ComplaintsforFred Loya Insurance , LP.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In April of 2024 my 2021 *** 330i was damage in a hail storm. My fully vehicle was covered By ***************** Insurance at the time of the incident. I Contacted **** lawyer within two weeks and started the claim the claim has been going on since the middle of May then it got approved in June collision center where my vehicle is **********************. ****************** ************************. They thoroughly sent in an estimate breakdown everything in the photos of everything ***************** proceeded to send them and check for what they wanted to send them. And not for now not for what the estimate was for when the breakdown out all the charges they needed to complete the repairs. Now Now we have been going threw The supplemental claim Process now and its been almost a month and they still havent even replied back or communicated with us now my vehicle is just sitting at Plaza being fixed and paying $80 a day for car rental and I only been reimbursed for 1 week and its been 3 weeks and my car is just Because *************** wants to play games with the collision Center about the amount cost to fix my car when all the estimates were getting before they approved the claim!! They give you all these automated numbers and communicating with me or the collision center, and my adjuster Marina ***************************** she doesnt care and shes not compassionate at all. It has a horrible attitude telling me its nothing more she can do. I have to wait on the supplemental claims team to review my claim when all this information was getting before my claim was approved!! This Company is a rip off and theyre taking people money for car insurance and dont wanna fulfill their obligation when a claim needs to be paid out and no ones communicating. This is so unfair to me as a customer when I pay my money for my auto ********************** Im a single mom coming out of $100 because Lawyer is not fulfilling their obligation please help

  Customer response

  08/02/2024

  PLEASE CLOSE CASE THEY PAYED OUT CORRECTLY 

  Customer response

  08/02/2024

  PLEASE CLOSE CASE THEY PAYED OUT CORRECTLY 

• Initial Complaint

  07/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Every since I opted for direct payment for my insurance policy ***************** Insurance is deducting what they want when they want. The deduction is supposed to be on the 16th of each month. Within the last 7 months I have added and subtracted vehicles and when I subtracted a vehicle my payment amount was not changed to reflect that amount and when I added a vehicle I paid for a month and since I was on direct debit less than 2 weeks later I was charged again for the added vehicle.

  Business response

  07/25/2024

  Please find the attached response

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed my accident claim 5-17-23. The other person who hit my car while it was parked and I have the same insurance. Once I made the claim. I got a call 5-20-23 and I gave my statement about what happened. 5-22-23 my car was picked up and taken to the insurance company third party holding facility vs taking it straight to the body shop where I asked for it to go. My adjuster agent ****************** was decent but lacked communication. My car was appraised that Friday 5-24-24. I was told by my adjuster it was about 8651k worth of damages. They would only give me enough money (33 dollars per day) for a 6 days and then once it gets to the shop. Once at the shop I would be given another check for however long my car was going to be in there. Well another weeks goes by and I have not heard back about my car going to the shop of my choice. So I called my adjuster again, she said they were re-inspecting to make sure they do not have to pay out any more money once it gets to the shop. Well that is out of their control because the body shop will have their estimate once they take apart my car I explained. She said I am sorry but that is all I have. So another week goes by and I ask for an update because I have no car and can not make it to work. This was my only means of transportation. My adjuster said were you notified that your car was a total loss? I said no! So she gave me the number to the total loss department where I was assigned to a *******. He explained the process of how this goes. I do not hear from ******** for a few days. I had to beg to release my car so I can get it to the shop. After 2 days he gets it released 6-19-24. I get it to the shop. The shop does their estimate and said they can fix it and cheaper than what they are trying to total it out at 25k. The shop can do it for 13k. They send over their estimate and now we have been waiting to get a confirmation on if they will accept the new estimate. Its 7-3-24. Almost 6 weeks I have not had my car!

