Fred Loya Insurance

The worst customer service I have ever encountered was at Fred loya’s insurance in Vista!!! I can’t begin to tell you how unorganized they are!!! I recently bought a car and wanted switch my insurance from one car to the other, easy right? Not even!!! I spoke to an agent who said I had to bring my new car to the Vista Branch first so they could take pictures of the car. We hung up I spoke to the dealership and they said impossible you have to have full coverage before you drive off the lot. I called back spoke to a second agent who said, no all you have to do is take photos and send them to us. Once again I hung up sent the photos. Called back yet again, spoke to another agent who said oh no we just need a copy of your contact, just fax it over then pay the difference. I then asked what the difference would be, the agent asked for the vin# then gave me the quote Of $ 88. Once again hung up faxed over the copy of the contract, called back to see if they had received the fax. No not yet was the answer. I asked her how long did. It take? she said it could take a while, she was waiting for the main office to send it to them. I asked her you don’t have a fax machine? She said no… it went to the main office then they send it to them… What is going on??? This story goes. On and on and on. Estmated time between being on the phone at the dealership was 1 hour and 30 minutes we still didn’t get anything resolved. I tried to call Vista Branch back and was placed on hold for. 10 minutes. I hung up and called back only to be placed on hold yet again, I finally went to the Vista Branch to find out that their computers crashed!!! Why didn’t the agent tell me this on the phone? They tried to send me to the sycamore branch. I didn’t leave the parking lot I called the main office from my car.
I arrived at the Vista Branch little past 5 pm and didn’t end leaving until 7:30pm.
I did get an amazing agent. On the phone by the name of Raymond that was from the main office who took care of everything for me. Everything but the payment. He actually said he wasn’t able to take a payment that he had to transfer me to a agent in California who was licensed. No problem right? Wrong! I wait on hold for about 10 minutes then he got back on the line and apologized for the wait. I informed him that my cell was about to die and he asked for one of the Vista agents top give him their cell number so he could call me back. Raymond. Called back and placed me on hold yet again. This time I waited 30– 40 minutes before the California agent got on the line. She proceed. To ask the same questions I had already answered. She then said that’ll be $ 91 I told get that I was quoted. $ 88 she so rudely said that quote was given you before they had the vin#. well I lost it. How dare she make that assumption… Needless to say I paied the $ 91 not before giving her an ear full!!! How dare she! All day I kept my cool, I had patients I never knew I had. Until the very end with Paulinea.
Paulinea then asked where she could fax my copy to??? That was a joke the Vista Branch doesn’t have a fax machine!!! Mr loya. They need a fax machine! Most of my problems could have been avoided if they just had a fax machine. I had to fax my paper work to the main branch and wait for them to e mail the Vista Branch. If I had this much trouble trying to give them money, what will it be like if I need to file a claim??? Not good business!!! I will be changing my insurance as soon as it is up next month… I think the most frustrating thing was no-​one gave the same answer not one time!!! I ended up losing my cool and sounded Like a crazy lady. I went back today to get proof of insurance and apologized once again for my outburst. But enough was enough! Everyone has A breaking point!

Terrible customer service! My mother received a letter, not a phone call, regarding possible cancellation of our insurance. My credit card had recently expired and needed to be updated to process payment. Understandable, but since when do they NOT pick up the phone and call? The rep I spoke to said they left a voicemail at my number. That’s straight BS! He was also completely rude, interrupting me constantly and did not seem to want to listen about my concerns. Had I not gone to visit my sick mother, I would have never known which would have caused more headaches and hassle than it’s worth to keep them. I’d rather pay more to deal with a company that cares about their customers. Shame on you!

Worse insurance ever~ they insure people who have no choices. They would not pay for my damage because I didn’t get a picture of the insured !!! Who does that. I had pictures of the vehicle damaged. I had ALL THE information and their insured would not contact them back so they denied me. Total CRAP. If you adjuster is Adan Serran — run!