ComplaintsforSaferoad Insurance Agency

• Initial Complaint

  02/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called the agent on 1/13/23 or 1/14/23 to insure my Chevrolet Tahoe. Instead this company added a car that I do not own or lease. I called to get the policy updated with the correct vehicle information and advised the company this is not their first mistake. The manager was completely argumentive and gave me the agency number to call and make the changes. The agency advised they could not, I conferenced the call with the agent who again became argumentive about making the change and disconnected the call from myself and the agency. She even went so far as to notate my account to not be corrected. And will not take or return any phone calls. The phone number is a wireless number. They have blocked my number so that I'm unable to obtain any names.

  Business response

  03/21/2023

  Good day, we have received your request, and we are aware of customer situation, 

   

  She has been with us since 01/16/2019 constantly getting new quotes and new policies due to non-payment cancellation. 

  we have noticed a pattern for the past 6 months she has been stating once she has called for a quote, provided VIN over the phone, receiving documents by email/mail and payment was made. She calls 2 weeks or a month after stating it was an agent mistake to insure the incorrect vehicle, so she can swap vehicles at no charge. she did not call January 14 or 13 (when policy got initiated) to report another "issue" she called February 3rd to speak to manager and as soon as manager came to the line she started yelling she made the mistake on her account when the person who open her policy was not manager, supervisor asked her if documents sent back then were reviewed? she said she didn't look at documents sent. Manager advise customer since she was stating our ********************** always makes mistakes an option would be to call the main carrier with recorded lines and notes to request this change yet, she said didnt want to pay anything. Was advised by supervisor because she was calling on a policy bound over 3 weeks ago we couldn't refund her since it would be prorated yet started yelling again she would harass us when manager was not even aware of situation and was unable to help her advised to call when she was calmed and even offered a reopen or update. Again, our agency does not initiate policies with just a make and model we request full VIN provided by customers, so she didn't know the information so when she called 3 way with customer service we stated we have at this point refused business due to constant changes and implications from this customer. 

   

  Our answer to this complaint is still refusing to do business with this customer due to her several changes with constant issues.  and we are willing to issue her a check for full amount of $143 paid on January 13, 2023. 

   

  Sincerely, 

  ************************* BUSINESS OWNER

   

  Customer response

  04/19/2023

  Complaint: 19341138
  
  I am rejecting this response because:

  In response to the complaint, Saferoad asserts that the multiple calls made to obtain quotes reflect a prudent decision-making process. However, non-payment cancellations do not inherently violate consumer protection laws in the **************. Nevertheless, Saferoad's encouragement to let policies lapse until the next billing cycle and the subsequent requirement to initiate new policies appears to be a questionable business practice, potentially designed to generate more revenue.
  Moreover, Saferoad allegedly misrepresented my attempts to rectify their mistake with a specific vehicle's VIN number, falsely claiming that I did not contact them. Evidence provided in the form of call logs, along with the alleged blocking of the customer's number, supports the notion that Saferoad hindered the correction process.
  Thirdly, it should be noted that Safe Road failed to provide any quotations for the final modification. Inexplicably, when I requested to initiate the change, the representative immediately insisted on consulting with her supervisor. At that juncture, I was transferred to Ramses or ********, who exhibited a bellicose and loquacious demeanor that precluded me from articulating my concerns. Additionally, the agent promptly referred me to the agency, despite the fact that Safe Road was responsible for the error. As previously mentioned, I contacted ****** at the behest of Safe Road, but during the three-way conversation, the representative confirmed that they were unable to execute the change. It is imperative to note that Safe Road proceeded to berate HillCo and disconnected the call, thereafter blocking my number. Notably, Safe Road never advised me of any costs associated with the revision, which further compounds the situation. In light of the aforementioned events, it would be advisable for Safe Road to review the recorded conversations, specifically those dated January 13 at 7:00 pm, which corroborate the fact that the policy was indeed established on that date. Furthermore, it is unequivocally evident that Safe Road has been deceitful in their dealings, thereby exacerbating the situation.
  Additionally, Saferoad did not provide a quote for the fee to modify the policy, immediately transferring the request to a manager without informing the customer of any associated costs. Furthermore, the agent handling the request became confrontational and overtalkative, hindering the customer's ability to explain the situation. 
  These alleged actions may be in violation of consumer protection laws in the **************, such as the ***** Insurance Code, which requires insurance agents to provide accurate information and refrain from engaging in deceptive or misleading practices. Saferoad's conduct could also be considered a violation of the ***** Deceptive Trade Practices-Consumer Protection Act, which prohibits false or misleading representations, unconscionable actions, and unfair business practices.

  
  Regards,
  
  *****************************

  Business response

  04/19/2023

  Good Afternoon. 

   

  I would like to clarify that Ramses is my business partner and doesn't work at the office nor has access to answer any business calls.

  We don't count with any male employees at the moment so not sure who she spoke to. 

   

  Our company has the right to refuse business and we wish for her ****************

  we will mail her a check for the last amount paid of $143.00  (of amount paid according to her on the wrong vehicle) 

  we do not understand why she is so insisting on continuing doing business within our agency since every call she has made to our office starts with argument and saying she spoke to the person

  who answers the phone without even knowing names since she did mention all employees have an accent and sound the same. Therefore, she can use the money cashed from check # **** mailed to  *************************************************************-3354 and seek another agency. 

  but we will not write any new business. 

   

  Thank you,

  SINCERELY

  BUSINESS OWNER *************************

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