USAA

September 8, 2017
Ms. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your second submission regarding your March 29, 2017, homeowners claim.
Ms. [redacted], you have not presented any new or additional information that would warrant a change in our position. While we appreciate another opportunity to respond, we consider this matter closed.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: This is untrue as we did speak when she called. The fact is a vehicle is worth less when it is hit, regardless of when, how, etc. USAA is simply engaging in delay tactics. To date, I have received the car seat reimbursement but still have not received the promised info on appealing your own denial. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Here is [redacted]'s response:The customer's vehicle was inspected on 2/26/14. We started the repair procedure on 3/10/14. The repairs were completed 3/20/14. When the repairs were completed the vehicle had 99,582 miles on it. We were contacted by the customer with a complaint about a body side molding failing to adhere to the door. They were promptly fit into the schedule to have the molding cleaned and re-taped. On 5/20/14 we arrived at our place of business to find that the customer had dropped the vehicle off early that morning or the night before. The customer vehicle was never moved and the molding was removed and reinstalled where it was originally parked by the customer. That same day the vehicle was picked up without any issues or complaints. We didn't hear anything again until the beginning of November when it was stated that we caused all forms of damage all over the vehicle including the driver's seat being fully reclined and pushed all the way back and unable to be adjusted. If that's the case how was she able to drive the vehicle home, and why wasn't it mentioned then? The vehicle was then taken to a USAA Star shop and re-inspected by the shop owner and a USAA staff appraiser. We were advised by USAA that in the time elapsed since pick up at our shop the vehicles mileage had increased to over 104,000. In eight months the vehicle had been driven over 5000 miles. In that time the customer never made any complaints. Ironically the only damage they are pointing out is on body panels we didn't work on. Our work and craftsmanship was said to be more than acceptable at the time of re-inspect. The customer then continued to complain to USAA. USAA sent out a territory Physical Damage Specialist and his superior to inspect the vehicle again. USAA denied the claim again and stated it was all normal wear and tear. USAA has denied any wrong doing by themselves or us as their Star shop.   All the current information about the 104,000 miles and such came directly from a USAA Employee.  One of the North west area adjusters names [redacted].  He and area manager [redacted] were the only two people that had that information and it was clearly passed down to the shop.  Also the vehicle damage was all documented on USAA online with pictures that were uploaded on 17 June, 2014.  These pictures were uploaded as fast as I could as I was on deployment and I was in phone contact with USAA immediately after my wife noticed and noted all damage.  With that the responses from USAA employees that stated that the vehicle would be repaired upon my return are now gone.  Also the letter from [redacted] stating in complete contradictory statements from [redacted] has been deleted off of my profile.  USAA is still not backing up its customers.   My wife wanted nothing to do with the shop upon receiving our vehicle back and finding it in the state that it was in.  We notified USAA and we are now trying to get the vehicle fixed appropriately.  Please understand that we have tried to work with the company but they are refusing to work with us.
Regards,
[redacted]

March 20, 2017
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding your auto claim. I regret the frustration this situation caused you.
Thank you for speaking with [redacted], of our staff, who continues to monitor your investigation. If 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: All of my equipment was not included also was not classified correctly.
Regards,
[redacted]

Revdex.com:Pretty poor treatment for a 20+ year customer. At no point was I offered any actual help to resolve the situation. GET TRAINED IN CUSTOMER SERVICE!
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]

October 5, 2016 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your automobile loan, and we regret any frustration you may have experienced. I understand you spoke with [redacted] and [redacted], of...

our staff, about your concerns. Our research shows the $119.04 estimated payment was based on a loan amount of $6,269.00; however, the final amount financed was $6,937.75.  Ms. [redacted] was unable to make an accommodation to refinance the loan and include the remaining balance from the previous loan due to the call being disconnected.  Should you wish to discuss this option further, Ms. [redacted] remains available to assist you and can be reached at [redacted] or [redacted], Extension [redacted]. As Ms. [redacted] explained, a review of the call recording indicated the representative you spoke with suggested asking about the possibility of rolling the unpaid balance into your new loan.  This was not a guarantee that the balance could be transferred to the new loan. If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

July 21, 2016
 
Mr. [redacted]
Complaint ID #: [redacted]
 
Dear Mr. [redacted]:
 
I am responding to your submission regarding your deposit account.
 
Our records confirm that you filed an inquiry with the Consumer Financial Protection Bureau (CFPB).  We...

responded to the CFPB on July 21, 2016.
 
Thank you for the opportunity to reply.
 
Sincerely,
 
[redacted]

Complaint: [redacted]
I am rejecting this response because: On Thursday, I received a call from Mr. [redacted], a Service Advisor, at Camping World.  He informed me that USAA, had contacted him and requested a supplement report.  He further stated he had no idea why they were requesting a supplement report.   During my conversation with Mr. [redacted], I specifically requested a written response if they denied payment for any item(s) listed on the Camping World estimate. 
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]

September 29, 2015 [redacted]
[redacted] Dear Ms. Bussey: I am responding to your submission regarding your automobile policy premium refund. I apologize for any frustration you experienced as we strive to provide quality service to our entire membership. Our records confirm...

