Complaints

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:12/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My account with ***************************** is currently suspended pending payment. I have made several attempts in the past 14 days to reconcile and make a plan in order for my business to function. After 4 emails on 12/30, 12/23, 12/17 and 12/4 and a online ticket on 12/24 - I still have not received a solution. In reviewing my account, I noticed that for over 2 years I have been paying for an extra user that I did not need. I have brought this up with several account managers, who after initial discussion and notes, were never there long enough to make the change. Without my information, I cannot operate and my business is suffering thus making it hard to be able to reconcile. What I am suggesting is that we modify the contract to reduce the services and we continue the business relationship. I have spoken to over 4 different account managers over 2 years about the extra user fee - each of them told me that at renewal it would be removed - it has not. In light of the annual renewal - I never receive any notification regarding this nor reminder. It was only recently discussed with my new account manager, ******* *****, that the request could be made online with limitations.

• Initial Complaint

  Date:10/11/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 signed up for a 14 day free trial of Agency ****. Near the last day, I tried to cancel my account online through the portal. but it would not let me, it kept erroring out, so I froze my credit card to make sure they didn't process the payment. I then received an email a day or so later stating that my card would not process and that I needed to add another card. I emailed that chat person back and they said that my account was not cancelled and would have to be done online. Again, I go online and try to cancel and to my knowledge, I did. After a few days, I unfroze my card to pay other bills and boom... they process the $199 payment. I immediately call them and *** on the call said, I can't do anything with this, I have to forward it on to my manager and someone will call you today or tomorrow to process that refund. That call never came... I ***eated this process 3 times over the next week and still nothing. Finally I ask for to be expedited to someone that can accomplish this and I get ***. *** informs me that my account is still active!!!!!!! This is where I found out that you have to go through like 8 different steps to actually cancel your account. GOOD GRIEF. I provided *** an email that I tried to cancel online and with their chat ***resentative. Still, nothing doing. Now she is out of the office until next week. They are dragging their feet and not wanting to refund me my $199. I just want my refund back, and after looking at all the reviews, this doesn't seem like a very good company. I wish I would have checked this before I thought about purchasing. If this isn't resolved, I will be filing with the **** SEC, as well

• Initial Complaint

  Date:07/22/2024

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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.

  We were exploring using the Vertafore services, however after I advised them the agreement was signed by an unauthorized person, they have been unresponsive for the most part. I want acknowledgement of the agreement being null and void and I no longer am interested in doing business with such an unprofessional company.

  Business Response

  Date: 07/23/2024

  We will review this matter and respond immediately. 

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 22027294
  
  I am rejecting this response because I've attempted on numerous times to communicate with the business, however, there response about reviewing the complaint and responding immediately to me provides absolutely no response. You can see from the numerous emails I've sent that there has been NO response. I doubt an honest response with be forthcoming. Because of their lack of response in the past, I continued our current management system and quoting platform and I've decided to stay with our current company. I want no further dealings with Vertafore and have NO intention of paying any bills they're sent because there is NO agreement! They had ample time to attempt to finalize an agreement, but have chosen to ignore my emails and request for further discussions.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/31/2024

  We would like to work with the ***** Agency but they have rejected our outreach to discuss their agreement. Vertafore is willing to amend the contract from 4 users to 3 users, however we will not terminate the agreement. The Terms and Conditions that the ***** Agency agreed to specifically say that the person signing the Sales Order has the authority to bind the customer. ********************** relied on this Order to process the agreement with *****. As stated before, we are amenable to reducing the number of licenses from 4 to 3, but we will not agree to terminate the agreement. 

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22027294
  
  I am rejecting this response because: At NO time did ***** **************** acknowledge that the person who signed the agreement had the authority to sign the agreement. They state that they received something from us that the person who signed the agreement had the authority, I would like for them to produce documentation that ***** **************** at any point in time stated that the individual who signed the agreement had the authority. We've provided an email response from ******************* after he received the notification of the agreement being null & void, he responded that he was going to be making a presentation to ********************* about additional services and in that email he asked if ********************* had the authority to accept and agree to the  additional services, and I immediately responded that Garit All DID NOT have the authority to enter into any agreement. Their statements are out and out lies! 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/21/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  ********** has had QQ Catalyst for over 12 years. The company is not easy to work with. Our rep will not return emails at all sometimes, much less in a timely fashion. We requested cancelation in June and are STILL trying to get a response. They keep saying they need a manager. Plus they charge $1500 for a back up. I have asked MULTIPLE times for a rate sheet that explains terms and conditions. I have searched our contract and their website and can find no where that says there is a fee or what fees are. This company is terrible. **************** is lacking any good qualities. The purpose of this complaint is the hope that will be contacted to resolve the cancelation of our contract.

