Complaints

This profile includes complaints for Goosehead Insurance Agency, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Goosehead Insurance Agency, LLC

  1500 Solana Blvd STE 4500 Westlake, TX 76262-7314

  
• 

  Goosehead Insurance Agency, LLC

  3401 Olympus Blvd STE 440 Coppell, TX 75019

  
• 

  Goosehead Insurance

  4131 Worth Ave Ste 200 Columbus, OH 43219

  
• 

  Goosehead Insurance - Charlotte

  521 E Morehead St STE 200 Charlotte, NC 28202

  
• 

  Goosehead Insurance - Chicago

  6300 N River Rd Ste 500 Rosemont, IL 60018

  

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:02/24/2024

  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.

  Policy# ****HR066640 January, 2023: initiated Goosehead Insurance with ***************** never received my declaration page until April 2023. I received my mortgage escrow and tax statement, my home insurance increased from $969.78 to $1834.65. I tried to contact Nationwide Insurance, but was sent to Goosehead on 2/21/2024. I was told by them of 4 policy changes: 2/25/2023, 4/3/2023, 9/20/2023 and 10/4/2023. I did not initiate or was never informed of these changes. She indicated that there was a water backup on 2/25/2023 and that is why my policy changed and increased. I did not file a claim or have a water backup. I reached out to my PHH Mortgage on 2/24/2024. **************** indicated that the ********************** department received a declaration page from Nationwide for the January 6, 2023-2024 policy at $969.78. She said that my account shows that a phone call was made to their insurance department on 12/12/2023 from *************************, an agent from Nationwide, who indicated that the policy had been updated and the new premium was $1834.65. I do not know who this person is. I never received any information about this change from this person, Nationwide or Goosehead. My mortgage payment has now gone up by $203.14 to make up for the escrow deposit and shortage due to this uninformed, unauthorized insurance payment. I was not provided any information about changes to my Nationwide Homeowners insurance policy changes. Nationwide accessed funds from my PHH Mortgage escrow account without my knowledge. I am requesting a refund to my escrow account for any money paid to Nationwide Insurance over the agreed upon $969.78 amount discussed, provided in writing, and eventually received on a declaration for the January 2023-2024 term. If Nationwide Insurance would like to renew my policy, I would expect communication from an agent, an agreement and a written declaration page indicating so, prior to accessing my escrow account.

  

  Business Response

  Date: 02/29/2024

  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:02/23/2024

  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 bought a year's worth of insurance policies for my home and car. They were paid in full in July 2023 to be renewed in July 2024. I have received nurmerous emails with threat of both my home and car insurance policies to be cancel. My agent refuses to answer my calls emails and text messages. I contacted customer service they said there was an outstanding balance when there shouldnt be because I paid them in full then proceeded to hang up on me and transfer me to another customer service agent. My car ********************** will be cancelled on Monday Feb. 26 and my home insurance will be cancelled on March 1. I have paid for these and cannot afford to pay for another full years policy at this time.

  

  Business Response

  Date: 02/29/2024

  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:02/22/2024

  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 filed for divorce from my husband in January 2023, an agent for Goosehead Insurance and the agent of record for my insurance policies. I was granted a full no contact domestic violence order of protection in May 2023. My attorney requested that my husband allow me to get a new agent for my policies which include home, auto, atv and boat. He refused. I contacted Goosehead directly, they also refused. Goosehead Insurance did notify me that they reassigned my policies to another agent with Goosehead Insurance, however when I spoke with this agent she told me that all policies were not actually transferred to her and that he still had access to my information and was listed as the agent of record on the home and my other policies. Progressive contacted me directly due to the sensitive nature of this issue and were able to assist me due to their domestic violence policies. They assisted me with canceling and rewriting all policies direct except the home on 11/1/23. I spoke with them several times including most recently January 22nd, 2024. They have confirmed that my husband and Goosehead Insurance have not agreed to release the home policy to date so even if progressive were to rewrite it direct he could technically cancel it and rewrite it again as the agent since he must still be listed as additional insured on our martial home until the divorce is final.

