ComplaintsforRoot

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Claim is against Root Insurance Company. Claim ********. They completed their estimate based on pictures; however, once I took the car to the shop there were additional charges. It took 2 weeks for them to give an estimate to body shop for repairs. Shop has had my car since October and it is still being repaired. ******* ******* sent me an email on 10/29 to ask what shop I was using. They already knew what shop the car was at because . There is a lot in between, but bottom line, my coverage is for a total of $1500 rental - the costs exceeded that because of the 2 week delay of them getting with the body shop for the additional repairs. They are now refusing to pay ********** Rental and said that I have to. ********** started calling me around mid to early November after Root would not pay any more. I made SEVERAL attempts to call Root. It actually took over a week for a supervisor/manager to contact me. I was told they would not pay, asked to speak to a supervisor which took several days for them to contact me, in the interim, I'm incurring rental car charges. Spoke to **** ***** today who said it was my responsibility to follow email instructions which I did. He said "common sense should have made you ...." It's not my fault they delayed response to the shop and I'm now caught in the middle with upwards of $500 in rental charges. The car is still being repaired at ***** Auto Collision ###-###-####. The shop informed me of the delay in communication with Root.

  

  Business response

  12/15/2021

  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.

  As a threshold matter, the Complainant’s concern surrounds a perceived delay
  in the handling of their claim. Upon thorough review of the claim, we find that
  there has been no delay on the part of Root in resolving this claim.

  Root received the initial notice of loss on October 25, 2021. The initial estimate
  was completed on October 26, 2021, and a copy was emailed to the
  Complainant along with instructions for the Complainant’s shop of choice in the
  event that additional damages were located. The Complainant was further
  notified in that email that Root would need the information for the
  Complainant’s shop of choice in order to issue payment.

  November 8, 2021, no response had been received from the Complainant. The
  appraiser called the Complainant, however was unable to leave a voicemail.
  Payment was issued to the Complainant, copyable to their lienholder.

  November 15, 2021, the Complainant notified Root that they were in the
  process of having their vehicle towed to their shop of choice, and provided Root
  with the name and phone number of their preferred repair shop.

  November 17, 2021, the rental vehicle was reviewed, and the Complainant was
  advised that due to their vehicle not being moved in a timely manner, it is likely
  that their rental coverage maximum will be reached prior to the repairs being
  completed on their vehicle.

  November 24, 2021, the Complainant’s shop of choice submitted a supplement
  request. This request was received by Root at 4:58 P.M that day.

  November 29, 2021, the next business day, the supplemental estimate is
  reviewed, and the Root appraiser completed the request. The supplemental
  estimate is emailed to the Complainant and a copy sent to the repair facility.
  Payment for the supplement was also issued to the repair facility directly.

  Upon review of this file, there have been no delays caused by Root. The
  Complainant has exhausted the rental limit available to them under their policy,
  and Root is unable to extend additional coverage.

  If you have additional questions or require additional documentation, please
  contact the undersigned.

  Yours truly,
  ******* ******* | Compliance Manager - Claims
  ***************@joinroot.com | ###-###-####

  Customer response

  12/16/2021

  That statement is false. On October 26th I was sent an email stating give the estimate to my shop of choice. No where in that email does it provide instruction on what to do with my vehicle.
  

• Initial Complaint

  12/13/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Cancellation of insurance, talked to a lady in customer service 12/10/2021 about cancelling auto insurance and backdate cancellation for 12/02/2021. She sent me an email for backdating and for me to provide my name, policy number and the cancellation date to have my policy cancelled. I replied to this email with the information needed to cancel and backdate like agreed upon. Then Sunday 12/12/2021 Root insurance took a payment of $****** out of my bank account sending my account overdrawn $****. I called Root insurance 12/13/2021 and spoke to a Dillan who was very inconsiderate and unprofessional about me wanting my money refunded. I asked him several times to speak to a supervisor and after me asking for the 10th time he put me on hold and hung up on me. I've had issues with root in the past but this tops everything. I just want my money refunded, I did what they asked and have documentation to prove it. I don't see why they're able to treat paying customers this way. Please help me get my refund. Thank you.

  

  Business response

  12/15/2021

  December 15, 2021

  BBB File Number: ********
  Policy Number: ******
  Insured: ***** *******
  Complainant: ***** *******
  Insurance Company: Root Insurance 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.

  
  As a threshold matter, the Complainant’s concern surrounds the cancellation
  request for their policy. We are able to report that the cancellation request has
  been processed, and a refund has been issued to the Complainant’s original
  payment method. We consider this matter to be resolved at this time.

  
  If you have additional questions or require additional documentation, please
  contact the undersigned.

