- Report: #1051231
Report - Rebuttal - Arbitrate
Complaint Review: Kevin Shields State Farm Insurance
Kevin Shields State Farm Insurance13121 East 21st St N #101 Wichita, KS 67230 Wichita, Kansas USA
Kevin Shields State Farm Insurance TV damaged due to hail storm, Kevin insisted we were lying and refused to provide coverage although it is within State Farm's policy Wichita Kansas
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We had an unfortunate incident during a hail/ice storm in which our roof leaked onto our television. We live on the 2nd floor of a 6 story apartment building, and our television is near the window, leading us to believe that the water leaked in through holes in the side of the building from the apartment above us. Given State Farm's policy, which verbatim covers this kind of damage "when the direct force of wind or hail damages the building causing an opening in a roof or wall and the rain, snow, sleet, sand or dust enters this opening." Clear as day the damage was due to a hail storm, which is obviously covered given their policy.
Now onto the bad part: First, after contacting Kevin's "agency", our processor at the time (Katlyn) told us we were told to contact an adjuster in Oklahoma (we live in Wichita, KS). Within the first 5 minutes of our conversation with the adjuster, it was made clear that "State Farm isn't going ot cover that" - interesting considering he hadn't even come look at the damage. Now over 3 weeks pass without a single phone call, update, or contact from Kevin, the adjustor, anybody. We find out the adjustor had stopped by during the third week, and had looked on the roof and left. Again, we live on the 2nd story of a 6 story apartment, so I'm not really sure where the logical connection is there. Better yet - the adjustor never stepped foot in our apartment, never looked at our damaged ceiling or television, and never looked for holes in the facade of the apartment between our floor (the 2nd floor) and the floor above (3rd floor). I call back and we have a new person processing us, whose name fails me. Remember, this is now the 5th person we've talked to since making the claim. What do you know, State Farm didn't remember that specific claim and had to pull our file. I receive a call from Kevin telling me that his adjustor is going to call me and give me insight into what he saw during his "visit" (again where he failed to ever come in our apartment and actually look at the damage). Instead, another woman calls me (6th person in the conga line). Her name is Haley. At this point I'm a bit irritated, considering I'm now talking to a 6th person and about 4 weeks have passed since the incident. Haley proceeds to tell me that given that there was no damage on the roof of the 6 story building (okay) that they can't accept our claim (what? Are you serious). Here's where I stopped being polite. I first demanded to speak to her manager, which she refused. Following, I begin to logically pick apart her argument. After about 3 minutes of back-and-forth where I more than lost my patience (although I didn't curse at her - this is important for later) she hangs up on me. Really nice customer service you got there, State Farm.
Following, I immediately call Mr. Shields, my agent. He's on the phone with the woman I was just talking to, who apparently bad mouths me and tells him I used foul language with her (which I didn't, I yelled, and I'll give her that, but I didn't call her names or anything). So, Kevin calls me back and boy does he have a condescending attitude on him! First he accuses me of using foul language with this woman Haley, to which I say "No, I didn't". He replies "are you calling her a liar" (well I guess I'm the liar if not Mr. Not-so-on-my-side insurance agent!!!). He then proceeds to be more condescending to me than anyone I've met in my adult life, scolding me for using foul language (again, no dude, I didn't) and then proceeding to tell me that they don't need the adjustor to look at my ceiling, the claim is done. Wow dude, seriously? I then read him the line in the coverage policy, citing what I wrote in the first paragraph concerning hail damage, to which he states "we looked at the roof and there was no apparent damage"- Mr. Shields, you realize I live in a 6 story building and that there is no possible way for water to leak from the roof into an apartment 4 stories down, right? Further, I ask for a physical copy of the report, to which he says "you'll have to request that out on your own". Moreso, he degrades me by saying that "I'm lucky I'm even having this conversation" (because it's my wife's policy). So, Mr. Master of Customer Service "Agent" Shields dismissed the claim, and dismissed me. I ended the conversation by saying this is going nowhere.
So - Mr. Shields and State Farm demonstrated excellence when it comes to absolutely terrible customer service. If you feel like being the enemy when your house/apartment/or stuff gets stolen or destroyed, make sure you go with Kevin Shields @ State Farm. Otherwise, if you want an insurance you can trust, I'm sure anything is better than this clown.
This report was posted on Ripoff Report on 05/15/2013 04:18 PM and is a permanent record located here: http://www.ripoffreport.com/r/Kevin-Shields-State-Farm-Insurance/Wichita-Kansas-67202/Kevin-Shields-State-Farm-Insurance-TV-damaged-due-to-hail-storm-Kevin-insisted-we-were-1051231. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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