Business ProfileforKevin Rouse: Allstate Insurance

I have NEVER been treated with such disrespect as I was today by **** Rouse (Kevin is apparently recovering from surgery). I called February 22nd to get an insurance quote for a vehicle my son was planning to purchase/finance. The quote was for $206. I called again on the 26th while at the dealer to get a copy of a DEC, and an insurance rep said the insurance would be $675 due to something about an MDR. The plan was not to purchase the vehicle. After a conversation with the dealership, I called AllState again and had the vehicle added to my policy (the $675 quote was for a policy for my son separately), something the agent said I could do, since my son lives with me even though he was financing the car. They then quoted me $240.00 a month. We purchased the vehicle. My husband then talked to an office **** ************************ on March 1st, who re-worked the quote and gave us a new number $120/month. Then today, March 22nd, after requesting a copy of the insurance card when I couldn't pull it up online, **** Rouse called me and was EXTREMELY rude, and even though he openly admitted that ALLSTATE made the mistake, not once, but THREE different times, that they would not be covering the vehicle without a separate policy - at $675 a month!! After his continued rude attitude, I told him - ALLSTATEs mistake, they are going to have to "eat it" and he became belligerent and refused! So, I threatened to call my lawyer at which time he quoted the disclaimer that he can no longer talk to me and will only talk to my lawyer then hung up. Absolute no apology, no offer of negotiation, resolution, nothing. Horrible, horrible experience. Needless to say we are switching immediately to a different provider, and although I will not waste my time pursuing legal ramifications because we were able to find insurance at a reasonable cost, I will forever tell people to stay as far away from ALLSTATE as they can, but especially Kevin Rouse's office. Absolutely appalling service and treatment.

Timeline of Events:2/22 Customer calls office to quote dodge charger son is thinking about buying. licensed rep in office explains since he'd be buying it on in his name, he would need to be spun off on to his own policy according to Allstate RMPs. transfers to another licensed rep in office to work up quote, and after the customer is presented with the quote, she implies she was only getting the quote to discourage her son from making a poor financial decision.2/26 Customer calls to get a quote for the vehicle with the 800# over the weekend. The first person she spoke with at the 800# told her that since he will be titled on the vehicle, it will need to be on his own policy. The customer hangs up and calls back and speaks with a different 800# representative. This second rep at 800# apparently informed her that this is possible even though she has been told otherwise on 3 separate occasions, and even though he does not have insurable interest in the other vehicles, which means that the RMPs explicitly state it cannot be added to the parent's policy.3/1 Customer speaks with ***** at office. Removes trailer from policy, and has the drivers rearranged. We are unaware at this time of the details of the conversation had with the 800#.3/7 We receive a fax from the vehicle's lienholder that son's name needs to be on the ** card. At this point, upon investigating the policy, we see that it appears the 800# had removed the vehicle with a 3/3 process date 2/27 effective date. We leave a message for the customer, inquiring as to whether they replaced coverage and had it removed with the 800#.3/22 customer calls and asks why the vehicle isn't on the policy, and she hadn't removed it with the 800#. We let her know we will call her back after investigating. At this point we know based on the previous fax received that the car is titled in son's name, and the vehicle appeared to have been removed from the policy without explanation or action from our office or the 800#, so we would need to figure out what had happened and what to do going forward in order to correct the situation. Policy Processing/ASIC I spoke with L2 analyst at policy processing, who suspected that the vehicle had been removed in some sort of a tech error but would have to escalate the concern to see how to go about correcting that. The analyst informed me I would need to speak with asic/underwriting to know what to do next, as the customer still needed ********************** on the vehicle.I spoke with asic/underwriting, who confirmed based on our RMPs, the vehicle titled in the son's name could not be on his parent's policy and would need to be on his own policy. They explained that generally, Allstate would "honor" the coverage provided from 2/27 to the new policy start date, but we would have to see what happened with the policy processing situation to have an exact answer. The next course of action was to be taken in two parts - start a properly underwritten policy going for going forward and wait for the policy processing error to be cleared up before I could provide an answer to the customer about the coverage from 2/****** policy start date.I expected this to be a difficult call, as the situation is complicated, and the customer was not going to be happy with both the fact that we cant provide an immediate answer regarding the policy processing issue, and the fact that their son would need to have a separate policy going forward based on our underwriting guidelines.My conversation with the customer I called the customer, asked her to be patient as I explained the timeline, and told her that unfortunately we won't be able to answer the policy processing question at this time. I further explained that, as I was explicitly told by asic/underwriting, the 800# rep had made an error in adding the vehicle to the policy, and that in order to have it insured going forward we would have to start a new policy. The customer said, as she stated, since **********************'s rep made the mistake, Allstate would have to "eat it'. I informed her that unfortunately, as I was informed by asic/underwriting, this was the only way to move forward regardless of what the individual at the 800# told her/did, and that it was, unfortunately, not negotiable. the customer eventually began to yell at me that she was going to speak to her lawyer about a potential lawsuit. I let the customer know that if she is going to pursue legal action, further discussion would have to be between herself/her lawyer/corporate. The customer then hung up on me.Reading through the customer's statement now, it appears she was just threatening legal action in order to get me to do what she wanted. As you know, we are unable to just skip the RMPs, so there was no possibility for an offer of negotiation as she states is one of the core issues of her complaint. Her other issue appears to be that I was unprofessional and disrespectful. I did review the call, and I disagree, her assertion is blatantly false. I was patient, even-tempered, and did not talk over the customer (rather, it's clear she was talking over me and yelling at me). I just was clear that I was unable to do what she wanted and was trying to provide her with the path forward, rather than trying to negotiate/argue about something that was non-negotiable.I had not had the opportunity to provide her with a quote, so I'm unsure as to where she gets the $675 a month price she mentions.