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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/18/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have start a policy on Aug 3 where my start date is the Aug 6 but they started my policy on Aug 10 and that is leaving a gap in my insurance which they dmv now wants 500 dollars for there error and they wont fix it
Business response
10/25/2024
October 25, 2024
Via BBB Online Portal
Better Business Bureau
**************
********, ** *****
Attn: ********* **********
BBB File Number: Complainant: ******** **** *******
Root Property & Casualty Insurance Company f.k.a. ****** Indemnity Company,
NAIC #: ***** ********************
Thank you for bringing the concerns of Complainant **** ******* (Complainant) to our attention. Root Insurance Company (Root or the Company) appreciates the opportunity to review this matter.
Wecannot share specific details in this public forum, however the *************************** reached out to the complainant on October 24, 2024 to address their concerns. Weare still working with the Complainant to resolve their concerns
Yours truly,
****** *****
Compliance Analyst
***************************************************************************
Customer response
11/05/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 22443346
I am rejecting this response because:
I have not received anything from the company regarding this matter.
Regards,
**** *******Initial Complaint
10/14/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
******** ********* ********* ****** ************ ********** *** ** ******* *********** ****** * ******
I am filing this complaint regarding Root Insurance’s handling of my payment and the subsequent suspension of my vehicle registration.
On 4/24/2024, I processed a payment that was registered on the same day. There appears to have been an increase in my premium, which led to an additional payment being processed on 4/26/2024. However, insurance records indicate that a payment was processed on 4/25/2024.
All payments were made on time, with no lapse in coverage. Despite this, on 7/26/2024, Root Insurance issued a request to suspend my vehicle registration, citing non-payment. This action was unjustified, as my payment records clearly show that all payments were completed within the appropriate timeframes, and there was no lapse in coverage.
I have made several attempts to resolve this issue with Root, yet I am still waiting to hear back from a supervisor. It also appears that my Letter of Experience (LOE) has not been processed, leaving me with no resolution. This situation has caused significant disruption, as I rely on my vehicle for commuting long distances to work.
Despite making all required insurance payments, I was subjected to the suspension of my registration, leading to my being pulled over by law enforcement.
Business response
10/21/2024
*************
Thank you for bringing the concerns of Complainant ******* ******* (“Complainant”) to our
attention. Root Insurance Company (“Root” or “the Company”) appreciates the opportunity to
review this matter.
We cannot share specific details in this public forum, however the Customer Services
department reached out to the complainant on October 21, 2024 to address their concerns.
Unfortunately, we have been unable to resolve the issue with the Complainant.
Yours truly,****** *****
Compliance Analyst
doi.complaints@joinroot.comCustomer response
10/31/2024
******** ******** ** ********* ** ********
Thank you for your email regarding my complaint against Root (Complaint ID ********). I appreciate your assistance in this matter.
I am writing to provide additional information and further clarify my position. The ongoing issue with Root has caused significant inconvenience and hardship. Due to the mishandling of this situation by the company and its associates, I have experienced the following:
Pulled Over: I have been subjected to being pulled over while driving, which has caused unnecessary stress and anxiety.
Vehicle: My vehicle is my only means of transportation, and the issues with Root have forced me to not use my car in fear of being pulled over.
Work: As a result, I have been unable to work, as the distance from my home to my workplace is over an hour, and there are no alternative transportation options such as ride-sharing available.
Loss of Wages: This situation has led to a significant loss of wages, affecting my financial stability. Based on my average hourly rate of $26.47 at 40 hours a week, my average monthly earnings from 7/26/2024 to 10/18/2024 would have been approximately $4,234.40 per month. Over the three-month period, this totals to a loss of $12,703.20.
I believe that Root has not shown a sense of urgency to resolve the matter that they created. Their lack of timely action and communication has only exacerbated the issues I have faced.
Attached are copies of the communication I received from Root, as well as my written explanation detailing why I disagree with their response.
Thank you for your attention to this matter. I hope for a prompt resolution and assistance from the BBB in addressing this issue with Root.Regards,
******* *******Initial Complaint
10/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My auto insurance provider lied to me that, "In *****, per Texas law, taxes and fees are not owed in the case of a total loss settlement." And, they are not including dealer fees and taxes in my total loss payout. Plus, they are lowballing the value of our car by $******* policy says, "actual cash value" or "cost to repair or replace". Actual Cash Value (ACV) simply means replacement costs minus depreciation, not minus taxes and fees. Replacement costs include taxes and dealer fees. It does not mean that Root gets to stick it to me like this.I asked my claims representative to get me in touch with a supervisor, but never got a call back. I need help to resolve this matter properly.Business response
10/14/2024
Please see our attached response.Initial Complaint
10/04/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I was in a car accident on 06/28/24. The person responsible has Root insurance who has continued to give me the run around for 3 months. They totaled and picked up my car 2 months ago and have yet to resolve the claim nor have they contacted the bank. I continue to make my car payments without having the car and am unable to purchase another vehicle until this is resolved.Business response
10/15/2024
October 15, 2024
Via BBB Online Portal Better Business Bureau
*******************;
********, OH 43215
Attn: ********* McLaughlin
BBB File Number: ******** Complainant: ****** ******** Insurance Company: Root Insurance Company NAIC #: 10974
Dear ********************* you for bringing the concerns of Complainant ****** ******** (Complainant) to our attention. Root Insurance Company (Root or the Company) appreciates the opportunity to review this matter.
