ComplaintsforAndrew Jantz State Farm

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We submitted a water leak claim # **-34C1-5246 to H3632333**032303935H Farm on 5/2/2022. We had a water leak in our upstairs bathroom that came through the ceiling to the bottom floor. We called in the claim & contacted Metro Solutions for mitigation. MS came out quickly, reviewed the damage & took several high moisture readings. He estimated damages at ~$130K & told us to move forward quickly to avoid mold. I called ** next to have a ** Adjuster come out to estimate damages as well. ** recommended ICS, ICS came out but said the damages were MUCH less ~$14K. We let them mitigate. ICS did not remove anything during the mitigation, cut a 2x3-inch hole in the downstairs bathroom ceiling, set up 2 fans *********** fans downstairs with 1 humidifier for 2 days & then told us it was dry & took their equipment. The next day the house smelled very musty! So, I asked MS to come back out & verify everything was dry. He came out & found everything was still very wet. The mitigation was done improperly! So, I asked MS to take over the claim going forward. MS sent ** their damage report the next day explaining the mitigation wasn't done properly & needs to be fixed asap. In response, ** went silent. We tried escalating many times without success. In October, my husband who is immuno-compromised started feeling sick. Per our agent, Andrew Jantz, suggestion we moved out of the house into an Airbnb, because he acknowledged the house was uninhabitable. On 10/6/2022, ** agreed to pay for our Airbnb & said they would review our claim again. The next day they completely flipped their decision, said they would only pay 1 mo of the Airbnb, they were sticking with the original ICS damage estimate, sent a check for ~$9K (full pmt minus our deductible) & refused to pay anymore, said the cIaim was resolved, & quit communicating with us. MS **** out as much wet material as possible for $9K. We are still displaced & our house is uninhabitable with mold now. ** has been grossly negligent & acted in bad faith.

  Business response

  05/12/2023

  Hello ******,

  I am sorry to hear about your experience with State Farm Claims. As you are aware, I spoke with you several times and worked with you and your claims rep(s) to help with communication, repair decisions, and payment arrangement as best as I could. As you are probably aware, claims are handled outside of our office by State Farm corporate themselves. The final decisions do not come from Andrew Jantz State Farm Agency, and I also hope that your complaint is not against our State *********** specifically. ********** will continue to give you the best help as possible as I personally have done my best to serve you and your family over the years!

   

  All my best,

  Andrew Jantz, State **********

  Customer response

  05/23/2023

  I am rejecting this response, because due to BBB system limitations when filing this complaint, I could not list all the names who played a role in dragging our claim out. I hold them all responsible, because none of the ** employees listed took responsibility and stood up for what is right. Andrew Jantz, I listed your name specifically since you are our agent, and as our agent should be our strongest advocate. We are still in the same predicament that we were in last October with no improvement. We are still displaced, paying rent, pending this never-ending claim. The house is still in disrepair (no bathrooms) and has since had positive mold readings. Which is to be expected, since ** refused to handle this claim appropriately and never fully removed the wet material. You even told me yourself in email, that our home was an unsafe environment back on 10/08/2022. Absolutely nothing has changed, and the last you checked in on us and this claim was last November. You told me back then that our claim was highly unusual and that you wouldn't work for an unethical company. You simply had never experienced a situation like this before. Only later in the same conversation, when I mentioned filing a *** Complaint with the state (and *** sending a letter to **), that the *** complaint was a waste of time. You got *** Complaint Letters all the time, and they don't have any effect. That tells me this happens all the time. If someone is bothered enough to file a complaint with the state, then something is wrong. These letters should hold weight or why is *** still in existence. On top of everything else, I have had to continue our insurance through you and **, due to this pending claim. I am sure you are aware of that. In the meantime, you have continued earning commissions off our payments for over a year now. So, yes, I do hold you and all the other ** employees that have acted on this claim in bad faith responsible. The other State Farm employees that I hold responsible as well are ***************************, *****************, ***********************, *************************, *************************, ********************************, & ***************************. So, I stand on my original request for reconciliation, being paying this claim adequately to fully repair our house plus all the expenses we have incurred since while being displaced.

• Initial Complaint

  07/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had State Farm insurance through the Andrew J**** office at 3710 S. Carrier Parkway #104 Grand Prairie, Texas 75052. Their phone number is 972-504-6161. My husband cancelled our insurance with State Farm on February 16, 2022 and State Farm did not acknowledge and cancel our policy until February 23, 2022. After our policy was cancelled State Farm stole and debited from our bank account at the end of February 2022 State Farm stole and took $334.93. Then on March 26, 2022 State Farm stole and debited and took another $267.11 from our bank account even though our policy was cancelled. We would like to get all our money back from State Farm they stole and took from our bank account. We did not have insurance with State Farm in March and we cancelled before they took this money from our bank account. We did not owe them any money and they took our money without our knowledge and consent. Andrew J**** and State Farm will not return our money that they stole from our bank account. We have called, emailed, sent text messages and they will not return our money. I spoke to the account manager Kyler on June 26, 2022 and again today July 5, 2022 and she just keeps telling me that they are working on it. Andrew J**** and State Farm have no intentions of returning our money to us. Andrew J**** will not even return our calls or call us back. I called the corporate office on June 26, 2022 and we were told that Andrew J**** would call us back as soon as possible but, he will not call us back. The account manager Kyler will not give me the billing account phone number so I can talk to them directly to try to get this nightmare resolved. I need help with this matter please. We have done everything we can to try to get our money back and they will not return our money. I am going to go to our bank and tell them what has happened. State Farm sent a check for $226, but State Farm still owes us $376.04.

  Business response

  08/29/2022

  Business Response /* (1000, 5, 2022/07/20) */ Please note that we have been in touch and resolved this issue with the policy owner, which is the spouse of the person who filed this complaint. This customer asked to cancel their insurance with State Farm. We submitted a cancellation request immediately to our service department (handled outside of our office by State Farm Corporate.) Please understand it can take several weeks to process a change (cancellation). There isn't anything we can do from our office to speed this up. Everything is worked in submitted order. They had signed a recurring monthly agreement to have their monthly payment taken out of their account, which will happen automatically if their policies are active. This was the agreement. Please understand again, we cannot do anything to cancel insurance without it going through our service department which is handled outside of our agency. Since the cancellation has processed, State Farm has refunded all unearned (unused) premium to the customer. State Farm will automatically adjust what is owed based on the cancellation date and what they have paid for. There is no way for our agency to "steal", keep, or take any money from the customer outside of the dates the premium is owed. Our systems simply wont allow it. What the customer is having trouble understanding is they had not paid for the month of February when they cancelled the insurance, so we had to keep part of the payment for the premium that was due for the month of February's insurance. It has been quite difficult to explain anything to the customer when they are not willing to hear an explanation. Throughout this situation, my team and I have been as genuine and helpful as we possibly can, despite being cursed at, called incompetent, and having defamatory things posted on our Google and Facebook pages. I (Andrew J****) have spoken with the policy owner and he understands that we did not and could not take any money that isnt owed. He did acknowledge his wife is going through a lot and can have a bit of a temper. However, we have done our best to communicate everything we can to this household. I, the business owner, have even stepped in and done my best to communicate the situation. Please know, even if it was possible to steal money from our customers, it would not be worth it for me personally to give up my job with State Farm and the customers we have earned to take care of. We hope you see our side now, and understand we are here to work in the best interest of our customers.

*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. ↩