  

  Business Response

  Date: 02/27/2024

  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: 04/05/2024

  Goosehead Insurance contacted me to get more details of my complaint which I gave them, they confirmed that they escalated the issues and promised a call back.  To date, they have not called me back, I tried to schedule a call with them as they dont allow inbound calls and they didnt call me during the scheduled time I booked.  This issue is not resolved and Goosehead has not made good faith effort to resolve it.

  

  Business Response

  Date: 04/11/2024

  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.

  Customer Answer

  Date: 04/11/2024

  I am rejecting this response because, to date, Goosehead has not provided any communication aimed to resolve this issue.  No resolution.  Just promises for escalation, follow up calls and e-mails that never actually happen.  For almost a year now my personal and private information has been compromised. Their response that they will send me an email is egregious considering the length of time I have spent requesting a resolution. 

  

  Business Response

  Date: 05/17/2024

  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.

  Customer Answer

  Date: 05/17/2024

  I am rejecting this response because Goosehead Insurance has not made an effort to address any of the concerns outlined in my complaint, they have lied and failed to follow up with my many attempts to communicate.  
  

  They post the same reply to all of the many bbb complaints against them, they cant post a reply due to privacy concerns. Privacy concerns wouldnt apply to Goosehead contacting me directly to resolve this however they refuse to do that as well. 
  

   

  

  Business Response

  Date: 05/20/2024

  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: 05/20/2024

  I am rejecting this response because a representative finally contacted me and said it looks like I dont have any policies with Goosehead, which is not correct.  I did cancel all of my policies except the one Ive filed a complaint about.  Months and months and still no one at Goosehead has provided a resolution, just the same canned/standard reply.  

  Customer Answer

  Date: 06/01/2024

  Thank for reaching out.  Ive attached several recent emails sent to Goosehead without reply. 

  

  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.

  

  Business Response

  Date: 08/06/2024

  To clarify, Ms. ******* has never provided Goosehead with documentation outlining a legal obligation to remove her estranged husband, *** *****, who was also her agent, from any and all of her insurance policies. Nor has she provided documentation showing that *** ***** holds no insurable interest in their New York property. Goosehead assigned Ms. ********* account to a new agent in good faith, and as of today's date, the only active insurance policy with *** ***** as the agent of record is the homeowners insurance policy through Progressive for the New York property (the "Policy"). However, we cannot force *** ***** to change the agent of record for the Policy from himself to another agent, just as Progressive cannot do. Again, in good faith, Goosehead reached out to *** ***** to see if he would consider agreeing to Ms. ********* request and was advised that Ms. ******* would need to direct her request to *** ******* attorney.
  

  Ms. ******* had the option to contact Gooseheads customer service team by phone, callback request, email, and online chat. Despite this, Ms. ******* chose to use callback requests. According to our records, our customer service representatives repeatedly reached Ms. ******** voicemail when following up on her requests for contact and when attempting to discuss developments in her escalation case. Additionally, there are several instances where customer service followed up their calls with emails to Ms. ******** but she did not respond to those emails. Nevertheless, on June 11, 2024, Goosehead spoke with Ms. ******* and advised her that both she and *** ***** are listed as named insureds on the Policy. As such, Goosehead must receive authorization from both parties to cancel the Policy or remove the other from the Policy (see evidence of this phone contact attached). Since *** ***** has represented himself as part owner of the New York property and Ms. ******** as the requestor, has not provided legal documentation to the contrary, Goosehead cannot in good faith remove *** ****** connection with the Policy.

