Wow. This insurance company has shockingly abysmal customer service. I have a policy through progressive in which capital insurance service writes on the behalf of for Nevada residents. Progressive sent me a request for documents that I had already provided weeks ago to Capital. I emailed capital asking why i had to fill out the same documents twice. Not only did they not answer my questions that I had repeatedly asked, but they were extremely rude in their correspondence. I'm usually a calm and understanding person as I understand that customer service is a tough gig, but after multiple emails with my questions unanswered and the second attempt of asking who the manager was, I decided to call in. The manager refused to speak to me and the employee, Lupita, was so incredibly rude on the phone. She proceeded to cut me off and tell me it "was just how progressive worked" and that I had to send the documents in twice, which made no sense. I called progressive to tell them that A. I refuse to work with Capital Insurance Service and to B. see if they really needed the same documents twice. Progressive advised that Capital had never sent in my signed documents. This company is terrible. Accidents happen with paperwork, but the absolute nastiness of their correspondence on phone and email, as well as their unwillingness to help has urged me to warn others that this company frankly sucks. I have never experienced such blatant lack of professionalism and courtesy with a company before. Capital, take a look at your Yelp reviews.... Obviously, you need to clean house. I'm surprised you're still in business with all this lip service yet no change in negative feedback. To all consumers that have had a bad experience, I suggest posting reviews on their BBB page as well. read more

Capital Insurance Service - This was after asking the same questions over and over again without getting any answers and only rude vague "because progressive said so" - Insurance Near Me - Reno, Nevada

These people are absolutely horrible and I have reported them to Progressive Insurance where I have a million Dollar commercial vehicle policy. The young woman answering the phone sounded like a you're irresponsible juvenile. I asked to speak with a senior agent and she said she was an agent. Basically this is their screening process. I explained the details of my particular insurance needs for over eight minutes and she could not answer my question. Then she said she was going to transfer me to the office manager and before I could say a word she did that. I spoke with the office manager who was obviously incompetent, I had to repeat everything I said and when I asked her a few key questions she had no clue of what I was talking about regarding OEM parts if a collision occurred and parts have to be replaced on my mint condition vehicle. I politely told her that I was a bit surprised that the office manager did not understand my question and she immediately said, we cannot help you, you need to go elsewhere, I'm going to terminate the call and she rudely hung up. They will be hearing from progressiveand progressive will be investigating them. These people are rude, incompetent and have no interpersonal communication skills. CR read more

This level of ineptitude takes dedication. First and foremost the rates started off pretty cheap. But they have ballooned by over 30% since July! I can't count how many times I asked them to change my address (it literally took YEARS!) I eventually logged on to the account with Progressive and changed it myself (they set this up and I wasn't provided a log in.) Now my wife was recently in an accident and this is the ONE time in over 3 years that I have needed them and its been a week... My wife has been unable to get her vehicle repaired. I have tried calling customer service " there is no one to take your call right now, please leave a message" I don't even know what backroom answering machine is taking my call. I would not only avoid this place but I would also recommend staying away from Progressive altogether. read more

Inadequacy at it's best!! I called to file a claim on 12/20 (report an accident) and from the start instead of taking my report and filing the claim they advised that the claim could be filed online, I opted for the person I called to file the claim for me. I gave them details of the accident and other party's information such as Drivers License and insurance. The rep advised me that an adjuster would contact me and someone would come to my house to assess the damage and set me for repairs. 46hrs passed and it was the 22nd when I called them again to find out why I hadn't been contacted. When I informed them of my frustration for the lack of communication the lady who answered the phone (maybe a Jenny?) showed horrendous customer service by being condescending as if I was out of character for wanting efficiency and progress on my claim, extremely rude and inadequate. She gave me the adjusters information. I called the adjuster I got VM and left her my contact information. I called this place back and informed them that I had left a vm they told me that the adjuster had placed a call and was unable to get a hold of me ( I never received a call ) so they verified my number and they had it wrong. Fast forward to today 12/29 Still not a call from ANYONE. So I call my adjuster and I tell her that I'm displeased with her lack of communication, she then told me she called me on 12/23 and while I was trying to explain things to her she started talking over me and was extremely rude and unprofessional. I told her she should have a supervisor contact me because I sure as hell was not going to allow her to help me!! (By this time im really Irate! ) I called this place back a couple more times each time getting 2 different extremely rude females. The third time I called I got a man this time I wrote down his name ( Andy Durca/Durcas) and told him how displeased I was and proceeded to explain that I was extremely upset in how this establishment and progressive have been handling this situation very rudely he interrupts me as if he's not interested in hearing me out placed me on hold to transfer me to a supervisor while he does that I comment on how stupid these people are and before he transfers me he says to me: Same to you!!!! Wow!?? I wasn't offended at all I'm just mind blown at the level of or lack of professionalism of these people!!! This is how you treat a paying client!?? Andrew Durcas FUCK YOU!! I hope you get fired and needless to say I will be transferring to Geico or Allstate. Geico is the other party's insurance which my insurance company failed to contact to submit a claim, as soon as this got done I received IMMEDIATE response from Geico and their reps were pleasant and above all PROFESSIONAL they treated me and acted as if they loved their job and it wasn't an inconvenience for them to help with this claim! read more

Beware of this place all in all they do have affordable insurance that I would have to give them. However many insurance companies throughout the city have really affordable insurance with far better customer service. There customer service is horrible they pretty much treat you like just a number. And alot of the insurance companies they go through have very inconvenient customer service like they will transfer you multiple times without accomplishing anything. I could go on and on but I won't. Please stay away at all costs though read more

Stephanie Navarro is very helpful and friendly. Sign up was a breeze and took no time at all. And the prices are great too!

