Verbal abuse, false accusations, and unethical data fishing, nepotism. Switched agents…read moreimmediately.I called the them with basic policy and deductible questions because my claims adjuster had been unresponsive despite several attempts to reach them. The receptionist, McKenna, was incredibly dismissive from the start. When I was frustrated about the adjuster ghosting me, she rudely snapped, "Well, you're not their only customer, they have other people." Every time I tried to ask about my deductible, she just kept cutting me off and repeating, "We're not in claims, I'm not in claims," completely unwilling to look up my basic coverage. She kept confirming my number for a callback, and when I asked if it would be today or tomorrow, she brushed me off saying, "Yes, could be tomorrow."
Out of pure frustration with her attitude, I said "ok" and hung up. Instead of the office realizing they had an upset customer, McKenna ran to tattle to the office manager--the owner's daughter, Jennifer Tourangeau Loomis.
When Jennifer called me back at 4:00 PM, she was completely unhinged, hostile, and looking for a fight. She immediately began complaining to me that she had "an office full of patient people waiting" who she needed to help--clearly trying to imply that I was being impatient just for wanting answers. She spent the entire call constantly interrupting me with "I'm gonna stop you right there." She belittled me by repeatedly using my 1st name in a patronizing tone, as if speaking to a child. When I asked her to stop interrupting, she pouted on the phone & said, "Oh, I thought this was a 2-way conversation, but I guess it's one-way." I said it is a two-way conversation, but not if u won't let me speak.
Jennifer then fabricated a story by falsely accusing me of calling in Feb to report wind and snow damage.Total lie!I called in Feb to ask what my deductible was and to have it lowered and I have the emails to prove it & that they tried to sell me more products.
During her rant, she threatened to hang up on me at least 20 times. Every time she threatened, I refused to engage with her & told her, "Go ahead and hang up, but have your dad (Chuck) call me back so I can deal with an adult." I reminded her that they are my insurance agency, yet I have never once heard from her dad in over 20 years of being a there!
Bec I wouldn't fall for her power trip,& I accidentally called her "Stephanie" bec I truly couldn't care less who she was. Oops! She completely LOST her mind and was livid, screaming, "Oh that's it, oh my God, oh how dare you! Do you know who I am?! I'm Jennifer Tourangeau aka Jennifer Loomis!"
She then lied to intimidate me, claiming she had "just got off the phone" with my original claims adjuster.I asked "if you had just talked to my adjuster, why are you asking me for the adjuster's name earlier in the call?"
She then had to give me the number for a 2nd claims adjuster. Annoyed that her power trip failed, she demanded sarcastically, "Am I allowed to speak now?" Ugh, just gross maturity level and lack of professionalism. I told her yes, and she gave me the number. To give her a taste of her own medicine, I immediately asked her back, "Am I allowed to speak now?"
She snapped, "I'm not stooping to your level." I told her, "Oh, when someone does what you do you see how low you are, huh?" At that point, she resorted to insults, telling me, "You're just nasty, you're a nasty person." When I pointed out that she was now resorting to name-calling, she backtracked and claimed, "No, your actions are nasty. You were nasty to McKenna and you're nasty now." I said she & McKenna needed to look in the mirror. At the very end of the call, she made a final conniving remark about my adjuster and slammed the phone down in my face.
I immediately started the process of reporting them. At 4:40 PM, the phone rang again. I answered thinking the owner, Chuck, was finally calling me after 20 yrs of silence. Nope. Never. It was a second rep, Theresa. Theresa totally ignored the toxic exchange, acting clueless and asking, "What's going on?" She then unethically fished for info, trying to dig into who I'm related to customer-wise in the agency. I unfortunately fell for her fakeness & told her who my family is, to which Theresa sweet-talked, "Oh, they're so nice." I'm like, "Yea, so am I."
After she got her info, Theresa just repeatedly asked, "Anything else I can do for you?" to sweep everything under the rug. As proof Jennifer was lying, Theresa then said, "ok, it's closing time, time to go home."hmm, I wonder what happened to the "office full of people" Jennifer said she had to help just 40 min ago? Lies! I immediately contacted State Farm, and filed a formal complaint. I also switched to a different State Farm agent the next morning. I'm now reporting Jennifer Loomis and Chuck Tourangeau to Michigan DIFS Licensing Board for misconduct. 20+ years of customer loyalty rewarded with utter trash. Avoid this toxic agency at all costs.
