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Business Profile

Insurance Agency

SmartFinancial

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Insurance Agency.

Complaints

This profile includes complaints for SmartFinancial's headquarters and its corporate-owned locations. To view all corporate locations, see

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SmartFinancial has 3 locations, listed below.

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    Customer Complaints Summary

    • 55 total complaints in the last 3 years.
    • 14 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/20/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.

      On May 20, 2025, I entered my phone number once on a health insurance quote site affiliated with SmartFinancial.com.

      Within minutes, I began receiving nonstop spam calls — 2 to 3 per minute — from dozens of insurance agents using different numbers.

      This is clearly a result of my data being sold or distributed widely without proper warning or meaningful consent.

      I contacted SmartFinancial directly and requested deletion of my data and to be added to their internal Do Not Contact list. While they acknowledged the request, the calls continued.



      I believe their website uses deceptive consent language and engages in unethical lead-generation practices, exposing users to harassment. This has severely disrupted my daily life and work.

       

      Business Response

      Date: 05/21/2025

      Thank you for sending over your request.  We have added your number to our internal do not contact list and requested that your information be deleted.  Please be advised that it may take up to 10 days to be removed from all of our systems.  Have a nice day.

    • Initial Complaint

      Date:04/21/2025

      Type:Product Issues
      Status:
      Answered
      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.

      Complaint Against Smart Financial – Misrepresentation and Deceptive Practices


      I'm filing a complaint against Smart Financial for deceptive business practices related to their life insurance leads.



      I paid a $1,500 upfront deposit, which was deducted per lead—$55 for live transfers and $15 for data leads. Since I wasn’t paying per lead individually, they had full control over how quickly to drain my balance. They enforced a minimum of 3 leads per day, encouraging poor-quality leads just to meet quota.

      I was promised exclusive, live-transfer leads from people actively seeking life insurance. Instead, I received calls from individuals—often from low-income or Section 8 housing—who clearly had no interest and said they never requested quotes.

      I specifically asked my account manager, ******** ****, to apply filters to avoid certain zip codes and to target leads with a minimum financial profile. Those filters were never applied, and the poor lead quality continued.

      When I raised concerns, Mr. **** emphasized their lead minimum policy and became combative when I canceled. He also refused refunds, stating they're only available to paying members, which seems like a tactic to pressure agents to stay subscribed.


      I did close one policy with a client who gave banking info, but they went silent the moment I canceled—raising serious doubts about whether that lead was real.

      I was originally told call recordings would be deleted after 30 days, but later shown how to access them. I downloaded recordings of leads hanging up or denying they ever requested info, proving the leads weren’t as described. I attempted to upload them here but couldn't—please advise where I can submit them.


      I’m requesting a full refund for bad and possibly fraudulent leads and urge the BBB to investigate Smart Financial’s misleading practices.

      If needed, I can provide access to my account for verification.


      Thank you,
      ******

      Business Response

      Date: 04/28/2025

      We have provided you with insurance leads and calls pursuant to our terms of service and have made every effort to work with you.  We are unable to provide you with a full refund as your funds were used to generate leads for you.  We would be happy to work with you to help you write more business.  Please contact our team to discuss options.

      Thanks, 

      SmartFinancial

      Customer Answer

      Date: 04/28/2025

      ************

      I am rejecting this response for the following reasons:
      It does not address the issue of fake calls and fake leads.
      It does not offer a refund.
      It does not acknowledge or stop their predatory practice of requiring a $1,500 down payment, deducting it from your ledger, and enforcing a policy that mandates a minimum of three leads per day, which quickly drains your balance.
      They withdraw money directly from your bank account but refuse to refund for fake calls — even when it's obvious the calls are invalid — simply because they lasted over five minutes. This appears to be a deliberate grift.
      They failed to honor my request for leads only in specific zip codes. Instead, they continued sending leads from incorrect areas. Once I stopped paying, they conveniently stopped sending any leads from the correct zip codes altogether.
      I specifically requested that if they sent leads from Tennessee, they must come from particular zip codes, as recorded in SmartFinancial’s zip code log book. They ignored this, especially once they knew I was no longer paying.
      I demand a full refund. I will not stop pursuing this matter until I receive my money back and appropriate action is taken against SmartFinancial for their deceptive and unethical business practices.

      Regards,



      ****** *******

      Business Response

      Date: 04/28/2025

      100% of our leads are generated in house through our own marketing efforts.  We have a very easy to understand return policy and our team is happy to work with you to make sure the leads work for you.  I would encourage you to talk with your account manager, who will work with you to make sure you are achieving the results you are looking for.  Our team reached out to you recently and we would be very happy to work with you.  Please let us know.  SmartFinancial.

       

       

      Business Response

      Date: 04/30/2025

      You can find out terms of service here:  *********************************************  We have been very transparent and are willing to work with him to find common ground.  He has refused to talk with our team and has been demanding a refund and won't even discuss anything other than that.

