USAA is like a unicorn in a pack of walruses: a financial services company that truly cares about its customers and really helps them out. Not as some kind of lucky exception, but as a matter of policy. Reader “Mary Marsala With Fries’” story, about how USAA opened up several cans of whoop-ass on an Enterprise facility that was trying to screw her over on charges, is yet further proof.
Recently, someone busted up my car, and I took USAA’s recommendation as to which repair shop and car-rental place to go to (mostly because they can electronically bill those places, so I never have to pay up front and be reimbursed later — but USAA also guarantees all the repairs if I go to the place they recommend, which is nice). Well, the repair shop (Metropolitan Lincoln Mercury dealer, funny place to send an old Saturn!) did a great job, no problems, and I got my rental car from Enterprise and returned it with no incident. (I had it about 4 days, and other than smelling like somebody smoked strawberries in a bong in the back seat, it was fine.) I got one call from Enterprise the following week, saying that they were having trouble billing USAA for the rental car. I let them know that this was probably because my name is on the insurance policy, but the policy is in my mom’s name. I’d had to correct the repair shop on that as well, but they got it right the second time, so I figured everything would be fine, and they didn’t contact me again.
Only USAA did, to let me know that the claim was still open two weeks later, due to Enterprise not billing them. I called Enterprise, they said they couldn’t get the bill to go through, so I called USAA again, and basically played middleman between the two for a week. Enterprise kept saying the claim was declined, and USAA kept telling me that it would certainly be approved if Enterprise could just enter it in the system correctly. USAA also gave me a number to have Enterprise call them directly to resolve the problem, which I passed along, but it didn’t seem to help. I began calling Enterprise daily in week three, and they kept saying they were “leaving messages” for USAA, with no results.
Finally, I got my credit card bill, and lo, Enterprise had billed me for the rental, without ever asking or informing me that they would. I called them back (I’d just spoken to them the day before) and got their manager. She told me that they’d spoken with USAA many times and been told that the bill was “denied”, so I was obligated to pay it. I told her that was hogwash, because USAA explicitly told me they’d cover it, and that I wanted the charge removed from my card immediately. Arguing ensues. Manager gets rude, and starts telling me that they called me numerous times to inform me of the charge and I never picked up, so I’d better just pay the bill and “get USAA to reimburse” me if I think they really will. She also says that because she “left a message” at USAA, she’s not going to call them again until they call her back. (Huh?) When I threaten a chargeback, she tells me that I can’t do that because it’s illegal. At this point, I got fed up, hung up and called USAA.
Here’s where it gets amazing: I got a rep at the claims office (in about t-minus 30 seconds) whom I’ve never spoken to before. I explained the situation, and that the manager was now being rude and possibly lying to me over this bill. She listened carefully, apologized immediately for my trouble (!), and asked if she could call me back. Then she did call me back, less than half an hour later. (I regret that I can’t remember her name, but then again, every USAA rep I’ve ever dealt with was this good.) She’d spoken to USAA’s internal Enterprise representative, who’d looked up my file and discovered that Enterprise never did call USAA even once to resolve the issue. She passed along their apologies, and said that two complaints to Enterprise corporate were being filed — one on behalf of USAA for failing to properly handle the billing, and one on behalf of myself for managment lying to me and being rude on the phone. She said that Enterprise had promised to look into that manager (of the Garden City, MI branch on Ford Rd., if you’d like to know) and see if she needed to be reprimanded or replaced. I asked if I had to do anything to file my complaint, and she said no, it was all handled. (If it wasn’t USAA, I might not have believed her, but their record is literally perfect with me, so I do.) Furthermore, reimbursement for the entire rental expense was being mailed to me immediately. (They even apologized because they wanted to issue the reimbursement electronically so I’d have it faster, and they couldn’t because the system would only do that for the policyholder, and my mom doesn’t have a bank account there. But heck, I’ll take the apology in exchange for having to wait a few days!)
In short, USAA: Got me straight to a human; listened to my complaint and acted on it immediately; called back when they said they would; apologized repeatedly even though they didn’t really have to; and took swift, appropriate action to resolve my issue. They also DIDN’T call me a liar, treat me like a criminal, or lie to me about my case or the law, which the Enterprise manager did. Also, the Enterprise rep at USAA appears to have handled this issue quickly and decisively, though whether Enterprise or USAA should get the credit for that, I don’t know.
