November **, ******Serena Horton*West Bloomfield, MI *********-***-******Dear Sir*Madam...
GetHuman1651777's customer service issue with State Farm from November 2018
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The issue in GetHuman1651777's own words
November **, ******Serena Horton*West Bloomfield, MI *********-***-******Dear Sir*Madam: *My name is Serena Horton, and I have been a State Farm policyholder for several years. My policy includes * vehicles: Lexus RX ***-*****Chevrolet Cruze-**** and a Renters Policy. The purpose of this email is twofold* *) To express my displeasure with the handling of my recent claim with State Farm and Gerber Collision Shop and *) An immediate request for additional coverage for a rental car for my recent total loss Claim ***-****-H**. Below I have provided a timeline with a summary of each activity followed by an overall synopsis of my experience. *October **, *****My son, Alexander Goodwyn, had an accident in the Chevrolet Cruze. The vehicle was not drivable and West Bloomfield Police called Lakeside Towing to the scene of the accident. I advised the tow driver to take the vehicle to Feldman Chevrolet of Novi at ***** Grand River Ave in Novi. **October **, *****I filed a claim with State Farm. When I spoke with a Claim Representative I apprised them that the vehicle had been towed to the dealership. I was clear that I had a concern about the vehicle being repaired properly and in a timely manner as my son is a senior at Eastern Michigan University and his vehicle is his only option for transportation. It was at that time that the Claim Rep explained State Farms Preferred Collision Shops Program, recommending that I use this option to assure that the vehicle be repaired timely, and the claim move as efficiently as possible. The Claims Rep then advised that she would set up an appointment with HERTZ car rental, which again, was a State Farm preferred vendor. I picked up a rental vehicle the same day.**October **-**, *****I received a call from a State Farm representative informing me that the car was not at the Chevrolet dealership. She and I contacted Lakeside Towing, and facilitated the immediate move of the vehicle to Gerber Collision in Farmington Hills. On ***** Gerber contacted my son Alexander to come in and sign papers to authorize repairs, which he did on the same day.**November *-* *****I received * separate emails from State Farm advising I had estimates. When I viewed the estimate on November *, ****, I noted that my total cost was $***.**, and I have a $*** collision deductible so I didn’t understand why I was charged an additional $***.**. Therefore, on November *th, I called the Claims Department and spoke with a Rep for at least ** minutes, attempting to get an explanation of the additional costs. The Claims Rep stated that he didn’t understand the charges. He concluded, “Ma’am I will look into it and give you a call back.” I never received a return phone call from the Claims Department nor Gerber concerning this issue. Very ironically, while I have both those emails I can’t access either of those estimates at the time of this writing. **November ** *****Alexander called Gerber Collision to find out the status of the vehicle repairs. He spoke with Eric, who advised that the car had been deemed a total loss and to call State Farm for the next steps. I later called Claims to verify that the vehicle had indeed been totaled and ascertain an understanding as to why neither Gerber nor State Farm claims had called me to advise of the same. I spoke to Laura in the Claims Department. Laura advised there was nothing in her system indicating that the vehicle had been totaled, all she could see in the files were two different estimates uploaded from Gerber Collision. Laura advised she would call me back and later that day she did leave me a voicemail message stating she had spoken with Eric from Gerber and that the repairs for the vehicle were close to the value, therefore my vehicle would be deemed a total loss by State Farm. Laura’s message also stated that Eric would be uploading the correct estimates into the State Farm system, and that would hear from the State Farm Total Loss Team in a few business days. When I received the message, which was literally * minutes after it had been left I was informed that Laura was “no longer available”. I spoke with Kenzie who seemed quite unfamiliar with the claim, which made me uncomfortable as maybe my file had again, not been properly updated. Kenzie stated “Everything had been handled wrong from the onset of your claim.” She stated that Gerber had uploaded two incorrect estimates to State Farm. I expressed my concerns that I was just being informed that my vehicle was totaled and my rental coverage would soon be running out. Kenzie acknowledged that the delays were because Gerber had sent the wrong estimates, therefore impeding State Farm making it a total loss, but that she could not extend my rental coverage. Kenzie placed me on hold and called Hertz. She came back to the phone and said my charges were $***.** for my rental and that “Unfortunately State Farm could not pay any additional charges.” I was extremely frustrated at this point, restating that:***Gerber had been initially recommended to me by State Farm Claims to get the repairs done timely and efficiently. I had another shop in mind and went with my insurance company’s recommendation.***Due to some technical issues on Gerber’s part the wrong estimates had been uploaded to State Farm three times* thus causing delays.***It was at my OWN persistence and inquisition that I discovered my vehicle was NOT being repaired ** days after I authorized repairs. At the time of our conversation I had never been called by Gerber or State Farm advising the vehicle would not be repaired, rather totaled.***There had been no delays on my part to get the claim expedited properly, I trusted State Farm and the integrity of the relationship they had with the contracted shop and now, in addition to needing to go finance another vehicle which would take some thought and time, I am being forced to pay for additional rental days in a vehicle that was covered under my policy for a loss such as this. *Kenzie suggested that I go back to Gerber and ask them to cover the rental. I told her that I felt State Farm should deal with their Preferred Shop and handle this issue for me. Why should I get in the middle of my insurance company and their shop who admitted to making a mistake? I then asked for a manager. Kenzie told me that there was not a manager available at that time but she would make sure that one called me back. I never received a return phone call. **November **, *****I called State Farm Claims to speak with a manager about the situation. State Farms Management confirmed that Gerber uploaded the incorrect information and the claim still didn’t show that the vehicle had been totaled. She stated that she