    • Initial Complaint

      Date:04/17/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      I contracted Smart Financial in 2021, fast forward to today they are still constantly calling me till this day at leas 15+ calls per day as well as emails. They fill up my voicemail in a day. I constantly have to deleted and clear the voicemail everyday. I use my phone for work and I have requested multiple times for them to put me on the do not call list and to delete my data. Till this day this has not happened. As for the leads they sell, lots and lots of them were fake or disconnected number, and if you did reach someone you were the 100+ person calling that day, this possibly means they sold 1 lead 100+ times, that don't make any sense. I'm even registered in the do not call list and they don't care. At this time I am asking again to remove my number and data, I will never do business with Smart Financial again.

      Business Response

      Date: 04/17/2025

      Thank you for sending over your request.  I have added your number to our internal do not contact list and requested that your information be deleted from all of our systems.

      Have a nice day.

      SmartFinancial


    • Initial Complaint

      Date:03/21/2025

      Type:Product Issues
      Status:
      Answered
      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.
      On Feb 17, 2025 . I signed up after being told all these great things by the salesperson but after speaking with the account manager who casts some doubt and didnt line up with the salesperson. I then ended up looking at the reviews and my god were they horrible. I decided to cancel the same day and request a refund. To this date a month later and no refund, the guy who said he was a manager has not answered calls. I would like for my refund to be processed immediately .

      Business Response

      Date: 03/21/2025

      Thank you for reaching out with your concerns.  An expedited refund has been processed.  You should receive your refund within 3-5 business days.  We are very sorry for the delay. 

      Have a nice day.

      SmartFinancial

    • Initial Complaint

      Date:03/19/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Signed up to get an insurance quote and started getting numerous spam calls. Do not give a phone number to this company. Please remove my information from your websites and put me on a do not call list.

      Business Response

      Date: 03/19/2025

      Thank you for contacting us with your request.  We have added your number to our internal do not contact list and requested that your information be deleted.  Please be advised that it may take up to 30 days to be removed from all of our systems.

      Have a nice day.

      SmartFinancial

    • Initial Complaint

      Date:02/20/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Spoke to ***** yesterday 02/19 at 4:23pm who described a higher conversion rate than the conversion rate given by the Account Manager at 5:01pm during the attempted set up. There was also some different information provided when asked about the lead volume. I cancelled the set up and told them to refund my money. I was told a manager would call and no one did. I made five phone calls this morning and no one answered or return my call but they were able to answer yesterday. I also sent three emails. I do not have access to their platform and have never logged in. I would like a refund as their platform was never used due to deception in the sales process.

      Business Response

      Date: 02/25/2025

      Thank you for contacting us with your concerns.  Your refund request has been approved is being processed by our team.  Should you have any questions or need assistance, please let us know.

      Thank you again, 

      SmartFinancial.

      Customer Answer

      Date: 03/04/2025

      BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

      ********************, ****** 22966413SmartFinancialMar 4, 2025 11:20 AM

    • Initial Complaint

      Date:01/16/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      This company, in conjunction with its parent company are spamming my email like crazy. The unsubscribe buttons in the emails are non functional and take me to the same page for unsubscribe and just get more the next day. Please immediately contact all of your ad partners to manually remove my contact info from their databases. If you feel this is not you can can give me the affiliate contact that you paid for service.

      Business Response

      Date: 01/16/2025

      Thank you for sending over your request.  I have added your number to our internal do not contact list and requested that your information be deleted.  Please be advised that it may take up to 10 days to be removed from all of our systems.

      Have a nice day.

       

      Business Response

      Date: 01/16/2025

      Thank you for sending over your request.  I have added your number to our internal do not contact list and requested that your information be deleted.  Please be advised that it may take up to 10 days to be removed from all of our systems.

      Have a nice day.

       

      Customer Answer

      Date: 01/16/2025

      *****

      My email has already been submitted for removal multiple times. This is clearly by design. Please confirm immediate removal. If you need to end all marketing campaigns for the next 10 days to ensure I don't receive another email that would be fine.

      Regards,




      **** ******

    • Initial Complaint

      Date:12/03/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Employees from the company will not stop calling my phone. I never requested an insurance quote and they have an incorrect name attached to my number. My phone number has been registered on the Do Not Call registry.

      Business Response

      Date: 12/11/2024

      Thank you for sending over your request.  We have added your number to our internal do not contact list and requested that your information be deleted.  Please be advised that it may take up to 30 days to be removed from all of our systems.

      Have a nice day.

      SmartFinancial.

    • Initial Complaint

      Date:10/30/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Pursued some information and now get three calls an hour. Need to be removed from the call list. This is not right.

      Business Response

      Date: 10/30/2024

      Thank you for sending over your request.  I have added your number to our internal do not contact list and requested that your information be deleted.  Please be advised that it may take up to 30 days to be removed from all of our systems.

      Have a nice day.

      SmartFinancial

    • Initial Complaint

      Date:10/22/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      They will NOT Stop calling. I keep getting 25+ phone calls per day. I need my phone for work calls, so I can't turn my phone off. This is ridiculous. Stop Calling Me!!!! I have asked to be put on NO CALL list. But the calls keep coming......

      Business Response

      Date: 10/23/2024

      Thank you for sending over your request.  I have added your number to our internal do not contact list and requested that your information be deleted.  Please be advised that it may take up to 30 days to be removed from all of our systems.

      Have a nice day.

      SmartFinancial

      Customer Answer

      Date: 10/23/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      Better Business Bureau:



      I accept the business's response to resolve this complaint.



      Regards,



      **** *****

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