State Farm® Insurance Agent Rock Nelson

"Edit to add - if phone calls are recorded, then please listen to the phone call on 9/10/2024 and you will hear that I did not request to cancel the auto policy. I called to discuss cancellation. I can take full responsibility if I made a mistake, but I did not. It is unfortunate that this is the only way that I'm receiving a response to my issue and that the blame is being placed on the customer. - 9/13/2024 found out my auto insurance policy was cancelled without my knowledge, without a letter sent to me, without policy documents in Statefarm account stating this. I only became aware of this when I logged into my Statefarm account. When I call today (9/13/2024) found out a "service note" was written 9/10/2024 and auto policy for car 2 was cancelled before returning a call to me. So had I not called today, I would have been riding around WITHOUT car insurance. I am extremely disappointed at the oversight that could have been avoided with simple communication. - 9/12/2024 received a bill in the mail and email for $138.88 for policy with car 2 on the policy. Still had not received a call back or any form of communication regarding call on 9/10/2024 - 9/10/2024 I called to discuss cancelling the remaining auto policy for car 2 and about receiving a refund (if possible). Was told I'd receive a call back which I did not. - 8/30*/2024 Called to remove car 1 and keep car 2. Confirmed with Isai car 1 was removed and wanted to keep car 2 on the policy. - Charged twice, payment was kicked back as I paid it too late that day. I paid it again thinking that the payment was actually kicked back to me as it showed in my bank account. Instead, I was charged twice. I sent an email to Rock (8/24/2024) about it, but did not receive a response. I let it go because this amount was applied to the following month's bill."

"Thank you Isai Carreon you deserves 10 stars for your excellent customer service. I really appreciate you answering all my questions in a timely manner. Your care and knowledge make a difference. Way to go!!!"

"I worked with Matt for my insurance. He was accommodating and knowledgeable. It felt like he genuinely cared about helping me, instead of chasing a quick buck. 10/10 would recommend."

"Super friendly, very responsive, and great rates. Kayle is great to work with!"

"Kayle was so helpful and responsive throughout the whole process and getting me set up with my new car insurance! I highly recommend!"

"Natalie @ Rock Nelson State Farm delivers exemplary customer service. I know always my insurance needs are protected & I'm covered. Every detail of my insurance plan is explained to me in simple explanations and not insurance complicated terminology."

"Very supportive and great customer service. Thank you!"

"Great customer service from Natalie G and very helpful!"

"Great customer service. Been with them for several years."

"Great customer service. Even through a stressful situation Kayle and Andrew have been amazing. Andrew especially has been honest and patient in answering all questions and even going above and beyond to ensure satisfaction. I would recommend anyone to State Farm and strongly advise they go through Andrew for top tier professionalism and service."

"I would like to thank Natalie, every since she has been our customer account rep, we have been supported and Natalie has Kept us current on all increases, decreases, Offers, ETC. Natalie provides us with options without having to ask. Thank you Natalie for your great customer service."

"Natalie Garay goes above and beyond when it comes to customer service. Her response time is great and so is her attitude. She is always willing to help me get the best discounts for my insurance needs."

"Have been working with this office for 3 years now. Both Natalie and Rock have been great with explaining policies thoroughly and welcoming me into the office whenever I need to visit."

"I’ve been with Rock Nelson over 2 years and they’ve been the best to work with. Their staff is extremely knowledgeable , friendly and help get you the best insurance rate possible Nataly & Kayle are my go to point of contacts and they always are very helpful to me and my family I use them for my home, auto and business insurance and I couldn’t recommend them more! They’ve helped me save so much money Thank you all"

"Great customer service! I called in to get some information on auto Insurance a young lady named Natalie answered all my questions and took the time to see what was best for me and my family."

"Excelente atención precisa y oportuna comunicación breve y rápida, me atendió Amy súper amable servicio 10/10"

"Natalie was very understanding to the all questions that I had. Very professional !!!"

"Amy did such a great job explaining my life policy thoroughly! The process was very fast and easy. Happy with the service and the premium!"

"Thanks to Kayle for the great service!"

"Talked to Natalie today about my policy she was very understanding and seemed that she cared. Need more people like her great customer service. Keep up the good work."

"I had a great experience working with Kayle, she helped me with everything I needed to know and I’m very pleased with the service. I highly recommend anyone to call this office for State Farm for any insurance need."

"I have to say I was impressed with the way Rock took his time and explained my quote and answered every single question. Natalie has been very helpful with any question I have regarding my car and life insurance."

"My insurance liason Natalie Garay (State Farm) is AMAZING. She assist me with all my needs and questions dealing with my policy. Thank you Natalie!!"

"Randy was very patient with me as I asked very detailed questions with the quote for Auto and Home insurance. So far, I am very impressed with the staff who answer the phone that they recognize me and seem concerned that my call or questions are answered."

"So many issues with my account. No one ever returns calls, or texts, or emails. Have to wait 2 weeks or more for responses and those responses don’t even fix the issue they simply apologize and blame underwriting. Mistakes made by agent that they don’t own up to until I provide screenshots of proof. I’ve never struggled so much with insurance. Have been overcharged on my insurance for the last 4 out of 6 months and likely will be overcharged the last 2 as well. Quotes good prices but then changes the rate and doesn’t communicate. So frustrated with everyone in this office."