ComplaintsforAcuity, a Mutual Insurance Company

Insurance Companies

Multi Location Business

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

Initial Complaint
09/29/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I filed an insurance claim for my elderly mother, Claim# SN1926 on 8-3-24 regarding hail damage to her roof. The Acuity agent that I had to deal with is ******** *****. He was very unprofessional, he made me feel uncomfortable and he was belittling to me. We had D&D Roofing / Construction, who is a GAF certified roofer/installer inspect the roof and take pictures, he showed us the hail damage. These pictures were also sent to the Acuity agent. Also there are many houses in ********** that have hail damage at this time, and have filed claims with their insurance companies without any problems. Acuity sent ******* *********************************** to inspect my mothers roof for them. From this report is what the agent is basing his opinion on. Our Roofer has even called and talked to ******** and he has still denied the claim. We also had ***** and ****** come and inspect her gutter helmets and they said that due to the hail damage the system has been compromised and recommend replacing. The roof estimate is $21,990 and the gutter helmet estimate is $7,590. She also has a leak in the garage roof, which is attached to the house. This is sad that the agent can't even come and look for themself to see the damage. They wouldn't even let us talk to a supervisor at Acuity to help get this resolved or turn it over to another agent. I would not recommend this company to anyone. They said that we would have to pay to have another appraisal done and then we would have to go through a mediator and pay for half of that. Why should we have to spend money to do that when we have the proof that there is hail damage. Why are we paying premiums. If one house in a neighborhood has hail damage it is easy to assume that there are others. I would like for this matter to be resolved. This sounds a lot like insurance fraud to me. This website won't let me download pics but Acuity already has them all.
Business response
09/30/2024
Thank you for your feedback, *****. Every policy at Acuity is unique to each customer and is based on
a large variety of factors.

If you'd like to discuss your specific situation in greater detail please contact your independent insurance agent, with your policy number. If you do not know your agent you can login to the website, or search here: **********************************************************************.

Thank you, Acuity Customer Care Team.
Customer response
09/30/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response here.] We have already been through that route. I would like to talk with an Acuity supervisor not the agent that we had been dealing with. If not resolved we will contact an attorney.

Regards,

***** *********
Business response
09/30/2024
Thank you, *****. Please contact us at ************************************* with your the claim number. Thank you. Acuity Customer Care Team.
Customer response
10/02/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response here.]
I have sent an email to Acuity's **************** and have not had any response. Their website is not very user friendly. Do you have a specific number I should be calling?
Regards,

***** *********
Business response
10/02/2024
Hi, *****. If you choose, you can contact at ************

Thank you. Acuity Customer Care Team
Customer response
10/07/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I called the number they gave me for customer service. They told me at that number that there is no customer service department that they are aware of.
So they sent me to ****** ***** who is the supervisor for ********. He wanted me to deal with ******** again and I refused. So *** and I are emailing back and forth to try to reschedule another inspection from a different company. I have also submitted an additional form that he asked for along with the estimates for repair. So we are working on the issue but it will take a few days before I know if anything will change. So the problem is not resolved yet but at least someone else is looking at it. I do not want to close this complaint as of yet until this has been worked through.
Regards,
***** *********
Business response
10/07/2024
Thank you for the additional information.
Customer response
10/15/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response here.] I have been informed that it will take 2 to 3 weeks before they can send someone out to give a second inspection on the roof. Until that time I still want to keep this complaint open. Thank you.

Regards,

***** *********
Initial Complaint
09/12/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Horrible accident representative - called every time ther phone was going about end of the day put on hold couldnt keep questions in order. Took over two weeks to get all the information she needed a rock hit the windshield pretty plain and simple. Had horrible attitude very hostile with questions. Asked for supervisor they said we have done investigation and we will not cover claim - would not share results of investigation- even thought I had to spend two weeks talking to them - I hope no one ever has to talk to them again
Business response
09/13/2024
Thank you for your feedback, ***. Every policy at Acuity is unique to each customer and is based on
a large variety of factors.

If you'd like to discuss your specific situation in greater detail please contact your independent insurance agent, with the claim number. If you do not know your agent you can login to the website, or search here: **********************************************************************.

