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Complaint Details
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Initial Complaint
10/17/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I reached out to Goosehead in June 2024 through a referral to ***** ******, the agent I worked with. He got me a new ************ insurance policy, as mine were set to renew on 7/10. My original flood policy was $1,421 which I was confident I was overpaying for and what prompted me to reach out to an insurance broker in the first place. He got me a new policy at $862. I signed a contract for that policy with Goosehead on 7/9 with an effective date of 7/10. At that point, my mortgage company had already paid my original policy one month in advance, on 6/11. So, I had to reach out to the insurance carrier to cancel that policy and get a refund. I should have been able to do this with no issues. However, when I went to send them my new policy declarations to prove I had a new policy, I found out that my new policy had a start date of 7/23, even though I had signed a contract that had an effective date of 7/10. As a result, they said that I had to use my original policy as that was the earlier dated one. Because of this, I immediately reached out to ****************************** to resolve this issue. On a side note, THEY ARE HORRIBLE TO WORK WITH. Totally unresponsive, I have called dozens of times in the last few weeks and while the service people that answer the phones are awesome, I have heard nothing from the sales side (who actually has authority to resolve the issue), despite being told every time someone will be reaching out within a business day. What I have asked for is: 1. a full refund on my new policy through Goosehead ($862). 2. a refund of the agent fee I paid ***** ****** ($200). 3. The difference between my original policy and my new one, as these are the damages I incurred by working with Goosehead rather than a reliable insurance broker ($559). I have been told they are going to do 1. and 2. but I am planning on taking the **************** to small claims court for 3. I have attached the flood insurance contract I signed with an effective date of 7/10.
Business response
10/18/2024
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
10/18/2024
I am rejecting this response because: I have yet to receive any kind of response from Goosehead. I am still moving forward with my small claims case against them.Business response
10/18/2024
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
10/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Do not use this place. ****** will mess up your paperwork. **** up your rate and not explain why. And then avoid you when you're trying to cancel with him. He put the wrong information on my insurance paperwork causing the policy to lapse due to the actual insurance company not having my correct email, phone number or address. When I found better rates and cancelled my policy with them ****** avoided my phone calls and ignored my emails. I requested a policy cancellation on 9/17 effective 9/20. He said he'd send over the paperwork. I called Progressive directly on 9/19, they were able to cancel the auto policy but not the homeowners saying it would need to be through the agent. So again I tried to get ahold of ******. I finally get cancellation paperwork but it has the wrong date. So email back, after 2 days I get it with the right date. I sign the paperwork and send it back. Today, 10/7 I called progressive to verify the account had been cancelled. It had not. ****** never submitted the paperwork. Finally get ahold of Goosehead HQ and get the policy cancelled. DO NOT do business with this place. They are predatory and will dodge you to try to keep your policy. ****** ******** should not be in business.Business response
10/08/2024
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
10/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I opened a claim with this agency after my truck broke down. My truck was towed (at my expense) to the dealership. I was told it was contaminated fuel. I was then advised to cantact my insurance. Within a few hours i received a call saying my insurance wouldnt cover and its my expense and the agent hung up. i wasnt able to ask questions and i have not been able to contact anyone. ive left messages and no one including the supervisor and their main office will return my call. my truck is currently sitting at the dealership. my wife and I are down to one vehicle. I pay these people every month and i cant get any answers.Business response
10/04/2024
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
10/01/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
September 27, customer service complaint.I rather enjoy ********************************************* as my carrier/broker. Most of the agents and customer service agents are wonderful, as they know service is important for bonusing. However, most of my interactions have been with their agents either form Westlake or San Antonio *****. I did not know they opened an office in ******, and now I deeply regret their decision. ****** does not hold the same service standards and hospitality as *****, at least when it come to Goosehead ***********'s the specifics, on September 27, 2024 I called and spoke with *****. She introduced herself as *******, but her email to me was *****, not sure if she tried to throw me off or not; additionally, her full name shows in my email as ***** ******. Either way, I hope she does not represent the level of service provided by those agents in ******. I digress, when I called I asked for the quote I just received from **** to be made effective, and to complete those changes. She immediately started arguing with me, and said I would have to contact my agent. After a couple minutes of back and forth until she actually listened to what I was saying, we started making progress on getting the changes finalized. Though she apologized at the end, I want to submit this complaint because someone needs to retrain ***** ****** on their listening, hospitality, manners, attitude, and work ethic. I even asked for a review and though she said she would send one, she never did. Side note, I believe when I called she was either not paying attention due to another conversation she was having, or by listening to music. I could tell she was doing something else. I get it, I know people need to work hard and play hard, but you also need to know when to focus. When you receive a call, you should immediately change gears.I'm sending this complaint to BBB because I was unable to locate a way to send this to Goosehead Insurance.Business response
10/03/2024
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
10/03/2024
I have reviewed the business response and accept this resolution.Initial Complaint
09/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I'm filling a complaint against Goosehead insurance due to issue of not receiving any help for a roof repair or replacement even though I have home insurance. I purchased my residence in September of 2020. I went into agreement with Goosehead insurance during time for home owner insurance coverage to help with issue like the one I'm having. I was given a $4928.00 deductible which makes it impossible to have any repairs done. I recently received a Roofing estimate which is attached, and I was give an amount of $8795.00 to replace my roof due to the structural damage. I have broken wood and mold in my attic which is very unsafe and unhealthy. I'm unable to receive any help based on my high deductible and the economic struggle I'm having. Financing is not an option because I'm just unable to meet the desired need to have this work completed. I pay home insurance every year and for Goosehead to provide no assistance is very unfair.Business response
