Complaints
This profile includes complaints for Goosehead Insurance Agency, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 168 total complaints in the last 3 years.
- 61 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/26/2024
Type: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'm filling a complaint against Goosehead insurance due to issue of not receiving any help for a roof repair or replacement even though I have home insurance. I purchased my residence in September of 2020. I went into agreement with Goosehead insurance during time for home owner insurance coverage to help with issue like the one I'm having. I was given a $4928.00 deductible which makes it impossible to have any repairs done. I recently received a Roofing estimate which is attached, and I was give an amount of $8795.00 to replace my roof due to the structural damage. I have broken wood and mold in my attic which is very unsafe and unhealthy. I'm unable to receive any help based on my high deductible and the economic struggle I'm having. Financing is not an option because I'm just unable to meet the desired need to have this work completed. I pay home insurance every year and for Goosehead to provide no assistance is very unfair.
Business Response
Date: 09/27/2024
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.Customer Answer
Date: 10/04/2024
I am rejecting this response because: the following attachment shows where my home has considerable damage in several locations. Goosehead Insurance has high premiums and high deductibles which makes it hard to get any help to complete repairs. A $4928 deductible is not something anyone just has laying around in these days of economic hardship. I've reached out via email to file a complaint so an insurance adjuster can come to my home to see the damages with no response. So I've attached the following documentation for review and solution concerning this important and difficult matter.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:09/23/2024
Type: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 filing on the *************** About 6 months ago, I realized that there was double coverage on my personal auto insurance. This happened when we moved from *************, ** to ***************, ** in 2015. After moving, I took out insurance with State Farm @ ***************,**. The request to cancel our insurance with State Auto somehow wasnt processed. We tried again in 2018, but the request failed again. State Auto was charged to one credit card and State Farm a different cc (Two similar names on 2 separate cards makes it easy to miss). ********** was sending their renewals to the old address of which we never received. On 2-19-24, I obtained a letter from State Farm showing proof of insurance from *********. On 6-4-2024, ****** *****@Goosehead (the agent for **********) sent an email explaining that we were trying to cancel the policy ATX0049768 back to 2015. However, the Cancellation Request was only from 6-7-2023/2024. ********** refunded for that period. On 8-9-2024, I called to find out that the letter from State Farm wasn't sufficient and they State Auto wanted dec pages for the period in question. (They are just now asking for this - 2 months later and only after I contacted them.) On 8-31-2024, I sent dec pages from 11-13-2022/2024. On 9-9-24, I sent Certificates of Insurance (showing limits and deductibles) from *********. On 9-10-24, I sent COIs from 7-31-2019 to 6-9-2023. On 9-11-24, ******* ***** @ Goosehead said that they will expedite this request (Case #********) for us and they would work diligently to get this resolved with the utmost urgency. On 9-17-24, *****@Goosehead emailed stating that she had taken over our case and she had contacted our State Farm agent for the dec pages/COI that I had already sent. On 9-19-24 & 9-20-24, they denied my claim. I cannot upload all of my files because they are too large. Please let me know if I can email them. My email is ********************** Anything you can do to help is appreciated.Business Response
Date: 09/24/2024
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: 09/26/2024
I am rejecting this response because: They need to read my comments and see that I have emailed multiple agents - ****** *****, **** ********, ******* *****, ***** ******** as well as **************** ********** *****. I have also spoken with multiple **** on the phone but will not list at this time. If you need their names, dates and times, I can provide them. Since it seems that they are unable to find their own agents, here are there emails - ************************************ ************************************* ************************************ and ************************************** They created a Case Number for me #********. As of 9-24-2024, I was assigned to ******** ****** - *************************************** I have submitted additional documents today. See attached.
Business Response
Date: 09/27/2024
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: 10/02/2024
I am rejecting this response because:
They are still delaying the refund. See more emails attached. My contact person is ***** ****** @ ************ / ******************************
Thank you,
****** ******
Customer Answer
Date: 11/15/2024
This reply is for Goosehead and State Auto Insurance. We appreciate the (partial) refund that we have finally received from State Auto Insurance. However, we still believe that we are entitled to a refund back to 2015 approximately $10,500+. This is approximately () half of the total premium that we paid to State Auto during the time that there was double coverage. State Auto was mailing everything to a prior address in *************, ** which we never received at our new address in ***************, ***
We are asking for an additional refund as follows:
2001 Dodge Pickup from 6/7/2015 9/30/2019.
2011 GMC Acadia from 6/7/2015 9/30/2019.
2012 GMC Pickup from 6/7/2015 11/20/2020.
I am providing documentation substantiating these facts: Thank you.
