USAA

May 4, 2017   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your submission regarding your daughter’s December 14, 2016, automobile claim.   Thank you for speaking with [redacted], of our staff, who discussed your concerns.  I hope...

that your conversation with Mr. [redacted] reassured you that your satisfaction is important to us.  If you have additional questions, Mr. [redacted] remains available to assist you ([redacted], Extension [redacted].   We appreciate you allowing us to reply to you.    Sincerely,   [redacted]

February 24, 2015 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your automobile loan with the USAA Federal Savings Bank. Our employees are expected to be knowledgeable and to provide accurate information. I apologize that this was not...

your experience and I can assure you that USAA does not engage in deceptive practices. Coaching has been provided to those involved to ensure other members do not have a similar experience. Thank you for speaking with [redacted], of our staff, who confirmed that your interest rate has been adjusted to 3.99% to reflect your use of the USAA Car Buying Service. Should you have any further concerns, [redacted] remains available and she can be reached at [redacted] or ###-###-####, Extension[redacted]. We appreciate the opportunity to review your concerns and to reply to you. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:Regards,[redacted] did get a hold of me and he was very indifferent and rude. He simply stated the diminished value is what it is. I told him that I have received a formal and thorough diminished value appraisal from the Hillsborough county court appointed diminished value adjuster Mr. [redacted]. Mr. [redacted] advised me (as well as research I've done on my own) that USAA's method for establishing diminished value is not accepted or recognized by the state of FL. I have submitted his appraisal via email to USAA for review and consideration. Mr. [redacted]'s legal method which will be upheld by the courts has established the diminished value at $7,870.00If USAA does not agree with this amount and send me a check, I will be suing your insured party (Mr. [redacted]) directly in county court for this amount as well as associated court cost and legal fees. When I explained this to [redacted] he simply stated (do what you feel you have to) with complete indifference.I am not trying to get something I'm not owed. However I have numerous people in the industry telling me $990 is a joke, and was established by an illegal or even fraudulent formula not recognized by FL. Also, I have an independent neutral 3rd party using the correct formula that is recognized by FL, coming up with $7,870.00. All of this tells me USAA is trying to defraud me out of the true diminished value.Therefore I have no hesitation to pursue a law suit if necessary as I know this true diminished value will be upheld in court.- [redacted]

Complaint: [redacted]
I am rejecting this response because:To whom it may concernI originally submitted a complaint regarding USAAs refusal to pay for their client hitting my car. USAA responded via Revdex.com stating they would infact pay, however 3 months later they are still refusing to pay fair value.I resubmitted a complaint and it was immediately closed by Sherri Brauer who stated, in the message, that I may respond. There was no mechanism to respond.  Please re-open either or both complaints as USAA still continues to refuse payment. Thank you. 
Regards,
[redacted]

[redacted]
[redacted]
[redacted]
[redacted] I am responding to your submission regarding your automobile policy. I regret any frustration you experienced as we strive to meet the needs of our entire membership. I understand you spoke with [redacted]...

[redacted], of our staff, who discussed the transactions on your account. She also explained why the outstanding balance exists and how you can restore your online access. If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you. Sincerely, [redacted]

August 1, 2016   Staff Sergeant [redacted], USA Complaint ID #: [redacted]   Dear Sergeant [redacted]:   I am responding to your submission regarding your June 27, 2016, automobile claim.  I regret any frustration you experienced as a result of this matter.   Thank you for...

