Complaints

• Initial Complaint

  12/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I filed a claim on 09/10/24 and did not receive a response until about 10/16/24 when I finally called and was directed to the Adjuster, Mr. ***** ******. He proceeded with a settlement offer. Our car was deemed totaled and we needed the rental to get to work, which Mr. ****** stated we only had 3 days left to use. We did not accept the offer and tried to negotiate but had to keep renting the vehicle. We had to return the rental as we could no longer afford it. After several attempts to Mr. ****** and his Supervisor, Mr. ****** ***** to get them to respond with an answer, we finally accepted their offer on or about 11/07/24, signed documentation and we were told it would be about 5-7 days to get the settlement check to our ************* We called on or about 11/20/24 to get a status update and Mr. ****** advised that his *************** still had the documentation. On 11/22/24 the credit union received the letter of guarantee but no check. It is 12/03/24 and still have not received it nor a response from Mr. ****** or Mr. ***** after several attempts through phone calls and emails. This is very unprofessional and frustrating. We would like to be reimburse for the extra time of the vehicle rental and our car loan paid off. Any assistance you may provide is greatly appreciated. Blessings, ****** and ******* *****

  Business response

  12/06/2024

  Please find attached our response.  

• Initial Complaint

  11/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This business is submitting charges to my bank account and I have no idea what they do or how they got my info for an account that I just opened a week ago. Really shady!

  Business response

  12/17/2024

  See attached response.

   

  Regards,

  Customer response

  12/17/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter was involved in an accident with the insured of this company on 09/09/2024. He fled the scene. After going to the police with their information i was able to get his insurance company info which is Connect MGA. I filed the claim with them on 09/12. I did not receive a call or anything from the company for one week. Which was just a letter in the mail asking me to contact them. I called and left several messages with no response. Finally on 10/08 i was able to get the adjuster ****** ******* on the phone. She took our information and statement and i have not received another call/mail/email anything. She stated her insured said it did not happen. I sent pictures in. I got her on the phone again on 10/25 and she stated she was still reviewing and would call me on Monday the 28th. Today is 11/06, i have since called her three times since the last time she answered on the 25th. I have not spoken to her and i just get a vm. I just called the main line and after waiting on hold for one hour and 27 minutes, they answered and transferred me back to her vm. This claim has been open for almost 2 months with no resolution, no communication, nothing. This company does not need to be in business.

  Business response

  12/02/2024

  Please find attached our response.

• Initial Complaint

  10/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have tried multiple times and multiple different ways to contact the company about resolving the repairs to my car that was damaged by an inured of this company on 9/9, it is a month later and I have not had a single update. No answers my calls, emails of the agents supervisor is either blocked or not correct that was given to me by their customer service representative. All they do is transfer me to the agents Line that goes to voicemail, no matter the time of day, or how many times you call.

  Business response

  10/22/2024

  Please find attached our response.  

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of Loss 9-4-24- heavy rain in ************, ** (not ******* as the letter reads), Grandson driving to work was told to turn around due to high waters; he did as instructed wound up driving in to the flood water and water got into the engine, vehicle was towed. I called in the Claim because the policy is under my name and gave the Adjuster ****** ****** the information which he said he would follow up with my Grandson, turns out he never called him and I've been calling ****** ****** the adjuster frequently for a status of the claim and all I get is his recording that he works Monday to Friday 8-5 and will return my call by next day. As of today I've NOT received his call back and I've called Connect Claim 800# and have asked to speak to the supervisor ****** ***** but the call is transferred back to ****** who refuses to call me back. I've had to deal with claim in my job and never have I've heard of such lame service. I just want the car fixed..

  Business response

  10/17/2024

  Please find attached our response.  

  Customer response

  10/18/2024

  I have reviewed the business’ response and accept this resolution. 

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an accident on August ******* and the person who hit me had this insurance. I have received 1 phone call since the accident which they were very rude to me, I had to file the claim on my insurance still have yet to hear from them or any calls back. I have missed work and MY insurance stops paying for my rental car next week so I will have to miss work again and be more at an inconvenience.

