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Complaint: [redacted]I am rejecting this response because:I did have a conversation with [redacted] who "confirmed" that USAA there would be no more research done into my claim and USAA considers this matter closed. I explained to her that their reason for closing my claim is unwarranted, for the second time this claim. [redacted] continued to insist that USAA considered the matter closed and I wouldn't be allowed to even talk to the Escalation Manager who I originally talked to. However, on June 28 I received a phone call from the claim manager and a employee of USAA who is mechanically inclined. They called me to explain the reason for the denial of the claim and put me at ease about the claim. After being told they couldn't find the type of damage needed to find to cover the claim a few different ways, they tell me there would need to be a bent rod in my engine for there to be any kind of water damage to my engine and they didn't find it. This was their reason for denying the claim. I called them out on them not knowing if I don't have a bent rod without completely tearing apart my short block engine, which they didn't do before hand. They agreed, reopened my claim and even pay for the extra tear down. I was informed just before by their highest management, according to them, that USAA considered the matter closed and their was nothing more to discuss. The USAA employee continued calling my engine hydro locked, which I politely disagreed but was told I was wrong. My own knowledge of automobile mechanics had kept me in the claim this long. Which is truly sad when customers have to be mechanically inclined to not get done wrong by their own bank/insurance company. They wanted me to instantly agree to the full tear down but I wanted to talk to my shop and other mechanic shops on the matter. I didn't want to waste any more time and break my car apart even more than it already is if other mechanics thought it wouldn't be worth it. I told them to hold off for me to see if I even have a case.  I wasn't 100% sure if I was correct so I accepted his terminology. I called them back the next day to approve the full tear down. I informed the claims manager of the mechanics I am talking to are saying that USAA is incorrect on their terminology of hydro lock and that more damage can be caused by water damage other than a bent rod. We eventually have a three way phone call where the same engine mechanics expert and I disagree over mechanics excessively. He was clearly biased on the situation, it's his job I suppose. He continued to call the engine hydro locked and said they need to find a bent rod in the full tear down to cover the claim. Every mechanic I have talked to has told me USAA's using the term wrong in my case. But conveniently for USAA, a hydro locked engine usually does have a bent rod. It seems they continue to call it hydro locked because they know the symptom of an actual hydro lock won't be found, therefore giving them "good" reason for denying my claim. The fact that your escalations department has denied me access to talking to the manager I was talking to, then the claims department calls me days later and reopens my claim after I had to call them out on them not actually knowing if I had a bent rod in the first place. THEN, get this message on Revdex.com from USAA believing my claim is still closed doesn't surprise me at all after this claim. USAA is still paying for a full engine tear down of the engine for diagnostics according to the claims manager and mechanical expert. This has been discussed with my shop as well. How can management not know what's going on with the claim, yet post an inaccurate rebuttal?Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because: USSA need to send me a check for $1,047.75  this would make it out to 2,800.00 thats the blue book value                                       this is what they gave me in checks                                        $1,544.25                                       $   208.00                                      __________                                    total $1,752.25They owe me 1,047.75 to make $2,800.00
Regards,
[redacted]

December 27, 2016
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your September 29, 2016, automobile insurance claim. I regret any frustration you have experienced as we strive to provide quality service to all of our...

customers.
[redacted] of our staff, conducted a thorough review of your concerns. His analysis concluded that you were liable for 20 percent of the negligence that attributed to the accident. Consequently, on December 21, 2016, a check for $1,583.19 was issued to [redacted] to cover 80 percent of the damages to your vehicle. Should there be additional questions regarding this matter, Mr. [redacted] can be reached at ([redacted]-USAA ([redacted]) or ([redacted]-[redacted], Extension [redacted].
We appreciate the opportunity to review the matter and to respond to you.
Sincerely,
[redacted]

September 14, 2016 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding your automobile claim, and we regret any frustration you may have experienced. Thank you for speaking with [redacted], of our staff, who discussed your...

concerns.  I understand that an additional payment for rental reimbursement was provided to you via electronic funds transfer on September 9, 2016.  If you have additional questions, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
Still waiting to figure out what's going on, still stuck with a totaled car , and still treated like I'm in the wrong in some way.  That response was a joke, the last person that called me directly from USAA was named [redacted] and he laughed at the frustration this has caused me, and then brought up my whole family being charged with a crime which I reported to the person that called me in regard to me rejecting the last response. No update on if any action was taken against someone you employ treating a customer like that, and still no word on what's going on. Me and my family loved USAA before this and now wil all he taking our buieness elsewhere. You as a company are obviously not interested in making this situation right. 
[redacted]

