Geico Doesn’t care about families, livelihoods, or customer service.
As if getting in a horrible accident isn’t bad enough, Geico and its customer service representatives seem to go out of their way to make sure your experience is a bad one. On December 20th of 2006 I slipped on a patch of black ice and rolled my truck in a farm field. I crawled out of my wreck in the pitch black and freezing cold and search for my cell phone which has landed somewhere in the field. As soon as I found it I immediately called Geico and started my claim. During this first phone call I was disconnected and had to call back and start everything over. I’m fairly forgiving and can understand when things like this happen, I only bring it up to demonstrate that they have been a nightmare since day one. A week later I am sitting at home out of work since my remodeling business depends on a vehicle to transport my tools, and Geico has not even sent and adjuster out to look yet. I called to ask why and they told me I needed to contact the adjuster directly and that they have no control over when the adjuster is sent out. Huh? When the adjuster finally called me back more than two days after my first call to him he lets me know he will be looking at it that afternoon and calling me in the morning. The next afternoon and no call, I checked geico.com for the status of my claim and the adjuster had been switched!?! When I called the service center they told me I needed to call the new adjuster to see why- not them, since they have no control. Why can’t an insurance company keep track of things like this? The new adjuster told me the other guy had gone on vacation for the New Years’ holiday and that he would be going to see my truck soon. So I wait, still out of work, through New Years for a figure and confirmation of a total loss. A week later the adjuster confirms everything and lowballs me for my truck and flat refuses to count my loss in tools, but what am I going to do? Say it’s unacceptable and take even longer for my wife and kids to be able to buy groceries and pay our utilities? Not to mention we’ve already had the worst Christmas ever. So the next week I call Geico several days in a row and finally confirm that they have the figures from the adjuster and ask about getting a check overnighted to me. They let me know that there was still a form I needed to sign releasing the truck to them. I asked them to overnight that and let them know I would overnight it back because I needed the money ASAP. I get the forms the next day and overnight it back that same day certified. When I hadn’t heard from them the following Monday, I called and they said they hadn’t gotten it, even though I had confirmation and a signature assuring me they did, and that it might be somewhere in the mail room and call back Tuesday. I call and still they deny having it at all. Later that day and many offices, supervisors and departments later, they finally found it, though only after I gave them the confirmation number and name of the person whom signed for the papers for the inth time, and promise me they will overnight me a check. Next day no check. I call, they claim they missed the Fed-ex deadline and it will be sent that day. Next day no check. I call, they say, it was accidentally put in the regular mail and that they were pulling it out then and overnighting it. Next day (today 1/12/07) no check, and I am at my wits end. I call, THE CHECK HAD NOT EVEN BEEN ISSUED YET! Again they promised me today it would be overnighted and get to me tomorrow. When I ask for a tracking number, no one can provide me with one, and I’m given even more of a runaround. I have spoken to at least six supervisors in three states and four cities and no one can explain why I had been told what I was told and no one seems to communicate with anyone in any other state, city, office, or even department, and they make things up as they go along. I have been put on hold more than 30 times, have been hung up on more than 10 times, lied to, jerked around by everyone I have spoken to, they have my truck, and I still have nothing. Through this all, this is the same company that advertises nationally that they have top quality customer service, and they get you money fast. Well, my bank account and clients disagree. And the worst part of this whole thing is how my children are suffering as a result of their negligence, lack of intelligence, and lack of communication. Do they offer apologies? Do they offer anything but more frustration? I haven’t seen anything to make me hopeful. Avoid Geico insurance company! RUN don’t walk away from them!