Byerly Insurance Agency

Initial Business Response / [redacted] (1000, 6, 2015/05/26) */ We have worked to assist Mr [redacted] , both as a client and after Mr [redacted] canceled his insurance policy with our agency and companyThe concern for billing raised by Mr [redacted] following his cancellation was reviewed by our agency and multiple other departments, including Farmers District Office, Farmers Billing Department, and the Oklahoma Department of InsuranceA billing breakdown, with explanation of billing, was provided and as Mr [redacted] stated in his own correspondence with the Revdex.com, "OK Deptof Insurance said their numbers were correct." As an established agency of years, we pride ourselves on the service and consistency we strive to provide each clientIt is our desire every client be properly protected and understand their insurance packageAs such, we offer our clients a Farmers Friendly Review each year, to ensure there are no laps or gaps in coverage, check for applicable discounts, and discuss life events or household changes that may require changes in coverageOur records show that Mr [redacted] did not respond to the most recent invitation for review We have a deep appreciation for our clients and it is our desire every client have a satisfactory experience with our agencyWe deeply regret that this was not the case with Mr [redacted] , however, our agency does not have the authority or ability to adjust his insurance premium based on a review provided by Mr [redacted] At this time, we would be happy to meet with Mr [redacted] to examine his current insurance needs in an attempt to earn his business once again, as well as provide the satisfactory experience reported by our existing clientele With Kind Regards, [redacted] Byerly Insurance Agency Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/05/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) My issue is with the customer service I did not receiveI requested a need to reduce my rate after they increased rates by 45% in a 6-month periodThey told me I was "locked in" and the only method of reduction was taking a defensive driving class Out of desperation, I visited with another insurance company and they informed me that I have complete control of my coverage and I am not locked into anything Still, I think a 45% increase in 6-months is absurd but it was legit and (yes) their billing was correctHowever, it does not excuse them of not working with meAfter all, my vehicle was years old and I did not need full coverage! So, I went with another companyThey gave me a lower rate and I saved even more by reducing the amount of coverage Had Byerly provided me the assistance, I would not have had the higher rate from Dec 'to my cancellation date Why don't they get it? They failed to provide me the service I requested (in Nov '13)and failed to operate as an Agent: Determining clients' particular needs and financial situations ...)All of the "multiple" departments only verified their numbersNot one addressed the allegation of failure to provide good customer service In the end I win I was not "locked" into anything! Final Business Response / [redacted] (4000, 12, 2015/06/15) */ We are glad that Mr [redacted] now agrees that his billing is correctIt is our goal to offer superior service and we sincerely regret that Mr [redacted] did not have a satisfactory experienceWe apologize for any miscommunication or misunderstanding that took place regarding his desire to drop his comprehensive and collision coverage Final Consumer Response / [redacted] (4200, 14, 2015/06/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've worked in retailing all my life and have managed national chain storesOne of my responsibilities was customer satisfactionSo, I understand the concept of service and resolving an issue on a timely basis This industry (Insurance) has closed eyes to good customer service their focus has only been on the monetary (profit) side of the businessLike I indicated, Byerly, Farmers Insurance Exchange, Creditcall Services and the Oklahoma Insurance Department all failed to address the lack of customer service they only defended their calculation of the final payment In truth, had Byerly listened to my request, offered alternatives, I would have been paying a lower amount prior to the final bill Though I don't dispute their method of calculating their final bill, I still am disgruntle over their lack of providing me insurance at a plan that I could affordStill, their insurance rate increases over such a short period of time (though may be legal) are ridiculous Too, I have written back to the Oklahoma Insurance Department, regarding their lack of follpertaining to customer service I received from their representative [redacted] )and have yet received a response I understand that placing a dollar value on responsibility and customer service is a difficult task for those not dedicated to their customers; therefor, I will not burden them with further correspondence Their latest response only apologizes for a misunderstanding and could be contrived as mine! Again, they continue to admit their lack of good customer service I am satisfied that Byerly, Farmers and the Oklahoma Insurance Commission are not conducive to the concept of providing marginal customer service and will continue to advise friends and family to avoid using Farmer's Insurance

