ComplaintsforGoosehead Insurance Agency, LLC

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I needed to file a claim for my auto insurance. I get auto insurance via an intermediary called Goosehead Insurance. Per their very website, and their sales tactics, they are there to help take the guess work out of the world of insurance. I spoke to an agent named ***** who I explained in detail why I was reaching out to him. I wanted to FULLY UNDERSTAND the claim that I was filing BEFORE I filed it. In fact, I asked so many questions about it, that I apologized for asking so many questions and informed ***** that I was doing so because I wanted to fully understand the situation before making a decision. I was pretty articulate about that. He was so patient, kind, and informative, that I wrote a detailed review of him for his manager to praise him for it. The basics of it were, what type of insurance claim I had, what my deductible would be, and the decision to pay out of pocket or file a claim. I was able to take my vehicle to get a cost for repair and they gave me a quote. I scanned that quote and sent it to ***** and he was able to help give me his recommendation based on the information I provided him. Specifics. Real numbers. In the end of the day, it turns out, ***** was completely wrong about the information. I have been TRYING to work with the business asking them to compensate for the difference because I made a crucial decision based on THEIR claimed expertise and it was wrong. Not only do I keep getting the run around, that's only IF I even get an answer. They were QUICK to say they take no responsibility, even though, it's highly documented that it was in fact they who are in error. When I point this out, again - I get the run around. I did my due diligence. I asked tons of questions, i expressed calmly my issue, i tried to work directly with the business. They are treating me like I'm an idiot.

  

  Business response

  08/29/2024

  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

  09/05/2024

  I am rejecting this response because:   While the business did reach out to me, the response that they provided was yet another account of lack of accountability. Despite the fact that they claim that their process of their company is to help inform their clients to make the best and educated decision, the information they provided me was admittedly inaccurate leading me to an inaccurate decision. They are saying that they do not take responsibility for inaccurate information. 

  

  Business response

  09/06/2024

  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.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Goosehead Agent Austin Flood set up our homeowners insurance at the wrong zip code. I signaled there were confusions with our zip code and he told me ; dont worry you will be covered. Insurance zip code did not match the deed to our house, tried to reach Austin many times to get it corrected to no avail. I was met with bogus excuses for why he could not call me back until finally he confessed that he would need to re-write the policy and our insurance would go up by 3 times. He sent me a link to progressive to apply myself to try to find a lower rate, offered no apologies or reparations. Our rate went up, we now owe progressive 212$ and we will be facing shortage in our escrow account and increase in our mortgage payment due to his mistake. Im asking that Goosehead reimburses the agents fee of 270$ that we paid in closing and the 212$ we owe to progressive to make up for the Increase at the very least. Goosehead is 100% responsible for this mistake that is causing financial hardship and should be held liable and should reimburse us for their agents negligence.

  

  Business response

  08/21/2024

  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

  08/29/2024

  I am rejecting this response because:   
  i have not received an email from you and the email received from ******* is refusing to reimburse the increase of 212$ + 25$ increase for auto therefore we do not accept this as a resolution.Goosehead Made the mistake. Had our policy been set up at the appropriate zip code and it was this expensive we would have had the opportunity to choose a different agency or shop elsewhere but you falsely quoted us and now if we got with another agency we have to pay them a large fee upfront and we cannot afford that therefore we are stuck with this increase. understand that if a business makes a mistake that financially affects a client they are responsible and liable. How we proceed from now is according to your response. We will not accept not being reimbursed. 

  

  Business response

  09/27/2024

  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

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I requested a Change of Agency from Goosehead on my current Allstate Insurance policy prior to renewal. In my lack of knowledge as to how Goosehead operates their captive and shady brokerage business I paid Goosehead as Broker for my past Allstate policy. Goosehead and its sales representative are not insurance agents. Goosehead does not service clients and lacks presentation and professional communication nor follow through. Goosehead brokers Insurance policies,collects fees and their sales representative disappears leaving unsigned documents and contractual negligence and liable exposures. I will not do business with Goosehead insurance. In order to retain my Allstate Insurance on multiple policies I requested through Allstate to change the one Goosehead written policy to a more professional and reputable agency of my choice. Goosehead denied the change of request by Allstate and now my only option is to cancel the Allstate policy and find a different Insurance company. Allstate is not the problem GOOSEHEAD is the problem. Allstate can not reassign my policy without approval from Goosehead. Reassignment of Insurance policies is common and only an unprofessional non communicative, greedy, fee collection Broker would deny this request and force and insurance consumer to either change carrier or do business with a broker that is lacking professional demeanor, has poor accountability, has bad presentation, and zero empathy in business acumen.

