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:09/24/2022

  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've been using Goosehead paired with ********* ******** insurance for nearly 4 years as homeowners insurance. I've had my first major accident in my home due to water damage. This was back in February. Its now nearly 8 months later in September that I've still not had the repairs desperately needed in my home. We are going into Fall/Winter and I won't be able to use my heater for the winter at this rate if these repairs aren't completed. I've never had any other issues until now but Goosehead, ********* and ********** *********** have all given me the run around since this claim was put in. That doesnt include one of the insurance parties not even having a claim till maybe July despite this being an issue and filed back in February. I haven't had anyone come fix my home since maybe May/June. I've had multiple cases of dead mice in my home that are clearly coming from the repair site. The only solution I was given for the mice were some mouse traps that have done nothing. I've expressed concern and pleaded for an answer and recieved nothing in response. I've had all parties claim they would reach out as soon as possible and nobody ever calls or reaches out. I've called all parties numerous times a week to find an answer and Goosehead, as well as ********** just tell me the cant talo to me. Im not asking for them to give me anymore information then when this is going to get resolved at this rate. I'm at my wits end and completely out of options.

  

  Business Response

  Date: 11/18/2022

  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.

• Initial Complaint

  Date:09/21/2022

  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.

  September 8,2022 I gave Al C********* my credit card information. On September 9,2022 Al C********* went onto Cypress Insurance Company and used my credit card information from his computer. I have not signed or gave permission for his action.
  
  My husband had passed away and always took care of the insurance with Gosehead Insurance. This is the first time I had to deal with this. Al C********* (agent for Goosehead)asked for my credit card information so he could write my policy. Al C********* told me the amount was $1,898.00. Discover card sent me a notification $1,945.07 I immediately called Al C********* and asked him why the amount was different. Al C********* said it was a credit card fee. I told Al C********* he should have told me and I wasn't aware of this. Al C********* said if I canceled the policy I would not get back the $47.07 for using the credit card because Al C********* had a client last month that canceled her insurance and didn't get back the credit card fee. Al also told me he was not giving me the $47.07. He told me one amount and charged me another. All Al C********* told me was if I paid the whole amount it would be less expensive then making payments. I never signed anything. I feel he was taking advantage of me as he knew my husband had passed and I am a senior citizen who was doing this for the first time.
  Thank you.
  

  

  Business Response

  Date: 11/18/2022

  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.

• Initial Complaint

  Date:09/09/2022

  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 purchased property insurance with Goosehead Insurance and they are impossible to contact. I just called again because they have not taken care of the prior wo calls I made. There is a 37 minute wait time. It is impossible to file a claim or find out the status
  

  

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/09/23) */
  We apologize for the inconvenience. Please feel free to utilize other ways to contact us by emailing *******@goosehead.com, texting (XXX) XXX-XXXX, or using our online chat feature at goosehead.com.

• Initial Complaint

  Date:08/31/2022

  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.

  I contracted with Goosehead Insurance on my recently purchased home in Nokomis Fl. We signed an agreement and it was submitted on 6/30/2022 to the insurance company. after a few days i decided to cancel my insurance with them and go with another company. i submitted an email for cancellation and it was received and the cancellation request was docu-signed 7/7/2022 - "Cancellation Confirmation (******* v ******* - CVH-XXXXXXX)" An ACH Payment of $4916.00 taken out from my FedChoice CU account.
  07/07/22 Withdrawal GOOSEHEAD INS
  TYPE: PAYMENT ID: XXXXXX**** CO: GOOSEHEAD INS -$4,916.00
  
  So the premium never took effect. They said I'd be charged a fee (25%minimum earned) for cancelling it. See email below - Despite follow up with them and an email saying the check was cut and was on its way I've received nothing. This will be 2 months soon.
  
  I want a full re-imbursement.
  
  These people are not on the up and up. I've sent a stream of emails they've not resolved this.
  