1) Title Application on 2001 ***** showing this vehicle was purchased by ******* ****** @ *******, ** on 3-24-2014. It shows ****** ****** as the previous owner.
2) Certificate of Insurance on the 2001 Dodge showing coverage from 12/5/2014 6/22/2021.
3) Certificate of Insurance on the 2011 Acadia from 7/31/2015 9/30/2019 (Date traded & removed from policy).
4) Buyer Order showing that the Acadia was traded in on the 2019 **** Expedition on 9/30/2019.
5) Certificates of Insurance on the 2012 GMC K1500 Pickup from 7/31/2015 11/20/2020 (Date Traded & policy cancelled).
6) Buyer Order showing the 2012 GMC was traded in on the 2020 **** F350 on 11/20/2020.
7) Dec pages from State Auto from 6/7/2015 6/7/2021 with total premiums of $16,610 that ****** paid to State Auto. Part of the last 2 years 2019/2020 have been refunded but that leaves a lot of money not refunded. Approximately $10,500+. Thank you for your help.Customer Answer
Date: 11/20/2024
This reply is for Goosehead and State Auto Insurance. We appreciate the (partial) refund that we have finally received from State Auto Insurance. However, we still believe that we are entitled to a refund back to 2015 approximately $10,500+. This is approximately () half of the total premium that we paid to State Auto during the time that there was double coverage. State Auto was mailing everything to a prior address in *************, ** which we never received at our new address in ***************, ***
We are asking for an additional refund as follows:
2001 Dodge Pickup from 6/7/2015 9/30/2019.
2011 GMC Acadia from 6/7/2015 9/30/2019.
2012 GMC Pickup from 6/7/2015 11/20/2020.
I am providing documentation substantiating these facts: Thank you.
1) Title Application on 2001 Dodge showing this vehicle was purchased by ******* ****** @ *******, ** on 3-24-2014. It shows ****** ****** as the previous owner.
2) Certificate of Insurance on the 2001 Dodge showing coverage from 12/5/2014 6/22/2021.
3) Certificate of Insurance on the 2011 Acadia from 7/31/2015 9/30/2019 (Date traded & removed from policy).
4) Buyer Order showing that the Acadia was traded in on the 2019 **** Expedition on 9/30/2019.
5) Certificates of Insurance on the 2012 GMC K1500 Pickup from 7/31/2015 11/20/2020 (Date Traded & policy cancelled).
6) Buyer Order showing the 2012 GMC was traded in on the 2020 **** F350 on 11/20/2020.
7) Dec pages from State Auto from 6/7/2015 6/7/2021 with total premiums of $16,610 that ****** paid to State Auto. Part of the last 2 years 2019/2020 have been refunded but that leaves a lot of money not refunded. Approximately $10,500+. Thank you for your help.Business Response
Date: 11/21/2024
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:09/17/2024
Type: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, ****** *****, and my wife ****** **** purchased **************************************** on 12/29/23. On 12/19/23, we signed a flood assumption form to assume the home sellers (****** *****) flood insurance policy (policy **************) from Goosehead insurance (**********************************). We were in contact with their agent ******** ***** *************) for this process. Before purchasing the house, we told ******** that we were not going to assume the current sellers flood insurance policy, as we were purchasing our own (policy **************). After our escrow being charged $1389 on 2/29/24 for a renewal of policy **************, we contacted Goosehead Insurance about the issue. We were charged for ****** Smiths original flood policy renewal that was incorrectly assumed by us for our house. We signed a cancellation request 5/6/24 to have the assumed policy (**************) cancelled and the renewal refunded to us. Goosehead insurance placed the cancellation request, along with changing the holders of the policy back to ****** *****. The renewal (paid by our escrow) refund check was then sent to and cashed by ****** *****. We have continuously contacted Goosehead insurance and ****** flood insurance about this issue and a refund is still not given to us.Business Response
Date: 09/19/2024
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 via email.Customer Answer
Date: 09/19/2024
I am rejecting this response because:Business Response
Date: 09/20/2024
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 via emailCustomer Answer
Date: 09/20/2024
I am rejecting this response because:Initial Complaint
Date:09/16/2024
Type: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 used Goosehead to purchase insurance, the agenct-*** Northway told me I could cancel my auto on 7/9, but the new policy didn't start until 7/15. We had no idea we drove w/o insurance until we got the bill. My credit card was charged on 7/9 in the am, I received a welcome packet and additional paperwork in the afternoon of 7/9. I should have checked the date, but I thought everything was good. We paid $400 to the ***, we would like that money back. We also have home insurance through Goosehead, I got notice that was going to be canceled b/c the appropriate paperwork had no been uploaded. That was fixed but it was unnerving.Business Response
