Complaints

• Initial Complaint

  01/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have received approx ten phone calls a day for the last few weeks from numbers spoofed from my area code and seem to be automated calls that have scam written all over them. My phone now shows the source caller being Smart Financial. I have in the past agreed to terms allowing calls after requesting insurance quotes, but this is rediculous. Request to be placed on a Do Not Call list.

  Business response

  01/17/2023

  Dear ******* - We are sorry to hear about your experience. We have put your number on our internal do-not-call list, but you may still get calls from other websites that you entered your information.  We only give your information to a maximum of 3 agents. 
  
  Please note that it may take up to 30 days to be removed from our system. Thank you for your patience. Yours, The SmartFinancial Team

• Initial Complaint

  12/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company has called me nonstop all day. I've received 10 calls from them since 9:30 this morning and they don't stop calling. Blocking their numbers was unhelpful because the calls are coming from a different number each time. At this point it's bordering on harassment.

  Business response

  12/29/2022

  Thank you for contacting us.  We are sorry to hear about your experience. 

  We operate a leading insurance comparison marketplace where we help connect insurance shoppers with our network of insurance companies and insurance agents. These agents may have had to connect with you over the phone or email to go over your coverage needs as well as to deliver the quote on the request we received.

  We have placed your number on our internal DNC list. Please be advised that it may take up to 30 days to be removed from all our systems.  Again, we appreciate your feedback as we build an efficient and pleasant customer experience.

• Initial Complaint

  12/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been receiving numerous calls from this company from many different numbers, half the time I answer and no one speaks, the times they do, I have asked for them to stop calling me. I can't effectively block them since they keep calling from many numbers, I sleep during the day so this is keeping me awake during my sleep period.

  Business response

  12/27/2022

  Thank you for reaching out with your concerns.  We have added your number to our internal do not contact list.  It may take up to 30 days for your number to be removed from all of our systems.  Happy Holidays.

• Initial Complaint

  12/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been contacted by this company NON-STOP. 5-10 calls/1 hour since Friday 12/16/2022. Now making the complain on 12/20/2022 I have received over 250 CALLS! My phone is my business phone, so I have to answer each call considering it could be a business contact, It has put a HUGE drain on me emotionally at this point and clogged up my line to business calls. I have asked 6 AGENTS, both in text, email, picking up the phone, and calling their service dept. directly to put me on a DNC list and they all said they have, yet I continue to get the calls. I even had a rep who I told to stop calling me tell me to "stop whining" then the **** hung up on me. At this point I am seeking monetary compensation + the business to stop contacting me, I now have to change my phone number which is all my business contacts with my number, gone! UNACCEPTABLE. The uploaded photos are a FRACTION of my call log from these people. Everytime I block a number, they get a new agent with a diff number to call me. Anyone looking to jump in on a class action suit?

  Business response

  12/21/2022

  The consumer entered our website on 12/16 and provided consent to receive calls regarding health insurance. Subsequently, the consumer reached back out to us on 12/19 and requested that we process a ‘Do Not Call” request on their behalf. We took immediate action and on 12/19 placed their number onto our internal do not call list and notified them that it could take several days to fully process the request.

  Subsequent to this request, we have removed their information from our system, contacted all parties that we are aware of and provided clear and unambiguous notification that their phone number is a “DO NOT CALL”.  We have continued to respond to the consumer's follow-ups and will continue to monitor the situation to insure that the DNC is fully processed as soon as possible.

  Please let me know if there are any questions.

  Thank you.

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased live transfer leads from Smart Financial. I was told I could only return leads that did not meet lead filters after 1 week of working the lead. All other vendors allow you to decline the call and ask for immediate replacement of the lead. I am caught in a tiered scheme where they will only allow me to ask for a refund if Im actively buying new leads and have a credit card on file to continue purchasing new leads. In the meantime they keep selling me leads that dont meet filters, that I have to wait another week for a refund. I have cancelled my account and asked for a refund. They are refunding me the charge that happened the same day I requested cancellation, but will not issue refund or replacement of leads that need to be exchanged due to it not meeting the filters I paid for unless I continue to purchase leads. There are 9 leads at $45 each that are owed and 4 old leads that we asked for refund on after week timeframe that they have not issued refund.

  Business response

  11/03/2022

  We would like to discuss your concerns and come up with a mutually agreeable resolution.  We have left several message with you and have not heard back.  Please contact us asap.  Thank you.

   ******* *******

  ***************************

• Initial Complaint

  09/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company has been contacting by phone using about 15 different phone numbers. I did not request any information from this company .I have blocked their calls on 15 different phone numbers they are using. I have advised them on the phone to stop calling me. I sent them text messages to stop calling me. I have never done business with this so call business and based on their actions I will never do business with them. They are very aggressive and very unprofessional.

