ComplaintsforUSAA
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Complaint Details
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Initial Complaint
08/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I WANT TO USE MY HOME OWNER'S INSURNACE * WHICH I USED IN 2008 TO FILE A CLAIM FOR A FENCE THAT WAS DAMAGED BY HURRICANE IKE * THIS TIME, A DIFFERENT FENCE HAS BEEN DESTROYED BY A DIFFERENT HURRICANE * HURRICANE ***** * YOUR EMPLOYEE ************************* ((WHO HAS A TERRIBLE ATTITUDE PROBLEM) CLAIMS THAT I ONLY HAVE RENTER'S INSURANCE. THIS IS SIMPLY A LIE. I OWN MY HOME, NOT RENT. HAVE OWNED MY HOME SINCE 2004. 20 YEARS!!! I ALSO HAVE VEHICLE INSURANCE AND A USAA **** CARD. I HAVE HAD TO CONATCT *************** EACH TIME FOR UPDATES ON MY ACCOUNT. THE ***** TME, SHE E*MAILED ME AND SAID I ONLY HAVE RENTER'S INSURANCE. OBVIOUSLY * THIS IS A BIG MISTAKE ON USAA'S BEHALF. I WANT ACTION RIGHT AWAY!Initial Complaint
08/06/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
In June 2024, I made a reservation, Order # ********, through USAA/Perks for a hotel stay at ************** in *******, ********* from July 4, 2024, to July 7, 2024. According to the USAA/Perks online listing, the total cost for the hotel stay was supposed to be $481.56. However, I was unexpectedly charged an additional parking fee of $13.47 ($3.49 per night) for the three day stay at the hotel.Notably, under Details for the reservation Important Information the only caveat stated about the reservation was that concerning the Cancellation Policy in that it was Non-Refundable. There was no reference to a separate charge for parking or any other separate charges for that matter.The germane issue is that 1) if applicable, I should have been informed beforehand about the additional parking charges and 2) the parking charges should have been identified in the June 24, 2024, Email statement I received from USAA Perks after making my reservation indicating a "Grand Total" for the reservation was $481.56 and No amendments permitted. However, none of these seemingly obvious transparent actions took place.As planned, I arrived at the ************** late at night with my family. At the time of check-in, I was surprisingly informed there would be a separate charge for parking. It was not practical to search for another hotel, especially since the reservation I had already made stipulated a no Cancellation Policy with a Non-Refundable clause. Further, the hotel payment had already been made on my credit card. When I initially called USAA/Perks about the unexpected additional parking charges a USAA/Perks representative verbally informed me, I only needed to provide a copy of the Embassy Suites receipt for the parking charges, and I would be reimbursed.I adamantly disagree with the determination that was later made by USAA/Perks concerning not reimbursing the extra parking charges of $13.49 I had to pay after making my ******************** reservation.Business response
08/12/2024
Thank you for forwarding this inquiry to our office. We appreciate the opportunity to address the matter. Due to privacy concerns, we are unable to post our response for public view; however, we have provided the attached response from USAA.Initial Complaint
08/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
USAA has a $760 credit that I overpaid. They refuse to give me my money back. In the past when I had overpaid they sent me a check in the mail the same day. The **************** was horrible because I was talked over and treated with disrespect.Business response
08/12/2024
Thank you for forwarding this inquiry to our office. We appreciate the opportunity to address the matter. Due to privacy concerns, we are unable to post our response for public view; however, we have provided the attached response from USAA.Initial Complaint
07/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We called USAA for a tow pick up to take vehicle to Midas. When unloading vehicle to shop, tow truck driver decided to just let the car roll off the flat bed, which resulted in the front bumper being pulled off along with major crash to front of car. USAA claim adjuster totaled the car. Meanwhile we were given a rental after 6 days we were told we have to take rental back in 6 days. We have been calling the adjuster and her supervisor for several days to request an extension on the rental and no one will call us back. Today the rental must go back, we have not received the payment for the car therefore we cannot start looking for a replacement yet. USAA decided to total the car and now take back the rental before we get a chance to look for another vehicle. We were trying to request an extension on the rental but as stated no one will return our call or messages. After several calls we were told the Director would call us...its been 2 days and no call from director. This is the way you loose loyal customers for 24 yrs, just ignore them, all recordings state they will call within 1 business day....well its been 7 days since contacting Adjuster, 2 days since contacting Supervisor and 2 days since contacting Director. If we miss a payment we get called immediately, where is the service please.Business response
08/08/2024
Tell us why here" enter the following templated language: "Thank you for forwarding this inquiry to our office. We appreciate the opportunity to address the matter. Due to privacy concerns, we are unable to post our response for public view; however, we have provided the attached response from USAA.Initial Complaint
07/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bait and switch of services provided for military members using the USAA Active and Fit DIRECT program. Military members used/need gym memberships at a standard price when traveling around the world defending the country used to be $28 for membership including all gyms in the area at time of duties. But is requiring $28 per each new gym that we want to train at now, is taking away from the fitness of military. Used to be $28 a month for multiple gym memberships, now is $28 for each gym you visit. Not worth the price, baited into paying for a gym I dont frequent and travel to often. Not offered the option in choosing my primary gym and locked me out of my Anytime fitness gym, making me pay $51 for both gyms when I only wanted the Anytime but they choose a different gym I dont frequent to as my primary gym. Now I have to pay to move my primary gym to Anytime which is the now multiple gym payment. Used to only be $28 for these services but are switching up the services that I will be receiving. Email was unclear about the change happening on June 30th. I guess they dont want people in the military to be fit, not surprising for this country.Business response
08/07/2024
Thank you for forwarding this inquiry to our office. We appreciate the opportunity to address the matter. Due to privacy concerns, we are unable to post our response for public view; however, we have provided the attached response from USAA.Initial Complaint
