Fred Loya Insurance review: Poor communication and horrible service

I filed a claim right away when your insured backed into me. The insured took fault. However, while filing the claim the rep said it is a total loss and copart would contact me to pick the vehicle up. I quickly told her it was drivable and it was just dented in a bit that could come out. And they hadn't even inspected it yet to be able to determine that. She stated she would mark that I was refusing. After getting through after two hours on the phone with it mostly being about her concern for the insured's vehicle and if they had passengers and their damages, she finally told me who my adjuster was. She also sent me a link to do a photo estimate. I did the photo estimate and I didn't hear anything from the adjuster and called back and left a voicemail. Finally, I got a voicemail back from the adjuster, Laura. When I was able to get a hold of her again, she put me on hold. 30 minutes later, I hung up still on hold. I called right back, and she answered. I informed her she left me on hold and she had nothing to say. I went into the claim asking questions and when I would get the estimate. She said they didn't receive photos. She just asked how I wanted to proceed. She wasn't helpful at all. I told her the inspection needed to be done. I wanted my vehicle repaired. We already had been waiting two weeks. She set me up with an appraiser to inspect at the Pat Booker location in Texas. I went to the appointment to find the office was closed until 2. My appt was for 10:30 am. I called the adjuster after waiting around awhile. I took off the morning from work to get this done after all. She just said that if the office was closed then I would just have to go back later and that they are all independent so if they aren't there maybe to reschedule. I had an appointment! This is all they do for a living. I told her I couldn't run back and forth 30 minutes each way to try and catch an appraiser which is why we had the appt set. She said I could send her photos and send me another link. I did the link again, and emailed her the confirmation showing it was submitted. However, I also mentioned that the link sent was not mine nor the insureds last name and it wasn't the right claim number. She emailed back days later that I had to contact Tara. I contacted Tara. She said they sent the wrong link for the wrong claim to me. I took the pics a third time and emailed them straight to Tara. Tara said Laura the adjuster should be calling me to let me know when I'd get my estimate and how I'd receive it. Almost a week later, and still nothing from Laura. Finally last night I got a hold of someone and they called me someone else's name and said they had the wrong claim open. Seems like quite the occurrence. Always with the wrong claims. She said the claim is with total loss department. I had to ask for the adjuster name and phone number. I told her I was keeping my vehicle and repairing it since it was minor damage with no parts needing replacement. I called the total loss department and left a message for the adjuster last night. I called and left a second voicemail tonight. They fail to respond and communicate and the customer service is horrid. You can easily tell they don't have their calls audited and they have lack of care based on how they speak to customers on the phone. I wouldn't recommend this insurance company to anyone. My dog communicates better. I am hoping this claim is wrapped up soon and Loya insurance can learn to show some compassion and put themselves in their customers shoes.