  I can't attach all the emails as your system has size limitations - here's some of them -
  
  On Aug 5, 2022, at 10:49 AM, Goosehead Insurance <*******@goosehead.com> wrote:
  Hey, I received verification that the reimbursement check was issued out to you, from Goosehead, on 08/01/2022.
  Just wanted to let you know to keep an eye out for this. If you do not receive this by the end of next week, please let us know. Thank You,
  Akshay *****
  Service Agent
  Direct XXXXXXXXXX
  From: Goosehead Insurance <*******@goosehead.com>
  Date: August 19, 2022 at 5:27:17 PM EDT
  To: *******@gmail.com
  Subject: Re: Automatic reply: Goosehead Insurance - Cancellation Confirmation (******* v ******* - CVH-XXXXXXX)
  That email was from Akshay. I'm sorry he was mistaken. I am currently working with All Risk finance and Goosehead Finance to resolve your issue. I will advise as soon as I can.
  
  Best,
  Drew ******
  Service Agent
  Direct (XXX) XXX-XXXX

  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/09/13) */
  On or about June 30, 2022, Goosehead procured Mr. *******'s Homeowners Insurance through All Risks Limited Insurance. On July 6, 2022, Goosehead received Mr. *******'s request to cancel the policy and began to process the cancellation. Goosehead cancelled the policy for Mr. ******* with an effective date of July 1, 2022. All Risk sent the refund check to Goosehead for Mr. *******'s policy on July 20, 2022. Goosehead confirmed with All Risk the refund amount of $4,474.00 for the policy. Goosehead has processed the refund for Mr. ******* and has sent his refund check as of September 12, 2022.
  
  
  Consumer Response /* (3000, 7, 2022/09/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have not received anything from Goose head it's Sept 22nd. That's 10 days They said -
  
  "Goosehead confirmed with All Risk the refund amount of $4,474.00 for the policy. Goosehead has processed the refund for Mr. ******* and has sent his refund check as of September 12, 2022"
  
  
  Business Response /* (4000, 9, 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.

• Initial Complaint

  Date:08/31/2022

  Type:Customer Service 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.

  Have told their representatives multiple times to no longer call or contact my office either via phone or email and constantly continues. My employee has told them to stop contacting her and she received another call yesterday here at my office from Austin Leos(Zimmerman) XXX-XXX-XXXX.

  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/09/13) */
  Ms. ******** has been added to Goosehead's Do Not Call list and apologizes for any inconvenience.
  
  
  Consumer Response /* (2000, 7, 2022/09/16) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I **** accept the response as they state they **** no longer contact myself or my office.

• Initial Complaint

  Date:08/15/2022

  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.

  Purchased homeowners and flood insurance through them for a home I was buying. I advised them five days before Home closed that the loan fell through. After waiting a week, I contacted them and then they said they would have to cancel the policies. Then I waited another week and called them and they said they would cancel them. Then I waited another week And they started sending me all kinds of paperwork to fill out. Then I waited another week and now there is additional information I need to fill out. I actually canceled the policies prior to them even going into place. I can never speak to a human being and on chat, they always say everything is fine and give me different days that checks will be cut. When I check with the actual carriers, they know nothing about it. Amazingly, the Virginia Beach office was able to take my money over the phone but they are not able to help me and just turn me over to a phone number that nobody ever answers and I always have to go to chat. I would just like my money back. I have filled out forms numerous tomes

  

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 5, 2022/08/29) */
  Due to several changes to Ms. ****'s home closing, certain paperwork was required to cancel the policies her agent issued. As of the date of this response, all policies have been canceled in accordance with Ms. Savino's request and refunds issued.
  
