ComplaintsforCountry Financial

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Initial Complaint
06/10/2022
Complaint Type:
Billing 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.
******* ********* of Decatur IL, WAS my ins company for a little over a year! I have made EVERY PAYMENT!!! ON TIME!!! For OVER A YEAR!!! They had the WRONG ADDRESS insured TWICE in that ONE YEAR period!!!! Meanwhile they would send a STEADY STREAM of NONSENSE E-Mails concering COVID 19, Helping them find employees, caring about the community, and TONS of other Gobblety Goop that means ABSOLUTELY NOTHING TO ME!!!!!! I told them NUMEROUS TIMES to STOP e-mailing me unless it had to do with BILL PAY!!!!! Me - BILL PAY ONLY was my ONLY INTEREST!!! I Unsubscribed I don't know how many times!!! Anyway Approximately May 15th 2022 or maybe the next week after that i got a letter in the mail from my MORTGAGE COMPANY saying that I had NO Home owners Ins!!!! It continued to tell me that they would be FORCING me to purchase their Ins of their choosing!!! I called and left 3 FURIOUS messages with ******* *********!!!!! Christine called the very next day and proceeded to VERY HATEFULLY tell me she didn't deserve to be talked to that way and that I should find someone else!!!! I did EXACTLY THAT!!!! I called during business hours Approx. Mid Day on May 31st on a voicemail because they REFUSED to answer my call!!!! These people are EXTREMELY UNPROFESSIONAL, UNORGANIZED, RUDE, UNCARING, INCOMPETENT, and Possibly USING DOPE and/or BOOZE!!!!! Tim Young Almost Never would even take my call!!!! And he is in charge of that particular branch, possibly owner? I have NO IDEA and Honestly DON'T CARE!!!!! Now they're CLAIMING I owe them $16.13 by no later than June 13, 2022 and are threatening to turn it in to collections!!!! I owe them NOTHING!!!! If ANYTHING, THEY OWE ME for all the UNPROFESSIONAL, UNORGANIZED, RUDE, UNCARING, INCOMPETENT e-mails, WRONG PROPERTY Ins, mail, and phone communication!!! I am DISABLED and BARELY GETTING BYE, and have MORE THAN ENOUGH PROBLEMS without this NEW ONE!!!!
Business response
06/13/2022
We have contacted Mr. ***** in regards to his concerns.
Customer response
06/13/2022
I am rejecting this response because:
Country financial has caused me NOTHING BUT HEADACHES!!!!!!!!
Initial Complaint
06/03/2022
Complaint Type:
Customer Service 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.
The adjuster has put company profits over my well being the entire time. I reported the fire while fire trucks were still in my yard. 4 days later the adjuster contacted me (this is the first I’ve heard from the insurance company). He told me to contact Servpro. fire department had to use force entry to get into my home. Fire department emptied 2 tankers into my home. Water was literally dripping through the second floor. Holes in my ceiling. Adjuster has told me that he is leaving Sheetrock that soaked because it’s better now than originally because it’s harder. All the power has been turned off from my home for over a month now as well as water. This is a 3300 sqft home on 60 acres. Adjuster told me to find a home to rent because I would be displaced 10-12 months, sign a lease, bring it to him, & he would give me a check to cover lease. I found a home that was about the size of mine with a building that would hold my tractors, & ATVs. It had dog kennels for my hunting dogs with concrete flooring. It sits on 10 acres. Landlord takes care of all utilities, provides all appliances, furniture, toiletries, & has someone who comes by once a week who cleans home & does dry cleaning. I signed 1 