ComplaintsforGoosehead Insurance Agency, LLC

• Initial Complaint

  05/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I briefly changed my agent of record to Goosehead. I was not satisfied and changed my agent back to longtime agent Monarch. Goosehead has repeatedly changed my agent of record back to them, without authorization or signature. I have sent numerous emails to address this issue and they continue to repeat this unethical behavior. ******* continues to have to change AOR back them.,I am seeking assistance to resolve this problem and make sure they do continue to alter my insurance in any way. This is fraud.

  

  Business response

  05/15/2024

  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

  05/15/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am continually being billed for Home Owners Insurance that was cancelled July, 2023. This is May 2024, and it appears they have not cancelled it. When I Log In on their site, it says I must speak to my agent only, nothing can be done online. When I call the Agent Telephone **************, it goes directly to a recording saying they will call me back, but this has never happened, and there is no way to leave a voicemail. A lady called me long ago and said she will "work on it" but I never heard back. The policy number is 0Y8878995. Insured location is: ************************************************** ***************************

  

  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.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Goosehead insurance carried my home owners insurance since the day I bought my home 2020. Last April 18, 2023 the place that Goosehead had writing the policy, Velocity Risk insurnace stopped writing policies in **. I canncelled and concurrently switched to *********** Insurnace, policy number HP6621987. Sometime in May of 2023, Goose head insurance opened another policy for me, in which Sagesure insurance wrote. This was without my knowledge. I never signed any documents to approve this. Sagesure sent docusign documents via email on June 4, 2023. I declined the policy and declined to sign because I was already actively covered by ***********. Sagesure and Goose head then proceeded to send a bill to my mortgage company, Freedom Mortgage. Freedom mortgage paid the invoice thinking it was an active policy. I am selling my house on 5/30/2024 and have been prepping my documents for that. I noticed my escrow balance was negative and inquired about this. This is when I learned about this sagesure and goosehead policy.After several days of fighting with goose head, I was able to get a policy number and cancel it. They attempted to back date it to May 14, 2022 but Sagesure declined this and will only allow a cancellation date of 3/25/2024.I have escalated this several times, and both companies cannot produce any legal documents with my signature regarding this policy and refuse to refund the money they took. I am asking for help in this complaint, as this is fraud by definition and wrong.

  

  Business response

  05/06/2024

  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

  05/06/2024

  Hello,

  I will not be able to choose a response until they decide to send me an email. As of now, no email communication has been received. 

   

  ******

  Customer response

  05/08/2024

  I am rejecting this response because:  you have failed to communicate and resolve this issue. The issue that you have a policy I directly declined and did not signed, but still received payment for. 
  

  I have been waiting for a manager to return my phone calls for over a week (8 calendar days).

  

  Business response

  05/09/2024

  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

  05/09/2024

  I am rejecting this response because:   Goosehead insurance has failed to communicate with me.

  

  Business response

  05/22/2024

  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

  05/22/2024

  I am rejecting this response because:   No information was provided. 

  

  Business response

  05/24/2024

  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

  05/24/2024

  I am rejecting this response because:   No action to resolve this has happened.

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A Goosehead agent named ************************* signed documents in my behalf, proof attached showing I had two different insurance carriers over the last few years... *************************** is who I have been in communication with at Goosehead along with *************************- I am asking that I be reimbursed my money by the end of the week, May 3rd, to avoid further litigation with the courts- This is a FRAUD case, since I never seen the ***** policy nor did I ever sign such documents...

