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Complaint Details
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Initial Complaint
07/02/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I had *********************** as an agent for my new primary home. I discovered two years later that he had issued the policy as a secondary home, which was incorrect. I called and requested a change because I was paying a higher premium (more than $700 per year) due to this error. Although I filled out the forms and did everything required, they didn't make the change, and in the third year, I ended up paying for a secondary home again.I have called that agent several times and have never heard his voice or received an email from him. With renovations, he never called me. I requested calls, but nothing happened. When I called Gossehead, they said I had to talk to him directly or call ******************* (a relative) whom I also contacted, but he never responded either. This person does not understand his duties as an agent, such as care, obedience, and loyalty. I don't know where he got his license. I have spent too much time trying to reach him because the insurance company insists that I must go through my agent, and ********* always says I have to talk to him.
Business response
07/05/2024
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
06/27/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On May 21st 2024 my mortgage company MrCooper authorized a payment of $1,694 from my escrow account based on policy information received from Goosehead Insurance Agency. I did not consent, sign, or agree to this policy provided by Safeco on behalf of Goosehead Insurance Agency. I even provided Goosehead Insurance Agency with my new insurance policy from Progressive that was paid in full by me on March 19 2024. I ask that Goosehead Insurance Agency is to cease and desist as my insurance broker. I also ask that Goosehead Insurance Agency's BBB rating reflect their acts of misconduct. Insurance agents involved were Blake ******* and Andrew ******. Please see attached supporting documents. MrCooper helped me cancel my Safeco policy and had my insurance premium reimbursed from Safeco on June 27th 2024.Business response
06/28/2024
We have received the complaint and appreciate the opportunity to respond to our client’s 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 response
06/28/2024
I am rejecting this response because:
I want gooshead insurance agency to acknowledge my cease and desist. They have violated my consumer rights and I do not wish to do business with them anymore.
Business response
07/01/2024
We have received the complaint and appreciate the opportunity to respond to our client’s 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
06/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have had insurance with them since we bought this home. We had full coverage with a decent deductible. We are not frivolous. We placed a claim and was given a major run around and was denied coverage..because the roof was never properly installed. Well..they saw that when they accepted the home for coverage..it passed our inspection with an independent company before we purchased the property. There was hail damage but " roof was installed improperly" and claim denied. I paid out of pocket for the tarp and we have had the roof replaced..we cancelled coverage with goose head/ American modern and the agent was fine with that...they even sent Doc u sign for me to cancel.But..they continue to bill the mortgage company and it is now costing more because of escrow. And we got a letter by mail on Monday saying .." thank you for choosing " them again!! The agent has said he has nothing to do with it.. basically we keep getting the run around..and it is just too much. A local TV station might be able do do something..but I doubt we are the only ones this has happened to. At this point, I need my money back from the canceled co...because the escrow paid the new company and them..they tell us one thing..and then we get word later of something different. The day my husband opened the letter he had been on the phone and was told to call back Friday..they would send a check from **** ( a prorated amount..but they didn't know how much.) is this legal? Please tell us what to do.Business response
06/28/2024
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 response
06/28/2024
There has been no resolution at this time.Initial Complaint
06/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I utilized this broker to obtain quotes for home insurance when I purchased my home 12 months ago. I attempted to contact my agent multiple times with no response. After my rate increased over 50%, I contacted the general phone number and email address for the agency seeking help. They referred me back to my agent. After further repeated attempt at contact with no answer, I tried to terminate the relationship to no avail. I was forced to pay the brokerage fee in order to stay contractually compliant with ZERO service or contavt from my agent.Business response
06/28/2024
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
06/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Goosehead insurance is using unfair and deceptive business practices. My husband and I began our coverage with National General written by Goosehead insurance June 1, 2023. We have not had to use the insurance until June 17, 2024. We contacted National General and learned that my 2018 ****** Avalon was not covered. National General informed us on June 20, 2024 that my car had liability only coverage. After researching and some verification, I called National General back and let them know my vehicle is still under financing. I also stated that I did not understand why my vehicle was not fully covered. National General let me know that I would have to reach out to the company that wrote the policy to have this fixed and understood why I questioned this as it is state and federal law. When I called ****** at Goosehead she stated that there was nothing they could do to fix the policy. I asked for a manager and she state that they do not send cases to managers, but she could escalate the case. I was then placed on hold for 22 minutes just for the agent to come back and say there is nothing she could do because we signed the document for renewal. During the initial process and the renewal, my husband did state that our vehicles were still under a lien holder. Goosehead Insurance intentionally took advantage of two retired service members for their benefit. We trusted them with the safety and security of our family just to find out we are on our own. I would never recommend this company to anyone in any lifetime.Business response