  
  Yours truly,
  Grayson M****** | Compliance Analyst - Claims
  **************************** | ************

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Root Insurance is saying I am 40% liable for an accident in which the other party ran a red light. The other party said in their statement that I did not attempt to brake or avoid the accident when that is 100% not true; however, because the individual is their "insured" they are siding with his statement and as such I hit the back of his car making me 40% liable. I have a full police report showing his full liability. He was cited for running the red light, he readily admitted running the red light, I certainly attempted to stop and brake because I wanted to avoid the accident at all costs since I had my 7-year-old son in the vehicle with me. The police report shows the diagram of the incident as well as a narrative from the highway patrolman who responded by describing his negligent actions. This accident occurred on Nov 19th and I have attempted to contact the claims adjuster 29 times and have only spoken with her three times. The very first time she answered telling me there were many claims ahead of my own and she would call me when it was my turn. Never did I hear from here. She was on vacation for a week during this time in which I only attempted to call once. Therefore, 28 times I called and was ignored. It wasn't until I called customer service and had the claim escalated to a supervisor that I finally received a call. The resolution... that I am 40% liable for someone else running a red light putting my son and my life in danger and then hearing that I am liable because the driver of the other car said I didn't press on my brakes which common sense would clearly argue otherwise. I have never submitted anything to the BBB but I have never dealt with a more unethical and dishonest situation in my life. Had I not pressed on my brakes the car would have hit me possibly killing or injuring my son; however, at that point Root insurance would assist 100%. Unbelievable!

  

  Business response

  12/07/2021

  Dear Ms. **********:

  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.

  As a threshold matter, the Complainant’s concern surrounds a denial of liability. We are
  able to report that the Claims Manager has spoken with the Complainant to obtain
  additional detail surrounding the facts of loss. Based on this review, Root has updated
  the liability determination associated with this file. Payment has been issued to the
  Complainant based on the initial damage estimate for their vehicle. The adjuster is
  currently waiting for the Complainant to advise us of their repair facility of choice in
  order to proceed further with the claim.

  Yours truly,

  ******* *******
  Compliance Analyst - Claims
  ***************@joinroot.com
  ###-###-####

• Initial Complaint

  11/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I paid for the 6 month policy and one month into the policy I was unaware of a $50 charge!!! You would think that after paying for the six months up front that there wouldn’t be any hidden fees but nope! my policy was cancelled without my knowledge!!! They told me they were “ trying to contact me about my payment” but I never got a call or a email. So When I called and spoke to a rep on the phone they told me that I will be getting a check in the mail and I could reinstate my policy once the check arrived. Welp the check never arrived in time before the reinstatement deadline because my address was incorrect even tho it’s right in the system and the rep double checked my address for the 1st refund check ....So they sent another refund check.... almost 2 months later and I finally get the check and deposit it into my account. 2 days later my BANK SAID THAT THE CHECK BOUNCED!!!!! More fees that I have to pay for that’s not my fault!!! This has been an adventure and a nightmare I can’t seem to wake from. It’s been almost 2 months since mid late August. I just want MY money back. I asked to speak to a manager and they told me that it takes 2-3 business days for a manager to respond back. I’m just at a lost for words with this company. It is now almost December and still back and forth communication but no refund.

  

  Business response

  12/06/2021

  December 6, 2021  Via BBB Online Portal

  BBB File Number: ********
  Policy Number: ******
  Insured: ***** ******
  Complainant: ***** ******
  Insurance Company: Root Insurance 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.

  As a threshold matter, the Complainant’s concern surrounds a refund payment.
  We apologize for the inconvenience the delay has caused. A corrected check
  has been re-issued to the Complainant, and a Customer Service Lead has
  emailed the Complainant with an update.

  If you have additional questions or require additional documentation, please
  contact the undersigned.

  Yours truly,
  Grayson M****** | Compliance Analyst - Claims
  

  Customer response

  12/15/2021

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

  Dec 15, 2021 3:00 PM  ***** ********

  ******* ***** ********   Root

  
  

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Filed a deer collision claim for a front fender and headlight repair. Minor damage, several mechanics said no more then 2,000 in parts and labor to fix. Car is still legally drivable. No air bags deployed, no frame damage. Only body panel damage. Insurance company demands to only pay out as a total loss, in-house adjuster using photographs as a form of adjustment. Claims repairs etc are over $9,000.00 I Mechanics estimate is $1,200 to $2,500. Vehicle is financed through ********* now at $15,0000 pay off. And insurance full pay out is less then value

  

  Business response

  12/01/2021

  Dear Ms. **********:

  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.

  As a threshold matter, the Complainant’s concern surrounds the total loss valuation for
  their vehicle. Upon review of the file, the Complainant has submitted no evidence
  which would impact the total loss evaluation or settlement amount. Our claim is
  currently open pending further information from the Complainant’s lienholder.

