Complaints

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The insurance company is refusing to pay. After the city has determined that the gas was contaminated that was sold to me. Resulting in required car repairs.

  

  Business response

  07/07/2023

  Thank you for bringing this complaint to our attention.  ********* takes complaints to the BBB seriously and we are committed to resolving such consumer complaints to the best of our ability. 

  Please understand that West Bends investigation into this claim is still ongoing.  It is our understanding that the complainant has submitted a claim to his own personal insurance carrier who paid the complainants damages (less the applicable deductible).  ********* has requested a fuel sample from the insureds carrier so that appropriate testing may be performed or so that test results can be reviewed.    We are awaiting that information at this time. 
  

  While we understand the complainants concerns in this matter, ********* believes it has an obligation to its own insured to perform a complete and thorough investigation.  We expect our investigation to conclude shortly and we will reach out to the complainant at that time.  
  

  Thank you for your consideration.

  Customer response

  07/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  No offer was made. The city officials have determined the gas station at fault. ****, with the insurance company has ignored all paperwork and is retaliating for me making a complaint with the city. I suggest fining the company and tracking other cases for illegal practices. I suggest opening an investigation. 
  
  Regards,
  
  *****************************

  

  Business response

  07/24/2023

  We have received the complainants reply in this matter.  ********* understands that the *************** conducted an investigation into this claimed loss.  However, West Bends independent investigation has revealed additional information which is contrary to the conclusions of the City.   As such, ********* has contacted representatives of the complainants insurance carrier and requested test results for the fuel in the complainants vehicle. 
  

  West Bends initial request for the supporting documentation was made on June 9, 2023.  West Bends claim representative has made multiple follow-up attempts.  On July 11, 2023, West Bends claim representative again followed up with the insurers representative.  On July 14, 2023, the representative advised that she submitted the request to the insurance company, but that she is still waiting for the supporting documentation.
  

  While ********* understands the complainants frustration in this matter, ********* is unable to complete its investigation until the appropriate documentation has been reviewed. West Bends claim representative will continue to move the companys investigation forward and we are hopeful that the investigation will conclude shortly. 
  

  Thank you.  

  Customer response

  07/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The attached paperwork is proof. Gas station hired another company to come remove water from its gas tanks. The report from the gas station also shows the water alarm underground informing the gas station of contamination. The insurance should be fined and shut down for ignoring facts and lying. The gas station has reported from theyre own hired professionals. The insurance company is unethically working this case and in a crime against the community. Please fine the insurance company and force them to close. Also investigate theyre other cases to see what other unethical practices they are doing.
  
  Regards,
  
  *****************************

  

  Business response

  08/02/2023

  ********* has now completed its investigation in this matter.   As part of its investigation,West Bends claim adjuster contacted the third-party company which performed maintenance on the tanks on 3/7/23.  That representative confirmed that West Bends insured contacted them due to the complainants claim of receiving bad gasoline. The company was also asked to perform routine preventative maintenance while on site. 
  

  According to the maintenance companys representative, no high water was identified in the stations tanks during their inspection on 3/7/23.  In addition to inspecting the tanks for high water, the company also utilized a pump outlet to pump ground water from the area in order to lower the surrounding water table.  According to the representative, this is also normal and part of preventative maintenance. The total amount of water pumped from the area (not the tanks) is reflected on the invoice. 
  

  To date, ********* has not been able to verify, either through testing or photographic evidence, whether any water was present in the complainants vehicle or in what quantity. The third-party company which performed the maintenance also advised ********* that no high water was identified in the tanks during their inspection.  In addition, ********* has not received any claim from any other customer for damage resulting from bad gasoline which would be expected if high water was present in the tanks. 
  

  Although ********* recognizes that the complainant is upset in this matter, the company has respectfully denied this claim.  
  

  Thank you.  

  Customer response

  08/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   

  I have attached an email from the people who performed the test on that date. The specifically say what is in the gas. This proves that the insurance company in lying! The insurance company should be investigated, fined, and shut down.
  
