musings, ponderings, quips, and whatever else

So. As most of you have read, I have a spectacularly cracked windshield thanks to our drive up here and those lovable speedy logging trucks.

We have Progressive--- and I thought that we would be able to submit a simple online claim and it all be dealt with. I had to call (online not working), talked to a guy who said that he would try repair first vs. replace. They had people come out, deemed it 'unrepairable' and the fun began. I had to call SIX TIMES. Think I am exaggerating? Think again.

- First call, the person could not find my information and then hung up on me instead of transferring my call.
- Second person said that the 'fair and reasonable' price of glass was $400--- which it would be if it wasn't Mercedes glass and had a rain sensor (both of which apply to mine). She was unwilling to listen to me say that I would void my warranty if I used non MBZ parts. I said I wasn't happy with that, was going to do my own research, and then call back.
- Third person I tried to give the number to the MBZ dealer up here as well as the auto glass place they contract to. She said there was no point in taking it, as their quote was under what I was telling her it would cost, and I should just save myself the trouble and pay out of pocket. I told her I wasn't going to do that, and she said that they only deal with glass claims out of pocket. I said I knew that wasn't correct, and she said that it was.
- Fourth person I told this story to, and she said that they would just send me a letter. I asked what kind of letter, and she said one that would close my claim out. I asked why, and she said that they were only willing to pay the $400 for the "fair and reasonable" quote they got somewhere in Anchorage, with non-MBZ glass. I asked where they got that quote, and she would not tell me, and told me to call around and pay out of pocket. I was shocked yet again. I told her I did not want to close my claim. She said they would be sending me a letter.
**(in between these calls I am calling the Mercedes dealership as well as the glass place doing research...all the while hearing from both "Um, that doesn't sound right. We deal directly with insurance companies...you need to keep bugging them"
- Fifth person.... finally, seemed like a sane person. I again explained how I had all the information needed to do the job, had done my research, how the quote did not cover the negotiated price given to me by the glass person (who had done much business with other Progressive customers). She called both, got the verified story I was telling her, and said that my claim would be referred to a "resolution specialist." I asked what that was exactly, she said it was their "investigation team." I asked why this was being investigated, and she said it was because the glass was too expensive. I asked why they had done business with the glass place before at the same price and why was it such trouble now? I got no answer.
- I got a message today to call back from said "resolution specialist." I was thrilled! The person on the phone told me that MBZ of Alexandria confirmed their quote price. I asked them where they got Alexandria, as I was in Anchorage and he had no answer. He tried to provide me with a paltry reason why they used Alexandria, and I asked to speak to a supervisor. The supervisor listened to me (part-way) and gave me the same story. By this point, I was livid and said as much. She tried to give me the same reasoning for 'fair and reasonable' to which I again said that that is fine, but I will void my car warranty. Is it their policy to void car warranties? She then said "oh, well if it will void your car warranty, I guess we will just go through with the MBZ glass." WHAT!?!?!? I told everyone I had spoken to before this person the same story, and it took 15 minutes of heated discussion for this person to hear me.

So. Finally, after way too much time invested, I have my windshield. Well... it is being ordered, and I will have an appointment coming up.

Seriously.... why so much crap? It is not like I was trying to bilk the system. I gave all the information, gave a repair shop that was in their list of 'preferred providers' and did my research. And still... I had to fight. It was funny though... I felt kind of like that Seinfeld episode where Elaine goes to the doctor.... and knows they are writing bad things in her chart, and tries everything to find out. I could almost hear the wheels churning of each person I talked to as they reviewed the "extensive notes."

Hopefully, they will have a notation beside my name that says "persistent, will not go away, do not bullshit" for any future dealings.

Damn. Now off to go hike a mountain. I need it.