ComplaintsforGoosehead Insurance Agency, LLC

• Initial Complaint

  11/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I go through Goosehead Insurance for my home owners insurance. 9/10/21 at approximately 12:00 noon my home was broken into and a lot of my items was taken such as 4 flat screen TV's 55 inches, my Apple laptop, my daughter school laptop( I had to show a copy of my police report to her school so she wouldn't have to pay for it) my mortgage money of $1,200, my daughter savings of $500, ring door bell camera, MK wallet,AirPod pros, head phone studio beats, PlayStation 4 game and my kids shoes they had recently got for school 7 pair each the police was called out they checked for fingerprints couldn't find any, I wrote a statement stating what happened they gave me a case number (XX-XXXXX) and a detective contacted me that's handling my case, the next day or 2 I called my insurance company stating to them what happened they recorded me giving my statement of what happened, papers was emailed to me for me to fill out I emailed everything back and I was told an adjuster would be contacting me he finally contacted me I had to repeat to him what happened and a recorded statement he said he'll be getting back with me he finally emailed me back last week stating my case was denied because lack of proof as I stated I been in my house for 3 years since February of 2018 I don't have any receipts of my items and as for as my kids shoes the receipts was in my MK wallet that was taken. I was ONLY able to locate to receipts that my son had purchased using his card everything else was in cash. I son't them 2 receipts and I was told it wasn't enough and that it gotta be more then my deductible which is $2,500. All I want is my items replaced that's the purpose of me having home owners insurance. I work too hard for my things just to have it all taken away from me.

  

  Business response

  02/04/2022

  Business Response /* (1000, 5, 2021/11/17) */ On September 13, 2021, Goosehead assisted Ms. ******* with filing a claim on her homeowner's insurance policy through United Property & Casualty Insurance Company (UPC), the insurance carrier, for a theft loss that occurred on September 10, 2021. Between September 27, 2021 and October 27, 2021, Goosehead followed up with Ms. ******* and UPC on the status of Ms. *******'s claim, but as Goosehead does not adjust claims on behalf of its carriers, Goosehead's ability to assist Ms. ******* with her claim is limited to aiding Ms. ******* in her discussions with UPC. Consumer Response /* (3000, 10, 2021/12/07) */ It was for theft not remodeling of my home. I did have personal coverage for my things that was stolen. I have not yet received anything from them. Since I reached out to y'all I haven't heard nothing from them. My previous conversation with UPC and Goosehead they was asking for receipts which I stated they was inside my wallet that was stolen as well so how was I suppose to provide them receipts.

• Initial Complaint

  10/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June, 2021 I went through Goosehead Insurance to help with home and car insurance. They found good coverage for both policies. The first thing I noticed was they got my name wrong on the policies. Everything was right except my name. They said it was an oversight and promised to fix but never did. In August, 2021, I received communication from the lien holder on my vehicle. My lien holder is my credit union and they simply advised they needed proof of insurance that showed them as the lien holder. I spent nearly two weeks calling and emailing my agent to get this taken care of but didn't get a response. When I finally reached him, I advised him what the credit union needed and he said he would take care of it. I followed up and he still hadn't acting on the request. He eventually sent the credit union proof of insurance but I had tell him that they needed documentation showing them as the lien holder. Again, he said he would take care of it and, again, he did not. Now, since the credit union did not get the correct documentation in time, they purchased physical damage insurance coverage at my expense and I'm now required to pay the premium every month on top of my loan payment which added nearly $500 to the total.

  

  Business response

  02/04/2022

  Business Response /* (1000, 5, 2021/11/12) */ Upon receipt of this complaint, Goosehead contacted Mr. *****'s lien holder, BCU, and confirmed they would remove all surcharges related to the proof of insurance. Mr. ***** should receive confirmation within 7-10 business days of the removed surcharges. Goosehead also left Mr. ***** a voicemail and email confirming this information. Goosehead has also confirmed that the spelling of Mr. *****'s name has been updated on the policy and the documents sent to BCU reflect the correct spelling. Consumer Response /* (3000, 7, 2021/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) While the company has made a strong effort to rectify the issue at hand, I am still out money that I shouldn't be. I have been advised that those funds will be reimbursed within a few weeks at which point I will be completely satisfied with the resolution. When/if those funds are place back in my account I will update my response. Business Response /* (4000, 11, 2021/12/30) */ As no further action can be taken by Goosehead at this time to effectuate the refund owed to Mr. ***** by his lienholder, Goosehead has closed its internal file regarding this matter. Provided however, Goosehead is available to assist Mr. ***** if anything changes and additional action is needed.

