Complaints

This profile includes complaints for Goosehead Insurance Agency, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Goosehead Insurance Agency, LLC has 14 locations, listed below.

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  Goosehead Insurance Agency, LLC

  1500 Solana Blvd STE 4500 Westlake, TX 76262-7314

  
• 

  Goosehead Insurance - Chicago

  6300 N River Rd Ste 500 Rosemont, IL 60018

  
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  Goosehead Insurance - Clearfork

  5600 Clearfork Main Street Ste. 110 Fort Worth, TX 76107

  
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  Goosehead Insurance Agency, LLC

  1330 Lake Robbins Dr Ste 350 The Woodlands, TX 77380

  
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  Goosehead Insurance Agency, LLC

  10100 Katy Freeway, Ste. 425 Houston, TX 77043

  

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:06/27/2025

  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.

  I recently discovered that my auto policy coverage had been changed back in August 2024, as indicated on the Root app. I am financing a vehicle, and somehow, collision and comprehensive coverage were removed? I never changed my policy, and I did not authorize the change. The change did reduce my premium, and, like most people, I did not check my policy; I assumed my premium had lowered because I had not made a claim. I inquired after realizing the policy change, and neither Root nor Gooseherd could tell me how my policy had changed; their system had never been alerted to the change. I am lost, confused, and possibly liable. I would like to know if this has happened to anyone else.

  

  Business Response

  Date: 06/30/2025

  We have received the complaint and appreciate the opportunity to respond to our clients inquiry. Due to privacy concerns, we are unable to post a reply for public viewing, though a detailed response will be communicated directly to the client via email.

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair 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.

  This company did everything wrong possible. Besides waste hours of my time on the phone trying to identify the error it took over 3 weeks to get them to admit their fault. They did not remove a vehicle from my insurance policy after it was moved to ********. Then after providing all the requested documents proving I was double insured, no response for over 3 weeks. Finally I reached a person that was able to file the reimbursement claim, however, during this process another error on their side was made. They cancelled the policy on a vehicle I did still want to remain covered. So I was driving a vehicle unknowingly without coverage. Thankfully nothing happened, but I would never trust this company to write insurance policies. On top of all this, they never notified me of a lapse of payments on the original policy for 3 months, billed me for this, and sent me to collections. They are an absolute disgrace to the industry and should be removed from all insurance carriers as brokers.

  

  Business Response

  Date: 06/17/2025

  We have received the complaint and appreciate the opportunity to respond to our client’s inquiry. Due to privacy concerns, we are unable to post a reply for public viewing, though a detailed response will be communicated directly to the client via email.

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair 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.

  On 05/13/2025 I received an email saying my homeowners insurance was increasing by $1,726. I called, and was told that if I bundled my auto insurance I would get a $400 discount. The *** shopped my auto insurance, and I switched to get the bundle. I looked at my mortgage docs, and the amount paid was the same amount it would have been before the bundle. I called Goosehead, and was told it would be escalated. The escalation team told me that I already had the bundle, and was already getting the bundle discount amount of $400 off the homeowners policy. My issue is I only shopped my insurance to get the discount. If I had been told correctly that I already had the bundle. I wouldn't have had the *** shop for auto. I asked could I have my agency fee refunded since the only reason I asked to shop for auto was to get the bundle. I was told the fee was non refundable. I paid $99 for nothing if I was told the correct information to begin with I would have just dealt with that. My auto insurance is around the same as I was paying with my prior provider.

  

  Business Response

  Date: 06/16/2025

  We have received the complaint and appreciate the opportunity to respond to our client’s inquiry. Due to privacy concerns, we are unable to post a reply for public viewing, though a detailed response will be communicated directly to the client via email.

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair 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.

  Goosehead / safe co insurance doesn't properly bill for auto insurance. Stating the first payment made when you sign up for insurance is a deposit and it will not be refunded. I took a vehicle off my policy and changed premiums. They did not prorate the amount for the remainder of the billing cycle. Everytime you call there's a different policy on how they bill. I ha e requested a supervisor call me 3 times and I ha e still not received a call back.

