Albert was super kind and helpful. Best State Farm agent we've come across! Very detailed explanations and pleasant experience!

Albert Cortez! Excelente Ayuda, Muy Amable y Buen servicio ................................................... ....................... read more

Albert was very helpful. Felt like he went above and beyond to help me out with all my questions. Would definitely recommend.

Very useful, helpful, need insurance come on ahead to State Farm and get your quotes! No hesitations and quick to answer any questions.Thank you to Gladys Borja. read more

More receptive since my first draft. Still a little sore about Fernando and how unclear on the process he was in order to get someone out to inspect our damaged property. I had no idea we would have to cover so much of the costs incurred over asbestos abatement. Nor was I thinking it would be required to be completed before any of the "good hands" folks could come out to inspect it. Very nerve racking spend tens of thousands of dollars when you're not certain it will be covered. Oscar Reyes recently took over the investigation and so far he has been very clear on the issues at hand. He hasn't beat around the bush at all about his stance on State Farm possibly not covering the costs. But he's been very clear on the individual steps required before we move forward. Brutal honesty, but that's better than being given the runaround. Hope we can eventually get this repaired and move forward with our regularly scheduled lives. I'll keep this saga updated regularly read more

We've had State Farm for our homeowners insurance since 2001. Recently our homeowners insurance annual premium increased quite a bit. We called and spoke to Zenaida. She explained the reason for the increase and was able to suggest a few ways to reduce the premium. I was also looking for a new auto insurance carrier and Zenaida suggested we "bundle" our home and auto. By doing this we were able to save a significant amount of money. We tried to shop around for other companies who would write homeowners insurance, but were not able to find any writing in California let alone in fire areas like where we live. I would highly recommend Gladys Borja Insurance in Sylmar and her Office Manager Zenaida for your insurance needs. read more

Very unprofessional business DO NOT RECOMMEND THEM . Never answer the phones when you go in person they don't help you and the personnel very rude. You ask for the manager and she is worse. DEFINITELY DONT RECOMMEND!!!! read more

Thank you for the great customer service!! It's been such a pleasure talking with someone who is knowledgeable and friendly.

The Gladys Borja and team helped me get my insurance situation situated with my new vehicle and were very professional and well informed on any questions I had. I really appreciate the help I received from this team. read more

"Finally! I found an insurance agent who is prompt, knowledgeable, efficient, and friendly, always finding me the best deal. I look forward to a long relationship with them. Thanks for everything Gladys and team !! read more

I will be closing my account with State Farm, due to the worst customer service provided from Jay Gomez (2017). I have been with State Farm since 2007 and have been a loyal customer for 10 years. It may be expensive, but I figure that I am paying for quality. During the course of my business with State Farm in Sylmar, I have conducted business with Gladys B. herself, Enrique B. (2007), Jackie B. (2010), Juliana B. (2012), Janett C. (2012), John B. (2012) Ernie A. (2013), Allan M. (2014), Susie R. (2015), Zenaida G. (2016) and Jesus S. There are probably many more names that I have left out, but all the above have provided me with excellent customer service and insurance guidance. I felt like I needed to mention this because I did not want the "one bad apple" (Jay Gomez) to effect the rest of the State Farm team. My one star represents my rating towards Jay Gomez. Jay has assisted me on various occasions since 2016. When I try to request for someone else, he indicates that they are unavailable. I would recommend getting the email of the agent you wish to work with and email or contact them directly. When it comes to payments, Jay can be a bit forceful requesting to take credit card info over the phone. Regardless of the countless times that I have mentioned that I feel more secure making my payments online. Jay can also be aggressive in regards to telling you what type of plan you should get or have. I observed this when I was attempting to make a change to my auto insurance coverage deductible options. Rather than providing me with the best options for my needs, Jay told me what he would get. We are not all "one size fits all" it presumptuous to attempt to conform us into a cookie-cutter classification. Jay speaks very fast make sure you takes notes because what he tells you on one occasion will be something different on another occasion. All I can say is to keep notes! Where I draw the line is when this young lad (Jay Gomez) attempts to tell me in such a passive aggressive manner that I need to be responsible to pay bills on time. Unfortunately, life happens sometimes we make mistakes, we may overlook something, or family emergencies occur. It's not his place to make such a comment to me. His job is to provide me with customer service not counseling. I assure you not even a counselor with a PhD would communicate in such a manner. His job is to figure out he can provide me with service and his job is to assist me with rectifying the situation that has occurred. Also, Jay please don't pick up the phone if you have no intension of helping the person on the other end of the line. It may 10 minutes to closing, but the worst thing you can do it push your customer off until Monday, because all you have done it given me the opportunity to seek business elsewhere. The FACT that you even verbally encouraged me to seek elsewhere is astonishing and something your superior should be aware of. A recent survey took a close look at what the repercussions are of poor customer service experience. While 52 percent of disgruntled customers spout off to family and friends, an even more astounding 32 percent altogether will stop doing business with the company that provided a lousy customer experience. When customers take to social media to air their outrage, more than 60 percent of consumers are influenced by these detrimental comments. Bad customer service is more expensive than you think. Companies who want to be in business for the long haul will have to be serious about eliminating bad customer service read more

