Allstate Insurance: Char Schoenbach

Terrible, disrespectful, and dishonest service. I can handle folks making honest mistakes, and an employer needing to coach and train staff. What I can’t handle are dishonest people making up stories to cover their own tail.
I tried to correct a policy issue with them for many months, providing correct information to them repeatedly which was never incorporated into my account/​documents. I had to turn to Allstate Corporate for any type of resolution as the Agent and staff simply do not care. Four months later, multiple emails, multiple phone calls and the only result I get from this Agent’s staff was basically «we asked corporate, nothing we can do, your fault, sorry».
Too bad for them that I had already spoken with the Allstate Corporate folks earlier that day and learned that no such request was made on my behalf. The Allstate Corporate folks were actually honest and helped me. This Agent and her staff could not be bothered to lift a finger. I don’t care about the additional cash charged to my account actually, as it was change really. But the horrible service, and the dishonest responses from this Agent’s staff is too much to ignore.

Excellent customer service. Very knowledgeable about coverage.

Super easy to work with her office. I have had this insurance for over 7 years and have never had any trouble. I call the office, tell them what I need help with and it is handled within 24 hours every time.
Yearly reviews with Char are offered and it has been helpful when I have taken advantage of it.

Poor customer service makes it difficult to work with this office.
In a city littered with insurance agents one would think an office would go out of its way to keep customers happy, or at the very least be pleasant to work with. Unfortunately Char Schoenbach and her employees prove unable or unwilling to do either.
My most recent poor experience with this office occurred when I received a bill for premiums which was over ten percent more than my quoted rates. I called in and was told by the front desk person that the increase was due to city taxes. When I asked which taxes had been increased mid-​year and mid-​policy, he said he didn’t know it he would check with Char and came back on the line to say actually «they weren’t sure, it was probably just inflation.» When I pointed out that not only was I uncomfortable paying more for no apparent reason, but that I also thought it was suspect I was never notified of a rate increase (I only caught it by looking at my auto-​billing,) I was transferred to Char whose only solution was to ask if I wanted to cancel my policies.
Realistically it is common place these days, though I think rather unethical, for this type of bill creep to occur. At least companies such as Comcast or other insurance groups pretend to want to work with you when they get caught trying to screw their customers out of some extra cash.

Had been with Char Schoenbach with Allstate for awhile and had been told I needed roof repairs and garage repairs to keep my insurance. I had both done in a timely manner. I then received notices that Allstate was terminating my insurance. Char told me to ignore them and that all was fine. I called her office and was told «yes, ignore them, you have had the repairs done, it’s fine.» Well, low and behold, Allstate no longer insures rolled roofs so I got a call from Char explaining that she didn’t know this and she was very sorry but my policy was expiring at midnight that night. My family and I were left with no coverage and an apology from Ms Schoenbach. She did to her credit try to find us coverage through one of her affiliates for more than twice the amount we had been paying. I was frustrated, really worried and filled with anxiety. I think a homeowner’s agent should know more and be aware of policy changes. I wouldn’t recommend her to anyone!

I highly recommend this office.
I was well informed about the insurance options that were available for car owners searching for car insurance. The staff at this office provided me with an insurance policy that was fit for me and my needs, rather than a one-​fits-​all policy. The staff was welcoming and my agent was prompt on follow ups, via phone and email, through my transition from my previous insurance policy to my new one with Allstate.