Shana Nelson - State Farm Insurance Agent
650 Castro St Ste 155, Mountain View, CA 94041
Fax: (650) 988-8936
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An agent at Shana Nelson's State Farm office was grossly negligent, putting me at considerable legal and financial risk for almost a month. This incident reflects particularly on the hiring practices at this office, as well as their communication with their customers when incidents occur.
My vehicle was uninsured for almost month because Shana Nelson's StateFarm office hired an incompetent agent, David. He failed to do his job as an agent properly when it came to updating my policy, and presumably others were affected too because when I got in contact with the office I was told that he had been fired fired him at some point.
I had called the office on June 16. I spoke with David about reinstating a temporarily suspended auto policy. I was very explicit during my call, repeatedly clarifying what I needed very clearly. I even had him paraphrase my request at the end of the call back to me, as I was doing a long road trip in my vehicle the next day. He seemed to confirm my request was clear and would be actioned.
Today, July 10th, I discovered I my policy coverages had not been reinstated on June 16 - no liability or collision was listed at all. Meanwhile, my vehicle has being driven daily and therefore I have been severely at risk - including that of liability to other drivers - since June 16th!
I immediately called the office and when I mentioned his name, I was told he was fired due to not being good at his job. Meanwhile, I could have been sued if involved in an accident due to David's negligence!
This situation is a consequence of several poor decisions that Shana Nelson's office made: 1) David should never have been hired, 2) the office clearly needs to implement better procedures for hiring employees that ensure that people who cannot be competent agents do not get hired, and 3) this office should have followed up with ALL customers after this incident.
03/24/2009Provided by Citysearch -
Shana and Laurie have provided me with excellent service! As someone who moves frequently for my career, this is the first agency that has taken the time to not only review my insurance policies, but to explain them to me. We made adjustments to my coverage based on life changes and actually decreased my monthly payments while increasing my coverage. Shana is terrific at answering my questions, taking the time to ensure my complete understanding of the products and services available.