Complaints

• Initial Complaint

  04/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was rear ended by a Connect MGA insured driver on 2/7/24. I filed a claim and spoke with a representative, ***********************, in February. She was getting the statement from the insured and suppose to get back with me for adjustment. I received a letter in March stating they hadnt heard from me. I started trying to contact her and would always receive her voicemail with no return call. I called the main line 4 times and asked to speak to her supervisor to get my car adjustment scheduled. Each time after being on hold for over 30 minutes I would be transferred to her voicemail with none of my calls returned. I am seeking an estimate and payment on my car to resolve this claim.

  Business response

  05/13/2024

  Please find attached our response.  

  Customer response

  05/17/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was rear ended by a Connect MGA LLC policy holder on 3/1/2024. I started trying to contact this insurance company that day with no response. Only did they finally call me on 3/6/24 after my own insurance company reached out. They took my statement and asked me to send pictures of my damage which I did. I also sent pics of the policy holders ID and ********************** card which I took pictures of at the scene. Since then I have not heard back from them. I have called my adjuster multiple times and left voicemails with no response. After a few weeks on 3/27 I started calling the main number to speak with someone else since my adjuster would not answer my call. The person said they would put a note for adjuster to call. Again I waited we are now at 4/10. I have called the main number 3 times just today and each time I let the person know it's been over a month my adjuster will not return my calls, can I please speak with someone who knows something. I asked them to please not transfer me to my adjuster since she doesn't answer and everytime they still transfer me to her and everytime she does not answer. They keep saying they will see if a supervisor will help but never try and get me one they only transfer me to the same adjuster I have been calling for a months voice mail.

  Business response

  04/24/2024

  Please find attached our response to the complaint.  

  Customer response

  04/24/2024

  I am rejecting this response because:  When the insurance actually did call me the day after reporting to BBB they stated they did not have a phone number for the insured person to be able to contact. How can someone purchase a insurance policy have the policy since 2019 and never have to give a phone number. Anyone seaking insurance coverage is asked to provide a phone number. It is obvious they are not trying to contact the driver so they don't have to to pay. 

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was hit from behind by a driver insured with this company on February 14. It is now March 11. Yes I am trying to find out if theres somebody I can talk to about getting my car fixed or whatever its been going on for a month now and I get put on hold for 2030 minutes at a time and then I just shift my call to my agent and it goes to his voicemail and I leave voicemails and I get no phone calls back. Im walking to work they wont rip my car they wont they took my car. They have possession of my car, but they wont do nothing for me.

  Business response

  03/25/2024

  Please find attached our response.  

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/24 /23 my parked car was hit by a driver covered by Connect MGA LLC. I called and filed a claim and didn't receive the estimate to have my car fixed until 12/8/23. The communication has been horrible. I dropped my car off to be fixed on 12/8/2023. I picked my rental up on the same date . My car was finished on 1/18/2024. I sent the rental receipt to the adjuster for the amount of $1389.00on 12/8/23 to 1/18/24 with no response. I then called and left a message and call was later returned. I was told that the amount wasn't approved due to exceeding the amount of days of having the rental. I don't believe it's fair for me to have to pay out of pocket for a rental when I was not at fault it was their insured who hit my parked car. I advised the adjuster that I was told there was a supplement and that this was the hold up on the car being finished on time. The adjuster advised she will send it back over for the check to be issued. Again, with no communication I was sent a check of $896.91 for 22 days rental reimbursement.Me, nor the body shop, can control how long it takes to receive parts. The reason my car was even damaged was due to the negligence of Connect's insured driver. I hate to have never have an at-fault wreck but have to face consequences with people who have poor unknown insurance companies. I would like to be reimbursed for the remainder of my rental reimbursement. I would even be okay with them leaving off the one day that I couldn't get the car back in time.Claim #CCB01305815

  Business response

  03/01/2024

  Please see the attached response.  

• Initial Complaint

  01/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was hit by a connect mga driver and I have had the upmost disrespect from two of the employees there ******************************* she is a very disrespectful lady. From the beginning of this situation ******************************* and Her Supervisor have had undeniable disrespect to the point where I have had to cuss them out these two individuals needs some type of suspension based on their customer service skills I have tried to reason with these people but they are very hard to deal with and I have witnesses to prove this.

  Customer response

  01/22/2024

  The representatives here are very rude and disrespectful and then because I have a lawyer they dont want to speak with me regarding the loss of use claim I have never been treated like this before I even talked to the president of company. Still their attitudes are disrespectful this is crazy

  Business response

  01/25/2024

  Please find attached our response.  