  Customer Answer

  Date: 09/05/2023

  We have attached two email threads from 2022 and this year 2023 showing that Vertafore will not respond to emails nor phone calls. 

• Initial Complaint

  Date:07/14/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Signed up: 06/22 Wanted to cancel a few months into it. Was told I need to speak to my account manager.Called ********** numerous times to no avail & even left a voicemail. If they don't answer you can't cancel. Perfect Scam. After months of calling, I stop paying the service.Instantly get calls, **************** to collect payment.I tell the reps I will not pay until account is cancelled.Continue to get collection calls **************** but no cancellation Get another collection call, get upset & call Vertafore Speak with *****, who tells me we can cancel online.. we do this together. Still don't hear back regarding cancellation Call again. Request to speak with a supervisor (********************), No answer.Request supervisor to call me, Never calls me Thankfully, I requested her email. I had to reach out to her!Sabre finally responds.. & transfers my case to someone else Who is that someone else? According to Sabre? It's my account manager (***********************)..Wait isn't my account manager **********? Nope, it has to be **** since that's what the Sr. ********** ***** said, right..Wrong! She CC's (***************************), the real account manager. I think..None of the "account managers" have even responded! Not once!Time passes, I remember ***** saying that my account will be sent to collection Call VF to clear my oldest invoice and avoid collections Speak with ***** who says I must pay $633.55 or he can't take the payment I tell him I will not pay until my account is fully cancelled ***** reviews my account, agrees twice to cancel my account with no further collections if I paid the $633.55 I pay the $633.55 confirmation #******* AFTER I paid, I get an email from ***** requesting proof of my cancellation request or he can't cancel account. FRAUD A few days later, new email, no cancellation until 06/30/2024! Called again, ***** agrees to hear recorded call. After listening to recorded call, with proof of what ***** said, New resolution? Pay $1,200 to cancel. Complete scam.

  Business Response

  Date: 07/21/2023

  Vertafore has tried to contact the customer through the contact information on this complaint, however, neither seem to be working. Vertafore is using Vertafore's contact information to try to reach the customer and will continue to do so to come up with a mutually acceptable outcome for both parties. Vertafore is sorry for the inconvenience and hopes to get this resolved as soon as possible. 

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20323483
  
  I am rejecting this response because: I have not been contacted by anyone at Vertafore. I am not surprised that they would say such a thing since they have already shown me how they commit fraud and scam customers. The only communication came in the form of automatic messages their system uses to log cases. No human response has been received after my original complaint other than the response they provided via BBB. I have contacted my counsel and they advised to ignore all future collections from Vertafore since they accepted payment and agreed to the cancellation of service per the call with ***** in billing. The call was recorded via phone systems and was listened to by the supervisor *****.

  Best,
  
  ***********************

  Customer Answer

  Date: 08/15/2023

  After everything that I have been through on the phone with Vertafore and to avoid displaying my private contact information publicly I would prefer all communications via email from now on. They can contact me using the email address on file as this is the same email they have been using to contact me already. Vertafore can also request it from my "account manager" or the supervisor ***** who has emailed me in the past. My contact phone numbers are also listed in the email signature. I can assure you that Vertafore has my phone number and email address as they contacted me various times to collect and threaten collections. They can also still send me a letters via regular mail just like they are still sending me collection bills after canceling this service. Some how Vertafore can get in contact with me to collect payments but not to fix these important issues something seems fishy.. I can provide proof of this if needed. 

  Business Response

  Date: 08/23/2023

  We have reached out to provide ***** resolution to his request for termination of the PL Rating Subscription in what we believe to be a fair resolution.   We are currently awaiting confirmation that he is agreeable in order to process the request.  

