Extremely disheveled staff here, especially from Philip Norrell and the office manager or whomever…read moreis first to pick up the phone.
First of all, I had no choice in choosing this location when I wanted a quote, it's State Farm that assigned us this agency. We live in Ohio, but State Farm routed our online inquiry to PA. From the day we paid for auto and home, we were told "You're lucky, looks like your house doesn't need a home inspection." Not even 1-2 weeks later, I get a text from Phil to call the office. Phil said, "I know I said you didn't need an inspection, but State Farm must've sent out drones. We need pictures of your roof, to prove it was not your house and your roof is in good standing." I said since when do they send out drones...so they sent them out to Ohio? Phil literally responded, "Ohio and Maryland." I still don't know what Maryland had to do with it.
I send the photos and didn't hear back for over 2 weeks, not knowing the pics were not angled enough to show the roof (my emails are my witness!). Then a week later, we get a home policy cancellation letter, and I start hounding the office until Phil was back in the office. After I told him about the cancellation letter, he says "Yes, the pics you sent weren't good enough." I literally said, "Why didn't you say something, that was literally over 2 weeks of lost time." He said nothing.
I get so upset, I started saying how much I regretted going through this office and how I should've found a different insurance company. Phil responded, "Maybe you should."
Better believe I resent the roof and house pictures a 2nd time, exactly the way they asked. I also showed the pics to a roofer and the roofer said, "My pics aren't gonna be better than yours." I then communicated to this agency that I don't have drones nor a ladder high enough to take better rooftop pics.
Nothing went well ever since, and even though we switched agencies, we lost so much valuable time. I should've hung up the day we got our quote while Phil said he had his new dog on his lap while working and getting sidetracked. The spaced out / looney tunes customer service and behavior we're currently seeing in the workforce is truly abominating. Let's not forget that every time I called this office (no matter who picks up) they start off with "If you give me your name and policy, maybe I could help."
Good riddance to you, your agency and everyone out there like you. Word to the wise, stop appeasing and settling for whatever post-Covid bologna service we're getting these days.
