ComplaintsforSatanoff Insurance & Financial Services Agency, LLC

• Initial Complaint

  12/27/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Dec 11th 2021, I sent an email to cancel a commercial insurance account. I just received an email on Dec 27th 2021 confirming that it was never canceled and money was being withdrawn from my account to pay for a policy that was supposed to have been canceled. I was then blamed for their failure and berated like I was some sort of idiot. They denied receiving the email, haven't apologized, or done anything to make this situation right. I consider this theft and fraudulent activity. I have reported this to the Attorney General of Pennsylvania as well.

  Business response

  01/11/2022

  Regarding the complaint filed against Satanoff Insurance and Financial Services, LLC, we would like to share the situation at hand. 
  An insured reached out to our office requesting to cancel his two policies with us on December 11th. He sent two separate emails, one for each policy, one of them reaching a junk folder and not being seen at the time. 
  On the 27th, the Insured received an email that funds would be removed from his account for his State Auto Policy (the policy which email was found in the junk folder). 
  Our Insurance Producers, Janessa and Sean, apologized for the mix ups, requesting the Insured provide proof of insurance and to complete proper documentation to cancel the policy, which is part of procedure. Our Producers reached out to the Carriers, and all funds were halted from being removed from the Insured's account. No money was ever removed from the Insured's account, and no theft or fraudulent activity occurred. We also noticed a late fee on his account, and we were able to get the carrier to waive the fee. 
  At Satanoff Insurance, we pride ourselves on creating an exceptional service experience and our goal is to always ensure the customer is provided the proper care and coverage. Our producers would never berate or blame a client. 
  Janessa and Sean conducted themselves in a kind, professional manager, apologized for confusion that went on and collaborated with our carriers to cancel the Insured's policy. We understand how frustrating it can be when things slip through and are not resolved when they should be, however, Sean and Janessa both apologized. 
  The Insured went on to insult our producers and their abilities, as well as report our Agency and post negative reviews before the situation could be resolved. 
  Attached are screenshots of emails between the producers and the insured. Thank you. 
  
  An employee of The Satanoff Agency made a gross error in judgment that resulted in disciplinary action taken against myself and my agency, Satanoff Insurance & Financial Services Agency, LLC. An unlicensed employee transacted Property & Casualty business in the state of New Jersey. There was no malicious intent on the employees' part. As the agency owner, I then had no choice but to terminate their employment at the agency. Agency license and Designated Responsible Party License are both active, fine was paid. Actions have been taken in my agency to ensure this type of error does not happen again. Database is also maintained of all producers, their state licenses and renewal dates. I have an executive team that handles employee relations, they verify license renewal on an annual basis. 
  I have owned my agency for over 16 years and built it from scratch. I look forward to continuing my relationship with my customers and the carriers my agency represents to provide coverage they need in the states they reside. 
  Please don't hesitate to reach out to me if you have any questions. 
  

  Sincerely, 
  Lee *. S*******

  Agency Principal

*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. ↩