Business Profile

Auto Insurance

USAA

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for USAA's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

4,072 total complaints in the last 3 years.
1,115 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:07/21/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Fraudulent activity on account that they are now blaming on me. I called them to report the activity and they allowed it to continue. There was no way I nor my granddaughter (15) made any of those charges. Now they have all my accounts locked awaiting monies to be deposited to recoup **** negative balance. I am so disappointed in their service. There is this "dark" fraud department who conducts investigations without consulting the account holder.
Business Response
Date: 08/03/2022
We reached out ******************** on July 29, 2022, via telephone, and we resolved the issue directly with the complainant. In the interest of protecting our members privacy, details about the conversation are not being provided. Our member may choose to share information directly with you at her discretion.

Sincerely,
USAA ********************
Customer Answer
Date: 08/04/2022
Complaint: 17594888

I am rejecting this response because:
Company has not attempted to provide me with their findings in writing. Company is still refusing to help resolve the matter. I want my money back if there is no valid, written proof; which there is none.

Regards,

*****************************
Business Response
Date: 08/22/2022
Response Date: August 22, 2022.
We provided resolution to ******************* in writing on August 18, 2022. In the interest of protecting our members privacy, details about her accounts are not being provided. ******************** may share information with you at her discretion.
Sincerely,
USAA ********************
Initial Complaint
Date:07/21/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a customer with ********************** for ** years and recently I have experienced something so subpar for affective customer service. I had fraudulent charges on my account stemming from March to ***** The charges were from some overseas cartoon chat and or ***********. Someone somehow obtained my credit card information . The charges were disputed them. Ultimately theyre saying the charges are mine they are not giving me any information about the charges. The customer service I have encountered today has been so insulted and substandard. These charges of not my own. USAA is not trying to show me proof of such nor are they trying to do the due diligence to ensure this doesnt happen to another. Ive been a customer 22 years and Ive never experienced this type of behavior from USAA. The customer service person refused to do an appeal he refused to allow me to speak to his supervisor he hung up on me after he left me on hold for a long time and hung up on me. I am asking for USAA to do their do diligence in investigating the charges. I was told last week that they were submitting an appeal for me. Now, yet they refused to and they refuse to send me information regarding such. These charges are not mine I am not an android user nor do I do cartoon chatting or cartoon *********** overseas. This was not investigated properly and Im not met with any type of solution other than them Forcing me to pay over $600 for something and charges that do not belong to me at all. They are fraudulent and USAA needs to do due diligence about it. Just simple googling online I can see this happens to a lot of people with this particular company. I cant find any information to contact the company to find out from them why. Im practically told you just have to deal with it. Lets not forget Ive been a customer for 22 years and never had this problem. Im very disappointed in *** and the level of customer service today. The two gentleman that I spoke to today were very condescending
Business Response
Date: 08/02/2022
While we were unsuccessful in reaching *************************** by telephone, we provided resolution to him/her in writing on 08/02/2022. Additionally,we left messages with direct point-of-contact information for her to call should she have additional questions. In the interest of protecting our members privacy, details about his/her accounts are not being provided. Ms. ********************* share information with you at her discretion.
Sincerely,
USAA ********************
Initial Complaint
Date:07/21/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They have been negligent in their disputes investigations department. I filed 2 disputes and provided ample amount of proof and documentation to support my dispute. This company is unable to provide me proof that service was provided by the company in dispute. I am able to prove that service was not provided but they have closed the dispute. This is due to their incompetence and failure to do their jobs. Their lack of customer service is apparent and I want this matter resolved.
Business Response
Date: 07/28/2022
We reached out to ********************** on July 28, 2022, via telephone, and we resolved the issue directly with the complainant. In the interest of protecting our members privacy, details about the conversation are not being provided. Our member may choose to share information directly with you at his discretion.

