State Farm® Insurance Agent Kaitlin Ponce

"I called to get a quote from State Farm and I was assisted by Shantai Smith. Shantai deserves five stars because she gave me a great customer experience. Her patience and thourough explanation and respect is outstanding. Thank you State Farm for employing a quality representative by the name of Shantai Smith."

"January 6, 2026 To Whom It May Concern: I called last week regarding a question with my bill, however, I'm sure the office was closed due to the holidays. I called back Monday, January 5, 2026 and spoke to a very nice guy (Anthony). On previous calls, I talked to a nice young lady and a gentleman named Jonathan, both were GREAT!! I'm very big on customer service, me myself, over 35 years of experience. When I can hear and feel the smile of a genuine person (even though I can't see them) it goes well with my kind spirit. This type of feeling allows me to acknowledge that person. So today, I took time out of my busy schedule to recognize the laughter in Anthony's voice and to note, his word counts, he called me back with an update. Anthony provided me with some good news regarding my billing concerns. Thank You Anthony for your pleasant tone and demeanor, hopefully, it takes you to the next level. Excellent Customer Service 🙏 Sincerely, Ms. Angela Wilks"

"Kaitlin Ponce is the best, customer service is great"

"She was very nice made my day she treated me like more than just a customer she treated me like family she talk to me like family w laugh and everything she was amazing I only want to do my business with her thank you so much Shantai Smith"

"Shantai was very personable and thorough in her explanations. Was a pleasure to work with and made the process quite easy and was able to answer any questions on the spot."

"Victoria Cullen is absolutely amazing! Victoria made the entire insurance process smooth, stress-free, and actually enjoyable. She took the time to explain everything clearly and made sure I had the right coverage without overpaying. I worked with her to get renter’s insurance, auto insurance, supplemental insurance, and personal articles insurance, and she handled it all seamlessly. What really stood out was her professionalism, patience, and genuine care. She answered every question thoroughly, made great recommendations based on my needs, and never rushed the process. I felt confident and well-protected walking away. If you’re looking for an agent who is knowledgeable, responsive, and truly has your best interest at heart, Victoria Cullen at State Farm is the one. Highly recommend!"

"I had the pleasure of speaking with Anthony and he was amazing. I had some questions because some of my policies switched to SF Billing and he answered every question like a pro. Thank you Anthony for taking the time to assist me."

"Victoria was the best. I was amazed with her persistent efforts to work with me and provide the insurance I need at a very reasonable price. She always kept us on a timely schedule and called as planned. I was very happy with her professional customer service and grateful for her flexible attitude to help me. Thank You, I feel lucky to have found this insurance office and Victoria C. John"

"We switched to State Farm last week. Alexandria was ABSOLUTELY AHHHHMAZING!!! She got us the coverage we needed and saved us some money. Unlike other insurance companies she didn’t pressure us to sign up and answered every single question. She was patient with us as we made the decision and she was knowledgeable of all the policies. Hands down THEE BEST customer service!!"

"Jonathan was super friendly and helpful when my wife and had to learn all the ins and outs of Medicare and set up a Medigap plan with State Farm"

"I have been a customer for a little over a year. I have dealt with local agents and they've disappointed me. One thing Kaitlyn and her team have never done is let me down. Even with the distance, I'll never let them go. ILY, Kaitlyn, Jonathan and the amazing, Mrs. Ajani. You are definitely my family from another mother AND father. Happy Thanksgiving and Merry Christmas. All my love!!!"

"Nate was super helpful, nice, and very prompt. He helped me get my home insurance set up quickly and made the whole process easy. Highly recommend!"

"Very detailed and got me some great price"

"I needed insurance for my new car. I reached out to Victoria Cullen at State Farm, who I had previously had insurance with on my other vehicle and they were able to get me the best quote. They took the time to walk me through the process responded quickly to any questions I had. It made it a very easy process. I’m not very technical and they afforded me a little grace and that’s just what I needed. I would definitely recommend going with State Farm over any of the other insurance companies. Their diligence and honesty was a godsend for me."

"Nate was excellent, at addressing all my concerns highly recommend"

"Shantai helped me save a lot of money on my vehicle insurance and was very thorough. I should have done this a long time ago. Thanks Shantai!"

"Thank you Ajani for your quick response and being so helpful. We are always so happy with the assistance we receive from Kaitin’s team."

"Johnathon was great! Personable and easy to talk to, answered all my questions and made it easy to understand."

"Alexandria is exceptional!! She provided patience and understanding along with a quote I couldn’t turn down. She explained everything so well every time I asked! She even helped me with alternative solutions to any issue that I had. I can’t wait to be a part of such a wonderful group!"

"Ajani was very helpful and patient throughout our phone call! Very professional agent"

"Outstanding customer service."

"The agent was knowledgeable the issue and concerns. She was learn to the point."

"Shantai and Anthony, both are amazing. Solved my issue within minutes."

"UPDATE: Response to Kaitlyn Ponce's response to my post: - Never addressed that you did NOT correct the issue correctly - you did NOT backdate the error -which was in opposition to what you assured us would be done - which left me in harms way --thankfully Holly @ State Farm corporate caught your sloppy remediation in time and fixed it herself directly with the state of Georgia. -Again -- blamed us for the wrong VIN input (proving my point in my review) - we have no idea how it was input or by whom -- your only desire was to ensure blame was on us rather than seek resolve (again proved by your words below) -Suggesting that you jumped in to help -- really? We repeatedly asked for your presence on the call or even a response to our email -- you were "busy in meetings" -Patronizing and disgusting that you sought to end your diatribe below with sarcastically apologizing that - you asking us to speak respectfully - annoyed us -- disgusting and shameful Kaitlyn -- respect is earned - not given -- Try harder with your customers to earn it. - Again - we remain grateful to both Victoria and Anthony -- who thankfully did not mimic your demeanor or actions. A major error was made on my State Farm policy—an entirely wrong VIN was entered, which I only discovered when my tag renewal showed my car as uninsured. What made it worse was the handling. I’ve been with State Farm for nearly 25 years (my husband even longer), working with 4 agents across 2 states; and never once had an issue or filed a complaint. Every agent we worked with was truly excellent—until our longtime agent retired and Kaitlyn Ponce took over. She has been difficult to work with from the beginning, and this was the tipping point. Her “fix” to the VIN issue was sloppy and incomplete, leaving me at continued risk. She assured us it would be corrected retroactively with the state to ensure no gap in coverage; but it wasn’t. Thankfully, State Farm Corporate ultimately found the error themselves; notified us that they backdated the correction directly with the state to protect me from potential fines or misrepresentation on my vehicle. Instead of accountability, empathy, or even a basic apology, Kaitlyn was dismissive, cavalier and deflective, offering only a flat “It’s fixed,” "what else do you want us to do" -- despite the seriousness of the situation. A simple "no idea how something like this could happen - let's ensure we get ti fixed" would have gone a long way. Important to note - Anthony and Victoria in the same office were wonderful—kind, professional, helpful—and handled an emotionally charged situation with grace and professionalism - I don't want their efforts overshadowed by how poorly this was handled overall by the the Agent themselves; Kaitlyn Ponce. We are now moving all of our policies to another agent. Would not recommend this agency at all."

"Five Star Service! Thank you Victoria for excellent customer and taking care of all my new policy questions and getting me the best price."