  

  Business response

  04/30/2024

  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

  04/30/2024

  I am rejecting this response because:   no refund amount has been provided nor a date for when I'll be receiving the funds please. Advise 

  

  Business response

  05/01/2024

  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

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 1st, 2024 *********************** of Goosehead insurance generated a document for, what we believed to be, an auto draft from our new bank account to pay for our auto coverage through Foremost. We no longer wanted to use the previous bank account and planned on moving all of our money out and closing the account. On March 15th, we received an email from Goosehead stating that the *** had been received from the new account. That same day we transferred all the money out of the old account but we did not close it because we needed to go to the branch to do that. March 20th, I got an OVERDRAFT notification for the old account because ******** withdrew a 2nd payment. I called Goosehead same day to learn that the form ***** had us sign was a ONE TIME PAYMENT form and he had NOT removed the old account off of our account. I also reported that our agent, ***************************, has NEVER answered our calls. March 27th we received an email from *************************** informing us that auto draft was set up with the new account and that we would be issued a refund in 5 business days. It's been 7 and still, nothing. We then get a call from ******************************* of GH informing us that we need to send proof of the ***s from both accounts in order for Foremost to refund us. She also stated that GH would cover the overdraft fees. She sends ANOTHER form for us to complete to add the new account AGAIN. We obliged. March 29th I sent an email to ******* to inform her that the form was autocorrecting all numerical values to monetary values. No response. Emailed again 4/9. Nothing. We called and they asked us to put in ANOTHER support ticket because reps can't maintain a chain of emails with customers. Here we are weeks later with no solution, my account over drawn, and bank fees to pay. Unbelievable.

  

  Business response

  04/09/2024

  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

  04/09/2024

  I am rejecting this response because:   I do not want a detailed email. I want a call immediately. I want my money immediately.

  

  Business response

  04/10/2024

  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

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In October of last year I requested my agent to get a policy for my new car and the one I currently had on policy. The agent (*************************) completely did not cover one of my cars and blamed it on my lack of communication versus taking responsibility for the oversight. Moreover, he didnt do his job and left me exposed without coverage. When I asked Goosehead Corp to find me a new agent and quote me again so I could stay with them but just have new policies, they have yet to respond and its been over a week.

  

  Business response

  04/09/2024

  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

  04/11/2024

  I have reviewed the business response and can only accept it as I have decided to move my business elsewhere. After the lengthy period it took for a response and lengths at which I had to go to prompt one, their only solution of connecting me to another agent doesnt suffice anymore. That would have been done if they had responded in a timely manner 

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We requested a homeowner's insurance QUOTE from Goosehead (as we did from 3 different insurance agencies). They proceeded to take our information and fraudulently create a policy in our name through Allstate. We have spent hours on the phone with Goosehead and Allstate trying to get this policy terminated. The policy was created on 1/18/2024, at which time we did not even own the property. We are now receiving threats to be sent to collections by Allstate for not paying their bill and they are not even the insurance provider for the property. We can not get them to terminate the policy. Goosehead collected a commission for creating this fraudulent policy in our name and we still have not been able to get it cancelled. This has cost us so much time and money trying to get this resolved and still nothing. This should be considered insurance fraud - I don't know how they can run a successful business creating policies in people's names that did not request them.

  

  Business response

  04/03/2024

  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

  04/03/2024

  I am rejecting this response because:   they are incapable of taking responsibility as this policy was created in error (or fraudulently) solely by them. We never accepted, signed or agreed to this policy and yet it was created in our names. The only way they seem to be able to move forward is to request our personal insurance information as proof that the property is insured. They are not *********** our legitimate policy information when they took the liberty of using our information to create their own policy and now they can't get it cancelled because they will not acknowledge fault on their part. They would like us to admit that we simply got another policy or we sold the property as the reasoning behind the cancellation - which it is not. The reason behind cancelling the policy is that it was fraudulently created by them in our names.

  

  Business response

  04/04/2024

  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

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 2023 I called Goosehead to get a home owners and car insurance policy for my new residence I was purchasing in ********, **. Goosehead Account Executive ***************************** found a policy with Allstate for a combined auto and home insurance. At issue is she put the incorrect address for the home that was to be insured using my previous address (rental/apartment). Basically, I had been paying to insure my previous address (an apartment I had been renting) instead of my current house. This error was not caught until March 18, 2024 by ******** (mortgage processor). Due to this error I have overpaid on my car insurance and underpaid (significantly) on my homeowners policy for 8 months. To make matters worse, had ANYTHING significant occurred to my home, I would have not had insurance coverage because the agent (*****************************) wrote the policy for the wrong address. I attempted to call Goosehead to speak with *************************** supervisor. I was given the name ****** and the phone number ************.....this turned out to be their main customer service number.

