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 Agency, LLC

  3401 Olympus Blvd STE 440 Coppell, TX 75019

  
• 

  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 - North Austin

  9606 N Mopac Expy Ste 900 Austin, TX 78731

  

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:06/15/2024

  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 4/1/2024 we closed on a house and we're given a quote by goosehead insurance which we declined in favor of a lower quote from a different insurance company which was wrapped in the loan closing/escrow. Someone at goosehead decided to fraudulently open the policy we denied anyway and neither me or my spouse verbally agreed or signed anything. We have texts to prove we denied the coverage. We have tried to cancel several times even gave them a declaration page from the insurance we went with and now they're trying to say we owe them money. It's very shady business practices.

  

  Business Response

  Date: 06/17/2024

  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:06/09/2024

  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.

  First, the agent, *******************************, sold me an auto policy with Allstate. Then, he called me back that I couldn't have that policy and I needed to switch to National. He took my bank information over the phone and said it went through. Then, a week later, I received a notice in the mail stating that National had canceled my auto policy and I was driving without insurance and did not know it. I immediately got online and paid an additional $59.95 to get the policy reinstated. I contacted ***** and the owner of the local office, ************************* about this issue. ***** stated that there was a "banking error". The error was he did not enter my banking information correctly. He didn't own up to his error, and it took him weeks to get back to me stating that he couldn't get the reinstatement fee refunded. I copied *** on this email as well. After the second email I sent, which detailed the entire issue, *** finally responded that I would receive a refund (that was on a Friday). He said he would call me on Monday, which he didn't. I waited about two weeks and emailed him again about the status of my refund. He replied that he didn't know what refund I was referring to and told me to call the service center. Then, he emailed again and asked me to call him. I did, and their phone system said no one was available to talk with me. I emailed him again and told him to look through the email thread and gave him the date of the email where he said I would get a refund. This has been going on for over 6 weeks with no resolution. I understand that we all make mistakes; however, it is how you remedy the error that makes the difference. Both ***** and Goosehead Insurance have given me empty promises and will not take responsibility for their error, which cost me money. The lack of customer service from this company has been unacceptable. I want a resolution for my issue and I have found another insurance company that actually cares about their customers.

  

  Business Response

  Date: 06/11/2024

  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:06/04/2024

  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 September of 2023 my home insurance was up for renewal. I requested a quote for a higher dwelling coverage. Instead of a quote, they changed my policy which resulted in my owing $2,000 more on my home insurance than before. This caused the escrow on my mortgage to be negative, my mortgage amount to drastically increase and my insurance policy to lapse because there wasn't enough in my escrow to cover this new amount that I did not want. So I had no homeowner's insurance for almost a month before ******** finally got the policy reinstated. However, instead of putting the original renewal in place that I wanted (and not the quote) I have now paid over 2k more than I should have. I emailed and chatted constantly to get this issue resolved and nobody seems to care. I have tried to get quotes at other companies but now that they have submitted some document that my dwelling coverage is almost double what it should be, I can't even get an accurate quote from another company. The fact that it has been almost a year and nobody will help with their own mistake, no apologies, no options is insane. Beware of working with this company because they will s**** you.

  

  Business Response

  Date: 06/06/2024

  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.

  Customer Answer

  Date: 06/21/2024

  I have received no communication from this company in any way

  

  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

  I am rejecting this response because:   although they stated they would contact me directly I have not been contaacted at all. 

  Customer Answer

  Date: 07/31/2024

  The company sent me a copy of my policy. They did not address any of the issues I stated at all. Just sent me a copy of my current policy, which is the policy that they messed up and never corrected. They made no effort to address anything. 

  

  Business Response

  Date: 08/05/2024

  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: 08/05/2024

  I am rejecting this response because:   they still have not contacted me

• Initial Complaint

  Date:06/03/2024

  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.

  This is regarding policy OY9092494 or DY9092494 - *********************** sold the property at **************************************************************** Feb 8th 2024. She notified all parties this house was sold and therefore was no longer required to have an HOI. We are needing the charges of $2735.88 backdated. We attempted to call ***************** who did not answer the phone or return calls.I've attached the *** Settlement statement as proof of sale

  

  Business Response

  Date: 06/04/2024

  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:05/23/2024

  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 was working towards closing on a house and this insurance company was recommended. They demanded payment prior to closing date. The closing did not occur and it has now been two months and they still have not refunded my payment. They keep giving excuses. They said they accidentally sent the check to my old address, then when I let them know I still owned the house and no check had arrived, they changed the story to they accidentally sent it to the address of the home I was trying to purchase. Now they say it'll be at least another week before they can even begin to reissue the check.

