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Got Screwed again by usaa mortgage

I got screwed again!! Shame on me for trusting them again. They lied about the 'pre approval" on our mortgage. I talked to some mexican person that could not speak English (San Antonio call center, what a surprise!) Anyway they are sucking the big one! The mortgage underwriter denied us for no valid reason and would not say why. It makes no sense. They loan counselor (barely speak english) has no knowledge of how this stuff works even! How dare this company uses people that are not competant. Thy suck the big one. Do not ever use USAA MOrtgage Services for anything.
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6 comments
Anonymous
#502894

I agree with all of the comments. I am in the process of trying to close and USAA does not seem to understand how escrow works.

They won't close because they need a paid in full receipt from the insurance that is supposed to be paid by them out of escrow when we close. Talking about a bunch of losers. Everyday they have asked for something new and telling me that is all I need it is with the underwriters for final review. And when I do the leg work to find the documents I find that the USAA processor had them in his email all along.

I have been a member of USAA since 1985 and the service has gone way down hill. I recently moved all of my vehicle insurance from USAA to All State as well.

Anonymous
#496990

Ditto the above. LOVE usaa for banking and insurance, mortgage was a nightmare. Any contact names in USAA management?

melissakline
#429840

I am a current USAA mortgage processor for both the VA and conventional lines of business. I am the first to admit that all the negative comments about the USAA mortgage process and processors are, sadly, correct.

For starters, my co workers were recruited from largely from day labor agencies- that's right, your "loan representative" may have been laying brick or drywalling one day and next day that person is "processing" your mortgage!! Also, we (yeah I admit, I take part in this) make key documents "disappear" if we were having a bad day. For example, a purchase contract or an appraisal can disappear EVEN if you, the applicant keep sending in documents :-) Additionally, voicemails get deleted without getting heard, and emails too (from you, our member). This happens because we resent having the weight of the world on our shoulders while the team leads and Underwriters do almost nothing!! I have caused many closings not to happen- especially purchases when we have the authority to delete entire loan files!

Also, because we are the point-of-contact with the appraiser, title companies, etc., we routinely ask the appraisers to "low ball" the appraisal so the deal falls through. Now, before you start getting all mad at me, please consider the following: If a loan is denied for low appraisal, it is AWESOME because that file falls off our caseload. If the appraisal does come in where we need it to, then it creates a MASSIVE amount of work for us!! It SUXXXX!!

USAA mortgage does not provide us with training and we largely "make it up" as we go along. We do not try to create a bad member experience; however, due to the fact our caseloads aAre so heavy, we do anything possible to "kill" a deal. It sounds horrible, but afterall what would you do if you were one of us?? We don't earn barely above minimum wage and we are 100% "contracted" labor. In other words, we are "temps" and we have no benefits and are expendable!

Make up your own mind if you want to deal with USAA Mortgage- you now have all the facts!!

Melissa K

Anonymous
#323627

We are so upset with USAA Mortgage, that even though they are subcontracted out, we are thinking of withdrawing and changing all of our accounts as USAA corporate is responsible for allowing such an unprofessional division to exist. I make 6 digits, my wife makes 6 digits.

We have no credit card balances. We have over $150K equity on an existing mortgage. We were buying a house well below what we qualified for. USAA constantly treated us rudely and we were constantly told to bring better documentation of my future employment - then we would cross our fingers and hope that this was the right "rock".

We began to get worried that we would not make closing date. Finally, we jumped ship. USAA Mortgage put an "Adverse Action Item" in our file stating that they denied us credit!!!???! Not, that we left them.

First, we were shocked, because this was untrue - and this was USAA, even if a subcontractor but still USAA stating something so false. Then, we were angry, we knew it was because we jumped ship and complained to the Better Business Bureau about them that they lied about us. Finally, we knew that this would affect our next application with our new mortgage company - they got us for complaining, screaming, and jumping. However, our Better Business Bureau will be pursued.

As much headache as we are going through now, we will post on as many blogs as we can while brusing their Better Business Bureau rating. We recommend that all of the posters due the same.

