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 Agency, LLC

  3401 Olympus Blvd STE 440 Coppell, TX 75019

  
• 

  Goosehead Insurance

  4131 Worth Ave Ste 200 Columbus, OH 43219

  
• 

  Goosehead Insurance - Charlotte

  521 E Morehead St STE 200 Charlotte, NC 28202

  
• 

  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:07/13/2023

  Type:Customer Service 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 called to speak with an agent today to report that I was provided an insurance quote with the company but had not been able to get in touch with that agent again to finish the quote- Expressed I had given my ACH information to this agent but he never set up my policy- The agenct, Named ******** was rude and unproffesional- Refused to provide her employee information, badge I.D, or her direct supervisors information, which are all violations of the law. This company is taking personal information from consumers and doing God only knows what with it, then when you try and get a resolution or answers you get treated like garbage and get no where-

  

  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:   There was not a response ever sent to me.

  

  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:07/07/2023

  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 had my flood insurance thru goose head. My house was for sale, the buyer asked if it was transferable. I contacted their customer service via chat. ( you cannot download the chats or call them) They advised me it was transferable, so it was put in the contract of the sale of my home. Due to this i had to purchase the buyer a policy to ensure the sale went thru. The your agent instead of apologizing, was condescending. Also the quotes we hundreds of dollars more than obtained thru another goosehead agent. Not sure how that happens. They provide no customer service, no number to talk to someone. The customer service people are inept and the agent should not deal with the public. ************************* is her name.

  

  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:06/27/2023

  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 filed a claim in October 2022 after hurricane Ion in *******. My Goosehead agent is ************************* and the carrier is ****** insurance. It is now June 19, 2023 and ****** will not return my calls unless I need more insurance. He has been absolutly invisible. ****** insurance has been incompetent with the claim and now I believe damage has started to happen to my home since the roof has not been repaired.

  Customer Answer

  Date: 09/27/2023

  I have not heard anything from company.  They have not been helpful with communicating with ******* 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.

• Initial Complaint

  Date:06/13/2023

  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 received a notice that threatened the termination of our home owner's insurance policy if we did not submit photos of our yard showing it had been cleared from debris. It was noted that only hard copy photos would be allowed. We then took and developed pictures (IMG_2759 through IMG_2764 in the attached photos) and sent them to the address indicated ahead of schedule even with a short window turnaround from the time we received the original notice. (We were given 7 days to send the evidence of information that could have been provided months ago). We confirmed delivery via **** tracking (shown in the pdf attachment). We were then notified that our auto insurance was automatically renewed, but our home owner's insurance was going to be terminated. We have now been scrambling to get a new home owner's insurance policy with a different vendor. We are seeking a refund due to psychological damages as well as financial damages for the items we needed to rush to send via mail to the office that shows confirmed delivery but no action was taken to fix our notice.

  

  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:06/12/2023

  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.

  This is the worst insurance broker I have experienced. I need to simply remove a person from my policy and you can never reach anyone with this company. You must wait days sometimes weeks at a time before you can get a reply or call back. Since I cannot remove the driver because I cannot reach them it is costing me extra money everyday. I feel they need to correct the situation and reimburse me for the extra money I am having to spend. It is very concerning to not be able to reach someone regarding both your home and auto insurance. The BBB should really investigate this company. Something is off.

  

  Business Response

  Date: 06/15/2023

  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.

  

  Business Response

  Date: 10/28/2024

  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:06/01/2023

  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 working with Goosehead insurance agent, *******************, to get quotes for home owners and auto insurance, but I still had questions when he requested for my bank account and I gave him the number but asked him not to charge me yet as I have not approved the quotes. He is unethical in saying that it was discussed over the phone, but I have proof of texts showing I told him not to charge me and I was not signing the documents. I did not authorize him to charge my account as I still had insurance with state farm and proof of payment to state farm. I called NationWide to cancel after I saw that I was charged and told ******************* to cancel, but I'm still charged and they kept sending me emails to sign the documents that I did not approve. I filed a dispute with my bank and they reversed the charges but they are still investigating. I would like to get BBB's help in resolving this situation so the business would stop this unethical practice of tricking people to give them the bank account prior to signing any documents. I did not authorize purchase of insurance. I do not give goosehead insurance permission to charge me, but they did without my consent. ******************* was impatient and pushed to set an effective date prior to giving me a chance to review the quotes and he tricked me to give my driver's license and bank account when I gave it to him I told him to hold off on charging me, but he charged me anyways. I requested that he cancel after he charged me, but he did not cancel and they continue to send me emails through *******************************. I responded to the email that I've canceled and requested that for quotes after removal of umbrella, but didn't get a response back. I am requesting for refund.

