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  • November 24, 2009

    You have my money & I got your terrible service

    In August, I needed to purchase insurance for my new home. I went to Allstate located at 7002 3rd Avenue in Bay Ridge, Brooklyn at the recommendation of a friend. I purchased home insurance through them to another company (CastlePoint Insurance Co). Since Bay Ridge had a tornado blow through it a few years ago, we are in a tornado zone and places like AllState don’t insure Bay Ridge.

    In August, I gave the agent a check for $1500.00 and I get a letter for Chase Home Mortgage Company so I can get to closing. I thought I was done and my insurance was set up.

    Apparently not since I am writing about it on November 23rd, right?

    In September, after I moved into this beautiful home, I got a call on my cell that my insurance was being canceled because I didn’t pay for it. I immediately called AllState and got their machine. I left a message for the owner. The following day I left another detailed message for the owner. I also called CastlePoint to let them know that I paid in full by check and that the agent at Allstate has it.

    In October, I got a check in the mail from CastlePoint Insurance for $1,300.00 and it just said policy cancelled. My escrow account tried to cover the unpaid insurance fee, but it was too late, Castlepoint cancelled my insurance because they didn’t receive the check I gave the agent. I called the agent to ask for help and she told me that the policy was valid and not cancelled. I visited the AllState office three Fridays in a row with Leon. Each time, the other employees assured me that the account would be updated and our insurance would be restored. The agent never said she lost the check, she said she sent it in.  Leon called the partners at Allstate and left messages on their voice mail. No phone calls were returned.

    On 11/6, we wrote Paul a letter to let him know that we called and didn’t hear back from him, that the agent wasn’t meeting our needs (to have insurance) and that our bank charged us $30 to cancel the check they lost. A few days later, Paul’s partner (Sally?) left a polite message on our machine saying that we would receive reimbursement for the bank fees ($30). As of 11/23 we hadn’t heard from Paul. If I do, I will update this post.
    Today (11/23), I got a letter from Chase Home Mortgage stating that since we had no insurance, our mortgage would be cancelled. I called Paul Liguori and he actually answered the phone today. Yet, he claimed he couldn’t hear me on my cell. I was in a quiet room and I read him numbers that apparently he could easily hear. When I told him that we wrote him a letter and he hasn’t responded yet, he said he couldn’t hear. I hang up with Paul and call Chase’s insurance department to ask some questions. They told me that agents know that they need to contact the bank when insurance lapses.

    I call Paul back and he calls me Kathleen…..KATHLEEN?? And that my friends is when I realized that Paul, his agent and this Allstate office got my money and I got terrible service in return. There’s no reason for them to provide good service to me, they got my money already. So the rest of the conversation goes like this: Paul: “I’m going to take care of this and I’ll get back to you. What did you say? I can’t hear you – it’s a bad connection.” Me: “I didn’t say anything. I was listening to you.”

    If I do business with someone shouldn’t they know my name?

    Should getting home insurance involve more than 10 phone calls and more than four in person meetings? I don’t think so.

    And the money that came from my escrow account, should probably be returned, right? I mean I’ll need to pay insurance and other fees with in the coming year, right?

    Hugs,
    marlene

    Topics: Uncategorized | 2 Comments »

    2 Responses to “You have my money & I got your terrible service”

    1. Grumblebot Says:
      November 24th, 2009 at 4:38 pm

      Wow! I’d be furious!. I made 10 phone calls at the beginning when we bought our house. I called 4 back and finally settled on one who I never had to call again unless I had questions. (Like the day I found out that Flood Insurance is not part of the escrow account!)
      I hope you get your insurance needs sorted out quickly and that you can enjoy your Thanksgiving in your beautiful home.

    2. Queen of the Click Says:
      November 25th, 2009 at 1:11 am

      Thank you so much. I don’t get why it has to be such a long and drawn out process. It’s just insurance and all of the places around here have the same rate.

      Again, thanks for your kind words.

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