  Business response

  07/17/2024

  Hi,

   

  Please see response

  Customer response

  07/19/2024

   I am rejecting this response because: My first adjuster ****************** never said the car was a total loss until I called because there was no communication. I asked for the appraisers number to see what they were trying to do. I called both **** & ******. Neither one of them ever called me back or left a voicemail. If I had received a voicemail I would have called them back promptly like Ive done with my adjusters. I spoke with someone else because my adjuster was fired or quit. Before she was removed she told me my car was still fixable and that she would work on getting my vehicle released so I can get it to the shop(6/04/24). I called back to get and update and I was directed to another woman that department. She got her manager involved and 24 hrs later I was notified that ******** would be my new adjuster in the total lost department (6/4/24). I was transferred to him and I left a message for a call back. 6/7/24 I called back because I did not get a call back from him. He happened to answer and we spoke. He explained my car was possibly a total loss. He said they wanted to pay out $25,000.00 for my car if it was to be determined a total loss. Then said they were still investigating and waiting for a response from the adjuster. I told him its not a total loss because its not 75% worth of damages to what **** were trying to pay out. I was told it was around $14,000 worth of damages and that was without labor. Well thats not 75% of $25,000. It would have to be $18,750 worth of damages to be considered a total loss by law in the state of *****. So ******* said he would get back with me on the update to my car being a total loss. A few times between 6/10-6/14 of June I called to get updates on my car being fixed. At the end of that week I got a hold of ******** and he said he said he was told they canceled the first check sent ($8651). I said okay well thats fine I just want my car fixed. I asked can I get it to my body shop so they can look at it and let you know how much it really will cost with labor. He said I will try and get that approved. I have to ask my manager. I responded with okay let me know once you get that approval. He called me 6/17/23 and said they will release my car but only to have it delivered to my house. 6/19/23 my car was delivered and I took it to the auto body shop. I was called by the body shop saying they were waiting on ***************** to send a check for the repairs after he confirmed with ******* that the car would be fixed for less than they originally quoted for around $14,000. July 9 I received a call from ******* about seeing what they were ruling my car. He said he was still waiting. He was just returning my call from July 8. So I waited and never got a response so I called again July 11 and left a voicemail. July 12 ********************************* boss called and left a voicemail for me to give him a call. So I did and he told me they said they will not be concerning my car as repairable. I asked why and he said he no explanation. So I asked can I get the number of someone who is making the decision. He gave me a ************************* number. Then I asked for corporates number and was told he didnt have the number. He was not able to make that connection for me. I called him immediately and left a voicemail. July 15 I called again because I did not receive a phone call back. So I also called ********* and her boss ******** and left a voicemail for them to call me back. July 16 I called ***** again and left a message. I also called ********* as well and left a voicemail. I finally got a call back on July 17 @6:44pm from *********. She said she did not know anything about my claim going on. She was not aware that it was a total loss. She said she did not know anything that was going on. I asked for a reason to why my car wasnt fixed or why the appraisers havent called back. I was not happy about ******* saying they deemed it a total loss and the repair cost is not 75% of value in the state of *****. The car was able to be fixed because it was all cosmetic damages and cheaper than Nicklass quote of around $14,000 without labor cost. She said she will check on this and give me a call back. I ask for it to be by Friday so that I give them 24hrs to make contact and have time to reach me. Its July 19th and I have not received a call back from any one of ***************** or the appraiser *****. 
  
  
  
  
  I will like to note I NEVER received a phone call from any appraiser. If I had I would have known what the cause of making my car a total loss was. No one seems to have a legit reason to why its a total loss other than it was just a possibility. There was no dream damages or anything that will make this a salvage title. The work done on the car was fixed with new GM products. Why pay $25,000 for a total loss instead of paying around $13,000 for repairs and everyone continues on with their business? 
  
  
  

  Business response

  07/26/2024

  Hi,

   

  Please see attached response

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed an insurance claim on 06/10/2024 because my vehicle was damaged by their insured who admittedly agreed to wrongfully backing into vehicle. We are going into a full month later and after many attempted phone calls and voice messages, the adjuster has yet to take the statement of loss and finalize my claim. (Claim #**-0000425784) I have left voicemails to his manager and supervisor, and still no progress on my claim to fix my vehicle. At this point I do not believe I will hear back from this company and have suffered a major loss because of their lack to satisfy liabilities. I expect a resolve asap. I have provided photos in persona and filed the claim in person along with their insured party.

