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.
