ComplaintsforMacLaughlin Insurance Agency

• Initial Complaint

  08/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Being a customer with farmers for 28 years, Christopher M********** has got to be the worst agent I've dealt with. Dealing with him has been a nightmare. When I first moved to Nevada in February 25, 2022, he gladly quoted me and my wife $1347 with $224.49 for both our vehicles along with renters insurance. Well within the first couple months, I get an unpleasant surprise that my policy was cancelled for a missed payment in April. I asked Chris and he claimed that there was some document signatures emailed to me and he had supposedly called me numerous times about it. I never got a call of the urgecy to sign such a document and when I called Chris about it at that time, he told me he'll take care of it and get me back on my policy. Well fast forward to today August 1, 2022, I took time to go over my statements, I come to find out that my premium was not at $1347 as the initial agreement, and my monthly payments went up to $288-$295.00 for the past 4 months. I call and email him about it, only for him to say that hes just a salesman. He tells me that my rates increased due to Replacement Cost Value (RCV) which can come through such factors as inflation. He never mentioned this RCV when i initially signed up. So I call the corporate office and speak to the manager Amy from the billing department to clear this up. She tells me that my increased premium is the correct charge. She says that Chris quoted me a premium that included a special discount that applied to a specific occupation as a scientist, which I wasn't. So basically Chris signed me up for a premium discount that I wasn't qualified for. She explains that this was the reason she couldn't honor the initial $1347 semi annual premium and couldn't retroactively correct the mistake that Chris has already made. I'm getting 2 different reasons for why my premium has gone up. Neither one is taking accountability. I would like a retroactive refund of the difference of $65 per month for the last 5 months.

  Business response

  09/14/2022

  Business Response /* (1000, 9, 2022/09/03) */ Contact Name and Title: Christopher M********** Contact Phone: ********** Contact Email: c***********@farmersagent.com Sir you filed complaints on multiple platforms, because you became emotionally hurt after I interrupted you, when asking me five complex questions in one single sentence without giving me the chance to speak. You didn't pay your insurance bill for months, forgot to sign Legal Documents until the last minute sent several times to your inbox, (after your initial policy canceled) with additional documented reminders by text, simply because I interrupted you, after rattling off multiple questions about your insurance all at once. Then, you blamed myself and Farmers Insurance as a company, by calling me a disgrace as a human to the insurance commission, not paying your insurance bill, and throwing an emotional fit under the disguise of a standard renewal increase complaint. The very day we spoke, you and your wife then go online, exposing your own personal insurance documents on several sites including yelp and google, giving me zero chance to research or correct the situation. Your actions have been completely unreasonable. Fortunately, as a Nevada business owner of 17 years, I continue to stand by the truth, and can condemn these unreasonable actions here for the Nevada public to see. You only made one on time payment during the entire 8 months you were with Farmers here in Nevada. Even with discounts extended in good faith from your parents Farmers California policy. Then after not paying your insurance premium for two entire months, (June, July and late 7 of 8 times), you blamed me as a professional to cover your insurance debts, because you lack the ability to manage your own personal household finances and pay personal expenses. At inception, your January Auto Insurance premium was spread over your entire 6-month term after a policy rewrite that was completed to keep your insurance active, because you ignored the initial duty of completing a DocuSign that only takes seconds to complete. Then, 8 months after being explained your policy premium, you conveniently forget our conversation, and go on to fabricate online stories of not receiving a refund that was sent back your wife's credit card account an entire 7 months before this complaint. I tried to help as you developed stores and questions that ran around in circles with Farmers Corporate because you conveniently forgot a documented conversation when the above was explained. It's untruthful unreasonable actions like this that make it difficult at times for honest businesses in Nevada to operate. Moving forward any further attempts at slander or libel against my business, or me as a person, will be considered a threat, and can result in legal action against you, as such actions violate Nevada Tort Law. This review and/or subsequent baseless complaints will continue to serve as a public example of how to not threaten a Nevada business in the future. If you ever have any questions, I'm available at my office in person at any time that fits your convenience. My office is located at ***** S. Eastern Ave Suite *** Henderson NV *****. We wish you the best in your future endeavors Respectfully, Christopher