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

  6649 Westwood Blvd Suite 200 Orlando, FL 32821

  
• 

  Goosehead Insurance - North Austin

  9606 N Mopac Expy Ste 900 Austin, TX 78731

  
• 

  Goosehead Insurance Agency, LLC

  3401 Olympus Blvd STE 440 Coppell, TX 75019

  
• 

  Goosehead Insurance

  4131 Worth Ave Ste 200 Columbus, OH 43219

  

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:08/13/2024

  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.

  In May 2024, I requested a Home insurance quote with *****************************, a Goosehead Insurance Agent who was recommended to us by our broker. The quote was provided and we had initially discussed moving forward, with the agreement to send over our information and signed documents; however after reviewing the company my husband and I decided to not move forward with Goosehead due to poor reviews. That said, no information was provided to the agent nor were documents signed or any consent to pull a policy provided. A few weeks later, we were contacted by Goosehead regarding an insurance policy. We responded that we are no longer interested in moving forward and have not made any agreements to a policy with the company, therefore it should be cancelled. Despite this, Goosehead entered me into a policy that as stated numerous times in our email chain -I did not want, select, sign up for, nor provide any signatures for, yet my lender Provident Funding was contacted and subsequently, paid $8,266 to People's Trust Insurance Company for Policy Number BFL671024-00 on 8/12/2024. Goosehead entered me into this policy despite never signing up for, consenting to, selecting, nor entering into an agreement with Goosehead and by extension People's Trust Insurance Company. I expect this payment to be refunded immediately and an investigation into how and why this occurred.

  

  Business Response

  Date: 08/13/2024

  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:07/16/2024

  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 contacted an agent from Goosehead to get a quote for a homeowners insurance policy. I spoke with the agent over text message and upon receiving the quote, decided that I no longer was interested in using their company. I received an email with a Doccusign document to go ahead and confirm that I wanted the policy. I never signed it because I did not want the policy. I still have the unopened Docusign email. I assumed this was the end of the situation considering I denied the policy. This year when I received my escrow review analysis I saw that Goosehead had gone ahead and pushed that policy without my consent taking almost three thousand dollars out of my escrow account. When I called Goosehead to see why they did this I was told that the agent just assumed I wanted the policy and bonded it without informing me and that this was perfectly legal. Goosehead admitted they didnt have any documentation with my signature on it. Goosehead used Sagesure Insurance Managers for this policy and suggested that I call them seeking a refund. Once I called Sagesure they told me that they only handled the policy because they assumed Goosehead went through the proper channels of confirming I wanted the policy and that this situation was purely Gooseheads fault. Goosehead refuses to give me a refund for a policy I never wanted and has caused my escrow account to be almost three thousand dollars in the negative for something I never wanted in the first place. I had already had a homeowners insurance policy at the time and was just casually shopping around. An agent from Goosehead bonded this policy based off me asking for a quote. I never agreed to a policy from them. This agent got her commission from stealing money out of my escrow account and now the company refuses to refund me. We were told oh well this agent doesnt work for us anymore and theres nothing else we can do. Goosehead is refusing to help any further and expects me to accept a near three thousand dollar loss

  

  Business Response

  Date: 07/19/2024

  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: 07/22/2024

  I was told I would be getting an email from Goosehead Insurance concerning my complaint about this fraudulent insurance policy. I have yet to get an email from the company. I would like to hear back in a timely manner as I need to get this situation resolved quickly so that I can replace the money taken by Goosehead back to my escrow account. Thanks. 

  Customer Answer

  Date: 07/26/2024

  I am rejecting this response because:   The business never got in touch with me like they said that they would. I was hoping to hear back, but never received a call or email. I have heard nothing. 

  

  Business Response

  Date: 07/29/2024

  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.

• Initial Complaint

  Date:07/10/2024

  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.

  Purchased a new home and was guaranteed. I had enough insurance to cover property in total. Explain to ***************************** about my 864. Square foot garage and he guaranteed me it was covered, However, I had a garage fire which was written up at seventy two thousand to replace. Insurance only gave me thirty one thousand five hundred dollars to Replace garage. This thirty one thousand five hundred dollars also was to cover sixty feet of cedar fence, as well as a shed. Altogether, it is going to cost me around eighty thousand dollars to replace all lost structures. I overinsured my property by about fifty thousand dollars to cover costs.If something like this were to happen and once again was guaranteed, Buy goosehead insurance that if anything or to go wrong, I would be covered beyond what I needed.

  

  Business Response

  Date: 08/01/2024

  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:07/09/2024

  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.