  Customer response

  01/28/2024

  I am rejecting this response because:   All you did was send a letter stating you I was represented by a lawyer I have recieved Loss of use payment and prior to me using profanity your reps were very rude and disrespectful. They need a customer service class and they also need to apaologize for the blatant disrespect for every action there is a reaction I tried to reason with them on several occasions before profanity was used and she hung up in my face several times over talked me wouldnt let me speak etc all this was prior to the profanity being used so you sending a letter is not rectifying the situation I want results I want loss of use for the month I was without a vehicle I have apologize for my profanity but your reps have not apologized for the disrespect. Im sure she can verify I did apologize.

• Initial Complaint

  12/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Worst experience when you call the ************** service. All I need is my online account unlocked. They are the worst to answer phone call. If you call the toll free **************. for me three times they will either tell you to call back in 1 hour, ****** on you, or answer the phone but not say anything but keep typing on the keyboard. This call center is a disgrace, I wonder how they even stay in business. My account is locked, when trying to login online. The worst customer service I have eve had to deal with.

  Business response

  01/03/2024

  Please see attached response.

   

  Regards,

   

  ***************************

  Customer response

  01/03/2024

  I am rejecting this response because:   You still use bait and switch tactics, double my insurance rate. You have horrible customer service. Do you always increase rates to your clients with auto pay? or is it just me.

  Business response

  01/11/2024

  See attached response

• Initial Complaint

  11/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 8/22/23 my parked car was hit by a driver covered by Connect MGA LLC. I called and filed a claim and didn't receive the estimate to have my car fixed until 10/3/2023. The communication has been horrible. I dropped my car off to be fixed on 10/5/2023. I picked my rental up on 10/10/2023. My car was finished on 10/25/2023. I wasn't able to take the rental back due to me not being able to get to ***** by the time of them closing. I dropped the rental back off on 10/26/23, a day after. I sent the rental receipt to the adjuster for the amount of $597.09 on 10/26/23, 10/27/23, and 11/2/23 with no response. I then called and left a message and call was later returned. I was told that the amount wasn't approved due to exceeding the amount of days of having the rental. I don't believe it's fair for me to have to pay out of pocket for a rental when I was not at fault it was their insured who hit my parked car. I advised the adjuster that I was told there was a supplement and that this was the hold up on the car being finished on time. The adjuster advised she will send it back over for the check to be issued. Again, with no communication I was sent a check of $263.91 for 8 days rental reimbursement.Me, nor the body shop, can control how long it takes to receive parts. The reason my car was even damaged was due to the negligence of Connect's insured driver. I hate to have never have an at-fault wreck but have to face consequences with people who have poor unknown insurance companies. I would like to be reimbursed for the remainder of my rental reimbursement. I would even be okay with them leaving off the one day that I couldn't get the car back in time.Claim #CCB01270970-001-001

  Business response

  12/08/2023

  I have attached our response.  

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was rear ended on 8/29/23 by a person insured by Connect MGA LLC. I received partial payment around 9/25/23. Car was dropped off at repair shop on 10/19/23. On 11/10/23, repair shop indicated they had reached out to insurance company for supplemental funding but had not heard back in a week. I called Connect 11/13/23 at 10:45. ***** stated the repair shop needs the original estimate to which I responded I never received. She stated it was emailed 9/20/23 but I have no confirmation of receipt. She stated she would email the estimate document to my email address and my husbands email address but we never received. We checked both inboxes and spam boxes. We both have received other emails all day so the issue appears to be on the insurance companys end. ***** stated there was nothing else she could do. I called the repair shop and got their email address in the hopes Connect would email them the estimate. CARSTAR, the repair shop states they need an additional $815.00 to make repairs. Connect states they cant pay a supplemental check until the repair shop provides the original estimate with the supplement. I called Connect back at 2pm 11/13/23 and asked if they could send me the estimate via email again and ***** said No. I asked for the corporate number and she was not able to provide. I asked for a manager and she sent me to my claims adjuster voice mail.

  Business response

  11/27/2023

  Please find attached our response to ID # ********.

