ComplaintsforFirst Acceptance Insurance Company

• Initial Complaint

  08/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've requested to be refunded for a policy I purchased. I was supposed to buy a car but unfortunately the car was sold prior to my arrival. Acceptance insurance refuses to refund my money they instead without my permission and against my request they decided it was best for them to issue a credit instead of refunding my money

  

  Business response

  08/29/2022

  Business Response /* (1000, 5, 2022/08/23) */ Dear Ms. **********: This letter is in response to the complaint filed by Ms. ******* *****, regarding the status of the credit on her insurance automobile policy. On August 12, 2022, Ms. ***** completed an application for an automobile insurance policy with Acceptance Insurance for coverage on a 2015 ******** 350 and 2016 ************. To issue the policy, a down payment in the amount of $437.23 was paid by Ms. *****. On August 13, 2022, Ms. ***** contacted her local agent's office to request the removal of the 2016 ************ due to not taking possession of the vehicle. Additionally, Ms. ***** provided an email from the dealership stating that she did not take possession of the vehicle. The 2016 Buick was removed from Ms. ***** policy effective August 12, 2022. Once the vehicle was removed, Ms. *****' policy reflected a credit from the change that was processed. On August 17, 2022, Ms. ***** contacted the local agent's office inquiring about the credit and advised that she would like her credit refunded back to her credit card. On August 18, 2022, a refund in the amount of $217.67 was sent back to Ms. ***** (credit card ending in #****). Please allow 3-5 business days for the refund transaction to appear in Ms. ****** account with her financial institution, depending on her bank's processing time. Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns please contact us at **********@acceptance.com, or contact the undersigned and please send a copy to **********@acceptance.com. Sincerely, ******* ******* Underwriting Director (XXX) XXX-XXXX, ext. XXXXX ********@acceptanceinsurance.com Enclosures: (3)

• Initial Complaint

  07/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had an automobile accident on 6/17/2022. I called to file the claim with my insurance. The lady on the phone said I didn't have coverage anymore. I asked her why and she stated that there was a lapse in my policy due to lack of payment. Now, I had set up auto pay to be withdrawn from my account each month on the 23rd. I also make sure that the money is in my bank account every month on time in order to pay my bill. She stated that there was a glitch in their system and that's why the payment didn't go through. I called their customer service line and spoke with a different lady who stated that they had sent me letters in the mail stating my policy had lapsed. I never received anything about a lapsed policy. I only received a copy of my new insurance cards stating that my insurance was active and had started on April 24th the day after my policy supposedly "lapsed".She then asked for my address and phone number to verify my account, when I gave them to her she stated that they didn't have any of that information on file. So she lied to me because how else could the company have sent me my new cards if they didn't have my address on file. I finally was able to file the claim but it was denied due to no coverage. At this point I am waiting for a "District Manager" to contact me regarding these issues. I have been ignored, taken advantage of, lied to, and so far have had to pay $800 in lot fees and towing for my vehicle because I had to wait to see if they'd handle the fees but I needed my car. I'm also searching for a lawyer to help me settle this but have not found one yet.

  

  Business response

  07/26/2022

  Business Response /* (1000, 5, 2022/07/20) */ Dear Ms. *********** This is in response to the complaint filed by **** *******. Mr. ******* notified First Acceptance Insurance Claims department of this loss on 06/22/2022. In his statement with us he advised that he was driving down *** ******* ****** Road. While driving the 2013 **** ********* he advised that he was approximately two car lengths behind the other driver. Mr. ******* stated that the other driver hit the brakes abruptly and his brakes did not react fast enough. He ended up striking the vehicle. When we advised Mr. ******* that it appeared his coverage was no longer valid, he seemed to be aware of this stating that there was an issue at the agent's office, and they were currently working to get it resolved. We contacted the agent and were advised that while there may have been a system error. The agency advised that the system error was for the payment requested in April. This error did not collect the payment causing two payments to be requested in May. The agent advised that they would not be able to get the policy reinstated, Mr. ******* refused to sign a "No Loss Statement" as this loss had occurred while the policy was in lapse. They advised when underwriting reviewed the issue, they found that the insured was sent a notice and did nothing regarding the policy until after the accident so the policy could not be reinstated without lapse. Mr. ******* advised when completing his statement with us, that he lived at a different address than the one we have on file. The address we had on file was the address that was listed on his application when starting the policy. All the notifications and mail were sent to this address. It is the customer's responsibility to notify us of any changes in his status as outlined in the policy application. We regret that Mr. ******* has experienced frustration with his claim and can assure you that Acceptance Auto Insurance strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner. Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns, please contact us at **********@acceptance.com, or contact the undersigned and email a copy to **********@acceptance.com. Sincerely, Michael C*** Regional Claim Director (XXX) XXX-XXXX *****@acceptanceinsurance.com