  Business response

  07/17/2024

  Hi,

   

  Please see attached response

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is not my insurance company, but I was involved in a collision with one of their clients. We were told by the main adjuster that our vehicle would be a total loss and that we would be compensated for the market value of the vehicle. After signing over the vehicles title and power of attorney, we were told by the adjuster working the case that they would be sending out the check for the total loss on June 28th. I followed up one week later only to be told that the check was not sent, and a priority notification would be sent to the adjuster as she was not available to speak. It is now July 8th, and after calling once again, we are now being told that the adjuster is no longer with the company, and that they dont know who will be taking over her position. I was told today that there were no written notes left by the adjuster, before they left the company, indicating that she sent out our check for our vehicle. We are once again being mislead by multiple representatives at this company, with no one seeming to know how to deal with sensitive financial matters. This is concerning and I am demanding that this company stop withholding the money that we are owed, as agreed upon by both parties in a legally binding document that they made us sign.

  Business response

  07/09/2024

  Hi,

   

   

  Please see attached response

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I need help! My claim is 6 weeks old and sent tireless emails to you people in this email. Enough is enough. I am officially out $950 for a 3rd week of rentals because your job is not being done and you are ignoring me and my claim and settlement and I have sent 3 comparables 10 days ago and sent 20+ emails to you all and no reply. I need to find another car and can not until my insurance company, ***************** does their job and resolves my claim. I do not know what else to do because I have literally begged to resolve this. I DO NOT WANT ANYONE EXCEPT A SUPERVISOR TO GET A HOLD OF ME. ************ TODAY. the *** department of insurance investigator is involved and also calling the BBB and other agencies in the state for assistance since insurance laws and consumer laws are being violated. This does not have to keep going on the mishandling and rudeness and screaming and hanging up by the claim adjuster and mgrs is wrong and this needs resolved because this is about to get very bad LEGALLY for ***************** if an agreement is not made TODAY iT IS A SIMPLE PHONE CALL AND REASONABLE, NON LOWBALL OFFER FOR MY CAR CALL ************ ******************* ***********************

  Business response

  07/18/2024

  Hi,

   

  Please see attached response

• Initial Complaint

  07/01/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I had a car accident that happened on May 15, and I, along with the other party insurance, have been calling for 3 weeks now with no response from my ***************** Adjuster ****** or his supervisor *********. I have been informed my vehicle is at a total loss, and ***************** will pay it out now the other 3rd party insurance will take over and pay it off. This issue is as simple as changing the copart name over to Great West Liability and they can pay it off.I would like to have this resolved and to also receive my paperwork on this claim as I have not agreed to any settlement nor signed anything.

  Business response

  07/12/2024

  Hi,

   

  Please see attached response.

   

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  It is my auto insurance policy that I purchased in full covered including roadside assistance. On 08/06/2023, I had one flatted tire and needed a replacement tire. Therefore, I contacted ALLWAYS TOWING to tow my car to local tire shop. When the tow truck arrived, I asked the tow truck driver to see he could replace my spare tire on my car so I could drive my car to the tire shop it would be cheaper than towing my car to the tire shop, but he charged me the same price even just replace the spare tire. His whole price fee was $280.00. After I got a new replacement tire, I stopped by at their office one of the agents told me that she will take care of it. But she was lied to me and never responded since then even I contacted with her as the third times. The reason I file a complaint against this auto insurance agent because it has been almost a year now never and never respond. This is truly a "Fraudulent" auto insurance agent.

  Business response

  07/11/2024

  Hi,

  Please see attached response

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/23/2024 while visiting my local water store, another driver backed into my vehicle. One of the employees of the store was a witness to the accident. I called **** insurance the same day and the witness did as well. The adjuster, *************************, claimed for 2 weeks that he had not spoken with the witness when in fact he was provided a statement on the day of the accident. Per the witness and the statement they provided to ****, they saw the other vehicle back into my unmoving truck and that the woman at fault called her daughter (works for **** insurance) while on scene at the time of the accident. When I advised on 6/4/2024 that I was contacting the **** of Insurance, ***** stated that he had "forgotten" that he had spoken to the witness and that the insured party of **** was found to be fully responsible for the accident. On 6/18/2024 I received a check - no estimate, no other letter/correspondence. When I contacted *****, he stated that **** had changed their mind on who was at fault as they were claiming that there was no witness to the accident, and that they had then sent me a partial payment and that the case was "closed." Literally, the at fault party is working with her daughter who is employed by the at fault party's insurance company (****) to ignore an eyewitness account of the accident and refusing to pay the damages and vehicle rental arrangements for my truck to be repaired.

