Complaints

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• Initial Complaint

  Date:01/18/2024

  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.

  Stay away from this very hostile agency, examples are as follows with this agency;If you call for question about changing policy limits and want a quote only, they will change your policy without your permission, which intern causes underwriter to send you a bill. Then underwriter cancels your policy when you don't pay because you never ordered a change, and then you can wait and hope you get reinstated. This took several months to resolve.If you call for a question or problem, plan on waiting a minimum of 48 hrs. Owner blames high traffic calls because of insurance industry changes. Lets me remind people, (those changes been ongoing for a few years now) and owner gets very irate when you suggest he hires more people.When you call to understand a change in your policy or requirement from underwriter, they get all hostile, give you wrong information and then lie about what was said. Then they hang up on you. You have to call underwriter directly (which I did) and they gave a very quick and simple answer.Owner and staff fails at de-escalating issues, fail at customer satisfaction, along with not being to trust your own agent because they provide false information to policyholder and tries to pass blame to the underwriter then just hang up.

  Business Response

  Date: 01/18/2024

  The person filing the complaint is not the insured. He is handling affairs for a relative. Which for 4 years we serviced the client, and ******. We document all calls. And we have a long history of ****** calling and being rude to all members of the staff. I personally the owner of the agency have dealt with him numerous times, and he refuses to listen to what he is told about how the insurance industry works.

  Today he called due to a notice he got regarding a recent rule change by Citizens that says you must show proof of either primary residency, or an annual tenant. If you do not do so then upon the next renewal you are subject by Citizens to a rate increase. I heard my staff member no less than 10 times tell ****** all he has to do is provide a copy of the lease, and that will solve the issue. He kept my staff member on the phone for 28 minutes for a call that should be 3 to 5 minutes at best. Throughout the call he kept going in circles about not wanting to provide the information. He kept saying he is outraged his premium is increasing. He was informed countless times that his rate would not change until June, and he had plenty of time to provide this information. And if he could send us the information today we would have it solved within 3 to 5 days. 

  He then hung up on that member of the staff because he insists on being rude, and combative. I had a discussion with my staff member that if he calls back I will deal with him since he was so nasty to my staff member, that my staff member was practically in tears. 

  About 10 minutes later Citizens insurance company called with him on the line. I informed Citizens I was well aware of why he was calling, they informed him he need to provide the lease. I stated I had a customer in my office, and when I finished in 5 minutes I would call back.

  I called him back roughly 5 minutes later. He immediately started telling me how my staff was stupid and didn't know what they were doing. I let him vent for about 2 minutes and then he stopped. I then said, I have let you speak do you want to say anything else before I weigh in on the issues. He said no. So I then explained i heard the entire phone call he had with my staff member, and that staff member informed him properly he had to supply a lease in order to prevent the rate increase. He told me we already have the lease. I informed him no we never had the lease nor would we ever ask for it, because it was never needed in the past. The only reason it is needed now is they want to add this surcharge unless he has an annual tenant or the home is owner occupied. So again since we never had the lease, he simply needs to send us a copy. He complained he didn't want to send it, and I said I can't help you if you don't send it to me. 

  He then wanted to complain that my staff told him that if he wanted to talk to his agent that wrote the policy he would have to wait 24 to 48 hours. And he was irate that he couldn't talk to his agent immediately. I stated due to the massive amount of issues facing the insurance industry, that every client is calling their agent, and no agency can keep up with the phone calls. So we have to get back to people. I asked if you call your Dr does the Dr get on the phone immediately. His answer was of course yes I have his cell phone and he is a friend. I said yes but that is not the norm as most people have to make an appointment to talk to the Dr let alone get them on the phone. And I said that if he did not like the fact that the agent he works with can't take his call immediately upon him calling in, that I the owner of the agent can't take my clients calls immediately. As it would be rude for me to hang up on the client I am talking to take his call as if he is the only client we have. He said I don't know how to run my business. I stated I have had numerous calls in the past where he is a very argumentative person who seems to only like to cause problems instead of listen to the solution. And I suggested he should look into find another agent that will answer his call immediately. He said he would do just that. I am more than fine having a client leave my agency if they want to be disruptive and rude my staff and me. But then he started to yell at me and I said I am not going to sit here and listen to you yell at me. You do not want to listen, and already said you going to get a new agent so I am hanging up now. He was yelling the whole time so I doubt he could hear anything. So yes I then proceeded to hang up. 

  Thank you for contacting me as you stated to get both sides of the story. Feel free to contact any of my staff in both of my offices to provide details as to the numerous complaints they have put in our data base regarding this client over the past 4 years.