3 /5 Sherrie Villenurve: A Long-time Loyal Customers Recent Experience: Learning Curve Needed
Ive been a dedicated customer at this location for many years, and I always appreciated the level of service I received. However, I recently faced a couple of issues—one pertaining to billing and another regarding a driver still listed on my policy when they should have been removed.
When I reached out for assistance, I spoke with a representative who, unfortunately, seemed overwhelmed and uncertain. She stated she could only handle one issue at a time, which further complicated the discussion. It felt as though she might either need more training or simply some extra support to tackle customer concerns effectively.
I’ve been a loyal customer for several years, relying on this location for a range of policies. I can’t emphasize this enough—past staff members were consistently attentive, knowledgeable, and skillful in resolving issues seamlessly. Their level of customer service used to be exceptional, making every interaction smooth and reassuring. Unfortunately, my recent experiences tell a different story.
I have noticed a decline in what was once a solid customer service experience. My attempts to seek assistance have often resulted in longer wait times and, more often than not, a lack of resolution to my inquiries.
To add to my frustration, I have also seen significant price increases with little justification. As a result, I have recently decided to cancel 3 out of the 5 policies I held with this location. It’s a tough decision, as I appreciated the service I once received, but I feel that value and customer support have diminished to an unsatisfactory level.
I hope that management takes note of these changes and works to restore the commendable customer service that was once a hallmark of this location. Until then, I find myself searching elsewhere for both better pricing and the attentive service that I need and deserve.
