USAA

December 21, 2016
Staff Sergeant [redacted], USA
Complaint ID #: [redacted]
Dear Staff Sergeant [redacted]:
I am...

responding to your submission regarding your auto insurance claim.
Our business partners are expected to provide quality claims service to our members, and we apologize that this was not your experience. Our research confirmed that you picked up your vehicle on November 29, 2016, and we have agreed to pay for a rental car up to this date. Unfortunately, [redacted], of our staff, was unable to reach you to discuss your concerns in detail. However, she would like the opportunity to obtain additional information about your other request. Ms. [redacted] can be reached at ([redacted]) [redacted] ([redacted]), Extension [redacted].
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory.  I am glad to hear they provided coaching, however its unprofessional to tell someone you did something and fail to follow through.  Furthermore, their half hearted response is the reason I believe they aren't the company they once were; it is clear to me they started caring about their customers as far as it benefits themselves.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Another example that outlines the exact situation as the commercials being shown on the television.  Apparently only the lawyers and the businesses that write all those legal papers actually read them so that when the consumer is in an emergency situation, the businesses are not required to respond as their advertisements claim.  It is a sad state that the tax payers and consumers cannot get what they have paid for decades from insurance companies, but they only find loopholes so they can keep bypassing their responsibilities to take care of their customers.  To think that an insurance company does not deem it an emergency for a residential home they insure, to have food bile and human feces backing up into the house.  Not one person I have talked to has been able to provide a definitive answer other than "sorry, that's not covered".  So that leaves me with a $6,000 sewage bill, and a ripped up driveway, estimated at approximately $8,000 to fix that, and with a window screen ripped by the company, and a "sorry" from the insurance company.  Sad state of America when the old saying "customer is always right" is thrown out so the insurance companies do not have to do their jobs and hide behind the "fine print".  Well all I can say is the way I was raised, I wouldn't be able to sleep well at night knowing I was part of an insurance scam that just left a military veteran and retired soldier that served my country in bad situation.  Especially from an insurance company that advertises they support their veterans, apparently only to take out money and leave us with bills.  Guess that leaves senators, congressmen, and local investigating news stations.  Simply unbelievable, sad, and pathetic.
Regards,
[redacted]

August 9, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your insurance policy payment.  I apologize that we did not meet your service expectations as we strive to provide quality service to our entire membership....

  Unfortunately, [redacted], of our staff, was unsuccessful in her attempts to reach you by telephone and would like the opportunity to discuss this matter with you.  Our records indicate that we mailed a letter to you dated July 27, 2016, to confirm receipt of your payment to clear the uncollected charges on your account.  Ms. [redacted] remains available to assist you and can be reached at ([redacted]) [redacted]-USAA ([redacted]) or ([redacted]) [redacted], Extension [redacted].   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

August 4, 2016   Mr. [redacted]. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your second submission regarding your July 9, 2016, auto claim.   We responded to your complaint on August 2, 2016.  [redacted], of our staff, will continue to remain available during your claims process should you have any questions.   We appreciate the opportunity to review your concerns again.   Sincerely,   [redacted]

August 16, 2017   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your May 31, 2017, automobile property damage claim.   A review was conducted of the valuation of your vehicle, and the condition rating was...

change from good to very good, resulting in an increase to the actual cash value of your vehicle.  On August 15, 2017, our Claims staff left a telephone message for you and requested that you call back to discuss the revised valuation.     Please follow up with our Claims staff to resolve your claim.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

August 9, 2016   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your June 27, 2016, automobile claim.   Thank you for speaking with [redacted], of our staff, regarding your concerns.  I understand that you...

accepted the settlement for the total loss and have received payment. If you have additional questions, Mr. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

October 30, 2015[redacted]Dear Ms. [redacted]:I am responding to your submission regarding your March 5, 2015, automobile claim.  As [redacted], of our staff, explained, the supplemental damages resulting from the March 2015 accident were covered under...

the claim and the repairs have been completed.  However, as you were advised on October 13, 2015, the damage to your water pump was found to be unrelated and a rental vehicle would not be provided for the repair time.            Ms. [redacted] identified an opportunity with the handling of the rental vehicle; therefore, we extended the rental time through October 16, 2015.  You would remain responsible for any additional rental cost.  If you have any questions, Ms. [redacted] remains available to assist you.  We appreciate the opportunity to review the matter and to respond to you.  Sincerely,[redacted]

[redacted]
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[redacted]
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[redacted]
I am responding to your submission regarding your automobile claim. 
I regret any frustration you experienced as our employees are expected to respond timely to our members.  Please know that we...

have provided coaching to those involved to prevent a recurrence.  We also confirmed that on March 10, 2016, we advised you of the rental time period for your claim, and as such, we respectfully decline your request to pay for additional rental charges.  I understand that Sylvia Castellano, of our staff, contacted you about your concerns and that she remains available to assist you should you have any other questions.
We appreciate the opportunity to reply to you. 
Sincerely,
[redacted]

December 31, 2015
[redacted]
Complaint ID #: [redacted]
Dear [redacted]:
I am responding to your second submission regarding your automobile loan payments.
We replied to your complaint on December 17, 2015.  Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB).  We responded to the CFPB on December 30, 2015. 
We appreciate the opportunity to review your concerns again.
Sincerely,
[redacted]

May 20, 2016
 
Mr. [redacted]
Complaint ID #:  [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding your automobile claim.
 
