ComplaintsforGuided Insurance Solutions, LLC

• Initial Complaint

  05/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  GUIDED INS SOLUTIONS of 4904Einshower Blvd. Ste.350 ,***** , **** ***** withdrew $733.00 from my bank account unauthorized ,thus emptying my account on May 13, ********* money was used to pay the premium on an already cancelled auto policy . I had contacted said bussiness the previous week to cancel the policy, and was assured that the policy cancellation would be taken care of properly . Their actions caused overdraft fees to be applied to my account . I guess someone at the above mentioned business dropped the ball !

  Business response

  06/11/2024

  Thank you for raising this issue. Our standard procedure upon policy cancellation is to disable automatic payment drafts to prevent further charges. The employee who handled your cancellation failed to follow this protocol, but they have been retrained to ensure proper procedures are diligently followed moving forward. We appreciate you bringing this oversight to our attention so we could rectify the situation.

  Customer response

  06/19/2024

   
  Complaint: 21757125
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Policy Effective date was supposed to be 04/04/2023 through 05/04/2024 The agent contacted me about purchasing Home and property Insurance. I asked **************** could I think about it and call him in a few days, and he kept pushing that if I did not purchase the policy, he explained that he could not give me the same rate. So, I gave him my debit card number and he debited my card. I asked that he mail me an Insurance Binder as soon as possible because I was in the process of purchasing this house and needed it at closing. I have called this gentleman at least 20 times and he only answered one time and that is because I blocked my number. I finally got ahold of a supervisor that said the wrong address which I have not lived at for almost 2 years was the one on this policy that I purchased for my new home. I asked for a manager to call me back as soon as possible in February 2024 again and **************** refused to, he explained he does not know his managers number and left me on hold. I was told by the supervisor that they changed the address to the correct address in February 2024. I would like a refund for the other months as the address they had on the policy I never received is a 1996 Mobile home and the home I purchased cash is a two-story brick home. They would not return my calls and refused to get a manager to contact me.

  Business response

  04/08/2024

  Good Morning, 

   

  We have reviewed the below complaint and here are our findings:

  - There were approximately 6 hours worth of phone calls between our agent and the insured where the insured verified the property address on multiple occassions.   

  - Attached is a copy of the Travelers policy bound 3.22.2023 with an effective date of 4.4.2023 for the property address of ***************************************************************************  This is the address provided by the insured. 

  - There was a change made 8 days after the policy inception to correct the mailing address only to ***************************************************** as the insured had not yet moved into the new home and was waiting to close. 

  - There is no evidence that the property address was incorrect during the time she was insured with Travelers and the only address that needed updating was the mailing address, which was completed.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have been trying to make changes on my policy since January 2024. Their phone customer service is terrible and I requested all communication be in email. The agent listed on my policy has never responded. Others have but dont try and help the situation or offer other solutions. *** asked them to shop around several time with no response and to delete and add another car. I made a new policy myself with the same provider. The provider added it to my policy. The new policy was supposed to take effect on 3-4-2024 and the old one was to be canceled on 3-04-2024. The new start date has been moved ( not by me) to April 2024. Ive sent multiple emails to people that ( not my listed agent). The only response I have gotten is all my policies have been canceled.

  Business response

  03/05/2024

  Good Morning,

   

  Upon reviewing the account in question and the provided email correspondence, our records indicate that we did not receive any phone calls from the insured since October of last year. On January 4, 2024, the insured emailed a request to remove his son from the policy to lower the premium. We responded with a quote reflecting the requested change on January 12, 2024, and sought confirmation to proceed as well as proof of residency for the son but received no response from the insured.

  Subsequently, on February 1, 2024, we attempted to reach the insured via phone to confirm any desired changes, leaving a voicemail. The next communication we received from the insured was on February 4, 2024, advising that he had changed his insurance through the mobile app and requesting reimbursement for the period his son remained on the policy after the initial removal request. We responded by providing the updated billing reflecting the effective date of February 4, 2024, and the prorated premium.

  Thereafter, the insured requested to cancel his auto policy entirely. We sent a cancellation request form via DocuSign, but to date, we have not received a signed copy granting permission to cancel the policy. As per the insured's stated preference, he requests all communication in writing and does not answer phone calls.

   

  Please let us know if you have further questions. 

  Customer response

  03/06/2024

  
  
  I am rejecting this response because:
  They acknowledged me wanting all communication in writing and tried calling. I dont answer because of spam calls and I have no record of the conversation. Ive seen no response in writing with them acknowledging the new policy. *** also never received a response from the agent listed on my policy.My First email was 1-4-2024 then I sent another on 1-31-2024 asking for a response . A customer should not have to wait 27 days to receive an answer  especially when someone is supposed to be their agent. I called Progressive myself on 3-4-2024 to confirm my policy was changing to the new one and at that time I canceled the old policy with them directly.

  2-28-2024 I responded to someones email and still have no response. *** responded to whoever is sending the cancellation email to have someone please respond to my other previous emails and have not gotten  response  

  as a customer I choose the way I would like to communicate , not you. 

