Wednesday 27th of July 2016 08:38:39 AM
I purchased a used 2016 Jeep Renegade from Car Max in Miami, Florida. My car was in good condition and passed inspection. On October 19, 2018, my jeep and a second jeep was struck by a sedan travelling on the US 1 in Coral Cables. The driver of the sedan was found 100 percent at fault of the accident. I was struck at the back of the vehicle and side passenger side of my jeep. The driver of the sedan passed away the next day. The deceased and the second vehicle were both insured under Geico. I initiated the claims process on October 16, 2018. I was advised by an adjuster to use one of their preferred shops because the work would be guaranteed. I selected a shop from their list of preferred shops and took my vehicle in for repairs. I was told on November 13, 2018. I drove to the repairshop and when I arrived I noticed that my bumper of my car was not repaired. When I brought this up to one of the mechanics at the shop, he asked me if the bumper damage was a result of the accident. I responded yes it was. He then told me that Infinity did not tell the shop that the bumper needed repairs. The mechanic made a call to infinity and then I was told that I would not get back my vehicle that day. On November 28, 2018 I was contacted by the shop and told that the dealer sent the wrong bumper cover and so this caused a delay in getting my car back. On November 27, 2018, my adjuster, Celia Shapiro from Infinity insurance contacted me and told me that I would be back charged for the rental since my rental was past the thirty days coverage. I was very upset because I was contacted about this issue after my rental coverage had lapsed and because it was their preferred shop who erred in not fixing my vehicle in a timely fashion. There was also a discrepancy in the information that she provided to me about service or repairs to my vehicle. That is the information that she relayed to me conflicted with the information that was relayed to me by the repair shop. For instance, Ms. Shapiro explained that parts for my vehicle was taking long and that they had no control over the length of time it took for parts to arrive. However, the shop had ample time to fix my car and order the parts from the time I dropped off the vehicle October 19, 2018. Auto Sport finished repairs on December 3, 2018. When I retrieved my vehicle, my car smelled really bad. The back seats of my vehicle looked dirty and I discovered the tint on the passenger side window was damaged. I contacted Auto Sport and they offered to reimburse me for the damage tinted Windows. They sent me a cheque for the damaged window. My car still continued to have issues the week I got my car back from Auto Sport. Autosport offered to reinspect my vehicle when I voiced concerned about issues that I had after I got my car back. However, since they took three months to repair my vehicle, came back with damage and my car looked worn when I got it back, I opted to take it back to Car Max to have their mechanics look at my vehicle. I took my vehicle to Car Max and there was issues with the suspension, tire sensor/ pressure, steering which all had to be repaired. Please keep in mind that I purchased the vehicle on October 15, 2018 from Carmax and my vehicle passed inspection and was in great condition before the accident. I contacted Ms. Shapiro’s supervisor about my concerns with the adjuster and the repair shop and in short he told me that there was nothing that he could do. That I should contact the repair shop to reimburse me for the rental. This was quite peculiar to me as he did not initiate an investigation into the preferred shop or look into the issues that I had with Ms. Shapiro. I followed up with Ms. Shapiro about reimbursement of my out of pocket expenses, such as my rental and Uber expenses while I didn’t have a vehicle. I was told by Ms. Shapiro that I needed to contact Windhaven. I was quite puzzled because by this response because I not aware that Windhaven insurance was involved in this matter. On December 27, 2018 I spoke to Bruno Santander from Windhaven Insurance. He informed me that the deceased was insured under two different auto policies before he died. That their policy was that they could only reimburse me for half the damages and that I would have to go after Geico Insurance for the other half of the claim. At this point, I was quite upset and wondering why Ms. Shapiro did not relay this information to me. I contacted Ms. Shapiro about this issue and she said that she did not tell me because she thought it would be too complicated for me to understand if she explained to me. She also told me that she thought it was information that I did not need to know. I explained to her that Windhaven did a good job of explaining the issue to me and that the issue was not that complicated to understand. I was quite offended that she thought I would not understand the issue. I was also taken back by the fact that as my adjuster representing Infinity and representing me that she felt the need not to relay this important to me. Ms. Shapiro was well aware that I was on a student visa and that my stay in the USA was temporary. She was also aware of my financial situation. Many times I expressed my dismay with Ms. Shapiro about how my claim was being offered and how my experience with other insurance companies in Canada were by far a better experience. She at one time responded, ‘Well this is not Canada.’ I switched to Progressive Insurance and my service was a better experience than what I had with Infinity. I also contacted Ms. Shapiro and Infinity customer service many times over the course of three months and asked to speak to a Director or higher up on the chain of command and only was contacted a week ago by a director in Mid February when I moved back to Canada. I have still not been reimbursed by Windhaven or Geico. Geico has told me that they will not reimburse me for my out of pocket damages and Windhaven states that their policy will only allow them to give me back half my damages.