Complaints

This profile includes complaints for Goosehead Insurance Agency, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Goosehead Insurance Agency, LLC

  1500 Solana Blvd STE 4500 Westlake, TX 76262-7314

  
• 

  Goosehead Insurance - Charlotte

  521 E Morehead St STE 200 Charlotte, NC 28202

  
• 

  Goosehead Insurance - Clearfork

  5600 Clearfork Main Street Ste. 110 Fort Worth, TX 76107

  
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  Goosehead Insurance - San Antonio

  10999 W Interstate 10 Ste 600 San Antonio, TX 78230

  
• 

  Goosehead Insurance Agency, LLC

  1330 Lake Robbins Dr Ste 350 The Woodlands, TX 77380

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/16/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the 24th of march signed up with goosehead insurance for homeowners policy on my upcoming home purchase. Closed on April 1st on new home. Check was mailed April 1st. Check was cashed April 10th was sent a threat of cancelation on the 10th for no payment. Called confused they said my policy was already canceled. So now I don't have homeowners insurance and they are refusing to send me my money back. They say I will get a call back. It never happens. They say 24 to 48 hrs for the finance department to send a check. Next representative says there is no finance department. I need my almost 1500 dollars back so I can get homeowners insurance back.

  

  Business Response

  Date: 04/16/2025

  We have received the complaint and appreciate the opportunity to respond to our clients inquiry. Due to privacy concerns, we are unable to post a reply for public viewing, though a detailed response will be communicated directly to the client via email.

  Customer Answer

  Date: 04/18/2025

  I am rejecting this response because: after I got a lovely call from ****** ****.   My complaint is stronger than ever.     Your company has no customer service.   I called the number on your email and talked to someone who had no idea why I called.   So I emailed.  And was informed ***** hours I would be gotten back to.   ****** **** finally calls and proceeds to lie and argue with me.   Then when I am just done arguing and hang up he sends an email informing me that I now owe 292 dollars when I was paid in full an hour before.   So he must have taken away my discounts.     I am done.    I have spent days dealing with this and I am done.   I then had to call back to figure out the 292 to learn what he wrote in my file which was more lies.   Please listen to the phonecall

  

  Business Response

  Date: 04/21/2025

  We have received the complaint and appreciate the opportunity to respond to our clients inquiry. Due to privacy concerns, we are unable to post a reply for public viewing, though a detailed response will be communicated directly to the client via email.

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had this company since 2020. When buying my house and signing the policy, I saw charges the agent never disclosed or talked to me about, in fact he told me I would be paying nothing at closing to them. Fast forward and I see hundreds of dollars charged to me for Goosehead. When I asked the agent, he said " That's how I feed my family so you are just going to have to pay it". Fast forward to 2023, I sell my house and move to ******* and am searching for a different policy. The agent that I had previously will not respond, and I am trying to get in touch with Goosehead in order to switch before my renewal. I can't get a response and am told that I need to wait for a response from an agent. I waited weeks and had to continuously call back to get someone, I was never given the call that I was promised. Once I finally got someone on the phone it was weeks later. I got a new car 5 months after I originally moved and called to change my auto policy. Surprise surprise, my agent was not answering and I had to get a support ticket in to be assigned to another agent that took days to get a response back. I had to continuously call again. I moved to ** in 2024 and had the same issue yet again. I changed the policy, and was fine until I realized last month that I was having 3 payments taken out of my account, and an umbrella policy that was never explained to me being even more money than my actual renters insurance. Now, I am getting sent multiple emails and texts from multiple agents at goosehead that surprise: DONT ANSWER yet again. I have been trying for weeks to get in contact and have not heard back. I finally got through on 4.4.25 to put a service ticket in and was told I would hear back today: My renewal (big problem!!) and have not. I have yet again had to call and am being told by the service agent ***** that I need to wait to hear back and there are no managers to tal to me. HORRIBLE CUSTOMER SERVICE!! I want a refund of all the policy fees I have paid to you.

  

  Business Response

  Date: 04/09/2025

  We have received the complaint and appreciate the opportunity to respond to our clients inquiry. Due to privacy concerns, we are unable to post a reply for public viewing, though a detailed response will be communicated directly to the client via email.

