Insurance in Ithaca, NY

“Update to 5 stars on 9/25/2022:A day or two after I left the negative review below I got a call from Rich Andrews. He easily took ten minutes out of his day to talk to me. (read below if you need the background) The bottom line is he wasn't sure what happened, and why my contacts were dropped, but he was working on figuring it out. A personal response from a local business owner is a big deal to me. I grew up in family businesses, and know well that sometimes stuff just happens. The response of the company when a customer inevitably has a bad experience is far more important than the experience itself. In this case I got a personal apology and a promise to do better. And for the record, he did not ask for my business back. But moving companies is a pain, so I asked if we should give it another go.I'm happy to report that working with Melissa has been a dream; we're working on setting up a new policy for a rarely driven vehicle, so I'm not in a huge rush. She checks in weekly, which is just often enough to remind me I've been shirking my end of the work, but not so often that it's annoying. With her help we'll be finished with this soon, and I'll have a new policy set up.I've found a company that not only am I satisfied with, but that I know will take care of me when something goes wrong. What more could you ask in an insurance agent? That's pretty much how the job should go.....*****I hate to leave negative reviews, but when there's simply no way to contact a company, what recourse do I have? I was excited to find Andrews a couple of years ago. Brianna sold us three personal policies: home, auto, umbrella. They were with a regional company, which is great for us. She was almost too communicative. I would reliably get a daily status update on what she found on what policies and with which carriers in her searches that day. It was almost a joke--phone would ring at 4:45 and my spouse would ask "Brianna?" Yep.Once the policies were in place, she helped us tune everything up and work through inspections and such. Never missed a beat. Then Brianna left the company.Every time I've had to interact with Andrews since then has been a hassle. I email any address I can find. I call the main office. I submit requests through their online portal. Nothing. A few weeks ago I dreaded having to find a new policy for a car they don't currently cover. I did all of the above. Nothing. One day on a whim, I called the office and actually got somebody. He was very helpful and took all my information, including VIN, and said somebody would contact me. That was at least three weeks ago. Nothing.We're currently moving our existing policies to another agency. The advantage of an independent agent is having someone local you can turn to. We don't have that with Andrews... still looking.”