Date: 09/18/2024
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: 09/21/2024
I am rejecting this response because: I would like a refund. The company messed up, admit your mistake and make it right.Business Response
Date: 09/23/2024
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: 09/23/2024
I am rejecting this response because: I still want a refund. I think this is terrible customer service on their part.Initial Complaint
Date:09/10/2024
Type: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 insurance provider (Progressive Insurance) was brokered through Goosehead Insurance. I tried to renew my license plate sticker online for IL and it said my license plate was suspended. I called both Progressive and Goosehead to get this resolved. Turns out that Progressive provided the wrong VIN number to the IL DMV and thus couldn't verify I had/have auto insurance which I did. Progressive updated the correct VIN but the IL DMV wants $100 to reinstate my license plates and I am requesting that either Progressive or Goosehead pays this because it was not my fault. I provided proof of the correct VIN when I emailed Progressive my sales contract.Business Response
Date: 09/12/2024
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: 09/12/2024
I am rejecting this response because: No one has contacted me. Their response is generic. My license plates have been suspended because of Progressive and Goosehead insurance and they wont accept accountability for their neglect. They should communicate to the IL DMV asap and lift the suspension so that I may purchase a new sticker for my plates.Business Response
Date: 09/13/2024
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:09/03/2024
Type: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 noticed on 08/01 that my auto insurance payment had not posted. I called Progressive spending 10 mins each time to get a live person on 08/01-08/06 they kept saying the payment would post, it did not. Now they are charging me an extra $25 for "returned check" ******* has no record of their request for payment and now the exact same thing is happening with this months. It is 09/03 and they claim they sent a request on 08/31. I will not be responsible for ANY additional fees. I emailed my Goosehead agent ("******") on 08/16 after seeing the additional charge posted. She replied she would "have her team take care of it" - they did nothing and to date have done nothing. I have no tolerance for people getting a cut of my money for nothing and this agent is as bad as the last one.Business Response
Date: 09/04/2024
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:08/29/2024
Type: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 purchased my home in 2/2021. I initiated what I thought was cost effective insurance for my home.I was not educated properly on the contents, requirements or pitfalls of my policy by the originating employee who no long works for this establishment. My home was damaged by Hurricane ***** on 7/8/2024. I have never used my insurance and always remained in good standing. This insurance also had a hidden clause that allowed it to renew at a higher rate; which raised my house mortgage to an extreme rate.I was also advised the policy contained a 5% (*********) deductible + (********) for depreciation a serious error that was made by Goose Head on origination of the policy; which should have been correct but was not by a past employee. I was told it's mid policy when the error was discovered and nothing would be done whether it was an error or not. Lastly, I received a letter from AmGuard my carrier that they would no longer carry my policy after 1/27/2025. I am beyond shocked and sadden by this deceptive practice.Business Response
Date: 08/30/2024
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:08/28/2024
Type: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 needed to file a claim for my auto insurance. I get auto insurance via an intermediary called Goosehead Insurance. Per their very website, and their sales tactics, they are there to help take the guess work out of the world of insurance. I spoke to an agent named ***** who I explained in detail why I was reaching out to him. I wanted to FULLY UNDERSTAND the claim that I was filing BEFORE I filed it. In fact, I asked so many questions about it, that I apologized for asking so many questions and informed ***** that I was doing so because I wanted to fully understand the situation before making a decision. I was pretty articulate about that. He was so patient, kind, and informative, that I wrote a detailed review of him for his manager to praise him for it. The basics of it were, what type of insurance claim I had, what my deductible would be, and the decision to pay out of pocket or file a claim. I was able to take my vehicle to get a cost for repair and they gave me a quote. I scanned that quote and sent it to ***** and he was able to help give me his recommendation based on the information I provided him. Specifics. Real numbers. In the end of the day, it turns out, ***** was completely wrong about the information. I have been TRYING to work with the business asking them to compensate for the difference because I made a crucial decision based on THEIR claimed expertise and it was wrong. Not only do I keep getting the run around, that's only IF I even get an answer. They were QUICK to say they take no responsibility, even though, it's highly documented that it was in fact they who are in error. When I point this out, again - I get the run around. I did my due diligence. I asked tons of questions, i expressed calmly my issue, i tried to work directly with the business. They are treating me like I'm an idiot.Business Response
