It's human nature to complain when we're not happy and take it as routine when we are, so you probably hear from more grumpy customers than satisfied ones.

I'm an extremely satisfied customer, and this seemed like a good time to let you know that.

I was talking to Su Houghton maybe five minutes ago about adding a car to my policy. As I type this, she has already emailed me, my car salesman and the sales manager at the dealership with my proof of insurance. She also took time to thoughtfully answer a question about a son on my policy who's moving out of state, and outlined the steps it will take to make my auto account blissfully kid-free.

I've been a Michigan Community Insurance client for more than 25 years, and this is exactly why. Whether I have a question, a dented fender or a tree limb poking through my roof -- on a Friday, after hours, with a storm rolling in -- I've been able to count on your agency for help and advice.

GEICO spent $2 billion last year on advertising. State Farm and Progressive spent more than $1 billion each. Essentially, they're all trolling for other companies' customers.

I've never even been tempted to pick up the phone. Whether it's Su, or Kathy and Jessica dating back to the old office on Haggerty Road, I've been reminded for a quarter century that service matters.

Thanks to all for the effort, and the friendliness that's come with it.

I wanted to contact you regarding your employee, Margaret Sills, whom I have been working with lately.  She has been attentive to detail, insightful and very  respectful in all of our encounters.  

In today's world, which I believe to be devoid of excellent customer service, it's important to speak up when serviced in manner surpassing expectations.  Margaret is an asset to Citizens and I will be asking for her specifically when conducting future business.  She is terrific!

I have been attempting to re-new my home and auto insurance policies with your office for over a month. Every time I called and asked a question, I was told that I would get a call back. Did not happen. When I asked for my policies to be sent to me I would receive various pages of each policy several days later through the USPS. On Friday, October 16, 2020 I called the office and reached Su H. Within a very short time she reinstated my expired policies, got permission to subtract the late fees, emailed me copies of my policies and allowed me to pay the remaining fees. To say that she was helpful is quite the understatement. I want to acknowledge her and thank her again for dropping everything and make my frustrations disappear. Thank you, Su!

Agency Reply:

Thank you for the 5 Star Review. We were concerned by the initial experience you had and would like to get more information to make sure we consistently meet our commitments to our valued clients. Please contact info@michigancommunity.com if you are willing to share more. We are glad Su was able to get things back on track!