• Initial Complaint

  07/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was injured when a First Acceptance Insurance Co. insured kicked her car door open as I was traveling past her car on my bicycle. I filed a claim with First Acceptance (#XXXXXXXXXX) and was told my adjuster, Terry ** F*******, would contact me within 48 hours. He left a voice message (vm), I left a return vm for him and after two such vm exchanges he has shut down all communication. Over the past two weeks, I have left numerous vm's and submitted documentation concerning my damages. Mr. F******* has not responded and I cannot reach any live human at the company (all tel. #'s appear to route back to Mr. F*******'s extension!). I have since learned that First Acceptance has an awful industry reputation for this kind of bad faith behavior.

  

  Business response

  07/27/2022

  Business Response /* (1000, 5, 2022/07/19) */ Dear *** *********** This is in response to the complaint filed by Mr. ***** *****. First Acceptance Insurance Company received notice of this claim on June 23, 2022. Please be advised that the initial handling representative, Terry F*******, is no longer with the Company as of July 11, 2022. It is regrettable that Mr. ***** was unable to connect with him prior to that date and you can rest assured that First Acceptance Insurance strives to deliver exceptional service to our first- and third-party claimants. The file handler is now Renee C*****, who has communicated her information to Mr. *****, and we are working on a resolution of the claim. Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns, please contact us at **********@acceptance.com, or contact the undersigned and email a copy to **********@acceptance.com. Sincerely, Sandra B********** Casualty Claims Director (XXX) XXX-XXXX, ext. XXXXX ************@acceptance.com cc: Compliance Analyst at **********@acceptance.com Consumer Response /* (3000, 7, 2022/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I figured Mr. F******* might have left the company. However, First Acceptance indicates in their response to the BBB that the new "file handler", Renee C*****, "has communicated her information to Mr. *****." This is simply untrue. I have not received any form of communication from Ms. C***** (US Mail, email, telephonic, text, etc.). I maintain my complaint against First Acceptance for acting in bad faith. I have also filed a formal complaint with the CA Dept. of Insurance against this subpar insurance company with, not surprisingly, among the p****st consumer reviews in the industry. ***** *****, Esq. cell: (XXX) XXX-XXXX email: *************@gmail.com address: **** **** **** ******* ***** ** XXXXX Business Response /* (4000, 9, 2022/07/27) */ Dear *** *********** This is in response to the rebuttal filed by Mr. ***** *****. We regret that we were mistaken in our original response. Mr. ***** is correct in that Ms. C***** had not yet communicated with him. Another adjuster working on the property damage claim, Ray M****, had reached out to Mr. ***** on July 14th. Since that time, Ms. C***** has communicated with Mr. ***** regarding this claim. FAIC has completed the liability investigation and has denied liability on behalf of our insured. This decision has been communicated to Mr. *****. The referenced Department of Insurance complaint has been answered in a separate correspondence to the California Department of Insurance. Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns, please contact us at **********@acceptance.com, or the undersigned and email a copy to **********@acceptance.com. Sincerely, Sandra B********** Casualty Claims Director (XXX) XXX-XXXX, ext. XXXXX ************@acceptance.com cc: Compliance Analyst at **********@acceptance.com

• Initial Complaint

  06/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 4/18/22, I paid my car insurance premium for a ******************** six months in advance for$*****. Approximately, before a month of having this policy I totaled my vehicle and then I requested a cancellation of the policy for a refund. Without my permission, Acceptance Insurance paid my policy for my **************** a year advance and started they would give me a $*** refund. The calculations of this do not add up so I requested for clarification. For half a month, Acceptance Insurance has yet to let me speak to an underwriter, has no returned my calls, and disconnected calls when I tried to find a solution. I need assistance with holding them accountable for there bad business practices and taking advantage of a paying costumer.

