Joe Simons Insurance Services Inc

I am writing in regards to complaint ID: *** I first contacted Joe Simons insurance Company to combine myself and my husband's automobile insurance as well as to add a new renter's insurance policyMy husband was already a Joe Simons Insurance customer and they did not ask for any additional information when I inquired about a quote to combine insurancesThey called me back with a quote in a timely manner, however this quote was considerably lower than what the actual rate ended up beingI then inquired about paying monthly payments rather than choosing to pay the month rate in fullAfter I made this request, I called multiple times and left messages with both the secretary and on the voicemailI received a call back only to find out that they had not yet contacted the insurance company to find out the monthly paymentAfter a week or so of playing phone tag with Joe Simons Insurance, I decided to take matters into my own hands and I contacted the insurance company directlyThis is when I find out that the agency initiated a payment from my checking account to be withdrawn the very next dayMind you, the payment was not due for another couple weeks according to the insurance companyI then asked the insurance company to please cancel the payment seeing as how I did not have the funds to cover the amount of money they were to withdrawThe insurance company assured me the payment had been cancelled and the money would not be withdrawn from my accountUnfortunately, this did not stop the payment from "pending" on my account and causing my account to overdraft at 10pm in the evening when Joe Simons Insurance and banks are conveniently closedAs you can imagine, this caused a very sleepless night for me as I monitor my finances very closelyI was never notified that my account was to be charged and did not authorize Joe Simons Insurance to keep my credit card information on fileThe agency claims that they have left "numerous" messages on my voicemailI have a record of messages left and they were after I had contacted the insurance company directly to cancel the policyI was never told prior to the agency billing my checking account that they would be taking out the first payment that dayAlso, when I called the insurance company directly, they offered to set me up with monthly payments and informed me that the first payment would not be due until September 15th, the day that the policy was to beginI had been a customer of the insurance company for months prior and they did not need a 'down-payment' for a 'new' policyThank you for your time
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I am writing in response to the complaint from [redacted]  [redacted] contacted us to add her husband and his vehicle on to her automobile policy and to write them a tenants policy for their contents.  [redacted] also, failed to notify me that her husband had...

numerous moving violations that caused the rate to come in higher than the price I had originally quoted her.   [redacted] would call and leave her number and when I attempted to call her back she would never answer.   I left numerous messages and she would wait till after 5 PM to call back.   I happened to be working late on a couple of the days she did call back.    She requested to have her auto and tenants policies set up on monthly billing.   I attempted to call her and tell her what the payments would be, but the company would not set it up without the first payment.   We had her credit card number on file from when she first purchased her auto insurance with us, so we gave that to the company so they would do the monthly payments.   I attempted 5 times that day to call her and tell her what the payments would be and that the company had to have the first payment to set it up, but she would not call me back.    She states that she left multiple messages on our answering machine, but she only left 1.   She called once and left a message with the receptionist and talked to me once when I did not get a chance to call her back.   I have over 1000 customers and many have multiple policies, so I have other phone calls and policies that need servicing daily.    I can not sit by the phone all day and attempt to call her when she does not answer.   I have other work that need to be done.   I am sorry she is unhappy with our service, but if she had answered her phone when I called or called me back, then this all could have been avoided. There was no fraudulent billing, I was doing what she asked me to do and set her  policies up on monthly billing.  I was not going to have the company take the money out of my account for her policies.  If you have any further questions, please contact me.  I hope this clears up this matter.Sincerely,[redacted]   Joe Simons Insurance Service, Inc.

[redacted] was a customer for 6 months and her husband was on his parents policy prior to adding him to the policy, but it is not our agency policy to run motor vehicle reports on drivers when we add them to a policy.   We add the driver then the company runs the MVR.   Therefore, we had no way of knowing that [redacted] had violations when we quoted the auto policy to [redacted].   It is the customers responsibility to notify us if they have violations.   [redacted] did call and inquiry about what the monthly payments would be and I told her I would find out and call her back.  After she called, we had a family emergency and I had to leave town for a few days and told her I would call her back when I returned.   She continued to call me everyday, even when she knew I was out of town.   After I returned she again called and I told her I would contact the company and call her back.   I contacted the company and they informed me what the monthly payment would be and that the first payment needed to be made immediately to insure it would be set up monthly.   I told them to use the Credit card number they had on file for the insured and that I would contact her and let her know what was going on.  I started trying to call her at 3:30 that afternoon and called her every half hour until 5:30 and every time I called I got her voice mail and left a message.   I tried again then next morning 4 different times and never got an answer or return call.   At approximately 4:30 PM the second day, I received a fax from the [redacted] stating that the insured had requested the policy be cancelled.   I call the company and they told me [redacted] had requested the policy be cancelled because she had not authorized the payment of her policy.   I again tried to call her the following day on several occasions to discuss this with her, but she never answered or returned my calls.   I am sorry she is unhappy, but we can not be held responsible when she did not answer her phone or return calls, when we tried to contact her and tell her what was happening.   She states I do not return calls in a timely manner, but I return calls in the order that they are received and on most days stay late to make sure the calls are returned.   I have hundreds of personal and commercial accounts that require attention daily.  I realize she feels that she was not my top priority, but I did make every effort to try and contact her about the insurance.Please contact me if you need further information.  I hope this resolves this matter.Sincerely, [redacted]