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 - Chicago

  6300 N River Rd Ste 500 Rosemont, IL 60018

  
• 

  Goosehead Insurance - Clearfork

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

  
• 

  Goosehead Insurance Agency, LLC

  1330 Lake Robbins Dr Ste 350 The Woodlands, TX 77380

  
• 

  Goosehead Insurance Agency, LLC

  10100 Katy Freeway, Ste. 425 Houston, TX 77043

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/03/2022

  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 message sent to Goosehead
  
  I have cancelled my policy through your company. After many attempts to get my agent Matthew Palmer to actually get me the policy he quoted, he eventually stopped all communication with me, never gave me the right policy or even sent me anything with the current policy.
  
  I am filing a complaint with the Better Business Bureau.
  
  I will not return to get progressive and will never use Goosehead services again.
  
  I was lied to, ghosted, given a more expensive policy, and was never even given a working policy. I ended up calling Progressive and finding out through them how to get access to my policy.
  
  I was charged an $80 fee and never told this was happening and then given the wrong policy. I didn't authorize that. He also told me that that was a mistake and being refunded. Never happened.
  
  I have never had an issue getting insurance in my life until I had to deal with this company where your agent misrepresented and made up stories that apparently weren't true.
  
  He quoted me $323 per month
  500 collision
  500 comprehensive
  0 glass policy.
  I also had car rental and road side.
  
  What I got was $373 per month
  1000 collision
  500 comp
  No rental, no roadside assistance
  
  And the policy was more expensive than my existing Geico policy that covered more.
  
  
  
  Dishonesty and lack of Integrity are not good qualities of a company.
  
  
  
  Thank you for causing me more stress,
  
  ***** **********

  

  Business Response

  Date: 03/06/2023

  Business Response /* (1000, 5, 2022/12/05) */
  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:11/09/2022

  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.

  We e used goosehead for our insurance, after endlesss calls we received a policy through them, after a year we get a cancellation due to non payment a day before the 90 day grace ****** which ( which comes out of our escrow acc we found out through our mortgage company the date the check was sent and name on the check had been switched so endless calls with no answers from goosehead we still haven't received a cancellation notice or a refund so now we have a lapse in coverage and no one will cover us this is fraud and was told by an employee that the person responsible was terminated but we haven't received any information on what's going on and our mortgage company recommended that I file this as this issue is the wildest situation she has ever seen, and then probably a lawyer

  

  Business Response

  Date: 03/27/2023

  Hello, 

  We are terribly sorry for the inconvenience you have experienced. We are dedicated to providing our clients with excellent customer service and ********************** options. Unfortunately, the payment for the policy in question was received by the carrier too many days after the due date which disqualified the policy for reinstatement. A refund was sent to the insured on 01/10/2023 and we received confirmation from the insured on 01/23/2023 that the refund was received (a screenshot of this email is attached). Additionally, a new policy was put in place to cover their property and is currently active (a copy of the policy is attached). 

• Initial Complaint

  Date:11/07/2022

  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 called on to change my coverage to go in effet on on June 9th ahead of time. I was told that I vould not do this on the 9th that it had to be done on the 6th. I said ok. I was told that my coverage would change over on the 6th. On the 6th I had a loss which resulted in a claim being filed. I was give a hard time about this because I was now being told that coverage ending on the 5th now. After lots of discussion I was told that they would cover and they would fi lx my car. So I filed a claim and then they came back and said they changed their mind. Now I have a claim on my file and they are not covering my losses. My new coverage should be much cheaper due to less people and cars. I asked for my ne rate for the first month and I was told I can not get it. I was told I will get a free month.
  So I was Lied to about my coverage date and that my losses would be covered because they agree to cover them. I also was cheated out of the difference in my new coverage refund I was owed. You don't give a person 1 month free you give them the difference in the changes they make.
  You also don't tell a person you will cover the damage after we discuss everything and you see that there a mistake on your end....Then say you are changing your mind not coving anything. Lastly you still count a claim against me on my record!!

  

  Business Response

  Date: 01/31/2023

  We do want to apologize for the the end result of this claim that was filed with Safeco Insurance. While Goosehead doesn't work claims directly we are here to assist you through out the claim process to ensure you are being communicated with consistently by your assigned adjuster. Please reach out to us if you run into problems contacting your adjuster and we will do everything we can to move things along. We are always here to advocate for you and answer any questions we can.

  Customer Answer

  Date: 02/01/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  I do not because the representative I talked to was a Goosehead employee. The information I received came from a Goosehead employee. The reason why my repairs was not done because of bad communications from an Goosehead employee.

• Initial Complaint

  Date:11/01/2022

  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.

  A policy was started in my name that should not have went into a effect. I have contacted the agency numerous times to have the situation fixed. I now have an account in collections which will effect my credit due to neglect and bad business practices on the part of Goosehead insurance.

  

  Business Response

  Date: 01/18/2023

  Business Response /* (1000, 5, 2022/11/03) */
  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:10/27/2022

  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.

