I had been a loyal customer of USAA for 26 years and a most recent event in December changed all of that. While driving from California to Arizona, I hit a pothole and pulled my car off to the side of the road, about 25 miles west of Barstow, literally in the middle of the desert.
I contacted USAA as I have roadside assist, & explained that I was between Barstow & Kramer Junction and that I was on a busy 2-lane highway well traveled by tractor trailers. I waited for 5 hours and no one ever showed up. I became deeply concerned since my car was pretty close to the roadway and I was afraid of being hit, so I had to stand outside in the desert while I waited for help. I called USAA 5 times to let them know I was still waiting for a tow truck to show up and they continued to tell me that they couldn't find me.
I then contacted the police as it was getting dark and i was afraid for my safety; and I had asked that they send out a patrol car to check on me. Police never showed up. Finally, a good samaritan showed up & helped me install my donut wheel which shredded within 2 miles and I was stranded yet again. I finally had to call a local tow truck to pick me up and I never heard back from USAA.
The whole incident cost me about $300 and I had asked USAA to pay for the entire invoice based on the fact that they didn't abide by their policy; created a dangerous situation for me; and their response was, our only obligation is to reimburse you for the towing fees. I never received an apology from them, and instead, I received an apology from the tow truck company who was supposed to pick me up and didn't.
USAA has shown themselves to be cowardly, incompetent, and downright dangerous. I will never do business with them again.
Product or Service Mentioned: Usaa Auto Insurance.
Reason of review: Bad quality.
Monetary Loss: $300.
Preferred solution: Full refund.
I didn't like: Unprofessional, Unwilling to apologize and make things right.