by brob83104 » Wed Feb 18, 2009 07:58 pm
My husband and I bought our 2004 Toyota Sienna Van in December of 2008...on July 21, 2009, we were stopped at a red light and hit in the rear of the vehicle by another vehicle. His insurance company has me at my witts end! Here it is a month later and our van is still not fixed...it is the worst customer service that I have ever received. After I initially contacted the insurance company which is a local agent...he was very friendly walking me through the steps of what would happen..the car appraiser would look at the vehicle and when we were ready to take the van to be fixed just let him know and he would have us a rental vehicle there. Well, my husband is a truck driver and we have 2 small children...he happened to be home last Monday and decided to take the van on over...we tried calling the agent several times throughout the morning with no response. When my husband finally got ahold of him..he was extremely rude. I then called the agent with no response...he called back proabably an hour later..with "Yeah" I said excuse me..He said Oh, Ms. Roberts..This is Mr. B...blah blah...I asked hiim why my husband wasn't able to get the vehicle and he said it's becuase "YOU" haven't ordered the parts yet...I explained to him..that I was never told I had to order the parts...I was only told to take my vehicle over when ready...He was rude again..telling me that I would have to sign a paper to order the parts etc...So, we did..Now the parts are there, I called Mr. B on Monday to let him know I would need a rental when I dropped off my van..it is now Wednesday and I haven't heard from him. Meanwhile...I told him..that our vehicle is very new to us and one of the reason's we bought is was for the high resale value...now that it has been damaged we would like to be compensated for the loss in the resale value because of the damage done to the rear..He said no, becuase there was no structural damage. I am sooo upset...I expected to have my vehicle back in it's original shape by now...especially now since the shop has it's parts just waiting on me. I just feel like this man is making no effort in fixing what his insured had done wrong. We have been completely inconvenienced and not shown any urgency at all in this situation. Can anyone tell me what I should do to approach this gentleman and what should I expect customer service wise and compensation-wise? Thanks.
Posted: Thu Feb 19, 2009 05:46 am Post Subject:
First of, who is this gentleman you are dealing with? An agent isn't the right person to handle the claim. Therefore, you need to contact the company adjuster and deal with him/her directly.
Next, you may re-read the policy document as to find whether or not you are entitled for the rental facility.
Were you injured in the accident? Which state are you from?
Thanks,
Rupert
Posted: Thu Feb 19, 2009 06:13 am Post Subject:
Brob, if the agent continues with his obstinate behaviour you may have to report him to the department of insurance. But first try to solve the matters associated with the claim. If you find it difficult to deal with the adjuster, you may need to call up his supervisor in the claim department. Hopefully, it would solve the matter.
Posted: Thu Feb 19, 2009 12:28 pm Post Subject:
No, no one was injured in the accident. We are from WV on the state line..the accident occurred in VA, however, the person at fault and I live in WV. The insurance agency of the person who hit us is a company called WV National Insurance, however, they referred us to a local agent with whom the person at fault has their policy through. Brown Insurance Agency, the person I am dealing with is the owner, I do not think he has any others underneath him. So, I think he is the adjuster, am I correct in assuming this? Also, Mr. Brown himself, told us that we were entitled to a rental vehicle initially and it's just now that he is being difficult in going through with the process. Thanks for the responses. :)
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