Mile Auto レビュー 304

Mile Auto からの回答

2025年9月17日

Hi Ted,

Thanks for sharing your feedback. We’d like to clarify how our pay-per-mile insurance works, since transparency is very important to us.

Mile Auto policies include two parts:

1. A monthly base charge that covers non-driving risks like theft and other non-moving risks, plus standard industry fees such as technology, policy, and payment processing fees. These are charged each month whether you drive or not. Your base charge plus the fees are detailed on your monthly statement. Other insurers also charge similar fees, but hide them in their monthly premiums. We prefer transparency.

2. A variable per-mile rate – just a few cents per mile – based on how much you actually drive.

The monthly base charge and the per-mile rate are clearly shown in your final quote before purchasing a policy.

At the start of a 6-month policy term, there is a down payment, which is applied toward the term’s base charge. After that, your monthly bill is simply the base charge (and fees) plus the per-mile portion for the miles you drove the prior month. For our low-mileage customers, this usually results in savings compared to traditional insurance.

Your estimated payment quote was based on the mileage estimate you provided. Since the cost is based on the miles you actually drive, your price might be higher or lower depending on your initial estimate of mileage. It works like your electric bill: the less you use, the less you pay.

Regarding cancellations: as disclosed in our policy documents, refunds are processed within 30 business days, which is standard timing in the insurance industry.

We understand how important clear billing is, and we’d be happy to provide a more detailed breakdown of your charges if you'd like. Feel free to reach out to us at customer.success@mileauto.com.

Thank you again for taking the time to share your feedback.

-Mile Auto Customer Success

Mile Auto からの回答

2025年9月5日

Hi Karen,
Thank you so much for sharing your kind words! We’re thrilled to hear Kimberly was able to provide you with such great service and support. We’ll be sure to pass along your feedback to her. It will mean a lot.

We’re grateful to have you as part of the Mile Auto family!

Warmly,
Mile Auto Customer Success

Mile Auto からの回答

2025年9月9日

Dear Mz Margo - thank you for leaving your feedback on Trustpilot. Unfortunately, we were not able to pull up your policy with the information provided in the review. If you would send us your name via email to customersuccess@mileauto.com, we would be happy to retrieve your information and offer assistance.

Starting five days before the end of each monthly period during the term of insurance, customers receive a series of text and email reminders with a hyperlink to submit a photo of their odometer. If a photo is not sent, a customer is charged a default daily mileage of 40 miles per day. A quick call to customer care will result in a new text & email for an odometer photo, and the account will be adjusted accordingly. Likewise, the account can be adjusted when mileage is submitted at the end of the next month. Once an odometer reading is verified, an email is sent 24 hours prior to collecting the amount owed via your preferred electronic payment method: credit, debit or ACH.

Again, if you will share your name and/or contact details with us at customersuccess@mileauto.com, we will be happy to review your records and get back to you.

And finally, with regard to Mile Auto's claims handling, we can assure you that our US-based claims team members are available to assist all our customers and claimants, with many thousands served every year.

Thanks for being a Mile Auto customer.

-Mile Auto Customer Care

Mile Auto からの回答

2025年9月9日

Hello again Skyler - When you purchased your Mile Auto policy, you did not select the roadside assistance coverage that was offered to you. Thus, when you needed roadside assistance, our system correctly indicated that you do not have that coverage. You do, however, have insurance with us. Our office hours are 9am to 6pm in each US time zone, and our accident towing (which you do have) and roadside assistance are available 24/7/365. If a customer contacts our roadside assistance provider but they do not have coverage, they are offered the opportunity to pay for it right over the phone. If you would like to discuss this further, feel free to reach out to customersuccess@mileauto.com.

-Sincerely, Mile Auto Customer Success

Mile Auto からの回答

2025年9月3日

Hi Linda,

We’re so glad to hear you had such a positive experience with Kimberly! 🌟 Your kind words mean a lot, and we’ll be sure to share them with her. Thank you for choosing Mile Auto! We’re happy to have you with us.

– Mile Auto Customer Success

Mile Auto からの回答

2025年9月2日

Hi Winsel,
Thank you for sharing your kind words! We’re thrilled to hear that Ilse was able to provide the support you needed. We’ll be sure to pass along your appreciation to her. We agree, her attitude and energy is amazing! We’re grateful to have you as part of the Mile Auto family!