Complaint: [redacted]
I am rejecting this response because:I called to transfer the vehicle myself before my father called to take it off his policy. My father never would have left his grandson without car insurance. Furthermore my son is still an insured USAA insured driver and the treatment he received by USAA on Sept 30th is inexcusable.
Regards,
[redacted]

December 27, 2017
Mr. [redacted] S. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your second submission regarding your automobile claim.
We understand that at this time you have filed your claim for damages with Liberty Mutual Insurance. Should you have additional questions or concerns, [redacted], of our staff, remains available to assist you and can be reached at [redacted] or ([redacted], Extension [redacted].
We appreciate the opportunity to review your concerns again.
Sincerely,
[redacted]

July 28, 2016   Mrs. [redacted] Complaint ID #: [redacted]   Dear Mrs. [redacted]:   I am responding to your submission regarding your first auto loan payment to USAA Federal Savings Bank.  I apologize for the frustration you experienced as we strive to provide quality service to...

our entire membership.    Our records show that during the auto loan set up process, the 15th of the month was selected as the day for payments to be made.  Unfortunately, the time frame from the contract date June 15, 2016, to the first payment date you requested in August exceeded 60 days.  Therefore, your first payment was deducted on July 15, 2016.   Thank you for speaking with [redacted], of our FSB staff, who presented the option of renewing your loan in order to refund your July payment.  We appreciate you allowing us to reply to you.  If you have any additional questions, Ms. [redacted] remains available to assist you.   Sincerely,   [redacted]     Tell us why here...

Complaint: [redacted]
I am rejecting this response because: I never receive call backs and I have left several messages for the adjuster. I was not even informed my claim was being investigated! Furthernore the apraiser said there IS hail damage to my veheicle, so much shes requesting it to be a total loss! So stop ignoring my call my questions and giving me a BAD FAITH claim! Do the honest thing USAA
Regards,
[redacted]

September 10, 2015 Ms. [redacted]Complaint ID #: [redacted] Dear Ms. [redacted]: I am responding to your submission regarding automatic payments for your automobile insurance policy.  We regret any frustration you experienced as we strive to provide quality service to our entire...

membership.   Thank you for speaking with [redacted], of our staff, who thoroughly reviewed the situation surrounding your August 2015 automatic payment.  I understand that Mr. [redacted] waived the $30.00 returned payment fee and that your automatic payment plan has been reestablished for future withdrawals.  Should have any further questions or concerns, Mr. [redacted] remains available to assist you.    We appreciate the opportunity to review this matter and respond to you.   Sincerely, [redacted]

February 2, 2016 [redacted] Complaint ID #: [redacted] Dear [redacted]: I am responding to your submission regarding your USAA Car Buying Service experience. When we are made aware that matters have not been handled to a member’s...

satisfaction, we appreciate the opportunity to review the situation and work towards a solution, as you allowed us to do. Thank you for speaking with [redacted], of our staff, who advised that your concerns were shared with TrueCar, Inc., USAA’s Car Buying Service provider. Once their review of the situation is complete, they will follow up with you directly. Should you have any questions in the meantime, Ms. [redacted] remains available, and she can be reached at [redacted]. Thank you for allowing us to reply to you. Sincerely, [redacted] USAA Car Buying Service provided by TrueCar, Inc. USAA Bank receives marketing fees in connection with the Car Buying Service.

February 16, 2017
Sergeant [redacted], USA
Complaint ID #: [redacted]
Dear Sergeant [redacted]:
I am responding to your submission regarding the handling of your claim. I regret the inconvenience this situation caused you.
Thank you for speaking with [redacted], of our staff, who...

confirmed you were given the option of an appointment prior to the one scheduled for February 2, 2017; however, you opted for that date. In addition, as Ms. [redacted] advised, we listened to the call recording of the conversation between you and [redacted] and confirmed they discussed how the glass would be covered under your policy if it was repairable and if it was not repairable. The claim was handled appropriately.
If you have additional questions on this matter, Ms. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]

February 22, 2016
[redacted] 
Complaint ID #: [redacted]
Dear [redacted]:
I am responding to your submission regarding an IRS form you received for your charged-off loan with the USAA Federal Savings Bank.
Thank you for speaking with [redacted]...