M********** Farmers Insurance Agency Owner 09.03.2022 Consumer Response /* (3000, 11, 2022/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) The day I missed a DocuSign on email, Chris never stressed the urgency to sign such a document. When I found out about it, he told me he would take care of it and get me back on my premium of $1347 semiannually at $227.40 per month. He never mentioned that my rates would increase. He also failed to mention that a discount that transferred from California as homeowners and scientist occupation was taken out. He should of been tranparent. I was given the assumption that my rates would still be the same as he initially quoted me for. I set the auto payments up and to my surprise, my payments has gone up significantly. I didn't find this out unfortunately until late July. When I confront Chris about this, he conveniently tells me on an email on August 3rd that he just barely found out that a discount didn't qualify me for the rates he signed me up for. This was his mistake for not disclosing that to until the very last minute. I was not consistently late, I only disputed the overcharged of my policy with my bank when farmers and Chris refused to retroactively refund me for the past 5 months. I didn't know my bank would dispute the whole amount. When my bank did that, I immediately fixed it and paid the balance of the chargeback to farmers the very next day with my credit card. For Chris to say I was constantly late is itself a false statement to defame my character. All I seek is the overcharges that was done from April - August. Chris should honor my original quote. I will attach his email from August 3 informing me that he made the mistake of barely finding out that a discount of homeowner and occupation as a scientist transferred that I shouldn't have qualified for when he initially quoted me. This is not my fault and Farmers mistake. I'm entitled for those refunds due to their mistake. I refused to be bullied by my former Farmers agent and am entitled to dispute and voice my honest opinion. I was a 20+ year client with farmers and was extremely dissatisfied on how Chris has treated me with his rude and condescending attitude. Business Response /* (4000, 15, 2022/09/08) */ Mr. ************* (*********) (***********) You were notified on the below dates regarding the status of your Auto and Renters Insurance Accounts. Notices were also sent by First Class US Mail to your home address, and by email which you obviously chose to ignore on multiple occasions. We have included copies of the attachments redacted for public records. (Each Date Has a corresponding attachment) 03.16.2022 Notice of Cancellation for missing documents (missing DocuSign) 04.03.2022 Electronic Funds Transfer Cancel Notice (missing DocuSign) 04.05.2022 Notice of Cancellation for missing documents (missing DocuSign) N 04.20.2020 Policy Reinstatement (Wet Signature received by regular US Mail) - Insured Name Changed from "*********" to "*************" (Name on State Issued ID which client verbally said was incorrect) which resulted in a separate credit score risk assessment hit and subsequent increased premium. "***********" Original name provided by Agent Cindy *** in California and verified by client on quote proposal (Please see attachments) 02.04.2022 & 02.08.2022 05.24.2022 Notice of Auto Insurance Policy Change (premium) Name Updated to ************* state issued ID. Insured called in to have it changed to ***********, but could not provide proper identification 08.09.2022 Notice of Cancellation Non-Payment of Premium 08.24.2022 Notice of Premium Due We find the distortion of truth in the statements of Mr. ************* (***********) disturbing in nature and find it unfortunate that we must discuss this topic in such a public forum. Thank you for your help in providing a platform for Nevada businesses to represent and defend themselves If anyone needs my assistance, I'm available at my office listed below during regular business hours. Respectfully Christopher M********** ************ (O) ************ (F) Farmers Insurance Agency Owner ***** S. Eastern Ave Suite *** Henderson, NV ***** www.*************.com Consumer Response /* (3000, 21, 2022/09/08) */ It's just frustrating that Farmers would send these DocuSigns in the middle of a signed agreed contract. I signed up originally in February and had many DocuSigns notifications going into my junk email. And when I would pull them up, it would say I no longer was required to sign them. I was in the middle of a move from California to Nevada. I didn't receive all my statements from Farmers by mail. Our mailman would send stuff to our neighbors and I would get their mail vice versa numerous times. On top of all that, me and my wife just had a newborn, so it was hard to keep track of all these notifications. Even when I did find out that I missed a DocuSign, I contacted Chris and he assured me he would take care of it. There's a documented phone call where he told me that he would get me back on my original policy. I misinterpreted this of him getting me back on the premium I signed for in February. He never informed me of a rate change nor a change in my premium terms. It was my fault for finding out these increases in late July. When I did confront him about it, him and Farmers gave me the run around. Chris gave me two conflicting