Do Your Actions Back Up Your Slogans? USAA, You Listening?

By
Real Estate Agent with RE/MAX Elite 513.520.5305 www.LizTour.com SAL.2002007747
https://activerain.com/droplet/4dXB

This is a TOTALLED car???Do Your Actions Back Up Your Slogans?  USAA, You Listening?

4/7/14 UPDATE:  After much pushing, pulling, complaining and otherwise refusing to take NO for an answer, USAA has confirmed that our car is just bodywork repair and not structural and they've agreed to repair!  It'll take some time to get the parts and do the repairs, but the car will ultimately be returned to normal.  Thanks for all the support!

 

Some of you know that we've been involved with a battle with two insurance companies since a semi put it's right front tire into the side of our Miata March 12th.  Bar-Nunn Transportation and their insurer Great West Casualty are employing the ever popular DENY, DENY, DENY tactic despite all the evidence I can provide that their truck did indeed glance off my car while I was sitting still.  Since the trucker didn't stop and I don't have an independent witness to collaborate my story and the Ohio State Highway Patrol accident report I filed immediately after, Great West is throwing logic out the window and essentially calling me a liar.

At the same time I've been having an extended battle with my own insurance company, USAA.  USAA members since 1985, we've always had high expectations from them and they've always lived up to those expectations, at least until now.  But the last two plus weeks and counting have been tortuous. The amount of lost time spent arguing my case over something that would seem to be simple is ridiculous.  That once your case gets thrown into the Total Loss Department you've found a very polite version of Dante's levels of hell.  Decisions can't or won't be reversed.

The series of events that has led to this point of frustration?

A blindside email notification that our car was "totaled" for what looks to us like cosmetic damage. The only functional problem is I can't open the door from the outside, only the inside handle works.

Followed by a complete inability to properly value our very limited edition car adds to the frustration.  Three valuation attempts by CCCone later and we still can't get proper valuation.  Cars that aren't limited edition called "comparables".  Sorry, no, that doesn't work.

An option we paid $1500 for at purchase is now only valued at $87.  I get depreciation (we're real estate agents, we know the drill!), but $87 is a joke for a fiberglass hardtop with heated rear window that sells for well above $1000 currently.  And the rationale that it's an "option", so has no value?  I guess for other cars, upgraded engines, heated seats, and all the rest have no value either, right?  A base version of the car is worth the same as the super tricked out version at the dealership.  Funny how those dealers can charge us $20k or more to go from base to tricked out for what are "options".  

I've learned more about repair cost vs. vehicle valuation ratios than I care to know.  I know the phone number of the Ohio State Department of Insurance and have learned from them. 

I know how the salvage title process works and it irritates me to be told I'd have to take a salvage title to get my car repaired.  Thanks for stigmatizing my ability to sell my own car in the future. 

And I know that once your insurance company decides for you the disposition of YOUR car, the rental car coverage is suspended even when you're not in agreement with the decision.

I also know that even though proper disposition for our car can't be done without TRULY knowing the worth of our car, that doesn't stop USAA from making decisions about our car.

I also know that what the customer wants doesn't matter. 

I also know I can't go buy a similar car for the payout I'm being offered.

I also know that because there MIGHT be hidden damage, USAA doesn't want the liability to repair, but they're perfectly fine with me taking the car on a salvage title and passing the risk on to me.

I also know that my insurance company has been fine with collecting premiums for a car reported as a limited edition car, but now that it's time to pay accordingly...well that's another story.

I also know just how irritating it is to get email after email signed off with "Thanks for trusting USAA with your business".

That even though my car is "totaled", it's driven just great for the last week since suspension of the rental car coverage, it just looks ugly!

I also now know it's not really about us, but about them.

And I also know that when I got their annual 2013 Members Report in the mail yesterday and the biggest words on the cover were "BUILT ON TRUST", well I know my sense of trust for USAA has been violated.

When the slogans don't match the actions, when the customer is the one being penalized, and we are no doubt being penalized, when the big picture of customer goodwill is lost, don't talk to us about Trust.

USAA, you've got my contact information on file if you want to actually do the right thing. I'm tired of having the same conversations over and over. 

If we treated our real estate customers the same way we've been treated, we'd be out of business within weeks.  Fortunately we haven't forgotten it's about customer service and not metrics.

