Brenda R. Roberts: Allstate Insurance in Chicago

This place has the worst customer service .. I have called to check my policy charges the agent happen to tell me that she won't be able to look at my policy until she comes back from vacation.. I Requested the Manager to call me and she wants me to talk to Mr Robert's which I don't like talking to.. I tell her I need The owner of the Agency call me Brenda Robert's and the. she tells me I will look at your policy and will call you before 6 pm... calls me back 10 min later and tells the her understanding of my charges and coverages ..I try to state to her what I did and what Mr Robert's did to my policy and she did not let me talk she started raising her voice and talking and talking . I tell her I need the owner of the Agency to call me because you are very rude and keep talking over me.. Why she wants to justify the charges when I did not request nothing of those charges. Very rude I don't even know her name but Today is Dec 20 2022 and she said it's was the only agent in the office. Very rude...by not allowing me to tell her my side of the process.

Ms. Brenda R. Roberts Allstate office and agency have been a nightmare for my family and I, We have recently bought our first home about 3 years ago they set up our policy for our home they worked with the mortgage company to get us the best rate possible all we did was head into their office and finalize our paperwork we really thought we were in good hands but to our surprise we were far from it. In summer of 2020 we had a really bad hail and wind storm, a lot of damage occurred during this storm we notice a leak in our family room and master bedroom and our sky lights I placed a call to file a claim mean while they told me to get 3 roof estimate so I did. The roofers came out and said we had suffer a lot of hail & wind damage after a few days Allstate sent out there adjuster and he was on our roof for about 5/10 min to us seem a short amount of time but what do we know we were first time home owners he then knocked on our door & said we will be in touch. Not even 24 hours later we get an e-mail of denial because of no sign of hail or wind damage? I called my agent Carla at Ms. Brenda R. Roberts’s office trying to get more of a reason for the denial her response was not concerning at all her response was (didn’t you guys just buy that house how did you guys get so much damage already?) I was just shocked and said excuse me. Then she proceeded to ask didn’t you all hire an inspector when you saw the house, I told her I am sorry mother nature doesn’t have a time nor place to strike after that she didn’t give me a clear answer to what were my option next so I just hung up. The next day an adjuster by the name of Alex from Allstate he was from out of state called me and explain to me that my deductible was too high for a patch work in and around our roof for me to pull back on the claim and get a roof extender policy on my roof and open the case back up in 6 months? That to me sounded fishy especially coming from an adjuster from Allstate. I told him I am sorry I have had 3 roofers tell me that we have extensive damage to our roof and it needs to be replaced all this while we are still experiencing leaks every time it rains, Now he then said call your agent and see what can they do for you so I recalled Ms. Roberts office ones more and got her husband Mr. Roberts he started talking about a whole different story about how he had the same problem and he is with Allstate so one roofer that helped him with his garage roof gave him a deal if he bought the supplies with his Home Depot card that he would get a discount and he could do his roof for cheap. Instead of going through the company and paying his deductible, I had to cut him off and say so basically you’re telling me we are on our own… This was upsetting because we were always on time with our payments and never filed a claim with them not even for our car and this is how they are going to treat us! After talking to the family we decide to finance the roof because we needed it done we called our roofer and he was in disbelieve that they had denied us so he told us don’t finance we can help you they brought on board a public defenders to help they came to the house reopen the case with Allstate and had them come back out when they were at our home Allstate and there adjuster were on our roof for about 2 hours longer than the 5 min that Allstate was on there the first time around, after that visit within 24 hours we got approve for a whole new roof and the individual from Allstate that was working with our defenders apologized on behalf of Allstate and said our office and agent should have done more to help us instead of putting us through all of this.

Ms. Brenda R. Roberts Allstate office and agency have been a nightmare for my family and I, (from renter's insurance no problem by us never filing a claim nor with auto) until We have recently bought our first home about 3 years ago. Once our matter was resolved with help of public defenders... I called my agent Carla at Ms. Brenda R. Roberts’s office informing them that we'll be leaving them for home owners insurance especially for everything what that agency has put my family through as well Allstate overall... a week ago have spoken too Carla to confirm if they received the cancelation which they have not... Carla had mentioned email Brenda R. Roberts which I did through the Allstate app which just a headache by Brenda never receiving them supposedly... so finally Carla ask for my email which she responded from her account.... of course responded with a written response to cancel our home owners insurance.. which they finally did.. that took an entire day just for them get that email.... so I reached out to Carla at Brenda R. Roberts’s office this past Saturday... lord and be hold an agent with a southern accent pickup the phone and started going off on me for no apparently reason... his excuse was recognized your name on the caller ID... mind you informed him am not that person ... just you see a name on caller ID you cannot assume I'm that person... especially we have a family plan.. so this agent wouldn't informed me when should we be receiving our refund check nor did he wouldn't get on their system to check... instead he informed me call there 1800 number to the main Allstate it self.... unfortunately I did and kept redirecting me to Brenda R. Roberts’s agency.... till they closed at 1:30pm that Saturday. Finally I spoken to someone from corporate and they resolved the matter as well gave us an all new agent closer to home.. So people be aware you're not in good hands with Brenda R Roberts’s agency... they're truly unprofessional as well they say give the customer a flat rate... which truly isn't the case they like to hide additional percentage fees without you knowing and toss it on top of your deductible...I am sorry if you don’t know how to conduct business or properly inform your clients about their policies you should not be in business needless to say we have parted ways with this agency and office. Please be careful with this office.

I called this particular office and Brenda Roberts husband answered the phone. He was very rude. So when I asked to speak to Ms Roberts he said she may or may not return your call. She did not return my call. So I called the 800 number and got the service I needed. This office is not very professional. Therefore if you want All-State Insurance go thru the 800 number.