Thank you, Acuity Customer Care Team.
Initial Complaint
09/11/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Was looking for coverage for business I own. Gave my information for coverage so I can seek work. During the time was responding out to see if company was covered, and all the information was totally wrong. Talk with the guy to cancel services. He stated you need to submit a cancellation form to get out of contract. Didnt even know I was in a contract but now Im getting sued for money that I dont think I owe. This company needs to be Evaluated hopefully the Better Business Bureau can shine light on the situation.
Business response
09/11/2024
Thank you for your feedback. Every policy at Acuity is unique to each customer and is based on a large variety of factors. If you'd like to discuss your specific situation in greater detail please contact your independent insurance agent, with the policy number. If you do not know your agent you can login to the website, or search here: **********************************************************************. Thank you, Acuity Customer Care Team.
Initial Complaint
09/04/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My wife was rear ended by a semi truck on July 24th who carried Acuity insurance. Clearly, it was his fault as my wife was stopped at a stop sign. Our claim number is SM8840. We are dealing with ********************* and ********************* who are both incompetent. We have not been able to resolve it. They offered us $10,000 to total our car yet the comparable car is $16,000 on Autotrader.com. They have not offered us any compensation for the inconvenience and lost wages for my wife. They took their sweet time to get us a car rental and now we are having to check on the car rental every week to make sure it has been extended for another week. They are actually costing the company more money while they just sit on their a** It has been more than a month now. Our belongings in the car got damaged due to the rain water getting in. This is ridiculous. I hope the semi truck company owner knows that he is just accruing more costs due to his insurance company. Paying for rental and storage for the totaled car. We need this resolved as soon as possible and fairly.
Business response
09/05/2024
Hello, and thank you for your feedback, Feroze.

If you'd like to discuss your specific situation in greater detail please email me with the claim number at *************************************.

Thank you, Acuity Customer Care Team.
Customer response
09/05/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This is ridiculous, you are giving me an email to reach out to resolve my issue. I have been talking to *****/**** with Acuity who haven't resolved our issue at all. This is pathetic customer service.

Regards,

Feroze Baderuddin
Business response
09/05/2024
Thank you for the feedback, Feroze. Please do contact us if you would like to discuss further.
Customer response
09/05/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Clearly you are not trying to resolve the matter because if that was the case then it would have been but just continue to ask me to email you when I have told you that I have emailed your agents a 1000 times already. Ask ********************* and ********************* for more information. This has been going on since 7/24/2024.

Regards,

Feroze Baderuddin
Business response
09/05/2024
Thank you, ******. If you change your mind, please feel free to email us.
Customer response
09/05/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear
change my mind ? To what that I accept that someone you ensure rear ended my wife and now you dont want to pay. Pretty sure you are charging the company a premium to insure their semi truck. Scammers !!!!

Regards,

Feroze Baderuddin
Initial Complaint
08/14/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My car was rear ended by a semi truck insured by Acuity on 7/24. They were first going to fix it and then they were going to total it. Its 8/14/2024 and we are still trying to find a resolution. i have sent the adjuster that it is a clean title and bill of sale which both state the title is clean. My wife has lost wages and we are dealing with this c*** for so long. They need to hire people who know what they are doing. My claim number is SM8840.
Business response
08/14/2024
Thank you for your feedback, Feroze.
If you'd like to discuss your specific situation in greater detail please contact your independent insurance agent, with your policy number. **************************************************.

Thank you, Acuity Customer Care Team.
Initial Complaint
07/29/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Acuity is the insurer for the *************************** for the building located at **********************. This happens to be the building I live in. The building sustained water damage over this past winter, which prompted the board to engage a restoration contractor to complete repairs The repairs needed involved completely removing the wall coverings from all exterior walls. This meant that all residents needed to leave their homes and find other, temporary living arrangements. Almost all residents moved out back in March or early April of 2024. I personally moved out of my unit on March 20th, 2024. When we moved out, we were given a timeline of 4-6months for repairs to be completed. Based on the feedback we've received from the *********** and the restoration contractor, it appears that Acuity Insurance is stalling the process of completing the building repairs. This is causing the building residents to have to continue their temporary living arrangements longer than anticipated.To be clear, I am not personally represented by Acuity - the condo association is. I am just a concerned resident that wants my home back, and there are 39 other homeowners in the same building that I'm sure feel the same way. I am frustrated that Acuity is attempting to hold up the process of getting our homes repaired by stalling the contractor our association has hired. The loss of use of our homes is a major concern, and it seems like Acuity has no concern whatsoever.
Business response
07/30/2024
Thank you for your feedback, ****. Every policy at Acuity is unique to each customer and is based on a large variety of factors.

