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Friday, February 13, 2015

To whom it may concern,

My name is Y*******

I am writing this letter as a result of a very terrible and unacceptable experience with your claims department, specifically with several of individuals employed by Safeway at the Monrovia office located at 222 Huntington Drive Monrovia, CA Phone: (626) 471-****. I am going great lengths to inform the highest members at Safeway about this very unfortunate interaction I have had with the individuals that represent your company. The following information is in regards to claim # 104712.

On 2/2/2015 I was involved in a traffic accident on the highway. I was rear ended and hit by a vehicle whom the driver was insured by Safeway. CHP was called to scene and took a report of the accident (Report NCIC # 9535). Shortly after I contacted my insurance as well as Safeway officials to report the accident.

Between 2/2, and 2/4 I did not hear any information from Safeway. On 2/4 I called and spoke to a operator who informed me that the claim was assigned to a Cecilia Guillen who would need to set up the appraisal of the car and should call me that day 2/4. At the conclusion of the call the operator agreed to set up the appraisal herself, and stated she would request for my car to be appraised by a field appraiser in 2 to 4 days. At that time I was told I would be contacted by field appraiser.

On 2/5/2015 Alan Rodriguez contacted by and confirmed he was coming to see the vehicle. 2/5/2015 I receive an emailed copy of the appraisal done by Alan (arodriguez@***.com). In the body of the email the following was written โ€œCALL 626-471-**** TO CONFIRM COVERAGE AND BEFORE ANY REPAIRS ARE STARTED THRU SAFEWAY INS.โ€ ( I have saved this correspondence)

As directed I called that number immediately after receiving email on 2/5/2015. My call was to obtain a go ahead to take my car to a shop for repairs and confirm coverage as soon as possible. The call was not answered I left a message for the adjuster assigned to claim Cecilia Guillien (626)471-****. Again on 2/6/2015 I called her office twice and did not hear any response. Finally I decided to ask for a supervisor since I had not made any contact with her, I did not want to wait two more days (weekend) to hear from her. I left voicemail at the desk of supervisor Jesus Diaz, no response from Mr. Diaz that day or thereafter.

On Monday 2/9/2015 at 3:15 pm I received a call from Cecilia Gullien and she mentions nothing about not returning my calls or contacting me over the past week. She stated that she was calling to confirm coverage with me and provide me with the next steps. She confirmed and instructed me I could take my vehicle to a shop of my choice today 2/9/2015, she stated that the car may require more work once the shop tears down my vehicle. She instructed me to call her first to clear additional cost , in the event that had happened. I agreed. She stated that I could also be reimbursed for an equal vehicle from enterprise. I clarified by asking price. She stated Safeway will reimburse me $28 a day plus tax for a reasonable time while car is fixed. She defined reasonable as 2 and a half weeks according to the estimate done by Alan Rodriguez. She asked for copy of registration to send the payment to owner of vehicle ( my mom), and said she would send the check for payment to me shortly. I faxed the registration to her same day.

Then next day, 2/10/2015 at 6:45am I dropped my vehicle off a Snyder auto body and proceeded to rent a vehicle from the local enterprise for the confirmed daily rate reimbursable. Later that day approximately 1:00pm I received a call while I am at work from Cecilia. Upon answering her call she states โ€œ Yvette I made a mistake and overlooked somethingโ€™s, our insured has liability only and can only payout 5,000 on this claim totalโ€ she told me I should go through my insurance if the car was going to be more and that I was not going to get reimbursed for a rental anymore.

I contacted Snyder that day at 3:30 pm when I left work. They had already began dismantling and tearing down vehicle (vehicle was no longer drivable). My vehicle was torn down and the shop quote was for $6,000.

In order to not accrue more charges for a rental I went back to enterprise and returned my rental car on 2/11 I was charged $31 for the day of which I paid out of pocket.

On 2/11 I called my insurance and told them the situation they stated that they could not cover me at that particular shop where my care and wanted me to take vehicle elsewhere. I was advised that I would have to pay for the shop storage fees for that past three days, plus my deductible and if I left it there I would be also charged 25 percent of the 6,000, I was not able to come up with this # immediately.