  

  Business response

  07/21/2022

  Business Response /* (1000, 5, 2022/07/06) */ Dear **********: This letter is in response to the complaint filed by Mr. ***************, regarding the status of his automobile insurance policy and premium refund. On April 15, 2022, *********** completed an application for automobile insurance with Acceptance Insurance to insure a 2020 *************** (VIN# ending ****). To issue the policy, *********** paid his policy premium for six months in the amount of $2,337.24. On May 4, 2022, *********** was involved in an automobile accident involving his 2020 ***************. On May 14, 2022, ***********, contacted his local agent to add a 2002************* (VIN # ending #****). On June 17, 2022, *********** contacted his local agent to informed them that his 2020 *************** has been deemed a total loss by the claims department. At that time, a policy change was processed to backdate the removal of ***********'s 2020 ***** from the policy effective May 5, 2022, which was the day after the loss. On June 20, 2022, *********** contacted the Customer Service department inquiring about a premium breakdown and a refund for removing the 2020 ***************. On June 30, 2022, ***********, sent an email requesting to cancel his policy. A confirmation of cancellation was sent to ***********. On July 6, 2022, a refund check was sent back to *********** in the amount of $******** (check # ******). Please allow 5-7 days for the refund check to arrive to ***********, depending on the postal mail service. Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns, please contact us at ************************* or contact the undersigned and please send a copy to *************************. Sincerely, *************** Underwriting Director (***) ******************** ******************************** Enclosures: (6) Consumer Response /* (3000, 7, 2022/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Acceptance Insurance may have provided a transcript of communication and assisted me with my cancellation but that wasn't the problem. Unfortunately, the reason I canceled was because of the lack of professionalism displayed when I needed help understanding the underwriting. This company's employees didn't answer, disconnected, and didn't return multiple calls for approximately a week. Only when I cancelled everything did they decide to show a bit of professional behavior. It's really disappointing that when I attempted to speak to a higher authority about my complaint the only response was that there was no one available. This business has poor customer service and should be avoided because when situations arise the employees don't rise to the occasion.

• Initial Complaint

  05/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was hit by someone February 19. File my claim and everything was going smoothly until after my interview. It was complete **** getting in touch with my adjuster to get him to release my car to the shop. He never contacted the other drivers insurance. I got a rental car for 30 days. Emailed my adjuster a picture of the receipt. Had called several times to make sure he got it (IT ALWAYS GOES TO HIS VOICEMAIL) weeks later he finally got back in touch with me and told me he couldn't really see the receipt so I need to send another. So I got a CLEAR picture and emailed it. Called several times to make sure he got it. NOTHING. so I went and paid for it to be faxed. And sent more emails of the receipt and asking for a simple confirmation that he got it. It's been a month and I still can't get in touch with him. I leave a voice mail every time I call. And everytime I call the 1-800 number to try and talk to someone else I'm told "I'll have to send you over to your adjuster, there's nothing I can do for you". And then I tried getting some new insurance quotes because I'm fed up with paying someone 200$ a month and can't even get a simple phone call back, all the quotes I was getting was completely outrageous and after looking into it more my adjuster has ME AT FAULT for the wreck but I have the police report and it states that I was NOT at fault. So not only do they owe me 900$ which is my monthly income by the way, they've made it to where I can't afford insurance on my car.

  

