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Rhonda of Chalmette LA (03/06/09)
they don't pay claims, its been 6 months and still have not paid for my stolen car. every time i call its a recording and when i speak to someone i am brushed off by saying they are still investigating. my biggest mistake was not researching the company before going with the cheaper quote. a word to the wise is you get what you pay for.

i am still sitting without a car.

Angela of Wisconsin Rapids, WI January 23, 2009

Angela of Wisconsin Rapids WI (01/23/09)
My first commment has been posted, not sure if this can be added to it but I would like the following known: Esurance sent me a letter post marked 1/21/09 from their South Dakota office and that letter states that my policy has been cancelled as of 1/19/09 and reads on to say that Unearned premium will be returned to you in accordance with Wisconsin law and the terms of the policy. There is no refund check with this letter. I called Esurance to advise that the promised check is not with this letter and asked them to pull the recorded calls from 1/19/09 to verify that they did indeed promise me that they would process a check and mail it within 24 hours. No one is taking any responsiblity for thier actions and now I am still out the initial payment that they took for my policy.

Angela of Wisconsin Rapids, WI January 19, 2009

Angela of Wisconsin Rapids WI (01/19/09)
On 1/19/09, I went online to purchase a policy from Esurance. I was quoted 304.55 for a 6 month policy. I put in my credit card information and it accepted my initial payment of approximately 97, then explained I would be billed every 30 days for the next 5 months. After I pressed the Purchase button, then a screen came up stating that I needed to then provide additional information by 1/26/09 or my premium would then go up to 455.65. When calling to cancel the policy, I was informed that I cannot just cancel the policy and void the transaction, that I must wait for them to mail me a check. I called Mastercard customer service and the money was already gone. They advised since I did give them my information, that I am now responsible for those funds.

I now am not able to purchase another policy until I receive the check back for the initial payment, therefore leaving me uninsured for the moment.

Taune of Brooklyn, MI January 19, 2009

Taune of Brooklyn MI (01/19/09)
I got an initial quote from them for 787.66 for 6 months. Low and behold, days after I purchased the policy, they upped my premium to nearly 1200 for 6 months, and claimed that it was the result of 1 speeding ticket for 5 miles over that occurred 2 years and 9 months ago.

I had correctly filled in all of the information they had requested in the initial quote. I talked with an insurance agent there named Emily, and she refused to do anything about this, even though their systems at checkpoint were apparently down at the time I purchased the policy.

This smacks of bait and switch to me, and I will not be doing business with them in the future. I am cancelling my policy, and based on what I have read in this column, I will be putting a stop payment on any further electronic withdrawls from my account by this company.

Patricia of Tarentum, PA January 12, 2009

Patricia of Tarentum PA (01/12/09)
I was rear ended by one of their customers. I initially was contacted or contacted them on 12/15/08. I called the same rep within 24hours to notify her that the body shop could indeed take photos and send a quote over to esurance. I called again daily for the remainder of the week without response. I again called the following week where the rep said when we last spoke I was to get back to her with more information. I nicely explained that I called daily with out hearing from her. Her response was Okay, okay. my son was sick and I was out a few days. We finally worked things out and I was given info to contact their enterprise car rental rep for Esurance.

I called this rep several days with no response. I tried calling the phone number (800) to talk to another rep or just try to get some help or guidance. After 30 minutes of pressing #1 to talk to a rep/continuing to hold I hung up. I then called the inital rep that I started (Raquel) and told her my situation. I was to drop of my car this evening and really needed to set up my rental and that I did not hear from Maureen who she instructed me to call to set up the rental car. She informed me that oh, yeah, she was off for a while, put me on hold to look at my claim. She did attempt to help but what I mostly got was aggravation and being told that people will call me back...of course they did not.

I myself called several enterprise locations without luck in obtaining a rental. I did however get on a couple waiting lists. I again called Raquel and told her that I did not hear back from anyone and she seemed so surprised. She then told me she was in the middle of something and would call the first rental location that we started with to get set up for an afternoon rental (I start work at 8am and we were trying to get something earlier for my work schedule). She was going to finish what she was working on, call the rental place and call me back. That was around 4:30 p.m. It is now 6:23 p.m. and I never heard back.

I have since then called the first rental place myself and of course they no longer have any cars available until Wednesday. I called the second location, which I am on the waiting list, and they are saying that I should have a car tomorrow. If they told me that I could have done this myself in the first place, I would have. I have only had two car accidents in my driving years, both of which were not my fault and never experienced such awful customer service. My insurance company did everything for me last time. I have now learned I should of let them this time.

My husband and I are a two car family due to us both working. We are now short a car and have kids that need our car for transportation to and from their bus stop. It is just a shame that we allow this type of customer service in this day and age. I also now have to miss 2 plus hour of work so that I may use my husbands car to get myself to work and then leave early to ensure that he can get to work on time. I would NEVER reccommend Esurance to any one ever.

Scott of Thonrton, CO January 6, 2009

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