1 /5 Ron Walton: I began trying to get a quote for general liability coverage for our property owners association on July 26th from this agency. I spoke with Nate and emailed him a copy of the policy we currently had while we were on the phone. Our current policy comes up for renewal 8/26 and wanted to see if our coverage was adequate for the price we were paying. Nate had Susan call me back that day and she said she could have me a quote by the end of the day. I received a call from Susan the next business day asking how many miles of road we had and I provided that. I was told she could have a quote out that day or the next. I did not receive the quote and began calling back a few days later and sending emails requesting an update. It was the end of the next week before I finally reached Susan again. She informed me the needed or Tax ID # to get me a quote. I replied in 2 business days via email on 8/12 with the Tax ID. I sent 2 more emails during the week with no reply. I called back the next week and spoke to Susan again. It was determined that she had not been receiving all of my emails due to a server issue they were having. I expressed frustration that she was not following up to get me a quote. I told Susan that our current policy was coming up for renewal the next week and we could not wait much longer. She told me she had been busy. She asked me to email her another copy of the renewal that I had sent to Nate 4 weeks earlier. She promised to have me something that afternoon or the next morning. Two days later no reply or call, so I called back multiple times throughout the day before finally reaching Susan. I was told in a very aggravated tone that she was the only one in the office and she is doing the best she can. I asked for a call back from Nate - I heard nothing. I received an email from Susan the next day saying she needed 2 more days to hear back from a couple of companies. I still have not heard back from her or Nate.
The next day after the email from Susan, I called another Farmers Agent in Midland, who was an old friend of mine. He had me a quote in 3 hours. The quote was higher than what we were paying for similar coverage, but at least he got back with me. He said that the Kerrville agency I was dealing with must be extremely disorganized or flat out dont care. He said they have the same access to companies that he does.
This, my friends, is what you get much of the time when you try to keep it local in Ktown!
