State Farm® Insurance Agent Paul Shelton

"Update: I am updating my post since I was not able to reply to the Business response. I am not sure what number Terry wrote down, but my phone has not rang. My voicemail is set up and fully functional as evidenced by this voicemail log that I am attaching to this post. Not sure who you called, but it wasn’t me. Positive: Terry provides very good customer service! Negative: Jesus talks to people like he is on the street, not at work and needs some customer service training. Background: 1. I called on behalf of my elderly mom- not asking questions about her account per se, but seeking clarification to the necessities of the required upgrades to her house that State Farm has issued an ultimatum for. Specifically, I wanted information regarding building codes and policies. Jesus said- I’m sure you can just look this information up yourself. While this may be true, that is not something you say to someone when providing any element of customer service. Even if he couldn’t provide that information, a simple let me get you to someone who can help you would’ve been a better solution. Now, when I started the phone call, I knew this was not decision/ultimatum was not made by Jesus- just that he was the one who delivered the message to my mom. I did not imply that it was his fault. Was I frustrated—-absolutely! Did I have a right to be? Absolutely! He said, well I don’t understand why you are so upset with me. My response, why are you making this personal? So at this point, I am even more frustrated! He ended the call. I called back the next week, Jesus answered the call. I did not identify myself and asked to speak with Paul. He told me that Paul was not in the office. I asked when would be a good time to call him back. He suggested a day and I told him that I would call back on that day. He then proceeded to say, I can take a message, but I don’t know if he will have time to talk to you. I said I would call back, but thought—-who says that to someone? Little did I know, it was a foreshadowing of how business is really conducted at this office. I called back the next week and Terry answered the phone. I asked to speak with Paul, he told me he was not available. I asked to leave a message and left my contact information, he asked for the nature of my call and I told him I was calling Paul to provide some feedback. He said ok, I will pass this along to Paul. Very appropriate! That is how you should talk to people. Not snarky remarks like the responses from Jesus. To date, Paul did not return the call. Very unacceptable and speaks volumes. I’ve been with a different State Farm office since 1998 and never had this experience. I have also worked as a Nurse Manager at a large healthcare facility dealing with people at their worst moments and during the height of their frustration. I would never treat a patient nor their family member this way. Do with this information what you will. Just sharing my experience, as I attempted to do with Paul. Simply wanted to be heard. So, I will just now do in multiple public forums."

"I have never had a negative experience with Jasmine and her team. Jasmine is very knowledgeable and has always helped walk me through any questions I have. Jesus and Terry are both very patient and a pleasure working with. I always refer anyone looking to switch insurance companies to this office."

"Friendy service. Jasmine was very patient and went through everything with me to help me understand info and make the best decisions for our policies. Thank you so much for taking your time with me and always having a smile."

"Very helpful and friendly staff."

"Got the best deal on auto and homeowners policy. Saved me $130.00 a month from the previous policy I had with another insurance agency. Thank you State Farm!"

"Was quoted a set price for insurance and after two months it went up dramatically currently looking for a new agent now"

"The food wasn't good"

"Blah :/"

"Man ran a stop sign and collided with me. Police report and witness both verified i was in the right. State farm said their customer was paused at stop and i veered into them. State farm sided with a liar and refused to repair my vehicle. Ridiculous!"

"Best insurance company around. Great service."

"Awesome and honest is how I rate this company!!!"

"One star and that is only because their good at taking your money. But if they owe you money good luck . I was told by three different people 3 different amounts of time it would take to receive a refund owed to me day 1 I was told to expect to receive my refund in 5-7 days, Fair enough. 10 days later "No Refund" so I go into Paul Sheltons office to explain to these folks that I am disabled and live on a fixed income so the time frame and money are of serious importance (Like loosing your home important or being able to afford your medications) . This time I was told to my face "It wouldn't be no longer then 10 days", Needless to say 10 days later I'm calling back only this time I'm told "It takes 30 days and that's policy". Not a lot of heart from these group of people, Cold is not a understatement by any measure. Again 30 days later I'm calling back and yeah they got a new line "Your refund amount is so large it must be reviewed " ? It's less then $600. These people lied to me and couldn't care any less the situation by their words/promises that I have been put in. Do your homework and go somewhere else with your business. I know I have and will never return to any state farm co. P.S. Any Idea guys when I might get my refund?!"