  If you have additional questions or require additional documentation, please contact the
  undersigned.

  Yours truly,

  ****** ******
  Compliance Analyst - Claims
  ***************@joinroot.com
  ###-###-####

• Initial Complaint

  11/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made a one-time credit card for my son's insurance online. Root took it on themselves to put me on recurring billing, When they charged a second time I called to tell them they did not have authorization and asked them to remove my card and bill my son. i talked to a supervisor but was told that the only way i would not keep getting charged was to cancel my credit card or put another credit card in to replace. They continue to charge my card which i am disputing. I do not want to cancel that credit card because i have legitimate charges debited to it. policy ***** ******

  

  Business response

  12/03/2021

  December 3, 2021

  
  Via BBB Online Portal

  
  BBB File Number: ********

  Policy Number: ******
  Insured: ******* ******
  Complainant: *********** ******
  Insurance Company: Root Insurance 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.

  
  As a threshold matter, the Complainant’s concern surrounds alleged
  unauthorized credit card usage to pay for an insurance policy. The
  Complainant has initiated a chargeback process for the payment with his credit
  card company. This is the proper method for the Complainant to proceed if he
  suspects his credit card was used fraudulently. The chargeback process has
  been completed by the Complainant’s financial institution, and it is our
  understanding that they will be reimbursed by the financial institution.

  We also note that the Complainant has also filed a complaint with the South
  Carolina Department of Insurance. It is our belief that the appropriate
  regulatory agency is reviewing this matter.

  
  By way of background, we offer the following chronology of events:

  September 28, 2021, the Complainant called Root Customer Service (“CS”)
  stating that he had allowed his son to use his credit card for a single
  transaction, and was concerned that the card had not been removed from the
  account. The CS Representative advised that the Root Insured would need to
  update this information in the Root Mobile Application (“App”). The
  Complainant asked to speak with a supervisor, however disconnected the call
  prior to the CS Representative being able to update the request.

  October 1, 2021, the Complainant called requesting a refund and to speak with
  a supervisor. The Complainant disputed the fact that he was not able to make
  changes to the payment methods on file for the Root Insured, and threatened
  to file a complaint with the Better Business Bureau, and take legal action
  against Root. The CS Representative again explained to the Complainant that
  the Root Insured would need to update the payment information via the App, at
  which time the Complainant advised that he had not spoken to the Root
  Insured, his son, about removing the card from the account. The CS
  Representative was able to obtain the information for a supervisor call back.

  That afternoon, a Customer Service Lead called the Complainant and
  reiterated the previously provided information. The Complainant advised that
  the charge had been disputed and disconnected the call.

  If you have additional questions or require additional documentation, please
  contact the undersigned.

  
  Yours truly,
  Grayson M
  Compliance Analyst - Claims
  ****************************
  ************

  Customer response

  12/07/2021

  i am still waiting on final response from SC dept of insurance  ********

• Initial Complaint

  11/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This transaction happened November 14 at 2:14am. I paid $239.70 to Root car insurance for a tow from Round Rock to Killeen, the business was committed to providing me with a tow. This did not take place, a tow person, wearing a “henny-thing is possible” hoodie, came out, simply jumped my vehicle and left. I contacted Root back and told them the situation that was going on, that i never got the tow and was left after being jumped. Root told me that the whole situation would be noted on my account and a refund would be issued within 48-72 hours. I never received the tow only a battery jump but was charged the full $239.70 after being told it would be refunded within 48-72 hours since it was pending. A day later the charge is completed and no longer pending. I wait out the complete 72 hours to no refund so I call them. I am told there is a note that i should be getting refunded and to wait another 7 business days on top of the 3 i’ve already waited. So I wait another week and I call today and of course there is no information on what happened and the tow was marked as completed. Now they’re telling me to wait again so they can review the case to see what they can do, it is about to be 2 weeks since they charged my card for a service i never received and i have yet to get my money back.

  

  Business response

  12/02/2021

  Dear Ms. **********:

  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.

  
  As a threshold matter, the Complainant’s concern surrounds services rendered
  during a Roadside Assistance claim by our third party vendor, Swoop. Our
  investigation of this matter has confirmed that the requested service was not
  rendered to the Complainant as originally indicated. We have received
  notification from Swoop that the Complainant will be refunded the full amount
  they were charged, as a credit back to the original payment method. Swoop
  has informed us that this credit should appear within 5-10 business days.
  We apologize for the inconvenience this experience has caused the
  Complainant, and appreciate the opportunity to review and take corrective
  action in order to improve our policyholders experience in the future.

  If you have additional questions or require additional documentation, please
  contact the undersigned.

  Yours truly,

  ******* *******
  Compliance Analyst - Claims
  ***************@joinroot.com
  ###-###-####

*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. ↩