State Farm® Insurance Agent Jessica Massey

"If I could give this agency zero stars, I would.

My experience with Jessica Massey's office was the worst customer service I have ever received from an insurance company.

When I first became a customer, I was genuinely pleased with how quickly my policy was set up, the premium I was quoted, and how easy the process was. Unfortunately, that positive experience ended when I had a fire loss and needed assistance. In my opinion, the true value of an insurance agency is measured not by how well it sells a policy, but by how it communicates with and supports its customers when they need help the most. That is where my experience with this office fell far short of my expectations.

When I purchased my policy, Sherry accepted my premium payment, confirmed that I had insurance coverage, and my payment was successfully withdrawn from my bank account.

I contacted the agency to report my claim, while seeking to understand my policy coverage and obtain assistance after a fire loss that displaced me from my home. Sherry was the person who took my call. Despite having accepted my premium and previously confirming my coverage, she unexpectedly told me that I did not have insurance coverage. When I expressed my confusion and concern, I felt I was treated rudely and without compassion. The conversation was abruptly cut short, and I was transferred—or effectively disconnected—before my questions were answered.

Over the following days, while I was displaced from my home, I contacted the agency four times, including the day I reported my fire loss, seeking answers about my policy and coverage. On two of those calls, the conversations ended abruptly when I was disconnected—before my questions were answered. During subsequent conversations, staff advised me that the notes in their computer instructed them not to communicate with me about my policy or claim and that those instructions had come directly from Jessica Massey. I was also told that Jessica Massey would return my calls. Despite requests, I never received a return call.

The role of a local insurance agent is to help policyholders understand their coverage, answer questions, and provide guidance during difficult times.

That is not the experience I had with this agency. Instead, I experienced poor communication, a lack of responsiveness, and what I perceived to be an unwillingness to assist me during one of the most stressful events of my life.

Because of this experience, I transferred my policy to another State Farm agency. I cannot recommend Jessica Massey's office.

If you value an insurance agent who communicates with clients, returns phone calls, explains policy coverage, and treats customers with courtesy and compassion during a difficult time, my experience with this agency did not meet those expectations."

"Great customer service and understanding! Saved me some money compared to my old plan."

"I had just started a policy with a different insurance agency then I recieved a free quote thru the mail, Called about the quote and it was spot on, So much cheaper plus I got to add rental and roadside service to my policy for still a much cheaper rate .. Thank you everyone for your hard work to get me the best rate in town .. I will not hesitate to send a referral to this insurance agency team ... # Collin was terrific at everything he did for me to be fully insured .."

"I am very happy I called Cassidy from State Farm Grand Rapids, MI. I had been seeing on social media how seniors were paying too much for car insurance (as well as other insurances) so I decided to find out. Cassidy gave me a quote which to my surprise saved us hundreds of dollars every 6 months from what we had been paying, over our insurance company we have been with for 20+ years. Kinda tough realizing how much money you have paid out when you didn't need to. Thanks Cassidy for your patience and thorough explanations making switching a breeze."

"Honestly the whole switching companies was a breeze and I would highly recommend this location. The employees are so helpful and nice."

"Everything was taken care of quickly. Got a lot lower price then I had on my other car insurance policy. 1000% recommend this agency!!"

"I don’t think I can brag Sherri up enough with just words for being , polite, humorous And come on let’s not deny it she knocked a big chunk of money off of my monthly bill So I had an amazing experience and she deserves five stars all day"

"Sherri & Jessica are WONDERFUL to work with! They go ABOVE & BEYOND for your insurance needs! Thank you for Everything!"

"State Farm gave me the best quote for my situation. Very happy to have my policy with them."

"When your ai system is replaced with real people who address concerns then maybe somebody will look at you"

"Jessica and her team are quick to help and problem solve. Much appreciated."

"Friendly & knowledgeable.
Made bundling Auto & Renters easy!"

"It was very easy with the agent to set up my insurance for my car and all the help that she gave me to proceed with my coverage and all the cost that would go into be having a better insurance rate to fit my needs as a senior citizen"

"Jessica and her staff are always available whenever I need to speak with them. Jessica truly cares about her clients and always goes the extra mile to make sure they have what they need to be properly protected. You will not be disappointed with her and her staff on your side!"

"Excellent professional service. Thank you"

"Just wanted to say that this branch is really good. Sherrie took the time to sit down and help and find me the best quote. she was able to bundle renters and auto for me!"

"Sherri helped us figure out our best options and saved us money, we were pleased to work with her!!"

"Sherri at Jessica Massey State Farm was very polite and got me a lot more then I had with Progressive for less in a short amount of time"

"Great service"

"Great service at a great rate!"

"Easy process, great savings. So happy that I switched to State Farm. Progressive has been robbing me for years 😭"

"I recently signed on with State Farm Auto insurance after deciding to leave Progressive. Collin and Jessica in Niles ,Mi. made the entire process painless, and saved me a bundle of money. I would suggest giving them a call for a free quote. You could not possibly deal with nicer people.Good luck."

"Guy made the process completely pain free"

"So far so good. Happy with the service. And she was friendly"

"Switched to an out of town agent Jessica, because of problems with the previous agent. Jessica and her crew are awesome and so on top of the details. They are kind and sweet people."