• Initial Complaint

  10/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date 10-27-2021 Amount of money : $126.14 Insurance including full coverage. Nature of the dispute is negotiation The business has not tried to resolve the problem. They were very disrespectful and unprofessional. They owner of the business used profanity towards me and also hung up on me. They stated my claim was not covered when I specifically asked for full coverage when I got this new insurance. They also stated full coverage wasn't a thing in Pennsylvania which is ridiculous. Also accused me of insurance fraud. Goosehead insurance Agency issued my card. I'm not filing a claim against the actual insurance company just the brokers who handled my initial request.

  

  Business response

  12/14/2021

  Business Response /* (1000, 5, 2021/11/11) */ On September 1, 2021, Mr. ******'s fiancé and Goosehead client, ******* ************ contacted her agent, Ashley ******** via email to request auto insurance quotes on behalf of Mr. ******. Ms. *********** stated that Mr. ****** had "full coverage" on his current auto insurance policy but advised that Mr. ****** had recently been in an accident involving a deer and that his claim was denied due to not having the proper coverage. In response, Ms. ******* expressed that she was surprised Mr. ******'s claim would be denied if he had collision and comprehensive coverage on his policy. On September 20, 2021, after receiving Mr. ******'s personal information and a copy of his existing auto policy, Ms. ******* provided Ms. *********** with quotes for Mr. ****** per Ms. ************** request. In that discussion, Ms. ******* explained that Mr. ******'s current auto policy had liability coverage only which is why damage to his vehicle caused by the incident with the deer was not covered. Ms. ******* further explained that she was providing two quotes for Mr. ******'s review; the first quote reflected liability coverage only to match Mr. ******'s existing policy and the second quote included the addition of comprehensive coverage, which is what would have covered the damages from the deer. That same day Ms. *********** confirmed that Mr. ****** wanted to move forward with the policy that included liability and comprehensive coverage (see the above referenced email correspondence attached for review). On October 15, 2021, Mr. ****** signed the policy application that was sent to him electronically by ******* the insurance carrier, which reflected that his vehicle did not have collision coverage and on October 20, 2021, Mr. ****** signed a policy disclosure sent to him electronically by Goosehead acknowledging he understood the coverage that was available to him under his new auto policy (see signed application and disclosure attached for review). On October 27, 2021, Ms. *********** contacted Ms. ******* to advise that Mr. ****** had backed his vehicle into a sign which resulted in extensive damage to the vehicle, including the vehicle's hood and side panel. During this conversation, Ms. ******* reminded Ms. *********** that Mr. ******'s policy did not include collision coverage and advised that these damages would not be covered. Shortly thereafter, Ms. ******* explained the difference in coverages to Ms. *********** again via email and advised that collision coverage could be added to Mr. ******'s policy for an additional $800 - to date, Mr. ****** has not requested that collision coverage be added to his policy. Upon receiving notice that he did not have collision coverage, Mr. ****** requested to speak with Ms. ********** manager, Lisa ***** Per his request, Ms. **** contacted Mr. ****** to discuss his claim and obtain additional clarification regarding the loss. Ms. **** did not accuse Mr. ****** of insurance fraud, but was simply trying to better understand how the hood and side panel of his vehicle were damaged as a result of backing into a sign. As of today's date, Goosehead has agreed to review the damages to Mr. ******'s vehicle but has not received repair estimates or documentation of vehicle damages from Mr. ******. Additionally, Goosehead has not advised Mr. ******* that "full coverage" is not available in the State of Pennsylvania. To the contrary, Goosehead has explained that "full coverage" is a misnomer but is a term that is generally referred to when an auto insurance policy includes collision and comprehensive coverage.