  

  Business Response

  Date: 05/28/2024

  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: 05/28/2024

  I am rejecting this response because:   The business stated in the response that they would be communicating directly with me, but I have not received and email directly from the business.

  

  Business Response

  Date: 05/29/2024

  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:05/11/2024

  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.

  Business takes your money to provide a service of being your agent to get you the best insurance deal, but then I get notices of cancelation because they never finished doing their job. On many occasions Ive been charged late/cancellation fees due to their incompetence. *** spent several hours talking with Progressive to solve my issues when Goosehead is supposed to be the ones doing all the work. My agent always seems to be changing without my ************** never told about any changes being made.

  

  Business Response

  Date: 05/14/2024

  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.

• Initial Complaint

  Date:05/11/2024

  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.

  I briefly changed my agent of record to Goosehead. I was not satisfied and changed my agent back to longtime agent Monarch. Goosehead has repeatedly changed my agent of record back to them, without authorization or signature. I have sent numerous emails to address this issue and they continue to repeat this unethical behavior. ******* continues to have to change AOR back them.,I am seeking assistance to resolve this problem and make sure they do continue to alter my insurance in any way. This is fraud.

  

  Business Response

  Date: 05/15/2024

  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: 05/15/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/08/2024

  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 am continually being billed for Home Owners Insurance that was cancelled July, 2023. This is May 2024, and it appears they have not cancelled it. When I Log In on their site, it says I must speak to my agent only, nothing can be done online. When I call the Agent Telephone **************, it goes directly to a recording saying they will call me back, but this has never happened, and there is no way to leave a voicemail. A lady called me long ago and said she will "work on it" but I never heard back. The policy number is 0Y8878995. Insured location is: ************************************************** ***************************

  

  Business Response

  Date: 05/14/2024

  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.

• Initial Complaint

  Date:05/02/2024

  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.

  Goosehead insurance carried my home owners insurance since the day I bought my home 2020. Last April 18, 2023 the place that Goosehead had writing the policy, Velocity Risk insurnace stopped writing policies in **. I canncelled and concurrently switched to *********** Insurnace, policy number HP6621987. Sometime in May of 2023, Goose head insurance opened another policy for me, in which Sagesure insurance wrote. This was without my knowledge. I never signed any documents to approve this. Sagesure sent docusign documents via email on June 4, 2023. I declined the policy and declined to sign because I was already actively covered by ***********. Sagesure and Goose head then proceeded to send a bill to my mortgage company, Freedom Mortgage. Freedom mortgage paid the invoice thinking it was an active policy. I am selling my house on 5/30/2024 and have been prepping my documents for that. I noticed my escrow balance was negative and inquired about this. This is when I learned about this sagesure and goosehead policy.After several days of fighting with goose head, I was able to get a policy number and cancel it. They attempted to back date it to May 14, 2022 but Sagesure declined this and will only allow a cancellation date of 3/25/2024.I have escalated this several times, and both companies cannot produce any legal documents with my signature regarding this policy and refuse to refund the money they took. I am asking for help in this complaint, as this is fraud by definition and wrong.

  

  Business Response

  Date: 05/06/2024

  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.

  Customer Answer

  Date: 05/06/2024

  Hello,

  I will not be able to choose a response until they decide to send me an email. As of now, no email communication has been received. 

   

  ******

  Customer Answer

  Date: 05/08/2024

  I am rejecting this response because:  you have failed to communicate and resolve this issue. The issue that you have a policy I directly declined and did not signed, but still received payment for. 
  

  I have been waiting for a manager to return my phone calls for over a week (8 calendar days).

  

  Business Response

  Date: 05/09/2024

  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: 05/09/2024

  I am rejecting this response because:   Goosehead insurance has failed to communicate with me.

  

  Business Response

  Date: 05/22/2024

  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.

  Customer Answer

  Date: 05/22/2024

  I am rejecting this response because:   No information was provided. 

  

  Business Response

  Date: 05/24/2024

  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: 05/24/2024

  I am rejecting this response because:   No action to resolve this has happened.

• Initial Complaint

  Date:04/29/2024

  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.

  A Goosehead agent named ************************* signed documents in my behalf, proof attached showing I had two different insurance carriers over the last few years... *************************** is who I have been in communication with at Goosehead along with *************************- I am asking that I be reimbursed my money by the end of the week, May 3rd, to avoid further litigation with the courts- This is a FRAUD case, since I never seen the ***** policy nor did I ever sign such documents...

  

  Business Response

  Date: 04/30/2024

  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.

  Customer Answer

  Date: 04/30/2024

  I am rejecting this response because:   no refund amount has been provided nor a date for when I'll be receiving the funds please. Advise 

  

  Business Response

  Date: 05/01/2024

  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.