Anonymous
#304519

my husband and I are going through the same situation. It is Saturday and our closing date is in 2 days which is Monday.

we didn't hear any yesterday from the underwriter about getting approved for Monday. We tried calling them millions of times yesterday. They dont answer, so unprofessional. this is making everyone one look bad.

Especially us, it makes us look incompatent. When if it's the banks fault for not communicating with my realtos and lawyer. I should of listened to my realtor from the begining and went with a lender they knew.

For people thats debating what bank to use DO NOT TRUST USAA. It is so sad for me to feel this way because USAA is supposed to help military families out not give them any sort of burden.

Dozer
#294099

4th Closing date, 3rd processor, getting no where. Sellers about to back out, USAA knows it, but still moving like slugs.

If you are reading this. Trust me, Do not use USAA Mortgage. My realtor told me to go with this bank in town. I said, I would go with USAA, they are good with stuff like this..HAAHAHA..Little did I know, that the mortgage dept.

is totally worthless. A waste of time. I speak from experience. You will regret it when you are weeks past the original closing date.

You need to go somewhere that you can walk into. There are alot of banks that are VA approved lenders. They will have you done in no time. I am on my 4th closing date, sellers want to back out.

Faxes are lost, emails are buried. You know, the email that has the important info they requested one day before closing, and now your closing date has been pushed back, again. You will not be able to get your processor on the phone. You need to use extension 78466, and they will instant message your processor, who will message them back.

HOW??, so, the processor doesn't answer the phone when you just called,even though they are right there. NOPE! Also, they will call at the end of the work day, to give you some info, so that it will have to wait till the next day, so that you can send them the bank statements they lost, for the 3rd time. Hello, check your email.

Its still in your *** email...duhhh! I have chosen to go with a different bank now. The one my realtor told me to use from day one. One that I can walk into, right down the road.

My paperwork, all of it, is currently sitting on the underwriters desk.

All they are waiting for is USAA for the appraisal documents. And its a done deal.

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ID
#230533 Review #230533 is a subjective opinion of poster.
Location
Bellevue, Washington
Service
Usaa Loan
Loss
$234

US Navy War Vet

I am a US Navy War Vet just got out of the Navy. I found the house I want to buy near my new job, I am staying in a hotel till we close on the house. The VA said they can not close before 2weeks to protect us, that is too long for me and my family to stay in a hotel with a new baby. We heard high recommendations from USAA, when I called they said they could close in a week, of course I went with them. I Had all my paperwork sent to them that day. They changed my loan processor 4 different times each time they lost all my paperwork and I would have to send everything all over again, including calling the builder and title company and having them send their paperwork over again also. We were with them for 2months our last loan processor (Marimar) wouldn't answer the phone or call back till 4:30p their office closes at 4:30p so she would say I'll call you back in 30min and of course she never did. When I would call Customer Service and tell them my problems they would say let me try to track her down, I would be put on hold for about 30min they would come back and say "I'm sorry I can't find her, can I please put you on hold again and call her manager." 2 mins later "I cant get a hold of her either let me try the next manager." 2more manager later and I'm screwed I get to leave a message and not get called back till 4:30p again. This was a daily occurrence. I switched banks on Monday, called USAA at 11a to request the VA appraisal and withdraw my application. I received a call back from Marimar at 4:30p she says she needs it in writing she cant take that over the phone. I wrote it out, scanned it in, and email it within 5 mins, called back and I can not get a hold of anyone. Tue I try calling USAA I still cant reach anyone, I called 3times that day still not being able to reach anyone (Marimar's managers voice mail was full all day). Wed at 4p I receive an email from Marimar requesting the Lender VA ID she said she needs this before she can send us the VA appraisal. I replied back exactly 3 mins later with the ID, and I called her not being able to reach anyone. Now it's Thur, this morning I resent the Lender VA ID still have not been contacted back by USAA. When I called customer service they put me on hold for an hr, then would not transfer me to Marimar since my loan was withdrawn. As the customer service lady was playing middle man between me and Marimar, the customer service representative told me Marimar was about to leave. Marimar left with me still on the phone, she sent no appraisal and I will be doing this all over again tomorrow. This has been a daily occurrence with USAA for the past 2months. I recommend NO ONE EVER Going through USAA because even when you finally change banks they will hold you up as much as they can even at your new bank. My new bank has everything done all they are waiting on is Marimar to send over the VA Appraisal.
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5 comments
Anonymous
#307246

WOW. I just dealt with this EXACT situation with USAA.

