Complaints

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***************************** puts "where's ***** to shame with the way you can NEVER find/get a hold of her!For YEARS it's been the same issue, she does not return calls, it's not like we call all the time, however because she hardly if ever returns a phone call it seems that way. She's all about HER bottom line! That's it. If any help is needed I/we usually call Liberty Mutual, we do multiple three-way calls on different dates and request that the agents take notes just so they can get a first hand experience and understanding of what it's like dealing with her they take pitty on us and in return they help!My mother shouldn't have to ask me to call her over and over again because she can't get a hold of ******! I shouldn't have to randomly shop around for with other companies because I'm frustrated with unanswered questions nor call back. As recently as the summer of 2023 I've tried to change my policy, by luck, she actually returned my calls about a week later, I told her I wanted to upgrade my policy but she never updated me on any changes. My guess is she was probably making room on her voicemail and made empty promises to end the call.Lazy is not the word I would use to describe ***************************** work performance, She's doesn't care about the person behind the policy. But she'll definitely contact you in regards to money! so we see where her priorities lie. Dealing with ****** is not for the weak!!! At one point she even had my parents arguing/fighting because she told them different information about the same thing. I had to intervene by calling LIBERTY MUTUAL for the facts! Then she retaliated by trying to convince my parents to take me off the family policy! My dad wasn't having it! And had some colorful words for her. My mother had to warn her not to come between THIS dad and his daughter (may he RIP) She was supposed to apologize but we should know by now how her phone works. She needs to be investigated because there's no way this is ethical.

  Business response

  03/08/2024

  ******'s most recent calls to the agency were made at 11:32 and 11:34 pm as detailed by the attached call ledger.   These contacts are outside of our normal business hours that are clearly detailed on the website as 9:30 to 4pm Monday through Friday.   There are several options for communication available to clients outside of business hours such as email, the voicemail service (which advises clients of a 24 hour turnaround on messages, or contacting their carrier directly as she stated she has done on several other occasions.  All policy changes are required by state law to be made through the Named Insured on the policy, any communication offered to ******, as a listed driver, is at a courtesy, not a requirement.

  We do understand agent/ client relationships are important and we try our best to provide stellar customer service to all clients.  However, we do understand individual preferences when choosing an agent to work with.  As we are a smaller agency, and therefore not always available at immediate request, there are several options available to ******.  

  1) we can separate her and her vehicle from the current policy and have it transfer to another Safeco agent she would be more comfortable working with

  2) We can move the entire policy from A Better Choice Insurance Agency and have it serviced by Safeco directly

  3) The policy can be moved to an alternate carrier such as GEICO that would provide her with the 24 hours service and communication she is looking for.

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