ComplaintsforGeico

• Initial Complaint

  01/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle in September and when I did I wanted to be insurance with beforehand leaving the dealership. I had gotten an policy quote and did not know that I was being charged and also I called into Geico servals times to understand why I was being charged. I also had insurance with a different company and they also were charging me still when I called in to get fix they offer just one refund and kept my money

  Business response

  01/17/2022

  January 10, 2022

  Dear Dispute Resolution Team:  
  
  Thank you for your January 9, 2022 e-mail regarding ******* ********’s complaint.  *** ***** asked that I respond on his behalf and I welcome the opportunity.  We sincerely apologize for any confusion or frustration the policy billing may have caused.    
  
  On September 16, 2021, ******* ******** started her policy effective the same day for the 2006 ***** ******.  *** ******** agreed to purchase the policy and she made a down payment of $222.54.  On September 20, 2021, *** ******** added the 2018 ******* ******* effective the same day, and removed the 2006 ***** ****** effective the next day.  Later in the day on September 20, 2021, ******* ******** requested to cancel the entire policy effective September 21, 2021.  GEICO processed a refund for $168.45 for insurance coverage provided for both vehicles. 
  
  On November 15, 2021, ******* ******** advised she never purchased the 2006 ***** ******.  After receiving proof from the dealership that *** ******** never took possession of the vehicle, an additional refund of $19.70 was sent to *** ******* ******** on November 18, 2021.  After further review with this complaint, GEICO has updated the policy effective date to September 20, 2021, and cancelled the policy effective September 21, 2021.  Ms. Devaughn will be receiving an additional refund of $21.66 shortly.  GEICO provided coverage for September 20, 2021 only for the 2018 ******* *******
  
  I hope this information is helpful.  If you have any additional questions, please contact my associate, Cindy B******, at 1-800-841-4805, ext. **** or at ********@geico.com.
  
  Sincerely, 

  Othello P*****
  Assistant Vice President
  GEICO Insurance Companies

• Initial Complaint

  12/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Geico at One GEICO Boulevard Fredericksburg, VA 22412 is who I have Automobile Insurance with currently. My New Premium starts January 18, 2022 through July 18, 2022. I've spoken to several Geico Representatives in reference to the upcoming policy in which I do not agree with their antics in increasing my upcoming policy. I was one of millions of Americans that suffered being layed off for three months at the beginning of the Global Pandemic. Then I returned to work for three months July, August and September of 2020 only to be written out of work by My Physician on a FMLA Leave running congruently with another issue. I wasn't driving my car during my Leave of Absence for up to a whole calendar year. I asked for a Supervisor from Geico to call me in which never happened. The Geico Representatives who spoke with me lack knowledge and compassion in regards to my situation. I am not willing to pay $95 per month for a policy in which I am being raised $14 from paying $81 monthly. I've sent information to Governor ******************* for North Carolina in reference to this issue. The Renter's Insurance that I bundle with Travelers Insurance accelerated as well to $14 increase.

  Business response

  01/15/2022

  
  January 12, 2022
  
  BETTER BUSINESS BUREAU
  1411 K ST NW, 10TH FLOOR
  WASHINGTON, DC 20005-3404
  
  Complaint ID: ********
  
  Attention: Dispute Resolution Team,
  
  We received your correspondence dated January 05, 2022 regarding the above noted complainant.  We have not included any personal identifying information in our response as the Better Business Bureau has requested. 
  
  Our insureds automobile policy increased from $468.97 to $553.83 effective her renewal date of January 18, 2022.  Our records indicate the reason for the increase to our insureds renewal premium was solely due to a rate revision in her area.  The rate revision ****** ****-*********, was implemented by GEICO for new business polices in North Carolina effective November 18, 2021 and renewing policies beginning January 02, 2022.  In this revision, we revised our base rates for Bodily Injury, Property Damage, Collision, and Comprehensive coverage.
  
  GEICO Insurance Agency, LLC (GIA) is an agent for the carrier, Travelers Insurance.  As an agent, GEICO must abide by the rates, rules, and guidelines set forth by the carrier.  All rates and coverage are set by the carrier, ********* Insurance. According to our records, our insureds ********* policy includes an inflation clause which increases coverage to keep up with the additional cost to replace items each year.  For the December 19, 2021 to December 19, 2022 term the contents coverage automatically increased by $500, from $15,000 to $15,500, which increased the annual premium by $11.   If our insured would like to discuss reducing this limit she may contact GIA at ************ to speak to a licensed agent.
  
