Shana Nelson – State Farm Insurance Agent

BEWARE! Absolutely horrific experience. This office is terrible — I can’t believe Shana actually has an active license. They completely dropped the ball on my policies, lied about what happened, and I had to lead every effort to fix things. No integrity or accountability — or even common decency to return phone calls. Shana refused to me back unless I looped in underwriting and forced her to do her job. I can’t imagine what this place would be like to work with if I actually had a claim. Feel free to message me for details. If you have a policy here or are even thinking about it, run!

Excellent customer service during the entire process of us switching between companies to provide liability insurance for our HOA in Mountain View. Would definitely recommend checking them out if you are in the market for high-​quality service and care!

I will fully admit I almost switched insurance out of frustration in the first month due to issues with getting a plan set up and having an extremely disinterested and disorganized representative. That said I finally voiced my concern and have noticed a complete 180 in customer service with state farm in the last two months. I’ve been working mostly with Danielle as well as once with Malia and have been very impressed with how responsive both have been. Both reps made it a point to explain plan details and answer any questions I’ve had. I’ve communicated with Danielle in particular the most and she has gone above and beyond, checking in with billing without prompting to make sure that they have the information that they need and respecting my wishes about communicating via email during work hours. Car insurance is reasonably priced through them and the office is very responsive. One thing this office taught me is to communicate. If you don’t know or like something, it’s OK to ask. If there’s inconsistencies or you receive subpar service, they really do seem to care and want to know about your experience. They also are very active about wanting to offer the best service they can. Be polite and know that you will be treated with respect in return. I highly recommend Shana’s office and especially Danielle Mendoza for your insurance needs!

I have used State Farm for my car insurance for 20 years now and have been at Shana Nelson’s office for the past 10.
Shana and the whole office are great. They continuously impress me with how well they take care of me and how effortless they make dealing with car insurance (which is no mean feat having dealt with other insurance companies/​agents.)
Every time I’m afraid that something will be difficult they make it easy. One time I was taking care of some paperwork involving another insurance company of the other party in a collision. I stopped by to ask a question about it, and Shana, on her way out, not only helped me with my question but stopped to personally notarize it (which I needed) without me asking, free of charge. Great!

Shana’s Office has been extremely helpful maintaining and making recent changes to my policies. In particular, Kudos to Jaime G. on her staff. He’s been responsive, knowledgeable, and very service oriented (despite my many questions and detailed requests). Thanks for everything — Jaime definitely lives up to being a good neighbor!

Worst experience ever! I will not recommend any of my friends to use Shana Nelson. She is not available at any time if clients want to meet her, and all of the associates that work for her in that office are inexperience and irresponsible.

I have always had great experiences dealing with Shana’s team members. They are all very efficient and knowledgeable. Recently, I had the pleasure of working with Jessenia on a slightly complicated homeowner’s policy. She was so helpful — preparing multiple quotes and contacting my lender to make sure we had the right coverage.

Shana is great! She is super friendly, helpful and knowledgable. I would definitely refer friends and family to her.

So fantastic, I signed up years ago for a term life insurance plan only, but I am meeting with Shana on a yearly basis to re-​evaluate options. She is fantastic, really cares for her client’s and does what she can to help you and advise you on the best. Her assistant’s and or team members Nicole Huber and Laurie Albin are just so efficient, responsive and friendly. I am sure I will sign on more plan’s, and I am looking into more ways to build my portfolio, definitely an exceptional experience.

Shana and her team are amazing!
They’ve helped me a few times, but the most recent situation is why they get 5 stars.
I had a hit and run accident (my car was parked). I immediately called Shana and asked how I should proceed. Her team walked me through the process, helped to get my claim started, and always helped me with followup questions.
After helping me learn that the driver was uninsured, they immediately waived my deductible and set me up with a auto body shop nearby, I ran into an issue at the local rental car office, and I was able to message Shana (before business hours) for assistance. She called me back right away and even spoke to one of the attendants. After it was all said and done, she worked magic and helped to get me going (again, before her office was even open).
I highly recommend Shana and her team for all of your insurance needs. You will definitely get the personal touch.

I moved to CA from Paris and got directed to Shana Nelson’s office. I was extremely fortunate to be connected to one of her team members Nicole Huber. She has been the most incredibly helpful insurance representative I have ever worked with globally. I have a complex multi-​state, multi-​vehicle set of policies and she worked magic to make it all so easy. Could not recommend her highly enough. Thank you!

I’ve been with State farm for ages, and I loved my agent in San Deigo… when I moved to the bay area I thought it would behoove me to switch to a bay area agent; but boy was I WRONG!
This is the worst agent in my 15 years of driving. They have called/​e-​mailed me just about every month to ask for my odometer readings. I routinely give them… with much annoyance (and will often get a call or e-​mail several days later, asking for the same thing). The last time I didn’t get back to them for a week and I got an e-​mail that said they’ve suspended my Safe Driver Discount until I report it. As if not reporting my odometer readings every month makes me an unsafe driver. I feel like a parolee.
Also, they’ve changed their phone number without updating the new one anywhere (or sending notification)…so it’s impossible to call.
You’re fired!

I just bought a new car and needed to get some auto insurance.
I started Googl’ing around and getting quotes and then I came across Shana’s State Farm information.
I had a couple short email exchanges to get some questions answered and before I knew it I was on the phone with one of her awesome teammates Cindy getting my auto insurance.
Just a few minutes later I had my temporary ID cards in my email and a few minutes after that I was cruising around in my new car with a big smile on my face :-)
Dealing with Shana and her team was very efficient, professional and friendly.
Highly recommended!

Fantastic service!
Nicole helped me get new auto policy, umbrella policy, and renter’s policy as well as update my existing auto policies and condo policy in less than 1 hour! In fact, she even found time to explain State Farm’s various life insurance products, but I really don’t need them right now.

I recently switched to State Farm last year and the customer service is over the top! Shana and Nicole have been very helpful with all my insurance questions and concerns! I’m very pleased that my change to State Farm for my auto and homeowners insurance has been nothing but a wonderful experience. Thanks Shana and your office team for making my insurance needs important and my life a little bit easier!

Shana and her team are a great asset, both as an insurance team, and in the community.
If you want to have a competent insurance team on your side, and an agent with a great depth of knowledge of her industry – all combined with good ethics – this is your agent of choice.
And you can’t go wrong with State Farm. My family has relied on agents for decades. Plus, Shana and her family are part of their local community… like a good neighbor, right!
Helpful, empathetic, knowledgeable, sincere, trustworthy, and caring.

Shana and her team are absolutely top notch. As a Realtor, I’ve used and received quotes from many agencies, and none handle their clients in a more friendly and professional manner than she does. I moved here to CA knowing nobody, and obviously had to transfer my insurance. I loved my State Farm Agent in FL, and he recommended Shana. Her team is really friendly and knowledgable, and will take care of your needs promptly. Nicole and Laurie are awesome! Whenever I call or email with a question, they are ALL OVER IT and make me feel like I’m their only customer. I’ve moved all of my insurance coverage to State Farm since. These days, most carriers are extremely competitive when you ask for a quote — DON’T SHOP ON PRICE ALONE! The differentiating factors are the service you get from your agent, and the financial strength of the company should you have a loss. You can sleep at night with Shana and State Farm.
I also wanted to add that she treated me as if i were a long time friend from the first call, going out of her way to introduce me to the chamber of commerce, and other key community contacts. She did anything she could to help me get my business off the ground, having never met me, and completely out of the goodness of her heart. This is exemplary — you don’t find people as genuinely helpful and kind hearted as you do in Shana. Thank you so much Shana and team!