• Initial Complaint

  10/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom my concerns, I'm filling a complaint about the homeowners insurance in regards of our claim. We provided all the requested documents by the insurance company. The adjuster visited the property and agreed to payment but no one responds to my emails. I have not been paid anything from the insurance company. We filled the claim due to the freeze in Texas. We had to pay for plumping and electric as we had no access to water and electricity until the insurance company gets involved. We have all the receipts but unfortunately they are not willing to pay out. Sincerely yours, *****

  

  Business response

  12/14/2021

  Business Response /* (1000, 5, 2021/11/08) */ On February 23, 2021, Goosehead assisted Ms. ********'s husband with filing a claim on Ms. ********'s homeowner's insurance policy through ****** Trust Insurance Company, the insurance carrier, for a water loss occurring to Ms. ********'s home on or about February 16, 2021 as a result of a frozen pipe burst. Between February 23, 2021, and October 19, 2021, Goosehead followed up with ****** Trust several times on Mr. and Ms. ********'s behalf to request the status of the claim and/or to request the reevaluation of the claim. As Goosehead does not adjust claims on behalf of its carriers, Goosehead's ability to assist Ms. ******** with her claim is limited to aiding Ms. ******** in her discussions with Allied Trust regarding her claim; provided, however Goosehead's carrier relations team has escalated Ms. ********'s claim file with ****** Trust in an attempt to ensure prompt attention is given to the reevaluation of the claim and to ensure Ms. ********'s requests for information are responded to in a timely manner.

• Initial Complaint

  10/20/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  6/2021 I got a quote for 3 vehicles by Katie ******* for almost 590. My payment on 7/2021 was more than I was quoted. I called numerous times & emailed her I was never contacted back by her. Eventually, I spoke with Shannon *******. The wife of my previous insurance company that closed. I never permitted ************** to switch me over to Goosehead! I let Shannon ******* know about the quote. I even told her to listen to the recorded phone call. That was ignored. She refused to listen to the recording. Going forward I've contacted GH told. him I was unhappy with their service and my agent & that I never permitted Justin ******* to switch me over to his wife Shannon ******* caseload. During that conversation, I was assured that another agent would contact me so I could get another rate possibly from another carrier. I have text messages & emails to prove everything I'm stating. Now when I call I'm ignored my calls aren't returned or texts. I want a new agent!!!!

  

  Business response

  12/14/2021

  Business Response /* (1000, 5, 2021/11/04) */ On or about June 3, 2021, Katie ******** a former producer for Goosehead agency owners, Justin and Shannon *******, procured an auto policy (the "Policy") for Ms. *******. The Policy provided coverage for one vehicle with a total yearly policy premium in the amount of $3,312.66, to be paid via equal monthly installments of $277.05. On June 7, 2021, Ms. ******* received a request from Ms. ******* to add a second, newly purchased vehicle to the Policy. This endorsement increased Ms. *******'s monthly installments from $277.05 to $373.75. On June 30, 2021, Ms. ******* requested that a third vehicle be added to the Policy, increasing Ms. *******'s monthly installments from $373.75 to $643.02. On September 13, 2021, Ms. ******* contacted Goosehead requesting to change agents and reshop the Policy in an attempt to find a cheaper policy, however Goosehead is unable to change a client's agent without having first given the existing agent an opportunity to retain their client's business. That same day, Goosehead advised Ms. ******* that a reshop request was created. After giving Ms. ******* and Mr. and Mrs. ******* the opportunity to retain Ms. *******'s business, Goosehead assigned Ms. *******'s reshop request to another Goosehead agent. As of today's date, Ms. ******* has been in contact with her new agent to reshop the Policy. Consumer Response /* (3000, 7, 2021/11/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) This still doesn't explain why I was quoted that price. I had two vehicles at the time, not one. Also, why I was switched to goose head from Shannon ******** husband's insurance company without my consent wasn't addressed. The fact of why Shannon didn't get the call recording if she was so sure and accurate about what Katie ******* quoted me. Also, if I request a new agent it is my right as a paying customer to get a new agent. A company can not force me to deal with an agent who doesn't care about my $ or business & in so many words kept telling me that I'm lying about a quote I heard & refused to pull the tape after I requested her to. I just got another agent because I had to call goose head again. I was never assigned one by goose ahead if I don't call & ask again which was after I contacted BBB I would still have Shannon as my agent. After Shannon was aware that I wasn't happy and wanted another agent she refused out of spite at that point. Business Response /* (4000, 9, 2021/11/18) */ Our records show that Ms. ******* ran five separate auto insurance quotes for Ms. ******* and her husband between February 22, 2021 and May 28, 2021 for several different vehicles, however the Policy that Ms. ******* and her husband ultimately requested that Ms. ******* bind provided coverage for only one vehicle. The Policy application that was sent to and signed by Ms. *******'s husband reflected one vehicle and he did not advise Goosehead at any point that a second vehicle was missing from the Policy. We cannot confirm the exact price of the quote that Ms. ******* is referencing as our records show that Goosehead has never generated a policy quote for three vehicles in the amount of $590 for Ms. ******* and the Policy that Ms. ******* bound for Ms. ******* exceeded $3,000 for a single vehicle. Ms. *******'s statement that Goosehead transferred her policy from Farmers Bureau to Goosehead without her consent is not accurate as Goosehead did not transfer a policy but procured an entirely new auto policy for Ms. *******, and Ms. *******'s husband, a named insured, provided his consent to an auto policy through Goosehead as evidenced by the Policy application that he signed. Goosehead is not refusing to pull the call recording with Ms. ******* that Ms. ******* references but is unable to pull the call recording because call recordings are only retained for 10 days - at the time Ms. ******* requested the recording over 30 days had passed. Goosehead understands Ms. *******'s frustrations with her agent, however as previously stated, we have internal procedures that we must follow before we can assign a client to a new agent. Goosehead did assign Ms. *******'s reshop request to a new agent, however the agent could not find a policy through Goosehead that was cheaper than Ms. *******'s existing policy procured by Ms. *******'s agency. As such, the Policy remains in force and the agent of record for the Policy remains Ms. *******'s agency. Although Ms. *******'s agency remains the agent of record, Goosehead is not requiring Ms. ******* to deal with Ms. ******* directly. Goosehead's service department is available to assist Ms. ******* with any servicing of the Policy; she does not need to go through Ms. *******.