  We were able to identify that our insured requested to speak with a supervisor in December of 2021. Our goal is to provide excellent customer experiences and apologize if we did not meet our insureds expectation. After receiving this correspondence we attempted to contact our insured on January 12, 2022 via telephone to address her concerns. We were unsuccessful and left a voice message. 
  
  Upon receipt of this complaint we have reviewed our insureds automobile and renters policies. The review confirmed our insureds policies are being rated correctly. We understand our insureds concerns regarding the premium difference and are committed to providing a quality product at the lowest cost.  GEICO regularly reviews rates to ensure we offer our customers the most appropriate premium to insure their vehicle(s).  However, we must review our rates regularly and adjust our premium levels to react to changing trends.  
  
  Upon receipt of this complaint we have reviewed our insureds automobile and renters policies. The review confirmed our insureds policies are being rated correctly. We understand our insureds concerns regarding the premium difference and are committed to providing a quality product at the lowest cost.  GEICO regularly reviews rates to ensure we offer our customers the most appropriate premium to insure their vehicle(s).  However, we must review our rates regularly and adjust our premium levels to react to changing trends.  
  
  We appreciate the opportunity to address our insureds concerns. Should the Better Business Bureau require any further information or documentation from GEICO, please contact ********** at ************ or ***********************************.
  
  Sincerely,
  
  Andrea B*********
  Assistant Vice President
  Virginia Beach Regional Office 

  Tell us why here...

  Customer response

  01/18/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  It wasn't clear who left me a message when I received a voicemail apparently from Geico. I was relieved to hear that The Better Business Bureau received a response. I reached out to ***************** earlier today on Tuesday, January 18, 2022 and left her a voicemail referencing this complaint and her initial comments. I sent ***************** a email as well from the one she left in the comments section. However, I wasn't successful in speaking with her.

  Tuesday, January 18, 2022. I made my initial Renewal payment for $187.58 ONLY because I still need Coverage UNTIL We Geico Corporate Headquarters with ***************** can find a resolution or at least meet halfway in the middle to find something that I can along with Geico can appreciate/approve of going forward. My driving record with Geico has been impeccable and I have held myself in high regard to drive safely. Millions of Americans including myself have been taken advantage of during these unprecedented times and I challenge these entities to do better. 
  
  Regards,
  
  **************************
  

• Initial Complaint

  12/14/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We purchased a homeowners policy through Geico and were given a quote and agreed to the policy terms and paid for a one year policy in full. An inspection was conducted and we were informed that we needed to paint the house- which was done. Five months later we received a notice that the insurance company is requiring us to pay an additional fee because the home replacement cost was higher than first quoted. We refused to agree to those terms and were informed that our only option was to pay the extra fee or cancel the policy.

  Business response

  12/28/2021

  
  BBB serving Metro Washington DC and Eastern Pennsylvania 
  1411 K St. NW, 10th Floor
  Washington DC 20005-3404
  
  December 20, 2021
  RE:  Complaint ID  ********; *******************
  Dear Dispute Resolution Team,
  GEICO Insurance Agency, LLC  (GIA) is an agent for ********* *********. As an agent, we must abide by the rates, rules, and guidelines set forth by the carrier.   
  *********** contacted GIA and purchased homeowner coverage placed through *********.  At the point of sale ************ was advised that the carrier would complete and inspection of the residence to verify the replacement cost and that the home was free of any known hazards.
  After review of the completed inspection it was found that the home has chipped and pealing paint that was in need on need of repair and that the correct replacement cost is $182,500.  The coverage and premium were increased per the terms and conditions of the policy.
  *********** opted not to continue coverage with *********.  The policy was terminated at his request effective December 14, 2021.
  

  Sincerely,
  *********************
  GEICO Insurance Agency

  Customer response

  12/29/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  
  

  Claim by insurance agent is completely false and misleading. 

  
  

  (1) At the time of the point of purchase, agent had been advised that we were in the process of painting the exterior of the home, and at the point of inspection the exterior painting project had already been halfway completed and was very obviously ongoing

  
  

  (2) In any event, an exterior paint job should not have raised the cost of coverage by $15,000.00 

  
  

  (3) Coverage was increased without any previous notice to us and after the fact, once the agency discovered that we had initiated an investigation with the Ohio Department of Insurance, we received a notice ex post facto of the necessity of additional coverage with this very obvious qualification: 

  "What you can expect: We will not change the coverage unless you request an adjustment."