  Customer Answer

  Date: 08/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. After speaking with ******* at Vertafore she informed me that all my Vertafore subscriptions would be cancelled without any further charges or money due to Vertafore. Assuming the account is closed without any monies due to Vertafore this addressed my complaint and resulted in a resolution. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/03/2022

  Type:Service or Repair 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 a user of *********** bought out by **********************. I have asked for one on one training and they always say yes, but throw me into a group training on how to use ***********. There is no phone number only online chat. The **************** is dismal. I can never get training on this product. It's going on a year that I have been using this and I have no alternative at this juncture. I need someone to reach out by phone and resolve the training issue. No one will properly respond. They constantly evade talking on the phone. My Agency is ************************ **** ************. **********************

  Business Response

  Date: 11/14/2022

  We have reached out to *** to discuss his concerns with regarding Training.

• Initial Complaint

  Date:10/14/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Attempting to cancel my contract with Vertafore. I have been a customer for 12 years and my company is a lot smaller than it was in the past. We no longer use their system and will never use their system ever again. They are charging me for more users than I have employees. They will not even reduce the number of users. They will not cooperate with me at all except by chat box or by email. You never speak to a person. Supposedly my request was taken to senior leadership and they denied to terminate my contract. I asked about a buyout at some discounted dollar amount. Said it would take 3 business days to hear back it has been 5 days and I looked online and my case number shows to be closed. This is the kind of run around that I have received from this company for the last several months. I sent them instructions today to stop drafting my bank account immediately. Still nothing! My contract expires March 1st. I have already paid for November.

  Business Response

  Date: 11/01/2022

  Vertafore is working with ****************** regarding his complaint and we are working together to come to an agreeable solution.

  Customer Answer

  Date: 11/01/2022

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/29/2022

  Type:Order 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.

  This was my original complaint 5/2021:"We pay for Vertafore to provide us an insurance rater (PL Rater) and a management system (QQ Catalyst). Their managements system is constantly down. When their system is down we cannot manage our clients information and process client change requests. When this happens I am paying staff to be here to sit an not work and hope the system starts working. I pay a lot of money each month and when they are down they don't compensate me for my loss. I understand this happens occasionally but with Vertafore it has been pretty regular where their system is having issues."Here we go again..... Since that complaint I have had a number of times we have had disruption in service. Most recently, we have not gotten company downloads from MSA (one of our major carriers) since 07/23/2022. They probably represent a quarter of our clientele. This is a major disruption in our office and could be a potential E&O claim against us as our clients policy info is not being updated in their file. Also, policy renewals aren't downloading. This is a service we pay for with Vertafore. Every time I call to get status they say they are working on it. It has now been over two months. I find this unacceptable. I have numerous emails that support this issue and the lack of resolve.

  Business Response

  Date: 10/07/2022

  Vertafore has conducted a full investigation of this customers account and the issue regarding the customers Main Street America (MSA) downloads. Downloads from the carrier, MSA, are still in the candidate stage and while MSA has decided to participate in this program, they are the only carrier to do so at this time to our knowledge.  Vertafore is not able to accommodate changes to download standards until they are officially published and marked as Final by *****. As such, the downloads that MSA is sending are not readable by QQCatalyst. Our team has been in communication with MSA about this to find a solution, but until ***** changes the status from Candidate to Final and makes the changes official for all carriers/AMS it is unlikely that Vertafore will be able to accommodate the changes. This does not constitute downtime because the Vertafore system is fully functional and anyone is able to review our uptime commitments which are publicly available at https://www.vertafore.com/current-customers/trust-center.Until we can resolve the issue with MSA, the Customer is still able to use our program and manually enter the information that would otherwise be populated by the downloads. We also investigated the issue regarding policy renewals not coming through, and this should be addressed directly with the carrier as Vertafore has no control over this aspect of the service.
  
  We appreciate the customers patience and have reached out to the customer to explain the situation and to address any remaining questions.
  
