1 /5 Jay: I am saddened to have to write this review for Candace Kistner’s office. We have been long time client’s of Candace since we moved to California 17 year ago. We have multiple policies with her including 4 cars and 3 home insurance policies and have been very happy with her and I’ve liked her as a person. It is unfortunate their office has had multiple mistakes more recently but this review is in response to one massive error on their part that has now resulted in cancellation of our home owner’s policy and not able to reinstate our home owner’s insurance.
To provide a little more information. All our accounts have been on automatic payment for years. We purchased a new car and needed to add it to our policies. A couple days later they reached out that credit card had expired and they texted me twice to let me know it had expired and we needed an updated credit card to get this car on our account. We updated the credit card on file and the new policy was started. About a week later I received two text messages from Candace Kistner’s office stating our account was past due. I called and spoke with a member of their team, Tim, and inquired what was past due. He stated there was no amount past due and all our accounts were up to date. I questioned and said why would I receive a text message from your office stating it was past due (I have verification of the call logs). Turns out he must have only looked at the auto policy and overlooked our home owner’s policies.
Two months later we received a notice our home owner’s policies had been cancelled and State Farm is no longer issuing home owner’s policies in California due to the increased cost to State Farm and we are without coverage. I called Candace’s office immediately and she was out on vacation and no one in the office could provide me with additional information. You would think if you knew your company was no longer issuing home owner’s policies and if you have a long term client that has multiple policies all on autopay that if the office receives a notice of cancellation of a policy you would try to reach out to this person. This is extremely stressful to realize you are at risk that you could not insure your home. When I did finally talk with Candace, she just said sorry there is nothing she can do and actually got irritated with me on the phone for inquiring more than once if there was anything else we can do to reinstate the policies. It is quite unfortunate to see this level of customer service and lack of attention to detail and not taking ownership or doing anything to help when your team causes such an egregious oversight with drastic consequences. Sadly, over the years it has become more and more difficult to speak with an agent and I actually haven’t had communication with Candace in years. I have tried to schedule reviews with her, but she is only in the office and available a couple days a week for very limited hours.
