Sentiment analysis: Very dissatisfied with service. Had trouble with the kiosk checking in here very short staffed, One employee even yelled at me repeatedly to "just read the directions" on the screen. I'm not illiterate so if it was something that simple I would be able to take care of myself and should be out of a job. The whole process for me to check-in took more than 30 minutes with no line.

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negative

Sentiment analysis: Been here three times in the past year. Karla is the reason I keep coming back. She makes every experience awesome!

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positive

Sentiment analysis: I would also give this company a negative rating if I could. This has been a nightmare. A kid plowed through a red light and hit our car, totaling it. When the Chubb representative told us the car was totaled, she said she would send an email right after the phone call with the official notice and the assessments. That was a Friday. We heard nothing from them so called on Tuesday. The rep said that her "computer had shut down" and she could not send the email. She said she would resend it and call us when she did. We heard nothing from her and received no emails. The next day we called and she claimed that it was probably in our junk mail folder. No. We gave her a different email address and she said she would send the material. Nothing received. My husband left a voice mail and called her on her nonsense saying that if there were emails sent her server would give her a notice if they could not be received. She finally sent the material to the first address. A check of the word document showed that it was created 5 minutes after my husband's voice mail. She also told us that she had extended our car rental for another week. We fedexed our agreement and car title a week after we had expected to be able to due to delays in receiving their report. Chubb received our material Monday of this week. On Wednesday the car rental co. called saying the rental car had been due back to them the previous Friday. The extension had never been sent. We called the company, got an extension until this Friday. We were told that the check covering our replacement vehicle had been sent via US mail and that the company has no mechanism for electronic transfer of funds (for $20,000.00 no less!) nor do they use a tracking number when they send checks this large through the mail. I asked to speak to a supervisor, gave her a chronology of events. I was told that all was well I would not have to deal with the rep. who had been incompetent and dishonest. 24 hours later. No check. Car due back to rental tomorrow. Called the company. Was told I had to talk to the same rep. She said she had to talk to a supervisor to get permission to extend car rental. She then called back and extended the rental until the next week but said that it was the last extension because WE had lost the emails that she had sent us. Then she went on to say that the company was doing us a favor because rentals are not required in our state. My experience with Chubb has been frustrating and frightening. I'm beginning to wonder if we'll ever get paid for this car. And I am imagining all sorts of horror with the emergency room bill when they receive it. The wreck was traumatic and difficult enough. This has just prolonged the pain.

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negative