Ken Phelps State Farm
I'll be so happy to be rid of this place! Before anyone says anything negative to me, including employees and family of, I've been battling this company for over 3 months now. I've been handled by every single employee save one that just downright laughed at me and thought my requests for the employees to do their jobs was ridiculous. I've bled money trying to keep up. That is the exact reason you're required to have insurance, they say- so you don't have to worry about huge expenses after and yet I'm STILL VENTING MONEY because of these "people!"
It all started 3/29, when my van was accidentally flooded following a storm. I've had this van nearly 5 years, I've always been super cautious with it and have never had issues with it but the whopping 6 inches of water somehow managed to wreak havoc on my van.
First, it took over a week just to get an adjuster to look at it to declare it needed to be worked on. There are only about 6 authorized beings in the entire Houston area, I'm told. In the meantime, I have 2 kids and no transportation for them, including my youngest who's highly asthmatic and at the worst seasonal transition of the year. That made absolutely no impact on my claim despite several supposed escalations on it- just more handling by the claims department and Phelps office. Despite paying $450, that's no mistake folks- $450 on 3 OLDER vehicles (2002 truck, 2003 expedition and 2012 van which was in disrepair from the flood) PER MONTH (yes, I have to pay that every month. Theres not an extra month rolled in), I couldn't get answers or help in a timely manner, I had to continue paying my van note for an additional 2 months to keep them at bay, which was an extra $475/month, plus State Farm continued to take payments for the insurance on the van despite me not being able to use it.
In the meantime, I was without a vehicle. I had to arrange every single place we had to go. My mother in law was a huge blessing, but the planning and begging and reducing myself to the bare minimum trips so that I didnt have to burden anyone were seriously getting to me.
State Farm has to reach some threshold of money into the vehicle in order to total it and i get and even understand that, but what they don't tell you is that they won't authorize the purchase of quality parts. They work with junk yards and pick a part places and put grimy old used parts including major "parts" like ENGINES in your vehicle and wonder why your vehicle is still having issues 3 months later. In that 3 month period, the mechanic had to replace my starter, plugs, 2 engines and subsequent coil packs. I may be forgetting a few minor items. Actually i believe he also had to replace filters as well..... All used parts. All from the junk yard. All cheapest as possible. All junk.
Surprise, surprise. Van still didn't work. After the second engine, we were still having issues with the motor shaking, doors are opening at random, a door won't lock, etc etc etc.
On the claims side, I'm being tossed from agent to agent. I would have to call every day to every other day and tell my whole story to at least 2 different claims agents until the last 2 weeks, when i finally scored my own agent, which of course, fell right in the last 2 weeks of school and you know the end of the year madness if you're a parent.... ceremonies (my youngest graduated kinder), awards, early dismissals, end of year parties, belt testing and ceremony at their tkd classes, etc. To say the timing couldn't have been worse would be a drastic understatement. Anyway, my very own agent was finally assigned when i guess they realized they were going to total my vehicle and I had to endure incessant calls from her, calls that I had to be on the line to authorize her to speak on my behalf to my lender that literally would take an hour or more.
The lack of communication was ridiculous. They sent me money for the repairs, which I was supposed to give to the mechanic. So then a couple of weeks later, it's hurry up and get the money back bc it is now going directly to my lender. Why do they not send this stuff directly to the sources? I mean, this poor mechanic was working for free for 3 months. From what info i gathered, they didn't pay him what he was worth either. Thanks for burning that bridge... The last thing he wanted was to give up money that he'd finally gotten from 3 months of work for it to be totalled anyway. He had to front the engine money, front money for the other parts, too.
The lying from the agents was the most unbearable part of the whole ordeal. They'd tell me we were top priority, highest escalation, etc etc. Whatever they needed to say to keep us quiet i guess. They'd tell us that the mechanic told them it was definitely fixable after every new piece theyd put in. The mechanic told us if there was an electrical issue due to the water damage, it would be very very difficult to track it down and it could be potentially very dangerous since electrical issues can spread. Well, apparently the door that wouldnt lock, doors opening/closing at random weren't of concern to State Farm. I have kids going in and out of the back seat. Them getting smashed in the doors or the doors opening while I'm driving was absolutely of no concern to them. Had a brand new crate motor not been required to fix the shaking issues, we would've been stuck with those issues and that concern until we either ate the cost ourselves or sold it!!
So, I'm still having issues to date because apparently, State Farm feels they have a right to reach into my bank acct and take payments for vehicles you don't have and ignore the fact that one of those vehicles hasnt been removed for 3 months! Oh and don't believe your claims person when they say your nightmare is over bc state farm has a way of making it perservere! So nearly 4 months later and a 3rd insurance payment on this van is auto drafted. Well, if they have your signature on file and you dont tell them to remove the vehicle from your insurance, even if you've never had an auto draft from them before in the history of your acct there, apparently they're allowed to take whatever amount they want. Requesting to speak to Ken again is out of the question and a laughable request at that. They're not at all responsible for the $240 worth of courtesy pay fees that follow that unauthorized amount of money they took, either. Oh and the biggest kicker: its going to take 14 business days to get my acct right at state farm alone. In the meantime, i have a new handler at state farm who is telling me that they dont pay overdrafts, theyre not responsible for having not removed the vehicle they totaled out and this will continue this way. Ummmm... no. You knew the van needed to be removed bc through the whole process, Ken Phelps, himself, was involved. I told him and every agent between that this van needed to be totaled after my mechanic told me about the electrical issue. My claims agent said she took care of every detail pertaining to my van and basic customer service needs weren't met once again. Ken Phelps State Farm, you owe me 3 months of insurance payments, a ton of invonvenience pay (and tons more because apparently, "this isn't at all how this is supposed to work, we don't know why its taking so long," and my personal favorite, "we want to restore faith with you.") during all of those handling me periods, and you owe me 2 vehicle payments I had to make to keep them from hitting our credit while you dragged your feet for 3 months! That's 2 payments I had to make while not being able to use my vehicle!
This is going to be copied to every single place that will allow it and to every lawyer that cares to read it until I get some resolution. I'm so sick of big companies squishing their customers to continue to get ahead. Corporate bailouts, rude "customer service" agents, employees not doing their jobs, the blame it on the situation or customer mentality, the "I don't have to have good customer service because I can just play the numbers game - someone will replace them if they leave so it's really not a problem for us, and mostly the just wait them out so they'll give up and we can stay ahead and bludgeon the customer so far down that they can't fight back as we stand on top of them and stomp on all of the people required to pay us to stay at the top mentality that just absoutely disgusts me. You all are the most despicable group of people I've met to date. Please keep passing the buck and not taking responsibility for your own actions and inactions, dropping the ball on people and being the sad example of humanity that you are.