ComplaintsforFred Loya Insurance , LP.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This insurance company is a fluke the don't fix nothing that happens to your car they **** up the deductible so they don't have to pay for anything that happens to ur vehicle they drag there feet when a serious accident accrues I can't get a rental from them to get to work

  Business response

  07/01/2024

  Hi,

   

  Please see attached response

• Initial Complaint

  06/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I would like for the insurance company to pay off the remaining of the loan due to it being a total loss and me having full coverage insurance

  Business response

  07/03/2024

  Good evening, 

   

  Please see attached our Companys response. 

   

   

  Thank you 

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am being charged ***** for a deductible I have never been at fault for any accident in my 50 years of driving I dont have any dui on my record so why am I being charged so much

  Business response

  06/21/2024

  Please find the attached response.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  date of complaint 6/04/2024 claim #**-0000422686 I have much documentation that a collision I was involved in was the fault of the driver insured through **** insurance. I was not at fault at all. Despite my evidence and **** insurances' complete lack of concern for any evidence, they have concluded I am 50% responsible. My rejection of their analysis and insistence that they review police report etc. They described a police report, as two parties telling a third party that was not present (police) their opinion of events. Yet they can evaluate all from 1400 miles away. Stating their decision is final no appeal process. Isn't that against the R.I.C.O. **** Even the supervisor, just as difficult and unwilling to change. Confirmation bias is their method and they do not consider other evidence. They really do not care about helping the victims or true investigations of the incident, just have one concern the company's bottom line. Blaming me for half is inaccurate and bad by itself but I have an estimate of damages for$2088 and they said my claim would be paid at $238. Insulting to say the least. A person could not even buy one of the several parts needed for that repair not to mention the labor costs to install the parts. I don't know what world they live in, to project that figure as making me whole. Its not even the 50%. I truly deserve and am seeking 100% compensation along with other ways to get help. I would love to find some others (**** dissatisfied victims) for a class action suit. The insurance agency has an "F". I feel they really deserve that rating. Police report available upon request or **************** (**********) Sheriff report # LA ********* Thermal Ca. station ph.************

  Business response

  07/08/2024

  Hi,

   

  Please see response

  Customer response

  07/18/2024

   I am rejecting this response because: see attachment.
  
  
  

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was at an event in May 2024 where my car was parked directly across the street, when the security guards who were standing at the front door informed me that a woman had hit my car and they stopped her across the street. The women said she didnt realize she hit my car, we exchanged info after I can all of her info + pics and video of the damage on both cars. I filed a claim the next day and on Monday I took my car to her insurance company so they could assess the damage on my car. They gave me multiple claims adjusters, Insent them an email with all the photos etc and did not hear a response from them. I called multiple times with no answer, I finally called my 1st adjuster at the company and he put me in contact with his supervisor in a department that has nothing to do with what Im going through. He was able to pull up my case and informed me they closed my case without getting in contact with me because they didnt find any evidence even though I provided them with evidence. I cant get in touch with with department head or supervisor to talk about this case. The car she was driving was a rental and not the one on her insurance.

  Business response

  06/20/2024

  Hello, 

  Please see attached, our Companys response to the received complaint. 

  Customer response

  06/20/2024

   I am rejecting this response because:
  

  The photos that were provided by the person who hit me were tampered with. My photo has the correct time stamp from day of accident and around the time that it occurred. The photos that ********************* client provided were tampered with, she got the damage removed before she submitted pictures providing her "evidence", and they are not the correct photos from the accident that night. There was NO clear communication by the representatives at *****************, I had to keep calling them MANY times to get any type of update on the case, and they closed it without speaking to me or updating me. When I finally did get someone on the phone their response was simply "she said she didn't do it" so the case was closed. They should be held liable because their client hit my car and the photos she provided them with are not accurate from the night of the accident. My insurance company State Farm let me know the photos submitted from both parties do not show the same damage. My photos are the only correct date and time stamp that show the correct damage, her's are false. 