speaking with [redacted], of our staff, who thoroughly reviewed the claim and confirmed that you were not at fault for the accident.  A check for your deductible was issued to you on July 31, 2016.  In addition, your service concerns will be addressed.  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:  USAA informed me to keep using the process that brought me to this complaint in the first place, the process that has taken over 18 months with zero resolution.  USAA also, in regards to this complaint, ignored the fact that I am deployed and stated that they tried to call me to reach me and left a voice message.  After I did not respond, they sent a message via their communication center.  USAA has continued to show that they are completely inept at fulfilling their commitment of being my insurer and fulfilling my insurance claim.  They are trying to force me to accept a payment for my claim that is not sufficient and they are stating that the claim is complete, so I have to accept the monies and afterwards I can submit supplemental items for additional funds.  However, from previous experience dealing with USAA on that matter, they do not honor supplemental items.  They find a loophole to deny any supplemental claims.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:This does not resolve the issue. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]  Dear Revdex.com (9/19/2016)This complains is not resolve yet.This complaint is about the way USAA conducted business in my case.On August 16, 2012, I suffer injuries in a car accident by a USAA customer. The car repairs were addressed very quick and satisfactory.The handling medical injury portion was a different story.In August after the accident, the USAA agent call me, and we had a conversation, the representative mentions that I had four years from the day of the accident to resolve the accident claim, but we can resolve right away.  A letter was received that summaries basically the conversation.  Second page included the statement “According to Florida statute of limitations, you must file and settle bodily injury claims within 4 years from the date of the accident.”On February 2013, the USAA call to find how I was doing.  I requested that a copy of the previous letter that was sent to me, because at the time I believe that the original letter may have been misplaced.After that timeframe USAA went silence.  In summer 2013 my back still having pain, by December 2013 for the first time I was able to start a project and complete the task, with minor discomfort.December 2015 I found my record book, and found some notes from the accident, telephone numbers, and claim numbers of both insurances (my insurance, USAA property damage department, and USAA injury department).I am a very busy professional, with a full agenda most of the time.  But in spring 2016, I called at USAA ext [redacted] and left voice mail in several occasions.  One day at home, I decided to call the USAA 1-800 number, and I was able to speak with a USAA representative, just to find out that USAA have close the case and it will take up to 24 hours to open the case again.  USAA closed the case without notifying me about their action.Sometime later the department manager calls me, and notifies me that she was going to assign me a representative to my case.    The USAA representative calls me and we discuss the case, and she requested my medical records.  I visit the doctors who assisted me and obtained the records and mail them to USAA.  After checking my notes, I realize the assigned agent was the same that I had at the beginning of the case. Medical documentation was mailed by the 20 June 2016.  At the end of June the USAA agent left a voice-mail in my telephone, notifying me of that she have estimated my expenses were around a $1,000.00, and USAA will pay that amount in exchange of a release of liability.  Their offer was unacceptable.  The USAA agent and I spoke again at the beginning of July 2016.  The options were take the offer, or USAA will close case.Early August I e-mail Revdex.com, a started the complaint process.  After that USAA made another offer that was also unacceptable.  Somebody from USAA calls my cell-phone but do not leave any voice-mail.  In my workplace cell-phones are not welcome in meetings and we have to set our personal phones in silent or vibration mode, and many times I forget to turn back the ringer on.  My personal e-mail basically gets read on the weekend.Communication goes both ways, if somebody want to contact me, they can call and leave me a voice-mail and I will return a call ASAP.  USAA agents have call before, and I have call back.  If USAA agent call me, and do not leave a voice-mail, I do not have a way to know who call me.  USAA emails are one way e-mail I have receive then, but I cannot reply.At this moment the dates of August 16, 2016 have past, and my position still the same.USAA is holding payment back, because I refuse to sign a release of liability.  USAA is not compensating me for pain and suffering, and they are only offering back the monies I spent or benefit I lost.  This accident cause by their customer family relative have broad me pain and suffering, and monetary loses that USAA shall pay. What is strange, two persons in my work place highly recommended USAA for my insurance needs and were considering giving them a call, before the accident.At this time I am working in project deadlines and will be very busy until 30 of September 2016.  If somebody wants to get in contact with me, please call and leave a voice-mail, I will return a call ASAP.  My personal e-mail I may be read it over the weekends during this period of time.Thanks[redacted]

Complaint: [redacted]
I am rejecting this response because:USAA did not fully respond in writing to the original complaint. During a recent conversation that I had with a USAA representative, it was explained to me that the business could not honor the auto insurance quote that was presented to me over the phone by a USAA sales representative. In my original USAA Revdex.com complaint, I also requested that the company a.) take corrective action with the USAA sales representative who provided me with the inaccurate quote, and b.) review and modify company policies and procedures regarding phone and online auto insurance quotes in order to ensure that future customers are not misled. These two additional requests in response to the situation were not addressed in the USAA written response to my Revdex.com complaint.
Regards,
[redacted]

May 12, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding your automobile claim.
Mark Briggs, of our staff, was unable to contact you by phone to address your concerns. After receipt of the police report, we were able to ascertain the other driver was at fault for the accident. Please know that we conduct business in keeping with USAA’s core values of service, loyalty, honesty, and integrity, and your allegations of improper actions were unfounded. If you wish to discuss this matter further, Mr. Briggs remains available to assist you.
We appreciate you allowing us to reply to you again.
Sincerely,
[redacted]