This place is a disgusting excuse for an insurance place. First of all the girl Stephanie originally set me up with the policy, she was very friendly when she knew I was going to write a policy with her. She quoted me a price which was reasonable considering my car is a 2015 so I went ahead and signed the policy. It took about an hour to do so. She sent me papers to sign via email which didn't work so my bf had to go get them, bring them to me at work and then bring them back to her. She wasn't very friendly to him when he did. Then I get an email back with an even higher monthly premium then she originally told me. I let it slide since it was only a $25 difference. I also signed up with her for auto pay as well as paperless billing. So a few weeks passed and I received a paper bill for $75 higher than my original quote. When I called to complain she told me she would re-quote me for something lower, she put me on hold for about 2 minutes while she did so. In my opinion it should take longer to find another deal so I don't feel as though she did it she only said it to try to satisfy my anger. Then comes back and said because of a ticket I didn't disclose to her there's nothing lower and that I'm stuck paying that much. She got my whole dmv report the date of the original policy set up and got all the tickets or accidents in it and told me them that day so I know for a fact she's just making an excuse. Then today I called to ask for help canceling it so she transferred me right away to the insurance company itself rather than helping me fix the problem. When I spoke with Progressive they told me there's fees that were never disclosed to me and referred me to the agent who wrote the policy to get the fees removed since that was not my fault. When I called Stephanie back once she knew it was me she was very rude and told me she wouldn't do anything to help me and if I don't pay the fees then I'll just end up in collections. Then had the audacity to ask me if I originally asked her if there were cancelation fees because I was going to cancel in the 1st month. How could I know she would screw me over and I would get over charged and get no assistance and feel the need to cancel in the first month? She started to accuse me if being in a rush the day she wrote the policy which is a lie and then said it's my own fault for not telling her I would cancel so soon. She is extremely rude and her customer service is appalling and disgusting. I'm so angry at how poorly her attitude was projected. When I asked for her bosses info to complain site proceeded to state she's the boss and I can only complain to progressive. Unless she owns it then she's lying and I don't believe someone who is trying to run their own business would be so rude to their own clients. She lied across the board. PLEASE STAY AWAY FROM THIS SORRY EXCUSE OF A BUSINESS. THEY ARE CROOKS WITH SHITTY ATTITUDES AND ARE VERY DISRESPECTFUL. I ALREADY FOUND A MUCH BETTER DEAL THROUGH AUTO INSURANCE AMERICA AND ALREADY THEIR CUSTOMER SERVICE PUTS STEPHANIE TO SHAME. CAPITAL SHOULD BE CLOSED AND STEPHANIE SHOULD NO LONGER BE ALLOWED TO SELL INSURANCE. SHE IS A DISGRACE TO THE INSURANCE WORLD. I'll be contacting the insurance board to make a complaint as well as to the owner of the company. FOR YOUR OWN SAKE. .....GO SOMEWHERE ELSE! read more

Capital Insurance Service - LET'S NOT GIVE HER A PAYCHECK.....STAY AWAY! DISGUSTING ATTITUDE - Insurance Near Me - Reno, Nevada

Got a great home owner's insurance policy. The gal who helped me was very polite and got all my information down. I got a policy in about an hour. Very satisfied with their service. read more

I am addressing this review to corporate. Today 11/18/16 my brother decided to go into the office to make his payment to renew his insurance. He did not have the complete amount available and was asked to pay in full. He drove to a 711 to make another money order! When he returned he was addressed by the office manager Stephanie who told him she will no longer be taking his payments and to not show up at the office anymore! If he needed to deal with anything regarding insurance he had to call them directly! You want to know why?!? According to her Because I had posted a bad review on google some time ago regarding the poor customer service and Misinformation my family or I had received in this recent past. When you go through the same incident twice where you lose a customers payment and then advise them they didn't pay because you can't find it then call and state you found it and all you can say is I'm sorry you cannot expect a customer not be aggravated! I am sorry but if one thing I know is that a review should never be a reason to hold anything against a customer! If someone shares the experience they've had with any company it should serve as a way to see where the company can improve. In this case it was being careful when receiving payments and giving proper information! Dear Stephanie learn not to take reviews to heart nor take it out on other people's family members.Dear corporate I can gladly tell you that we are more than happy to stay away from doing business with your capital insurance office! My father never had an issue with you guys since he started business with you back in 2006 that's 10 yrs ago when you had an amazing staff! Unfortunately we cannot say the same now. I for example stopped doing business after my insurance expired with you guys and have been handling directly through the provider whereas my family decided to keep you but not anymore! I wish this company much success and may you not keep losing more people. People stay away from doing any negative reviews otherwise it'll be a ticket to the bad side of the office manager! People really do stay away from doing any business here! read more