  Business response

  09/12/2022

  Dear ****- We are sorry to hear about your experience and greatly appreciate your feedback. We operate a leading insurance comparison marketplace where we help connect insurance shoppers with our network of insurance providers.

  Your request for a quote was matched with a number of licensed agents and in order to get you an accurate estimate, these agents may have to connect with you over the phone to go over your coverage needs. It appears that you are no longer interested in comparing your insurance options and we have placed your number on our internal do not contact list. 

  Thank you, The SmartFinancial Team

• Initial Complaint

  08/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have daily communication from the Smart Financial requesting completion of an account I never set up, but they insist they have my privacy information. I have told them to put me on the DNC and have responded to the email to take me off of the list. They speak to my employees as if they know me and are very kind, phising for personal information and want my schedule to talk to me, saying I have not finished my application and have to otherwise my account will be closed. I never opened an account and wish to have them stop the constant phone calls and emails to my business.

  Business response

  08/17/2022

  We are concerned about your experience and have reviewed the calls made to you. At SmartFinancial, we pride ourselves in providing the most support to our insurance agents, through our marketplace access and through continuous training.

  SmartFinancial agents are encouraged to develop a connection with our customers, to begin long-term relationships. We understand if you’re not interested in working with us and have placed you on our internal Do Not Call list.

  Please let us know if you need anything additional.

  *******.

• Initial Complaint

  08/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I've never done business with this company. I have not inquired about financial services or insurance. This company likes to claim people requested contact via the internet, but they make NO attempt to verify these requests are legitimate. Any vengeful person can submit other peoples' phone numbers to them and the company will call -- and that's the only way they could've obtained my number. They have called at least once daily, sometimes five and six times, for the past two weeks. I have told them to stop calling. I am on the federal Do Not Call registry. Neither stops this company. I block the numbers on my phone and report them to ***** They just call back later from the same area code and prefix but with a different 4 final numbers. Not only am I now planning to consult an attorney to collect my $500 for each unwanted contact -- which is currently 29 and growing.

  Business response

  08/17/2022

  We are sorry to hear about your experience.  We operate a leading insurance comparison marketplace where we help connect insurance shoppers with our network of insurance companies and insurance agents. These agents may have had to connect with you over the phone or email to go over your coverage needs as well as to deliver the quote on the request we received.

  We have placed your number on our internal DNC list. Again, we appreciate your feedback as we build an efficient and pleasant customer experience.

  Thanks, 

  ********

• Initial Complaint

  07/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have received in the past 40 minutes three phone calls, attempting to solicit my business. I have never done business with this company, and I have not sought out their services. I have taken the action of blocking their number, using the service provided by my carrier, yet they persist, disturbing the peace of my home. Contactability Smart Financial, in a very underhanded and surreptitious fashion, has used a different extension each time to thwart my efforts to decline their unsolicited communications.

  Business response

  07/08/2022

  Dear ****** - We are sorry to hear about your experience. We have put your number on our internal do-not-call list, but you may still get calls from other websites because clearly your information was submitted on multiple sites. We only give your information to a maximum of 3 agents, so you're getting calls from other sources as well so you may still get calls from agents trying to share policy information with you. Please note that it may take up to 30 days to be removed from our system.

  Thank you for your patience.

  Yours, The SmartFinancial Team

  Customer response

  07/12/2022

  it is a weak, lame, and pathetic "shrugging of shoulders" when it comes to the impact of this company's actions.  To paraphrase, my information was shared from multiple sources, but they only share with up to three agents..."clearly".  You shared my information with all these people, so YOU bear the blame.  Trying to abdicate your responsibility does not absolve you.  YOU need to reach out to EVERY agent or site with whom you shared my information and undo the damage.  In addition, the use of run-on sentences in an attempt to obfuscate the issue was ineffective.  Surely you have someone who can do better.
  
  Regards,
  
  ****** *******

• Initial Complaint

  06/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I've reached 20 calls in the past 2 days from this company. I never gave them my information and I've blocked 10 of the numbers they call from but they keep coming. I have no idea why a company would cold call someone over 20 times in 2 days.

  Business response

  06/24/2022

  Dear ********* - We are sorry to hear about your experience. We have put your number on our internal do-not-call list, but you may still get calls from other websites because clearly your information was submitted on multiple sites.  We only give your information to a maximum of 3 agents, so you're getting calls from other sources as well so you may still get calls from agents trying to share policy information with you.

  Please note that it may take up to 30 days to be removed from our system.  Thank you for your patience.

  Yours, The SmartFinancial Team

  Customer response

  06/27/2022

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  
  ********* *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