We cannot share specific details in this public forum, however the ********************* reached out to the complainant on October 9th, 2024 to address their concerns.
We have reached a resolution.
Yours truly,
Jaso Arc ****** Arcos
Compliance Analyst
***************************************************************************
Customer response
10/31/2024
***** ******** <************************>
Wed, Oct 30, 3:56 PM (15 hours ago)
to **********************************************************************************************
Get Outlook for iOS
From: ****** ** <********************************************************************>
Sent: Tuesday, October 29, 2024 5:00:13 PM
To: ************************ <************************>
Subject: ROOT CLAIM P7JXFZFL
Hi ******,
I just wanted to let you know that I have issued payment to your Lien Holder in the amount of $5,188.66. They should be receiving that payment in roughly 5-7 business days. If you have a remaining balance with them, you'll need to reach out to them directly to discuss that.
Hope you have a great rest of your week!
Thank you!
--
****** **
Total Loss Adjuster, Root
************
|
******************************Initial Complaint
10/01/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
As of the 19th of September my car had been declared a total loss. Since that time , communication with my insurer has been nonexistent. My car was picked up on the 23rd. America First, the lienholder, has been contacted once since the car was declared a total loss. Since the 22nd when they receive paperwork to obtaining to get information to pay off the loan they have never contacted myself or America First. I currently have absolutely no idea when the loan will get paid off.Or when I will receive payment for my portion of my vehicle. I also have no idea when I should expect to hear back from anyone handling my insurance claim. I was promised they would call back on the 25th and have still not heard back and it is the 30th. I was once again promised they would call me back in the next 1-2 business days and it is currently the 30th.Business response
10/04/2024
Please see our attached response.Customer response
10/11/2024
It has now been a month since my original claim was filed. While I've been paid the credit union that holds my car loan hasn't been paid despite the fact that payment was supposedly issued to myself and the credit union on the same day.
As a result interest has continued to incur on my loan.
Possession of the vehicle has already been transferred to a company that sells spare parts. Due to the fact that neither my insurer or that company hold title to the car transfer no actual transfer of ownership has occurred.
Customer response
10/14/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: ********
I am rejecting this response because:It has now been a month since my original claim was filed. While I've been paid the credit union that holds my car loan hasn't been paid despite the fact that payment was supposedly issued to myself and the credit union on the same day.
As a result interest has continued to incur on my loan.
Possession of the vehicle has already been transferred to a company that sells spare parts. Due to the fact that neither my insurer or that company hold title to the car transfer no actual transfer of ownership has occurred.
Regards,
****** ******Initial Complaint
09/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was in a car accident June 10 ****************************************************** from the back they insurance did they part but as Im waiting on the police to get out the car my sister was driving my car as she waiting on the police to see what happen another car strike me multiple times and ran off
I gave them everything they asked for police report even the deteyssjd they cant find the car that hit in run so they told root insurance to go head in proceed now I call 5 times a day trying to reach out to ***** *******
I got the run around I was with no car for 2 months I try to call to diesel to the manager no one responds to my call back so she asked for my phone records in thst shouldve been the last step now they made me do another phone interview in September 2024 when I did it already in June
then they said they was sending some one out to get the data off my car then they say they might want you to do a in person recording Im like this is to much I did everything yall asked for I had libility coverage if a car hit me I was going to be covered
its like they making up so much excuse to not fix my car when the police saw the hit in run so the end of July I paid almost 6 thousand for my damages and storage fees for my car sitting and now when I call to se the next step no one texts back or answer or tells me the person not in the office
when they are this situation flared my depression Ive call every day not one answer the body shop sent my break down of prices parts etc to them still no response I want my money back reimburse me because I had coverage in they doing everything not to pay me
Business response
10/02/2024
October 2, 2024
Via BBB Online Portal
Better Business Bureau
**************
******************
Attn: ********* **********
BBB File Number: 22347382
Complainant: ******** ********
Root Property & Casualty Insurance Company f.k.a. ****** Indemnity Company,NAIC #: 24503
Dear Ms. *************************** you for bringing the concerns of Complainant ******** ********(Complainant) to our
attention. Root Insurance Company (Root or the Company) appreciates the opportunity to
review this matter.