• Initial Complaint

  Date:03/26/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Progressive/Goosehead Ins *********************************************************** 3/25/25, I contacted the listed insurance agent affiliated w/Goosehead Ins. in regards to my auto policy through Progressive Ins. I spoke with a *** named ****. I expressed concern that my auto insurance premium had increased by nearly $500.I had been paying $286/month for full coverage on 2 vehicles. However, the invoice for ***** reflected an increase of $745.56 4/15/25 5/15/25 $492.11 6/15/25 $492.11 3/15/25 $492.06 **** stated the system had detected a licensed driver residing in my home namely, ***** *******. As a result, correspondence had been issued regarding the addition of ***** to my policy. I explained to **** that ***** had not been listed on my policy, & if I had intended to include her, I would have done so.**** requested that I submit documentation proving ***** doesn't reside at my ********** an effort to resolve the matter, I requested to speak w/a supervisor. **** advised that his manager would contact me within a few hours. However, I did not receive any follow-up communication.On 3/26/25, I called Goosehead again & spoke w/**********. I reiterated my concerns & renewed my request to speak w/a supervisor. ********** reached out to his manager, ****, who reviewed my policy & stated that the situation did not warrant escalation to a supervisor & referred me to Progressive.I contacted Progressive & spoke w/Trakia. She provided guidance on where to send the requested documentation re ****** residency status. I then asked for the removal of a vehicle from my policy. Kimi assisted & advised that removing my **** from the policy would result in an increased rate of $116.17 from 3/26/25 -8/15/25.An insurance company should not have the authority to add individuals to a policy without the policyholders explicit consent. The mere presence of licensed drivers in a household should not justify automatic inclusion. Policyholders should not be financially penalized for removing a vehicle

  

  Business Response

  Date: 03/28/2025

  We have received the complaint and appreciate the opportunity to respond to our clients inquiry. Due to privacy concerns, we are unable to post a reply for public viewing, though a detailed response will be communicated directly to the client via email.

• Initial Complaint

  Date:03/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There was a Hailstorm on 3/15. I have tried for 3 days to get someone on the phone to discuss the damage to my vehicle and RV. It has been 5 days now, I have not been contacted by anyone, my RV has multiple holes in the ceiling, and I am staying in it. I have been on hold for a total of > 2hrs with no answers. My Agent will not call me or help in anyway. This is a terrible experience. DO NOT USE GOOSEHEAD as your INSURANCE!! They do not care about anything but your payment.

  

  Business Response

  Date: 03/20/2025

  We have received the complaint and appreciate the opportunity to respond to our clients inquiry. Due to privacy concerns, we are unable to post a reply for public viewing, though a detailed response will be communicated directly to the client via email.

• Initial Complaint

  Date:03/14/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Goosehead sold me a policy that I faithfully paid until Progressive put an unauthorized person on my policy that raised my rates thousands of dollars. Goosehead reached out via email asking about this person and I responded that she had her own insurance and her own vehicle so she should not be listed on my policy. I never heard anything from Progressive or Goosehead after that until I got an increase in my rates. When I called Progressive they would not change anything because they said I had to speak to the ************************ I called for days and no one ever answered the phone, citing, high call volumes. I called Goosehead again, saying exactly what I just said in this. The agent I spoke to at Goosehead said she would call Progressive and asked for me to send documentation that ****** had her own coverage, which NO ONE ever asked before, and she called them. According to the agent, they received the information and said they still had to speak to me. I called again and again, no one ever answered my calls at the underwriting department and the person was still on my policy so I requested for my policy to end. I was not paying 600 dollars a month for car insurance. A week so later they took her off the policy after I had already canceled the policy and then told me I owed them 110 dollars to reimburse of running my driving record. Something that wasn't told to me BEFORE canceling. Which doesn't make sense because I had been a client of Progressive for years at that point so if they decided to run my record again, that is on them. Progressive is threatening to send the bill to collections, which I don't care about because I'm not in desperate need of credit as I own my own house and car but it's the principle of the issue.I paid this company to deal with insurance companies, and guess what? Nothing was done, none of you respond, and it's pure incompetence. I had to send email after email, request after request for weeks and weeks for this to get handled.

  

  Business Response

  Date: 03/18/2025

  We have received the complaint and appreciate the opportunity to respond to our clients inquiry. Due to privacy concerns, we are unable to post a reply for public viewing, though a detailed response will be communicated directly to the client via email.