  

  Business response

  04/02/2024

  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

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I emailed my agent 2 weeks ago to re-shop my quote. He did not answer my request. I then waited a few days & called him again. He responded that he was in training & would send me a quote that evening, but he didn't. A few days later I then emailed him again with no response. At that point, I called the service desk because I didn't know what to do (3 times). On the first call the agent advised me that she couldn't re-shop only an agent can do that. So, she advised me to look for insurance elsewhere on my own & then come back that evening to let them know if I wanted to stay. She was supposed to just turn off the auto-renew, not cancel me. In fact, she advised me not to cancel so I wouldn't have a lapse in coverage, just in case I couldn't find something else. As instructed I came back that evening and spoke to agent 2, I explained the situation AGAIN to the agent. It was not possible to get another carrier on my own on short notice, so I advised her I would stay on the policy for now since she advised me that I could reshop at anytime with a new reassigned agent (something I didn't know). I told her great, please keep my policy and get me a new agent. She took my checking account & reset up my auto-renewal. She called National General and they set the policy up. I got ************ told me I was covered. I said are you sure because agent 1 sent me a document saying that my policy would cancel if I didn't call back in. She said YES, YOU ARE COVERED. NO PROBLEM. This morning I wake up. The money was withdrawn from my account for the policy, but five minutes later I got a cancellation email. I have NO COVERAGE AND A LAPSE.I then call in again to a third service person. She says they cannot reinstate my ************* only option is to find an agent. I want Goosehead to reimburse any lapse in coverage fines I incur since this was their fault! I'm in the process of moving my home and other policies away from them if it can't be resolved.

  

  Business response

  04/02/2024

  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

  03/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a notification from state auto insurance company that my mortgage insurance was no longer available and would be cancelled at the end of my term. that was on jan 30. So i went and found a new policy that would take over at the end of march. I was all set and signed up first week of Feb. Not hearing anything from my Insurance company until Feb 14th when they Emailed me about finding me a new policy. Told them I already got a new one. they sent me email saying I needed to sign a cancellation form but I didn't actually ever sign up for the insurance policy to begin with so i wasn't sure why i needed to do that. on March 8th I signed the cancellation form after I got out of work. Monday when I checked my Email they deleted the form then I received another email to sign the form, so I signed it again on monday the 12th. this one I printed out. thought that would be the end of this. but no they put payment for the insurance through my escrow for ******* on the 14th. which was 3 days after the policy I got put there payment trough. so now my escrow is short *******. My mortgage company has talked to the company on friday the 15th. but i have yet heard anything in an email or text form since then. I need to reimburse my escrow the money these people took out of my account by april 16th or my mortgage will double next year. I still have no idea how they could take money out when I never signed any forms for the new policy and thought the cancellation was just for the 5 days the old policy and my new policy with the new company would overlap.

  

  Business response

  03/20/2024

  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

  03/23/2024

  I am rejecting this response because:   they said I will have my refund check in 8 to 10 business days but I still  have no idea if they have sent it out yet or not. they had someone called ******* Email to explain what happened. they said my **************** sent the money to them and they didn't request it, but if that was true how would the mortgage company have known the amount?the mortgage already paid my new insurance company 3 days earlier. then the email said they set this up the insurance in Feb but when i got notice that the old policy wasn't renewing i set up my own policy before anyone even called me from goosehead.

  I would like to talk to someone on the phone but ******* email didn't have a number to call and he hasn't answered my email to him.

  

  Business response

  03/25/2024

  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

  Customer response

  03/26/2024

  I am rejecting this response because:   emailed 2 times yet to receive another email back.

  

  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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