Original closing date was April 22, 2011. We JUST closed June 16th. No communication, no call backs, no return emails! I had to send the same items over and over again.

Unacceptable. The seller was moving across country, already had her furniture moved and was waiting on us as we pleaded for more time.

Thank you Lorraine Santana (Loan Officer). We almost lost the house of our dreams because of you incompetence.

Anonymous
#295129

To: Dozer 11B Infantry :)

I know how you feel, sorry you had to go through the same thing.

To: usmcdeathcard :)

Thank you for the info but when we went to a small local bank they didnt misplace 1 peice of paper and closed in 14days.

To: USAA

Her name is Marimar NOT Miramar and I'm not suprised she doesn't working there anymore. I with I would of known about calling the bank president when I was still wanting to work with you guys. Yes the VA had the appraisal but wouldn't release it without some code or document#, Now I can't remember the name but Marimar wouldn't even give it to me. I called several times, a week later her manager emailed me the "code". Thank You

To: BooHoo

Thank you for showing everyone what trash really is.

Dozer
#294100

4th Closing date, 3rd processor, getting no where. Sellers about to back out, USAA knows it, but still moving like slugs.

If you are reading this. Trust me, Do not use USAA Mortgage. My realtor told me to go with this bank in town. I said, I would go with USAA, they are good with stuff like this..HAAHAHA..Little did I know, that the mortgage dept.

is totally worthless. A waste of time. I speak from experience. You will regret it when you are weeks past the original closing date.

You need to go somewhere that you can walk into. There are alot of banks that are VA approved lenders. They will have you done in no time. I am on my 4th closing date, sellers want to back out.

Faxes are lost, emails are buried. You know, the email that has the important info they requested one day before closing, and now your closing date has been pushed back, again. You will not be able to get your processor on the phone. You need to use extension 78466, and they will instant message your processor, who will message them back.

HOW??, so, the processor doesn't answer the phone when you just called,even though they are right there. NOPE! Also, they will call at the end of the work day, to give you some info, so that it will have to wait till the next day, so that you can send them the bank statements they lost, for the 3rd time. Hello, check your email.

Its still in your *** email...duhhh! I have chosen to go with a different bank now. The one my realtor told me to use from day one. One that I can walk into, right down the road.

My paperwork, all of it, is currently sitting on the underwriters desk.

All they are waiting for is USAA for the appraisal documents. And its a done deal.

Anonymous
#265913

Well Sailor, not sure where you ever thought you would close on a huse in a week or even two..I just refinanced my house at a lower rate and it took 5 months. FIVE months, and Im using the same bank that has the original loan, so dont expect anything to happen with any military quickness, it wont.

Whatever you send a bank send them "signature" so you can prove you sent it, never send originals UNLESS you certify the mail.

Anonymous
#265903

There isn't a mortgage processor named Miramar. Call the Bank President if you're not getting a response. Plus VA should have the appraisal, too.

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ID
#228658 Review #228658 is a subjective opinion of poster.
Location
Amarillo, Texas

No one is working to "look" at the customers as individuals

Dear Mr. Robles, I hope someone let's you read this email. In the last 10 years I have lost my parents, my brothers and my youngest son. I am 64 years old, retired educator, and going through a divorce. I am living on social security and a small pension from the school system. All my family has died except for my oldest son, who is a school principal. I want to stay in my house, but the payments are too high now. I have been a loyal member since the 70's and my payment history is spotless. I pride myself on being a good consumer and pay my bills on time. I am forced now to sell my house, but no one will but it because it isn't worth what I put into it any more. I have to spend $500 a month on health insurance and pay for medications for the polyarthritis that is crippling me. I am in a position that needs a special eye to see past the rule and regulations that have replaced the "care" you say you have for your customers. I do NOT want to walk away from my obligation to you, but I may have no choice. NO one will think outside the box and take a chance on me. This is my last effort to try to salvage my dignity, my pride, mr excellent credit rating. But at my age, I may have to throw that all away to be able to live my life. Please help me. I am upside down in my mortgage, my house is depreciating every year, and I don't qualify for any special modifications because my gross income is too high. Who lives on a gross income? I had to pay 950 dollars in excess income taxes this year, and my 85 year old home need upkeep. Do you really care? Amelia Lubrano
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3 comments
Anonymous
#362879

The problem is the people working at USAA, they act like automatons. Ask a question and you get a preapproved preformatted response.

