usaa car insurance

usaa car insurance

Usaa Car Insurance

Ryan of Private, UT on April 23, 2017Satisfaction RatingI have to say that my customer service experience had been at least decent, though never really had to call in to customer service until this incident. My wife’s grandparents, her family, and my family have all used USAA. I had a home loan through USAA and then started to do an auto-loan through them as well. I was planning on switching more of my accounts over to them until the following happened. I had applied for an auto-loan. The pre-approval was quick and easy. I had decided to use their car buying service through TrueCar. I eventually found a vehicle and brought in the paper to the dealership. Signed all the paperwork and brought the vehicle home. Easy, right!? This is where it goes downhill.I had called USAA the day after to just confirm the dealership sent in the paperwork and to see if it was on track for funding the dealership. Everything was fine. Then three days later, the dealership calls me and says they denied my loan. I was a bit confused. I hadn’t heard from USAA about this. I called USAA up and then the lady says, “USAA has the right to deny service – we are no longer doing business with you.” My jaw dropped. I was so confused on why?! My credit is outstanding and everything up until now has been great. I proceeded to request to speak with a manager as the current person could not answer any additional questions. She said no manager was around and it would take 24 hours to speak to a manager. I figured some mistake had been made. I told them I needed to speak to someone today as the dealership needed to know what was going on.I ended up calling again to hear the same response (that they must be reading from a screen), “USAA is no longer doing business with you.” I was amazed at how difficult it was to speak with a manager or anyone that could tell me what was going on. I asked one representative if I could just go to the huge USAA office here in town. Once I finally reached a manager, the only way I did this was that I insisted on waiting on the phone until one was available (this took a total of 2 hours). He proceeded to help call different departments to try to understand as well. He seemed just as confused and apparently their systems don’t help them. I was in tears.I ended up driving home that day and stopping in at a local credit union. They were super helpful. Pre-approved, and was able to work directly with the dealership and fund them within 24 hours (whereas USAA had been over a week and still no call from them – had to hear it from the dealership first in which case, I looked like a fool). I **finally** got a call from USAA days later – that they made a mistake and now I am a customer again! They didn’t offer to help rectify the situation, didn’t offer anything for all the inconvenience, didn’t even say they were sorry for all the problems. It was interesting though, I had to call again the next day after all of this went down and the lady on the other end said, “Oh, we have heard of your situation.” Almost as if some memo or otherwise went out to all the call center people on it. Nice that they sent something internally but as a customer I haven’t received anything.It is hurtful most of all that my family has been a valued customer for generations and within a week I became without explanation a customer that USAA is no longer doing business with – and there was no explanation. I guess I am thankful they figured out the problem. I think they lost that personal touch they used to have. At least speaking with some veterans on my current experience with USAA. It sounds like they didn’t always used to be this way – they weren’t so corporate. Hope this helps someone in their decision process.Helpful?YesNo
usaa car insurance 1

Usaa Car Insurance

I have to say that my customer service experience had been at least decent, though never really had to call in to customer service until this incident. My wife’s grandparents, her family, and my family have all used USAA. I had a home loan through USAA and then started to do an auto-loan through them as well. I was planning on switching more of my accounts over to them until the following happened. I had applied for an auto-loan. The pre-approval was quick and easy. I had decided to use their car buying service through TrueCar. I eventually found a vehicle and brought in the paper to the dealership. Signed all the paperwork and brought the vehicle home. Easy, right!? This is where it goes downhill.I had called USAA the day after to just confirm the dealership sent in the paperwork and to see if it was on track for funding the dealership. Everything was fine. Then three days later, the dealership calls me and says they denied my loan. I was a bit confused. I hadn’t heard from USAA about this. I called USAA up and then the lady says, “USAA has the right to deny service – we are no longer doing business with you.” My jaw dropped. I was so confused on why?! My credit is outstanding and everything up until now has been great. I proceeded to request to speak with a manager as the current person could not answer any additional questions. She said no manager was around and it would take 24 hours to speak to a manager. I figured some mistake had been made. I told them I needed to speak to someone today as the dealership needed to know what was going on.I ended up calling again to hear the same response (that they must be reading from a screen), “USAA is no longer doing business with you.” I was amazed at how difficult it was to speak with a manager or anyone that could tell me what was going on. I asked one representative if I could just go to the huge USAA office here in town. Once I finally reached a manager, the only way I did this was that I insisted on waiting on the phone until one was available (this took a total of 2 hours). He proceeded to help call different departments to try to understand as well. He seemed just as confused and apparently their systems don’t help them. I was in tears.I ended up driving home that day and stopping in at a local credit union. They were super helpful. Pre-approved, and was able to work directly with the dealership and fund them within 24 hours (whereas USAA had been over a week and still no call from them – had to hear it from the dealership first in which case, I looked like a fool). I **finally** got a call from USAA days later – that they made a mistake and now I am a customer again! They didn’t offer to help rectify the situation, didn’t offer anything for all the inconvenience, didn’t even say they were sorry for all the problems. It was interesting though, I had to call again the next day after all of this went down and the lady on the other end said, “Oh, we have heard of your situation.” Almost as if some memo or otherwise went out to all the call center people on it. Nice that they sent something internally but as a customer I haven’t received anything.It is hurtful most of all that my family has been a valued customer for generations and within a week I became without explanation a customer that USAA is no longer doing business with – and there was no explanation. I guess I am thankful they figured out the problem. I think they lost that personal touch they used to have. At least speaking with some veterans on my current experience with USAA. It sounds like they didn’t always used to be this way – they weren’t so corporate. Hope this helps someone in their decision process.Helpful?YesNo
usaa car insurance 2