Oh, one more thing — someone banged into my car *again* (while it was parked) and knocked the rear-view mirror off last week. The person I was speaking to at USAA noticed that I had another open claim, and (rather than acting like I did something wrong or was a bothersome customer for having two claims in two months) offered me information on how to use a rental car service other than Enterprise, since she would “understand if [I] didn’t want to go back there after this”. No judgment, no fuss, just “here’s how to use any rental agency you like”.
Once again, USAA has some of the most impressive customer service I’ve ever seen. Whenever I see an ad for insurance advertising low rates, I think, “As strapped for cash as I am right now, I wouldn’t dream of using another company, even if their rates were half what I pay right now.” USAA’s investment in customer service has paid off by netting them at least one die-hard customer. (I say “at least”, because I also brag about them to everyone, so it’d be surprising if they didn’t get another customer from giving me good service, as well.)
Now, if we can just get that lesson put in some MBA textbooks, we’ll have it made!
Sincerely,
Mary Marsala w/ Fries
Transcendental Logic
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I wish I had a military person in my family so I could use USAA.
i <3 my insurance/banking company
USAA is awesome. I’m fortunate to have a family member that was in the military. I get kick-ass insurance rates, and they are so easy to work with.
USAA rules. My wife kept her car insurance policy open for 4 years WITHOUT THE CAR just so she still had eligibility.
There is a reason the I love USAA, and have been transfering all of my accounts to them.
The only down side is that unless you have a connection to the military in some way you cannot become a member. So every time I log on I thank my grandfather for joining when he was in the Air Force, USAA for allowing children of members to join, and my mother for signing up, there for allowing me to join.
@DeepFriar: Yup, you don’t want to lose it!!
I love USAA! I married into a service member’s family and was then eligible for USAA insurance. The rates are amazing and the service is the best I’ve ever seen. Sometimes when you call for customer service, you end up talking to the rep for longer than expected because you actually feel like they care for you.
Maybe I could join the military so I could get to use USAA.
USAA rocks. We have everything there (auto, house, checking, savings), and I wouldn’t change for anything. I even work at a different bank and still hold my accounts with USAA.
@Pasketti: There’s always the reserves…
I have longed long and hard for USAA…they really are amazing. They take “Provide service to our service members and their families” VERY seriously (for real this time).
***Pining for good service***
Bah! They’re only nice because their customer carry BIG HONKING GUNS.
@Pasketti: Any benefits you’d obtain from USAA from being in the military would be severely offset by the severe lack of medical care you would receive from the military and VA once you came back from whatever war zone America decides to invade next.
I use USAA for all of my banking and I absolutely LOVE them. Whenever I call, they have a real person pick up within 30 seconds who patiently answers my questions and resolves any issues. I will never use another bank again.
Didn’t people rip on them in another thread?
USAA: At least one organization in this country is working to the benefit of our armed service members (I’m looking at you, Veterans’ Administration!!!)…
I have my own story about Enterprise that’s currently in development. Ben, if you’re reading this, I encourage you to post it when I submit it. I guarantee it will be interesting.
I wanna be wif USAA. But alas, I have neither gun nor tank.
i used to work for them and they used to be much better in the mcderrmott hay-day.. they took care of customers no questions asked.. they got in a hatchet man a few years ago, davis, who cut jobs and customer service.. but he is out now.. and they have been getting better..still agree they have really good insurance (for anyone not in their county mutal.. thanks texas legislators).. banking is awesome because they have no fees and refunds on atm charges..but rates could be better..
I was looking up USAA and noticed that Business Week ranks them #1 for customer service. But perhaps more interesting is the remaining 24 entries and who’s on their list. Some rather ‘dubious’ entrants
[bwnt.businessweek.com]
T-mobile? Well maybe their service is better in Europe? Jaguar? Nice cars sure for the first 2 years before everything falls apart. To me it seems like Ford took a nice looking but mechanically bad car, and then turned it into a bad looking and mechanically bad car!
One year I had USAA refund money to all their car insurance holders because they saved money because everyone was going paperless. How many other companies do that sort of thing?
@truthie: A generation down the line, almost everyone will be qualified for USAA, it seems. Since membership passes down to one’s children, I am a USAA member because of my grandfather’s service in WW2/Korea. That is, my father was a member because of that, and because my parents were members, I can be a member too.
I’m curious as to whether that fact (and the inevitable increase of their member base) will affect their service or not. I really hope not.
@satoru: USAA is number one on the list, but Enterprise is number 14!
