above-mentioned changes. Mr. ******* Auto policy will bill $172.24 for the six-monthly installments of the July 7, 2024, through ******* 7, 2025, term. This includes the renewal premium of $679.95, the increase of $15.01 from the change on *** 21, 2024, and the increase of $338.48 from the change on June 20, 2024. This bill will also include the monthly premium for the Tenant policy and applicable installment fees.

  
  If there are attached documents, they may include the redaction of personal and private information that is not relevant to the complaint. If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, ***********************************, at ************** or by email at **********************************.

  
  Sincerely,
  ***********************
  Specialist, Regulatory Solutions

• Initial Complaint

  05/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We've had an utterly disappointing experience dealing with our homeowners claim for hail damage to our entire roof. As loyal customers for over a decade, the level of communication has been nothing short of embarrassing. Not once, but twice, they've attempted to issue minimal payment for roof 'repairs' and close our claim without engaging us directly. To compound matters, we've only received email notification, not a phone conversation, that an inadequate payment check is enroute to us for a second time in an attempt to get us to 'go away'. Our entire roof has sustained hail damage, yet they've failed to provide the documentation we've requested now twice regarding the inspectors' findings due to the conversation we had with the inspector and what they state is in the report contradicting one another.This lack of transparency and attempt to resolve the matter without proper consultation is unacceptable. 

  Customer response

  05/22/2024

  
  *********************** <********************>
  Attachments
  9:29 AM (28 minutes ago)
  to disputeresolution, *******
  
  Please see the signed authorization attached in reference to Complaint
  ID#********
  

  
  

  

  Business response

  05/28/2024

  From: <**************************************************************************>
  Date: Fri, May 24, 2024 at 3:50 PM
  Subject: BBB ******** *********************** - Nationwide OCR Ref # *******
  To: <********************************************************>
  
  
  
  
  Better Business Bureau Of *************
  **************
  ******************-5627
  
  
  
  May 24, 2024
  
  
  Nationwide OCR Ref # *******
  
  
  Dear *********:
  
  I hope this email finds you well. My resolvers are currently working diligently to research all matters pertaining to this complainant's claim. Due to the long holiday weekend we are kindly asking for an extension to provide the best response/resolution possible. Would 05/31/2024 be an acceptable time to submit our response?
  
  Thank you kindly,
  
  Sincerely,
  
  
  
  
  
  *************************
  Nationwide Insurance Company of America
  Customer Relations Coordinator
  **************

  

  Business response

  06/05/2024

  June 5, 2024
  

  ***************************************
  Dispute Resolution Team
  Better Business Bureau Serving ************
  ************************************************************************-1005

  
  BBB Complaint #: ******** Complainant Name: ***********************
  Policy #: 5219HR124272
  Coverage Type: Homeowners
  Claim #: 550672-GP
  Company Name: Nationwide Insurance Company Of America
  OCR Ref #: 3606915

  
  Dear ***************************************:

  
  Thank you for your recent inquiry regarding a complaint we received from ***************************. We have reviewed the complaint and the claim file, and we appreciate the opportunity to address the concerns.

  
  A claim was reported to Nationwide on March 20, 2024, for hail damage at **************** residence on September 8, 2023. We attempted to contact ************ on March 21, 2024, and spoke with ************ the following day to discuss the claim. She informed us that a contractor had inspected her roof and found hail damage to the shingles, downspouts, and a leak around the skylight. We discussed coverages and arranged for an inspection of the residence.

  
  Nationwide engaged a third-party vendor to inspect **************** residence. We reviewed the inspection report on April 6, 2024, which showed hail damage on the right and back slopes, interior water damage, and damage to the roof accessories. **************** contractor also pointed out items during this inspection for review. An estimate for the repair of the damaged areas was completed on April 9, 2024. We attempted to discuss the estimate and left a voicemail for our insured the same day. A payment was issued for the damages found in the amount of $2,667.03.

  We spoke with ************ on April 12, 2024, and informed her that her roof was inspected while her contractor was present, and the estimate was written for the damages found.

  We told her that her contractor could submit additional documentation for further review. At her request, we contacted her contractor later the same day. We discussed that hail was found on the right and back slopes, and we had completed a repair estimate. **************** contractor indicated the shingles were discontinued and, therefore, those slopes should be replaced. We informed **************** contractor we would obtain a shingle sample to determine the availability of the shingles. **************** contractor advised they would send additional photos for review. We later advised ************ regarding our conversation with her contractor. We again spoke with **************** contractor on April 15, 2024, and reiterated our request for photos.

  
  The inspection to determine the availability of the shingles occurred on April 25, 2024. We contacted ************ and her contractor on April 27, 2024, advising that we had received an update that the sample had been taken, and we awaited the results. We updated ************ on May 2, 2024, that we still awaited the results. On May 3, 2024, we updated Mr. and ************ that we had received the results and would follow up once the estimate was completed. We provided a status update on May 14, 2024, advising that we were working quickly to complete our review.