  
  Consumer Response /* (2000, 7, 2022/08/30) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I do agree that everything is handled now. However, the number of times that I had to contact them and both of the individual insurance companies and bypass their company was ridiculous. Each and every step of the way was painful, cumbersome, and way too time consuming. It's funny how they can take a payment over the phone but they are unable to ever assist you when you need a refund

• Initial Complaint

  Date:08/09/2022

  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 an auto policy and a commercial auto policy with this broker. I sold my commercial auto and called to advise them and to cancel policy on that vehicle. They canceled the wrong policy and I have been driving around in vehicle that I kept with no policy. In order to reinstate my policy that was canceled in error by then they want me to sign a no incident form which is unfair since the error was on their end. They want to cancel my policy and start over as though I requested the cancellation

  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/08/24) */
  Goosehead apologizes for the misunderstanding regarding the improper cancellation of Ms. Huff-Alexander's personal auto policy. The policy has been reinstated with no lapse in coverage upon Ms. Huff-Alexander's completion of a Statement of No Loss which was required by the underwriting insurer. Ms. Huff-Alexander's commercial auto policy has also been canceled in accordance with her original request.
  
  
  Consumer Response /* (3000, 7, 2022/08/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have a dent in the side of my car and filed under comprehensive...... no one has called me back about repair. In addition I had a claim on the commercial vehicle which should have gone under comprehensive and I was made to pay a $1k deductible which was incorrect because a tire off the freeway flew into the vehicle
  
  
  Business Response /* (4000, 9, 2022/09/02) */
  Thank you for bringing this our attention. We see that our service department contacted you on August 31, 2022 and have actively been assisting you with this claim.

• Initial Complaint

  Date:07/23/2022

  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.

  I started working with Goosehead Insurance who was recommended by my lender for home insurance in March 2022. Brian B***** was the employee I was working with. After many issues they got my home policy and flood policy set up. Brian continued pressuring me calling me sometimes multiple times a day to switch my auto from Geico. Finally around June 29 Brian called and said he could get me a policy with Safeco saving around $10 per month. In order to save more money he said I needed to download an app that would just monitor driving. I asked several times about access this app would require and he said I just had to download it. I NEVER signed the auto policy. They processed the first payment of $191.69 on 6/29/22. On 7/2 I downloaded the app. The app required access to at least 5 things on my phone including my fitness app to get the discount. I reached out to Brian on 7/2 and told him that that app is too much of a breach of my privacy and I wouldn't be allowing that. I also told him if that was the only way he could get my insurance cheaper than what I was paying with Geico, to cancel it. I still had Geico insurance. Brian responded on 7/6 that he would cancel the policy but it would raise my home insurance policy. I have asked since that date how much my home policy would increase by and I've gotten no response. I finally go paperwork to sign to cancel the auto insurance 7/11. I refused to sign because I didn't sign paperwork to start it, I wasn't to cancel it, I requested to cancel on 7/2 and Brian emailed on 7/6 stating he would, and I had Geico insurance the entire time. I'm not paying for 2 policies. They still have not canceled the policy. I've gotten emails from Safeco that they will be processing the next payment, but Goosehead is the one that has to cancel it. I've asked for a manager to call me back for over 10 days and nothing. I've sent dozens of emails with no resolution. They called all the time when they wanted business, but now won't respond.

  

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/08/08) */
  On or about June 27, 2022, Goosehead procured an auto policy for Ms. ******** through Safeco with her verbal authorization. The effective date of the policy was June 28, 2022 and a payment of $191.69 was collected for Ms. ********'s policy. When Ms. ******** requested to cancel the policy, Goosehead processed the cancellation and the policy was flat cancelled effective June 28, 2022. A refund check of $189.69 was issued to Ms. ******** on July 26, 2022.

• Initial Complaint

  Date:07/21/2022

  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've cancelled my homeowners policy twice with them and they still continued to do business with my mortgage company
  

  

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/08/04) */
  On June 16, 2022 Ms. ******** contacted Goosehead and requested to cancel her homeowner's insurance policy effective March 16, 2022 as she had obtained coverage elsewhere. On July 20, 2022, Goosehead received a premium payment from Ms. ********'s lender, but because the insurance carrier had not yet processed the cancellation of the policy, the premium payment was applied. As of the date of this response, the Ms. ********'s homeowner's insurance policy has been cancelled and the refund from the insurance carrier will be issued and sent to Ms. *** ***** by August 13, 2022.