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

  1500 Solana Blvd STE 4500 Westlake, TX 76262-7314

  
• 

  Goosehead insurance Agency LLC

  6649 Westwood Blvd Suite 200 Orlando, FL 32821

  
• 

  Goosehead Insurance - North Austin

  9606 N Mopac Expy Ste 900 Austin, TX 78731

  
• 

  Goosehead Insurance Agency, LLC

  3401 Olympus Blvd STE 440 Coppell, TX 75019

  
• 

  Goosehead Insurance

  4131 Worth Ave Ste 200 Columbus, OH 43219

  

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: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.

  My homeowners insurance was canceled without any prior notice and in turn I cannot afford my home because I cannot afford homeowners insurance that is 3x the policy I was originally given because there is now a lapse in coverage that I was not able properly rectify before cancellation. My original 2.5k payment also hasnt been refunded. Please see below email summarizing I have sent - prior this I have already advised this multiple times. By law I was supposed to be given notification at least 30 days prior to cancellation and it could not be cancelled after 60 days from closing. This happened one day prior to the 60 day ***** Absolutely nothing has been done except try to sell me on policies for 7k(+). My original policy was cancelled due to the type of roof of my home. Something that should have been caught prior to finalizing the policy. As I have been saying I absolutely was not notified of this whatsoever. Your company did not notify in any way. I was advised this was mailed but again, nothing was received and there were no subsequent attempts. This has been greatly mishandled by all parties and there has to be some sort of recourse. I have done nothing wrong and I have also not been given the opportunity to find any kind of solution in the time I was supposed to have been given. On the date of the letter you attached (7/24) I had even reached out to you all about my alarm installation. And then supplied the documents needed in the following days. This was never addressed even after the notice was supposedly issued, when I was in contact with you all. I am now facing policies that are 3 times the cost that I cannot afford, due to negligence on your side. This has to be made right. I trusted you all with my business, money, ect to be of assistance and provide professional guidance on my insurance. This has not been provided. And now I am paying the price by putting my trust in your company. Please advise on what will be done to rectify this.

  

  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:08/28/2023

  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 reached out to Goosehead Insurance for an auto insurance policy. They setup the policy and received payment from me. Before the policy became effective, they cancelled the policy without my knowledge. When I realized the policy had been cancelled, I reached out to reinstate the policy or to provide me with a full refund. At that time, they let me know that they would refund me in full for what was paid. They only refunded me partial amount even though the policy date had not become effective yet. I reached out to get the full refund in which they said they would refund, but they have not and its been over a week. Since then, they have refused to communicate with me regarding the issue. This is fraud.

  

  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:08/21/2023

  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.

  Hello,I have recently cancelled my home insurance policy through Goosehead insurance. Prior to cancelling I had called and asked if there was any early termination charges that would be associated with my policy where I was informed there were no early cancellation penalties or charges, which I then requested the cancellation paperwork and signed and sent in. I called back a week later wondering when the refund check for remainder of policy would be sent, where is was informed that instead of remaining balance I was going to receive 25% less due to minimum earned premium for policy as listed on declarations page which I do see on my policy declarations page. I understand that the company writing the policy is only refunding me $4700 instead of close to $6,400. My dispute is with Goosehead themselves who had informed me there was not going to be an early cancellation premium/charges, otherwise I would have waited for 3 months and then cancelled. I have made multiple phone calls to company in which they have reviewed conversation because it was on recorded line. Had multiple associates review call and transcript of call and admitted yes you were told there would be no charges, in which time they escalated my issue to management. They reached out and informed me because of the policy stated minimum 25% that there was nothing they were going to do despite being misinformed. They told me they were going to handle associate who told me incorrectly, but by law there was nothing I could do and they werent going to take accountability and refund me the difference for their associates mistake. I requested all documents and transcript from the phone call. They are refusing to send me internal transcript and refusing to refund me the difference. I have spoken to lawyer about issue and they would have to subpoena request those transcripts if they are unwilling to share. I have multiple emails back and forth. I just want them to do what is right and refund the difference.

  Customer Answer

  Date: 08/21/2023

  Hello, Please see email correspondence back and forth with myself and Goosehead Insurance which outlines in detail my dispute with them.  I will also send over documents related to my policy as well. Thank you.