  
  Nationwide followed up with Mr. and ************ on May 17, 2024, and left a voicemail explaining the estimate and payment in the amount of $1,165.04 was issued. A Partial Denial was issued, explaining we would not owe to match undamaged shingles. An email was sent the same day with a copy of the estimate, directions on obtaining the recoverable depreciation, and a Partial Denial letter. We also spoke with **************** contractor and advised that his estimate contained items that were not storm-related and, therefore, not approved. Additional information was received from Mr. and **************** contractor on May 21, 2024. We left Mr. and ************ a voicemail on May 22, 2024, to further discuss the claim and our position. Nationwide again left a voicemail for Mr. and ************ to discuss further their claim on May 23, 2024, and May 29, 2024. A copy of the inspection photos was emailed to Mr. and ************ on June 1, 2024.

  
  As part of our ongoing review, we attempted to again contact Mr. and ************ via phone and email on June 4, 2024. The estimate was updated on June 5, 2024, and a payment was issued in the amount of ********. We again attempted to reach Mr. and ************ by phone. We also advised our insureds we would engage an engineer to complete an inspection of the roof. Once the inspection occurs, we will follow up with Mr. and ************. Should Mr. and ************ wish to discuss their concerns, Nationwide stands ready to assist. We appreciate your inquiry and the opportunity to address our insured's concerns. We regret to hear our service didn't meet their expectations. We take customer service very seriously and continuously strive to improve our service.

  If there are attached documents, they may include the redaction of personal and private information that is not relevant to the complaint. If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, ************************* at ************ or by email at **********************************.

  
  Sincerely,
  
  *************************
  Specialist, Regulatory Solutions
  Enclosure(s)

  Customer response

  06/07/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21744130
  
  I am rejecting this response because: 

  We are perplexed as to why three payments in the amounts of $6,307.81, $1,165.04, and $2,667.03 for a total of $10,139.88, which falls significantly short of the $30,000.00+ quote we received to replace the roof, have been issued without a direct discussion with us regarding the resolution. We are not accepting these payments as a final resolution, and they should not have been issued yet under these circumstances in hopes that we 'go away'. Furthermore, the inspections had not been completed, meaning decisions are being made without gathering all necessary facts.

  Additionally, it is concerning that our request for the documentation from Seek Now, the original inspector, has not been addressed. The refusal to provide the actual findings from this inspection is troubling and lacks transparency. Please provide the requested documentation from Seek Now at your earliest convenience.. It is also concerning that the claim is showing as closed even though it is very much open and still in discovery and they are working to send out another inspector.

  Furthermore, it is concerning that as a multi-billion dollar company, Nationwide is depreciating our roof despite the fact that it is damaged in multiple areas from the hail damage and the shingles cannot be matched. It is unacceptable that Nationwide is willing to mismatch the roof on a half a million dollar house. 
  

  Thank you for your attention to this matter.
  
  Regards,
  ***********************

  

  Business response

  06/13/2024

  June 13, 2024
  

  ***************************************
  Dispute Resolution Team
  Better Business Bureau Serving ************
  *********************************br>********, ** 43215-1005

  
  BBB Complaint #: ******** Complainant Name: ***********************
  Policy #: 5219HR124272

  
  Coverage Type: Homeowners Claim #: 550672-GP Company Name: Nationwide Insurance Company Of America OCR Ref #: 3606915

  
  Dear ***************************************:

  
  We are in receipt of your additional correspondence regarding the above noted file for ***************************. We appreciate the opportunity to review and address her concerns.

  
  The payments that have been issued were based on the initial inspection and estimate. These payments cover the undisputed damages to the right and back slope. In contrast, Ms. ***** contractors estimate accounts for the entire roof. Although the claim file was initially closed, (we have reopened the claim file) as we are conducting further inspections to gather all the information. We are currently awaiting the results of the engineers inspection and the subsequent report. We have attempted to engage in direct discussions with Mr. and ************ and have left voicemails inviting them to contact us. We will follow up with Mr. and ************ once we have received the engineers report.

  
  Nationwide also acknowledges Ms. ***** request for the documentation from Seek Now. On June 1, 2024, a copy of the inspection photos was emailed to Mr. and ************. The Seek Now report is a tool utilized to assist with the evaluation and investigation of the claim presented. Final claim coverage and evaluation determinations are made by the claim handler and do not rely solely on the inspection report provided by Seek Now. Seek Now does not determine coverage or make coverage decisions.
  

  
  We understand Mr. and Ms. ***** concerns about depreciation and the potential mismatch of the shingles. On May 17, 2024, we issued a Partial Denial letter, which clarified that we would not match undamaged shingles as per the terms of the applicable policy language. While the policy includes replacement cost coverage, a letter was issued on June 5, 2024, explaining how to recover the depreciation.

