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

  
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  Goosehead Insurance - Charlotte

  521 E Morehead St STE 200 Charlotte, NC 28202

  
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  Goosehead Insurance - Chicago

  6300 N River Rd Ste 500 Rosemont, IL 60018

  
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  Goosehead insurance Agency LLC

  6649 Westwood Blvd Suite 200 Orlando, FL 32821

  

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:04/05/2024

  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.

  March 1st, 2024 *********************** of Goosehead insurance generated a document for, what we believed to be, an auto draft from our new bank account to pay for our auto coverage through Foremost. We no longer wanted to use the previous bank account and planned on moving all of our money out and closing the account. On March 15th, we received an email from Goosehead stating that the *** had been received from the new account. That same day we transferred all the money out of the old account but we did not close it because we needed to go to the branch to do that. March 20th, I got an OVERDRAFT notification for the old account because ******** withdrew a 2nd payment. I called Goosehead same day to learn that the form ***** had us sign was a ONE TIME PAYMENT form and he had NOT removed the old account off of our account. I also reported that our agent, ***************************, has NEVER answered our calls. March 27th we received an email from *************************** informing us that auto draft was set up with the new account and that we would be issued a refund in 5 business days. It's been 7 and still, nothing. We then get a call from ******************************* of GH informing us that we need to send proof of the ***s from both accounts in order for Foremost to refund us. She also stated that GH would cover the overdraft fees. She sends ANOTHER form for us to complete to add the new account AGAIN. We obliged. March 29th I sent an email to ******* to inform her that the form was autocorrecting all numerical values to monetary values. No response. Emailed again 4/9. Nothing. We called and they asked us to put in ANOTHER support ticket because reps can't maintain a chain of emails with customers. Here we are weeks later with no solution, my account over drawn, and bank fees to pay. Unbelievable.

  

  Business Response

  Date: 04/09/2024

  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: 04/09/2024

  I am rejecting this response because:   I do not want a detailed email. I want a call immediately. I want my money immediately.

  

  Business Response

  Date: 04/10/2024

  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:04/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October of last year I requested my agent to get a policy for my new car and the one I currently had on policy. The agent (*************************) completely did not cover one of my cars and blamed it on my lack of communication versus taking responsibility for the oversight. Moreover, he didnt do his job and left me exposed without coverage. When I asked Goosehead Corp to find me a new agent and quote me again so I could stay with them but just have new policies, they have yet to respond and its been over a week.

  

  Business Response

  Date: 04/09/2024

  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: 04/11/2024

  I have reviewed the business response and can only accept it as I have decided to move my business elsewhere. After the lengthy period it took for a response and lengths at which I had to go to prompt one, their only solution of connecting me to another agent doesnt suffice anymore. That would have been done if they had responded in a timely manner 

• Initial Complaint

  Date:03/29/2024

  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.

  We requested a homeowner's insurance QUOTE from Goosehead (as we did from 3 different insurance agencies). They proceeded to take our information and fraudulently create a policy in our name through Allstate. We have spent hours on the phone with Goosehead and Allstate trying to get this policy terminated. The policy was created on 1/18/2024, at which time we did not even own the property. We are now receiving threats to be sent to collections by Allstate for not paying their bill and they are not even the insurance provider for the property. We can not get them to terminate the policy. Goosehead collected a commission for creating this fraudulent policy in our name and we still have not been able to get it cancelled. This has cost us so much time and money trying to get this resolved and still nothing. This should be considered insurance fraud - I don't know how they can run a successful business creating policies in people's names that did not request them.

  

  Business Response

  Date: 04/03/2024

  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: 04/03/2024

  I am rejecting this response because:   they are incapable of taking responsibility as this policy was created in error (or fraudulently) solely by them. We never accepted, signed or agreed to this policy and yet it was created in our names. The only way they seem to be able to move forward is to request our personal insurance information as proof that the property is insured. They are not *********** our legitimate policy information when they took the liberty of using our information to create their own policy and now they can't get it cancelled because they will not acknowledge fault on their part. They would like us to admit that we simply got another policy or we sold the property as the reasoning behind the cancellation - which it is not. The reason behind cancelling the policy is that it was fraudulently created by them in our names.

