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:11/26/2024

  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.

  My car insurance company did not mirror my car insurance policy that I specifically told them to mirror and when I asked them, why did they did not mirror this? They said they didnt remember to do so and when I called to file a complaint, they were absolutely no help. There are no recourses for anyone who does a horrible job at their company other than them getting money. They are by far the worst insurance company I have ever deal with in my life. They do not they do not know their own CEOs name and they couldnt even tell me their data retention policy. No, could they tell me their retention policy? I asked over and over again for the CEOs name for a publicly traded company, but the representative refused to give it to me and until I finally had to snap at the person, which I know that is untrue as a publicly traded company you have to give them that information

  

  Business Response

  Date: 11/26/2024

  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:11/21/2024

  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.

  They gave me an insurance quote and I decided to go with another company and now they won't stop sending me docusigns and now they're trying to go and steal the policy from the company that I went with. This is absurd and I've asked them multiple times to stop contacting me and sending me DocuSigns. I wish to be removed from their contact list and I wish did not do any business with them now or in the future I will not do business with them ever.

  

  Business Response

  Date: 11/22/2024

  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.

• Initial Complaint

  Date:11/13/2024

  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.

  Summary of Issue: I attempted to cancel my auto policy multiple times through Goodehead Insurance, only to receive repeated messages advising me to wait several business days for contact. Despite numerous attempts to resolve the matter directly with Goodehead, no effective response was provided. Eventually, on October 24, 2024, I contacted Bristol West (the insurer) directly and canceled the policy through a Bristol West broker using DocuSign.Current Problem: On November 13, 2024, I received a renewal charge, despite having canceled my policy nearly three weeks prior. Goodehead Insurance has not taken responsibility for this issue, and no one seems willing to address the mistake or process a refund.Resolution Requested: I am seeking a prompt refund of any renewal charges made post-cancellation, along with a confirmation that my policy is indeed canceled to prevent future billing issues.

  

  Business Response

  Date: 11/14/2024

  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: 11/17/2024

  I am rejecting this response because:   I have yet to see my complaint resolved. Once I have been made whole than I will gladly repost with the positive and correct outcome that I deserve as a consumer. 

  

  Business Response

  Date: 11/18/2024

  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

• Initial Complaint

  Date:11/04/2024

  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.

  Goosehead insurance is running a scam stealing from their customers. For 3 years our homeowners ********************** which was set up through our escrow account and paid by our bank was listed as self pay with Goosehead. We never angreed to this. With each year that went by (3 years) we received cancellations on our policy with large reinstatement penalties. Our bank paid and then we paid each year. When we reached out to Goosehead about why it was being cancelled they had no answers for us and ensured it would not happen again. Until it continued to happen and they had no answers while our policy increased exponentially due to the fact that a new policy was reinstated due to the cancellation that should have never happened to begin with. We never received any bills they went straight to our bank. When we had our 3rd cancellation and over a $2500 increase in Policy and $2200 in fees we decided to start digging deeper to find out that Goosehead and our bank was telling us we were listed as escrow but they dont know why we were self pay. No one has answers. We asked for a refund for all of our overpayments and they denied us. Weve over paid thousands of dollars due to their error and they refuse to refund us. They are likely doing this to many of other innocent homeowners stealing their money just like they did to us. **** **** is the agent who scammed us and gave us no answers each year promising us that it wont happen and then also taking higher commissions when our policy increased and higher commissions for the premium we paid being listed as self pay even though our bank paid and not us.

  

  Business Response

  Date: 11/04/2024

  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:11/02/2024

  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 am extremely frustrated by the services provided agents of Goosehead. *** was the agent who sold the insurance policy on 07/27/24. My mortgage company ********* was supposed to pay the insurance premium. I informed *** and she said she'll send them the payment. I received a letter on 09/10 from ****** saying my premium wasn't paid. I called ********* on 09/10 & I was told they did not receive any info and he asked me to connect him with ***. *** was added to the ***************** was verified. The mortgage agent said they'll send the payment within 5 days. On 10/15 I received a letter from ****** saying they didn't receive the premium, and my policy was canceled on 09/27. I was devastated to know I have been without coverage for 20 days. I spoke to *** and she told me, she gets weekly reports of all accts she services and it says which accts were paid/unpaid & my acct showed paid in all reports when the acct was actually unpaid due to system error. I told *****, I would like my service fee of $199 refunded to compensate for all the time I wasted on this issue and the stress I endured. She transferred me to another dept. This agent transferred me to ******** who wanted to know what had happened. I spent several mins explaining to ********.She transferred me to ***** without informing me. So I spent hours explaining the same thing to different agents. The last agent ***** was very rude and I was devastated. She accused me of arguing with several agents. I was transferred to multiple agents against my wish. I wrote a complaint and the escalation specialist got back to me saying there didn't find ******************* closed the case. I was not asking compensation for discrimination even though i mentioned that as a possible cause. I was asking compensation for negligence and the unprofessional behavior by the agents and the stress caused by all of this and for my precious time. I explained this to the escalation specialist, but he kept repeating "discrimination".

