ComplaintsforRockport Auto Claims

Insurance Claims Processing

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Initial Complaint
10/16/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Business refuses to provide documentation of incident and refuses to call back after a month of leaving messages relating to auto rental damage.
Business response
10/16/2024
All the attached documents where emailed to ******** **** @ **************************** on 08/20/2024 along with an invoice for the total charges of $2,202.60. Representative spoke with Mr. **** on 08/27/2024.and acknowledged documents were received. Several emails where sent with no response from Mr. ****. Representative called again today at 10:12 this morning 10/16/2024 and left a message for Mr. **** to return call.
Customer response
10/16/2024
Complaint: 22426123

I am rejecting this response because: the company has failed to provide any information to properly and timely settle this claim.

Regards,

******** Will
Business response
10/18/2024
Now that you have provided the information for **** the *** can send the documents. You still need to complete the claim filing with **** this is just a case number.
Customer response
10/21/2024
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,

******** Will
Initial Complaint
10/04/2024
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.
I rented a car from "ACE Rent A Car - LAX" from March 12th - 15th, 2024 (ACE Rental Contract ******). *** claimed that my car was damaged during the rental, a small ding on the passenger door. *** charged me $385.55 for the damages, which I promptly paid. Then, on April 16th, 2024, I received an email from Rockport Auto Claims stating that I owed an additional $2587.72 for repairs (Rockport File# *****). I never received any correspondence from ***, nor did they receive my consent for anything after I paid the repair charge they assessed me on-site in March. Now, Rockport has passed my account to collections instead of charging the company who hired them (ACE). This is tantamount to harassment and an abuse of power.
Business response
10/04/2024
Mr. Bricker was charged $250 for the damage estimate, this is to cover his deductible. There is no possible way the counter clerk would know how much the damage would be. They are in the business to rent vehicles not repair vehicles. An itemized estimate was sent to Mr. Bricker.
Initial Complaint
09/18/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I received confirmation when I returned the car that I would not be charged then in writing from the rental company they said they would charge $200 for the damage. I then received a bill from rockport claims for ~$2300 for this damage. The damage was originally caused by a defect in the vehicle and happened when the car was parked in a personal garage with nothing touching it. I'm looking for any bills/charges from rockport claims to be removed immediately.
Business response
09/30/2024
We have closed this claim on our end and have sent back to ACE Rent A Car.
Customer response
09/30/2024
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
09/17/2024
Complaint Type:
Service or Repair 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 rented a car from ********** Car in ***** in March 2024. The car was in poor condition - several scratches, interior stains, low tire pressure with a leak which we discovered after driving 15 minutes. I took a video recording of the car prior to leaving. At return, ACE pointed to a scratch on the car but I showed the video of the scratch being there prior to pick up. 2 weeks later we get an email from Rockport Auto Claims requesting $3211 for damages - which included painting the rear quarter panel panel, both side doors, the side mirror and a lot of extras that the scratch wasn't even near. Clearly they were intending to fix more than the minor scratch the man pointed to as our fault in the garage. The scratch was a surface scratch that would likely be buffed out. We are now being threatened with collections, by a customer service *** who only communicates on Thursday (?? I find it weird that you can send an aggressive email to a customer requesting immediate payment of thousands of dollars and then not respond for an entire week.) We submitted to our insurance, Progressive, who deemed the damage existing based on the visuals we provided and would not cover the claim. Our credit card would not cover either, since they follow progressives ruling. This company said it was *** who is final decision for claims, ******** A ************** said it is entirely Rockports decision if the claim is processed. I strongly suspect these two companies are working together to collect funds and not actually fix the cars and I'd like it investigated. I would love to see all the claims made for the *** we rented, and how many of the claims were actually had the work done. Judging by the condition of the car we rented, along with the similar complaints on the page, I would guess the money didn't actually go to the car. Clearly speculating as I am not entitled to this information. The entire process has been a nightmare and does not feel right.
