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

  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:04/20/2023

  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 sold a policy by Goosehead. ********* and Dyrieke and countless ****************** have assured me they would help make it right that Progressive has mishandled the claim on my home. I want to have a licensed contractor pull the permit required, and I want the full reimbursements of all funds lost, including interest and mileage and damaged or stolen personal property, and a refund on the policy if possible, because thanks to Progressive mishandling and the fraud on this policy my children and I were out of home for a quarter of the year. All these months people at GH made assurance promises but nothing happens other than more random calls saying they want to help.

  Customer Answer

  Date: 06/12/2023

  Hello. I have not heard from Goosehead. 
  
  *********************** *******************
  Psalm 139:24

  Customer Answer

  Date: 09/21/2023

  Hello. I have not heard from Goosehead at all. I am still fighting for the coverage promised on the 11-4-22 incident. 

  

  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:04/06/2023

  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 have contracted Goosehead for homeowner insurance and paid them upon closing. Surprisingly, a week after closing I got a letter from them cancelling my policy! I ended up finding another insurance company; when I asked them for they refund they told me there is also $120 fees applicable which I really do not understand that as Goosehead or their provider is the one who has requested to cancell this. It's more than a month and still we are battling with this issue with bunch of unprofessional agents and have not even received my refund check yet!

  

  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

  No email response is received from them. Using privacy is only an excuse, if there is any response they can simply respond here.

  Customer Answer

  Date: 01/31/2024

  I am rejecting this response because:   

  No email response is received from them. Using privacy is only an excuse, if there is any response they can simply respond here.

  

  Business Response

  Date: 02/22/2024

  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: 02/22/2024

  I am rejecting this response because:   they are saying they can not disclose any information. They have not provided anything here after a year!

  Customer Answer

  Date: 04/11/2024

  I have not received any written clarifications, they have just contacted me couple of times and after wasting my time a lot they said what ever they have charges (service fee) is legitimate- which is simply not; as they are the one who cancelled my policy. Im really tired of them.

  Customer Answer

  Date: 04/17/2024

  They are gangsters and are stealing money from consumers like me, its shameful that after a year back and forth this is the conclusion, anyway I do not want to waste any more times here 

  Customer Answer

  Date: 04/17/2024

  They are gangsters and are stealing money from consumers like me, its shameful that after a year back and forth this is the conclusion, anyway I do not want to waste any more times here 

• Initial Complaint

  Date:04/04/2023

  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.

  After spending 2 hours on the phone with the agent. On 3/23/2023 spoke with agent to review insurance information. Provided information to put on the final application. I was clear on the urgent need to focus on one of the properties. Out of the quotes, the result would have been increases to my existing policies. As a result, I sent an email on 3/24 to the agent clarifying the misunderstandings that we should focused on the one property. I even clarified this in an email. As a result, the agent requested I call him. With only 5 minutes to spare I contacted the agent to explain I am not comfortable with signing of on a policy that is not in my name. He proceeded to tell me that it is set up that way because the account is set up in my husbands name. He further explained he cannot make the change and to sign the documents. That is unethically to sign off on behalf of my husband and the policies were not correct. On 3/25/2023 I noticed the following charges, $75.00 for the Auto Insurance-Goosehead-one time charge $199 for the ******-Goosehead one time charge, $1787.00 for the Progressive annual fees and a $75.00 charge. On 3/26/2023, I did not sign off on the documents and would like a refund as the documents were incorrect, Since this time, I am being sent docusign documents to cancel a policy I did not sign off nor verbal agree to be charged. At this time, the agent has referred me to the customer service number to follow up on the refund. I spend over 2 hours reviewing quotes and to at the end. I am not comfortable signing off on documents that I never signed off on. It took Goosehead 2 days to take the monies and it is taking over 2 weeks to get the monies back. Please provide a timeframe on when I can receive all the refunds and in what manner.

• Initial Complaint

  Date:04/04/2023

  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.

  On January 19th, I met with ****** (a newer agent) in person as she requested to meet with me regarding partnership (I am in the mortgage industry). Towards the end of our meeting I informed her that I did not have car insurance currently and asked if thats something she would want to help with as I hadnt had the time to shop quotes. She texts and calls on January 23rd and I end up agreeing to a policy in the amount of $155/mo. I signed the documents and the policy was in place beginning the 24th. I had not been contacted again. On February 24th - I get billed $212. I text ****** and she states Hey! Let me check for you right nowIm making a case for my service team to get it lowered for youthats so odd. Clearly indicating she did not know *********** me about the issue. I called National General for further information and was informed that ****** had included the discount for being continuously insured (which she was more than aware that I was not as that was where our conversation began) and when National General was unable to obtain documentation proving such then they increased the policy to an amount that I would not have agreed to. I reach out all month and ****** continuously states that they are still working on it. After 3 weeks I said - forget it. I want to cancel as I did not agree to this. I was then: still charged for March charged a cancellation fee told that when National General contacted Goosehead to investigate the false claim on my policy and that THREE separate employees (keep in mind I never spoke to anyone except for ******) swore on a recorded line that I was the one who made the claim that I was previously insured AND I was notified by Goosehead that my policy was increasing. My **********mail attempts to contact Goosehead management were unsuccessful as they were continuously too busy to take the call. I simply am requesting that I do not lose .01 for the fraudulent behavior that occurred by Goosehead and its employees.

  

  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:03/29/2023

  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.

  Back in February of this year 2023, I decided to shop around for Homeowners Insurance. I called (Goosehead) and agency for help. They submitted my application and requested payment to my bank loan without my consent or any signed paperwork. Goosehead will not return my calls or respond to my emails. I went straight to the company American Homeowners and explained the situation. They were rude/are charging me "prorated" amount when I never even signed any paperwork for the policy to begin. Not helpful! Please help me get my full refund back. They have to proof of paperwork and need to be held accountable/they need to hold the agency Goosehead accountable.