  

  Business Response

  Date: 04/04/2024

  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:03/27/2024

  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.

  July 2023 I called Goosehead to get a home owners and car insurance policy for my new residence I was purchasing in ********, **. Goosehead Account Executive ***************************** found a policy with Allstate for a combined auto and home insurance. At issue is she put the incorrect address for the home that was to be insured using my previous address (rental/apartment). Basically, I had been paying to insure my previous address (an apartment I had been renting) instead of my current house. This error was not caught until March 18, 2024 by ******** (mortgage processor). Due to this error I have overpaid on my car insurance and underpaid (significantly) on my homeowners policy for 8 months. To make matters worse, had ANYTHING significant occurred to my home, I would have not had insurance coverage because the agent (*****************************) wrote the policy for the wrong address. I attempted to call Goosehead to speak with *************************** supervisor. I was given the name ****** and the phone number ************.....this turned out to be their main customer service number.

  

  Business Response

  Date: 04/02/2024

  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:03/27/2024

  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 emailed my agent 2 weeks ago to re-shop my quote. He did not answer my request. I then waited a few days & called him again. He responded that he was in training & would send me a quote that evening, but he didn't. A few days later I then emailed him again with no response. At that point, I called the service desk because I didn't know what to do (3 times). On the first call the agent advised me that she couldn't re-shop only an agent can do that. So, she advised me to look for insurance elsewhere on my own & then come back that evening to let them know if I wanted to stay. She was supposed to just turn off the auto-renew, not cancel me. In fact, she advised me not to cancel so I wouldn't have a lapse in coverage, just in case I couldn't find something else. As instructed I came back that evening and spoke to agent 2, I explained the situation AGAIN to the agent. It was not possible to get another carrier on my own on short notice, so I advised her I would stay on the policy for now since she advised me that I could reshop at anytime with a new reassigned agent (something I didn't know). I told her great, please keep my policy and get me a new agent. She took my checking account & reset up my auto-renewal. She called National General and they set the policy up. I got ************ told me I was covered. I said are you sure because agent 1 sent me a document saying that my policy would cancel if I didn't call back in. She said YES, YOU ARE COVERED. NO PROBLEM. This morning I wake up. The money was withdrawn from my account for the policy, but five minutes later I got a cancellation email. I have NO COVERAGE AND A LAPSE.I then call in again to a third service person. She says they cannot reinstate my ************* only option is to find an agent. I want Goosehead to reimburse any lapse in coverage fines I incur since this was their fault! I'm in the process of moving my home and other policies away from them if it can't be resolved.

  

  Business Response

  Date: 04/02/2024

  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:03/16/2024

  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 received a notification from state auto insurance company that my mortgage insurance was no longer available and would be cancelled at the end of my term. that was on jan 30. So i went and found a new policy that would take over at the end of march. I was all set and signed up first week of Feb. Not hearing anything from my Insurance company until Feb 14th when they Emailed me about finding me a new policy. Told them I already got a new one. they sent me email saying I needed to sign a cancellation form but I didn't actually ever sign up for the insurance policy to begin with so i wasn't sure why i needed to do that. on March 8th I signed the cancellation form after I got out of work. Monday when I checked my Email they deleted the form then I received another email to sign the form, so I signed it again on monday the 12th. this one I printed out. thought that would be the end of this. but no they put payment for the insurance through my escrow for ******* on the 14th. which was 3 days after the policy I got put there payment trough. so now my escrow is short *******. My mortgage company has talked to the company on friday the 15th. but i have yet heard anything in an email or text form since then. I need to reimburse my escrow the money these people took out of my account by april 16th or my mortgage will double next year. I still have no idea how they could take money out when I never signed any forms for the new policy and thought the cancellation was just for the 5 days the old policy and my new policy with the new company would overlap.