  Business response

  05/25/2022

  Business Response /* (1000, 5, 2022/05/18) */ Dear ***** ******: This is in response to the complaint filed by Ms. ******* ***** and specifically pertains to claim XXXXXXXXX, with the loss date of 02/19/2022. On 04/19/2022, Ms. ******* ***** submitted rental receipts for reimbursement; shortly after that the adjuster requested to reimburse Ms. ***** for her rental bills. Ms. ***** requested rental reimbursement for 26 days for a 17-day repair based on our estimate. The adjuster called Ms. *****'s body shop several times to confirm how many days her vehicle was in the shop to validate the additional rental days that she was requesting. However, we have not been able to get a response from her shop. Since we have not been able to reach her shop, we recently tried to call Ms. ***** at the number we have on file for her, XXX-XXX-XXXX but it appears her number is currently not receiving calls at this time. We also sent Ms. ******* an email request for her to contact our office, and a letter requesting the same and are awaiting her response. We regret that Ms. ***** has experienced frustration with her claim and can assure you that Acceptance Insurance strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner. Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns, please contact us at **********@acceptance.com, or contact the undersigned and email a copy to **********@acceptance.com. Sincerely, **** ******** Regional Claims Director (XXX) XXX-XXXX, ext. XXXXX *********@acceptance.com cc: Compliance Analyst at **********@acceptance.com Enclosures: 3

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 15th 2022 we had a winter storm which My was damaged doing the storm and between the kids playing in snow while my car was parked along side the road in front of a resident...I went to warm my car the windshield cracked when the car warm up later I say alot of hand prints and Scratches along the side of my vehicle around the rear I noticed red paint on rear as if though we had been hit or something a hit it. I was sick so the claim was done on a later date once I failed the claim I took them about 2weeks to come check my car. By the time the adjuster arrived she was rude called me a scammer I was placed under investigation I ask for documentation of my claim the investigater name and contact number the refused to give it to the stating the email it when I asked for documents to be mailed the refuse and tell me it's been email. My windshield is a hazard and unsafe to even drive my car. I would like to speak with a *** ******* ceo b/c I've called been hung up on have record conversation where ***** **** talks and treats me very rudely sad and trouble.

  

  Business response

  05/11/2022

  Business Response /* (1000, 5, 2022/05/04) */ This letter is a response to a complaint filed by the insured, ******** ********. The insured reported her claim to Acceptance Insurance on February 24, 2022. She stated that the date of loss was January 15, 2022. The insured provided a recorded statement on February 24, 2022 alleging that her 2014 ***** ****** was damaged during an ice storm. In her statement, she indicates that she went outside to warm up her vehicle, and she noticed that the windshield was cracked. She also alleged that she did not see the scratches on her vehicle until the vehicle was washed. She stated that there were handprints on the vehicle, which she speculated may have been from children from the neighborhood. An appraisal photo assignment was created on this date, and the insured was advised to complete the photo inspection. On February 28, 2022, a member of the appraisal support team completed a follow-up call with the insured for the photos needed to complete her estimate. It was at this time that insured advised she has a medical condition and was unable to take the photos. She requested an appraiser to come to her home to take the photos. On March 1, 2022, the assignment was changed to have an appraiser take the photos at the insured's residence, which can take approximately three to five business days to complete. On March 7, 2022, the insured requested that the appraisal take place at a different address than previously provided due to insured's address being outside of the service provider's area. On March 14, 2022, the estimate of the insured's vehicle damage was uploaded into the system. At this time, the appraiser noted that the damages the insured claimed were either unrelated prior damage or damages due to normal wear and tear. The adjuster was advised to contact the insured and determine which damage she claimed was due to the ice storm. When the adjuster spoke with the insured on March 17, 2022, the insured stated that the vehicle had prior damage to the rear bumper, which she alleged was repaired. Additionally, she stated that the damage to the car may not have been a result of the ice storm. She speculated again that the damage may have been from children in her neighborhood, and then she stated that the damage was not on her car before the ice storm. After the call, the adjuster referred the claim to the Special Investigations Unit due to the inconsistencies in the insured's statements and due to the damages being inconsistent with the statement provided. On March 31, 2022, the insured spoke with a Claims Supervisor, and she was advised that the claim was being investigated because we were attempting to determine which damages were related to the ice storm. The Claims Supervisor asked the insured which damages were related to the loss, and the Claims Supervisor also explained to the insured that it is unlikely that scuff marks and red marks on the vehicle were caused by an ice storm. She then alleged that the children in the neighborhood must have done the damage. At this time, the insured stated that it does not matter how the damage occurred to the vehicle because she has full coverage on the vehicle. The Claims Supervisor advised the insured that she cannot claim damages that did not occur in the loss, and she would need to file additional claims for unrelated damages. The insured advised she would send receipts of prior repairs and paint jobs. At the end of the call, she maintained that the damages were as a result of the ice storm. On ***** 4, 2022, the Special Investigations Unit completed its investigation. The Special Investigator concluded that based on her investigation and photos and information received from the insured's prior insurance carrier, there were pre-existing damages to the vehicle. The Claims Supervisor reviewed the Special Investigators findings and compared the information with the insured's statement. It was determined that the windshield damage was the only consistent damages the insured claimed in each statement she provided. Although it appears the windshield damage appeared to be pre-existing due to the chip in the windshield, it was determined that it is plausible that the crack spread, as the insured stated, when she turned on her car to defrost the window. A request was sent to have the estimate updated to reflect only the windshield damages with 50% betterment taken due to the pre-existing crack. On ***** 11, 2022, a copy of the estimate with a letter advising the damages were less the deductible was sent to the insured. On May 2, 2022, a business decision was made to cover the windshield without betterment. The insured was contacted via phone, and a check for the cost of repair of the windshield was issued to the insured. With regards to the other damages the insured claimed as a part of this claim, the Claim Supervisor advised insured to have the vehicle washed, and when the vehicle is at a body shop, another appraiser would be sent out to take photos of the vehicle. She was advised that at that time we will determine if any additional damages will be considered for this loss. The insured agreed to this plan of action.