William Spear

Navy Vet, Annapolis Class of 1985, and one VERY dissatisfied customer   

P.S.  for our real estate agent & Navy friends, retweets, reblogs, Facebook shares are appreciated

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Serving Warren County Ohio & Adjacent Areas

 

The Liz Spear Team of RE/MAX Elite
Elizabeth Spear, ABR, CRS, Ohio License SAL.2002007747

William (Bill) Spear, CRS, Ohio License SAL.2004011109  Kentucky 77938
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EHO Two locations: Lebanon & Mason, OH
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Re-Blogged 3 times:

Re-Blogged By Re-Blogged At
  1. Thom Abbott 04/03/2014 05:19 AM
  2. Mike Sagorin 04/04/2014 02:57 AM
  3. Keith Vanzant 04/06/2014 03:12 PM
Topic:
Just for Fun
Groups:
"Whacked"!!!
Bananatude
Bartender, Make it a Double
Tags:
usaa

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Ambassador
2,693,831
Liz and Bill Spear
RE/MAX Elite 513.520.5305 www.LizTour.com - Mason, OH
RE/MAX Elite Warren County OH (Cincinnati/Dayton)

Karen Anne, There are definitely common elements being failed:  ability to value, communication, understanding the available information....all things we have to perform daily as real estate agents to stay employed.

Apr 04, 2014 12:01 AM #35
Rainer
90,907
Whitney Watson
First Heritage Mortgage - Henrico, VA

What a nightmare! I hope somehow things will turn around in your favor. 

Apr 04, 2014 02:46 AM #36
Rainer
333,454
Mike Sagorin
Sagorin & Associates - Irvine, CA

I just re-blogged this Liz and Bill, and I hope others do too. 

 

Apr 04, 2014 02:59 AM #37
Ambassador
2,693,831
Liz and Bill Spear
RE/MAX Elite 513.520.5305 www.LizTour.com - Mason, OH
RE/MAX Elite Warren County OH (Cincinnati/Dayton)

Whitney, It's certainly been on fun and distracting from other things that need my time.

Mike, Thanks for the help!

Apr 04, 2014 03:02 AM #38
Rainmaker
496,427
Sonja Patterson
Keller Williams - BV - College Station, TX
Texas Monthly 5-Star Realtor Recipient for the Hou

Bill and Liz,

As a USAA member myself, I am sorry and saddened to hear you have experienced such poor treatment.  I'm guessing you spoke with a manager as well??  It is about time to renew our USAA home insurance as well, so I may want to call around for comparison quotes.  Let us know if USAA ends up "doing right by you"!

Apr 04, 2014 06:37 AM #39
Ambassador
2,693,831
Liz and Bill Spear
RE/MAX Elite 513.520.5305 www.LizTour.com - Mason, OH
RE/MAX Elite Warren County OH (Cincinnati/Dayton)

Sonja, We'll provide an update when we have news.  For right now, still working the system to try to get to the desired result. 

Apr 04, 2014 07:48 AM #40
Rainmaker
3,205,097
Endre Barath, Jr.
Berkshire Hathaway HomeServices - Beverly Hills, CA
Realtor - Los Angeles Home Sales 310.486.1002

Liz & Bill first sorry about your accident and I have been a USAA member since 1978 and the times I needed them they were fantastic, virtually too good....Diane had her 1999 Honda Civic side swiped by a hit and run and all ended up good, sorry to hear about your deal... I should call you and tell about it since it would be high jacking your post here:)), Endre

Apr 04, 2014 10:17 AM #41
Rainmaker
3,205,097
Endre Barath, Jr.
Berkshire Hathaway HomeServices - Beverly Hills, CA
Realtor - Los Angeles Home Sales 310.486.1002

Wow I am so glad we talked now I am just as angry as you Bill, what a story, I will be tuned in for updates, Endre

Apr 04, 2014 10:49 AM #42
Ambassador
2,693,831
Liz and Bill Spear
RE/MAX Elite 513.520.5305 www.LizTour.com - Mason, OH
RE/MAX Elite Warren County OH (Cincinnati/Dayton)

Endre, Great talking to you!  And the pizza was good :)

Apr 04, 2014 11:41 AM #43
Rainer
1,756,848
Conrad Allen
Re/Max Professional Associates - Webster, MA
Webster, Ma, Realtor

What an awful but typical story involving insurance companies Bill.  Good luck.

Apr 05, 2014 09:14 PM #44
Rainmaker
455,528
Dee Toohey
Innovative Realty Solutions Group - Longwood, FL
Broker, ABR, AHWD, CIPS, FMS, ePro

Sorry about your accident and issues with USAA.  We have them too and have had great luck with them, including when my rental car was totalled when I was hit head on. 

