Paul Bertino: Allstate Insurance - Joliet (IL)

1 /5 Bob Stone: The worst customer service! This agency was originally owned by a friend and he wrote our Commercial Auto Policy. After our friend sold the agency it has been nothing but a nightmare dealing with the Bertino employees. Most times they won’t return phone calls, and when they do they hadn’t bothered to listen to the messages left. The owner of our company contacted their office to cancel our policy when we moved our business out of state. The owner was told “you’re not on the policy, so you can’t cancel it”, obviously, the owner was dumbfounded. After several other attempts to reach someone to only get voice mail, I had to return to Chicago so I decided to stop in the office personally. There, I spoke to Rick in the Montgomery office and explained we had moved and need to cancel our current policy. He looked up our policy, typed something into his computer, asked when the new policy took effect, and entered something else and stated “ok, I took care of it and I entered the new policy effective date so your refund should go back to that date.” Great, I left the office thinking another task finished. Ah, but no! The following month we were auto-billed once again for the premium. I contacted their office and, once again, getting no answer, I left a voicemail. The woman who called me back told me she would get the message to Rick. I did not hear back for 3 three days so I called again. This time I called the Montgomery office number and Rick answers the phone. After identifying myself and explaining what’s going on, he stated “oh yeah, you came in here last month, well let me check”. He came back and said he needed to look something up and would call me right back. 2 days later I still didn’t get that call. So, again I called, no answer, leave a voicemail. By now, I’m steamed. A woman called back, and again, did not listen to the vm left. After explaining what’s been happening she told me I had to call Allstate Business Center – they have no one that handles commercial policies. Wait? What? Why wasn’t I told this from the beginning? I contacted Allstate Business and after having to explain all that had transpired, the agent there took care of cancelling the policy and processing the refund. I even got an email confirming. It helps when you speak to a professional. Bottom line, don’t go near this agency if you want any kind of customer service.

5 /5 Kim Swanson: Paul has been very responsive and helpful in getting me the most reasonable insurance rates. I am very satisfied with his service.

1 /5 CC Davis: I am very dissatisfied by the lack of response to my continual calls and text to my Agent, Paul Bertino and his office. But more importantly I’m not getting the issues with my policy resolved. I have been calling for weeks(beginning of June) to inform Paul that my bank account was hacked and the bank had to shut down my account and to figure out how to make alternative payments, so my payment wouldn’t be late.. Now my policy was changed and increased due to the lack of response. I even called several times while I was in NY on vacation ( 6/22-7/11) and spoke to Rick, Office Manager and explained everything to him and that I made payments after my account was fixed. I also provided him with the bank account info to put my policy back on auto and back to the discounted amount. He said he would handle. He stated that Paul would call me on July 5th, which he didn’t. Then Paul called me on Saturday saying he would only be in the office for a few minutes and talking like he knew nothing about my account. Paul also said we would talk this week (July 10th) and I hadn’t heard anything from Paul, once again! I continue to call Paul and the Office to get this matter resolved. I went to my mobile app to make a a payment on August 2nd to discover my auto policy had been cancelled on July 10th. I had been driving without auto insurance for almost a month without any communication from Paul and his office. Also with no response to my numerous calls and texts. I had to immediately get auto insurance from Progressive after having auto insurance with ALLSTATE for almost 20 years. This has never happen in all this time until I was involuntarily transferred to Paul’s office. I went ahead and paid my Condo policy with ALLSTATE. Which I will probably bundle once I get everything worked out. I definitely do NOT want Paul Bertino to be my agent. I left Paul a message on August 2nd and Paul had the audacity to call me on August 7th making excuses and blaming his staff, which was unacceptable. I then ask for Paul’s supervisor name, number and email address which Paul would NOT provide. I even ask for a Corporate number. The Corporate number provided to me prior by the office only rings back to Paul’s office, so there appears to be no way to escalate this terrible service. I have yet to heard back from Paul or his supervisor. Therefore I will be writing a letter to the CEO of ALLSTATE disclosing this very poor representation of it’s company! EXTREMELY DISSATISFIED CUSTOMER

1 /5 Wilfrido Cabada: I called to cancel my policy months ago, Agent decided to temporarily suspend the policy, now im getting charged to renew a policy I called to cancel, meaning I never got my full refund from cancellation

5 /5 j rosario gutierrez: For me Allstate is a good agency that has Always responded to the complaints I have had and tries to get me savings on my car policy.