Subject: Re: Re: Re: USAA and awful service and treatment

Comments:
: : That's odd, you must have all the weakness at USAA focused directly on your family. My parents, USAA members for 50 years, and my 7 siblings, along with their spouses and kids, have never had a single problem with USAA whatsoever. We are completely satisfied. I have USAA credit and checking accounts and have had absolutely no problems. : : Maybe part of your problems stem from a lack of understanding of what your insurance covers. I know with the rental reimbursement coverage, it pays $20 or $30 per day (depending on what you choose). There is no clause in the agreement stating that if the rental agency charges you extra for dropping it off at a different location that USAA will pay for it. Simply $20/$30 per day. GEICO will treat you the same way, or worse. : : : : : From: wspeers [mailto:wspeers1@elp.rr.com] : : : Sent: Thursday, March 21, 2002 8:53 PM : : : To: help@deferred.com : : : Subject: USAA Appalling Service : : : : : : I have had USAA since 1979. I have witnessed a significant decline in customer service, coverage, and treatment during the past 15 years. : : : : : : I should have seen the handwriting on the wall when, many years ago, my motorcycle, which was insured by USAA, was run over by a young man in a car. When I contacted USAA, they said there was no problem. I was told to get one estimate and everything would be covered. Then USAA found out that the young man who ran over my motorcycle was also insured by USAA. I then got stonewalling, was told to get 3 estimates, and that I would not get new parts, and would not get full replacement of parts due to depreciation or age of parts. Of course, USAA cut their losses by cutting my service and payment. : : : : : : Then, last year, both my son and my wife had car accidents. My 18-year old son had an accident in his high school parking lot. Not a big deal, but our 1994 Grand Prix needed a new front bumper. The USAA contracted reps in El Paso did not show up on time for my appointment, were rude and would not listen. They wanted to replace the bumper with one from a junk yard. I knew I could get an after-market bumper cheaper but they would not listen. When my body shop owner called USAA in El Paso, TX and told them the same thing, they were rude to him also. I was even told by USAA Reps both in San Antonio, TX and in El Paso that they were doing me a favor by processing my claim in a prompt manner. Many phone calls to USAA upper management gained nothing, not even an apology. : : : : : : Then, in November of last year (2001) my wife had a bad car accident in Colorado while I was on a 5 month TDY to Salt Lake City to support the Olympic's counterterrorism effort. The support we got from USAA in their car rental program was awful. We had to pay a $240.00 for a one-way drop off fee. USAA did not tell us about this fee. We should have rented a U-haul which does not charge drop-off fees. : : : : : : Also, my sons have enrolled in the USAA College Start program and have had bad to awful service with their credit and debit accounts. : : : : : : All in all, USAA is losing it. They may still be the cheapest but their not the best. : : : : : : Wally L. Speers, USAFR (retired) : : : wspeers1@elp.rr.com : : :

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