  Hi *******,
  
  
  I called on 8/3 prior to cancelling policy and specifically asked ***************************** your associate on the phone, if there was any early cancellation fee or charges associated with cancelling policy early. If you review the phone call you will see she informed me there was not any charges. I then called on 8/15 to see when the check for remainder of policy would be issued. I was sent a rundown of what would be sent back to me from RT Specialty via another associate, which is where I began to question the charges due to my call on 8/3. Your associate didnt know and gave me RT accounting phone number. After speaking with them I was redirected to call you all back. I then spoke to a ********************* and went over the issue of being misinformed by ******* on 8/3 prior to canceling policy that there would be no charges. She had reviewed the phone call from 8/3 and we had been disconnected some how. I then called back and spoke to a male associate and he pulled up policy reviewed all of the notes as well as the phone call from 8/3 with ******* and confirmed I had asked the question about early termination policy charge in which she had told me there were no charges and told me that ***********;had already escalated the issue to management and I should be expecting a call back from manager within the day. Within the hour I spoke to ******* who had informed me of the 25% premium charge listed on declarations page. He had said that ******** manager was spoken too as well as her about misinforming me of no early termination charge. He apologized for being told incorrectly.  I had let him know my issue was with Goosehead for telling me there would be no charge prior to me being sent cancellation paperwork not RT Dpecialty. I would not have signed paperwork if I knew that I would be charged which is why I specifically asked those questions. I told him that Goosehead should reimburse me the difference of the money minus taxes and coverage for the 13 or 14 days of coverage, which I totally understand I would be liable for. He then preceded to let me know that you all would not be doing anything and the policy states that on declarations page and by law there was nothing I could do anyway. I had told him that you all should make it right and make up the difference for misinforming me. He said he would send me all documentation regarding my policy and would reach out to ******************;****** my agent. I had then asked for transcripts of the call from 8/3 so I could have them for my records to discuss with someone above him, where I was informed he would escalate my issue, but I probably would not hear back from anyone and you all werent going to do anything about it. All I am asking your company to do is own the mistake made by your associate and refund me the difference. I have called back the last 3 days awaiting a phone call from manager. In the time being, I have spoken to my lawyer in regards to this and he had informed to ask you all at this point if he needed to send subpoena to acquire transcripts from the phone call I had requested, since you all are unwilling to share at this point. He had also pointed out to me that they have listed the wrong agent on my insurance renewal paperwork and typically when a company does this is to keep it in automatic renewal for the mortgage company so they dont have rewrite policy, which is illegal since my agent is *** ************************* not ***************************. He had told me to wait to hear back from manager and see if this could be resolved amicably. So here we are, and all I am asking Goosehead Insurance to do is take accountability for the mistake your associate made and cut a check for the difference I am owed. I will continue to pursue this matter until it is resolved. Let me know what your resolution will be, so I know how I will be moving forward. 
  
  
  Thank you,
  
  
  *******************
  
  
  Sent from Yahoo Mail for iPhone
  
  
  Show original message
  
  
  
  
  Goosehead Insurance <******************************>
  To:********************
  
  Fri, Aug 18 at 3:06 PM
  
  
  Good afternoon,
  
  Again, we are unable to provide any internal material to clients so my response stays the same.
  
  Regarding your statement about the agent listed on your policy, it is not incorrect as Goosehead Insurance is your agent. The reason your policy was reassigned from *************************** to ********************* ****** is because **** no longer works for our agency, so the previously suggested reasoning was misguided. Additionally, those two producers being listed on the policy are interchangeable as Goosehead as a whole is the agent of record.
  
  I understand your frustration in the matter, however there is no further action from Goosehead at this time as there are signed documents confirming your understanding of the policy stipulations. 
  
  Best wishes, 
  *******************************
  Service Manager
  Agency License #*******
  
  ******************************************************
  Need Service? Click Here
   
  This electronic mail transmission contains confidential information intended only for the initial addressee(s). Any use, distribution, copying or disclosure by any other person is strictly prohibited. If you received this transmission in error, please notify the sender by reply e-mail and then destroy the message. Personal information sent over e-mail to Goosehead will be tracked in accordance with our Privacy Policy.
  
