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Initial Complaint
01/22/2024
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 involved in a car accident 11/10/23. Safeway auto is the insurance of the other party. The other party admitted fault to the accident. Safeway Auto had my car towed to their approved auto shop on 12/14/23. Since that time, i have only been able to get ahold of one person to review my claim. On 12/29/23, i finally received a text message only from safe way stating that my vehicle was deemed a total loss and they gave me my total loss adjusters contact information. I have left over 20 voicemails, texts and emails to my total loss adjuster and it is now 1/22/24 and i still have no response back on what is going on with our car, are we able to get our car, what is the status, can we get the stuff out of our car, etc. I do not know what else to do to get a hold of someone with safeway auto. At this point they have stolen our car. We have 3 kids, we are down to 1 car and my husband is at risk of losing his job. Safeway auto doesn't seem to care. I got a hold of a receptionist on Tuesday, 1/16 and she said that **** was returning messages as she had been off on vacation for 2 weeks. She receptionist was leaving my contact information on her desk and she told me that **** would call me back in 24 hours, it's now over a week later and i still have no call. I also don't understnad how you get assigned to a adjuster whose off for 2 weeks and no one else takes over for her? This seems unreasonable and unfair and it's putting a lot of issues on our family. I NEED someone to call me to figure this out from this terrible auto insurance company. This accident was not my fault and at this point, it's definitely changing my life. Claim #*******-IL-PPCL
Business response
01/22/2024
We apologize for the inconvenience the customer experienced. The total loss adjuster will contact the customer within 24 hours.
Sincerely,
Safeway Insurance
Initial Complaint
01/19/2024
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 hit by a person who has Safeway insurance I have been trying to reach Safeway by phone by email and no one has ever answered the phone to resolve the issue. The person supposedly insured by Safeway was at fault for the accident and the estimate to fix the car is over 6, 000 dollars I haven't been able to drive it since the accident and I can't get them to answer the phone.
Business response
01/23/2024
We apologize for any delays ************** experienced during her claim. The handling adjuster will contact ************** and update her accordingly.
Sincerely,
Safeway Insurance Company
Initial Complaint
01/11/2024
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.
Me and my fiance recently had a vehicle stolen from us after only owning it for one day.The car was found by police and the thief is going through the justice system.Our car had pretty bad damage done to it by the thief and was brought to a body shop for repairs, only for Safeways appraiser to approve of a few of the damages to be repaired with multiple others still being present despite it being in perfect condition when we purchased it. The insurance company won't answer any of our phone calls to get it addressed, and the few times they did answer we were met with aggressiveness and had none of the issues resolved in terms of our vehicle repairs despite still paying for full coverage. We provided them with photos of the vehicle before and after the vehicle came out of the body shop but all they told us to do was get in touch with the body shop to have the issues addressed.The body shop told us that insurance is supposed to provide information and funds for repairs and that there's nothing he can do until it's approved by them, and insurance won't answer our calls or emails.We paid a $500 deductible and $265 dollars out of pocket for a repair that insurance said they would not cover, only for it to be in "running order" as opposed to "condition prior to accident".
Business response
01/12/2024
The Property Damage Manager will contact the customer to address any of their concerns.
Sincerely,
Safeway Insurance
Initial Complaint
01/11/2024
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.
My son was in an accident on Dec 21, 2023 and we are still waiting for our claim to be resolved. Our agent assigned to ** has become unreachable and is not answering emails, or making any attempts to call. We are in limbo without a vehicle and having difficulties getting everyone where they need to go due to this issue. It's costing us time and money that we can't afford to lose.
Business response
01/12/2024
We apologize if the customer was not satisfied with their claim experience. We spoke to the customer today explained the vehicle has been deemed a total loss and emailed them the required total loss documents.
Sincerely,
Safeway Insurance
Initial Complaint
01/10/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am really disappointed with this insurance company. My window received damage and I spoke to a claim adjuster and informed me they would call safelite to get my window repaired. It has been 2 weeks with no call back and left several messages with claim representative ***************************** for claim # *******-**-ppcl and no one returns my call. They should no ignore your calls and it worries me that this company is not a legit insurance company. Its truly disappointing and should at least call back the customers.
Business response
01/11/2024
The customer has been contacted and the matter resolved.
Customer response
01/11/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They called me and ensured my vehicle would be taken care of.

Sincerely,

**************
Initial Complaint
12/28/2023
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 have tried numerous times to call my adjuster at Safeway Auto Insurance but have been unsucessful. Left voicemails and sent emails as well and still no response.
Business response
12/28/2023
We apologize for the inconvenience ************ experienced. We have spoken to ************ and informed him that his vehicle was rendered a total loss and will be moving it to the salvage yard. The total loss adjuster has been assigned to run the value and discuss the total loss process with him.
Sincerely,
Safeway Insurance
Initial Complaint
12/21/2023
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.
Insurance Claim # *******-CO-60345162 I am in need of a list of auto shops that work with your insurance in ********. ********* shops in ******** do not accept to work on my car without a claim with an insurance in their network. I have called multiple car shops and submitted your claim and they will not accept to work on my car. Please provide a list of your in-network auto repair shops or I will be seeking legal help on this claim! Thank you, *******************************
Business response
12/26/2023
The customer was contacted and was advised we do not have any direct repair facilities.
Customer response
12/27/2023

Complaint: 21043595

I am rejecting this response because: I have contacted several auto repair shops and had them contact your company to confirm you will pay any additional costs and you refuse to pay or work with them.
I will need for your company to find me an auto shop you work with or I will seek legal help.