would be contacting Gerber to address the situation immediately. The State Farms Claims manager then transferred me to the Loss Department. Once transferred over to the Total Loss Department, a Claims Representative looked into my file and advised that they could not begin processing my claim as a Total Loss as there was “No updated information in the system advising the vehicle was a total”. At the time of the call, I was preparing to attend my cousin’s funeral, (the third death I have had in my family in the last * months) but I would do my best to answer any return phone calls. Later that day Eric from Gerber called me to say that something was wrong with the shop’s computer system that uploaded incorrect estimates to State Farm. He admitted it was the shops error that I had not been contacted regarding the status of my vehicle sooner. Eric also stated that “Gerber would pay the cost for some additional days in my rental due to the shops error and delay.” He said he understood that I was under the impression that the shop was repairing the vehicle and had no idea the vehicle was being totaled”. Later that evening, I was contacted by State Farms Claims department. The Claims Representative again noted Gerber’s, State Farms Preferred Repair Shop error and cause for delay, but that State Farm would not cover any additional days for my car rental. The Claims Rep asked if Gerber had informed me that they would cover the rental and at that time I informed her of the conversation I had with Eric from Gerber earlier that day* indeed stating Gerber would pay for some additional days in the rental. **November **, *****I called State Farm to check the status of my claim. I spoke to a gentleman who informed me of the payout figure and the next steps.**November **, *****Alexander went to Gerber when they opened and cleaned out the vehicle. We were unable to locate the vehicle title and needed to go to Secretary of State but this was the only business we were able to conduct on that day as Alexander had class at EMU the rest of the business day into the evening. I am an Educational Administrator for DPS schools and was unable to take off work to go to the Secretary of State to acquire the title that day due to limited coverage going in to the Thanksgiving Holiday. **November **, *****My son and I went to Secretary of State, which was closed due to the Thanksgiving Holiday. Being proactive I still went to dealerships to start looking for another vehicle. While shopping I received a message via text and email that the payment for Alexander’s tuition had been rejected because the funds were not available in my account. Upon additional investigation, I called my bank only to find that my account had been overdrawn due to Hertz Rental Car fees. I stopped by Gerber and spoke with Mike, who advised he was a manager. Mike showed me a ledger of all communication regarding my vehicle and told me that is was State Farm’s fault for not contacting me about my car being a total loss. He went on to ask in an elevated tone, “Why are you still in a rental?” I explained to him that I was just informed of the status of the vehicle. I further told Mike that Eric had stated that they would cover the vehicle for some days due to the issues the shop had sending the correct estimates. Mike then stated “No! We are only going to cover a few days. I only said I would cover any days because I do business with State Farm, but I am not covering any more than * days.” I explained*reminded him that my car sat at Gerber for ** days with no notice that the vehicle was a total. I reminded him it was a shortened week due to the Thanksgiving holiday. He dismissed my words and stated ‘Bring me a receipt for five days for the rental and not one day past that!” I then asked if he could take my bank statement showing the fees and overdraft cost to prove the rental charges I was incurring. He stated again in an elevated tone, “No! I need something saying PAID IN FULL!”.” He also informed me had I should have gone to Enterprise Rental rather than Hertz because Gerber has an account with Enterprise and I would not have been billed directly. How was I supposed to know that? Eric nor anyone else from Gerber provided that detail.**Final Summary*To say I am grossly disappointed with the handling of this claim by State Farm and their recommended and Preferred Repair Shop Gerber is a profound understatement. I have been loyal to State Farm, paying my (high) premiums monthly, believing that if I had a loss I would be well taken care of. The communication between State Farm and Gerber to me as the insured and customer have been lacking in pertinent substance, untimely, misleading and downright unprofessional. I allowed my vehicle to go to Gerber Collision after persuasive information provided to me by State Farms Claims made me feel that I would never have the experience I am dealing with right now. As a result of my confidence in State Farm and the trust State Farm (business relationship) has in Gerber, my car sat in a lot for ** days with no notification that it was a total loss. This is totally unfair to me as a policyholder. I have an obligation to pay my premiums timely, Gerber Collision has an obligation to honor their contract with State Farm and provide premier service to me, as the third party and policyholder. State Farm’s standards state that he insured would be provided “timely communication regarding their vehicle status of repairs.” Clearly, State Farm and Gerber have failed me by pointing fingers and placing me in the middle of their “blame game”. I have been greatly inconvenienced, I have incurred fees and charges for the vehicle rental, and now additionally fees from my banking institution and school loan account. My time has been disregarded. I have been promised many call backs that have never occurred. I have been spoken to in a dismissive and accusatory tone as if I have done something wrong. I have been misinformed or not informed from the onset of this claim, which is not acceptable. **I’m ending this communication stating that I would like to speak with someone immediately regarding proper resolution of my claim. I am requesting a minimum of ** paid additional days in my rental* again, the communication delay was ** days. I want the also requesting reimbursement of any and all bank fees. I am aware that ALL communication between State Farm Claims and myself as the insured have been recorded for training and both parties’ protection. I am confident that if these recordings were acquired and recounted by the proper parties my compensation amount would total much higher than my request. If I am unable to get proper resolution I will be forced to seek counsel to assist me in a fair, proper and timely resolution. I look forward to speaking to someone immediately. Time is of the essence.**Sincerely,*Serena Horton*Policyholder
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