Our records confirm that you filed an inquiry with the Florida Department of Financial Services.  We...

will respond to the Florida Department of Financial Services accordingly.
 
Thank you for the opportunity to reply.
 
Sincerely,
 
[redacted]

February 17, 2017   Ms. [redacted] Complaint ID #: [redacted]   Dear Ms. [redacted]:   I am responding to your submission regarding your recent insurance billing experience.  I apologize for any frustration this matter may have caused.   Thank you for speaking...

with [redacted], of our staff, who explained that your account was past due, which caused the late fees in question. As a courtesy, Ms. [redacted] waived the late fee when you made your payment and advised the credit would appear on the next statement.  She also explained that the increase was due to a rate revision in your state.  Should you have additional questions, Ms. [redacted] remains available to assist you.   We appreciate you allowing us to reply to you.    Sincerely,  
[redacted]

Complaint: [redacted]I am rejecting this response because:This is my vehicle that was hit by your insured.  Your failure to offer the formula affects me.  To day that it being hit by yur insured was worth pennies is ridiculous.  I continue to reject this response due to your failure to provide information that has been reasonably requested by me, on my own behalf, due to dame again, caused by your insured.Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

December 30, 2015
Mrs. [redacted]
Complaint ID #: [redacted]
Dear Mrs. [redacted]:
I am responding to your second submission regarding your July 4, 2013, automobile claim.
I understand you briefly spoke with [redacted], of our staff, regarding your submission.  Another thorough review of your situation has been completed.  As such, we will provide coverage for the treatment received on February 16, 2015. 
Thank you for the opportunity to review your concerns again.
Sincerely,
[redacted]

January 6, 2016 [redacted] Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding the May 14, 2013, automobile claim. We apologize for any frustration or inconvenience you experienced. Thank you for speaking with [redacted] of our staff, about your...

claim. I understand she advised you of the claim settlement process and that we will work on settling the claim before the statute of limitations expires. I assure you that USAA adheres to our core values of service, loyalty, honest, and integrity, and we strongly reject your allegation that we engage in illegal behavior. If you have any additional questions, Ms. [redacted] remains available and can be reached at [redacted]. I appreciate you allowing us to reply to you. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:
The records are incorrect and misleading. I also had been in direct communication with USAA regarding abnormallyrics high premiums in relation to other tier 1 competition. Never were any concerns handled appropriately or respectfully. USAA refuses to remain competitive even when shown comps from competition. .that I provided in an attempt to stay with USAA. Poor service,  growing poorer Each year I remain with the company.  
Regards,
[redacted]

January 16, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your January 2, 2015, homeowners insurance claim. We are responsible for analyzing each loss on its own merits and for making decisions in accordance with the terms,...

conditions, and limitations of the policy. A detailed review of the claim confirmed that your homeowners policy contract specifically excludes damage caused by animals to personal property, and the claim was denied. A review of your December 21, 2012, auto claim revealed that the engine seized due to lack of maintenance. Your auto policy specifically states that damage resulting from negligent servicing or repair of your covered auto or its equipment is not covered. Delivering news which we know our members may find disappointing is never easy for us. However, we found that the denial decision for both claims was made in accordance with the terms of your policies. We disagree with your allegations of impropriety, and we respectfully decline your request to pay for a new couch or reimburse the policy premiums you have paid. I understand you spoke with [redacted], of our Claims staff, regarding your claim. If you have further questions, [redacted] remains available to assist you and may be reached at (210) 531-USAA (8722) or (800) 531-8722, Extension [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

November 13, 2015[redacted]Complaint ID #: [redacted]Dear [redacted]r [redacted]:I am responding to your second submission regarding the March 3, 2015, automobile claim.I am sorry for the difficulty you experienced attempting to contact Ms. [redacted]. Our records indicate that she left messages for you on October 7 and October 29, 2015, at the telephone number you provided. Ms. [redacted] also sent an email to you on October 29, 2015, to the email address referenced in your correspondence. Please know that Ms. [redacted] remains available to assist you.Thank you for allowing us to reply to you.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:Yes, I have spoken to [redacted] and she stated that she would look into my situation.NO, full payment has not been made into my account. (See attachments)I was promised $17K (minus $1,000 deductible) as settlement for my truck, but only $14K (minus $1,000 deductible) was paid.Every time I bring this up, I get the same tired excuse from USAA stating that they made a mistake in the mileage and can only pay me the "fair market value" of my truck.  This is, and NEVER was about the value of my truck.  It is about integrity and fulfilling your commitment to your customer.  You stated you were going to pay me $17K... then you need to follow through with your agreement and pay me the $17K.YOU made the mistake.  OWN UP TO IT and pay me what you said you were going to pay me.  PERIOD!
Regards,
[redacted]