  Gooshehead agent assured me that a new auto policy that she was trying to sell me was the exact same as what i had currently had with another company. I agreed to switch insurance companies, which came with a $79.00 fee for auto and $199 fee for home. After getting my new auto policy, it was in fact not the same coverage that I previously had. She offered to add the missing perks for an additional charge to my policy. I declined and asked for the policy to be cancelled. Due to being misled, I dont feel that i should have to pay the $79 fee since it was their agent's mistake. I have ***eatedly called and they keep saying that they have escalated the case and someone will call me back. I have been waiting since june 28. I have called back five more times: 1 - july 3, 10:45 AM - call not returned 2 - july 3, 12 noon - call not returned 3 - july 3, 5:12PM - call not returned 4 - july 5, 10:08 AM - call not returned 5 - july 5, 10:10 AM - tried to use chat but "enter" button to send my Info disappeared 6 - july 5, 10:12AM - called finally returned at 10:30 AM I was told during this conversation that my call was probably never returned (7 days later) due to the 4th of july holiday. The customer service *** spoke to her manager and told me that she could see in the computer that my case shows as escalated, but there has been no follow up. She told me she would put in an inquiry for finance. I was assured i would hear back from an agent on Monday, july 8. Today is Tuesday, July 9. I have heard nothing from this company. (I am not disputing the other $199 charge - i changed homeowners insurance through their agency and don't have a problem paying when i get the service that I pay for.)Im beyond frustrated, as I feel that I was mislead and now they have taken my money and wont return my calls.

  

  Business Response

  Date: 07/15/2024

  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: 07/17/2024

  I am rejecting this response because:   I did receive a email from them as stated, but the email did not state any course of action they would take to correct this matter. They did ask me to verify the last four of my credit card for their finance team, which I did do immediately. There has been no activity from them with my credit card. 

  

  Business Response

  Date: 07/19/2024

  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: 07/22/2024

  I am rejecting this response because:   They have done absolutely nothing to fix this situation still 

  Customer Answer

  Date: 08/15/2024

  I still have not received any money back from this company. I was told it was credited to my account on July 25. It is August 15 and a credit has never appeared on my credit card for the refund. My next stop with be to report them to the ************************* 

  Customer Answer

  Date: 08/16/2024

  Hi, 

  I did receive the refund today from Goosehead Insurance, so I would like to mark this complaint as resolved but do not see how to do that. 
  I appreciate your help in addressing this matter. 
  ***** *****

• Initial Complaint

  Date:07/02/2024

  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 had *********************** as an agent for my new primary home. I discovered two years later that he had issued the policy as a secondary home, which was incorrect. I called and requested a change because I was paying a higher premium (more than $700 per year) due to this error. Although I filled out the forms and did everything required, they didn't make the change, and in the third year, I ended up paying for a secondary home again.I have called that agent several times and have never heard his voice or received an email from him. With renovations, he never called me. I requested calls, but nothing happened. When I called Gossehead, they said I had to talk to him directly or call ******************* (a relative) whom I also contacted, but he never responded either. This person does not understand his duties as an agent, such as care, obedience, and loyalty. I don't know where he got his license. I have spent too much time trying to reach him because the insurance company insists that I must go through my agent, and ********* always says I have to talk to him.

  

  Business Response

  Date: 07/05/2024

  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.

• Initial Complaint

  Date:06/27/2024

  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.

  On May 21st 2024 my mortgage company MrCooper authorized a payment of $1,694 from my escrow account based on policy information received from Goosehead Insurance Agency. I did not consent, sign, or agree to this policy provided by Safeco on behalf of Goosehead Insurance Agency. I even provided Goosehead Insurance Agency with my new insurance policy from Progressive that was paid in full by me on March 19 2024. I ask that Goosehead Insurance Agency is to cease and desist as my insurance broker. I also ask that Goosehead Insurance Agency's BBB rating reflect their acts of misconduct. Insurance agents involved were Blake ******* and Andrew ******. Please see attached supporting documents. MrCooper helped me cancel my Safeco policy and had my insurance premium reimbursed from Safeco on June 27th 2024.

  

  Business Response

  Date: 06/28/2024

  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: 06/28/2024

  I am rejecting this response because:

  I want gooshead insurance agency to acknowledge my cease and desist. They have violated my consumer rights and I do not wish to do business with them anymore.

  

  Business Response

  Date: 07/01/2024

  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:06/27/2024

  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.

  We have had insurance with them since we bought this home. We had full coverage with a decent deductible. We are not frivolous. We placed a claim and was given a major run around and was denied coverage..because the roof was never properly installed. Well..they saw that when they accepted the home for coverage..it passed our inspection with an independent company before we purchased the property. There was hail damage but " roof was installed improperly" and claim denied. I paid out of pocket for the tarp and we have had the roof replaced..we cancelled coverage with goose head/ American modern and the agent was fine with that...they even sent Doc u sign for me to cancel.But..they continue to bill the mortgage company and it is now costing more because of escrow. And we got a letter by mail on Monday saying .." thank you for choosing " them again!! The agent has said he has nothing to do with it.. basically we keep getting the run around..and it is just too much. A local TV station might be able do do something..but I doubt we are the only ones this has happened to. At this point, I need my money back from the canceled co...because the escrow paid the new company and them..they tell us one thing..and then we get word later of something different. The day my husband opened the letter he had been on the phone and was told to call back Friday..they would send a check from **** ( a prorated amount..but they didn't know how much.) is this legal? Please tell us what to do.

