State Farm® Insurance Agent Luis Garcia

"My recent experience with the State Farm office in Addison, under Lusi Garcia, was extremely disappointing and far below the standard I expect from a company that promotes itself as customer-focused and service-driven. From the beginning, I experienced a consistent pattern of condescending communication, poor listening skills, and a lack of customer-centric mindset from the representative assisting me. Instead of hearing my concerns, he would quickly respond in a way that disregarded what I was actually saying, and he often shifted the conversation back to his own background rather than demonstrating that experience through real support or understanding. This made the situation more frustrating because it felt as if my issue was not being understood or taken seriously. I have been a State Farm client for 11 years, and my parents even longer, yet he made it clear through both his words and his rude body language that this history meant nothing. There was no acknowledgment of loyalty, no appreciation for the relationship, and no willingness to provide the level of help expected from someone in his position. Throughout the conversation, his fixed mindset and personal opinions consistently overshadowed any attempt at real client support, and this pattern repeated itself again and again. What made the experience even more upsetting was his repeated reference to his “extensive experience” and knowledge in the industry. In my opinion, this only made the situation worse. If someone truly has many years of experience, then the expectation should be that they are knowledgeable in their company’s processes, trained in proper client relationship management, and able to guide customers through stressful situations with clarity, respect, and professionalism. Unfortunately, that was not the case here. There was no real effort to support me as a client, advocate for my concerns, or explain the process in a way that demonstrated empathy or understanding. A representative with strong experience should know how to actively listen, de-escalate issues, and provide meaningful guidance—not dismiss concerns or respond in a condescending tone. Even though he mentioned they “don’t get incentives for approving or denying claims,” it is still a business, and every business has metrics and expectations for customer service, compliance, and client retention. Based on my interaction, it seemed he did not fully understand or prioritize these responsibilities. Overall, I left this experience feeling unheard, unsupported, and disappointed that someone in a customer-facing role demonstrated such limited willingness to help. This situation reflects poorly on the office and raises concerns about the level of training and client service being provided. I am responding to clarify my experience and correct the record. I understood the process and likely outcomes; that was not the issue. I was requesting specific procedural information, particularly regarding my appraisal rights. Instead, those requests were met with vague explanations, defensiveness, and repeated opinion, without written materials or concrete guidance, despite being explicitly asked for. Time spent in a meeting does not equal meaningful assistance. Communication from the total loss department was delayed and inconsistent, directly impacting my paid rental benefit. Calls ended because the core issue was argued against rather than understood or addressed, and being routed back to the same office created a circular process. Your public response continues this pattern by defending conduct instead of addressing the actual problem. I am sharing this so others have an accurate understanding of my experience. In my view, the approach is unprofessional and undermines trust, especially during a stressful claims process."

"Excelente"

"Amazing service and fast"

"Exelente atención la de Camila , y muy buena información a las preguntas q uno hace"

"Linda is amazinf"

"Fast and informative when asking questions. Recommend, Linda does a good job 👏"

"Excelente!"

"Linda was very helpful and efficient. Made making adjusts to my policy easy and seamless"

"Good agency. Luis is very helpful and his helpers"

"Super quick policy change when I got a new car! Alma was extremely helpful and kind :)"

"Muy buena agencia y excelente servicio al cliente."

"Muy bien estoy muy contento por el servicio"

"They are attending and help fast!!"

"Exelente servico"

"I reached out to Luis and Linda because of an excellent recommendation from a friend. It was a great experience and worthy of that recommendation. I asked lots of questions and received clear and complete answers with zero pressure. I picked an auto policy that is perfect for my needs and felt great about it. I highly recommend them. You won't go wrong!"

"Excelente trabajo hizo Linda E con nuestra póliza. Nos ayudó con lo que estábamos buscando. Muy agradecidos."

"Linda was super helpful she took her time explaining everything to me. She made it easy to understand."

"Linda is the best! She is always so helpful, resourceful, and tentative. She helped me figure out the best policy for my home and car. She also is always willing to answer all questions."

"Everyone at the Luis Garcia State Farm office in Addison does a wonderful job. Linda was assisting me today and, no matter how many questions I had, she was very patient and very helpful 😊"

"Great job and I have everything explained to me Linda treated me right"

"Linda was very helpful saving me money on my home insurance."

"Muy buen servicio linda estoy mus satisfecha con tu ayuda muchas gracias"

"La señorita linda fue muy amable y nos atendió muy bien nos explicó cada duda que tenia sobre mis pólizas fue un excelente servicio"

"Muy amable y profesional"

"I came here to see what they can offer me. Lu hands down gave me a good run down of all my options making everything a breeze. I would recommend anyone to come and check them out, they will totally have something that works for you. Thank you for everything Lu, best of luck."