Big Savings Insurance Agency, Inc.

In regards to the complaint filed by MrHaque: On 5/22/he went into our office to add a vehicle to his policy and was informed that we charge a $processing fee for that serviceHe told the customer service rep that he never pays, and would call the insurance carrier directly
He was informed by the customer service person that some companies do not do the changes and would refer him back to us to handle the change. He called the company (*** ***) and was told that he would have to contact us (the Broker) to handle this change. He got upset and left the office. He then called our customer Service department that same day and spoke with *** (new customer service rep) and wanted to do the same change with herShe informed him of the same information the office told him…that there was a $charge to add this vehicle to his policy He became very upset and wanted her to transfer him to his company. Call was transferred. The same day the customer Mr*** called our customer service department and spoke with *** againHe requested for her to add vehicle and delete vehicle from his policy She let him know again that we charge a $processing fee for that service and can charge his credit card He let her know that he did not have a credit card. He tried to give her is bank info however we are not set up to handle that type of transaction. She let him know that. He became very upset and rude. He wanted us to just bill him. We normally do not do this, and *** being new was unaware that with approval from accounting manager we could have billed him and let him mail us a check. Again on 5/22/he called and spoke with another customer service person (***) and she called Manager and we approved for the fee to be waived this one time due to all the confusion for our customer The vehicle was added to his policy with liability coverage onlyWe also tried to explain to him that we cannot cover the vehicle for him if he was using it as a *** vehicle. That requires a different type of insurance coverage He understood and proceeded with the endorsement. As for him saying that he never pays …… Our records do not show that he has done any changes to his policy Thank you, ***HumanResources

Review: I was told that my new car was not covered under my current policy and was given a new insurer with a 173.00 broker fee. I later found I was covered.

On the day of 10-05-12, friday, at 4:45 p.m. I contacted my agent, Big Savings Insurance to inform them that I had a new car and was told to come into the office immediately, that my insurance through Carnegie insurance, policy #AF XXXXXXXXX did not cover my 2008 Honda Civic Dx, license plate [redacted] While in the office I was informed by customer service agent,[redacted], that I could get better coverage at a cheaper rate through Commerce West, policy #XXXXXXX. I agreed and signed the contract. After leaving I came to find a 173.00 Broker Fee stating I was "new Buisness". That following monday I went and explained to the agent,Lydia, what had transpired and that I had been a customer with them for over eight years and I wasn't new buisness. I also explained that I had contacted Carnegie who informed me that I was covered for thirty days and that I had been lied to and charged a 173.00 Broker Fee that should've been a 40.00 transfer fee from my old car to my current car. I also explained that with the broker fee and monthly fee I was paying more for my insurance than I had prior to this happening. She explained how inapropriate this was. She said someone would contact me immediately to resolve and delete the Broker fee. For the last five months I have gone in and called the main office located in sacramento and the yuba city branch no less than twice a week. The one and only response I have gotten is from a collection agent named [redacted] with MCC collections for a Broker fee of 173.00. Desired Settlement: Broker fee disolved, collection department notified, and my name deleted from their call list.

Business

Response:

Business' Initial Response

She asked the agent to shop around for a cheaper policy because adding the new vehicle made the premium go up. So, on 10/08/12 she got insurance from us for a new company and promised to pay the broker fee and never came back to pay. She stills owed 172.45 that was due by 10/20/12. She never paid, so subsequent invoices were sent.A final invoice was sent on 11/19/12, at that time we had not choice but to turn her over to collections when this didn't get paid.

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

Your response is completely false and what I stated prior is exactly what transpired. I was hoping that in filing this complaint someone of authority might take the time to look into the way,you,as a company, handled my problem. Paying the broker fee is not the issue. The issue is that I was told that I was not covered under my policy and mislead to sign a new contract. Not to mention, not one of my phone calls or walk in visits regarding this manner were ever addressed. The fact that you are flat out lying to the Revdex.com is another example of your inappropriate lack of concern for the customer, who is, by the way, the reason you are in business.