09/27/2024
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
10/04/2024
I am rejecting this response because: the following attachment shows where my home has considerable damage in several locations. Goosehead Insurance has high premiums and high deductibles which makes it hard to get any help to complete repairs. A $4928 deductible is not something anyone just has laying around in these days of economic hardship. I've reached out via email to file a complaint so an insurance adjuster can come to my home to see the damages with no response. So I've attached the following documentation for review and solution concerning this important and difficult matter.Business response
10/04/2024
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
09/17/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I, ****** *****, and my wife ****** **** purchased **************************************** on 12/29/23. On 12/19/23, we signed a flood assumption form to assume the home sellers (****** *****) flood insurance policy (policy **************) from Goosehead insurance (**********************************). We were in contact with their agent ******** ***** *************) for this process. Before purchasing the house, we told ******** that we were not going to assume the current sellers flood insurance policy, as we were purchasing our own (policy **************). After our escrow being charged $1389 on 2/29/24 for a renewal of policy **************, we contacted Goosehead Insurance about the issue. We were charged for ****** Smiths original flood policy renewal that was incorrectly assumed by us for our house. We signed a cancellation request 5/6/24 to have the assumed policy (**************) cancelled and the renewal refunded to us. Goosehead insurance placed the cancellation request, along with changing the holders of the policy back to ****** *****. The renewal (paid by our escrow) refund check was then sent to and cashed by ****** *****. We have continuously contacted Goosehead insurance and ****** flood insurance about this issue and a refund is still not given to us.Business response
09/19/2024
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
09/19/2024
I am rejecting this response because:Business response
09/20/2024
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 emailCustomer response
09/20/2024
I am rejecting this response because:Initial Complaint
09/16/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
We used Goosehead to purchase insurance, the agenct-*** Northway told me I could cancel my auto on 7/9, but the new policy didn't start until 7/15. We had no idea we drove w/o insurance until we got the bill. My credit card was charged on 7/9 in the am, I received a welcome packet and additional paperwork in the afternoon of 7/9. I should have checked the date, but I thought everything was good. We paid $400 to the ***, we would like that money back. We also have home insurance through Goosehead, I got notice that was going to be canceled b/c the appropriate paperwork had no been uploaded. That was fixed but it was unnerving.Business response
09/18/2024
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
09/21/2024
I am rejecting this response because: I would like a refund. The company messed up, admit your mistake and make it right.Business response
09/23/2024
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
09/23/2024
I am rejecting this response because: I still want a refund. I think this is terrible customer service on their part.Initial Complaint
09/10/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
My insurance provider (Progressive Insurance) was brokered through Goosehead Insurance. I tried to renew my license plate sticker online for IL and it said my license plate was suspended. I called both Progressive and Goosehead to get this resolved. Turns out that Progressive provided the wrong VIN number to the IL DMV and thus couldn't verify I had/have auto insurance which I did. Progressive updated the correct VIN but the IL DMV wants $100 to reinstate my license plates and I am requesting that either Progressive or Goosehead pays this because it was not my fault. I provided proof of the correct VIN when I emailed Progressive my sales contract.Business response
09/12/2024
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
09/12/2024
I am rejecting this response because: No one has contacted me. Their response is generic. My license plates have been suspended because of Progressive and Goosehead insurance and they wont accept accountability for their neglect. They should communicate to the IL DMV asap and lift the suspension so that I may purchase a new sticker for my plates.Business response
09/13/2024
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
09/03/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I noticed on 08/01 that my auto insurance payment had not posted. I called Progressive spending 10 mins each time to get a live person on 08/01-08/06 they kept saying the payment would post, it did not. Now they are charging me an extra $25 for "returned check" ******* has no record of their request for payment and now the exact same thing is happening with this months. It is 09/03 and they claim they sent a request on 08/31. I will not be responsible for ANY additional fees. I emailed my Goosehead agent ("******") on 08/16 after seeing the additional charge posted. She replied she would "have her team take care of it" - they did nothing and to date have done nothing. I have no tolerance for people getting a cut of my money for nothing and this agent is as bad as the last one.Business response
09/04/2024
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
08/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased my home in 2/2021. I initiated what I thought was cost effective insurance for my home.I was not educated properly on the contents, requirements or pitfalls of my policy by the originating employee who no long works for this establishment. My home was damaged by Hurricane ***** on 7/8/2024. I have never used my insurance and always remained in good standing. This insurance also had a hidden clause that allowed it to renew at a higher rate; which raised my house mortgage to an extreme rate.I was also advised the policy contained a 5% (*********) deductible + (********) for depreciation a serious error that was made by Goose Head on origination of the policy; which should have been correct but was not by a past employee. I was told it's mid policy when the error was discovered and nothing would be done whether it was an error or not. Lastly, I received a letter from AmGuard my carrier that they would no longer carry my policy after 1/27/2025. I am beyond shocked and sadden by this deceptive practice.Business response
08/30/2024
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.
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Customer Complaints Summary
164 total complaints in the last 3 years.
93 complaints closed in the last 12 months.