If you'd like to discuss your specific situation in greater detail please contact your independent insurance agent, with the claim number. If you do not know your agent you can login to the website, or search here: www.acuity.com/find-an-agent.

Thank you, Acuity ************* Team.
Initial Complaint
07/29/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
They are trying to charge me over $300 after cancelling, for which I cancelled because I was being well overcharged. There is no cancellation fee.They literally even told me my exposure was less in an email and somehow decided that my rate should have been 75% higher after that. I sent a letter disputing the charge, and they continue to send collections notices even though I have stated that I'm not paying a corrupt charge. Stop sending letters and pay attention to the mail you get and stop trying to fleece departing customers. Lower risk doesn't equal higher premium, but that's the math they did.
Business response
07/30/2024
Thank you for your feedback, ****. Every policy at Acuity is unique to each customer and is based on a large variety of factors.

If you'd like to discuss your specific situation in greater detail please contact your independent insurance agent, with your policy number. If you do not know your agent you can login to the website, or search here: www.acuity.com/find-an-agent.

Thank you, Acuity ************* Team.
Customer response
07/30/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I already did that. My agent is half the reason I cancelled, she's no better.
Regards,

*******************
Business response
07/30/2024
Hello again, and thank you for your feedback, ****.

If you'd like to discuss your specific situation in greater detail please email me with the policy number at *************************************.

Thank you, Acuity ************* Team.
Initial Complaint
07/11/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My vehicle was in a incident with a driver who is insured by Acuity. The police where called and I was found not a fault. It has been almost a month and Acuity has not responded to my insurance company or to my calls in regards to the claim. We have been told the adjuster was on vacation twice and they are aware of the claim but that was it. My deductible is outrageous and the driver that caused the wreck was at fault
Business response
07/11/2024
Hello, and thank you for your feedback. If you'd like to discuss your specific situation in greater detail please email me with the claim number at ************************************** Thank you, Acuity ************* Team.
Initial Complaint
06/26/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was in a car accident in 5/24/24 the driver a smiled he was at fault and stated he did not secure the load properly, and he was sorry. The driver then stated the company will pay for everything. The police were called and a report was made, and the driver of the truck was at fault. I called the insurance they first lied to me stating they did not have insurance then they have taken over a month to get in touch with me about repairs for my new car. I called the insurance company and The adjuster-***** refused to talk to me or answer questions. I ended the call, after the adjuster tried to tell me to shut up and listen. The adjuster-***** then called back and stated that the report did not say the other driver was at fault and proceeded to argue and yell at me and talk to me as if I was a kid. I requested a new adjuster and she said Im not giving you anything your going to cooperate with me. Again I ended the call, and realized I have to go over this ladies head. I want my car fixed right now and a new adjuster.
Business response
06/27/2024
Thank you for your feedback. Every policy at Acuity is unique to each customer and is based on
a large variety of factors.

If you'd like to discuss your specific situation in greater detail please contact your independent insurance agent, with your policy number. If you do not know your agent you can login to the website, or search here: www.acuity.com/find-an-agent.

Thank you, Acuity ************* Team.
Initial Complaint
05/24/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Acuity claims **** is dragging their feet on a windshield claim. Its been over week and 0 progress. Claims rep never answers my calls.
Business response
05/24/2024

Thank you for your feedback. Every policy at Acuity is unique to each customer and is based on a large variety of factors.If you'd like to discuss your specific situation in greater detail please contact your independent insurance agent, with your policy number. If you do not know your agent you can login to the website, or search here: www.acuity.com/find-an-agent.Thank you, Acuity ************* Team.

Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

ComplaintsforAcuity, a Mutual Insurance Company

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Business response

Customer response

Business response

Business response

Business response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary