Matt's initial knowledge and easygoing communication style ultimately proved to be one of…read moredisinterest, and a lack of care regarding the administration of my, now canceled, account. Treating matters as a "my problem" versus a how can I help (as your Farmers Agent) resolve the matter and follow through on "the problem" proved to be his pivot.
His and his office's unwillingness to aid in the resolution, even of a former client, speaks to his seemed lack of professional integrity and while this may be a harsh criticism/accusation, he's chosen to let Farmers Corporate remedy with the matter and not to communicate with me.
Synopsis of the rest of the story:
Matt is knowledgeable and gained my business (auto, home, and rental properties) for the better part of 4 plus years--during which I absorbed annual rate increases, despite any claims on my part. Annually, at policy renewal time, we'd have a conversation regarding the rate increases and some of the peculiarities of the Farmers automated portal. I accepted his feedback and renewed my policies appreciating the "promoted personal agent experience."
After running the numbers, yet again, I found Farmers to be less competitive than multiple other carriers and asked Matt for a policy review. While disappointed with his response of "show me the other quotes," I acquiesced. Matt offered no rebuttal other than this is what the industry does, extend "teaser quotes" to secure business. After which, they would raise their rates at the next available renewal offer. I believed this to be a parochial and anticipated response and decided to move to one of the other carriers.
I communicated this to Matt both verbally and in writing, it was a cordial exchange. I received verbal and written confirmation from Matt that the cancelation transaction was completed, and the account would reconcile in approximately 7-14 days.
Two months later, I started to receive Farmers auto renewal notices approaching. I reached out to Matt regarding the matter, and he indicted he'd need the cancelation correspondence to authenticate the transaction and halt the auto renewal process. After an email exchange with both he and a Mrs. Angelica Sanchez, he indicated the matter would be resolved as soon as possible. The policy auto renewed, and my CC was charged.
Upon calling and emailing Matt's office, I was unable to get in contact with him directly and was diverted to, what I anticipate being, a Farmers Corporate Representative. The Corporate Representative received my information, the history (email threads), and my account of the matter and stated that the matter is/would be resolved in approximately 7-14 days.
While I wait final resolution the approximate 7-14 days, I remain disappointed in Matt.