Sincerely,

*******************************
Business response
01/01/2024
Safeway Insurance Company does not have any direct repair providers.
Initial Complaint
12/18/2023
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.
Car accident ***** *****, this person has Safeway insurance, you have to pay for a rental car out of your own pocket which I thought was not right, I knew I would have problems the accident was not my fault, Safeway insurance shouldve paid for everything. The rental cost ****** total for everything, Safeway insurance wants to pay me ****** Safeway insurance should be responsible for the entire bill.
Business response
12/21/2023
Please see attached.
Customer response
12/23/2023

Complaint: 21023648

I am rejecting this response because:

Sincerely,

*************************
Customer response
01/30/2024

Complaint: 21023648

I am rejecting this response because: I am rejecting Safeway request. They still owe me money for rental car. ID **************
Claim# *******.
Sent from my iPhone

Sincerely,

*************************
Business response
02/02/2024
we have uploaded our response to the follow up submitted by the complainant.
Customer response
02/13/2024
Complaint: ********

I am rejecting this response because: Complaint # ******** Claim# ******* Safeway still owes money, I paid for Rent Car.
236.82 Safeway only wants to pay me 185.74
Safeway is shorting me ***** Safeway should be responsible for all of that rental payment.

Sincerely,

***********************;
Business response
02/15/2024
Our position remains, we are not responsible for insurance coverage that the complainant elected to purchase.
Customer response
02/17/2024

Complaint: 21023648

I am rejecting this response because:

Sincerely,

*************************
Safeway still owe money.
Initial Complaint
12/12/2023
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 grandfather has been with Safeway over 20+ years with 4 insured vehicles through them. On 12/03 my car was broken into while I was at work, I have full coverage on my car. I reported the claim to Safeway they said all we have to do is fill out an affidavit form and the car could be fixed. My adjuster informed me that the form would have to be mailed out, filled out, notorized, and mailed back. Given that it is 2023 and technology is ever present, not to mention I am a ****************************** *********** with no form of transportation ( a fact my adjuster is also well aware of). I requested for her to email me the form to which I sent back to her Sunday 12/10. That Monday 12/11 I called my adjuster to see if she received the form to which she responded It was in the mailroom and had to be sortedmy EMAIL has now been in the mailroom over 48 hours because she also said she would call me back once she received it and I have not heard from her since Monday around 12 noon. Other important notes: after making the claim I was told my adjuster would reach out me within 24hr. That didnt happen I had call Safeway back myself and find her information to contact her. All I want is for my car to fixed in a timely manner! I have already spent over $250 on Ubers just trying to get to school and work alone.Given that this is second time my car has had to be repaired by Safeway and the last time it took OVER 3 months to get my car fixed after a simple accident I can say my family and are well over frustrated. It is holiday season and I cant wait another 3 months for a simple *********** again over 20+ years of service with Safeway, pays every month in person, 4 insured vehicles and this is the treatment!
Business response
12/13/2023
We were unable to locate the claim number with the limited information provided. Please have the complainant provide our claim or policy number.
Sincerely,
Safeway Insurance
Initial Complaint
12/12/2023
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.
On Saturday June 17th 2023, I was in my 2018 ***** Equinox and was involved in a collision with another vehicle. My car ended up being a total loss. The other driver was at fault but had no license, no **********************, and also no address. (refugee from *********). On that same day June 17th, I tried to file a claim with Northwest Insurance which is the broker for SafeWay. I was told they could not help me because I had to contact SafeWay which was closed on weekends. I was on my own.After filing the claim on June 19th 2023, I waited over 2 weeks to have the car picked up and towed away. This was the only time I ever talked to someone from SafeWay. Ever since then I have been ghosted. I have no idea where my claim stands at the moment. Countless messages and calls were left with the adjuster and til this day, i have not heard back. I called Northwest Insurance for help and they too could not get a hold of anyone at SafeWay. At this point I do not now what to do. Please help! It's been 6 months. I am still paying Ally for the car and need my claim check to pay off the car. It's ridiculous how this company operates. This is my first time I ever go through a crash like this and it's been full of anxiety not knowing what is going on. Regards,*************************
Business response
12/13/2023
We apologize to **************** for the delays experienced in handling his claim. The assigned adjuster will reach out to him by the end of the day to address his concerns.
Sincerely,
Safeway Insurance
Customer response
12/18/2023

Complaint: 20994147

I am rejecting this response because:
I contacted Ally today.
I was told that Safeway had NOT contacted them about a request for a letter of guarantee.
They only received the request for the letter of guarantee on December 8th 2023.
The letter of guarantee was sent to Safeway that same day.
According to Ally, they have not received a payoff quote request from Safeway as of today Dec 18th 2023.
When can I expect to have Safeway send a payoff quote to Ally?

Sincerely,

*************************
Business response
12/19/2023
We have settled this matter with our named insured and have issued payment in this matter. We trust this satisfies ******************** concerns.
Sincerely,
Safeway Insurance Company

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