Usaa Car Insurance

I have to say that my customer service experience had been at least decent, though never really had to call in to customer service until this incident. My wife’s grandparents, her family, and my family have all used USAA. I had a home loan through USAA and then started to do an auto-loan through them as well. I was planning on switching more of my accounts over to them until the following happened. I had applied for an auto-loan. The pre-approval was quick and easy. I had decided to use their car buying service through TrueCar. I eventually found a vehicle and brought in the paper to the dealership. Signed all the paperwork and brought the vehicle home. Easy, right!? This is where it goes downhill.I had called USAA the day after to just confirm the dealership sent in the paperwork and to see if it was on track for funding the dealership. Everything was fine. Then three days later, the dealership calls me and says they denied my loan. I was a bit confused. I hadn’t heard from USAA about this. I called USAA up and then the lady says, “USAA has the right to deny service – we are no longer doing business with you.” My jaw dropped. I was so confused on why?! My credit is outstanding and everything up until now has been great. I proceeded to request to speak with a manager as the current person could not answer any additional questions. She said no manager was around and it would take 24 hours to speak to a manager. I figured some mistake had been made. I told them I needed to speak to someone today as the dealership needed to know what was going on.I ended up calling again to hear the same response (that they must be reading from a screen), “USAA is no longer doing business with you.” I was amazed at how difficult it was to speak with a manager or anyone that could tell me what was going on. I asked one representative if I could just go to the huge USAA office here in town. Once I finally reached a manager, the only way I did this was that I insisted on waiting on the phone until one was available (this took a total of 2 hours). He proceeded to help call different departments to try to understand as well. He seemed just as confused and apparently their systems don’t help them. I was in tears.I ended up driving home that day and stopping in at a local credit union. They were super helpful. Pre-approved, and was able to work directly with the dealership and fund them within 24 hours (whereas USAA had been over a week and still no call from them – had to hear it from the dealership first in which case, I looked like a fool). I **finally** got a call from USAA days later – that they made a mistake and now I am a customer again! They didn’t offer to help rectify the situation, didn’t offer anything for all the inconvenience, didn’t even say they were sorry for all the problems. It was interesting though, I had to call again the next day after all of this went down and the lady on the other end said, “Oh, we have heard of your situation.” Almost as if some memo or otherwise went out to all the call center people on it. Nice that they sent something internally but as a customer I haven’t received anything.It is hurtful most of all that my family has been a valued customer for generations and within a week I became without explanation a customer that USAA is no longer doing business with – and there was no explanation. I guess I am thankful they figured out the problem. I think they lost that personal touch they used to have. At least speaking with some veterans on my current experience with USAA. It sounds like they didn’t always used to be this way – they weren’t so corporate. Hope this helps someone in their decision process.

Usaa Car Insurance

Usaa Car Insurance
Usaa Car Insurance
Usaa Car Insurance
Usaa Car Insurance

Published on May 18, 2017 | Under Car | By michael ellis
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