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So I had a leaky dishwasher that was less than 2 years old. Leak had been going on for a long time but because we had carpet on hardwood floor and tile in the area never noticed things until they got bad. Called USAA and they were great in getting water remediation out to dry things out. USAA then sent adjuster out to look at damage, at same time they also contracted for same contractor to remove entire family room floor so they tore things down to the concrete slab. 4 weeks of total silence later - I get a call at 4:45 on a Friday - USAA Claims calling to tell me the damage is excluded and I will have to go after the dishwasher manufacturer. Damage was excluded because leak had taken place over more than a 14 day period - AT NO TIME DID ANYONE FROM USAA OR ITS CONTRACTORS OR ADJUSTER MENTION THIS FACT TO ME.

Now I have to file claim with dishwasher manufacturer and they require color photos of area. Now comes the fun part - USAA refuses to provide me with any photos taken by adjuster - part of their "Work papers" and not allowed to share them with me. So now I have no way of proving to manufacturer the extent of the damage because I have only 3 basic pictures of my own.

So to summarize - they tell me everything is covered, then they destroy my family room, wait 5 weeks to tell me they are excluding the damage, prevent me from accessing the only pictures I can use to establish fault with another company and each time I call I get a different person that tells me they value my membership.

Legal counsel has been engaged and the attorney is excited with his prospects of getting them to settle - the sad part is I will have to eat a 1/3 loss to the lawyer. I guess that beats the big FAT ZERO USAA put me in a position to get. Oh yeah - I got a bill for the $1,000 deductible so I get to pay for the privilege of destroying my room and having it uninhabitable for the next 6 to 9 months. Good thing members come first at USAA

Reason of review: Poor customer service.

USAA Cons: Ineptitude and uncaring attitude of staff.

Location: Saint Augustine, Florida

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Guest

Same thing happened to me except it was from behind a shower wall that you could not determine there was a leak, they used the 14 day routine, the repair cost was over 10k

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