ComplaintsforZerbini Agency LLC

• Initial Complaint

  04/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In January of 2023, i called for a quote on my homeowners and auto policy which i received. I had to review it with my husband. In the meantime someone from ******* ***. showed up at my house unannounced. I happened to look outside and saw a car in my driveway and a person walking toward my back yard. I asked what they were doing and she said ******* sent her to take pictures of my home. This was unacceptable as she did not show any identification and i was not made aware this was taking place. We chose not to move forward with *******. They then sent me several bills which i ignored and then a cancellation notice. I emailed them asking why i would receive this when i never signed any paperwork or accepted their quote and they just said to call them. On 4/27/23 I received a collection notice in the amount of $335.03 stating i never paid the insurance policy. I called the credit collection service and explained what was going on and they asked me to send copies of my current insurance policies to proved i had coverage from someone else. How ridiculous i had to spend my time doing this. There is no reason this should have ever been sent to a collection agency. I then sent an email to ******* at ******* asking why i was sent to collections. Her response was "After reviewing the notes, our office has tried to contact multiple times and got no response, because no communication was updated, the policy had cancelled on its own and balances were automatically sent over to collections. The policies have been flat canceled back to the origination dates of January 19, 2023 since no application had been signed and no payments were made. Please allow 24 hours for this information to be updated in our system. Since the policies have been flat canceled, there is no balanced owed and collections will be removed. " MY RESPONSE "Just because i didn't call you back gives you no right to assume i wanted the policy, as you must have assumed this because you sent me a bill then a cancellation notice. Then you sent this to collections? You noted that i didn't commit to anything and that i never signed an agreement so why did you send me to collections? I am very upset about this. We decided not to go with you because you sent an unannounced person to my house and they took pictures. That person never identified themself or come to my door to tell me why they were at my house. I happen to look outside and saw a car in my driveway and a person walking up my driveway, I had to ask them what they were doing. This is poor business. I had to take time out of my work day today to call the collection people and send them a copy of my current declaration policies to prove i had insurance during this time... ridiculous. I also called for the owner of your company and she couldn't even return my call. I am reporting this to the BBB." This is just bad business. I hope my credit is affected by this.

  

  Business response

  04/28/2023

  Per our recorded calls client and spouse authorized a purchase of new home and auto policy on December 20, 2022 with an effective date of 1-19-23 as she had already paid her current month premium to prior insurer.  Per conversation with her and her husband we received verbal confirmation to bind the policy on December 20, 2022 and we did. Once the policy was bound the client receive multiple communications from our office that included the new policy documents via email.  On January 9, 2023, January 11, 2023, February 6, 2023, February 8, 2023 and multiple other times we tried to reach the client regarding the next steps with their new policy and the calls were not returned. We had our first contact with her yesterday 4-27-23 expressing she was upset over the bill being sent to collections.  Right after her call I personally reached out and flat cancelled the policy back to the start date as a courtesy which removed any cost associated with this policy and removed any collection actions going forward.  As for the inspection of the property all insurance companies do an inspection at inception of a new home policy this is standard procedure in the industry.  I believe at this point we have rectified the situation and no further action is required.  Our goal always is to properly protect our client.

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