The written communication did not mention an appeal process or an option for one. He told me on the phone, and pretty much in the letter, that this company has a limited insurance policy - he said SOME policies cover if a car is damaged in a mechanic's possession during the time period they have it, or if a mechanic gives incorrect or deceptive information, but that THIS policy is a limited one that only covers very clear mechanical error such as dropping a wrench inside an engine.
The state assigned my parents legal aid and we are supposed to get a call from an attorney today at 4. I don't know what this attorney will say but I agree with you this is all completely frustrating and ridiculous at this point.
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Originally Posted by Hitch
Have you checked their written denial? Typically it mentions if there's an appeal process. If that doesn't have it, look up the insurer online, and find an executive, or 10 execs and write to all of them. Harass them. Seriously. (Not outside the bounds of legality, obviously.)
If you're on social media...I'd consider ramping it up there too. This is a pretty damned outrageous story.
Hitch
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I actually hadn't thought of that with writing others in the insurance company. I agree with you they are being very half-hearted about it and putting in minimum effort. I will have to see what the attorney says and work from there but will also complain with that.
I did write of my experiences on Twitter, and responded to two others who said the same company ruined their car in Florida this year -- not at my location, but same company and same insurance. One man had his engine destroyed because they put the wrong oil filter and oil in the car, and the oil filter fell out and blew the engine after 150 miles. The insurance company, Traveler's Insurance, is going to replace his engine --- but they only said that would replace with an engine from a wrecked car from a junkyard, and now he is fighting that.
This is the letter copied, removing contact information and claim number --- the body of their letter response:
We have carefully reviewed the circumstances surrounding this incident. Please understand that our obligation as an insurer is to pay only those claims for which our insured is legally liable. We have determined that Monro Muffler was not negligent for the damages to your vehicle.
We have investigated this claim and found that our insured provided reasonable care for your property while it was left at our insureds location, and that the damages were the result of a wear and tear failure of your head gasket. There is no evidence to support any negligence on the part of Monro Muffler Brake for this incident and no payment will be offered.