year lease, landlord signed it, 2 witnesses signed it. I take lease to adjuster and he says okay. He later sends me correspondence saying he will not pay me the full amount of my loss use (ALE) because that home is renting for more than the avg home in my area. I’ve asked him to show me where it states in my policy that I have to rent a home for the normal rent in my area. I have received no documentation stating that. I’ve asked for his supervisor’s name and contact info and he will not respond. We had a meeting before this instance. Contractor said house needs to be empty so he can give an estimate. I stated I already hired & they are removing contents & throwing them away no objection from adjuster until hours later & movers had already removed most contents & trashed them.
Business response
06/07/2022
We have been in contact with Mr. ***** regarding this, and will have a claims supervisor reach out now.
Initial Complaint
06/03/2022
Complaint Type:
Customer Service 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 a long standing customer of Country Financial. Several months ago I moved and sent notification to Country Financial of a change of address. However, I did not receive any billing invoices. I was notified by my mortgage company that Country Financial had cancelled my commercial insurance policy. Upon contacting the company I was informed that my agent had retired and moved out of state. A new agent had not been assigned to service my account. At this point I called the local office and was assigned an agent who collected $350.00 to reinstate the policy. After two weeks of not receiving a declaration or any updates, I called and was told underwriting was not going to reinstate unless I added my personnel home and auto to my business insurance policy. I did not agree to this and made several call requesting a refund of the money collected for a policy they would not reinstate. To date I have not received a return call, written communication, or a REFUND. I paid this premium to the agent because the agent to told me this was needed to reinstate my policy. I am requesting a full refund of $350.00. This is a very unprofessional company with unethical and fraudulent business practices.
Business response
06/06/2022
**** ** **** ****** ******** ****** **** * ********** ******* ** ***** *** ** ******* ********
To Whom It May Concern:
Thank you for your Complaint Date notification in the matter of case number ********. Please be advised we are working directly with the complainant to address their concerns.
********** ********* ****** ********* ****** ********* ************ ************************************* ******* ********** ************ **
Initial Complaint
05/24/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I signed up for insurance through Country Financial and added their Driver IQ app to my policy that I had to pay for but gave me an overall price reduction. I paid up front on 4/1/22 for a little over $402. They sent me a link for an Apple device and I had to find the app in the Android store for my phone. I downloaded what I thought was the correct app until I talked to my agent a little over half a month later after I got a text saying that I needed to download the app or I would be dropped. I got enrolled in the app and started using it and was dropped a few days later. To re-enroll in the program they are wanting to charge me another $37 which I already initially paid on the first.
Business response
05/25/2022
*** *** **** *** ******* ********** ********** **** * ********** ****** ******* ** ***** *** ** ******* ********
To Whom It May Concern:

