ComplaintsforBrian Boldman Insurance Agency Inc

• Initial Complaint

  10/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have had State Farm Insurance for about 7 years. In the last few years their service to me and my family has really gone downhill. In June I contacted then to see why out rate had gone up again. I was told that they took away my daughter good student discount. Only to find out that my daughter still qualified for the discount. I overpaid for at least 2 months, and we did not get that back. One of our cars was hit when it was parked on our street. The whole claim was a nightmare. The claim was put in wrong 2 times. I emailed Mr. ********************** asking him to contact my husband because the claim was so bad. Mr ********************** never followed up with us. We got a letter from them saying as of November they would not be renewing one of our policies. I believe it was because of the claim we filed when our car was hit when it was parked. I asked for all our policies to be canceled and for a refund of my payment for this month. I was told they would mail me a check. That is not how I paid and not how I want my money back. The last time we were told they would mail us a check it took months for us to get the check. Because it was not handled in a timely fashion. So here I am having to pay for insurance two times this month and hope they will actually do what they said they would which has never happened before. I am asking for a refund of what I paid this month and what I overpaid when they took discounts away that they should not have.

  Business response

  10/12/2022

  Brian Boldman Ins Agency Inc
  Brian Boldman. Agent
  16238 ************************************************** 98042
  Bus ************ Fax *************
  *************************************************************************
  
  10/10/2022
  
  Thank you for the chance to respond to ***************' concerns about State Farm and my agency. I am 
  very sorry to hear she was not satisfied with the level of customer service she has received. Our 
  goal is to provide exceptional customer service to all our policies holders.
  

  On June 22n?, our records show that an office staff member spoke to ************** in which Mr.
  ***** requested we text *************** about the Lexus premium. The same day, we had a text 
  conversation with *************** in which we requested proof of daughter's grades to qualify daughter 
  for the Good Student Discount (GSD) and submitted a discount request to State Farm for the Steer 
  Clear Discount (***), backdating the request to 5/22/2022 (State Farm policy allows agents to back 
  date a request up to 30 days, which was done for the *****). The *** is available to all drivers 
  under the age of 25 who are ticket and accident free for the last 3 years. Unfortunately, daughter 
  has never qualified for this discount, and currently has a ticket on her record from 2021for 
  "illegal use of cell/mobile phone".
  Regardless, we still requested for the discount and State Farm honored our request, giving daughter 
  both the *** and GSD effective 5/22/2022.
  

  These discounts were requested 6/22/2022 with an effective date of 5/22/2022 and credit was given 
  to *************** on her July 2022 bill. The total of these discounts was $187.93 which was given as a 
  credit on her monthly bill, thus, reducing her total amount due for July (please see page two of 
  attachment). *************** is correct when she states that she overpaid for 2 months, however, she did 
  receive the refund which is reflected on July's billing statement.
  

  Moving on to ***************' frustration with her claim; it is perfectly reasonable for her to be 
  upset. Due to a low labor force, back ordered parts and a record high number of claims being filed, 
  the average vehicle repair is taking 12 to 16 weeks from accident date to final repair. This is 
  completely outside of
  the insurance company's control and is not a reflection of State Farm, nor my agency. This is 
  industry wide and an unfortunate result of our current environment we are experiencing.
  

  On 8/10/2022, I received an email from *************** asking me to call ************** about his frustration 
  with the repair shop they chose, *********************. I was out of the office and unable to speak 
  with ************** so my office assistant called and helped him on that same day. His frustration was 
  with the fact the windshield was not being replaced, which was unrelated with the claim and 
  required a separate claim to be filed in order to be fixed. My office staff went above and beyond 
  in an attempt to please the ***** by coordinating the windshield repair to be done at the shop. 
  However, ************** was very frustrated and decided to have the windshield repaired at different 
  time, to better fit his schedule. In addition, *************** sent an email on 8/11/2022 questioning 
  the estimate that the repair shop conducted. My office called *************** and went over the 
  estimate, even though we did not conduct it. *************** is correct when she stated I never followed 
  up with this matter, as my office staff had already addressed the situation.
  
  Providing Insurance and ********* Services: see attachememts
  

  
  

  Customer response

  10/12/2022

   
  Complaint: 18142685
  
  I am rejecting this response because:
  I still do not feel that my concerns were responded to. He did not address his office staff not following up with the email I sent asking why our rates went up or for the fact that when she talked to my daughter and my husband she told them each a different reason for why the rates went up then talked down to me when she said all I had to do was talk to her which I did if fact send and email she said she would look into and she never got back to me. She also told my daughter that even though she had graduated from college she could still use the good student discount until she was 26. If his office staff went above and beyond for me like he is saying I would not be as upset as I am. His office staff are the ones who made this a horrible experience for myself and my family. As of today 15 days after I canceled my policy with them I still have not received my payment back from them. He is not accepting responsibility for how his staff treated me and my family, 

  
  Sincerely,
  
  *********************

  Business response

  11/01/2022

  Please see attached 

  Customer response

  11/01/2022

   
  Complaint: 18142685
  
  I am rejecting this response because:
  This is no response. He is still not taking responsibility for his staff. He is not explaining who State Farm is keep half of my payment. I see this as retaliation for the complaint that I filed. 
  Sincerely,
  
  *********************

  Business response

  11/10/2022

  To Whom It May ****************************** you again for allowing me to share additional information which I hope explains *************** refund and ultimately finalizes my response to *************** complaint. Again, I need to remind you that my office has no discretion on refunds. I am an independent contractor for State Farm Insurance, which controls all premium charges and refunds. I do not set premium prices, nor do I manage refunds. All refunds are pro-rated down to the day of cancelation and issued by State Farm Insurance, not my agency.   
  

  Included with this letter is a detailed breakdown of the charges and payments for *************** 3 auto policies. This was created by State Farm and sent to *************** on October 27th, 2022. In addition to this breakdown, State Farm provided the appropriate channels to *************** should she have additional questions about her refund, which can be obtained by reaching out to *********************************. 
  

  I have apologized serval times for *************** dissatisfaction of State Farm and my office staff and will continue to do so. Accidents and premium increases are never an easy situation to navigate. After a full review of all account notes and customer interactions, I continue to stand behind my team. Unfortunately, we did not meet *************** expectations, which is not typical of my agency.    
  

  Thank you again, 
  

  Brian Boldman, Agent 
  Brian Boldman Insurance Agency, Inc. 

  Customer response

  11/11/2022

  I think it is pretty funny that you say you do not have a say in my refunds but when I called the 800 number I was told that all refunds come from the agent which would be you! You expect me to believe that in the 3 days after my payment that State Farm is entitled to half of it?. You stand by your staff who have lied to me and my  family who have talked down to me after talking to my husband. When I did ask about our rates and she said she would look into and then never followed up. I have reached out to the email you supplied with NO response. I did not get a breakdown of why I didnt get my full payment back or even more that half. I have given you time to make this right. Which you have not done. 
  Complaint: 18142685
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

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