Dec 16, 2024
Back in May, Joe Then's bright green Mustang convertible was damaged in a hail storm. The Hillsborough County resident did what most would do if their car was damaged — he called his insurance company, State Farm, and filed a claim.
According to Then, State Farm told him to take the car to one of their certified repair shops, so he did. The shop he used, Gerber Collision and Glass, took months to repair it, and according to him, it did a shoddy job. He showed ABC Action News reporter Susan El Khoury the results in an interview.
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“Look how cheap. For me — it’s garbage. Look at the bubbles,” he said, pointing out imperfections as he walked El Khoury around the car.
Then says he used to love driving around in his car to unwind after a long day of work and just wants his distinctive Mustang back to its former glory.
How did State Farm respond?
After waiting five months for the repair, Then feels like he’s now left with a completely different car. The hood, which originally opened with one button inside the car, was replaced with two buttons on the car’s exterior. Then says he's worried the hood isn't secure.
“If you’re going more than 65 or 70 mph, it shakes a little bit,” he told El Khoury.
Frustrated, Joe contacted his State Farm claims adjuster several times but says nothing has been done.
"Nothing is moving because State Farm gives you the runarounds,” he said. ”They tell you we’ll have somebody call you, and nobody calls you.”
Then initially took his car to Gerber Collision and Glass because it was part of State Farm's Select Service program. He was told he could take the car to a shop of his choice, but if repairs were not done correctly, State Farm wouldn't help him.
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According to State Farm, this program offers a guaranteed completion date and a lifetime warranty from the shop.
When ABC Action News contacted State Farm, the company provided an email statement. The company insists it does not require customers to use specific car repair shops and doesn't guarantee the quality of work from those shops.
However, they did offer Then an additional $2,600 for his disatisfaction. Gerber Collision and Glass offered no comment.
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Know your rights as a car owner
To protect yourself, it's important to know your rights, which can vary by state. According to Mark Friedlander of the nonprofit Insurance Information Institute, Florida law protects drivers with specific rights related to the repairs of your vehicle.
“You have a right to get a written, itemized estimate. You have a right to inspect all parts that have been replaced,” Friedlander told ABC Action News.
Additionally, he emphasized the importance of contacting your insurance adjuster as soon as possible if you believe the repairs weren’t done correctly.
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“Your insurer is responsible for your car getting back to its original condition,” he said.
There are other steps you can take to avoid similar situations. You can start by reviewing your policy and state laws. Some insurance policies may require you to use specific repair shops, even though state law might say you should have a choice.
Document everything. Keep detailed records of the quotes, repairs, and any conversations you have with the repair shop or your insurance company. Take before-and-after photos of repairs so you can prove what exactly went wrong.
Finally, don't be afraid to escalate the situation. If you aren't satisfied with the quality of repairs, keep pushing for answers and have the vehicle restored to its original condition.
Though State Farm did eventually offer Then additional compensation, he said he’s still not satisfied. He wants his car in its original condition — and a little more peace of mind.
“I don’t want this to happen to anybody else,” he told ABC Action News.
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Danielle is a personal finance writer based in Ohio. Her work has appeared in numerous publications including Motley Fool and Business Insider. She believes financial literacy key to helping people build a life they love.