  Customer Answer

  Date: 02/18/2025

  Thank you for your follow up.  The response provided by Goosehead Insurance is innacurate and I would like the record to state the facts.  *********** canceled all of my policies and rewrote the policies direct through *********** removing Goosehead Insurance and my ex as agent of record, as allowed by their Domestic Violence policy.  It is odd that Goosehead would put in writing what *********** Insurance can and can't do when *********** in fact did do this. Goosehead Insurance claims they assigned my account to a new agent, however when I spoke to that new agent she told me that my ex was still the agent of record on my policy.  Goosehead Insurance also goes on to state that I used callback requests to contact them, they fail to state that they didn't provide direct contact information and as anyone that does business with them most likely knows it is extremely difficult to contact them.  Lastly, they continue to claim that they could do nothing to help me remove my ex as my insurance agent, except falsely assign a new agent that confirmed he still was my agent in their system with access to my private information, even after being provided with a restraining order not allowing my ex any contact with me.  They conflate the concerning issue of having my ex be my agent, with me removing him as a named insured on any policy he had an interest in, which was never my request.  I simply wanted my private information protected and to have my ex removed as my agent, Goosehead failed to do so, however I am grateful for *********** Insurance and the assistance they provided me throughout this difficult ordeal.

   

  Best Regards,

  
  

• Initial Complaint

  Date:02/10/2024

  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.

  Goosehead has been the "middle-man" insurance broker for me since 2020. Nothing about their processes have created a customer friendly, nor even adequate experience.This is now the 3rd agent I've worked with, and still incompetent. They push problems to the side and keep the customer in the dark, all the while time is passing by as issues arise and a home that's supposed to be insured ends up not being insured due to their faulty processes.So now the customer is given a false sense of confidence that things are handled, money is transacted, yet the fine print still isn't satisfied which then screws the customer over once they actually need to file a claim and use the insurance theyve paid for.

  

  Business Response

  Date: 02/16/2024

  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: 02/17/2024

  I am rejecting this response because:   My house still has damage that I would use insurance money to fix but now I can't fix it, even though I've been charged the fees and have multiple confirmations of being covered, only to find out I'm not covered once I need to use it.

  

  Business Response

  Date: 02/21/2024

  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: 02/21/2024

  I am rejecting this response because:   the issue is not fixed and the customer is still left out to dry

  

  Business Response

  Date: 04/25/2024

  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: 04/29/2024

  I am rejecting this response because:   The leak issue has been lingering since February and only getting worse as time and weather continue to impact the leak. 3 months to get an answer about how insurance will fund the leak repair is unacceptable. Terrible customer service

  

  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: 05/02/2024

  I am rejecting this response because:   The case is still open, been 3 months without an answer of how the leak will be fixed. 

  

  Business Response

  Date: 05/23/2024

  We have addressed the issues raised in this complaint with the client.

• Initial Complaint

  Date:02/04/2024

  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.

  Agent ****** was very pushy from the start. I did not sign the document the agent wanted me to lock the policy. He told me it would be cancelled multiple times. The agent sent it to my mortgage company anyway and my mortgage company paid it thinking I was switching insurances. When I asked the agent why he would do that he called me multiple times in a panic telling me it was a miscommunication. There was no miscommunication he sent the document in for personal gain and made it to where I had to spend hours on the phone correcting it.

  

  Business Response

  Date: 02/07/2024

  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:01/29/2024

  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.

  Due to the mortgage company failing to send insurance payment in the timeframe required, our Commercial policy was canceled and the escrow check returned to us in late October 2023. Upon notification, I reached out to ***** Coilrarampil, Agency Owner of Goosehead Agency, ******************************************************* at **************. ***** handled this original policy, along with other policies I hold, and was able to source another insurance company. On November 16, 2023, he stated we needed to provide information and additional (historical) documentation. Upon receipt of the documents we provided, he indicated he sent them to the new insurer. During some follow-*** shortly after sending the documents, he stated that it was in underwriting and he would get back to me, I called once more a week later to be told it was still in underwriting. However, since that time, he has not responded to any voicemail messages left, or email messages sent. We contacted the corporate number 800 for Goosehead last week, and the various agents indicated that they would investigate, escalate, and get back to me within two days. Despite that assurance, they failed to do so. The agents at the 800 number indicated that they could not contact *****, he didn't have any other employees listed or a manager, they didn't know what happened to our paperwork or him, and offered no resolution. They indicated that there was no way for us to contact a corporate "escalation" team. We were told it was outbound only, and even they could not contact escalation directly. Upon hearing this, we selected another agency.What happened to this agent??? Where did he go, why does Corporate state they can't help, or why do they not have any other information on this Agency Owner? If they are receiving franchise fees, they should be responsive to customers when their franchisee disappears.