06/25/2024
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
06/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 4/1/2024 we closed on a house and we're given a quote by goosehead insurance which we declined in favor of a lower quote from a different insurance company which was wrapped in the loan closing/escrow. Someone at goosehead decided to fraudulently open the policy we denied anyway and neither me or my spouse verbally agreed or signed anything. We have texts to prove we denied the coverage. We have tried to cancel several times even gave them a declaration page from the insurance we went with and now they're trying to say we owe them money. It's very shady business practices.Business response
06/17/2024
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
06/09/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
First, the agent, *******************************, sold me an auto policy with Allstate. Then, he called me back that I couldn't have that policy and I needed to switch to National. He took my bank information over the phone and said it went through. Then, a week later, I received a notice in the mail stating that National had canceled my auto policy and I was driving without insurance and did not know it. I immediately got online and paid an additional $59.95 to get the policy reinstated. I contacted ***** and the owner of the local office, ************************* about this issue. ***** stated that there was a "banking error". The error was he did not enter my banking information correctly. He didn't own up to his error, and it took him weeks to get back to me stating that he couldn't get the reinstatement fee refunded. I copied *** on this email as well. After the second email I sent, which detailed the entire issue, *** finally responded that I would receive a refund (that was on a Friday). He said he would call me on Monday, which he didn't. I waited about two weeks and emailed him again about the status of my refund. He replied that he didn't know what refund I was referring to and told me to call the service center. Then, he emailed again and asked me to call him. I did, and their phone system said no one was available to talk with me. I emailed him again and told him to look through the email thread and gave him the date of the email where he said I would get a refund. This has been going on for over 6 weeks with no resolution. I understand that we all make mistakes; however, it is how you remedy the error that makes the difference. Both ***** and Goosehead Insurance have given me empty promises and will not take responsibility for their error, which cost me money. The lack of customer service from this company has been unacceptable. I want a resolution for my issue and I have found another insurance company that actually cares about their customers.Business response
06/11/2024
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
06/03/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
This is regarding policy OY9092494 or DY9092494 - *********************** sold the property at **************************************************************** Feb 8th 2024. She notified all parties this house was sold and therefore was no longer required to have an HOI. We are needing the charges of $2735.88 backdated. We attempted to call ***************** who did not answer the phone or return calls.I've attached the *** Settlement statement as proof of saleBusiness response
06/04/2024
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
05/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was working towards closing on a house and this insurance company was recommended. They demanded payment prior to closing date. The closing did not occur and it has now been two months and they still have not refunded my payment. They keep giving excuses. They said they accidentally sent the check to my old address, then when I let them know I still owned the house and no check had arrived, they changed the story to they accidentally sent it to the address of the home I was trying to purchase. Now they say it'll be at least another week before they can even begin to reissue the check.Business response
05/28/2024
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 response
05/28/2024
I am rejecting this response because: The business stated in the response that they would be communicating directly with me, but I have not received and email directly from the business.Business response
05/29/2024
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
05/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Business takes your money to provide a service of being your agent to get you the best insurance deal, but then I get notices of cancelation because they never finished doing their job. On many occasions Ive been charged late/cancellation fees due to their incompetence. *** spent several hours talking with Progressive to solve my issues when Goosehead is supposed to be the ones doing all the work. My agent always seems to be changing without my ************** never told about any changes being made.Business response
05/14/2024
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.
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Customer Complaints Summary
155 total complaints in the last 3 years.
70 complaints closed in the last 12 months.