  

  Business Response

  Date: 03/20/2024

  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 email.

  Customer Answer

  Date: 03/23/2024

  I am rejecting this response because:   they said I will have my refund check in 8 to 10 business days but I still  have no idea if they have sent it out yet or not. they had someone called ******* Email to explain what happened. they said my **************** sent the money to them and they didn't request it, but if that was true how would the mortgage company have known the amount?the mortgage already paid my new insurance company 3 days earlier. then the email said they set this up the insurance in Feb but when i got notice that the old policy wasn't renewing i set up my own policy before anyone even called me from goosehead.

  I would like to talk to someone on the phone but ******* email didn't have a number to call and he hasn't answered my email to him.

  

  Business Response

  Date: 03/25/2024

  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

  Customer Answer

  Date: 03/26/2024

  I am rejecting this response because:   emailed 2 times yet to receive another email back.

  

  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:03/14/2024

  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 have switched insurance companies due to lack of communication and prices going up with no letter or communication form this company. I have sent emails to several people *********************** 3/4/24 with no response, then I sent another email to him on 3/8/24 requesting he cancel my home owners and refund my escrow back to my mortgage company. Since I had not received a response back I sent another email to the service email. Today is the 14th with no response. I have also sent another email today. I just need them to cancel my insurance as of the 13th of February since that is when my other policy went into affect and refund my escrow back to the mortgage company. I'm not a mean person and this is not the option I wanted but seems I had no choice.

  

  Business Response

  Date: 03/20/2024

  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 email.

• Initial Complaint

  Date:03/12/2024

  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.

  Insurance sent out an inspector to do an inspection for a new policy. I was not notified that it was occurring so I wasn't home. My 89 year old father answered the door and told them to call me or return when I was home. I never heard from anyone until I received cancelation notice. They are canceling my paid in full policy stating that I refused the inspection. I was not given a chance to approve or refuse inspection. They refuse to discuss this with me.

  

  Business Response

  Date: 03/20/2024

  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 email.

• Initial Complaint

  Date:03/12/2024

  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.

  The business is not refunding money owed and is using delaying tactic to try and defraud. I have contacted the corporate office and local agent on numerous occasions only to be given the run around. Insurance was canceled on 11/30/2023 and there is still no refund

  

  Business Response

  Date: 03/20/2024

  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 email.

• Initial Complaint

  Date:03/12/2024

  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 called for a quote on homeowners insurance before I purchased my home. This was in October 2023, first time homebuyer. They said I needed to sign a contract to get a quote, so I did. The quote was very high and I ended up getting insurance with another company. They started a policy anyway, effective 11/1/2023 - I did not close until 11/21/2023. I never contacted them again and never paid a premium. Shortly after closing I started getting emails from them advising that I needed to do an inspection of my home by downloading an app and taking pictures and videos. The emails kept coming and they stated that if I did not comply the policy would be cancelled. I was confused but thought it was spam because I chose another company and had already closed on my property. In March 2024 I received a letter from a collection agency stating that I had an unpaid debt. Confused I called Goosehead Insurance and was informed I gave verbal consent to start the policy. Confused, I asked "You can verbally start an Insurance policy?" I was told yes. Then after escalating my concern, I was told I signed up for the policy, I asked if I could have any documenation supporting that and was told no. I then asked how I could have had insurance at all. It had an effective date 21 days before closing, no premium was paid, and the requirements per the emails about taking pictures and videos were not done. I was told they could cancel the policy but I am still responsible for the charges. They keep sending me cancellation documents but I am afraid to sign anything from them. I should not be charged, I never had service from this company.

  

  Business Response

  Date: 03/20/2024

  e 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.