I'm beyond disappointed with this agency. My wife has insurance through a State Farm agency, so…read morewhen I got fed up with GEICO, she suggested I apply with State Farm. I did so on November 15 through their website, looking to get a better rate.
Sure enough, I did get a quote, and some expectations set that I would be receiving a call from this particular agency with possible follow up questions. I got a call from a woman (Sharon?) who asked a handful of questions and answered a couple of mine. She told me I'd receive my insurance cards in the mail, she'd email me a temporary card in the meantime, and she'd get back to me within an hour with an update to see if linking the policy to my wife's would reduce my rate further.
I never got the email. I never got my log in credentials for online access, but I was able to get that squared away through their email verification system. Two weeks later, I never even got the hard copy in the mail. I called back but the office closes at 5:00pm and I keep missing them because no one answers the phone after about 4:45pm.
After FOUR weeks, I finally get in touch with someone. The guy tells me that the lady I talked to is no longer with the agency, but couldn't explain to me why no one bothered to follow up with a brand new customer she'd been in touch with the day that she left the agency.
He couldn't get my ID cards for me, so he transferred me to another lady. This one had the audacity to tell me that I was the one who did something wrong because I provided "inaccurate" information on my application. When I asked what was "inaccurate," I was told that I marked married but didn't provide any information for my wife.
Not sure how I was supposed to provide information that I WASN'T ASKED FOR, but this idiot had the customer service failing to tell a still-new customer who was already upset with State Farm that the customer was the one who made a mistake when the agency has already made FOUR errors and has yet to apologize or resolve any of them. For all the "I can understand your frustration" quotes I keep hearing, they haven't done a thing to get me squared away.
I had to call my wife to get her driver's license number, and of course when I called back (at about 4:58pm) they were already done for the day and I had to leave a message. Why they even need my wife's driver's license number when they already have her as a customer is beyond me, but apparently none of their systems interact with each other and my wife is housed at another agency in Houston and they can't access other State Farm clients, even though they can pull up the vehicle she has covered?
I got a call back from Megan the following morning, who asked me the exact same questions I'd already answered three times to the first lady, the guy, and the second lady I'd talked to. Apparently these people do not know how to input anything into a computer and hit a save button.
She also told me that they'd need a copy of my defensive driving certificate. That's not so much an issue since I expected it, but the first lady I'd talked to had explicitly told me that they could look it up in a state database and that I DIDN'T need to provide it.
It's been four weeks since I applied and made my payment. Despite six phone calls and repeated verbal assurances that I have an active policy, they have yet to send me a single document in the mail. I've been given a temporary card showing 12/12 as an effective date of coverage (28 days after my application/payment), but I have yet to receive an insurance card showing coverage dating back to the date they charged my credit card, and I'm being told things are still being underwritten.
The customer service at this particular agency is beyond lacking. Assuming everything comes back promptly, I'd be saving over $200 over six months by switching to State Farm. That said, I may not have the chance to go through with it, because I only have 30 days to cancel back to my application date and these people don't seem capable of getting anything done with any kind of speed.
