Esurance ruined my BMW. I filed a claim with Esurance on 5/18/2011 online and was contacted by my first claims rep on 5/19/2011. My disaster of a claim started with my first claims rep Ruby she seemed helpful seemed nice enough took my statement and informed me that they would have an adjuster out to look at the damage to the interior of my car that occurred from water damage but I should be aware that I would likely fall into a scenario where my vehicle would be totaled. WHAT? I was devastated I asked what she meant by that and she said your car is probably not worth fixing and would be totaled due to the age of the vehicle. I was sick about this my car is a 2000 323ci and while it's over 10 yrs old I bought it used and am still paying it off. It was in excellent condition prior to the leak that completely trashed my interior.
While I am wondering what my options are I am contacted from DOAN the adjuster's office and was told the adjuster would be out that day I asked what time they would not give me a time. I called back several times and was not permitted to talk to the adjuster to nail a time down or go over the damage to my car. Eventually I was contacted and told they were coming in the evening and no one showed I followed up with them and told them they had to go to the shop I selected A1 Body and Frame. They went to A1 a few days later and discussed with the shop not with me the damage to my vehicle. They issued their fist estimate to Esurance on 5/23/2011 which was to remove my rear seat bottom; rear carpet, b and c pillar covers, and front seats, console, and headliner then clean the carpet and put it all back in???? Seriously??? I had 6-8 inches of mold in my back seat and they don't think that's an issue?
So what was damaged? The rear seat complete back and bottom, headliner, A,B,C pillars, complete carpet front and back, and both front seats were completely soaked, the body shop told me I certainly would have to also have the rear side panels replaced also. Now I'm confused by the next call from Esurance I now have another claims rep? Daron was his name and well he was explaining the next steps to me including how my claim was going to be denied? I asked what? Why? He explained that my leak was due to normal maintenance issues and I should have maintained my sunroof. I was so upset as there was nothing wrong with my sunroof the leak originated under the headliner from some tubes that direct water out of the vehicle came loose. I don't know about you but as part of normal maintenance I don't usually take my headlined down and check things out. After telling him how absolutely absurd this was he let me know technically the claim hasn't been denied yet and I clarified but when it goes to review it will be right? He said most likely that this is never something they cover and said I should call BMW that he was just doing me a courtesy by letting me know up front what to expect.
After having a complete meltdown I called back in and demanded a supervisor and told them how ridiculous this was and how upset I was. Granted I have not been with Esurance for years like others have described but I've been insured for 17 years and NEVER made a claim. This supervisor apologized and said that Daron had no business telling me that and I emphasized my concern that since he is the one who presents my claim to the board he would skew the claim to look like it was my fault so they would deny it.
Meanwhile DOAN was supposed to go back to A1 and take pictures and submit a supplemental adjustment to Esurance. Yet no adjustment was submitted by Doan until I went back to A1 and discussed what was going on with them. They provided me the copy of the estimate which was again not for the complete damages not even close. I personally had to fax it to Esurance as well as A1 body shop. This estimate was never uploaded into Esurance until the Esurance Rep Daron expressed his total annoyance with DOAN their own independent adjuster and requested that A1 complete an estimate and email that to him directly.
A1 decided to write this estimate on all NEW parts to pad their pockets for a dent they fixed without my permission. The Rep I am working with there is brand new Daniel Legg so he assumed since I had an estimate on fixing the dent they would just do it while it was in there. They flat our refused to use used parts or to look for them they say that it's DOAN's job not theirs. They also would not use parts I found on eBay for 2000.00 plus shipping because they can't deny bad parts when it's not a junk yard or shop they usually deal with. While I understand this policy my goal and statement to them from the beginning was that I wanted all of the damaged parts reported and fixed even if they were a suitable used set. I asked A1 from the beginning if they could handle this type of claim and work and they assured me they could although Jay a long time employee I have trusted in the past with my friends vehicles laughed and told Daniel "this would be a good project car for him." At the point they were submitting the estimate to Esurance upon Daron's request they advised me it was better to ask for only some of the parts to be replaced initially so they would not total the car and then once midway through fixing Esurance would have no choice to pay for the other new parts the vehicle clearly needs.
Once Esurance received the quote from A1 on June 6th for $5337.40 they sent it for another review board according to Daron even though he assured me he was taking complete care of everything from that point forward to ensure everything was done correctly. Now Esurance decided to use the estimate from DOAN that was never uploaded way back on 5/27 because Daron said he knew it wasn't right or complete. So this estimate was to replace the headliner as new, b,c pillars from a random junkyard, the rear carpet only from another random junkyard, and the rear seat bottom cushion from another random junkyard. So that means ALL the other damaged items moldy and stinky will be put back into my car with miss matched junk that they didn't even verify the condition of from the junkyards. This is completely unacceptable!!! I've repeatedly called them to beg them to assist me properly and they push it back to the body shop saying they have to tell them there is more damage and the body shop says they won't pull anything else out unless Esurance tells them to nor will they write future estimates because Esurance re involved DOAN the independent adjuster whom I've researched and found complaints on him as well for threatening someone with harm while doing an adjustment as well as just being completely rude to people calling them liars.
I was left with no other options at this point than to tell my story. My partner of 4 yrs in a Firefighter Paramedic in the public service sector with tons of legal contacts as well as my corporation has legal counsel that I can utilize as a future option. I embed myself with companies I'm usually proud to promote and recommend to others in this case I will be running to share with everyone I can that Esurance is a fraud as well as never recommend A1 Body and Frame to anyone ever again. I have personally sent A1 at least 5 vehicles for collision repair over the last 4 yrs. I will be taking this same complaint to the Ohio insurance commission, The Ohio Attorney General, and the BBB. Holly Lacy – Esurance Claim FXP42578 Columbus OH.
Product or Service Mentioned: Esurance Claim.