• Initial Complaint

  Date:03/12/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchased the above mentioned home and at closing the payment for my Insurance was paid at closing of the home I have confirmed with the title company (Magnus ****** and have proof that this payment cleared 12/24/24. the insurance canceled my policy on 12/27/24 after they had received my payment and cashed it. This is causing a lapse in coverage which is costing me additional money to be paid to my mortgage company due to not having coverage for a period of time after purchasing the home. I have made calls to Goosehead insurance that says that this is not disputable and it is because they were never notified by the mortgage company (***************) that my closing date changed and reinstatement was not available all they could do is give me a new policy (of which i did obtain) but this doesn't reinstate the policy they canceled. I am at a loss what to do here. How can they cash my check for payment and then still cancel policy (just apply the payment they already had from me) to the new policy they gave me that didn't begin until 01/22/25. *************** has advised me there is nothing they can do and i have to resolve with Goosehead Insurance of whom is not willing to correct this matter. I do not feel like this is my failure to follow what should have been done and they did receive payment prior to date they canceled the policy

  

  Business Response

  Date: 03/18/2025

  We have received the complaint and appreciate the opportunity to respond to our clients inquiry. Due to privacy concerns, we are unable to post a reply for public viewing, though a detailed response will be communicated directly to the client via email

  Customer Answer

  Date: 03/18/2025

  I am rejecting this response because:   This business did call me on the phone and was very aggressive and unwilling to work out the issue speaking to me as if I am a child.  I have proof that the payment for my insurance policy Cleared on 12/24/24  they are saying that they could not apply the payment for several days after they cashed the check they received which resulted in lapse of coverage. They are not denying that they received and cashed this check they are merely saying they could not post to the policy until they had already canceled the policy 12/27/25. I did what i was supposed to do on my end by paying at closing the insurance their internal processes are not something I can control. They keep saying that my mortgage company did not notify them of my closing date changing which caused them to expect payment much sooner than they received it and i understand that in it's self is an issue separate to this issue. They required payment before a specific date of which they did receive and canceled the policy anyway, this is the issue at hand and why i am submitting complaint. This is causing me to pay my mortgage company for having no coverage during a period of which i should have been covered.

  

  Business Response

  Date: 03/20/2025

  We have received the complaint and appreciate the opportunity to respond to our clients inquiry. Due to privacy concerns, we are unable to post a reply for public viewing, though a detailed response will be communicated directly to the client via email.

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got insurance through Goosehead insurance with Branch insurance on February 16, 2023. My policy was set to renew on February 17, 2024. However, because my premiums with Branch increased way too much I contacted Goosehead and shopped around for another insurance. I ended up getting insured with ******** and my coverage would start on February 17, 2024. The Goosehead agent told me that they would take care of cancelling the renewal with Branch. However, when my escrow analysis came with *********, my mortgage payment had sky rocketted and increased by $445.98 on May 01, 2024. When I bought my house I had actually paid for a 2-1 buy down so I could save on my mortgage payment for the first 2 years of the loan. I called Amerihome to ask why the increase was so drastic since my insurance premium had only increased by $887.23 when I switched from Branch to SageSure. All they told me was that this is how escrow analysis worked and that they needed to plan for future increases. I was left just as confused, I was never told that they were paying for TWO insurances despite making it very clear that I was under the impression that they should've only been paying one policy. I actually called twice to try to get to the bottom of this with two different agents and all I was told was "try to get cheaper insurance." This caused tremendous financial hardship on me and completely negated the 2-1 buy down that I had paid for when I purchased the loan. It wasn't until my loan was sold to another lender in January 2025 that I realized I had still been paying for Branch because Goosehead never cancelled my policy. Branch sent me a notice saying that my policy had been cancelled because they didn't receive payment from my original lender. When I called Goosehead and explained the situation the agent told me that this was on them and they should've made sure they cancelled the policy and that they'd get me my money back, but now they're saying they can only backpay 60 days.

  

  Business Response

  Date: 03/13/2025

  We have received the complaint and appreciate the opportunity to respond to our clients inquiry. Due to privacy concerns, we are unable to post a reply for public viewing, though a detailed response will be communicated directly to the client via email.

