Monday 30th of October 2017 07:57:59 AM
The company is based out of El Paso, TX so in actuality I think they are run by the Juarez Cartel, and it shows. It's been a wild ride by this company and I'm still not done with them. Wth? Unbelievable experience. After reading some of these other reviews, my situation nowhere near as dramatic as some of the others, but here goes. Two months ago on 4/20/16 my car while in the parking garage of the building where I currently work was hit by someone as she was apparently leaving. I wasn't there. She was kind enough to leave a note on my windshield explaining what happened. I called her when I got home and we had a good conversation and I explained to her that I will go get an estimate for the damages and get back to her. She said "fine." All well and dandy.When I got the estimate a few days later, 1900 approx, I immediately sent her the information. Immediately she got defensive saying that was too much. She took pictures with her cell of the immediate damage and a few other spots and proclaimed 'I didn't do this! And that scratch there... Not me! I'm going to let my insurance company handle this from here on out!' And I'm like fine! I anticipate that. (I know this has nothing to do with Loya, but to just give you an idea of the type of people they represent typically, bear with me.)She would only give me her first name and not the last, and would not give me her insurance policy #. Ding! Light bulb goes off... No insurance! Great. Well I spent a good few days trying to call her and texting her, no response. Great. Contacted my insurance company, Geico, opened the claim with them, shared all available info, they said they could cover it, with myself responsible for the deductible. And they indicated they would try to reach her and get her to pay up! No luck on their part.Well a few weeks later, I get an unexpected call from a rep at Loya Insurance, whom I never heard of, and they indicated they accepted the liability damages to the car and would take care of it. I should await to hear from a damage inspector next. I asked her what was the deal with the insured? She said the person that hit me was not insured and did not own the car, it belonged to her sister. Ok great, welcome myself to that world!It was another two weeks or so before I heard anything outright. And I had to hound them! I've been hit before, and never has it taken this long. So for the next several weeks I went back and forth, back and forth, back and forth with the company, both the claims rep assigned to my case as well as other reps at the 1-800 number, and the dude assigned to come out to look at my car (His voice box was full, go figure!). 'Oh yeah, yeah, yeah, someone will get back to you soon!' Blah blah. Lot of voicemail and non-returned phone calls. Approx 6 weeks of this. Btw the primary claims rep that are assigned to head up individual cases at this company might as well not even show for work on any given day, they are that useless, the results would be the same. Well finally after so much phone tag, I finally talk to Ms. claims rep, she says I'm never returning their phone calls! Wth, are you serious??! She indicated they've assigned it to a third party appraiser service to come look at the car. Serious? She gave me the # of a rep there. Well, spent a few days trying to get a hold of him. Nothing. Kept calling both him and Loya for the next week or so, same old rigmarole. Then one day out of the blue I receive a call from an independent appraiser and he sets it all up. Two weeks ago (it is now 6/22), he came to look at the car and made out his own estimate. About $800 less than the body shop (Can't wait to get into those weeds!). He says he'll provide Loya with the info and I should hear from them soon. A few days. Great. I never did. I had to call them. By now used to it. The rep over the phone confirmed they had the estimate info provided by him, and they would be issuing me a check within the week. That was the week of June 13th. Light at the end of the tunnel?No. In the mail yesterday, received a letter from my glorious claim adjuster, a standard letter, asking if I was awaiting action on their part. Was the claim ready to be closed? Huh??!! No! I'm awaiting the check your company promised me! Get on the phone today and spoke with the most receptive agent to date. She said she had no idea what was going on, that the claim had been closed, and no check issued. She asked me to hold while she re-opened the claim and issued the check that was supposed to go out last week. 7-10 business days. Just like the last rep told me last week.That's why I call this Part 1. Definitely at this point not naive enough to believe I'm anywhere near the end. I will be back to write more if I don't receive this check next week. And while all this is still going on, I still have a claim opened with my own company as back up! What other choice do you have!? But based on other reviews I have read, this is nothing new. This company runs a racket. Obviously. And they are getting away with it. They are in the business of representing those not playing by the rules in society, and will continue to get away with it if they aren't seriously reprimanded. Hopefully I won't be back to write part II, but wouldn't count on that being the case.