  
  

  Business response

  06/28/2024

  Hi,

   

  Please see attached response

  Customer response

  07/01/2024

   I am rejecting this response because: The person who hit my car continues to LIE that she did not hit my car, and has falsified photo evidence of the damage done to the rental car she was driving. I have the ORIGINAL PHOTO PROOF from the night of the accident with my cars red paint on the white jeep she was driving. The issue is she has provided "evidence" that has been tampered with and ***************** does not want to take responsibility in fixing the damage. They have been lying and not wanting to take responsibility since this whole thing started, I'm not sure what conclusion we can come up with when they continue to lie as well as their client, when I have provided MORE THAN ENOUGH evidence of that damage has been done. And costumer service from their side has been below subpar, absolutely no accountability from the start. 
  
  
  

  Business response

  07/11/2024

  Hi,

  Please see attached response

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car accident:********************* insurance holder rear-ended me on 4/10/2024. A claim was filed immediately. However, ***************** has not been responsive. I have a log of the calls I made to them and the information requested were provided to them but they are not responsive. The damage repair cost is $5,607. I left multiple messages to the adjuster and 2 additional levels of management but no response received from them.

  Business response

  06/21/2024

  Hi,

   

  Please see attached response for received complaint.

   

  Thank You 

  Customer response

  07/01/2024

  There are many inaccurate and untrue statement in ********************* response to my claim:

  The complaint itself can be characterized as a claims processing delay. The Company regrets the potential for any delays and reminds the Complainant that our staff is here to assist with the balance of the process. Furthermore, the Company notes the complaint is absent any supports or additional documentation.
  The Company is not delaying the claim. Our Company had previously denied liability for the accident. After receiving additional video our adjuster overturned liability on 5/13/2024. The Company has been in contact with **********, and review of the claim file reveals professional and frequent communication.
  This is a false statement and not reflect the accurate order of events:
  4/10/24 Claim was filed
  4/12/24 went to the ***************** office for staff to take pictures of the damage.
  Same day - First dashcam video was submitted a few hours after the appointment. See copy of the email sent with time stamps, attachment #1.
  The loss occurred on April 10. 2024. Our insured called the accident in and provided us with his statement. After our adjuster completed the investigation, liability was denied on 4/29/2024. The Companys adjuster placed a phone call to **********, and left a voicemail about the liability denial. A denial letter was mailed the same day.
  This is also an untrue statement.  ** communications received from *****************.
  4/12/24 I sent an email to the claim office to follow up because I have not heard back from anyone. Again, no response. See attachment #2
  4/30/2024 I called ***************** and the rep transferred me to the claim office.  I was on hold for 20 minutes, and no options to leave a message. I then followed up with another email. See attachment #3
  On 5/6/2024 *** *** called in and provided a video of the accident that occurred. After a review by our staff, liability was overturned,and ********** was made aware of the repair process. Our adjuster remitted a payment $1,183.74 (Draft Number ********) based on the initial estimate.Additionally a payment was remitted in the amount of $255.48 (Draft Number ********) for rental.
  This is an untrue statement, and its a testimony to how un-factual and disconnected between the person who respond to this claim and what is actually happening. 
  Again, dashcam clip was sent on 4/12/24
  Second clip was sent on 5/1/24.
  May 13, 2024 is the first time *********************, the adjust called to say they admitted 100% false.  Instructed me to send my car for an estimate.
  May 28, 2024, I sent the estimate to the claim office, followed with 5 calls to multiple people including *********************, his supervisor and his manager and left voice messages.
  May 31, 2024, I made 2 phone calls again and left voice messages
  June 11, 2024, I made 3 phone calls and left 3 voice messages. I also called the adjuster and was on hold for 16 minutes, no options to leave a voice message. 
  I sent a 2nd email to the claim office with the estimate. See attachment 4.
  June 17, 2024, *************************** called and said she is handling my claim now.  She also said the estimate was NEVER submitted to the appraiser for review.  Also informed that ********************* is no longer with the company. She also said that she will send it.
  June 20, I called back and left a voice message to request update.
  June 24, 2024, another ***************** rep called, left a voice message saying the case is still being reviewed. I called back and left a voice message.
  June 26, 2024, the rep called me and advised that the case is still under review and that they will have an response by the following week.
  As of today, 7/1/2024, they claim still hasnt been approved. I do not know where the amount came from and would like to see the evidence.  Furthermore, the damage estimate was more than 5,000.  Im not sure why she thinks the payments above is suffice. 
  Attachment #5 is the log I kept due to the excessive amount of phone calls from me and minimal number of responses from *****************.  I still have the voice messages saved in my phone regarding the claim which hasnt been approved.  This is evidence for the inaccurate responses in this feedback.
  On 6/17/2024 our adjuster assigned the supplement estimate to be reviewed for payment, and has been in contact as recent as 6/20/2024 with ********** to inform her of the status of the claim. Our staff will continue to assist ********** with the balance of her claim. We look forward to answering any additional questions related to the claim settlement. The Company recognizes the frustrations that *** occasionally accompany an insurance claim and our staff is available to assist where needed. If ********** has any further questions that have not been answered by this letter, she *** contact *****************************,Claims Manager at **************. The Company appreciates the opportunity to respond to the Bureau regarding this important concern from our insured.

