Complaints

This profile includes complaints for Desert West Insurance Agency, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Desert West Insurance Agency, Inc. has 3 locations, listed below.

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  Desert West Insurance Agency, Inc.

  7500 Viscount Blvd El Paso, TX 79925-5638

• 

  Desert West Insurance Agency, Inc.

  7500 Viscount Blvd Ste 101 Suite 101 El Paso, TX 79925-5633

• 

  Desert West Insurance Agency, Inc.

  PO Box 640210 El Paso, TX 79904-0210

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/29/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   I am rejecting this response because:
  When I went to the office they just said what need it proof, the employee said the permit of work, we gave her the income tax proof, work contract and the rent contract. She said she was going to send it. To see if ti was approved, the day the insurance was going to expired, she said it was not accepted that all we need it was to have my dad signing a letter saying she is not going to drive *** of the cars. The employee or **** the insurance agent that dealt most of the times with the insurance never have us a a list of the official documents that we need it. Actually **** told my mom two days before insurance need it to be renewed she still waiting for that call. 

  Im not sending anything because we already have another insurance and we are making sure we tell everyone to that we know the "professional way" that this agency has to work. Maybe they send two notice about my sister as a new driver, I'm pretty sure my parents would appreciate a call from ***** She told me on one of the many calls that we had to her she only had good reviews, we really doubted. 

  What we are doing is paying the extra fee they want us to pay us because they added my sister.

  There is nothing bad about being humble and saying we should try reaching you more times before adding another person, or maybe I'm sorry we don't have right here the Right documents that we need to remove the new driver. As I said the white ladie was not helpful at all, I wish I can put more attention to names that way I can added to the reviews. But she was useful I thought maybe because my English is not good so I went to the one that speaks Sp***sh same no help at all.

  Very disappointed about the service they give. rance form the person that they added.

  Business Response

  Date: 08/29/2023

  Progressive notified the Named Insured (******** *****) on 05/11/2023 that they had discovered a previously unreported driver in the household (see attachment), and asking the Insured to contact them as soon as possible.

  Progressive sent a second notice to the Insured on 06/26/2023, due to no response from the Insured, stating that the discovered driver was being added to the policy (see attachment).

  On 08/11/2023, ***** ***** (Named Insured's daughter and a driver on the policy) came in to our office a requested we contact Progressive to have this newly discovered driver removed from the policy.  Our CSR called Progressive Underwriting Department to find out what they would need to accomplish this.

  Progressive replied to our request via email stating:

  Send us EITHER:  one document from Category A OR two documents from Category B.  
   
  CATEGORY A
   
  Send in ONE of the following documents:
   
  ·         Current homeowners or renters insurance declarations page, including Progressive Home or Renters policy 
  ·         W2, 1095 or 1099 for current year, accepted January through May.  If outside of that timeframe, we will not accept it.  Please provide another form of proof.
  ·         Previous Progressive Auto policy (must be active or cancelled in the last 31 days).
   
  The following items are acceptable if dated within the past 60 days:
  Mortgage coupon 
  Paycheck stub (must include withholding statement) 
  Property tax bill for real estate 
  State or Federal Government documents such as Social Security statement, quarterly tax statements, etc. 
  Tuition Bill showing room & board (current semester only for students age 24 & younger) 
  Transcript that reflects current class enrollment
  

  CATEGORY B
   
  Send in TWO of the following documents (any combination will do) dated within the last 60 days:

  Utility bills from either the gas, electric, sewer, water, cable or home telephone companies (cell phone bill NOT acceptable).  Two different utility bills may be sent in to satisfy the two or more requirement.  For example, one bill from the gas company and one bill from the electric company. Note that we will not accept two consecutive months of the same utility bill, or final bills.  Document must also include the entire bill (the payment coupon alone cannot be accepted).  
  Driver's license issued within the past 6 months 
  If driver should not be listed due to divorce or legal separation, a copy of the divorce decree or legal separation document is required.

   -OR-
  Send this:
  Proof of Other Insurance - Acceptable Documents
   
  Please send a document or a combination of documents that clearly contains the following for 
   
  ****** *****
  
   
  - Name of Driver 
  - Name of Insurance Carrier
  - Dates of coverage
  - Policy Number
   
  Acceptable Documents:
   
  - Declarations Page
  - Insurance Identification (ID) card
  - Certificate of Liability insurance

  The Insured failed to provide any of the requested documentation, therefore, Progressive would not remove the driver.