Complaints

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Caled Farmers Friday 8/2 to make payment with ******* to get my new Bristol West auto insurance policy active. ******* was sick, spoke with man named *****. ***** took my payment for my new auto policy in amount of $137.78 and a second transaction for renter insurance in the amount of $18.87. ***** then instructed me to hand write on a sheet of paper my name date and time and for the letter to say please cancel my my Farmers insurance policy effective immediately and send a photo text of that letter to him at ************ which I did exactly as I was told. He told me that he would cancel my policy as soon as I sent that photo with the note of cancellation. I did this within minutes of concluding my phone call with him. 8/5/24 I wake up to a ***** ***** alert that my account has been overdrawn because of a charge in the amount of $194.66 from farmers insurance. I called Farmers immediately after they opened. And I was told by ******* that the charge had been cancelled and that money would be returned to me within 3 business days. 8/9/24 nothing has been resolved and that charge is still showing as pending in my account. I called ***** back this morning and got the run around and a bunch of excuses about why he couldn’t immediately refund my money OR cut me a check from their office for $194.66. I also learned after speaking with him that IN FACT THEY DID NOT CANCEL MY AUTO POLICY UNTIL AUGUST 7th and he now tells me that from that point it will be 3-5 business days before I see a refund. He also told me that farmers had cancelled my policy and a refund check of about $35 was mailed (which I have not received). If you can mail a check out for $35, why in the hell can’t you reverse a charge or issue an immediate refund in the form of a check?! This whole situation has caused unnecessary hassle, (I was asked to send in proof 2 different times), and financial stress as I live from paycheck to paycheck.

  Business response

  08/16/2024

  I can 100% respect and understand why *** **** is upset. We changed carriers for his auto insurance and the Agent that helped him didn't finish the process by canceling the prior policy. By the time I found out it wasn't done, *** **** already had funds taken out. Unfortunately, I am unable to just refund someone their money. I am not the "holder" of the funds, when we set up billing, it's set up online with each carrier. In essence, my hands were tied and I was at the mercy of the carrier to refund the funds back to him. I also understand that we take the money out right away but it takes several days for the funds to be refunded back. I also have been in similar situations and agree that it is a major flaw in the system. I have send *** **** an apology note as well as a few small gift cards as an apology, although, I know it's a minor exchange for a major issue. I have also called *** **** and I did leave a voicemail. I also believe he has received his refund but until confirmation from him, I'm not entirely sure. I understand, as a small business owner, the concerns and complaints of my clients take 100% priority and clear problem resolution and am saddened when I am unable to fix an issue right away. I do hope that *** **** continue his business relationship with us and know that this error is a 1 time occurrence, I pride myself and my employees with top-notch customer service and this wasn't it and wasn't initially provided when we did the carrier change.

  Customer response

  08/21/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  I did receive a credit in my checking account on 8/14 for $194.66. I wasn’t able to take ******** phone call as I was working but I did listen to her voicemail and I appreciate her concern regarding this situation.

   

  i also received her little note and gift cards on Monday 8/19. While that was not necessary I do appreciate her care and concern. 
  

  I will continue to do business with her. I cannot say enough about how kind her and ******* has been to get everything together and back in order. 
  Regards,
  
  ****** ****

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