Complaints

• Initial Complaint

  09/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  9/24/24, I attempted to cancel my auto insurance policy with Adrianas Insurance, a branch of **************** which is a branch of ********. I do not owe them any amount of money, I do not owe them any cancellation fee either. However, they refuse to cancel the policy. I just want the policy to be cancelled.

• Initial Complaint

  07/03/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I spoke with an Agent over the phone and he sent me documents to sign right away as he was holding on line, I signed documents and made an error by not understanding about excluding members from my household. So I listed two people. Soon I signed documents and sent them to agent, I realized what I have done and told him to change part where I excluded my Fianc. One of the two persons leaving with me. There is the Law that any contract can be changed within ***** hrs. So Agent told me to call back in two weeks. I have all text messages from that day of signing, so Agent never got back to me and I called Adrianas Insurance to be run around in a rude manner from Agents, and was told to pay $399 for change of the policy!! I told them that I told Agent at day one to fix mistake and include my Fianc that lives at same home address. Never heard back from no one even I was told Supervisor would talk with me. Also I was connected to someone who they told me is my agent, and person told me he is not an Agent he only have Adrianas insurance. I wrote email to Adrianas insurance and never heard back from no one! I do not want to pay additional fee to fix something on my policy, as should have been changed at day one. I paid their Fees and Brokers fees!!

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Walking in to get a quote for vehicle full year coverage. Assumed I spoke Spanish. I indicated I do not speak Spanish very well, to address me in English. Sat with agent took information as needed gave me a quote. Now: 2 weeks later I have a bill: ********** of: They are sending this to DMV, also canceled pilolicy. With a back up insurance bill to reinstate. NOW MY CREDIT SCORE is now shattered. After trying to : Rise as an independent person after a death. These individuals should not be allowed to own a Business License. If they are hard up for money. They are robbing induviduals, who are still living in honesty, the best way possible. SHAME ON ya'll. KARMA IS A BITCH!!!

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Was rear ended on the freeway. Now Im trying to file a claim with them. The automated machine hung up on me after 120 mins. I called Again and was purged after 120 mins again. I drove to corporate office to file a claim. They refused. They said I had to file a claim with the at fault persons insurance. Meanwhile I dont have that information. They sent me away.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On Aug 4, 2023 we got insurance from *******'s come to find out they are just a broker for Bridger Insurance. We paid ****** as downpayment and it was not disclosed to us that ****** is for broker fee. We canceled our Mercury Insurance policy because of the price increase so we looked for a cheaper insurance. ******* only received ****** from the ****** downpayment we made to *******'s. *******'s has been automatically debiting the monthly amount of ****** from our credit card from Aug 27 - Oct 27 (3 months) until we had a car accident where the car was totaled. Nov 15 we had to call them to replace insured car and they charged us ****** again for replacing the insured car without telling us. On Nov 15 we paid *******'s over the phone the amount of ****** to get the insured car replaced. I specifically asked ******* on the phone if that is the only charge I am going to pay for the month of November and SHE SAID YES. out of that ****** payment we made to *******'s they only remitted ***** to Bridger. ******* then sent us a cancellation letter that if we do not pay ***** (we have no idea where the amount of ***** came from) that the insurance policy will be canceled on Dec 15 so we mailed (certified) a check for ***** to avoid cancelation. Then today Dec 15 we received a call from Bridger that the policy has been canceled and we have to make a payment of ****** to reinstate. I asked them why did they send me a letter to make a ***** payment but in reality they need a total of ****** to avoid cancelation and ******** said its fault on their software. Because of that we got charge a reinstatement fee of **** (because of the software issue) and another installment fee of *****. Every monthly payment gets charged an installment fee of *****. My goal for this complaint is to get the $640 back (broker fee x 2) because it was not disclosed to me properly. *******'s has to be legally bound for not disclosing the broker fees on the phone when selling.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The keep losing documents i send them. Now the insurance company aspire is threataning to cancel my policy. ******* corparate office keeps sending me letters as well and when I call to speak to someone it's a nightmare to ge a hold of someone.