I recently purchased a car and home. Fernando Maldonado was the agent who helped me from this officer. Fernando was very helpful and knowledgeable when it came to coverage. I'm really glad and happy with the decision of going with State Farm insurance for my vehicles and home. read more

Was a client for 10 years and I would "not" recommend. Very bad service. Gladys appears to be semi retired and comes into the office sporadically and leave most of the day to day work to her employees. Unfortunately her employees are very badly trained and appear to work on the assumption that the clients will not notice their mistakes. They semi apologize but rarely admit their is a mistake. I believe they prefer to deal with low income families that have less time to complain about problems and hope you just give up trying to fix them. They also do not explain much just lump you in with the excuse that "everyone has it that way." Even when you ask a question for clarification they rarely know the answer and often have to put you on hold to look it up. Even the most basic question they don't appear to know the answer. I got tired of make excuses every time they made a mistake by saying they are just human and it was only a small mistake. Unfortunately, the mistakes just got bigger with time. After ten years got to the point I didn't want to keep wasting my time pointing out their mistakes and waiting for them to fix them. Eventually they did not fix them all and I took my business elsewhere . I recommend everyone else due the same. Started in January of 2010 left in June of 2020. read more

I was referred to this place by a good friend of mine and from the start to the end I was impressed with their professionalism and felt like they were getting me the best rates possible. They're quick to help over the phone when you have questions and I'm definitely recommending them to anyone that I know. read more

Worst experience of my life! Ana Maria Sosa clearly doesn't know what she is doing. My policy was canceled without my knowledge! for two weeks I wasn't covered because of her mistake. if you do rideshare please do not even think of switching to State Farm. Especially not this office, they will mess you up. When I called today to cancel my policy they wanted to charge me for two months even though I was current. I canceled my policy, worst broker I have ever dealt with. Be forewarned people they do not know what they are doing here. Go look elsewhere! read more

