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 - Chicago

  6300 N River Rd Ste 500 Rosemont, IL 60018

  
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  Goosehead Insurance - Clearfork

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

  
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  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:02/03/2025

  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.

  They will not refund my money and below is my experience I had an incredibly frustrating experience with this agency that I feel compelled to share. From the start, ******* ****** who sold us the wrong insurance policies for our short-term rentals. They sold us one with Steadily, only for us to receive a notice of cancellation just a month later because, surprise, they dont insure the type of properties we own!To make matters worse, they send me over to a new broker **** ****** who sold us a policy for our primary residence from a company called ********. We found out after we paid in full that ******** was going to require an in depth inspection of our entire home inside and out! This was not communicated upfront, and we felt pressured to pay in full immediately even though they werent set to start for 2 weeks.We expressed our concerns to our broker about the inspections and the rush to pay, but our feedback fell on deaf ears. This entire process felt deceptive and quite unprofessional. We trusted this agency to guide us through an important decision, and instead, we were left confused and dissatisfied. Do yourself a favor and steer clear of this agency if you value transparency and legitimate business practices!

  

  Business Response

  Date: 02/04/2025

  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:02/02/2025

  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 asked for landlord insurance that would cover tenants. 3 months later a tenant was stupid as h*** and stole the wiring in the electrical panel as well as stopped paying the electric and gas bill. The mix of taking the wiring from the house and not paying the gas bill caused the heater to stop working which caused the pipes to freeze, burst and flood my basement with an estimated 30,000$ in repairs. I called goosehead to report it and they said "sorry we don't handle vandalism you'll have to figure it out on your own" this is completely bs. Nowhere in any of their documents did it say we don't cover vandalism. Instead of doing their job and covering it and suing the person they are leaving me stressed out and ****** making me have to sue the person myself and lose future rent. I pay them ***** yearly to never help with anything

  

  Business Response

  Date: 02/03/2025

  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: 02/03/2025

  I am rejecting this response because:   The resolution was useless. They admitted that they weren't upfront that the policy didn't include vandalism. Selling someone something without telling them everything about the product is illegal.

  

  Business Response

  Date: 02/04/2025

  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:01/31/2025

  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 reached out to ******* ********* to obtain quotes for home and auto insurance. After our phone conversation she said I would receive paperwork via email to sign from Goosehead to complete the process. When that paperwork finally arrived, I noticed several inaccuracies including but not limited to:1. My revocable trust was not listed on the home policy.2. The auto had the wrong amount per day for rental reimbursement.3. The home policy listed my mortgage as the payee, when I have no escrow through them. 4. I could not locate the windshield coverage in the auto policy.5. The auto policy said I paid them $230.07 with no explanation to the charge.6. The auto premium was hundreds dollars more than discussed over the phone.I reached out to ******* directly multiple times, along with their service email group, and chat group. ******* said she would resolve the issues and get back to me before she was out of office. She never got back to me before leaving. The service email group has never once replied. The chat team (******* R) would not help me and said I need to work with *******.Then I noticed my credit card had been charged the $230.07 referenced above, as well as a $199 fee and $99 fee, even though I signed no paperwork, as the policies are not right. When reviewing the paperwork, there is a form that requires a signature to agree to these fees. I DID NOT SIGN THIS FORM, as the policies were not accurate. I have signed no forms, and no policies have started.I require a refund for all 3 amounts totaling $528.07. I do not want your services.Separately I reached out to travelers insurance to tell them about the situation, and they sent me forms to terminate whatever work Goosehead did. I emailed the forms back to Travelers and forwarded them to Goosehead.

  

  Business Response

  Date: 02/03/2025

  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: 02/03/2025

  I am rejecting this response because:   I have not received an email from anyone. Ive reached out to their service group numerous times with no response.

  

  Business Response

  Date: 02/04/2025

  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 call and email.