• Initial Complaint

  10/18/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Goosehead Insurance was my broker for a policy through ********** I had on a house I sold in July 2021. My refund of my unused premium (as I had paid in full for a year and sold my home prior to policy expiring) was $716.40. When I called Goosehead in early October because I had not received this yet, I was informed it went to my account on file with the carrier ending in ***** This account doesn't belong to me. After inquiring via phone and countless unanswered emails to Goosehead, I finally called the carrier ********** myself, though I pay Goosehead an "agency fee" for them to work with the carrier for me. Anyway, ********** confirmed that on 12/04/2019 a person named Gloria *** with Goosehead changed my default account on file to a Goosehead account ending in 0656 which was confirmed to belong to Goosehead via Lexis Nexis according to Trishelle ****** at **********. Goosehead has repeatedly denied owning this account and stealing my money, blaming my mortgage company & **********.

  

  Business response

  12/14/2021

  Business Response /* (1000, 5, 2021/11/02) */ In October of 2019, Goosehead procured a homeowner's insurance policy through ********** for Ms. ****'s new home purchase. On or about November 18, 2019, Goosehead received notice from ********** that the policy was pending cancellation due to nonpayment. Goosehead advised Ms. **** and Ms. ****'s mortgagee, **** Bank, that payment was needed to prevent cancellation. On December 4, 2019, **** provided Goosehead with their routing and account information to pay the policy premium electronically. Upon processing this payment, ****' bank information was inadvertently saved as the default payment method for Ms. ****'s policy. On August 31, 2021, Ms. **** contacted Goosehead to request that her policy be cancelled effective July 13, 2021 as she had sold the insured property. Goosehead cancelled the policy per Ms. ****'s request, which resulted in a refund in the amount of $716.40. On September 7, 2021, ********** deposited Ms. ****'s refund into the bank account on file ending in 0656, which was ****' account that was previously used the pay the policy premium. Without Goosehead's knowledge, ********** falsely advised Ms. **** that the bank account belonged to Goosehead and that Goosehead used its bank account for her policy billing. On October 7, 2021, Ms. **** contacted Goosehead to advise that her refund had been issued to Goosehead. Despite advising ********** and Ms. **** that the bank account ending in **** did not belong to Goosehead, ********** continued to state that it did and that Goosehead was in receipt of Ms. ****'s refund. On October 18, 2021, after escalating this matter with ********** for further review, Goosehead received confirmation that the account did in fact belong to **** and that **** was in receipt of Ms. ****'s refund. Goosehead then contacted **** and requested that the refund be issued to Ms. ****. On October 20, 2021, Ms. **** confirmed that **** would be issuing her a check for the full refund amount. Consumer Response /* (2000, 7, 2021/11/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  10/13/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company has setup now two policy's for our address without our consent and sent bills. Would like all policy's canceled and the billing voided. We contacted them for a quote and a policy without our knowledge was written and billed to us. We were also being harassed by multiple e-mails a day. After contacting the company several times the e-mails slowed down and the policy that was written in Aug. of 2021 was canceled for address XXXXX ********* Drive, Cypress, TX XXXXX on 10/04/2021. Another policy was then written and billed to us on 10/06/2021 and when I called Thomas, e-mail ************@goosehead.com he informed me they 'do' that in case something happens. He had no idea the first was even canceled and said a second was not written at first. I have sent him the information for this on 10/13/2021 as well after a phone call to him. Thank you for your help in resolving this matter. I have a $1440.00 bill that was sent with the new policy for 10/06/2021. Supporting documents att.