We have several rental properties as well as our primary residence in Burbank. Initially, years ago, three of these were insured by State Farm. However, some 12 years ago or so Gladys informed us that State Farm would not insure two of the houses we had in Burbank for whatever reason. This was never made clear to us but we accepted the fact. One of the houses in Burbank was in the midst of a refinance and the servicing company that was handling the refinance asked us to get insurance through Geico as they worked with them on all clients. We did so and the house was and has been insured through them ever since. (The third house located in Toluca Woods is insured by State Farm and [miraculously] not affected in this issue) Gladys did tell us that our primary residence could be insured by a company that we had never heard of before that her husband Jorge represented (apparently he cannot write insurance for State Farm). We accepted because we were caught off guard and we kept this insurance until March 2021 when we were informed ONE WEEK before the policy was due to expire that that insurance would not write a new policy for the upcoming year. We immediately contacted Gladys's office and we were put in touch with one of their "specialists", a Fernando Maldonavo. He informed me that State Farm could write the insurance for the house. In order to make sure that our coverage equaled or exceeded our existing coverage with Pacific Specialty I sent him scans of our present policy along with all of the property information. Since the insurance was paid out of my mortgage impounds it was important to get this written right away as the mortgage company was going to take the payment from our Impound Account. Fernando would not call me to let me know where we were at with the insurance so I had to repeatedly call him for updates as to the progress of getting covered. After what seemed weeks I got the response from him that the insurance for the house had been written. I asked him for a copy of the Declarations Page as well as a copy of the policy. He informed me that he could not send me a copy of the policy for whatever reason. I asked for an electronic copy that he eventually sent me after calling him repeatedly over the space of some 10 days. When we finally got the Declarations Page we got the shock of our lives when we noticed that the policy had been written FOR THE WRONG HOUSE!! The policy had been written for the house that was insured by Geico. When I called Fernando to ask him how he could get the wrong house his answer was "well, that was the house that I found first in your file". I asked him if he hadn't read the address of the house in the documents that I had sent him and his demeanor was that "it wasn't a big deal". In the meantime three things happened: 1, My primary residence, the house that required the insurance, was suddenly WITHOUT insurance; 2, The mortgage company went ahead and paid for the State Farm insurance from my Impound Account; and 3, Geico cancelled the insurance on the house that I had with them for the past 12 years. In the meantime, my mortgage company on my primary house bought and initiated their forced insurance and notified me that I had a breach of contract with them because I had let the insurance lapse on the house. I was frantic on the phone with Fernando (he almost NEVER called, I had to hound him constantly. Many times the girl that answered the phone would tell me that he was to busy to talk to me), finally after hours on the phone with Fernando and State Farm my primary house was insured. However, I had to TEXT Fernando all of the lien information that was needed on the Declarations Page in order to satisfy the mortgage company. But the nightmare did not end there. The putting of State Farm insurance on my other rental house was a mistake, Geico made me buy a totally new insurance policy for the house. Since my 12 years of credits were wiped out the insurance that I had to buy was a little more than twice what I had been paying before and does not include many of the perks that I had before because I had never had any claims with them on that house. Since my impounds were deficient my mortgage tacked on an additional $174.00 per month that will barely cover the new rate for that house. Meanwhile, the mortgage company on my primary residence made me pay for the forced insurance they tacked on to the house even though the period of some 35 days should have been covered by the State Farm insurance had it been written correctly the first time around. When I called Fernando to get some help from them over this his only answer was that once this "blew over" I should come in and talk to him about life insurance!! Now I have received notification from my mortgage bank that I have to provide them Proof of Insurance for the period of March 14, 2021 thru April 16, 2021 or else they will consider that I have breached my mortgage contract with them. read more

I am very pleased with the service I have received from Gladys Borja and her team. Ana Maria is extremely courteous, and has great follow up, and made my experience adding more coverage very easy and convenient. I recommend this team to anyone looking for insurance as you will be in great hands! read more

Thank you Jay!! Great service walked in looking for an auto quote and was really pleased with Jays service he helped me even getting a auto loan at a reasonable rate! Will recommend Gladys Borjas office and Jay to anyone thats looking for great service and extremely patience to explain all coverages and all products they offer. Thank you once again!!! read more

I didn't want to do this but after the horrible service. Of ONE Employee that I told I would be no longer needing their services. Gave me an attitude and try to cut my insurance. Right there and then not knowing if I even had another Insurance yet. Raised the price on my monthly statement a year prior. Because they were not hitting quota. Worse Insurance I ever had. read more

Walked in greeted by Jay best explanatory of my coverages on my insurance needs. After he offer to submit an auto loan to reduce or help my yearly rate on my auto loan. I was aware that it would impact my credit score but had enough trust and confidence on him by his explanation on State Farm bank I decided to submit app thanks to JAY and Gladys Borjas office I got my car insured and monthly payment reduced. Thank you JAY!!!!! read more

Worst customer service I have witnessed (Jay Gomez) is very rude so unprofessional and puts a bad name to this agency. He was forcing me to get a plan I didn't want nor need. If I didn't understand what he was saying I would ask to please explain himself and he would give a very ugly attitude. I was looking forward to start my insurance as a new driver but he made this whole experience so ugly & uncomfortable. I wonder if Gladys lets all of her agents talk to her customers in such an unprofessional manner. If he doesn't like his job it's no one's fault but his, I will not recommend anyone to go to him for any services. I honestly don't know where he gets all these good reviews from. read more

Gladys and her team helped me understand the importance of proper insurance protection. They are exceptionally professional and knowledgable. I'd highly recommend them. read more

I had a great experience with Gladys and her team at state farm. They had great customer service and i was able to quickly and easily get a hold of them over the phone with any questions I had and was actually able to handle everything without having to even to come in. This was wonderful with the busy lifestyle I have. Will reccomend this team to family and friends. read more

Jay excellent he help me with my car insurance, he is great help. I am extremely happy with his costumer service.

