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| - Negative reviews are vital to the success of a business because its a tool to strengthen any weaknesses and gives the business a chance to improve and better serve customers. With that said, I don't think it was very professional for Adam to contact me, basically asking me to alter/take the review off as opposed to trying to resolve anything. After all, everything has already happened and there was nothing left for him to fix other than to improve the customer service, accuracy, knowledge, and efficiency of his staff. His "several attempts" of contacting me consisted of two phone calls and a text message. Again, he was more concerned about taking the review off than actually resolving anything. The tone in his voice was more of an angry voice than caring. I also received a call from a lady from his office and of course, her goal was for me to take my review off. After I told her that I was not going to take my review off, her voice changed from being really friendly to a very rude voice. She also reminded me that they can cut my policy off anytime they desired (basically threatening me) - in response, I told her that I was already with Progressive. Adam also mentioned that Karissa was fired - this was none of my business and what happened to any confidentiality? He made it seem like she got fired because of my review, which I'm almost positive isn't the case. So to correct Adam, those "several attempts" were not "failed" as I did answer the two times that I received calls from the office. I do admit that I did have two claims within a short period of time but isn't that what insurance is for? After all, the company strives to maintain the "Like a good neighbor, Statefarm is there" value. To correct Adam again, none of these claims were handled "professionally.. and with extreme ease." On my first claim, I did text Adam, which I still have the text message and his response was ".. call the office.. and they can help you out." I ended up calling the office and they just directed me to the 800 state farm number. That was only the beginning of my nightmare. The towing company from State Farm took forever to pick up my car - the time frame that they gave me was not even close to when they finally picked up the car (though this might be the towing company's fault but they should pick a better company if this was the case). After my car was dropped off to the body shop, the adjustor showed up days later. After they have agreed on a price, I ended up waiting about a couple weeks for the body shop to start repairing my car. It would've taken longer if I had not called the 800 State Farm as I was wondering where the check was for the body shop. Come to find out from the representative that I spoke with is that the adjustor forgot to process the check to the body shop and she was very concerned and confused herself on why that happened. She expedited the whole fund-sending process. I ended up paying more on my car rental due to this and I'm guessing that the "severity/complexity" was too small to cause any concerns. In this instance, I did end up talking to a manager and his boss from their call center - exactly the opposite of what Adam had accused me of not talking to a person with authority. My second claim was also just as bad, if worse. Long story short, they forgot to send the check and only realized it after I inquired on what was taking so long. The call center expedited this process and like previously, she had no idea why it had taken almost a month for the check to be sent after everything has already been processed. I don't know the agency's definition of "professional" and "ease" but based on my experience, this was not the case at all with either claims. I completely understand that "answers aren't always available at the time requested" but the thing of the matter is, we never got a call back when the representative from his store promised that we would get an answer. There was even one instance when Adam himself answered the phone and he said that one of his staff was the one working on the case and that they would call us back. As expected, no phone call; therefore, it does not matter that every piece of literature has his "direct email address and personal cell phone number." If his staff was still researching any questions that were asked, I think it would've been more professional and appreciated if updates were given to us but nothing. I personally think that Adam's response to my review was very unprofessional because it was more of an "attack" gesture as he talked about private customer (me) details. It's evident that there is no confidentiality in his office. It is not true that they "welcome the opportunity to restore [my] confidence with [his] agency" because I have already received a letter that I am unable to renew my policy with them. In conclusion please use this review as an opportunity to improve your credibility and actually follow the company's statement of "being a good neighbor."
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