Kent Payne - State Farm Insurance Agent

"Never went into museum charged an admission and way to many step to get into the memorial. We are older and was a bit much. And it 89 degrees out."

"Kent and his wife are very good at what they do, they help you get the best deals on insurance and if they don't have the lowest price for you they will refer you to someone else who can."

"Ulonda (Kent’s wife) has been nothing short of amazing. She is incredibly helpful and has always gone above and beyond to help me understand my policy and solve any issues. I have a teen driver, and have had many policy changes. Ulonda has been patient with all of my changes and explained what to expect. I’m not sure what I would do without her."

"At first I was very pleased with my reps at Kent Payne State Farm. I thought I was given all info about my policy and method of payment, however after only a short month of service there arose a problem. I initially paid around $360 for the start of my policy thinking I was covered for 2 months (May to June). I verified with my rep Yolanda, on multiple occasions, that I should NOT receive a bill until the 3rd month(August) and she confirmed each and every time I asked. The next month, earlier this month June, I received a bill stating that I owe another payment. I immediately called the following business day and shockingly was told by my same rep Yolanda that, in fact, the bill was accurate. She explained that since I chose the traditional method of billing that SF requires a "deposit or a sort of security payment" for a month in advance prior to each due date. I was NEVER TOLD this information when receiving my initial quote, after having discussed all billing options available to me, OR even during the time of purchase of my policy. At this point I expressed to Yolanda that she never informed me of this information during our conversation and had I of known I wouldn't have purchased the policy at all. She then became very rude, condescending, and down right nasty in her tone and demeanor trying to tell me that in her 20+ years of experience that, that's how things have and always been done. I told her that in my previous company nor I, or anyone in my close family that I asked before I made this call, have had to make a deposit towards their policy prior to a payment or have been uninformed of it if that was the case. After I later explained that I would be canceling, she rushed me off the phone and then hung up. I then went up to the location and spoke with Mr. Payne directly later that day to discuss this matter and discuss my terrible customer service with Yolanda. To summarize my 25 minute visit, Mr. Payne was only concerned that his satellite location was "not at fault" personally because this was a SF required policy that has no reflection of the Kent Payne agency's opinion but "following the rules" that it was a "misunderstanding or miscommunication" of what info was given or not given, that he had no way of verifying the conversation between Yolanda and I, and his last excuse/reasoning that sometimes they're taking an uncontrolled amount of calls back to back sometimes not being able to keep up with the demand. Personally, in my opinion, if you can't handle your call volume, if you're unable to track what information your reps give and don't give, AND only concerned with the surface reputation of your location rather than the quality then maybe retraining is needed or get more help to assist your "overwhelmed" satellite location of 20+ years of "experience". I promptly canceled my policy and I WOULD NOT recommend this insurance company or agency."

"We were very impressed with the professionalism of Yolanda and Kent Payne when dealing with their agency for one of our mutual clients. The client had a huge 100 foot Oak tree fall on their house in a storm and Yolanda from State Farm handled the calls from the beginning for her client (which is almost unheard of) They handled the emergency for them quickly, efficiently, calmly and took care of all billing immediately when the job was finished. I have been with Barberton Tree 19 years and have never seen an insurance company handle things this amazingly! *** VERY PROFESSIONAL *** *** EXCELLENT CUSTOMER SERVICE *** *** WOULD HIGHLY RECOMMEND THEM *** Lisa M Devenport Operations Manager Barberton Tree Service Inc."