brent hagar state farm agent  This Insurance Company Stole My Time, My Peace of Mind and They Tried to Steal My Money! Jenks Oklahoma

The person complaining may have had a problem, due in part that she didn't have the information needed or requested. Granted there were some issues on both sides. A little confusion of both sides.

I am a happy 6 year customer of Brent's, and I received some of the best advice about insurance, ever.

Brent and his staff took the time to review what I had, explained where I might want to consider additional coverage (not a push or pitch), corrected some incorrect coverage that my previous agent State Farm agent knew to adjust, but hadn't noted the file. Which cost me!

I'm not saying there wasn't an issue...in that specific instance, mostly miscommunications it seems. What I am saying is that from everyone I know that uses Brent, and I know quite a few, nothing like this has ever been an issue. Brent and the staff are always polite, professional and courteous.

There could be a number of reasons there was confusion about the TOD mentioned. Data input error - wrong thing in the wrong place. We are all human, afterall. The person could have been fairly new - although nearly everyone I know there is a seasoned professional.

I had offers from other agents to review what I have with Brent and State Farm, and I decline. I get service, smiles, and appreciation dealing with Brent. That is more to me than a couple of dollars a month.

Todd in Tulsa

The Facts:

My situation is not much different from the previous complaint here. It confirms the original report. I'm in college – it’s about a refund and the fact that I was informed that I would be receiving most of it but when I called in just today, I’m informed that I will receive less than two thirds (2/3) of it. Then the agent saying its not their fault because I chose the payment date myself. You can hear it in their voice, it’s like [Aha! You chose the date, not us. You lose. I’m not arguing or sorry].

About mid-September I began talking to State Farm informing them that I had moved out the state and was looking for new insurance. I still had insurance with them (that is renewed monthly by automatic withdrawal from my account) but was going to cancel within the next week or so. I finally cancelled on Sept 30, and with the bill in my account showing that the next month’s payment had already been charged on the 27th, I called to cancel and request a refund. I spoke to a man (didn’t get his name) who informed me that I would definitely get and I quote “almost all” of my premium but that he couldn’t tell me how much.

Fast forward to today and suddenly it’s a conversation with Donna (agent at Brent’s office) about [quoted text is paraphrased] – “Hey, your insurance cycle started on the 22nd and you cancelled on the 30th; I spoke to them (I’m assuming she’s referring the real state farm – I don’t know) and they said that it’s prorated through the 1st”. Now there’s one inconsistency – where does the 1st come in? I’m thinking they decided to just tack in an extra day – no big deal.

I tell her that in my account it shows that the payment was withdrawn on the 27th of September, not the 22nd. Donna goes on to inform me that I chose the withdrawal date myself (years ago) and that wasn’t their fault. She then offers to give me a number (probably to State Farm because apparently there’s only so much that Brent’s place in Jenks can do) because I’m questioning the refund – I ask whether she can bring them on the line rather than having me call – “NO”. I ask whether if I call the number they will be able to do anything – “NO”.

THIS IS WHERE I WANT YOU TO FOCUS ON THE CULTURE (Again, this is not Donna’s fault – she just happens to work in a place where this is the culture. As business person, you mold the culture in your company – and its shows in every way the company operates. Remember, we are talking US$15-US$20 here. I say that because they guy who said “almost all” had given me an estimate that is more than what they are telling me today by US$15).

Why would Donna offer me a number that she knows will not do anything to resolve the issue or explain it differently?

If Brent Hagar’s agency in Jenks and/or State Farm actually had both of our interests (theirs and mine) in mind, wouldn’t they have mention/warned me (when I first informed them about the fact that I had already moved out of state and was going to cancel the policy), that my insurance was renewing on the 22nd and not the payment date of 27th? They could argue (and it really is nothing more than arguing) that I chose the payment date myself and I should have known better but these choices were made years back. They can see these when they are talking to me (and if they can’t – Whose fault is it that they can’t?). This is the culture I’m talking about – one where we as customers constantly live in fear (legitimate fear) that the companies we do business with have only their interests at heart and if for one second you miss something (like that the payment withdrawn automatically from your account is not the renewal date of your premium – of which you don’t get other some notice telling you this other than presumably the first time you sign up)- THEY WILL TAKE WHATEVER THEY CAN FOR IT – In this case, wel they made an extra US$15 or so.

Why would the guy cancelling the insurance tell me I was going to receive (actual quote) “almost all” of my refund – only to later be told a check of less than two thirds (2/3) had been issued? Either he didn’t know either and he’s rational side agreed that I should be receiving almost all of it; OR he didn’t want to get into a long conversation about it. Both of which point to the culture there; again, not his fault – he tried to help within his capacity – a capacity determined by the culture and information he has.

Our primary focus is to help people. Because insurance is a heavily regulated business and policies are a legal contract, specific information must be collected to comply with regulators and guidelines. In this case, essential information was needed for the legal contract and the author of the complaint would not cooperate in providing the information.

I know my team well and observe their professional behavior each day. It is unfortunate that the author of the complaint failed to provide her name but was willing to share some of my team members names in this forum. That point alone should qualify the author of the complaint.

Finally, the author of the complaint did receive 100% of the money she originally paid. The refund process started many days before the complaint was filed on this site. We appreciate the the opportunity to explain our side of this complaint. We work very hard each day to serve our customers. Those who really know us appreciate our diligence in meeting their needs.

Brent Hagar, Agent (Owner)

UPDATE: There was a misunderstanding between the Brent Hagar StateFarm Insurance Agency and I, regarding the ownership of the vehicle. My father is the Title Owner of the vehicle, but he gave the car to me as a gift. My father is currently living overseas, but will sign the title of the vehicle over to me when he returns to the United States. About 10 to 14 days after posting my original statement, I did receive 100% of my money back from StateFarm. This issue has been resolved.