Jonathan writes:
On January 1st, a friend of mine went to visit another friend in CT (I am from NJ), and unfortunately hit black ice, and proceeded into a guardrail. The accident, although at the time did not seem too terrible (even though the front end looked completely shot), and I figured I would be up and driving relatively soon. Little did I know this would not be true at all…
The initial call to Geico was great. Melissa, the operator who received my call was gracious, sweet, and understanding. Upon telling her the story of the accident, she said she would wave the “first 50 miles” clause, and allow me to get my car towed to my shop of choice, All Phase Automotive in Nyack, NY. So, after I thought I would have the car towed the next day, I rented a car (on my own dime, damned lack of rental coverage), and drove back.
For the next two days, Geico refused to find a tow operator to get my car towed to my shop of choice, and said they would only pay to have it towed some where in CT (despite my willingness to pay for the extra miles), and ended up referring me to Durable Radiator and Auto-body in Waterbury, CT.
Now with the car still in front of my friend’s house, it took Durable a further two days to pick the car up, and a full three weeks to allow for a Geico adjuster to even get an estimate, which initially came to $6200. Every call placed to either Geico, or Durable yielded no result save for blaming of the other party. It was either a computer problem on Durable’s end with concern to submitting the claim, or Geico not receiving the correct info. Either way, my spidey senses were tingling on this one.
With the estimate finally completed it was merely a waiting game. On Feb 13th, I placed a call to Durable to find out when the car would be ready, and was told it was in painting (the same answer I would then get for the next two weeks of calls). Finally, on March 5th, a day shy of the three month mark, I was told my car was ready and could pick it up. So, come that Friday, I schlepped from my home to the shop, picked up my car, and being happy to have my car back, did not give it the thorough examination I should have, at the time trusting an authorized Geico shop. This is where the fun truly begins.
The following day was the first instance of night driving that occurred after I picked up the car. What happened you ask? No odometer and speedometer lights. Now, I’m starting to panic. I’m asking myself what else could be wrong? So, the following Monday, as soon as they open, I bring the car to the shop I wanted to from the very beginning. Mike, ever the great shop owner puts my car on priority, and proceeds to check it as I head back to work. Not an hour later, he finds GLARING repair issues ranging from aftermarket parts that were not installed properly, to shoddy painting, parts that were billed but never replaced, and the best part, a bent frame. Not being one to stand around and watch a friend and customer be taken advantage of, Mike begins the process of getting a claims adjuster back down to his shop to look things over. Upon doing so the next day (now the 11th) Bryan, the new adjuster totals the car. Upon explanation of my bill, he tells me that although the initial amount was $6200, Durable charged an extra $3000!!! for supplement work they did not even do properly.
So, at this point, although I am livid, I feel a bit of justification seeing as the right thing was being done. The next day, I get a call telling me they cannot total the car. My heart sinks. How could Geico total the car one day, and UNTOTAL it the next? This sort of thing would have been inconceivable to me before this moment. Fortunately, the following day they re-totaled the car, and I was told I should get a check within five business days. Sounds all well and good right?
Well, after three separate phone calls to the total loss representative assigned to my case, I have not yet received word back, and I am still left carless, and with no idea when I am to receive my check. Not only was my car not repaired properly, but because Geico steered me to one of their shops illegally, I’ve been without a car for close to four months, and thus far have no recourse. I just felt that although their commercials appear to allow them to perform small to large miracles, this time around, they failed me as a customer, and as such, the loyal readers of The Consumerist should know to beware.
LVX,
Jonathan Goffan
Sounds like Jonathan needs some TLE (Tender Loving Escalation). Some ideas for shaking the tree: Here are some executive emails that you could blast your story off to:
lsimpson@geico.com, gkalinsky@geico.com, onicely@geico.com, jstewart@geico.com, jreed@geico.com, twells@geico.com, broberts@geic.com, bmiller@geico.com, BoJordan@GEICO.COm, cgarden@geico.com, sabrams@geico.com, dstinson@geico.com, ptate@geico.com, tward@geico.com, contactmarketing@geico.com, ctasher@geico.com, cfernandez@geico.com, jminshall@geico.com
You could also try mailing a complaint letter to Warren Buffet’s office (he owns Berkshire Hathaway, which owns GEICO). Poop runs downhill, as they say.
BERKSHIRE HATHAWAY INC.
1440 Kiewit Plaza
Omaha, NE 68131
And GEICO, if you’re reading this, give this man his money!
(Photo: simondhweller)
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File complaints to both Connecticut and New Jersey Department of Insurance.
Insurance companies are required to respond to them very quickly. They are required to show proof that they’ve handled your claim fairly and properly (according to states laws, which vary).
Connecticut Dept. of Insurance: [www.ct.gov]
New Jersey Dept. of Banking and Insurance : [www.state.nj.us]
Hrmm. While my Geico accident a few months ago wasn’t speedily paid out (total loss on both vehicles, determined 100% the other Geico-insured driver’s fault – took about a month, all told, to get everything taken care of), they did in fact pay out and didn’t give me any sort of run-around like is described here.
Worked out beautifully that I had gotten a good deal on the car (which I’d only purchased four months or so earlier) since I actually got more than I owed on the car from Geico.
