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 - San Antonio

  10999 W Interstate 10 Ste 600 San Antonio, TX 78230

  
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  Goosehead Insurance - Englewood

  169 Inverness Dr W Ste 100 Englewood, CO 80112

  
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  Goosehead Insurance

  4131 Worth Ave Ste 200 Columbus, OH 43219

  
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  Goosehead Insurance - Clearfork

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

  

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:01/02/2024

  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.

  My husband and I have used Goosehead Insurance as our brokerage for the last few years. In December 2023 I received an email from our insurance carrier, Progressive, that our vehicles were no longer covered. My husband immediately filed for the coverage we could afford at that point since the insurance company demanded a large lump sum due to a gap in coverage. The next week, our home was hit by a tornado. Due to damages incurred by the tornado, I filed claim with Progessive on our home and vehicles. The claims adjuster notified us that we did not have sufficient coverage on our vehicles to cover the repairs. When we contacted Goosehead, our insurance brokerage, they noted that someone had cancelled our auto policy without our permission. They have stated theyre working on it internally to resolve the issue, as our policy has now jumped from $179 per month for full coverage on both vehicles $247 for full coverage on my vehicle and solely collision on my husbands. We are STILL unable to get either vehicle repaired as Goosehead has stated they will backdate policies to ensure we can get them repaired. At this time, weve received no resolution or easing of financial burden. This has put an IMMENSELY large burden on my husband and myself just to attempt to repair the damages done to our vehicles and constantly contacting Goosehead to see if they will be correcting their errors.

  

  Business Response

  Date: 01/26/2024

  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:12/07/2023

  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 was automatically billed a home insurance policy back in May 2023 with a 200% increase in premium and I received NO NOTIFICATION of the change by mail nor email as I customarily did every year previous when there was no massive increase. I did not even receive a courtesy phone call for such a massive change. I only found out about the change 7 months later when my mortgage lender notified me.of a big increase in my momthly payment and as a result I am dire financial problems. Allstate and Goosehead were rude and not forthcoming with information regarding my case and I never saw any proof that they in fact acted in a legal way. It seemed to me that the goosehead agent just wanted to pocket a juicy little commission as proper notification would immediately trigger an insurance cancellation.

  

  Business Response

  Date: 01/26/2024

  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:11/13/2023

  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 12/19/2022, we paid $547.50 for 10 months of flood insurance premium through closing on our home. We signed all requested DocuSign forms to complete the transaction and received no further communication from Goosehead Insurance. However, in June 2023, our mortgage lender sent a letter informing us that proof of flood insurance had not been provided to them.We contacted Goosehead and were made to sign the identical DocuSign again (6/15/23), as it was confirmed that the original flood insurance was never issued. We were charged an additional $762 for flood insurance on 7/13/23, plus penalties from our lender of $512 on 7/18/23 for the lender to provide coverage. On 9/26/23, the lender charged an additional $161 for flood insurance as the new policy had a delay in coverage of one month.We have contacted Goosehead over ten times by email and phone since June to resolve this issue, seeking reimbursement for the original premium that never resulted in a policy, plus their delay resulting in a higher insurance premium, as well as the lender-imposed fees that resulted from not issuing the policy.In total, the direct impact of Goosehead not providing the policy totals $1435 in original premium, lender-imposed fees, and higher premiums due to delay in issuing the policy.We have been repeatedly told that our case is under review, but as it has now been over five months from original contact on this issue, and nearing a year since we provided them money and they did not issue the requested policy, we are seeking outside assistance in getting appropriate resolution and mediation on this case.Attached is a more complete outline of communications in an attempt to resolve this issue.

  

  Business Response

  Date: 01/26/2024

  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 was communicated directly to the client via email.