– Mile Auto Customer Success

Mile Auto からの回答

2025年8月29日

Hi Brian,
Thank you for sharing your experience with us! We’re so glad to hear that our pay-per-mile model is providing the cost-effective solution you were looking for. As someone with deep industry knowledge, your feedback means a lot to us. We’re committed to making car insurance simpler and more affordable for low-mileage drivers, and it’s great to know we’re hitting the mark.

We appreciate you being part of the Mile Auto community and look forward to continuing to serve you.

With gratitude,
Mile Auto Customer Success

Mile Auto からの回答

2025年8月13日

Hi Scott, thank you for your feedback on Trustpilot. Mile Auto takes great efforts to be transparent in our billing practices. That’s why our fees are detailed in our monthly statements. We pay our payment processor a convenience fee and thus charge such fees to our customers. We do not commit fraud against our customers. Large traditional insurance companies hide their fees in their premiums so customers cannot see them.

Yes, you are correct that Mile Auto does not have the ability to charge in full up-front for a 6-month policy (we don’t have 12-month policies) because we charge for the miles actually driven each month. Our system automatically generates reminders via text and email for each customer at approximately 5 days, 3 days and 1 day before the end of a policy month to submit an odometer image so that their monthly bill can be calculated. When the odometer image is not submitted, we default to 40 miles per day until we receive the odometer reading at which time we adjust the charge accordingly. If you were not receiving those automated reminders, that is a problem and our technology team needs to know about it.

Rates for all insurance companies can change at the beginning of each term. Our rates are filed with each state’s insurance regulators, and once filed, we are required by law to charge those rates. Rates for most insurers have been rising over the past few years as inflation has increased the costs of repair parts and labor.

If you have any further questions, please feel free to reach out to: customersuccess@mileauto.com.

- Mile Auto Customer Success

Mile Auto からの回答

2025年8月12日

Hi Manny,

Thank you for taking the time to share such kind words about your experience with Heather K. We’re so glad to hear she provided the kind, patient, and thorough service you needed, and that her follow-up made the process smooth. We agree, Heather is a wonderful part of our team, and we’ll be sure to pass along your appreciation to her.

Thank you for choosing Mile Auto and for recognizing the people who make it special.

Mile Auto Customer Success

Mile Auto からの回答

2025年8月7日

Hi DD,

Thank you for taking the time to share such kind words about your experience with Ivonne and Griffin. We’re thrilled to know their professionalism, patience, and clear communication helped you feel confident and cared for. Delivering that level of service is exactly what we strive for, and your feedback means the world to us.

Welcome to Mile Auto - we’re honored to have you with us!

– Mile Auto Customer Success

Mile Auto からの回答

2025年8月7日

Hello Charlene - thank you for your feedback on Trustpilot. We can assure you that Mile Auto is not a "scam" as evidenced by the tens of thousands of our low mileage customers who appreciate our pay-per-mile pricing. We have reviewed your account, and your premiums were as follows:

Term #1: $29.20 before fees and per-mile mileage charges;
Term #2: $44.75, also before fees and per-mile mileage charges, following our state-wide rate increase in Florida; and
Term #3: $44.23, before fees and per-mile mileage charges.

Your rate was never $20 per month. The $74.33 you were charged at the beginning of Term #3 included a one-time $25 policy fee for the entire term.

We regret that you found your experience with Mile Auto to be unsatisfactory. We are thankful that many low mileage drivers find our pay-per-mile billing to be ideal for their auto insurance needs.

Sincerely,

Mile Auto Customer Success

Mile Auto からの回答

2025年8月7日

Hi Jaxxon - thank you for your feedback on Trustpilot. Mile Auto's customer care teams are available on the phones M-F from 9am to 6pm in each US time zone. We closely monitor hold-times and disconnects to make sure our customers are well taken care of. Your experience is puzzling, and we regret the challenges you may have experienced. In order to ensure that you've received the assistance needed, please reach out to this email (customersuccess@mileauto.com) with your contact information, and we will have someone contact you promptly. Thank you. -Mile Auto Customer Success Team

Mile Auto からの回答

2025年7月24日

Hello Hugh,
Thanks for your feedback on TrustPilot. We are pleased that Mercedes Nanaimo was able to get your GLK back into shape without the need to replace the EGR. EGR replacement is costly, so we are glad to know it was fine.