  

  Business Response

  Date: 11/04/2024

  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: 11/04/2024

  I am rejecting this response because, the response I received from Goosehead Insurance was prior to me submitting this complaint to ***. I responded to them I was not satisfied with the response offered as they escalation specialist focussed only whether there was discrimination and he said they have no evidence of discrimination. But my complaint was asking to be compensated for negligence of not following up with payments and the policy being eventually canceled. The agent who sold the property said, she received reports saying that my account was paid all along until it got cancelled for non payment and said it was a system error. The escalation specialist also agreed, I should not have been bounced around to different agents during a single call and apologized. One agent put me on hold for 30 mins when I had called to speak with the escalation specialist. Escalation specialist apologized for that too. One agent was very rude to me and they have her name and they can listen to the call that they record for quality assurance. So, I want my complaint to be reevaluated on the facts I have provided here and NOT discrimination. It is hard to prove discrimination when they mistreat a customer, but the fact is the customer, in this case its me was mistreated as the escalation specialist agreed after listening to the calls. It is great he is going to follow up on training the agent involved but that is not going to help me in anyways for my lost time and dignity. 

  

  Business Response

  Date: 11/05/2024

  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: 11/07/2024

  I am rejecting this response because: the escalation specialist just keeps repeating the same thing over and over. He accepts the agents should not have transferred me around multiple times, one of the associates should not have put me on hold for 30 mins and one of the agents was outrageously rude and he has pulled my call that was recorded and listened to the conversations. He repeatedly told my policy was reinstated, but they canceled my policy and I did not have coverage for a while. That fact does not change just because they reinstated later on. They sent me a letter stating my policy was canceled. Had something happened to my home during the period policy was canceled, they would have rejected my claims and I would have potentially lost 100s of thousands. This is negligence of the agent for not following up with the payment as she told she would. They can pull that call and listen too. I have given all the dates in my previous emails. When I asked my service fee of $199 to be refunded, the sales agent told me she has no authority to do that and later the escalation specialist mentioned she is the only one who can do that. So this is dishonesty as well. I am so disappointed and upset. I have been with this agency for over 5 years. 

• Initial Complaint

  Date:10/17/2024

  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 reached out to Goosehead in June 2024 through a referral to ***** ******, the agent I worked with. He got me a new ************ insurance policy, as mine were set to renew on 7/10. My original flood policy was $1,421 which I was confident I was overpaying for and what prompted me to reach out to an insurance broker in the first place. He got me a new policy at $862. I signed a contract for that policy with Goosehead on 7/9 with an effective date of 7/10. At that point, my mortgage company had already paid my original policy one month in advance, on 6/11. So, I had to reach out to the insurance carrier to cancel that policy and get a refund. I should have been able to do this with no issues. However, when I went to send them my new policy declarations to prove I had a new policy, I found out that my new policy had a start date of 7/23, even though I had signed a contract that had an effective date of 7/10. As a result, they said that I had to use my original policy as that was the earlier dated one. Because of this, I immediately reached out to ****************************** to resolve this issue. On a side note, THEY ARE HORRIBLE TO WORK WITH. Totally unresponsive, I have called dozens of times in the last few weeks and while the service people that answer the phones are awesome, I have heard nothing from the sales side (who actually has authority to resolve the issue), despite being told every time someone will be reaching out within a business day. What I have asked for is: 1. a full refund on my new policy through Goosehead ($862). 2. a refund of the agent fee I paid ***** ****** ($200). 3. The difference between my original policy and my new one, as these are the damages I incurred by working with Goosehead rather than a reliable insurance broker ($559). I have been told they are going to do 1. and 2. but I am planning on taking the **************** to small claims court for 3. I have attached the flood insurance contract I signed with an effective date of 7/10.

  

  Business Response

  Date: 10/18/2024

  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: 10/18/2024

  I am rejecting this response because: I have yet to receive any kind of response from Goosehead. I am still moving forward with my small claims case against them.  

  

  Business Response

  Date: 10/18/2024

  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.