  

  Business Response

  Date: 06/15/2023

  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: 06/15/2023

  I am rejecting this response because:  I did not get any emails explaining what they will do about the charges.

  I got an email that they said I wanted to cancel the insurance and requested that I sign a cancelation document,  but I did not authorize initiation of the coverage in the first place.  I responded to the email explaining I will not sign any documents as I do not trust the company's business practices.  I should have never given my identity and bank info to the agent as now I'm getting fraudulent activity on my accounts and I do not want them using my signature to say I agreed on any services. 

• Initial Complaint

  Date:05/31/2023

  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 referred to Goosehead Insurance **** by my realtor to get a home insurance policy. I was pushed to accept multiple unnecessary policies that I did not need - auto, flood, life insurance - and ended up being signed up for an auto policy that I could not afford as a result. The company took $587 out of my bank account for the auto policy despite not having any signed documents from me on 4/26, which lead to an additional $35 overdraft fee, as it was an unexpected charge. I found the charge on 4/28 and have contacted Goosehead numerous times to try to cancel my policies. I did not sign any documents initially but have since signed multiple cancellation documents, and am still receiving requests for signatures. I still have yet to receive any kind of refund and every employee I speak to gives me a different timeline of when I could expect a refund. I spoke with *************************** initially, but have also communicated with ***************************, *******************************, and ***************************** regarding cancellation and continue to receive communication requesting document signatures from *************************, ***************************, and *************************.

  

  Business Response

  Date: 06/15/2023

  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:05/26/2023

  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.

  Agents charged me for their work on obtaining an auto insurance policy for me in March 2023 and never set the policy up. They are ignoring my calls, emails, texts. As well as ignoring them from ALLSTATE that they supposedly set my policy up at. So Ive been uninsured since March and they have been paid for their services. I want my money back.

  Customer Answer

  Date: 09/07/2023

  Its been a VERY LONG time since this was filed. But I have texts where I was ignored. And on my bank statement where I was charged. But I spoke to ALLSTATE myself on the phone when they told me they hadnt received my money or any of my information and they had been trying to contact my agent. And Ive gotten numerous letters stating my homeowners insurance was canceled a long time ago even though the money is paid through escrow. So Im currently uninsured with money being sent to GOD KNOWS WHERE 

  

  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:05/22/2023

  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.

  Purchased policy with an agent for Allstate homeowners insurance i. February. Received a call from the agent about two weeks later saying the policy was never sent to mortgage company and that they were correcting the issue. I called a week later, emailed and even texted and the agent was unresponsive.I called customer service, the agent I was put in touch with said they would send the policy again to the mortgage company and it looked like the mortgage company was not responding. I asked that they send me what lever they are send the mortgage company so I can reach out myself. They said theyd email it all over. Nothing was emailed. I tried calling a couple days later and was put in touch with a new agent. The new agent said they would research the issue and call me back. I never received a call back. The week after I get a letter from mortgage company saying they ever received a policy and that they will purchase on for me if I do not submit a policy. A day later I get a notice in the mail from Allstate saying I owe $400 for a policy I was told never was put in place. I again tried calling original agent and no response. I called customer service and got the sales managers info, called left a message and no return call. I was very specific with my issue in the ** as well. At this point I need a policy so I reached out to progressive for a quote. I was told that it will be hard to get a homeowner policy due to the lack in coverage! Furious at this point I call GOOSEHEAD again. Im told by another agent there really isnt anything he can do because he is sales and can only write policies. I asked that he provide a quote for a new policy and then asked after it was provided that he instate it. Again, no response. No call, email or text. I am extremely frustrated and out of a lot of money and STILL without a policy. My husband and I are considering legal action at this point.

  

  Business Response

  Date: 06/15/2023

  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:04/26/2023

  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.

  I have attempeted to cancel my home insurance policy since December of 2022 as my lender said my home had not been adquately insured from 2/22 when I obtained the policy. There are 3 companies listed on my policy, Openly, Goosehead Insurance and Rock Ridge Insurance Company. My contact was ********************* with Goosehead Insurance. I have attempted to reach out to all three companies numerous times and all were unresponsive. I finally got in contact with ********************* who assured me that the policy was cancelled effective January 20, 2023 but I am still being billed from my escrow account. I have also received a bill saying I owe $273.74 which I do not owe and money is owed to me. I would like a refund and this policy to be closed.

  

  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.