State Farm® Insurance Agent Charlotte Russell

"Ryan provided excellent customer service. He was able to answer all my questions as well being patient with assisting me. I will refer anyone looking for insurance to State Farm and ask for Ryan."

"Been a faithful customer for years & APPRECIATE all the help & communication with State Farm.. Neomi was very HELPFUL & explained all details i needed to know & answered all the questions i had for my policy.. Thank you all very much!! :)"

"I am writing to share my experience with this agency, which has been frustrating and disappointing. After numerous unresolved issues, I decided to contact State Farm today and switch agents. The problems began when my insurance rate was set to increase by $13 starting January 2025, in compliance with a California requirement. However, the agency implemented this increase prematurely in October 2024 and billed me accordingly. I initially spoke with Ryan, who processed a payment of $165, but my card was charged $192 instead. When I inquired about the discrepancy, Ryan was unable to provide an explanation and promised to call me back on Monday. Unfortunately, no follow-up call was made. Subsequently, I had to deal with another staff member whose behavior was exceedingly rude. Adding to the frustration, I worked with Ryan to add another vehicle to my policy, which increased my bill to $253. However, when I later removed the vehicle, the bill inexplicably remained the same—$253—even though the vehicle was no longer listed on my policy. Despite multiple attempts to contact the office over several weeks during regular business hours, I have only been able to leave voicemails. I also specifically requested a call back from Charlotte, but no response was received. Additionally, I discovered that roadside assistance had been added to my account without my consent, despite the fact that I already have AAA coverage. Due to these issues, I ultimately decided to switch agents in the hope that the new agent will be able to resolve these matters promptly and efficiently. I wanted to share this experience as a cautionary note for other customers considering this agency. After reviewing customer feedback, it appears that many of the positive reviews are submitted immediately upon signing up with State Farm, often prompted by the agency on the first day. To Ryan's credit, he provides excellent service during the initial setup, which likely contributes to favorable first impressions. However, it seems that issues may arise in subsequent months, including unexpected increases in billing. This raises the question of how many customers remain satisfied with this office over time. I encourage others to review their insurance bills carefully to ensure accuracy."

"Shawna was kind, helpful and thorough!"

"They were kind, helpful and very friendly. They made this unfortunate situation so easy for me! Thank you Dana and Eric!"

"Shawna had the perfect customer service experience there no doubt about it 👌"

"Charlotte Russell's agency is amazing! the people who work there are very professional and makes you feel valued as a customer. Leticia and Dana are my favorites. My car was totaled from an accident and as soon as I purchased another can, I contacted that office because I knew I would get quality service at a reasonable price. I am grateful for having an insurance company that actually cares about the customer and not just the bottom line."

"Agent Shawna Macedo is fantastic! She helped me secure the best policy at the lowest price. Throughout our call, she was patient, accommodating, and incredibly helpful. I’m grateful to be her customer!"

"Dana is ALWAYS very busy but she takes the time to explain things to me"

"" This office, these people over here everybody " Ryan State at farm gave me the most superb, outstanding pleasant customer service care that I have actually ever received from any insurance company to date. He continued to pleasantly surprise me with other features that I would be getting purchasing insurance through State farm. Ryan helped me restore my faith in the insurance company business and in customer service as well. I'm glad I got you today Ryan, thank you again. Hats off to you State Farm for having Ryan be a part of your company and hopefully others just like him."

"Ryan helped us secure home insurance after ours was dropped about a year back. He was very helpful, communicated well and had competitive pricing for the policy we chose. He has been responsive when we needed help or had questions. It's only been a few months but we are very happy with Ryan and this State Farm office."

"Letticia was awesome with her deliverance and were precise and knowledgeable. I'll recommend her to my friends as the agent to talk to."

"Shawna was very friendly and helpful. She made getting insurance a breeze."

"Great and informative"

"Ryan was amazing. Very patient. Explained everything clearly. His follow up was great."

"Letticia Casimir- Lopez went out of her way to assist me. Letticia, I really appreciate your help today. Thanks."

"Letticia is Definitely great personal to deal with, got the best quote and fastest. Costumer service perfect, Definitely recommend"

"Thank you so.much Ryan for immediate response to my request. Received the ID thru gmail. Appreciated your effort.😀😀😀"

"I really enjoyed working with Ryan and Shawna. Both were very pleasant and professional. This made my job so easy for me."

"Excellent customer service. She is very Clear when speaking and made the whole process feel like a breeze."

"Amazing service and efficient! Thank you Shawna for giving me exceptional service :-)"

"Ryan was great and provided excellent customer service. Patiently went over all of our options and explained everything to us with kindness and respect."

"Affordable quote from a professional who conveyed with ease and clarity the details of my car insurance policy. Her name is Letticia Casmir-Lopez. She did a great job at customer service. Well appreciated."

"Gre"

"Ryan definitely made the whole process easy and explained everything very detail. Definitely recommend!"