  

  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:03/20/2023

  Type:Sales and Advertising 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 told this company for the last 2-4 years to STOP calling to recruit me! I'm not longer in this industry and this compnay won't fatale me out of their directory! I am filing this complaint with any agency I can't to make their lives a living h*** how they have made mine

  

  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:03/14/2023

  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.

  We have contacted Goosehead multiple times to request a refund of the erroneous March charge for this auto policy - this policy has been cancelled - cancellation docs were signed on March 1, 2023. On March 8, we received an email bill, and immediately contacted Goosehead requesting that they please make sure we would not be charged for the cancelled policy. We were still charged anyway, and still have not received any response back from customer service other than an auto responder. We sent another message on the Mercury website on March 14 to request a refund. This is the second time we have been charged for a policy that was cancelled, and this is unacceptable and is causing a lot of wasted time trying to get erroneous charges refunded.

• Initial Complaint

  Date:03/06/2023

  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.

  An employee for GooseHead named *********-shopped my auto policy with************. Subsequently I was charged 157.59 for an old policy and 116.91 for new policy. The company only refunded 23.82. I have been trying to correct since 10/08/22 and ****** stopped responding to calls and text since 11/01/22.
  

  

  Business Response

  Date: 03/23/2023

  Business Response /* (1000, 5, 2023/03/21) */
  We have received the complaint and appreciate the opportunity to respond to our client's inquiry. Due to privacy concerns, we are unable to post a reply for public viewing, though a detailed response will be communicated directly to the client via email.
  
  
  Consumer Response /* (2000, 7, 2023/03/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Refund was received

• Initial Complaint

  Date:02/21/2023

  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've been with Goosehead insurance since 8/2021, through a referral from my realtor. In December 2022, I inquired about rates for my home insurance - I received a couple of options from my sales rep, but I was given misleading information. I selected a new company based on the deductible percentages I was told and gave my sales rep the green light; He began processing my request. I received a contract the next day, and it did not spell out what he stated the deductible percentages were. The following day, I received a notice that an escrow disbursement had been sent to the new insurance company on my behalf. I requested this change be reversed. I was told by my sales rep that the reverse was processed, the policy was canceled, and a check was mailed to my home. After waiting a couple of weeks, still no check. I reached out multiple times for an update and received vague and unsure responses about the status of my check. I called customer service and was told I had 2 active policies and a check was not requested or processed. Following this, my escrow account was insufficient when my property taxes were due. Due to the insufficient funds in my escrow account, my mortgage went up a sizable amount to cover the difference. In order for my mortgage to go down to the previous amount, I will need to cover the insurance disbursement plus an additional disbursement amount in the escrow account. If I don't pay this full amount, whether I deposit this insurance disbursement check back, my mortgage will remain at the new rate. Goosehead does not seem to care to respond. The sales rep showed no urgency to fix the situation and I filed a complaint with one of their customer service reps who stated she would help me and get this escalated. It's been exactly 3 weeks, I followed up 5 days ago, and still nothing. This is poor business practices on Goosehead. I will be sure not to do business with this company and will be sure my family and friends know about my experience too.

  

  Business Response

  Date: 03/22/2023

  Business Response /* (1000, 7, 2023/03/13) */
  We have received the complaint and appreciate the opportunity to respond to our client's inquiry. Due to privacy concerns, we are unable to post a reply for public viewing, though a detailed response will be communicated directly to the client via email.

• Initial Complaint

  Date:02/19/2023

  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 spoke with *************************** about getting homeowners and auto insurance. Initially his service and quotes seemed good but there was a lot of the story missing. Specifically he told me ********* was an admitted carrier, that the roof was covered at full replacement cost. I told him to go ahead and set up the policies. Unknown to me, **************** signed an "application" with ********* which stated the actual insurance was through a different company based in *************, specifically that the roof was only covered at ACV and numerous other statements inconsistent with what he told me. Immediately I notified ********* and Goosehead and asked both policies be cancelled before they even began. The problem is payment had been taken in full on a credit card and no one will respond on when the charges will get reversed. Again, I never agreed to the coverage. I believe **************** is extremely inexperienced or simply dishonest. I simply do not want to do business with this company and never had coverage with them.

  

  Business Response

  Date: 03/13/2023

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

  Customer Answer

  Date: 03/14/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  As recently as yesterday, 3/13/23, Goosehead continued to mispresent what has occurred. The company is allowing its agents to sign insurance applications for customers, not explain policies, misrepresent policies, selling policies which are not issued by licensed insurance companies.
  
  The latest issue is where a Goosehead representative gave me false information regarding the refund which should have been handled a month ago.
  
  At what point will someone that works at Gooshead get back with me?

  Customer Answer

  Date: 04/26/2023

  The matter with Goosehead is not resolved.  They have randomly had very abrasive agents call me and claim I still owe money to ********* and even sent me an email in writing stating such (attached).  No one from Goosehead has ever contacted me about the original BBB complaint or the subequent problems resolving the false claims I owe money to them or *********.  The previous response that the have replied to me is simply false, if anything they have created an additional complaint by trying to collect money for ********* which I don't owe.  ********* has confirmed I don't owe them anything, yet ********************* refuses to listen.  

  

  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:   
  

  This is in response to something from 8 months ago,  Goosehead has never responded at all.  They are incredibly unprofessional, have no justification for the poor business practices they engage.  I no longer wish to engage with them.  

  

  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.