Complaints for Fred Loya Insurance in El Paso, TX

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
5	Agreed to make an adjustment
1	Refusing to make an adjustment
4	Refuse to adjust, relying on terms of agreement
1	Unanswered

11 complaints against Fred Loya Insurance

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8/13/2023

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $400.00 Amount Settled: $0.00

Customer Complaint

7/20/2023

I own a 2023 Kia forte 6/28 someone tried to steal my car around 2:00 at night police came and woke me and my wife up and said my car was broken into I came down stairs to look at my car and they ripped my ignition out broke the driver back window from trying to jimmy it which also created a hole in the molding broke my trunk latch and my insurance company says it's 400 dollars in damages and this was done vertically. I had to pay out of pocket to get the window fixed because they still haven't done anything to my vehicle which led to a second attempt to steal it because the ignition is still ripped out, I pay my insurance on time and all the time I should not still be waiting on them to repair my vehicle, this is well over 400 dollars worth of damage I sent them photos and a copy of the police report and they still dragging there feet on repairs, and to say 400 dollars is outrageous like who really did the assessment of the damage because they clearly need to be retrained Resolution Sought Hold them accountable and have them to fix my vehicle we have to stand guard every day and night and watch the car because they won't fix it , looks like they taking the cheapest way out and it's ridiculous and offending as a customer they should be on point when things like this happens not running red tape to the customers, no resolution has been provided only numbers that no one answers .

Company Response

7/31/2023

Loya Insurance Company Home Office 1800 LEE TREVINO, SUITE 201 • EL PASO, TEXAS 79936 • TEL (915) 590-5692 July 31, 2023 Business Consumer Alliance 315 N. La Cadena Drive P. O. Box 970 Colton, CA 92324-0814 Complaint ID : 99002094 Date of Loss : 6/28/23 Dear Sir/Madam: Please accept the following response in reference to the above referenced complaint. Mr. Hilliard's complaint was received by Loya Insurance on 7/20/23. We are in receipt of your concerns and advise you that our records indicate that an initial estimate of damage was completed on 7/10/23. The damages totaled $447.61 and were under your deductible of $1000.00. A supplemental estimate of damage was requested by your bodyshop of choice, West Side Auto Body. The supplement was completed on 7/28/23. We are currently reviewing the supplement for payment. In the interim, if you have any questions, you may contact our Supplemental Hotline at 210-257-4520 or Team Lead Arlette Acosta at 915-275-1468. Thank you, Respectfully, Maritza Matthews Complaint Specialist 800-880-0472

9/10/2023

RESPONSE: Agreed to make an adjustment Amount in Dispute: $300.00 Amount Settled: $0.00

Customer Complaint

7/12/2023

I contacted Loya insurance company to cancel my policy the woman I talked to told me she was going to cancel the automatic withdrawal. She never said there was other steps I never received a letter from this company until July 11, 2023 which the letter is dated July 3, 2023. So Loya insurance company was withdrawing 75.00 every 3rd of the month without my consent Resolution Sought I would like them to refund the months after I cancelled the automatic withdrawal on February

Company Response

8/29/2023

Company states; We have reviewed our files and concluded our investigation concerning this matter. The following are our findings: Ms. Anaya purchased a policy with Loya Insurance Co on October 8. 2021. At the time of purchase, Ms. Anaya enrolled in our Recurring Debit/Credit Card Payment Program. With her signature on the Recurring Debit/Credit Card Payment Authorization form, Ms. Anaya authorized Loya Insurance Co to deduct monthly premium payments from the credit card ending in **67. Along with Ms. Anay's signature authorizing monthly deductions she further agreed: "This authorization shall remain in effect regardless of any premium charges and/or policy renewals until I provide written notice to Loya of my wish to cancel this payment option and my enrollment in the recurring debit/credit card payment program. I agreed to notify Loya in writing of any changes in my account information or cancellation of this authorization at least 10 days prior to the next scheduled deduction date." Loya did not receive a signed request to cancel the recurring payments or personal auto policy, therefore, Loya continued to deduct monthly premium payments from the credit card on file as authorized. On July 11, 2023 Loya received and processed a signed request to cancel the policy effective July 11, 2023. Loya maintained its obligation to Ms. Anaya and provided coverage for each month that was paid for, however, as a sign of good faith, LIC has honored Ms. Anay's cancellation request as of February 2, 023 and has refunded $369.17 back to the credit card ending in **67. Loya Insurance Company continues to strive and provide the utmost customer service experience and apologize for any misunderstanding or inconvenience that this may have caused. Respectfully, Loya Insurance Company

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