I recently switched to this insurance agency and Mickena Kendrick's and her staff are great. Very…read moreprofessional and very easy to get in touch with. My last insurance agency would keep me on hold for 15-20 min but this staff gets to work on my file on the first contact. I highly recommend this agency

I contacted American Family via the 1-800 to cancel my existing auto insurance policy on 7/17/19…read more I was advised that I would need to send an email to the agent at the local office in Lagrange, Georgia to have the policy cancelled. I sent an email to the email address provided. I followed up with a phone call to the Lagrange, GA agent Kelly Elliot on 7/26/19. I spoke directly to Kelly and she advised she had not received the 7/17/19 email. She sent me an email and asked that I respond with a request for cancellation. I did exactly as she asked shortly after speaking with her. Today, 8/6/19 I emailed Kelly again to verify that the policy was cancelled. I received a call from Kelly shortly after sending the email. Her message stated she needed to speak with me to confirm I wanted the policy cancelled. At this point I've spoken to Kelly AND emailed her twice about cancelling the policy so I'm more then a little frustrated. I returned her call this morning and communicated my frustration. Kelly then stated she had not received any email requesting cancellation. That's odd because that's what prompted her call to me at 10:57am this morning. She then stated she always wants to verbally confirm cancellation I said "Isn't that what we did on 7/26/19 when we spoke?" At this point she appears to be frustrated because it's obvious she failed to follow through after our 7/26/19 conversation and my subsequent email. Kelly Elliot was rude, unprofessional and hopefully not representative of what American Family stands for. SHE failed to do what she was asked to do both verbally AND in writing. Her rudeness was unnecessary and truly uncalled for. American Family might want to remind their agents they NEED customers to remain in business. I will expect the refund I am owed and requested on 7/17/19 to be immediately processed.

From the owner: We are located at 1 E Lafayette Square in Downtown LaGrange…read more Email mary.mcdaniel@amfam.com

Only worried about selling policies and getting a commission…read more Was sold a policy may 2nd that wasn't suppose to start until may 22nd and I had them reaffirm multiple times that since I was being billed may 2nd that I wouldn't be billed again until June 22nd. They agreed multiple times that was the case... may 22nd rolls around and they try to take the original payment again. I call them may 23rd and they said I was right and they had no clue what happened and they "fixed" it. Also emailed me my insurance card since I couldn't find it. May 25th rolls around and I get an email saying my policy was cancelled on the 23rd. So I had been driving all Memorial Day weekend around with no insurance in the day and age where cops have tag readers and just have to pass you to know you don't have insurance. I call southern harvest and they contact me back saying they found out why my insurance was cancelled. It's because I didn't provide proof of prior insurance. Send them the photos of proof of prior insurance. My prior insurance was Bristol west and I got an additional discount for going paperless (most companies do that these days) I had my most prior insurance card from them but they wanted it further back... which when you have to login to pull up insurance information you know those hyperlinks don't last forever... so I sent pictures from my email where I was paying them insurance for a 12 Nissan Altima (same thing I'm insuring) they say that's not proof enough... end up contacting verve myself and they were plenty fine with what I had but wanted to charge me $50 something to reinstate the policy but no one ever told me they needed proof of prior insurance before then so I wasn't paying the fee. Verve said southern harvest had my money; southern harvest said verve has it... I paid southern harvest. went back and forth for while and I'll get my money back in 6 weeks. Don't use these little middleman insurance peddlers just worried about a commission.

below is the email I have been trying to get a hold of the vice president regarding my experience…read more Dear Ms. Pannell, I hope you are doing well. My name is Gabrielle Scahill, and your District Manager, Tonya Barnes, provided me with your contact information. She also mentioned that she would be sharing my information with you because I requested the opportunity to speak with you regarding the experience I had today with Southern Harvest Insurance. I have worked in the insurance industry for nearly 10 years, and I can honestly say that I have never experienced the level of poor customer service, lack of professionalism, and negligence that I encountered today with both Natasha Nelson and Tonya Barnes. During my initial conversation with Natasha Nelson, she quoted me a premium and confirmed that this would be the amount to lock in my policy. She also repeatedly stated that our phone calls were being recorded. Based on the information she provided, I agreed to move forward with the policy. Later, I was contacted and informed that my premium would be significantly higher than what I had been quoted. While I fully understand that insurance premiums can change based on underwriting or additional information, my concern is that I was given a confirmed premium and relied on that information when making my decision. Rather than acknowledging the mistake or attempting to resolve the situation professionally, Natasha became dismissive and disrespectful. During a subsequent conversation, she again referenced recorded phone calls, then abruptly ended the interaction. I also witnessed behavior that I found highly unprofessional, including her hanging up with a customer and making an inappropriate remark immediately afterward. When I requested to speak with a supervisor, I was connected with Tonya Barnes. Unfortunately, my experience did not improve. Ms. Barnes was extremely short, dismissive, and unwilling to fully listen to my concerns. She stated that there was nothing she could do to assist me. She also informed me that phone calls are not recorded, which directly contradicted what Natasha had repeatedly told me throughout our conversations. As someone with extensive experience in the insurance industry, I understand that mistakes can happen. However, honesty, accountability, professionalism, and customer service should always come first. Instead, I felt that I was misled, treated disrespectfully, and denied any meaningful attempt to resolve the issue. Had I been provided with accurate information from the beginning, I could have chosen to place my business with another insurance company. Because of these events and the conflicting statements regarding recorded phone calls, I am considering consulting with legal counsel to better understand my rights and determine whether any further action is appropriate. I would appreciate the opportunity to speak with you directly regarding this matter. My goal is to ensure this situation is taken seriously so that other customers do not have a similar experience. Thank you for your time and attention. I look forward to hearing from you soon. Sincerely, Gabrielle Scahill

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