They're not allowed to think outside the box. It's a pity really as they grew their brand by providing one-on-one service.

My advice is to switch to a small credit union, USAA has turned it's back and become just like the rest of the evil too big to fail banks. Turncoats.

Anonymous
#276313

Wow, you people are seriously heartless. Maybe you should take your own advice.

She has to pay over $500 a month for medical care, do you know what that feels like? If you've never had to pay that kind of money for medical care, then you wouldn't understand, so maybe you should shut up "Shut Up!"

Good luck to you Amelia.

Anonymous
#267060

USAA is a business, not a charity. If you want a handout that leads to bankruptcy, ask the federal government.

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ID
#227578 Review #227578 is a subjective opinion of poster.
Location
Tampa, Florida
Service
Usaa Mortgage

USAA manages to find the most inept mortgage procesors on oearth

Never in my life did I think applying for a refi loan with usaa was going to be more complicated and time consuming than opening a business as a foreigner in the republic of Congo( or any other African nation). What a bunch of inept employees usaa has. Unbelievable! I work for the Fed Govt, have an 800 credit rating, and yet USAA made trying refinance my 70k home like I was trying to refinance a castle next to the queen of England. ATAY AWAY FROM THE MORTGAGE DEPT AT USAA. THEY WILL MAKE YOU WANT TO COMMIT SUICIDE OF TOTAL DESPERATION.
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3 comments
Anonymous
#752141

one of their insured hit my vehicle and usaa has yet to fix it it. Its been over a month.

Usaa sucks. pay the *** $1200 claim you fools!

Anonymous
#368705

Have you ever had to file a claim with USAA over that 40 yr period?

Anonymous
#337208

Been with USAA for 40 years. Customer Service has been great.

Car insurance great. Home insurance and credit card, good. Health insurance poor. Home mortgages poor.

They excel at some things, not others. Overall, I've been with them 40 years because they do some things VERY well.

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ID
#227315 Review #227315 is a subjective opinion of poster.
Location
Oklahoma City, Oklahoma
Service
Usaa Refinance
after nearly 20 years, they dropped me after a single vehicle accident when i called them to complain about their terrible customer service. Stay away from this company. 20 years, without having to pay a cent as a result of my driving and they dropped me as a client. ...
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7 comments
Anonymous
#807408

As many of you have stated here, USAA (and specifically their claims department) is one of the worst in the insurance industry to deal with. The entire "we haven't talked to our client" game that they play is unethical.

They play it this way in the hopes that people with just go away, or file a claim with their own insurance company. Statistically, they probably have found that a small percentage do just that - so they never have to pay the claim. For those that want resolution, contact your state insurance department, or an attorney, to get things resolved.

Oh, and if any of you are lucky enough to speak with Linda Cordova, a claims rep at USAA, please write back, as I am not sure she exists (after 7 voicemails in 7 days). USAA is WORTHLESS!

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ID
#225693 Review #225693 is a subjective opinion of poster.
Location
Meridian, Idaho
Service
Usaa Claim
Loss
$1200

USAA doesn't help Deployers,

USAA customers service is terrible. I called and asked for a reduced rate on my auto insurance for my deployment period - They would not reduce my rate. If I had been removed from the insurace the rates would increase while I'm deployed and will have NO access to my car. Then on top of that news they made unauthorized changes to my policy which raises my rates anyway. ?? USAA folks are money hogs and will do anything to raise rates - the "we are for service members" is a scam. Can't wait to leave USAA for a company with better service.
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2 comments
Anonymous
#322042

Dear Shslay,

I am a former bank manager and a soldier in the Army. I have been through three deployments with USAA and never experienced a problem. Your comments are deeply ambigious and seem defensive. I suspect that there is another reason b/c your comments do not add up.

