EMC Insurance Company David Holland Bryan Christopher Moon Robert Wynn David Holland Robert Wynn EMC Insurance Company September 19, 2013 Des Moines Iowa

September 19, 2013 I was heading to American Family Fitness in Short Pump VA when a man by the name of Rick Holtz ran a stop sign and hit my truck.  He admitted to hitting me and not stopping at the stop sign as well as not looking to see if anyone was coming before pulling out onto the road.  We contacted a tow truck company and had my truck transported to Richmond Ford on Broad Street.  We waited to hear something until October 2nd when my wife called EMC Insurance to find out if our truck was being fixed.  That day Elaine contacted her to let her know that the truck would be totaled but she would submit it to someone else for additional review.  Later that day Joe Smith contacted me to let me know that the truck would be totalled.  I was extremely upset about this and had him email my wife the paperwork so that we could review the information.

At this point, I have been in an automobile accident, in the emergency room for back sprain and in a great deal of pain and now my vehicle is going to be totalled.  We emailed and called the man that hit me to ask if he would be willing to help in this situation to prevent our truck from having a salvaged title.  He spoke to someone at the insurance company, but it didn't change anything.  We drove to Richmond Ford on October 3rd and spoke to a lady named Nancy Anderson who is the Administrative Assistant in the Collision center.  She said that no one had been to get the key to our truck and had not put it on a lift to see what exactly the damages were.  I have an estimate of $9,854.30 of things that need to be fixed on my Ford F150 4x4 FX4 and still don't know if that will cover everything that needs to be done to it because it hasn't been truly evaluated.   However, EMC Insurance offered $3,150 SALVAGE Value and $10,475 to fix the damages or $14,180 to settle and they take the truck.  We don’t know what is wrong with it because it hasn’t been on a lift to evaluate what is wrong. 

On October 3rd my wife emailed Joe Smith several additional items on our truck that are not taken into consideration such as the lift, aftermarket wheels, tires, toneau cover, etc. and copied a few listings at dealers of trucks with the same mileage and year, make and model that were being sold for more money.  The Insurance Company would not increase their offer.  Friday October 4th, EMC Insurance Company emailed my wife and said that they would give us until October 8th (Tuesday) to keep the rental vehicle but storage and rental would discontinue on that day.  We thought about the decision all weekend long and couldn’t come to a resolution because we can’t buy our vehicle for that price and we cannot determine if we should fix it because again, we don’t truly know what is wrong with it. 

October 7th, my wife contacted another collision center near Richmond Ford and asked that they pick up the truck and evaluate it since Richmond Ford hadn’t done so.  They gladly agreed, but of course Richmond Ford wouldn’t allow the truck to leave the parking lot until storage fees were paid which were ~$900 dollars.  Joe Smith called Richmond Ford advising Nancy that check is processed and will be over nighted today.  

At this point we are at a loss because as of tomorrow, we have no vehicle to get to and from work. Our vehicle is wrecked and not drivable (not our fault either) and we can’t purchase a vehicle tomorrow because we don’t have any money to do so.  What do we do now? We do not have any options at this time.  This is due to lack of attention on this claim by EMC insurance until my wife initiated a call to get this resolved and after that moment, it’s been “full speed ahead”.  That’s not a great customer experience and not to mention TERRIBLE SERVICE.  WE HAVE NO IDEA WHAT IS WRONG WITH OUR TRUCK AND NO ONE WILL TELL US. 

The resolution here would be to provide us with a rental vehicle until this is settled and of course to ensure that I am physically taken care of.  I was hit by one of EMC’s customers and my life is turned upside down.  I am not taken care of, I am being swept under the rug.  No one seems to care and no one is taking care of my needs.

Thank you,

Michael F