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Geico / customer service

District Heights, MD, United States
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I am disgusted and appalled with the customer service I received from Geico. I got into an accident on December 12th. My car was towed to Frankie’s auto body shop by the 16th. The adjuster James Carducci went out to look at the damages and determined the cost. He set the estimated date of repairs to be completed within 14 days. I was well aware of the holidays so I knew it would take longer. When I changed my policy around over the phone I opted yes to rental insurance. After the wreck I was informed that I did not have renter’s insurance. I did not argue about it so I was willing to pay up to 14 days. Friday December 16th I called Frankies asking them what do I need for them to start working on my car. The receptionist advised me that I need to fax over a release form. I asked her to send it. Normal emails that are send usually take about a minute to deliver whereas mine took 45 minutes. I did not want to keep bothering the auto shop so I called James and asked him to ask her to send it because I did not want to keep bothering them but I needed to get to work within the hour. Once I got off the phone with James the receptionist of the auto shop calls me and questions me on why I asked the adjuster to send over the release form. It was brought to my knowledge that they were sitting right next to each other when I called James to begin with. This was extremely unprofessional and I wanted my car removed from that shop. I complained to Geico and the set me up with his supervisor Brian Hetrick. He called me once to apologize for his employee’s behavior and claimed that I can report to him for now on. My phone call log states otherwise. I sucked it up and not let it bother me and I kept my car there to avoid another towing fee. Weeks passed without any update from the auto shop or Geico so I decided to call the shop and I was advised my car would be ready on December 30th. Once again without any update from the shop or Geico my car was NOT ready on the 30th. (Mind you I’m paying for a rental out of pocket still past the 14 days). I reached out Brian and James and left them both messages and I did not receive a call back. I called Geico several times about this issue and they claimed to send “messages” to the adjusters to get back to me. A week past with no response from Brian James or the auto shop so I called the auto shop and the manager advised me that he needed to put in a submental request for my car. I am very annoyed at the point. He advised me that it would be ready by next Friday January 6th. It took the auto shop 3 days to send the request and I did my research on those types of request and they do not take an extended period of time to send them. Once it was send the following Wednesday January 4th at 11:30 now I hate to wait for Geico to send someone to go back to shop to look at it. I called Geico very upset and you would think they would escalate my case. Clearly they did not care because the person in charge of the request went out that Friday 6th. So now there seemed to be more issues with the car and now my set date would be Monday. Still from this point no one from Geico called me to make me aware of this issue I talked to James and Nick but they only gave me information I already knew from me calling the shop myself. So I pick up my care yesterday January 9th and I was relieved…. So I thought. I drive a couple of miles down and realize my heat and air and my center console lights do not work. I advised the shop so I had to bring my care back to shop January 10th and they paid for my rental. I called Geico yesterday to complain they said there is nothing they can do and that I have to speak to my adjuster. The problem is THEY DON’T CALL ME BACK. One representative was able to get James on the phone yesterday and he just relayed the message to her. UNBELIEVABLE James did not have the courage or RESPECT to talk to me himself. I have never dealt with such horrible customer service in my life. I’m cancelling policy at the end of my term and filing a lawful complaint with the company. I want to be compensated for my entire rental and my deductible for the mistreatment and torture Geico has put me through.

Si
Jan 10, 2017

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