  
  --------------- Original Message ---------------
  From: ******************* [*****************************]
  Sent: 8/18/2023 12:19 PM
  To: ******************************
  Subject: Re: Goosehead Insurance - Requested Documents
  
  Hi *******,
  
  I called on 8/3 prior to cancelling policy and specifically asked ***************************** your associate on the phone, if there was any early cancellation fee or charges associated with cancelling policy early. If you review the phone call you will see she informed me there was not any charges. I then called on 8/15 to see when the check for remainder of policy would be issued. I was sent a rundown of what would be sent back to me from RT Specialty via another associate, which is where I began to question the charges due to my call on 8/3. Your associate didnt know and gave me RT accounting phone number. After speaking with them I was redirected to call you all back. I then spoke to a ********************* and went over the issue of being misinformed by ******* on 8/3 prior to canceling policy that there would be no charges. She had reviewed the phone call from 8/3 and we had been disconnected some how. I then called back and spoke to a male associate and he pulled up policy reviewed all of the notes as well as the phone call from 8/3 with ******* and confirmed I had asked the question about early termination policy charge in which she had told me there were no charges and told me that ***********;had already escalated the issue to management and I should be expecting a call back from manager within the day. Within the hour I spoke to ******* who had informed me of the 25% premium charge listed on declarations page. He had said that ******** manager was spoken too as well as her about misinforming me of no early termination charge. He apologized for being told incorrectly.  I had let him know my issue was with Goosehead for telling me there would be no charge prior to me being sent cancellation paperwork not RT Dpecialty. I would not have signed paperwork if I knew that I would be charged which is why I specifically asked those questions. I told him that Goosehead should reimburse me the difference of the money minus taxes and coverage for the 13 or 14 days of coverage, which I totally understand I would be liable for. He then preceded to let me know that you all would not be doing anything and the policy states that on declarations page and by law there was nothing I could do anyway. I had told him that you all should make it right and make up the difference for misinforming me. He said he would send me all documentation regarding my policy and would reach out to ******************;****** my agent. I had then asked for transcripts of the call from 8/3 so I could have them for my records to discuss with someone above him, where I was informed he would escalate my issue, but I probably would not hear back from anyone and you all werent going to do anything about it. All I am asking your company to do is own the mistake made by your associate and refund me the difference. I have called back the last 3 days awaiting a phone call from manager. In the time being, I have spoken to my lawyer in regards to this and he had informed to ask you all at this point if he needed to send subpoena to acquire transcripts from the phone call I had requested, since you all are unwilling to share at this point. He had also pointed out to me that they have listed the wrong agent on my insurance renewal paperwork and typically when a company does this is to keep it in automatic renewal for the mortgage company so they dont have rewrite policy, which is illegal since my agent is *** ************************* not ***************************. He had told me to wait to hear back from manager and see if this could be resolved amicably. So here we are, and all I am asking Goosehead Insurance to do is take accountability for the mistake your associate made and cut a check for the difference I am owed. I will continue to pursue this matter until it is resolved. Let me know what your resolution will be, so I know how I will be moving forward. 
  
  Thank you,
  
  *******************
   Sent from Yahoo Mail for iPhone 
  On Friday, August 18, 2023, 11:49 AM, Goosehead Insurance <******************************> wrote:
  
  Good morning,
  
  I am reaching out regarding the cancellation with RT Specialty per your requests to our service team to have this matter further escalated. 
  
  To echo what has been communicated prior from ******* and Mataia, we cannot send any internal communication out to clients. For the cancellation fee, I am including below what was emailed over to you on 08/16/2023 as ******* and Mataia were correct in that we are unable to have that waived with your carrier. 
  
  
  Cancellations for 12 month policies are subject to the minimum earned premium, if cancelled within the first 90 days. All fees are fully earned at inception. The refund is calculated on the base or full term policy premium and taxes only and not the total premium. A copy of the policy is attached. The Dec Page shows the 25% minimum earned premium and the Policy Cancellation Clause from page 19 states, If this Insurance shall be cancelled by the Insured, the Company shall retain the pro rata proportion of the premium hereon or the earned minimum premium stipulated herein, whichever is the greater. The policy documents are attached and the Dec page and Policy Cancellation Clause have been separated out, for your convenience, along with a copy of the cancellation endorsement.
  
