Pros
Cons
Ralph Garris is such an asset to this company, and my experience with him this evening was beyond anything I was expecting. As a military spouse currently without my significant other, I was stressed out, and needed professional guidance. Ralph exceeded my expectations and was able to help me with coverage, and ensure that my questions and concerns were answered every step of the way. Thank you so much, Ralph!
As a customer getting insurance they were fine, then I got into an accident that wasn't my fault and now as of 1/4/2024 I need a copy of the declaration page so I can settle with the company and I cannot get a human to answer. They're literally stopping me from settling because I cannot get a copy of that one paper. The insurance rate was great and I would use them again if I could talk to a person not a recording.
I'm a current customer. The company fixed my car without any problems. However, the poor customer service forced me to look elsewhere. I complained to Sr managers. But, got nowhere. Here's the good, bad, and the ugly from my experience.
Good - vehicle repaired, payment made to autobody, car returned without any issues.
Good - Inexpensive, but had to pay the deductible on a no-fault accident.
Very, Very, Bad - Poor customer service. Don't expect any follow up. No matter how much you ask. Even if you call the senior managers. Ugh, I hate this place.
Bad - Policy Exclusions: If your car is stolen, damaged, and returned, the damage to the vehicle will not be covered if there is no sign of forced entry. This includes the use of electronic key hacking and entry.
Bad - Be prepared to pay your deductible on all accidents. No matter who is at fault.
Bad - You cannot choose your own body shop.
If you are skeptical, which I often am about online reviews. Go read the policy. That alone is a problem. Add poor customer service and watch your blood pressure rise to new heights.
Disclosure: Real names not used in this review.
I was in a car accident, 100% not at fault! I went over and beyond to get the information they required and other documents to speed up the process! My car is totaled, I have been renting a car going on 8 weeks! I have called the company a total of 15x in the last 3 days and no one has responded! I was on hold for 4 hours! Their customer service is awful, they are unprofessional and no one has a clue what they are doing!
My car insurance was up for renewal in December. My husband passed away in late November. With everything happening, I simply renewed it because I had no time to shop around, even though it had gone up over a thousand dollars for no apparent reason. I found a better rate through GEICO for half the price. So, in January, I called to cancel it. They told me I had to call the agent. I called them and canceled without any problems. Three weeks later, I received a bill for $268.00. They are charging me a 10% cancellation fee. No one mentioned this to me when I canceled it. I called and told them about my husband's death and the situation I was in; they said it was too bad, and if I don't pay by March 22, they will send it to collections. That means one month of insurance will cost me over $500.00. I have never heard of such a thing. I have been with them for almost five years. I guess that's what I get for staying all these years with them. As they told me, if you would not have renewed with us, we would not have charged you this fee. Run away from this company. They have nothing but rude customer service reps and threaten you with creditors. My husband didn't have life insurance, so it has been difficult. I don't need this.
Horrible customer service. The appraiser went to the wrong address twice, and then on the third visit, he appraised the damages at $4,500 and never inspected under the hood. Once it was taken to a car shop, it took the auto body shop 5 weeks to then state it is a total loss. Since then, Mr. Kuzak and Ms. Francini in the North Carolina office have refused to accept responsibility for the appraiser's incompetence.