Maybe you should try being honest with yourself first.

Anonymous
#301909

I have had USAA forever, never ever had a problem. They have always aided me on all four deployments, and have some of the best online banking I have ever seen.

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ID
#224236 Review #224236 is a subjective opinion of poster.
Location
Baltimore, Maryland
Service
Usaa Auto Insurance

USAA wants me to act

5 years ago I had a real problem with USAA. As part of an accident, they were to provide a rental car to me. When I pointed out that i did not use plastic and wanted a rental with no deposit required they said no problem if i rented from thier preferred agent enterprise I go to them for the car and was told by them to ante up $50 for gas. When i called usaa they told me it wasnt a deposit and refused to accept that if it looked like a duck and quacked like a duck its a duck since money up front is a deposit they would not make good to get the car that my plan covered. After getting ballistic they send me a check drawn on a bank with a branch in my local town. Carless, i walk 2 miles in 15 degree temps to cash the cheak and get the rental car. Their bank informed me that they could not cash the check as their account holder set up the acct to mandate that their check be deposited into an account and was not able to be cashed at the bank. Nowhere was this stated upon the check and when i called USAA and asked them to do somnething they , in essence said, tough ***. Five years later, with a new policy and another discussion this history was brought up. I am still very pissed with them and stated so. Today i get an official notice that they were not going to renew my policy for 'speaking to them in an unprofessional manner..." , when i called them today their underwriter in essence said tough ***. Personally, if you want me to speak professional you should first act professional and since they had not in the past they dont warrant "the king's english" from this peon. I feel they owe me damages for failure to provide the rental car then providing me with a check that was non cashable plus damages for pain and suffering a 4 mile hike in sub freezing temps cost me due to my bad legs
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ID
#221646 Review #221646 is a subjective opinion of poster.
Location
Reston, Virginia

USAA not fair in valuation

We were involved in an accident with a vehicle that has a branded title of "Lemon Law Buyback". USAA will not reimburse us with an Actual Valuation Report fairly as they are using a "Salvage Title" valuation report. USAA should not charge a full price of comp coverage if they only intend to pay out 1/2 the worth because of the title if the vehicle is involved in an accident. There are differences between the "Lemon Law" and "Salvage Title", why isn't there a difference in the Valuation Report. The Valuation Report provided by USAA has "Salvage Title" on the top. They offer no explanation as to why they took my money to get full coverage buy only offer half on a claim. Has anyone else had anything similar?
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ID
#220738 Review #220738 is a subjective opinion of poster.
Location
Phoenix, Arizona
Service
Usaa Claim

Lemon law title issue

We have a vehicle branded with a "Lemon Law Buyback" title. It was involved in an accident and USAA only offered to reimburse us half the value of what the vehicle is worth using a "Salvage Title" valuation. If USAA didn't plan to reimburse us in the event of an accident, USAA should not have charged us a full price for our insurance under the comp! If USAA would utilize the correct Valuation Report we would be reimbursed for the actual value of our vehicle, but they argue because of the branded title, it falls under the Salvage Title category even though they are two seperate titles which represent two seperate issues! Has anyone had any dealings with USAA regarding this?
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1 comment
Anonymous
#272010

I had a similar situation happen to me and just went away upset. There was nothing I could do. Sorry.

ID
#220737 Review #220737 is a subjective opinion of poster.
Location
Phoenix, Arizona

USAA Mortgage Refinance Bait and Switch

I was offered an acceptable refinance rate for my VA mortgage on my initial conversation with USAA and agreed to have them take $350 from my checking account. When they called to follow up the deal, they said that I didn't qualify for the rate I was promised and that I would have to pay a higher rate, which was unacceptable to me. When I told USAA that the new rate wouldn't work for me, they promised to refund my $350. Three weeks have passed, and they have not done so, even though I have called them numerous times. I was told that they do not refund this money and that they are waiting for the finance department to get a response. If you look on their website, they have no number for customer service or way to launch a complaint. They are obviously trying to make it hard for customers with complaints to talk to them. I originally had problems with USAA's mortgage department with my first mortgage with them three years ago, so this is not the first time I've had problems with them. It will be the last time.
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1 comment
Anonymous
#361087