  Customer Answer

  Date: 01/27/2024

  I am rejecting this response because:   

  Goosehead Insurance did reach out with an unacceptable settlement offer requiring signing a non-disclosure agreement and only refunding a portion of the financial impact caused by their inaction. Since the original complaint, Goosehead again failed to deliver services agreed upon by their employees, and is now refusing to contact us further. We are seeking further legal remedies to the situation since Goosehead remains a challenge with no action and unsatisfactory responses. For the most recent example, we cancelled this flood insurance policy, executing the contract signed both by us and a Goosehead representative on December 4, 2023. However, Goosehead has failed to take action and the policy remains, withholding our rightful prorated refund declared in the contract. We have contacted them via phone multiple times to resolve this issue without a satisfactory response. They have stated that our issue has been escalated, and we requested an update once they had made progress. It has been nearly two months with no response and they continue to hold our funds by failing to execute agreed upon documents. Based on eight months of interactions to resolve this issue and the increasing amount owed by further failure to deliver agreed upon services, we feel we have no other recourse than to pursue resolution through the court system.

  

  Business Response

  Date: 02/07/2024

  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: 02/07/2024

  I am rejecting this response because:   I have not yet received any further written or verbal response from the business as they indicate in their statement. I have called multiple times since the last communication with Goosehead in December 2023, and their representatives have been unable to provide any further assistance. I have now retained legal counsel in this matter and will be pursuing further action via the court system since Goosehead remains uncooperative in resolving this matter.

• Initial Complaint

  Date:10/29/2023

  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.

  In May this year, this company reached out to let me know they will no longer provide ***** owners insurance to me due to pulling out of the area and offered to provide new insurance through another company. When the person over my account went on vacation, the person who I called to assist me did not end up placing the order for insurance at my request, and no one notified me it was not done till after my insurance had lapsed and I found out my mortgage company had not paid my insurance. They did not bother informing me that my insurance had lapsed due to them not receiving payment till after the fact and my mortgage company bought their own insurance at a much higher rate and charged me fees. This has caused my escrow on my mortgage to increase drastically, increasing my house payment.

  

  Business Response

  Date: 01/26/2024

  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:10/24/2023

  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.

  In August of 2022, I had started the process to purchase a house. My realtor recommended me to Goosehead Insurance to get homeowner's insurance. I decided then to switch my auto policies as well. I also decided I wanted to add my girlfriend's car to my policy. We got everything all put together to cover my new home, my car, my motorcycle, and my girlfriend's car. About a week later, I received a call from them telling me that I was unable to insure her car because we were not married and the car was in her father's name. This was new information to me and I did not know that rule. They told me we either need to get the car in her name or she would have to stay on her current insurance(with her parents). I told them don't worry about it, take it off and we would not insure hers just yet. In May of 2023, I traded in my car and bought a new truck and needed to insure that. I went on to make the change and noticed my girlfriend's car was still on there(I have autopay set and don't ever view the bills or receipts, I trusted they removed the car and made the price adjustment). As soon as I saw it, I made the call to my rep(********) and she told me that it was her fault and she would get that taken off and they would back date it to get my money back. Then she disappeared for 2 months. I could not get ahold of her through texts, calls, or ********* The service department would not help either, and said it had to be done with her. I got ahold of another person finally(*********************) who tried to help (this went on until July) but ultimately said "Allstate won't back date this." Then said I would get backdated to May and I have still not seen that. I have spoke to a *********************, a *****, and multiple people in their service department, and now I am being ignored by all of them. I have yet to receive anything they promised, but I still believe I should receive the full reimbursement for her car(*****) that was left on the policy after they told me I could not insure it.

