I have been a customer of USAA's for over 22 years and have always been thrilled with their service. I have used their insurance, banking and investment accounts and they have always taken care of me. However, this is not a story that speaks of praise for USAA and the treatment of their customers. On December 6th I was driving to work when a cement truck failed to stop before making a left turn and hit my truck. Like always USAA was quick to pick up the slack for the other insurance company while waiting on the police report to confirm the other drivers vault. They got me in a rental car while we waited for the determination on the fate of my truck and my lawyer cleared the red tape for my medical needs.
After just over a week I was notified that my truck was determined to be unrepairable and that settlement paperwork was waiting my review. Before I talk about the settlement it is best that I talk about the truck. I had a 2011 Ram 2500 mega cab with the Cummins motor. It took me about six months of searching to find this truck and I drove 11 hours round trip one weekend and 9 hours the next weekend to buy it. When I started looking again I did a nation wide search and there were less than 150 Dodge or Ram 2500 mega cabs ranging from 2006 to 2012, but I was only looking for a truck that was a 2011 or 2012 which was less than a quarter of that number. The highest price was $80,000 with the low of around $26,000 and the average between $40,000 and $45,000.
When I opened the settlement paperwork I was shocked to find that USAA was only offering just over $24,000. The 2 trucks that they used as a comparison was a 2011 and a 2012 2500 crew cab. When I explained to them that this isn't the same and their settlement offer would not make me whole again they seemed to get upset and said the offer would not change. When I got my lawyer involved they finally suggested that I send my own list of comparables. I sent them six, all mega cabs between 2011 and 2012. I got a note on my USAA app that said they would not use the 2012s because my truck was a 2011. When I explained that this couldn't be right because they used a 2012 in their comparables, they agreed and said they would send them all in for analysis.
At this point, I no longer have a rental vehicle because once USAA notifies you that your vehicle is a total loss, you only have 7 days and must turn the rental in or pay out of pocket. I can't afford to do that, especially with the time that I have missed from work. I have borrowed a vehicle but I went to go to an appointment this morning and the batteries are dead and need replaced. Desperate, I called my lawyer because I have heard nothing from USAA. She told me that USAA had looked at my comparables and refuses to offer any more. I can not get a hold of anyone to explain to me why this is the case. I have been told that there is a manager reviewing my case... a Mr. Troy Hudson, but I can't get him to answer his phone or call me back. Mr. Wayne Peacock, if by some chance you see this maybe you can explain to me why this is how your company treats loyal customers.
Many people will sing praises for many things as long as they only see the superficiality, but sometimes when one is forced to look deeper, they discover a lot of ugliness. USAA has great ads, lots of customer service reps who tell you how dearly they appreciate your membership, and make endless claims about supporting service members and veterans. It's when there's a problem, when something goes wrong, that the true face of USAA is revealed, and we realize it's just another shady internet company that views it's members as necessary chumps, a needed means to make a handsome profit for a few elites: they certainly don't keep their privilege and wealth by offering you (and other nobodies!) fair compensation for your truck.