  Business response

  06/28/2024

  Hi,

   

  Please see attached response

  Customer response

  07/03/2024

   I am rejecting this response because: I understand that the police would not come to the scene due to being on private property; however, **** is banking on this to not appropriately fix my vehicle. As anyone can see in the attached photos - it is IMPOSSIBLE that I was moving at the time of the accident. No scratches of ANY kind to my vehicle. If I had been moving, there would have been scratches to indicate this. Also, I understand that the witness may not have had a clear view of the impact scene itself, but once again, the associated damage is clear that I was not in motion when the other truck backed into me. The photos depict the damage to my vehicle (the other driver stated she saw no damage to her car) and includes one taken in the positions of the vehicles AFTER she hit me, and then pulled forward into the parking space she was attempting to vacate. The impact was from her back driver's side bumper into my vehicle near the gas door.
  
  
  

  Customer response

  07/03/2024

  Also, **** DID NOT send a letter of any kind to me, they mailed me a check for less than the repairs according to their estimate by itself in an envelope, and a check for a partial payment towards a rental vehicle approximately 2 weeks later - once again without any correspondence or letters of explanation. I had to contact ***** at **** for him to email me the estimate and on 6/26/2024 I requested a copy of the "letter" they say I was supposed to have received, to date, ***** has refused to respond.

  Customer response

  07/09/2024

  I as well as my insurance company, GEICO, were informed via phone on 6/4/2024 that **** had decided that I was NOT at fault and that **** would be covering the damages to my vehicle. I had called GEICO due to the **** representative, *****, stating that he had not spoken to the witness of the accident when in fact he had - a week prior. The agent at GEICO contacted ***** directly (I provided his phone number). The GEICO agent called me back within the half hour and stated that he had ***** on hold and that ***** had informed ***** that the **** insured was responsible and that **** would cover the entire cost of repairs as well as rental car. GEICO claims department **************.

  Business response

  07/09/2024

  Hi please see attached response

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ***************** claim adjuster ********************************* denied a legimate claim without letting me know he had close the case and refered me to the other insurance company to fight for my property damage that was on my vehicle cause by the other insured. On 5/5/24 my grandson was in a car accident in ********, CA and the other party backed into my 2014 C300 ******** **** and got out of the car and started to tamper with the evidence on my vehicle by wiping off the scratched on my car. I told him to give the phone to the person and told the woman who was with the man who hit my vehicle if they continue to mess with the car the police will be called and I would Uber up to the drug store. Because I had a funeral in a couple of days after the accident and this was on a Sunday I filed an online claim form on May 6, 2024 and was told to speak to *********************, he told me the case had been transferd to *************************** and on May 10, 2024, this claim adjuster had ******** and me on a recorded line to make a statement and was told to send in pictures of the vehicle.I was ask after the statement was made by ***************************, did I want to go after Mercury Insurance because the other party was at fault in order to get my car fixed and I said yes. But what he did not tell me was that he was expecting for me to do his job on this claim and fight on my own with the other company and ********* my claim by saying or doing anything to without my insurance company protection who I pay to negotiate for me in case of an accident.Here is the breach of duty my insurance company has created for me.********************************* lied and said he sent a letter out to me on May 14, 2024, I never received. So I finally got a email on him and requested it on June 20, 2024, because he never sent it out.1. The attempt to under pay my claim with an estimate of $443.32 2. ******* and refuse to pay legimate claim 3. Bad faith, and duty to indemnify and pay damages owed to me on my vehicle

  Business response

  06/27/2024

  Hi,

   

  Please see attached response.

  Customer response

  07/01/2024

   I am rejecting this response because:
  
  Please see attach letter.

  Business response

  07/09/2024

  Hi,

   

  Please see attached response

  Customer response

  07/11/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  And all payments have been made to the insured as of July 11, 2024.

  Thank you,

   

  ***********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