  Customer response

  07/01/2024

   I am rejecting this response because:
  
  Date Sent: 7/1/2024 5:42:29 PM
  

  There are many inaccurate and untrue statement in ********************* response to my claim:

  The complaint itself can be characterized as a claims processing delay. The Company regrets the potential for any delays and reminds the Complainant that our staff is here to assist with the balance of the process. Furthermore, the Company notes the complaint is absent any supports or additional documentation.
  The Company is not delaying the claim. Our Company had previously denied liability for the accident. After receiving additional video our adjuster overturned liability on 5/13/2024. The Company has been in contact with **********, and review of the claim file reveals professional and frequent communication.
  This is a false statement and not reflect the accurate order of events:
  4/10/24 Claim was filed
  4/12/24 went to the ***************** office for staff to take pictures of the damage.
  Same day - First dashcam video was submitted a few hours after the appointment. See copy of the email sent with time stamps, attachment #1.
  The loss occurred on April 10. 2024. Our insured called the accident in and provided us with his statement. After our adjuster completed the investigation, liability was denied on 4/29/2024. The Companys adjuster placed a phone call to **********, and left a voicemail about the liability denial. A denial letter was mailed the same day.
  This is also an untrue statement.  ** communications received from *****************.
  4/12/24 I sent an email to the claim office to follow up because I have not heard back from anyone. Again, no response. See attachment #2
  4/30/2024 I called ***************** and the rep transferred me to the claim office.  I was on hold for 20 minutes, and no options to leave a message. I then followed up with another email. See attachment #3
  On 5/6/2024 *** *** called in and provided a video of the accident that occurred. After a review by our staff, liability was overturned, and ********** was made aware of the repair process. Our adjuster remitted a payment $1,183.74 (Draft Number ********) based on the initial estimate. Additionally a payment was remitted in the amount of $255.48 (Draft Number ********) for rental.
  This is an untrue statement, and its a testimony to how un-factual and disconnected between the person who respond to this claim and what is actually happening. 
  Again, dashcam clip was sent on 4/12/24
  Second clip was sent on 5/1/24.
  May 13, 2024 is the first time *********************, the adjust called to say they admitted 100% false.  Instructed me to send my car for an estimate.
  May 28, 2024, I sent the estimate to the claim office, followed with 5 calls to multiple people including *********************, his supervisor and his manager and left voice messages.
  May 31, 2024, I made 2 phone calls again and left voice messages
  June 11, 2024, I made 3 phone calls and left 3 voice messages. I also called the adjuster and was on hold for 16 minutes, no options to leave a voice message. 
  I sent a 2nd email to the claim office with the estimate. See attachment 4.
  June 17, 2024, *************************** called and said she is handling my claim now.  She also said the estimate was NEVER submitted to the appraiser for review.  Also informed that ********************* is no longer with the company. She also said that she will send it.
  June 20, I called back and left a voice message to request update.
  June 24, 2024, another ***************** rep called, left a voice message saying the case is still being reviewed. I called back and left a voice message.
  June 26, 2024, the rep called me and advised that the case is still under review and that they will have an response by the following week.
  As of today, 7/1/2024, they claim still hasnt been approved. I do not know where the amount came from and would like to see the evidence.  Furthermore, the damage estimate was more than 5,000.  Im not sure why she thinks the payments above is suffice. 
  Attachment #5 is the log I kept due to the excessive amount of phone calls from me and minimal number of responses from *****************.  I still have the voice messages saved in my phone regarding the claim which hasnt been approved.  This is evidence for the inaccurate responses in this feedback.
  On 6/17/2024 our adjuster assigned the supplement estimate to be reviewed for payment, and has been in contact as recent as 6/20/2024 with ********** to inform her of the status of the claim. Our staff will continue to assist ********** with the balance of her claim. We look forward to answering any additional questions related to the claim settlement. The Company recognizes the frustrations that *** occasionally accompany an insurance claim and our staff is available to assist where needed. If ********** has any further questions that have not been answered by this letter, she *** contact *****************************, Claims Manager at **************. The Company appreciates the opportunity to respond to the Bureau regarding this important concern from our insured.