  Yet, an adjustment was in fact made without either our request or any other input from us.

  
  

  (4) The inspection was completed in July and the adjustment which was allegedly necessitated by the inspection was not made until five months later in December bringing into certain question the agent's claim that the coverage increase was relative to the inspection

  
  

  (5) The email received and provided in the documentation clearly communicates the cause of the coverage increase to be a response to a mistake made by the adjustor in the original estimate and does not tie it in any way to the outcome of the inspection

  
  

  (6) The agent was clearly and inscrupulously attempting to pass off on to it's customer the cost of it's own mistake and using unethical threats of the cancellation of the policy to leverage and strongarm (i.e., extort) the customer into paying for a mistake on its own part. 

  
  

  (7) The policy and the terms of the policy were clearly laid out at the point of purchase, and the customers' payment of the premium in full at that point locked those terms in - although these terms included a qualification that might have allowed for an adjustment in coverage pending the inspection, the inspection nevertheless failed to justify any such adjustment and the adjustments made without the request, consent, or input otherwise of the customers is in violation of local regulations and ordinances in the state of Ohio where the policy was enacted. 

  
  

  (8) The policy was cancelled when the agent refused to accept the very rational and reasonable argument of the customer and outright refused to provide documentation to support it's claim that the coverage increase was in response to the inspection outcome- specifically, the agent refused to explain how a $5K exterior paint job could justify a $15K adjustment in coverage. In fact, agent threatened to cancel the policy which would have left customers in a very vulnerable position of no coverage, and this in itself justified the cancellation of the policy. 

  
  

  (9) Agent conduct in this matter was egregious and reprehensible and customer is calling agent to rightful accountability in the matter. Although our initial outcome request in this grievance was a simple billing adjustment, that outcome is no longer relevant as the policy is no longer in effect. Therefore, our amended outcome request is a full disclosure and accountability on the part of the agent. If necessary, compensation will be pursued through other venues based upon the well documented violations of the agent in this matter. 

  
  

  Thank you.

  
  

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

• Initial Complaint

  12/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/04/2021 I tried to change car insurance and was told I had a at fault accident on my **** report and in fact it was NOT my fault I found out on Dec.7,2021 Geico listed it as my fault (on my Geico policy it states not my fault) This causes other insurance companies to charge me more for car insurance I contacted Geico and they sent me a letter saying it wasn't my fault and said they would change it They have NOT changed their "mistake"

  Business response

  12/15/2021

  
  ***************************
  Liability Director
  
  December 15, 2021
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1411 K St. NW, 10th Floor
  Washington, DC 20005-3404
  
  RE:      Complaint id #:                           ********                 
              Complainant:                         ****** *********      
              Our Claim #:                                  ****************   
              Our Insured:                          ****** *********        
              Loss Date:                             April 25,2017            
  
  Dear ********************,
  
  Thank you for your letter of inquiry dated December 12, 2021.
  
  This loss was reported to GEICO on April 25, 2017 by our insured, *******************************. *********************** stated that her vehicle was rear ended as she was slowing down in traffic. Based on the loss description provided, we advised *********************** she was not at fault for the loss and her file reflected the same.
  
  On December 7, 2021 we received a phone call from our named insured, ******************************* advising that his **** report is showing this claim listed as an at fault loss. We confirmed that this claim was never documented on the **** report as an at fault accident. At the time the accident was reported, GEICO did not report fault to ***** Nexis; the liability was left blank, as was customary at the time. We generated a request to ***** ***** to update this as a not at fault loss on the **** report. This information was relayed to ********************** that same day. A corrected **** report should be mailed out from ***** ***** to the customer within three to four weeks of the correction being generated.
  
  Upon receipt of your inquiry, on December 13, 2021 we contacted ********************** and reiterated that fault was previously not provided to ***** ***** and that we have since submitted a correction to the **** report to reflect a not at fault liability decision. On December 14, 2021 we contacted ***** ***** and requested that they send a copy of the corrected **** report to **********************. They advised that the customer will receive a mailed letter within seven to ten business days that will give him access to the full report online for thirty days. We informed ********************** that he should be receiving this letter shortly.
  
  If any additional information is needed please contact *********************, Consumer Relations Administrator at ************ or ********************************.
  
