My complaint:
My grandson was hit from behind by a woman that had American Family Insurance. They issued him a rental car 2 weeks later. This complaint started the end of April 2022 and it is now 7-25-22; During this time period they towed the car to an auto body shop that refused to do business with them and it was towed away. They didn’t know where the car was so I spent days tracking down that body shop and they said usually they tow it to a junk yard, but they didn’t know which one. Again, i was on the phone trying to locate the vehicle, because American family said they didn’t know where it was taken. When I finally found it, it was taken to another body shop and it sat there, until I received a call that it would be fixed by the end of the following week. Then my grandson received a call as did myself that it was a total loss. The car had just had a new engine put in by his Dad so it was in good shape, other than needing a whole back end. They towed it to another junk yard where it is still sitting. American Family said that my grandson needed to return forms, which he did each and every time. They told him a check would be arriving the week of the 22 of july ….never did. He was told he had to go to the DMV about the pink slip that his Dad and he signed. But he got hit before he could make his appointment. He went to urgent care the day after accident and to the ER later in the month of July due to back injuries and anxiety. At this time the rental car place, said that American family would not extend it, so my grandson is responsible for over $400 AND was told by Enterprise that he was responsible for the amount because American Family would not extend it. I spoke with an attorney who said legally they are responsible for his transportation until he receives payout check, or they fix the car, neither which has been done!!! Today 7-25 he is picking his damaged vehicle up from the junkyard as Enterprise said he has to return the car and money or it will be taken from his home today. So he is driving a damaged vehicle .. Each and every time I talked to anyone from this company especially the total loss section they made me wait and wait or transferred me to someone else or just hung up and did not return call. Carin, from total loss and Cara were extremely rude. When I asked them what he was suppose to drive , enterprise said he can get an UBER So he is driving a damaged vehicle, paying out of his pocket to return the rental car and I myself have spent 15.4 hours on the phone with this company!!! All that needed to be done was fix the car, send him a payout check. and it would have been done. Enterprise blamed them, they blame American Family. The BLAME GAME…. Nobody should have to experience this much less a person who was NOT at fault.
Suggested solution:
on Yelp