  

  Business Response

  Date: 01/26/2024

  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:10/10/2023

  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 WOULD LIKE TO RECEIVED FULL REFUND MY INSURANCE AGENT WITH COMPANY ***** SOLD ME SOMETHING I DID NOT WANT HE SIGNED ME UP FOR SNAPSHOT WITHOUT MY KNOWLEDGE I WAS CONTACTED BY ********** AND TOLD THAT IF I DIDNT COMPLY WITH SNAP SHOT I WOULD BE CHARGED MORE , I CANCELLED THEM AND AM REQUESTING A FULL REFUND THEY ONLY GAVE ME A PARTIAL REFUND OF ******

  

  Business Response

  Date: 01/26/2024

  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:09/29/2023

  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 would like to bring to your attention a recent experience I had with Goosehead Insurance that has left me quite dissatisfied. On September 20, 2023, I contacted Goosehead Insurance to request an update to my policy. However, the requested changes were not processed until September 26, 2023, leaving me concerned about the efficiency of your services.Upon reviewing my updated policy, I noticed several discrepancies that have raised significant concerns. First, the new policy, which was allegedly prepared on September 26, 2023, indicated the existence of two policies when I logged into the application. One of these policies, identified by its policy number ending in 152, displayed an end date of October 9, 2023. I would appreciate an explanation as to why this end date was set for October 9, 2023, as it does not align with my expectations or the adjustments I requested.Furthermore, I am particularly troubled by the fact that I might be charged on September 30, 2023, despite the policy update. It is imperative that I do not incur any charges that are not in line with the revised policy terms.Lastly, the new policy, identified by its policy number ending in 249, does not accurately reflect the monthly Electronic Funds Transfer (EFT) payments that I specifically requested. Instead, it appears to reflect a lump sum payment, which is not in accordance with my preferences. This oversight is disappointing and raises concerns about the attention to detail from Goosehead Insurance agents.I trust that Goosehead Insurance takes customer satisfaction seriously and values the trust that policyholders place in your company. I kindly request a prompt and thorough investigation into these matters to rectify the discrepancies, ensure that I am not charged incorrectly on September 30, 2023, and confirm that my payment preferences for monthly EFT payments are properly reflected in my policy.I look forward to a swift resolution to this matter and hope that my future interactions with Goosehead Insurance will be more in line with the level of service and attention to detail that I expect from a reputable insurance provider.Thank you for your prompt attention to this issue.Sincerely,******

  

  Business Response

  Date: 01/26/2024

  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: 01/26/2024

  I am rejecting this response because: the response is vague.

  

  Business Response

  Date: 02/01/2024

  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:09/19/2023

  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 was quoted $1454.10 for 1 year of car insurance if I paid in full. The money was taken from my bank account on 8/18. One week later I received an email stating that another ****** was being taken from my account on 9/17. since the previous amount was incorrect. This is bait and switch. They are telling me now that it was a computer glitch and I owe ******. However; I have to pay ****** to show my policy is paid in full. I totally dont understand this. I have emailed and called so many people and no one responds.I am a senior citizen on a fixed income. I cant afford this, and the stress is reeking havoc on my health Please help me. Please!

  

  Business Response

  Date: 01/26/2024

  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:09/15/2023

  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.

  ******** contacted me to upgrade my policy and in doing so actually down graded my coverage. None of this came to light until I made a claim and was denied payment for damages. Later finding out that they claimed I signed documents when I didn't, yet some reason the agent that did this is no longer with them. Company admitted this was their wrong and won't fix the situation. ************************* was the last agent spoke to and was very unprofessional. I've requested a .anger several times now and nothing. Why would I pay for coverage on other structures but agree and sign and exclusion for my only other structure.

  

  Business Response

  Date: 01/26/2024

  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:09/07/2023

  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've been trying to get in touch with an agent since 7/31/23. Someone finally answered 14 days later and did not cancel the policy as requested, and never heard back when asked to proceed with the cancelation. I then reached out via phone in two different times, and it's been a hassle. Every year they inflate the premiums so you can pay the "re shopping fee" and it is just a scam. I am tired of them. I wish my realtor had not given them my information. They were so persistent and attentive at the beginning that I gave them all my business. When I learned they charge a "shopping fee" for each policy, I wanted to cancel the transaction, but they talked me into staying, and assured me that I would not have to pay another shopping fee for about 3 years. I have had to pay a re-shopping fee every year! They made it difficult to leave them and I have stayed but no more. Be aware of them!

  

  Business Response

  Date: 01/26/2024

  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.