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife filed a insurance claim with them because we were in a wreck. The wreck was my fault. I'd told the lady I got in the accident with after checking on her that I was sorry I was dashing and was heading to chik Fila. After the adjuster called me once to find out details on the wreck. She called again and asked about me door dashing I told her I was going to chip Fila and she kept going and kept going until I would say I was going to chip Fila for a door dash which would make it going for business. You can see from my own activity log I told her I'd done a dash and left a trailer park and was heading to chip Fila and shed wanted me to say that I was working a delivery because then they don't have to pay. They also never answer when you call them. Called repeatedly to get in touch with them. Between me and my wife we called ten or 12 times. When they called door dash all door dash said was I was active well here's the one dash I had thank yall for horrible customer service. They also talk very unprofessionally.unprofessional. even doordash site states its my insurance responsibility unless I had order merchant to customer not that I was just active you can be active for hours and not do a thing. If that's the case then everyone who drives for a business or anything even if your going home and done if you get in a accident it's still for work than huh. Connect mga is gonna make you say stuff and do anything to keep from paying or caring about their customers.

  Business response

  10/30/2023

  Please see attached response.

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A driver insured by Connect MGA, LLC hit and damaged a customer's Lexus IS350. Connect MGA, LLC has acknowledged their driver was at fault and concluded that the inner tire rod, outer tie rod, ball joint, steering knuckle, upper control arm, lower control arm, wheel hub, TPMS sensors, and front and rear wheels need to be replaced. With all of the suspension needing repair, they do not think it is reasonable to pay for an alignment, as it is not on the estimate and the appraiser will not answer the phone after multiple voicemails to explain why it is not approved. Phillip ***** & Sam ******* have concluded that the total supplement for the replacement parts will be $350.44. The total amount of time to complete this repair will take 4 hours and will cost $566.50. They have refused to negotiate in good faith and ignored all pertinent information relevant to this repair. Examples include - The labor time for the repair according to the MOTOR labor guide, even though the estimate states - 'Estimate based on MOTOR CRASH ESTIMATING GUIDE'. As well as refusing to accept the local average labor rate for an ASE-certified mechanic shop.

  Business response

  03/28/2023

  We acknowledge receipt of the complaint filed with the Better Business Bureau on behalf of *** ***** **** o/b/o
  ******* ******.
  Thank you for the opportunity to review this claim. This claim was first reported to us on 1/14/2023 by *******
  ******. We began an investigation into the claim the same day. After confirming coverage, an appraisal was ordered
  for the damage to Mr. ******’s vehicle on 1/19/2023. On 2/8/2023, we were able to contact our insured and verify
  liability. The initial appraisal for damages totaled $1,560.60 and a check and the estimate were mailed to Mr.
  ****** on 2/15/2023. We received an email from *** ***** **** on 2/17/2023 with additional damages listed. A
  supplement was requested and reviewed by Sam *******, our Material Damage Supervisor, when received. That
  supplement in the amount of $880.85 was reviewed in our office and we agreed that the suspension items could
  be replaced with industry standard LKQ parts as the vehicle in question had 150,218 miles on it. We also
  established that the current market rate for mechanical labor was $145.00. A supplement check was sent to
  ******* ****** on 3/8/2023.
  Should there be a supplement for any additional hidden damage, we have asked that *** ***** **** contact our
  appraiser to approve any additional hidden damage. Should you have any further questions regarding this claim,
  please feel free to contact our office.
  

  Business response

  04/21/2023

  Connect MGA, LLC
  **** *** ******, ****** ** **********
  ************ ~ FAX ************
  
  April 21, 2023
  
  
  BBB Serving North Central Texas
  Dispute Resolution Department                            
  1601 Elm Street, Suite 1600
  Dallas, TX   75201
  
  
  
              Re: Our Claim:              *********************          
              Loss Date:                     1/13/2023
              Case #:                         ********
               Company:                     *** ******** ****** ****** Insurance Co.
              Subject:                         *** ***** **** o/b/o ******* ******
  
  
  This is a follow up to our original response of 3/27/2023 regarding *** ***** **** o/b/o ******* ******. 
  
  We received a supplement for additional damage and a rate change request.  After our Material Damage Supervisor reviewed the supplement and discussed the rate change, it was agreed with Jon ******* at *** ***** **** that the final amount due was $1,561.49 and a final check was sent to *** ***** **** on 4/19/2023. 
  
  This claim is now resolved.  Should you have any further questions regarding this claim, please feel free to contact our office.
  
  Sincerely,
  
  ****** ** ********
  
  ****** ** ********
  Vice President of Claims
  ******* ********* Claims Department
  ************ (direct)

  Customer response

  04/24/2023

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

*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. ↩