  A water leak occurred in our home on 10/22/20, which caused a significant amount of water damage. We contactedState Auto & filed a claim. This claim should not be finalized due to the fact that State Auto never sent an adjuster or anyone from State Auto to look at the damage. They sent someone to cut a sample out of my wood floor, but never an actual adjuster to physically lay eyes on the damage. ***** with State Auto asked us to get a quote from a contractor for the repairs. I sent him the quote from the contractor which included a lot of allowances that may or may not be used due to not knowing the extent of water damage in the walls and behind the cabinets, not knowing if the granite countertops would hold up when being removed from the cabinets, etc. I also sent him the replacement information for the rug and rug pad that was ruined. I have a quote for a company to pack up and store everything while the work is being done and put everything back in place after the work is complete. After going back & forth ******** he tried to close the claim out@ Replacement Cost Value of $44,378.94, which does not include the rug replacement, pack up & storage, & it's not close to covering the floor materials alone, much less the sheetrock on the walls that has to be replaced, removal of and replacement of cabinets, etc. Additionally, $9,235.13 was deducted for depreciation, which should not be there because we paid additional premium for our policy to be written on a stated value basis rather than replacement cost value with depreciation. A check was issued for $21,981.81, which I did not cash. It is an absolute insult to pay homeowners insurance on my million dollar home, with a ridiculous $13,162.00 deductible and we can't even get a realistic payout to cover the extensive water damage that has occurred. I have reached out to my agent @ Goosehead numerous times hoping he could get this handled. He said he would get it handled, but we have yet to get a response at all.

  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2022/11/03) */
  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 **** be communicated directly to the client via email.

• Initial Complaint

  Date:10/13/2022

  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 purchased Homeowners Insurance on 4/19/2022 in the amount $2093.00 for a home we purchased at *****************************************. I canceled the policy on 8/19/2022 because we sold the house and moved out of the state. I have tried multiple times to contact the company, via phone and via email, but cannot get a response in regards to the refund of my unused premium. I've attached the policy itself as well as the cancellation request.

  

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 5, 2022/10/17) */
  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, 2022/10/18) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  This company has notified me that they will be sending out our refund check.

• Initial Complaint

  Date:10/09/2022

  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 have been working with goosette insurance since the beginning of 2002 to provide insurance for my home. Since I've worked with them, I have Repeatedly Ask for help from the agent that is in charge as well as other employees.. I get help for about a week or 2 but they're going to start a process and then they disappear.. Since I began I've had to make hundreds of calls to get someone to finally help me only for them to disappear At some point. I have made multiple changes and paid extra money paid extra money yet I have no paperwork showing that those changes took place . Every time I talk to them they keep requesting some information that was not told to me I provided and they say that they will go ahead and forward paperwork to me and then nothing arrives. Presently I do not know what my coverage is from my home. I live in a fire zone and I'm at a high risk and I've paid paid 3 times normal insurance insurance to cover my home you'll have no paperwork showing that I'm covered how much what items and so forth. I am requesting that I should Be provided my full paperwork hard copy and computerized so that I can review and and make adjustments so that I know that my home is covered.If something happens to my home without proper coverage I will hold goose sai will hold goose head insurance company responsible.Please provide all insurance coverages including the changes so that I know where my money went and no one has stolen it at the company..

  

  Business Response

  Date: 12/28/2022

  Business Response /* (1000, 5, 2022/10/17) */
  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:09/30/2022

  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 used the Insurance Agency over two years ago. Since I cancelled my policy, I get calls and text messages relentlessly. Every time I do, I tell them I am not interested and asked this to remove my number. I stated they do not have permission to contact me. They continued to contact me. At this point, it has become harassment as I have specially stated they cannot contact me, they don't have my permission, and they continue to do so... for two years.
  

  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 5, 2022/09/30) */
  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 **** be communicated directly to the
  client via email.

• Initial Complaint

  Date:09/28/2022

  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.

  The service I was given has failed time and time again, and the reps have failed to do their job and continue to lie to me. I have taken our multiple policies for my rental properties with Goose-head and they continue to put these properties in jeopardy. I have paid Goose-head through escrow so that they can pay the insurance company they place me with. A service I pay Goose-head $199.00 for each policy so that they can service, but they have failed to pay the insurance company three times now. There has been close to $2,000 that they have failed to pay and I am unaware of where the money is, please be careful with trusting a broker that fails to train their reps and has a very lengthy unreliable refund process.
  

  

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/09/30) */
  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:09/26/2022

  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 decided to use their broker services to get me the best insurance policy. I paid all the start up fees and payments needed. However my policy was canceled only a week and a half later due to not agreeing to their terms and agreements. However I have completed documents that were sent to me from Goosehead explaining I have signed all needed documents. No warning letters or emails were sent to me. I wasn't given anything until the policy was canceled and I immediately reached out to Goosehead and never got a call back or email back until I went to corporate. I assumed maybe this was an error because I had just paid this company over $600 to get it all started! I even got my auto policy ID Cards showing my proof of coverage. By time I got someone to call me back I was informed my policy was cancelled and couldn't give me a straight forward answer as to why and why I wasn't notified before it was canceled! I have gotten nothing but the run around from this company since and not one person could get me in contact with a manager! I had to then spend $400 more just to get coverage from an outside agency because my policy had a lapse! In my almost 20 years of driving I have never had a policy lapse! I am beyond upset at their customer service and if this matter isn't handled accordingly I will take further matters. I hope the BBB can help assist me due to all the inconsistencies they have given me including the failure to communicate with me directly. Each time I have to explain the situation over and over with ZERO outcome! Goosehead agent read off the email that they supposedly sent the warnings to and it was a completely made up email. In the documents attached was the email I provided for them! I would like this company to reinstate my insurance and fixing the lapse if at all possible. I want to have the coverage and payment they promised! A Veteran and First responder family and we're treated like TRASH! Completely unacceptable.

  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 5, 2022/09/28) */
  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 /* (3000, 7, 2022/09/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The insurance representative stated that the email "I provided" was the email given to Clear Cover Auto Insurance which is not true. I have the original document "application for auto insurance policy" and it has my correct email address on it. I received all of Goosehead insurance documents to the correct email however none of the emails from Cleat Cover because the Goosehead agent input the incorrect email address. I do not except being told that this was my error when I have it in BLACK AND WHITE.