  
  

  Customer response

  07/08/2024

  RE: Response to BBB Notification
  
  Hello,
  
  I received a notification from the BBB stating that you have not received a response from me. However, I responded on July 1, 2024, with a series of five attachments as supporting documentation. Attachment #5 is a document detailing the series of events in chronological order as a rebuttal to the response sent by ***************** on June 13, which contains many inaccuracies.
  
  Please let me know if you need me to resend this information.
  
  Thank you,
  
  *********

  Business response

  07/09/2024

  Hi,

   

  Please see response

  Customer response

  07/16/2024

  I am rejecting this response from ***************** for the following reasons:
  

  1. Inaccurate Contact Claims:
  - ***************** stated that their staff attempted to "contact ********** via telephone on 7/2 and 7/3 to advise the supplement review needed to be completed, but the calls were not returned. On 7/5 we made voice contact with ********** advising her supplement was being reviewed and our adjuster would contact her upon completion."
  - However, I received phone calls from ***************** on 7/3 at 2:40 pm (voice mail stating the claim is still under review), and on 7/5 at 3:44 pm (voice mail stating they are returning my call regarding the claim). I returned the call on 7/5 at 4:01 pm, 4:02 pm (left a voice message), and again at 5:05 pm, at which point I spoke with a representative who reiterated that the claim was under review and attributed delays to the July 4th holiday, despite my claim being submitted back in April.

  2. Misleading Information and Rude Communication:
  - During the call on 7/5, the representative rudely mentioned an "additional claim" and referred to my estimate as such. I have only one claim and was never informed about any "additional" or "initial" claim.
  - Later that day, at 5:37 pm, another representative from ***************** stated that an estimate was written and sent to a supervisor for review, instructing me to call ********************* (no longer with *****************) for questions about the claim, and to expect an update by Tuesday or Wednesday. I have yet to receive this estimate or any updates.
  

  3. Inconsistent and Insufficient Communication:
  - Despite multiple attempts to reach out, I was only able to leave voice messages and received no detailed or documented information about my claim status.
  - This lack of clear communication and documentation appears to be a deliberate effort to delay or avoid fulfilling their insurance obligations.
  

  4. Misleading Statements Regarding Payments:
  - ***************** claimed, "Our adjuster made an attempt to contact ********** on the same day to inform her of the review, and left a voice message. After the supplement review was complete, the payment was requested on 7/9/2024."
  - Upon returning from a one-week vacation on 7/15, I found two checks in the mail for $255.48 and $1,183.74, postmarked June 20, contradicting their claim of approval and mailing in May as mentioned in ********************* first respond. The envelope was improperly sealed, with the glued side attached to both checks--see images in the attachments.
  