• Initial Complaint

  02/25/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  An acceptance insured driver hit my car on 1/20/22. I have been going through hell with this company. I contacted the company once the police report was available. Their driver struck my car on the rear driver's side tried to swerve into oncoming traffic and swerved back into my car. The bumper, tail light, and quarter panel along with a couple of other areas on my vehicle was damaged. Due to covid, the autobody shops are behind on work out until Feb 28th. The insurance company refuse to put me in a rental because it would take too long for parts to come in, even though my tail light was busted and was considered an electrical hazard by the body shop. They expected me to drive around with an electrical hazard and possibly get a ticket for my taillight being busted/nonfunctional. I drove around for a week looking or a body shop with less wait time. I found ***** on Highway 78. Now that my car is in the shop, I picked up a rental. I have a sonata they wanted me to rent a compact car which is not suitable for a handicapped person. They stated I had to take that or pay the difference for a full-size vehicle. which makes no sense, since my vehicle is a full-size sedan. I then drove 45min to another ***** location to pick up an Elantra which is settled for. The insurance adjuster mailed me out a check in the amount of $1,000. I took it to the body shop, the body shop found supplemental damages, the insurance company is refusing to pay and also stop the check and decrease the amount of the check to $575. I have called Cathy ******* and John ****** at least 5 times and left voice messages. No one has returned my calls. Today I return the rental car a receive a bill of $198 which the insurance company was supposed to pay. I also had to pay the body shop out of pocket because the insurance company did not issue them a new check for payment. This situation has been extremely stressful and causing me time, money, and health issues.

  

