over 1 year ago
Poor customer service. I requested a re-examination of my policies to ensure I was getting the best rates. The first time I requested the re-examination I never received a response. Months later, I mentioned in their annual survey they did not follow up with my request and they responded by telling me they would do it "next year." I wondered why I should wait until "next year", but I did. The following year, still no follow-up. I decided to take my business elsewhere. I've never seen so many 5 star ratings. Why? I'm guessing they ask their customers to rate them high. Ask for a re-evaluation of your account and see if you want to give 5 stars.
Stephen Gebhardt's reply seems to suggest his agency recommended there not be a policy review when he wrote, "The only time we would recommend waiting a certain time period would be if a violation or accident needed to age out, meaning become older than say 3-5 years." His agency never a recommended I wait since I have not had an accident or violation for well over 5 years. Mr. Gebhardt went on to write, "Even then, we would be happy to still complete a full review. Possibly there was a disconnect between us and I apologize for that." Not "perhaps", there was a disconnect because I requested reviews and I never received one. After my post, Mr. Gebhardt acknowledged in a text message that his agency failed to adequately follow-up to my request for a review. Mr. Gebhardt's reply confirms I made a good decision to move my business.