  5. Lack of Transparency and Adequate Payment:
  - I have not received any additional payments or communication regarding the approval of the estimate or the amount approved. I will not accept any amount less than what is necessary to cover the damages.
  Due to these false statements and the apparent lack of good faith in addressing and resolving my claim, I entirely reject ********************* response.

  Customer response

  07/26/2024

  The response ***************** provided was generally the same repeat as the previous one and provided no substance and resolutions.  Therefore, no change in my statement and I continue to reject their response.  The picture painted in the response letters are far from the truth and the experience I had with their team.  ***************** is an unethical insurance provider and I do not understand why they are still in operations. At the end of the day, their unethical business practice would only hurt the consumers, especially those who do not have the expertise, ability, or time to fight back. This point should be emphasized and bring forth for investigations as eventually, it this will impact the auto insurance industry that ***************** is a part of.  

  Business response

  07/30/2024

  Hi,

   

  Please see attached our response.

  Customer response

  08/07/2024

  Hello, I strongly disagree with the conclusion that ***************** has made good faith effort in resolving the dispute.  Their response referenced a "repair process letter" which I did not received.  The checks they sent was short $38.71 compared to the estimate I provided. I should emphasize, this is a collision repair center's estimate, not a personal favor I received so the estimate cost is not a negotiable factor. I don't understand their logic as I have not been provided with any written documents from ***************** despite my multiple requests. Furthermore, I called again requesting information about the rental coverage while my car is in the shop. I called ***************** 4 times on 7/30, twice on 7/26 but have not heard back from them.  I reject the statement in which ***************** states, "A repair process letter was mailed 7/12/2024." I have not seen the letter. I am wondering why ***************** choose not to email the letter or both mail and email to ensure I receive the document.  I have requested such form of communication from them but consistently, the communication is poor to none.  ***************** responded with a lot of one-way statements about their communications but all were far from the truth.  Their behavior has been consistent--inadequate communications, no good faith effort in fulfilling their obligations as an insurance provider.  I am hoping that the BBB would be able to bring this to light so that there are no more victims have to suffer what I have been to. 

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***************** Insurance collected monthly premiums for full coverage Insurance on my vehicle but refuses to honor the policy. I was in an accident. I was not at fault. My truck was towed to a tow yard and was auctioned as a result of non action on the part of ***************** Insurance.

  Business response

  06/17/2024

  Hi,

   

  Please see attached response.

  Customer response

  06/27/2024

   I am rejecting this response because:
  I sent the photo 4 days ago. They continue to delay and not provide any explanation. I call, they screen and do not answer my number. I leave messages requesting explanation and they don't do it.
  
  

  Business response

  07/09/2024

  Hi,

   

  Please see attached response

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The accident occurred feb 19 *************************************** tried to resolve the issue

  Business response

  06/17/2024

  Hi,

   

  Please see attached response

  Customer response

  06/26/2024

   I am rejecting this response because:
  My issue has not been solved 
  
  

  Business response

  07/08/2024

  HI,

   

  Please see response

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  It is the law to have car insurance and ***************** has their net out to catch all this money. When it comes time to fulfill their obligations and cover the costs there are no ways to get your vehicle fixed. The numbers you have direct you to people who have a responsibility to pretend to be of assistance. No one returns calls, even when they promise to call back (10x so far), and no one has accountability for messing up paperwork or giving miss information It has now been 40 days since this first phone call to them and and nothing has been taken care of. This should be illegal. I am sadly going to pay my own deductible to get my car fixed through my own insurance and ***************** can laugh all the way to the bank at everyone elses expense.

  Business response

  06/19/2024

  Hello, 

   

  Please see attached, our Companys response to the received complaint. 

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They don't return calls in a timely manner. They don't care at all about service and it's obvious. They took 2 months to complete a basic claim. They don't actually care about trying to resolve the issue at hand. The never answer their line and you always are required to leave a message in the claims department.

  Business response

  06/18/2024

  Hi,

   

  Please see attached response.

   

*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. ↩