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:02/28/2024

  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.

  On February 5, 2024, I called the Jodi Sarntee Agency and spoke with ******* about changing the withdrawal dates on my premiums to 2 days later. She told me that my policies had to be rewritten to do this. I said okay but called the American Family's main office to see if I could avoid a rewrite. I couldn't. I called the Jodi Sarntee Agency back within a few minutes and spoke with *********************. We talked about what was going on and he asked if I had called the main office and I said yes. I told him to cancel my request to change the date of withdrawals involving the rewrite that I had asked for a few minute before. Just to make sure I said "I do not give my permission for a rewrite of my policies." I said this because ******* had asked if she had my permission and I assumed it was a prerequisite for action. He did not forward my request to cancel and ******* proceeded to rewrite my policies. I only found out when **** Sarntee called me to tell me the changes. I was shocked that my request was not honored. **** called **** and she then told me he verified the conversation that I wanted to cancel the rewrite. She said the policies would change in May anyway and doing it earlier would not be very costly. I pressed her for the amount I would have to pay extra for the early rewrite and it was over $600.00. I told her I was not responsible for **** not stopping the action on my policies especially since it took her about 4 days to complete the changes. I have been told many times that I can call the office and anyone can help me indicating they all work together.I told her I was not responsible for over $600.00 and she needed to take care of it on her end. She said it wasn't handled right but it got done anyway and I was going to have to pay for it.Describe what you would consider to be a fair resolution to your complaint.I want the responsible party, the Jodi Sarntee Agency, to be accountable for their actions and not force me to pay for their mistake. I have many policies, a car, 4 rental properties, a home, and an umbrella. I have been with the company for many years and have always paid my premiums. I do not want to have to pay $600.00 plus to keep my policies to stay with **************************

  Business Response

  Date: 02/28/2024

  *******,  I am sorry that all of this has taken place.  You had previously called our office and called the corporate office and were told many times that if you change your due date on your policies then they will be rewritten and that will cause an increase in premium due to rate increases.  (Which would normally happen at the next renewal).  When you called our office again and insisted on the date being changed against our advice ******* started working on such a change.  Once it is started it does take a long time.  I am sorry that when you called back, and **** did not realize that this was already requested, or he would have told you such. Overall, we worked very hard to do what you wanted which was change the date and even if we change the date back it will pull in the rate increase.  At least this way you get the due date you want.  We have spent hours upon hours of time trying to get them the way you want.   I am sorry for your dissatisfaction!  

  Customer Answer

  Date: 02/28/2024

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

  Customer Answer

  Date: 02/28/2024

  I would like to see the response from the Agency.