Fred Loya Insurance - El Paso (TX)

1 /5 Laura Contreras: Fred Loya Insurance is an absolute nightmare. Their customer service is a disgrace — rude, lazy, and completely unprofessional. I’ve never encountered such a careless company. When I needed help, I was treated like an inconvenience instead of a customer. Marquice Hernandez was one of the worst — completely dismissive and condescending No empathy, no accountability, just attitude and excuses. If you want to be ignored, insulted, and left out to dry when it matters most, Fred Loya is the one for you. Otherwise, RUN the other direction.

1 /5 xo rissa: if i could give them a no star i would , my car was involved in a total loss due to their customer that has THEIR insurance around DECEMBER 2024 it’s now APRIL 2025 i was supposed to receive a check from them everytime it came either the address was wrong or the name due to their mistake i’ve contacted manger supervisor adjuster no answer since JANUARY everytime multiple voicemails i left still nothing i asked to pick up check in person because i really need it i have a newborn and still with no car or check this company is so ridiculous they really need to shut this place down!

1 /5 Dakota Bradford: You can read through the other reviews. My experience has been the same. Unresponsive, unprofessional, and not fair. I was hit and runed by one of their clients and tried to handle the claim myself. I wanted an easy and fair resolution and didnt want to involve lawyers. Biggest mistake of my life. Get a lawyer. Do not even try. I encourage others to file complaints with the Attorney General AND Texas Department of Insurance. They have broken 4 various laws while handling my claim and I am sure everyone elses. Its been 78 days since I have been hit by their insured, and I still have no car and no resolution. The icing on the cake is the have told me on a recorded line is that they will NOT discuss claims in writing under any circumstances. Only on the phone. No letters, no emails. Super illegal but they dont care.

1 /5 Andrea Altamirano: If I could give less than 1 star I would , first off the staff is extremely rude , I have sadly been dealing with them for 6 months already because their client rear ended me!! I could never get a hold of anyone. Natalie is extremely rude always making it seem like she hates her job. Then I get the adjuster Leslie whom has only called me once & the rest of the times I have to call her but she’s always “Busy” & sends me to voicemail yet her coworkers advise me that she is available, or she will call me at the end of the day but of course never does, ( let’s not mention their supervisors who are even WORSE makes sense) & when I’m talking to her and letting her know how upsetting their services is she cuts me off & is extremely rude. This is the worst insurance company EVER I don’t care how cheap it is.

1 /5 Alena Nguyen: If I could give this company NEGATIVE stars I would do it in a heartbeat. I have never worked with such an unprofessional company. You would think if you got hit by THEIR client they would help you like any normal insurance would. NOPE. Their client TOTALED my car and still no answer from them. If you ever get into an accident by someone insured by them GET A LAWYER or GOOD LUCK. They NEVER answer the phones. I even called SUPERVISORS 10 times and leaving voicemails. Supervisors SALVADOR and CHANTEL called them each 10 times and left VM and never got a call back. My first "adjuster" would pick up but would immediately put me on hold so I would never even get to talk to them, my next adjuster was rude and made me seem like I was the problem. It took me CRYING on the phone for her to help me. My final "adjuster" seems like he doesnt even care period. You will get bounced around from adjuster to adjuster and they wont even tell you. I had an appraisal person come out to look at my car and even said "fred loya drags their feet" and since no one would answer me I contacted her to see what the updates were and she was rude and told me to contact fred loya. Arent you part of fred loya??? No one gives you guidance at all. Shoutout to you Amanda, I just know you love working here! This company wont send you anything in the mail and will text you major updates with little to no info and when you try to call them AGAIN NO ANSWER. The phone number on their website is not even in service so AGAIN you wont reach anyone. Also, no one seems to have corporate information so AGAIN ghost town. I got hit December 6th and it is now almost the new year and I still have not gotten a settlement from them. I have never experienced being so helpless from insurance. Good luck to the next victims of this awful company. I would not wish this experience on my worst enemy. BTW - just learned that theyre not going to reimburse me my full amount for a rental car. So its either walk to work or I hope youre a millionaire who can just take a loss of $500.