They deny our pre approval loan, also deny to refund us $350.00, we got worse than nothing, USAA collected $350.00, we lose our hard earned money plus much pain. USAA including the "executive resolution team" were all junk, the people we had deal with were all liers, even the "top manager named Joe Vallejo", others such as Yvette Alvarado, Robert Drucker, Charysse Solorio, from the same team, they were not humans, there were just machines, or like a wolf with a sheep skin, nice to you when you were talked to you, then turned around to find way to hurt you, our loan processor Marcia Stewart and her manager Cindy Weber were just simply lazy and un resposible, be aware these people,but more important, run away from USAA mortgage services, otherwise, you will feel deeply sorry for your self.

If anyone knows how and where to take further action to aganist USAA mortgage services, please let me know, thanks.

ID
#219825 Review #219825 is a subjective opinion of poster.
Location
Dallas, Texas
Product
Usaa Checking Account
USAA does not have good appraisers for house loans. I had an appraisal by one that put the appraisal in 2-2011 $67,500. lower than an appraisal done 10 months before in 4-2010. After talking to a real estate person that has sold home in this area for over 30 years I...
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8 comments
Anonymous
#1166634

Helpful commentary ! I loved the info . Does anyone know where I might locate a blank USAA Power of Attorney copy to use ?

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ID
#219683 Review #219683 is a subjective opinion of poster.
Location
Los Angeles, California
Watch out for USAA Mortgage Services and especially for refinancing. I refinanced with them a year or so ago and had no problems. This time it was a frustrating and stressful experience. I thought maybe I was overreacting and going nuts, but after searching online...
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5 comments
Anonymous
#263898

I am going thru the bait and switch on the terms, moved back closings, and general run around misinformation as well. It has been four months now and I told them today I am ready to walk away. I think that is their scam. They give you terrible customer service until you walk away leaving your ernest money behind.

Disclaimers-

I am not an ex employee of USAA.

I have an excellent credit score.

I have lived in my house for 17 years.

I have held the same job for 18 years.

I was not declined a loan from USAA and have been "credit approved" for months.

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ID
#217068 Review #217068 is a subjective opinion of poster.
Location
Fresno, California
Service
Usaa Refinance

USAA auto insurance is the worst

Somebody rear ended me on the freeway. The other driver freely admits it was his fault. My car was deemed a total loss. The other driver's insurance company (USAA) made an offer to settle, but the offer is so low that I can't replace the vehicle without an out of pocket expense of about $2.5K (same year, type, mileage, and equipment). The claim adjuster (Melinda somebody) at USAA will not even look at the comparison vehicles that are for sale that I found on Craig's list. The adjuster NEVER picks up the phone and rarely returns calls. Now I've been told that a check for the unaceptable amount is in the mail. They do not communicate, and now they will try to shove a lowball settlement down my throat. USAA doesn't negotiate, and they have sent me virtually nothing in writing. Now I'll most likely have to sue the fellow who ran into me. When I get a judgement against him it will show up on his credit report, and it will not be good for his credit score. The USAA commercials make the company sound so good, but they stink really bad. I'm a vet myself, and I'm really glad I never enaged with USAA.
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1 comment
Anonymous
#493168

same story here it's been a month by now still waiting to see the result of their adjuster. ridiculous service Using Military value as their advertising and doing totally opposite.

ID
#216802 Review #216802 is a subjective opinion of poster.
Location
Chicago, Illinois
Service
Usaa Auto Insurance

USAA won't CEASE & DESIST - Unethical, Illegal

USAA, after repeated verbal and written attempts, will not stop collecting on my credit card account. They state that they "will not honor" the request. My wife has an account and is getting the same treatment. I have filed a complaint with the FTC and hope this will help cause them to rethink their professional attitude toward the human race. And, they just repeatedly continue to call many times per day. I use the verizon phone block and they just then change the phone number they call me from. I have asked other credits to cease and desist by email and they have all agreed, save USAA. United States Arrogance & A%*#$(#(%
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4 comments
Jack
#297277

The federal Fair Debt Collections Act does not apply to original creditors, such as USAA. It only protects you from outside debt collectors.