  Business response

  03/11/2022

  Business Response /* (1000, 6, 2022/03/08) */ Dear *************: This is in response to the complaint filed by ********* ******. This loss was reported to us on January 21, 2022, by our insured Ericka Glover and it was assigned to ***** ******* to complete an investigation. We do acknowledge that our insured caused damage to ********* ******'s vehicle, and we issued the first check on January 27, 2022 to Ms. ****** and ***** Collision per Ms. ******'s request. On February 4, 2022, Ms. ****** called to advise that she is now taking her vehicle to Maaco Auto Body Shop, and we advised her that we will need to stop pay the first check and reissue check once the stop pay has been completed. We set up rental with ***** for Ms. ****** and pick up date was February 7, 2022. Ms. ****** was set up with an intermediate rental as per our procedures when setting up rental vehicles. We explained to Ms. ****** on February 16, 2022, that the last day of her rental was going to end on February 18, 2022. Unfortunately, Ms. ****** did not return the rental until February 25, 2022, and was charged with the additional days. We were not told by her shop that the repairs were not completed on February 18, 2022. We received a supplement from the body shop and once we reviewed the supplement, the photos, the police report, and recorded statements, it was determined that we did not owe for the damage to the driver side quarter panel. Our insured caused damage to the rear bumper and taillight; therefore, a new estimate was written for the damage that we owned for. We issued a check for the corrected amount of $579.00. We regret that Ms. ****** has experienced frustration with her claim and can assure you that Acceptance Auto Insurance strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner. Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns, please contact us at *************************, or contact the undersigned and email a copy to *************************. Sincerely, **** ******** Regional Claims Director (800)*********, ext 32589 ************************ cc: Compliance Analyst at ************************* Consumer Response /* (3000, 8, 2022/03/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) During our initial call, I inquired about possible body shops for repair. Ms.******** stated I should submit a picture through a text link she sent me and take the car to a body shop of choice to identify if any supplemental damages needed to be addressed. After the call and Submission of picture MS.******** issued a check for $1035.82 before I took the car to a shop; as you can see, the check is in my name only. I took my car to Wren auto on January 28th, 2022. The shop stated they could not start an estimate or repairs until February 28th. So I called the acceptance to notify them they said I should find another shop. I found ***** the following week and gave them the check issued to me to start the repairs. After numerous calls, the rental was set up; I called multiple times about needing to return the rental. Every representative stated I could stay in the rental until my repairs were completed. During the conversation on February 16th, the rep stated my rental would be extended until my repair was complete. This conversation was recorded, and acceptance is refusing to play the recording! ***** called to state my car was ready for pick up around 11 am on February 25th; I returned the rental less than 2 hours after the call. Jay from the autobody shop called ***** while I was present and stated the car was not ready until February 25ht, 2022. This conversation was also recorded! Jay asked the representative about payment, which they have not made to the body shop. The body shop nor I have received the check for $579.00. To receive my car, I had to pay out of pocket! I have yet to be reimbursed for any of my expenses. As you can see, this is what I have been going through for weeks with this company: many false statements! I have attached the initially submitted picture, Acceptance first estimates, The body shop supplemental report (highlighted are from the accident), Acceptance reduction estimate. I wanted to be reimbursed for my out of pocket expensive but clearly Acceptance insurance enjoys getting over on victims of car accidents. To resolve I would like my out of pocket expenses refunded ($596.37 & $197.69) and also my car repaired correctly ( Highlighted items in attachment)! Business Response /* (4000, 10, 2022/03/09) */ Dear *************: This is in response to the rebuttal filed by ********* ******. There is no evidence provided to us that our insured collided with Ms. ******'s vehicle for a second time. The police report does not reflect this, nor does Ms. ******'s statement. We only owe for the damage to the rear bumper and the taillight. We issued a payment to Ms. ****** and ***** on March 2, 2022, in the amount of $579.00. We regret that Ms. ****** has experienced frustration with her claim and can assure you that Acceptance Auto Insurance strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner. Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns, please contact us at *************************, or contact the undersigned and email a copy to *************************. Sincerely, **** ******** Regional Claims Director (800) ******************* ************************ cc: Compliance Analyst at ************************* Enclosure: 1 Consumer Response /* (3000, 14, 2022/03/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is physical evidence (pictures), the police report is general, the original estimate provided by Acceptance, and also a voice recording of my statement. You can clearly see from the pictures there was a second impact! I nor Macco have received payment! I have also not received payment for the out pocket rental! I am still seeking payment for all out-of-pocket expenses and complete repair of my vehicle. There are voice recordings of all statements! I am sure of what I am stating I have physical evidence along with phone records to prove my case. The shop never stated the car was ready for pick up on the 18th. Macao called acceptance on the 25th to say the car was ready for pick up. Your company is making false accusations and the body shop is willing to make a statement. Plus there is a recording. Second, if you were led to believe the car would be ready on the 18th, why was a payment sent on March 2nd? Is it protocol to have a person pay for their own repair and your company plan to reimburse on your own time? Because I nor the body shop have received payment! This is another example of how poorly the company is run, please take your time ready through all the notes and listen to the calls before making assumptions! To resolve I would like my out-of-pocket expenses refunded ($596.37 & $197.69) and also my car repaired correctly! Business Response /* (4000, 16, 2022/03/10) */ Dear *************: This is in response to the rebuttal filed by ********* ******. We acknowledge once more that our insured caused damage to ********* ******'s vehicle; however, there is no evidence provided that our insured collided with Ms. ******'s vehicle for a second time. During Ms. ******'s statement, she confirmed that there was only one impact and that she did not hit any other vehicles. As such, we only owe for the damage to the rear bumper and the taillight, which are damages consistent with the facts of this accident. We explained to Ms. ****** on February 16, 2022 that the last day of her rental would be on February 18, 2022. Unfortunately, since Ms. ****** did not return the rental until February 25, 2022, she was charged with the additional days. Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns, please contact us at *************************, or contact the undersigned and email a copy to *************************. Sincerely, **** ******** Regional Claims Director (800)********** ext ***** *************************