  
  Please let me know if you have any further questions. 
  
  Best wishes,
  *******************************
  Service Manager
  Agency License #*******
  
  ******************************************************
  Need Service? Click Here
   
  This electronic mail transmission contains confidential information intended only for the initial addressee(s). Any use, distribution, copying or disclosure by any other person is strictly prohibited. If you received this transmission in error, please notify the sender by reply e-mail and then destroy the message. Personal information sent over e-mail to Goosehead will be tracked in accordance with our Privacy Policy.
  
  
  --------------- Original Message ---------------
  From: ******************* [*****************************]
  Sent: 8/15/2023 5:22 PM
  To: ******************************
  Subject: Re: Goosehead Insurance - Requested Documents
  
  Hello,
  
  Since you arent going to send me transcripts I would like to speak to someone above you in upper management regarding the issue at hand. May I have email and telephone number of someone I can speak to to resolve this. As well is there a corporate number that I can call instead of the ***** number. 
  
  Thank you
  
   Sent from Yahoo Mail for iPhone 
  On Tuesday, August 15, 2023, 5:53 PM, Goosehead Insurance <******************************> wrote:
  
  Hello,
  
  I confirmed that we are unable to send out transcripts or recordings from our internal system. Again, I apologize for the inconvenience.
  
  Best,
  *******
  *******************************
  Service Team Lead
  Agency License #*******
  
  ***********************************************
  Need Service? Click Here
   
  This electronic mail transmission contains confidential information intended only for the initial addressee(s). Any use, distribution, copying or disclosure by any other person is strictly prohibited. If you received this transmission in error, please notify the sender by reply e-mail and then destroy the message. Personal information sent over e-mail to Goosehead will be tracked in accordance with our Privacy Policy.
  
  
  --------------- Original Message ---------------
  From: ******************* [*****************************]
  Sent: 8/15/2023 4:07 PM
  To: ******************************
  Subject: Re: Goosehead Insurance - Requested Documents
  
  Can I get transcripts of call from 8/3 prior to me canceling policy as well as transcripts from the 4 phone calls that were made today. 
  
  Thank you,
  
   Sent from Yahoo Mail for iPhone 
  On Tuesday, August 15, 2023, 5:00 PM, Goosehead Insurance <******************************> wrote:
  
  
  
  
  
  
  
  
  
  *******, attached are your documents!
  
  Policy: ************************* - CVH-*******-2
  Location: **********************
  
  
  
  Thank you for taking time to reach out to us! Ive attached the documents youve requested, but please let us know if you have trouble accessing the attachments or if they didnt come through.
  
  Additionally, we are not able to send transcripts/recordings of our calls from our internal system - I apologize for the inconvenience.
  
  As stated on our call, since the initial policy documents from 7/21/2021 (attached to this email), and that document (************************* - CVH-*******(Policy Package)_Completed - Page 0) did state that "Once the Policy is Issued, premium is subject to the minimum earned percentage as outlined in the quote and attached Binder" - a similar statement is also made on the renewal offer that is attached (Falco Renewal Offer - Page 19 - "Cancellation Clause")
  
  After further reviewing this, it has been determined that since the documents were signed, this serves as an acknowledgment of all of the policy's terms and conditions. At this time, there is no further action to be taken on our end. I do apologize for the entire inconvenience and wanted to inform you all necessary feedback has been relayed to all involved parties.
  
  Best,
  *******
   
  
   
  *******************************
  Service Team Lead
  
  ***********************************************
  
  Goosehead Insurance. All rights reserved.
  This electronic mail transmission contains confidential information intended only for the initial addressee(s). Any use, distribution, copying or disclosure by any other person is strictly prohibited. If you received this transmission in error, please notify the sender by reply e-mail and then destroy the message. Personal information sent over e-mail to Goosehead will be tracked in accordance with our Privacy Policy (**************************************************).
   
