State Farm: Pat Bryan

Initial Business Response /* (1000, 6, 2017/05/26) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@statefarm.com
A team member in my office quoted Mr. [redacted] for a new vehicle in December 2016. In that quote my team member mistakenly or...

inadvertently, gave Mr. [redacted] a "good driving discount", meaning that he was ticket & accident free for the past 3 years. When submitting an application to the company, State Farm Insurance, the application was reviewed by underwriters & that is when it was realized that Mr. [redacted] was not eligible for the good driving discount due to a speeding ticket. The policy was issued without the discount & the difference between the quote & the policy that was issued was [redacted] The company sent out a payment due notice in that same month of December 2016 for the amount of [redacted] due by May 23, 2017 or the policy would be cancelled by the company for not having received the full 6 month premium. Mr. [redacted] received notification of the amount due numerous times by both the company & my office.he chose not to act or bring the issue to my attention until just a few days prior to the pending cancellation. The decision to cancel is not made by me or my office, it is made by the company. This is not a case of "bait & switch", this was simply a case an employee making a mistake. This was also not a case of me, "not willing to make things right", it is a case of me not being able to make payments for my clients. My office made an honest mistake & this is the first complaint that I have received in over 15 years of doing business & is certainly not a practice my office now practices, or has ever practiced.
I have apologized numerous time to Mr. [redacted] already in emails & I will say many times over that I am sorry for my office's mistake & I can assure this isn't a normal occurrence. But we made a mistake with our quote, & unfortunately I am unable to pay premiums for policyholders, as it is illegal. I have contacted the company to see if they would remove, or write off the amount due, but they are unwilling to do so. I hate losing business & having unhappy customers. I value Mr. [redacted]'s business & I would be more than willing to provide Mr. [redacted] with some complimentary gift cards for all & any inconvenience that he has endured.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2017/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] said he would provide gift cards to offset the overcharge long ago but they are still not received.
Final Business Response /* (4000, 21, 2017/07/11) */
My apologies, but I was out of the office on a family vacation & was unable to respond until today.
Mr. [redacted] received multiple notices over a 5 month period that his additional premium was due on May 23, 2017. He chose to disregard these notices & didn't pay until a later date, which resulted in a lapse in coverage. The fact that he chose not to pay his premiums on time is not the fault of me or my office, It's the fault of Mr. [redacted] and no one else's.
I have offered to refer him to another State Farm agent in hopes that someone might be capable of making him happy.
Final Consumer Response /* (4200, 23, 2017/07/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A recap of the situation:
- I purchased the six month policy for [redacted] and paid in full
- [redacted]'s office prematurely cancelled my coverage and caused a lapse in my record
I trusted [redacted] when he said if I paid the overage he would backdate the policy and there would be no lapse on my record. Another lie.
He just confirmed that there is now a lapse on my record.
I have worked tirelessly with [redacted] in order for you to fix his mistake. I have been kind throughout the process and given him ample time to correct the situation.
I do not see any benefit to continuing to work with [redacted] on correcting this. Simply put, if he does not remove the lapse from my record and provide written confirmation of this by next Friday, July 21, I will file the lawsuit.
This has potential to become a class action lawsuit as I am actively working with other clients [redacted] has illegally breached contracts with. I will recover all damages related to the lapse in coverage on my record and court costs. I am also in the process of notifying the Indiana Attorney General of this illegal misconduct.