  

  Business Response

  Date: 02/07/2024

  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:01/26/2024

  Type:Customer Service 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.

  Field a claim back on September 24,2023 . Encompass my home and auto insurance assigned an ajuster and my vehicle was total loss, and a total loss specialist send me an email to let me know she will handle the case. So I waited for her to let me know what to do next but never replied to me, so at this point I try to seek help from my insurance agency Goosehead to try to see if they can assist . Well over two months and they only took my calls and said lets see what we can do, They did nothing so I had a second car accident and at this time Im still paying car insurance because my total car its still drivable. I had to deal with Encompass find the adjuster supervisor number and her supervisor number and I got the issue resolved without any help from Goosehead agency. Encompass took my vehicle on December 7 , my insurance payment was withdraw from my bank account on December 9 . Since I didnt have a vehicle to drive I called to cancel my insurance. On December 22 . They transferred me to **** LPEZ who processed the cancellation I wanted to cancel the month of December only but she suggested to cancel from Nov 25 the day after a second accident so I will be covered for that , I agree she asked me do you have another vehicle I said no , all of this is taking place on December 22 . I said no but Im going to ***** around this weekend. She said okay you can call then to insured you new vehicle. ( she never mentioned to me that I can pay $25 or so and still be insured when driving someone elses vehicle) That weekend December 29 I bought a new car but guess what when I called Goosehead agency I came to find out I dont have an agent so no one its available to help they said wait and somebody will call you back. That never happened. I got insurance but its $340 cause I was uninsured for over 30 days. I want Goosehead to correct **** LPEZ mistake and get insurance around the rate I was before ( $ 138 ) I will field a lawsuit if needed. Goosehead sucks!

  

  Business Response

  Date: 01/30/2024

  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: 02/08/2024

  They sent an email ( business owner) stating that someone will contact me, which it did the same person (********************* ) sent the same email he sent previously and havent heard from him since then. They responded within a couple days but nothing has been resolved yet. 
  Communication has stopped once again. 

  Customer Answer

  Date: 02/12/2024

  I am rejecting this response because:   

  They sent an email ( business owner) stating that someone will contact me, which it did the same person (********************* ) sent the same email he sent previously and havent heard from him since then. They responded within a couple days but nothing has been resolved yet. 
  Communication has stopped once again. 

  

  Business Response

  Date: 02/22/2024

  We have received the complaint and appreciate the opportunity to respond to our clients inquiry. Due to privacy concerns, we are unable to post a reply for public viewing, though a detailed response will be communicated directly to the client via email.

• Initial Complaint

  Date:01/25/2024

  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.

  Our problems started with ************************* who set a policy up through Mercury Home Insurance. We never agreed or signed anything. Apparently Goosehead covers themselves by saying we verbally agreed however, we never agreed to set up the policy. We agreed to look over the policy. Once we found out he went behind our back and contacted our title company to set the policy up, we were extremely upset. We then told him we do not want to do business with this company or Mercury. We went with a different company. For a month now, we have been contacted by Goosehead and Mercury to cancel the policy. Goosehead said we HAVE to sign a cancellation to cancel Mercury. We didnt even agree! We finally caved in and signed the cancellation to get rid of this nightmare. That wasnt enough. We received another and had to sign another cancellation. Then today we received a call from Goosehead and they said welcome to Goosehead! What in the world!? This needs to stop and hopefully the last guy will be able to help us and stop this! He was super nice a lot of the other employees are sweet and nice and willing to help but nothing is stopping! It feels like harassment and we are just so done with this process.