I’m stuck in a situation with a “progressively” aggravating insurance company. I was rear-ended by one of their customers, ended up having to get a new car because mine was considered a “total loss” and now they want me to close the claim. Considering they paid me for my old car, I ended up having to go to 2 doctors for my upper back/neck pain that I experienced after the accident.
I’m at a standstill as to how I should proceed to close my personal injury claim because they are only willing to give me a $500 cap which if my injuries re-appear, won’t cover much (if all) any future medical bills. Any one have any idea as to how I should proceed with this?
@GearheadGeek: Yeah, not ever going back THERE again.
@CaliforniaCajun: No, but that’s amusingly circular.
@nsv: Sue. Hire your godfather’s daughter. :p
@Buran: Why didn’t I think of that?
Wow this is ridiculous. So $6200 worth of damage is repaired, then Geico comes out and totals it – then you get a call the next day saying that they can’t total it? Did they give you an explanation of why? Even though after all was said and done, they ended up “re-totaling” it – I’d like to know their reasoning why they changed their mind here twice.
I live in Virginia and quite unfortuantely had to use Geico 4 times in the past year and each time they were great. Maybe it has something to do with their headquarters being down here? I dunno.
Best of luck Jonathan!
@BuddyGuyMontag: ha! I had to read that a few times to get it…
Very nice.
I have had State Farm since I began driving about 18 years ago (different agents, but always with State Farm). I have had no problem with claims for me. Everything from car being broken in to, getting rear ended, hitting a stationary concrete pillar (those things just jump out at you).
I tried switching when I thought SF was too expensive, but no one could match them.
I even get to do my taxes for free through TurboTax Online Deluxe (at least the last 2 years).
We were very pleased with the service we received from GEICO here in Vermont. We’ve had three accidents since we moved here (other drivers’ faults) and GEICO paid promptly and recovered our deductable from the other party.
However, when I turned 50 and found that GEICO was raising my rates, AND I found that AARP insurance was less than half the cost of GEICO for the same coverage, I switched.
I also had a good experience with GEICO. Someone hit my car and didn’t leave any information. I called GEICO, adn they set up an appointment with an appraiser (he worked at a local Cadillac Collision Ctr.) I went to another body shop first and got an appraisal. Then, at my appointment the appraiser gave me an estimate and it was better. He wrote me the check right there and said I could take it to the other shop, or they could do the work. So, I just signed the check back over and they did a great, fast job.
@Sndtrkman: depends on what state you’re in. There are different laws and what not everywhere.
So we’re getting a lot of mixed reviews about Geico, Progressive, and State Farm. Can anyone recommend an auto insurance company that is reliably better than the others, even if they cost a bit more?
@Lo-Pan: Well I live in IL so I’m not too familiar with the laws here since this is the first time that I’ve been rear-ended.
@ClayS:
Traffic fatalities went down in Montana during the years they had no daytime freeway speed limits.
Do you oppose less traffic fatalities?
I’m still a big fan of Farmer’s. They’re a bit more expensive, but when I totalled a car at a DE day at Pacific, they paid up within days without a hiccup, and I was able to buy a new car the next day.
I filed a claim with the insurance commissioner in Illinois when I was having trouble with esurance and lived there. Thankfully it wasn’t quite as disastrous as this scenario. Esurance reps told me there was no way they could do what I wanted on friday, and to go ahead and file the formal complaint. I did so and on monday got a call from higher management giving me more or less what I wanted.
Moral of that story figure out who the government office in charge of regulating insurance companies in the state your policy is in and file a formal complaint. It will get their attention fast.
@Cyfun: Geico is evil, and I have no experience with State Farm.
I had Prudential years ago, and they dumped me (after no accidents!) by returning my check uncashed and then saying I didn’t pay my premiums. Since they sent the check to me via Siberia, I didn’t know about it until I had been without insurance for about a month.
I found out that insurance companies don’t like to insure someone who doesn’t currently have insurance. Progressive was the only one that would give me a policy. And I had an accident since then, and they were great.
Jonathan is a real Geico customer, not a paid celebrity. So to tell his story, we hired 80′s rock legend Def Leppard (band begins to play “Billy’s got a gun”).
@kbarret@kbarrett: I’m an undertaker. So yes. Yes I do.
Not really.
@Pro-Pain:
Agree, stay away from ESURANCE!!!!
This is why my uncle hates GEICO. Someone totalled his VW bug back in the 80s, and they never gave him a dime. You can kinda tell how terrible an insurance company is by how interesting they need to make their advertising. Because no one will pick them by word-of-mouth!
Hmm I have had good experiences with Esurance so far–quickly got vehicle fixed. I had even better experience with AAA, not my insurance but the other guy’s–they really took care of me after the accident.
I have worked in auto insurance claims for the past 10 years, both as an adjuster and a claims manager. In my experience, no one company’s claims handling is consistently better than any other’s. The real issue is typically with an individual adjuster, who has either made a mistake and does not want to admit it or does not have the authority to resolve the issue.
Your best strategy is to elevate your issue to the adjuster’s manager, then to that person’s manager. If your issue is not resolved, then contact the state insurance commission and executives at the company. In some states, the insurance commission is basically the industry’s voice in the capitol. Every auto insurance executive is interested in retaining customers, especially in the current market where many companies are operating at a combined ratio near or over 100.
Also, remember that insurance is mainly regulated at the state level, so rules for one state may not apply in another. Most state insurance commission web sites have information on what standards must be met for good faith claim handling.