  

  Business Response

  Date: 06/28/2024

  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: 06/28/2024

  There has been no resolution at this time. 

• Initial Complaint

  Date:06/26/2024

  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.

  I utilized this broker to obtain quotes for home insurance when I purchased my home 12 months ago. I attempted to contact my agent multiple times with no response. After my rate increased over 50%, I contacted the general phone number and email address for the agency seeking help. They referred me back to my agent. After further repeated attempt at contact with no answer, I tried to terminate the relationship to no avail. I was forced to pay the brokerage fee in order to stay contractually compliant with ZERO service or contavt from my agent.

  

  Business Response

  Date: 06/28/2024

  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:06/21/2024

  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.

  Goosehead insurance is using unfair and deceptive business practices. My husband and I began our coverage with National General written by Goosehead insurance June 1, 2023. We have not had to use the insurance until June 17, 2024. We contacted National General and learned that my 2018 ****** Avalon was not covered. National General informed us on June 20, 2024 that my car had liability only coverage. After researching and some verification, I called National General back and let them know my vehicle is still under financing. I also stated that I did not understand why my vehicle was not fully covered. National General let me know that I would have to reach out to the company that wrote the policy to have this fixed and understood why I questioned this as it is state and federal law. When I called ****** at Goosehead she stated that there was nothing they could do to fix the policy. I asked for a manager and she state that they do not send cases to managers, but she could escalate the case. I was then placed on hold for 22 minutes just for the agent to come back and say there is nothing she could do because we signed the document for renewal. During the initial process and the renewal, my husband did state that our vehicles were still under a lien holder. Goosehead Insurance intentionally took advantage of two retired service members for their benefit. We trusted them with the safety and security of our family just to find out we are on our own. I would never recommend this company to anyone in any lifetime.

  

  Business Response

  Date: 06/25/2024

  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:06/16/2024

  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.

  On May 24, 2024, I initiated a request for a homeowners insurance quote for a property located at ***************************************, with an effective date of June 26, 2024. This request was made over the phone. The agent informed me that an application would be sent to me via email and text message. Upon receiving the application, I declined it and refrained from signing the document. Subsequently, I contacted the agent to reiterate my decision to not proceed with the insurance policy. They advised me to sign a cancellation document that would be sent to me via text message or email. Despite not having signed the initial application, I signed the cancellation document with the intention of resolving the ********* my surprise, I recently received a bill for $70, which is due immediately, for a homeowner's policy that I never formally agreed to. The insurance company claims that this amount is owed following the cancellation of the premium. The policy number associated with this bill is **********. It is important to note that I have not yet acquired ownership of the property in question.I kindly request that the insurance company cease all billing activities related to this matter, as I never entered into a signed insurance contract with them. The issuance of this bill without my consent constitutes insurance fraud in my opinion, and I will not hesitate to report this matter to the relevant authorities in the state of ***** if the billing persists.

  

  Business Response

  Date: 06/17/2024

  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: 06/18/2024

  I am rejecting this response because:

   

  Please refer to the attached email response and my reply. The response essentially states that the issue is not their responsibility. They cancelled the policy and it is up to Mission Select (an unknown entity to me) to handle any refunds or billing matters. However, I would like to clarify that I never opened a policy with Goosehead Insurance. I merely requested a quote. Consequently, I have received a $70 bill for an insurance policy that I did not authorize and which was never even put into effect. Furthermore, the property in question is not even my own residence.

  

  Business Response

  Date: 06/18/2024

  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: 06/24/2024

  I am rejecting this response because:  Not addressing my concern. I don't own any money to Goosehead Insurance. I never opened insurance with them. I just requested a quote. 

  

  Business Response

  Date: 08/06/2024

  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: 08/09/2024

  I am rejecting this response because:   Attached is Goosehead email. Goosehead want me to agree to a settlement in email. The problem is they don't explain clearly in the email what the settlement is. I don't trust them to make a blind settlement without me knowing in writing what the settlement is!. In addition, I was never insured by them. I don't owe them any money. Why I need to enter into a settlement if I never had contractual obligations with Goosehead Insurance!

  

  Business Response

  Date: 08/12/2024

  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: 08/12/2024

  I am rejecting this response because:   They are trying to make a settlement without explaining what the settlement is about. I dont own them money, never entered in writting or verbal contract  with them.

  

  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.