Love my insurance agent, she is amazing and this office really has it together..I couldn't be happier with there service...

I currently run a small business (photo booth) so I had to get business insurance (the right thing to do). Gladys was the person that assisted me with all the proper paperwork and detailed information. This was a year ago. Throughout the year I been requesting "day of insurance" for detailed vendors. Zenaida, has been on top of it. Her response and execution have been very prompted I appreciate her quickness and her response time. Thank you Gladys and Zenaida for helping me out and helping me accomplish my mission. read more

I love coming to statefarm, Jay Gomez always takes care of me and my family!! He makes it do easy, stress free, and comfortable to work with him. This man is the best!!! read more

Very helpful agency! The claim services that are provided are way faster than dealerships. I chose to finance my car with State Farm and it has been a great decision! I highly recommend this agency. They help out a lot. It can get busy at times because of the amount of customers they have, but once you put your business with them, you can understand why they have a lot of customers. Each and every single member of the agency is kind and knowledgeable. Highly recommend ! read more

Bad customer service! My agent, or rep helping me was Araceli Sandoval and Liz Ross, both don't know how to breakdown a monthly statement and both lack professionalism. I waited two weeks for a lazy response to a simple question. As they didn't do their due diligence with research, and because I continued to demand a response, Araceli referred me to Gladys Borja...for a question on a montly statement. This Sylmar office is not an accurate representation of the company motto: Like a good neighbor, State Farm is there. This is a summary of their service: * Liz provided a breakdown the company provided her without fully understanding the material herself (read her emails, she doesn't fully understand). * She did not take my question into consideration because I still have the same question from two weeks ago. * There was no follow-up from 10/15 to 10/21, when I reached out to her again. * I didn't even receive a courtesy response from my email on 10/21. * You (Araceli Sandoval) reached out to me today with the same information I knew on 10/13 and referring me to a breakdown that Liz, you and I don't understand. I'll be moving my business soon. read more

Horrible customer service. The man answering the phones tells you that agents are too busy to take your call and had no phone etiquette. They lie to you and manipulate you into saying yes for more protection and life insurance. after an hour of telling Araceli no on life insurance she wouldn't let me leave until I said yes. I had my 9 month old baby with me and she say how cranky he was and didn't care until I said yes on the life insurance. Then she lied to me about saving me money and was charged $400 for insurance when it should have been $300. When I called to complain about the extra charge, she said " I will give you $50 out of my pocket so you can pay another bill, I'mNot suppose to do that but I will" just so I can shut up. Overall horrible place, find another agent, not worth the headache and betrayal they will give you. And by the way Gladys Borja is never in her office and you can never speak to her. I've only seen her once with her dog that she allows to wonder the place not knowing or caring if her customers are allergic. The worst. #myopinion read more

Had a claim when someone broke into my vehicle and stole my phone, purse, and wallet. Have been with State Farm for 12 years and never filed a claim before this. Was told, nope, you have to pay a $2000 deductable and you lose your no claim discount, of upwards of 20%. Are you kidding me! The other person in the vehicle, who had renter's insurance, for only a year, got 80% of her stolen items paid for, no questions asked. With a $250 deductable. So you do the MATH: State Farm = 12 years X $2000 deductable -20% discount = ZERO. Rinky Dink insurance = 1 year X $250 deductable - 0% = 80% recovery. Not a brain buster there. I feel like I got robbed twice, first by the criminal and second by State Farm. read more

i am extremely pleased to have chosen state farm as my insurance carrier state farm representatives at gladys borjas office are exceptionally informative. representative jay gomez delivers valuable customer service. he is quick to inform me of any sudden changes in my insurance policy, and helped me attain 2 vehicle loans, 1 checking account and state farm credit card at reasonable interest rate. i can definitely rely on jay and state farm. read more

Gladys' office is awesome!! They're polite and friendly. The moment I walked in I was greeted and was offered coffee and water. They really want to help their clients understand insurance. I recommend her office. read more

I left AAA and now have state farm with Gladys, love this place they are so friendly!