  Sincerely,
  
  *******************

• Initial Complaint

  03/20/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  While attempting to refi my home last year I spoke to an agent who recommended I switch my home insurance because according to him I was paying too much with my current provider. I was put in contact with a gentleman by the name of ***** who proceeded to collect my information and I was put in contact with an agent by the name of ********************************* to get the process initiated. After consider my options, I decided to not move forward and requested for everything to be canceled. ***** sent me cancelation documents via email, which I esigned considering the matter resolved. Only to turn around months later on 3/12 to get an late payment due request for $335. I emmediately forwarded the email to *****. ************************************************************ asking for my requested cancelation to be honored and the requested charge to be removed or zeroed out. After several email communications with *****, he informed me that I needed to "call them" directly as he had done everything he could to resolve. I contacted the number on the attached document they sent, ************ and got an IVR message to contact my agent directly. I sent yet another email to ***** and called customer service for *********************************************. After multiple IVR promps and reaching an agent, I was then transfer to someone by the name of ** in policy department who informed me that he couldn't help and that I needed to be transferred to *****'s extension for a callback. I requested to speak to a manager and was told no one was available and that I could leave a message for someone to call me back in 24 hours. I left a message in *****'s voice mail asking for the false balance to be removed because I don't it being reported to the credit bureau for a service that should have never gone into effect. At this point, I am being charged for a service I didn't want or agreed to and canceled immediately, but obviously wasn't done. I requesting for guided solutions to take the ethical actions and resolve this issue.

  Business response

  03/23/2023

  To Whom It May ***************** have investigated this account in detail. I have found an application signed by the client-***************************, to begin the policy with Travelers dated 10/10/2022. There was a call received from the insured on 3/16/2023 into the ****************** and we took immediate action. It was escalated to the management team who worked closely with Travelers to cancel the policy effective 11/9/2022 and backdate any amount due.  We received a confirmation that the policy has no balance due as of 3/20/2023 and has been cancelled effective 11/9/2022 when the policy started.

  Customer response

  03/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  During my experience with this insurance company I was treated terrible and experienced medical complications my policy was never fixed and they took money out my account twice without my consent and they are trying to put me in collections for a problem they admitted to over the phone and this has been going on since October last year and nothing ever got fixed I'm extremely upset with this company

  Business response

  02/03/2023

  Good Morning, 

  We have reviewed the complaint from ******************** and below are our findings: 

  ******************** signed a recurring card payment authorization form (page 9 of the attached application) on 10/26/2022 giving his permission for Progressive to deduct his initial payment on the policy in the amount of ****** (payment made 10/7/2022 at 11:09am).  In addition to the initial payment, this form also authorizes Progressive to deduct monthly charges for the months listed on the policy payment schedule, and any semi-annual renewals of the policy. We have not made any unauthorized payments to ************************ account as he provided written authorization for his payments to be automatically deducted each month. Due to ******************** disputing automatic charges, returned payments, and late payments his policy was removed from auto pay by progressive on 12/20/2022 (notice attached).  His last returned payment from his bank was on 12/19/2022 in the amount of 271.15.  Progressive sent a cancellation notice to him this same day advising him that his policy would be cancelled as of 1/3/2023 due to the missed payment of $271.15.  Progressive did not receive this payment, and the policy was cancelled effective 12:01 am 1/3/2023. A cancel letter was sent (please see attached) indicating a past due balance of $211.78 for coverage up until 1/3/20023 that was not received.   If there is any additional information needed, please let us know at your earliest convenience. 

   

  Thank You

• Initial Complaint

  08/20/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  RE: Travelers Policy #************* On August 1, 2022, I switched my Home and Auto Insurance from Progressive to Travelers. I was seeking a lower premium so I searched the internet and an Agent ("*******************************" ** : **************/ *******.******** @guided solutions.com) from Guided Insurance Solutions reached out to me. We spoke for a week or two by phone and I forwarded ******* my Declaration Page for my autos (ATTACHED) and ******* told me I would get the same coverage I had with Progressive through Travelers. The annual Premium for the Auto Policy quoted was $2962.00 and the annual Premium for my Home coverage quoted was $1855.00. I agreed to this and signed all of the necessary documents. THE PROBLEM: I received a letter from my Auto Lender (The Chicago Patrolmen's ********************* that "my insurance company notified the Chicago ************************ that I do not have Collision coverage on my 2015 Lexus and that I am required to maintain both Comprehensive and Collision Insurance coverages." Upon receipt of this letter I immediately called Guided Insurance Solutions (Left Message) and I texted *******************************. I then Logged in to the Travelers website and added the missing Collision Coverage. The annual Premium difference is now $4,035.00. That is an increase of $,1073.00 annually, when I was told I would get the same coverage I had with Progressive for $2,962.00. This is a BAIT AND SWITCH and I am furious. I have switched all of my insurances (home and auto) with the understanding I would get the same coverages. Attached are the emails I sent to *************************************************** with the Policy Declarations Pages from Progressive that memorialize the coverages I was seeking. Finally I'd Like Guided Solutions to Refund the $1,073.00 to me that I must now pay to have the correct coverage or pay Travelers this amount directly. I would have never switched to Travelers through Guided Solutions If I were provided this information.

  Business response

  07/05/2023

  The customer asked to have liability coverage on his two Lexuses, and we gave him the rate.************** then asked to add full coverage on the Lexus, our agent added those coverages to the Lexus, however coverages were added to the wrong lexus as the insured has 2. Both the agent and ************** missed this error at the point of sale when ************** reviewed, signed, and returned the application to us. Over the following weekend ************** reached out to the agent via. text message stating that the wrong car had Comprehensive and Collision, and he also called into our customer service department in order to switch the coverages to the right Lexus; which took the cost from $2962 to $3965. The agent followed up with ************** and apologized for the oversight and  explained the coverages were added to the wrong *****, and informed him that he would fix the coverages the following day; which he did. When the agent called ************** again on Aug 29, he asked the agent for $1000 cash as compensation to make it right.  We informed him we can do that due to that being insurance fraud/rebating by covering the additional premium. ************** then told the agent that he was going to take the BBB compliant down only if we paid him $1000.  We again advised we are not allowed to do this.  The policy was corrected shortly after discovering the issue yet we are unable to provide any monetary compensation for an issue that was corrected. 

*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. ↩