  
  
  
  
  
  ref:_00D80dIg5._5003c1jnU7s:ref
  
  
   
  
  
   
  
  
  
  
  
  
  
  *******************;<********************>
  To:Goosehead Insurance
  
  Fri, Aug 18 at 4:12 PM
  
  
  Hi *******,
  
  
  I will just let my lawyer handle it from here. In regards to signed documents I have not signed renewal paperwork for the last two years. *** ************************* is not listed anywhere on policy. Maybe you should look at that. You will also see the policy wasnt signed. Again, I will just forward him all of my emails and documents you have provided me and let him handle it. I was just trying to come to resolution before that, but at this point its about principle. 
  
  
  Thanks,
  
  
  Sent from Yahoo Mail for iPhone
  
  
  Show original message
  
  
  
  
  
  
  
  
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  Customer Answer

  Date: 08/21/2023

  Hello,

  I also wanted to say they will state that I signed my renewal offer, which I haven't signed any renewal since 7/22/21, the original policy.  It is automatically renewed and payed out through my mortgage company.  Also, the agent they have listed on my renewal for the last two years doesn't work for them any longer, which I informed them they never have updated any of the contract renewals with my current agent ************************* ******, just so they can push through the automatic renewal with my mortgage company, which is illegal by my understanding.  I have also asked repeatedly for transcripts of phone conversation from 8/3 where they informed me there was no early cancellation fee/premium for the policy as I asked all of these questions prior to them sending me cancellation paperwork.  They have admitted multiple times they have reviewed the call and they made the mistake yet won't refund me the difference in money owed back and what I am scheduled to receive from company RTF Specialty the company who holds the policy.  

  

  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:08/21/2023

  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've been a customer of ********************** (GH) for over ************************************************************************************************************************ so. I set up a policy with them through REInsurePro for my rental property which was originally set to bill me monthly rather than be paid by my mortgage company from my escrow funds. When the policy was set to renew near the end of 2022, I requested that GH switch this to be covered by my mortgage company. My agent confirmed with me the name and mailing address of my mortgage company (of which I have e-mail proof) and my mortgage company mailed the full payment for the annual policy based off the information GH provided to them. Check #****** was sent on 10/13/2022 to **************************** ***************************************** and cashed a week later by GH. Now REInsurePro claims that this money was never sent to them by GH so that's why they have contiuned to bill me monthly (which includes a $7 monthly installment fee) and they even recently raised the monthly amount of my premium by nearly $300 for an annual policy that SHOULD HAVE ALREADY BEEN PAID IN FULL BY GOOSEHEAD! Meanwhile every time I contact Goosehead, I get a different story. First it was we never got the money, then once I had my mortgage company provide them with the cancelled check it was "We don't know what happened with the money" and more recently it was a "We're sending you a refund check" to now "I show a manual refund check was approved, but I don't show that it's been sent to you." GH reps claim that the finance ***** is handling it, but they say the finance ***** doesn't have a phone number I can contact directly nor can they connect me on the phone with them. Multiple times I've been told I'll be contacted with updates in the following days, but that HAS NEVER HAPPENED. This has gone on for 10 MONTHS, and if I don't receive a refund within the next week, I will be pursing legal action for what appears to be FRAUD by Goosehead.

  

  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:08/16/2023

  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.

  To Whom it may concern I am making a formal complaint against Goosehead insurance On June 1st, 2023 I paid a payment of $2,626.21 for the insurance of my ** property. On June 2nd, 2023 I requested a full refund of the $2,626.21 because I no longer wanted the service. As of today, August 11th, 2023 I still have not received my refund of $2,626.21. *** made numerous calls to Goosehead regarding this matter. The first issue was they told me they didnt have the correct address on file to send the refund check, which is a lie because I was previously was insured by them for 2 years before this issue. The second issue was they told me the money would be sent by check via **** mail in **** business days after the correct address was noted and changed. After another **** business of not receiving my refund check I called back and they said it would be refunded in 3-5 days by the original form of payment which was made by ach through my escrow account. As of today I am completely dissatisfied by their level incompetency and efficiency. Before I take legal action Id like my money to be refunded as soon as possible as well as additional compensation for me having to wait so long for my refund.

  

  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:08/11/2023

  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.