  

  Business Response

  Date: 06/06/2025

  
  We have received the complaint and appreciate the opportunity to respond to our clients inquiry. Due to privacy concerns, we are unable to post a reply for public viewing, though a detailed response will be communicated directly to the client via email

• Initial Complaint

  Date:05/31/2025

  Type:Product 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.

  Goosehead procured for us a home policy that was quickly canceled by the carrier, and the agent was unable or unwilling to find us a replacement policy, requiring me to scramble at the last minute to find one elsewhere. We have been with Goosehead since 2018. When our home insurance premium more than doubled in January 2025, Goosehead provided us with no notice of this or any advice as to how to proceed. I reached out to Goosehead for help, only to learn that our agent had left the company. A different agent was assigned to our account. He obtained new home and auto insurance policies for us through Travelers. Two weeks later, Travelers informed us it was canceling our home policy, citing underwriting concerns about our roof, which is only five years old. When I contacted Goosehead, our agents advice was to replace our roof -- an ordeal that would cost us many thousands of dollars without any indication as to whether it would satisfy Travelers' underwriting requirements. I asked him to find us another home policy. He did not. I then requested a refund of the $199 broker fee I paid Goosehead in March 2025. The company refused to refund any portion of that unearned fee.

  

  Business Response

  Date: 06/02/2025

  We have received the complaint and appreciate the opportunity to respond to our clients inquiry. Due to privacy concerns, we are unable to post a reply for public viewing, though a detailed response will be communicated directly to the client via email.

  Customer Answer

  Date: 06/03/2025

  I am rejecting this because the business did not include a response to my complaint, citing "privacy" concerns. Instead, the company said it would send a message to my private email, thus entirely circumventing this well-established and proper process. In addition, I have not received an email from the company, responding to this matter.   

  

  Business Response

  Date: 06/06/2025

  We have received the complaint and appreciate the opportunity to respond to our clients inquiry. Due to privacy concerns, we are unable to post a reply for public viewing, though a detailed response has been communicated directly to the client.

  Customer Answer

  Date: 06/14/2025

  I am rejecting this response because the business has not made any attempt to find a resolution. 

  Customer Answer

  Date: 06/18/2025

  Hello. The business sent me a refund, as requested. This concludes the matter to my satisfaction. Thank you very much for your help with this issue. 

• Initial Complaint

  Date:05/30/2025

  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 issued on May 6, 2025 two payments via my *************** account with electronic payments directly to Progressive Insurance. Progressive and Goosehead said they have not received payment and have proceeded to cancel my policies. No body at Goosehead or Progressive want to acknowledge payments and have verification from *************** payments were made for both policies. Bottomline Goosehead sales policies but does not take responsibility for accounting of services. Now they are asking me to pay again for the policies via credit card. Goosehead is basically a pusher of paper and all care is about making a sale. Now *********** has proceeded to cancel my policies for both properties.

  

  Business Response

  Date: 05/30/2025

  We have received the complaint and appreciate the opportunity to respond to our clients inquiry. Due to privacy concerns, we are unable to post a reply for public viewing, though a detailed response will be communicated directly to the client via email.

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair 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 bought a home and goosehead was recommended to me as an option by my lender. I got a letter from goosehead saying they were cancelling my flood policy, and I told my lender, while they were looking into it and couldnt reach them, I got another notice saying both my home and flood were cancelled. It turns out goosehead never payed universal (insurance) so they cancelled. Both my lender and I have been unable to reach them either agent or corporate. I had even scheduled a customer service call and they never called me.

  

  Business Response

  Date: 05/13/2025

  We have received the complaint and appreciate the opportunity to respond to our clients inquiry. Due to privacy concerns, we are unable to post a reply for public viewing, though a detailed response will be communicated directly to the client via email.

• Initial Complaint

  Date:04/29/2025

  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.

  Goosehead Insurance agency was my representing agent for Safeco Insurance. I asked for a quote to be ran fir my daughter who I was considering adding to my previous policy with Safeco Insurance company. After they came back with a high number, I shopped a variety of quotes through a different agency with much better results. I then reached out to Goosehead agency and asked them to please stop all automatic payments for my previous policy (that was paid up until 2/22/25) and not to add any changes/drivers at that cost to my policy. Unfortunately ******** only halted the auto payments but did not cancel the changes to my policy. They were unable to collect the ******, as they retrograde my policy date back to 1/29/25 after policy was canceled leaving me with a balance of ****** and now a negative reflection on my husband's credit report, falsely. I will not pay for an error that wasn't of my doing!

