Posted by Stephanie (151.200.238.125) on October 28, 2002 at 07:50:50:
In Reply to: USAA and awful service and treatment posted by Wally L. Speers on March 22, 2001 at 19:45:20:
Dear Wally, I'm sorry that you've received so many hostile emails. You presented your case and I appreciate your taking the time to do so. The hope is that by each of us sharing our experiences with insurance companies, others might make informed decisions when choosing who we pay to insure us. My advice is not to even reply to those who cannot correspond in a mature manner. My husband has had USAA since he joined the military 19 years ago. His father and mine are both retired military who still carry USAA. I have had both positive and negative experiences with USAA. While living overseas, our car was totalled in a not-at-fault accident. USAA was great. This past March our car was totalled when an SUV rear-ended us at a traffic light. Again, we were not at fault. USAA this time however, has been horrible....not USAA the company mind you, but the agent handling our case has crossed just about every line imaginable. A very good friend of mine works for USAA in Norfolk and I was told (whether or not it's true I can't say) that since USAA began providing coverage to enlisted personnel that they have received significant financial losses. I am not saying this is the case - and even if it is, the status quo will not change. We can however, continue to write letters to the CEO of USAA, Bob Davis and the various regional managers letting them know of our negative (and positive) experiences. Only in this way can the company improve it's practices and educate it's employees. Drive safe and God Bless America. : 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.
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: 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.
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: 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.
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: 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.
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: Also, my sons have enrolled in the USAA College Start program and have had bad to awful service with their credit and debit accounts.
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: All in all, USAA is losing it. They may still be the cheapest but their not the best.
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: Wally L. Speers, USAFR (retired)
: wspeers1@elp.rr.com
:
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