  I hired Goosehead insurance to be my Insurance Facilitator. Since the time of hiring, my agent *** has become increasing difficult to contact. The issue climaxed with my insurance premuims doubling this August and me being completely unable to reach my agent. I put in multiple "requests for contact" and even requested a manager escalated ticket, to no avail. Finally, I gave up and went out and purchased my own insurance. After I canceled my insurance from Nationwide, (through Goosehead) I was hit was a $350 bill for discounts being applied to my account dating back to 2020 that apparently I was not eligible for. I trusted my agent to get me the best rate and applicable discounts and even voiced my concern that the app for smart driver was not working correctly. My agent, ************************* told me not to worry, even if the app doesn't appear to be working it was probably still tracking my data and I was still eligible for the discount. I want Goosehead to either refund my initial payment or cover the cost of their mistake.

  Customer Answer

  Date: 08/15/2023

  Company contacted me directly and resolved the issue 

• Initial Complaint

  Date:08/08/2023

  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.

  Deceptive business practices. They didn't inform me until they cancelled my auto policy that it was overdue, 1 month after paying them to shop for new insurance, where they could not find a lower auto price. They then charged me over **** more for insurance and told me it was my fault for letting it lapse. Then they charged me an addition 334$ but after many hours and agents on the phone, they could not explain what the extra charges were that I had due. I moved to another insurance carrier immediately, which is below what I was paying goosehead, yet I cannot seem to cancel my policies thru goosehead. Every time, I spend hours on the phone, talking to a different agent every time, and even the policy cancellation documents are sent by different agents. They send many redundant contracts to sign, won't correct the wrong information on their documents. I hope that I can get released from their horrible practices. I can no longer get in touch with ******* manager ***********************, he won't answer my calls.

  Customer Answer

  Date: 09/07/2023

  It has not been resolved.

  

  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:07/26/2023

  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.

  We purchased our home in August of 2022 and got this insurance because it was cheap and we were broke. Huge mistake. About 2 months later they sent someone out to do an inspection of the property. Another 2 months after that we get a letter stating that if we don't tear down the shed and put shut of valves on the sink (which were already there- the inspector just hadn't bothered to actually check) in 3 weeks our insurance would be canceled. So we tore down the shed. Sent all the necessary photographs. Never heard anything back. Left them sooooo many voice-mail and texts. We just had to get new insurance and I'm fairly certain it caused us a lapse in insurance. We might end up getting in huge trouble with our lender because of these people. More recently, on July 20- months after we tore the shed down- they said they were canceling our policy due to an unresolved underwriting concern. If this causes any is***s with our lender then we are prepared to *** them. They are a scam.

  Customer Answer

  Date: 09/07/2023

  No my complaint has not been addressed 

  

  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:07/18/2023

  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 refinanced my home in April of 2022. The title company sent the insurance premium check to Goosehead Insurance. Goosehead signed for delivery of insurnace premium check (proof has been provided to Goosehead) and Goosehead never paid the insurance premium and sat on the check. Goosehead never communicated that they were in possession of this check or they wouldn't pay the insurance premium so my policy was cancelled. When i looked to get a new policy, the rates have doubled due to have a policy lapse and rates rising across the state. Goosehead admitted fault and stated they would reimburse the difference between the original premium amount and the new policy rate. The representative has been impossible to get a hold of and each time I call they try to shift blame back to the title company and we start the whole process over again. I get that this is an insurance company and they don't want to pay out money but when they've admitted fault and now aren't paying, it's a slap to the face of consumers. Honor your commitment and stop hoping that clients will just let things go. I've been forced to deal with this issue for over a year (4/2022) and now I'm paying an extra $400/mo due to an escrow shortage cause by Goosehead failing to honor their commitment.

  Customer Answer

  Date: 09/07/2023

  Ongoing complaint.  I've been forced to retain legal advice as this has turned into a major negligence claim against goosehead.  They've been provided evidence showing their missteps and negligence a d are refusing to deal in good faith and said they will not honor their agreements

  

  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: 01/26/2024

  I am rejecting this response because:   Goosehead Insurance hasn't responded when presented evidence of their negligence.  Proof was provided that showed receipt of delivery at Goosehead and Goosehead never paid or forwarded on the insurance premium check.  In their own mission statement, Goosehead states they will apply or forward all insurnace premiums received by their office.  Goosehead did neither and violated their own internal policy and acted negligent during this whole process.  Goosehead then acted in bad faith when I was told to shop for a new insurance policy and they would SUBMIT a reimbursement request.  I found a policy that I was satisfied with and Goosehead stated they wouldn't even submit my claim for approval.  Goosehead has been served a demand letter from my attorney that they've ignored and not responded even though Goosehead is required to respond within 60 days.  Goosehead has acted negligent and in bad faith through this whole process while admitting fault and provided evidence of their negligent actions.

