Business ProfileforKevin Dennis Insurance Agency Inc.

Kevin Dennis is my familys insurance agent. I usually am not the family member who speaks with Kevin for our policy concerns or questions. However, my car was recently hit, and I have had trouble with my calls and messages being returned ensuring my questions were going unanswered through Safeco Insurance via Liberty Mutual. After about six weeks of trying to resolve my issues with Safeco I reached out to Kevins office to ask for a management number for Safeco to express to them about my experience. This would be in hopes my feedback could improve their approach to customer service care. The front desk lady answered my call and said Kevin was on the phone. I asked her if she would have a number for ****************** She placed me on hold and then Kevin was on the line. I explained some of my experience and requested a number. He explained this was the first he was hearing of this and explained what he could do, but he was not giving me a number. He said he could reach out to Safeco himself and try to resolve the issue. I told him that was okay if he did that; however, I would like to speak to someone directly in ***************** about my experience. He explained everywhere is shorthanded and then reiterated what he could do, but he adamant about not giving me a number to reach out myself. I told him I understood, but the level of customer service I received was poor and it was important I personally speak to someone as well. Kevin became agitated accusing me of just wanting to complain and not wanting to resolve this issue. When I, again, tried to explain this was not true he lost his temper. He raised his voice stating, ***********************. Do you want to call me when you have calm down because I am not going to argue about this? I never once raised my voice, cussed, nor become rude. However, he did. He was unprofessional, discourteous, and inappropriate. Very unsatisfied with this claim experience starting with Kevin up to the claim department at Safeco.

This was the first time your claim issue was brought to my attention, and I had someone in contact with you within the hour of me being aware there was any issue. While we understand your frustration in todays world things are taking much longer than in the past to repair cars, and it is tough on all parties involved. I had someone from the company reach back out to you with in the hour and get the problem solved. I am sorry you are unhappy with the service you received but I have done everything I can to help in the claim situation and are still here to help.

In reference to the reply I received from Kevin Dennis Insurance for my review. I stated I gave Kevin the greenlight to do what he needed. I did receive communication from ****** within an hour; however, my main complaint was the unprofessionalism and rudeness I experienced directly from Kevin. He refused to give a number for ****** above my claims representative and her supervisor. I sincerely expressed I wanted to personally convey my feedback to ****** for them to be aware and hopefully improve on moving forward. Then the issue where Kevin raised his voice, accused me of simply wanting to complain, and then rudely stated, “Jesus Christ. Do you want to call me when you have calm down because I am not going to argue about this?” I was never rude, never raised my voice, nor cursed at Kevin. I was surprised as a business owner Kevin would believe this is an acceptable approach to a paying customer. The response I have received is oblivious, whether intentionally or unintentionally, to these actions. What has been left unsaid and lack of acknowledgement speaks volume. I work for a major company, and we still have to provide a standard of quality customer service regardless of how difficult times are or the lack of resources we are experiencing.