  Regards,
  
  *****************************

  

  Business response

  08/15/2023

  Unfortunately, it appears that ********* is unable to provide an explanation that is satisfactory to the complainant.  Please understand that ********* denied this claim based primarily upon its interview with the independent maintenance company that physically inspected the subject tanks on 3/7/23.  That representative advised ********* that a small amount of water was identified in the tank, but that amount was normal and would not have altered the formula of the gas.  Although the complainant provided an email from the repair facility, no testing results or photo documentation of contaminated gasoline was provided to ********************* Bend respectfully maintains its denial in this matter.

  Customer response

  08/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have attached proof the city inspector view the facility water alarm and it showed high amounts of water. The inspection also shows the company named in the paperwork came to remove water from the gas station tanks. I suggest the insurance company be shut down for unethical practice and be fines. I suggest an investigation be opened.
  
  Regards,
  
  *****************************

• Initial Complaint

  03/08/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Filed a claim in March of 2022 after major storm had caused some damage to my home. Due to the size of the storm many homes were affected and delayed the repair/replacement of damaged things. We were able to get the roof, gutters, downspouts, and skylights replaced timely. The garage doors had a much longer window of waiting (2/2023). While waiting I was instructed to get quotes for garage doors and submit them to my agent. I was also instructed to pay for them and the insurance company would reimburse me what I paid less the deductible upon producing a completion of work invoice. Upon providing that to the company I was expecting to receive full compensation for the doors less the deductible. Initially the company agreed to only pay $2,029 for the doors in my initial claim. My quote from the garage door company came in at $6,720. I submitted this my agent and he approved it. Fast forward and the amount of the compensation was only going to be $2,676 from insurance. The rest of the claim aside had been taken care of for MONTHS and the only outstanding thing was the doors. The math: I spent $6,720, the claim had $2,029 listed initially for the doors and if they pay me only $2,676 that total is $4,705. This leaves me having spent $2,015. My only out of pocket was to be the deductible of $1,000. My agent is using numbers from quotes and appears to not see the math I see and is not acknowledging the error.My goal is to pay the deductible as I completely understand that as an expectation of all insurances. My agent hasn't gone back for a deeper look at the invoices, but I did, and I would like proper research and proper payment for what I thought was an easy "you pay first we'll pay you back" situation. Right now I feel like since I already paid for it my agent need only show me a bunch of numbers and say "don't you see?" When they haven't acknowledged any of my research or concern. Claim #AP17260

  

  Business response

  03/14/2023

  Thank you for bringing this complaint to our attention. Upon receipt of the complaint, ********* thoroughly reviewed the claim file in its entirety.  During our review,the company discovered that an invoice for repairs to the insureds damaged skylights had not been submitted to ********* and was therefore omitted from the overall settlement amount.  We believe this accounts for the difference between the insureds and West Bends calculations.
  
  ********* has now issued payment to the insured for this repair, and we are confident that this claim has now been resolved to the insureds satisfaction. 
  
  ********* regrets any confusion in this matter and the company appreciates the insureds ongoing communication and cooperation toward resolution of this claim. 

  Customer response

  03/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 8th my car was declared totaled by the insurance. I was told they would pay for my rental car for one week after my total, so my rental would end on November 15th. I tried calling to finalize my settlement on 11/9, 11/10, and 11/11, with no answer, or no returned phone call. This slowed down the process of me getting my insurance money to get a new car, and look up the rental car time. I finally got a hold of someone on 11/14 and finalized the settlement. I asked for extension on the rental car since it was out of my control that no one was able to help my, but I was denied. I was left without a car, and paying out of pocket for a new one.

  

  Business response

  11/22/2022

  Thank you for bringing this complaint to our attention.  ********* takes complaints to the BBB seriously and we are committed to resolving such consumer complaints to the best of our ability. 
  
  As background in this matter, ********* insured the vehicle of the complainant.  On 10/27/22, the complainant was involved in a motor vehicle accident in which the vehicle was ultimately determined to be a total loss. 
  
  West Bends insurance policy provides rental coverage when a vehicle is damaged beyond repair.  The rental coverage provided by ********* is not unlimited, but rather covers rental costs for a reasonable amount of time for the insured to replace the vehicle. In this case, West Bend authorized rental coverage through 11/15/22. 
  
  After receiving this complaint, ********* has reached out to the complainant, although a representative has not yet been able to speak with the individual.  ********* will continue to work toward a mutually agreeable resolution to this complaint. 
  