• Initial Complaint

  Date:10/07/2024

  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 SEEKED THE PROFESSIONALISM OF AN INSURANCE BROKER **** **** TO INSURE MY BIGGEST ASSET - MY HOME. I TOLD HIM I WOULD ONLY HAVE AN A+ INSURANCE TO COVER MY HOME. HE ASSURED ME THAT MERCURY INSURANCE WAS AN A+ INSURANCE COMPANY AND WOULD COVER MY HOME AGAINST ANY MISFORTUNE. **** ASSURED ME THAT THE COMPANY WAS A RUPUTABLE COMPANY AND THAT MY HOME WAS INSURED.

  

  Business Response

  Date: 10/10/2024

  Hi *****, -Thank you for bringing this to our attention. Someone from our local team will be contacting you soon to help resolve your issue

  Customer Answer

  Date: 10/14/2024

  I am rejecting this response because:   No contact made 

  

  Business Response

  Date: 10/15/2024

  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: 10/15/2024

  I am rejecting this response because:   No email received as of today 

  Customer Answer

  Date: 11/07/2024

  Goosehead insurance never contacted me about the payment as they stated.  They sold a home insurance policy which provides no coverage when peril occurred.  I have to fight with Mercury Insurance and obtain an engineer report to get a reinspection.  I want Goosehead to pay the engineer report cost.

  

  Business Response

  Date: 01/23/2025

  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: 02/02/2025

  I am rejecting this response because their has been no contact regarding the complaint.

  

  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.

• Initial Complaint

  Date:10/07/2024

  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.

  Do not use this place. ****** will mess up your paperwork. **** up your rate and not explain why. And then avoid you when you're trying to cancel with him. He put the wrong information on my insurance paperwork causing the policy to lapse due to the actual insurance company not having my correct email, phone number or address. When I found better rates and cancelled my policy with them ****** avoided my phone calls and ignored my emails. I requested a policy cancellation on 9/17 effective 9/20. He said he'd send over the paperwork. I called Progressive directly on 9/19, they were able to cancel the auto policy but not the homeowners saying it would need to be through the agent. So again I tried to get ahold of ******. I finally get cancellation paperwork but it has the wrong date. So email back, after 2 days I get it with the right date. I sign the paperwork and send it back. Today, 10/7 I called progressive to verify the account had been cancelled. It had not. ****** never submitted the paperwork. Finally get ahold of Goosehead HQ and get the policy cancelled. DO NOT do business with this place. They are predatory and will dodge you to try to keep your policy. ****** ******** should not be in business.

  

  Business Response

  Date: 10/08/2024

  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:10/02/2024

  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.

  I opened a claim with this agency after my truck broke down. My truck was towed (at my expense) to the dealership. I was told it was contaminated fuel. I was then advised to cantact my insurance. Within a few hours i received a call saying my insurance wouldnt cover and its my expense and the agent hung up. i wasnt able to ask questions and i have not been able to contact anyone. ive left messages and no one including the supervisor and their main office will return my call. my truck is currently sitting at the dealership. my wife and I are down to one vehicle. I pay these people every month and i cant get any answers.

  

  Business Response

  Date: 10/04/2024

  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:10/01/2024

  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.

  September 27, customer service complaint.I rather enjoy ********************************************* as my carrier/broker. Most of the agents and customer service agents are wonderful, as they know service is important for bonusing. However, most of my interactions have been with their agents either form Westlake or San Antonio *****. I did not know they opened an office in ******, and now I deeply regret their decision. ****** does not hold the same service standards and hospitality as *****, at least when it come to Goosehead ***********'s the specifics, on September 27, 2024 I called and spoke with *****. She introduced herself as *******, but her email to me was *****, not sure if she tried to throw me off or not; additionally, her full name shows in my email as ***** ******. Either way, I hope she does not represent the level of service provided by those agents in ******. I digress, when I called I asked for the quote I just received from **** to be made effective, and to complete those changes. She immediately started arguing with me, and said I would have to contact my agent. After a couple minutes of back and forth until she actually listened to what I was saying, we started making progress on getting the changes finalized. Though she apologized at the end, I want to submit this complaint because someone needs to retrain ***** ****** on their listening, hospitality, manners, attitude, and work ethic. I even asked for a review and though she said she would send one, she never did. Side note, I believe when I called she was either not paying attention due to another conversation she was having, or by listening to music. I could tell she was doing something else. I get it, I know people need to work hard and play hard, but you also need to know when to focus. When you receive a call, you should immediately change gears.I'm sending this complaint to BBB because I was unable to locate a way to send this to Goosehead Insurance.

  

  Business Response

  Date: 10/03/2024

  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: 10/03/2024

  I have reviewed the business response and accept this resolution.