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Hello, My vehicle had a flat tire and I requested a flat bed tow. During the tow the truck driver backed my vehicle up onto the truck scrapping the bottom of my new vehicle. Since that incident I have dealt with the worst experience I have ever had. I have written 0 bad reviews in my lifetime and even my worst experiences do not garnish a response from me to complain about anyone or anything. This is a unique incident. My case should be a case study of how not to deal with customers. It took me 2 weeks to file my damage report due to the fact that I kept being tossed around from one number to the next and back again. During this time I was held on hold for 30 minutes sometimes an hour+ without any response or my call getting disconnected. Despite that I filed my report and since I filed it I may have called over 25 times in the last 2 months if not more to request for an update. I have repeatedly been told my case manager Asia Hampton would reach out to me. I left Asia voicemails, emails, and requested other reps to message her which they said they had done to no avail. Asia finally connected with me and acknowledged that she was aware of me trying to reach out and apologizes for not doing so. How is that acceptable? You knew someone was trying to reach out to inquire if the case was even in progress and you just ignored it? You knew a client is trying to call you over 20 times every day if not every other day and you just ghosted for weeks on end? Since that call she told me she would have an update by the end of the week. I told her I would be travelling end of the week so please email me any update which Asia said she would. I told her I have little to no faith that would actually happen and behold 2 weeks later I had no update. So again, I began reaching out constantly trying to connect with her, and email her and nothing. She replied 12 days ago saying my case is in the final step and she'll have an update in 24-48 hours. How has it been 12 days and she still cannot call me back or email me back? Throughout this hellish experience I have called in maybe 25+ times and most of those times requesting a manager/supervisor to speak to me. Each time being told that they are unable to do that and all they can do is either send an email or request for a call back in 24/48 hours. Which has happened over 10 times now and take a guess how many call backs I've had from either my case manager or a supervisor/manager that I requested over 10 times. ZERO. ZERO times has anyone from Agero tried to contact me over the damage they caused to my vehicle. I called yesterday with a lawsuit in hand and ready to file unless I speak to a supervisor. I was once again told funnily enough that someone will call me by the end of the day. Surprise surprise that didnt happen. So If I do not receive a call back by the end of this week best believe that a lawsuit with every call/email/ and recording will be submitted. This is illegal activity at this point to damage someones vehicle and never contact them regarding it despite over 25 calls and multiple requests to speak with a supervisor. Joke of a system. If anyone cares enough to look up my file and call logs that I've made my case # is [protected]
Desired outcome: I need a supervisor/manager to contact me now. Someone with authority over my case whether that is from the liability team or whoever that may be. My case manager Asia Hampton is clearly unfit and inadequate for this job.
This is exactly the situation I'm dealing with. After months of State Farm contacting Agero on my behalf, and getting literally no response, I finally filed a damage claim myself. I was told I would hear back in 1-5 days. Sure enough, no response. So I began calling for an update, only to find myself in the same endless circle of nonsense--I get an agent who can only put a message in to my case manager requesting a callback, only to have that person ignore the message. So I call back, and the process repeats itself with no progress. What a horrible company, and State Farm should be ashamed of using them.