  Thank you for your consideration. 

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had a terrible experience dealing with ********* Mutual Insurance. I was in a car accident 3 weeks ago on October 5th 2022 where another car ran a red light and totaled my car. They cover the other driver, who claimed I ran the red light. They have been impossible to contact. I have witnesses, I called the cops, I filed a police report and somehow they have "not determined the liability" after THREE WEEKS. They have already spoken with all of the witnesses and to my knowledge the other driver does not have any witnesses. *********************** is the agent responsible for claim AP81086 and she has never answered my calls and takes weeks to answer my emails. I am sick of dealing with this. Someone ran a red and totaled my car. I shouldn't have to fight to get things taken care of when all of the facts and witnesses clearly point in my direction.

  

  Business response

  11/04/2022

  Good morning, 

  Please find our response attached.

  Thank you, 

  Tanja

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Approximately 10:50am on 3/22/22 I had a flat tire on I-80/94 eastbound near the *********** south exit. I called my insurance roadside service and was told Lone Star Roadside Crown Point would be coming out to service my car. Given Service Order #*********. Service Tech came out, changed tire but used the wrong lugs which caused $948.37 damage. This amount included $129.10 for the purchase of a new tire. As I took off in my car it was hard to accelerate, and the instrument panel showed ABS, ESP, and BAS malfunctioning with advice to go to mechanic. I proceeded to exit the expressway to a safe spot. Called my insurance roadside service again and was sent a tow truck. Reference #********. The tow truck driver noticed immediately that the wrong lugs were used. I was taken to ********* located ***********************************************************************. I called my insurance to report the damage to my car after checking in at which time I was told that my insurance company contracted out to ****** -Crown Point for service and that I should call Lone ********************* to report the incident. I was given the number ************. I called said number was unable to make contact as message box was full. I believe that West Bend Mutual should have taken control of the matter once I reported the damage rather than having me reach out to someone that they themselves contracted out to do the work. I do have pictures, receipts, letter to provide to you but they are on my cell phone, and I do not know how to upload them to this document.

  

  Business response

  08/10/2022

  Good morning, 

  Please find our response attached.

  Thank you, 

  Tanja

   

  Customer response

  08/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please see attached letter
  Regards,
  
  *************************

  

  Business response

  08/19/2022

  Good morning, 

  Please find our response attached.

  Thank you, 

  Tanja

  Customer response

  08/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.] I do not accept response given by West Bend Mutual Insurance Company and will proceed with court actions. Thank you.
  
  Regards,
  
  *************************

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  December 1 - Traded in 2013 **** F150 and purchased a 2018 **** F150 January 14 - Noticed something hit the top of my truck causing a dent, called West Bend agent to report a claim. They told me the policy was still under my old truck but filed the claim and told me to call my agent to update my policy. January 14 - called the agent and explained the situation. They cancelled my current policy going back to December 1 and issued an updated policy with my new truck starting January 14th instead of December 1 (purchase date).Claim was denied because I failed to inform West Bend of the vehicle change within their "30 day" period. Claims adjuster is refusing to work with me to verify the truck was indeed covered but only says I missed the "30 day" period to report the change in vehicle.I pay my insurance semi annually - the attached document shows the Agreement to provided accidental physical damage insurance with current insurance information and policy number signed when I purchased the truck from the dealer.

  

  Business response

  03/21/2022

  Hello - 

  Please find our response attached. 

  Thank you, 

  Tanja

  Customer response

  03/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  My claim was denied on the basis that I did not notify WBMI of the change of vehicle within 30 days of purchase.  However, based on the attached, sent to me by WBMI - it also stipulates (page 4, section 2 a), If a "newly acquired auto" replaces a vehicle shown in the Declarations, coverage is provided for this vehicle without your having to ask us to insure it".

   

  My "newly acquired auto" did replace the vehicle shown in the Declaration - therefore, should be covered as well as insured without me having notified WBMI.

  
  Regards,
  
  *********************

  

  Business response

  03/30/2022

  Good afternoon,

  Please find attached our response to BBB Complaint 16897981.
  

  Thank you,
  

  Tanja

*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. ↩