2 /5 Mahmoud Fouly: I’ve been a customer with this office for about 10 years and had no claims during that time. For the better part of the decade, they were reliable and easy to work with. Unfortunately, that has changed in the past few months, and the level of service has declined significantly.
A few months ago, I experienced a billing discrepancy that went unresolved for so long that my policy was canceled—without proper notice. To make matters worse, the cancellation notices were sent to an incorrect address, despite the fact that they insure my home and should absolutely have the correct information on file. No one took accountability, and I was made to feel like it was somehow my fault.
Most recently, I contacted them about another billing issue. I reached out on a Wednesday, followed up on Friday (was told I’d get a response that day—nothing), and followed up again on Monday—still no reply. There was no communication, no explanation of what was being done to resolve the issue, and no transparency. Eventually, I was told they couldn’t figure out the cause of the billing discrepancy and offered to cancel and rewrite the policy. That’s not a solution….that’s mismanagement.
I’ve since transferred my policy to another State Farm agent. I really hope this team gets it together soon because it’s disappointing to see a once-reliable agent fall off like this.