  

  Business response

  12/14/2021

  Business Response /* (1000, 5, 2021/10/28) */ On August 20, 2021, Goosehead assisted Ms. ******' mother with procuring flood and homeowner's insurance policies. According to our records, Ms. ******' mother verbally authorized the Goosehead agent assisting her to bind both policies. Once Goosehead received notice that these policies were no longer needed, Goosehead processed the cancellation of the policies as requested. As of October 19, 2021, both policies have been cancelled, no payments are being requested, and Goosehead has not attempted to contact Ms. ****** or her mother.

• Initial Complaint

  09/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On August 10, 2021, I attempted to get car insurance for my daughter through the Goosehead Insurance Agency (Fort Worth, TX). The price quoted was over $7000, so I said no thank you and got a policy from Geico. I filled out a docusign cancelling my auto policy (Safeco) with Goosehead effective August 11, 2021. I thought that was the end of it. I never received a refund, so I contacted my agent ***** ****** on August 16, 2021. He did not reply, but forwarded my email to "Service" who then contacted me and asked for another docusign. That document was signed on September 2, 2021. I was expecting a refund of approximately $600 for the unused portion of my prepaid premium, but instead I was sent insurance cards for myself and my daughter for another 6 months.

  

  Business response

  11/30/2021

  Business Response /* (1000, 5, 2021/10/08) */ On July 2, 2021, Ms. ********* contacted Goosehead to add her daughter to her existing auto insurance policy through Safeco. Goosehead advised Ms. ********* that the endorsement would result in a prorated increase in policy premium in the amount of $859.52. Ms. ********* requested that Goosehead wait on making any changes to her policy and requested that Goosehead reshop her auto policy to see if there were better rates through another insurance carrier. On July 14, 2021, Ms. ********* advised Goosehead to proceed with adding her daughter to her auto policy effective August 5, 2021. Confirmation of this endorsement was sent to Ms. ********* via email on July 29, 2021, which included the new policy premium amount. On August 6, 2021, Ms. ********* emailed her agent, Brett *****, requesting to add a new vehicle to her auto policy, which Mr. ***** then forwarded to Goosehead's service team for processing. On August 10, 2021, Goosehead sent Ms. ********* an email confirmation of the requested changes and the new policy premium. In response to this correspondence, Ms. ********* contacted Goosehead to request that Goosehead reshop her policy again due to the increase in policy premium. On August 16, 2021, Ms. ********* notified Mr. ***** that she sent a request to Safeco directly to cancel her policy (see email correspondence attached). On August 19, 2021, Goosehead requested that Ms. ********* provide us with a copy of the signed cancellation request that she had sent to Safeco for our records. On September 23, 2021, Ms. ********* contacted Goosehead to advise that her policy had not yet been cancelled. Goosehead then assisted Ms. ********* with processing the cancellation of her policy pursuant to her request. On September 24, 2021, Safeco issued a refund to Ms. ********* in the amount of $209.26 via a mailed check. Goosehead advised Ms. ********* that the refund may take up to 10 business days to be delivered to her. According to Safeco's records, Ms. ********* cashed the refund check on October 4, 2021. Consumer Response /* (2000, 7, 2021/10/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  09/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To anyone reading this complaint. DO NOT buy insurance from this company. I closed on my newly built house 4 days before they sent me a cancellation notice. Not even enough time for the title company to send them a check for the premium. I couldn't have hand delivered a check that fast. Secondly, they cant get there stuff straight so there are like 3 policies out there with my name and address. Wait times are ridiculous and employees send emails as they walk out of the office, so if you want to follow up, good luck. If Hitler was alive today I'd tell even him to steer clear of this worthless company.