Thus, USAA has no legal obligation whatsoever to Cease & Desist under federal law.

Of course, if you paid your bills and / or didn't act like a deadbeat they wouldn't have to call you now, would they? ;)

Anonymous
#264471

you borrow money and then get upset when they ask for it back??? yeah, you need to wake up.

cease and desist..ha! would you?

Anonymous
#236055

Unfortunately, a creditor does not need to adhere to anything agreed to in an email. In order to make them cease and desist you need to send them, via certified mail return receipt, a written cease and desist letter.

Be advised that this may push them to sue for the debt and you may soon receive a summons. If you can afford to pay a partial per month draft an agreement and send it to their corporate office with a request for them to sign and return if they agree.

Do not trust anything unless you have it in writing. Good luck!

Anonymous
#235310

America is doomed because of DEADBEAT LOSERS LIKE YOU WHO THINK THE WORLD OWES YOU!!!!!! PEOPLE LIKE YOU ARE CALLED LOWLIFE WORMS. :sigh :sigh :sigh :sigh

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ID
#215960 Review #215960 is a subjective opinion of poster.
Location
Houston, Texas

USAA - worst claims department ever

I was involved in a car accident with a person who is insured by USAA. I did not get a ticket as the accident was not my fault, so I went about calling USAA to make a claim. First they told me it would be upon my insurance to cover the cost of a rental car. I got a new representative at that point who told me the first one was wrong. They told me to go to Enterprise for a rental car, but being 23 and TRYING to keep out of debt, I don't do any type of credit cards. This means I was unable to qualify for the rental car. So instead they agreed to send me a whole $30 a day to 'cover my transportation costs'. They told me the 'check was in the mail' on the 22nd and finally on the 30th, after not getting a check this whole time, I called them and they assured me it was actually sent out on the 27th! The whole time I've also been waiting for an adjuster to look at my car and decide what the damage is. The accident happened on a Tuesday before Christmas. They said "someone will be down within 48 hours" so the following Monday (6 days later! christmas was on saturday) I call to see if the adjuster guy got lost. My phone had been shut off in the mean time, I had to pay the tow truck the last of my money to get my car dropped at my house instead of a yard, so when my phone bill came due I couldn't pay it. I called (from my brothers job) on Monday to tell the people all of that, and to just stop by my house, seeing as I had no car and it was a shared car the whole family was using, we were all stuck at home and somebody would be there. I told them "just stop by". So they called my 'extra contact number' two hours later to let them know they couldn't get a hold of me and would try again the next day, because my phone was off. I called, and told them my phone was disconnected, and they contacted my grandma to say they couldn't get a hold of me. The next day the adjuster guy shows up, takes pictures of my car, and promises me an answer within 48 hours. 3 days later I finally get a hold of the person 'handling my case' and he tells me that there was an error when the adjuster was sending him the report and that I might get lucky on seeing any progress by the middle of next week. Thank you USAA I agree, you deserve the highest ranking customer service satisfaction! I'm just thankful the last person who hit me had a better insurance company, because this is just crazy getting the run around like this. Very unprofessional.
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13 comments
Anonymous
#712212

I am a Loyal USAA customer since 2003. In 2009 my wife was in a car accident.

Her car was in the repair shop the same day with a rental car. In 2010 my basement backed up. The adjuster was out within 3 days. From first call to check was 10 days for a 10k check.

The 2 weeks later a 2500 check for mold came. Easily this is the best bank and insurance company I have dealt with. I have two house covered by them, two cars, life insurance, and my banking. Many of my military buddies have them two.

The have high rating for a reason.

Im sure all companies have horror stories, but this company is as good as it gets when it comes to insurance.

Anonymous
#683905

Listen, I can't speak too much for people who have had to deal with USAA, but for those of of you reading these comments and starting to get worried, try to keep a few things in mind while going into the claims process; total loss is usually determined by a repaircost/value of the vehicle at the time of the accident. If the repairs are ~80% of the value ( and not kelly blue book, theyll likely use a much more detailed a throughput system designed specifically to be more accurate) of the vehicle it will likely be totaled.