  Sincerely,
  
  Norman A********
  Liability Director

  Customer response

  12/21/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I need more details of why this was placed on a ***** report It was not my fault and the at fault driver's insurance paid for the damages I was told by Michelle F**** from Geico I could call her with any other questions about the report but her voicemail says she is on leave and to call her supervisor Brendon S******, I did that and his voicemail says he is out of the office I need to speak to some one from Geico to explain why this report of a claim is even on the report
  
  Regards,
  
  *******************************
  

• Initial Complaint

  12/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a loyal Geico customer for the last four years. I even trusted to buy the 3rd party home insurance just because of the relationship. On trying to find the home insurance login i stumble upon the transaction history and find an "Installment fee" on my monthly insurance payments. Its a good amount of $5 every month. I was surprised as i had never realized nor informed by monthly statements till date about this hidden cost. I have not received any monthly statements over email till date(only received future amount details over email. I had registered for paperless billing and I expected monthly statements at least.). To my dismay i realized my trust was placed in the wrong hands.On calling up the customer care team, I was informed that statements are not sent for paperless bills. Also, on asking why I haven't received any emails regarding transactions, I was said they can send them now, which is meaningless now. I could have taken informed decision to do one time payment if I was informed in time, beforehand. Still now I see this "Installment fee" as a hidden cost and not mentioned to customers openly. I have paid $300(60 months approx.) additional on these fees. I would have appreciated if I was honestly mentioned by Geico about these costs upfront. Moreover Geico doesn't have any grievance/complaint system in place. So, no one is available to hear you out. This made me feel more upset. Hope some resolution is provided for the loss I incurred due to the non-communication from Geico side.

  Business response

  12/09/2021

  
  December 9, 2021
  
  
  BETTER BUSINESS BUREAU
  1411K Street, NW, 10th Floor
  Washington, DC 20005-3404
  
  Attention:       Dispute Resolution Team
  
  Regarding:      ************************* ***
  Policy #:           XXXX-XX-*****
  Complaint ID:  ********
  
  Dear Dispute Resolution Team:
  
  We have received your request for assistance on behalf of ************************* ***.  A response to ********** has been sent via United States Post Office mail addressing the concerns relayed in his correspondence. 
  
  If you have any additional questions, please contact our analyst, ***************************, at ******************************.
  
  Sincerely,
  
  Karen D* ****
  Assistant Vice President
  GEICO Casualty Company

  Customer response

  01/13/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  ---------- Forwarded message ---------
  From: * ****** <*********************>
  Date: Tue, Jan 11, 2022 at 5:42 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <*********************************>
  

  
  

  Hi Team,

  I intended to acknowledge the letter received by Geico but it seems like I was confused  regarding it and the BBB portal took that as a closure. Please reopen the case so that Geico can give me a closure on it.

  
  

  I have not received any feedback regarding the excess installment fee(Nov 27th,2020) charged to me despite being debited from the checking account directly. Also I would like to know if the cost incurred due to negligence or non-communication would be adjusted by Geico. I was never shared an email for bills or transactions being done on my behalf. I was enrolled into paperless mode and was expecting emails from Geico for any or all transactions.

  
  

  Thanks & regards,
  

  ******

  
  
  Regards,
  
  ************************* Bej
  
  
  
  
  
  
  
  
  

  Business response

  01/24/2022

  
  January 19, 2022
  
  
  ****** ****** ***
  **** ********* ***
  Livermore, CA **********
  
  Dear **********:
  
  We have received subsequent correspondence from the Better Business Bureau (BBB) requesting further assistance on your behalf. 
  
  Our records reflect that you spoke with our analyst on 01/13/2022 and the details regarding your billing notifications and installment fees were explained.  You also relayed your feedback with the communication provided to you regarding the installment fees.  We have heard your concern and appreciate the feedback.  As a courtesy, we are waiving the installment fees that you incurred for the prior policy term as well as the fees assessed to date for this current policy term.  As a result, a credit of $51.00 has been applied to the policy balance.  
  
  Please be advised that the installment fee for your future payments will be $1.00 as you are enrolled in Electronic Funds Transfer.  Additionally, you have the option to pay the policy in full to eliminate any future fees.
  
  We thank you for your business and look forward to meeting your insurance needs for many years to come.  If you have any additional questions, please contact our analyst, ***************************, at ******************************.
  
  Sincerely,
  Karen D* ****
  Assistant Vice President
  GEICO Casualty Company

*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. ↩