I married a USAA “cult member” ten years ago and didn’t understand then why he was so inflexible about keeping his insurance instead of switching over to mine. Ten years of absolutely impressive customer service has proved him right. They are a wonderful company. I got a bonus when I got married!
@satoru: Ah, was wondering when the military bashing moron would speak up: good thing you dont know what the FUCK you are talking about
USAA Rocks
I’m growing a little tired of the holds that USAA banking places on fund transfers. I used USAA and a credit union for all of my banking needs, sometimes transferring funds between the two institutions. Funds are usually available in my CU accounts 1-2 days after the transfers, whereas USAA usually takes a week.
I recently sold some stock through my USAA brokerage account, and it took a full week before the funds were available for transfer to my USAA checking or savings.
USAA us bar none the best company to do business with. I have moved all my accounts to them, and am kicking myself that I didnt do it sooner. I keep a brig and mortar bank just for the safe deposit box lol.
I have had many occasions to chat with them and as mentioned before have had superior service.
Amazing what a non-profit bank who answers to consumers ONLY can do.
@tastybytes I always wondered what happened. USAA was really good, then got really, really bad – rude, poor service, refusal to return calls, etc. One time they even paid a claim they shouldn’t have because the rep would not call me back. All of a sudden the sun rose
and service became impeccable – really, really good! My brother and I are both with USAA and have talked about the change several times.
@lsocoee: Yeah, a couple of years ago they stopped using UPS as a drop-off for overnight deposits, and instead they started letting customers scan their deposits in from home. And how did they break it to us? By sending customers a $50 gift card so everyone could buy a scanner. And then they said “If you already have a scanner, enjoy the free $50 on us.”
I’ve never had a company go so far out of their way to make customers happy.
I’ve been wanting to use USAA for years, and I don’t qualify. Any member wanna make a quick $20 to marry me so I can join?
USAA is not just for military. It’s for just about any Federal employee. My dad just retired from the State Department and my family’s had USAA for as long as I can remember.
I’m 32 now and long out of my parents’ house, but I still use USAA for my car and renters insurance, as well as a credit card, vehicle loan and a credit card consolidation loan.
In short, they rule and I’d call them first for almost any financial service.
@Jthmeffy: Um. WHAT? Satoru mentions some DIFFERENT companies’ customer service and you think Satoru is anti-military?
The military bashing hasn’t happend, but I think we’ve got the moron speaking up…
@heavylee-again: And then you guys can adopt me! Brilliant!
I wish my past experiences with USAA had been 1/10 of this wonderful. Instead I have had agents yell at me, lie about calling me back, refuse to let me speak to an actual manager, and basically do whatever they can to dodge paying my claim. They had to cut me three separate checks for one homeowner’s claim (a contractor stole $1K of our stuff) because they refused to acknowledge that our policy, with riders we paid extra for every year, actually did cover what we believed it covered. Each time they sent a check, I had to call them back and tell them it wasn’t right – several phone calls later they’d grudgingly send another check. They’d try to bs me and I’d read right back to them from our policy how they were wrong. Threatening to call the state insurance bureau helped. I’ll keep my fingers crossed for the next claim – maybe things are changing.
To all members of USAA:
What proof do you need to provide them that you are eligible to join?
No. It’s abundantly clear that the Satoru comment is exactly what it is. And that’s a shame.
But on with the gaiety of praising USAA! Great company, great people. And … Enterprise has always been my choice for car rentals, until … something radically changed in their attitude about six-seven years ago. What had been great customer-driven service became almost overnight an Accuse-The-Customer, Screw-The-Customer company. I can only guess at Who or what corrupted this well run company, but something damn sure did. Chances of me renting from them agan are slim and none. My experience with even the local Enterprise is identical to the author’s, where that exeprience had been much more like that described as USAA.
Perplexing. I wounder if corporate has any idea by now somebody in their chain of command screwed their pooch?
Satoru was not bashing the military or its members. I think he/she was bashing the current government that has no concern for the well-being of our service members and vets.
@chewy568:
I’ve detailed my family’s experience with USAA I think twice now and you’re not alone.
There was a really bad hail storm in our area in San Antonio one year. It thrashed the roofs of everyone in the area and since the homes were all built by the same builder in roughly the same timeframe, everything was about the same. Everyone else on the block was getting new roofs and none of their insurance companies were giving them grief.