We cannot share specific details in this public forum, however the Special Investigations
department reached out to the complainant on September 30, 2024 to address their concerns.
We are still working with the Complainant to resolve their concerns.
Yours truly,
****** *****
Compliance Analyst, Legal
***************************************************************************Initial Complaint
09/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Since January the *** sent me letters for each vehicle at that time there were 7 that did not have insurance I spoke to the company that I have Root insurance and their response was that they had already sent the papers to the dmv that were needed but every month the same thing happened and I have never stopped paying the insurance
and in May a root agent spoke with the ranger of Nevada and supposedly everything was fine, but it was not so, the same letters came back and I was stopped by a policeman telling me that my places were suspended. I went to the *** and their response was that I had to talk to the ranger and I had already done it but nothing has been solved and the dmv wants to charge me fines for each vehicle and I don't think it is fair because I have never stopped paying the insurance.
Translated by BBB 9/26/2024 Desde enero el *** me mando cartas de cada vehiculo en ese entonces eran 7 que no tenian aseguranza yo ***** a la compaa que tengo Root insurance y su respuesta fue que ellos ya habian enviado los papeles al dmv que se necesitaban pero cada mes que pasaba sucedia lo mismo y yo nunca he dejado de pagar la aseguranza y en mayo un agente de root hablo con el ranger de ****** y supuestamente ya todo bien, pero no fue as, volvieron a llegar las mismas cartas y a mi me detubo un policia diciendome que mis places ******* suspendidas. Fui al dmv y su respuesta fue que tenia que hablar con el ranger y ya lo habia hecho pero no se a solucionado nada y el dmv me quiere cobrar multas por cada vehiculo y no creo que sea ***** por que nunca he dejado de pagar la aseguranza
Initial Complaint
09/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had my car vandalized at work on 6/12, put a claim in that same day for the car and was considered totaled not long after.. ever since the car was deemed totaled I havent received any response from the company or my specific adjuster. Ive called and put complaints into their customer service lines multiples times now and just been told someone will call you.. I just want this closed out and at this point I think its more than fair for them to pay all the payments and insurance on the car they deemed totaled months ago that Ive had to pay in absence of the them actually working with me to close the contract out.Business response
09/27/2024
See response attachedInitial Complaint
09/23/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
transaction on Sept 11 2024y Paid $1525 Paid for policy for a relative with my credit card, I want my credit card info removed so it cant be accessed by anyone, and Root refuses to do it.Business response
09/27/2024
see attachedInitial Complaint
09/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
ON 09/07/2024 I HAD CHARGE ON MY BANK ACCOUNT FOR $276.98 BY ROOT INSURANCE COMPANY FOR SOMEONE ELSE'S VEHICLE INSURANCE. THEY FRAUDULENTLY RAN MY BANK DEBIT CARD & PUT MY ACCOUNT OVERDRAWN WITH EXTRA FEES. I DID NOT AUTHORIZE THIS TRANSACTION & I'VE RELAYED THIS BY 5+ EMAILS BACK & FORTH THE PAST 4 DAYS! THEY REFUSE TO RETURN MY MONEY TO MY ACCOUNT!!!
HERE'S THE INTERESTING PART, I DO NOT OWN A CAR, THEREFORE, I DO NOT HAVE ANY COMPANY FOR AUTO INSURANCE!!! THIS IS RIDICULOUS THEY'VE BEEN DOING C*** LIKE THIS THAT IS ILLEGAL & A FEDERAL CRIME AND THEY'VE BEEN GETTING AWAY WITH IT.
I WANT MY MONEY BACK IMMEDIATELY FROM THEM BACK TO THE ACCOUNT THEY TOOK IT FROM.
THEY CAN RESPOND TO MY EMAIL OR PHONE NUMBER ON THIS COMPLAINT TO GET INFO FOR DEPOSIT BACK TO MY ACCOUNT.
THANKS, TM
Business response
09/16/2024
September 16, 2024 Via BBB Online Portal Better Business Bureau ********************************* Attn: ********* ********** BBB File Number: ******** Complainant: **** ****** Insurance Company: Root Insurance Company NAIC #: ***** ************************** you for bringing the concerns of Complainant **** ****** (Complainant) to our attention. Root Insurance Company (Root or the Company) appreciates the opportunity to review this matter. We cannot share specific details in this public forum, however the *************************** reached out to the complainant on September 12, 2024 to address their concerns. Unfortunately, we have been unable to resolve the issue with the Complainant. Yours truly, ****** ***** ****** ***** Compliance analyst *********************************************
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Customer Complaints Summary
313 total complaints in the last 3 years.
141 complaints closed in the last 12 months.