Date: 08/29/2024
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: 09/05/2024
I am rejecting this response because: While the business did reach out to me, the response that they provided was yet another account of lack of accountability. Despite the fact that they claim that their process of their company is to help inform their clients to make the best and educated decision, the information they provided me was admittedly inaccurate leading me to an inaccurate decision. They are saying that they do not take responsibility for inaccurate information.Business Response
Date: 09/06/2024
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:08/20/2024
Type: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 Agent Austin Flood set up our homeowners insurance at the wrong zip code. I signaled there were confusions with our zip code and he told me ; dont worry you will be covered. Insurance zip code did not match the deed to our house, tried to reach Austin many times to get it corrected to no avail. I was met with bogus excuses for why he could not call me back until finally he confessed that he would need to re-write the policy and our insurance would go up by 3 times. He sent me a link to progressive to apply myself to try to find a lower rate, offered no apologies or reparations. Our rate went up, we now owe progressive 212$ and we will be facing shortage in our escrow account and increase in our mortgage payment due to his mistake. Im asking that Goosehead reimburses the agents fee of 270$ that we paid in closing and the 212$ we owe to progressive to make up for the Increase at the very least. Goosehead is 100% responsible for this mistake that is causing financial hardship and should be held liable and should reimburse us for their agents negligence.Business Response
Date: 08/21/2024
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: 08/29/2024
I am rejecting this response because:
i have not received an email from you and the email received from ******* is refusing to reimburse the increase of 212$ + 25$ increase for auto therefore we do not accept this as a resolution.Goosehead Made the mistake. Had our policy been set up at the appropriate zip code and it was this expensive we would have had the opportunity to choose a different agency or shop elsewhere but you falsely quoted us and now if we got with another agency we have to pay them a large fee upfront and we cannot afford that therefore we are stuck with this increase. understand that if a business makes a mistake that financially affects a client they are responsible and liable. How we proceed from now is according to your response. We will not accept not being reimbursed.Business Response
Date: 09/27/2024
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:08/19/2024
Type: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 requested a Change of Agency from Goosehead on my current Allstate Insurance policy prior to renewal. In my lack of knowledge as to how Goosehead operates their captive and shady brokerage business I paid Goosehead as Broker for my past Allstate policy. Goosehead and its sales representative are not insurance agents. Goosehead does not service clients and lacks presentation and professional communication nor follow through. Goosehead brokers Insurance policies,collects fees and their sales representative disappears leaving unsigned documents and contractual negligence and liable exposures. I will not do business with Goosehead insurance. In order to retain my Allstate Insurance on multiple policies I requested through Allstate to change the one Goosehead written policy to a more professional and reputable agency of my choice. Goosehead denied the change of request by Allstate and now my only option is to cancel the Allstate policy and find a different Insurance company. Allstate is not the problem GOOSEHEAD is the problem. Allstate can not reassign my policy without approval from Goosehead. Reassignment of Insurance policies is common and only an unprofessional non communicative, greedy, fee collection Broker would deny this request and force and insurance consumer to either change carrier or do business with a broker that is lacking professional demeanor, has poor accountability, has bad presentation, and zero empathy in business acumen.Business Response
Date: 08/21/2024
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.
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