Initial Business Response /* (1000, 6, 2015/05/26) */
We have worked to assist Mr. [redacted], both as a client and after Mr. [redacted] canceled his insurance policy with our agency and company. The concern for billing raised by Mr. [redacted] following his cancellation was reviewed by our agency and...

multiple other departments, including Farmers District Office, Farmers Billing Department, and the Oklahoma Department of Insurance. A billing breakdown, with explanation of billing, was provided and as Mr. [redacted] stated in his own correspondence with the Revdex.com, "OK Dept. of Insurance said their numbers were correct."
As an established agency of 25 years, we pride ourselves on the service and consistency we strive to provide each client. It is our desire every client be properly protected and understand their insurance package. As such, we offer our clients a Farmers Friendly Review each year, to ensure there are no laps or gaps in coverage, check for applicable discounts, and discuss life events or household changes that may require changes in coverage. Our records show that Mr. [redacted] did not respond to the most recent invitation for review.
We have a deep appreciation for our clients and it is our desire every client have a satisfactory experience with our agency. We deeply regret that this was not the case with Mr. [redacted], however, our agency does not have the authority or ability to adjust his insurance premium based on a review provided by Mr. [redacted].
At this time, we would be happy to meet with Mr. [redacted] to examine his current insurance needs in an attempt to earn his business once again, as well as provide the satisfactory experience reported by our existing clientele.
With Kind Regards,
[redacted]
Byerly Insurance Agency
Initial Consumer Rebuttal /* (3000, 8, 2015/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My issue is with the customer service I did not receive. I requested a need to reduce my rate after they increased rates by 45% in a 6-month period. They told me I was "locked in" and the only method of reduction was taking a defensive driving class.
Out of desperation, I visited with another insurance company and they informed me that I have complete control of my coverage and I am not locked into anything.
Still, I think a 45% increase in 6-months is absurd ... but it was legit and (yes) their billing was correct. However, it does not excuse them of not working with me. After all, my vehicle was 14 years old and I did not need full coverage!
So, I went with another company. They gave me a lower rate and I saved even more by reducing the amount of coverage.
Had Byerly provided me the assistance, I would not have had the higher rate from Dec '13 to my cancellation date.
Why don't they get it? They failed to provide me the service I requested (in Nov '13)and failed to operate as an Agent: Determining clients' particular needs and financial situations ...). All of the "multiple" departments only verified their numbers. Not one addressed the allegation of failure to provide good customer service.
In the end I win ... I was not "locked" into anything!
Final Business Response /* (4000, 12, 2015/06/15) */
We are glad that Mr. [redacted] now agrees that his billing is correct. It is our goal to offer superior service and we sincerely regret that Mr. [redacted] did not have a satisfactory experience. We apologize for any miscommunication or misunderstanding that took place regarding his desire to drop his comprehensive and collision coverage.
Final Consumer Response /* (4200, 14, 2015/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've worked in retailing all my life and have managed national chain stores. One of my responsibilities was customer satisfaction. So, I understand the concept of service and resolving an issue on a timely basis.
This industry (Insurance) has closed eyes to good customer service ... their focus has only been on the monetary (profit) side of the business. Like I indicated, Byerly, Farmers Insurance Exchange, Creditcall Services and the Oklahoma Insurance Department all failed to address the lack of customer service ... they only defended their calculation of the final payment.
In truth, had Byerly listened to my request, offered alternatives, I would have been paying a lower amount prior to the final bill.
Though I don't dispute their method of calculating their final bill, I still am disgruntle over their lack of providing me insurance at a plan that I could afford. Still, their insurance rate increases over such a short period of time (though may be legal) are ridiculous.
Too, I have written back to the Oklahoma Insurance Department, regarding their lack of follow-up pertaining to customer service I received from their representative [redacted])and have yet received a response.
I understand that placing a dollar value on responsibility and customer service is a difficult task for those not dedicated to their customers; therefor, I will not burden them with further correspondence.
Their latest response only apologizes for a misunderstanding and could be contrived as mine!
Again, they continue to admit their lack of good customer service.
I am satisfied that Byerly, Farmers and the Oklahoma Insurance Commission are not conducive to the concept of providing marginal customer service and will continue to advise friends and family to avoid using Farmer's Insurance.