  

  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.

  Customer Answer

  Date: 02/01/2024

  I am rejecting this response because:  Goosehead has negotiated in bad faith since the beginning of this process and is using stall tactics once again.  This is their MO as they say they'll do X but in reality they're just buying time hoping you'll go away or forget about it.  ******** never responded to the Demand Letter sent by my attorney, even though ***** law stipulates they have to respond within 60 days.  I have zero faith that Goosehead will actually do the right thing or even communicate anything until the BBB closes this case due to no activity.  Goosehead has lied to tge ***** ********** of ********* regarding this case.  I'm shocked how a company that has a mission statement about being there for their clients can treat individuals the way I've been treated.  Goosehead has admitted fault by them accepting delivery of my premium check.  Goosehead broke their own internal policies by not doing what their mission statement says and tried to throw me under the bus saying it was my responsibility to check on these things.  In fact, Goosehead has the liability/negligence on their hands due to the fact they had control of my check and decided to not process my check or forward on the check to the carrier (which their mission statement clearly states they will do).  Their negligence has caused financial harm and is still causing monetary damages due to our rates being deemed high risk due to non-payment.  Goosehead has every obligation to make this right but instead they would rather hide behind lawyers, and throw blame on EVERYBODY else even when the evidence points DIRECTLY at Goosehead's negligence

  Customer Answer

  Date: 03/07/2024

  Goosehead has been provided evidence including tracking label that showed the check was delivered at their corporate office.  Goosehead never forwarded on the check and was last in the chain of custody, hence they assume liability for their actions.  Goosehead violated their own company policy, which states, "Goosehead will forward all premium checks received onto the appropriate carrier."  Goosehead acted negligent and never communicated their intention to violate company policy along with their exceptionally poor customer service.  *************************** originally agreed to submit my request for compensation (difference in original premium and new premium for the FIRST year only) to a flat stance of, NO.  They was no request sent for approval and representative lied and stated, "she never agreed to submit the request for approval."  I have submitted the original shipping label to my original complaint to show they received my check and didn't honor their company policy.

   

  I have engaged other resources, specifically litigation and after ignoring all communication for a period of 6 months, Goosehead general counsel engaged my representatives.  Goosehead has backed off their claim the check was never received when provided concrete evidence, delivery confirmation from ***** along with original shipping label.  Goosehead originally stated that since the delivery wasn't signed for by their representative, I didn't have proof of delivery.  When provided additional evidence along with the company policy of *****, which doesn't do signature delivery due to policy change during Covid, they started to engage in a different manner.  

  fact is that Goosehead's negligence has caused me to be placed in a high risk pool on my insurnace rating due to a lapse in coverage, caused by their negligence.  This rating will be on my file from now on and will always have a negative impact on my insurnace rating.  Plus the audacity of trying to avoid their responsibility, along with their bold faced lies, has proven their true character as an operation.  

  Customer Answer

  Date: 03/13/2024

  The company has made no good faith claims at all.  They haven't communicated any information to me throughout this ordeal.  Goosehead employs stall tactics to get deadlines lapse so complaints, such as this, are closed due to inaction on the compliantant.  **************** to try and deal with.  A company that violates their own mission statement and shows such a lack or responsibility when shown proof of their negligence is beyond reprehensible.  I advise every customer to avoid this company as they will shift blame everywhere even while being provided evidence of their negligence multiple times.

• Initial Complaint

  Date:07/17/2023

  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.

  After the insurance company took *************************************************************************************************************************************** home insurance. Thankfully, the bank was able to recall the ****.00. However, they keep sending me paperwork saying I need to sign and when I call in, no one knows how to help me. Its the worse experience Ive ever dealt with in insurance. Im concerned that they will try to take another **************************************************************************************************** to sign more documents for insurance.

  

  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.