• Initial Complaint

  01/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On December 10 2021 I was in an accident with a driver covered by Acceptance insurance. I reported the incidet to my insurance to handle the claim. I made several attempts to contact Acceptance about the incident and see where what progress was made in the investigation. It was not until January 9th 2022 when I had to call directly that Acceptance made any effort at communicating with me. I have finally received and offer for compensation for my vehicle, however I believe that it is well bellow the value of my car and would like fair compensation.

  

  Business response

  02/08/2022

  Business Response /* (1000, 8, 2022/01/28) */ ***Document Attached*** Dear Ms.*******: This is a response to the complaint filed by Christopher ************. This claim was reported to our office on December 20, 2021. After the coverage and liability investigation was completed, the claim was transferred to the total loss department on January 25, 2021. The total loss adjuster reviewed the file and followed up with Mr. ************ on January 27, 2021, to provide the total loss settlement and explain the total loss process. Mr. ************ advised he disagreed with the settlement amount. The handling total loss adjuster explained we can send him his evaluation for review, and he can advise if anything has been missed. The total loss adjuster also explained the option of proceeding through his carrier. Mr. ************ advised that he would review and get back with us. We regret that Mr. ************ has experienced frustration with his/her claim and can assure you that First Acceptance Services, Inc. strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner. Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns, please contact us at *************************, or contact the undersigned and please send a copy to *************************. Sincerely, Michael **** Regional Claims Director (615) ******** ******************** cc: Compliance Analyst at ************************* Enclosures: 3

• Initial Complaint

  01/18/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Acceptance has seriously dropped the ball. I've had an open claim with this company for over 6 months. This is ridiculous for any business who's "policy" is "2-30 days" resolution. Starting with the assigned adjusters, because I've had 2. Throughout this process, I have spoken with both once each only for them to not have any recollection of my claim (not even the slightest clue). Even after leaving messages, I was later advised, by another rep, to not do so and hold for the next rep. It amazes me how everyone is available to assist but the ones actually assigned to the claim. But I've shown compassion due to the effects COVID has had on the job force. There was an investigation conducted, but I've done my part in sending in requesting documents in a timely manner. I expected the same courtesy from Acceptance. I never knew the docs were needed until I called. No one has ever called me, or the repair companies, with an update on my claim. On several occasions I've called for an update only to be met with another response without resolution. The reps my account has been escalated to have not thoroughly notated updates to my account, so when I speak with a new rep, they have no clue of the information I'm seeking. Please understand the frustration this has caused with having to depend on others for transportation for myself and my children. My request for a rental car was denied due to it not being apart of their policy. Well, since we're following guidelines, is a 6+ month old claim a part of their policy?? I'm the average citizen, and I can't afford 6+ months of the car note for a car I can't drive, insurance for a car I can't drive, and current transportation options because my car is being held hostage. Some exceptions should be made at this point. Ultimately, this company has a serious issue with customer service, and communicating, both externally and internally. Regardless to how budget-friendly, I WOULDN'T recommend this company to ANYONE.

