LeAnna Quartuccio
IllinoisMember since October 2017

Reviews (1)

    • Oct 18, 2017
    • Verified Reviewer

    Metromile Insurance

    Defective devices, two hour holds and all the charges

    Overall Experience:

    I purchased an insurance plan for two vehicles. They use a device they call a "pulse" that plugs into your car to record miles actually driven, then they charge you a certain agreed upon cent amount per mile. My estimated plan would've cost me nearly half my plan with Esurance. All great!

    The problem is, I received a defective device and Metromile was going to charge me 150 miles per day on the vehicle the device was assigned to. They were able to determine it was defective and quickly shipped me a new one, along with a return label to ship back the bad one. I plug the new device in, return the old one and done by 10/07! Super easy.

    Then, then I get an email at 4:30 pm CST Friday 10/12 saying my new pulse has not been installed (it has) and I will be charged 150 miles a day. This is the new one they just sent me and lo and behold, defective! Oh, and their customer service is closed from 6 pm PT Friday until Monday. Funny. So there's no way to get in touch with them. Their online form clearly says a 5-7 day reply time, all weekend, while I'm being charged for 150 miles a day due to yet another defective device.

    As of right now, Monday at 4:56 pm CST, I have been on hold for TWO HOURS AND SIXTEEN MINUTES and still counting.

    Bottom Line: No, I would not recommend this to a friend

    28 people found it helpful

    Link to this Review
    • Oct 23, 2017

      Company Response from Metromile Inc.

      Hi LeAnna, thank you for your feedback and leaving a review. We are sorry for any frustration caused by the device and sincerely apologize for any excessive hold times you experienced throughout this ordeal. At this time, our customer experience team is only available, Monday - Friday from 6 AM to 6 PM PT. We are happy to assist and accommodate our customers with the device on a case by case basis. Rest assured, if customers submit an online inquiry a member of our team will follow up addressing your concerns within 6 to 7 business days.

      Since we are pay-per-mile insurance we do require to receive a continuous signal from your device. Without a signal from the device, we have no way of knowing if your vehicle is being driven or parked. Per your policy contract, you can be charged 150 miles/day if we don't receive a signal from your device until we receive a signal again. We can see that you received assistance on 10/16/17 and to accommodate you, we reversed the 150 miles/day charges you received. A member of our customer experience team will be checking on your device to see if the device doesn't send a signal again and we will follow-up with you about next steps. We want to provide the best experience for all our customers and have passed along your experience to our team.

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