jared A.

Avoiding Customer Service at all costs. My son was in my truck when hit by someone insured through State Farm. After several days of no contact, my insurance company asked me to contact State Farm directly because they would not return Progressives calls. When I finally reached someone after several attempts and hours on hold, I was informed that State Farm was waiting for a statement from my son and the police report before determining liability. Both statements were lies. There was no police report because this occurred on private property and State Farm made no attempt to contact my son or myself. After taking my sons statement (and another 40+ minutes on hold because they would not give a direct #) They assured my that it was their goal to determine the case as quickly as possible and they would contact me when that was ready.

Several more days later, I fought through the hold line again to find that while they had all required information, they had not made a determination yet for unspecified reasons. The representative put me on hold again and finally accepted the liability because their insured driver had stated they had turned into my son who was already traveling in the lane! I used the repair shop they suggested for the estimate, and said I could make it another day or two without a vehicle because they assured me the process would be resolved quickly now that liability had been accepted.

After receiving the estimate and hearing that the shop would be unable to make the repairs for over a month, I contacted State Farm again, who said they could pay the shop directly and set up a rental, for a month, if that was what I wanted to do. I said I needed to talk to the shop and see if there was a way to expedite the repair and gave State Farm the information to send a check to me. After talking to the shop, I decided to just have the estimate payed out and try and find a faster repair or a replacement vehicle. I called State Farm again and was told this was no problem and would be handled within 3 business days, as State Farm needed to verify no parts had been ordered by the shop before processing the payment. I canceled the rental as they now said they could not provide a rental if there was not a repair being made (though I have been without a car for almost 2 weeks).

After 3 business days with no payment, no phone call, and nothing happening, I called back again and was told that I had never set up the payment, that the check was sent to the repair shop anyway, and that if I wanted to change anything I would have to wait 3 business days to allow State Farm to contact the shop and make sure no parts were ordered. I asked to speak to someone higher up, and was told they would initiate a request and that would take 48 hours.

I am on day 17 without a car. State Farm, who has accepted liability, has NEVER contacted me. I am constantly misled, lied to and made to wait longer...as though I might just forget about the broken truck in my driveway as I walk by it on my way to walk wherever I need to go. IF you want to encourage slow, disrespectful, service that lacks basic integrity, you might consider using State Farm. If you ever need to be made whole by them and are not their customer, you should consider a lawyer from the start and save time. Worst insurance experience ever!

Living a nightmare. I was assigned to Enterprise by my insurance following an accident. When I showed up, there was nothing waiting but other customers. It was nearly closing time and I still had to wait about a half hour after the time they told me to come in. Eventually I was able to get into a car, I assumed the hassle was over. How wrong I was. I received a call on my 3rd day in the rental. I was told that Enterprise had sold the car I was in and asked if I could bring it in to switch vehicles the next day. I am a teacher who works in Idaho Falls so I scheduled an appointment with the rep for 3:30 pm so I could just swing in after school and head the 50 miles back to my home. On the day of the scheduled switch, I got a message while I was teaching. "Could I possibly come by at about 5:30? There might not be a car to switch into if I showed up before then. Remember, they issued me the car that was to be sold (and was told to check back in a week if the insurance was not sorted yet). THEY sold the car. THEY called me to switch. THEY made the appointment to swap cars. So I sat around my school for an extra hour and and half, filled the tank to the level it was when I picked up the car (which was NOT full) and headed in to finally get this sorted out. I arrived, and after a few minutes they went out to check in the car and set me up with the new rental. When the rep returned, he informed me that they had made an "error" and overbooked. Would it be possible that I try top make the switch another day? Or I could wait until closing and "Maybe" they could scrape up something for me. So off I went, in the same car, still allegedly sold and for my trouble all I got was a sheepish "just bring back the car whenever its convenient for you". It is understandable that there was a bit of hassle to get me the car on the day of my accident. I understand that. It is unbelievable that a company would have the audacity to sell a car that is still in service AND ask a customer to go out of his/her way to come in and change because of that mismanagement or miscommunication AND then not even have a car available at the time of (really the day of) the appointment that they made with me. I am sure the selling of the vehicle is a cooperate operation so there is a management/issue there. But the local unit bears complete responsibility for not reserving me a replacement vehicle and rescheduling for nothing. It is an absolute pleasure for me to share my story in every forum I can find so maybe I can spare someone else the nightmare. NOTHING proactive happened from a customer service standpoint. Anyone can react (poorly). But I guess I can't fault Enterprise for allowing such poor service at a local level... just following the example of the mothership.