Ellen Aders – State Farm Insurance Agent

I ended my account with State Farm for my auto insurance. I switched back to Geico because it was 20 dollars less per month. I was told I would receive a balance due statement in the mail if I had a balance due from State Farm. I only received a notice stating the closure of the account. After about a month, I contacted them to see about getting something in writing that I owed a zero balance… because I was told over the phone that it «looked» like I had a zero balance. Customarily, when I end business with a company, I ask for something (a final bill, letter, email, anything) that affirms — in writing –that I do not owe anything. The representative that I spoke to from this office rudely stated, «I’m not doing that!» And then she hung up on me. Also, prior to hanging up on me, she wanted to «differ» with me about what is normal or customary for a business to do. She was trying to tell me that it wasn’t normal or typical for a business to send such a thing to a customer. This is not the case. They do send such documentation to you if you request it. I have always, over the years, asked for statements showing I owe a zero balance to various companies. And, this request has always been granted ~ by utility companies, credit card companies, and insurance companies. I don’t care how «rude» SHE thought I was (which I was not), one does not ever hang up on a client or customer. In this case, I didn’t even give her cause or reason to hang up on me. She also tried to pass my situation off by offering me an 800 number to call. I did not need to call an 800 number. I do business through THEIR office. She could have handled the situation for me right then and there. Or at least she could have said that she’d look into it in the morning since it was near the end of the work day. At least show initiative to take action to help the customer with a request. (customer SERVICE please)

I’m a state farm client that wanted to switch agents from Fairfax to my current location in Linden/​Front Royal. The new local agent, Ellen Aders, her receptionist told me to call my current agent and let them know that I wanted to switch, and I did. Talking to my current agent in Fairfax, she pled with me not to switch, her office has no problems handling claims in the Front Royal area, and she wanted to meet at my house to go over my concerns. I agreed but I was still up in the air about switching. This is my whole point about switching, I do not want to have to setup appointments at my house for something that I can drive into town to take care of. I’m a cop and I work permanent midnights from 6pm — 6am so their business/​meeting hours is like 9pm — 5am for most folks. I don’t want my only option, if I should need to meet with my agent to be, having her come to my house or have me drive over 60miles into Fairfax! So my current agent emails the Ellen Aders letting her know that I was looking to switch but that she was going meet with me Friday to go over my concerns. This meeting is also on Friday at 4pm and I’ll be getting off work at 6am morning of, trying to sleep and having to get up at 4pm (which is like 4am for normal folks) when she comes over. Huge inconvenience! The email below is what Ellen Aders replied to my current agent. They didn’t even get my city right! So basically Ellen Aders picks and chooses who she wants as a client, even current state farm customers. Forcing me to stay with my current agent over 60miles away, over three counties apart.
Copy of email:
«Thank you Ellen and thanks for referring him to me!
Ginger
_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​
From: Ellen Aders
Sent: Monday, January 27, 2014 5:40 PM
To: Ginger Gray
Subject: RE: Duangrat, Damond
I just got off the phone with my team member who spoke with him. He didn’t even give her his name! All he said was that he moved from Fairfax to Luray and wanted to move his business here and was going to come by our office. My team member advised him to contact his current agent first, which it appears he did. We don’t even have any info on him. He’s all yours, friend! We always send folks back to their existing agent. Hope all is well, Ginger.
Ellen
_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​
From: Ginger Gray
Sent: Monday, January 27, 2014 5:35 PM
To: Ellen Aders
Cc: Ginger Gray
Subject: Duangrat, Damond
Hi Ellen,
I just got a phone call from my policyholder Damond Duangrat. He advised he was supposed to come to your office tomorrow afternoon to discuss his coverage. I scheduled an appointment for Friday at his home as I do house calls for my clients. Please give me the opportunity to keep his business!
Thanks!»