Insurance Agency
SmartFinancialHeadquarters
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Complaints
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/12/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have been harrased consistently from this company with over 10 calls in 1 hour and now emails I have never ever given my information to them and how they got my name, email or phone number is beyond me I never requested any quotes nor have I even co sidereal any dodge in my life yet they would not leave me alone and now worried how they even got my information or what could be done with it. Note I don't live, never visited ******** like everBusiness response
06/13/2022
Dear ********** - We are sorry to hear about your experience. Your phone number was submitted to us for insurance quotes but we have now placed the number on our internal do not call list.
However, you may still get calls from other websites, if your information was submitted on multiple sites. Your information is only used to help insurance agents reach you to give you a quote.
It seems you are not interested in the service, and we hope the situation is resolved now.
Yours,
The SmartFinancial Team
Customer response
06/14/2022
I am rejecting as I actually haven't received any response other than that the message has been forwarded to them so basically they did not respond. I am still being being harassed so the issue still persists when I say no contact I mean no phone calls and want proof they deleted my informationBusiness response
06/15/2022
Dear **********
We have, based on your request, placed your information on our DNC list (as previously stated) however it may take up to 30 days for this notice to take full effect. Please let me know if you have any other questions or concerns.
*******.
Customer response
06/16/2022
sorry but that isn't convincing i am requesting you delete my information which i didn't give you in the first place and stop harassing me Obviously neither happened as i am being harassed every day and if you deletee my information you shouldn't have my phone number nor my email to reach me
Regards,
it doesn't take 30 days to delete a record I had a similar issue before and the calls stopped immediately or you have a bad system Then the solution is to fix it not tell me to wait and endure this not knowing what is being done with my information
********** ******Initial Complaint
05/06/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I guess at some point I had been poking around at looking at some insurance quotes. But I made it very clear when they had called the first time that I was just looking and I didn't need any further assistance. For the past two weeks this company has called me at least 3-4 times a day. I have had to block multiple numbers and they just keep coming. I have never been so disgusted with how many times a business is comfortable with cold calling in my life.Business response
05/06/2022
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 one to three 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. However, the volume of calls you’re getting suggests that you used several comparison sites.
It appears that you are no longer interested in comparing your insurance options and we have placed your number on our internal DNC list.
Thank you,
The SmartFinancial Team
Customer response
05/10/2022
I accept the business's response to resolve this complaint.
Regards,
****** ******Initial Complaint
04/28/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
I signed up with Smart Financial with the understanding that should I want to end my services, I would be able to have my credits issued and no further monies taken from my bank. They will not issue my credits without my card being active and the ability for them to charge my card again. If I do not keep my card active then They will not give me my returns. The issue is that with the card active, they can charge me more money and will not refund it. The reason I've asked to have my account cancelled is because they have not held up their end of the program. They have it listed under their returns that they will exchange the leads should the leads meet the return requirements. All reasons for return were listed under the drop down for retuning credit. I've had over 14 denied due to "return rate" even though the leads were what they deem returnable. When all of this was discussed before I signed up, I was told as long as I followed the reason, I would be able to exchange them. Now I being told only some will be exchanged and only if I leave my card active. There is no way their system will not charge the charge should it drop below the balance and they ahve a no refund policy.Business response
05/06/2022
Thank you for taking the time to express your concern, which is important to us. SmartFinancial prides itself in providing the most support to its insurance agents, through our marketplace access and customer service. SmartFinancial account managers are encouraged to closely review all leads submitted for refund.
Our refund policy on leads is that they must have inadequate or incorrect contact information. As you noted, we have refunded you some of your past leads which met this criteria. We have also refunded you the agreed upon amount. It may take 5 to 10 business days for funds to settle.
Yours, The SmartFinancial Team
Customer response
05/06/2022
Better Business Bureau:
I accept the business's response to resolve this complaint as they refunded me for the leads they did not exchange for incorrect contact information. They did not have the program as it was explained to me when I signed up and could not provide exchanged leads as promised without charging me more money, so we chose to not continue working together. I would not recommend this company to agents starting out as the amount of work required for their system is not conducive or efficient.
Regards,
******* *******Initial Complaint
04/01/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have never contacted this business before or shared my information with them. They call me multiple times a day at all hours. The calls come from a new number every time so it is not possible to block the calls. I am being harassed by this business.Business response
04/03/2022
Dear Ms. ******,
We are sorry to hear about your experience and would like to help. We operate a leading insurance comparison marketplace where we help connect insurance shoppers with our network of insurance companies and insurance agents. Someone entered your information in a request for insurance quotes. We matched answers submitted to our questionnaire with three licensed agents in your area. 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 free quote.
It appears that you are not interested in comparing your insurance options so we have placed your number on our internal DNC list. Again, we appreciate your feedback as we build an efficient and pleasant customer experience.
Sincerely,
******* *******
Initial Complaint
03/22/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am getting phone calls and emails constantly all day every day for weeks from insurance companies who say they received their lead to contact me from Smart Financial, saying I requested an insurance quote, which I did but I have tell them I already purchase a insurance, and they keep calling. I’ve tried to contact this company but cannot reach a human. I want to be taken off of their list and I want them to stop giving out my personal information. It is literally ruining my peace of mind, my privacy is ruined, my life is ruined my constant notifications all day every day. If it doesn’t stop I will seek legal action.Business response
03/24/2022
We are sorry to hear about your experience and want to help. Your request for a quote was matched with a few licensed agents in order to get you an accurate estimate. 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. It is also possible that you used other comparison sites too, judging from the volume of calls you’re getting (we only share your information with up to 3 agents).
Since you are no longer interested in comparing your insurance options, we have placed your number on our internal DNC list. Should your needs change, please let us know.
Initial Complaint
02/17/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am getting phone calls and emails constantly all day every day for weeks from insurance companies who say they received their lead to contact me from Smart Financial, saying I requested an insurance quote, which I absolutely did not. I’ve tried to contact this company but cannot reach a human. I want to be taken off of their list and I want them to stop giving out my personal information. It is literally ruining my peace of mind, my privacy is ruined, my life is ruined my constant notifications all day every day. If it doesn’t stop I will seek legal action.Business response
02/17/2022
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. A request for a quote with your information was matched with a number of licensed agents. It appears that you are not interested in comparing your insurance options and we have placed your number on our internal DNC list. Thank you, The SmartFinancial Team
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Contact Information
Customer Complaints Summary
57 total complaints in the last 3 years.
16 complaints closed in the last 12 months.
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