ComplaintsforGoosehead Insurance Agency, LLC

Insurance Agency

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Initial Complaint
06/26/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I utilized this broker to obtain quotes for home insurance when I purchased my home 12 months ago. I attempted to contact my agent multiple times with no response. After my rate increased over 50%, I contacted the general phone number and email address for the agency seeking help. They referred me back to my agent. After further repeated attempt at contact with no answer, I tried to terminate the relationship to no avail. I was forced to pay the brokerage fee in order to stay contractually compliant with ZERO service or contavt from my agent.
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.
Initial Complaint
06/21/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Goosehead insurance is using unfair and deceptive business practices. My husband and I began our coverage with National General written by Goosehead insurance June 1, 2023. We have not had to use the insurance until June 17, 2024. We contacted National General and learned that my 2018 ****** Avalon was not covered. National General informed us on June 20, 2024 that my car had liability only coverage. After researching and some verification, I called National General back and let them know my vehicle is still under financing. I also stated that I did not understand why my vehicle was not fully covered. National General let me know that I would have to reach out to the company that wrote the policy to have this fixed and understood why I questioned this as it is state and federal law. When I called ****** at Goosehead she stated that there was nothing they could do to fix the policy. I asked for a manager and she state that they do not send cases to managers, but she could escalate the case. I was then placed on hold for 22 minutes just for the agent to come back and say there is nothing she could do because we signed the document for renewal. During the initial process and the renewal, my husband did state that our vehicles were still under a lien holder. Goosehead Insurance intentionally took advantage of two retired service members for their benefit. We trusted them with the safety and security of our family just to find out we are on our own. I would never recommend this company to anyone in any lifetime.
Business response
06/25/2024
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
06/16/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On May 24, 2024, I initiated a request for a homeowners insurance quote for a property located at ***************************************, with an effective date of June 26, 2024. This request was made over the phone. The agent informed me that an application would be sent to me via email and text message. Upon receiving the application, I declined it and refrained from signing the document. Subsequently, I contacted the agent to reiterate my decision to not proceed with the insurance policy. They advised me to sign a cancellation document that would be sent to me via text message or email. Despite not having signed the initial application, I signed the cancellation document with the intention of resolving the ********* my surprise, I recently received a bill for $70, which is due immediately, for a homeowner's policy that I never formally agreed to. The insurance company claims that this amount is owed following the cancellation of the premium. The policy number associated with this bill is **********. It is important to note that I have not yet acquired ownership of the property in question.I kindly request that the insurance company cease all billing activities related to this matter, as I never entered into a signed insurance contract with them. The issuance of this bill without my consent constitutes insurance fraud in my opinion, and I will not hesitate to report this matter to the relevant authorities in the state of ***** if the billing persists.
Business response
06/17/2024
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
06/18/2024
I am rejecting this response because:

Please refer to the attached email response and my reply. The response essentially states that the issue is not their responsibility. They cancelled the policy and it is up to Mission Select (an unknown entity to me) to handle any refunds or billing matters. However, I would like to clarify that I never opened a policy with Goosehead Insurance. I merely requested a quote. Consequently, I have received a $70 bill for an insurance policy that I did not authorize and which was never even put into effect. Furthermore, the property in question is not even my own residence.
Business response
06/18/2024
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
06/24/2024
I am rejecting this response because: Not addressing my concern. I don't own any money to Goosehead Insurance. I never opened insurance with them. I just requested a quote.
Business response
08/06/2024
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
08/09/2024
I am rejecting this response because: Attached is Goosehead email. Goosehead want me to agree to a settlement in email. The problem is they don't explain clearly in the email what the settlement is. I don't trust them to make a blind settlement without me knowing in writing what the settlement is!. In addition, I was never insured by them. I don't owe them any money. Why I need to enter into a settlement if I never had contractual obligations with Goosehead Insurance!
Business response
08/12/2024
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
08/12/2024
I am rejecting this response because: They are trying to make a settlement without explaining what the settlement is about. I dont own them money, never entered in writting or verbal contract with them.
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
06/15/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 4/1/2024 we closed on a house and we're given a quote by goosehead insurance which we declined in favor of a lower quote from a different insurance company which was wrapped in the loan closing/escrow. Someone at goosehead decided to fraudulently open the policy we denied anyway and neither me or my spouse verbally agreed or signed anything. We have texts to prove we denied the coverage. We have tried to cancel several times even gave them a declaration page from the insurance we went with and now they're trying to say we owe them money. It's very shady business practices.
Business response
06/17/2024
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
06/09/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
First, the agent, *******************************, sold me an auto policy with Allstate. Then, he called me back that I couldn't have that policy and I needed to switch to National. He took my bank information over the phone and said it went through. Then, a week later, I received a notice in the mail stating that National had canceled my auto policy and I was driving without insurance and did not know it. I immediately got online and paid an additional $59.95 to get the policy reinstated. I contacted ***** and the owner of the local office, ************************* about this issue. ***** stated that there was a "banking error". The error was he did not enter my banking information correctly. He didn't own up to his error, and it took him weeks to get back to me stating that he couldn't get the reinstatement fee refunded. I copied *** on this email as well. After the second email I sent, which detailed the entire issue, *** finally responded that I would receive a refund (that was on a Friday). He said he would call me on Monday, which he didn't. I waited about two weeks and emailed him again about the status of my refund. He replied that he didn't know what refund I was referring to and told me to call the service center. Then, he emailed again and asked me to call him. I did, and their phone system said no one was available to talk with me. I emailed him again and told him to look through the email thread and gave him the date of the email where he said I would get a refund. This has been going on for over 6 weeks with no resolution. I understand that we all make mistakes; however, it is how you remedy the error that makes the difference. Both ***** and Goosehead Insurance have given me empty promises and will not take responsibility for their error, which cost me money. The lack of customer service from this company has been unacceptable. I want a resolution for my issue and I have found another insurance company that actually cares about their customers.
Business response
06/11/2024
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
06/04/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In September of 2023 my home insurance was up for renewal. I requested a quote for a higher dwelling coverage. Instead of a quote, they changed my policy which resulted in my owing $2,000 more on my home insurance than before. This caused the escrow on my mortgage to be negative, my mortgage amount to drastically increase and my insurance policy to lapse because there wasn't enough in my escrow to cover this new amount that I did not want. So I had no homeowner's insurance for almost a month before ******** finally got the policy reinstated. However, instead of putting the original renewal in place that I wanted (and not the quote) I have now paid over 2k more than I should have. I emailed and chatted constantly to get this issue resolved and nobody seems to care. I have tried to get quotes at other companies but now that they have submitted some document that my dwelling coverage is almost double what it should be, I can't even get an accurate quote from another company. The fact that it has been almost a year and nobody will help with their own mistake, no apologies, no options is insane. Beware of working with this company because they will s**** you.
Business response
06/06/2024
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.
Customer response
06/21/2024
I have received no communication from this company in any way
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
I am rejecting this response because: although they stated they would contact me directly I have not been contaacted at all.
Customer response
07/31/2024
The company sent me a copy of my policy. They did not address any of the issues I stated at all. Just sent me a copy of my current policy, which is the policy that they messed up and never corrected. They made no effort to address anything.
Business response
08/05/2024
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.
Customer response
08/05/2024
I am rejecting this response because: they still have not contacted me
Initial Complaint
06/03/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This is regarding policy OY9092494 or DY9092494 - *********************** sold the property at **************************************************************** Feb 8th 2024. She notified all parties this house was sold and therefore was no longer required to have an HOI. We are needing the charges of $2735.88 backdated. We attempted to call ***************** who did not answer the phone or return calls.I've attached the *** Settlement statement as proof of sale
Business response
06/04/2024
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
05/23/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was working towards closing on a house and this insurance company was recommended. They demanded payment prior to closing date. The closing did not occur and it has now been two months and they still have not refunded my payment. They keep giving excuses. They said they accidentally sent the check to my old address, then when I let them know I still owned the house and no check had arrived, they changed the story to they accidentally sent it to the address of the home I was trying to purchase. Now they say it'll be at least another week before they can even begin to reissue the check.
Business response
05/28/2024
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
05/28/2024
I am rejecting this response because: The business stated in the response that they would be communicating directly with me, but I have not received and email directly from the business.
Business response
05/29/2024
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
05/11/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Business takes your money to provide a service of being your agent to get you the best insurance deal, but then I get notices of cancelation because they never finished doing their job. On many occasions Ive been charged late/cancellation fees due to their incompetence. *** spent several hours talking with Progressive to solve my issues when Goosehead is supposed to be the ones doing all the work. My agent always seems to be changing without my ************** never told about any changes being made.
Business response
05/14/2024
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
05/11/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I briefly changed my agent of record to Goosehead. I was not satisfied and changed my agent back to longtime agent Monarch. Goosehead has repeatedly changed my agent of record back to them, without authorization or signature. I have sent numerous emails to address this issue and they continue to repeat this unethical behavior. ******* continues to have to change AOR back them.,I am seeking assistance to resolve this problem and make sure they do continue to alter my insurance in any way. This is fraud.
Business response
05/15/2024
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
05/15/2024
I have reviewed the business response and accept this resolution.

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ComplaintsforGoosehead Insurance Agency, LLC

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