Thank you for your May 25, 2022 notification in the matter of case number ********. Please be advised we are working directly with the complainant to address their concerns.

********** ******* ********** ************ ** **** ***** ********* ****** *********
Customer response
05/26/2022
They are not working directly with me and I have only had contact with my agent who has said that there is nothing Country Financial can do. If I want back in the Driver IQ program I have to pay again to be in it but I have already paid once. I have never received any kind of reimbursement for being dropped from the Driver IQ program and to pay them again or absurd. If they were doing everything they can they would care more about receiving $400 every 6 months instead of fighting so hard to get another $37 from their client. If that $37 means so much to them then I mean nothing to them as a client and I am sorry I switched from State Farm for this crappy mess of a company that only cares about money.
Business response
05/31/2022
*** *** **** *** ******* ********** ********** **** * ********** ****** ******* ** ***** *** ** ******* ******** ** **** ** *** ********

Thank you for your May 26, 2022 notification in the matter of case number ********* Please be advised we've reached out to the complainant again to address their concerns.

********** ******* ********** ************ ** **** ***** ********* ****** *********
Customer response
06/01/2022
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. My local agent ** ******* and owner Mrs ***** have been amazing with trying to get this matter resolved. We are waiting to hear back from Driver Iq as of now.
Initial Complaint
05/18/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Rented a house and Country Financial provided rental insurance. Bought a House in December 2021 and cancelled rental insurance and bought home buyer insurance through same company. They continually charged me Rental insurance on the property in which I am no longer associated with for ($10.43 per month). Every month I would call and try to get it cancelled and was told it was and then the next month charged again. I was told that I would be reimbursed for it back to December when it was originally cancelled. I finally gave up and switched insurance companies in May 2022 and Country Financial is attempting to still charge me for rental insurance which is unfortunately set up on auto pay! Now they tell me they can only reimburse back 14 days and my rep is the only one that can cancel it which he rarely gets in touch with me (left text messages, phone messages, etc). I would like my 50+ dollars back when it should have been originally cancelled. Also the person I talked to that told me to contact my rep was very rude and hung up on me
Business response
05/23/2022
Thank you for bringing this to our attention. We will be in contact and attempt to resolve this matter.
Customer response
05/23/2022
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.
Initial Complaint
03/31/2022
Complaint Type:
Customer Service 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 am a claimant with CF after their client backed into my car. The company has been extremely unhelpful and has deliberately caused delays to prevent me from getting safe and effective repairs for my vehicle. Their client accepted full liability but the insurance has accused the body shop of surcharging and has accused me to delaying the repairs. They also threatened to revoke the rental car that they have provided during this process. My car has been in the body shop for 3 weeks. They have ignored emails from myself and the body shop to delay my repairs, and as of 3/31 they advised me to contact my insurance provider so they could "come back after" them in court. ********* ****** *** ** ****** ***, he was unhelpful and and rude through the entire process. The treatment and service I was provided was unacceptable. The police report clearly shows that their client was at fault, as I was not in the vehicle at the time of the incident. I want country financial to pay for the full cost of my repairs, as well as paying for my rental through the process.
Business response
04/11/2022
***** *** **** *** ******* ********** ********** **** * ********** *** ****** ** ***** *** ** ******* ********
To Whom It May Concern:
Thank you for your Complaint Date notification in the matter of case number ********. Please be advised we are working directly with the complainant to address their concerns.
Sincerely,
******* ********** ************ ** ********* ****** ********* ****** *********
Customer response
04/11/2022
I am rejecting this response because:

The company has not reached out to me, nor have they made any attempt to rectify the situation.
Initial Complaint
02/13/2022
Complaint Type:
Customer Service 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.
We’ve had insurance through this company for home and auto. We bought a truck and tried to get full coverage. They said they didn’t have an agent where we were to come take pictures before they accepted full coverage. So we wen back to Wisconsin and asked for them to come take pictures before we had to leave Wisconsin and my agent said she was out of town (no other agents were even offered this time). Now my truck was stolen and they won’t do anything because they never let us get full coverage! Even if we find the truck they won’t cover any damage.
Business response
02/15/2022
Thank you for making us aware of this matter, we will reach out to this complainant to discuss this.
Customer response
02/16/2022
I am rejecting this response because:

They emailed me saying they will not resolve the issue
Business response
02/16/2022
We have reviewed this matter with agency and Underwriting and stand by our previous coverage decision.
Customer response
02/16/2022
I am rejecting this response because:

They are refusing to rectify the situation
Initial Complaint
01/24/2022
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.
Country financial has put my insurance in my dads name and I’ve worked for a year to get it switched. I was told it was corrected, however when I called to get my declaration page I wasn’t able to since it was still in my dads name. I canceled the insurance and when my reimbursed check came it again was in my dads name. I called and told them and the said they’d reissue the check in my name. It has been over a month and I still haven’t got the reimbursement check of 600$ and I’ve reached out once a week and all they tell me is when they have an update they’ll let me know.
Business response
01/31/2022
Thank you for your January 24, 2022 notification in the matter of case number ********. Please be advised we are working directly with the complainant to address their concerns.
Customer response
01/31/2022
I am rejecting this response because: they aren't working with me at all. i asked 4 times over a year to get a policy that should have always been in my name into my name. they never did that, they also tell me that to get the refund check into my name they would have to go back a year and re-write the policy and that i would be responsible if the policy was to cost more. this was the agents mistake (******** ******) and they should be on the hook for there mistake not me. I contacted the reginal manager (**** *****) and he just blew me off as well. this is absolutely disgusting and clearly country financial doesn't care about their clients after they have the money. so i find it laughable that they say they are working with me. absolute joke.
Business response
02/01/2022
We mailed a written response directly to the client on 1/31/22
Customer response
02/02/2022
I am rejecting this response because:

Country Financial,

i would love to know who is working closely with me to resolve this issue? again this has been something that i have tried to resolve for over a year and now over a month to get a refund check. the options i was given were 1) create a policy in my name and date it back a year and im responsible for the difference if its more expensive.(even though this was ******** ******'s fault, but im responsible)
2) ******** was going to come to my house get the check, then drive to my dads place and then back to me.
I run my own business that i just started and i don't have the time to play these games with you. I told **** ***** that these were unacceptable and if needed i would get the BBB and the Insurance commissioner involved. he said thats what i should do, so here we are.
Keep in mind what you guys did with my policy was fraudulent. if you need the definition of fraud i can leave that in the next response. I've tried to handle this in an appropriate manner for over a year.
Initial Complaint
12/17/2021
Complaint Type:
Customer Service 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.
Country Financial files a claim against customers who call and ask about coverage for incidents even if the customer does not actually file a claim. The fraudulent claims are recorded on the LexiNexis database a prevent the customer from seeking competitive quotes and changing insurance coverage to another provider. I have email from ***** ****, Senior Executive Client Relations Representative confirming this practice. I have suffered two of these fraudulent complaints and brought it to the companies attention. It acknowledged that these incidents were inquiry only and removed both from my company record but only moved to remove one from the LexisNexis database.
Business response
12/17/2021
This has already been discussed and addressed. We dispute information contained in this post. Resolution is ongoing.
Customer response
12/17/2021
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. As stated in the response, the resolution is ongoing and not fully resolved.
Initial Complaint
12/09/2021
Complaint Type:
Customer Service 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 vehicle caught fire under the hood(unknown reason) on Nov 21 2021 while my son was driving. I have videos and pictures of the vehicle catching fire while at a gas station. I opened a claim *********** with Country Financial whom I have been a loyal customer for over 5 years. I had to have the vehicle towed home after 8 hours of unsuccessful attempts to have a towing company pick it up. With the holiday of Thanksgiving approaching, of course I did not hear from anyone until the next week. The insurance appraiser came by the home on Nov 30th and the vehicle was deemed a total loss and towed away. A claims adjuster called me on Saturday Dec 4 and informed me what the payout of the vehicle would be and that she was forwarding the total loss paperwork. On Monday I followed up because there was no paperwork in my email, Tuesday, and Wednesday I also did the same. Of course by now I’m frustrated because as an insurance company their is a sole duty to respond to customers who keeps the company in business . Mind you, I am still paying on the vehicle and also paying insurance until the payoff is completed. I left several voicemails with my claims adjuster who responds rudely with, “ This is in response to your email below and the 2 voicemails. *** ********** has been assigned to your claim. He’s currently out of the office until Thurs 12-9-21. He will contact you on Thursday to discuss the claim further & answer any add’l questions.If you have any questions, please don’t hesitate to call me.” No phone call from the adjuster, just rudeness to adequately address my claim! I have been treated like I caused the fire, or I have something to lie about. We customers pay insurance fees to receive adequate treatment, respect, and proper reimbursement for claims. The insurance is rude, inconsiderate, and unethical with their practices. I want my vehicle payed off in a timely manner so I can move on with life. This is financial, and emotional hardship for me and my family!
Business response
12/13/2021
Thank you for sharing our client's concerns. We have already been in contact with our client to complete our investigation and move forward with settlement of this claim.
Customer response
12/20/2021
I am rejecting this response because: I have been given the run around with this company about this claim. ****** ******* who is assigned to my case has lied about sending me paperwork to intentionally hold up my claim. She is rude, unprofessional, refuses to answer my calls and acts as if she is doing me a favor. Apparently there is some type of discrimination with my color, and I refused to be treated like this!

Business response
12/20/2021
We have been in communication with Ms. ****** to discuss what is needed to resolve this matter. This process is required on all claims of this nature and we have rules we must follow before payment can be issued. We ask for her cooperation and patience while we work to complete this. Claims management is aware of her concerns and monitoring the situation.

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ComplaintsforCountry Financial

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