Melissa Milender State Farm Agency

Regarding [redacted] , We wrote a commercial auto policy for [redacted] , he originally called and asked if we offered a MPCbefore coming into the office to start the policyWe called underwriting to inquire about this form because it was something new to my employee and she had never heard of it and didn’t know if we offered itOnce she was informed that we did indeed offer that, she let him know and he came down to the office and finished up the auto application and submitted the necessary form via email for the mpcOnce the auto policy issued and he still hadn’t received the mpc65, she called to check on the statusShe spoke with [redacted] in underwriting who informed her due to his license stating that he carries general freight, we would not be able to issue the mpcShe contacted [redacted] and informed him of thatHe then went and changed it to state that they were just carrying/hauling furnitureHe then came into the office and let us know that the license number was the same and we resubmitted the form to DAL AUTO BL UND (our underwriting department), where they later advised us that we would not issue the mpcdue to the fact that it is considered haul for hireWe did inform [redacted] and he then questioned other form numbers that we do not issue here at State FarmHe asked to cancel the vehicle once he found out we don't issue the form he needs, then that same day later on, called to reinstate itHe then transferred his policy to another State Farm agent and attempted to have them do the same leg work my office already did for himHe was well informed that we couldn't provide the filing he wantedWe do not issue or file things with the DMV directly from our office, its all done in corporateIn May, he complained to the other office that we didn't do what he asked of us even though we were in constant contact with the client through the processHe already filed a complaint with State Farm corporate that I responded to as wellSince he is no longer in my book of business, I can not access the files (due to privacy) to be able to print and send the permanent record of our communications with himI did attach a copy of the email that my employee sent to the other office in June making them aware of this and they have also tried to explain to him that we couldn't do what he requestedHe received a ticket for driving without the proper DMV filing and that is the cause for all of the complaintsI wish we could've helped him but in my opinion, my employee did everything she could to address his needs and keep him aware of what was happening with the filing and informed him immediately when she found out that we couldn't issue what he requested

Regarding [redacted],
We wrote a commercial auto policy for [redacted], he originally called and asked if we offered a MPC65 before coming into the office to start the policy. We called underwriting to inquire about this form because it was something new to my employee and she had never...

heard of it and didn’t know if we offered it. Once she was informed that we did indeed offer that, she let him know and he came down to the office and finished up the auto application and submitted the necessary form via email for the mpc65. Once the auto policy issued and he still hadn’t received the mpc65, she called to check on the status. She spoke with [redacted] in underwriting who informed her due to his license stating that he
carries general freight, we would not be able to issue the mpc65. She contacted [redacted] and informed him of that. He then went and changed it to state that they were just carrying/hauling furniture. He then came into the office
and let us know that the license number was the same and we resubmitted the form to DAL AUTO BL
UND (our underwriting department), where they later advised us that we would not issue the mpc65 due to the fact that it is considered haul
for hire. We did inform [redacted] and he then questioned other form numbers that we do not issue here at State Farm. He asked to cancel the vehicle once he found out we don't issue the form he needs, then that same day later on, called to reinstate it. He then transferred his policy to another State Farm agent and attempted to have them do the same leg work my office already did for him. He was well informed that we couldn't provide the filing he wanted. We do not issue or file things with the DMV directly from our office, its all done in corporate. In May, he complained to the other office that we didn't do what he asked of us even though we were in constant contact with the client through the process. He already filed a complaint with State Farm corporate that I responded to as well. Since he is no longer in my book of business, I can not access the files (due to privacy) to be able to print and send the permanent record of our communications with him. I did attach a copy of the email that my employee sent to the other office in June making them aware of this and they have also tried to explain to him that we couldn't do what he requested. He received a ticket for driving without the proper DMV filing and that is the cause for all of the complaints. I wish we could've helped him but in my opinion, my employee did everything she could to address his needs and keep him aware of what was happening with the filing and informed him immediately when she found out that we couldn't issue what he requested.

I am rejecting this response because:When I initially went to her office I explained to her what I needed done for my business I even showed her a policy from my other business with state farm and I asked her to do the MCP filing and certification of liability which she had to over due it 3 times because she kept messing it up my address was wrong my insurance was wrong my filing was not done and was wrongly filled by her she told me to change my DOT to a different set up and I did after months have passed she then told me she wasn't able to do the filing for me that she was gonna try to re due it  I only got the commercial general liability with No filing  after that I was trying to reach [redacted] a couple time in which I was never sucessfull after numerous attempts one of her staff told me she was on maternity leave and she was not gonna be there till August as I got her email yesterday I tried once again to contact her and speak personally with her and they told me she was with a customer and I will be getting a call back as soon as she was done till now I'm still waiting for the call.After I changed with [redacted] office I was able to get my motor carrier permit and didn't have to wait that long unfortunantly since [redacted]'s office did my paperwork wrong state farm then notified me that they were gonna cancel my insurance and also [redacted] office immediately notified me also.