If the car is older, it's less expensive for them to total it.  But there may be a clause that states they have to replace the car with something that is a similar age, condition and mileage.  Check your policy carefully.

Good luck getting the right value for your car.

 

Apr 05, 2014 10:46 PM #45
Ambassador
2,693,831
Liz and Bill Spear
RE/MAX Elite 513.520.5305 www.LizTour.com - Mason, OH
RE/MAX Elite Warren County OH (Cincinnati/Dayton)

Conrad, We're continuing to work with them.

Dee, That's part of our challenge.  Because this car was limited to 3000 sold in the U.S., there's really nothing comparable for me to buy.  It's fix this car as the only solution that provides a like outcome.

Apr 05, 2014 10:56 PM #46
Rainmaker
1,675,376
Larry Johnston
Broker, Friends & Neighbors Real Estate and Elkhart County Subdivisions, LLC - Elkhart, IN
Broker,Friends & Neighbors Real Estate, Elkhart,IN

Hi Bliz, Now we all know why these insurance companies have the tallest and nicest buildings in the major cities. That goes for medical insurance too. It's a shame that we are forced to follow the rules, but have to suffer when others don't follow the rules, such as the truck driver, when he left the scene of an accident.  How does he know, someone could have been hurt.  That's like the truck driver that ran me off the road and then laughed about it on his CB radio.  I know, because I had one at the time. What good is no fault insurance or insurance in general, if they won't do their part. "Built on Trust" ?  Is that the trust that they will not take care of their clients?  That would be like us, telling the seller that the commission was 7% and them when the settlement statement came out at closing, we charged them 60%.

Sorry about the ranting! I hope you are able to work things out, in your favor. (And then I would change Companies)

Apr 06, 2014 01:13 AM #47
Ambassador
2,693,831
Liz and Bill Spear
RE/MAX Elite 513.520.5305 www.LizTour.com - Mason, OH
RE/MAX Elite Warren County OH (Cincinnati/Dayton)

Larry, Having a trucker run me off the road and then laugh about it would infuriate me too!  We'll continue to battle with the trucker's insurance company and our own until we get this resolved.

Apr 06, 2014 05:40 AM #48
Rainer
482,918
Chandler Real Estate Liz Harris, MBA
Liz Harris Realty - Chandler, AZ
#ChandlerRealEstateAgent

Wishing you the best of luck with this struggle... doesn't always seem fair.

Apr 06, 2014 02:28 PM #49
Rainer
50,576
Keith Vanzant
Austin, TX

Bill, re-blogged in Vets serving Vets group.  I've also been a member of USAA for years, and their customer service lives up to their marketing right up to the point where a payout is involved.

Keith Vanzant

Austin, TX

Apr 06, 2014 03:19 PM #50
Ambassador
2,693,831
Liz and Bill Spear
RE/MAX Elite 513.520.5305 www.LizTour.com - Mason, OH
RE/MAX Elite Warren County OH (Cincinnati/Dayton)

Liz, I'm finding with the insurance companies "fair" doesn't have much to do with their policies and procedures.

Keith, Thanks for the help!  The car is at Carstar today for a suspension/alignment check that may remove USAA's concern about hidden damage.  Trying to get them to understand this was not a typical hit, but a sideswipe with primary contact by the truck limited to lug nuts and tire and not a full body/body strike.

Apr 06, 2014 08:19 PM #51
Rainer
101,163
Jimmy Chickey
Keller Williams Realty Southwest - Las Vegas, NV
Realtor, Nationally Recognized Author, Teacher

I love that you blogged about this!  No one deserves to be treated like that.

Apr 07, 2014 12:09 AM #52
Ambassador
2,693,831
Liz and Bill Spear
RE/MAX Elite 513.520.5305 www.LizTour.com - Mason, OH
RE/MAX Elite Warren County OH (Cincinnati/Dayton)

Jimmy, The first few weeks were spent playing by their rules in their sandbox.  Sometimes you have to move to a new playing field, and social media gives us that option.

Apr 07, 2014 12:11 AM #53
Ambassador
2,693,831
Liz and Bill Spear
RE/MAX Elite 513.520.5305 www.LizTour.com - Mason, OH
RE/MAX Elite Warren County OH (Cincinnati/Dayton)

UPDATE:  After much pushing, pulling, complaining and otherwise refusing to take NO for an answer, USAA has confirmed that our car is just bodywork repair and not structural and they've agreed to repair!  It'll take some time to get the parts and do the repairs, but the car will ultimately be returned to normal.  Thanks for all the support!

Apr 07, 2014 10:26 AM #54
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