  Customer Answer

  Date: 03/15/2025

  I am rejecting this response because:   

  Goosehead is not giving me any resolution to my case, nor a refund. I've spend countless hours on the phone with them and texting and emailing them this week trying to get through to a supervisor. I've lost a lot of time at work and even had to miss deadlines and important meetings in all my attempts to get this resolved. I included an additional screenshot that I didn't include in my original submission where I specifically tell the Goosehead agent that my Branch premiums are way too high and I need to shop around for new insurance, clearly meaning that I do not want to renew with Branch. I've also included some call logs and email and texts interactions where I get no resolution even after countless reach outs. I included as many new screenshots as a could fit here as the proof.

  

  Business Response

  Date: 03/20/2025

  We have received the complaint and appreciate the opportunity to respond to our clients inquiry. Due to privacy concerns, we are unable to post a reply for public viewing, though a detailed response will be communicated directly to the client via email.

  Customer Answer

  Date: 03/25/2025

  I am rejecting this response because: The business has still not granted me the refund, and they keep responding with an automated reply that says they will email me a detailed review of what they decide, which they also have not done. 

• Initial Complaint

  Date:03/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is a nightmare to work with they sent my desceased husband a check for refund on policy because in the buying of the home he was charged 2x he passed away so for 3 months i have been trying to get them to reissue the with (estate) on check they have sent it out 3 times with the check not saying (estate) on it ...also have sent it to wrong address its so rediculous,i dont know if it will ever be resolved.such a headache

  

  Business Response

  Date: 03/04/2025

  We have received the complaint and appreciate the opportunity to respond to our clients inquiry. Due to privacy concerns, we are unable to post a reply for public viewing, though a detailed response will be communicated directly to the client via email.
  

• Initial Complaint

  Date:02/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Goosehead does the insurance for Travelers. Our homeowners was canceled as of September of 2024 with them due to wildfire risk. When that happened I called Goosehead to cancel everything we had with Travelers. I didn't realize it at the time but they left the umbrella policy active. They did cancel the autos so not sure why they missed umbrella. Last month in January I noticed they were still charging our card. I called them and found out it was the umbrella. I told them that should have been cancelled with all the others and was told it would be canceled as of September to match the others and I would receive a refund. This month they charged us again. I called and was told it was never cancelled from when I called last month. I was told the *** from the last call sent a screenshot of our homeowner's policy in and that's it. I don't know why that was done since the homeowner's was already cancelled. This new ***, although it sounded like the same guy, told me he would now cancel but they could only go back 30 days. So not only will they not refund from the initial mistake but now we've been charged another month because of the second mistake of not cancelling when I called last month. I called my bank about the charges and they told me there is even a second charge for this month about to post, so a double charge now for this month. The *** is telling me they have no notes of me trying to cancel the policy when I called last month, just the homeowner's screenshot. Why would I be calling about the homeowner's when that actually was already cancelled last September? So basically this company can make whatever mistakes and put whatever in their notes and not be responsible for any of it. I want the refund below that I was told I could get the last time I called in January. This company is terrible. They should not be in business.

  

  Business Response

  Date: 02/24/2025

  We have received the complaint and appreciate the opportunity to respond to our clients inquiry. Due to privacy concerns, we are unable to post a reply for public viewing, though a detailed response will be communicated directly to the client via email.

  Customer Answer

  Date: 02/24/2025

  I have reviewed the business response and accept this resolution. They have contacted me directly and are going to refund what I requested.

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unable to contact anyone 95% of the time. Set auto draft payments but they take the money whenever they want. Have charged TWICE multiple times and then say it's autopsy and will take 10 days to give stolen money back. Canceled policy only to be charged again several days later. Employee refused to let me talk to a manager

  

  Business Response

  Date: 02/20/2025

  We have received the complaint and appreciate the opportunity to respond to our clients inquiry. Due to privacy concerns, we are unable to post a reply for public viewing, though a detailed response will be communicated directly to the client via email.

  Customer Answer

  Date: 02/20/2025

  I am rejecting this response because:   they replied they would contact directly. No response as expected. No call. No email. They are liars

  

  Business Response

  Date: 02/24/2025

  We have received the complaint and appreciate the opportunity to respond to our clients inquiry. Due to privacy concerns, we are unable to post a reply for public viewing, though a detailed response will be communicated directly to the client via email.

  Customer Answer

  Date: 02/24/2025

  I am rejecting this response because:   the only communication being received is them emailing a survey asking how they did.

  

  Business Response

  Date: 03/06/2025

  Please see attached proof that client has been contacted