information of RCV and later telling me it was a homeowner and scientist occupation discount that was removed from my policy. This caused a lot of confusion and countless aggravation in uncovering the truth. This has been a negative experience for me. My last interaction with Chris over the phone, he was very rude and talked over me. He basically shrugged me off and said if I wasn't happy with my premium, I can go shop elsewhere. The way he has also responded on Yelp to an honest review is beyond unprofessional. He's insulted me by saying that I can't handle my personal and home finances. He also blasted my personal and confidential information for all to see on this public platform. Also, he claims I was late with my payments consistently, this was truly false. I set up automatic payments and only disputed the charges with my bank when farmers wouldnt take accountability for their mistake and giving me conflicting informations of my rate increases. When my bank erroneously disputed the whole amount, I fixed it by paying off my premium the very next day. All in all, farmers and Chris has a right to defend themselves. I'm no longer with them, due to the mess and miscommunications done to my policy. Being a 20+ year customer, I feel that I wasn't given the proper respect by my agent and Farmers. Farmers has their points and I have mine. I take accountability of overlooking my rate increases and finding it out in late July. I trusted farmers and my agent too much thinking they would take care of my policy the way I originally signed up for. In the end, I was burned and overcharged for 5 months in the amounts of $300+ in total. I wish Famers and my agent could of done a better job in being more transparent and personalable with their communications with me instead of relying on robotic email notifications for urgent documents. Also, if there was a discount that I didn't qualify for, it should of been communicated right away, and not through an email that was shown to me on August the 3rd by Chris. Like I said, I did not Fabricate anything, this is all from my honest horrible experience with Farmers and Chris as my agent. I wasn't given the proper respect by my agent, especially how he's handled my review through Yelp. I've got my opinion on how I experienced my bad customer experience, Chris has his opinions on the matter. I wish it could of worked out better, but it didn't. This is why I'm no longer with Farmers. Win or lose, this is just an honest assessment. I shouldn't be penalized in expressing my honest opinion on the matter. Thank u BBB for taking time to review both sides of the story. Have a great day. Business Response /* (4000, 29, 2022/09/12) */ Signatures were never received for the initial 02.24.2022 policy in this complaint (explained multiple times), thereby voiding any previous agreement ***** ************* (*********) (***********) made on his original policy, as signatures received were for the reinstatement effective 04.23.2022 moving forward The initial auto and renters' insurance policies were cancelled effective 04.23.2022 (notice sent on 04.05.2022) due to not receiving company DocuSign. (Please see redacted attachment for record). After we spoke to the insured by phone on 04.20.2022, the auto and renters' insurance policies were then reinstated (rewritten) on 04.20.2022 with insureds name updated to "***** *************" (name on state issued ID) from original name provided by insured and parent's California Agent, "***** ***********" which initially pulled a better risk assessment score and premium. (please see attachment) This was done as a company courtesy to prevent a DMV lapse which would have resulted in subsequent fines placed on the insured. After being explained his policy premium in full and mailing out final copies of the reinstated policies to the insureds home address, we accepted a wet signature sent by Mr. ***** ************* by regular mail to issue the policy reinstatement 04.23.2022 moving forward. We have included copies of the attachments redacted for public records. (Each Date Has a corresponding attachment) 03.16.2022 Notice of Cancellation for missing documents (missing DocuSign) 04.03.2022 Electronic Funds Transfer Cancel Notice (missing DocuSign) 04.05.2022 Notice of Cancellation for missing documents (missing DocuSign) 04.20.2020 Policy Reinstatement (Wet Signature received by regular US Mail) - Insured Name Changed from "*********" to "*************" (Name on State Issued ID which client verbally said was incorrect) which resulted in a separate credit score risk assessment hit and subsequent increased premium. "***********" Original name provided by Agent Cindy *** in California and verified by client on quote proposal (Please see attachments) 02.04.2022 & 02.08.2022 05.24.2022 Notice of Auto Insurance Policy Change (premium) Name Updated to ************* state issued ID. Insured called in to have it changed to ***********, but could not provide proper identification 08.09.2022 Notice of Cancellation Non-Payment of Premium 08.24.2022 Notice of Premium Due Conclusion We cannot continue to re-answer questions that we have already addressed multiple times, in several forums, with several witnesses, on several platforms, on numerous documented occasions over the course of almost a year. We have provided all the information necessary to refute