  

  Business Response

  Date: 02/06/2024

  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: 02/06/2024

  I am rejecting this response because:   I have not been contacted and since this has gone so far and has been attempted privately many times previously I refuse to do so now. I would like something to be done in regards to this matter and not to cover up and hide behind your reputation of the BBB but not use the BBB for complaints so you cannot be held responsible. This is not okay and not a great look for the company and I just want an action. Something needs to be done about this and the employee that started this mess. It was close to harassment and darn near illegal. I do not want anyone else to suffer the way we did when we should have been excited in buying a new house this company has made it a nightmare. 

  

  Business Response

  Date: 02/07/2024

  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:01/11/2024

  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.

  My vehicle was stolen in September of 2023. As of today (1/10/2024), I still do not have a car, and therefore, do not want car insurance.The issue at hand is - my home and auto-insurance were bundled. My policy period was from 12/24/2022 until 12/24/2023. After my vehicle was stolen (and the claims process was finished), Goosehead cancelled my auto-policy and back-dated my premium to pay me back for the time that I paid my premium on a vehicle that was not in my possession. My new policy was renewed on 12/24/2023 to 12/24/2024, and the issue is that Goosehead (due to their own negligence and lack of attentiveness), forgot to remove my auto-insurance for this policy, despite them being well-aware that I would only need Home Insurance. On 12/28/2023, I had $448.14 taken out of my checking account for my 1st month of Auto-Insurance. I called Goosehead that very same day, and spoke with a lady that apologized, and said this was an error from Goosehead, and mentioned that Goosehead forgot to remove my Auto Insurance from my policy. She placed me on hold, cancelled my Auto-Policy, and said that the $448.14 would be returned back to my account in a few business-days. Come to find out yesterday (1/9/2024), she actually ended up cancelling BOTH my home, and my auto-insurance.Goosehead is now saying that that with this specific insurance company (National General), they need to bundle both Home and Auto, so I need to go with a different company for Home Insurance. They said that once I switch companies, they won't be able to back-date my auto-insurance to 12/24/2023, because that will cause a lapse in my Home-Insurance, so I will only receive a Pro-Rated amount back from that $448.14 that was already wrongfully taken out of my account. I need to ensure that Goosehead returns the full $448.14 back to my bank account. I will not accept a ***** less than that. This is wrong, and not the right way to treat anyone, let alone, a valued customer. This is theft!

  

  Business Response

  Date: 01/26/2024

  We have received the complaint and appreciate the opportunity to respond to our clients inquiry. Due to privacy concerns, we are unable to post a reply for public viewing, though a detailed response will be communicated directly to the client via email.
  
  
  

• Initial Complaint

  Date:01/02/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 26th, I emailed a request in writing to Goosehead (insurance broker) to cancel coverage for one of my vehicles (Impala), but keep full-coverage active for another vehicle (camaro). We received confirmation of the vehicle removal via email from Goosehead. We also received new ID cards from the insurance carrier (Encompass) listing only the camaro. In addition, Emcompass continued to auto-deduct our new insurance premiums for the next two months. In November, a few days after our most recent auto-payment, my husband had a one vehicle accident (no injuries, no other vehicles involved). When he tried to file the claim, encompass denied the claim saying we had no active policy, and that the policy was cancelled since 09/26/2023.After numerous phone calls, searching through emails, etc. we learned that Goosehead incorrectly processed our request and instead submitted a cancellation form. Encompass has clarified that all Goosehead has to do is call them and clarify and admit guilt, and they can reinstate our policy with no lapse so that we can file our claim. Since hearing this, Goosehead has stopped taking action and only continuously says that their "investigation team is behind". They will not even allow me to file a claim under their E&O policy.

  

  Business Response

  Date: 01/26/2024

  We have received the complaint and appreciate the opportunity to respond to our clients inquiry. Due to privacy concerns, we are unable to post a reply for public viewing, though a detailed response will be communicated directly to the client via email.