that your automobile policy was cancelled as you requested and that the refund of your policy premium was processed on September 14, 2015. Unfortunately, [redacted], of our staff, was unsuccessful in her attempts to contact you. If you have any questions, she remains available to assist you and can be reached at [redacted] Thank you for allowing us to reply to you. Sincerely, Brian Crites

September 19, 2017   Mr. [redacted] Complaint ID #: [redacted]   Dear Mr. [redacted]:   I am responding to your submission regarding your July 18, 2017, automobile claim and I regret any frustration this matter may have caused you.   Unfortunately, Alan Fulkerson, of our...

staff, was unsuccessful in his attempts to contact you to discuss your claim; however, he confirmed that we issued a check for the total loss of your vehicle on September 12, 2017.    Mr. [redacted], our records indicate we successfully received emails from you on September 5, 2017 and September 8, 2017.  USAA acts in accordance with our core values of service, loyalty, honesty, and integrity and we respectfully disagree with your allegations of unreturned phone call and wrongdoing. If you have additional questions, Mr. [redacted] remains available to assist you.   We appreciate you allowing us to reply.    Sincerely,   [redacted]

January 5, 2015 Captain [redacted], ARNG Complaint ID #: [redacted] Dear Captain [redacted]: I am responding to your submission regarding your rewards points from the USAA MemberShop®. Thank you for speaking with [redacted], of our staff, about how rewards are earned through our MemberShop. As [redacted]...

[redacted] explained, while your $399.00 iPhone® purchase did not qualify for the additional rewards points, as a courtesy, 798 bonus points were granted to you. We are currently in receipt of the invoice for your second Apple purchase and will communicate to you the outcome of our review. If you have additional questions, [redacted] remains available to assist you and may be reached at [redacted] or [redacted], Extension [redacted]. Per your request, credit card arbitration notices may be sent to: USAA General Counsel, [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted] Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC.

November 4, 2016
Ms. [redacted]
Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding the October 11, 2016, automobile claim.
A thorough review of your situation was completed and our records reflect that a payment for the estimated repairs...

was issued on October 19, 2016, and a reservation for a rental vehicle was secured on the same day. Furthermore, a payment was issued to Enterprise Leasing to cover the rental expenses on November 3, 2016. Your allegations of delays in the claim handling are unfounded.
We appreciate the opportunity to reply.
Sincerely,
[redacted]

December 3, 2014
Mr. Christopher [redacted] Complaint ID #: [redacted] 
Dear[redacted] 
I am responding to your submission regarding your USAA automobile glass claim.
I regret the frustration you recently experienced as we strive to provide quality service and fair claims...

handling. Thank you for speaking with [redacted]o, of our staff, regarding your concerns and for allowing her to explain our position. As previously explained, your automobile insurance policy was started online, effective July 31, 2014, with you selecting the coverage limits for the policy. In addition, several months later on September 29, 2014, you again went online and made several adjustments to your coverage. However, your comprehensive deductable was not changed at that time and remained at the $500 limit you selected when starting the policy. While we recognize that you disagree, we feel confident that the correct decision has been made. If you have additional questions about this matter, please contact [redacted] at [redacted] Extension [redacted].
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

February 1, 2016 Mr. [redacted] Complaint ID #: [redacted] Dear Mr. [redacted]: I am responding to your submission regarding your December 2, 2015, homeowners claim. We regret any frustration or inconvenience you experienced as a result of this matter. I understand you spoke with [redacted], of...

our staff, about your claim. A thorough review of your situation was completed; however, no new information was discovered to warrant a change in our coverage decision. We analyze each loss on its own merits, and we are responsible for making decisions in accordance with the terms, conditions, and limitations of the policy. As Mr. [redacted] advised, you do have the option of having an engineer complete an inspection. If you wish to pursue this option, Mr. [redacted] remains available to assist you and can be contacted at [redacted]
Please know that USAA acts in accordance with our core values of service, loyalty, honesty, and integrity, and we strongly disagree with your allegations of wrongdoing. Thank you for allowing us to reply to you. Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Again, regardless of whether or not USAA thinks the matter is closed, it simply is not. The situation is still ongoing; I still don't have the money of which belongs to me. Someone else was unjustly enriched through my funds, and USAA is at fault. I will not accept another invalid business response (via Revdex.com) from USAA. Meaning, I will continue to reject the business responses from USAA until the matter is closed. 
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]

July 14, 2016
 
Ms. [redacted]
Complaint ID #: [redacted]
 
Dear Ms. [redacted]:
 
I am responding to your submission regarding the March 7, 2016, homeowners claim.
 
Thank you for bringing this matter to our attention.  I understand that [redacted], of our staff,...

reviewed your account, and discussed your concerns with you.  Our records indicate that a payment was sent to you on July 6, 2016. 
 
Ms. [redacted], we apologize for any inconvenience you may have experienced, and your feedback was shared with the appropriate area.  If you have additional concerns, Ms. [redacted] can be reached at [redacted] or [redacted], Extension [redacted].
 
We appreciate the opportunity to reply to you.
 
Sincerely,
 
[redacted]

October 2, 2015 [redacted]
[redacted] Dear Mr. [redacted]: I am responding to your submission regarding your August 15, 2015, automobile claim. Our records confirm that you filed an inquiry with the State of New Mexico Office of Superintendent of Insurance (OSI). We will...

respond to the State of New Mexico OSI accordingly. Thank you for the opportunity to reply. Sincerely, [redacted]