USAA had to be the lone dissenter in the opinion that a new roof was needed. Eventually, after many phone calls, many hours, many arguments, and a few letters, they agreed to replace the roof.
Oh yeah, that was our first claim of any kind after about 15 years of membership through auto and house insurance.
For all you USAA lovers out there, I challenge you to go to the competition and make sure USAA is giving you a fair rate on insurance. In my area right now, I’m saving about $800 a year with more insurance than USAA was giving for their quote of about $400 per 6 months.
Is there a Best Company in America contest? If not, there should be, as we should give credit to the companies that not only provide adequate service, but go above and beyond our expectations as customers.
Single former military or children of military could add the fact to their online dating profiles. With this kind of consistently outstanding service, people would PAY to get connected with USAA.
Have had them for three years now…father/ mother were in the air force…have to say they go above and beyond in every instance…even got a great deal on an auto loan…best service, hands down
I had to deal with USAA on the accident that my spouse was in caused by the USAA policymember. It seems that although they may treat their policyholders well, they were impossible to deal with for the claim we filed against their member.
Nothing but messages left unreturned for days on end, if we didn’t pick up with them and called back we’d never receive service, and the rental company hounding us because USAA would be reluctant to extend the contract to the rental car while they remained undecided on whether or not to total the car.
I know not being a paying customer to them, they have no obligation to give me great service, but I am upset that they are painted as this great company when they only behave that way when there is money involved for them.
My sister and husband have USAA. Last year a pipe broke in their house flooding two floors. My sister called USAA when she came home to discover the flood and that same night 10 guys were at her house cleaning the water and installing industrial sized fans so there would be no mold. They replaced every single thing, wood floors, carpets, walls etc., and even set up an outside shed for her belongings while the house was being repaired. They took care of everything swiftly and without question. I was so amazed.
USAA is the ONLY insurance company I’ve ever had, for my cars, homes and camper. I get 3 or 4 offers a week from companies like Progressive, Geico, AIG and Home Depot (yes, I swear. I got an offer for CAR insurance from Home Depot yesterday), and they all get tossed in the mail without even opening them (although I did open the one from Home Depot, just because I couldn’t believe HD was trying to sell me car insurance).
If you qualify to get insurance through them, DO IT. I think I’ve only had to file 1, maybe two claims in my 25 years of driving with them, but there has never been an issue, and the 2 claims on our homeowners policy have been handled better than one could expect.
Add to that the annual dividend check (anywhere from $100 to $250 – we might have gotten $400 once), and I feel you can’t find a better company to deal with. I’m not saying they’re the cheapest, but then, the best never is…
@Pasketti: Maybe they should add USAA to the recruiting posters for the armed forces?
My dad was a member of USAA, but he died a few months ago. Do I still qualify, as his daughter, to be a member?
@ReverendDrGladhands: THANK YOU. Why is it impossible for some people to understand the difference?
@heavylee-again: I’d be interested to know this, too – and what if your grandparents were in the military but not your parents (and your parents were never USAA members)? Does that count as eligibility?
@heavylee-again:
[www.usaa.com]
Requirements are here.
Have had USAA for 10 years now and the customer service has been excellent. The company as a whole has only “annoyed” me once. They sent out a letter increasing the deductible for wind and hail damage (massively increasing it from $1,000 to 3.5% of the policy amount). This was apparently done across the board (at least within our region). We have never filed a claim on our homeowners insurance, just had the deductible increased about 700% for the claim that is most likely to ever be filed… and then we got the renewel about 2 weeks later talking about how through great money management and investment USAA was able to renew our policy without siginificantly increasing the rates……
I moved my homeowners insurance the next day, got back my original deductibles and pay $100 less a year. Still have auto and banking services with them, and they do a wonderful job on those. Just the whole, we have increased your potential out-of-pocket cost to the tune of $6,000 and made it so that you will in all probability never need our insurance.. so we only increased your rates 2% this year. Thanks for being a great customer!
Yeah, USAA rocks!
I have had them for insurance, bank accounts, and loans for almost the last 20 years and have had few if any troubles.
Sometimes, at the end of the year, they will send a rebate check out (from $50-several hundred $s) if they have made a lot of money that year.
Amazing.
GO USAA!
I have to co-sign for USAA as a Big Corporation that actually knows the meaning of the phrase “customer service”. So many BCs seem to think the words customer service are the punchline to a really bad joke (on those foolish enough to try to give them business).
USAA has definitely spoiled me for other companies.