On 2/112015, I begin to make attempts to call Cecilia to see if she could honor the agreement we made so I could not come out of pocket for the 1,000 difference for cost f fixing the vehicle seeing as how she gave me confirmation to begin repairs. She didnโ€™t answer calls at any time on 2/11. On 2/12 I called the main office at Monrovia and spoke to operator, I asked to speak to Jesus Diaz her manager, and Jesus also did not answer. I explained the situation to the person on the line they stated โ€œwell donโ€™t know the situation or whatโ€™s going onโ€ placed me on hold. Moments later Cecilia Guillen came to the phone. She answered abruptly and I explained to her the cost I have now accrued at the shop as a result of following her instructions and that she had confirmed I could do so, I was also out of a rental car and needed a car to get to work. She became very argumentative, and continued to repeat โ€œbottom line your only getting 5,000, thatโ€™s just the way it isโ€ I explained that she had made a very costly mistake and that I was going to be held financially responsible for it, how could she helpโ€ she said โ€œthat not my problem its yoursโ€, โ€œbottom line your only getting 5,000โ€ over and over she would not let me speak and or ask her questions as to what else I can do. She also said โ€œ o well people make mistakes I made a mistake the bottom line is we arenโ€™t going to pay for your car over 5,000โ€ I asked politely to speak to supervisor and she said heโ€™s busy, I said please Cecilia can you transfer my call to him please, she kept talking over me loudly and said โ€œ ok so thatโ€™s that, and goodbye โ€œ over and over when I asked to talk to him then she hung up on me.

I called the main line back in tears of frustration and asked for Jesus Diaz and briefly explained that Cecilia was not willing to communicate with me to resolve my concerns. The individual who answered said โ€œheโ€™s busy right now, he helping other peopleโ€. I asked for his voicemail. I left a message.

Later at 12:40pm Jesus called me, I gave him a detail account of what happened with Cecelia, the terrible customer service and unprofessionalism as well as the initial issue of her confirming coverage and then later saying she made a mistake.

Jesus response was โ€œthe bottom line here is that we donโ€™t have enough money to pay you, we can only pay 5,000 on this claimโ€ I explained that this was an issue of negligence and principal, and that a representative of his company made an error that now had cost me a great deal of money as well as immense stress. Jesus Diaz never addressed the way I was treated by Cecelia at all.

He said the same line once again. I asked for his supervisor, he provided me with the name Mike Clearman, and gave me a number. I called the claim manager, Mike Clearman (626)471-**** at 1:00pm 2/12 he did not answer. I left a voicemail, Mike Clearman never returned the call.

My mom the owner of car called Mike Clearman that afternoon 2/12/15. The following conversation was had, my mom asked if he was Jesus Diaz supervisor, to which he responded with laughter โ€œwell I am many things to himโ€

My mom then stated, I want to inform you of an issue of poor customer service from your employees, he said โ€œ whatโ€™s your claim numberโ€ my mom stated I donโ€™t have it with me but I am calling to make a complaint about the way we have been treated by the staff handling our claim. He said: โ€œget your claim number and Iโ€™ll talk to youโ€ and hung up on my mom.

We are both completely in disbelief that this type of behavior and service is provided to people by this company. I have filed a complaint with the BBB Complaint ID#: 402778

Business Name: Safeway Insurance Co. regarding this matter. I am extremely concerned about the service this company is provided and how it is acceptable to treat customers with disrespect, unprofessional language and communication. Furthermore, the error made by the employee has cost me $1,000 to an accident I was found not at fault. I have been kind, more than patient and cooperative with this company since the accident and have been misinformed, disrespected, laughed at , ignored, and mislead, causing me a great deal of loss and stress.

At this time I have not received any contact from Cecelia I am trying to contact her to sign a form so she can issue payment for the car. I will be forced to pay the remaining balance on my vehicle and that is what am requesting that Safeway honor the agreement made by an official from Safeway and reimburse me my out of pocket cost.

Y.R

Reason of review: Poor customer service.

Monetary Loss: $1000.

Preferred solution: Full refund.

Safeway Insurance Cons: Customer service.

Location: Los Angeles, California

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I'm currently going through terrible customer service by Mike Clearman. He is incredibly rude, condescending, interrupts you while you are talking and hangs up on you.

I will do what you did and file a BBB complaint. I am also in disbelief as to how I'm being treated and I'm their actual customer! My parked car was crashed into. They said they want to use used parts on my car to repair it.

My claims rep is Aida Tongson.

She, as Cecilia are one in the same with rudeness. Michael, however, is 100 times worse.

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