April 2021 by Chris D.
I'm a long-time customer of State Farm (going back to my teens). My parents have also been long-time customers as have my sister and both of my brothers. My wife and her family have all had insurance through State Farm for years as well.I've been really impressed over the years with State Farm's customer service. It feels weirdly like a member of the family. Back when my old agent was with State Farm, he even contributed to my Eagle Scout project back in 2002.I wanted to write this review, though, because we had an absolutely abysmal experience with their loan department/collections department. My wife has her car loan through State Farm. We moved several times since getting married and last year (2020) merged our bank accounts before buying a house. An unintended side effect of that was that her loan payments stopped going through to State Farm. It has been a hectic few months with the merge, buying a house, the pandemic, etc... and we didn't realize this was the case until we woke up this morning and found out that State Farm had re-possessed her car and its contents (which are all medical supplies as she is in the healthcare field).When we called, we were told that State Farm had sent several letters to our old address and had tried calling, but we never received those letters or calls. They also couldn't find any info about her loan the first few times we called because they had the wrong SSN on file (which didn't match what was on her actual loan paperwork), so they brushed us off. We both have been very faithful in making our payments on time until that point, but when they finally realized their mistake and were able to find the loan info, we were told that, regardless, we'd have to pay the entire loan amount along with the fees to recover her medical equipment, car, storage fees, etc... (all totalled this would be over $7,000) to keep the car from going to auction in 15 days.We were prepared to pay the lump sum of the months we inadvertently missed, but to be told that we had to pay the entire loan amount to keep her vehicle from going to auction, be without transportation/means to see her patients and without her medical supplies during a pandemic is pretty low. At one point, one of the agents yelled at my wife because she couldn't find the info they needed quickly enough while sifting through her loan info. The agent was so rude, it drove her to tears in her panic to find the info they needed from her.I am extremely disappointed with the company. Speaking with State Farm's loan department was a terrible experience. I am not sure what else can be done, but this has been a huge deal for us as we don't have that kind of money. My parents, siblings, in-laws, and friends/co-workers all know about this because of its impact on us and are all planning on leaving State Farm over this.