Mr. ************* (*********) (***********) allegations over several complaints made by him on several online forums. (please see attachments) Mr. ************* (*********) (***********) lacked the ability, or overall intention to maintain his insurance payments, and manage insurance obligations in a timely manner, by willfully ignoring payments, documented emails, calls, texts, and first-class mail sent to his home, regarding his Auto and Renters Insurance policy coverage. When presented with fact and basic findings of the adjustments in his insurance coverage, rather than find a solution, Mr. ************* (*********) (***********) chose to personally attack the character of Mr. Christopher M**********. Rather than finding solutions for his personal insurance, Mr. ************* (*********) (***********) chose to voice himself on several 3rd party online platforms, the Nevada State Division of Insurance, Farmers Insurance Group, the Better Business Bureau website, and this platform, with written conflicting stores and overall fabrication of actual real life documented events, presented with malice and ill intent toward the well-being, character and livelihood of Mr. Christopher M**********. We have only been met with more continued fabrication and manipulation of the truth as documented in the reviews, complaints and emails sent by Mr. ************* (*********) (***********) directly to several 3rd party online social media platforms, the Nevada State Division of Insurance, Farmers Insurance Group, the Better Business Bureau we, and this platform. The continued refabrication of events clearly shows that Mr. ************* (*********) (***********) intent is to not fix an insurance error, but to defame the credibility of Mr. Christopher M********** as a businessperson. Mr. ************* (*********) (***********) continues to show malice by rehashing previous events to fit a fictional narrative in a continued defamatory attempt to attack the character, and creditability of Mr. Christopher M**********. Our goal is only to find resolution or balance to this complaint, and subsequent complaints made by Mr. ************* (*********) (***********). Once the full cycle of written, oral and verbal complaint comes to fruition with time, we will present one final update as to the outcome of such complaints made toward Mr. Christopher M********** with greater scope and clarity. Thank you for your help in providing a platform for Nevada businesses to represent and defend themselves If anyone needs my assistance, I'm available at my office listed below during regular business hours. Respectfully Christopher M********** ************ (O) ************ (F) Farmers Insurance Agency Owner ***** S. Eastern Ave Suite *** Henderson, NV ***** www.*************.com 09.12.2022 Consumer Response /* (2000, 36, 2022/09/13) */ I accept this decision. There has been a huge misunderstanding between me, Farmers, and my agent. Now that I see the clearer picture with the documents presented, I will be in the process of withdrawing all my complaints and reviews against this agent. The whole confusion started with a Farmers agent supervisor named Amy telling me that a discount for scientist and howeowner was taken out of my premium that I didn't qualify for. She told me that Chris put this on my premium as a mistake, when I shouldn't have qualified for it. I then saw that my statements seem like it was a lot higher than my original contract. Now I realized that it balanced out because my late payment was spread out from the original contract to the new one. Hence this was explained to me by an agent over the phone today. I apologize for overreacting since I initially felt ripped off from the conflicting information brought upon me. I didn't mean to lash out with my agent with my initial negative experience of not being properly informed of my higher rates. The way Amy made it sound was that by missing a docusign, I was removed from a discount and my rates went up by over $300+. She made it sound like it was my agents negligence that caused this. When I was told this, I got really frustrated and voiced my honest experience on different formats. It wasn't out of malice, but out of frustration of my honest experience of feeling ripped off. Overall I have seen the clarity of my mistakes. I feel really awkward with the heated exchanges with my agent Chris and would like to apologize on my behalf. By writing this, I'd like to offer a truce between us. I'm sure, he's still upset on the matter. But do realize that speaking to several representatives from Farmers, I was given several conflicting information. With misinformation, there is confusion. Having confusion causes an overreaction. I will now move forward and learn from this. Thank you for clarifying. By the way, there is one final thing I have to point out. I just found out that my bank is going to chargeback payments made from April and May to Farmers. I disputed this way back on August the 1st when my mind wasn't clear. I didn't know my bank would dispute the whole amount. Its pending right now, but will chargeback on my farmers premium in a day or two. When that happens, I will take care of the whole amount again with my credit card payment. I sincerely apologize for all this. Thank you again for all the clarification and getting to the bottom of this huge mess.

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