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Dear Mr. Collison: Corporate Office-Madison, WI (This is an email I sent to Mr.

Collison, and of course never got a response. Sir, I first want to thank you for your time and any possible help that you can give me in regards to this matter with our claim. My wife and I have been loyal AF customers for almost 15 years, never missing a payment. We have paid our premiums and had never had a claim until 4 months ago.

Four months ago, back on 02-07-2017 our house was flooded by 4,000 gallons of water from an ice maker line that had ruptured. We lost our entire basement, almost all of our personal belongings in the basement and about 75% of our upstairs as well. Well four months has passed since our flood and our house is still in shambles. The day we had the flood we called our agent Tim Miller (Gardner, Kansas), and he sent out a company called Advanta Clean.

However we are now finding out that Advanta Clean did not remove all the water damage stuff out of our house. Mr. Terry Karn was the first American Family adjuster assigned to our claim. However within a few weeks of our claim Mr.

Terry Karn resigned from AF. But during the last few weeks while still acting as our adjuster I found out that Mr. Terry Karn had called out a contracting company called Phoenix Renovation & Restoration. Mr.

Karn then negotiated prices and settlement without our knowledge and actually Phoenix knew what our settlement numbers were prior to us knowing them. Mr. Karn also sent a check out to Advanta Clean for $10,000 with my wife not even knowing what for and we did not actually see the invoice until a month and a half later. What I am getting at here is that my wife and I never called any of these companies out to our house.

Come to find out, MR. Karn was good friends with Mr. Ryan McNamara (Phoenix) and that was the relationship between the two of them. Mr.

Karn in his haste to leave American Family botched numbers and our settlement leaving us basically to fight for ourselves against two crooked companies. The settlement numbers were not what they needed to be because they di not cover the actual labor costs to fix things in the house. We soon found this out when Phoenix tried to charge us $16,000 for basically nothing more then drywall, which I now have to redo because they put new drywall over bad old insulation, ripped out all my electrical GFI's and left holes in my ceilings and ruined my floor in one room, and also ruined the new trim because they put it in prior to the flooring. My wife and I never had a contract with Phoenix.

Phoenix was price gouging us as so was Advanta Clean and Mr. Butler, the second contractor. Even so far as to try to charge us a $1000.00 for a temporary sink in our kitchen. This is just one of the many examples of things that were going on.

All the time neither adjuster nor there boss Mr. Hobelhinrich wanted to help us deal with the chaos, A month into the claim American Family then assigned another adjuster Mr. Ben Roush (Topeka, Kansas). After telling Mr.

Roush what was going on with Advanta Clean and Phoenix, his exact words to my wife and I were "You are on your own". Meaning we were literally on our own to fight and deal with Advanta Clean and Phoenix. See, Phoenix destroyed my house along with Advanta Clean and a second crooked contractor (JIm Butler, Wellsville, Kansas). Interesting thing about your adjusters is not one time did Mr.

Terry Karn ,nor Mr. Ben Roush ever come to my house and look at the awful work that these companies were doing to our house. When I tried to get Mr. Roush to come out, he refused and again told me I was on my own.

Mr. Roush then even went a as far as to leave several messages getting extremely snotty with us and his conduct is conduct unbecoming. Meaning that Mr. Roush's ethics are in question and he should have been dealt with accordingly.

When I could get nowhere with these individuals I then contacted Mr. Hobelhenrich and tried to get his help which led to nothing. Bottom line is that we have been put in a very bad situation and I hold American Family responsible. And now I have two crooked contractors whos work has to be redone coming after me for $16,000, and $11,000.

I have taken pictures to prove what I am saying is a major problem. And everything that was done by these fraudulent and deceitful contractors has to be redone. But again, when I brought this up to Mr. Karn, and Mr.

Roush and there boss Mr. David Hoebelhinrich, I got the usual, I am on my own. There has been an extreme delay in help and money, which in the State of Kansas could possibly fall under a bad faith claim. It is American Family's responsibility and it's adjusters to indemnify me, the customer.

But that is not what has happened. Instead we are up to our neck with crooked contractors and a house which is a disaster. Mr. Roush has also informed us that we are now not eligible for costs to cover living expenses.

Just let me say this...WE DO NOT HAVE A STOVE TO COOK WITH AND WE ARE GOING TO HAVE TO RIP OUT DRYWALL AND FLOORING, TWO SINKS AND TWO TOILETS AND TWO TUBS ALONG WITH ALL THE TILE BECAUSE IT HAS BEEN DONE INCORRECTLY BY THESE COMPANIES THAT WE (ARE DEALING WITH BY OURSELVES). If Mr. Karn and Mr. Roush had been doing there jobs we would not be in this mess because they would have been at our house looking at the damage caused by these irresponsible contractors.

Which I might add not one of them obtained a building permit, which in the City of Wellsville, Kansas is illegal. So to quote Mr. Roush's words as our claim has been settled, then I want to KNOW WHY MR.ROUSH HAS NOT SENT US OUR OTHER ALOMOST $8000 FOR PERSONAL LOSS AND THE REST OF THE MONEY WERE OWED? Mr.

Collison, Sir, we are currently almost $10,000 out of our own pockets. WE ARE HAVING TO USE WHAT LITTLE PERSONAL LOSS MONEY WE HAVE TO PAY BILLS AND FOR MATERIALS WHICH NOW HAVE TO BE REPLACED AND REDONE! We have no stove, no dishwasher, our floors are down to the decking and full of staples, we are stressed, broke and four months is WAY TOO LONG for this to still be a problem. I want my house put back together properly and I want some accountability!!!!!!

I want the money were owed and due and I respectively ask for your help. I am respectively asking for your help and to put my house back together. Your time and attention to this matter is greatly appreciated and respected. Please feel free to contact me via email or by phone.

Again thank you! My Respect, Scott Shea 913-709-**** Update: Mr. Ben Roush of Topeka, Kansas has been a real problem and really American Family doesn't care. They would rather tarnish their reputation even more by standing side by side with an adjuster who has done more than nothing but treat us like dirtbags.

As the First adjuster Mr.

Terry Karn who was in collusion with a crooked contractor. I'm curious American Family, where does the nonsense stop and where is the integrity that you claim on TV?

Reason of review: Poor customer service.

Monetary Loss: $42000.

Preferred solution: Let the company propose a solution.

American Family Insurance Cons: Unprofessional and disjointed at best, Unprofessional agent, Dishonesty, Bad local customer service.

Location: 1918 S 4th St, Leavenworth, KS 66048, USA

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As of 07-21-2017 my issues with American Family still have not been resolved but have gotten even worse. Some other AF representative by the name of Kami Johnson of Overland Park claimed she was going to help us.

However two weeks have passed and no response from her or American Family. The usual *** with these folks. And to make matters worse one of the contractors that was used by a contracted contractor through American Family used has put a lien on my house for $16,000. And of course American Family could care less.

Advanta Clean, Lutz Plumbing, Phoenix Renovation & Restoration American Family and Jim Butler are crooks, liars and. The insurance industry is a racket and American Family is the leader. They also still owe us $17,000 and some change which 5 months later still have not paid and refuse to pay. Where is the accountability for these folks?.

Unfortunately the consumer is the bait and anyone with any state agency with power to control these people will not get involved nor protect the consumer /s. My warning to you is to know that if you currently have American Family Insurance, you need to dump them ASAP and get a new company.

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