We had a verbal contract for the amount of $1541.00. They did not followed through and the amount went to 2,580.98. They want me to pay the increase
I received the new quote from Florida Peninsula for the coming year ($2,580.98). It showed an increase in the policy. I contacted ****** Insurance and spoke with ****** ******. I asked her if they can please research and find me something cheaper. She told me that they will look into it and that someone would call me back.
A few days later ************ called me back and told me that she had researched and that I qualify for Citizens Insurance. She quoted the amount of $1541.00. She proceeded to tell me that I will need a home inspection in order to get into that policy. She told me they worked with different contractors and that somebody would call me. Someone from First Choice called me, we made an appointment for Dec 28, 2012 at 1 PM. The contractor from First Choice came did the inspection, told me everything looked good and he would be emailing the results to ******'s Insurance, which he did. I paid the $75.00 fee that had been stipulated. At that point I had done everything requested by ****** Insurance and they will sign me up with Citizens for the amount it had been quoted. Everything was ready and they had everything they needed. This was December 28.
On January 3, ************ called me to tell me that she was very sorry, but the email from First Choice had gone to someone that was not in the office and they had not been able to retrieve it or read it until that day (1/3). The quote she had given me was no longer valid. Citizens had had an increase of 45% and since ****** insurance had not locked in the price for me because they did not do their job, I would have to pay the new increase. I said that was not acceptable because it was not my fault that their office had dropped the ball or that emails go into one person's email and not a general location where more than one person had access to in coming communications. ***** said she understood, that I had done everything and she was sorry this had happened, that she will look into other insurance and see what she could do. The options were all lower coverage, etc. Not once did she say anything about picking up the difference. She left me a message on Friday letting me know she had not been able to find any other insurance and my option was my current insurance Florida Peninsula for $2, 580.98. She also said she will call me on Monday.
On Monday 1/7/13 she did not call. At around noon time I called and left a message. She never called back. I called her back at around 4 PM and told her that what her office was doing was not acceptable, that they made a mistake, dropped the ball and expected the client to pay for their mistake. We are talking over $1,000.00 dollars in difference plus the $75 dollars that I had to pay for the home inspection for Citizens to accept me. I asked her to talk to the owner and to please call me back. She never did. I believe they should pay the difference between the new quote and the original amount they had given me for Citizens. They are breaking a contract.
Your help will be much appreciate it, if there is any other agency that can help me settled this case, I will appreciate the information.
I would like Valentine Insurance to pay the difference between the quote they gave me of $1541.00 and the current policy I will be forced to take $2,580.988. I am willing to dismiss the $75.00 dollars for the home inspection that is not longer needed since I will not be able to use Citizens.
Business' Initial Response
I have reviewed Ms. ******' file and here is the information you requested. Ms. ****** had a homeowners policy through our agency with Florida Peninsula and her renewal date was 12/29/2012. She was not happy with her renewal premium so she contacted our office November 28, 2012 to see what else we might be able to offer her. The Agent, ****** ****** called her back the same day and gave her prices with Citizens via her voicemail. We did not hear back from Ms. ****** until December 19, 2012. That only left 7 business days until her policy was due to renew, 3 of which our office was closed, 12/24/12, 12/25/12 and 12/26/12. Our office was also to be closed 12/31/12, 1/1/13 and 1/2/13, and all of the information stating when our office would be closed for the holiday had been playing on our phone message for over a month. Not only would we have to allow time for signing paperwork and re-billing her Mortgage Company, which had already paid Florida Peninsula, we would also have to allow time to have her schedule a 4 Point Inspection that Citizens required and that is not something out office has control over. We give the names and numbers of some local inspection Companies at the client's request, but we cannot predict what their schedule might be, especially at Christmas time. Keep in mind that per Citizens guidelines, we are absolutely not allowed to bind a policy where the home is more than 30 years old without a satisfactory inspection in our hands. Had we heard back from Ms. ****** closer to her original contact date, we would have had plenty of time to obtain everything we needed. Unfortunately, we received her inspection directly from the Inspection Company 12/31/2012 which was already passed her renewal date and on a day our office was closed. When we returned to the office 1/3/13, we reviewed the inspection report and updated the Citizens quote information. At that time, we were notified that as of 1/1/13, Citizens had taken a rate increase and the quote we provided her was no longer available. We never gave her any quotes beyond 12/29/2012 because that is the date her policy renewed and the new policy would be to effective. We completely empathize with Ms. ****** and understand her frustration but as you can clearly see, none of this was due to any negligence on our part. Again her policy has been paid in full for the year by her Mortgage Company and we would be more than happy to review her options again in the future. Please let us know if you need any further information. Thank you.
*********************, Office Manager
****** Ins. Inc.
Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The office was very well aware the inspection was set up for Dec 28th. I spoke with ****** on that day of the inspection. If as they say, it was too late, they should have never let me believe I was still in time, schedule the appointment and paid $75.00 for an inspection I was not going to be able to use. They are absolutely not taking responsibility for their negligence that resulted not only on not being able to get a better rate but to spend money on an inspection I did not need since I had no choice to keep the old insurance. Not only I do not accept their answer but resent that they are trying to put the blame on me for not calling back right away.
Business' Final Response
We are certainly not trying to place blame on Ms. ****** and we realize that she is upset. The fact that we did not receive the inspection from First Choice Home Inspection until December 31 was not at all in our control. That being said, we thoroughly understand Ms. ******' frustration and are truly sorry for the inconvenience this has caused her. We would like to offer to refund the full $75 cost of her inspection, if that would help and in the future want Ms. ****** to know she can contact either myself or ****** ****** directly for any of her insurance needs.