ComplaintsforState Farm-Ray Scott

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom this may concern I recently went to statefarm with *** Scott insurance company in good faith however it took a term for the worst The underwriter name ****** that setup everything and at my request I wanted my auto paid on a separate date which is the 15 of each month for my auto and the 26 for my homeowners at the beginning it turned out with promises to get my policies corrected because ****** said the underwriter for customer service didn't add them on but at his request to pay him in the office until the fix it so on 3-15-23 he called me to get a payment I informed him it's still showing I owe more that he quoted me which my autovquote were ****** and homeowners ****** I was fine with both however he said they would have it fixed by the 17 for sure, I kept asking him is he sure his answer yes . I has to always call him to see if it's going to be done by my next due date again his answer yes. he also call me to get a payment for my homeowners on the 26 of March. now my auto is coming up soon on the 15tof April he's not communicating with me I had to make so many calls and emails to him he finally call and said to disregard anything I see on my acct. and they will definitely have it done by the 4-26-23 after he call to get another payment for my April 15 for auto of the same ****** but i paid it on that monday because the 15 ran on the weekend, that when he assured me they are going to have it fixed on the 26 of April, I'm not hearing from him but it still showing the same amounts from the beginning which was more than he quoted me as a result of him not contacting me and letting time pass to almost another month I called customer service and canceled my auto on the 25, if he had not kept stringing me along I would have cancel before my due date and not that far I canceled homeowners on the 26 of April because they illegally took pictures without my knowledge I was home at this point I am requesting for my for my full refund on my auto the paid only *****

  Business response

  05/25/2023

  ***** called in on in March 2023 to get a quote for insurance for her home and auto.  We ended up taking payment and starting her auto policy on 03/15/2023 and the home on 03/26/2023.
  
  The auto policy issued at a higher price than quoted, because we left off a coverage, at her request, which meant an applicable discount was taken off, and, although I listed her as separated, per her request, the underwriting department still added her husband to her policy.  I explained all of this to her and let her know that I had to add a coverage back on and then the discount will return to the policy.  I also let her know that we had to fix with underwriting the situation of having her husband on the policy.  She adamantly did not want him on her policy as they are separated.  I had to let her know that this would take some time with underwriting and that according to our agent status tracker it would be April 26th when it was taken care of. 
  
  03/27/2023 she emailed about the billing saying I told her it would be fixed and her billing was still showing higher.  I emailed back saying that again it would be fixed, but the date it would be updated by is 04/26.  I let her know that I would pause her billing account and would take payment of the amount she was quoted and then the billing would be resolved once underwriting fixes the issue of taking her husband off the policy
  04/12/2023 Spoke with her again about this and also sent her an email to recap our conversation that is in our system  
  04/24/2023 I spoke with her and let her know that underwriting would not remove her husband from her policy if he is still at the same address.  She said that if her husband was okay with that she is as well.  I was able to speak with her husband and he said that he did not want to change that and would not give us permission to do so.   I spoke with ***** and let her know this and that we would not be able to correct the premium without doing so.  She understood this. 
  04/26/2023 I also spoke with her about her home policy.  A exterior survey was required for her home.  Underwriting declined the application because of the condition of the home.  I let her know this and she also received a letter in the mail addressing this.  I let her know that if the items of concern can be fixed we can continue with the policy and they must be done by 05/24/2023.  She understood and I even sent her the pictures from the survey because she went on and on about how things werent that bad.
  She called in to cancel her auto policy when I was not here with an effective date of 04/27/2026

  Agents offices do not issue refunds as that comes from the corporate department and we are unable to effect the timing and/or amount of any potential refunds

  Customer response

  05/30/2023

  I am rejecting this response because:   from the begging ****** the underwriter  gave me a quote for home owners and auto, from the begging ****** and promise I'm  getting discounts, just scroll me along and taking my money which were ****** in which he is the one taking my payments direct from the office instead of customer service in which they don't know why or what his amounts for my discounts supposed to be ,from the get go he have promise me March and April 15th the date of my payments were setup never got fixed for my discounts supposed to have been .It was then he stop calling me, I had to keep calling him which the answer service took my info. for him to return my calls he never did. I had to email him which i have of all our conversations back and forth, he only called when it was time for another payment and still saying the discounts will definitely  be done  April 26th  because March has passed , mind you my payments were on the 15th he already  took my payments. so when he never called me after he took my payment for April  and it was still showing the discounts still not there i called after hour and spoke with customer service and were told  there they don't see any changes done by that date instead it was showing i had a over due payment that i didn't know what that were, again ****** kept stringing me along , that's when it was getting close to the april 26th and that's why i got insurance else where because by then i have had enough of his promises which wasn't going to happen before may 15th came. .that's when he called my husband which i told him from the beginning we be separated for over 10yrs. and he knew that , That he wasn't going to get the discounts he quoted me from the start. tried to get him to tell him the address where he stayed so he can use that as a excuse for not giving me my total refund. I been telling he don't anything to do with my insurance all they have to do is look on the ********** and they would see that he don't live here  that's when things got  to this . he did refuse because he don't live with me and i have my own two vehicles. i been asking to speak with the owner Ray Scott ,that never happen after three times were setup to speak with from Joselyn   setting them up . this has been a fraud or never going the way he quoted me from the get go. beware of promises and i still want my money back because ******************* me along knowing he wasn't able to get things he quoted me. I'm just a customer that came from my previous company i been with over 30yrs. because my agent left without any notice and they raised my policies up very high. I am still requesting for my full refund and i refuse to cash these small checks for my auto 35.00  nine days i only did before i cancel my policy before may came  and home owner **** my trust were  gone by then. that's a slap in my face. And not good business. 

*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. ↩