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Business Profile

Insurance Companies

Kelly Brooks - Farmers Insurance Agent

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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  • Initial Complaint

    Date:05/05/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My family and I were in the middle of purchasing a new property and needed homeowners insurance for the property for the loan to close. Agent was recommended by loan officer. Through loan officer, insurance policy was generated, payment was taken and policy information was sent to mortgage company with effective date of 3/26/25. Few weeks later I called her Kelly brooks office wanting to get policy information to verify coverages and thats when the problem began.- she refused to send me policy information because she felt I would shop around for better price.- stated that it was not fair that she did the work and I would seek to shop around - she claimed she would not send me the information and that I just let it be at that.I was completely caught of guard and surprised because I had no plans to shop around, rather just wanted to have insurance documents on hand. At the moment, I was focused on moving and decided I would deal with it later time.A few weeks later I received a letter from mortgage company that my insurance was cancelled. Ive tried multiple times to call Kelly brooks office and no response or call back.-never got documents -she cancelled the policy without authorization -was rude and seemed to be discriminatory towards me - now Im ******* to find a new policy Complaint is being filed because this is rude of her, seems unethical to not provide documents at requests, and then cancel my policy without any authorization from my family and I. This needs to be looked at because I do not believe I am the only one she has done this too. Policy number *********** was given to mortgage company but when calling farmers customer support, we are told that policy does not exist.

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