  Business response

  09/26/2024

  Please find attached our response. 

  Thank you.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 3, 2024 I was involved in a multi vehicle accident on highway 114 in **********, *****. I was the last vehicle involved and Ive been trying to contact adjust by the name of ****************. I talked to her 1 time for 1:30 (one minute and 30 seconds) and she said my phone is going out as I was trying to talk to her. Ive called multiples of times and its been over a month without a response. I had no fault in this accident, its even on the police report, yet Connect MGA has refused to cooperate or help me in any way shape or form. My car was totaled I suffered significant injuries and a Connect MGA keeps dodging all of my attempts to contact someone

  Business response

  08/29/2024

  Please find attached our response.  

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was rear ended by someone with a Connect MGA policy on 11/7/2023 and Connect MGA accepted liability. After my vehicle was repaired on 2/5/2024, I requested rental reimbursement; Connect MGA sent partial rental reimbursement on 4/19/2024; the check was shorted by $618.21. Connect MGA has given me a variety of reasons they took deductions from my reimbursement:-the body shop did not provide a W9 for their files the same day it was requested -the vehicle repairs took 4 days longer than their records indicate Connect MGA slowed down the repairs of my vehicle by not paying the supplement check which extended my vehicle completion date past the estimated date. The advisor at the body shop, ***** ********, has emailed the Connect agent (5/3/2024) but Connect refuses to accept his statement and documentation of when my vehicle was completed. Connect MGA has left voicemails and sent letters stating they are unwilling to cover all of my rental car expenses during the time period my vehicle was being repaired and could not be driven. I expected to have all rental car expenses reimbursed while my vehicle was being repaired and could not be driven due to a car accident that was the fault a person with a Connect MGA Insurance policy.

  Business response

  08/06/2024

  Please find attached our response.  

  Customer response

  08/07/2024

  I am rejecting this response because:   

  Mr. Kneedler,

  Your response does not address that: Connect Insurance caused the delay to my vehicle repair time and Connect Insurance is dismissing documentation you have been provided; these issues are no excuse for Connect Insurance to short me for rental car expenses incurred while my vehicle was in the shop being repaired.  

  First, you state in your response Connect Insurance did not have a Continental Collision W9 on file in January which was needed to issue a supplement check.  I notified Connect Insurance (adjuster Chantell Clark) that my vehicle would be repaired at Continental Collision on 11/29/2023.  On 6/24/2024 Connect Insurance (supervisor Maxine Smith) notified me that Chantell did not request the Continental Collision W9 until 1/2024.  Connect Insurance had over 6 weeks (11/29/2024-mid January) to request the W9 your company knew would be required in order to issue a supplement check without causing delays, therefore the delay is completely the fault of Connect Insurance and I should be reimbursed for the rental car expenses incurred due to the delay Connect Insurance caused in my vehicle repair time.

  Secondly, Continental Collision has provided written documentation (I attached this documentation in my initial BBB complaint and have also included it in this response) stating my vehicle was not ready to be picked up until 2/5/2024.  I have attached the email from Continental Collision (adjuster Caleb Bruggman) stating, "ticket was not completed or closed until the 5th of February and that is when the vehicle was ready to be picked up."  Therefore your claim, "the vehicle was ready for pickup on 2/1/2024" is false and denied by the body shop who was repairing my vehicle.  Therefore, I should also be reimbursed for the rental car expenses incurred while my vehicle was still being repaired at the body shop (2/1/2024-2/5/2024).

  You are responsible to provide me a rental car (since your policy holder admitted fault) and my vehicle was repairable and in the shop for repairs (1/3/2024-2/5/2024); this is a 34 day period totaling $1,623.10.  Only reimbursing me for 22 days ($1,004.89) due to your company causing delays and ignoring body shop documentation is unacceptable. 

  I appreciate you mentioning my complaint to the Texas Department of Insurance in your reply.  I was advised by them to take your policy holder to small claims court (for the 12 days of rental car expenses I was shorted totaling $618.21) if you continue to deny your responsibility to reimburse what I am owed.  Customers purchasing a policy with Connect Insurance should be aware they are opening themselves up to be sued, as Connect Insurance does not fulfill their responsibilities.

