Monday 15th of August 2016 09:17:39 AM
August 7th, 2018. AllState * My mother has been a faithful customer to your company for the past 39 years. She has not missed a payment, been late on a payment, nor ever filed a claim. Considering these facts alone, she as well as I expected to be met with excellent customer service, we expected to have an experience completely different from the one we had on August 1st, 2018, when your company sent a inspector to come to our home in response to the call I made on July 30th, 2018, when inquiring for your company's assistance with this nightmare that has fallen upon us.I received a frantic call from my mother who had been watering her plants in the backyard for 30 minutes or so, when she entered the house again and within a few steps found the kitchen floor wet and looked up towards the bathroom where the water was coming from. Sewage water reaching what looked like to be the edge of every room! She ran back out of the house and called me, upon which I had to leave work. I arrived to a disaster. I too was only able to walk in but a few steps from the doorway to find sewage water everywhere and immediately turned off the water and started to research plumbing companies on Craigslist, as it was obvious the toilet was overflowing and toilets are a plumbers job! I thought I handled the situation the best I knew how to. I made sure the company I found was licensed, insured, had good reviews and was family owned. They arrived to the house and after investigating everything stated that this was an issue that their joint restoration company would handle. They too arrived and immediately started extracting the water, taking pictures and demoing. They also moved our furniture and such into a pod in our driveway so as to minimize the damage to our personal belongings as the water was wicking everywhere. It seemed to me that they were doing a great job handling everything beautifully and efficiently!Upon welcoming the inspector with a smile and a handshake into our home, I was reciprocated with an unprofessional, rude, and cranky man who portrayed an attitude of arrogance and negativity. He showed nothing of your acclaimed motto, that we were ‘in good hands,’ as immediately he began to interrogate me and criticize every aspect of our situation. I was given no reassurance, no compassion, and no empathy for what has happened to the home that has housed our family for the past 39 years. I made it clear to him that this was our first time ever dealing with an issue like this, and for that reason we really didn't know anything about it. Yet he continued to speak to me as if I should have known what he was talking about, accusing me of handling the matter wrong and not asking enough questions. I respectfully told him we handled this issue the best we knew how considering the circumstances- like how for example my father was murdered 20 years ago on August 2nd, 1995 right in front of my mother, hence there has not been a man of the house- who, in this household, was the person who handled matters such as these and knew the logistics in matters such as these. Not only that, but my brother was then murdered 13 years ago on August 5th, 2005. Two tragedies that my mother and the rest of the family have to deal with for the rest of time, not only through the loss of their lives, but also through the loss of being equipped with the knowledge of what to do in situations such as these. We have gotten through life without them as we have had to, but it has been anything but easy and usually we end up spending money we don't have for such services. Our experiences can be summed up by mostly having been taken advantage of financially and left with poor quality work. My mother has in the past few years survived breast cancer, as well as a stroke. I being the only one left she can rely on, have exhausted myself in trying to make sure that I'm there for whatever she needs as the pain that this family has been through and continues to carry forever is excruciating enough. I'm scared for my mother's health, and stress only adds to her possibility of another stroke and more health issues. She lives alone, and gets depressed easily- left with her thoughts as her only companion. It's pathetic how her insurance company, to whom she has been faithful to for decades, specifically, YOUR company that is in place to insure her, YOUR company which, by YOUR classification as her ‘homeowners insurance,’ should represent one of assistance and support to her, as a company supposedly on her side, has made it clear by YOUR employees’ actions that you are not on her side, that you are rather here to interrogate our problem solving ethics, with obvious self serving intentions in not approving our claim in the manner which the inspector did, as quickly as he did, without having even seen any report from the plumbing/general contracting company yet. I explained I was who was handling the matter for my mother who doesn't speak nor understand English well, and who appoints me to help her with all her needs. We are talking about a woman who has never and still does not drive, who only knows how to use a landline to communicate with people, who uses an iPad just to play games her games on, and who relies on myself for everything else be it appointment setting, medication taking and refilling, reminders to shower when I am present in the house, transportation, grocery shopping, laundry and the upkeep of her home. I made it clear to the inspector, I was the one with whom he needed to speak, as I was also the one who made the claim- a claim your company gave me a claim number for per my call, during which, not once was I asked to hand the phone to my mother for permission to speak to me, nor was I asked at that point in time for any signed waiver from my mother to allow your company to speak to me. Instead my call was accepted and I was given the claim number on which your inspector was dispatched to our home. Considering all this, and considering my obvious concern and continuously stated concern for my mother's health, I'm not sure why your inspector proceeded to demand to speak to my mother herself, who I had to do the translating for anyway! I repeated again, that I was keeping my mother from going to the other side of the house where the work was being done, because if she sees the house in the manner that it is, she will become unglued. She did not know the details of what was going on on over there, yet your inspector then not only started interrogating her but told her all the details of the condition of the house in its current state, asking her why certain things were removed, and rudely stating that she is going to have to pay thousands of dollars to fix the problem. He completely neglected to take my pleads into consideration, and my mother's health into consideration. That is and of itself complete disrespect on his part. It is rare that my mother cries in front of anyone let alone strangers, yet when he got done with her she was in tears! This employee of yours left us in shock, left us feeling confused, abandoned, disrespected and taken advantage of after how loyal we have been to AllState for near 4 decades of payment and we are ready to fight this in the name of justice until justice is served, because not only has your company been unprofessional and unethical in helping our misfortune, but your lack of respect, consideration and customer service skills by not only your inspector but your supervisor is uncalled for! It's just not right.I contacted AllState again on August 6th, requesting to speak to a supervisor regarding the horrible treatment we had experienced with the inspector. I had to leave 2 messages that day as he was on the field. It wasn't until the next day when I called again in attempts to reach him, that I finally got through to the supervisor. He as well employed the same cold cut manner in which the inspector had. It became obvious that their foul attitude and rude personalities were due to the fact that they did not want to cover the expenses it would take to fix my mother's home. How dare your employees be so blatant and concerned about nothing more than the finances in this matter! I received a letter in the mail the same day, which stated our claim was denied. I don't believe the way your company is approached this matter nor the way you handled this matter was appropriate nor just on so many levels. It is because of that which I am writing to you now, and will fight this until we are given an apology and some sort of amends for the way we were treated. Honestly we need to see some kind of justice here. Sincerely Not Happy.