  

  Business response

  02/02/2022

  Business Response /* (1000, 5, 2022/01/26) */ Dear *************: This is in response to the complaint filed by Ms. Angelisa********. This loss was reported to us on July 1, 2021, by Angelisa******** and it was assigned to Christina ******* to complete the investigation. We obtained a recorded statement from Ms.********, and she advised that she had been driving the vehicle and it was parked now due to vehicle was leaking. We contacted the Memphis Police Department about obtaining a copy of the police report. A photo application was sent to Ms.********'s phone for her to take photographs of the damage to her vehicle. On July 2, 2021, we received and reviewed the photos, and an estimate was written for the damages based off the photos. Ms.******** advised us that she had dropped her vehicle off at ********************** Service Department. On July 9, 2021, we cleared coverage and we proceeded with the handling of the claim and a check was issued to Ms.******** and **********************. On July 15, 2021, Ms.******** called to advised that ************ does not have a body shop and she wants ************ to complete the repairs. Our Appraisal Department received a phone call from ********************** about a supplement that they needed to send to us. Our Appraisal Department reached out to this shop and left a message to advise that we have not received a supplement or supporting photos from them for us to review. It was determined that these repairs were not related to the accident. On July 21, 2021, Ms.******** called to advise that she was using a different shop than the one she had previously provided us. We had to request and complete a second stop pay on the second check that we had issued. She advised that she was dropping her vehicle off at the new shop on July23, 2021 at 4:30 pm. On August 9, 2021, we received a call from ************ about additional damage that was found once they started the repairs to Ms.********'s vehicle. We spoke to Ms.******** on August 13, 2021, and explained to her that we were still waiting for her shop to provide us with their supplemental paperwork. When we spoke to the shop, they advised that Ms.********'s vehicle was towed in, and the engine was locked up. We reached out to ************ to inquire if the engine was locked up when they had the vehicle and unfortunately no one responded to our messages. We reached out to Ms.********, and she advised that she did drive the vehicle home from the scene of the accident but the next day the car would not crank. We were able to determine that the damage to the engine was a result of this accident and we have paid for the damage to the engine on behalf of Ms.********. We regret that Ms. Angelisa******** has experienced frustration with her claim and can assure you that Acceptance Auto Insurance strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner. Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns, please contact us at *************************, or contact the undersigned and email a copy to *************************. Sincerely, ************* Regional Claims Director (800) ******************* ************************** cc: Compliance Analyst at *************************

• Initial Complaint

  01/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The workers messes up my policy and I tried to get them to fix it and they trying to charge me more money after I paid for my policy already. They are rude and hung up the phone on me

  

  Business response

  01/24/2022

  Business Response /* (1000, 5, 2022/01/18) */ January 18, 2022 To: Better Business Bureau of Middle Tennessee, Inc. Attn: *************, Customer Experience Specialist RE: Your Case #: ******** Complainant: ******, Ann Named Insured: ******, Ann Policy Number: ************* Dear Ms. ******: This letter is in response to the complaint filed by Ann ******. Prior to placing Ms. ******'s personal auto policy with First Acceptance Insurance Company. Ms. ****** was insured with National General Insurance Company from 12/17/2019 through expiration of 12/17/2021. When the insured received the offer to renew her policy with National General for the new policy term effective 12/17/2021 through 6/17/2022, Ms. ****** contacted her local Acceptance Insurance office to discuss the amount of her renewal offer premium and was assisted by agent George Sly. The National General policy insured one vehicle and three drivers. The agent proceeded to rate the policy with other insurance carriers represented and the insured accepted the proposal with through First Acceptance Insurance. The First Acceptance policy was issued insuring two drivers and one vehicle. Driver, Charles Johnson, insured's son, was not included in the proposal as Ms. ****** stated he was no longer in their household and should not be rated. The agent proceeded with completing the personal auto application documents with First Acceptance Insurance company, Ms. ****** signed the application documents and paid the down payment premium of $210.53. Documentation records the insured called Acceptance Insurance on 1/8/2022, upset that her son, Charles, was not included on the auto insurance policy. Ms. ****** was provided a quote to add Charles to the auto policy and Ms. ****** declined to pay the additional premium to add Charles and an SR-22 filing. Ms. ****** call was elevated to District Manager Bob *******. Mr. ******* reviewed the application documents with Ms. ****** and reinforced the policy was issued without Charles at her request. We regret that Ms. ****** has experienced frustration and can assure you that we strive to create a courteous, service-oriented relationship with our customers. Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns, please contact us at Compliance@acceptance.com, or the undersigned and please send a copy to Compliance@acceptance.com. Sincerely, **************** Director, Legal Support Services ************ ************************

*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. ↩