  I would also like to document that on 4/29/2024, Chantell left me a recorded voicemail stating, "you were only approved for $30 for rental per day which is where the discrepancy in payment is."  I emailed Chantell informing her that in Texas, the Supreme Court ruled that drivers are entitled to a rental vehicle that's similar in size and make to the one being replaced.  After receiving my e-mail reply, Chantell changed her reasoning for partial reimbursement.

  I do expect you to follow Texas Law and fulfill your responsibility to your policy holder.  If this complaint does not result in your issuing me another check for $618.21, then the BBB should take away your BBB rating and accreditation and Costco should terminate their relationship with you as you do not follow the law or fulfill your responsibility to you customers.

   

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **Complaint Details:**I am filing a complaint against Connect Insurance due to the extremely poor handling of my claim by their adjuster, ***********. My experience has been nothing short of disrespectful and frustrating:1. **Lack of Communication:** - Arrisha Lax consistently fails to provide updates despite promising to do so. I have made numerous attempts via email and voicemail to get updates, but to no avail. - When I try to communicate, she frequently talks over me and belittles my concerns.2. **Failure to Act:** - I am currently awaiting a rental refund, which Arrisha Lax has repeatedly delayed without valid reasons. She mentioned needing her supervisor's assistance, yet has not taken any steps to resolve the issue.3. **Unprofessional Behavior:** - Her attitude towards me has been consistently dismissive and condescending. She often makes excuses for her lack of action and disregards my inquiries.**Desired Resolution:**I am seeking prompt resolution of my rental refund and a formal apology for the disrespectful treatment I have endured from Arrisha Lax. Additionally, I expect assurances that future communications regarding my claim will be handled professionally and with respect.**Conclusion:**My overall experience with Connect Insurance has been the worst I have encountered. I trust the BBB will investigate this matter thoroughly and ensure appropriate actions are taken to prevent similar incidents in the future.Thank you for your attention to this matter.Sincerely,***************************** ************

  Business response

  08/05/2024

  Please find attached our response.  

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 16 , 2024 i was Hit by a DUI who has insurance per this company. Scariest day of my life as i almost Died in conclusion of my car being total we flipped over 5 times where i fractured My leg and now have to have a procedure on my back. Due to my surprise the insurance policy this persons obtained not only was not in his name as he has history of multiple reckless driving defenses.i have been reaching out to this company since 2/18/24 in reference to my total loss claim and no one and i do Mean NO ONE has given any updates or has anyone cared to update me on my case. I can Never reach my case work have yet to have 1 conversation with them about the type of reckless drivers they choose to insure. I have Yet to speak to some one with customer service skills everyone there does not comprehend nor car to provide the appropriate service they are RUDE AND NEGLECTFUL !! Ive done all i can Ive asked to speak to managers which is always denied to me Ive asked on different occasions for my case worker to escalate in call me nothing works nothing this is a horrible insurance company and i really Hate the fact they dont take human life serious or take any fault when they are not carefully allowing policies to persons who are going to abuse the rights of driving and possibly cause death to another party its inhumane and careless on both parties the insurance and the driver!

  Business response

  05/30/2024

  Please find attached our response to the complaint.

  Customer response

  05/31/2024

  I am rejecting this response because:  there is video evidence on the tollway which shows how severe my accident was with the insured and i feel The insurance company is just as guilty as the driver for recklessly not requiring this repeat offender to obtain the highest policy for coverage the other vehicle involved did not experience any damages per the accident on the tollway hence the reason they were able to drive away from the scene and not even go to the hospital for care. Everyone was able to see the video evidence at the police station where the attorney also has video footage which would support fact that the other vehicle was not damaged as much as mines which was the initial impact of the accident where we could have been unalived. 

  Customer response

  06/04/2024

  Im needing the check sent directly to me i dont Need the insurance contradicting my payments on a car they will not fully cover! 

*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. ↩