Sincerely,
USAA ********************
Initial Complaint
Date:07/21/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
07/05/2022, I found a leak under bathroom sink. I called USAA the next day and filed a homeowner insurance claim. My home warranty only covered the faucet replacement. The bathroom vanity was damaged by the water leak and black patches were present on the flooring of the cabinet so I waited for a call from USAA. The adjuster, *****************************, to date has not called me but only has one email to me via the communication center website of USAA. He stated that he was waiting for the repair estimate, photos, mold mitigation, etc. I forwarded to him the photos I took because he has not made an appointment with me as to see for himself the actual damage. As of today, 07/19, he has not contacted me. I have sent several emails but someone else responds and apologizing the delays. My son (28 years old) and I (66 years old) live in this house with mold in the damage bathroom vanity. All I request is for someone to address the immediate repair/replacement of the damaged bathroom vanity as we both have medical issues and the presence of mold in the bathroom is unsafe for both of us. I am left with no other option but to direct my issues to BBB who may be able to expedite processing. I believe having mold in the damaged vanity should be considered a priority. It has been almost 2 weeks and USAA, *****************************, in particular, could not even call me to clarify if he or I should find the accredited contractor; how can one get an estimate if they don't see the actual damage to the property. If I need to do it, **************** have been submitted to USAA. But I want to make sure that I will not have an out-of-pocket expense other than the $500 deductible on this claim. I do not have receipts or contracts yet because I am waiting for USAA to give me written permission for my record. May I reiterate that our health may be jeopardize by further delays on the part of USAA.
Business Response
Date: 08/03/2022
We contacted *********************** via email and we addressed the concerns directly with the complainant. In the interest of protecting the complainants privacy, we are not providing details about the conversation. The complainant may choose to share information directly with you at their discretion.
Sincerely,
USAA
Initial Complaint
Date:07/21/2022
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been attempting to verify my identity and remove the restriction associated with my name with USAA since 2018. I've sent in a copy of my drivers license and social security card multiple times. Most recently, I decided to attempt to obtain a quote with USAA and was met with the same restriction information from their customer service team. On July 6, I uploaded a copy of my drivers license and was advised I would receive a call in 3-4 business days. I did not hear anything so I followed up again on July 12th and July 18th. Still met with the same answer. My concern is that someone may have possibly opened a fraudulent account in my name on their Bank side, but no one can give me any information until this security freeze is lifted. This has gone on too long, and even if I am not eligible for their products, I would at least like to have this resolved so I can confirm my personal information is not being used fraudulently. I used to be on an Auto policy with my mother, and we were members for several years before I became of age to get my own policies. I would like this resolved immediately as I've provided all information required to them, including receiving one time pin authentications to my mobile phone.
Business Response
Date: 08/10/2022
We reached out to ***************************** on August 8, 2022, via telephone, and we resolved the issue directly with her. In the interest of protecting ****************** privacy,details about the conversation are not being provided. ****************** may choose to share information directly with you at her discretion.

Sincerely,
USAA ********************
Customer Answer
Date: 08/15/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*****************************
Initial Complaint
Date:07/21/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I filed for divorce and when my husband was served 2/24/22, he chained our 2 Teslas together iwith a huge tow chain. I locked myself in a room and had to call the sheriff to come and convince *** to unchain my car and allow me to leave. I have been staying with my daughter in *****, **.Our cars are insured under my husband's USAA policy. I notified USAA on 2/24 that the divorce papers BY LAW prohibit USAA from canceling/changing any of my policies. They said since I'm no longer in the same residence, that I'm no longer covered- only the vehicle is. My husband has since canceled my medical insurance and removed the RENTAL REIMBURSEMENT on my auto policy.On 7/7/22 I had an accident in my Tesla Model X; the falcon door won't close & isn't safe to drive.I made a claim with USAA that day - claim # ********-052 Adjuster *********************** at **********************. My car is in the garage at my daughter's. *********************** called me 7/11/22 and I told her the appraiser will need to come here. A man from USAA called me 7/12 to say it was assigned.I called USAA on 7/14, 7/15, and today 7/19. ******** said the appraiser was in my area 7/13 but didn't have my number! He called my HUSBAND, who lied and said I'd changed my # and he didn't know it. I've had this # for 6 years!USAA has my number because Veiona and the other guy from USAA called ME!I have no vehicle and no rental coverage because they let *** change my policy!There are VERY FEW shops that repair Teslas, the closest being 2-3 HOURS from me. They're booked into October - January, so it's imperative that I get an appraisal soon so they can know what parts to order and how long it will take to get them before my car is towed there.I've been insured with USAA over 20 years. Since I left my residence because of ***'s violence, USAA has treated ME terribly. They keep telling me I need to get my own policy to solve the problem. I said I'm on disability and can't afford it but they treat me like I'm nobody.
Business Response
Date: 08/10/2022
We contacted ***************** via telephone and we addressed the concerns directly with the complainant. In the interest of protecting the complainants privacy, we are not providing details about the conversation. The complainant may choose to share information directly with you at their discretion.

