Reviews

"we have 3 vehicles insured with this state farm agent, we got charged for something that was not explained , when we texted back about what the charge was for, they (Jessica) said it was for a Drive Safe/Save discount, so i asked, if it's a discount/perk, shouldn't we be getting a refund or discounted amount instead of being charge. None of the drive safe/save was explained, when she said the charge was for that, i naturally replied that we didn't sign up for that, she then quickly removed it, instead of explaining that it was actually for our benefit to save some $$$, and when i asked these questions to fully understand for clarification, Jessica never replied back, I called, no answer either, so i texted back again, still no reply. As a customer, i believe it's just proper to tell us what will benefit us as a customer since we have 3 vehicles insured with them, but instead, all we get is attitude, like they do not really care."

"I have never been this frustrated trying to make what should have been a simple change to an insurance policy.
I spent essentially an entire day trying to get my policy changed and had to speak with multiple agents because my assigned agent would not answer my calls or take the initiative to communicate with their own coworkers to get the issue resolved. Instead, they primarily communicated with me through text messages, even when I was actively trying to speak with them directly.
The communication was extremely unclear. I repeatedly explained what I needed, yet I was still left trying to figure out what coverage I actually had and whether the changes I requested had been completed. If a client has to repeatedly contact multiple agents at the same agency just to get a straightforward policy change handled, there is a serious communication problem.
The most concerning part was that after I clearly stated that I was financing the vehicle and therefore needed full coverage, I was sent an insurance card showing liability coverage for the vehicle. That is not a minor misunderstanding. When someone is financing a vehicle, getting the correct coverage in place is extremely important.
What made this even more frustrating was that I was the one repeatedly having to chase people down, explain the situation over and over, and try to get the agency to communicate internally. I should not have to manage communication between an insurance agent and their coworkers just to make sure my policy is handled correctly.
I understand that mistakes can happen, but the lack of communication, failure to return calls, unclear information about my coverage, and the incorrect insurance card were completely unacceptable.
This experience left me with very little confidence that my policy was being managed properly. Very sad because the reviews were so good, I expected more professional behavior. I have NOT received a single call from the office today, only text messages despite calling TWICE and calling ANOTHER agent twice as well. I was told the following verbatim via text messages

"We are all independently owned and operated. Amy is my wife so this was a situation where we just happened to have access to your policy to make the change. I was unaware of anything you told Jessica last week and she is out of the office today so there's no way to speak with her."

This was an admittance of not having clear communication with your co-workers. Very unprofessional. I have been discussing this policy change since last week, when I asked for a new quote for a new car I am purchasing and today I tried to call to finally make the change and never got a call back.

* I am editing to add my reply*

I got ZERO communication that the phones were down. Another communication issue. I tried to contact your office multiple times and was given the run around. That is why I called another agent because my needs were not getting met. Very weird for telling a client not to contact another agent to get their needs met when you failed to do so.

* They deleted their comment when they replied to me so I'm posting the screen shot. Very weird."

"Jessica was very helpful and friendly."

"Blessed to work with this group- highly recommended!"

"Very accurate and fast..glad to be back with State Farm"

"Great service. Great people"

"Jessica went above and beyond in answering my questions and waiting patiently for us to decide. Thank you for helping me figure out my insurance for the cars 🤗💕"

"Fast response and reasonable rates. Great follow up through the process."

"Great to work with!!!"

"Amy and her staff are helpful and in tune to insurance needs. Their rates are affordable and competitive with other insurance providers. They're pretty quick to handle claims, I've seen this through other friends and family (I've not had a claim)."

"Amanda was awesome! Can’t ask for anything more in an insurance agent. Thank you!!"

"Amanda gave a very outstanding presentation on coverages and options."

"Jessica was really helpful and kind. She did magic to fit into my budget. Highly recommended"

"State Farm is the best! Jessica went over and beyond what you expect of an insurance agent. State Farm is a National company yet maintains that small town feel. I never have to worry about my truck and me. 😊"

"They pretty cool folks there. Pleasure to have met them."

"I bundled auto and home. Excellent coverage and costs. I also have IRAs and growth funds which secures my retirement."

"Received great assistance during our move from Ohio to Texas. Highly recommend!"

"Amy Kaplin State Farm agent is amazing! All of the staff were friendly and professional and very responsive. They also offer great rates on home and auto!"

"Fantastic service and support !"

"I just wanna say , if you’re looking for good insurance , and affordable price. Amy Kaplan State Farm insurance . Springtown, Tx
Professional, and very friendly staff.

Jessica is one that help me with all questions ,and was very professional, friendly and a great sense of humor. We need more people like Jessica. It would make it a better world.!

Thank you again Jessica !, keep up the good work !

P.S.
give Jessica a good increase, and promotion , She deserves it !
🤓"

"I have done business with this office for over 30 years, and the people and service has always been excellent."

"I do not usually write reviews but I will say this about your customer service. I spoke with someone whose attitude was very rude and disrespectful from the start of our conversation. They did nothing but make me feel like they were aggravated to be on the phone. They were completely unprofessional, spoke to me very disrespectfully, and were WAY too aggressive. Not only that but they hung up on me WHILE I WAS SPEAKING!!! Everyone has bad days but this is no way to talk to your customers. Run your business with professionalism and common courtesy when addressing humans. Never hire this agent."

"They helped me with everything I needed and very friendly"

"Jessica was absolutely the best. She was able to save me in cost, help me stay on track and was very time efficient. Over the 5 times I popped in with questions she always welcomed me with a smile. She's the best and look forward to doing business with her."

"Very polite and great to work with"