  

• Initial Complaint

  Date:06/15/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 began a contract with Vertafore for a PL rating program last April. I was dissatisfied with the product and decided in January ******************************************************************************************************** a contract until April 2022. They told me I would need to cancel 30 days prior to that renewal date. I called back at the end of February to cancel and they requested I email them my request. I sent this to them and then received an email back that I had to give 60 days notice. I was willing to accept this and thought my account would be cancelled **************************** April 2022, instead of taking the normal one month ****, the company took 2 months out of my account. I called to find out why and could not get a straight answer. I requested to have my account rep call me, and after 30 calls still have never heard from him. I finally spoke to a manager and was told that I would have to pay the entire year as my contract renewed. I was never advised of this. I called several more times and sent several emails and finally was told that they would offer me a 50% buyout. I disagreed paying this but am willing to pay this to just get rid of this awful experience. By my calculations, I would owe them 4 more months, as they took 2 months in April. They have turned around and stated that the monies paid were not part of the buyout and the buyout would begin in August and be 6 months. I do not understand how this would be 50% of my contract. 6 months from ***** would end in October. They are wanting me to pay all but 2 months for the year. Again, I am not getting responses to my inquiries. In addition, I have been locked out of the website for use since January 2022, so I am paying for something I can not even access. Reading prior complaints against this company, this appears to be a common practice. I have never dealt with a company that ignores phone calls the way this company does.

• Initial Complaint

  Date:05/03/2022

  Type:Customer Service 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.

  This is what I've sent to both their Director and Head of Customer Support. In addition, we've attempted to use every customer support channel to have an Account Manager reach out and have not had a single response. This has been going on for almost a year. -------------------I apologize for leveraging this channel to reach you, though I need to escalate a support issue, now ongoing for several months.In a nutshell, our current agency is carrying extra licenses for a dissolved agency:********************************** acquired our sister agency All ****************************** Before, the two were on their own QQ instances, so I started working with ******* ***** on the solutions for migration.Yes, come to find, there really aren't any, though I asked ******* if y'all would just execute what you could and I'll fill in the gaps manually (engineers couldn't provide confidence in completeness and accuracy).Inevitably, communications have been lagging since the jump, taking weeks to get replies. Right now, I think we're on month 6 with no reply. All the while, I am carrying the overhead and operational burden of redundant instances, and seemingly being completely ignored with zero action being taken. Again, not even a reply. Again, sincere apologies to request this here. I would very much appreciate if you could put someone on this to ensure it's handled to your expectations. In further transparency, I'm very hopeful to see Vertifore's true nature shine through during the remainder of this experience. I'm new to this industry, but managed very large CRM contracts historically, so I definitely have my opinion on industry standard solutions here.Feel free to email me at ******************* or call at ************. I'm happy to share existing threads.

  Business Response

  Date: 05/09/2022

  Regarding complaint #********, Vertafore, Inc. responds as follows:

  
  Vertafore denies a six-month period without communication with the Customer. All ***************************** entered into their most recent statement of work on December 7, 2021, which is less than the claimed six months. This SOW states the customer acknowledges and agrees that the Order is subject to the Vertafore Standard Terms (the "Terms") and provides a link to same.

  
  In 15, these terms state Customer shall not assign the Agreement, in whole or in part, whether voluntarily, by operation of law, or otherwise without the prior written consent of Vertafore in its sole discretion, not to be unreasonably withheld. Any attempt to do so without such consent shall be void. If all or substantially all of the assets of Customer are sold, or in the event of any merger, consolidation, or other reorganization which results in a change of control of Customer, then this will be deemed to be an assignment and subject to this 15. Subject to the foregoing, the Agreement shall be binding upon the Parties and their respective successors and permitted assigns.
  The contract between Vertafore, Inc. and ********************************** states in 19 that customer shall not assign these Master Terms (including any Order) or any of its rights, interests or obligations hereunder whether voluntarily, by operation of law, or otherwise without the written consent of Vertafore in its sole discretion, and any attempt to do so without such consent shall be void. Subject to the foregoing,these master terms shall be binding on upon the parties and their respective successors and permitted assigns.

  
  Both of the Agreements allow for the Customer to terminate by providing sixty (60) days written notice. The All Encompassing Agreement, if consented to being assigned, states the termination notice must be provided sixty (60) days prior to the expiration of the current term. 

  
  To date, Vertafore has not been provided a written request to assign the contract to the All ***************************** contract to the **********************************, nor have they received the necessary written notice of Customers intent to terminate the remainder of either contract. As such,both Agreements and any related Orders are still in effect according to their terms and will remain so until Vertafore receives the required notice.