Business response
09/23/2024
We have sent this to our client for review. Thank you.
Initial Complaint
07/05/2024
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.
I purchased CDW (collision damage waiver) when I rented with ace rent a car *****. They claim there was damage to the vehicle upon returning it, and referred my case to rockport auto claims. Based on the correspondence I had with *****, I was informed that if I had CDW then the police report would be sufficient. He indicated himself the police report stated damage to the vehicle prior to it being towed. Nonetheless, he stopped responding after simply stating that my case was turned over to rockport auto claims.
Business response
07/08/2024
Mr. *** did purchase ***, however he voided the *** because he did not provide a police report. See paragraph 6 of the terms and conditions: (a) report all damage to us and all accidents to us and the police as soon as you discover them and complete our accident report form; and (b) provide us
with a legible copy of any service of process, pleadings, or notice of any kind related to an accident or other incident involving the Vehicle. Our indemnity is void if you:
violate the terms of this Agreement; fail to cooperate in a loss investigation or to file a timely and accurate report; or if you give the Vehicle to an unauthorized drive
Initial Complaint
06/11/2024
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.
Rockport Auto Claims was the insurance company for a car that I rented in **********. My rental car sustained minor damage which was reported to my insurance company (Progressive). Rockport submitted costs to Progressive which were excessively high. Rockport would not provide documentation such as receipts to justify the additional cost of repairs. In fact, Rockport was claiming repairs were made to components of my vehicle that it didn't even have. Progressive requested additional information including receipts for the repairs being disputed and Rockport was unwilling to comply. Consequently, Rockport is now coming after me for the $2800 Progressive refused to pay without the additional information. The fact Rockport is unwilling to provide additional documentation (which would put this situation to rest) is mind boggling. Apparently, they are unable to justify the fictious repairs and believe it is easier to get the $2800 from me. Rockport's reputation as a dishonest company is found throughout the BBB website.
Business response
06/12/2024
Rockport Auto Claims is not an insurance company. The final repair bill was sent to Progressive. The final repair bill is for $5,406.13 and Progressive only paid a portion of the repair $1,544.87, leaving a balance of $3,861.26 which $1,000 is the insureds deductible and has been paid by ******************. Balance due $2,861.26. We have proven ACE Rent A Car's loss, Progressive refuses to pay.
Initial Complaint
06/05/2024
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.
On April 6, 2024, I rented a vehicle from Saver LLC/Economy Rent A Car and purchased the Loss Damage Waiver (***) as part of the rental agreement. I was explicitly informed that with the **** I would not be responsible for any damage to the vehicle in the event of an accident.Unfortunately, on the same day, I was involved in an accident where another driver hit the rental car. The other driver, who is responsible for the accident, provided their contact and insurance information at the scene. I promptly reported the accident to Saver LLC's customer service and filed a self-report with the police department as instructed.Despite the *** coverage, I received an email from Rockport Auto Claims, represented by **************, demanding payment of over $11,000 for the damage to the rental vehicle. I was shocked by this demand, as I had been assured that the *** would cover any such damages. I also informed them that the other drivers insurance company, Progressive, has started an investigation into the accident. Despite this, I have not received a satisfactory explanation as to why I am being held responsible for the repair costs.This is completely a SCAM.
Business response
06/05/2024
This claim has been closed and the *** honored. The rep handling the claim will send a claim closed letter to the renter.
Customer response
06/07/2024
Complaint: 21803006