07/30/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My vehicle was hit by a policy holder of USAA on June ****** in **************, ** while it was parked. The operator parked their vehicle over the lines stoking my front bumper causing damage. I notified local law enforcement. The operator was located and we exchanged information. I immediately filed a claim to USAA. I was assigned a claim adjuster who I provided all requested documentation and photos Ive called the number and extension to that adjuster on 4 separate occasions leaving my name , claim# and phone number. No return calls or update on the status of my claim. I called back 7/9/24 asked to speak with the adjuster manager, sent to voicemail. Once again, I left details to return my call. 7/23/24 I called to speak with the manager above and left a message to call me with an update. No returned calls or status update. 8/1/24 will be two months with no call or update on my claim.Business response
08/12/2024
Thank you for forwarding this inquiry to our office. We appreciate the opportunity to address the matter. Due to privacy concerns, we are unable to post our response for public view; however, we have provided the attached response from USAA.Initial Complaint
07/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I suffered auto damages from a USAA insured driver on 6-28-24, while traveling down GA 400 NB. The USAA driver engaged in road rage by repeatedly jumping in front of me and abruptly hitting his brakes, then in a rage he violently throws two objects out his window at me, one of the objects hit my vehicle causing damages to the paint on my vehicle. After the driver damaged my vehicle, he failed to stop, instead the driver took off. I got his tag number and notified the police. He was eventually arrested, and his information provided to me. I filed a claim with his insurance company. My claim was assigned to *********************. **************** has failed to schedule an inspection of my vehicle. He has refused to move the claim forward, failed to corporate by answering any of my questions related to the claim. I asked to speak with his supervisor, and he refused. I asked for his supervisor's full name and contact information, he refused. ********************* is denying me access to a fair unbiased claim investigation that would allow my vehicle to be repaired in a timely manner. I believe **** is not treating me fairly in relations to my valid claim.Business response
08/12/2024
Thank you for forwarding this inquiry to our office. We appreciate the opportunity to address the matter. Due to privacy concerns, we are unable to post our response for public view; however, we have provided the attached response from USAA.Initial Complaint
07/30/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I called with a hit and run on 5/31/2024. I had a police report filed. After I filed my claim I heard from the police that they found the driver and the vehicle was a work vehicle and was insurances. They provided me with insurance company and policy number. I updated my insurance and told them that I wanted this done all through the others insurance as it was their fault. They understood and said they would contact them. We had an appraisal done on my car and with repairs 6 weeks in the future my claims adjuster told me that would be plenty of time to get it squared away. I told him I would need a rental car as I have 5 kids and this vehicle is an 8 seater. We needed something to fit the whole family. We set up a rental car for the week of repairs (July 9th). I never heard back from my adjuster (figured he was taking care of things on his end) but when the collision shop called me to verify everything the suggested I call rental car company because they were under the impression that I would be paying out of pocket. I called enterprise and they said my insurance hadnt approved the rental. So I again called my insurance and asked what was going on. He then proceeded to tell me he hasnt contacted other insurance and would take care of rental car situation. After all this is going on I found out they my insurance is filing the claim which is hiking up my bill. I told them it was the other car insurances responsibility. So now my insurance is being affected by the lack of communication. The final straw was when I went to p Im up my car and return rental they were quoting that I owe $500. First of all not my issue should be other insurance. But even if it was mine it should only be $300 for a hit and run claim. I could not pay that. Collision place told me to come back the next day after talking to my insurance. Sure enough their mistake again and I picked up car with the unnecessary $300 and returned rental. Now they are making me pay for rental.Business response
08/12/2024
Thank you for forwarding this inquiry to our office. We appreciate the opportunity to address the matter. Due to privacy concerns, we are unable to post our response for public view; however, we have provided the attached response from USAA.Initial Complaint
07/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I want my roadside coverage restored to my usaa policy which was removed July 15. I had four vehicles at the time and so claims that included towing and jumps add up but that is what roadside is for, is it not? I think it was wrong to not have a conversation which would allow me to explain the situation. I can serve my country, but I cannot keep my roadside coverage? I think that is wrong and should simply be reversed. I got a call and made a call as follow up, but no one called me back.Business response
07/31/2024
Thank you for forwarding this inquiry to our office. We appreciate the opportunity to address the matter. Due to privacy concerns, we are unable to post our response for public view; however, we have provided the attached response from USAA.Initial Complaint
07/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We hav USAA for auto insurance..my husband's truck needed towed on Monday July 22 2024.. it never got towed by insurance and *** my car has been sitting on the side of the road 40 minutes from my home and has been there since last night July 26th at 4.45 pm...as of now July 27th at 3.50 pm the USAA insurance has not secured a tow truck..we have already had to pay out of pocket on Monday because of their ability to secure towing.. something needs to be doneBusiness response
08/08/2024
Thank you for forwarding this inquiry to our office. We appreciate the opportunity to address the matter. Due to privacy concerns, we are unable to post our response for public view; however, we have provided the attached response from USAA.
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Customer Complaints Summary
4,110 total complaints in the last 3 years.
1,408 complaints closed in the last 12 months.