  

  Business Response

  Date: 04/30/2025

  We have received the complaint and appreciate the opportunity to respond to our clients inquiry. Due to privacy concerns, we are unable to post a reply for public viewing, though a detailed response will be communicated directly to the client via email.

• Initial Complaint

  Date:04/16/2025

  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.

  On the 24th of march signed up with goosehead insurance for homeowners policy on my upcoming home purchase. Closed on April 1st on new home. Check was mailed April 1st. Check was cashed April 10th was sent a threat of cancelation on the 10th for no payment. Called confused they said my policy was already canceled. So now I don't have homeowners insurance and they are refusing to send me my money back. They say I will get a call back. It never happens. They say 24 to 48 hrs for the finance department to send a check. Next representative says there is no finance department. I need my almost 1500 dollars back so I can get homeowners insurance back.

  

  Business Response

  Date: 04/16/2025

  We have received the complaint and appreciate the opportunity to respond to our clients inquiry. Due to privacy concerns, we are unable to post a reply for public viewing, though a detailed response will be communicated directly to the client via email.

  Customer Answer

  Date: 04/18/2025

  I am rejecting this response because: after I got a lovely call from ****** ****.   My complaint is stronger than ever.     Your company has no customer service.   I called the number on your email and talked to someone who had no idea why I called.   So I emailed.  And was informed ***** hours I would be gotten back to.   ****** **** finally calls and proceeds to lie and argue with me.   Then when I am just done arguing and hang up he sends an email informing me that I now owe 292 dollars when I was paid in full an hour before.   So he must have taken away my discounts.     I am done.    I have spent days dealing with this and I am done.   I then had to call back to figure out the 292 to learn what he wrote in my file which was more lies.   Please listen to the phonecall

  

  Business Response

  Date: 04/21/2025

  We have received the complaint and appreciate the opportunity to respond to our clients inquiry. Due to privacy concerns, we are unable to post a reply for public viewing, though a detailed response will be communicated directly to the client via email.

• Initial Complaint

  Date:04/07/2025

  Type:Product 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 this company since 2020. When buying my house and signing the policy, I saw charges the agent never disclosed or talked to me about, in fact he told me I would be paying nothing at closing to them. Fast forward and I see hundreds of dollars charged to me for Goosehead. When I asked the agent, he said " That's how I feed my family so you are just going to have to pay it". Fast forward to 2023, I sell my house and move to ******* and am searching for a different policy. The agent that I had previously will not respond, and I am trying to get in touch with Goosehead in order to switch before my renewal. I can't get a response and am told that I need to wait for a response from an agent. I waited weeks and had to continuously call back to get someone, I was never given the call that I was promised. Once I finally got someone on the phone it was weeks later. I got a new car 5 months after I originally moved and called to change my auto policy. Surprise surprise, my agent was not answering and I had to get a support ticket in to be assigned to another agent that took days to get a response back. I had to continuously call again. I moved to ** in 2024 and had the same issue yet again. I changed the policy, and was fine until I realized last month that I was having 3 payments taken out of my account, and an umbrella policy that was never explained to me being even more money than my actual renters insurance. Now, I am getting sent multiple emails and texts from multiple agents at goosehead that surprise: DONT ANSWER yet again. I have been trying for weeks to get in contact and have not heard back. I finally got through on 4.4.25 to put a service ticket in and was told I would hear back today: My renewal (big problem!!) and have not. I have yet again had to call and am being told by the service agent ***** that I need to wait to hear back and there are no managers to tal to me. HORRIBLE CUSTOMER SERVICE!! I want a refund of all the policy fees I have paid to you.

  

  Business Response

  Date: 04/09/2025

  We have received the complaint and appreciate the opportunity to respond to our clients inquiry. Due to privacy concerns, we are unable to post a reply for public viewing, though a detailed response will be communicated directly to the client via email.