• Initial Complaint

  12/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I was going through the process of purchasing a policy from them. Once I saw the contract and the type of insurance they wanted to provide me with I told them I would not sign anything and would not be moving forward. They kept being very insistent and told me repeatedly to sign the contract. I refused and then they said well it will take 10 days for a refund and I said what refund if I didnt authorize you to charge me anything. I didnt sign anything and they regardless charged my debit card and now are claiming they gave me insurance for those 3 days so they will charge me and refund the rest within 10 days again I never authorized this charge and they fraudulently signed me up for a policy and charged me without my authorization

• Initial Complaint

  08/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased insurance on August 23rd 2023 and canceled 2 hrs later because I was told that the broker fee was my insurance. Once I paid for it there was a 601$ charge on my card. I asked Adrianas what the excess charge was for and I was told a plethora of lies. I called 6 times that day to cancel my policy and was hung up on 4 of those times. After I signed their contract I could not access it again. I spent the next day, august 24th going to their Vista location to figure this out because they still had not canceled my policy per my request on august 23rd. I called corporate and was on the phone for over an hour. The guy I was talking to *******, told me the company I purchased from was reliant and could not give me their number because he didnt know it. He had me sign a document for my refund and did not state how much the refund was for because he didnt know. As of rn I do not have access to that document either because its not accessible through my email anymore. I looked at the yelp reviews after this whole incident and noticed that several other people were being scammed out of their money as well.

  Business response

  09/07/2023

  The situation with ******************************* is better explained in the attached letter to the consumer but
  as a recap these are events that transpired:
  ******************************* received assistance with purchasing an auto policy from an Adrianas Insurance
  agent on 08.23.2023. All of the fees were disclosed to her during the purchase as they are with all
  customers. ****************** signed all her policy documents and her receipt that stated what fees she
  would be charged.
  She signed the Broker Fee disclosure which states the amount of broker fee she is being charged
  in the transaction. ****************** was made aware of how much she owed. However, when she
  reached out for help with cancelling her policy she was assisted with the cancellation of her policy.
  Our Broker Fee disclosure also states that the broker fee is non-refundable. ****************** was
  assisted with cancelling her policy and her policy was cancelled effective 08.25.2023. ******************
  received her prorated refund from the insurance carrier Reliant.
  If you have any remaining questions, please feel free to contact me

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted Adriana's insurance in March of this year after seeing a billboard advertisement on the freeway. They set me up with a great rate on an auto policy from Pronto insurance, then Adriana's failed to submit requested documentation to Pronto after the policy was provisionally approved. Specifically, Adriana's did not forward copies of my auto registration, title, vehicle usage info, and employer info. I first received notice that the above documents/information was requested by Pronto from a letter I received on June 4, 2023, and I submitted all requested info to Adriana's on the same day (as the broker, Adriana's must liaise between the policyholder and insurance provider, I as the policyholder can't submit info directly to Pronto). For 3 weeks, I didn't receive a response from Adriana's; I assumed they took care of it. Then, June 24, 2023, I got a letter from Pronto stating they still needed these documents, and without them the policy would be cancelled on July 10. I called, texted, and emailed them to fix this. Someone from Adriana's underwriting department finally reached out June 29. They claimed they never received the document from me, so I emailed them copies, and they said they would take care of it. It’s now August 2nd, and Adriana’s still hasn’t provided all the information that Pronto is requesting. They are requesting a “letter of coverage” regarding accidents I was in three years ago. I contacted my insurance and provided Adriana’s with the information my old insurer gave me. Apparently it’s not good enough, and Adriana’s simply isn’t doing squat to contact the old insurer and request information that would be typical between insurance providers and brokers. Overall, horrible experience with Adriana’s. I should add that their response time is over 7 business days. I’m not at all surprised to see they have multiple unresolved complaints and an F rating with the BBB.

