Yesterday, January 17th, I heard an ad on the radio advertising Fred Loya Insurance and their "claim" of "no down payment". I called the toll-free number and requested a quote. I was given a quote of 170.00 "initial payment" and 164.00 a month thereafter. I was pleased as this quote was much cheaper than any other I have found.
About an hour later, I recieved a phone call from a lady at Fred Loya Insurance's Houston Office. She reviewed my information and gave me the same quote, with a $1000 deductible. The lady then asked when I would be coming in and provided me with the addresses nearest my home, stating that she was located in the office on Orlando. I asked what all I needed to bring and was told paperwork from both vehicles, drivers license numbers, and a checkbook.
The next afternoon I arrived at the office on Orlando and was greeted by a heavy set hispanic male (for lack of a better description). I gave him my reference number and he entered the information into the computer. He then proceeded to tell me that the quote stated the previous day "had something wrong with it" and that I must have called the El Paso office by mistake. I stated that the lady on the phone had even stated that she was in the office on Orlando and his reply was "hmmmmm". This guy had kind of a rude attitude. He then proceeded to give me an entirely different quote. I asked him if I could have the thousand dollar deductible to make it cheaper and he stated that it was not possible, even after I had been told otherwise previously. STRIKE ONE
Next, when he refigured the quote, he matched my husband to one (the more expensive) vehicle and myself to the other one, without even asking if that was right. I don't appreciate him making assumptions, he could have took the time to ask that information. STRIKE TWO
Third, he made a big deal about how both vehicles to be insured were not present. It is impossible to drive two vehicles at once. Most insurance companies usually provide liability on the vehicle not present and allow me to bring it in for photos at a later date.
Finally, when his manager, Pedro, came to his desk to check on what the problem was, both men proceeded to speak in Spanish about MY policy. (I picked up a little bit of the conversation.) Both men spoke perfect English beforehand. I am not claiming "discrimination" or anything, but I do feel as if that was JUST PLAIN RUDE of both of them. STRIKE THREE
Next, he told me that he would require a copy of my marriage license to get the married couple's discount. I stated that I was never told to bring that in and asked if it were possible to fax it over as soon as I got home (50 mile trip). I was told that was not possible. I don't see why not, considering, #1. Anytime I have bought an insurance policy, it has not gone into effect until midnight that night, which would have been plenty of time to fax it over. #2. I had asked what I needed to bring the night before I had even made the 50 mile trip all the way up there. I was never told anything about a marriage license. It was not my fault, but your company's.
So, he then made up ANOTHER quote without the marriage included, which added about fifty dollars to the down payment, which is advertised as ZERO. I had provided proof of identity for both myself and my husband, we both have the same last name. I would have been glad to provide proof of marriage as well.
He could have at least taken pictures of the vehicle and sent me on my way. He could have faxed me the paperwork to sign after I had faxed the marriage certificate from home and I could have provided a credit card or check. It would not have been hard to do, considering it was your company's mistake in the first place. It's called customer service, maybe this agent should look into it.
Finally, after the third increase on the quote and no solutions, I finally just picked up my things and left. If it is that hard just to get a policy from your company, I can imagine the steps I would have to go through to file a claim.
Most companies I have dealt with are interested in saving the customer as much money as possible and don't treat their customers as scam artists either. This company acts as if all they are interested in is seeing how much money they can possibly get from the customer and that particalar agent acted as if I was a burden to him the entire time.
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