Caramel Russell-Rouse – State Farm Insurance Agent

I have no idea why the reviews on here are negative! Caramel has been fantastic for my husband and I for the past few years. She is knowledgeable, personable, and works hard to get us good rates. She even helped us out with getting rental dwelling insurance last-​minute when we really needed it. Also, her front desk staff member is extremely helpful and professional! Definitely recommended.

My wife and I moved to Denver recently and called this agent upon arrival to transfer our State Farm policies to Colorado. Big Mistake. Horrible service. Definitely wasn’t the «welcome wagon» level of service I have received from prior State Farm transfers.
We needed to get a document asap showing we were already paying for renter’s insurance with the updated address/​policy through State Farm. Our apartment was very aggressive about us proving we had insurance so I was hoping for a reasonably quick policy update/​transfer by this State Farm agent.
I called at 4:50 PM on a Wednesday and the first thing the office person said was «you understand we close in ten minutes?» I said, «no problem I just called start the process to transfer our current State Farm policy from Austin to Denver» She said, «well it is getting close to leaving time, can you call us back another time?» She didn’t seem to care about anything but getting me off the phone. She did finally say she would call me back tomorrow and took down my name and cell phone number «allegedly».
Thursday, Friday and then Monday came and went with no call. Finally on Tuesday I called another State Farm agent in Denver and they were able to help me.

I wish I could give zero stars. The service is horrendous, and everybody in this office is shockingly incompetent.
I cancelled my insurance in February of this year when I sold my truck, and kept my renters policy. It’s currently July, and they are still deducting payments from my account every month. I have called every month trying to actually cancel the policy and get a refund, and they have been extremely unhelpful.
Never insuring through State Farm again, especially not through this horribly incompetent agent.