  Business response

  08/15/2023

  Adriana's Insurance Services finds it unfortunate that Mr. ***** was not happy with the customer service he received from us. However, we would like to state that we did provide the insured with proper communication and instructions on how to keep his policy from being cancelled. To the extent that we reached out to his old insurance carrier to try and obtain information on his behalf, but we were unable to as this is a function that brokers do not carry out. However, we wanted to provide the best service to Mr. *****, so we did attempt to collect that information on his behalf. The narrative on this transaction is better explained in detail in the attached letter to the consumer. If you have any remaining questions, please feel free to contact us directly.

  Sincerely,

  ***** *****

  Risk Management

   

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Our March 1st 2020 three 10:20 AM the representative from ******* insurance contacted me via text the name of the person was ***** ***** asked me if I received a quote and I responded and said no ***** responded and said I would be happy to help you would this be liability I said full coverage ***** then said I am working on your quote and asked me for my driver’s license info and I responded with the info he said the information you provided you are looking at $150 monthly I was asked if I would like to start the policy today 3123 I stated depends on the price of the down payment the response from ***** is that is this a 1994 Honda I responded 2019 Nissan sentra I was asked for the vin number I sent the vin number as requested ***** responded got it and stated $498 to start which includes the first month a total of 2916 for the year 498 to start 225 a month ***** dance responded with 389 due today I told ***** that I have to wait on the down payment that it was too high for me right now really stated I can split the payments for you so you are insured ***** asked if I can do 389 I didn’t respond on March 2nd 2023 2:42 PM ***** sent me a text message message stating hello we have a promotion of $100 today to start policy we also can do split payment can you do 289 today and 112 days I didn’t respond I responded on March 8th 2023 asking ***** if we can do this on Friday ***** responded by saying hello good morning yes we can do this Friday on Friday March 4th 2023 I said hello how can we proceed ***** said yes good morning we would just need your e-mail and payment method that was given I asked can I use two cards ***** said yes send me the info and the amount you want to charge to the cards I did that the transactions went through then ***** called for pictures that was done these pictures were sent I paid the $100 balance on 311th on April 7th 2023 I logged into my account and it stated monthly insurance payment of $449 I contacted ***** several times regarding the $449 for the monthly payment I didn’t receive as response until 4/25/23 I told ***** that I was unsatisfied with the monthly payment being $449 all of a sudden that’s not what we had an agreement on ***** called several times stating that he was trying to reach me I let ***** know that I am at work and I was asked what is the best time I can be reached I said 9:00 AM I get off at 11:00 PM tonight I let ***** know that I was unhappy being that we had an agreement for the down payment and the monthly payment and all of a sudden the monthly payment is doubled to 449 a month ***** asked if I would like to cancel the policy and I stated yes he said someone should be calling me I let him know on 4/26/23 at 9:00 AM as agreed no one contacted me and was contacted at 426-2310 AM by ***** by text I told ***** to call that no one has called me he said he was calling me but my phone wasn't ringing ***** then reached me by 11:00 AM he said the policy was cancelled on 4/27/23 I text ***** regarding my policy ***** said he was waiting to get approval on 4/28 a text player that I am following up ***** stated that ******* insurance was able to get an approval on 4/27/23 ***** stated I was able to get insurance approval for refund for the amount of 18431 I contacted ***** several times regarding the refund on May 1st 2023 I inquired about the liability insurance I let ***** know that the 18431 has not been refunded to me I was told by ***** that it was processed and it would take two business days on May 3rd I let ***** know that the refund has not been processed he asked me to send him the transaction status I did as he requested ***** said responded and said he was sending this information to accounting May 4th I contacted ***** again regarding the refund he said he was sending it to accounting again May 5th same thing I inquired about the refund no response I inquired every day May 11th to June 13th 2023 as of this time no responseon 4/28 at text ***** that I am following up

*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. ↩