ComplaintsforGus Badra Insurance Agency

• Initial Complaint

  03/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of accident:12/29/2022. Time: about 10:30 pm. A police report was given. Police call a tow person who also took me home. Some of those I have been are: *** ***** ********* ******* *** ***** ********* ******* ******* ***** ********* ***** ******** ****** called on 02/18/22 and said that the car war ready for pickup. I told her that a mechanic will pick it up for me. An hour later, Sherby called and said the car in a different shop for Calibration and Alignment without any apology. On 02/25/2022 at 10:45 am, Bruce, in a text to me said by the end of the day the car will be ready for pickup. Later, at 2:14pm, same day, sent a counter text message stating: "We are at the mercy of the shop." This moring at 9:55 am Bruce picked up the phone and said the car is still in the shop.

  Business response

  04/04/2022

  We have just made first attempt to contact insured to see why they felt, that it should be us who they should be filing this complaint against and what they feel we can do for them.04/04/2022

  We are honestly quite surprised the BBB would even allow a repair complaint against a body shop who is late delivering or whatever the case may be go against the insurance agent's office which is not even involved in claims or repair! we are sure there is some disconnect here that we would like to help correct if we can as we do not own the repair shop that caused the delay.

  
  

  Claims have three parts to them: 1- the agent who writes the policy and makes sure the insured has the coverage they want. 2-the insurance company who enforces the insuring agreement and is obligated to carry it out though a claims department that handles and pays for the claim. 3- any service provider the insured/insurance company choses to carry out repairs

   

  the last two handle repairs and claims. Our job ends at insuring them correctly which we have done as the insured themselves are saying they were paid for so many days but not all days etc..

  We can still help when the insured reaches out to us, we can usually bridge the language barriers between claims and any insured most days if there are miscommunications, Which I have no record of them asking for help nor that claims department of Travelers Insurance is not assisting them.

  Regardless, we have no say over body shop delays nor monetary damages to an insured by an insurance company if such a thing was even to exist - I hate to say,  causing them to think that someone owes them a salary!

  As heartfelt as their complaint is, and as terrible as we feel for them, the direction this complaint has taken is completely wrong and going after the wrong people. We don't even know who some of the people listed in this complaint are to begin with - only two working here are Gus and Jessy.

  We will reach out to claims as well tomorrow and see what their take is on this claim and we will try to reach Grace again then do an additional follow up here.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