December 11, 2015Ms. [redacted]Complaint ID #: [redacted]Dear Ms. [redacted]:I am responding to your second submission regarding your automobile insurance premium.We responded to your complaint on November 19, 2015.  Our records indicate that USAA recovered settlement of the damages from the adverse insurance carrier on September 3, 2015.  However, as indicated in our response, this would not reinstate the Premier Driver Discount.  While we recognize that you disagree, we feel confident that the correct decision has been made.  No new information has been presented that would warrant a change in our response.  It is important to know that we adhere to all applicable regulations and act in accordance with our core values of service, loyalty, honesty, and integrity, and we disagree with your allegations of wrongdoing.  We appreciate the opportunity to review your concerns again; however, we consider this matter closed.   Sincerely,
[redacted]

May 27, 2015 Sergeant First Class [redacted], USARComplaint ID #: [redacted] Dear Sergeant [redacted]: I am responding to your second submission regarding your March 31, 2015, automobile claim.  Another thorough review of your claim was completed, and as [redacted], of our Claims staff, explained, we have agreed to pay for the left front lower control arm, which includes the ball joint and bushings.  Mr. [redacted] continues to be available to answer any additional questions you may have about this claim.   Thank you for allowing us to review this matter again.   Sincerely, 
[redacted]

December 17, 2014 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your September 26, 2012, automobile claim. Our records reflect Premier Services inspected your vehicle and arrived at an estimate of $8,156.09 for the stereo equipment you...

advised was taken from your vehicle. For losses involving audio equipment over $1,500.00, USAA may request proof of ownership, which we did in this case. To date, we have not received the proof of ownership. [redacted], of our Claims staff, was unable to reach you regarding your concerns. Accordingly, a quote for basic equipment was completed. Please know that we will consider any supporting documentation you submit. Should you have any questions, [redacted] remains available to assist you and may be reached at (210) 531-USAA (8722), Extension [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted]

November 4, 2014
Senior Master Sergeant [redacted], USAF (Ret.)
Complaint ID #: [redacted]
Dear Sergeant [redacted]:
I am responding to your submission regarding your homeowners insurance policy and mortgage loan. We make every effort to handle our accounts efficiently, and I...

apologize this was not your experience.
I understand that [redacted], of our Member Advocacy Team, sent you a written explanation detailing the events that transpired with your homeowners policy premium and mortgage loan escrow account. I deeply regret any frustration this situation caused you.
Should you have further questions, Ms. [redacted] remains available to assist you and may be reached at [redacted] or [redacted], Extension [redacted].
Thank you for 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, with caution, is satisfactory to me. That said, to date there has been no resolution to the complaint. However, if USAA does truly uphold the values as stated, I am hopeful that contact will be made with an attempt to resolve this matter.
Regards,
[redacted]

[redacted]
[redacted]
[redacted]
[redacted] I am responding to your submission regarding your debit card. I am sorry to hear about the frustration you experienced as we strive to provide quality service to our entire membership. We have addressed this matter with...

those involved to prevent a future occurrence. [redacted], of our staff, was unsuccessful in her attempts to contact you to discuss your concerns. However, she confirmed that your new debit card was delivered to you via expedited mail and activated on April 15, 2016. Should you have any questions, Ms. [redacted] remains available to assist you. 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 to me.
Regards,
[redacted]

October 3, 2016
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your request for a quote for an automobile insurance policy. Our employees are expected to be courteous and informative and to handle matters in a timely manner; I...

regret that was not your experience.
I hope you found your conversation with [redacted], of our staff, responsive to your concerns. As a courtesy, she agreed to accept a 50 percent down-payment and set up an automatic payment plan; however, you did not accept the accommodation. As she advised, the policy premium is subject to change which may change the down-payment requirement. If you have additional questions, Ms. [redacted] remains available to assist you.
Thank you for allowing us to reply to you.
Sincerely,
[redacted]

March 8, 2017
Ms. [redacted] Complaint ID #: [redacted]
Dear Ms. [redacted]:
I am responding to your submission regarding your homeowners insurance claims. I regret any frustration you experienced as we strive to provide quality service to our entire membership.
I understand that payments for...

the home repairs have been issued and your concerns have been addressed. Please know that your inquiries about medical reimbursement have been submitted to our service provider for handling. Our records indicate that they have contacted you and are awaiting a response. If you have additional questions, Ms. [redacted] remains available to assist you.
Thank you for the opportunity to reply.
Sincerely,
[redacted]