  
  We appreciate Ms. ***** patience and understanding as we diligently work to address her concerns. We value open communication and invite ************ to contact us directly should she wish to discuss her concerns further. If there are attached documents, they may include the redaction of personal and private information that is not relevant to the complaint. If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, ************************* at ************ or by email at **********************************.

  
  Sincerely,
  
  *************************
  Specialist, Regulatory Solutions
  Enclosure(s)

  
  

  Customer response

  06/19/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21744130
  
  I am rejecting this response because: 

  I still haven't received the original roofing inspection report from Nationwide, despite multiple requests. The inspection was conducted by Seek Now, and I'm not sure why it's being withheld. Please email the report to me as soon as possible. Additionally, my shingles haven't been repaired where the sample was taken, and I haven't received the sample back. There is currently a missing shingle on my roof. When will this be replaced? We have an inspector coming tomorrow, so we'll see what Nationwide has to say this time - my contractor will be there to meet them. I prefer to have all communication in writing at this point.

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

  

  Business response

  06/26/2024

  June 26, 2024
  

  ***************************************
  Dispute Resolution Team
  Better Business Bureau Serving ************
  ************************************************************************-1005

  
  BBB Complaint #: ******** Complainant Name: ***********************
  Policy #: 5219HR124272
  Coverage Type: Homeowners Claim #: 550672-GP Company Name: Nationwide Insurance Company of America OCR Ref #: 3606915

  
  Dear ***************************************:

  
  We are in receipt of your additional correspondence regarding the above noted file for ***************************. We appreciate the opportunity to review and address her concerns.

  
  As noted in prior communications, the Seek Now report is a tool utilized to assist with the evaluation. This report is Nationwides work product and we have shared the photos from the inspection with ************.

  
  The shingle sample was taken from an undamaged slope. Nationwide revised our estimate to include replacing this slope and have issued an additional payment of $6,307.81, as noted in our response of June 5, 2024.

  
  The engineer recently completed his inspection and Nationwide is awaiting the completed report. Nationwide left messages for both ********************* and *********************** on June 24, 2024, and June 25, 2024. A status email was also sent to the Grafs on June 25, 2024.

  
  We appreciate Ms. ***** patience and understanding as we diligently work to address her concerns. As soon as we receive the engineer report, we will reach out to her to review the findings.

  
  If there are attached documents, they may include the redaction of personal and private information that is not relevant to the complaint. If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, ************************* at ************ or by email at **********************************.

  
  Kind Regards,
  

  
  *************************
  Specialist, Regulatory Solutions
  PL Claims Customer and Regulatory Solutions - CARS

  Customer response

  06/29/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21744130
  
  I am rejecting this response because: 

  We will wait to see what the report comes back with. I understand Nationwide uses the report from SeekNow, but what I don't understand is why they are not sharing the report itself to show US the policy holders, what was found our OUR roof. Also, where were these pictures shared to?
  
  Regards,
  
  ***********************

  Customer response

  07/04/2024

  This complaint is not resolved. Even in Nationwide's last reply they are waiting on the Engineers findings. Please reopen until resolution is provided and all results are final.

  Customer response

  07/10/2024

  *********************** <********************>
  Thu, Jul 4, 10:33 AM (6 days ago)
  to Better
  
  This complaint was closed but should not be as it is not resolved. We are still waiting to hear back from the Engineer report and Nationwides response. Please reopen this complaint as unresolved, and Open.
  
  Thank you,
  *******

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying since February to roll over my retirement funds to my local credit union. After a long time, they finally sent the employer portion to my credit union. However, MY portion, which I paid in after I paid taxes on it, was done incorrectly. They sent the check to my credit union, minus State of Michigan taxes. These taxes were PAID. Plus, it was a ROLL OVER, which is NOT taxed anyway!

  They claim the administrator that filled out the paperwork did not say it was a roll over. Angie Cuson, the administrator, says her form clearly stated it was a roll over, thus not taxable. Either way, Nationwide removed nearly two thousand dollars of MY money to send to the State of Michigan incorrectly. They are REFUSING to send me the balance that they owe me, stating I have to return the entire amount first. There is a snowballs chance in hades that is happening, since the check will be swallowed up into a black hole and I will never see the funds again, or at least not for a long, long, long time. All they need to do is send me the portion they incorrectly withheld from my roll over! How freaking hard is that? They are the ones that made the error! Dealing with Nationwide has been a nightmare beyond belief, and I have already complained two previous times to the BBB without any reply from you. PLEASE get this incorrectly withheld tax money sent to me!

  

  Business response

  05/30/2024

  Thank you for bringing this matter to our attention. We are working directly with the participant to address their concern. Should the participant need further assistance they have contact information for one of our managers who is assisting them and he is happy to address further concerns. 

  Customer response

  05/30/2024

  I finally did hear from Nationwide TODAY, and he told me they would be forwarding the incorrectly withheld tax money either this week or the beginning of next week to my Credit Union.  As long as this occurs, I will be satisfied.
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  **** ****

*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. ↩