What would make you leave a service provider you've had otherwise good service from for a long time?
I'm pricing updated car insurance now that I'm married. My wife was with State Farm but they're far too high for us as a couple. I've been with Geico for 12 years and had generally good experiences and found their rates to be the lowest available.
However, the process of trying to get a new quote from them has been discouraging. For simplicity, we initially used their online quoting service, which gave a tremendously low rate. But when I called, they quoted a new rate double the online quote. Now, I've spent several hours on the phone over two weeks, talking to three agents; I've been promised two calls by an underwriter neither of which happened. I've had to reiterate my story each time I call. No one has been able to explain the discrepancy except that I shouldn't actually expect an online quote to be completely accurate.
The last agent also informed me I've been overpaying (for a while?) -- if I increase my coverage my rates will drop by 15%! Great news, but why couldn't they have sent me a note that I can have better service and lower rates?
One bad phone call is a fluke, but a series of agents unable to answer my questions, a wildly misleading online quoting service, a failure to followup as promised makes me think the company would provide equally poor service should I have to file a claim.
Still, I've been a customer for 12 years, have the history established for "accident forgiveness" should I need to file a claim, and they still have the best rates available to me.
I need to talk to a supervisor and ask if I just had a run of bad luck with customer reps, or if Geico just sucks now.
I'm pricing updated car insurance now that I'm married. My wife was with State Farm but they're far too high for us as a couple. I've been with Geico for 12 years and had generally good experiences and found their rates to be the lowest available.
However, the process of trying to get a new quote from them has been discouraging. For simplicity, we initially used their online quoting service, which gave a tremendously low rate. But when I called, they quoted a new rate double the online quote. Now, I've spent several hours on the phone over two weeks, talking to three agents; I've been promised two calls by an underwriter neither of which happened. I've had to reiterate my story each time I call. No one has been able to explain the discrepancy except that I shouldn't actually expect an online quote to be completely accurate.
The last agent also informed me I've been overpaying (for a while?) -- if I increase my coverage my rates will drop by 15%! Great news, but why couldn't they have sent me a note that I can have better service and lower rates?
One bad phone call is a fluke, but a series of agents unable to answer my questions, a wildly misleading online quoting service, a failure to followup as promised makes me think the company would provide equally poor service should I have to file a claim.
Still, I've been a customer for 12 years, have the history established for "accident forgiveness" should I need to file a claim, and they still have the best rates available to me.
I need to talk to a supervisor and ask if I just had a run of bad luck with customer reps, or if Geico just sucks now.