Complaint Review: FOCUS FINANCIAL - Chesterfield Missouri

Purchased an auto policy from Focus Financial via the internet (they were the cheapest quote). Pre-paid 6 months including a "Brokers Fee" (this should have been my first clue that they were not a desired company). They were very nice when I shelled out the whole policy and brokers free up front.

When it was time to renew, I "called" the TOLL FREE number and spoke to Kim Setlich (Sales Support Manager - Focus Financial Services - 1415 Elbridge Payne Road Ste. 275 - Chesterfield, MO 63017 - 866-523-6287 x 2618 - 866-241-7015).

I informed "Kim" that I may not need to renew the policy for 6 months but wasn't sure at that point. She told me that if I canceled the policy and it turned out that I DID need it, I would have to REPAY the brokers fee and start a whole new policy. If I just "renewed" the policy I could cancel and would not have to pay the brokers fee - this option was $200.00 cheaper. I specifically asked her "what if I renew and it turns out that I do not need the policy after all". She said "They will simply prorate your premium over the months used and give you a refund for the unused months. After repeating what she just said back to her and her saying Yes, I said OK, I will do that.

As it turned out, I did not need the insurance after all. I contacted Kim Setlich to inform her of this. I was instructed to e-mail a signed statement in order to cancel the policy which I did immediately. I never heard anything then received a check in the mail from DAIRYLAND MUTUAL INSURANCE COMPANY for, of course, less then the prorated premium.

I called Kim Setlich - she did not answer so I left a voice mail. Later I received a voicemail stating that I could contact DAIRYLAND MUTUAL if I wanted to discuss the refund amount. I attempted to call Kim Setlich but she didn't answer so I called the main number. I spoke to a different agent who looked up my policy and said 'OH YOU WERE CHARGED A CANCELLATION FEE'. I informed the woman that I had never been informed of cancellation fees and specifically asked about renewal cancellations. She then said, 'oh, you'd better speak to Kim Setlich then'.

I called Kim Setlich ' she didn't answer (they MUST have invested in caller ID) then e-mailed Kim Setlich and informed her that FIRST, I had never ever dealt with this third party either during the initial purchase or the renewal of the policy that SHE received 'brokers fee' to set up and didn't feel that I needed to talk to a third party. And SECOND, I specifically asked her about cacellations and she never told me anything about cancellation fees. I informed her that because SHE made a mistake and gave me the wrong information, I did not feel I should pay for her mistake.

After sending this e-mail I received a call from Karen L McNeill (ACS Focus Financial Services, Inc.866-523-6287 x 2613 Toll Free) stating that Kim Setlich said 'you were upset with her regarding a renewal refund. I informed her that I was indeed 'upset' as I specifically asked Kim Setlich about an unused renewal policy cancellation and was never told anything cancellation fees. She said 'oh, well hang on let me see what I can do and I'll call you back'. Later she called and said 'well, I talked to my boss and he said that's what DAIRYLAND CHARGES so we will not refund the fees'. I informed her that I had never SPOKE to DAIRYLAND and didn't know why they were trying to pawn their incorrect information error on DAIRYLAND.

Karen McNeil then said 'WELL, Kim Setlich is such a nice person, she just didn't know about he cancellation fee when you asked her about it'. I said 'I'm sure she is nice but that has absolutely nothing to do with you giving me the wrong information'. She then said 'Well, I don't know what else I can tell you' AND HUNG UP.

I filed a complaint with the Insurance Board and the BBB. Their reply:

(She) got upset with our agency because when she cancelled her policy the Insurance company charged her a cancellation fee. This is a standard fee with this particular company, and was verbage in her original policy that she bought and was mailed to her by VIking insurance. Normally, when our agency makes a mistake we make every effort to resolve the problem. And if we caused a client to suffer a financial loss we would try and rectify. We did not caua (HER) any los. The cancellation fee was part & her contract with Viking. (WHO IS VIKING YET ANOTHER COMPANY TO BLAME IT ON????)

If she was misquoted on her cancellation e then I do apologize, but that was part of the original policy she bought. Also, paying clients cancellation fee's when they contort, embellish, and exaggerate their stories on dealing with our agency and then make demands is not something we are going to tolerate. We do good work, run a quality agency, and give all of our client the utmost respect (SHE) was also making claims of having to pay another $404 to set up a new policy which is just not flue. I am sad that a young girl Is willing to jeopardize our agency by calling the BBB and the Department of Insurance. If she would read her policy, she would see that Viking had every right to keep that cancellation fee. (WHERE IS THIS POLICY AND WHO ISSUED IT, FOCUS DAIRYLAND MUTAL VIKING BECAUSE I DID NOT GET A COPY OF IT) And She obviously did not need the coverage and would have cancelled regardless of if she had a cancellation fee. Again, I apolOize if she was misquoted her cancel fee- but she would have cancelled either way.This is a young girl wasfing everyone's time,

(this letter was cut and paste - all of the type-o's are THEIRS)

I replied that I was a grown woman WHO is sick of getting 'screwed' by companies such as these and was not going to take it.

DO NOT DO BUSINESS WITH FOCUS FINANCIAL THEY DO NOT KNOW WHAT THEY ARE DOING AND WILL LET THE CUSTOMER TAKE A LOSS INSTEAD OF SIMPLY ADMITTING FAULT TO ANYTHING. JUST ASK KAREN MCNEIL BECAUSE 'KIM IS JUST SO NICE'!!!!

Cindy

Galveston, Texas

U.S.A.