Our claims team members work with hundreds of years/makes/models of vehicles, and certainly do not know a Mercedes GLK like a Mercedes Benz certified repair shop, so we are glad you got your vehicle to the Mercedes experts. We have shared your feedback with our claims team, so they now know a bit more about EGRs on GLKs. Thanks for sharing the info.

Best regards,
Mile Auto Customer Success

Mile Auto からの回答

2025年7月24日

Dear Damon,
thank you for your feedback posted on Trustpilot. We have reviewed your renewal and want to correct your understanding of the charges associated with your policy renewal.

First, $38.82 was owed for mileage your vehicle was driven during the prior term for which you had not yet been billed. Since you were with us for a full 6-month term, you will recall that Mile Auto charges a base monthly rate each month that does not change during the term, plus – in your specific case – 4.6 cents per mile. In the last month of your prior term, you drove 844 miles, which totals the $38.82 owed for the last month in your prior term.

With regard to the balance, just as we did for your initial 6-month term, you were charged an upfront $25 policy fee which is collected at the beginning of each term regardless of whether you continue for the full term or terminate the policy early. The balance of the fees are for our mileage capture and validation technologies, payment processing fees and an anti-theft fee required by the State of Texas. As a result, the refund you received is actually 87% of the base premium paid and mileage charges.

We hope this helps explain your particular situation. Mile Auto makes every effort to clearly share premium details and fees in each monthly statement, and we understand that charges for mileage in the prior term plus payments for the new term can create confusion.

Best regards,

Mile Auto Customer Success

Mile Auto からの回答

2025年6月13日

You're correct that Mile Auto does not currently offer insurance in California. However, that decision does not make us a fraud. The insurance industry is one of the most heavily regulated industries in the country, and we adhere to all state and federal regulations.

We are proud to serve tens of thousands of customers across the states where we are licensed, and we take great care in providing transparent, customer-focused service.

We appreciate your concern and are always happy to clarify how and where our services are available.

– Mile Auto Customer Success Team

Mile Auto からの回答

2025年5月28日

Hi Erica - thank you for sharing your feedback. Our team has looked into this issue and has generated an additional electronic refund (beyond what was previously refunded) for the mileage credit you should have received while your car was in the shop. When a car is unavailable for a mileage reading, our team is instructed to work with customers to make appropriate accommodations pending the availability of the next mileage reading. In your case, this did not happen, and we apologize. Our team is being re-trained on this based on your feedback. If you need anything further, please reach out to: customer.success@mileauto.com. Thank you.

- Mile Auto Customer Success

Mile Auto からの回答

2025年5月21日

Hi Jose,
Thanks for your feedback. When policies are up for renewal as was the case with your policy, when the renewal invoice is not paid, there is an immediate cancellation. We are pleased you were able to promptly find new insurance. Also, as you correctly mentioned, Mile Auto is no longer writing policies in California. Thank you.

-Mile Auto Customer Success

Mile Auto からの回答

2025年5月21日

Hi Ellie – We regret that you feel as though you’ve had a bad experience with Mile Auto. We make every effort fairly handle each claim submitted to us. We would like to get additional information to access your file to research it. If you would send your policy number or other identifying information to customer.success@mileauto.com and reference your Trustpilot review, we would greatly appreciate it. We will also pull up any call recordings that might be available to understand your concerns about how you were treated on a call. Our claims team is staffed by highly-trained individuals who are both professional and compassionate. If that’s not the case, it will be dealt with appropriately. Thank you for your feedback.

-Mile Auto Customer Success

Mile Auto からの回答

2025年5月21日

Hi Tim,
Thank you for your feedback. We can assure you that Mile Auto does not steal from customers. The insurance industry is highly regulated, and we would not be in business if we treated our customers inappropriately. There are tens of thousands of customers who trust us with their auto insurance. Please note: we cannot find a policy under the name you provided in your review, but would like to research your concerns. If you would send your policy number to customer.success@mileauto.com, we would very much like to understand and resolve any issues that might exist.

Thank you,

- Mile Auto Customer Success

Mile Auto からの回答

2025年5月21日

Hi Cindy – Thank you for your feedback. Proof of Insurance for Mile Auto policies is available 24/7 via our website at https://mileauto.com, under the “MyPolicy” tab, “Send Documents.” Would you please submit your policy number (using this email address: customer.success@mileauto.com) so that we may check on your refund? We cannot find an account listed under the name you provided in your review. Thank you.

-Mile Auto Customer Success