  Customer Answer

  Date: 02/04/2025

  I am rejecting this response because:   
  

  The service team, ******, finally replied to my many emails. However he said he isnt aware of the BBB complaint. He then said I need to work with ******* on the refund, but she doesnt reply. Someone of authority needs to refund me.

  

  Business Response

  Date: 02/24/2025

  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:01/14/2025

  Type:Order 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 purchased homeowners insurance through goosehead. When I rented out my property they switched my policy to a landlord policy. In September 2024, when I took back possession of my house, they were suppose to cancel the landlord policy and reissue the homeowner policy. The paperwork was completely wrong and did not describe my property at all. Additionally, the home value and property description were inaccurate causing the underwriters to reject the policy. When I told Goosehead all of the information about the property was wrong they assured me that it did not matter and we only needed to update the home value. However, for an unknown reason the paperwork wasnt processed or approved and my agent failed to communicate this. This caused my policy to be cancelled in December. It took them almost 4 months to correct simple paperwork. During this time my mortgage company paid over $11k in insurance premiums on my behalf, however, the annual policy premium is $1,300. Now my mortgage has gone up by $1000 a month. This situation was egregious and exhibits gross negligence on behalf of Goosehead. Their incompetence has cost me countless hours and money. Furthermore, the property description on my homeowners policy is STILL WRONG and my agent continues to assure me it does not matter. In no world should it have taken 4 months and threat letters from my mortgage provider to fulfil a basic and simple need of filling out policy's documentation correctly. I want my money back for the overpayments by mortgage company paid and is not making me pay. I paid for services i did not receive, and the services i did receive were unacceptable.

  

  Business Response

  Date: 01/15/2025

  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

  Customer Answer

  Date: 01/16/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:01/10/2025

  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.

  For two years, my monthly insurance rate increased without any claims filed. Seeking to reduce costs, I requested a policy reevaluation from Goosehead Insurance. During discussions, the broker suggested a garage policy for my husbands unused car, offering comprehensive coverage only. However, the broker negligently applied this policy to my active car, leaving it without the collision and liability coverage required by Texas law. When my car was involved in a hit-and-run on November 8, the insurance company denied my claim due to insufficient coverage.The broker initially denied responsibility and blamed Travelers Insurance. When we provided proof of their error, they reluctantly acknowledged it. Travelers offered to cover damages if the broker admitted to the mistake and backdated the endorsement, but the broker refused, acting in bad faith. Instead, they blamed us for not verifying the *** number, despite recordings confirming their agent failed to verify it.Further investigation exposed deceptive practices. *****, a Goosehead representative, admitted they couldnt access all employee recordings, showing a lack of transparency. ********, a supervisor, falsely claimed Travelers reviewed agent recordings, but Travelers confirmed no such review occurred. After I highlighted that both cars required liability coverage due to lienholders, Goosehead added unauthorized coverage to my car, increasing my premium by $1,100 without my consent.Attempts to resolve the issue with management were met with avoidance. **** ******* ignored my outreach, and ****** ******* claimed his hands were tied. Gooseheads actions demonstrate negligence, bad faith, bullying, and deceptive practices. Their mishandling of my case caused significant financial and emotional distress.

  

  Business Response

  Date: 01/13/2025

  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:12/31/2024

  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.

  II switched to Goosehead. Days later they can me for peeling paint. There is no rot and I can paint or replace that small bit of siding but they have left me high and dry

  

  Business Response

  Date: 01/02/2025

  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:12/18/2024

  Type:Order 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 received a quote from Goosehead Insurance for homeowner's insurance. I never accepted the quote or agreed to sign up for a policy. Then I started getting a request for my signature to agree to the quote. After numerous emails back and forth requesting they remove me from their list, the emails finally stopped. I've now received a bill in the mail for homeowner's insurance I never signed up for. I called the number for Gooshead on the bill and was told on the phone they don't see I signed up for the policy and would cancel it. I've been on hold for 29 minutes as I'm writing this waiting for the policy I never signed up for to get cancelled.

