Hello, My name is Jacqueline and earlier this year I signed up with Allstate for renters and auto insurance. My agent is Jennifer Robles in Fairfield, California. My initial experience with Allstate went great, Jennifer seemed to be on top of everything, but that all changed when I was hit by a former police officer who ran a red light. The accident happened on 07/25/2021. A week later my car was towed to the body shop and I did not get my car back from the body shop until 10/15/2021. There were several delays in the adjuster making it to the dealership to appraise my vehicle, apparently they had canceled a few times. At that point I was trying to understand what was going on and get the status of my car and when I called my claims adjusted she either never answered the phone or didn't return my call for 2-3 days. Having gotten nowhere I reached out to my broker and she told me, "Jacqui,I don't know what you want me to do" The person I pay $390.00 a month for 2 vehicles told me this. I felt like I was working for myself, I felt hopeless, like Jennifer did not care about what was happening. At this point my car was at the body shop for a month and I was spending over $200 in gas a week. I informed Jennifer this was the case and she offered to send me gift cards. I never got the gift cards until a week ago which is when I put in another complaint about her service. Jennifer sounds like a great person, but her lack of skills and compassions shows. She takes numerous days to follow up with me on items, she does NOT put the customer first. I would have expected her to tell me, "let me see what I can do" Even if she has no pull, customers want to know that we are taken care of and our service is valued, I did not get that from Jennifer. I am frustrated by the way Jennifer treated me, I come from a customer service background and she is lacking in this area. I have never had so many issues with my insurance company in my years behind the wheel. My claims representative said she was going to do things and didn't do them. I then talked to an adjuster and asked for a manager to help and he would not send me to a manager. This former cop hit me and my kids by running a red light and all I got was letters from Allstate stating that he won and it's now going to go against my insurance. NO ONE tried to help me through this, NO ONE asked me for additional information or made suggestions on how we could fight this case together. I am appalled at how you are still in business. I then worked with Jennifer to get my windshield replaced, I had to tell Jennifer how her company worked when claiming my windshield. Because your company did not pick up the phone after leaving several messages, I had to pay out of pocket for my entire windshield and still have not gotten reimbursement for this or even a status because no one is answering their phone or replying to my emails. Again Jennifer said she would follow up in a few days and she hasn't. This has been by far the worst experience I have ever gone through with my car insurance. Allstate did not support me in any aspect of this accident or claim. Please note, I will be taking my complaint to the Better Business Bureau and the California Department of Insurance. I have since cancelled my insurance with Allstate. read more

The rudest person ever helped me. I called to process a payment. Current location I normally go to is closing. So I called the next closest location to see if I could get help and the first question I asked this lady gave me the nastiest response. I let her no she didn't have to be rude and she replied im not and I will be hanging up the phone. I asked her for her manager name she completely ignored me and then hung the phone up. I called back 5 times. My call was not answered. There's a reason why this Allstate has basically no stars. Disgusting customer service. The nastiest customer service I have ever had in my life. If I could give a negative rating to this agent I would. read more

I, too, have been with this agent for years and years. When I moved to Sacramento, they were so good I kept them as my agent. Fast friendly service and the claims process is as easy and as close to instant as it gets. I highly recommend the roadside assistance program as well. I had a flat in the middle of the AZ desert at 3am on Christmas day. I figured I was well and truly stuck, right? Nope! An hour later I was repaired and on my way! Thanks, Allstate! read more

Unprofessional, very rude, staff either smells of smoke or alcohol sometimes both. Mr mraz never returns phone calls, our insurance cancelled due to agent error as stated by his wife (who doesn't think to highly of her own husband). If both Mr mraz and his wife quit drinking so much things would get done. Thankfully we have a great new agent. read more

We've been with Allstate for decades and they have always gone above and beyond to help and they are very pleasant to do business with. I would highly recommend them. read more

Don't know what happened to this office's personnel. We've been with Allstate since 2002 mostly in Texas. We come out here in 2009 & of course this office is not really the same welcome feeling as those of our Agents in Texas. This should have been our first sign. We are paper billed persons and we didn't get our bill for 2 months, My husband called to find out why and we were told we were cancelled for the last 2 months. Nothing in writing, nothing by way of email nor any calls. Who ever was answering my spouse's call in this office, was pretty rude indicating "they" called us (we looked on our phone log and no calls from Allstate) and "they" didn't have our email address...Really? I have information they sent me (by email) regarding a quote for my nieces car.. Did we ever get any notification by way of mail? NO...but than again they probably didn't have our address any longer seeing how we stopped getting our bills. Note to Mr. John Mraz...I think your staff is either underpaid or mad at you. Signed....Thank you GOD.. we found another insurance home:) read more

This office is unprofessional and very rude. I have been with Allstate for 4 years, and starting in August I experienced the worst customer in history. In June this year, I called to add a new car to my policy and make changes to my other two cars coverage. Linda made the changes to policy but failed to mention the financial changes that would occur in August. There was a few conversation between myself and Linda and I know I asked at least once what would my new payment I never got an answer. It wasn't until August when $574.00 was being debited out of my account from Allstate that I found out.Upon notice, I called Linda and asked her what was going on, why was the payment for this month more. Linda impolitely told me that she discussed this with me during a phone call. And I told her that she didn't she went back and forth with me until I decided to disconnect the call. I canceled the payment and canceled the auto withdrawals from my checking account and made another payment for what my bill should have been. For the month of October, I get a bill $1000 plus, I called Linda and asked for an explanation and again she was uncivil naturally we went back in forth then Linda decided to hang up in my face. I called back countless times and each time Linda or Cindy would hang up. When Linda finally decided to answer and speak I enlightened Linda saying she's is a rude disrespectful unprofessional B**** and to make sure she had John Marz call me as soon as he get's in the office. Around 11 ish I received a voicemail for Mr. Marz saying he'd make himself available to me for 15 more mins "if" I wanted to call him back. When he hung an up or so he thought, there was an unprofessional conversation involving Mr.Marz, Linda, and Cindy about me the paying customer. After hearing the recorded conversation about myself I emailed Mr. Marz informing him of the 3 min long voicemail made a complaint with the BBB called cooperate and canceled my policy. Needless to say, I have not heard from John Marz offering an explanation or apology. And I refuse to do business with anyone who does not appreciate or respect me as a customer. Their slogan is false, I was not in good hands. read more