Sincerely,
USAA
Customer Answer
Date: 08/23/2022
Complaint: 17590379

I am rejecting this response because:they still will not give me rental reimbursement for a rental vehicle. They are claiming that because I filed for divorce and can lo longer live with my abusive spouse, that I am not entitled to rental reimbursement coverage, which was on my policy. I have been without transportation since 7/7/22.

Regards,

***********************
Business Response
Date: 09/06/2022
We contacted **************** via telephone and email and we addressed the concerns directly with the complainant. In the interest of protecting the complainants privacy, we are not providing details about the conversation. The complainant may choose to share information directly with you at their discretion.
Sincerely,
USAA
Initial Complaint
Date:07/21/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 7, 2022, I submitted a final letter to USAA via email demanding for an independent assessment. The letter addressed an issue - breach of contract. I had consulted with a few attorneys, all concurred that I may be entitled to the $5,100 under my USAA policy coverage (loss assessment) . I uploaded all appropriated documents such as the HOA's State Farm's report, ***'s special assessment notice, receipts, and a report/estimate from a roofer, and yet, USAA continues to ignore my claim and demand irrelevant documents in the hope that I would eventually go away. I do not understand why USAA kept asking me to give them an inspection report from a roofer when in actuality, roofers are not licensed to do so. They could only give estimates. After going back and forth with USAA, they finally explained that they needed a document showing "A cause or a type of loss" to the roof. Of course, I reminded them that they had that document all along, that is, the State Farm's (HOA) report. It stated that wind/windstorm was the type of loss claim. And yet, USAA ignored and turned on their blind eye.In conclusion, it is not fair for a reputable company like USAA, to get away with this type of practice - dishonest and lack of transparency. After all, they are supposed to work for their customers like me, who pays for their service. I have tried to escalate this situation on my own and failed because USAA does not seem to care. Therefore, I am grateful for an agency like BBB, to intervene and help to resolve this matter. Thank you very much.
Business Response
Date: 07/28/2022
We attempted to reach ******************* via telephone and email on 07/25/22 and 07/27/22, but we were unsuccessful. In the interest of protecting the complainants privacy, we are not sharing the details of our review of this matter. The complainant may choose to share information directly with you at their discretion.

Sincerely,
USAA
Customer Answer
Date: 08/02/2022
Complaint: 17587950

I am rejecting this response because USAA did not take any actions to resolve the issue. I did receive two missed calls, but since USAA did not leave any messages, I had to do a little bit of research to find out who the caller was. I also received a generic email from an advocacy unit team member named *******. His email only contained his point of contact information. I left him three voicemail messages - two on July 28 and one on July 29. I also sent him an email on August 1, 2022.
Immediately, a different claim specialist named ****, replied to my email that was intended for *******. His response was that he is in the office this week. And this was the same **** who was assigned to evaluate my loss assessment request months ago, but he never did. He was not transparent. One example was that he reluctant to provide me a copy of my contract. I eventually got it from a different representative after months of calling into the center. It was his lack of care that prompted me to file this complaint with BBB.
In conclusion, I sincerely hope that USAA just follow their guidelines and honor their contractual agreement.

Regards,

*******************
Business Response
Date: 08/16/2022
We contacted **********************;via telephone and we addressed the concerns directly with the complainant. In the interest of protecting the complainants privacy, we are not providing details about the conversation. The complainant may choose to share information directly with you at their discretion.