I am rejecting this response because: I still haven't received any email or message from the representitive. Still haven't received the claim closed letter.

Regards,

***************
Business response
06/10/2024
It has been sent.
Initial Complaint
05/28/2024
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.
On March 29,2024, I made a car reservation through Priceline. I got the car from ******** , a rental car company at *************** Fl. Pick up date: Sat March 30 at 1:30 pm Drop off date: Tuesday April 2,2024 1:00 pm ( 3 days ).I paid: car rental $ ***** ( 3 days ) Insurance ***** Tolls. ***** Tax. ***** In addition: $ ****** for damage deposit.When I picked the vehicle, the car was inspected by an Easirent attendant.When I returned the vehicle, the car was inspected and accepted without damage by an Easirent attendant, and no damage deposit withheld.Six weeks later after returning the vehicle, on May 14, 2024, I received a letter from Rockport Auto Claims, ********************** seeking payment for physical Damages for a total of $ ******* with no explanations.I called Rockport Auto Claims at *************** and they said that the charges was for a broken windshield. Something I didnt do. Its horrible that this company blamed me for this. The car was inspected and accepted by an Easirent Employee and no damage deposit was withheld when I returned the vehicle. Is this Scam ?.
Business response
05/28/2024
**************** purchased Liability Coverage this does not cover windshields. No one is blaming him for the damage to the windshield, however per his Rental Agreement that he signed and agreed to he is 100% responsible for all damage. I have attached a copy of the Rental Agreement and the photos of the cracked windshield.
Initial Complaint
05/08/2024
Complaint Type:
Service or Repair 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 rented a car through ACE rental car at the ************* 3/14-3/17. On return the rental company was not yet open. I did not recieve a phone call about potential damage to the vehicle. The only method of communication was 2 days later through email from an ***************************** who works for Rockport Auto Claims. It said that i returned the car with a crack in the windshield. The photos that were provided were very vague and did not distinctly show any sign if damage. When I asked about it I would repeatedly get a response saying the "damage was circled in yellow." I asked for closer photos to show that the vehicle clearly had a crack and continually did not recieve any proof. I also asked for a receipt of the windshield being repaired, but they were also unable to provide that. I have called numerous times and continue to get voicemails leaving my name and number, but never able to speak to someone. They then mailed a letter saying that they will send my debt to a debt collector if not paid in 10 days. This company is scamming so many people and should be shut down for their false claims that they are making. Rockport Auto Claims did not provide any evidence of the damage. If something was found the day I returned the vehicle, any reputable company would have given me a phone call that day.
Business response
05/08/2024
Prior renter's inspection slips where provided to ************** by Rockport Auto Claims via email on 03/26/2024. ACE Rent A Car has asked that we pursue this claim.
Customer response
05/08/2024
Complaint: 21681332

I am rejecting this response because:
Rockport Auto Claims provided me with the check out slips from 2 prior renters, but did not provide the check in slips to show that there was no damage upon return. Also to show whether or not they are falsely making up claims to get money. The photos provided are taken from far away. If true damage was done to the windshield then a closer photo should have been taken. I asked for a closer photo and the response that I was given was "the damage is circled in yellow." Please tell me how you can confidently make a claim without any proof. I also do not understand why there is no way to provide information that the vehicles windshield was fixed. Maybe because there was never a "chip" to begin with and they are just trying to get money to pocket. Definitely need to look into them.

Regards,

***************************
Business response
05/10/2024
You were provided with your check out slip showing no damage to the windshield and the check in slip showing damage when returned. The vehicle was returned after hours.
Initial Complaint
03/19/2024
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.
Minor damage to an Ace rental car. *** submitted to Rockport Auto Claims. Rockport seeking payment for unnecessary repairs- providing zero proof of need, even to my insurer, GEICO.
Business response
03/21/2024
All supporting documents where provided to you and to your insurance company Geico.

Customer response
03/21/2024
Complaint: 21453564

I am rejecting this response because:
The company submitted claims without explanation of the need for the work done, nor evidence that it was done, nor photo evidence of the need for the work, for two elements of their invoice. ***** refused to pay for those elements because of insufficient proof. On requesting further proof, the response I received from Rockport was that they refused to provide anything else, and that they insisted I am contractually obligated to pay their claims, even with zero proof.
A simple ****** search indicates that this is a common practice by Rockport and Ace Rental. There are news stories, complaints on BBB, reviews on YELP, TripAdvisor, all repeating variants of this same story.
Id be happy to pay if they provided proof. Their absolute refusal to provide any proof for those services, though they provided proof of the need for other services, is suspicious. There is something odd here that should be investigated by insurance fraud authorities.

Business response
03/22/2024
I have attached *****'s review and the estimate received from Coastal Appraisal South. It is a matter of opinion from ***** and the appraiser. ***** wants to half way repair the vehicle, this is not acceptable. Would you be okay with them doing this to your vehicle if it was damaged? The admin fee is contractual, this is our fee for handling the claim. We are not employed by ACE Rent A Car or Geico. You also have a $500 deductible.
Customer response
03/22/2024
Complaint: 21453564

I am rejecting this response because:

Its not a matter of opinion if you cant provide proof of the repair or the need for the repair. You gave them nothing on which to express an opinion. Show the proof so that they can have an opinion.

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