[redacted], of our staff, who explained that the IRS form 1099-C you received was mailed to you appropriately and that it was issued to the primary and secondary accountholder.  As Ms. [redacted] explained, we will continue to report the account for seven years from the first date of delinquency which was in January 2011.  Any questions you may have on how to file the IRS form should be directed to a tax advisor.  If you have further concerns regarding your loan, Ms. [redacted] remains available to assist you.    
We appreciate you allowing us to reply to you. 
Sincerely,
[redacted]

I reject this response.  [redacted] told me she was going to call me at a certain time and never did. I am still having problems and have sent multiple emails with no response.  I did not elect not to have rental but apparently it was a miscommunication. I took care of that. The only time I heard from my adjustor and her supervisor was 3 days after my accident because the same day a representative of your company called them few minutes before. All they did was to justify themselves. I was told they don't work on weekends or after hours and since my accident was on a Sunday afternoon there was no one available. There has been no follow up since that single phone call. I have had to constantly send messages or call. After picking up my car noticed multiple scratches and dents in the left side of my car that were not there when my car was taken. The collision center told me they didn't know and that probably was the towing service who caused them. I sent a message to USSA as I expect this new problem to be addressed and nobody has contacted me. The collision center did say they would replace a oart but didn't say anything about fixing all the new scratches on my new vehicle. The whole service has been unacceptable and there has not been full resolution.  Thanks again for your assistance.  [redacted]

Complaint: [redacted]
I am rejecting this response because:
My concerns are not being addressed by the staff and I’m continually being abused by the reps of the office of the CEO. They refuse escalation, laugh in your face and then deny it. No resolution at all has been offered what so ever. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because, it is a lie, a fraudulent statement, a fabrication. We have already spoken to the company on the telephone and they confirmed they have the police report but they refuse to do anything anyway. The original adjuster, [redacted], refused to answer our calls, voicemails, and emails. We finally got a supervisor on the phone who confirmed that the adjuster was avoiding us. USAA's client stuck our car from behind because they were following too close. USAA is responsible for fixing our car but they refused to, even after receiving the police report. USAA representatives have lied to us and are using fraudulent means to avoid the claim. Unless they want to cover the cost we spent on repairing the car of $3000, the complaint stands.
[redacted]

January 11, 2017 Master Sergeant [redacted], USAF (Ret.)Complaint ID #: [redacted] Dear Sergeant [redacted] I am responding to your submission regarding your February 18, 2016, rental property claim. Due to privacy laws in your state [redacted], of our staff, reached...

out to you directly to address your concerns.  Should you wish to discuss the matter further, Ms. [redacted] remains available to assist you. We appreciate you allowing us to reply to you.   Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

October 27, 2016
Mr. [redacted]
Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your homeowners’ insurance policy. I regret the frustration you experienced as we strive to provide quality service to our entire membership.
Thank you for...

speaking with [redacted], of our staff, who completed a thorough review of your account and determined a full reimbursement was warranted. I hope you found your conversation with Mr. [redacted] responsive to your concerns. As he indicated, the policy was cancelled effective November 5, 2011, and a refund has been issued accordingly. Additionally, per your request, future automobile and property insurance documents will be mailed to your address of record. If you have additional questions, Mr. [redacted] remains available to assist you.
We appreciate the opportunity to reply to you.
Sincerely,
[redacted]

October 27, 2017
Mr. [redacted] Complaint ID #: [redacted]
Dear Mr. [redacted]:
I am responding to your submission regarding your online automobile insurance quote. We regret any frustration or inconvenience you may have experienced as a result of this matter.
Thank you for speaking with [redacted]...

[redacted], of our staff, who explained that we are unable to honor your request to close your membership as our systems are designed to retain information, both for business and anti-fraud purposes. Please be assured that we will continue to protect any remaining personal information in our records as described in the USAA Privacy Promise by using secure measures that comply with federal law.
It is important to note that USAA acts in accordance with our core values of service, loyalty, honesty, and integrity. We respectfully reject your allegation of wrongdoing. If you have additional questions, Mr. [redacted] remains available to assist you.
We appreciate you allowing us to reply to you.
Sincerely,
[redacted]