Complaints

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• Initial Complaint

  Date:09/09/2024

  Type:Billing 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 have had insurance through First Harvest Insurance of Tulsa for quite some time now. Recently I added a vehicle to the policy and my premium nearly doubled. I found another insurance company who offered the same coverage for a fraction of the premium I received from Ronnie **** at First Harvest Insurance of Tulsa. I politely called the reception at First Harvest and requested to cancel my insurance approximately 10 days prior to my renewal. She stated that she would have Ronnie handle this. The following day, I reached out to make sure this was handled. The reception stated that this was cancelled. I explained that I had automatic payment set up on my account and I would like to make sure this was cancelled so the policy did not charge me for a renewal. The reception stated that this was handled without issue. On the morning of 8/30, I realized that $609 had been charged to my account. I immediately called First Harvest to find out the issue. The reception blamed it on the insurance company and said it wasn't their fault. I requested to speak to Ronnie and she stated he was not available. I told her I needed him to contact me at his earliest convenience. She then agreed and hung up on me. Mind you, no profanity was used, no threats were made, nothing out of the way other than a disgruntled customer had taken place. Approximately one hour later, Ronnie **** called me and proceeded to curse at me over and over again. He proceeded to speak extremely vulgar and threatens me that he is going to cancel all of my coverage I have with the various different insurance companies I have coverage with then he hangs up on me. He accused me of cursing out his reception (not one curse word was ever spoken to her). I would assume all phone calls are recorded for "quality and training purposes". I would like a refund for my coverage that was cancelled, but charged. I would also like to ensure that he has no ability to cancel my coverage that I have with the insurance companies.

  Business Response

  Date: 09/09/2024

  Thank you for letting me know. We have attempted multiple times to explain the payment process with Mr. ****** We indeed did receive his cancellation request and processed within a timely manner. Unfortunately we actually do not process payments in our agency as that is all completed on the carrier side of things. Sometimes the carriers system takes time to process which is what happened in this case. Their automatic payment process was already in motion by the time the cancellation was recognized on the carriers end so they pulled the payment that was automatically scheduled (which he signed up for with the carrier). This was the last business day before the Labor Day weekend Holiday to the automatic refund from the carrier did not start until 9/4 which i did explain to Mr. ***** before he made this complaint. When my assistant and I both tried to explain this to Mr. ****** we received inappropriate communication that I explained to Mr. ***** will not be tolerated at my office. I have a written explanation from my Assistant that explains her experience with him. My assistant is a retired police officer who does not get rattled easily (Mr. ***** does not know this...)  but after their phone call, she felt the need to research how long it would take him to get to our office because he threatened her and stated she better have a check in hand for him when he shows up. I received a text from my assistant (I was in a previously scheduled meeting) to call her ASAP. I called her as soon as i saw the text and after learning about her experience, I contacted Mr. ***** to explain our lack of tolerance for his inappropriate behavior and attempted to explain, again, the fact that we do not process payments in our office and that we could not legally write him a check for money that we did not collect and that the premium would automatically be refunded by the carrier. I'm not sure he heard any of this as he was talking over me the whole conversation so once I stated what needed to be said, I ended the conversation. Mr. ***** did not come to our office that we know of. We do understand Mr. ******* frustrations as it relates to the payment being pulled but after explaining multiple times that we unfortunately had done everything as requested on our end. After receiving repeated inappropriate communications, we explained to Mr. ***** that we would no longer address this and to please refrain from contacting our office unless we could assist him with any of his other policies that he has decided to keep at our office even though we encouraged him to request an Agent of Record change with another Agent who has access to service his policies with his carrier.

  We feel Mr. ***** is simply frustrated at the payment that was pulled which is understandable. However, his lack of understanding to how the payments are processed with the carrier and unwillingness to listen to our explanation is what has caused this complaint. He should have already received his refund from the carrier as today is 9/9 and the refund started to process on 9/4 per the carriers site. Please let me know if I can help further or if you would like some of the additional statements that have been made by my team.

  Customer Answer

  Date: 09/10/2024

  I am rejecting this response because:   This is a complete misrepresentation of the events that occurred regarding the insurance cancellation. Ronnie **** threatened me and he is on the verge of a defamation lawsuit also. I have contacted the *** and informed them of the threats and the way he spoke to me as well as my attorney. They informed me that the threats he made are completely illegal. As I have mentioned to Ronnie ****, the phone calls should be recorded, they will clearly show that his assistant was never threatened as well as Ive never made a attempt to show up to his office. (I dont even know where his office is located). As I stated, his explanation of events that occurred are completely false. The recordings should also show that he was yelling at me and threatening me to the point that I could not get a word in. He is a bully, and he finally ran into someone that isnt going to just let him be a bully without repercussions. The *** is also investigating the issue. I have still not received a refund. I cancelled my policy 10 days prior to the withdrawal date. I called back to confirm the payment would not be taken out, his assistant assured me that it was taken care of and no payment would be taken out. 

  Business Response

  Date: 09/10/2024

  Thank you for letting me know. I never threatened Mr. ****** I'm not quite sure what i would threaten him with but he has made claims that i threatened to cancel his policies. If that is what he is referencing, I absolutely never did but did ask him to seek an agent of record change with another agent to handle his existing policies or to find another carrier and for him to cancel his other policies after switching. I believe Mr. ***** is simply misunderstanding since he could not hear what I was saying due to talking over me when i called. 

  Customer Answer

  Date: 09/17/2024

  I am rejecting this response because:   Not only has he lied about every sequence of events, ******** informed me that his cancellation request was put in over a week after I actually requested. Causing my refund to be approximately $200 short of what it should legally be.