  

  Business response

  08/21/2024

  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

  08/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In May 2024, I requested a Home insurance quote with *****************************, a Goosehead Insurance Agent who was recommended to us by our broker. The quote was provided and we had initially discussed moving forward, with the agreement to send over our information and signed documents; however after reviewing the company my husband and I decided to not move forward with Goosehead due to poor reviews. That said, no information was provided to the agent nor were documents signed or any consent to pull a policy provided. A few weeks later, we were contacted by Goosehead regarding an insurance policy. We responded that we are no longer interested in moving forward and have not made any agreements to a policy with the company, therefore it should be cancelled. Despite this, Goosehead entered me into a policy that as stated numerous times in our email chain -I did not want, select, sign up for, nor provide any signatures for, yet my lender Provident Funding was contacted and subsequently, paid $8,266 to People's Trust Insurance Company for Policy Number BFL671024-00 on 8/12/2024. Goosehead entered me into this policy despite never signing up for, consenting to, selecting, nor entering into an agreement with Goosehead and by extension People's Trust Insurance Company. I expect this payment to be refunded immediately and an investigation into how and why this occurred.

  

  Business response

  08/13/2024

  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

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted an agent from Goosehead to get a quote for a homeowners insurance policy. I spoke with the agent over text message and upon receiving the quote, decided that I no longer was interested in using their company. I received an email with a Doccusign document to go ahead and confirm that I wanted the policy. I never signed it because I did not want the policy. I still have the unopened Docusign email. I assumed this was the end of the situation considering I denied the policy. This year when I received my escrow review analysis I saw that Goosehead had gone ahead and pushed that policy without my consent taking almost three thousand dollars out of my escrow account. When I called Goosehead to see why they did this I was told that the agent just assumed I wanted the policy and bonded it without informing me and that this was perfectly legal. Goosehead admitted they didnt have any documentation with my signature on it. Goosehead used Sagesure Insurance Managers for this policy and suggested that I call them seeking a refund. Once I called Sagesure they told me that they only handled the policy because they assumed Goosehead went through the proper channels of confirming I wanted the policy and that this situation was purely Gooseheads fault. Goosehead refuses to give me a refund for a policy I never wanted and has caused my escrow account to be almost three thousand dollars in the negative for something I never wanted in the first place. I had already had a homeowners insurance policy at the time and was just casually shopping around. An agent from Goosehead bonded this policy based off me asking for a quote. I never agreed to a policy from them. This agent got her commission from stealing money out of my escrow account and now the company refuses to refund me. We were told oh well this agent doesnt work for us anymore and theres nothing else we can do. Goosehead is refusing to help any further and expects me to accept a near three thousand dollar loss

  

  Business response

  07/19/2024

  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

  07/22/2024

  I was told I would be getting an email from Goosehead Insurance concerning my complaint about this fraudulent insurance policy. I have yet to get an email from the company. I would like to hear back in a timely manner as I need to get this situation resolved quickly so that I can replace the money taken by Goosehead back to my escrow account. Thanks. 

  Customer response

  07/26/2024

  I am rejecting this response because:   The business never got in touch with me like they said that they would. I was hoping to hear back, but never received a call or email. I have heard nothing. 

  

  Business response

  07/29/2024

  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

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a new home and was guaranteed. I had enough insurance to cover property in total. Explain to ***************************** about my 864. Square foot garage and he guaranteed me it was covered, However, I had a garage fire which was written up at seventy two thousand to replace. Insurance only gave me thirty one thousand five hundred dollars to Replace garage. This thirty one thousand five hundred dollars also was to cover sixty feet of cedar fence, as well as a shed. Altogether, it is going to cost me around eighty thousand dollars to replace all lost structures. I overinsured my property by about fifty thousand dollars to cover costs.If something like this were to happen and once again was guaranteed, Buy goosehead insurance that if anything or to go wrong, I would be covered beyond what I needed.

  