Sincerely,
USAA
Initial Complaint
Date:07/20/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Fraudulent activity occurred on a youth account that has no access to mobile deposits or Zelle due to her age. This was reported two weeks ago, the bank had the opportunity to stop the fraud when it was pending and chose not to do so. Instead, they blocked all five accounts in which I have no access to my funds and are accusing the youth of committing fraud, in which she has no online banking access in the first place. When we requested documentation of their findings they refused to provide us with any paperwork. This is such a disgraceful company. I spent almost 8 hours on the phone with no resolution. There was no fraud reported on any other accounts but because my mother who is a veteran and served her country proudly is an account holder on the accounts, they decided to close all of the accounts. This is our livelihood, we have families to care for and this bank is not one to trust.
Business Response
Date: 08/02/2022
While we were unsuccessful in reaching ******************* by telephone, we provided resolution to her in writing on August 2, 2022. Additionally, we left messages with direct point-of-contact information for her to call should she have additional questions. In the interest of protecting our members privacy, details about her accounts are not being provided. ******************* may share information with you at her discretion.
Sincerely,
USAA ********************
Initial Complaint
Date:07/20/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Usaa has reversed 3 chargebacks stating I didnt provide requested information or it was insufficient. Which is I feel isnt a sufficient explanation. However, the first dispute case # ******** in the amount $51.18. I ordered a loveseat online I received a plastic leaf 2in long. I filed a dispute with usaa. I got a chargeback. Usaa requested documentation to support my claim. I uploaded the receipt showing a pic of item ordered amount date and order number. I uploaded a pic of the packaging showing same order number and the weight of item less than an gram in weight. Along with my initial explanation should have been enough to prove I had been scammed. This chargeback was reversed. I requested a review on reversal twice. I have not heard back from usaa. The second reversal of a charge back was case #******** getkeltwaveflow.com. I authorized $2 for shipping only but was charged $37. I never received any product from them nor did I get a receipt. The only proof I had was the screen shot saying amount for shipping. Now this company is known as fraudulent (I learned later) but usaa reversed chargeback stating I did not provide documents. I requested a review twice. Have heard nothing. The 3rd reversal of chargeback was case #******** for $386.00. I ordered an automatic litter box refurbished. They do not offer refunds on refurbished boxes. The box never worked. I requested a refund from merchant due to the implied warranty laws. I was told that it would be covered under warranty but I had to pay to ship back and enclose prepaid label to mail back. That goes against the ********************* act. I wrote RTS on label. Same day I uploaded the pic of it on label, the *** proof of delivery, and an explanation of why I filed dispute. Usaa reversed chargeback. I don't have my money or product. I need help getting usaa to do there job and reverse the reverse chargebacks. Thank you
Business Response
Date: 07/28/2022
We reached out to ****************** on 07/28/2022 via telephone, and we resolved the issue directly with the complainant. In the interest of protecting our members privacy, details about the conversation are not being provided. Our member may choose to share information directly with you at her discretion.

Sincerely,
USAA ********************
Initial Complaint
Date:07/20/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
USAA replaced my damaged windshield as part of my comprehensive vehicle policy. The windshield is defective. I took the car to the dealer and they explained an aftermarket windshield was installed which is not compatible with my car and only an OEM windshield will work. I called USAA back, stayed on hold 1 hour and 45 minutes for their glass claims department. The representative told me they will look into it and someone will call me back. No one called. Since then I called USAA back 3 times. Each time they simply put me on hold and never pick up again. No one will talk to me in there glass claims department. I have also sent emails and messages on their webpage for glass claims. Attached is the invoice showing the windshield is not compatible, the phone call showing they just put my on hold for 2+ hours, and the receipt for the windshield they installed.
Business Response
Date: 07/25/2022
We attempted to reach ***** German via telephone and email on 07/21/22 and 07/22/22, but we were unsuccessful. In the interest of protecting the complainants privacy, we are not sharing the details of our review of this matter. The complainant may choose to share information directly with you at their discretion.

Sincerely,
USAA
Customer Answer
Date: 07/25/2022
They called me one day and left a message saying they are working on it and they will call me back. They called me the next day and left message saying safelite will install the part july 27th, no time, no place. I called back the number that called me, was transferred to the glass unit, and placed on the typical 2 hour hold that the glass unit always has. I logged into USAA and found they finally replied to the claim's center messages I sent about a month ago saying that safelite will install the part july 27. I responded there saying I kinda need to know a place to go and a time to go there to get the part installed...? Or if safelite is coming to me, Where? When? No response to my messages on USAA and now I have USAA reporting to you that their progress on this matter consists of "we attempted to call mr ****** twice and could not contact him." Wow. When I am next off work, I will call back and wait some more hours to see if maybe they can give me a place or time to have the job finished. Of course the documentation is attached here.
Business Response
Date: 08/04/2022
We contacted ***** German via telephone and we addressed the concerns directly with the complainant. In the interest of protecting the complainants privacy, we are not providing details about the conversation. The complainant may choose to share information directly with you at their discretion.

Sincerely,
USAA

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