Some states will allow you to keep your car but this is out of the ins company's hands... which brings me to the next tip, Insurance is big business that the gov't fully regulates. Trust that they will not purposefully do anything shady as it would cost them much more money to be audited by the gov't then it is to just give you what you want. Which brings me to the final point...

we all have expectations from our claim, but the reality is its going to take time. Its not going to be easy and you're going to get frustrated. Try to remember at all times; the voice handling your claim is likely a REAL LIVE human being. Be amicable, be polite and try to talk with a smile in your voice.

Being nice to the HUMANS who work a day job ( yep, just like you) handling angry people calling them all day can only help your case. Good luck everyone, I hope you find this helpful.

Anonymous
#555973

In May if this year my son was hit and killed by a USAA Driver, It is now Mid-October and they are still trying to jack around. I am by no means a litigous person...what is the point it will not bring my son back...BUT, USAA insures for a reason and this is one of them.

I have not asked for no more or less than what this young mans insurance is supposed to cover and yet they are still trying to find ways to not pay anything.

Meanwhile the young man who hit my son is riding around in a new vehicle with his underaged pregnant girlfriend and my son still has no headstone! I hate to do it but the next call I make will be to my own personal Lawyer!

Anonymous
#395550

USAA is the worst insurance company and they are unethical. If you want to close them down than file a complaint with the insurance commission and with your legislators.

Use the pen and paper on these folks 'cause they need to be closed down. ASAP And as for the claims adjuster who is on this blog... just do your job and stop attempting to justify it you jack_______!

Go get yourself an attorney and sue these people. Sue Sue Sue!!!!

Anonymous
#395547

This is the second time a soldier who has USAA has hit my vehicle within a five year time span. Each time the soldier claims he has been to war.

Well being a military brat and military wife (my husband is retired) yep I understand war is war but really can you people come back home and act like responsible citizens. This time the soldier drove his car with a tire with was not mounted correctly for three days and it came of and cause us to fly in the air and into a ditch. The claims adjuster told me to be thankful we did not get killed and after all they did pay for the car. Well you cannot pay for someone's neck, back, shoulder, and the PTSS they are experiencing because of a wreck caused by someone who is not responsible.

Again this is the second time I've had to deal with this company and they are only concerned about saving their company money. They don't give a ----- about you so go get yourself a lawyer!

Anonymous
#283855

A drunk driver Hit me On 4/19/2011 and she has insurance with USAA today it is 5/9/2011 and I havent gottoen anything mii car is a total loss ! I have 22' crome rims on mii car which i paid 2200 for and music that i paid 900 and can you believe that they dont want to pay me for it they said they will give me 500 for mii rims but nuthing for mii music !

lik is that even fair ? they havent contacted any of the ppl that was in the car with me ! USAA sucks ! and they should be shut down !

ASAP! they are only making inocent peoples lifes *** !

Anonymous
#272777

There hasn't been a Board of Insurance in Texa since 1992.

Anonymous
#264764

I am an adjuster and the complaints you have are not valid. The adjusters are complying w/ the terms of your contract and if you read them, you would understand why a deductible applies and why you are not given back what you paid for the vehicle but the actual value of the vehicle if it is a total loss. READ YOUR CONTRACT AND THAT WILL SOLVE YOUR PORBLEM

Anonymous
#264763

I am an adjuster and the complaints you have are not valid. The adjusters are complying w/ the terms of your contract and if you read them, you would understand why a deductible applies and why you are not given back what you paid for the vehicle but the actual value of the vehicle if it is a total loss. READ YOUR CONTRACT AND THAT WILL SOLVE YOUR PORBLEM

Anonymous
#248927

Usaa claims is horrible they settled a claim for $1982.00 with me and kept $500 of my car money afterwards they went into my account and took the $1482.00 could not tell me why and my rent check bounced and I ahd to pay $155.00 for nfs fees plus late payments.I asked why did you take the money back ,answer,someone screwed.TEXAS STATE BOARD OF INSURANCE IS THE ANSWER

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ID
#213902 Review #213902 is a subjective opinion of poster.
Location
Colorado Springs, Colorado
Service
Usaa Claim