  Business response

  08/01/2024

  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

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Gooshehead agent assured me that a new auto policy that she was trying to sell me was the exact same as what i had currently had with another company. I agreed to switch insurance companies, which came with a $79.00 fee for auto and $199 fee for home. After getting my new auto policy, it was in fact not the same coverage that I previously had. She offered to add the missing perks for an additional charge to my policy. I declined and asked for the policy to be cancelled. Due to being misled, I dont feel that i should have to pay the $79 fee since it was their agent's mistake. I have ***eatedly called and they keep saying that they have escalated the case and someone will call me back. I have been waiting since june 28. I have called back five more times: 1 - july 3, 10:45 AM - call not returned 2 - july 3, 12 noon - call not returned 3 - july 3, 5:12PM - call not returned 4 - july 5, 10:08 AM - call not returned 5 - july 5, 10:10 AM - tried to use chat but "enter" button to send my Info disappeared 6 - july 5, 10:12AM - called finally returned at 10:30 AM I was told during this conversation that my call was probably never returned (7 days later) due to the 4th of july holiday. The customer service *** spoke to her manager and told me that she could see in the computer that my case shows as escalated, but there has been no follow up. She told me she would put in an inquiry for finance. I was assured i would hear back from an agent on Monday, july 8. Today is Tuesday, July 9. I have heard nothing from this company. (I am not disputing the other $199 charge - i changed homeowners insurance through their agency and don't have a problem paying when i get the service that I pay for.)Im beyond frustrated, as I feel that I was mislead and now they have taken my money and wont return my calls.

  

  Business response

  07/15/2024

  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

  07/17/2024

  I am rejecting this response because:   I did receive a email from them as stated, but the email did not state any course of action they would take to correct this matter. They did ask me to verify the last four of my credit card for their finance team, which I did do immediately. There has been no activity from them with my credit card. 

  

  Business response

  07/19/2024

  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

  07/22/2024

  I am rejecting this response because:   They have done absolutely nothing to fix this situation still 

  Customer response

  08/15/2024

  I still have not received any money back from this company. I was told it was credited to my account on July 25. It is August 15 and a credit has never appeared on my credit card for the refund. My next stop with be to report them to the ************************* 

  Customer response

  08/16/2024

  Hi, 

  I did receive the refund today from Goosehead Insurance, so I would like to mark this complaint as resolved but do not see how to do that. 
  I appreciate your help in addressing this matter. 
  ***** *****

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had *********************** as an agent for my new primary home. I discovered two years later that he had issued the policy as a secondary home, which was incorrect. I called and requested a change because I was paying a higher premium (more than $700 per year) due to this error. Although I filled out the forms and did everything required, they didn't make the change, and in the third year, I ended up paying for a secondary home again.I have called that agent several times and have never heard his voice or received an email from him. With renovations, he never called me. I requested calls, but nothing happened. When I called Gossehead, they said I had to talk to him directly or call ******************* (a relative) whom I also contacted, but he never responded either. This person does not understand his duties as an agent, such as care, obedience, and loyalty. I don't know where he got his license. I have spent too much time trying to reach him because the insurance company insists that I must go through my agent, and ********* always says I have to talk to him.

  

  Business response

  07/05/2024

  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

  06/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On May 21st 2024 my mortgage company MrCooper authorized a payment of $1,694 from my escrow account based on policy information received from Goosehead Insurance Agency. I did not consent, sign, or agree to this policy provided by Safeco on behalf of Goosehead Insurance Agency. I even provided Goosehead Insurance Agency with my new insurance policy from Progressive that was paid in full by me on March 19 2024. I ask that Goosehead Insurance Agency is to cease and desist as my insurance broker. I also ask that Goosehead Insurance Agency's BBB rating reflect their acts of misconduct. Insurance agents involved were Blake ******* and Andrew ******. Please see attached supporting documents. MrCooper helped me cancel my Safeco policy and had my insurance premium reimbursed from Safeco on June 27th 2024.

  

  Business response

  06/28/2024

  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

  06/28/2024

  I am rejecting this response because:

  I want gooshead insurance agency to acknowledge my cease and desist. They have violated my consumer rights and I do not wish to do business with them anymore.

  

  Business response

  07/01/2024

  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

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had insurance with them since we bought this home. We had full coverage with a decent deductible. We are not frivolous. We placed a claim and was given a major run around and was denied coverage..because the roof was never properly installed. Well..they saw that when they accepted the home for coverage..it passed our inspection with an independent company before we purchased the property. There was hail damage but " roof was installed improperly" and claim denied. I paid out of pocket for the tarp and we have had the roof replaced..we cancelled coverage with goose head/ American modern and the agent was fine with that...they even sent Doc u sign for me to cancel.But..they continue to bill the mortgage company and it is now costing more because of escrow. And we got a letter by mail on Monday saying .." thank you for choosing " them again!! The agent has said he has nothing to do with it.. basically we keep getting the run around..and it is just too much. A local TV station might be able do do something..but I doubt we are the only ones this has happened to. At this point, I need my money back from the canceled co...because the escrow paid the new company and them..they tell us one thing..and then we get word later of something different. The day my husband opened the letter he had been on the phone and was told to call back Friday..they would send a check from **** ( a prorated amount..but they didn't know how much.) is this legal? Please tell us what to do.

  

  Business response

  06/28/2024

  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

  06/28/2024

  There has been no resolution at this time. 

*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. ↩