- Report: #1153719
Complaint Review: Allstate insurance - Nationwide
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Author Not Confirmed
Why?
Allstate insurance
Nationwide, USA
Phone:
(817) 267-7918
Web:
http://agents.allstate.com/sarah-nelson-bedford-tx.html
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Allstate insurance ALLSTATE RENTER'S/Auto/Home/ETC INSURANCE- Sarah Nelson Bedford, Texas Nationwide
http://agents.allstate.com/sarah-nelson-bedford-tx.html
I had to buy renter's insurance in the apartment complex I lived. I chose Allstate because that's what the complex recommended. Each year I renewed my lease I paid for insurance. The policy was valid only for terms of the lease, which again, was yearly. However, I would receive nonstop calls and emails from this agency -- The Sarah Nelson Agency in Bedford, TX -- on a weekly basis on all sorts of insurance including Boater's insurance (I live in an apartment)!
In 2014 my lease expired, did not renew, and moved out of the complex from which the policy I had was under. Further, I moved out of town and no longer needed renter's insurance. I notified them of the expiration of my lease, and that I would not need to renew.
I was looking over my checking account transactions online one day and I see a charge from Allstate's Sarah Nelson Agency. They autorenewed my policy using my debit card information, without me agreeing to a new policy or signing a contract. They somehow "forgot" I moved and informed them I did not need to renew a policy.
I called them up and they were not kind to me, and did not offer any sort of apology. I demanded a refund for the charge for a policy I did NOT agree to or renew. They said they would have it immediately taken care of.
After 2 weeks the charge had not yet been reversed. I had to call headquarters and scream at someone. This still did not seem to work, after another attempt and me demanding speaking to a manager I finally was reimbursed for the charges.
Suffice it to say you are NOT in good hands with Allstate; rather, their hands are in your pockets.
1 Updates & Rebuttals
The Nelson Agency
Bedford,Texas,
I Feel Horrible About The Experience You Had!!
#2UPDATE Employee
Tue, September 23, 2014
Dear Former Customer,
First off, I must apologize for just today finding this report! Our agency never received any form of notification that this report had been filed, and we have never had anything like this happen before!
I'm not even sure where to begin other than by telling you how sorry we are that you had this experience! All the girls in our office read you report over and over, just in shock!
There are so many things that were handled poorly with the experiences you had!
For starters, when you called in to alert our office of your non-renewal, that should have been it. Whom ever assisted you should have gathered your forwarding address in case you had any form of refund owed to you, and your policy should have been cancelled. Bottom line. Had that first call been properly handled, the rest would have never happened!
In the Property and Casualty insurance world, policies automatically renew, unless cancelled- but in your case, you had alerted our office to cancel.
So when your policy was not properly cancelled, it renewed, which caused a payment to be drafted from your debit/credit card information on file. I AM SO SORRY!!!! :(
And please know, that wasn't our agency initiating a payment, but rather an automatic, accounting function. The only way we are able to process payments is if a customer either comes into our agency or calls us. Again, I am SO sorry that this happened, I know how upset I would be if that happened to me. -- That should have been avoided entirely!
And finally, the part that I think bothers us all the most, is how you were treated! The fact that you were never apologized to is horrible and NOT who we are!! Our agency (specifically) is known for having exceptional service because we really, tuly love our customers... :) So the fact that you received anything less is unacceptable, and again, I cannot even begin to apologize enough for your awful experience!!!!!!!!!!
We understand that this was a few months back, and has been handled by our corporate headquarters, but our agency would love the opportunity to make this up to you, and if you would consider it, we'd love for you to call or email our agency so that we can make this right for you!! 817-267-7918 or [email protected]
Again, from the bottom of our hearts, we are so sorry!!