  

  Business response

  12/02/2021

  Business Response /* (1000, 5, 2021/10/05) */ Goosehead procured homeowner's insurance policies for two different properties for Mr. ******* as part of a new home purchase. On September 1, 2021, Mr. *******'s agent inadvertently submitted a request to Goosehead's service team to flat cancel the policy that was insuring the property Mr. ******* ultimately purchased. Goosehead's service team was not aware that the policy being requested to cancel was actually the incorrect policy as Mr. ******* signed the cancellation request that was sent to him electronically via DocuSign, confirming that the details of the cancellation were correct. While processing the flat cancellation of this policy, the insurance carrier issued a cancellation notice to Mr. ******* on September 8, 2021 stating that the policy would cancel due to nonpayment of policy premium - this policy had been in effect since August 23, 2021, the originally scheduled date of Mr. *******'s home closing, so the insurance carrier believed payment was due, however in reality, Mr. ******* did not close on the insured property until September 1, 2021. Upon receiving notice from Mr. ******* that the incorrect policy was cancelled, Goosehead immediately took the necessary steps to ensure Mr. *******'s property was being covered by the second, active policy that Goosehead had originally procured. On September 20, 2021, a Goosehead service agent sent Mr. ******* an email confirming the cancellation of the above referenced policy. Shortly thereafter, Mr. ******* contacted the service agent who emailed him directly, however she was not available to take his call. Mr. ******* then called Goosehead's general service number and requested a call back. Shortly thereafter, Goosehead's service team attempted to call Mr. ******* back per his request but received his voicemail. Goosehead corresponded with Mr. ******* daily between September 20, 2021 and September 23, 2021 regarding his policy status and the above referenced cancellation until all issues with his policies were resolved on September 23, 2021. We understand Mr. *******'s frustrations and apologize for any inconvenience that may have occurred as a result of delayed communication on Goosehead's part.

• Initial Complaint

  09/16/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I used this company to insure my home. I canceled my policy after less than two weeks. I have been trying to get my refund for four months. I call and call and receive some of the worst customer service I have ever received. I just want my money back. We

  

  Business response

  11/30/2021

  Business Response /* (1000, 5, 2021/10/01) */ On June 28, 2021, Mr. **** sent Goosehead an email advising he had found another homeowner's insurance policy and needed to cancel his current policy through Berkshire Hathaway Guard Insurance, the insurance carrier. On July 2, 2021, after receiving a signed cancellation request and proof of other coverage from Mr. ****, Goosehead submitted a request to Berkshire to cancel Mr. ****'s policy effective June 3, 2021 per his request, which Berkshire later processed on July 7, 2021. On July 12, 2021, Berkshire mailed check number XXXXXXXXXX to Mr. **** for his refund. On August 19, 2021, Mr. **** notified Goosehead that he had not received his refund check. Goosehead confirmed Mr. ****'s mailing address and notified Berkshire, who then placed a stop payment on previous check number XXXXXXXXXX and issued new check number XXXXXXXXXX on August 26, 2021. On September 11, 2021, Mr. **** notified Goosehead again that he had not received his refund via check number XXXXXXXXXX from Berkshire. Goosehead then contacted Berkshire a second time to request that a new check be issued to Mr. ****. On September 21, 2021, previous check number XXXXXXXXXX was stopped by Berkshire and new check number XXXXXXXXXX was issued on September 22, 2021. On September 23, 2021, Berkshire mailed check number XXXXXXXXXX to Mr. **** via overnight delivery per Goosehead's request. According to UPS, check number XXXXXXXXXX was successfully delivered to Mr. ****'s address on September 24, 2021.

*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. ↩