  

  Business Response

  Date: 12/18/2024

  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: 12/18/2024

  I am rejecting this response because:   they said they couldn't respond to due to privacy reasons. They didn't address the issue at all.

  

  Business Response

  Date: 12/19/2024

  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 today.

• Initial Complaint

  Date:12/18/2024

  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.

  In may of this year i was referred to goosehead insurance (worst decision). Got the policy and paid for the entire year. It took them all of 90 seconds to take my money. I finished the project I was working on and called them to inform them that I need to cancel my policy. I canceled my policy did, signed the cancelation form and thought everything was done. The cancelation was for October 1st, 2024, i called on September 24th, 2024 to start the process. It is now December 18th 2024 and I have yet to receive my refund. I have called over 10 times to figure out where my money is and everytime I call i get different answers. One answer is the company that insured you will send it, then its well we will send once they send it to us, then it's the company that insured you will send it to your *** that helped with the policy, then she said no it doesn't go to her. Just a circus of smoking mirrors. I spoke with a gentleman on December 2nd that said "it was sent to our headquarters and they sent the check out to you. It should arrive between the 11th and 12th of december. Just in time for christmas shopping hehe" obviously it was just another delayed tactic. The 12th came and went, I called again and the lady I spoke with informed me they had it and was mailed out on the 9th of December but she doesn't know where it was mailed to. It was under my impression that it would be mailed to the mailing address on the cancelation form. She then informed me that she will reach out to whoever an asked them where it was mailed to. I called back Monday December 16th and got a gentleman that couldn't even answer the most basics of questions, quite literally i'm sure he was brought off the street and put at a desk. Had him transfer me to someone more competent and she was finally able to answer my question. Confirmed the correct address but informed me that it was mailed on the 9th. It is now the 18th of December and still no refund. I want my refund. The only solution to the problem!

  

  Business Response

  Date: 12/18/2024

  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: 12/20/2024

  I am rejecting this response because:  I was contacted by an goosehead and was told that he will be handling the situation. Still waiting on my check to arrive and for that reason I rejected the response. Once I recieve my check then I will accept the response. 

  

  Business Response

  Date: 12/20/2024

  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
  

• Initial Complaint

  Date:12/17/2024

  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.

  This company harasses me several times a day texting me asking if Im interested in saving money or insurance and offering opportunity to opt out via text I opt out and they will text from other phones instead. Ive contacted them via text back telling them to stop but they continue to do so STOP harassing me and lose my number, my next filing will be with the ***.

  

  Business Response

  Date: 12/18/2024

  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: 12/18/2024

  I am rejecting this response because:   
  

  no email has been recieved. I also dont need an email, absolutely lose my number or you will be sued 

  

  Business Response

  Date: 12/18/2024

  We will not be reaching out to the client and removing contact information from our system

  Customer Answer

  Date: 12/18/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair 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.

  2 weeks ago, I started looking into shopping my landlord and homeowners insurance policies. I filled out one form on the Goosehead website hoping for a quick quote. The page never loaded, and I closed out of it and moved on to other options. Since then, I have been called, texted, and emailed repeatedly. I have unsubscribed from text communications 4 times. Goosehead continues to have different agents reach out to me from different numbers. On the 5th text outreach, I asked to be removed from all communications immediately and that this was harassment. I got a reply back from Jasmine saying she would relay my message and I wouldn't be contacted again. I just got another phone call. I don't know why Goosehead thinks the CAN-SPAM act does not apply to them, but they are in clear violation, and I want ALL of their outreach to STOP immediately. Furthermore, their emails do not have unsubscribe links in them. This is also a violation of the CAN SPAM act. I want my information completely removed from their database immediately.

  

  Business Response

  Date: 12/06/2024

  Client asked to be on DNC list. No contact will be going out to the person, per their request.

  Customer Answer

  Date: 12/06/2024

  I have reviewed the business response and accept this resolution.