Chris Pendergast Agency (Farmers Insurance)

Initial Business Response /* (1000, 14, 2016/03/22) */
According to our notes in the clients file she had called in to put her vehicle on storage coverageShe expressed interest in removing the vehicle completely from coverage and I explained how in Minnesota in the vehicle you own is licensed it
needs to have insurance coverageAt that point I understood she agreed with that
On Jan 4, she called and wanted to know why the vehicle was on storage and not removed, we complied with her request to remove the vehicle from her policyHer calls with our service center also reflect this in their notes
Jan 20th she came into the office and I once again explained she would not have coverage on her vehicle that is parked in her garage at her homeI also explained that storage coverage would be perfect for herShe said she would think about itI said I would follow up as wellI wanted again to make it clear that if her home burnt down and damaged or totaled her vehicle there would be no coverage
01/29/Called and left a vm with client in regards to storage coverage on the Cadillac
01/29/
Text messages to client on 01/29/2016:
I left you a voice mail as you hung up on meThe voice mail states once again how
it is our intention to make sure you're covered properlyIf you don't have
coverage on your vehicle you won't be covered for any loss or damageI've
documented our conversations about this and left you a voice mail today because
this is an important issue
Client Response:
"But no documentation on my call to you to cancel in NovemberI understand the
'storage' but I chose to waive itMe prerogative."
I believe we as an agency and as a company have provided excellent customer service to this clientOur goal was to insure her properly and to make sure her requests were satisfied
Thank you
Initial Consumer Rebuttal /* (3000, 16, 2016/03/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the business' responseMy phone call to the agent on January 4, stemmed from the bill I received in the mail just moments before I placed the callThe bill for auto insurance included the FULL COVERAGE amount for my Cadillac that I park EACH year commencing November 1stThe license tabs expire each year on October 31st, hence the cancellation each year, whether or not there's snowThat being the simple reason of tabs being costly on this carIt is my desire to handle it this way since I've owned the Cadillac the last few yearsI feel that the agent does not want to claim responsibility for failing to follow through with the billing department to cancelI called him to verbally cancel; he accepted the phone call method to do just thatMy other vehicle is operated in the months during the parking of the CadillacI did start a policy for auto insurance with another company in the interimIf the policy wasn't cancelled properly upon my request on November 1st, my faith in it being reactivated from my phone call to the agent in the spring is cause for great concernWhen or if my issue is resolved according to my desire, I will contact billing department directly instead of the phone call to agentAgain, I request months of unused policy to be applied as credit towards my homeowner's policyIn regards to my homeowner's policy, that also was a frustration for meI had requested that billing be set up on monthly paymentsAfter that request I received reminder statements for the amount in FULLThis was another example of conducting business via phone call directly to the agentThank you for this opportunity in allowing for my response to the business' replyI await further developments in this case
Sincerely, Cheryl ***
Final Business Response /* (4000, 18, 2016/03/23) */
My response was from direct notes we took as an officeI also left several voicemails with the client in regards to her home and auto payment which she never returnedThose messages were noted in her account notes as wellThe client has in the past and and in the last couple days reached out to out service department with regards to her request for refundBilling is not done out of this local officeIt is not my decision in regards to refunds